Consumer complaint received 2026-04-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: SECURITY SERVICE FEDERAL CREDIT UNION
State: GA

Complaint narrative:
We began a vehicle loan with Security Services Federal Credit Union ( SSFCU ) on XX/XX/XXXXXXXX that we paid off on time every month with auto pay for over two years. On XXXX XXXX, XXXX I requested a payoff quote to close out the loan and paid the final amount given of {$5900.00}. The loan account balance was then reflected as XXXX and the title was mailed to me. Issuing date on the title is XX/XX/XXXX. On XX/XX/XXXX my husband notified me of a voicemail he received claiming to be SSFCU and giving us a number to call back. Here is the text of the voice message per XXXX voicemail : " Hello XXXX XXXX this is XXXX I'm calling you from security service Federal credit union regarding your loan your vehicle loan that you have For the XXXX XXXX XXXX if you can please give me a call back as soon as you can it's very urgent the number I can best be reached as my direct line XXXX thank you ''. Because we had already paid off the loan and being aware of the prevalence of fraud and scams in the US ( and because of the wording " urgent '' and giving a specific phone number ) I wanted to ensure the call was legitimate so I looked up SSFCU 's number and called it to find out. The representative I spoke with on XX/XX/XXXX at XXXX XXXX assured me that the telephone number given in the voice mail was not one of their listed phone numbers and she confirmed that our loan was paid off and the balance was XXXX, which I saw to be true in my online SSFCU account. We were then convinced it was a scam call and our loan was definitely paid off. No other contact was made of any kind, no notification of an account balance or any other explanation was made to us. Fast forward to XX/XX/XXXXXXXX I saw that SSFCU had initiated an " auto payment '' withdrawal of {$650.00} from our checking account. I was very confused and assumed it was a mistake so sent a message to SSFCU inquiring about the payment. I checked my online account and saw that a payment labeled " XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX {$650.00}, balance {$0.00} '' was listed. I have been given no explanation for the XXXX cent balance listed. The response I received on XXXX XXXX claimed the following : XX/XX/XXXX From : SSFCU Subject : Transaction Inquiry Request - Account No. XXXX XXXX XXXX XXXXXXXX Message : Thank you for contacting us. Our records show that the payment for {$640.00} was applied to your account on XX/XX/XXXXXXXX and was reversed on the same day for correction. We then received the payment of {$5900.00} on XX/XX/XXXXXXXX and the final payment of {$650.00} was applied on XX/XX/XXXX. We hope this information was helpful. Please let us know if we can be of any further assistance. Our Member Contact Center is available at XXXX. Thank you for your membership. Sincerely, XXXX XXXX, Service Team at SSFCU I was very confused about a payment being reversed because I had no knowledge or record available to me of this. I called to talk with SSFCU at XXXX XXXX today XX/XX/XXXX, and spoke with a representative for over an hour today. The explanation given was that a teller mistakenly applied a payment of {$640.00} from another customer to our account on XXXX XXXX XXXX, which deemed the payoff quote on the XXXX inaccurate. They claim they then reversed the payment at some point without notifying us, which made our paid-off loan suddenly acquire a new balance owed. They then withdrew that balance ( plus interest ) from our external bank account without our permission or knowledge on XX/XX/XXXX. They claim the representative who I spoke to on the XXXX of XXXX also made an error in telling me that the phone number in the voice message was not theirs and also she was in error by confirming we had a XXXX balance on the loan. She did not mention anything about the payment reversal explanation they have given. My question is : how is it legal, ethical, professional for a bank to take money out of our account without our consent after they have assured us the loan was paid off and they have released our title, which we have already received? I requested they take responsibility for their mistakes and refund the amount they took after the payoff, but they have refused. As consumers we are penalized for any mistake we made in a monetary agreement with a bank so why are we also penalized for the bank 's mistake? They need to take responsibility for their mistakes and honor the payoff quote they gave and the representatives assurance that the loan was paid off AS THEY OBVIOUSLY BELIEVED IT WAS OR THEY WOULD NOT HAVE RELEASED OUR TITLE. What is to stop them from taking money from us again in the future and justifying it with excuses of mistakes they made? I think the ultimate insult was charging us {$4.00} interest on the last payment. We literally are paying for their mistake. It isn't right. Consumer beware.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation