Security Service Federal Credit Union

[redacted]
[redacted]
[redacted]
* April 6, 2016 RE: Complaint # [redacted]   Mr. [redacted], We received your complaint regarding the collateral protection insurance placed on your 2015 Honda Accord. As a result of this complaint we have completed...

an investigation of the situation and we are happy to provide the following resolution. Our records indicate that there was a CPI insurance policy placed on your account in the amount of $3983.00 because we had not received proof of a full coverage policy. There was a partial refund processed in the amount of $2395.00 once the proof of coverage was submitted. That was a partial refund because the proof that was provided showed a gap in coverage. Additionally, Security Service Federal Credit Union verified, directly with Allstate, the coverage dates of your policy. Even after receiving your Certificate of Insurance dated October 8, 2015, your carrier would not confirm coverage. It was not until this week, when we provided that proof to the carrier, would they acknowledge their mistake. We have now have confirmation of full coverage and have processed a full refund of the CPI policy. Your account has been fully credited for the entire amount. 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 contacted via email at [redacted] if you have any further questions. Sincerely, [redacted] Assistant Vice President Security Service Federal Credit Union Tell us why here...

Security Service researched the situation and made contact with the complainant.- Security Service Federal Credit Union

Complaint: [redacted]
I am rejecting this response because:The attached and included document is not legible. I am unable to verify the authenticity nor the content of the document.  
Regards,
[redacted]

Dear [redacted],
We appreciate your concerns regarding your account setup,
activity and the fees that you have been charged.  It is our policy that our staff spends the
time with each member during the account opening process to ensure that the
account is setup in the manner that they...

desire.  We apologize if we did not communicate
correctly in your initial account opening or if we made an error in setting up
your account overdraft. 
We are very interested in discussing the details and all
specific problems on your account and see if we can come to a better
resolution; however, we were unable to accurately identify you in our member database
with the phone number or e-mail address listed in your complaint.  We also attempted to contact you directly to get more information but we were again unsuccessful.
To further assist you, please contact our Assistant Vice
President for [redacted] directly so we can further
investigate, assist and resolve your unsatisfactory experience directly.  You may reach her at [redacted] or [redacted]. 
We apologize for any inconvenience and we look forward to working with you.
Sincerely,
[redacted]
[redacted]

We received your RevDex.com complaint (#[redacted]) regarding your payoff quote for your 2013 Honda Accord. 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....

On November 7th,
2015 you attempted to get an automated payoff quote. Unfortunately, automated
payoff quotes are not available when there is an overdue balance on another
loan with Security Service Federal Credit Union. You tried again to get a
payoff quote on November 9th, 2015 and were told that the quote would
have to come through the Asset Recovery department due to an outstanding amount
due on another loan. That quote was requested and provided on November 10th,
2015 once you called the Asset Recovery Department. Once the payoff quote was
provided, your dealership sent the funds to pay both the auto loan and the
charged-off account in full. Both accounts are satisfied.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] if you have any further
questions. Sincerely,[redacted]Assistant
Vice PresidentSecurity
Service Federal Credit Union

Security Service Federal Credit Union has contacted the member and addressed the situation. Thank you,SSFCU

Complaint: [redacted]
I am rejecting this response because:I've had a line of credit account with SSFCU since 1985 and they have withdrawn from my accounts for payment after the due date in the past. (several times) Only 4 of of these were reported to the credit agencies in 31 years.  Why now? It has been of SSFCU's practice, if the payment was withdrawn from my account it wasn't reported as a missed payment.  The funds would simply be withdrawn for payment as they been for the past 31 years.  Additionally, this dispute was first filed on 12/7/15. I followed up several times and am receiving an answer 40 plus days later. (30 days or less is what is committed to)
Regards,
[redacted]

Dear Ms. [redacted] We are in receipt of Mrs. [redacted]. [redacted]’ recent Revdex.com Complaint dated June 15, 2015, where she requested a payment to be posted to her correct account with Security Service Federal Credit Union (SSFCU). Please accept this as our response to her inquiry.Upon...

receipt of your correspondence, we conducted a review of Mrs. [redacted]’s account. Our records indicate that Mrs. [redacted] called on 06/12/15 to request we process a payment to her line of credit account in the amount of $50.00, and we offered to process the payment free of charge.  Unfortunately, the payment we processed on 06/12/15 with confirmation # [redacted] for $50.00, was voided due to an incorrect Line of Credit account number that we entered. To address this matter, we can process a new payment for her by using a debit card or checking account number from a different financial institution, and we will backdate the payment to 06/12/15.  Any late fee or interest charged due to delayed posting will not apply.  Mrs. [redacted] can reach me directly at [redacted] any time between the hours of 8:00 am – 5:00 pm MST to process her payment. Mrs. [redacted] also references payments on two separate occasions being made to other individual’s accounts.  Our research indicates that on 8/8/2014, an internal auto debit between accounts was setup incorrectly. This issue was corrected on 8/11/2014 and the member was credited back the loan payment transfer accordingly. On a separate occasion, 4/1/2014, the member called in to process a [redacted] for her loan payment and our agent transposed the last two numbers of the account causing the payment to reject.  We called the member on 4/20/15 and processed a new payment and waived the return item fee.Please note that we have taken this opportunity to speak with the representatives involved in each of these transactions and have provided the necessary coaching to avoid this situation in the future.Thank you for providing me the opportunity to address Mrs. [redacted] concerns and please do not hesitate to contact me should you require additional assistance.Sincerely,[redacted]Contact Center ManagerSSFCU

[redacted] 2519 Broadway Apt 301
San Antonio,, TX 78215
August 11, 2016
Dear Ms. [redacted] –
We have received your complaint from the Revdex.com (Revdex.com) relative to your ability to reopen or access accounts and to use online services at Security Service Federal Credit...

Union.
We appreciate your membership and the opportunity to review and address your concerns. Upon receiving your letter, I initiated a review of your account and I understand the difficulties you outlined. Our intent is to make doing business with Security Service FCU pleasant and convenient and I apologize that your experience fell short of that expectation. Our records reflect that since 2011, there have been at least six (6) instances related to your accounts that have directly caused a financial loss or put Security Service in a position to take a financial loss on transactions. While we understand that these transactions may not be directly related to your actions and that the transactions occurred due to takeover of the account through identity theft or other means, SSFCU has a responsibility to all of its Members to prevent losses and for that reason we discontinued your services as a safety measure to prevent additional unauthorized access and losses to the Credit Union. We regret we cannot offer continued on line access to you. As an alternative to speaking to a representative, to obtain information on your loan account please call our Automated CallPlus service by calling 1.800.527.7328, option 1 following the message.
Respectfully,
[redacted]
Vice President – Risk Management

Mr. [redacted], Thank you for your inquiry into your truck loan that is financed through Security Service Federal Credit Union.Your current payoff balance is $528.10 and I have enclosed an amortization of your loan for your review.  Once your payoff is received, we will be more than...

happy to release the title.  Our records indicate that notices have been sent to the address on file and we have attempted to contact you by phone as well.  If you have any questions, we are available 24 hours a day, 7 days a week at ###-###-#### or Monday through Friday 8:30am to 8:00pm and Saturday 8:30am-3:00pm at ###-###-####.   Sincerely,[redacted]

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] And [redacted]

SSFCU has contacted this individual and addressed the situation. -SSFCU

Complaint: [redacted]
Ref:  [redacted]        Acct No.:  [redacted]I am rejecting this response because:I requested that your company provide full proof that the repossession for the above listed vehicle, carried out by your company on or about 05/08/2012, was conducted legally and in accordance with UCC § 9.506.  Under the State laws, a deficiency cannot be claimed unless all the required notices were TIMELY and properly given AND all the ALLOWABLE REDEMPTION AND CURE TIME LIMITS WERE ADHERED TO. First,  I was not given the allowable redemption and cure time limit as required under State laws as you mentioned in your response that I was notified AFTER the fact that the vehicle had already been sold.   Secondly, this letter was sent by Certified Mail and Security Service Federal Credit Union accepted and signed for the letter on 12/01/2014.  I have attached my original letter to your company as well as proof that the letter was delivered and signed for.  As such, if no proof is provided within 14 days of receipt of my notice, the alleged claim of deficiency becomes NULL and VOID and any continued collections activities and continued reporting of this invalid claim on my credit reports is in VIOLATION of FDCPA and FCRA.   Thirdly, since you ignored my lawful and reasonable request for the above referenced documentation; you have further violated my consumer rights under the FCRA by verifying this disputed account with the three national credit reporting bureaus in October 2014. Please immediately delete this account from my Experian, Equifax and Transunion credit report, I look forward to confirmation from you that all three credit reporting agencies have been contacted and your trade line deleted.Regards,
[redacted]

[redacted] San Antonio, Texas 78251   RE:   Revdex.com Complaint received on September 20, 2016   Dear Mr. [redacted],    Security Service Federal Credit Union received your Revdex.com Complaint September 20, 2016 regarding the 2007 BMW you purchased from...

the Security Service Repo Lot in 2014. We have completed an investigation of the situation and are happy to provide the following information. Security Service Federal Credit Union makes every effort to ensure that none of the vehicles sold through our Repo Lot have any title, odometer, or damage issues. Part of this process is to make available to interested parties, a CarFax Vehicle History Report, at no cost. This was done with this vehicle and there were no reported odometer issues. As part of our research, we pulled a current CarFax Vehicle History Report (Attached) and there are no reported issues with the odometer. Specifically, for the time period in question, here is what CarFax has reported: 3-11-2013 odometer reads 58,436 5-20-2013 odometer reads 60,34212-02-2013 odometer reads 62,987 CarFax shows normal progression of the odometer reading.  If the dealer you were trying to sell the vehicle to uses a different service, the error in odometer reporting is with that service, not with the vehicle. As a consumer, you have the right to contact that service and have their error corrected.   This would facilitate the fair market value sale of your vehicle.   As far as the loan on the vehicle, you do have a contractual obligation to make the agreed upon payments. Failure to do so, could result in collection activities and negative credit reporting.   Thank you for allowing us the opportunity to address this matter. Please be assured that Security Service Federal Credit Union makes every attempt to resolve any issues our members may have. Please contact [redacted] at [redacted] if you have any further questions. Respectfully,   [redacted] Assistant Vice President Security Service Federal Credit Union