State Department Federal Credit UnionReviews of sdfcu.org

Applied for a new joint checking account. Was declined because they said they couldn't verify identity. After many phone calls, was unable to get hold of anyone who could help us find out where the problem was. Following long wait times on the phone, was finally told that once declined, there is no remedy and it can't be fixed. Also told that once declined, you have to wait 6 months to reapply. Since we don't know what the problem is, don't know how anything will change. Terrible customer service and extremely bureaucratic. Will take my business elsewhere, for sure!

This bank is absolutely the worst I've ever dealt with. Their website resembles graffiti, with command words where buttons or symbols should be. Member reps have no idea what they're talking about and are completely incapable of resolving any sort of problem with your account or online banking. Wait times are outrageous, then you get nothing for all the time you spent waiting. There are language barriers with most of the reps, making them nearly impossible to understand. You can't chat with a rep, only Atlas AI. If you send a secure email, you can be waiting for days for a response. I can say NOTHING good about this bank.

I've been a member for over a decade and their customer service has truly failed to the point it feels like a struggling company near the brink of collapse. I'm losing a lot of trust in the employees, all they do is blame systems. Where's effective management? How do SDFCU employees think their paychecks $ get funded? MEMBERS. Why the poor performance?

The worst customer service of any financial institution I've used. Most recently, I sent an email through their secure messaging service reporting that I never got the renewed debit card that they said they had sent. Their system promises a response to emails in 2 business days. 9 business days later, I had no response, so I called. I spent 1.5 hours in two long international phone calls with their customer service reps, and they were unable to do two basic things: mark the card as lost and send a replacement. I sent another email through their system as a followup, confirming that I wanted the card reported as lost and a replacement sent. Several days later, I had no response to that email, and their site was still prompting me to activate the lost card. It doesn't allow me to mark the card as lost myself, just to activate it. This was the last straw after years of deterioration in service. My solution is to pull all my money out of their institution.

I call on every member to NOT re-elect ANYONE in ALL board elections until qualified leadership can be in place to fix the a-hole culture at SDFCU. Who in SDFCU leadership is not being held accountable for bad decision-making that is creating a horrible culture and high turnover in member services? The members, WHO FUND SDFCU PAYROLL, are consistently receiving worsening customer service. After over 10 years as a member, my perspective is based on sustained member treatment failures. It comes across like a third party outsources overseas who just waste member time going through repetitive, complex, time-wasting question with little (to know) actual help. The systems and processes at SDFCU are failures, and the leaders mooching off of members NEED TO GO.

I've been with this credit union for seven months now and are gravely disappointed. It was my understanding that credit unions are more supportive of their members than traditional banks, but I've not found that to be true. By default they'll deny your applications for "escalating debt" regardless of stellar credit and a DTI of less than 3%. They provided this reason when I had no debt and then after purchasing a property (that could be used as collateral). Most lenders just want to see a DTI below 40%. They also will deny for reason of frequency of applications if you apply then wait 6 months and apply once more. Absurd. Now looking at Navy Federal where I hear members are treated well.

Well-earned rant incoming.... With an existing rating of 1.7/5 from 117 reported experiences on Y (elp), I will relate my experience here to spread the word. The level of displayed incompetence at State Dept. FCU (evidenced by low-quality staff or enforced by poor management-issued rules) is enough to have this registered, regulated financial organization shut down. Thank heavens for the National Credit Union Administration insuring deposits here! When I twice spoke to a SDFCU reps, they said the notes on my application included an "inability to find me" based on the government records I submitted: a passport, a CA "real ID" and a social security card. You gotta be kidding me. I have no debt besides the home I've owned and lived in for 25 years, keeping a decades-long FICO score alternating between 830-850, no bankruptcies, defaults, etc. I have NO adverse conditions attached to my personal existance/data/records. In fact, even as a "regular person" I'm still likely in the top 10% most-frequently/repeatedly/regularly background-checked people in the country, because of my job, which I couldn't get unless I had a top reputation. My clients have always been in banking, government, schools (so additional check types are required) and drug companies, plus I have GlobalEntry and according to Homeland/CPB I am absolutely easy to be validated by even the least-experienced banking rep. But somehow SDFCU rep(s) couldn't manage it, yet STANFORD CU was easily able to remotely validate me THIS WEEK as well, using the exact same documentation! I surrender, given the overwhelming poor ratings elsewhere and am sharing my experience here as well.