ComplaintsforFamily Security Credit Union

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My debit card would be declined with NO contact No phone call No email. I would go shopping it was decline, very embarrassing, I would immediately go to bank and was told the charge didnt look right so it was turned off. We checked the balance it was high. They turned it back on. In 2 days the same thing happened leaving me stranded without my funds. I go again to the bank and am told just a glitch absolutely not remotely caring about my recurring issue. I have called customer service 26 times and have yet to talk to a person. I went back to the bank my balance was fine! Talked to the manager and was totally just smiled at and said things just happen. Im tired of being cut off from my money and Nobody cares about the embarrassing situation Im put in. Why does an institution spends thousands to get customers and then treats them with smirk and like of empathy. This third time is enough for me. Ill go where Im appreciated and treated with courtesy.

  

  Business response

  03/12/2024

  Someone from our card services department will reach out to **************** today to get a better understanding of why this issue keeps reoccurring.  We apologize for the inconvenience this has caused and we will work directly with the member to find a resolution to this issue. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spoke with a member of this credit union early August 2023 to make sure all payments were up to date as they were continously calling ** each month saying we were missing a payment even though we were paying monthly. In July 2023, they pulled 3 payments. In August, when I spoke to them, they confirmed that we were good after those payments. It is now January ****, and the credit union is asking for a "missed payment" from August 2023. I spoke with a billing agent named ***** on 1/13/2023 that stated we are missing a payment from August. Today, 1/22/24, I received a call from a collection person with that credit union named, ****, who is saying we are past due on a December payment. I have bank statements that show monthly payments including a payment on 12/15/23 that was pulled for the truck payment. I have also talked to ******************* as we are selling/buying property, and she noted that we are not in default on that loan. Additionally, I took it a step further to review my credit report, and it shows 100% payment history. All while having these conversations, I have been interrupted and told they were going to repo our truck even though they are receiving payments each month. I was also told by ***** in billing that she spoke to my husband on 1/12/24, and he understood that we were receiving late fees, etc. When I asked him about this, he never spoke to her. When I sent out an email addressing all of these concerns including ***** lying about speaking to my husband about fees we were not aware of. I was ignored for over a week. Family Security Credit Union is a joke, and I truly feel like they are trying to scam money from us. Since they are JUST NOW, sending us to their collections department for a payment in August 2023, I'm assuming this is going to start showing up on our credit. If you would like documentation, please reach out via email, ***************************

  

  Business response

  01/29/2024

  We cannot locate the account with the information provided in this complaint.  Our Collections Manager, *******************************, will be calling the phone number listed in the complaint to discuss this matter.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm not liable for this debt with Family Security Credit Union. I was impacted from The Equifax Date Breach as well as a victim of Fraud/ Identity Theft. I don't have an contract with Family Security Credit Union. They did not provide me with the original contract as requested.

  

  Business response

  01/18/2024

  1-18-2024   We received a letter from ChexSystems on 1/8/2024 stating the member, **********************************, claimed to be a victim of identity theft or fraud. There was a copy of the police report attached with the letter. The letter stated that ChexSystems permanently removed the info from their files as of 1/3/2024.  This has been removed from ChexSystems and should no longer be showing with credit bureaus.  ***************************** should contact our collections department if a recent credit report still reflects this discrepancy.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from FMILY SEC CU, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: *****************I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,***********************

  

  Business response

  01/11/2024

  We have reviewed Ms. ******************* style="font-size: 0.875rem;">account and the facts are as follows.  On 10/06/2023, ******************** share draft account was charged off with a negative balance.  We attempted to contact the member at ************* the same day the account was charged off.  Multiple letters were mailed to the member before the account was charged off.  **************** did make payments on the account and eventually paid the charged off share to a zero balance on 11/21/2023.  Upon this payoff, Family Security updated our credit bureau reporting to reflect this charged off account as paid in full.  We are reporting this information to the credit bureaus in an accurate manner and feel no errors have been made.  ******************** signed signature card abides her to the terms of Family Security's Master Account Agreement which clearly defines how we share information with the credit bureaus.

   

   

• Initial Complaint

  02/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The date of the transaction is hard because I tried to call them several times and wasn't able to reach anyone. However on January 30 I tried to call and then January the 31st I called and was finally able to get an answer. I let the lady know that my payment was due and that I had attempted to reach a representative several times and wasn't able to get anyone. Because I couldn't reach anyone my payment ended up being late and they have reported me late to the credit bureaus. My resolution is that I would like for them to remove the 30 day late status from off my credit report. Being that as it was NOT my fault after attempting to reach their office for two days in a row.

  

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/03/08) */ The dispute for credit reporting information submitted by the Credit Union to credit reporting agencies regarding your account has been reviewed. The complaint states an attempt to call us was placed on January 30th and January 31th. January 30th was a Sunday and our offices were closed. Our call records do not show any attempts from the phone number listed on your account on January 31st. In addition, our normal procedures were followed by mailing notices to the address on file and attempts to contact you by phone in order to keep you informed of the statues of your loan. Based on this information the Credit Union has investigated your dispute and determined that the account is being reported correctly.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a personal checking and Savings Account with Family Security Credit Union. On Jan 7. 2020, I was authorized by my employer to open a Business Account and provided the Companies LLC Operating agreement and minutes of meeting and other requirements including it's own EIN to open a BUSINESS Checking and Savings Account. I continued to have my personal account and the business continued with their business account. During 2021, the business account became over drafted and was written off as a closed account on Jan 1, 2022. On or about Feb 25, 2022 Family Security Credit Union offset the Business accounts over draft by illegally transferring $16,900 from my Personal Savings Account to the Business Account. the Bank stated that their agreement stated that I would be personally guarantee any debt for the business account and took the money from my personal account under that illusion. The application which contained this personal guarantee was only signed by me as an employee and no Personal Guarantee was signed under my personal capacity, only as an employee of the business capacity. According to the law, this would invalidate the personal guarantee considering no one signed the document in their personal capacity making the transfer illegal. They basically took money from someone who did not owe the money nor did they provide any due process to obtain a judgment to authorize this transfer.

  

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/03/02) */ The terms and conditions of the business account agreement expressly provided that the "responsible person" who signed on behalf of the company agree to personally guaranty the obligations of the company under the business account agreement. Ms. ***** signed as the responsible party and is therefore liable for the negative balance created by the company and the credit union had a legal right to apply the funds based on the guaranty. Consumer Response /* (3000, 7, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mrs ***** signed the document as a Managing Member. With all signatures having the title of Managing member. At no time did she ever sign her signature other than representing the LLC. There is no Personal Guarantee that contains her Personal signature. All signatures contained on the document were signed by authority given by the LLC. At no time did Mrs ***** sign any document as herself. This debt has been disputed by the LLC and no due process has been conducted to obtain a judgment against Mrs *****. Mrs ***** has held a personal account for several years which has not be utilized to off set the commercial account. It was not until a significant amount of money was put in savings that the bank chose to off set this commercial account with an employees account. Business Response /* (4000, 9, 2022/03/07) */ The consumer's rebuttal does not contain any new or additional information and is based on an incorrect legal interpretation of the contract. We request that this complaint be closed because the dispute is not such that it can be adjudicated by the BBB.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This account inaccurately reported from my credit report in 3 credit bureaus like Equifax, Experian and Transunion. FAMILY SECURITY CREDIT 473482000021**** Date Opened: 04/01/2014 The postings on this account was inaccurate and misleading also included inaccurate balances ($2,457.00 ). I already reached out to them but still now there were no responses also sent disputes to the Credit Bureaus

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/15) */ We have reviewed the request for validation of credit reporting information submitted by FSCU to credit reporting agencies regarding this account. The request does not specify the nature of the dispute as to the reporting of any specific item. Based on the limited information that was provided, FSCU has investigated the dispute and determined that the account is being reported correctly. If there is a specific dispute as to the reporting of this account, please provide FSCU with a short explanation of the nature of your dispute, copy of your credit report showing the disputed reporting and any documentation that you have that would reflect that FSCU is incorrect. These documents may be mailed to Family Security Credit Union, 2204 Family Security Place SW, Decatur, AL 35603. Upon receipt of that information, FSCU will reinvestigate the dispute and determine if corrective reporting is required.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my bank account was scam and hack someone spend a lot of money out my account they charge a lot on my bank account I did not give no body my info or anything I went to bank and they do not want to help me because I am black someone put 500 in my account they charge me that was not my fault USSA homeowner insurance sent me money I did not get and cash app did too that people send me I never had this problem I am disabled I am sick with alot of illness The Bank account name Family Security Credit Union Decatur Alabama I need all my money back I am on a fix income that is not right the bank supposed to help u

  

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/01/26) */ Fraudulent activity did occur on this account. We cannot discuss account specifics on this platform due to privacy, but we will be more than happy to discuss over the phone with *******. ******* should call our card services department at 800.239.5515 Consumer Response /* (3000, 7, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) i just want my money back in my account it was a lot of money taken from me I told Family Security my bank account was scam and hack I just want my money back in my account I am disabled Business Response /* (4000, 9, 2022/02/01) */ The member states that fraudulent activity did occur on this account, but our records show these charges were verified. We will be happy to review these charges and discuss with the member, but we cannot do that on this platform. If the member will call our card services department at 800.239.5515, we will be happy to discuss. If ******* would prefer, we can call at a convenient time as well. Consumer Response /* (3000, 11, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel like they don't want to put my money back into my account I need my money back into my account my account was hack and fraudulent I just want my money I am disabled I do not have any money to give away my bank account at Family Security Credit Union Athens Alabama 35611 it was a lot of money spent it will be a pleasure it will be a blessing

• Initial Complaint

  12/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Family Security Credit Union notified me in the month of November that there was a lapse in my insurance on a motorcycle that they were the lien holders to. I called them, discussed my reasoning, and within 24 hours sent them proof of insurance. I received a letter today December 6, 2021 that I had 10 days from the time of this letter to notifying them of insurance between September 2 and a November 17 or would be penalized with a $620 charge for insurance. I notified family security credit union on this day that I had a conversation with them in November where they informed me that I was not insured for the month of September nor was I insured for the month of October. They are attempting to retroactively charge me for a service that was not rendered. I was never insured those months so they do not have any grounds to charge me for that service which did not exist at that time.

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/12/08) */ On 10/4/2021 Allied, our insurance tracking company, received a notice that Mr. ********' insurance had cancelled effected 9/2/2021. At that time a CPI policy took effect as of 9/2/2021. On 10/7/2021 Allied verified the cancellation with Allstate insurance. On 10/13/2021 a Smart video was emailed to the member asking for updated proof of insurance. 10/27/2021 a notice was mailed asking for updated proof of insurance. 11/10/2021 another notice was mailed asking for updated proof of insurance. 11/18/2021 Allied received proof of insurance effected 11/17/2021. 11/18/2021 The current CPI policy was cancelled by Allied but the premium had not been billed yet. A CPI policy covered the 2020 BMW R1250GS VIN# from 9/2/2021-11/17/2021 and the premium for that time period is $620. The CPI policy was mailed 12/2/2021. Had this vehicle incurred damage during this time period the damage would have been covered under this policy. The loan documents explain that insurance is required on this collateral and if not maintained by the member that it will be covered by a CPI policy that will be charged to the member.

*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. ↩