Security Service Federal Credit Union

No two-factor authentication for their banking app, absolutely unacceptable. Convoluted and confusing processes necessary for what are much easier processes at other banking institutions. They use Docusign, instead of internal forms, for some processes, and the forms are not set up correctly. Support staff unprofessional and at times, seem confused about how to do their job. Not recommended.

I have contacted NCUA and will go in the to the branch and ask for there first resolution offer. This has been a issue that has been going on for 5 years. When bank is notified of the death of customer and handed a death certificate for closing and negotiating the asesst and insurance that pays these accounts were to be discussed at the time they accepted the death certificate. That means release of such insurance should have been acknowledged as soon as they get the documents not 5 years later after reporting it, reporting it. Finally I got someone to acknowledge my concerns by contacting the NCUA. So now I'm going to bank and hope that this will end today! Surviving Spouse

April 30, 2015Revdex.com RE: [redacted] Complaint Case # [redacted] Dear Ms [redacted] and the Revdex.com,We appreciate the opportunity to learn of your concerns and the opportunity to address the issues mentioned in the referenced caseWe first and foremost apologize forany unnecessary inconvenience this may have causedPlease note that we have reviewed our internal records as well as the records transferred from the [redacted] *** At the time of the loan in question, it appears you were referenced under the name of [redacted] and had a relatively small remaining balance owing of $ Assuming this is the balance in question, we are of course more than willing to assist you for payment and update your credit profile accordingly as you requested Please note that, due to the age of the loan, you are not required to pay this balance and no collection efforts will be initiated in any way, we are responding to your request If you have any additional questions, please contact Mr [redacted] directly at [redacted] or via email at ***@ssfcu.orgAgain, thank you for communicating the concerns of our member and providing me the opportunity to respond Sincerely,Kate HimesVice President Asset RecoverySecurity Service Federal Credit Union

12/22/Security Service Federal Credit Union (Credit Union) takes pridein properly reviewing and responding to all member concerns andcomplaints They are taken very seriously and, in that light, a review ofthe facts regarding the referenced complaint was initiated and completedIn summary, Mr [redacted] filed a Chapter Bankruptcy on March 27,and included a relatively small negative balance charge off of $inthat filing which was discharged The Credit Union is unable to providefuture loans to members that have caused an loss which was explained to Mr[redacted] upon receiving his application Mr [redacted] was at the dealership andhad been advised he has the option of choosing another financial institutionTo our understanding, Mr [redacted] chose to voluntarily repay the loss andto also move forward with the loan considerationThank you as always for your time and assistance [redacted] Security Swervice Federal Credit Union

February 17, Revdex.com Corporate Office RE: Member– [redacted] (fna [redacted] Austin) - Loan XXXXXX Complaint # [redacted] Dear Ms [redacted] and the BetterBusiness Bureau: Security Service Federal CreditUnion (Credit Union) again appreciates the opportunity to review and address theconcerns referenced above We sincerely hope and believe the explanationbelow will help clarify the known facts to the benefit of all involved The supplied information, accountstatus, and previous correspondence has been reviewed in detail A basic outline of the facts, dates andletter generation is outlined below: · 2005Lincoln was repossessed on 4/24/for account delinquency.· “NOTICEOF OUR PLAN TO SELL PROPERTY” letter generated and mailed to member on4/24/ Letter stated in part, ifpayment in full is not received, private sale of vehicle will take place sometimeafter 5/05/ Documentation attached.· Vehicle sold on 5/18/– Letter outliningsale with applicable account status after the sale mailed to member on 5/24/ Documentation attachedAs to the reference to thecertified letter and applicable UCC or Texas Debt Collection Practices Actrules, the Credit Union has no additional affirmative obligation to comply withthe stated demand All requiredcorrespondences had been mailed as previously outlinedIn light of the informationpresented and supplied, trade line will not be deleted from the threeapplicable credit reporting agenciesWe do regret anyinconvenience If you need furtherassistance, please feel free to contact [redacted] , [redacted] at (210) [redacted] Sincerely, [redacted] ***Vice President [redacted] Security Service Federal CreditUnion

Complaint: ***
I am rejecting this response because:I never received any 'NOTICE OF OUR PLAN TO SELL PROPERTY' letter that this firm claims to have mailed as required under Texas Laws This firm also failed to respond within the days required to provide such documents from my original letter of request.This trade line should be immediately deleted from my credit reports as requested
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I will be willing to accept this response when I actually see the reimbursement of the extra $I was assessed*** *** from SSFCU mentions they have done this, but this money has not been reimbursed to me or discounted from my next payment either.I also want to add that whatever problem they had with my original payment was definitely not due to unsifficcient funds since my bank account has not been below $in at least the last months.
Regards,
*** *** *** ** ***

Hello I filed a complaint on 3/26/my complaint has been resolved with the Business, I did not know how else to let the Revdex.com know about this so hopefully you can get back to me as soon as possibleThank You. *** ***

October 17,
***
*** ***
San Antonio, TX ***
Regarding Complaint #***
Dear Mr***:
First, we would like to send our condolences to you and your family. We are in receipt of your
letter to the Revdex.com, (Revdex.com), which was forwarded to Security Service. Your letter indicated a dispute over the cross collateral clause in your contractBased on your letter we reviewed your account
SecurityService Federal Credit Union (SSFCU) appreciates the opportunity to review and address these concerns. We sincerely hope and believe the explanation below will help clarify the known facts to the benefit of all involved.
Our records indicate SSFCU sent letters to notify the appropriate parties at the address on file on August 28, with an expiration date of September 7,2014. We also had communication via telephone with Mr*** *** on September 18th, 23rd, 26th and the 30th of to seek options and resolution. Mr***’ summary response was that no provision had been made for re-payment of this loan as there was no estate and no proposed resolution.
Therefore, upon expiration of the notice and the extended time provided and after confirmation of no proposed resolution offered; the credit union moved forward with the option provided under the agreement signed
by the parties. The unit was secured on October 8, and SSFCU remains hopeful to resolve the account. Please be advised that SSFCU’s statutory and contractual right to cross-collateralize the loan ending in *** with the loan ending in *** stems from (A) federal and state law (specifically, U.S.Cand C.F.R701.39, as well as Texas Uniform Commercial Code sections 9.102, 9.104, 9.201, 9.203, and 9.314), (B) the “Right to Repayment of Indebtedness” section of your Account Agreement entitled “All About Your Security Service Accounts,” which section I have enclosed for your review, and (C) the Cross-Collateralization Provision in the Note and Security Agreement you executed to obtain the Chrysler Loan, which I have also enclosed for your review.
As of October 8, 2014, we have been in contact with Mr*** and have approved his request for a workout loan to hopefully return the vehicle for his use.
Security Service Federal Credit Union works to assist our members and seeks their cooperation in doing so, however, ultimately our efforts must balance the financial protection of all members of the Credit Union along with those of the individual member*** ***-***, was the Operations Manager of Asset Recovery that has been reviewing your account and can assist with any further questions with our memberMs***-*** can be reached at 210-444-or via email at ***@ssfcu.org
If you have any additional concerns please contact me directly 210-***
Respectfully,
*** ***
*** * *** ***
Security Service Federal Credit Union

To whom it concerns,Thank you for contacting us with your concerns regarding anegative balance on a SSFCU Savings account. We appreciate theopportunity to address our member’s concerns while ensuring their satisfactionwith the credit union.Security Service Federal Credit Union's management
team hasreviewed all documentation relevant to Ms***’ concernsDuring the reviewof this complaint, we compared the information provided by our member in theRevdex.com inquiry along with our credit union records. On August 29, Ms*** made a teller withdrawal of$from the account in question at our Highway Branch in Pueblo,CO. At the time of the transaction, Ms***’ savings account was in a “CreditsOnly” status at her request via secured message in June Credits onlystatus prevents withdrawals or debits transactions posting to the account unlessthe member is present to authorize the transaction. The teller assisting Ms.*** overrode the “Credits Only” status and completed the requested withdrawalfrom her savings account in the amount of $721.00. During the processingof this transaction, an error occurred resulting in the transaction rejecting. Between August and November 5, these same funds weredepleted in the savings account through other subsequent transactionsInNovember, while reconciling account activity, we identified the $errorpertaining to Ms*** saving accountOn November 5, 2014, the transactionwas corrected and posted to Ms***’ saving account which resulted in hercurrent overdrawn account situationOn January 2, 2015, she was mailed an “Urgent Reminder ofOverdrawn Balance” notice and on January 20, she was mailed a “Notice ofIntent to Close Account”Upon receipt of the Revdex.com inquiry we placed Ms***’ account in a non-collection status enablingher to contact us to make arrangement to resolve this matterIf she would liketo make payment arrangements, she can contact *** ***, ExceptionProcessing Manager at *** ***.I hope this clears up the misunderstanding and thank you forallowing us to respond to your request for information.Sincerely,*** ***Senior Vice President Payment Services

On March 10, 2015, you provided the following information: *** ***Revdex.comwww.***.org *** *** *** ***San Antonio, TX *** RE: Response to*** *** Member Complaint Revdex.com Dear Ms***, We are in
receipt of Mr*** ***’s recent BetterBusiness Bureau Complaint dated March 9, 2015, where he requested a refund of recentoverdraft fees incurred on his Security Service Federal Credit Union (SSFCU) account.Please accept this letter as our response to his inquiry. Upon receipt of your correspondence, we conducted a reviewof Mr***’s account. Our records indicate that transactions posted against non-sufficient funds in the account.The overdraft of $that is attached to Mr***’s account is in placein the event sufficient funds are not availableEach item that was presented waspaid and charged a $OD fee for a total of $in fees. Given the account history, an exception certainlycould have been made as a courtesy and the agent could have reversed the totalof $in OD fees back into the accountResearch indicates that the agentreversed half of the fees ($82.50) for Mr*** after the call; however Ihave arranged to credit back the remaining $in OD fees, for a total of$165.00, as requested by the memberWe have taken this opportunity to speakwith the representative that assisted Mr*** and have provided thenecessary coaching. It is with regret that our member wishes to close hisaccount and we hope to retain his membership. If Mr*** decides to close his accounts, we can assist him with thatrequest through calling our 24xMember Contact Center at 210-*** or byvisiting any service center. Thank you for providing me the opportunity to address Mr.***’s concerns and please do not hesitate to contact me should you requireadditional assistance. Sincerely, *** ***AVP SSFCU

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
***

SSFCU did work directly with me and I accepted there resolution as long as nothing negative is entered on my credit report due to this issue. I do want to add that I did not realize that both banks charged a return...

check fee, and to expedite matters I had to initiate a wire transfer. Total additional un-compensated costs was $34.00.   Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

November
26th, 2015[redacted],We received your RevDex.com complaint (#[redacted]) regarding your auto loan that was a total
loss. Upon receipt of the complaint, we initiated a thorough review of the
situation and all the notes associated with the transaction. I am happy to
provide...

the following information. The remaining balance on your
account is currently delinquent and is part of the collections efforts of
Security Service Federal Credit Union. This can happen when there is a delay
with the payment of a GAP policy after a vehicle is totaled. When events like
this occur, SSFCU reminds our members that the agreed upon installment payments
should continue until the issue is resolved with the insurance companies. If
timely payments are not maintained, there can be a negative impact on a member’s
credit which is irreversible. Should our members wish for
collection calls to cease, by law they have the right to request that in
writing to SSFCU and we will stop any outbound calls. In the case of this
specific account, we have verified that the GAP payment has been approved and should
be sent to the credit union soon. Because of this, we are able to place your
account in a no-call status until that check is applied. At that time we will
reach out to you to make arrangements on the remaining balance.Again, thank you for
providing us this opportunity to resolve this matter. Please be assured that
Security Service makes every attempt to resolve any issues our members may
have. [redacted], Manager, Asset Recovery can be reached via email at [redacted]@ssfcu.org if you have any further
questions. Sincerely,[redacted]Assistant
Vice PresidentSecurity
Service Federal Credit Union

SSFCU has resolved this situation.

May 10, 2016 [redacted] Cibolo, TX 78108-3739 Complaint #[redacted] Dear Mr. Hatfield, We received your Revdex.com complaint (#[redacted]) regarding the manner in which Security Service Federal Credit Union is reporting your auto loan, [redacted], on the 2012...

Ram 1500 to the credit reporting agencies. As a result of this complaint we have completed an investigation of the situation and we are happy to provide the following information. After a thorough review of your file, it was determined that this loan is accurately reported based on the payment history. During our investigation, we reported your account in disputed status. Your correspondence indicates that you have submitted disputes regarding this matter in the past and have not received resolution. All of your previous disputes were responded to in compliance with the Fair Credit Reporting Act guidelines and the account was reporting correctly. The results of this investigation also are conclusive that the account is being reported correctly to the credit reporting agencies. Our collection notes indicate extensive interaction with you where the credit union is attempting to help you remain current or pay the delinquency. Additionally, SSFCU has offered multiple times to set up future payments. Additionally, SSFCU granted two months of extensions to assist you in maintaining your contractual agreement. Your most recent delinquency was in March of 2016.  SSFCU has no record of any attempts to setup automatic payments on this account. We have record of a dialogue with a member service team representative on March 19th, 2012 where you indicated that you were going to set up an external automatic payment, however, it does not appear that this was done. Security Service Federal Credit Union remains committed to assist you in maintaining this account in good standing. We would be more than happy to assist you in setting up an automatic draft to avoid future late payments. If you are interested, please contact us at [redacted]. Again, thank you for allowing us the opportunity to resolve this matter. Please be assured that Security Service Federal Credit Union makes every attempt to resolve any issues our members may have. [redacted], Manager, Asset Recovery can be contacted via email at [redacted] if you have any further questions. Respectfully, [redacted] Assistant Vice President Security Service Federal Credit Union Tell us why here...

April 30, 2015Revdex.com RE:  [redacted] Complaint      Case #   [redacted] Dear Ms. [redacted] and the Revdex.com,We appreciate the opportunity to learn of your concerns and the opportunity to address the issues mentioned in...

the referenced case. We first and foremost apologize forany unnecessary inconvenience this may have caused. Please note that we have reviewed our internal records as well as the records transferred from the [redacted].  At the time of the loan in question, it appears you were referenced under the name of [redacted] and had a relatively small remaining balance owing of $256.21.  Assuming this is the balance in question, we are of course more than willing to assist you for payment and update your credit profile accordingly as you requested.  Please note that, due to the age of the loan, you are not required to pay this balance and no collection efforts will be initiated in any way, we are responding to your request.      If you have any additional questions, please contact Mr. [redacted] directly at [redacted] or via email at [redacted]@ssfcu.org. Again, thank you for communicating the concerns of our member and providing me the opportunity to respond.     Sincerely,Kate HimesVice President Asset RecoverySecurity Service Federal Credit Union.

Attached is Security Service Federal Credit Union's response to [redacted]'s complaint.November 17, 2016 [redacted]San Antonio, TX  78202 Re: Revdex.com Complaint Case #: [redacted] Dear Ms. [redacted],Security Service Federal Credit Union received your complaint via the...

Revdex.com on November 4, 2016 regarding the Collateral Protection Insurance added to your loan. We have completed an investigation of the situation and providing the following information. Here are the details of our investigation which are addressed below:Proof of insuranceThe proof of insurance provided does not meet the minimum required coverage as required by your contractual obligation. Full coverage, including comprehensive/collision must be maintained for the life of the loan. Our records were researched several times to verify that we have not received the required insurance.Collateral Protection insurance was issued for the periods in which this coverage was not maintained (12/21/2012 to 11/04/2013). Insurance was issued for another period but was refunded in full.Total due for the Collateral Protection $3,350.00.There was a verified lapse in the required coverage. SSFCU had to place insurance policies issued on this loan in order to protect the collateral and the costs associated with that coverage are due. This cannot be waived and remains due.Please be assured that SSFCU makes every attempt to resolve any issues our members may have. [redacted], Manager, Asset Recovery may be contacted via email at [redacted] or at [redacted] if you have any further questions. Respectfully, [redacted]Assistant Vice PresidentSecurity Service Federal Credit Union

Security Service has addressed this matter.  We have attempted to contact the complainant and are awaiting an opportunity to speak with complainant.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, I need to point out that in...

talking with my daughter and son-in-law, I learned that the same business did the exact same thing to them a year ago, and that they made the extra payment demanded (so essentially overpaid their auto loan).  It concerns me deeply that while I was able to reach a satisfactory resolution of my complaint because I knew to complain, many other customers are still being subjected to deceptive and deceitful business practices.
Regards,
[redacted]