Complaints

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

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• 

  Securityplus Federal Credit Union

  7135 Windsor Blvd Windsor Mill, MD 21244

• 

  Securityplus Federal Credit Union

  4470 W. Northern Parkway Baltimore, MD 21215

• 

  Securityplus Federal Credit Union

  1514 Woodlawn Dr Baltimore, MD 21207-4009

• 

  Securityplus Federal Credit Union

  60 Painters Mill Road Owings Mills, MD 21117

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:12/14/2023

  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.

  Last week I was approved for a checking account with SecurityPlus. I had originally funded the account with $1000 during the application process 2 weeks before I was approved. I received a welcome email with no account number or information. Due to that, I am unable to create an onlin account and have access to my own money. Upon calling the customer service number, they said I can either go into a branch or wait until I get a statement. There are no branches near me. My only other options would be to wait a month to get a statement so that I can access my own money which is ridiculous. This is a terrible start to banking with this company. I just want my member number so I can create an online account and they won't provide it. My money is essentially being held hostage.

  Business Response

  Date: 12/18/2023

  Dear Mr. ****,
  
  Thank you for reaching out to us
  with your concerns about your recent experience with Securityplus. We
  understand that the initial issues you faced, including difficulties logging
  into E-banking, not receiving your member number and account numbers, and not
  having access to your funds, were significant and caused inconvenience.
  
  Acting on your feedback, our Chief
  Experience and Impact Officer, Obi ******, immediately took the lead, working
  closely with his team to reach out and provide a resolution. We are delighted
  to hear that your recent interactions with our team were positive and that we
  successfully addressed your concerns on December 16, 2023.
  
  To recap our resolution:
  Online
  Banking Access: We are glad to have assisted you in successfully logging
  into your online banking account.
  Member
  and Account Numbers: Your member number has been provided to you.
  Additionally, we have ensured you have access to your account numbers.
  Debit
  Card Issuance: A new debit card was issued on 12/07/2023, which should
  facilitate easier access to your funds.
  Membership
  Card Mailing: To ensure you have all the necessary materials, we have
  mailed out a new membership card.
  
  Your feedback is incredibly
  valuable to us, and we are grateful for the opportunity to improve your
  experience with Securityplus. As requested, we will send you a new survey to
  gather your thoughts on the service provided during our recent interaction. Your
  input will help us continue to improve our services and support.
  
  Thank you for choosing
  Securityplus,
  Obi ******
  Chief Experience and Impact
  Officer

  Customer Answer

  Date: 12/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21007963, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:10/30/2023

  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.

  Let me preface by saying I don't usually write complaints as I'm an easy going person who avoids conflict at at all costs; and do not play victim; however, I am hoping to help others to prevent them from going through what I have experienced. Last year, I originally applied for a $5000 loan with the bank, but I let a bank's rep convince me to consider a HELOC. So, I started the process for the HELOC. When I met with the bank's representative, I was told I had 10yrs before I had to start repaying the loan (I later found out that I had 45 days to make a payment). In addition, I tried to make changes BEFORE my settlement and was told by the bank's rep that I would have to make the change at settlement. When I got to settlement and asked about the change, they informed me that all changes had to be made by the bank BEFORE settlement. At this point, I had gone through so much back/forth with the bank's rep, drove about 35 miles to settlement, and had obligated some of the funds from the loan so I went ahead with the loan. I followed up with the bank's rep AFTER the settlement. She told me that I would be able to remove some of the bills I initially included in the HELOC. I later found out that was not possible. During my initial meeting with the bank's rep, I was also told that my interest rate would not go above a certain percentage based on the rep's experience. I was also told that I would have an opportunity to contest the appraisal if I did not agree with it. Well, the interest rate is twice that amount, and I was never given the opportunity to contest the appraisal. Fast forward until today...because I was told I had 10 yrs before I had to start making payments, I missed a few payments due and did not know b/c I was told I had 10 yrs before I started making payments on the loan. I am now playing catch up to bring my account current. I noticed my last payment had not been applied to my balance. I spoke with a rep in the Collections department and was told that it will not change b/c my payment went to interest, which makes no sense to me as the interest is included in my balance. If that's the case, why did my other payments decrease my balance. I now have no idea what my balance is on the loan. I applied for the original loan of $5000 b/c I needed to pay an unexpected bill. If I had known I would have had to make a payment towards the HELOC in 45 days, I would not have gone through with it as I did not want to put myself in a financial bind. The customer service reps, particularly in the Collections department are discourteous and unpleasant to work with. I want to note, this is not the only negative experience I've had with this credit union. A couple of which I know are unlawful practices.

  Business Response

  Date: 11/01/2023

  This is in response to the complaint received yesterday by Ms. ********.  On behalf of the Credit Union, I would like to apologize for any misunderstanding related to the HELOC.  I would also like to express my apologies if there was any point in which you had unpleasant conversations or didn't feel you received the service you deserve.  We appreciate your membership and want you to be glad that you are a member of Securityplus Federal Credit Union.  I have asked that the SVP of Lending  

  Bureau Response

  Date: 11/02/2023

  Karisma ********
  
  2925 Galloway Pl
  
  Abingdon,MD 21009
  
  
  
  
  
  Dear Karisma *********
  
  
  
  This message is in regard to your complaint submitted on 10/30/2023 against Securityplus Federal Credit Union.  Your complaint was assigned ID *********  

   

  
  

  BBB has received a formal response
  from Securityplus Federal Credit Union. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code* **************

  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  This letter is in response to the case you opened with the Better Business Bureau (BBB) regarding Securityplus Federal Credit Union. We sincerely apologize for any misunderstanding related to the HELOC you have with the Credit Union. You have been a loyal Credit Union member for many years and I would like to express my apologies if there was any point in which you had unpleasant conversations with staff or didn't feel you received the service you deserve. We appreciate your membership and want you to be glad that you are a member of Securityplus Federal Credit Union. Since your case involves a lot of personal information, I will not include that in this letter. I have forwarded your complaint to the VP of Consumer Lending and discussed your case with her. She stated that she would reach out to you directly to speak about your concerns regarding the appraisal and the interest rate. I would like to address one topic you referred to in your complaint, that of the interest rate. The Credit Union’s home equity lines of credit are all based on the US Prime rate, which is common in the financial services industry. Since March of 2022, the Prime rate has increased several times from 3.25% to the current rate of 8.50%. This is a reflection of the current economy and not specific to the Credit Union. The Federal Open Market Committee has been raising the Prime rate as a strategy to control inflation. The result has been a rising interest rate environment, in fact, rates are the highest they have been in 22 years. This has caused borrowers, like yourself, to see their monthly payments increase. Ms. ********, we truly appreciate your many years of membership with the Credit Union. Your loyalty is our most valuable asset. We hope we can earn back your trust and look forward to engaging with you for your future financial needs. Sincerely, Denise M. ****** VP of Internal Audit
  

  Customer Answer

  Date: 11/02/2023

  
  
  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,
  
  
  
  Karisma ********

  Bureau Response

  Date: 11/02/2023

  Denise ******
  Securityplus Federal Credit Union 
  
  **** ******* ****
  ********** ** *****
   
  
  
  
  Dear Denise ******:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 10/30/2023 by Karisma ********. This complaint was assigned ID *********
  
  
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
  
   
  
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  
  
  
  Sincerely,
  
  
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  
  
  
  MESSAGE:
  
  
  
  
  
  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,
  
  
  
  Karisma ********

• Initial Complaint

  Date:10/28/2023

  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.

  I have attempted to close all of my accounts with this company for several months. I paid off my balance via wire transfer, multiple months ago. The financial institution never closed ny accounts, took my payment, and did not apply it towards my balance owed. The company is now reporting payment delinquencies to credit bureaus and doesn’t have an infrastructure in place to take phone calls regularly. I struggle getting a hold of anyone on the telephone and live 60 miles away. I reached out successfully and was promised resolution and never received it.

  Business Response

  Date: 11/01/2023

  Good day,

  This is in response to Mr. *****'s complaint received yesterday.  On behalf of the Credit Union, I would like to apologize to Mr. ***** for the inconvenience he has faced over the past few months.  After reviewing the complaint and the support showing a payment made on August 23, 2023, it was found that the credit card number was not input correctly.  It was missing a digit so it was not applied correctly to Mr. *****'s credit card as appropriate.  The matter has been escalated and will be resolved as soon as possible to reflect the payment made in August.  Also, the late fees charged in the months of September and October will be refunded, as will the interest charged.  In addition, the Credit Union will correct the credit reporting so as not to reflect the delinquency caused by this error.  Please allow at least 30 days for the correction to show on your credit report.

  Once again, I apologize for the error and appreciate your membership.  

  Warm regards,

  Denise M. ******

• Initial Complaint

  Date:10/20/2023

  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.

  Security Plus Federal Credit Union failed to notice me about my debit card that was deactivated today. Fraud department did not call me at all. All departments couldn't get me a replacement debit card. They wanted to charge me for new one. It was not my fault. They caused this issue. Fraud department said that my card was lost which was not true. I still have the card!!!!!!
  
  I feel helpless because i can't pay food and gas with debit card! My bank is 1 hour away! I have been thinking about finding a new bank and transfer if SPFCU can't solve this issue.

  Business Response

  Date: 10/24/2023

  This message is in response to our member's complaint regarding the issue she had with her debit card.  On behalf of the Credit Union, I would like to apologize for any inconvenience to Ms. *****.  I know how stressful this experience has been for her.  On October 23, the Credit Union's Fraud Specialist called Ms. ***** to discuss this case.  She realized that she did receive the notification letter in the mail about her debit card; it was sitting on
  her table in a ***** of mail.  She also received her new replacement debit card.  The
  notification letter was sent on October 4, 2023 and her replacement card was ordered the same day.  The notification letter states we
  will be issuing a new debit card and in the interim, the member can continue to
  use their existing debit card.  However, on the specified date given in the
  letter (normally 14 days from when the letter was sent) or once the new card
  has been activated, whichever occurs first, the existing debit card will no
  longer be active.  Ms. ***** overlooked the letter.  She did not know
  that the new card was sent to her because the envelope does not show it is from Securityplus Federal Credit Union which is intentional due to security reasons.  Ms. *****'s new debit card is now active.

• Initial Complaint

  Date:09/28/2023

  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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  SECURITYPLUS FEDERAL CREDIT UNION
  ACCT #: *********
  BAL. $ 0.00
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 10/05/2023

  This message is in response to Mr. ******* ** *****.  The Credit Union's VP of Collections has tried several times to contact Mr. ***** by phone but has still not heard back from him.  We have the documentation he has requested regarding this matter but since the address we have in our system differs from the address listed on Mr. *****' ID theft report, we are unable to send anything to him until he confirms with us the correct address for him.  Please contact us at ###-###-#### and ask to speak to the VP of Collections, Mrs. Patricia *****. 

   

  Thank you.

  Denise ** ******

  VP of Internal Audit

• Initial Complaint

  Date:09/07/2023

  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 truck was financed through Security Plus Credit Union. I sold the truck just shy of 2 months ago. I still have yet to receive the lien release despite contacting the credit union on numerous occasions. The wait time to get a representative on the phone is ridiculous. Ive waited as long as an hour and thirty minutes. When I finally got through, Ive received the same response for 3 weeks. We sent it to the *** and are awaiting a response so we can send the lien release. I reached out to the *** myself and the representative advised Security Plus has not sent them anything to include the security interest filing required for the lien release. Now I cant move forward to get the new owner the documents he needs to provide to the bank. The new owner cannot register the vehicle and I have had to pay two additional months of insurance on my sold vehicle that I know longer am in possession of.

  Business Response

  Date: 09/11/2023

  Please see the attached letter in response to the member's complaint.  We apologize for all the inconvenience this matter has caused our member.  He can reach me directly should he have any questions or concerns.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20566717
  
  I am rejecting this response because:
  
  The Maryland MVA has made it very Clear they have received nothing from Security Plus FCU as of 9/6/23, therefore, this response lacks factual information. Furthermore, I have the hard copy of the title in hand as Maryland is a two part title state. The Bank is responsible for releasing the lien immediately.

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

  Business Response

  Date: 09/21/2023

  Good day,

  This is in response to our member who stated that his complaint has not been resolved.  We are very sorry for the inconvenience but the State of Maryland's electronic title process is as has been described in the previous response letter.  The Credit Union submitted the lien release to the electronic title on 7/24/2023 (which we have evidence to support).  The procedure is that *** is supposed to mail out a lien-free title to the member directly.  The Credit Union has been told by the *** that we should not be printing lien release letters for titles that are recorded electronically.  However, based on this complaint, we have printed and mailed the lien release letter on September 8, 2023.  The Credit Union's *** of Lending has left voice messages for the member to explain this process but as of this writing, he has not been able to get in touch with him.  The *** of Lending will send the member an email to ask him to contact him directly to discuss this further.  

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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.

  Good morning, I'm ****** ***** and as a member of the Security Plus Federal Credit Union, I'd like for the National Credit Union Administration to issue citations to two Security Plus Federal Union employees, Ms. ******* ********* and Ms. **** ********************* order to acknowledge their excellent customer service skills, I wanted to reach out to this office to see if you all could issue a citation to two employees from my financial institution, the Security Plus Federal Credit Union. Their names are Ms. **** ********* and Ms. ******* *********. Ms. ********* works at the Security Plus Federal Credit Union's Woodlawn branch and Ms. ********* works at the Security Plus Federal Credit Union's ****** ***** branch. They have been bypassed for tons of opportunities to get recognized internally by their colleagues so I would like for this office to issue them a citation for their excellent customer service if that's possible.Both locations are listed below.Securityplus Federal Credit Union ********************************************************************************** Securityplus Federal Credit Union *************************************** On another note, my aunt, ******** *****,has been waiting for her debit card from Security Plus Federal Credit Union since February of 2023 when it expired. She has visited both branches listed below and still hasn't received her debit card. Her email address is ********************* and her home address is ****************************************. I kindly request this credit union's management team to deliver it immediately.Securityplus Federal Credit Union ******************************************** Securityplus Federal Credit Union ***************************************** Please advise and let me know if you have any questions or concerns.Thank you,****** *****

  Business Response

  Date: 08/02/2023

  Please see the attached response to the member's complaint.

  Customer Answer

  Date: 08/02/2023

   
  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:06/04/2023

  Type:Delivery 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 3/4/23 and 3/5/23, I used my referral link to refer my wife and son, such that they would open their memberships and for all of us to be eligible for the Amazon gift cards that Securityplus is advertising. Per the referral terms, both the referrer and the referee is eligible for one ****** gift card worth $50 each should the referee open a new membership, a checking account, and keep that account open for 30 days. These terms were met by both of my referees, implying that I, *********, am entitled to (2) $50 Amazon gift cards and that ***** ********* and ****** ********* are entitled to (1) $50 Amazon gift card each. As of today, the only gift card to be delivered is the one I have received. There are three $50.00 gift cards yet to be delivered - 1 for me, and 1 each for my referees. When my referees were applying for their memberships, they took screenshots, showing the date/time, in addition to the referral link. Those two screenshots are attached. I reached out over phone to discuss this matter. A *** named ****** answered. She requested that I send the screenshots that I am attaching to this complaint. I sent her that email on 3/6/23. I received a ***ly on 3/15/23 stating it could take up to 10 business days from 05/11/23 for us to receive our gift cards, (proof is attached to this complaint). Today is 6/3/23, and those gift cards aren't delivered. I sent follow-ups to ****** on 05/29/23 and 6/1/23 to ask about any updates - I received no response. All this being said, with all this evidence and these email conversations being on record, and with my last two emails going without a response, I decided to file this complaint on behalf of both myself and my referees. We followed all of the terms, have evidence, and we expect Securityplus to live up to their side of the terms as well. All three of our memberships are still active, and we intend to keep them that way. We just hope that Securityplus steps up their responsibilities and does the right thing.

  Business Response

  Date: 06/29/2023

  Please note that this matter was resolved back on June 8, 2023.  The Credit Union received the same complaint from our regulators, the NCUA.  We reached out to the member and resolved the matter quickly.  Please see the attached letter explaining the situation.

  Thank you.

• Initial Complaint

  Date:06/04/2023

  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.

  I spoke to a customer representative yesterday, June 2, in regards to my car loan. First off the representative was very rude and unprofessional, second I told her I just made two payments on the loan on May 31st and June 1st which she stated she would make a notation and would not send a late notice to my credit report, and third the payments made was to pay the car completely off. Today, I woke up to a notification that my credit score dropped drastically due to a late payment. This all stems from a payment I made in April that my bank account reversed, but I was unaware of it. Security Plus never sent an email, text, or phone call until yesterday, after which the payment was now 38 days late. Before this, I called several times to try and pay the car completely off. On May 31st, I was on hold for around two hours and could never get through to anyone. The online payment would only allow me to make a $2000 payment per day, so that's why I made two payments on May 31st and June 1st. What I also find weird is that the money for both payments has come out of my bank account, but on the ********************** Plus website, it shows no transactions made on those days.

  Business Response

  Date: 07/07/2023

  Please see the attached response to the complaint to resolve this case.

  Customer Answer

  Date: 07/07/2023

   
  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:06/04/2023

  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.

  At approximately 247pm 06-02-23. I received a phone call from a Security Plus billing department employee stating I was delinquent on a returned payment in April. The caller said I was 38 days late on payment. I was confused so I asked the caller to give me a minute to check it out . I explained to my wife what was happening so she could investigate. I got back on the call and asked the Agent "wouldn't Security plus email me or something to let me know I'm late" She "Agent "automatically got an attitude. "She I just got this Today ***** I said no I'm asking if they would do that? The Agent responded we don't that on your banking institution to let you know that. "Your bank should've told you". I remained calm. And ask her for a second. That's when my wife who was reminded me that we sent 2 payments on 06-01-23 paying the car off. (The 2nd car I've paid of with Security plus. Including big loans). Anyway, I got back on the call and told her "the Agent "about the payments and she was still rude cut me off twice and I was just trying to give her a end to the problem. She started screaming it takes 3 days to process. Two or three times in a row. While I was still on the first sentence about the payment. She was very unprofessional, unfriendly, uncaring and unbelievably rude. I do not believe in good conscience I can continue my business with Security plus. Also, I've been trying to contact different departments especially billing on 06-01-23 and 06-02-23 no answer, in fact the call hangs up every time you call. One call to a department told me I was number 1 in line on the call for over 2 hours before I hung up one time. Overall, I'm truly disappointed at how terrible customer service has dropped. I've been faithful, loyal I've always made my payments. So, basically I only on BBB because I can't contact anyone with Security Plus, so as a Loyal Customer I Want To Be Show The Same Respect I've Shown Security Plus For Year's.

  Business Response

  Date: 06/30/2023

  Please see the attached letter in response to this matter.  Thank you.

  Customer Answer

  Date: 07/05/2023

   
  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,
  
  ***** ********