State Department Federal Credit Union

ThOn 10-20-22 a check of $261.12 was issued by State Department Federal Credit Union from my account, but I never received it. My account was blocked to me because someone had changed all my credentials. The bank claims there is no record of a check being issued and ignores the evidence my account was still blocked to me.Turns out my account was hacked, or someone else changed all my credentials. When I called11 times I was told since I could not pass their screen they would not talk to me. They gave me incorrect passwords to log on, said a record of a check out of my account could not be found and refused to correct my credentials so the telephone banker and representative could recognize me. They disconnected me rather than referring me to a supervisor. One of the times I chose a “call back” feature instead of waiting on the telephone. A voice on the phone said “should we call you at your telephone number on record…and the number the robot voice repeated was not mine. When the bank looked with my social security number all my data, including all my original credentials I had set previously, were still there. The bank later told me I could change all my credentials online, but that was untrue. The people I dealt with was Sarah Thomas Social Media and Brandon Williams-Price, Electronic Communications through their one sentence replies by email. To correct a situation, one has to understand it--neither of them did, Rather they were avoiding it. I saw a pattern of deliberate indifference and oversimplification with their use of one-line answers in order to ignoring then and even today. On my monthly statement of 3/20/22, there was a credit balance over payment 0f -$281.12. About $20.00 was spent, leaving a credit balance of -$261.16. On my monthly statement of 10/20/22, the Account Summary section says “Previous balance -$261.12”, then “Other debits $261.12” and then “New Balance $0.00.” In the middle of page1 it says “10/20/22…CREDIT BALANCE REFUND $261.12”. There is also a Reference number of that transaction check registration number that confirms a check was indeed issued. Incredibly poor service, irresponsible, inept, insulting demeanor, lies, refusing to look at the facts, denial of a check issuance, and ignoring that a customer lost money without their concern--a perfect bank, eh? They may say they were unaware of this, but it was willful. To this minute I am a still unable to discuss my account with representatives, since no one at State Department has changed false “credentials” given by a fraudster, b I still do not have the $216.12 check, and the bank believes none was issued despite irrefutable evidence on my statements, c no one has looked at my statements and what the numbers say, d synthesizing facts at hand has not been undertaken. Moreover, if my true credentials could be seen when my social security number as used in the bank, why couldn't the bank connect the two? My phone number and other data falsely introduced by a “hijacker”. It is the bank’s responsibility to do the investigating, but from their replies nothing is wrong. A logical place to start is by taking the data given to them by the fraudster and giving it to the authorities to find out more. Where the check was deposited and the endorser has not been mentioned either. For many reasons, the responses and behavior by State Department Federal Credit Union inadequate—no understanding, no corrective actions, and no investigating or referral to the authorities police, detectives, the equivalent. There are other "unconventional" items that do mot follow government agency standards here, but they are there I would like this check sent to my home via FedEx or UPS; I do not trust them or what they say. They also owe me #1.75 postage, two cab fares to the post office, and 13 hours loss of professional time. Who knows-the bank may have done it. Your money will be at risk.You will be treated like the lowest form of insect. They do not deserve any stars. The bank with all branches should be torn down and everyone fired.

The credit union is great, but it is not accessible to the public anymore. These pictures are out dated and inaccurate as there is no signs outside anymore or a public entrance. In order to access this location, you must be escorted by a State Department employee or be a State Department employee to get through security to the credit union office in the basement of the building.

I have had nothing but terrible and disrespectful communication with this place. They don’t call me about an issue on my account, when trying to resolve it they speak to you like your a person with no education and don’t know anything. I have done my research before contacting them to see if I was at fault and unfortunately I’m not. I know we all humans make mistakes but when they make the mistake they blame it on you. I spoke with a supervisor from the company after being on hold for over an hour and just to be hung up on. I’m trying to resolve an issue on there end and they don’t give a single care. I have emailed there office to file a complaint on the supervisor “ surprisingly no response” I have a late payment for something they messed up but yet I’m being faulted. Highly recommend staying away from the shady, lack of intelligent of a company. Until I receive a phone call and this matter can be resolved I will forever not recommend this company. As for there upper management I would love a call back or let alone be reached about this matter.

I've been with SDFCU for 30+ years, and just in the last two years, I've seen the level of service, transparency, and professional knowledge go down the tubes. Last month I spent 5+ minutes ALONE in the deserted work area of the Rosslyn branch. Finally a staff member came out of an "Employees Only" door. Walked right by me. I had to call out and ask about withdrawing cash from my checking account. He said somebody would be with me, and kept on going. Another staff member came out and walked over to her desk. I asked her about a cash withdrawal. She said "use the machine in the outer Lobby." She said they weren't using tellers anymore! I went to the outer Lobby, where there were three machines, in addition to an ATM. No signs telling anybody what those machines were for, and no privacy. The only sign was a banner, saying "Try our new contact-free cash machines." This latter is important, because there was nothing in the sign's language stating this was the ONLY OPTION. Plus, now when you withdraw cash, you have to say your PIN and account number OUT LOUD. The remote teller with whom you are interfacing repeats the number, asks how much you want to withdraw, repeats that amount, and then tells you she cannot give you more than $500 in $20 bills. In the meantime, everybody else in the outer Lobby can hear the conversation and of course they all have a good visual of you. Unbelievable. Did SDFCU did not inform its members that it was moving to a completely human-less, non-contact form of service? Not that I know of. Nor did it even make an effort to keep its members' account information and account activity private. Very disappointing. After several minutes of discussion, the remote teller finally coughed up $800 worth of $20 bills. So what am I missing here? Is there a shortage of $20 bills? Is there a shortage of human tellers? The human tellers were one of SCFCU's biggest pluses; they were always nice, efficient, and accommodating.. Why has SDFCU made this radical change without seeking input from its members -- at a minimum it should have informed them that these impending changes were about to be made. Where is the signage and respect for privacy? It would pain me to make a complete break with SDFCU after 35 years, but since I already have an account at a different bank as a back-up, that may be what I have to do. That bank has human tellers and seems to have plenty of $20 bills.

Applied for membership 3+ months ago, still waiting on a response. Have been getting a runaround, but they've already pulled my credit.

Their member services phone line has gone down in quality . Feels like you talking to xifinity or at&t 15-30 wait times . Used to be 5 mins max

Too many times money is withdrawn from my account obviously for someone else only to be re-deposited 1 or 2 days later. Why!!! Still no Saturday or Sunday hours. Saturday would be helpful atleast. But why be helpful, huh. Using COVID as an excuse. Ridiculous. I would have to take leave from my job to come to the credit union. And please take that silly ridiculous message off of the automated system. The "options" have not changed in years. Its time consuming, unnecessary and irritating. When did SDFCU become so lowrate?

If I could give this so-called banking institution less than one star, I would. Please do not join this credit union, you will regret it. Especially if you are use to the convenience and services offered by bigger banks. There have been weekends where I was unable to check my balance. They pay bills via checks in snail mail- yes, you read that right. They pay my AT&T bill by mailing them a check... a check!!! You cannot use certain apps to transfer money. I was in Istanbul and called to alert them that I was in a different country and I was put on hold for 10 minutes because the operator never heard of Istanbul, Turkey. They won’t allow you to have more than one checking account. When I first joined, my pay was going to someone else’s account, and they refused to freeze that money. It took them four days to fix that debacle, and in the meantime someone else could have spent my money and I’d have no repercussions. Don’t join State Department Federal Credit Union. You will regret it!

I visited yesterday. Wonderful experience!! I was so worked up from my trip there, just anxious driving in Virginia. When I got there. The young lady that directed me to the teller, very nice, the teller, Ms. P. Grover, EXCEPTIONAL! i told Ms. Grover I was anxious, to told me to calm down and took care of ALL of my needs. I look forward to returning!!

Just terrible service. No sense of urgency.