Consumer complaint received 2025-09-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: STATE EMPLOYEES CREDIT UNION
State: FL

Complaint narrative:
nstitution : State Employees Credit Union ( SECU ) Account Involved : Checking Account Ending XXXX XXXX XXXX XXXX XXXX ( Card Ending XXXX XXXX ) Primary Account Holder : XXXX XXXX ( XXXX XX/XX/XXXX ) Complainant : XXXX XXXX ( spouse, direct financial interest in disputed funds ) Summary of Issue On XX/XX/XXXX, my spouse, XXXX XXXX knowingly filed a false fraud affidavit with SECU claiming that I used her debit card without authorization. SECU then credited her account {$1200.00} based solely on her statement and permanently reversed legitimate marital transactions without conducting a meaningful investigation or reviewing the evidence available to them. 

These transactions were for utilities, mortgage payments, and other expenses for XXXX jointly owned and managed rental properties in North Carolina and Georgia. 

XXXX. The card was provided to me by XXXX XXXX my spouse with standing authorization for marital property bills. 

XXXX. She directly benefited from these payments because they maintained property she jointly owns and co-manages. 

XXXX. Marital funds where deposited and withdrawn from the account throughout the marriage XXXX. The accounts for which the payments where charged back are in XXXX XXXX name. 

XXXX. XXXX XXXX is a co landlord on the lease for both properties. Per the lease the landlord is responsible for paying the utilities. 

XXXX. The property in Georgia home mortgage loan is financed through SECU, which several chargebacks were issued. 


After the chargebacks were initialed by XXXX XXXX I contacted SECU and informed them of the the charges, willingest to send any evidence needed, what the charges were for, and authorization to use the account. Despite this, SECU ignored me and never requested or asked for documentation, SECU relied entirely on her one-sided claim, and violated Regulation E by failing to investigate or respond to my subsequent demand letter. 




Timeline of Events XXXX XXXX XXXX XXXX called SECU, falsely claiming : We were separated, I was her ex, husband and I took her card. 
I used her card without consent, it was fraud, and she received no benefit from the transactions. 

She filed a signed fraud affidavit during this call over the phone. 


XXXX XXXX XXXX SECU issued provisional credits to her account for the disputed transactions and then made those credits final, without verifying the facts. I contacted SECU and informed them of the the charges, willingest to send any evidence needed, what the charges were for, and authorization to use the account I was never contacted or allowed to provide evidence during this process. 
XXXX XXXX XXXX XXXX  I filed for divorce in XXXX XXXX XXXX using the date of XXXX XXXX as the date of seperation _____________________________________________ XX/XX/XXXX Received subpeoned documents and phone calls detailing the claim for the chargebacks. 
___________________________________________________ XX/XX/XXXX XXXX XXXX filed a counter -claim divorce petition in XXXX XXXX XXXX XXXX Florida XXXX swearing under oath through her counsel that our official date of separation was XX/XX/XXXX, one day after her call to SECU. 

This directly contradicts what she told SECU when initiating the fraud dispute on XX/XX/XXXX. 
_____________________________________________ XX/XX/XXXX I sent SECU a formal 20-day demand letter by certified mail and email to the their legal department, which included : Warranty Property deeds for both jointly owned rental properties, Utility bills and mortgage statements paid with the disputed card, Lease agreements listing her as co-landlord, Screenshots of text messages where she provided me with a photo of the card, The provisional credit letter from SECU, The divorce petition showing contradictory statements.

In this letter, I demanded : 1. The full investigation file, 2. A refund of {$1200.00}, 3. Confirmation of corrective measures to prevent future violations, 4. Referral of the case to SECUs fraud department and/or law enforcement, 5. A written apology. 

________________________________________________ XX/XX/XXXX My deadline expired. SECU failed to respond at all no written explanation, no refund, no acknowledgment of my demand. 
Why This Violates Regulation E Regulation E defines an unauthorized transfer as one : 1. Made without actual authority, and 2. From which the account holder receives no benefit. 


In this case : XXXX explicitly authorized me to use her card including sending photos of it to me via text message. 
The disputed charges directly benefited her, as they paid bills for jointly owned properties. 

After the chargebacks were initialed by XXXX XXXX I contacted SECU and informed them of the the charges, willingest to send any evidence needed, what the charges were for, and authorization to use the account. Despite this, SECU ignored me and never requested or asked for documentation, SECU relied entirely on her one-sided claim, and violated Regulation E by failing to investigate or respond to my subsequent demand letter. 

Because both conditions fail, these charges can not be considered unauthorized. 
SECU had a legal duty under 12 C.F.R. 1005.11 to : Conduct a reasonable investigation, Provide me with evidence supporting their decision, Reverse improper credits if fraud was disproven.

Instead, SECU : Relied solely on her unverified affidavit, Ignored contradictory sworn statements in her divorce filing, Failed to request or review my evidence, Ignored my demand letter completely.

Harm to Me I lost {$1200.00} due to SECUs decision to permanently credit her account. 
My ability to manage and maintain our rental properties was compromised, resulting in late utility fees and property management issues. 
Ive incurred additional legal costs related to the divorce and dispute. 



Evidence Being Submitted I am attaching : 1. Demand Letter dated XX/XX/XXXX ( with certified mail proof ), 2. Warranty deeds for both properties, 3. Utility and mortgage bills paid using the disputed card, 4. Lease agreements listing XXXX XXXX as co-landlord, XXXX. Screenshots of text messages where she provided card photos, 6. SECU provisional credit letter, 7. Divorce petition excerpt showing the XX/XX/XXXX separation date. 

Summary SECUs actions show a pattern of non-compliance : They failed to conduct a reasonable investigation, Ignored clear contradictory evidence, Provided no explanation for their decision, And completely ignored my 20-day demand letter.

This is a textbook Regulation E violation that caused me financial harm and demonstrates systemic risk to other members. 

I request immediate CFPB intervention to secure a refund, hold SECU accountable, and prevent future violations.

Company response to consumer: Closed with explanation