Consumer complaint received 2022-08-21
Company: SCHOOLSFIRST FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
Dear Sir or Madam : My name Is XXXX XXXX XXXX I am a potential enrollee with the schools first credit union. My application ID : is XXXX. I initially applied for membership on XX/XX/2022, via an online portal. During the process, I uploaded all required documents, including my school transcripts. On Monday, XX/XX/2022, I called customer service to request the status of my application. I was told by a representative that I needed to upload my transcripts, so once again, I uploaded my transcripts via the online portal. On Tuesday, XX/XX/2022, I called again to find out the status of my application. I was told again that I needed to upload my transcripts, so I uploaded my transcript yet again via the online portal. On Thursday, XX/XX/2022, I called customer service again, this time I was told I just needed to add a funding source. On Friday, XX/XX/XXXX, around XXXX AM I went to the schools first credit union XXXX XXXX branch located at XXXX XXXX XXXX, XXXX XXXX California. 

I was properly greeted and then stood in line I spoke to a very polite young lady who signed me in, as I sat and waited to be called. The employee who served me was named XXXX, he started to process my application. He asked me for my school ID which I gave him. He then asked me for my transcripts, for which I pulled up on my cell phone and I asked him if I could print them or how can I upload them so that he can see them. He stepped away and apparently talk to his lead. He then came back and sat down and told me Unfortunately you need to be in a student assistant teaching position in order to qualify to be a member here at the schools first credit union. I thanked him for his time, as I proceeded to walk out. I then called customer service and explained to the representative what this member service representative told me, the representative then talk to the membership applications department and said it was incorrect, and that all I would have to do is upload my transcripts. So once again I uploaded my transcripts, this time I called and spoke to the customer representative in the membership department. The Lady I spoke with was very polite and started to process the application, again they asked for the transcripts. So once again I uploaded the transcripts. I called back and spoke to another membership enrollment agent. Again, this lady was very polite but said I do not qualify because I am not enrolled in a credentialing program, I reply to her yes, I am. I uploaded yet another copy of my transcripts as well as a curriculum sheet. I explained to her in great detail, that I am a XXXX study major with a XXXX studies option, within that option is the credentialing. I went as far as to explain to her and once again upload my course syllabus for classes that were related to teaching. She apologized and said she doesnt see where its related to education. At this point, I was beyond frustrated and angry at the level of blindness by your staff. I have literally had to add an additional class to show XXXX course material to supplement an application for the credit union. How beyond ridiculous are your membership requirements!! 

I have now since started a complaint with the consumer financial protection Bureau. The reason why am doing this is that your schools first credit union should honor what it is representing. I do applaud you on the faade of your business model, which indicates that it is 100 % positivity and teachers first, we got your back great marketing!!! However, I wish it were true. I have attached once again for the record, a new copy of my transcripts including the highlighted version showing the XXXX course curriculum. Including the initial curriculum plan for which I enrolled in the program. I hope to hear a response soon from your executive team, I would appreciate a call not from a customer service agent, nor from a manager, but rather someone who can expedite applications.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation