ComplaintsforService Credit Union

• Initial Complaint

  08/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the extremely poor experience my family and I had with one of your lending specialists, *****************************. Due to the incorrect information provided by **********************, we lost the opportunity to purchase a property that was importance to us.On July 30, ********************** explicitly explained that our Home Equity Loan could not be approved based on ****** *** guidelines. Based on this information, we felt we had to withdraw our offer, believing we were unable to secure the necessary funding.However, after consulting with a local bank and a mortgage broker, it was brought to our attention that the information provided by ********************** was inaccurate. We were informed that ****** *** guidelines only apply to primary mortgages and not to equity loans. When I contacted ********************** to discuss this discrepancy on July 31st, she asserted that she understood ****** *** guidelines but stated that this was the policy of SCU.This critical piece of information and the failure to distinguish between SCUs policy and ****************'s policy directly resulted in our decision to withdraw our offer. Had ********************** disclosed this difference, we would have had the opportunity to secure funding through a local bank and potentially proceed with the purchase.It is concerning that such a significant error could occur, leading to the loss of a valuable opportunity. I believe this situation warrants immediate attention to ensure that other clients do not face similar issues in the future.I kindly request a thorough investigation into this matter and an explanation of how such an error was allowed to happen. Additionally, I would like to terminate my accounts with SCU. As I proceed with closing these accounts, I would like to request that our early termination fee on our HELOC be waived due to this error. We have referred several friends and family members to your Credit Union and are extremely disappointed with this experience.

  Business response

  08/09/2024

  Hello,

  
  Thank you for bringing this concern to our attention. Unfortunately, we are unable to confirm what was said during your conversation with our representative, but we apologize for any confusion that was caused. The adverse action we sent you supports that the denial was due to excessive obligations in relation to your income, which does not meet our guidelines. Our guidelines are based on ****** Mate guidelines, and we apologize it wasnt clear that we chose to do so as an internal policy and that other financial institutions might do something differently. After reviewing the circumstances around your case, we have determined that will not be waiving the early termination fee for the ***** you have established with Service CU.We appreciate you bringing this matter to our attention, and we will address this matter with the representative you spoke with in order to avoid future miscommunications.

  Customer response

  08/09/2024

   
  Complaint: 22080537
  
  I do not accept the business's response as a resolution to my complaint because I specifically requested the explanation in writing and never received the email. 
  

  The denial letter that was sent to me was only sent because I requested a denial letter to satisfy our exit from our real estate deal. I was not denied for the loan, I just was not approved for the amount we applied to receive. The denial was only produced based on my request to be denied so we could receive our deposit.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This credit union advertised a nation wide bonus promotion of $500 to open a new checking account with them. Certain transaction had to be meet to qualify. Even though I have been told by them, I met these qualifications and are to be paid the $500 within 90 days. Deposited into my account. It is well past the 90 days and no sign of the bonus.....

  Business response

  07/22/2024

  Hi *******,
  After carefully reviewing your complaint, we can confirm that the automated job to payout the bonus promotion did not process correctly on your account, and we have since credited your *************** account $500.
  We are committed to providing assistance and clarity to ensure a positive experience with our credit union.Thank you for your understanding, and we look forward to continuing to serve you.  If you have any further questions,please contact us at ************ or by emailing *********************************
  Kind regards,

  Service Credit Union Compliance Team

   

  Customer response

  07/23/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing urgently to address errors on my credit report caused by the disclosure of my personal information to credit bureaus, which has led to significant financial and emotional distress.Under 15 USC 1681 Section 602, I am entitled to financial privacy and expect my information to be kept confidential.Additionally, as per 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account details without my explicit consent, which I have not provided.The discrepancies related to SERVICE CREDIT UNION have adversely affected my financial standing and need immediate correction.Moreover, compliance with 15 USC 1666(b) is essential, as it prohibits creditors from treating credit card payments as late under specific conditions.For your reference, my account details are as follows:Account Number: **********I request a comprehensive review of my account, immediate correction of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. Your immediate attention to this matter is appreciated.Sincerely,*************************

  Business response

  07/08/2024

  On June 28, 2024, we provided you with a letter regarding this matter. Please refer to that letter for additional details. Our stance remains unchanged, and we consider this matter closed. 

  Business response

  07/10/2024

  Please be assured that Service Credit Union does comply with the Fair Credit Reporting Act (FCRA),which mandates that we handle credit reporting in a fair, timely, and accurate manner.
  
  When you applied for a personal loan on June 25, 2020, you consented to us accessing your credit report for processing your application. Additionally, as specified in our Account Agreement and Disclosures provided at the time of account opening and on the late payment notices we mailed, we informed you that we report account information, including negative information related to late payments, missed payments, and other defaults, to the credit bureaus.
  
  Our Resolution and ******************* sent multiple notices advising you of the status of your loan and ultimately the loan was charged-off, which has been accurately reported to the credit bureaus. We have verified that all information related to your charged-off loan accurately reflects the payment history of the loan in question and we will continue reporting the accurate information. We encourage you to contact our Resolution and ******************* at ************ to discuss options for resolving the outstanding balance.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account at ********************** on June 13, 2024.I bought a $50,000 9 month Certificate of deposit and was going to put $45,000 in also, however immediately, I could not log on to my account. The message stated a hold has been placed on your account, please call this number to get the hold lifted. Ive called five times, always told i would have to speak to a person who was not available, but that they would return my call. As of today, June. 29, 2024, no one has returned my call, nor has the hold on my account been lifted. I even sent an internal message that allows direct contact with a bank member. No response. In the meantime I am not able to access the $50,000 that I put in my account. To me this is paramount to theft. If they dont want my account return my money.

  Business response

  07/01/2024

  Hello, 

  We do not have reason to believe that this complaint is valid. During the account opening and certificate opening process there were concerns over suspicious activity on the accounts that led to the restriction of the account. Additionally, the *** funding of the account was returned. We do not feel engaging this person in a response is the correct course of action. 

   

  Thank you, 

  Service Credit Union

  Business response

  07/09/2024

  Hello, 
  Due to certain activities detected in your account, we made the decision to restrict your account for the security and protection of both you and Service Credit Union. These restrictions are permanent. Please be assured that we take the security of our members accounts very seriously. The recent activity in your account raised concerns and as a precautionary measure, we restricted access to certain features associated with your account. While your account has been restricted to a ************** you will still be able to make cash deposits and withdrawals. No other deposits of any kind are allowed. No checks or money orders may be cashed and your access to a debit or credit card,and online banking, has been revoked. A member of our **************** will be in contacting you to discuss the account and address any other questions you may have. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Loan account number ending in 3800 has been settled and paid in full.

  Business response

  06/21/2024

  Hello,

  According to our records, we have made several attempts to notify you, both over the phone and through letters and emails, about the status of the loan in question. As of 6/20/24 your loan ending in 3800 has been charged-off and is not settled and paid in full. Should you like to discuss this matter further, we ask that you contact our Resolution and ******************* at ************************. 

  Customer response

  06/24/2024

   
  Complaint: 21864757
  
  I do not accept the business's response as a resolution to my complaint because:

  DNIESHIA QUANTAY-************************* ESTATE              
  Dnieshia Quantay-*************************** EX
  c/o *******************************************************************                          Date: 06/24/2024
  
  
  Re: Account# Loan Account Number Ending In 3800

  
  Greetings ******************************* Treasury of SERVICE CREDIT UNION,
  
  I have received your letter dated 05/27/2023 informing me of a late notice for bill payment of $11.01.
  Enclosed you will find another Copy B, of the 1099a, filed with the Internal Revenue Service. 
  Enclosed with a letter dated 06/07/2024, mailed to your office, was a 1099 Form for the benefit of the above account. The 1099 Form, which was submitted electronically to the Internal Revenue Service, shows accepted. According to the account activity, the *********************** have either NOT been claimed by SERVICE CREDIT UNION, or HAVE been claimed but not properly assigned for the benefit of the above mentioned account.  
  I need you to let me know your reasons for not applying the credits, so that I can communicate those reasons to the Internal Revenue Service/Treasury. If you keep the account (that this loan is attached to) closed I will have to file an Information Referral, IRS form 3949a, with the Internal Revenue Service/Treasury for suspicious activity so that you can answer directly to them as to why these funds have not been credited to account loan number 3800. As well as reporting to the Secretary of Commerce (*************************) for hindering the act of commerce (***** Act).

  
  Your assistance is greatly appreciated.  
                                                                                By: ______________________________                                                         
                                                                                 ******************************** ***************************
                                                                                    As: Executor for the
                                                                      DNIESHIA QUANTAY ************************* ESTATE
                                                                                          EIN 93-6929080

  Business response

  06/28/2024

  We have verified the information being reported to the credit reporting agencies in connection with your charged-off loan ending ************************************************************** corrections are warranted. As of today, June 28, 2024, we have not received a valid form of payment towards the charged-off loan.
  
  The credit union accepts cash,check, and ACHs as valid forms of payment. Submitting an IRS form 1099-A is not a valid form of payment.
  
  We encourage you to contact our Resolution and ******************* at ************************ to discuss further.   

  Customer response

  07/02/2024

   
  Complaint: 21864757
  
  I do not accept the business's response as a resolution to my complaint because:

  Greetings, I do not consent to this offer (response letter from SERVICE CREDIT UNION). Please note that contracts requiring legal money such as cash, check, money orders, bank  transfers, wire transfers, and Federal Reserve Notes (DOLLARS) are illegal and unlawful by Title  31 U.S.C. 5118(d)(2); 31 U.S.C.A. 463; and Public Law ****** (September 13, 1982). ******************************************** has tendered private credits through the use of her estate account to settle this matter in an Act of Charity. Therefore, Dnieshia Quantay-***************************, requests that the balance of the ACCOUNT be adjusted to Zero dollars ($0.00) to reflect the ledgering of said TENDER. It is further requested that all funds supplied by the ******* Family be returned to the same. There is no intent to act in any fashion other than to properly reconcile the books and settle the matter accordingly.
  
  
  
  
  By: Dnieshia *************************** Brajdic 
  As Executor 
  For the DNIESHIA QUANTAY-************************* ESTATE
  
  With explicit Reservation of All Rights, Without Prejudice, Non-Assumpsit, Non-Domiciled, Non-Resident, Non-Person, made in good faith with good conscience and good reason, without the ************* [28 USC 1746 (1)]MP

  Business response

  07/08/2024

  On June 28, 2024, we provided you with a letter regarding this matter. Please refer to that letter for additional details. Our stance remains unchanged, and we consider this matter closed. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a membership with Service Credit Union in8 02/20, taking advantage of a promo bonus where if I were to deposit my paycheck, I would get rewarded a $500 bonus.After I met the requirements by depositing more than $1500/ month, I reached out to inquire about my bonus.the credit union pretends I have not used the "right" promotional link, but rather a link that explains the benefits of the checking account and therefore I am not qualified, which doesn't make sense because where else would I have applied other than the website page that had the promotional terms. I even have screenshots of that.After telling me that they will make an "exception"they told me that my deposits were not direct deposits but transfers, which is not true. After I sent the paychecks they say that I am not eligible because I have not deposited my full net pay check. First of all, in their terms, it is nowhere explained what net pay constitutes. The notion of the meaning "net pay" isambiguous, inconsistent and contradictory provisions of the promo.Net pay by definition is Gross Pay minus mandatoryand voluntary payroll deductions.The T&C for this promo for personal checking account states add direct deposit of your net pay of $1500 or more per month and no words of entire net pay, full net pay, not allotment, or any other words suggesting requirement of full net pay are found in the T&C. Therefore, direct deposit of partial net pay must be qualified.Nowhere in the promo T&C does it say that a direct deposit of net pay must be 100% of your paycheck.Where the promo gives examples of what direct deposit of net pay includes, but is not limited to, we see that direct deposit of net pay is not even limited to employment compensation. The provision direct deposit of at least $1,500.00 each month will result in a bonus of $500.00 suggests that ANY direct deposit of $1,500.00 or more qualifies.This credit union is making up every excuse in the world to deny thei customers the bonus

  Business response

  06/20/2024

  Hello,

  We've made the determination to honor the promotion for individuals who qualified for the checking account bonus by sending in a direct deposit of at least $1,500,regardless of this being their entire net pay or not.  Due to this, you will receive a deposit from Service Credit Union into your savings account on July 1, 2024 for $500.  We hope this satisfies your previous complaint. Thank you for your membership and interest in banking with Service Credit Union.

  Customer response

  07/01/2024

  I got t  response 48 hours after submitting this complaint where the credit union stated I will get my bonus on 07/01 and that I met the requirements.

  As I predicted, of course no bonus on 07/01 although the official letter attached clearly states I will get my bonus on 07/01.

  I don't know what other justification you will bring up now, but honestly this has been the worst experience I have ever had dealing with a credit union.

  One renounce the "big banks" in favor of credit unions and here's what happens.

  You have caused me so much headaches with all this journey and it's not fair.

  You can't send this statement letter especially coming on behalf of NCUA, promise something and then don't deliver. I am not sure what's happening now but this is clearly unprofessional and ill-intended.

  I have done everything I was asked to, deposited my paychecks, sent paystubs which clearly show my employer, responded to every other nonsense question I have been asked, went through all the ordeal of phone calls and waiting on hold

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction occured on 12/29/2022. Me and my then fiance bought a car from a dealership outside of our duty station in *******. We bought a ******* Elantra, no red flags nothinig. Fast forward to a year and a half me and my then fiance split, I'm trying to ship the car back with me, they tell me that, THE PROPER TITLE TRAIL IS MISSING. and that if i wanted to ship it I needed to basically sign something saying theyre not liable if I can't drive the car in the states. They're not giving me any answers on what to do and I won't be able to register the car in my state. Please help.

  Business response

  06/21/2024

  Hello,

  Thank you for bringing this matter to our attention. Our ****************** will be contacting you to resolve the title documentation issue and answer any questions you have. 

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **************************************** ****** Tx on 12/3/2021. The motorcycle was financed through Service Credit Union which is located in *************. I paid every month on time with out any issues. 2024 February I made a payment and explained there was another buyer for the motorcycle and the purchaser was given an application and accepted for the loan. Please read again the loan was accepted by service credit union for the bike. The purchaser then had to get accepted for a credit union membership, thats where the trouble started. His Memeber ship took 4 weeks for the service credit union to deny because they quote said they could not identify his existence he owns two houses and 3 cars and also worked for the the Federal government for 25yrs and is retired and they could not accept his membership to which he had the vehicle and was driving it and I explained the entire situation to this bank. And they would not accept the Memebership but the loan application was accepted first instead of seeing if the Memebership would be first. So this purchaser had to go to neighborhood credit union and start over and was accepted with his membership FIRST then had to get accepted for the loan which he did and then it took 3 weeks for the service credit union to get everything completed from paper work to accepting the the check payment. So they said as long as they got their full payment before the 20yh which they did it would not go on my credit because of the issues that came about and on my credit score it went down 52 points because they reported full payment but also reported a late payment which they said would not happen if hwhy received the payment on time. This has been the worst experience and the costumer service was either black or white no gray between either they cared and tried their best to help or they just didnt care and also wrote untrue reports to which they said I didnt know where the vehicle was, untrue never said it and I even told them they were writing untrue reports. I want my credit score corrected they got their complete payment of almost $18000 and they ruined my credit score

  Business response

  05/20/2024

  Upon reviewing the details of your complaint, we acknowledge your concerns regarding the sale of the motorcycle associated with your loan and the subsequent impact on your credit score. We have thoroughly reviewed our records and would like to clarify the sequence of events and our obligations as a financial institution.
  
  As noted in our records, we have reviewed several calls regarding the loan payments for the motorcycle going back to 12/22/2024. During each call, our representatives informed you that you are the only party on this loan and are fully responsible for making timely payments. You expressed multiple times that another party had possession of the motorcycle and should be making the payments. Our representatives consistently informed you that any agreements with other parties were outside our control, and you remained responsible for ensuring the payments were made as agreed.
  
  Throughout the month of March, you were reminded multiple times, over the phone and through late notices, that your payment due on 2/3/2024 was past due. Each time, you promised to make a payment but did not do so either over the phone or after the calls. Specifically, during our conversations on 3/11/2024, 3/13/2024, and 3/14/2024, you were informed of your overdue status and the importance of making timely payments adding that the 3/3/2024 was now past due as well.
  
  Regarding your claim that you were assured late payments would not be reported to the credit bureau as long as the payment was made by the end of the month, this assurance was given in the context of the 3/3/2024 payment, which at that time had not surpassed 30 days past due. This assurance did not apply to the 2/3/2024 payment, which was already more than 30 days past due. It's our obligation to accurately report loan transactions to the credit reporting agencies, and unfortunately,the payment due on 2/3/2024 was not satisfied until the loan was paid in full on 3/18/2024. Consequently, this payment was reported to the credit agencies as more than 30 days late, reflecting the transaction history accurately.
  
  We understand the impact this situation has had on your credit score and empathize with your frustration. However, in adherence to our commitment to provide accurate information, we are unable to amend the reported payment status. 
  
  We value your membership and regret any dissatisfaction caused by this situation. If you have any further questions or concerns, please do not hesitate to contact us at **************.

  Customer response

  05/20/2024

   
  Complaint: 21699473
  
  I do not accept the business's response as a resolution to my complaint because: I was made aware by the Service Cedit union employees that my payments had a grace ****** until the 17th of each month. The last representative that I spoke to said that if my payment was RECEIVED before the 20th that there would be no report on my credit. I never told the bank promised to make the payment again this goes with them writing untrue claims. The full payment 
  Was received on 3/16/2024 and was not put into the system until the 18th of March. I was told as long as the payment was received by the 20th I was in the clear. I would not make any kind of complaint like unless I was told other wise.  I was told one thing they did something else. 

  Sincerely,
  
  *********************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is March 24th. I have been locked out of my checking and savings accounts for a week. I called the customer ********************** line 6 times. Each time I was prompted for my info and promised a resolution to restore *********** of the times, a representative hung up the line. There are no repercussions for such actions while I, the sole provider ********************** have to wait on paying bills and use credit cards instead of my accounts.

  Business response

  04/01/2024

  We want to apologize for the inconvenience experienced regarding access to your accounts. Upon review, our system indicates there were indeed multiple attempts to reach out to our member service team, and we acknowledge that the initial inconvenience stemmed from an outdated German phone number associated with your account causing you to be unable to successfully satisfy the multi-factor authentication process. Upon notification of the outdated phone number our representative promptly updated this information during your first call on 3/23/2024. Subsequent calls on 3/24/2024 showed you continued to have difficulty navigating the multi-factor authentication process. It also appears there may have been some connectivity issues during these calls, including a call with significant silence before disconnection.Ultimately, our records indicate successful access to online banking on 3/25/2024, thus resolving the issue you faced.
  
  We understand the frustration and concern that such situations can cause, especially when managing important financial matters.Please know that the security of your account remains our top priority, which necessitates stringent multi-factor authentication processes. These measures are in place to safeguard your financial assets and personal information,ensuring peace of mind in an increasingly digital landscape.
  
  Moving forward, we urge you to review and update your account information regularly to prevent similar occurrences. Your proactive approach to maintaining accurate details on file will greatly assist us in delivering smoother and more efficient service in the future.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The Service Credit Union has downgraded my savings account and locked me out of my account after claiming to have noticed "suspicious" activity on my account. The only activity on my account has been setting up a weekly direct deposit and scheduling a wire transfer to my other account (which they did not process last week). Their fraud department emailed me on 2/26/24 to notify me of this concern and the actions taken. I replied immediately asking them to explain the suspicious activity and for an immediate resolution so that I can access my accounts. I received no response. I also called the person that was assigned to my case, 3 times and left 2 voicemails, they have not returned my call to this day 3/1/24. I have called their customer service lines 2 times, one time about the fraud concern and one time about just gaining access back into my online account. Both times they were unable to assist me and have told me to reach out to the fraud specialist or wait for a call back. It has now been over 1 week since my wire transfer was not processed and over 3 days since their fraud department reached out to me via email (did not bother to call me once). They have two weeks of direct deposits from me now and refuse to resolve this issue, this is unacceptable and frankly becoming suspiciously fraudulent and criminal if they do not relinquish my funds.

  Business response

  03/07/2024

  Thank you for bringing this situation to our attention. Upon reviewing your complaint and the facts surrounding the situation, we acknowledge that there was indeed an initial concern regarding suspicious activity on your account. Our fraud department acted promptly in accordance with our protocols to safeguard your account and prevent any potential risks while they investigated the matter further. Our fraud department was also delayed in responding to your attempts to contact us due to high volume, but made sure to get back to your within the week to resolve your concerns.

  
  I want to assure you that we have thoroughly investigated the matter, and upon further review and conversations with you, have determined that the transaction is not a concern. Our goal has always been to do our best to protect members’ accounts while ensuring seamless access to their funds. In this case, before moving forward with the requested transaction it was imperative we confirmed it was a legitimate request.    

  
  Since speaking with you 3/1/2024 all holds on your account have been removed and the requested transaction was processed.

  
  We sincerely apologize for any inconvenience and frustration this situation may have caused you. Please be assured we are committed to ensuring that you receive the level of service and security expected as a member of the credit union. 

  Customer response

  03/08/2024

   
  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.
  
  Sincerely,
  
  ******* ********

*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. ↩