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:07/13/2023

  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 had a transaction charged back on a blocked card from ******* on 6/18/23. My CU told me it should still show up. So far it has not shown up in my account or on new debit card. SCU told me to call you to rectify the situation after giving me the $298 then took it back before seeing the deposit from *******. To date it is not in my account as its floating in a cloud. I am submitting proof of that transaction with this email. If I could get your help with this refund I would so appreciate it, that is 2 Bill's for me to pay. I am not going back to ******* or SCU sfter this is rectified
  Ty ***** ******** *** *** **** if no minutes I can get text or email
  This is happening because the bank did not stop a dispute when I told my branch I was all set with it and took care of that date dispute myself. They never pulled back so ******* was under impression both days of payments were not authorized. The 300$ was my may bill for cable when the bank led them to believe I was disputing that date also, only date I was disputing was the $259 ******* took out on july 3 instead of july 20. ******* refunded that amount on new card I was able to verbally give them. I was good after that but bank did not comply & dispute was not withdrawn. The bank gave me 300 but took it back, told me bc I went home & did my own investigation. I was communicating with both until they said they're not talking to me anymore.

  Business Response

  Date: 07/18/2023

  Hi *****, we have sent you an email with our response to
  your correspondence with the BBB as it contains confidential information about
  your account that we do not want to publish on this public forum.

  Business Response

  Date: 07/21/2023

  Hi *****, 
  
  Please be advised that our Chargebacks department, who handles these types of matters, will be emailing you shortly with more information.

  Customer Answer

  Date: 08/03/2023

   
  
  Date Sent: 8/3/2023 1:51:07 PM
  I am enclosing a copy of the transaction from ******* indicating they DID refund $297 on a BLOCKED card ending in ****. I dont understand why my bank is telling me it should come thru the account, but it hasn't been seen or is not tangible as of yet. This transaction from ******* includes the original pay date/authorized confirm # & an authorized confirmation of the refund transaction on card ending ****. I was disputing the unauthorized date of 6/3/2023 but because the dispute wasnt withdrawn then when I said I was all set, comcast gave back the may payment also. Hence the situation I'm in now. $$$ floating on a card that is no longer active & the bank not complying with honoring that lost $$$. They actually did, then took it back before dispute is settled. I NEVER asked SCU to withdraw in regards to this action. I told my branch I was all set  when I got back the disputed date(6/3/23) on a new card I verbally gave them.  But because it wasnt withdrawn then, comcast saw both dates disputed(I only asked for 6/3) & refunded the original pay for may back also(297 on the blocked card) Why is it not showing up in my account like you say it should. Enclosed is proof of the lost transaction 

• Initial Complaint

  Date:06/08/2023

  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 demanding the following LATE PAYMENTS to be deleted from my consumer report due to inaccurate reporting which has cause damage to my credit score the date opened the date last active ON these accounts does not match and that's a violation of the fair credit reporting act 15 usc 1681s-2 (a) (1) (A) (B) and metro -2 reporting violations I HAVE CONTACTED THIS BUSINESS ABOUT THIS MATTER BEFORE

  Business Response

  Date: 06/13/2023

  Hello *****,

  We have emailed you with more information on this matter as
  this is a public forum and we cannot share confidential information about your
  accounts in this manner. 

• Initial Complaint

  Date:06/08/2023

  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.

  Someone took my name and SSN and applied for a credit card with SCU. SCU approved the application. I sued the person for fraud. I presented the court judgement to SCU for proof of fraud and they agreed with me that fraud was committed against me. I asked to be absolved from the credit card debt and SCU told me that that was not possible because I was liable for the debt. Also they think that I am getting this money from the court judgment so if they absolve me then they would be at a lost of the money due for the card unless I pay it.

  Business Response

  Date: 06/13/2023

  Hello, 

  Based upon the documents you provided, the court has granted a default judgment in your favor against the other individual.  Said documents do not provide that you are not liable to Service Credit Union, nor do they require the other individual to pay Service Credit Union for the debt.  If you wish, you may use that restitution to pay the balance of the credit card. As such, we are unable to resolve your complaint as you requested and will not be refunding the money on your card or removing it from your credit report.

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: This consumer did not provide BBB with the reason they did not accept the business's response to their complaint. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:02/21/2023

  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.

  My adverse action letter says my credit is a 240
  But my Equifax and Credit Karma is 536/590
  Ive been a member of this Credit Union since
  2007 and been denied, loans credit cards
  Constantly, like there hasn't really been any help
  I feel really let down, like discriminated against.

  Business Response

  Date: 02/22/2023

  Hello, 

  Due to the sensitivity of your inquiry, we've emailed you at your email on file with additional information regarding your complaint. 

   

  Customer Answer

  Date: 02/26/2023

   
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not provide BBB with the reason they did not accept the business's response to their complaint.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/17/2023

  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.

  Please for the love of god end the madness…
  I have no idea how many emails, phone calls, or conversations I’ve had about this issue but I’m about to give up.
  
  I have received yet another late notice for my motorcycle loan. I have time and time again begged you guys to stop my old motorcycle loan auto withdrawal, to use the balance that you’ve withdrawn from my account towards the new balance, and to start a new auto withdrawal. As a Credit Union, you cannot allow this to keep happening it’s simply unprofessional.
  
  In concession, I understand that I uphold a certain level of responsibility to pay this loan. However, I trust that when Service Credit Union states that my auto withdrawal will take the money out as needed, that they will do it and I can worry about all my other problems. You guys have over drawn several hundred dollars and chosen not to use it towards my loan that is degrading my credit score because it’s considered late after not being paid.
  
  Dear Service Credit Union employee, please ******* help me. This is my last desperate cry for help. If you don’t believe my words just listen to them instead. If you are able to pull old call logs feel free to hear me complain about these very issues ive experienced. ********** is the same number I use to call you guys every single time.
  
  ~Sincerely, ******* ********

  Business Response

  Date: 02/23/2023

  We've looked into this matter and see that a representative
  from our Contact Center sent you a response on February 21st explaining your
  automatic payment setup.  We apologize for the miscommunication regarding
  the auto transfers and appreciate your feedback. Should you have additional
  concerns, please feel free to reach out to our 24/7 Contact Center by calling
  ###-###-#### or by emailing ***@servicecu.org.

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I still have a late due payment and a balance. I included a picture of the balance due. I also included a picture of the auto withdrawal I allegedly started months ago. I’ve given ever permission I could think of for you guys to take the money out of my account and the bill. PLEASE DO THE FOLLOWING:

  CLEAR THE BALANCE USING MY MONEY OR YOURS I DO NOT CARE

  MAINTAIN AUTO-WITHDRAWAL TO PREVENT FUTURE ISSUES

  FIX MY CREDIT FOR UNNECESSARILY CHARGED LATE FEES

  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 03/10/2023

  Hello *******,
  
  After reviewing your account history further, we’ve confirmed
  that your autopayment transfer was not scheduled to begin until March 1st and the funds in your savings account were not sufficient to satisfy the entire
  payment for the month of February. That said, we transferred the funds that
  were available in your savings account but there is still an outstanding amount
  due of $74.87 that needs to be paid to make the account current. Please call our
  Special Accounts department at ###-###-#### as soon as possible to make a
  one-time payment and get your account current. We would also be happy to discuss
  removing the late payment from your credit report and waiving the late fees due
  to the confusion with the autopayments. Your autopayment is scheduled for the
  future months, so there should not be any issues with that moving forward. 

  Customer Answer

  Date: 03/10/2023

  
  
  Better Business Bureau:
  
  
  
  I just paid over the phone to the delinquent balance and I really appreciate that we have finally brought an end to this silliness.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Thank you so much to all involved individuals, sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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.

  I have had a bank account with Service Credit Union since 2014. I called to close the entire account in November 2022. I was told a check would be mailed to us with our remaining funds, around $700. It is now 28 January 2023 and I have not received anything from them. I have called 2 times since November and the representatives always tell me someone will call you back about this. Weeks go by with no phone call. No phone call received to answer on if the check was mailed or what is going on. I no longer have a bank account with Service Credit Union and feel I am entitled to my money. I believe I have given them several chances to redeem themselves and been patient. I want my money they are holding from me.

  Business Response

  Date: 02/02/2023

  Thank you for bringing this issue to our attention. After
  reviewing the account, it appears there was a miscommunication during
  processing and the closure was not completed as requested. Based on your prior
  request we have gone ahead and processed the account closure and a check for
  the remaining funds was sent out via currier services from our Portsmouth, NH
  offices on 2/1/2023. If you would like to obtain the tracking number for this
  package, please contact us at ************** and that information can be
  provided.
  
  We apologize for any inconvenience this delay may have
  caused. Please contact us if you have any additional questions or concerns. 

  Customer Answer

  Date: 02/03/2023

   
  
  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:01/24/2023

  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.

  Repeated issues with the bank, was charged multiple fees and lied to that the person that misinformed me no longer works there only to get a voicemail from them a month later. Now I had a merchant send something to the checking account I used to have and instead of bouncing it back they put it into a whole different account so trying this because I will not deal with liars and cheats

  Business Response

  Date: 02/01/2023

  Hello,

  This message is in response to your correspondence with the
  BBB regarding a deposit that was sent to your closed checking account. It
  appears the funds were deposited into your savings account because your
  checking account is no longer open. After reviewing the account history, we can
  see a withdrawal from your savings account was made earlier today, so it
  appears you now have the funds.

  At this time, we are considering the matter closed as you
  have accessed the funds in question. If you need anything further, please feel
  free to reach out anytime at ************.

  Thank you.

• Initial Complaint

  Date:01/23/2023

  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.

  In May of 2022 I got an auto loan at service credit union. I went to the town hall and tried to register it and she told me I need a little pink paper from my bank. I went to SCU and was told I need to wait for the tittle that would take 2weeks to 2 months tops. I stated “so I can’t register or insure this vehicle until I have that paper correct” the desk women replied “correct” I was never told about having to wait but figured it’s okay because I still had my car. Weeks go by and I come in every week to check and still nothing. We hit the two month mark where I stated my concern that something must be wrong and was shoed away. I was told every time that it would be taken care of but was soon notified I was charged 3,300 for lack of insurance around month 4. This dropped my credit score as well. I continued coming in to check the status and nothing was changed, like it was the first time I brought it up. This went on until month 6.. I ended up calling corporate where they soon found out the title was there the ENTIRE time. That same day I got my title and fully insured and registered it. Along with MANY other communication issues I was told by the supervisor + my loan provider that this is not my fault and they messed up continuing to say they don’t believe it’s right for me to pay that fee. Im currently be told now there’s nothing they can do and regardless that this was there fault I still need to pay. I feel so taken advantage of and this was all so preventable if I got the tittle when promised or if it was looked into like it was promised. Please email with any questions and I appreciate your time while reading this. ************

  Business Response

  Date: 02/02/2023

  Hi ********,

  
  We are writing in response to the correspondence you’ve had
  with the BBB regarding the Collateral Protection Insurance that was placed on
  the auto loan you have with us. After researching this matter, we’ve discovered
  that the refund process is still pending; as of our last conversation with you,
  we are waiting on documentation from you to show proof of insurance on the
  vehicle for the months of May 2022-October 2022.  As stated on your loan contract, you are
  required to provide proof of insurance on the vehicle, otherwise we will place
  our own insurance on it with the cost being added to the loan amount.  You’ve been in contact with our branch and
  stated that you are working on providing proof of coverage for the period noted
  above.
  We apologize for the miscommunication regarding the title
  and title application; however, the vehicle still needs to be insured
  regardless of the title status. Once we get the documentation from you
  confirming coverage from May 2022-Ocotber 2022, we will be able to submit that
  for review by our insurance provider and request that the cost of the
  collateral protection insurance be refunded.

• Initial Complaint

  Date:10/28/2022

  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.

  On October 4th I applied for a personal loan with Service Credit Union. I was approved for the loan pending taxes submitted and getting approved for membership. An hour after the approval, I sent my last 2 years taxes over and submitted my application for membership. I received an email asking for a utility bill about 30 mins later and immediately sent that back to them. I am a member of Navy Federal Credit Union, Penfed, USAA, among others and have never waited longer than an hour to be approved of my membership due to my veteran status. On October 7th, with my application still pending review, I call Service Credit Union to see what the hold up is. I was told it should be done soon. On October 10th, I email them requesting an update and to see if they needed anything else from me. No response. On October 12th, I call again. This time I’m told my application was reviewed on the 10th and required further review. I again ask if there is anything I can send to speed this up and was told it would be done soon. On October 13th, I check my app status to discover I’ve been denied. I call again and I’m told my identity couldn’t be verified. I ask for what reason and what else I can send to verify myself and was told they can’t share that info. They have a utility bill of mine, my drivers license, a selfie with my drivers license, and my passport….. I email asking what else I can send and get the same reply as I got on the phone. Now, my license did have the incorrect address on it so I went to the DMV and updated it and reapplied. Was denied the same day. I applied again, denied in less than an hour. I’ve now applied and been denied 8 times and no one will tell me why or bother to tell me what they need from me to get approved. They even stopped responding to my emails. Finally got an email from the loan dept asking if I would still like the loan. Said yes and explained the situation asking for help. No response to that email either. Can someone please help me?

  Business Response

  Date: 11/07/2022

  Hello, 

  We apologize for the delay and any
  miscommunication you’ve received from our Contact Center. After review, we have
  confirmed that your application for membership was denied as we were unable to
  successfully verify your identity. For security reasons it is our policy not to
  go into specifics on exactly why someone’s identity cannot be verified
  remotely.  We apologize that this is not the outcome you were looking for.
  Unfortunately we cannot extend loans to anyone who we are unable to open a
  membership for.

  Customer Answer

  Date: 11/08/2022

  
  
  Complaint: 18325419
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  This is the same generic answer I received multiple times through e-mail and talking to the call center. For the record, these are the documents I have submitted to prove my identity:

  Driver's License (Front and back along with a selfie holding my license)

  Passport (along with a selfie holding my passport)

  4 utility bills

  Taxes (2020 and 2021 along with the filed tax transcripts from the IRS for each year)

  VA disabilty letter along with proof of my time served in the Army.

  I have submitted all of these documents to verify my identity and still asked if there was anything else you needed. Offered to go get a Real ID from the DMV and submit that along with my social security card and was told that wasn't needed. I finally did receive a phone call from someone claiming they were the manager of the membership department that couldn't give me any reason why I couldn't get my identity verified. I later discovered she was lying and was the manager from the call center. The way I've been treated as a veteran of this country by a credit union who supposedly serves the military is shocking. So, I ask once again, what else do I need to send to verify my identity?

  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 11/10/2022

  Hello, 

  A member of our Contact Center will be reaching out to you to provide additional information and next steps regarding your request for membership. 

  Customer Answer

  Date: 11/15/2022

  
  
  Complaint: 18325419
  
  
  
  I do not accept the business's response as a resolution to my complaint because: After almost 2 months of waiting and being denied membership 8 times, I finally received a decision this morning. I was sent a docusign for my membership yesterday, signed it, and my membership was approved. I didn't send new documents, they magically verified my identity after my complaints to BBB. I then get an e-mail about my loan that it has changed as well. Prior to this, my loan was approved pending taxes, which I sent 6 weeks ago. Now, my loan is approved up to the amount I owe my creditors and that they will mail checks directly to my creditors. Still, would have accepted that. I sent the list over along with account numbers and amounts immediately. This morning I get a call to be told I'm denied because my credit report changed even though I was told the approval is good for 90 days. 6 weeks ago, I would have been good to go. I may never know why they just decided to reject my membership for 6 weeks but it seems they are just making up the rules as they go along. I hope this gets published and everyone, especially my fellow veterans, will stay away from this Credit Union. They don't care one bit about us. They spent weeks inventing reasons on why they couldn't proceed with my loan until they finally found one that I can't fight. I will be reporting them to every department I can find. I would like to thank the BBB for their efforts and hope this gets published for everyone to see. Had I not filed this complaint, I'm 100% sure I would have never heard from Service Credit Union and they would have continued to just ignore me. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair 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.

  I paid off my vehicle loan with Service Credit Union, July 17, 2022. After waiting 4 weeks I began making requests for my Title to be delivered. The title with lien holder removed is supposed to be sent within 10 day.
  
  I have now made my third request to have my title delivered on Oct 26, 2022. It's has now been late by more than 90 days.
  
  I would like my Title to be delivered and an apology from Service Credit Union.

  Business Response

  Date: 11/02/2022

  Hello,
  
  Our Records Department  advised
  us that your title was sent to the address on file via an overnight delivery
  service on 10/26/2022.  We apologize for any inconvenience you have
  experienced due to not receiving your title in a timely manner.  Our goal is to deliver a clear title to members as
  quickly as possible after a vehicle has been paid in full. There are several
  factors that impact the timeframes within which this process takes place,
  including the number of requests waiting to be processed at the time yours is
  received. At this time there is a lengthy delay due to high volume as we work
  to process requests in the order received. If
  you have any questions or if you have not received your title, please contact
  our records department at 1-800-936-7730. 

  Customer Answer

  Date: 11/02/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18316330, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********