Systemic service degradation at the O'Fallon branch. After 26 loyal years maintaining over $300k in deposits, corporate cost-cutting has severely ruined the member experience. Management permanently removed the check-in kiosks, forcing members to wait in a 20-minute teller line just to sign in for an appointment or another waitlist to access a safe deposit box. Turning simple branch tasks into an artificial payday bottleneck is unacceptable. Local staff know it's an operational failure, but corporate refuses to listen. Matter formally escalated to the Illinois Department of Financial and Professional Regulation (IDFPR) following a federal NCUA referral. Look elsewhere if you value branch efficiency and consumer service. read more

if I could give zero stars I would. I called their customer service for a payoff quote. Gave them my SSN, email address and where I purchased the vehicle and they were unable to verify me. Told me I would need to drive three hours to their closest branch to get a payoff. Dealerships should consider eliminating them from providers read more

I don't recommend this credit union to anyone. They steal your money in small increments. One of the main ways they steal funds is through $5 transfer fees even if you have automatic transfers set to cover auto bills. read more

DON'T USE SCU! I have been with them for over 20 years, but the last 2 the customer service has been abysmal. They clearly laid off important banking staff because it takes days to reach someone by phone or chat. If you call, they say you won't lose your place in line if you want staff to call back. I did that yesterday and still no phone call return. I also waited on the phone for over an hour and still nobody took my call. We changed institutions but I need my 1099 from them for tax purposes and can't reach anyone to receive it. read more

After several times trying to sign in on app telling me error and failure, but no options to sign in any other way, I call customer service number on back of card, it asks for acc. Number I enter it and go through the phone prompts and it just disconnects. This sucks as i constantly monitor my account through the app. Do better, it's scary because I just deposited a large amount and I can't see it. read more

I've been with SCU for a decade started a savings with them and added my child's Big Barkers account as well, since last year they have been telling me my account is inactive and that I have to fill out paperwork reinstating my account, I asked them several times "how every month my account is inactive and I make deposits every month." They told me once I fill paperwork out I won't have that problem again, well that was a LIE filled the paperwork out again and again and the most recent one was in December of 2025 and the teller was sure that I will be good and won't have the problem anymore here it is January of 2026 not even weeks later I made another deposit and they tell me my account is inactive and has been inactive since 2018. The customer service is horrible , no letters in the mail , no updates , the back end not updating paperwork put in and the tellers being rude . I closed my account with them and will be banking with someone else for my child's savings. I get a bank statement from them every month saying what I deposited in my account and the divendends collected . SCU is so frustrating to deal with especially their customer service and employees not updating paperwork in the system. Such a disgrace when I've been banking with them for over 10 years! read more

This is the worst credit union in all of metro east. Here is my experience. I want to open an account with a credit union instead of a bank because of better rate returns. However, little did I know that this institution, specifically the branch located in next to East Belleville High, has a poor customer service. I enter the facility and no one greets me or say hello. There were just a couple of customers. The employees were all over the place and I never was approached. So, I look towards people seating behind desk and saw a sign in computer monitor. I go sign in and the computer was having issues. I tried several times and no luck. After several minutes of attempt, a female employee finally mention that the system is down so they can't do anything to help me with banking needs. THE PROBLEM IS WITH THE MAN SITTING AT HIS DESK FACING ME AND NOT EVEN TAKE A MOMENT TO MENTION TO ME THAT THE SYSTEM IS DOWN. I SAW HIM NOTICE I WAS HAVING DIFFICULTY SIGNING IN YET HE NEVER BOTHERED TO APPROACH ME. IT TOOK ANOTHER PERSON THAT HAPPENs TO WALK BY TO SAY SOMETHING TO ME. The man has a desk closest to the sign in computer about 5 feet away and facing the front door. He is an example of why Scott Credit Union has bad reviews. Today is Monday 4/28 and I pray Scott Credit reads this and talk with that man. If the system is down, then they should have a notice on the computer so customers wouldn't waste time. read more

The ability to pay bills online has been down for over a week. They are doing an upgrade but grossly mishandled a critical capability for customers. They should have tested or whatever for new system offline. They offer no other alternative for paying a bill while their system is down over a week. read more

I have banked with SCU since 1990's. I will be closing my account due to the inept and bad customer service. Please if you are reading, stay clear. First they switched over to a new system. They gave my ex-husband of 7 years access to my account and would not remove him even we he was on the phone with them verifying and asking them to remove him. After waiting in line due to the amount of customers in the bank because of SCU turning over to a new system, I was told to rewait in line. "Deshon"would not remove him. Also, we overheard one of the customer service reps tell a customer, everyone should read their emails. How about that for customer service. I will be taking my accounts to USAA and NFCU. Good riddance! read more

Been a member for over 15 years. Absolutely garbage now. Constantly can never get into the app or sign in online. Misinformation about funds in my account. Truly a trash company read more

I have been a customer since 2011 and have been satisfied with the service up until the last few months. Their systems are deceptive. They move deposits and charges around in the account so that they can charge NSF fees. I plan to file with the CFPB and then close my account. At one time the customer service was phenomenal. But now they are just as uncaring as every other financial institution. read more

I am 48 and have been a member of this credit union since I was a teen. Not the same as it used to be. Can't believe the way they are expanding based on the way their service is & has been going downhill. Ever since they switched to a new processing company we have had nothing but problems and VERY SLOW processing times. They used to remind people all the time that they are a credit union and things are processed in real time. Now it takes days to see your transaction process....including payments to their own credit card which used to be processed as a transfer. Then when you talk to them about it they act like you are imagining things. They took out the nice comfortable furniture in the lobbies for chintzy crap that looks like they put it together themselves. And some of their buildings look dirty and dingy. Disappointing for a bank that was originally started for our military men & women. And now it takes days to even get responses when you send a message. Its not only disappointing its ridiculous. read more

I have been a member of SCU for 25 plus years. Over the past year SCU customer service has declined significantly. Recently I have sent two private messages requesting information on maturing CDs and SCU failing to process an online payment on the requested date. This fail payment processing cost me a fine, an hour on the phone with the county treasurer and loss of face with my mortgage company. SCU has failed to respond to any of my messages. My suggestion is bank with somewhere else. read more

Always have had good service, if you want to be treated bad try Regions, they will ruin your credit in a heartbeat

Scott Credit Union has the worst Customer/Member Services I have ever experienced in my banking experiences. Just terrible, uneducated and demoralizing experiences you can ever have with this banking institution! They never take ownership of their own banking faults. They're Credit Card Services, which is outsourced and you cannot ever talk with their Card Services. They allowed fraudulent charges to an account that was supposed to closed two years ago, they never closed the account at the members request/me. So, with that being said, we just figured out that we have had over $800 of fraudulent charges and they are not willing to take back all the charges and we are now told that we have to pay $45 on charges that were fraudulent charges because "they only go back 60 days", lmao. I found this through an alert from my Experian Protection Account, not through Scott's Credit Union Fraud Dept. So, I questioned my wife whom pays the bills, she said she had been making payments on this account because she told me that she thought I used the account. Well, how can you use the account without a credit card that I cut up when I requested the account closed 2 years ago. So, when I asked what happens to the money my wife made this year to the the Fraudulent Account that they did not close at my request! Lmao, so when I made the fraudulent claim with their outsourced card services (only time u can talk with the card services), they have accepted most of the charges, dating back 69 days, anything older is on us and the money that they show we paid to the account is a "wash".... I have never, I mean never, experienced such a disaster of an institution in my 33 years of being married! If you are on here and have love for this place, be very careful and watch your accounts very closely and make detailed notes (even though ur notes me nothing to this institution). My experience is they have gotten to big to quick and are more worried about Cardinals Baseball and St. Louis Blues Sponsorship over there members services... Best of luck to future account members, it is your money, not theirs!! Be very careful read more

I would never recommend membership here. I just moved to area (this past weekend) from San Antonio, TX. I am a honorably retired veteran from Scott AFB, IL making me eligible for membership. I applied online and instead of immediately getting an account established I received a reply indicating that "A member of our staff will review your application and will reach out to you within the next business day." Well, I was never contacted so I went to the O'Fallon, IL branch to see if they needed more information. I was told that my request was denied due to not having a verifiable address. I told the representative that we are currently residing in an Air B&B in St. Louis, MO and looking to purchase a home in O'Fallon in the near future. I also told the agent the purpose of the new account was so that I'd have a local banking institution for direct-deposits. All-in all, this Credit Union has the WORST policy for verification process. I'm a veteran and it should not matter where I live. I meet all of the other requirements!!!! read more

Did our mortgage loan at Scott but have had several incidents since the loan. August 2022 the Scott website and mobile app stopped reporting transactions correctly, missing payments and duplicating others. Spoke with several representatives of Scott regarding this. Was told it would be fixed in 2 weeks, still waiting as of 12/31/22. Told I would be emailed resolution in 11/22 still waiting. Told a solution that didn't work I'm 11/22 regional manager was to contact IT and mortgage department for resolution. A couple of week later I was told to go to a different section of the website than my mortgage loan section for an accurate report (not sure why they have two areas to see mortgage payments), hopefully the new section is correct. Tried to make a principle only payment 12/31 and it took the Scott rep about 50 minutes to figure out how to do this. Scott reps have not been able to figure out how to print detailed mortgage payments, promised to email but never do. Promised to find find out why online was not reporting correctly then call me, never happened... read more

If you're looking for a company with integrity, you should keep looking, cause there ain't none here, their customer service approach is, agree with everything, promise anything, do nothing, cept lie lie lie. read more

dry poor customer service from the rep I incurred. had an attitude from the start. very direct no care about any questions I asked . I wanted to know the rates for members auto loans. she quoted me 6.7 and up and didn't say another word. I use to have south division credit union, every since they have taken over it's been bad when I get the office in Ofallon IL. as though they really don't want to deal with Chicago. I'm moving to Navy Federal and taken all my money with me . I also received a better rate at the dealership. that's when I knew something was wrong cause this almost never happens. how do you let a dealership beat you ? read more

Worst customer service I have ever seen. I have been treated like a child, five years back. Now when I need help from the mortgage dept, called everyday leaving voicemails and not one phone call back in four months. There is nothing I can say good about them read more

Pro - Epic Checking rate is far higher than other institutions. Con - Today was the SECOND time our teller counted cash deposit $100 less than we counted. Once, I thought maybe I just made an error, twice, I'm not sure. Three people counted my cash before I presented at the drive through. I'm unsure how all three could've made the exact same error. The issue is complicated by COVID, as I'm unable to enter the branch. Both times the teller took my cash to a location out of my sight to count. To prevent future misunderstanding, I'll be counting the cash out in front of the teller at the drive through. I'll then ask they do the same, WITHOUT leaving my sight. Admittedly, this could be my error, but I feel it unlikely with three people counting and I was the final person to count. Their rates are great, but not if I have to "eat" $100 every time I make a large cash deposit. Be extra careful to count cash in front of the teller and ask they do the same without leaving your sight. This protects you and them. read more

please just RUN! horrible bank just trash they hold your money hostage even when coming from treasury department

Look elsewhere for your banking needs. February 8th 2021 and you still can't use the lobby. You cant even make an appointment to talk to someone. Crazy. They say it is for safety. I guess all the other banks in the area are open because they shun safety. Think about it. They are looking out for their bottom line. Lobby closed, don't need counter tellers and no cleaning required. Profit. Profit. Profit. Wanted to mortgage our house with them and they would not even talk to use without a credit check. We had over 75K in their bank. We pulled it all out. Stay away. read more

Assuming that you will never have any problems in your life nor need your bank to be understanding you should go here. The rates are unbeatable on all of their products. However... SCU is a great bank, until one payment is late. Yes, I know, pay your bills you leech. Well that's all great except a car got totaled, their GAP didn't pay for 60 days of my calling SCU and the GAP corporation over and over. Got another car in that time, and awaited to see what my leftover payoff would be after everyone paid out for the claim. During this time my wife's job ended and so I am the sole provider. No big deal, except this was unplanned so a bill got behind - the totaled car I'm waiting to get the payoff for due to their slowness. So the totaled auto loan hit 30 days past due. During this time I have been calling them and trying to get GAP done. According to SCU this is an absurd amount of time and they don't know why it's taking so long. Short version - I'm not ducking my bills, and am trying to get it over with quickly. The day the auto loan went 30 days past due, my debit card and all accounts were frozen. This is after no late payments for our mortgage, totaled car loan, and new car loan over at least 4 years. 48 payments and great credit and they pull this after being in communication constantly. *Fortunately* for me they were gracious enough to unlock our checking, savings, and kids' savings accounts as a courtesy once I complained. After more complaining once someone called me back, they were sweet enough to unlock my debit card as well. There was no warning during any of my calls that this could happen. I called them 3 times the day after this happened and got 3 different explanations as to why my card wasn't working - finally the last guy told me it was due to the auto loan hitting 30 days. I will be leaving ASAP. I will take a hit on the current auto loan for a point or even two just so that SCU won't be getting our money any longer and will be going somewhere else. The mortgage - I am probably stuck with the excellent rate there, but I will be paying it off as soon as possible. I'm sure they have this ability/authorization hidden in terms and conditions somewhere, so they have the right to do it. However just because you have the right to do something doesn't make it right. This is the kind of crap that makes people do graffiti. I'm not threatening, but I understand. read more

WOW! Where do I start? A week ago (10/22/2021) I called SCU on Gravois in St. Louis, Mo. I requested to speak to someone about a VA Home Loan. A Tim Hecht called me &I told him that I was wanting a maximum VA Home Loan of $300,000. I told him that we owe nothing. Wife works(Nurse), I am retired with Social Security, & two Retirement Checks. We also own(free &clear) a $300,000 Duplex in S. County with a Tenant paying $700.00 per month.Three vehicles less than 4 yrs. old. Paid for. Credit Score of 840. Mr. Hecht stated I will send you 2 e-mails. One will be to create an account(portal) in able to upload all documents required & a second e-mail listing all documents required. My wife & I created the portal but never got the second e-mail. I e-mailed Mr. Hecht stating we never got the second e-mail. NO RESPONSE! I then sent a text to Mr. Hecht. NO RESONSE! 10/23/2021 Sent an e-mail to SCU. Received a call from a Marty from SCU stating Tim was off today. WOW!!!! Marty verbally told me what documents they needed to do a Credit Check & determine what amount could be put on a Pre-qualification Letter. Marty stated that Underwriting Dept. would take 24-72 hrs. to complete. Within an hour I had all the documents Uploaded to include a VA Certificate of Eligibility. He didn't ask for that, but I KNOW you need that to get a VA LOAN. Fast forward to 10/26/2021. Received call from Mr. Hecht now with questions about my Wife's income as a NURSE during the Pandemic. Fast forward to 10/29/2021. This now being a WEEK & still NOTHING. Mr. Hecht again questioning my Wife's income. At this time I told him that the SERVICE at SCU was awful. I told him to remove the HARD HIT CREDIT CHECK from our Credit Reports because they have done NOTHING & I am NOT going to have that on our CREDIT REPORTS for 2 years. JUST BEWARE OF SCOTT CREDIT UNION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

Stay away from this bank. I initially started an account with SCU because of a auto loan I had accepted. I had been warned by several people to beware this bank, however the interest rate was low so I signed on. Right from the start there were several red flags. I had to make several trips to the bank because of "paperwork issues" with the loan. If you attempt to handle anything over the phone it will not get done. The entire process was very unprofessional and the employees were rude. Fortunately I was able to refinance the vehicle with a different bank, however I had forgot about the checking account. There was a fraudulent charge on the account that had overdrafted it. SCU took no action to contact me about the account or to investigate the charges. Instead, they closed the account and sent it to a collection company without contacting me once again. I found out five days later after the collection company contacted me about payment. When I contacted SCU, the excessively rude phone rep stated that SCU does not contain the resources to contact members about account issues. Also, that if I would have kept tabs on my account this could have been avoided. I paid the $30 overdraft and closed the account. Save yourself the headache and bank elsewhere. read more

It's clear why there are so many negative reviews for SCU. The service is getting worse every day. At least at the O'Fallon, IL branch, they make it difficult to perform even the simplest transaction. Latest example is a requirement for a written statements to remove service I did not request in the first place. They started the service without my request or need of a written statement but will not cancel it. This requirement doesn't appear to have a legal premise but more their "preference" to ensure I know what I want. Ridiculous. Finally had enough. Pulling all accounts and will transfer to a institution with better customer service. read more

Wish I would never have opened an account with them. Biggest mistake of my financial life. Highly disappointed and absolutley do NOT reccomend. Also disappointed with how rude phone service and branch workers are. Best advice I can give is to stay away and find another place to go. Expected way better. :( read more

If ease of access via online banking is important to you, you probably want to find another bank. SCU's online system is horrible. I've had SCU for a couple years now. As far as customer service and banking products, I haven't seen anything to complain about. Of course, I rarely use this account other than the occassional deposit/withdrawal, so there's really not much of a chance for me to see anything negative. That being said, their online account access (desktop or mobile) is absolute crap. Two years ago I set up my online account access, and was then immediately locked out from my account because I supposedly put in the wrong password. The password that I always use, that I had literally just set up and wrote down. Saturday, we set up an account for my 13 year old. Today I got online and set up access to her account. Wrote down the user ID and password, and was logged in. 10 minutes later went to log back in and was locked out. Called the customer service line to reset it, and they wouldn't talk to me about because it was attached to her social. I had just input all of the information 10 minutes before, and now they wouldn't talk to me, even though I'm on the account and have full access. That's the one thing I couldn't do was reset the username/password. As I said, I haven't dealt with them enough to comment on their overall service, but if it's anything like their online products, I can only imagine that if I used them for my primary banking, I would probably run into issues. read more

I have been a SCU member for many years. I have banked at the Belleville (both locations), the Fairview Heights and the O'Fallon locations I have never, not even once had a bad experience As a matter of fact, they have gone above and beyond to meet my financial needs. Best move I ever made was to transfer from Regions Bank to Scott Credit Union! read more

Called to try to get assistance/information on how to handle an account of a family member who passed away and the woman was very rude. All she kept saying is I can't give you any information. When I asked what I needed to bring in she said I can't give you any information. I didn't want account information I wanted to know what to do about the account since the person had passed. read more

I live in O'Fallon & drive into Fairview Heights to do my banking. The tellers I've encountered at the O'Fallon branch are not friendly. There is one that goes out of her way to be rude every single time! I even called the branch manager to complain & I've never done that in my entire life! The drive into FVH location is well worth it! read more

I have been banking there for 10 years and this place is getting worse. Anytime I want to take a large sum of money out of the bank it is a fight with these people. When you tell them your unhappy with how they do business they don't care. read more

Staff is helpful. Service is pretty quick. Has a notary on site and is very helpful. Members get free notary services.

We had a few bill pay issues that they corrected for us in a few minutes. We have always been very pleased with all aspects of service.

I have an auto loan with SCU and from the beginning, they have been immensely difficult to work with. I lived 100 or so miles out of their perimeter, so they initially didn't want to accept me. The dealership set up the loan with them, so I never had an option. SCU eventually did accept me, but required that I go to the DMV and pay to update my driver's license showing my new address. To make your payments online, there is a fee. I have no other accounts that require such a fee for paying online, so this company feels very antiquated and they're not keeping up with the pace of other companies. That left me with having to mail an old fashioned check every month. In trying to make my final payment to pay off my loan, I followed the directions on SCU's website to pay electronically through my bank. My bank notifies me that SCU doesn't allow electronic transfers, so they mailed SCU a check. Low and behold, the check didn't get processed on time because the address SCU provides for electronic transfers isn't the same address for mailing payments. This left me with extra days of interest that I had to pay, all because SCU places false information on their website about being able to make electronic transfers/payments. I will never put any more money into this company's antiquated and lying hands and I would strongly suggest others do the same. read more

I noticed the bad reviews and had to leave a good one because I always have a pleasant experience with the tellers at the O'Fallon SCU. I have also overheard the tellers be very patient with other customers who have questions or a problem. I think the reviews of bad tellers must be old. I started banking here about 2 years ago and have been happy with everything. read more

Worst bank (credit union w/e) I have ever dealt with. No limit on amount of overdraft fees they will charge per day, will hold personal checks deposited for well over a week! If you have deposited a check to keep your account from being overdrawn and it is "pending", you can bet your life that they will process as many other pending charges as possible so they can rack up the fees. My debit card was frozen due to "suspicious charges". What was suspicious Scott, the groceries I bought at the store down the street? The ATM withdrawl at the ATM down the street? The other same exact things I buy all the time? OHH and the kicker, the time there actually WAS fraud on my account, they did not freeze the card, and then they tried to tell me they would not refund the money because they could not determine for sure it wasn't me that made the charges: a $400 charge an African weave store (I'm white and blonde), a gas station and a liquor store in the hood nowhere near anywhere where I have made a purchase before... Some of the tellers are rude, customer service is terrible. I have banked at US Bank, Chase, and a couple of small regional banks. This is BY FAR the worst one I have ever used. The reason I became a "member" lol is because I had heard that credit unions had all the benefits of a bank, but none of the drawbacks or some crap like that. What I experienced was the exact opposite. If this were my only option for banking, I would rather dig a hole in my back yard and keep my money there. read more

I was just reading all the negative reviews and wondering why as I have never had a problem.....until today. I called to ask a couple questions and the person who answered not only rushed me off the phone but kind of made me feel stupid for my inquiries. I just wanted to make sure I was doing something correctly. Apparently she was a bit impatient to get off the phone. read more

To start with you should know that my credit score is good and I have never been late on a single payment. My concern here is the loan process and the fact that personal information about me was released to a private individual without my consent and the party that it was released too simply called in over the phone. I had a vehicle used as collateral on a loan and decided to trade it for another vehicle from a private individual even up. I called Scott and was told I couldn't do that without replying for a loan so I did an on line application for a new loan and was easily approved at a nice interest rate. Since I was trading the current vehicle evenly for another one of equal value, I was going to use the new loan to payoff the first to get the lien released. Simple process I thought and not illegal in anyway. They informed me that I couldn't do that so I told them to just make the check out to the party of the vehicle I was buying and they could write a personal check which would payoff the first vehicle. It's the same difference and still very legal. So Jessica said she would get the process started and let me know when I could come in to sign. Mean while I called the person that owned the vehicle I was getting to let them know what needed to happen according to Scott Credit Union. They thought it sounded fishy and wanted to call Scott themselves to confirm so I gave them the contact information. They called Jessica and then called me back to let me know they had spoken to Jessica. Jessica had told them they wouldn't even process the loan until I paid off the first loan. No one had told me that!!! Talk about breech of the privacy act to say the least. They had given personal and private information about my loan process without asking me first or confirming who the person was that was calling them. I called Jessica back to find out what the hell was going on and she informed me also they couldn't do the loan until I paid off the first loan. Absolutely absurd!!! I asked her why because it wasn't illegal and she just told me that the branch manager told her no. Here's our simple this whole process is; I called another bank that gladly processed the loan over the phone and had me come in and sign the paper work. Done deal, great rates, friendly as could be and was glad to have me as a customer. I called Scott Credit union and told them I was paying my loan off and wanted a copy of the title and a lien release. The gentleman on the phone told me he couldn't give me a lien release until the check cleared and that would take 7 to 10 business days to happen. HELLO!!!!!!! He didn't bother to ask me how I was paying. I told him I would be bringing CASH!!!! You could have heard a pin drop; OH, well I can give you a lien release then he tells me. Needless to say I wasted an entire day getting a simple loan which I had to go another bank to do. I was so pissed off over the entire ordeal. How stupid!!! Needless to say I will be moving all my banking needs to a bank that's willing to help me. Happy Customer again (with new bank), Paul read more