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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:11/13/2023

      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.
      SSFCU Insurance charged me a $775.00 fee on my loan. I submitted my insurance coverage to them several times and they continue to send me letters stating they did not receive my insurance information. Dates submitted: 5/15/23 @ SSFC-****** sent by employee ***********************. 7/11/23 submitted and spoke to *********** 8/24/23 faxed at 10:48am @SSFU-******. This same behavior has happened every year since I financed my camper. Each year I have to submit my insurance information several times before they claim they received it. This year is the first time they charged the insurance coverage to my loan. I would like $775 + interest removed from my loan. Account number: **********

      Business Response

      Date: 11/21/2023

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

      Customer Answer

      Date: 11/23/2023

      Complaint: 20857674

      I am rejecting this response because:


      I responded to SSFCU employee: ************************************* email on 11/22/23

      Regards,
      *************************

      Business Response

      Date: 12/06/2023

      In the response to SSFCU, the complainant indicated: 

      "Hello ********

      Frankly, I'm exhausted with this continuously happening year after year, so I no longer want to talk about it. I want it fixed and next year I would like to submit my insurance information one time instead of multiple times. This is very poor business practice and will repel customers from ever doing business with your company again. 

      Thank you,
      *****"

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

    • Initial Complaint

      Date:08/28/2023

      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 bought a truck from city auto using a loan from Security Service Federal Credit Union roughly 5 years ago. As in most states you have to fully insure a vehicle and provide proof of the insurance before you and the dealership are allowed to complete the sale and drive the car off the lot. I did so, the dealership verified, and I took possession of the truck. The entire time I have been making payments, ***** it most late and fees included, SSFCU has been charging me their added insurance fees claiming I have not provided insurance. Two years ago I faxed the declarations of insurance to them as directed and they have never removed the fees and continue to charge me for their insurance. My loan is due to be ** in December and they claim I still owe nearly the same amount as the original loan.

      Business Response

      Date: 09/01/2023

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

    • Initial Complaint

      Date:08/25/2023

      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 do not own the 2016 ******* I never drove the car and its hurting my credit score to get a decent job

      Business Response

      Date: 08/29/2023

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

    • Initial Complaint

      Date:08/21/2023

      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.
      Since I've had this bank account (under my maiden name *********************** with my old address *************************************************************************************************, I've had nothing but issues. Every single month, my card would be locked every payday regardless of how much I spent when paying bills. I've had to call to have my card unlocked. This past month has been by far the worst. Normal transactions that the bank has normally declined due to insufficient funds were being pushed through. I have proof of this with multiple emails and transaction histories from each company. We even were told by one company that ssfcu was the one pushing the transactions through because they didn't even have us on auto pay. It has racked up over $160 in overdraft fees. These transactions did not go through until AFTER I froze my debit card. ***** claims it's because I had overdraft protection but I can prove they've declined those same exact charges due to insufficient funds. They only started pushing them through once my account was in the negative. I called and asked them to freeze the account or cancel the card. They flat out refused and the fees just keep adding on. They purposely are doing this to my account and not giving me any option to stop the fees from hitting. By refusing to close my account, they continue to charge fees causing serious debt that never would've happened had the fees not been charged in the first place. The first overdraft fee that hit, I had put money in the account to cover the transaction prior to it hitting. But I was charged anyways. After that overdraft fee hit, my account went into negative and all these transactions were pushed through. Again, I have proof that they've declined these exact transactions for months prior due to insufficient funds. I want the overdraft fees refunded and I will pay off the rest. I want my account completely closed and all debit cards canceled. My husband is also on the account (*****************************) and he also wants the account closed for good.

      Business Response

      Date: 08/23/2023

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

      Customer Answer

      Date: 08/23/2023

      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.

      Regards,

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

    • Initial Complaint

      Date:07/28/2023

      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.
      This bank changes dates of charges so they can charge more overdraft fees. And still money from there customers.

      Business Response

      Date: 08/04/2023

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

    • Initial Complaint

      Date:06/30/2023

      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.
      Company name- SECURITY SERVICE FCU Account number - *************, Account status OPEN, Paying as agreed, Date opened 02/06/2023, Balance: $79,822.00 IM HAVING TROUBLE WITH MY CREDIT REPORT THAT I BOUGHT USING MY *********** ACCOUNT. MY MORTGAGE IS REPORTING A PAST DUE FOR THIS *****, JUNE 2023 AND I HAVE NO IDEA HOW DID THIS HAPPEN BEHIND MY BACK! THE CREDITORS DID NOT SEND ME NOTICE THAT I MISSED MY PAYMENT... I HAVE BEEN PAYING MY ACCOUNT ON TIME, NEVER LATE! PLEASE HELP ME RRESOLVE THIS ISSUE IN THE PAYMENT HISTORY OF MY ACCOUNT - PLEASE REMOVE THE INACCURATE 30 DAYS LATE FOR THE ***** OF JUNE 2023

      Business Response

      Date: 07/07/2023

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

    • Initial Complaint

      Date:06/06/2023

      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 had an account with ********************. At first they were great until you attempt to dispute anything or close your account. I closed my account with this bank due to the fact that my husband called in a dispute regarding his card and charges that showed up on his statement. He closed his account however the teller either was not paying attention and didn't correctly do their job as we just found out that he had an outstanding balance because the teller didn't do their job correctly. Additionally, when I went in to close my account they messed up on my check with my funds and didn't put the correct name on the check and it took over an hour for them to correct it because the teller again wasn't paying attention and did not do their job correctly. Why is my husband paying Security Service Federal Credit Union for something they messed up? My husband nor myself should have to tell Security Service Federal Credit Union how to do their job.

      Business Response

      Date: 06/15/2023

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

    • Initial Complaint

      Date:05/22/2023

      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.
      Account Number ********** I am writing to address a matter concerning an account listed on my ********************** report that has caused significant detriment to my ability to obtain new credit. As a military service member, I am committed to maintaining a responsible financial standing, and it is of utmost importance that my credit report accurately reflects my true creditworthiness.I must assert that I am not liable for the debt associated with the aforementioned account, as it carries a zero balance. Despite this fact, I have observed that the account in question has not been removed from my credit report, which has unduly infringed upon my ability to obtain new credit opportunities.The persistence of this inaccurate information on my credit report not only undermines my financial reputation but also appears to exploit my status as a military service member. Therefore, I kindly request that you take immediate action to rectify this situation by removing the aforementioned account from my ********************** report. I appreciate your attention to this matter and your prompt resolution of this issue. I trust that you will handle this request in accordance with the applicable laws and regulations governing credit reporting agencies.

      Business Response

      Date: 05/30/2023

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

      Customer Answer

      Date: 06/06/2023

      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.

      Regards,

      ****** De *******

    • Initial Complaint

      Date:05/19/2023

      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.
      SSFCU and SSFCU Asset Recovery refuse to assist me with a repossession that was reported on my credit. They refuse to validate the actual amount that is owed, my credit report shows one amount and a letter shows another. I have reached out via phone and email and do not receive any clarification. Instead I call and leave voicemails or I am given a number that sends me to the wrong **** in order to speak to someone about the debt. I am not saying the debt is not mine, merely need clarification on the validity of the actual amount. This is beyond frustrating as I am trying to correct what is my responsibility. This is my credit and I feel as though I am being discriminated against. I am a single mother, one income family, the repo is because of a divorce, and the car stopped working, I had no financial means to make repairs and pay the note. I have explained multiple time I am trying to take care of the amount owed and would like to pay off the repossession in order to have it removed from my credit. My credit is being held hostage and I am ignored. Am I supposed to just accept that a creditor refuses to communicate? The repossession was reported on my credit in 12/2022, the amount on my credit shows $610 and I received a letter from SSFCU stating $1,287 is owed. I sent a certified letter to SSFCU on 04/07, received a response from them but no clarification of the amount and did not respond to my request to settle and pay.

      Business Response

      Date: 05/30/2023

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

      Customer Answer

      Date: 06/06/2023

      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.

      Regards,

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

    • Initial Complaint

      Date:03/28/2023

      Type:Product 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.
      On 3/27/2023 I logged into my account to perform an OUTBOUND transfer FROM my SSFCU account to another bank that I have linked to my account. Under the OUTBOUND transfer link, SSFCU decided to REQUEST a transfer from my linked account without my consent!! When I called to inquire about this, ******* had a child screaming in the background to where I couldnt even understand her and I 100 % regret having to give her access to my personal information because it sounded like she did not take her job seriously. Her solution was to perform another outbound transfer to offset the initial transfer?! I let her know I performed an outbound transfer already and the system did the opposite! She put me on hold for the longest and stated there was nothing that could be done but wait til the next day to see if the hold will release all while her child screamed over her talking!

      Business Response

      Date: 03/30/2023

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

      Customer Answer

      Date: 03/30/2023

      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.

      Regards,

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

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

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