ComplaintsforPatelco Credit Union

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Patelco Credit Union had a major security breach just before July 1st this year. As a consequence of their cyber attack I have had fraudulent charges on a credit card, which I was alerted to on July 4th, just 4 days after Patelco let their members know they were hacked. And because of these fraudulent charges which were charges through my Apple account, I looked via ****** for an Apple Fraud phone number and ended up talking to some scammers! Insane! They acted like they worked for Apple and they fed me a bunch of lies and deceit which I kept questioning, but they caught me at a vulnerable moment, half asleep and trying to get all of this fraudulent stuff figured out and they swindled me and I was a victim of this gift card scam that is going around that I knew nothing of. And they posed as Apple on ****** with a phone number to fraudulently take money via this gift card scam. I figured it out a bit too late and now the stupid credit union were all of my info. was hacked and shared is telling me I can not dispute these fraudulent gift cards because I purchased them. HUH?!!! What a scam everywhere! I have filed a police report about all of this! I am furious about it all and I want it resolved! I do not believe I should have to pay for these fraudulent gift cards after Patelco Credit Union was hacked and then all of a sudden I am getting fraud alerts from one of my credit cards and I fall victim to scammers that had me believing their thievery until I stopped and hung upon them! This is not ok, it is not fair and I work my **** off for every single dollar I earn! Patelco Credit Union needs to dispute these charges and take ownership to their negligence of being hacked and putting every members identity at risk!

  

  Business response

  07/23/2024

  July 23, 2024

   

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

  We received your complaint from the Better Business Bureau on July 18, 2024, regarding unauthorized transactions posted to your credit card which you claim to be a result of the security incident that took place on June 29, 2024.
  In regard to your information being impacted, the investigation is ongoing and in its early stages. Were committed to providing transparent and frequent updates as we learn more information. If we discover that your information was impacted as a result of this incident, we will notify you directly.

  Our records also indicate that a card claim has not been filed. In order for Patelco to open an investigation, we will need to proceed with filing disputes on the charges you claim to be fraud. You may do so via your online banking, calling our ********************** or visiting your local branch. 

  Sincerely,

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

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two weeks ago Patelco branch experienced a massive security incident that required the bank to shut down all transactions, including balance inquiries and editing or stopping ACH payments. Currently, my direct deposit might or might not have gotten into the bank, and I cannot access my account to withdraw funds to open another account. I've banked with Patelco for years (at least 15) and I am extremely disappointed about the lack of communication. I'm also not able to withdraw my money and take it to a new bank. Essentially I'm being forced to continue with Patelco since I'm not able to access the full amount of funds, and we have no update on when we will be able to. I do not know what to do at this point.

  

  Business response

  07/25/2024

  July 25, 2024 

  Dear **************, 

  We received your complaint from the Better Business Bureau on July 15, 2024. Regarding our security incident.

  We know this cyber-attack has impacted the trust that you have in Patelco. Immediately after detecting the incident, Patelco took swift action to contain it by shutting down our systems. We brought in leading cybersecurity experts to assess and work to resolve the situation as quickly as possible. 

  During the system outage, ongoing communication and updates were and continue to be provided via emails from our CEO and our dedicated webpage (www.patelco.org/securityupdate). The webpage provides up-to-date information and documents what is currently available, what is limited and what is unavailable while we work to bring our systems back up safely.  

  We are pleased to share that most services for members are now available. As of Monday, July 15, most of our systems are back up and running. This includes access to your account, balance, and the ability to move money via online banking, the Mobile App, and Patelco branches.  

  While we do not have a specific timeline, please know that we are following a strategic, multi-step process in order to fully restore our services so that we are operating as business as usual soon. We will continue to send our members regular updates on our restoration status via email, and will continue to update our dedicated incident update webpage. 

  Should you have any questions or concerns related to this security incident, weve also established a new hotline specifically to help you work through issues caused by this outage, such as fees, late payments, or delayed transactions. Call?************?and then press?#?when you get to the main menu, and then enter?3030; available 8am 6pm PT weekdays. 

  We do hope you reconsider the closure of your account; we would be very disappointed to lose you or any other member as a result of this issue we are trying so hard to resolve. Before you make your decision, we would like you to know that our members continue to remain our focus throughout our response to this incident.  

  Thank you for your understanding and patience during this extremely challenging time. 

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

  
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Patelco Credit Union shut down due to cyber attack.They refuse:- Online account access - Confirm account balances - Transfer MY MONEY out of Patelco - Share what personal information was stolen during cyber attack Steps taken:Complaint with NCUA - refused Multiple calls to customer service - no result Letter to Customer Experience - no result ********************************** and *****************************************)Letter to CEO ********************* - no reply/result. **********************************

  

  Business response

  07/15/2024

  July 15, 2024

  Dear Mr. ****************** have received your complaint to the Better Business Bureau.  Please refer to our email sent on July 15,2024, and continue to review our dedicated website at www.patelco.org/securityupdate for future updates.
  
  Sincerely,
  ***************************
  Senior Member Experience Specialist

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 29, 2024 I tried logging into my account and couldnt no explanation why I couldnt. The following day I received an email stating that Patelco had been hacked. Due to this issue I am late on bills and have received late fees. Ive been with the bank for three years no issues but now my personal information has been leaked and no way to withdrawal funds due to bank hours being closed when I get off. This is a huge inconvenience and headache and my Bo is sky high because of this. Its unfair and not right. How can this get fixed?

  

  Business response

  07/16/2024

  Dear *************************, 

  We received your complaint from the Better Business Bureau on July 11, 2024, regarding the security incident.

  As of July 15, most of our systems are back up and running. This includes access to your account, balance,and the ability to move money via online banking, the Mobile App, and Patelco branches.  Please be assured that we expect to make the remaining services available in the coming days as part of our multi-step plan to full restoration.

  During the period of our security incident, multiple communications were sent to members via email providing information on ways members still had access to their funds and the functionality available on how to pay bills. As part of our ongoing communication,an email was sent by our CEO, *********************, on July 13th that provides further details of what to expect now that we have restored most functionality

  Additionally, were removing most of our fees for July and August automatically and reimbursing many third-party fees related to late payments on other bills caused by this security incident.  To learn more on how to request a fee reimbursement you incurred, please visit our dedicated webpage: (www.patelco.org/securityupdate).

  Please know the investigation into this incident is ongoing. Were committed to providing transparent and frequent updates to our membership through email communications as well as our dedicated webpage as we learn more information. If we discover that your information was impacted as a result of this incident, we will notify you directly.

  We have also created a dedicated Security Incident hotline to help assist and make things easier for members.  They are available 8am to 6pm Monday-Friday.  To contact them, please call ************, press # during the main menu and then 3030.

  We sincerely apologize for the disruption that this cyber-attack has caused you and our members. We appreciate your patience, understanding and most of all your membership. We are here to support you through this challenging time and appreciate your continued support. 

  
  Sincerely,

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

  Senior Member Experience Specialist 

  Customer response

  07/17/2024

  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

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After Patelco Credit Union experienced a "serious security incident" on 06/29/2024, they have stopped providing online access, mobile access, or even any account balances via any communication means (chat, phone, in-person at a branch, etc.), to their members. In addition, Patelco appears to maintain radio silence about the true progress of their investigation and about even an approximate ETR. This is unacceptable and inexcusable.

  

  Business response

  07/16/2024

  July 16, 2024

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

  We received your complaint from the Better Business Bureau on July 11, 2024, regarding the security incident.

  As of July 15, most of our systems are back up and running. This includes access to your account, balance, and the ability to move money via online banking, the Mobile App, and Patelco branches.  Please be assured that we expect to make the remaining services available in the coming days as part of our multi-step plan to full restoration.

  During the period of our security incident, multiple communications were sent to members via email providing information on ways members still had access to their funds and the functionality available on how to pay bills. As part of our ongoing communication, an email was sent by our CEO, *********************, on July 13th that provides further details of what to expect now that we have restored most functionality.

  We are working on eStatement access and will contact members soon. We dont know the date when this will be available in online banking. However, all members can expect to receive a printed account statement (during the month of July) for the month of June, which will include transactions from June 1 July 15. After that, Patelco will work on statements for July 16 31; were presently working on the details of delivery for these statements.
  
  Additionally, were removing most of our fees for July and August automatically and reimbursing many third-party fees related to late payments on other bills caused by this security incident.  To learn more on how to request a fee reimbursement you incurred, please visit our dedicated webpage: (www.patelco.org/securityupdate).

  Please know the investigation into this incident is ongoing. Were committed to providing transparent and frequent updates to our membership through email communications as well as our dedicated webpage (www.patelco.org/securityupdate) as we learn more information. If we discover that your information was impacted as a result of this incident, we will notify you directly.

  We have also created a dedicated Security Incident hotline to help assist and make things easier for members.  They are available 8am to 6pm Monday-Friday.  To contact them, please call ************, press # during the main menu and then 3030.

  We sincerely apologize for the disruption that this cyber-attack has caused you and our members. We truly do appreciate your membership, your patience and most importantly, your support during this time.

  Sincerely,

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

  Senior Member Experience Specialist

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since 6/29/2024 Patelco credit union wont let me access my money or provide my account balance.

  

  Business response

  07/15/2024

  July 15, 2024
  
  Dear ******************,
  
  We received your complaint from the Better Business Bureau on July 10, 2024 regarding the security incident.

  As of today, July 15, most of our systems are back up and running. This includes access to your account, balance, and the ability to move money via online banking, the Mobile App, and Patelco branches.  Please be assured that we expect to make the remaining services available in the coming days as part of our multi-step plan to full restoration.

  An email was sent by our CEO, *********************, on July 13th that provides further details of what to expect now that we have restored most functionality.  Additionally, we have created a dedicated Security Incident hotline to help assist and make things easier for members.  They are available 8am to 6pm Monday-Friday.  To contact them, please call ************, press # during the main menu and then 3030.

  For future updates, continue to refer to our email communications as well as our dedicated webpage: www.patelco.org/securityupdate.

  We sincerely apologize for the inconvenience that this cyber-attack has caused for our members. We truly do appreciate your membership, your patience and most importantly, your support during this time.

  
  Sincerely,

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

• Initial Complaint

  07/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filled out a loan application and I got denied due to my my credit on my Experian how did you run a credit check with my credit file frozen

  

  Business response

  07/22/2024

  July 22, 2024

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

  
  We received your complaint from the Better Business Bureau on July 8,2024, regarding a denied loan application.  Upon receipt, a review of the credit application was completed, and the outcome is as follows:

  
  Our records indicate you submitted a Personal Loan application through our website on July 7, 2024, and noted this was for business purposes.  Patelco does not currently offer personal loans for business; therefore, the application was declined.  As a result of the credit freeze you had set up, no credit report pull was completed.

  
  Thank you for providing us with the opportunity to review this matter.

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

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I became a patelco credit union member in 2023 in May of 30 of 2024 patelco credit union bank sent me a email stating that if I wanted to continue with my application for membership that I would have to go in person to a branch and provide and id social security card proof of address which don't make no sense since I did all that when I opened my account in 2023 well they restricted my account didn't expect my ID nor my employer requesting for my direct deposit back because I couldn't touch my money they denied my employer the ability to do that now I'm getting evicted about to lose my job all because they did this this bank is the worst ever I'm talking them to court because they refuse to close my account and want to keep my money

  

  Business response

  07/23/2024

  July 23, 2024

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

  We received your complaint from the Better Business Bureau on July 8, 2024. Upon receipt, an investigation was completed, and the outcome is as follows:

  Our records indicate a Patelco membership application was submitted online on 1/28/2024 for 2 *************** accounts using a CA Drivers License number ending in 5561. However, an application for an additional *************** was submitted online on 3/1/2024 and another for a Free Checking on 3/2/2024 using a Drivers License number that mismatched your previous application.

  On 5/25/2024, you made a $412.50 mobile deposit with a check payable to a third party, ****** Szutu, who is not listed on your account. Most of these funds were used upon an ATM withdrawal and various purchases this same day.  The following day, on 5/26/2024, you completed another mobile deposit for a $2146.52 with a check payable to a third-party,************************* Funeral Home. This activity triggered a fraud alert, and a review of these recent mobile deposits were conducted.  Both deposits were reversed from your Free Checking account ending in suffix 10 on 5/28/2024 and led to a negative $329.50 balance. 

  Due to the conflicting identifying information used during your application process and the third-party deposits, a restriction was placed on your membership on 5/28/2024.  A Fraud Prevention Analyst sent you an email on 5/29/2024 notifying you that you must present specific identity-verification documents in person at a branch for you to be able to continue using your Patelco membership.  These documents included your State/Federal ID, SSN card, and proof of residence. 

  In response to the email sent from Patelcos Fraud Prevention Analyst, you visited a Patelco Branch to provide documents. During this visit, you presented a CA Drivers license image stored on your mobile device that was not a match to either CA Drivers Licenses input in your January and March 2024 applications. You also provided a Social Security card and a PG&E bill for proof of residence.  The team member who assisted you advised you that your physical CA Drivers license would need to be provided in lieu of the image presented on your phone.  You returned later that day with a US Permanent Residency Card.  

  All the identifying documents were provided to our Fraud Prevention team, and it was confirmed these documents provided were inauthentic.  You were advised that the documents you presented were not sufficient to verify your identity, and the account would remain restricted. 

  On 5/30/2024, a direct deposit from Caymus Vineyards in the amount of $1607.87 was received and posted by Patelco Credit Union. Once you were advised that your identifying documentation was not sufficient, you requested Patelco to return the direct deposit in the amount of $1607.87 to Caymus Vineyards.  This request was denied because you were unable to positively confirm your identity. 

  ************, we regret to hear about your hardships as a result of the inability to access your direct deposit; however, we have provided you with clear instructions on how to resolve this situation. If you are unable to provide authentic documents proving your identity, we would recommend you work with your employer to request the return of your direct deposit. For Patelco Credit Union to return the remaining funds from the direct deposit, Caymus Vineyards must provide us with an Indemnity Agreement requesting the return of funds. As of the date of this letter, I have provided a form to Caymus Vineyards to complete.

  Alternatively, Caymus Vineyards can put the following information in an email request and Patelco Credit Union will mail a check directly to them based on the instructions provided.
  1.)Date of Deposit
  2.)Amount of Deposit
  3.)Name of Account ************************
  4.)Account # where deposit was sent to
  ******** name and address of where the check should be sent with the reason.

  The email should be sent directly from Caymus Vineyards to **************************************.

  Thank you for the opportunity to address this matter with you.
  *************************
  Director, Member Experience and Financial Well-Being

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to make a payment for my loans and credit card. I have nit been able to access my account ******** mobile app or the *** or the branch itself. How am I supposed to post payment if I CANNOT access my accounts?

  

  Business response

  07/11/2024

  Good afternoon, *************************, 

  Thank you for reaching out and sharing your concerns during this challenging time. We deeply regret the difficulties youre experiencing due to this ransomware attack. Rest assured, we are here to support you and all of our members as we work to bring our systems back online safely.

  Based on the information I can access, your Passage Rewards Mastercard is not due until July 15, 2024, and your Personal Loan is not due until July 20, 2024. Each of these loans comes with a 10-day grace ******* It appears both loans are paid via an external transfer (ACH). These types of payments are being posted, so you should expect to see those debits from your other financial institution early next week. If you decide you would like to make a check payment, the branches are able to accept checks for loan payments. 
  

  I would also like to share some good news with you. We have recently stabilized our network and have begun processing transactions.Once this process is complete, and we achieve full banking functionality,members will be able to access their account balance and accounts as they typically would under normal circumstances. I cant share the exact date yet,but we are continuing to march diligently forward to full restoration. Continue to check our website dedicated to the security incident at: *************************************************** where we will share the announcement when systems are restored.

  We recognize the position our members are in and appreciate your patience and understanding as we prioritize our members through this difficult time.

  Warm Regards, 

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

  Director of Member Experience

  Patelco Credit Union

  Customer response

  07/11/2024

  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

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cant check my balances in my bank. Nobody can look up my balance! We are not able to check or see our numbers (money/balances) going on day 5! Its crazy. Over half a million people cant see their money at all, or call. Not even the bank can retrieve our balances!

  

  Business response

  07/08/2024

  Dear Ms. *************************************************************** is in receipt of your complaint to the BBB. We appreciate the feedback you have provided and want to thank you for being a member with Patelco Credit Union. 

  As you are probably now aware, on June 29, 2024, Patelco experienced a cybersecurity incident, which we have now confirmed (July 1) was a ransomware attack. Unfortunately, this incident required us to proactively shut down some of our day-to-day banking systems in order to contain and remediate the issue. 

  Please know that we have engaged a leading third-party cybersecurity forensic firm to help us to investigate and recover as quickly as possible. Please know that our team and third-party partners are working around the clock to get us back up and running, which will allow you to see your balances. We are committed to providing transparent and frequent updates to the best of our ability. 

  ******************, we sincerely apologize for the stress and disruption this cyber-attack has caused for you and our members. We truly appreciate your patience and support during this difficult time. 

  For the most recent updates, please visit our Security Incident Update page at patelco.org. 

  Warm Regards, 

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

  Director of Member Experience and Financial Wellbeing

  Patelco Credit Union

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

*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. ↩