Complaints

This profile includes complaints for Service Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Service Credit Union

  3003 Lafayette Rd Portsmouth, NH 03801-5904

• 

  Service Credit Union

  2032 Lafayette Rd Portsmouth, NH 03801-5605

• 

  Service Credit Union

  116 Farmington Rd Inside Walmart Rochester, NH 03867-4352

• 

  Service Credit Union

  887 Lafayette Rd Hampton, NH 03842-1258

• 

  Service Credit Union

  300 Keller St Inside Walmart Manchester, NH 03103-3218

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.

• Initial Complaint

  Date:04/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Poor Communication and Questionable Practices.I had a highly disappointing experience with Service Credit Union. After being preapproved for a $50,000 loan, I provided all requested documentation, including proof of $200K income. Despite fulfilling every request promptlyincluding sending clear photos of myself and my husband holding our IDs near our facesI was told the offer was rescinded due to trouble verifying identity.This felt more personal than procedural. I live five minutes from a branch and couldve easily verified my identity in person if asked. Instead, I was passed between ***** ************, ***** ******, and ******* ********, none of whom communicated clearly. I would provide one document, only to be told later I needed to submit something else entirely. The process was inconsistent and inefficient.When I finally expressed frustration over the lack of communication, the loan was denied. Now Im told I need to reapply and go through another hard credit pullall because of their internal issues.I would not recommend this credit union to anyone expecting transparency, professionalism, or respect for your time and credit. Very disappointing experience.

  Business Response

  Date: 04/16/2025

  We have responded directly to this person.

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Service Credit Union has taken 4 unauthorized payments of $381 out of my Granite State Credit Union for a auto loan that does not exist as of 12/06/24. After 5 in-person visits, 3 phone calls closing all my accounts with ********************** and somehow they're still taking unauthorized payments. Visited on the following dates to resolve:01/23/25 02/24/25 03/24/25 03/27/25 03/28/25 First Contact to Service Credit Union Support Team: 01/23/25

  Business Response

  Date: 04/03/2025

  Hello, 

  After researching the matter, we have concluded that the recurring online banking transfer request was deleted on March 24th and the funds from the most recent transfer have been returned to your financial institution. Upon further inquiry, it was discovered that both your first and second attempts to cancel the transfer were unsuccessful because our representatives misunderstood what type of transfer was established. Please accept our apologies for this error and for the inconvenience you have experienced because of it. We appreciate you bringing this to our attention so we can take this opportunity to review our processes to create a better member experience going forward.

  
  

  Customer Answer

  Date: 04/03/2025

   
  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

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Service Credit Union has repeatedly contradicted itself regarding its policies while continuing to withhold my funds without legal justification. I submitted a Declaration of Loss in accordance with standard banking procedures, yet *** refuses to process my request or provide a valid legal reason for withholding my funds.When I requested clarification on **** policies, I was told that *** does not have internal policies but that it follows the law regarding checks. However, when I asked which specific laws justify restricting my rights as the remitter, I was met with vague responses and outright refusal to provide a clear legal explanation. Instead of transparency, I was directed to **** legal department, only to be dismissed and told they will not debate the laws and that I should seek legal counsel.*** has also contradicted itself by stating it follows the law while simultaneously applying additional restrictions beyond what is outlined in banking regulations. They have failed to provide a consistent policy, legal justification, or a path toward ************* funds remain withheld, and my repeated requests for transparency have been ignored, dismissed, or met with conflicting statements. As a longtime customer, I expected a financial institution to act with honesty, consistency, and fairness-not evade basic accountability when asked to justify its actions. **** refusal to clarify its decision or process my request raises serious concerns about its adherence to consumer protection standards and fair banking practices.

  Business Response

  Date: 03/13/2025

  Dear Mr. ******************* position has not changed from the email sent to you from our **************** on March 5, 2025. Please refer back to that correspondence for further guidance.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bank allowed a wire transfer that I did not authorize, no one contacted me stating that there was an error made in my account. 13 days later this money was then taken from my account, over drafting it. Again no contact from my bank stating that there was error made in my account, instead they just pulled money from my account. I filled a fraud claim with my bank, to have it investigated, they didnt even look into it for more than a few hrs, returning my phone call stating there was nothing they could do and that it wasnt fraud; thus stating that there was nothing more they could do for me. I continued to ask who authorized it and whose account it supposedly came from; again they wouldnt give me any information and stated there was nothing more they could do for me and that I wouldnt be getting the money back that was spent from my account causing my paycheck to disappear.

  Business Response

  Date: 01/09/2025

  Dear Ms. ********************* to a processing error, a wire for $1600.00 that was not meant for your account was deposited into your checking account on 12/5/2024. When this error was realized by our ***************************** on 12/18/2024, the wire for $1600.00 was withdrawn from your checking account.  We apologize for not communicating with you about the withdrawal occurring. We appreciate you bringing the matter to our attention so we can review our procedures to create a better member experience in the future.

  
  We sincerely apologize for this error but can confirm that this was not fraudulent activity on your account. If you have any questions, please reach out to us anytime via Live Chat, or at ************ (U.S.) or 00800.4728.2000 (Intl).

  Kind Regards,

  
  Service Credit Union 

  
  

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged for insurance when I already had it. They charged me interest on the forced insurance and did not remove when they credited me for some of what they charged.

  Business Response

  Date: 12/16/2024

  Good Morning,

  We have replied to *** ********** BBB Complaint by email, thank you. 

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 opened an account after becoming a member of the credit union.They do allow membership from anywhere in ***************** not just locally.I began setting up the ability to transfer money to/from my accounts from other accounts I have in other institutions. This involved other institutions doing trial deposits to verify banking details and vice versa. This is standard practice and not fraudulent in any way.Their fraud department nevertheless soon punished me for doing this, and locked me completely out of my accounts, summarily converted my checking account to a savings account, cancelled all cards and left me no feasible means of even accessing my money from ********Furthermore despite several phone calls to their customer ********************** (where they promised someone would call 'in a few days') and several emails, after two weeks, nobody will even tell me why they did this and give an opportunity to fix this clear misunderstanding on their part.I was attracted to *** because of their savings rates, and interesting features for Europe such as obtaining a V-Pay card. I am also interested in refinancing my HELOC and had already reached out to ************************* in their ************** before I opened an account, checking they offered them in ******* (they do).I have run out of options to get these people to even talk to me and fix this. My only other option is to get legal help and worst case claw my money back out of the accounts, but the way they have treated me even when opening my account and not so subtly suggesting I open an account with someone more local (despite offering nationwide membership and products) is just disgusting.Ideally I would just like my accounts fixed back the way they were with my online/mobile access restored but worst case I want my money back as SCU have prevented any realistic way to currently access it with their reprehensible actions!

  Business Response

  Date: 12/02/2024

  Good Afternoon,

  We have reached out to the proper department, and have gotten confirmation that the member will be contacted by phone to review their concerns about their account. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22603720
  
  I do not accept the business's response as a resolution to my complaint because: 

      Respectfully, I think a commitment to simply 'review my concerns' is disingenuous in the sense that these are more than 'concerns' as I

  have been effectively restricted from participating in the credit union in any meaningful way, with no wrongdoing, no fraud, no due process

  and on the part of the credit union, a complete unwillingness to even consider restoring my membership access.

     I also respectfully note that after my first phone call to the customer ********************** team several weeks ago, they promised me that a member of

  their fraud department would be calling me in 'upto 2-3 days' which of course never happened, so it's not unreasonable to be cynical of another

  commitment to call which I also respectfully note has not happened this week, despite their response to the BBB earlier.

   

      I hope you agree that a fair and reasonable response would not just be a token 'review of my concerns'  but a more substantial and genuine 

  willingness to not only listen to my concerns but an agreement that if it is agreed/substantiated that there has been no fraud/wrongdoing on my part then

  at the very least my access should be restored and if there are still concerns on the part of the credit union, I would absolutely be willing to restrict my 

  access with other banks, for example restricting external transfers to/from a single institution instead of the many I had attempted to setup?

  Does that sound a fair and reasonable approach here please?

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

  Customer Answer

  Date: 12/09/2024

  Respectfully I have still not heard anything from ServiceCU they have neither replied to my request or as I mentioned tried to reach out to me.

  I am not looking for a token response. I am *******, honest and law-abiding and have never committed any crime in my life, financial or otherwise.

  I also happen to be ironically, an engineer for a global cloud security company so I am not completely naive about security issues.

  I reiterate that respectfully, I have not done anything wrong, violated any banking policies nor seek to harm Service CU in any way. I simply wish to

  make full use of membership and enjoy all the features of the credit union. I am therefore seeking reinstatement of my banking access and at least

  the ability to create a new checking account. As I also mentioned, I am happy to live with reasonable external transfer restrictions e.g just 1 account if

  there are concerns about adding multiple.

  Business Response

  Date: 12/17/2024

  Dear ******,
  We have confirmed that you have been in contact with Service Credit Union regarding your accounts, and were informed that your accounts have been fully restored as well as your account ***********************.

  Sorry for the inconvenience.

  Service Credit Union 

  
  

  Customer Answer

  Date: 12/17/2024

   
  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

  Date:10/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Service Credit Union retroactively, and without contacting me, charged me $672 for an insurance policy. I had provided them my cell phone number, my email address, and my home mailing address in ** and they did not contact me at any of those prior to purchasing the insurance. In addition, the insurance they billed me for was purchased on October 3, 2024 despite me having provided proof of my insurance to them on September 9, 2024. In addition the coverage period they purchased the insurance for was for July 2024 in the past so was unnecessary. I called them multiple times to resolve and they just kept transferring me to other people who would not deal with the issue. The cost they billed me for was more than 3 times the insurance fee I got to cover the same car.

  Business Response

  Date: 10/30/2024

  Dear ****,
  Thank you for bringing this matter to our attention and allowing us the opportunity to address the matter. According to our records, on June 27th you signed the Agreement to ***************** Policy which first made you aware that you must provide an insurance policy for the covered vehicle and failure to do so may result in Service Credit Union purchasing the coverage on your behalf. On August 14th we mailed a letter to the address on file notifying you that the insurance policy you provided was reviewed, however it did not meet certain conditions. In that same correspondence, we provided the conditions that must be met and again advised you that in the event we do not receive an updated insurance policy, we may purchase insurance on your behalf. Additional letters advising you of this fact were delivered to the address on file on August 28th and September 11th.Service Credit Union also sent email correspondence on September 26th prior to the premium being charged on October 3rd.  The updated insurance binder you provided showed a lapse in coverage from July 7th through September 9th and when you contacted us on October 23rd you were told a refund has been issued however to receive a full refund we need proof of insurance for the dates of the lapse in coverage. Please provide this proof to ********************************** at your earliest convenience.  
  Thank You,
  Service Credit Union

• Initial Complaint

  Date:10/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 open an account over 6 months ago to start building a relationship with this bank because they have amazing member services I was told today my account was closed due to the activity which was suspicious but I don't have any activity on those account I was told it was an internal review and I couldn't be given details

  Business Response

  Date: 10/21/2024

  Dear *****,

  For the protection and security of both you and Service Credit Union, we had restricted your account and access to certain features associated with the account. This was done as a precautionary measure due to recent activity performed with the credit union. For security reasons we cannot provide any further information around that activity, however our decision remains unchanged.

  Thank You,

  Service Credit Union 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22429357
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 signed up for what I thought was a free trial with a website for music to use on ******* called Lickd. They are located in the ** and are very difficult to contact. I was led to believe that I woulfd get a free trial and if cancelled I would not be charged. I checked my account and saw it was overdrawn. Unbeknownst to me I was illegally opted into the credit union's "courtesy pay" it's under another name which I am not sure the exact term used and the transaction was paid. Upon learning of this charge on my account I contacted the credit union via chat and asked why I was opted into that service that I had declined it on the application when I opened the account. The chat representative removed the fee and changed the setting so these kinds of transactions will not be approved on my debit card. I disputed the transaction and was asked to provide some documentation which I did and then today I was notified that the chargebacks department was refusing to assist me and to contact the merchant directly. The credit union has provided poor service in failing to help me with this dispute or provide a credit possibly in violation of ******* rules and also had opted me into that service without my consent I specifically checked the box to opt out of it and the charge went through, The credit union should give me a provisional credit for the $22.99 plus refund the international transaction fee and assist in this dispute or actually refund it because they illegally allowed the transaction to go through without sufficient funds. I expected all debit card transactions to decline and thought I had a 7 day free trial which I immediately cancelled. Due to misleading and unfair practices by the merchant and the credit union I was charged over $23 for a service I decided I didn't want and tried to cancel during what I believed was a free trial.

  Business Response

  Date: 10/09/2024

  Hello *******,
  
  Thank you for bringing this matter to our attention as we appreciate the opportunity to address your concerns. Service Credit Union offers two types of courtesy pay; standard courtesy pay and everyday debit courtesy pay. Standard courtesy pay is automatically applied to the account upon opening and does not require an opt in as described in our account agreement and disclosure. The everyday debit courtesy pay would require an opt-in should you wish for one-time debit card and ATM transactions be covered.We verified that you were never opted into that service. The transaction in question was not considered a one-time transaction, therefore it fell under our standard courtesy pay program which is why the transaction processed through your account. As a one-time member courtesy, we have reimbursed you the $22.99 and the international fees associated with the transaction. We have also confirmed that the request you made through our chat function on 09/16 to opt out of our standard CP program was successful. Please refer to our account agreement and disclosure and the rate and fee schedule as those will dictate how future fees may affect your account. If you have any further questions,please contact us at ************ or by emailing ************************************************************.
  
  Thank You,
  Service Credit Union

  Customer Answer

  Date: 10/09/2024

   
  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

  Date:08/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 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

  Date: 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 Answer

  Date: 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,
  
  ***********************