Complaints

This profile includes complaints for Family Security Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Family Security Credit Union has 21 locations, listed below.

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  Family Security Credit Union

  2204 Family Security Pl SW Decatur, AL 35603-5500

  
• 

  Family Security Credit Union

  310 US Highway 431 Boaz, AL 35957-2172

  
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  Family Security Credit Union

  1305 Highway 31 SW Hartselle, AL 35640-2817

  
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  Family Security Credit Union

  5976 US Highway 431 Albertville, AL 35950-2008

  
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  Family Security Credit Union

  50 Marco Dr Decatur, AL 35603-5425

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with family security credit union .I do not have a contract with . they did not provide me with the original contract as i requested

  

  Business Response

  Date: 06/30/2025

  After reviewing this account, all records appear accurate.  This negative balance is for a charged off share draft account.  We had numerous conversations with this member back in *************************************************************************************************************************** a Family Security Branch.  We cannot discuss specifics of this account in this platform, but if this member will call our *********************** ************, we will be happy to discuss in detail and more than happy to mail original account opening documents.

• Initial Complaint

  Date:06/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to bring to your attention a fraudulent account that has been opened in my name with Family Security Credit Union. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent ******************************** Name: Family Security Credit Union Opened Date: 12/27/2019 Account Number: *****************High **********************: $150.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 06/30/2025

  We cannot discuss specific account details in this format.  In instances of possible account fraud, we have to obtain police reports from the member and copies of ID may be needed as well.  This member can contact our ********************** at ************ and we will be happy to discuss the details of this account as well as provide information needed to verify fraud.  

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to notify you of a fraudulent account that has been opened in my name with Family Security Credit Union. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent ******************************** Name: Family Security Credit Union Opened Date: 9/25/2021 Account Number: ****************High **********************: $535.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/03/2025

  The credit card account in question appears to have been opened with a valid ID and was share secured with a savings account.  This ********************** card became past due and the funds in the savings account were used to payoff the credit card balance and the line of credit was closed.  If this information is not accurate, the member will need to contact ******** *******, Collections Manager at *********************.

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint regarding a fraudulent account on my ********************** report that I believe is related to identity theft. The account in question is FMILY SEC CU (Opened Date: 5/16/2017, Account Number: *****************). Despite my attempts to resolve this matter directly, the issue persists, and the account continues to negatively affect my credit.Under the Fair Credit Reporting Act (FCRA), I have the right to dispute inaccurate information and have it removed if found to be fraudulent. I am seeking the BBB's assistance to ensure the credit reporting agency addresses this issue promptly.

  

  Business Response

  Date: 02/07/2025

  We are unable to locate this account for review with the information provided in the complaint.  *************** could please call ******** *******, Collections Manager, at ********************** or **************************** we will attempt to resolve this issue as soon as possible.  Thank you.

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 5, 2024 I let my nice friend borrow some money and she wired the money back to my account and when the wire came in I went to the bank to receive my funds. As I approached the front counter the lady that was assisting me said she had just received a call and for me to call ***** and she would provide me with the reason why and what was going on with my account and I haven&#**;t heard from ***** since.

  

  Business Response

  Date: 01/07/2025

  Today, January 7th, 2025, ***** ********* (AVP of Compliance and Security) was able to contact *** ************** It appears we did not have a valid phone number on file.  We were able to use the number on this compliant to contact her.  ***** ********* and *** ******* were able to communicate and resolve this issue and *** ******* will be receiving her funds today.  We will consider this issue resolved.

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from ********* ********* to **************. I closed my account at the small ********************************************* I had there called OnPath. They issued me a cashiers check. I went into Family Security Credit Union to open an account. I handed ***** ***** the cashiers check for her to verify.She went into the other room, came back and said the check was fraudulent. So I went into her office and called Onpath in front of her on speakerphone and they verified the check was legitimate. I then asked for the check back and she refused and she called the cops. I patiently waited and the cops showed up. Called the bank on speaker phone again, they had her read out the check number and for the SECOND time verified it was a legitimate check. Then the cops had their ******* arrive. For a THIRD time I called Onpath on speakerphone and for the THIRD time the check was verified. I was then told that I was put on some sort of list to prevent me from opening accounts and the cops did surrender my check back to me because not only was it verified twice in front of them but I also had a original receipt from the bank with me as well. I don't know if ***** ***** did not give the correct check number to my bank initially or what happened but here but clearly there was a grave mistake. I was treated like a criminal when I did nothing wrong and even proved three times I did nothing wrong. Luckily I was able to keep my composure and the cops did the right thing but this wasted an entire afternoon. I was dealing with this for almost three hours.That check was for almost fifty five hundred dollars. That was attempted theft and defimation of character.

  Customer Answer

  Date: 10/10/2024

  The ************* report number is M2241001015

  

  Business Response

  Date: 11/12/2024

  In investigating your complaint, we found that you attempted to open an account with ********************** on October 9, 2024 using a cashier's check issued by OnPath Federal Credit Union in the amount of $5,491.88.  The employee opening the account asked the branch manager, ***** *****, if she could verify the check to avoid the funds being placed on an extended new account hold.  ***** attempted to verify the authenticity of the cashier's check by calling the telephone number on OnPath Federal Credit Union's website and was told the routing number on the check did not belong to them.  She further inquired if their cashier's checks used a different routing number and was told that the check was fraudulent.  Police arrived at the branch shortly thereafter.  Reports from both ***** and other branch staff indicated that ****** *******, a man accompanying you in the branch, made threatening remarks to ***** which resulted in the police spending more time than necessary addressing him and the police notifying you that you are no longer allowed on Family Security Credit Union property.

  We found that ***** ***** was acting on a reasonable belief that the check was fraudulent, and see no evidence that she was attempting to steal or otherwise misappropriate funds from what she believed was a fraudulent cashier's check.  In addition, Family Security Credit Union did not make a report to any fraud database or credit reporting agency related to this matter.

  We apologize these circumstances led to such a negative experience for you, and encourage you to reach out to OnPath Federal Credit Union if you have not been able to obtain any funds that are rightfully yours.  They would be in the best position to validate and cash the check or transfer funds to you by other means.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My debit card would be declined with NO contact No phone call No email. I would go shopping it was decline, very embarrassing, I would immediately go to bank and was told the charge didnt look right so it was turned off. We checked the balance it was high. They turned it back on. In 2 days the same thing happened leaving me stranded without my funds. I go again to the bank and am told just a glitch absolutely not remotely caring about my recurring issue. I have called customer service 26 times and have yet to talk to a person. I went back to the bank my balance was fine! Talked to the manager and was totally just smiled at and said things just happen. Im tired of being cut off from my money and Nobody cares about the embarrassing situation Im put in. Why does an institution spends thousands to get customers and then treats them with smirk and like of empathy. This third time is enough for me. Ill go where Im appreciated and treated with courtesy.

  

  Business Response

  Date: 03/12/2024

  Someone from our card services department will reach out to **************** today to get a better understanding of why this issue keeps reoccurring.  We apologize for the inconvenience this has caused and we will work directly with the member to find a resolution to this issue. 

• Initial Complaint

  Date:01/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with a member of this credit union early August 2023 to make sure all payments were up to date as they were continously calling ** each month saying we were missing a payment even though we were paying monthly. In July 2023, they pulled 3 payments. In August, when I spoke to them, they confirmed that we were good after those payments. It is now January ****, and the credit union is asking for a "missed payment" from August 2023. I spoke with a billing agent named ***** on 1/13/2023 that stated we are missing a payment from August. Today, 1/22/24, I received a call from a collection person with that credit union named, ****, who is saying we are past due on a December payment. I have bank statements that show monthly payments including a payment on 12/15/23 that was pulled for the truck payment. I have also talked to ******************* as we are selling/buying property, and she noted that we are not in default on that loan. Additionally, I took it a step further to review my credit report, and it shows 100% payment history. All while having these conversations, I have been interrupted and told they were going to repo our truck even though they are receiving payments each month. I was also told by ***** in billing that she spoke to my husband on 1/12/24, and he understood that we were receiving late fees, etc. When I asked him about this, he never spoke to her. When I sent out an email addressing all of these concerns including ***** lying about speaking to my husband about fees we were not aware of. I was ignored for over a week. Family Security Credit Union is a joke, and I truly feel like they are trying to scam money from us. Since they are JUST NOW, sending us to their collections department for a payment in August 2023, I'm assuming this is going to start showing up on our credit. If you would like documentation, please reach out via email, ***************************

  

  Business Response

  Date: 01/29/2024

  We cannot locate the account with the information provided in this complaint.  Our Collections Manager, *******************************, will be calling the phone number listed in the complaint to discuss this matter.

• Initial Complaint

  Date:01/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not liable for this debt with Family Security Credit Union. I was impacted from The Equifax Date Breach as well as a victim of Fraud/ Identity Theft. I don't have an contract with Family Security Credit Union. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 01/18/2024

  1-18-2024   We received a letter from ChexSystems on 1/8/2024 stating the member, **********************************, claimed to be a victim of identity theft or fraud. There was a copy of the police report attached with the letter. The letter stated that ChexSystems permanently removed the info from their files as of 1/3/2024.  This has been removed from ChexSystems and should no longer be showing with credit bureaus.  ***************************** should contact our collections department if a recent credit report still reflects this discrepancy.

• Initial Complaint

  Date:12/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from FMILY SEC CU, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: *****************I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,***********************

  

  Business Response

  Date: 01/11/2024

  We have reviewed Ms. ******************* style="font-size: 0.875rem;">account and the facts are as follows.  On 10/06/2023, ******************** share draft account was charged off with a negative balance.  We attempted to contact the member at ************* the same day the account was charged off.  Multiple letters were mailed to the member before the account was charged off.  **************** did make payments on the account and eventually paid the charged off share to a zero balance on 11/21/2023.  Upon this payoff, Family Security updated our credit bureau reporting to reflect this charged off account as paid in full.  We are reporting this information to the credit bureaus in an accurate manner and feel no errors have been made.  ******************** signed signature card abides her to the terms of Family Security's Master Account Agreement which clearly defines how we share information with the credit bureaus.