Business Profile

Credit Union

Security Service Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

64 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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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:11/11/2024
Type:Order Issues
Status:
UnresolvedMore 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 Security Service-Ins. I do not have a contract with Security Service-Ins. They did not provide me with the original contract as I requested.
Business Response
Date: 11/20/2024
***** has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -*****
Customer Answer
Date: 11/20/2024
Complaint: 22541955

I am rejecting this response because do not have any contract or business with this company.

Regards,

****** ******
Customer Answer
Date: 12/09/2024
Complaint: 22541955

I am rejecting this response because:
I am rejecting this response because do not have any contract or business with this company.

Regards,

****** ******
Initial Complaint
Date:11/08/2024
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 November 5th I called in to fix an issue with my October payment. I have manually called in to make these payments every month since 2016. The payment takes a ridiculous amount of time to actually draft my account sometimes over a week. I was out of town and dealing with a tough personal time and didn't realize the payment didn't go through. Unfortunately I had an insurance company draft my account 3 times the amount they were suppose to which left an insufficient amount for this payment. The insurance company has acknowledged their error and fixed it. I called Security Services Credit Union to make my payment and was told I have been placed on "certified funds" only and cannot make my payment over the phone. I live in a rural area almost 3 hours from my bank. For me to make an entire day trip to make a payment is insane. I have called and requested wiring instructions and I am told the only way to pay is through certified check. On top of that, I have a late payment on my credit and now getting close to another if I cannot pay. Also, I am told the ONLY way to remove this from my account is to mail a letter. I have made every single payment on this account since 2016, I CANNOT believe I am being treated this way. I will NEVER do business with this bank again and I will never recommend them. I am requesting the appropriate person to contact me so that I can have this restriction removed from my account and I can make my payments, then I will fight the late on my credit. Let me be clear..... I AM TRYING TO PAY MY PAYMENT AND BEING DENIED.
Business Response
Date: 11/14/2024
***** has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -*****
Initial Complaint
Date:11/04/2024
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 filed a claim with the company on 10/10/2024 based on a benefit offered through Security Service Credit Union. In doing the claim, it requested thej account number for deposit. The claim was approved on 10/16/2024 and funds were to be deposited on 10/21/2024. I did not receive the funds so I reached out on 10/24/2024. It was confirmed that the account number I submitted had 1 digit wrong and the funds went into someone elses account. I have spent the entire day attempting to correct this on both sides. I was told the error was mine and the funds would not be moved to the corerect account.
Business Response
Date: 11/12/2024
***** has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -*****
Initial Complaint
Date:10/25/2024
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 SECURITY CREDIT SERV. I do not have a contract with SECURITY CREDIT SERV, they did not provide me with the original contract as I requested.
Business Response
Date: 10/25/2024
***** does not use the name Security Credit Services,and we believe this complaint is not directed at Security Service Federal Credit Union. It appears that the complainant has mistakenly filed a complaint against the wrong business. Security Service Federal Credit has thoroughly reviewed our databases and there is no history of any accounts, nor any current accounts associated with the information provided by the complainant. -*****
Initial Complaint
Date:09/24/2024
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 debit with **********. I do not have a contract with security credit services. They did not provide me with the original contact as I requested when I contacted them.
Business Response
Date: 09/27/2024
Security Service Credit Union has thoroughly reviewed our
databases and there is no history of any accounts, nor any current accounts,
associated with the information provided by the complainant. -SSFCU
Customer Answer
Date: 10/03/2024
Complaint: 22330008

I am rejecting this response because: I did not open this account

Regards,

Thomas Finley
Business Response
Date: 10/03/2024
SSFCU does not use the name Security Credit Services and we believe this complaint is not directed at Security Service Federal Credit Union. It appears that the complainant has mistakenly filed a complaint against the wrong business.
Initial Complaint
Date:09/20/2024
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 am trying to delete the recurring payment on my auto loan account. I cannot delete via the mobile app or website. I have spoken to several agents and each one is not able delete via phone. I am being told I must do via the app or web. I informed them it's not working. Very frustrated!!! Please get a manager to call me and get this fixed.
Business Response
Date: 09/23/2024
***** has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -*****
Customer Answer
Date: 09/24/2024
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.

Regards,

******* *****
Initial Complaint
Date:09/11/2024
Type:Billing Issues
Status:
UnresolvedMore 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 formal complaint against Security Service Credit Union regarding their handling of my HELOC loan, which has severely damaged my credit score.I have always maintained excellent financial habits, with all my bills and loans set on auto-pay. In [month/year], I opened a HELOC loan with Security Service Credit Union and set the loan payments to auto-pay, as confirmed during a phone call with their customer **********************. I was assured everything was set up correctly.However, due to the nature of a new loan, it took a couple of months before the first payment was scheduled, and during that time, I didn't notice that Security Service had not withdrawn any payments. When I discovered this, my credit had already been negatively impacted because of their failure to charge me for the payments.After I contacted Security Service to report the issue, they informed me that I would need to send a physical letter to dispute the situation, which I didtwice. Despite mailing the letters, Security Service claimed they never received either of them. They then requested that I send certified funds in order to make payments. This request makes no sense considering they got mail from me.Due to their negligence, my credit score has dropped from a perfect rating to the high 600s. This has not only caused immense frustration but also prevented me from refinancing the loan. As a result, I feel trapped in an arrangement that benefits the credit union financially.SSFCUs mishandling and negligence of my auto-pay setup, refusal to acknowledge my letters, and the unreasonable demands they have placed on me have caused financial and emotional distress. I am requesting that they take immediate action to rectify this situation by:Correcting my credit report to reflect that the missed payments were due to their failure in properly setting up the auto-pay system.
Business Response
Date: 09/17/2024
***** has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -SSFCU.
Customer Answer
Date: 09/18/2024
Complaint: 22269934

I am rejecting this response because: SSFCU has done it to me before and they do it this way to the case is dismissed. THEY HAVE SINGLE-HANDEDLY DESTROYED MY CREDIT SCORES AND HAVE MADE IT IMPOSSIBLE FOR ME TO REFINANCE THE LOAN I HAVE WITH THEM, THEY ARE HOLDING ME HOSTAGE AT THIS POINT AND OBLIGATING ME TO PAY 9% INTEREST. THIS IS NOT ACCEPTABLE SPECIALLY WHEN I CALLED THEM SO MANY TIMES TO CONFIRM THEY HAD RECEIVD MY PAYMENT AND THAT AUTOMATIC PAYMENT WAS SET PROPERTLY ON MY END, EVEN THEIR BRANCH MANAGERS SAW THE ***** ON THEIR SIDE.

I BELEIVE THEY SHOULD PROVIDE A CREDIT REPAIR AS WELL AS COMPENSATION FOR THE HORRIBLE SITUATION THEY HAVE PUT ME THROUGH AND THE EXTORTION ON THEIR PART.

Regards,

**** *****
Initial Complaint
Date:09/09/2024
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 purchased a third party warranty through security service . I have had problems with the warranty since May 2024. The warranty doesnt follow thru and gives false promises. I was told by national auto care that they were sending me out a reimbursement check from repairs back in June when my car got fixed . ****************** stated they sent the check to me on August 15th 2024 and I still havent received the check . They stated the check would be $452.00, when I spoke to national auto care they said they are only refunding me $252.00 due to missing warranty replacements. I want my refund in full and I will from this moment on let everyone know not to purchase national auto care from security service.
Business Response
Date: 09/17/2024
***** has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -SSFCU
Initial Complaint
Date:09/03/2024
Type:Product Issues
Status:
UnresolvedMore 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 robbed of $1400. My card was skimmed and they were able to make *** withdrawals. I was instructed to file a police report of which I did. As SOON as I updated the dispute with the report, I got an email back accusing me of the charges. How did they not follow a fraudulent pattern? Why would I charge my card 55 TIMES for small amounts?? Theyre looking for any reason to not give you your money back. Whoever came up with provisional credits is an idiot. Why are you taking back money that IS mine??? Why would I dispute a charge if I knew I made it? You all were supposed to check the *** footage, youre telling me you did that 20 minutes after you got off of the phone with me? YOU ARE THIEVES. I cannot pay any of my bills because you refuse to give me MY HARD EARNED MONEY BACK. I call back, crying and all you can say is oh well its closed I WANT THIS RESOLVED CORRECTLY. GIVE ME MY MONEY BACK!!!!!!! I hate this bank and each time *** tried to dispute something you close it. This is WAY too much that was stolen from me. I sat in that office for 2 hours trying to get this taken care of just for the incompetent fraud department to do nothing.
Business Response
Date: 09/12/2024
***** has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -*****
Customer Answer
Date: 09/20/2024
Complaint: 22226519

I am rejecting this response because: This isnt leading to me getting my money back. Im aware of all the charges and how they were made because I spent 2 hours in the bank going over that. I dont know how my card was in somebody elses possession. Many of the transactions say without pin. It was not me making these charges and I dont know what other way to prove that. Ive filed the police report as I was directed to and somehow Im still taking the blame. I just want my money back. I work hard like everyone else. I wouldnt go this far if I was the one who made the charges.

Regards,

Brooklyn Rhoder
Initial Complaint
Date:08/30/2024
Type:Billing Issues
Status:
UnresolvedMore 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.
Security Service has on multiple occasions claimed that I owe more money than I do on my credit line, and despite openly admitting this error in the programming of their system in the past, they are now telling me that my account reflects the correct amount despite proof that it does not, and denying that an error exists.1) Account reflects wrong balance 2) Therefore the system claims I owe more money than I do 3) Account balance changes without any transaction shown in the credit line account 4) Customer ********************** claims that there is no error, and that the account shows the correct balance 5) Previous encounter with this issue led to me being told that it is an error that they are trying to fix, yet it keeps happening and now they deny the error The issue is intermittent, and the financial institution claims that the error is acceptable because it will correct itself at a later time. It is not acceptable to ever display an incorrect balance, it is not ever acceptable to claim that I owe more money than I do, it is not ever acceptable to change my account balance without a valid transaction associated with the balance change.This financial institution is not properly managing their ledger, and this has led to them on multiple occasions claiming that I owe a higher balance than I do. Despite admitting this programming error in the past, it has not been fixed, and the representative now denies the error.Some people at the company will try to deny this error by using math that does not add up, and some apologize for the error that they acknowledge they have been trying to fix.
Business Response
Date: 09/05/2024
SSFCU has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -SSFCU
Customer Answer
Date: 09/06/2024
Complaint: 22217208

I am rejecting this response because the company continues that their system is not operating properly, despite having previously admitted to the error. This company is not properly managing their ledger, and continues with the erroneous operations that cause real world financial damage to their customers.

Regards,

Corey Bustos

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Security Service Federal Credit Union is NOT a BBB Accredited Business.