Securityplus Federal Credit Union, Baltimore, MD

The staff has a bit of an attitude. They do not answer questions with meaningful responses until they receive low ratings from customer surveys. For example, there were two credits to my savings account for some unknown reason. I asked about the credits but could not get an answer as to the reason for them until I completed a customer survey. When my response was sent in, I received a call the next day. All of a sudden, my question was important. The teller remembered me, my question, and her response except now she was will to research an accurate answer. I get it. I have worked on situations where survey responses were everything. I knew when I did not give the customer what they wanted but I was not surprised when it was reflected in survey. This teller was totally baffled. Another example: I went into the branch to make a payment to my HELOC account. I provided my account number, my ID, the cash, and my last statement. This teller went above and beyond by looking into the details of my account and started to insist on making changes to the account, which I did not want to make. She started getting nasty with me and insisted on calling her supervisor who told her not to make changes and to count the cash, make sure it was accurate, then apply the payment, and give me a receipt. It was as if it was a problem for her to count and accept cash, which she did not need to count because a machine did it for her. I waited for her to take off her shoes so she could count past 10. I was dumbfounded. I cannot wait to pay this off so I no longer have to deal with the attitudes of the employees.

Member for over 15 years. -Notary at the branch entered the wrong year... leading to my student loan forgiveness application being denied... Strike 1 -Went online for a auto loan quote, intentionally stopped application midway to avoid credit inquiry. CSR in branch completed the application anyway without my authorization... Strike 2 -Drained my account with inactivity fees during a pandemic when my preferred branch was inaccessible and phone hold times were upwards of 40 mins. Garbage.

Been with them for years!! Used to be ok. Within the past year to 2 years, On many occasions (even as I write at this time 2-20-22), the automated system is not working. I needed to transfer funds between accounts and it was an emergency. Wasn't able to get on at all this entire weekend!!! This is happening often!!! Getting ready to change banks immediately!! So disappointed!!

The worst! CLAIMED there was fraud on my account. Cancelled my card and didn't notify me at all. I'm grateful for the protection, but the fact of the matter was that there was never any fraud. I confirmed the charges to my card, but at that point my card had already been cancelled. Why would you not notify the account holder??? This is quite the inconvenience and they're dragging their feet. On top of all of this. The fraud department is not communicating with member services. Do yourself a favor and join Navy Federal or a more reputable credit union. I'm headed out to withdraw my funds ASAP.

Don't use them for an auto loan if you ever plan to move states. I have had a hell of a time getting my car registered in my new state. They tell me they don't have the title. After 3 more calls, oh we do have it. Then they say they have sent the title to the DMV and I even contacted to verify with them before I went. I arrive and no title is there. I am actually really disappointed in this level of accountability in business.

Security Plus did not inform me that my debit card was deactivated for no reason! I called the call center. Five agents were WORSE ever I had talked with. One of them could not speak English very well. I asked for a replacement card. Nobody actually ordered it for me. The supervisor had no authorization to access the system and see if the request was made or not. One agent asked me to come to the bank in person and ask the staff to give me a new card. This bank never provides a new card in person. CEO, I hope you read my concern here.

I’m not sure what happened to SFCU. Customers used to be able to call and speak to a live person for assistance. Now, when you call, the line is busy. On top of that, it appears that SFCU has put an answering service in place because a person takes your information for a specialist to call you back in AT LEAST two business days. How is that timeframe acceptable to customers to discuss accounts or other business that pertains to your money? No other financial institution is doing this. SFCU has the nerves to want you to do a survey at the end of the call, where your responses are used to cross sell you other products. If SFCU doesn’t have the staff to immediately help me with my account matters, what makes you think that customers would want to do MORE business with SFCU and receive poor customer service?

I love going to Security Plus it's convenient for me to go the newest one you put in in my area is that Northwest Plaza all the ladies there are very nice sweet kind of understanding I haven't had any disappointments with anyone there even Woodlawn I used to work at Social Security so I know all about woodlawns Federal Credit Union all those I I haven't had any runs in with anybody it was never I can't do it's always can I help you please and with a smile sometimes it could be me that be grumpy but those ladies and those guys there they are always Pleasant even the new ones the management is very helpful to help you anyway possible I love my credit union and I will always be able to go there but you can put some more closer and around in the city for me thank you so much with your Pleasant understanding and have a blessed day MARY CARTER 😊