SECU
Reviews and Complaints

The app has most of the features of the actual website in terms of banking such as transfers etc., that is, when it's working. Every few upgrades it seems that it stops working, in particular since I've been using Beta releases. I'm not sure if it is an app issue or an Apple issue. The reason I say this, is I don't seem to have issues with other apps. If it is a certification issue, I assume it's Apple being overly protective and zealous and not using the same certification when they release Beta iOS, to which my response is get it together Apple. If it is an app issue, please fix it NCSECU team. I like having the newest features first, but if Beta versions break apps I use on the regular, I'm going to consider switching back to stable releases only. If that doesn't help, I may be inclined to return to the dark side, as I never had important apps like my banking app break on Android just by switching firmware.

UPDATED ***
I received a response from the developers who asked me to email them with information about my issue. I sent an email with all the steps I took and what the end result was. A few days later I got a response with how to fix it. Although the steps were a bit cumbersome, it did fix my issue and I am back on track with accessing the app. When I have a check to deposit, I will try doing that again.

I just upgraded my phone and went to configure everything on it and this app is the only one I am having an issue getting it working again. I enter my credentials, answer my security question, create app password, enable Face ID then I try to enter my app password and I get ‘Incorrect Password’. So I have to do everything on the web again.

Before I upgraded, I tried using the new remote check deposit. It went through, but then it got reversed all on the same day. That makes it useless to me. So I have to use another banks remote check deposit and transfer that money to my NCSECU account.

Running iOS 13.4 on iPhone XS Max.
I began using this app a couple years ago and it performed well initially. Then started late in 2019 a reoccurring problem began where the app could not authenticate upon opening neither using face ID nor passcode...no error code, just the pin dialog would vibrate side-to-to-side then stop and never advance past that point. I tried the reset but that did not work. The only way to get the app to function and allow access to my account was to delete the app from my iPhone, reinstall it, fo the initial set-up, and then log-in using the pin or face ID. It would would work for a few days then return to the problem state. Over the past few months this cycle has happened more frequently to the point I have to go through deletion and app reset/up daily. I have contacted SECU customer service but they cannot offer solutions to reso r the issue. BTW, account access through the website and the SECU mobile access work properly without any problems but are not as convenient since they do not offer biometric access.

App worked initially upon install MONTHS ago, then after a forced update on the app where it kicks you out of being logged in and you have to re-setup your login information I have gotten login errors every single time I try to get back in since. It has you set a new 5 digit passcode - confirm the passcode - then the very next step is to enter the passcode YOU JUST MADE to gain entry - and without fail every single time (no matter how many times you try to re-setup the login) it will kick back an incorrect passcode error and ask if you forgot your passcode. From half a second ago? Nope, pretty sure it's this janky app that's the problem...not my memory. I try to get back in after every app update hoping it's resolved and not happening anymore and yet here we are, the issue has YET TO BE FIXED IN MONTHS NOW. I have to get online on my phone, and in some settings that could be less than secure, to check my account because of an issue that seems to be the main complaint in the reviews for this app has yet to be fixed after months and months. Very frustrating.

This app is definitely helpful for me. The only problem I have now is the passcode. Unfortunately the passcode does not work for the app. I just got a new phone. After I put in the passcode in the setup, it tells me that it is incorrect after putting the same passcode in. So I am unable to access my account my account through the app. Again great app, but this problem is impeding the set up process.

1 month later: unfortunately I am still unable to setup my account. Is there a representative that I can call to assist in this?

Resolved: After speaking with the SECU Mobile App Team, they responded with this solution,
“If you have just recently gotten a new device, we recommend that you please delete the App completely off your device and then go to the Apple Store and download it again. For some reason, the app does not like the “cloud/ backup version” and has to be downloaded new to work on new devices. If this is not the case or does not work, please let us know so we can troubleshoot further.”

Hope this helps some people. The app works just fine for me now. They are really trying to help us out!

I was so stoked when I saw that SECU had finally developed an app a while back, but it’s been a love/hate (mostly hate) relationship since day one. For starters, the app rarely works; it constantly gets stuck at startup and will either do the spinning wheel thing or tell me there’s an error and I can’t use the app right now. This is maddening, as it’s been happening for months and I know many others have reported the issue. I have an iPhone 12 mini with reliable internet and the latest system / software. Can we please get a fix? When the app does work, it’s fairly bare bones stuff, basically an app version of the mobile site that lets you view balances (though only for the last few months, which is irksome), pay bills, transfer funds, etc. Truthfully, this covers my needs most of the time, and I’d probably be content with this if I didn’t have to fight and roll the dice every time just to get access to the minimal features. Launching an app was a big step for a state credit union, but it’s all for naught if you don’t maintain the app and at least try to keep pace with the market. I can’t recommend this app to anyone right now.

It appears my previous issue may have been more of an apple issue then a NCSECU. If you are switching to new iPhone, I would suggest updating your iOS on old phone before transferring apps over. You will save yourself a lot of headaches.

Working way better now and is greatly improving with each update. Moved from 1 star to 3 star. Hoping I’m a couple of updates to get to 5. Need remote check deposit for that fifth star.

I updated my app when I got the iPhone 12. During setup I am trapped in a cycle of failure that makes the app unusable in current state.

Here is what happens: it asks me to setup app by signing in with username and password. All good. Then asks me to create pin for app. Then re-enter pin. Finally asks me whether to enable FaceTime. All seems good.

Says app is all setup. Click enable. Asks for pin. And failure state! It will NEVER accept my pin. I have reset this app 9 times. Each time praying it is me just fat fingering the pin. No. This app will automatically reject you on the enter pin screen.

Developers, please save me. This is a critical app to my personal financial setup and monitoring. I would gladly help recreate issue.

Many hiccups and bugs. Never finds electronic payees and advises to set up “Duke Energy” as a check payee rather than electronic yet it is one of the most used payees probably in the state. I have to log into full web site to pay any bills. I seem to have no problems logging in except now and then, tells me to try later. Never able to log in or use the app in any way from about 1 am to 3 am, says it is always down for maintenance during that time, I guess everyday. I am used to an app at a BOA that can do everything and is much more dependable and sophisticated. No noticeable bugs in that app. Paying bills was a breeze on BOA app. Did not take long to pay all my monthly payments in one action. Just had to enter money amounts. Most all payees were electronic and recognized when address set up. When the SECU works like BOA I will be happy. It takes me 3 or 4 times as long to set up payees and then log on to full web site with user I’d and password different from access to app to complete payment. I would say it is mostly useless for what I need to use it for. Many users agree. Per these reviews. They need to do better or drop the app if they can’t make it functional.

This app version is a great start for a great organization. NCSECU is the second largest credit union in the United States. I love SECU but they have been behind the curve of technology for some time. The release of this app is a good sign for the future of the organization as humanity have grown greatly within the Information Age and are looking to conquer the experience age. With that said, the user experience for this app is satisfactory. Familiar gestures and other inputs are used to navigate and access the app i.e., swiping and pin input. The UX includes a simple grid, and a clear card sorting method to display particular account types. The flat design is ripe for the times and is easy on the eyes.

Things to add:
Biometric authentication to access the application. This should be implemented very soon if it is not already planned. The proclivity for someone to check on them his or her finances, especially for young people who use facial recognition or fingerprint scanning to access private information, is greatly increased when the investment of time and perceived effort is decreased. This will enhance the necessary money management capabilities lacking of many young people but also contribute to the apps overall efficacy for the membership as a whole.

I used to be able to use the app. At one point about 1 1/2 months ago the app stopped working and told me to get started and to start setup. I completed setup many many times using the same password that I use for EVERYTHING and I know that code and it tells me that my code is invalid and I would need to start over. I closed the app to see if it would work then I’d just have to start the setup again just to be led back to the same problem. I just deleted the app and downloaded it again and it did not work. This app was very very convenient and so easy with just one tap and my fingerprint but now I have to go online and sign in and it just goes so much slower. Please fix this problem and I don’t think this is a device problem this seems like a developer problem due to many others having the same exact problem...

Edit: I have found maybe a temp fix the to setup failure. I deleted and downloaded the app again twice and it finally worked. Maybe you can try this and let me know if it works. I’m guessing it could have something to do with the software that the app has to protect the bank account. So therefore when the data is backed up from iCloud or something and is put on a new device it doesn’t recognize the device. That’s just my guess but could very well be wrong

Update 4/16: I never did contact support, But I appreciate them reaching out to me (I blame Apple App Store for not notifying me that they had responded). Upon opening the app after the latest update I had to wait about a minute before I was prompted to re-enable biometrics and re-login due to security changes. I did this and now the app opens smoothly and quickly each time I launch it. Bravo. My review is moving back up to 5 stars (from 3).

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I've been using the app for years and have had minimal issues with it. I just upgraded from an iPhone 7 Plus to a 12 Pro last week and had a lot of trouble logging in. I assumed this had something to do with faulty saved data in regards to TouchID (old phone) vs FaceID (new phone), so I uninstalled the app and reinstalled it. No change in behavior. When I launch the app I get a spinning (busy) circlet in the middle of the background that seems to carry on for a very long time. Eventually a setup prompt appears, and touching that leads to a login prompt. My login (validated it on the mobile web portal and with my password vaults) is never accepted.

Eventually, the keyboard link to the iOS keychain (saved passwords) came up after many unsuccessful attempts to login. Once I used that to insert my login credentials it worked and allowed me to resume (and complete) setup.

I get this same error message on the screen:

model.load.failed.title

model.load.failed.message
—————————————
Try Again

And then the Try Again button loads in an endless loop with the error message again on the screen!

It usually gives this message when Signing Out. It has generated this error message NUMEROUS TIMES now. And each time my only recourse is to restart the OS. So far the reboot has worked. I have had to reinstall all of my SECU settings each time I finally get back in, so it is quite an aggravation. Please look into why it is doing this and fix!

This is a beautifully designed app. It doesn’t need to be giving error messages like this! And like I said, this isn’t the first time I have gotten this message!

This app is also quite powerful, containing a lot of very sensitive information —even scans of your cleared checks with your signature on them. If someone got into the app and your bank information on here, it would be potentially disastrous. That is why this app’s security measures have got to work and be stable. I have found in practice, however, that this is not the case. Numerous times the app’s 5-digit login did not work correctly. It did not accept the numbers I entered, even though they were the correct ones, for about 4 or 5 login attempts in a row. Then suddenly on the very next login attempt with the same numbers it suddenly went through and let me in. Many times it never would accept the numbers, and I would have to resort to restarting the app over from the beginning from the Setup screen. Then there were several times when using the app when it suddenly gave an error message and would not load the app. I would then have to restart the iPhone and then go into the app. If that didn’t work, I would have to resort to deleting the app and then re-downloading it and re-installing it. These are all buggy programming issues that should not be happening in an app at the security importance level that this one falls into. So I am asking the developers to please take this beautifully designed app that is so easy to use and navigate in, is aesthetically appealing, and has such a well-designed user interface and get these design security flaws worked out of it! It’s such a nice app to have such security bugs in it! Get these problems worked out and I will give a solid 5 stars!

This app is so underwhelming and random with its performance. One day it works the next day I can’t even login. It amazes me that every bank has an app that’s miles beyond this one. I’m tired of trying to check my account and having this app tell me my password is wrong then when I reset my password it won’t even let me login through the app. This is a joke it’s been over a year and this app is still so far behind every other app. Please for the love of god fix this app to be consistently usable or I’m going to give up and find a new bank. It makes no sense for this app to still have so many problems every time I open it.

I had the this app originally on an iPhone XR and used it for almost 2 years with no issue. Approximately 3-4 months ago I would sign in and then immediately when it would go the 2nd step authorization the screen bottom would move up to the middle of the screen and the field to type in would disappear and not able to enter code. It was as if it anticipated a keyboard to occupy lower half of screen or something. I am unable to drag the screen back down. A Few months later moved to an iPhone 12 and having same issues. However on an iPhone SE 2020 there are no issues. The app does not seem to be working well on larger screen phones.

There is no need for the “We’ve Made Updates” pop-up to appear every time you sign into the app. It first appeared when check depositing was made available via the app. I assumed it would be fixed after enough complaints. But then here comes the update with minor bug fixes which I assume includes the removal of the pop-up. Nope! Just new information about the app update on the same pop-up! Just another screen to close out before I can see my accounts! We don’t need to be reminded every time we sign in.

Other than that, I love the app! I just put a 2 star rating to get someone’s attention. Sorry to be annoying...but the pop-up is annoying.

When I originally downloaded the app when it came out, I had no concerns/issues. The app allowed me to access my account faster and more efficient than having to go through the website... Can’t say that anymore!

Every time I try to use the app it makes me setup. I setup the account and as soon as I am prompted to use the five digit code to access, it tells me the code is incorrect. I stopped using the app for about a year and just attempted to see if the issue had been resolved (I see many reviews stating the same issue). ITS NOT. This app is more of a hassle then using the mobile website version, so I just created a shortcut link for that instead.

Prior to downloading the app, I always used NC SECU’s full website and never had any problem.
I downloaded the app and have had problems signing in with my user ID and or password. Had to contact customer support and somewhere along the line the system changed the upper case and lower cases to the letters in my user ID and to my password. Also had problems when answering the security question. That department needs tweaking as well. In the meantime, I’m going back to using the full website. I like the format of the full website way better that the one for the mobil phone or the app’s format. Wish ncsecu’s app site was more like the full website’s format.

SECU seems to always be way behind their peers when it comes to consumer tech. They finally released a mobile app, which is mostly check your balance, find locations, basic info access. There needs to be more functionality in the app- ESPECIALLY mobile check deposit! I’m in awe that they’ve made it through EIGHT months of the pandemic without prioritizing this feature. They haven’t even released a timeline of when to expect it- just a vague “um, we’re working on it but can’t say when it’ll happen.” SECU is a great bank with great financial services, and very poor digital access to them. Hope to see more attention to their technology team and resources in the future.

It’s been several months since this app actually functioned.

I cannot fathom updating the api so that it doesn’t get lost halfway up my screen is a costly and timely update. I’d actually wager that it won’t take much more than a single line of code.

It’s totally understandable to have a bug introdced, even one that is as app breaking as this one can slip through testing, but it is wholly unacceptable to submit your users to a bug that limits their access to monitor their savings for SEVERAL MONTHS.

Please. Fix your app. It’s a pain to change debt cards and update all my accounts but after being unable to look at my account for half a year it’s starting to seem like the only option.

To be in the age of apps, this one just has constant updates, every time I go to check I have to update first it seems like. It is almost impossible for me to see the status of my credit card transactions, it’s like if I don’t look the week they were made, I can’t see them ever again. Wells Fargo app shows me all debits and credits in the account dating as far back as I could want to see with options to sort. All SECU apps are almost useless other than to check your current balance and transfer funds. Good luck if you are wanting to see all your purchases and credits lined up - you’d have to click till you die and still prob not be able to see them in a format that makes sense for managing your personal finance data.

This app is horrible! Once you first download the app everything is fine. Then maybe a week or two afterwards there’s a forced update! After this it’ll start telling you that your password is wrong. It’ll lock you out of your account even if you try to log on from the website and force you to change your password that you use to login. It’s a repeating cycle and it does this on my iPad as well. Just login to your account from your website, it’s safer and easier. Trust me when I say, there’s not one person that can say this app is smooth sailing because everyone that I know that used this app all are continuously having the same issue and I’ve had this app for over a year now. Nothing has changed and no bugs have been fixed!

This is the worst bank app I’ve ever used. First they don’t even offer things like mobile deposit that other banks offer. Also it almost never retains my info and I have to sign back up every time because when I make a pin it says it’s wrong. IT IS NOT ME. I TRIED THREE TIMES UNINSTALLING AND REINSTALLING. It has to be a glitch. Now I just get the error unable to launch. It’s not my phone. Don’t even bother if you don’t want to have to completely sign up again almost every time you use it. Update: I have tried on multiple times and even just got a brand new phone. I go through set up and then when I put the pin in it says incorrect and will not let me EVER log in. DON’T BOTHER. BEEN AT LEAST A YEAR AND THE APP HAS NOT WORKED ONCE.

I do enjoy the convenience of the CU app...when it works. I’ve decided to delete the app until it is updated and go back to using the mobile site. Unfortunately, after clearing my cache and resetting my passcode, the app continually tells me my credentials are invalid. It’s unfair to have to change a password I’ve used for years to try to work around this bug.

I wasted time reinstalling the app and going through setup twice, just to still have this issue.

When it works, it’s alright. Provides standard features most banks have had on their mobile app for a while, but nothing truly special or groundbreaking. I understand their working on mobile check deposit? It’s been a while since they’ve intro’d the concept, so hoping they mean soon!

I have had this app for at least a few years and this last year especially has been TERRIBLE. it continuously logs me out and when I set it back up, it always says the 5 digit password is incorrect, when I just did it. there is no way around it, I have re installed reset anything and everything you can think of and nothing. it also will not let me transfer any money out of my savings and claims “this balance is too high” when i clearly see with my own two eyes the money is there. this app was a waste of money and a total waste of time. I honestly wouldn’t be surprised if a two year old made an app better than this. I have officially given up and will be using the mobile website where I have never had issues. please, just fix it. or delete it all together.

I’ve been a SECU member since I was a baby (at least 35 years) so I was excited for the SECU app. And it seemed to work ok at first, but now it’s such a pain in the a%$! It is constantly unable to open, times out or other everyday features just simply won’t work. Especially when I need it the most! I have to close it completely and reopen it multiple times or restart my phone. I had much better luck when I had a bookmark on my screen for the mobile site. This app still needs a lot of configuration work. Most banks have their apps working 10x better than this one. My other bank app never had any issues. Apps are supposed to make these processes easier and more convenient but this one causes many extra steps just to open it and force you to use the main site instead.

Updated review: updates for this app still don’t include mobile check deposit. It’s truly disappointing. Not even quarantine and a pandemic could speed up what the bank has been promising for a very long time. Not to mention, the login is consistently glitchy and I always get my transaction texts a day late.

Original review: Although glad SECU finally got with the times and developed an app, it still lacks in providing all of the features to effectively bank and manage accounts online. Yay for being able to check balances and move money but what about mobile deposits - Like USAA, Citi, Navy Fed and many others? Why release a half-a*** app? Keep up with the trends so your bankers aren’t missing out on a full mobile banking experience and aren’t shopping for other credit unions.

I’ve had this app for a couple of years on my iPhone 8 Plus. I’ve upgraded to an iPhone 12 Pro Max and the app won’t let me get passed the setup screen. It asks me to create my 5-digit pin. Then it immediately asks me to enter that 5-digit pin, but tells me it’s incorrect. It won’t let me progress further than this screen. From reading the reviews, everyone who has a new phone is experiencing this. I work as an application developer and it’s pretty pathetic that this app has not been updated in more than a month and instead of actually looking into the issue and resolving it, the developer simply copy/pastes a useless apology to every review and asks users to email them to troubleshoot. This is absolutely unacceptable! Either fix your app or take it off the App Store! This shouldn’t be that hard to do! If I could rate -10 stars I would!

This app honestly makes me want to reconsider being a member. I thought that the mobile device was supposed to be affective and efficient with being able to view our accounts as well as a new feature mobile deposit. With mobile deposit they acted like we would be able to have access to our monies immediately. My check got denied for mobile deposit because I did not write on the back of it that it was for SECU Mobile deposit only, when it did not specify.The fact that such a redundant sentence has to be written on the back of the check when it is obviously for mobile deposit if I’m uploading it via mobile. They denied it and now are saying I have to come into the branch or mail the check; a complete inconvenience when I live out of state. I actually had to get my fiancé to upload the check to his bank and then cash app it to me due to the inconvenience of this app.