Widespread Customer Complaints

For decades, Service Credit Union has operated as a not-for-profit cooperative serving more than 325,000 members worldwide. This includes many U.S. military personnel stationed overseas. But recent feedback paints a picture of systemic issues:

• Locked Accounts & Authentication Loops: Members report being repeatedly locked out of their accounts, sometimes while actively using the website. Verification steps often repeat multiple times, with overseas members unable to receive one-time passcodes without an international phone plan.
• Lack of Transparency in Payment Histories: Several customers allege that ServiceCU refuses to provide payoff figures, payment histories, or remaining loan balances—even when formally requested.
• Unwanted Fees & Charges: Complaints describe being charged for life and disability insurance without consent, hit with steep overdraft penalties, and forced to pay “convenience fees” just to make loan payments.
• Currency Exchange Gouging: Military members abroad say ServiceCU charges significantly higher conversion rates than other institutions. This costs thousands of dollars over a multi-year posting.
• Loan Rate Disputes: One customer alleged their dirt bike loan was reclassified as not a “motorcycle loan.” This resulted in a sudden rate increase of 4%.
• Referral Bonus Withholding: Some members claim promised referral bonuses were denied on technicalities after the promotional period expired.
• Customer Service Failures: From rude interactions to dropped calls, members allege that ServiceCU’s service quality has deteriorated. One customer recounted being locked out for over 40 minutes on an overseas call, unable to regain access.

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Leadership and Ownership

Service Credit Union is federally chartered and regulated by the National Credit Union Administration (NCUA). As a cooperative, its members are technically the owners.

The current President & CEO is David Araujo, who assumed leadership in December 2018. Araujo previously held senior roles at Digital Federal Credit Union (DCU). He has over 20 years in financial services, focusing on technology and digital transformation. Under his tenure, ServiceCU expanded its overseas footprint and digital offerings.

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The “Courtney Pomerleau” Allegations

Emails allegedly sent by staff member Courtney Pomerleau to a customer stated they were “not allowed to view their online account, payment history, or remaining balance.” If true, this would violate basic transparency standards in consumer banking.

At this time, these allegations remain unverified by public documentation. Efforts to independently confirm Pomerleau’s role or ServiceCU’s policy are ongoing. Customers who have received such correspondence are encouraged to retain and submit documentation for potential regulatory review.

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Why It Matters

If even a fraction of these allegations hold true, Service Credit Union could be failing the very communities it claims to serve:

• Transparency Failures: Withholding payoff amounts or histories undermines members’ financial planning and may breach regulatory expectations.
• Disproportionate Impact on Military Members: For service members abroad, access to fair banking services is not optional—it is essential.
• Regulatory Oversight: Credit unions are expected to operate with member trust at the center. Allegations of hidden fees and predatory practices may prompt attention from the NCUA or consumer protection authorities.

Widespread Customer Complaints

Ongoing System Issues
Even ServiceCU itself acknowledges operational errors. As of September 2025, the institution posted the following warning directly on its homepage:

“We are aware of an issue causing duplicate ACH transfers on certain member accounts. We are currently working to reverse the error and apologize for any issues caused.”

While framed as a temporary error, this type of disruption can create financial stress for members—especially those living paycheck to paycheck or serving abroad where quick fixes are harder to arrange.

Response from Service Credit Union 09/17/25

We respectfully disagree with the opinions stated in the article.  Service Federal Credit Union adheres to all applicable federal and state laws and regulations.  Additionally, we have no knowledge of the multitude of complaints you reference but are happy to speak with any member who has a specific complaint.  Members may forward complaints to: compliance@servicecu.org. – Chris (Staff member in communications department – verified)

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Conclusion

Service Credit Union remains a significant financial institution, especially for overseas military personnel, but complaints suggest that trust is eroding. From opaque fees to blocked account access, members are calling for accountability, regulatory review, and leadership action.

For now, consumers—especially those stationed abroad—are advised to exercise caution, document all correspondence, and consider filing complaints with the NCUA or Consumer Financial Protection Bureau (CFPB) if issues persist.

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Sources:

• Service Credit Union – Wikipedia
• Service Credit Union press release: David Araujo appointed CEO
• LinkedIn – David Araujo
• Customer complaint excerpts provided directly and from public reviews

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Editor’s Disclaimer:
This article contains member allegations and reported experiences with Service Credit Union. All claims of misconduct are presented as customer accounts and have not yet been independently verified. Presence News has reached out to Service Credit Union for comment and will update this article if a response is received.

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