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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 issueI 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 transferTotal additional un-compensated costs was $ 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]

SSFCU has responded to the complainant and she is happy with the resolution We will consider this matter closed Thank you, SSFCU

May 10, [redacted] Cibolo, TX 78108-Complaint # [redacted] Dear MrHatfield, 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 Ram to the credit reporting agenciesAs a result of this complaint we have completed an investigation of the situation and we are happy to provide the following informationAfter a thorough review of your file, it was determined that this loan is accurately reported based on the payment historyDuring our investigation, we reported your account in disputed statusYour correspondence indicates that you have submitted disputes regarding this matter in the past and have not received resolutionAll of your previous disputes were responded to in compliance with the Fair Credit Reporting Act guidelines and the account was reporting correctlyThe results of this investigation also are conclusive that the account is being reported correctly to the credit reporting agenciesOur collection notes indicate extensive interaction with you where the credit union is attempting to help you remain current or pay the delinquencyAdditionally, SSFCU has offered multiple times to set up future paymentsAdditionally, SSFCU granted two months of extensions to assist you in maintaining your contractual agreementYour most recent delinquency was in March of SSFCU has no record of any attempts to setup automatic payments on this accountWe have record of a dialogue with a member service team representative on March 19th, where you indicated that you were going to set up an external automatic payment, however, it does not appear that this was doneSecurity Service Federal Credit Union remains committed to assist you in maintaining this account in good standingWe would be more than happy to assist you in setting up an automatic draft to avoid future late paymentsIf you are interested, please contact us at [redacted] Again, thank you for allowing us the opportunity to resolve this matterPlease 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 questionsRespectfully, [redacted] Assistant Vice President Security Service Federal Credit Union Tell us why here

[redacted] January 12th, RE: Complaint # [redacted] [redacted] Security Service Federal Credit Union appreciates the opportunity to address this issue for our memberUpon receiving this complaint, Security Service Federal Credit Union initiated a thorough review of Mr [redacted] ’s loan # [redacted] on the Prime Line of credit account opened on December 31, Security Service Federal Credit Union’s loan agreement requires members to proactively make their paymentsUpon review of Mr [redacted] ’s account information we found that on each occasion the payments were past dueWhen a payment is past due the credit union has the option to offset the fundsThis was completed for each late paymentWe cannot offset funds without the account being past dueOur member acknowledged that he did not make his payments upon the actual due date and instead waited for this credit union to offset the fundsSSFCU is required to factually report the payment history of our members’ accounts, therefore we cannot reverse the late payment reports as requestedTo avoid these problems for our members, Security Service Federal Credit Union offers an option for automatic paymentWe would be more than happy to set this up on this account if we are contacted directly and this is requestedAgain, thank you for providing us this opportunity to resolve this matterPlease be assured that Security Service makes every attempt to resolve any issues our members may haveScott Loftin, Manager, Asset Recovery can be reached via email at [redacted] @ssfcu.org if you have any further questionsSincerely, [redacted] Assistant Vice President Security Service Federal Credit Union Tell us why here

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

September 26, [redacted] Muleshoe, Texas RE: Revdex.com Complaint received on September 20, Dear Ms***, Security Service Federal Credit Union received your Revdex.com Complaint September 20, regarding the Collateral Protection Insurance issue and the hold on your vehicle titleWe have completed an investigation of the situation and are happy to provide the following informationOur records indicate that there were four (4) Collateral Protection Insurance policies placed on your loanThese were due to a change in your insurance provider that was not communicated to our vendor until August 26th, Once the clarification of the change was provided, our vendor was able to get in contact with SAFECO and verify coverage for the periods in questionAll policies have been refunded and back-dated as of 9/13/The account now reflects Paid In Full and the title was sent on September 21, Thank you for allowing us the opportunity to address this matterPlease be assured that Security Service Federal Credit Union makes every attempt to resolve any issues our members may havePlease contact [redacted] at [redacted] if you have any further questions [redacted] Assistant Vice PresidentSecurity Service Federal Credit Union

Attached is Security Service Federal Credit Union's response to [redacted] 's complaint.November 17, [redacted] San Antonio, TX Re: Revdex.com Complaint Case #: [redacted] Dear Ms [redacted] ,Security Service Federal Credit Union received your complaint via the Revdex.com on November 4, regarding the Collateral Protection Insurance added to your loanWe have completed an investigation of the situation and providing the following informationHere 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 obligationFull coverage, including comprehensive/collision must be maintained for the life of the loanOur 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/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 coverageSSFCU had to place insurance policies issued on this loan in order to protect the collateral and the costs associated with that coverage are dueThis 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 questionsRespectfully, [redacted] Assistant Vice PresidentSecurity Service Federal Credit Union

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]

[redacted] has contacted this individual and the complaint has been resolved-***

February 2, Revdex.com Corporate Office ATTN: [redacted] La Posada Drive Austin, TX RE: Complaint ID: [redacted] Inquiry Date: 10/16/Dear Ms***, SSFCU received Mr [redacted] ’s request dated 11/18/ We responded to his inquiry by letter on December 3, Please see the attachmentOn January 29, 2016, we contacted Mr [redacted] by phone and explained that his signature on the credit application provides permissible purpose, under the Fair Credit Reporting Act, to investigate his credit filesPlease let me know if I can be of further assistanceRegards, [redacted]

Security Service Federal Credit Union has contacted the member and addressed the situationThank you,SSFCU

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 accountOur records indicate that Mrs [redacted] called on 06/12/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/with confirmation # [redacted] for $50.00, was voided due to an incorrect Line of Credit account number that we enteredTo 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/ 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:am – 5:pm MST to process her paymentMrs [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 incorrectlyThis issue was corrected on 8/11/and the member was credited back the loan payment transfer accordinglyOn 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/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

Dear Ms [redacted] , In order to research this issue, we would need to identify our customer's account Could you please provide us with name and address, or enough information for us to identify, of your 'cleaning lady'? Thank you, Security Service Federal Credit Union

We received your Better Business Bureau complaint (# [redacted] ) regarding your payoff quote for your Honda AccordUpon receipt of the complaint, we initiated a thorough review of the situation and all the notes associated with the transactionI am happy to provide the following information On November 7th, you attempted to get an automated payoff quoteUnfortunately, automated payoff quotes are not available when there is an overdue balance on another loan with Security Service Federal Credit UnionYou tried again to get a payoff quote on November 9th, and were told that the quote would have to come through the Asset Recovery department due to an outstanding amount due on another loanThat quote was requested and provided on November 10th, once you called the Asset Recovery DepartmentOnce the payoff quote was provided, your dealership sent the funds to pay both the auto loan and the charged-off account in fullBoth accounts are satisfied.Again, thank you for providing us this opportunity to resolve this matterPlease 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 questionsSincerely, [redacted] Assistant Vice PresidentSecurity Service Federal Credit Union

SSFCU has provided a supplemental response to this individual

[redacted] April 6, RE: Complaint # [redacted] [redacted] Mr [redacted] , We received your complaint regarding the collateral protection insurance placed on your Honda AccordAs a result of this complaint we have completed an investigation of the situation and we are happy to provide the following resolutionOur records indicate that there was a CPI insurance policy placed on your account in the amount of $because we had not received proof of a full coverage policyThere was a partial refund processed in the amount of $once the proof of coverage was submittedThat was a partial refund because the proof that was provided showed a gap in coverageAdditionally, Security Service Federal Credit Union verified, directly with Allstate, the coverage dates of your policyEven after receiving your Certificate of Insurance dated October 8, 2015, your carrier would not confirm coverageIt was not until this week, when we provided that proof to the carrier, would they acknowledge their mistakeWe have now have confirmation of full coverage and have processed a full refund of the CPI policyYour account has been fully credited for the entire amountAgain, thank you for providing us this opportunity to resolve this matterPlease 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 questionsSincerely, [redacted] Assistant Vice President Security Service Federal Credit Union Tell us why here

SSFCU has contacted this individual and addressed the situation

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] **

Complaint: [redacted] I am rejecting this response because it does not explain why my check was returned Regards, [redacted]

[redacted] 2519 Broadway Apt 301 San Antonio,, TX 78215 August 11, 2016 Dear Ms. [redacted] – We have received your complaint from the RevDex.com (BBB) 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