ComplaintsforPatelco Credit Union

• Initial Complaint

  09/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My debit card/ bank account had been hacked and fraud activity occurred I reported everything to Patelco the banking company and my claim has been denied several times. I didnt have anything to do with fraudulent transactions on the account. I need help please on what to do next.

  

  Business response

  09/17/2024

  September 17, 2024
  
  Dear Ms.*****,

  We received your complaint from the Better Business Bureau on September 8, 2024,regarding denied card claims.  We reviewed these claims and have confirmed the denial based on the results of our investigations.

  Our records indicate that on July 8, 2024, a fraud alert was triggered due to two transactions that were authorized on your debit card ending in 5269: an Apple Cash transaction for $2000 and a Cash App transaction for $1000. The card was blocked, and our third-party vendor sent this alert to you via text message,email, and a phone call using the contact information on your account. We received a reply to the email alert stating that one or more transactions were not recognized.  However, shortly after, our records show that during a recorded call with our third-party vendor these two transactions were validated as authorized by you once you had been verified by providing the Case ID and last 4 digits of your card. Also, the voices on both calls matched.

  On July *******, and on July 15, 2024, you submitted two card claims via Patelco Onlinewhich primarily included multiple Apple Cash transactions and Cash App transactions completed between July 11, 2024, to July 15, 2024. In these claims,you stated that your card was in your possession during the time the transaction occurred. On August 13, 2024, our Fraud Prevention Team Lead confirmed this detail with you by phone, along with the fact that your phone was also in your possession during this time.

  Our investigation revealed that your debit card was manually added to your Cash App on July ******.  To manually enter the card into Cash App, the user is required to provide the full card number, expiration date, and *** number. The *** number can only be obtained from the back of the physical card or through Patelcos Digital Card Display. The Digital Card Display requires one-time passcode (OTP) verification using either the phone number or email address that Patelco has on file. Additionally, our investigation uncovered that your debit card was added to ***** Pay using the Account on File for Apple Pay to process transactions.  This indicates that your card information was already saved to your device for future purchases with online merchants.  Since initially being added on July ******, multiple Apple Cash and Cash App transactions were processed on your account. For transactions to process successfully as they had on Apple Pay and Cash App, the same OTP verification process is required each time.

  We reviewed your online banking records and confirmed that there were no unauthorized logins or changes to your contact information in connection with any of these transactions. Neither the adding of your card to Apple Cash and Cash App, nor completion of the transactions, could have taken place without completion of the above-described verification process. Therefore, Patelco determined that fraud had not occurred, and the claim was denied accordingly.

  Patelcos decision remains final, and we encourage you to continue working with ***** and Cash App directly for resolution.

  Sincerely,

  ****** *******
  Senior Member Experience Specialist
  
  
  
  
  

  
  

  Customer response

  09/19/2024

   
  Complaint: 22257549
  
  I am rejecting this response because: 
  Im so confused how Patelco claims and fraud department dont see fraud. Ive started over and over again I didnt do or authorize any of this on my account. Im not sure how the investigation concluded its no pattern of wrongdoing of over ****** dollars in a 3 day period is very unusual and suspicious that pattern shows it was meant to drain the account. Im asking this claim to be investigated again who ***** Cash/ Cash App did all these transactions belong too. This is fraud and not my fault.
  Sincerely,
  
  ****** *****

  

  Business response

  10/01/2024

  October 1, 2024

  Dear Ms. *************** received your rebuttal from the Better Business Bureau to our response sent on September 17, 2024, regarding your denied card claims.  Please see below for additional details.

  As stated in our previous response, our records indicate your Patelco debit card was added manually to both Apple Pay and Cash app. The sole method to do so on both platforms is for the user to provide the full card number, expiration date, and CVV code located on the back of the card.  In order to retrieve this information, the user must either have the physical card present or obtain these details from Patelcos digital card display, which was down at the time due to the system outage. Once the card information is submitted, the user is required to validate the new card and any transactions by receiving a one-time passcode (OTP) either through the email address or phone number listed on the users profile at their financial institution, and not the apps profile. This authenticates the user and the request. In your claim and when asked by our Fraud Prevention Team Lead, you confirmed the physical card was always in your possession, and no one else had access to it. You also stated your phone was not compromised and in your possession during this time as well.

  Additionally, during your call with our Fraud Prevention Team Lead, you claimed to not have been the individual who validated the transactions during a call with our third-party vendor on July 8, 2024, after a fraud alert was triggered and your card was restricted.  Our investigation into your complaint determined that you responded to the fraud alert via email selecting the option that states one or more transactions were not recognized. You also confirmed you had done this in your call with our Fraud Prevention Team Lead. By selecting this option, a call was then prompted by our third-party vendor to your cellphone number on file. Once verified, the agent then inquired if the transactions were valid, which you confirmed as authorized. The fraud alert was cleared, and your card was unrestricted as a result.

  Our review has determined that all authentication and validation was conducted using the contact information found on your Patelco account profile. It was also concluded that the registration process and transactions sent could not have been completed without authorization from you via OTP confirmation. There is no indication that your card information was compromised for Apple Pay or Cash app, as both the card and your phone were in your possession during the card registration process and when these transactions occurred.  Therefore, the claims will remain denied, and we continue to encourage you to refer to ***** and Cash App directly for potential recovery.

  Sincerely,
  ****** *******
  Senior Member Experience Specialist

  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 29th Patelco was hacked by a ransomeware group. In response, Patelco shut down their banking app and any online ability for customers to check on the status of our account or see our balances. We tried to go in person to get information regarding the status of our account to no avail. We were told that the agents also werent able to see into our accounts. We received mail from Patelco stating that no charges would be able to go through our Patelco account so we had all of our paychecks routed to an outside bank and we paid our bills from there. As it turns out, many of the charges that we were told wouldnt be able to go through, did in fact go through which sent our account into the negative. For a period of 2-3 weeks this continued until our entire months bills had come out of the Patelco account. Eventually, ******************** was able to get their systems online and we were finally able to see which bills had actually gone through or not. Patelco notified us that we would need to bring our account current by September 30th in order to avoid an account closure. We planned accordingly and scheduled our bills/expenses to enable us to bring the account current by then. Out of nowhere a couple days ago, Patelco notified us that we would actually need to have the account current almost an entire month earlier on September 6th. We called and tried to get a solution and asked for them to let us keep the original date of Sept 30th as we had already budgeted according to that date. The account solutions manager yelled at us and stated that its not Patelcos fault that our account went into the negative. The only solution they offered was to take a loan with them and pay interest in order to bring our account current. So essentially we would have to pay them interest for their mistake. This seems totally unethical; Patelco ultimately laid the responsibility of the security breach into their members.

  

  Business response

  09/09/2024

  September 9, 2024
  
  Dear Mr. *****
  
  On September 3, 2024, we received your complaint from the Better Business Bureau you submitted on August 30, 2024, regarding the negative balance in your Checking account.

  Our records reflect that you resolved the negative balance on September 5, 2024. We appreciate your prompt attention to this matter.

  If you have any further questions or need additional assistance, please contact us.
  
  Sincerely,
  
  ******* *********
  Senior Member Experience Specialist

  Customer response

  09/11/2024

   
  Complaint: 22221907
  
  I am rejecting this response because: The business did not take any action to resolve the matter before I filed the complaint. It was left up to myself and other customers to quickly pull together funds or be forced into a loan through the bank or face a derogatory remark on our credit. 
  

  Patelco exposed the data of thousands of customers as a result of their lapse in security then locked customers out of our accounts for a period of two weeks. During this time they told us we would not be able to charge anything to the account and all charges would be denied; That was false. Almost all charges during that time cleared and resulted in Patelco customers including myself being charged twice for thousands of dollars worth of bills (once from Patelco and once from our external account). This resulted in us virtually paying two months of bills at once. This would have been fine if it had not been for the mixed messaging from their representatives; At first they told us we would have until September 30th to bring the account current and then suddenly they changed the date to the 2nd of September, one week before the suspense. They stated that we would be reported to the credit agency and the account solutions manager told us its not Patelcos fault our account went in the negative. Then the same account manager went on vacation a few days before the suspense and we werent able to talk to anyone to resolve the matter. Ultimately, this wouldnt have happened if they had better security and didnt lock us out of our account for weeks while letting charges go through. We were forced to incur penalties and fees for withdrawing money early from our external banks savings account in order to bring the Patelco account current or face a bad credit and years of recovery to fix our credit. Patelcos customer service was unhelpful, unprofessional, and unproductive during this data breach.
  
  Sincerely,
  
  ****** *****

  

  Business response

  09/19/2024

  September 19, 2024

  Dear Mr. *************** September 12, 2024, we received your rebuttal to our response sent on September 9, 2024, regarding the negative balance of your Checking account and the cybersecurity incident that Patelco experienced on June 29, 2024. Please see below for more clarification regarding this matter.

  The incident required us to proactively shut down some of our day-to-day banking systems to contain and remediate the issue. During the outage, Patelco regularly provided information to members regarding what services were accessible through our branches, the shared branch network, or ATMs via multiple communications sent nearly daily via email and a dedicated webpage (************************************************************************.
  Regarding members access to their funds, Patelcos communications advised members that debit, and credit card transactions were functioning in a limited capacity, and the communications included the daily dollar limits.Members were also advised that they could withdraw up to $500 in cash per day from a Patelco branch, by accessing Patelco ATMs (including over ****** shared branch ATMs all over the country), or by accessing an ATM at another credit union outside of the shared branch network. Additionally, members could access their funds by writing a check from their Patelco account to another financial institution where they had set up an account, or by initiating an ACH transfer at another financial institution to pull funds from a Patelco account.Neither the communications nor the webpage advised members that they would not be able to charge anything to the account and that all charges would be denied.

  As part of our communications,Patelco also notified members that we would waive or reimburse many Patelco fees and third-party fees. For Patelco fees, we were removing most fees for the months of July and August, such as account fees, overdraft fees, credit card fees, and late payment fees. Members were able to request reimbursement through September 1, 2024, if they incurred a fee for late payments on other bills (rent, utility, other loan payments) charged outside of Patelco between June 29, 2024, and July 15, 2024. If you have questions or need assistance related to fees caused by the security incident, please visit our webpage (*******************************************************************) to explore options.

  Please be advised that your membership and accounts are governed by Patelcos Member Handbook. Per the section titled Meeting Your Obligations on pages 9-10, you agreed that you would not allow your accounts to fall below a zero balance.While we recognize that you were unable to see your account balances during the outage, that inability was limited in duration, you could see your account balances prior to the incident and knew the amount and timing of your previous or upcoming deposits, and you remain obligated to restore overdrafts upon our written demand if you do not have a prearranged and available source of overdraft protection under an Overdraft Protection Plan. 
  
  On September ******, the primary account holder had contacted Patelco to arrange the final payment to clear the negative balance by September 6, 2024. During this call with an Account Solutions representative, she was informed that the deadline was updated and she had until September 30, 2024, to resolve the negative balance. After the phone call, the same representative emailed the primary account holder using the email address on file confirming this deadline. However, our records indicate the negative balance was resolved via a Zelle transfer sent by the primary account holder on September 5, 2024.
  
  We understand your frustration and appreciate your patience while we worked to resolve the matter.  
  
  Sincerely,
  ******* *********
  Senior Member Experience Specialist

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 USC 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 USC 1681 I have the right to privacy According to 15 USC 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Inaccurate Information on my credit report is causing me financial distress PATELCO CU Amount:$29542 Date:6/3/2024 Acct#*********

  

  Business response

  09/06/2024

  September 6, 2024
  
  Dear **********************,
  
  We are writing to you in response to the complaint that you filed with the Better Business Bureau (BBB) on August 29, 2024. Your complaint alleges that Patelco Credit Union is reporting inaccurate information to the credit bureaus. However, your complaint does not specify the information that is being disputed under the account(s), explain the basis for the dispute,or include any supporting documentation to substantiate the basis of the dispute. Therefore, you failed to meet the dispute submission requirements under the **** Act and the Fair Credit Reporting Act, and Patelco Credit Union is unable to investigate your dispute.  

  To enable Patelco Credit Union to investigate, please send a written notice to us at ******************************, which includes the necessary information and supporting documentation described above. 

   

  Sincerely,

  ***************************
  Senior Member Experience Specialist

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bank gave access to their member database to criminals and gave away all of our personal information. They held our money hostage for weeks and disabled most banking services for the same period.

  

  Business response

  08/28/2024

  August 28, 2024
  
  Dear ************,

  We received your complaint from the Better Business Bureau on August 21, 2024, regarding the cybersecurity incident that Patelco experienced.

  On June *******, Patelcos systems were unavailable because a security incident required us to proactively shut down some of our day-to-day banking systems to contain and remediate the issue. During the outage, Patelco regularly provided information to members regarding what services were accessible through our branches, the shared branch network, or at ATMs through multiple communications sent to members on nearly a daily basis via email and a dedicated webpage (www.patelco.org/securityupdate).

  With respect to whether your personal information was involved in the incident, you should have received an email from Patelco on August 20, 2024, if you had a valid email address on file. The notice has also been posted at www.patelco.org/notification.Please refer to that notice for additional information regarding the incident and the complementary credit monitoring services that Patelco is offering.

  Sincerely,
  *********************************
  Senior Member Experience Specialist

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 1st, my account was frozen due to a security breach, which made it negative. Fees accrued and they do not want to give me a refund.

  

  Business response

  08/21/2024

  August 21, 2024
  
  Dear ********************,

   We received your complaint from the Better Business Bureau on 8/16/2024, regarding your account becoming negative during the Patelco system outage and the assessment of fees.Upon receiving your complaint, we conducted a thorough investigation.

  Upon becoming aware of the outage on June 29, 2024, Patelco immediately implemented a disaster recovery plan. The cybersecurity incident required us to proactively shut down some of our day-to-day banking systems to contain and remediate the issue. During the outage, Patelco regularly provided information to members regarding what services were accessible through our branches, the shared branch network, or at ATMs through multiple communications sent to members on nearly a daily basis via email and a dedicated webpage (www.patelco.org/securityupdate).

  With respect to members access to their funds, Patelcos communications advised members that debit, and credit card transactions were functioning in a limited capacity, and the communications included the daily dollar limits. Members were also advised that they could withdraw up to $500 in cash per day from a Patelco branch, by accessing Patelco ATMs (including over ****** shared branch ATMs all over the country), or by accessing an ATM at another credit union outside of the shared branch network. Additionally,members could access their funds by writing a check from their Patelco account to another financial institution where they had set up an account, or by initiating an ACH transfer at another financial institution to pull funds from a Patelco account.

  Our records indicate that your Checking account became negative due to various debit card purchases, ACH debits, peer-to-peer mobile payment app transfers such as Venmo and Cash App, and ATM withdrawals completed between 6/30/2024 to 7/9/2024. During this timeframe, there were also a few incoming peer-to-peer transfers credited to your account, but the amounts were insufficient to cover the transactions that debited the account.

  Additionally, during the system outage, a $237 ACH to *********** debited from your account on 7/25/2024. You contacted our ********************* on 8/13/2024 to inform us that *********** did not receive the payment. Therefore, a credit for $237 was applied to your Checking account on 8/16/2024, and your account is no longer negative. Please review your account history, and if you determine any transactions to be unauthorized, you may dispute these online, through our *********************, or by visiting a local branch.

  Patelco also notified members that we would waive or reimburse many Patelco fees and third-party fees. For Patelco fees, we are removing most fees for the months of July and August, such as account fees,overdraft fees, credit card fees, and loan late fees. In your complaint, you mentioned fees were assessed and that you requested a refund of $590. Our investigation did not find any fees or remaining funds owed to you that substantiate this amount. Our review confirmed the only fees reflected on your account during the system outage were due to out-of-network ATM cash withdrawals   three ATM fees for $3.50 and  one ATM fee for $3. These fees,totaling $13.50 were credited back to your account on 8/15/2024. For any third-party fees not reflected on your account, please visit *************************************************************** to submit a Security Incident Fee Reimbursement Request.

  Thank you for allowing us to review this matter further, and we hope this provides resolution to your concerns.

  Sincerely,

  ***************************
  Senior Member Experience Specialist

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 USC 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 USC 1681 I have the right to privacy According to 15 USC 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Inaccurate Information on my credit report is causing me financial distress PATELCO CREDIT UNIONDate:5/23/2024Acct#*********PATELCO CREDIT UNION Date:5/23/2024 Acct#******

  

  Business response

  08/13/2024

  August 13, 2024
  
  Dear ********************,
  
  We are writing to you in response to the complaint that you filed with the Better Business Bureau (BBB) on August 7, 2024. Your complaint alleges that Patelco Credit Union is reporting inaccurate information to the credit bureaus. However, your complaint does not specify the information that is being disputed under the account(s), explain the basis for the dispute, or include any supporting documentation to substantiate the basis of the dispute.  Therefore, you failed to meet the dispute submission requirements under the **** Act and the Fair Credit Reporting Act, and Patelco Credit Union is unable to investigate your dispute.  

  To enable Patelco Credit Union to investigate, please send a written notice to us at ******************************, which includes the necessary information and supporting documentation described above. 

  Sincerely,

  ***************************
  Senior Member Experience Specialist

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Patelco via mail on 5/12/2024, 6/30/2024 and 7/18/2024 only to be ignored. I also tried calling them daily between7/2/2024 and 7/15/2024 only to not be able to get through to someone who can help me resolvethe issue with a past account. ******************** has reported that a car that I owned prior and made payments on is delinquent on my credit report and I've been trying to reach them to find out how that's the case when the car was paid off previously years ago. They have been hacked according to the news and are obviouslyunable to provide me with any information about that account because they haven't respondedto my letters or verbally told me anything definitive when I called them. As a result of this security breach, I am even more adamantthat I get proof from them that thisaccount has the correct information because I don't know if it's mine at this point. The lack of communication is unacceptable. They are reporting that I owe them a little over $8,000 and they also have their collection company emailing me about it. Those emails started once I sent the letters plus I've been getting calls at work from them about this debt yet nobody will give me any information about it. It's harassmentand bullying at this point because I'm asking for information and nobody will give it to me. I want to know for sure that this is the account that I had with them to verify it, I want to see the list of payments made while there so I can compare it to my bank statements and I also want them to stop harassingme at work about it. I've tried to work this out with them on my own but their not responding so I'm reporting them in hopes that they will give me the information that I need to properly dispute this or they will remove this account from my ********************** report and tell their collection department to update their files so I won't get anymore calls.

  

  Business response

  08/15/2024

  August 15, 2024  
  
  
  Dear ****************,  
  
  We received your complaint from the Better Business Bureau on August 5, 2024, regarding a loan held at Patelco Credit Union under your name that is reporting as delinquent on your credit profile and requesting confirmation that this loan is yours.  
  
  Our records indicate that on September 6, 2022, an unsecured workout loan was established, consolidating three previous loan balances held under your name: your auto loan, debt consolidation loan, and Pure Mastercard credit card. Upon receiving your complaint, an Account Solutions Specialist spoke with you by phone on August 6, 2024, regarding the details of this loan. A copy of the modification loan agreement and your July 2024 statement was emailed to you on August 8, 2024, for your review. Additionally, emails containing your bank statements and Pure Mastercard credit card statements for August 2022 and September 2022 were sent by the same Account Solutions Specialist on August *******. These documents reflect the balances of your existing debts that were combined into this unsecured workout loan. For further assistance with the statements and loan agreement documents, please contact our Account ******************** directly at ***********************.  
  
  Our review determined that we have not received any mailed documentation mentioned in your complaint, nor have we received any written dispute of this loan from you. To enable Patelco Credit Union to investigate and for you to meet the dispute submission requirements under the **** Act and Fair Credit Reporting Act, please send a written notice to us at ******************************. This documentation should explain the basis for your dispute and include supporting evidence.  
  
  Sincerely, 

  *****************************;
  Senior Member Experience Specialist 
  

  
  

  Customer response

  08/19/2024

   
  Complaint: 22092663
  
  I am rejecting this response because: I originally stated that I didnt recognize this information and hat an account was appearing on my credit report. After speaking with an employee at Patelco, Im even more confused about what is going on. Instead of one account, now Im being told there was 3. Thats not possible and I believe that the info is incorrect. Also, the documents I received in my email were just statements from recent months showing balances. I dont know when these accounts were opened, how much they were originally, etc. I need to know the exact info so that I can dispute this properly. Its frustrating because this is damaging my credit score and ability to move but I cant even properly address it. I need to see the actual documentation regarding these 3 accounts so that I can dispute them because I know I dont owe on them. Seeing that there are 2 more accounts than I was originally told about lets me know that all the information patelco has about me is false. They dont even have the correct address listed on the documents sent to my email. *** never lived in ****** ca. I hope we can resolve this quickly because I know its wrong and think like there is some fraud going on.

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

  

  Business response

  08/23/2024

  August 23, 2024
  
  Dear ****************,

  
  We received your rebuttal on August 19, 2024, in response to our communication sent on August 15, 2024.

  
  To further assist you and clarify any questions you may have, please continue working with our ***************************** As mentioned in our previous response, you may contact them directly at ***********************. They can address any concerns you may have. 

  
  Sincerely,
  *********************************
  Senior Member Experience Specialist 

  Customer response

  08/23/2024

   
  Complaint: 22092663
  
  I am rejecting this response because: it doesnt address the issues regarding these accounts nor does it resolve them. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/26/2024 I deposited $1,340 into the Patelco *** in *****************, the machine kept making a whirling sound like it was thinking and took my funds without depositing anything to my account. I immediately knocked on the window, the security guard told me to hit cancel stating that my funds should come back out but nothing came out after hitting cancel. The machine printed out a paper, the screen advised an error message and to go inside the bank. The security guard placed a out of order sign on the *** machine. The teller created a claim for me stating that it was a placed as a RUSH and should be resolved ASAP. There are cameras, it should be easy to look at the footage and the *** count should be over by $1,340, it should not take long to place my deposit in my account so I can pay my credit card and car loan. I logged into my account 07/31/2024 and it states "We anticipate having your dispute resolved by 09/09/2024". That is utterly ridiculous and Patelco will not get another payment from me until my money they stole is placed into my account.

  

  Business response

  08/07/2024

  August 7, 2024 
  
  Dear ******************,  
  
  We received your complaint from the Better Business Bureau on July 31, 2024, regarding a $1340 cash deposit at a Patelco ATM which has been disputed after not being processed as expected.  

  
  Upon reviewing our records, we can confirm that your dispute was filed on July 26, 2024. To ensure you have access to your funds during our investigation, we credited a provisional amount of $1,340 to your Savings account on August 1, 2024. Notifications regarding these steps were sent to your registered email on the corresponding dates.  

  
  We understand the inconvenience caused when an ATM transaction does not go as expected. Please be assured that Patelco adheres to standard ATM dispute resolution guidelines as outlined in our Member Handbook. Your provisional credit was issued within the required timeframe, and we are diligently working to resolve this matter. Once the investigation has been completed, we will notify you via email with the final outcome. 

  
  We hope this provides further insight into your concerns. Thank you for allowing us the opportunity to serve you. 

  Sincerely,

  *****************************;
  Senior Member Experience Specialist  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a victim of the security breach with Patelco Credit union. My accounts are a mess. I am trying to go through and figure how bad the damage from the breach is. Without my consent, authorization, Patelco took money from my Savings account and put it into my checking account because it was overdrawn. I never set up overdraft so I did not authorize this action. They are refusing to put the funds back into my savings account and refusing to speak to me.

  

  Business response

  08/09/2024

  Dear ****************,

  Patelco Credit Union received your complaint from the Better Business Bureau on 7-29-24 regarding your accounts and a transfer Patelco completed. Upon receipt, we performed a thorough investigation, and the results are below.

  In your complaint you stated that Patelco, without consent or authorization, took money from your Savings account and put it into your Checking account because it was overdrawn, and that you had not previously set up overdraft protection. When you opened your account with **********************, you agreed to the terms and conditions outlined in our Member Handbook.According to these terms, Patelco has the ability to offset a negative account balance using funds from any Credit Union share in which you have ownership.

  On page 10 of our Member Handbook, it states the following:

  Your Consent to Our Right of Offset: If you become indebted to us for any reason, and you fail to pay what you owe us according to the terms of your agreements with us or upon our written demand, you agree that we can take any Credit Union shares in which you have an ownership interest, without notice to you, to collect all or part of what you owe us. This consent by you is in addition to our right to impose a lien on shares under ***** of the California Financial Code. Our exercising this right will not be an election of remedies and will not impair our rights to pursue any other remedies we may have against you. Your consent to our Right of Offset is not a pledge by you of any shares and does not affect your right to withdraw funds as long as you meet your obligations to us.

  On 7-25-24, your Interest Checking account was negative by $1,984.89. As a result, Patelco offset your negative balance from available funds in your checking. As of this letter's date, your Interest Checking is still negative $874.89. You also stated that Patelco Credit Union is refusing to speak to you about your account; however, our records indicate otherwise. On 7-29-24, you spoke to a team member in our **************************** regarding the status of your account. During this call, you informed us that you did not know how the balance on your Points Reward MasterCard had a balance of approximately $28k. The Account Solutions representative advised if you did not recognize the charges, you should proceed with filing a dispute. To date, no disputes have been filed. If you would still like to file a dispute, please contact Patelco at **********************. 

  During this same call, you asked that Patelco reverse the offset of funds from your Savings to Checking stating it was illegal for us to do this. We advised you that we were unable to reverse this transfer, and as a result, you asked to speak to a supervisor. The Account Solutions manager called you on this same day, but you have not returned his call. If you would still like to speak to him, please return the voicemail he left you on 7-29-24.

  ****************, Patelco is here to help you get back on track.On July 31st, Patelco began offering a Security Incident Emergency Loan. This loan is available to assist members with negative shares and bring your account back into good standing. Loan proceeds will be applied to the negative share account to offset the remaining balance owed. Please note, this loan cannot be used to pay off or reduce balances on loan products. To apply, please call our toll-free number, available 24/7, at *************.
  

  Thank you for allowing us the opportunity to review this matter further.
  
  Sincerely,
  *************************
  Director, Member Experience and Financial Wellbeing
  Patelco Credit Union
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear Patelco:I wish to bring serious accounting problem to your attention. On June 28 I requested ****** a brokerage firm to deposit $15,000 to my Patelco account *********. On that same day I learned your system had a shutdown and my deposit from ****** did not go through.But my Patelco account showed a -$15,000 instead of a positive $15,000. In addition after I contacted ****** , they said that it appeared as a debit of ******* from my Patelco account which was not possible and their records do not reflect that. Rather it appears the $15,000 was returned back to ****** but your company shows it mistakenly as a debit.Then to make matters worse, I asked ****** to deposit $16,000 to my Patelco checking account so I could pay my bills since you were down for 2 weeks and my bills were piling up. Instead of a positive $16,000 you took my money and substracted $15,000 from it thus pocketing the rest. Now I am short in my account again. I cannot believe a credit union like this company could have such poor accounting practices as to not correctly show what truly happened. I am considering bringing this matter to what regulatory body exists that governs against this type of gross accounting error. If it were manual accounting done ,you would see money being put in and then if it was returned due to a system error it would be recorded as a big fat zero ,not a negative deposit or minus. And then instead of correcting that type of error you made it worse by pocketing money that should be recorded as a full deposit , not subtract through your faulty accounting system.If you have a representative that truly can solve and clean up this accounting mistake, I would love to meet that person with my evidence.I hope I get a response instead of the robotic responses I get in my emails.Thanks ********************* ******************** As of late it close to a month and this matter has been resolved. It appears Patelco doesnt believe me? Yet they have not chosen to meet with me.

  

  Business response

  08/09/2024

  Dear **********, 

  Thank you for speaking with me today and confirming there was no error. We will now close this complaint with the BBB. 

  Please don't hesitate to contact me directly if you have any questions or concerns. 

  Warm Regards, 

  *************************

  Director, Member Experience and Financial Wellbeing

  Patelco Credit Union

  Customer response

  08/10/2024

  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,
  
  *********************

*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. ↩