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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

    • 64 total complaints in the last 3 years.
    • 24 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:03/10/2023

      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.
      Security Service has been harassing me monthly to continuously provide proof of insurance. They do it almost every month and I have to jump through hoops to try and not have them charge me a forced collateral protection insurance. They are NOT doing so in good faith of our agreement and are using shady methods to charge me and say they did not get my emails, faxes or even contact by my insurance company. I feel this is either a scam or a major gap in their business processes that has stuck me in a loop of being over charged $775 a month while Id DO have insurance m, which is against our agreement. Their in service bankers, online support, and phone support all refuse to assist in resolving the matter.

      Business Response

      Date: 03/20/2023

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

    • Initial Complaint

      Date:01/17/2023

      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 used to live in the city where the bank was located and Covid hit and I was unable to go to the bank to close an account. The account was checking and there were no charges to that account during that time. I called again to close the account and they said I had to do it in person. The problem was the bank wasnt open due to Covid. Since then I have moved and there are no banks in my area. I tried calling again to close the account and found out the terms were changed without them letting me know and they started charging me. Now they wanna send me to collections for eight dollars but still wont close the account over the phone. Now ** getting calls seeing that account is closed and they just want to payment. I will never pay on an account that was changed without notification and they wouldnt make an exception due to Covid. Now its borderline harassment and Im sure if it went to court due to Covid, I would win.

      Business Response

      Date: 01/30/2023

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

      Customer Answer

      Date: 02/01/2023

      Complaint: 18826559

      I am rejecting this response because:  I was contacted by security service and was told they are looking into it but the issue has not been resolved.  Security services said they will contact me at a later time once they look into it.

      Regards,

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

    • Initial Complaint

      Date:01/09/2023

      Type:Sales and Advertising 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.
      Failure to protect the customer from fraud when using a SSFCU ********************** card. 1. SSFCU staff has lied on multiple occasions 2. They said their investigation would take **** business days and then they admitted they lied about that. 3. They said they needed information that I had already provided multiple times. 4. They said a supervisor would call me. When I confronted them about their failure to do so, they said a supervisor called and left messages multiple times, which they did not. I have call logs to prove it. 5. It has become obvious to me a credit card from SSFCU is as worthless from a protection standpoint as their staff. My case is an obvious fraud case where AutoNation **************** Dodge fraudulently claimed to have a car to sell and then THEY backed out of and has been fraudulently holding the refundable $5,000 deposit since. What being a member of SSFCU means to me now, is I have to *** not only the dealership but SSFCU and Mastercard as well to complete the trifecta of fraud.

      Business Response

      Date: 01/17/2023

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

    • Initial Complaint

      Date:01/05/2023

      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 have a home equity line of credit with this bank. Their systems do not work very well compared with others in the industry from my perspective. I have found it very difficult to access my funds when compared to other institutions which I have used for lines of credit in the past. My major problem with SSFCU came in October 2022 when I had a late payment come through on my credit report. I have NEVER in my life ever had a late payment on a single line of credit out of many and the amount of money was very small which I owed to them. I had linked my bank account to their system and set up autopay before the payment was due in August 2022. It took multiple days to set up the autopay and verify my bank was connected that's why I know I did it. Most other institutions have it set up to be immediate but theirs is still an archaic multistep/multiday process. Their system should have paid the payment on time from what I could tell the system said that I had finally and successfully linked the bank account and set up the autopay. I have disputed the late payment with them and the credit bureaus for September and also want the October late payment to be disputed for the same reason. They have for some reason denied my September dispute. I am very frustrated at the denial and don't understand what they are trying to gain from denying this dispute. They should be able to look into their system and see that I did indeed log in multiple times prior to their payment coming due and that I did indeed set up the bank account to pay the payment. Why would I go through all the hassle of linking the bank account without setting up the autopay for such a small amount of money coming due? This is obviously a system error and I need SSFCU to take responsibility for the error and expunge my credit for this system error for both September and October bills. I am very careful with my credit and should not have to bare the burden of their system errors on my long-term credit history.

      Business Response

      Date: 01/13/2023

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

      Customer Answer

      Date: 01/13/2023

      Complaint: 18686568

      I am rejecting this response because:

      I was told over the phone by a manager at SSFCU it would take time to complete the investigation on their part. I did appreciate the phone call and the opportunity to voice my concerns with a manager. I would like some closure on the outcome of their investigation prior to closing out this complaint. 

      Regards,

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

    • Initial Complaint

      Date:01/04/2023

      Type:Customer Service 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 purchased a brand new Dodge truck from our dealer local to ** in ******* ***** in 2020, and the loan went through SSFCU. I have spent the better portion of this morning trying to payoff the loan, and have been hung up on four times by the automated system. The automated system has come on several times, and said it has a problem, then hangs up. Each time I try to speak to a representative, they forward me to the automated line that hangs up on me. They will not forward me to a manager, and keep transferring me to other divisions within their bank, then I get hung up on.

      Business Response

      Date: 01/13/2023

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

      Customer Answer

      Date: 01/13/2023

      Better Business Bureau:

      The company reached out to me, and I Explained my frustration, and inability to get my truck paid off easily. They resolved to look at the challenges I faced, and try to resolve them.

       

      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:11/23/2022

      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 had a car loan with SSFCU. They force placed insurance on it even though I had insurance with no gap in coverage. They added several thousand dollars to my balance. I didn't find out until years later when I paid off my loan and they notified me my loan was delinquent. I investigated to figure out what happened. I contacted my insurer to send documents to SSFCU. I got on calls with them several times and they sent various documents proving I had insurance. SSFCU rejected them all. They would not communicate with my insurer to get the information they wanted. Each time I sent documents I had to wait at least a week or two to hear back from them. They were hard to reach and transferred to different departments and companies through phone trees. It feels like strategic incompetence. I do want my money refunded, but more immediately they are reporting me as having missed payments to the credit bureaus. I never missed a payment. I paid monthly until the entire balance, including the additional balance, was paid off. It took some time to discover the problem and I paid monthly during that time. But SSFCU insists on reporting missed payments which lowers my credit score over 100 points. This has very real impact on my life. I have made dozens of phone calls to SSFCU. I sent documents. I had my insurer send documents. I work full time. I'm a single parent. I'm dealing with a family emergency. SSFCU has stonewalled and been unhelpful. I simply don't have the time to chase them. It's bad enough they didn't refund my money. They insist on reporting missed payments to the credit bureau despite knowing the situation and having my documentation. That doesn't even affect them. I've never seen a credit union act spiteful or mean. I'm exasperated.

      Business Response

      Date: 12/05/2022

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

      Customer Answer

      Date: 12/05/2022

      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:11/21/2022

      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.
      We purchased the vehicle on December of 2015 with insurance with All State. Security service placed a forced insurance by claiming that the car was not insured. We sent in multiple times paper work that the car was insured. In 2018 the care was a total loss after a flooding in ********* **. Thats when we noticed they never removed the forced insurance. All state paid the amount of the value of the car which was supposed to leave the balance at zero but they are still charging the interest late fees and the forced insurance. When they told us they were going to stop the interest charges when the vehicle was a total lost. Account# **********

      Business Response

      Date: 12/01/2022

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

    • Initial Complaint

      Date:10/18/2022

      Type:Billing Issues
      Status:
      Unresolved
      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.
      We purchased a car in March 2022 and received a loan from Security Service. They sent a letter a couple months after we purchased the car to let us know that we need update our car insurance to include certain coverage. We called Security service and their representative kindly let us know that we didn't have all the coverage we needed which we were not made aware of. We asked what time line we had to get a new insurance or change our current policy. All they said was to not worry about it that we had plenty of time. Just to make sure to send them a copy of the policy. So we purchased a new policy with start date of May 18th with all coverage and guidelines requested and sent them a copy. A few weeks late they sent us a letter that they are purchasing that same coverage and billing us $700. We call them and tell them we already made the change and they said they were back dating. So we asked how it's possible they can backdate a coverage they didn't already have and it how it's $700 for less than two months especially when we already had car insurance to begin with and provided them with copy for those months. They said they would look into this and get back to us. It's now October and no response, resolution and we were still billed for double insurance for no reason.

      Business Response

      Date: 10/27/2022

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

      Customer Answer

      Date: 10/27/2022

      Complaint: 18241642

      I am rejecting this response because: I received a call from someone stating that they would look into this 6 days ago but the issue has not been resolved. There's no confirmation that rest of the premium that was charged would be refunded. Their employee stated I would not be billed if I changed my insurance to include the coverage they specified. 

      Regards,

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

    • Initial Complaint

      Date:10/12/2022

      Type:Billing Issues
      Status:
      Unresolved
      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 May 1, 2020 I received a forbearance on my home equity. This ended on October 31, 2021. Security Service Federal Credit Union (SSFCU) began an long and arduous process of sending numerous requests for documentation. I was repeatedly asked to provide the same documentation dozens of times. Multiple times I was told my documents had expired and I would need to resubmit them. I contacted an attorney. He stated this is a common practice for SSFCU claiming the borrower failed to provide requested document (see attachment). According to the ***** there are four post forbearance options. 1. Repayment Plan 2. Deferral of Partial Claim 3. Modification 4. Reinstatement. I was never offered the Deferral of Partial Claim. According to the ************************************ (****) This would have allowed me to resume making my regular payments. The deferral would allow me to put the missed payments on at the end of the loan. This should have been an option and it was not, instead, SSFCU started to stonewall me as and never stated it was for a loan modification. According to the ***** some loan servicers are telling borrowers they must pay a lump-sum payment to bring their loan current. After delaying for almost one year, this is what SSFCU has done to me. I have been a member for almost 40 years. The **** has made it very clear that a lump-sum payment cannot be required once forbearance has concluded. According to the Credit Union Association, "To combat ongoing information, the Federal ********************** (FHFA) reiterated that borrowers in forbearance are not required to repay the missed payments in one lump sum". In an updated release, the **** announced this: Federal regulators have made it clear that if you receive a forbearance under the Cares Act, your mortgage servicer cannot require you to repay your skipped payment in a lump sum once the forbearance period ends". The **** has stated their examiners have found that mortgage servicers still charged borrowers late

      Business Response

      Date: 10/19/2022

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

      Customer Answer

      Date: 10/20/2022

      Complaint: 18203203

      I am rejecting this response because:

      Regards,

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

      Customer Answer

      Date: 10/25/2022

      Complaint: 18203203

      I am rejecting this response because:1.Why has SSFCU not followed the **** guidelines about not requiring lump-sum payments. The **** stated "credit union servicers cannot require payment via a lump sum"?
      2. Why has SSFCU failed to follow the guidelines of the ************************************ where their guidelines emphatically state, "if you receive a forbearance under the CARES Act, your mortgage servicer cannot require you to repay your skipped payments in a lump sum once the forbearance ends"?
      3. Why has SSFCU failed to follow the **** in where they state, "No lump sum required at the end of forbearance"?
      4. Why does SSFCU continually send incorrect home equity line statements, the last statement was sent October11,2022, continually increasing the illegal lump sum they claim I owe?
      5. Why did SSFCU take over 11 months for underwriting when the **** states it should take less than 30 days?
      6.Why SSFDCU fail to provide accurate information to a borrower regarding loss mitigation options and foreclosure as required by section ******* ?
      7. Why has SSFDCU failed to answer an errors Resolution Notice under 12 C.F.R. section1024.35 sent to them and the **** on September 27, 2022?
      8. Why did SSFDCU stonewall the loan modification for 11 months by repeatedly claiming that I failed to provide supporting documents even though I repeatedly sent requested document over and over?

      Regards,

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

    • Initial Complaint

      Date:08/29/2022

      Type:Billing Issues
      Status:
      Unresolved
      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 attempted several times with various people at Security Service Federal Credit Union (SSFCU) to resolve an error involving an unauthorized hard inquiry retrieval of my credit report. The people I spoke to either denied this error occurred or blamed me for their system problems and refused to correct the error.

      Business Response

      Date: 08/30/2022

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

      Customer Answer

      Date: 08/30/2022

      Complaint: 17780660

      I am rejecting this response because:My complaint was not addressed or resolved.

      Regards,

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

      Business Response

      Date: 09/02/2022

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

      Customer Answer

      Date: 09/02/2022

      Complaint: 17780660

      I am rejecting this response because: I have not been contacted by SSFCU.

      Regards,

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

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

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