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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

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Security Service Federal Credit Union has 58 locations, listed below.

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    Customer Complaints Summary

    • 65 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 12/3/23 a rent payment in the amount of 1240,62 was processed twice one amount was disputed. The other amount was fully process and sent over to a third-party for payment for rent. However, the third-party collector has stated since December that they have yet to receive the payment Ive been going back-and-forth for months with security service credit union indicating that payment has not been made. I have filed plenty of disputes. The disputes have continuously been closed. Security service has said that they cannot handle this situation the payment is to be released from MasterCard since payment was made through my MasterCard, however security service is my actual financial institution. They are refusing to make payment. MasterCard does not assist and only redirects me to call security service as my account provider. ********************************************* has withdrawn the amount from my account and has not made the payment to the third-party for rent owed for December 2023 apartment management is now threatening eviction for second time if payment is not made by tomorrow, because this has been an ongoing process going on three months, security services has not been any help they refuse to file a dispute against **********, with whom they claim is withholding the amount from the third-party collector for payment. security services Theres nothing they can do however, they have withdrawn the payment.i need help resolving this issue immediately as my apartment complex is threatening eviction due to nonpayment which I have given them a letter of correspondence from security service, showing proof of payment. However, the payment has not yet been released for my financial institution to the third-party collector that my apartment uses for payments online.

      Business Response

      Date: 02/26/2024

      SSFCU has contacted the complainant and addressed the situation. -SSFCU

    • Initial Complaint

      Date:02/15/2024

      Type:Billing Issues
      Status:
      Answered
      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 mother and I have been with this bank for 20+ years I have my business account through this bank and they used to be really good however if you care at all about your hard earned money do not use this bank they are nothing but money hungry scavengers who will give you overdraft fees For everything the only way to avoid an out overdraft fee is to open a personal line of credit through them this place is a scam I have never seen a bank charge 3250 when you can go to bed at night and have a positive amount and in the morning have a negative with a 3250 charge this is absolutely ludicrous they ought to be ashamed of themselves do not being here this place is turned into a joke with a bunch of clowns

      Business Response

      Date: 02/26/2024

      SSFCU has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -SSFCU

    • Initial Complaint

      Date:02/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Many years back, my parents added me to their accounts so that I could have access in case of emergency. They have been members since the 70s. My father passed away last year and we had to update the accounts removing his name. For some reason they listed me as the primary for this account and Im now getting a **** with my SSN for the interest earned on my mothers account. We had the same issue at another credit union and they were able to correct the accounts within 30 mins and I had an amended **** the next day. They apologized for the mix-up and stated that it is a standard practice to list the Man as the primary. I have tried to resolve this issue at the local branch and by email through the online portal. All I get from them is that they cannot change the primary on the account or correct the ****. I have asked for them to explain why but just get told that they cant do it.I do not live with my mother and this is all her money. I should not be required to pay taxes on interest for my mothers accounts and need to get this corrected as soon as possible.

      Business Response

      Date: 02/26/2024

      SSFCU has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -SSFCU

    • Initial Complaint

      Date:02/09/2024

      Type:Billing Issues
      Status:
      Resolved
      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 been a customer with SSFCU for many years, so when I purchased a new home, it was only natural for me to obtain a ***** through them. All was going well until I began to try to pay the ***** off. I had the loan set up on auto pay with an additional $50 going toward principal. It turns out that SSFCU had taken me off the auto pay prior to my 11/1/23 payment. I did not receive any kind of alert regarding this change, so I didnt worry about it. I knew my balance was high enough that the payments should continue for at least a couple more months. I went in to check the balance for December and discovered that the auto pay was off, so I turned it back on. The December payment including the additional $50 principal payment was taken as normal on 12/1/23. Suddenly, in January, I receive a letter from a collections arm of SSFCU saying I am overdue 60 days for the total amount of about $2.80. Yes, that is correct. I was sent to collections for $2.80 FROM MY OWN BANK! I have a checking, savings, money market and ***** all with SSFCU and they ruin my credit over this tiny amount. In addition, why would they take the December payment and leave the November payment as unpaid. I paid $98 in January to bring the account current and pay it down as much as possible. Then I requested the full amount to zero out the ***** account. This is completely unacceptable that my credit score dropped 80 points over $2.80 that was the result of SSFCUs actions. SSFCU insisted they had notified me. I finally was able to find a letter saying my payment was due, but I had to search hard for this letter. Its under other in the ***** account. I want my ********************** corrected by SSFCU.

      Business Response

      Date: 02/15/2024

      SSFCU has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -SSFCU

      Customer Answer

      Date: 02/15/2024

      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. It is at this time pending the update to my credit report which could take 30 to 60 days.

      Regards,

      ***************************

    • Initial Complaint

      Date:01/22/2024

      Type:Billing Issues
      Status:
      Resolved
      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 received emails confirming that I had opened a savings account online with this bank. I have never even heard of this bank. I received a debit card in the mail as well. I demand that the account be closed and removed from my credit report.

      Business Response

      Date: 01/31/2024

      SSFCU has contacted the complainant and addressed the situation.

      -SSFCU

      Customer Answer

      Date: 01/31/2024

      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:01/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 received four emails from them about opening a new savings account. I have NOT tried to open a new account. I went to their website independently to see if it was spam but the website looks legit. I called customer ********************** to report the emails and the first thing they asked me for was my social security number so I hung up. Are they a real business and did someone try to open an account as me and I need to report identity theft or is it all a scam? This is text of one of the emails: Check Your Application Status Dear *************************************,Thank you for submitting your application. Application ID: ******* Click here to check the status of your application.IMPORTANT: Keep this email to check the status of your application.If you need help or if you did not open this account, call ************** (Mon Fri 7 am 10 pm, Sat 9 am 6 pm) or visit a branch for assistance.Thank you for choosing Security Service.

      Business Response

      Date: 01/09/2024

      SSFCU has contacted the complainant and addressed the situation. -SSFCU

    • Initial Complaint

      Date:12/20/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Deceptive ******************************* Practices 1. The website was down and being renovated during the pandemic and since has been restored and upgraded. 2. While looking at the balance sheet on the new web access the deception is on the balance sheet where there is a curious line on the statement that reads..."DISCOUNT ADDED". There is no other description with regard to these words that appear positive in nature . We had no way of knowing at that time that this was collateral protection insurance. Due to the ineptitude of the website and their failure to communicate with us fairly they successfully hid what they were doing. We didn't find out until a year later when we were doing our taxes. At that point there is no remedy to reverse these charges which are deceptive, incomprehensive, and excessive! 3. They provided no correspondence on how they calculated such an exorbitant amount. When we contacted them for an explanation they actually threatened to repossess our vehicle even through we are not late on any payments. Summary the company is substandard and was nearly shut down during the pandemic. Now they are committing fraud as to the regulations of this insurance the rate is set by the ************** and or the insurance company they purchased it from. Based on the value of the loan so why do they charge everybody the same? ****** = Fraud DISCOUNT ADDED as the description on the state is Deceptive and Misleading.

      Business Response

      Date: 12/27/2023

      SSFCU has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -SSFCU

    • Initial Complaint

      Date:12/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 the 10th of December I input my account information to setup automatic payments for my auto loan. They say "3-5" business days to get working which makes no sense since everything is computer automated today. Regardless, it is the 15th of December with no external account information added to my loan account to get the automatic payments established. Further, SSFCU charges me an additional charge to call them and make a payment on the phone with them because their banking computer system does not process the information. I have had to do this for a couple of months and I should not pay extra charges due to SSFCU not having an efficient banking computer system. It's almost like this is done on purpose just so they can charge extra fees. This is wrong on so many levels that I am appalled! Get your system working and efficient and effective processes operational!!! Do this now!!!

      Business Response

      Date: 12/26/2023

      SSFCU has contacted the complainant and is in the process of addressing the concerns raised directly with the consumer. -SSFCU

    • Initial Complaint

      Date:12/04/2023

      Type:Billing Issues
      Status:
      Answered
      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 FCU. I do not have a contract with this company. They did not provide me with original contract. I would like correction to my credit reports. I demand this account be removed from all my reports.

      Business Response

      Date: 12/11/2023

      SSFCU has attempted to contact the complainant multiple times via telephone and email and has not been successful. SSFCU

    • Initial Complaint

      Date:11/27/2023

      Type:Product Issues
      Status:
      Answered
      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 car loan through this bank, and in order for you to have a loan you HAVE to have a savings account. Somewhere along the lines a checking account was set up which had monthly fees I was unaware of. I do not actively use this account, nor do I go online to check any balances. I was aware there was approximately $150 in the account, at which I did not have a active debit card. I then received notice that the account is overdrawn, I was being charged $9 a month for services I never requested on an account I never use. Now when I request to have the accounts finally closed as I no longer have any loans with them, they will not because of a $5.44 negative balance. I also cant close the savings as that's the main account. So nothing was accomplished and I am out $150. At this point, I just want the accounts closed.

      Business Response

      Date: 12/06/2023

      SSFCU has attempted to contact the complainant to resolve concerns raised but has not received a response. -SSFCU

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

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