Complaints

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

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• 

  Service Credit Union

  3003 Lafayette Rd Portsmouth, NH 03801-5904

• 

  Service Credit Union

  90 S Main St Rochester, NH 03867-2701

• 

  Service Credit Union

  254 Lowell Rd Inside Walmart Hudson, NH 03051-4913

• 

  Service Credit Union

  14 Colby Ct Bedford, NH 03110-6426

• 

  Service Credit Union

  15 Penny Ln Somersworth, NH 03878-1043

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:03/01/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The Service Credit Union has downgraded my savings account and locked me out of my account after claiming to have noticed "suspicious" activity on my account. The only activity on my account has been setting up a weekly direct deposit and scheduling a wire transfer to my other account (which they did not process last week). Their fraud department emailed me on 2/26/24 to notify me of this concern and the actions taken. I replied immediately asking them to explain the suspicious activity and for an immediate resolution so that I can access my accounts. I received no response. I also called the person that was assigned to my case, 3 times and left 2 voicemails, they have not returned my call to this day 3/1/24. I have called their customer service lines 2 times, one time about the fraud concern and one time about just gaining access back into my online account. Both times they were unable to assist me and have told me to reach out to the fraud specialist or wait for a call back. It has now been over 1 week since my wire transfer was not processed and over 3 days since their fraud department reached out to me via email (did not bother to call me once). They have two weeks of direct deposits from me now and refuse to resolve this issue, this is unacceptable and frankly becoming suspiciously fraudulent and criminal if they do not relinquish my funds.

  Business Response

  Date: 03/07/2024

  Thank you for bringing this situation to our attention. Upon
  reviewing your complaint and the facts surrounding the situation, we acknowledge
  that there was indeed an initial concern regarding suspicious activity on your
  account. Our fraud department acted promptly in accordance with our protocols to
  safeguard your account and prevent any potential risks while they investigated
  the matter further. Our fraud department was also delayed in responding to your
  attempts to contact us due to high volume, but made sure to get back to your
  within the week to resolve your concerns.

  
  I want to assure you that we have thoroughly investigated
  the matter, and upon further review and conversations with you, have determined
  that the transaction is not a concern. Our goal has always been to do our best
  to protect members’ accounts while ensuring seamless access to their funds. In
  this case, before moving forward with the requested transaction it was imperative
  we confirmed it was a legitimate request.    

  
  Since speaking with you 3/1/2024 all holds on your account
  have been removed and the requested transaction was processed.

  
  We sincerely apologize for any inconvenience and frustration
  this situation may have caused you. Please be assured we are committed to ensuring
  that you receive the level of service and security expected as a member of the
  credit union. 

  Customer Answer

  Date: 03/08/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/20/2024

  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 am not liable for this debt with service federal credit union, I do not have a contract with service federal credit union, they did not provide me with the original contract as I requested.

  Business Response

  Date: 02/28/2024

  Hello,
  Thank you for your feedback. To protect your
  personal information, we will be sending you a detailed explanation regarding
  your account with Service Credit Union to the email address we have on file.

• Initial Complaint

  Date:02/20/2024

  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.

  Service credit union has twice taken unauthorized money out of my bank account. This money was taken to pay my husband's loan through them. I am not on the loan and he is not on my account. I can't belive how unethical this is. They've also chosen to do this at times when my account is at its lowest. This causes transactions to be denied and they charge fees.
  
  Most recently on 2/16/24 $573.06 and previously 01/31/24 $144.48
  
  I want all of my money returned to my bank account. Whatver financial issues he has with this bank are not my responsibility. I am not listed on his accounts or loans.
  
  I'm in the process of leaving this bank and closing my accounts, and my kids accounts due to this fraud.
  
  I've attached screen shots of the account showing he isn't listed on the account and the transactions.

  Business Response

  Date: 02/20/2024

  Hello,
  After reviewing your account, we can confirm that an updated
  membership application was signed in July of 2017 adding an individual to your
  checking account. With a joint account each person has equal powers with respect
  to the account and any money in the account can be paid equally to any of the
  joint owners on the account. According to our account agreement and disclosures,
  if one or more of the joint owners owes the credit union money, the credit
  union can use the funds in the joint account to pay the debt. In your
  situation, that is exactly what happened. We used the joint funds in the checking
  account to offset owed funds.  If you
  would like to have the joint owner removed from your checking account, he would
  need to sign a letter asking to be removed. The letter can be dropped off at any
  branch location or mailed to P.O. Box 1268 Portsmouth, NH 03802.

• Initial Complaint

  Date:02/15/2024

  Type:Product 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 a service member serving overseas (Germany) I moved back to the US and noticed charges from a ******** company. I tried calls, emails, and chats with Service Credit Union to no avail. This company has been taking money out of my account 2x per month, for over a year. Today I finally spoke to Briana, a manager at the contact center, who told me they would ONLY go back 60 days and cancel the card. I advised that was NOT going to work as I left Germany over a year ago and I need a FULL refund of monies that I DID not authorize. I also explained that I was on missions etc, and could not call for a few months, but when I did the bank said "Sorry all representatives are busy try your call again later or send us an email". The absolute worst bank in the world. I want a complete refund for ANY AND ALL charges from ********. I am not going to upload copies of my banking statement but I am happy to provide them to an individual.

  Business Response

  Date: 02/27/2024

  We
  understand the frustration and concern this situation has caused. As your
  financial institution, our primary role is to facilitate the transactions you
  authorize. While we strive to assist our members in resolving issues promptly,
  it’s important to note that the responsibility for canceling preauthorized
  transaction ultimately falls to the account holder, which is typically detailed
  in the terms of service agreed to with the associated vendor.
  The
  credit union was first made aware of a discrepancy with the *** ***** transactions on February 14, 2024. At that time, we were informed you no longer
  used the service, but no cancellation has been initiated.  Additionally,
  you have included the credit union on an email conversion with *** *****, in
  which *** ***** indicated they received no prior cancellation of the contract
  with them and would take the email dated February 15, 2024, as your request to
  cancel your contract with them.
  Since
  *** ***** is stating the first notice of cancellation was received February 15,
  2024, we are unable to dispute any prior charges from *** ***** because these
  are not considered unauthorized charges under regulation as there was no
  revocation of authorization to charge your card. Because this is not an
  unauthorized charge, you would need to work directly with *** ***** to request
  a refund. If you have attempted to cancel the service prior to February 15th,
  please advise us of that by emailing our Chargebacks team at
  [email protected]. 

• Initial Complaint

  Date:02/05/2024

  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.

  I was stationed in Germany from 2022-2023. In April 2023 I purchased a 330 SLC MB and financed this vehicle with SCU. I paid the vehicle off within 3 months (Aug 02, 2023). Upon having met my financial obligation on Aug 02, 2023, I closed the account and provided my home address (**** ******** **** ******* ***** *****). At that time I was reassured I would have the title to now my vehicle, I am still waiting for the title to my vehicle. Upon clearing base on Nov 01, 2023, I again stopped by the SCU branch to f/u on my title, I provided an official address change to my home in Texas, and I was reassured the title would be in the mail. I have arrived at my permanent home of record, I phoned SCU in late November to f/u on the title and was again reassured, it is in the mail. My call in mid-December, I was pacified that the USPS services and the holiday season may delay the mail. I again phoned in mid-January, now 5 months later, to learn the status of my title. At that time I was told by customer service the title was in the mail and I would receive an email with the tracking number, well, this email never came. I phoned again yesterday Feb 01, 2024, to no prevail. As of today, Feb 02, 2024 - I have no title to my car, Vehicle REgistration lists SCU as lien holder until I can provide the title. I provided Vehicle Registration with the letter of lien release however, I am unable to apply for a Texas title in my name until I receive the letter from SCU. Service Credit Union does not live up to valuing the Service Member yet, while loans may be quickly available in overseas branch offices, the customer service is below any expectations. I demand to be issued my title to my are that was paid off six (6) months ago (Aug 02, 2023. I wish to receive what is rightfully mine - the title to my vehicle that has been paid in full. SCU does not represent a soldier's interest, it does not value our services by keeping SCU in business at military installations. SCU is by far, post-pandemic, the worst customer care business. I only demand what is rightfully mine, the title my my vehicle. I am tired of being pacified, tired of being lied to every time I call them. While the customer service in Germany was below any respect and commitment to the soldier, it appears the home branch set the stage for such poor customer service.

  Business Response

  Date: 02/08/2024

  We apologize for the inconvenience and frustration you have
  experienced regarding the delay in receiving the title to your vehicle. Upon
  investigating your case, we found that the delay was primarily due to
  circumstances beyond our control. As you may be aware, with overseas loans,
  obtaining the necessary trail of ownership documents can often be a complex
  process, and sometimes these documents are incomplete, requiring additional
  time to procure. In your situation, the quick turnaround from purchasing the vehicle
  to paying off the loan within four months presented challenges in obtaining all
  the required documentation from American Motors, the dealership you worked with
  in Germany.
  
  It's important to note that while we strive to provide efficient service,
  certain factors such as international transactions and postal services can
  impact the timeliness of document delivery. We promptly mailed the title
  documents to the address we had on file for you via certified mail, which
  requires a signature upon delivery. Unfortunately, the delivery was
  unsuccessful, leading to further delays while USPS held the document for a
  month waiting on contact from you, after which time the documents were returned
  to the original overseas sending address.
  
  Please rest assured that we are taking all necessary steps to expedite the
  process and have notified our Overseas Records team to expect the documents and
  send them to you expedited once received. We understand the urgency of your
  situation and are committed to resolving it as quickly as possible but do have
  to rely on you being present to sign for delivery or following the curriers
  instructions to finalize the delivery process if you are unavailable. Thank you
  for bringing this to our attention and for the opportunity to review our
  processes.
  
  Once again, we apologize for any
  inconvenience this delay has caused you and appreciate your patience and
  understanding in this matter. If you have any further concerns, please contact
  us at 800-936-7730.

• Initial Complaint

  Date:11/13/2023

  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 financed a used car and was weirded out that the dealer used this service credit union as my financer . I financed a $9000 loan that is now impossible to pay back . I'm seeking legal advice to hopefully find out how to avoid damage to my credit or repossession of the vehicle. %100 a scam, the customer service "agents" are scripted bots that do nothing but stall.

  Business Response

  Date: 11/13/2023

  We apologize that you’ve had
  difficulties making payments on your loan. To have taken out a loan with
  Service Credit Union you must be a member with a Primary Savings account and a
  minimum of $5 on deposit in that account. If you were not already a member with
  us the opening of your membership would have been completed by the dealership
  prior to signing loan contracts. We encourage you to review all documentation
  provided by the dealership prior to signing any contracts so you are aware of
  the terms and conditions you agree to.
  
  As a member of Service Credit
  Union, you have access to our online banking services which include several
  payment options you can set up based on your needs. You will receive a welcome
  letter from us including pertinent information regarding your membership and
  loan.  If you have not received this letter and do not know your
  membership number, please call 1-800-936-7730 to obtain that information after
  verification of your identity.
  
  Service Credit Union accepts
  payments via cash, check, or ACH. You can make payments in person at a branch
  or shared branching location, via ACH payment set up through our online banking
  service, over the phone, or initiated from another financial institution, or by
  mail if that is the most convenient option for you. We are confident that this
  array of options covers any payment method you may want to use, and we would be
  happy to walk you through setting up any of these options.
  
  We hope this information
  provides clarity on the payment options available to you. If you have specific
  questions regarding your membership or loan, please contact us at
  1-800-936-7730 for more information. 

• Initial Complaint

  Date:11/02/2023

  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.

  Account name SERVICE FCU
  Account number ****** Account number ******
  Account number ****** Account number ****** 
  Certified Mail #********************** - Service Federal Credit Union
  
  
  Attn CFO:
  
  NOTICE TO AGENT IS NOTICE TO PRINCIPAL AND NOTICE TO PRINCIPAL IS NOTICE TO AGENT
  
  15 U.S. Code * **** - Obligations with respect to disclosures of personal information
  SERVICE FCU it has come to my attention that you illegally reported my information to unaffiliated 3rd parties without giving me my disclosures.
  Pursuant 15 USC 6802 you are required by law to give me 3 disclosures I have checked all documents from your institution given to me and none of these documents contained any of the required disclosures pursuant
  15 USC ****(b).
  
  (b)OPT OUT
  (1)IN GENERALA financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless—
  (A)
  such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section **** of this title, that such information may be disclosed to such third party;
  (B)
  the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party; and
  (C)
  the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
  I am hereby requesting all above disclosures required by Federal.
  
  Yours Truly
  ****** ******

  Business Response

  Date: 11/02/2023

  Service Credit Union provides a
  copy of our Privacy Policy as part of the account opening process, ensuring
  that no account is opened without this disclosure having been presented. We do
  not disclose nonpublic personal information about a member to any nonaffiliated
  third party outside of permissible purposes detailed in the associated
  regulations. A list of those exceptions can be found in the US Code cited in
  your statement and allow financial institutions to share information for
  purposes such as performing everyday business functions, processing transaction on
  behalf of a member, maintaining an account, complying with requirements imposed
  by regulations, or report information to credit bureaus.
  
  Since Service Credit Union only
  shares nonpublic personal information within exceptions allowed by regulation,
  we are not required to provide an opt out notice.
  
  If you would like specific
  details surrounding an account you may hold with Service Credit Union, we
  encourage you to contact us at 1-800-936-7730. Since this is a public forum no
  personal information will be provided in this location.  

  Customer Answer

  Date: 11/03/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

   

  In good faith Im exercising my right to
  15 U.S. Code § 6802 -
  Obligations with respect to disclosures of personal information
  On October 25 I mailed certified mail a notice
  requesting my Disclosure Pursuant 15 USC 6802(b) you have failed to provide me
  with the required disclosures as per federal law. The law is explicitly clear
  that before a financial institution discloses any consumers non public person
  information they must give the consumer 3 disclosures so the consumer has an
  opportunity to opt out of having their information reported.
  Service Federal Credit Union you knowingly, will fully and fraudulently withheld
  pertinent information to suite your own agenda, forcing me to comply illegally
  with you reporting my non public personal information to a non affiliated third
  party companies for your own benefits and profits, this was not equitable to
  me, my family or household.
  I AM ENVOKING MY SPECIED REMEDY THAT YOU PREVIOUSLY
  DENIED ME BY WITH HOLDING MY DISCLOURES, Pursuant 15 USC 6802(b).
  PURSUANT 15 USC 6802 (B) I ******* ****** a living
  breathing man hereby exercise my right and specified remedy to OPT-OUT of
  having this account with my non public person information reported.
  DELETE THE BELOW ACCOUNT FROM ALL CONSUMER REPORTING
  AGEGNCIES.
  Account name SERVICE FCU
  Account number ******
  Account number ******
  Account number ******
  Account number ****** 
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 11/06/2023

  We
  understand that you are unsatisfied with our response, however, the facts
  remain the same. Service Credit Union only shares nonpublic personal
  information within exceptions allowed by regulation, we are not required to
  provide an opt out notice since we do not disclose nonpublic personal
  information outside of the exceptions.  

  
  The
  exceptions to the Privacy of Consumer Financial Information Rule allow
  financial institutions to share nonpublic personal information or purposes such
  as performing everyday business functions, processing transaction on behalf of
  a member, maintaining an account, complying with requirements imposed by
  regulations, or report information to credit bureaus. Consumers do not have the
  right to opt out of this type of information sharing.

  
  Again,
  if you have further questions about an account you may hold with Service Credit
  Union, please feel free to contact us at 1-800-936-7730 as this forum is not
  appropriate to discuss private financial information. We would be happy to
  review your account and inform you when and how our Privacy Policy was provided
  to you based on account records.

  
  You
  can also review our Privacy Policies, by visit ************************************* 

• Initial Complaint

  Date:09/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Purchased a new truck from *** ****** ** ********** back in 2016. Financing was provided through Service Credit Union at the dealership. I had *********** setup to debit the money from my personal account each month (bi-weekly actually) to pay Service credit Union.
  
  *********** made my last truck payment to Service Credit Union on January 11, 2023. I had just discovered that the auto payments were still being pulled from my personal account to pay for the truck. Long story short, I was un aware that I needed to call *********** and cancel the automatic debits. *********** has refunded me the money for the month of September and has stopped the automatic payments for that loan. This is just backstory. not the complaint.
  
  I called Service Credit Union today 9/21/23 expecting them to have the money that was overpaid to them. They had not contacted me or sent me any refund checks for the overpayments, and the money I was expecting to have was not in any account.
  
  However, we did figure out where the money went. Instead of refunding, opening a new account, or even reaching out to me, Service Credit Union decided to apply my over-payments directly to my wifes car loan automatically without my knowing or consent (my wife's car is also financed through Service Credit Union). The last 15 auto payments pulled from my bank account have been applied to my wifes vehicle loan. I did not agree to have my payments applied to anything other than my original truck loan. This has shorted me thousands of dollars throughout the year. What am I supposed to do, ask my wife for a refund?!?

  Business Response

  Date: 09/27/2023

  Hello Ryan, 

  We have emailed you a response to this complaint as it contains sensitive account information that we cannot share on this public forum. 

  Customer Answer

  Date: 09/27/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
  
  Thank you for all your efforts!
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:09/01/2023

  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.

  On many occasions I have asked for help with fraudulent charges that I either could not figure out where they came from or charges that should not have hit my account. The credit union has refused to file disputes with the company (s) that are charging my account. Additionally they seem to NOT care or work for their members at all. I have great credit and a great standing with the credit union and have expressed a true EMERGENCY in either having my funds disputed nd returned or help with a small "quick loan" to settle bills in which I need to in order to survive- they again opted not to help. Im so disappointed in the chargeback and loan dept. Not to mention I know people who work there and are breaking many laws by sharing OUR personal info with friends

  Business Response

  Date: 09/05/2023

  Hi *****,

  
  We have emailed you a response to your message on the BBB as
  this is a public forum and we cannot discuss your confidential account
  information on here. 

• Initial Complaint

  Date:07/21/2023

  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 not liable for this debt with Service Federal Credit Union and I do not have a contract with Service Federal Credit Union. They did not provide me with the original application like I asked.

  Business Response

  Date: 07/25/2023

  Hello, 

  We cannot locate the account in question; please contact us directly with additional information on your disputed account at ******************@servicecu.org. 

  Thank you,

  Service Credit Union