Business Profile

Credit Union

Coast Capital Savings Credit Union

Headquarters

Complaints

This profile includes complaints for Coast Capital Savings Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/12/2024
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 signed up for a coast capital account via money genius and I was supposed to get a 150 dollar etransfer for doing so. have now waited over a month and still am not approved for the payout although ive fulfilled all the required steps
Business Response
Date: 23/12/2024
Thank you for bringing this matter to our attention. Coast Capital Savings will be contacting the member and provided a response pertaining to their concerns directly to resolve this matter.
Customer Answer
Date: 23/12/2024

Complaint: 22664688

I am rejecting this response because: this matter has been solved. Thank you for your help Better Business Bureau.

Sincerely,

********* ******
Initial Complaint
Date:15/10/2024
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.
On August 8 2024 I applied to open a bank account at ********************************************* through **************. On August 10th the account was approved and opened yet I have yet to receive the $150 bonus for opening this account. I've tried to put in a complaint through ************** 4 weeks after the account was approved but unfortunately I am still waiting to hear back.Application Reference Number *RAY3015 Last 4 Digits of account *0458
Business Response
Date: 08/11/2024
Thank you for bringing this matter to our attention. We have contacted this member and are dealing with them directly to resolve this matter. If the matter is not resolved to the members satisfaction, they will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 08/11/2024

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:10/10/2024
Type:Sales and Advertising 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.
On July 27, 2024, I opened a Coast Capital chequing account through ************** since they were offering a $150 cash back promotion. My account was approved that same day (reference number: RAY1514 and last 8 digits of debit card: ********) and I deposited $5 to fulfill a required membership ****** this day, Ive yet to receive this $150 promo from moneyGenius. Perhaps this should be directed to moneygenius, but given that they have to confirm with Coast Capital that my account is indeed approved, opened, and active, Id like to file a complaint against Coast Capital for failing to provide this information to moneyGenius.The timeline of my communication with moneyGenius is as follows:- 2024-09-04: initial support ticket created with info such as name, email, reference number, last 4 digits of debit card, and $5membership fee paid.- 2024-10-03: request for update with a response that they are still investigating.I have yet to reach out to Coast Capital but do not feel hopeful, which is why I am requesting assistance.
Business Response
Date: 15/10/2024
Thank you for bringing this matter to our attention. Coast Capital has a full complaint escalation process in place to handle consumer concerns. We have contacted this member and are dealing with them directly to resolve this matter. If the matter is not resolved to the members satisfaction, they will have access to instructions on how to escalate these concerns.
Initial Complaint
Date:04/10/2024
Type:Sales and Advertising 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.
Opened a chequing account at ********************** through ***********. I was promised that if I fulfilled the obligations of the offer I would receive $150 through ***********. It should have been been given to me in August. I escalated in September and it's still been shown as pending. I have contacted both MoneyGenius and Coast Capital and neither have been able to point me in the right direction. This is the promo that I have fulfilled: ******************************************************************************************** I have been promised this amount and would like it. This is my Coast Capital Info:Member: ******** Chequing Account: ********************* is my MoneyGenius email:******************************** Thanks so much for your help, ***** **********
Business Response
Date: 15/10/2024
Thank you for bringing this matter to our attention. Coast Capital has a full complaint escalation process in place to handle consumer concerns. We have contacted this member and are dealing with them directly to resolve this matter. If the matter is not resolved to the members satisfaction, they will have access to instructions on how to escalate these concerns.
Initial Complaint
Date:17/06/2024
Type:Product 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 been a Coast Capital member since the 90s, but I've noticed significant changes in their service over the years. After moving to ******* in 2022, I switched banks. When my Coast Capital debit card needed replacement, I ordered one but it never arrived. Frustrated, I withdrew my funds and moved them to another bank. Attempting to close my Coast Capital account has been a nightmare; their website doesn't redirect to "contact us" for my region, and I've spent countless hours on hold. Despite no activity since August 2023, they continued to withdraw funds. When I asked for a refund, they refused. The customer service representative I spoke to was rude and unhelpful. He promised to call back to finalize the account closure but never did. I'm owed $85 for a service I couldn't use and struggled to cancel.
Business Response
Date: 28/06/2024
Thank you for bringing this matter to our attention. Coast Capital has a full complaint escalation process in place to handle consumer concerns. We have contacted this member and are dealing with them directly to resolve this matter. If the matter is not resolved to the members satisfaction, they will have access to instructions on how to escalate these concerns
Customer Answer
Date: 28/06/2024

Complaint: 21858016

I am rejecting this response because I feel j am owed the money mentioned in my original complaint. The business has record of the charges made on my account for a service I was not receiving and was unable to cancel.

Sincerely,

*********************
Business Response
Date: 09/07/2024
We have contacted the consumer directly to resolve his concerns and consumer has accepted our resolution.
Initial Complaint
Date:07/02/2024
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.
In December 2023, I had a ********** **** with the Coast capital Savings for about a decade. One day a collaboria master card showed up in the mail that I didn't request so I cut it up. A week later, my **** stopped working.I had over a thousand dollars in bonus dollars that neither master card nor coast capital would return to me.
Business Response
Date: 20/02/2024
Thank you for bringing this matter to our attention. Coast Capital has a full complaint escalation process in place for the specific concern raised by complainant. Coast Capital will provide the complainant with information on the complaint process and direct them accordingly to the area involved.
Initial Complaint
Date:19/09/2023
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.
We submitted a mortgage application on 7th June 2023 to Coast Capital Savings (***) via *******************. I had a mortgage with *** at the time and was looking to blend and extend. Our mortgage completion date was the 5th September 2023. At the time of submission, application ************ were around 15 working days. After chasing *** for weeks we eventually got a response on the 15th August 2023 (47 working days later), we qualified for the mortgage and the numbers were great. We had 3 weeks to get this mortgage completed, unfortunately there was no further action from *** to get this mortgage completed and we were forced to pay the penalty fee and move to another mortgage provider at a worse rate. We are still waiting to hear the status of our application today (18th September 2023). We our out of pocket for the *** penalty fee and now paying thousands more for the worse mortgage rate. *** should rectify the issue by processing the application and refunding the *** penalty fee. There was more than enough time to complete this mortgage application, we had everything ready to go and *** was unable to get this done.
Business Response
Date: 21/09/2023
Thank you for bringing this matter to our attention. We are dealing with the complainant directly to resolve this matter. If the matter is not resolved to the members satisfaction, they will be provided instructions on how to escalate these concerns.
Customer Answer
Date: 21/11/2023

Complaint: ********

I am rejecting this response because:
"Due to Coast Capital Savings (CCS) negligence/errors we have lost approximately $20,000. Even though CCS has admitted fault they are not willing to pay for their mistake. They have at least offered a mortgage to bring us back and save us some money in the long run, but have not matched the previously offered rate and will not pay for any of the fees incorporated to switch back.
We bought a house in June and tried to blend and extend our current mortgage with CCS. They had 3 months to complete the application (September completion) but failed to do so (even after calls, emails, visiting branches), there was little to no action from CCS. Luckily my Broker had got approval from another bank or we would have lost our deposit on the house, but it was not a blend and extend so the rate is much higher. There was plenty of time to complete this mortgage application, we qualified for this mortgage and through no fault of our own we are losing money.
CCS should honor the rate originally offered and pay the fees to switch our mortgage back to CCS."
Thanks
********
Sincerely,

***********************************
Business Response
Date: 04/12/2023
Thank you for bringing this matter to our attention. Coast Capital Savings has contacted the complainant with information on our complaint process and provided a response pertaining to their concerns directly to resolve this matter. If the matter is not resolved to the complainant's satisfaction, they have been provided instructions on how to escalate their concerns.
Customer Answer
Date: 04/12/2023

Complaint: ********

I am rejecting this response because:
No offer for resolution, I've escalated as per instructions to OBSI.
Sincerely,

***********************************
Business Response
Date: 18/12/2023
Coast Capital Savings has contacted the complainant with information on our complaint process and provided a response pertaining to their concerns directly to resolve this matter. As member remains dissatisfied with the response provided and has chosen to escalate to OBSI, Coast Capital Savings will await instructions from OBSI and will work with them in the course of their investigation.
Initial Complaint
Date:24/08/2023
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.
I called to deal with an unauthorized transactions. The transaction was deemed fraud and not my doing. Later the same day I reached a government direct deposit upon trying to retrieve funds I was informed ny account was locked. Called and was told that I couldn't have access to my funds until I sent un a notarized copy of my identification. They released only enough for that expense to me and are holding the rest hostage. I don't owe the bank my account was in good standing I have had the account for over 8 months no issues till now. I don't live near a branch at all, opened my account online. So I am expected to wait over a week for access to the rest of my pay cheque because there is no other way to verify my ID.
Business Response
Date: 24/08/2023
Thank you for bringing this matter to our attention. Coast Capital has a full complaint escalation process in place to handle consumer concerns.We have (or are attempting to) contact this member, provide the complainant with information on our complaint process and are dealing with them directly to resolve this matter. If the matter is not resolved to the members satisfaction, they will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 24/08/2023

Complaint: ********

I am rejecting this response because: I have heard from one person so far, and they were passing it along and somebody would call within the hour, I also tried to pull the funds that were allocated yesterday for the notary and I have no access to any funds or information by way of atm as well as app or web banking. I need groceries and rent, * ** ** ****** ********** ******* * **** ****** ** **** **** * **** **** ** ****** ******. It should have been stating in your policy for one that i would be expected to pay a notary expense, as well how does an account operate for 9 months without every validating their identity?

Sincerely,

*********************
Business Response
Date: 05/09/2023
Thank you for bringing this matter to our attention. Coast Capital Savings has contacted the complainant and provided a response pertaining to their concerns directly to resolve this matter. If the matter is not resolved to the complainant's satisfaction, they have been provided instructions on how to escalate their concerns.
Customer Answer
Date: 06/09/2023

Complaint: ********

I am rejecting this response because: I provided the requested identity verification and still have zero access to my account or response back from the complaints department. I kept my end of the agreement in regards to a solution and it seems Coast Capital has not.

Sincerely,

*********************
Business Response
Date: 06/09/2023
Thank you for bringing this matter to our attention. Coast Capital Savings has contacted the complainant and provided a response pertaining to their concerns directly to resolve this matter.
Customer Answer
Date: 07/09/2023

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:01/05/2023
Type:Product 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 had a checking account with coast capital, on January 2023, I received a phone call from Coat Capital Bank in downtown Vancouver, that my account was compromised. So, I rushed to the bank, and I was told big amount of money was withdrawn from my account the night before as a payment. Looks like someone hacked into my account and transferred the funds, so I immediately filed a claim with the bank, after days back and forth with the branch manager, bank were able to stop part of that from scammers and retrieve only that part. I send email to corporate security name ( ANKIT ) no respond at all, fraud department of cost Capitol Bank says we cannot retrieve the rest of the funds. Cost Capital Bank is not trustworthy anymore. They charge a monthly fee to have our money deposited in the bank and cannot protect the funds. i hope they have good reason for these stressful days of my life. cost capital is responsible for my money.
Business Response
Date: 02/05/2023
Thank you for bringing this matter to our attention. Coast Capital Savings has a full complaint escalation process in place to handle consumer concerns. We have contacted this individual, provided the complainant with information on our complaint process and are dealing with this individual directly to resolve this matter. If the matter is not resolved to the individual’s satisfaction, they will have access to instructions on how to escalate these concerns.
Customer Answer
Date: 08/05/2023

Complaint: ********

I am rejecting this matter as it hasn’t been solved because: the Coast Capital Bank still holding my money. This issue is filled with police and also will be filled with court.

Sincerely,

****** ********
Initial Complaint
Date:29/03/2023
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 had a mutual fund that I cashed in and asked for 6000 to be transfered to my chequing account and around 5000 was suppose to be transferred to a tax free savings account. I received the money to my chequing account but did not receive money for the ****. It has been almost a month and when I go in person they say they can not help me and when I call in they say they can't help me because I don't have my drivers license number.... meanwhile when i called in to have the money moved it was a non issue. They stole my money and I don't know how to claim ***** because it was done by a bank. I would like to have the remainder of my money put in my account. Would like the transcrips pulled if possible.
Business Response
Date: 30/03/2023
Thank you for contacting Coast Capital Savings on behalf of ********** ***** ********* We will contact the complainant to discuss this matter and investigate. For further information they can refer to Resolving Your Complaint on our public website.

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Coast Capital Savings Credit Union is BBB Accredited.