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Scott Credit Union

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Scott Credit Union Reviews (34)

Complaint: [redacted]
I am rejecting this response because: I notified Scott Credit union as soon  as the fraudulent active was seen. The SCU manger at the [redacted] Branch informed me there was nothing they could do about it. I filled a police report with the Belleville Police. I was informed be several the financial institutions in Belleville this should have never happened if Scott CreditUnion would have had the appropriate security on-their system.. Therefore SCU still owes me the $2200. that they let slip through tier system.i 
Sincerely,
[redacted]

In order to process the refund for $146, Scott Credit Union must verify insurance was in force from January 24, 2017 through March 24, 2017.  Scott Credit Union has made repeated attempts to contact Mr. [redacted]'s insurance company, but, due to privacy laws, the insurance company is unable to...

assist directly.  Mr. [redacted] may contact the insurance company and have them provide proof of insurance or a letter of experience for the dates above.  Scott Credit Union is happy to facilitate a conference call with Mr. [redacted] and his insurance provider in an attempt to resolve the issue.

Initial Business Response /* (1000, 12, 2015/05/21) */
Mr. [redacted] was contacted. Scott Credit Union has refunded his money and he indicated he was pleased with the outcome.

Initial Business Response /* (1000, 5, 2016/02/12) */
To resolve confusion regarding payments made early in 2015 Member provided check copies to SCU. SCU successfully matched the check copies to payments posted to the member loan and found no discrepancies. SCU also found no missing payments....

Member ceased paying on the loan in October 2015. On January 4, 2016 and January 10, 2016 SCU attempted to explain that the early 2015 payment issue was resolved and the current payment issue was from lack of payment since October 2015. Member refused payment and advised SCU to recover the vehicle. Vehicle was repossessed. SCU spoke to the Member after repossession on February 1st, 2nd, and 4th and Member made no request for the return of the vehicle. SCU spoke to Member on February 11, 2016 and member refused to take the vehicle back. Member stated that it was not worth it to keep a vehicle that was worth so much less than the balance. SCU offered to resolve the repossession for less than the past due amount and Member refused. SCU has offered the Member their desired resolution and the member has refused stating he was "upside down in that car three times more than what it's worth anyhow" and "it's really no big loss on my part."

Initial Business Response /* (1000, 5, 2015/12/10) */
Contact Name and Title: [redacted] Reg Br Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@scu.org
There is no limit to the amount of money [redacted] Union pays dividends or bonus dividends.
Initial Consumer Rebuttal /*...

(3000, 12, 2015/12/21) */
On 12-8-2015 I spoke to the contact person who told me there was a 10,000 limit to which they pay. I feel they owe us additional interest on this account. She also indicated they do not need to change their policy and she refuses to resolve the issue.
Final Business Response /* (1000, 16, 2015/12/28) */
Good afternoon,

I received the below e-mail and I am the one that originally offered the resolution to the complaint. The bonus dividend was calculated properly and paid to this member's account as advertised. I'm not sure what there is to negotiate with this member. I'm sorry that he misinterpreted our bonus dividend.

Please contact me at this e-mail address or at my direct line XXX-XXX-XXXX.

Sincerely,
[redacted]

Scott Credit Union received a cancellation notice from Ms. [redacted]’s insurance company, In order to process the request for refund of $219, Scott Credit Union must verify insurance is still in force and the reason for the original termination of policy notice.  Repeated attempts by SCU’s...

Insurance Center have been made to contact Ms. [redacted]’s insurance company in order to determine if in fact the policy is in force and the reason for termination; the agency has not returned the phone call.  Today, in preparation of this response, SCU has reached out to Ms. [redacted]’s agency and left another message.  SCU is happy to resolve the issue, but must verify insurance with the provider as indicated in the letters sent.

After reviewing the statement and account history, it appears the service Mr. [redacted] received was less than the exceptional service we strive to provide our members.  The request of a refund in the amount of $191.17 represents the remaining two [redacted] premiums and a portion of the credit life and...

disability premiums.  Please note that a refund check will be issued in the amount of $249.43 which represents all [redacted] refunds and all credit life and disability premiums.  The check, along with the attached letter, will be mailed to Mr. [redacted].

Prior to October 30th, the last insurance document received by Scott Credit Union was in September 2015.  The policy was written as "continuous until cancelled", therefore, Scott Credit Union completes a follow-up every two years to ensure that coverage has continued when policies are written...

this way.  Letters were sent to Mr. [redacted] on September 18, October 2, and October 23, 2017 as well as a phone call with a message left on September 20, 2017, requesting proof of insurance.  Mr. [redacted] sent a copy of his insurance card as noted on October 19.  However, as it states in the correspondence that was sent, a full declarations page must be provided as proof of insurance.  Mr. [redacted] contacted the credit union on October 26 to resolve the issue and the credit union received the necessary information on October 30.  A full refund of insurance was applied to the member's loan on November 1.

Scott Credit Union has completed the research on the dispute filed by Mr. [redacted].  A check in the amount of $2,200.00 payable to [redacted] M. [redacted] drawn on [redacted]’s account was presented and cashed at Scott Credit Union on July 22nd.  At the time of presentment there were no...

stop payments on this item.  This check was created via Mr. [redacted]’s Scott Credit Union's Online Bill Pay, a detailed timeline supporting this transaction has been provided below.   ·         7/16/17- User logged in from a different device.  Access code was sent via a text, email or phone call to the information we have on file for [redacted] ·         7/16/17-  Access code entered and device registered ·         7/17/17 – User logged in with the same IP address as on the 16th, temporary access code sent to the phone or email information we have on file for [redacted] ·         7/17/17 – Device registered using access code sent ·         7/17/17 – New payee of [redacted] M. [redacted] was added ·         7/17/17 – Check scheduled and sent 7/17/17 via mail to [redacted] ·         7/22/17 – [redacted] M. [redacted] cashed a $2,200.00 check at Scott Credit Union. Driver’s license and phone number were presented at the teller line  To access SCU Online, Mr. [redacted]’s login name and password were entered.  During the above time frame the password to the user login was not changed nor was Scott Credit Union contacted or made aware of any intrusion or compromise during the timeframe listed above.  Under Scott Credit Union’s current Master Service Agreement, accepted by Mr. [redacted] upon registering for an online account and bill pay, our decision of non-reimbursement is based on the following statements from that agreement: “The Member is solely liable for any losses, damages or unauthorized access to Member’s Accounts if Member accesses Services by public WiFi or other public access services.  Member is solely responsible for installing in Member’s computers and Communication Services systems such procedures, codes, firewalls and other security devices as are necessary to prevent the unauthorized use of Member’s computers, access devices, Security Devices or Accounts.  SCU reserves the right to block access to the Services if SCU has actual knowledge that any Security Device has been compromised or misappropriated, provided that SCU has no obligation of any kind to investigate or discover any such compromise or misappropriation and SCU shall have no liability to the Member for SCU’s failure to discover any such compromise or misappropriation”.Since the account activity noted above shows that the Bill Pay transaction was initiated through Mr. [redacted]’s SCU Online and Bill Pay account, and Scott Credit Union was not notified of any intrusion or compromise, the member is liable for the $2,200 loss as noted in the Master Service Agreement.  Therefore, Scott Credit Union will not be able to refund the $2,200.   Since the account activity noted above shows that the Bill Pay transaction was initiated through Mr. [redacted]’s SCU Online and Bill Pay account, and Scott Credit Union was not notified of any intrusion or compromise, the member is liable for the $2,200 loss as noted in the Master Service Agreement.  Therefore, Scott Credit Union will not be able to refund the $2,200.

The email sent to [redacted] in our Member Service Center has been reviewed.  Unfortunately, the correct information was not presented properly in the letter from [redacted].  As stated in the previous response, in order to process the refund of $146, Scott Credit Union must verify insurance was in force January 24, 2017 through March 24, 2017.  This can be completed via Letter of Experience from [redacted] and/or a conference call with [redacted], Mr. [redacted], and Scott Credit Union.  If Mr. [redacted] would like SCU to facilitate such a call, he is welcome to contact [redacted] or Alicia via the SCU Member Service Center ([redacted]).  In order to facilitate the phone call, it is requested Mr. [redacted] have a contact phone number and policy number for [redacted].

The Fraud Division at Scott Credit Union has again reviewed the comments from Mr. [redacted].  Our conclusion, as stated in prior communications were based on the following facts. At the time the bill payment was completed the username and password remained the same as the previous login information.  The Access Code was utilized for this transaction; this access code is only sent to Mr. [redacted]’s email address OR by text. Our research confirmed [redacted] (Payee) has been associated with Mr. [redacted]’s address. Ms. [redacted], upon negotiating the item provided her actual personal identifying information. Scott Credit Union was never notified that a secured device, under the ownership of Mr. [redacted], was ever compromised or misappropriated.  Our recommendation is that Mr. [redacted] continue his grievance with local law enforcement and associated police report.

Initial Business Response /* (1000, 5, 2016/01/04) */
This member's skip a pay form was submitted in the time frame requested. I have refunded the late fees on his loans and ensured that the proper month's payment was skipped. I also refunded the credit card online payment fee as a courtesy...

because of this mix-up. I have spoken with him and he is satisfied with this solution.
Thank you,
[redacted]

Scott Credit Union has completed the research on the dispute filed by Mr. [redacted]. A check in the amount of $2,200.00 payable to [redacted] M. [redacted] drawn on [redacted]’s account was presented and cashed at Scott Credit Union on July 22nd. At the time of presentment there were no stop payments...

on this item. This check was created via Mr. [redacted]’s Scott Credit Union's Online Bill Pay, a detailed timeline supporting this transaction has been provided below.*7/16/17 - User logged in from a different device. Access code was sent via a text, email or phone call to the information we have on file for [redacted]7/16/17 - Access code entered and device registered*7/17/17 – User logged in with the same IP address as on the 16th, temporary access code sent to the phone or email information we have on file for [redacted]7/17/17 – Device registered using access code sent*7/17/17 – New payee of [redacted] M. [redacted] was added*7/17/17 – Check scheduled and sent 7/17/17 via mail to [redacted], Fenton, Mo. 63026*7/22/17 – [redacted] M. [redacted] cashed a $2,200.00 check at Scott Credit Union. Driver’s license and phone number were presented at the teller lineTo access SCU Online, Mr. [redacted]’s login name and password were entered. During the above time frame the password to the user login was not changed nor was Scott Credit Union contacted or made aware of any intrusion or compromise during the timeframe listed above. Under Scott Credit Union’s current Master Service Agreement, accepted by Mr. [redacted] upon registering for an online account and bill pay, our decision of non-reimbursement is based on the following statements from that agreement:“The Member is solely liable for any losses, damages or unauthorized access to Member’s Accounts if Member accesses Services by public WiFi or other public access services. Member is solely responsible for installing in Member’s computers and Communication Services systems such procedures, codes, firewalls and other security devices as are necessary to prevent the unauthorized use of Member’s computers, access devices, Security Devices or Accounts. SCU reserves the right to block access to the Services if SCU has actual knowledge that any Security Device has been compromised or misappropriated, provided that SCU has no obligation of any kind to investigate or discover any such compromise or misappropriation and SCU shall have no liability to the Member for SCU’s failure to discover any such compromise or misappropriation”.Since the account activity noted above shows that the Bill Pay transaction was initiated through Mr. [redacted]’s SCU Online and Bill Pay account, and Scott Credit Union was not notified of any intrusion or compromise, the member is liable for the $2,200 loss as noted in the Master Service Agreement. Therefore, Scott Credit Union will not be able to refund the $2,200.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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Address: 101 Credit Union Way, Edwardsville, Illinois, United States, 62025-3504

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