Complaints

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

close

Find a Location

Premier America Credit Union has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Premier America Credit Union

  19867 Prairie St Chatsworth, CA 91311-6504

  
• 

  Premier America Credit Union--Thousand Oaks

  173 N Moorpark Rd Ste C Thousand Oaks, CA 91360-4451

  
• 

  Premier America Credit Union

  6020 Canoga Ave Woodland Hills, CA 91367-3743

  
• 

  Premier America Credit Union

  26508 Bouquet Canyon Rd Santa Clarita, CA 91350-2353

  
• 

  Premier America Credit Union

  1633 N Victory Pl Burbank, CA 91502-1645

  

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:11/29/2023

  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.

  I called in to premier America last week to inform them that I was injured at work and I needed to know what we could do about payments. The customer service told me to call back in a week and talk about a skipped payment. So in a week thats what I did. Told them I needed to skip a payment til I got another check from work. There reply was, we only accept skipped payments if the account is current. This being first time asking for this I certainly wasnt familiar with any protocols to follow. They made it sound like its my fault I dont know the rules and absolutely shut down my request. Seems they want to repo my vehicle more than assist a loyal customer who pays his loan every month. Need your help to resolve this issue. Thx

  Business Response

  Date: 12/13/2023

  Dear BBB,

  We apologize for any confusion, but we are unable to provide Skip-A-Payment to an already delinquent account. The member was advised when the delinquent payment was made, we could then defer a payment. We have reached out to the member again, about deferring payment now that the account is current, but member refused offer at this time.

  Should you have any other questions, please let us know.

  Thank you

   

• Initial Complaint

  Date:10/24/2022

  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.

  I began my services with this credit union back in June 2022. I refinanced my car through Premier America. I was helped by **************** at the************** branch. Once all the financing and everything was completed, I spoke with ********* via the phone to finalize all the paperwork so I could come in to sign. On this call, she explained to everything about the loan: the APR, monthly payment, loan term, etc. On the call she was also informed me that because my registration due date fell within their 90 day policy that would be included in the fees and everything included on the loan. In early July of 2022, I received paperwork from the ****** showing that my car was still owned by the previous bank I was with. I contacted Premier America in July for the first time asking why it still showed the old bank as the title holder of the car and was told by a representative not to worry and I should be receiving a new paper in the mail with the correct information. I gave them some time assuming everything would've been fixed by then. On September 8, 2022, I called Premier America back and let them know I never received anything and that my registration was due September 2, 2022. I was then transferred to ******* in the *** department at Premier America where I was informed she had no idea who I was, what I was talking about, and she would look into it. Later that day, I received a follow up phone call and ******* informed me they never received my title from the previous bank. She then informed me she tried to contact them twice since July 26,2022 and didn't get through to anybody. I asked her why In that time frame she didn't contact me and ask me to get into contact with them and she said "I don't know" then asked me to contact them. I contacted them and spent all of September going back and forth with ******* and a representative from the other bank. (I've attached file with full report of the problem below, as all didn't fit)

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 8, 2022/11/14) */ Dear Ms. ****, Thank you for contacting us through the ***. I confirmed that our VP spoke to you to communicate that we were able to resolve your claim on October 25th. We are here to serve our member-owners and hope to continue to provide the service you deserve. Respectfully, *********** Consumer Response /* (2000, 10, 2022/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:05/24/2022

  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.

  Well, this started with a transaction they let go through on my account even though I opted out of any type of overdraft, but they chose to do it anyways, and and of course charge me $29 to do so, again even though I have opted out of any type of overdraft protection, therefore this transaction should never have gone through, should have been declined. When you reach out to them 3 messages send, 2 phone messages left since they wont answer live support. At my wits end, no so much the money, but fraudulent use of my account from the place that is supposed to protect you from fraud your own bank. They either changed my opt in form , or chose to ignore the law and pay the charge so they could attempt to charge me a fee. They even advertise free overdraft, another fraud. I used to think this was a good bank, not so much now.

  Business Response

  Date: 06/01/2022

  Consumer Response /* (2000, 6, 2022/05/31) */ They have made good and refunded there mistake, it does not change there awful customer service. But Thank you for your help.

• Initial Complaint

  Date:05/13/2022

  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.

  On 5/12/2022, I called Premier America Credit Union for assistance with a 401K check issued by ADP from my former employer. The check is missing the last letter of my first name. I was calling to verify the process so that I can deposit this check. I ended up calling two times, and wasted over half an hour with no resolution to my problem. The first time I called, the associate on the phone went through 6 levels of verification before even allowing me to ask a question. After verifying, the phone cut out and I was hung up on. The second time I called, the gentleman who answered the phone kept cutting me off and speaking over me. He suggested "that I try to deposit at a local credit union branch but it might get rejected, he didn't know" and when I said "do you think I should choose a local institution to bank with" then, he started asking for clarification on my issue. Since I no longer have a local Premier America Branch, I cannot walk in locally to resolve my problem. When I was placed on hold after 20 minutes, the call disconnected. I still don't have an answer about how to fix my problem.

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 5, 2022/05/27) */ Contact Name and Title: ************* Contact Phone: ************ Contact Email: ******************************** May 25, 2022 Dear **********: Thank you for your inquiry made to the Better Business Bureau dated on May 13, 2022, and for your long and valued relationship with us. ************, President & CEO of Premier America Credit Union, has asked me to personally look into your situation. Your inquiry described the concerns about our willingness to accept a check issued to you, where your name had been misspelled. Additionally, your call was dropped and there was no call back from the second team member you spoke to. **********, we appreciate your patience while we addressed this request . I truly appreciate you taking the time to speak to me on Saturday, May 14, 2022. At Premier America Credit Union, we pride ourselves in providing excellent member experiences and we strive to make it easy for our members to conduct their financial transactions with us. Your recent experience with us did not meet the expectation we strive for. We did not call back and provide you with feedback on whether or not we would accept the check with the misspelling of your name . Per our conversation you already made arrangements to deposit the check with another Financial Institution and no further action is needed by Premier America Credit Union. We are continually looking for ways to improve our processes and your feedback will be factored in to improvements we are making. Thank you again for the opportunity to improve your experience. We are always here to listen to our members and do our best to provide you with the value and service you deserve. If you have any additional questions or feedback, here is my direct contact information (**************. Thank you for being a valued member of Premier America Credit Union.