Complaints

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

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  First Service Credit Union

  16430 Park Ten Pl Houston, TX 77084-5056

• 

  First Service Credit Union

  8980 Clearwood Dr Houston, TX 77075-1802

• 

  First Service Credit Union

  1001 Louisiana St Ste B195 Houston, TX 77002-5089

• 

  First Service Credit Union

  16430 Park Ten Pl Houston, TX 77084

• 

  First Service Credit Union

  9621 W Sam Houston Pkwy N Ste 110 Houston, TX 77064-5556

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:09/18/2024

  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.

  Credit became deceitful about product applied for. I was informed of a "fixed rate for the entirety of the loan" by a representative before I consider the loan. Although I understand rates and pricing may change, it was a huge factor for me knowing what the representative said. A fixed rate is what I expected as the representative said and it is what I'm seeking for. Disclosure of such information definitely lean me over to this product with this financial institution. I've been told for 2 months it is been review by upper management with no one reaching out to me, instead me reaching out with the same explanation. That management will be looking over it.

  Business Response

  Date: 10/04/2024

  Hi Orlando. We’re sorry for the miscommunication regarding your line of credit. Our AVP of Lending has reached out to assist with your complaint and confirmed that you did receive the original loan documentation and the notice of changes indicating the variable rate. If you wish to convert your variable rate line of credit to a fixed rate loan, please let us know.

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my

   The so called AVP provided a document i sent him proving my case. Proving how i was lied to about my FIXED RATE LOAN FOR THE ENTIRE DUARTION OF IT. Such ridicule of him and the communication came from one of his employees. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 10/14/2024

  Hi Orlando - Again, we are very sorry for your frustration and your experience. Our team is going to reach out to you again and discuss every option available to us that would be satisfactory to you. We appreciate your patience as we try to resolve this. Please expect a call from someone on our lending team soon.

• Initial Complaint

  Date:07/01/2024

  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.

  This bank has got to be the MOST UNRESPONSIVE bank ever.. I’ve texted,I’ve sent secure messages,I’ve emailed for OVER A MONTH to get this cleared with no response Now they send me a letter about 61 days that I CANT EVEN ACCESS so how on earth can I even get to it. I want a response NOW and nothing to be done to my account.. this is unacceptable on so many levels.

  Business Response

  Date: 07/02/2024

  Our Lead Collector Stefanie ***** at First Service Credit Union has called Mrs. ******, but has been unable to make contact with Mrs. ******. We advise Mrs. ****** to please give Mrs. ***** a call back at 713-676-****, so we can help resolve this member's issue. 

• Initial Complaint

  Date:05/14/2024

  Type:Order 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 had a contract with this company dealing with my car. We had an agreement the company would hold my the Title to my car until it was paid off. I’ve fulfilled my contract and received the Title to my car, however, they went back on their word and continue to charge me. This has left a stain on my consumer report and I would like the misinformation to be corrected.

  I am writing in response to your recent communication regarding an alleged debt I owe to First Savings Credit Union (FSCU)]. I do not acknowledge this debt and believe there is an error, as I have the title of the car in my name. Therefore I challenge this debt.
  
  To clarify:
  
   I have received the ownership title of the car, indicating that the loan was fully paid off.
  Despite this, I have received communication stating that I still owe money.
  
  Please provide the following information:
  
  **Verification of the debt**, including:
     - A copy of any documentation or agreement that substantiates your claim that the debt is still outstanding.
     - An explanation of why the debt is considered unpaid despite the transfer of the car title to my name.
  
  Please find attached copies of the following documents to support my claim:
  - The title of the car in my name.
  
  Thank you for your prompt attention to this matter. I look forward to your response.
  
  Sincerely,
  
  Gerald ******

  Business Response

  Date: 08/14/2024

  Robert ******, our VP of Collections, reviewed Mr. ******** account and it appears that the member previously had a Total Loss claim filed in 1/2020 (January of 2020) that paid $8,827.73. A follow up GAP claim was denied. We pulled the DMV report on the title and we remain as the lien holder – however we do not have the Title in the drawer *(normally these are sent to the insurance company that paid the total loss claim). If the member did receive the Title from his insurance company or whether or not we sent in error – this does not release the member of any additional liability on the remaining balance. The member's balance remains unpaid. Please contact Robert ****** directly at 713-676-**** if you would like to discuss your situation further. 

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Continuation of Complaint ID: ******** I am continuing my complaint against First Savings Credit Union (FSCU) regarding an alleged debt that I do not acknowledge. Despite fulfilling my contract and receiving the title to my car, FSCU continues to claim that I owe an outstanding balance. This issue has persisted even after I requested proper verification of the debt. In my original complaint, I asked for: 1. Verification of the debt, including: • Documentation substantiating the debt. • An explanation of why the debt is considered unpaid despite the transfer of the car title to my name. FSCU’s response, through their VP of Collections, Robert ******, referenced a Total Loss claim from January 2020 and a denied GAP claim. They stated that they remain listed as the lienholder on the DMV report but do not have the physical title, implying this does not absolve me from liability. However, they failed to provide the requested documentation or a clear explanation. I responded by reiterating my request for verification. I also highlighted that since I hold the title, FSCU no longer has ownership, which precludes repossession. Additionally, I noted that the statute of limitations for debt collection in Texas is four years. If this period has expired, I expect this matter to be closed. Despite my efforts, FSCU has not addressed my concerns. The CFPB closed my initial complaint before I could respond further, leaving the issue unresolved. Request for Action: I request that the CFPB reopen this complaint and require FSCU to provide the requested documentation or dismiss the alleged debt if the statute of limitations has passed. Additionally, I seek correction of my consumer report to reflect the resolution. Thank you for your attention to this matter.
   
  

  Business Response

  Date: 09/05/2024

  We have attached the documents requested, as well as a letter of explanation. The Letter to BBB covers the member's concerns and our explanations – as well as provides an opportunity for the member to provide coverage information for the times he was lacking insurance. We believe this to be sufficient enough to close this complaint. 

           Mr. ******’s automobile loan originated in August, 2015.   From the outset, Mr. ****** elected to maintain GAP insurance on the automobile loan.  The automobile was involved in an accident on September 19, 2019 and was declared a total loss by the insurance carrier. 
  
          As of the September 19, 2019 date of loss, an outstanding loan balance of $13,143.51 existed.
  The primary insurance carrier paid settlement proceeds of $8,827.73.  Upon making adjustments to the loan balance, such as CPI refunds, collection fees and attorney’s fees, a balance remained owing on the car loan of $4,174.77.   The GAP carrier denied the GAP claim, for reasons stated in its January 17, 2020 letter, provided herewith that included a lapse in his insurance coverage.  If Mr. ****** is able to provide additional insurance validation for the dates lacking coverage, please know that we are here to assist him further.
  
          First Service Credit Union acknowledges that the repair shop which had possession of the totaled 2014 Dodge Challenger sent the released Certificate of Title to Mr. ******.   However, the act of sending the Title did not mean Mr. ******’s loan had been paid in full.  A balance still existed on the purchase money loan.   First Service Credit Union was still listed as first lienholder on the Title, and that lien has yet to be released.
  
          After the automobile was totaled, only one payment of $300.00 was made toward the car loan, on March 30, 2020.   While First Service Credit Union has not taken any pro-active collection efforts toward the loan from that point forward, the credit union believes it is within its rights to carry the debt on its internal books, as the loan has never been paid down to zero.

• Initial Complaint

  Date:04/15/2024

  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.

  I’m Nameah *******, My horrible discrimination experience at FIRST Service Credit UNION on APRIL 10 2024. I visited the FIRST SERVICE CREDIT UNION, a nearby neighborhood bank, on BISHOP ST. on Wednesday afternoon at approximately 1:45 p.m. The cashier who welcomed me accepted my Echeck and brought it to the management for confirmation. The manager (Karina ****** Branch Manager) approached me after eight minutes and asked where did I get this Echeck. I gave her an explanation and told her that I had recently completed work for a dear friend. Who sent it to my email, She stated I should take it to another bank or a facility where you can get it cashed. I told her that the instructions were to print it off and upload it to my ATM. I added that you can verify my check by calling the number, if you don't feel uncomfortable cashing it. She declared that she would not assist me, that she had never seen anything similar, and that she thought the person who had given it to me might have been a thief. I told her that wasn't possible. For a $500 check, why am I going through all of this? I left right away and called the bank's customer support number listed on the card's back. After talking to someone, I was urged to head back up there because he would take care of the issue. When I followed up to ask for the manager once again, (Karina ****** Branch Manager )she was on her way out and said she had never heard of anything like that. I informed the manager that her actions were discriminatory and that I felt uncomfortable since she didn’t want to assisting me. I told her that I don't have any friends that steal, and I've never done business with anybody who engage in that kind of behavior. And that in my 16 years as a member of First Service Credit Union, I have never experienced a bad experience or problems with my account balance, and if I have ever taken out a loan, I have paid it back.

  Business Response

  Date: 04/16/2024

  The Branch Operations Manager at First Service Credit Union, Damian Hernandez, spoke with Ms. Nameah ******* on 4/16/24. He was able to resolve the issue with the member and let her know she could contact him directly with any other issues. The member is content with the resolution. It is our opinion that this information should be sufficient to close out this complaint.

• Initial Complaint

  Date:02/10/2024

  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.

  Hi, I never filed an complaint with a bank ever, but I believe this one is warranted, I was reached out about a refinanced offer back in December, I declined because I was going to sell that Mercedes, keep in mind I already have two credit cards and small auto loan with fscu, and have had this bank for years and developed a good relationship. When I was reached out regarding the refinanced I declined. Then last week I reached out because I wanted to trade in my Mercedes to get into a different car, I was preapproved, after you guys ran my credit at a 730 credit score. I was even a pre approval letter. Keep in mind this car was in Florida, a franchise dealership like they wanted. After getting the pre approval I was told I could put the deposit now, I put down $3000.00, now days later I sent my tax returns, proof of address, which I make over 280k a year, which is in my tax returns, and my bank records statements. I was later told my income couldn’t be verified I never even received a denial letter, can you imagine? Someone that a business owner, and have credit cards and a prior auto loan with this bank, I am filing this complaint because of the 3k deposit I lost and is not refundable from the dealership because fscu backed out, and the car was sold the next day, and also the inquiry on my credit report I need removed. So please someone contact me at ********** or **********. Again I never file complaints but this one is well warranted on how I was treated, and I have already considered removing my 40,000 from my fscu to my chase account as I am private client with them.

  Business Response

  Date: 03/06/2024

  As Mr. ******* stated in his complaint, he did reach out to FSCU the week after he declined the auto refinance and applied for the purchase of an auto loan which involves a credit pull as part of the loan process. At this time, verification of income was requested and submission was made by member. However due to not being able to verify income that was submitted, additional information was requested of the member by the loan officer, but a response was never received.

  The initial dispute received by Mr. ******* for $1,000 as a down payment (not $3,000) has already been processed and provisional credit granted back to his account on 2/27/2024.  
  
  I have reached out by phone to Mr. *******, and FSCU is of the opinion that this matter has been handled properly and in a professional manner. It is our opinion, that this information should be sufficient to close out this complaint. If you have any additional questions, please feel free to contact me at 713-676-**** or *****[email protected].

  Sincerely,
  
  Corey *****
  Lending Manager
  First Service Credit Union

• Initial Complaint

  Date:01/04/2024

  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.

  On Dec 29th I was contacted about my loan that was 60 days past due. I informed the representative that I was currently on a repayment plan for my checking account and was wanting assistance with the loan. I informed the representative that soonest I could pay would be 1/12 due to my mortgage having to be paid. The representative was not empathic towards the situation and said “just tell me when you can make a payment”. I then asked for a supervisor and I spoke to Sid *******. Sid comes to the phone stating that I just received a deposit of $1405 and that everyone was getting paid but them.” I told him that was not true, that the checking account was under a repayment plan which resulted in my overdrawn account being moved to a different account. He then talks over me saying repeatedly that how can we help you if you don’t tell us. I tell him that’s why I am calling to tell you. After going back and forth, He finally says we will take a payment on 1/12. On Jan 3rd, I went to the atm to take out $120.00 and my transaction was denied. I go into the bank and the teller says that Sid put a block on my account to where I cannot make withdrawals at the atm. I am being attacked personally, because the teller said she has never seen anyone put a block on someone’s atm card. I would like this investigated immediately, because Sid is personally coming after me.

  Business Response

  Date: 01/19/2024

  Ms. ******** states in her complaint that she was 60 days delinquent and was unable to make a withdrawal of $120 from the Katy branch ATM on January 3, 2024. We can confirm that this is true but would add that once she visited the branch lobby, talked with FSCU’s Lead Collector Sid ******* and made arrangements to bring her loan current, the ATM block was removed and she was able to obtain the funds. Our VP of Collections reached out by phone to Ms. ******** and FSCU is of the opinion that this matter has been handled properly and in a professional manner. It is our opinion that this information should be sufficient to close out this complaint. If you have any questions, please contact our VP of Collections at 713-676-4*** or ******[email protected].

  Sincerely,
  Robert ******
  VP of Collections
  ************
  r***************

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service 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.

  My name is LaTasha **********. I am a previous member within FSCU. I applied for a loan in July 2023 and it was denied. I've since, closed my account. I applied again on October 22, 2023 at approximately 9:25p. To date, this financial institution is purposely refusing to process my application. I have continued to act in good faith however, this ordeal I'm experiencing with you, particularly in the context of my prior account closure, raises concerns about potential discriminatory practices. I have faced significant delays in my loan application process without valid reasons or explanation from you which raises suspicions of unfair treatment. I submitted my application nearly two months ago and not receiving any communication or update from you up to the present date indicates a lack of transparency and responsiveness. Moreover, my prior account closure, which seems unrelated to the loan application, shouldn't serve as a basis to delay the processing of my current application. Discriminatory actions can develop in various ways, including biased decision-making, unfair policies, or differential treatment based on irrelevant factors such as account closures. Discrimination and unfair treatment in any form is unacceptable.

  Business Response

  Date: 12/16/2023

  First Service Credit Union understands the concerns raised in the BBB complaint by Mrs. ********** and we take all feedback seriously. We sincerely apologize for any dissatisfaction and appreciate the opportunity to respond. Mrs. ********** applied for a loan on 10/22/2023 at 9:25pm. Due to this particular day being a Sunday, we could not process her application until the following day Monday, October 23rd 2023. On Monday, our Loan Advisor placed notes on the application signifying an attempt to reach Mrs. **********. The root cause of the issue is the applicant's Experian credit report was frozen, and we were unable to pull credit to properly process her request. We have reopened her application and will make additional attempts to reach out to the borrower so we can help her troubleshoot her request and walk her through the process of unfreezing he credit report so we can underwrite her loan application accordingly. 

  Customer Answer

  Date: 12/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:12/04/2023

  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.

  Failure to notify account co-owner of overdrafts preventing investigation for validity of issue and resolution resulting in negative credit report item. Account was closed prior to First Service acquisition of People's Trust and negative credit report item occurred after the acquisition when systems were merged. Difficulty in FSCU staff finding documentation and multiple failures to follow-up as committed. Account was resolved in March 2023 but FSCU has failed to remove unwarranted credit report item. See attached documentation for details.

  Business Response

  Date: 12/08/2023

  We apologize for the trouble you’ve experienced and the time it took to resolve this. We have confirmed that the charged off balance was repaid in March 2023, and we have now submitted this to be resolved with the credit reporting agencies. If you do not see a resolution on your credit report within the next 30-90 days, please contact us at [email protected].

  Business Response

  Date: 04/11/2024

  We apologize for this delay in fully updating your credit report. On 4/10/24, Mary ******** from our Collections Team confirmed with Experian that the account was removed from your Experian credit report and confirmed with Equifax that the account will be removed within 24 to 72 hours. It was not found on your Transunion report. Mary also called you on 4/10/24 and left a voicemail. If there are any further questions, you can contact Mary directly at 713-********. It is our opinion that this information should be sufficient to close out this complaint.

  Customer Answer

  Date: 05/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me subject to update and verification of scores by credit rating agencies. Thank you for your attention to this matter.
  
  
   
  

• Initial Complaint

  Date:10/29/2023

  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.

  I paid off my Salem River RV about 2 years ago in full I never received my title all I received from the rep( black guy was bad attitude and no service I want my title they got there money in full for the RV

  Business Response

  Date: 11/14/2023

  Hi Tiiann. Thank you for getting in touch, and we’re sorry to hear about your experience with our team. Our records show that you still owe a balance on one of your loans with us, so we are unable to return your title. Based on the initial loan agreement, all loans are cross-collateralized. We’d be happy to discuss a payment plan or other debt remediation options. For assistance with this, please contact our Collections Department at 713-676-8961.

• Initial Complaint

  Date:10/02/2023

  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.

  There is a fraudulent charge on my account in the amount of $1416 on my credit card. I am trying to report that charge, but the fraud department cannot "access my account." When I asked to speak to the supervisor, the supervisor was rude, unprofessional, and combative, and told me I need to contact the "card services division" because the fraud department can't help me unless I've received a fraud alert. I can't report fraud on my card on my own.