ComplaintsforPatelco Credit Union

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I had a $36,000 check to deposit and I needed that money to go in cash to a gentleman that I owed money to rent , play not to the branch in my hometown Antioch California they were well aware that I need to take all the money out and pay it forward to my landlord I put the check in they held it for seven days which point they said it would be available the 19th which is today I told him I will need to make sure that all of it is available so can we go ahead and make sure that they have the funds available to take care of it they said yes I show up today to get it and they are only allowing me 5000 so that they can make an appointment so I can come back in a week and I can pick it up or they can write me a check or you kidding me they're putting notes in the computer to disallow me to take money out of other branches it's a outright attack on me and discrimination it's not OK there's not very businesslike where is the professional or excusable also they were not supposed to be reporting late charges on my loan payments because of the pandemic there's a executive order that was passed that stated that and when you turn in a hardship letter and it is true incorrect like mine was they're supposed to remove those off your credit they have not remove them leave added more of them it's not OK I need to check the shelves and start helping the people in before the people like they say they are in instead of trying to ruin peoples lives or make things hard for people unbelievable

  

  Business response

  07/27/2023

  July 27, 2023
  
  Dear Mr. *******,
  
  We received your complaint from the Better Business Bureau on 7/20/2023 regarding a check deposit.  A review of the events that took place was conducted, and the outcome is below:

  On 7/12/2023, you visited the Brentwood Patelco Branch to cash a check for $36,200.  The representative you spoke with explained to you that we would not be able to do so, and she advised you of the charge-off status and loan delinquencies of your account. 

  The next day, you visited the same location with your father to inquire if we could negotiate the check against his Patelco account as a third-party deposit or be added as joint to his account.  The Branch Manager advised you that this would not be possible due to the amount of the check and the status of your individual membership.  However, the Branch Manager uncovered you had an open Money Market Select account that was still active, so the check was deposited into this share.  The hold information was provided to you verbally and reflected on the receipt you obtained upon completing the deposit. 

  On 7/19/2023, you visited the Brentwood Branch and requested to withdrawal the $36,200 in cash since the funds were made available this day.  The representative who spoke to you explained that there is a $5,000 daily cash limit and withdrawals of that amount need to be specially ordered.  This information is provided to all our members on page 13 of our Member Handbook, effective July 1, 2021, titled “Deposits and Withdrawals” which states:

  Withdrawals by cash are limited to availability of cash, and may be limited to Credit Union branch cash policy, which is up to $5,000 per member per day. For security reasons, members who wish to withdraw more than $5,000 in currency in a single day must submit a request to a branch manager. All larger cash withdrawal requests are subject to approval by Patelco.

  The representative offered to set up an appointment later that week to complete the full withdrawal.  Upon further review, the Assistant Branch Manager approved an exception to the daily withdrawal limit, and you were able to complete a $10,000 withdrawal.

  On 7/20/2023, you returned to the Brentwood Branch to request the remainder of the check, which was $21,200, to be withdrawn in cash. Once again, it was explained that there is a daily cash withdrawal limit by the Branch Manager. He offered an Official Check withdrawal instead, which you declined. A $5,000 withdrawal was completed per the daily withdrawal limit. Later this day, an exception to the daily withdrawal limit was granted by Concord Branch leadership, and you were able to complete another $15,000 withdrawal.

  In your complaint, you also reference Patelco reporting late payments on your loans which you claim was against an executive order that was passed during the COVID pandemic.  The executive order, the CARES Act filed in 2020, states that if a consumer received an accommodation for a loan because they are affected by the coronavirus pandemic, and if they were current on the account before they received the accommodation, the loan provider must continue to report your account as current. 

  Our records indicate that COVID payment deferrals were set up as an accommodation for you (deferments were processed on 12/28/2020, 4/23/2021, 11/8/2021 and 3/10/2022 for 3 months each) and reported to the credit bureaus as current in accordance with the CARES Act. Once the deferrals ended, Patelco was required to revert back to traditional reporting. However, should you still be encountering financial hardship, Patelco is here to help find possible options to assist you during this time.   If this is the case, please contact our Account Solutions department at 800-358-8228 ext. 1444 to speak to a representative.

  We hope this provides further insight and thank you for allowing us to look into this matter for you. 

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

  
  

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because, So would you do copy and paste all that from the computer good for you anyway that's not what the complaint was about. The complaint is about you marking my credit report for delinquent payments that were related to COVID-19. There was a specific executive order put out on that regard that if you were experiencing hardship and you got a deferment and wrote them a letter that they would not negatively affect your credit which you guys have done so regardless of how you want to tell me about money that's mine that I want to pull out and how you think that I can be "" can be limited, depending on what you have available on hand you have plenty on hand you just feel like being a ass and making my life difficult because you're jealous because you are not in a good state of mind I am, so I'm not gonna allow you to change my day in my mood, but you need to remove the negative marks on my credit report, because that is the law executive order passed by Governor Gavin Newsom thank you next time don't just read stuff off the computer because you spent a whole heck of a lot of time on I didn't you buddy well patelco is a member run bench and I am a member and regardless, if I was scammed by some lowlife and you guys cash a check and then honor it. It's not my fault I don't have a check cashing machine I don't have a way to check them you do so you should've cashed it. But you did and then you wanna hold me liable because you guys don't know what you're doing OK thank you thanks are the ones that issue these checks you should be responsible for checking or checks or stop the checks and let me use my cash in this whenever happens you know but now people like you want to hold back money that doesn't belong to them when it belongs to me ultimately, I was gonna close my account I did now, so I'm done with you guys until my lungs are gone. I am out of there and I will take my business elsewhere, because I don't wanna be treated like this. This is unfair because one of the biggest credit unions around been around the longest you should treat members with respect specially. But that seems to be the new order around this California that peoples money can be rude negligent lack integrity, and honor and think that it's cool and fun and it's OK it's not OK grow up think about your kids. Thank you.
  
  P.s 
  The way it actually happened was as I called in advance. That's right, I called in advance two hours if I showed up and asked if you guys had enough cash on hand if you could cash that check and you said no problem but then when I get there, you guys started retaliating against me because there is a bad check in my account that I had nothing to do with. It wasn't my fault, and because your government decided to produce a fake pandemic and stop me from working all the way from making 200,000 a year maybe 25,000  dollars a year Only because I created a business to stay afloat and on top and that's how this happened so get your facts straight. Don't tell me to come down if you have the money if you're just gonna retaliate against me and act like you don't wanna get there because you don't like me , i didnt join to make freiends . I joined To improve my credit and secure my future and you guys have marked my accounts when it's deep lost signal states you're not supposed to do that especially when there has been a hardship letter produced, and I produce three of them and proved it. Everything of mine was gone taken gone everything savings everything, so what do you think about that what you're doing I have three children. You should be ashamed of yourself.
  
  Sincerely,
  
  ***** *******

  

  Business response

  08/03/2023

  August 3, 2023
  
  Dear Mr. *******,
  
  We received your rebuttal on 7/31/2023 to our response sent to the Better Business Bureau on 7/27/2023. In your rebuttal, you state your complaint is regarding Patelco reporting delinquent payments on your credit report and that Patelco did not follow an executive order that was filed.

  In our previous response, we explained the requirements of the CARES Act filed in 2020 as a result of the COVID-19 pandemic but is no longer in effect.  To further clarify, the law prohibited financial institutions from negatively reporting if the consumer requested a payment accommodation such as forbearance, deferrals or a loan modification, and the account was in good standing.  The financial institution was required to report the loan as current only while the accommodation was in place. 

  Patelco is required to report accurately to the credit bureaus under applicable laws, rules and regulations. Our records indicate that payment deferrals were processed for you on 12/28/2020, 4/23/2021, 11/8/2021 and 3/10/2022, each deferring 3 months of payments.  During each of these deferrals, Patelco reported your accounts as current. After each accommodation ended, we were then required to return to standard reporting requirements.

  Based on the information above, Patelco complied with all requirements of the CARES Act. Therefore, we are unable to remove the valid delinquencies reported to your credit report.

  Mr. *******, please understand that Patelco does care about all of our members’ financial wellbeing and have many resources available.  One of these options we recommend for you is to meet with one of our Certified Financial Specialists to create a financial path to rebuild credit and offer personalized solutions to improve your financial journey.  To learn more about these options, please visit ***************************************************************  

  Sincerely,

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

  
  

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Putting rfid in cards, unwanted and massive security and privacy flaw.

  

  Business response

  07/11/2023

  July 11, 2023
  
  Dear MT,

  We received your complaint from the Better Business Bureau on 7/2/2023 regarding Patelco offering cards containing Radio Frequency Identification (****) technology.

  Patelco adopted this technology in July 2022 after thorough research.  At Patelco, we take data privacy and security seriously, so we continue to invest in the most advanced payment technologies that provide the best experience for members financial well-being. 

  **** uses radio frequencies to allow members to complete contactless transactions by tapping or waving the card at a card reader or ATM.  We are aware there are concerns regarding the potential for these cards to be compromised.  This type of fraud is uncommon due to how these cards transmit information and what information is shared.  Like the *** chip, the **** generates a new,one-time code to complete each transaction. A fraudster would need to be in very close proximity with a card reader and no barriers in order to obtain any card information.  This makes it more difficult for the card to be compromised. Therefore, **** cards are considered as safe as *** chipped cards and some of the most secure cards at our disposal.

  However, we wanted to bring additional resources to prevent and deter fraud, while also providing peace of mind should you have further concerns:

  - There are many products on the market that you can purchase, such as sleeves or wallets that claim **** protection. 

  - You have the ability to set up mobile transaction alerts and notifications for all of your accounts on our website www.patelco.org.  To set this up, please log into your online banking and visit *************** under the **** Services tab.

  - Make sure you have a strong password for your online accounts (and to avoid saving your password on websites, in particular). If youre worried about losing your password or forgetting it, you can take advantage of a password management app like Dashlane or LastPass.

  - Make sure youre taking the time to review your account history and ********************** report. These tools document activity on your accounts and give you a clear picture of how your card is being used and what youre being charged for.  You can obtain a credit report annually for each of the three credit bureaus by visiting www.annualcreditreport.com. Additionally, should you notice any unauthorized card activity online or on your periodic statement, Patelco offers a convenient dispute process either online, over the phone, or in person at a branch. 

  We also wanted to mention Patelco offers non-debit, ATM-only cards that does not have a chip or **** technology. Please contact us at ************ or visit a local branch to have one created and mailed to you if you prefer this option.

  Thank you for the opportunity to review this matter with you.  We hope this provides more clarity and insight.

  Sincerely,

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

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 29, 2023 I opened an account and submitting all necessary documents for identity verification. April 7, 2023 a mobile deposit was made and on April 10, 2023, I received an email that an extended hold would be placed on the deposit because Patelco was "Unable to verify collectability of funds." According to the email, the availability of funds would be on April 18, 2023. Since receiving the email, my account has been restricted and I have had no access to my account. The deposit has cleared and has remained in my account. On April 20, 2023, I sent an email to the same representative stating the following:"I received this email from you and I have not received any other notifications.I am able to see my balance but am unable to log into my account. Can you please let me know what the restriction is for on my account and what I need to do to remove it please. I don't have a debit card or a pin so I am unable to access my account in any other way."I did not receive a response and again I sent an email on April 26, 2023 stating "I have not received an response to my previous correspondence. How long is the restriction that has been placed on my account and why was it placed?Please let me know."I received this response same day: "A notice was sent to you via the email on file on 4/10/23 and again on 4/25/23 for Identity verification. The account is on hold pending confirmation of identity inside a Patelco ************** Once this has been completed the flag hold will be lifted."Confirmation of my identity had already been verified and as I told 2 representatives, I physically am unable to go into any branch due to my health. I was told I would receive a call back and have yet to receive any notifications or calls, but I have received a monthly statement showing the same amount still remains in my account. At this point, I want my account closed and can't even do that because I can't send a secure message because I can't log into my account!

  

  Business response

  05/31/2023

  May 31, 2023 

  Dear ********************, 

  We received your complaint from the Better Business Bureau on 5/22/2023 regarding a recent account you opened online that has been restricted and an extended hold placed on a mobile deposit.  A review of the activity surrounding your claim was conducted.  The outcome is as follows: 

  On 3/29/2023, you submitted 2 applications via our online channel: one for a Checking account that was abandoned and one for a Savings account that was automatically opened by our system. 

  On 3/30/2023, you established online banking credentials for your new Savings account.

  On 4/7/2023, you deposited a $2500 credit card check from ************* of ******** via our mobile deposit channel.  Shortly after this mobile deposit took place, the contact number listed on the account was changed online. 

  On 4/8/2023, you completed a $300 Zelle transfer to another account under your name. 

  On 4/10/2023, our Fraud Prevention team received an alert regarding the recent account changes. A review of your new account activity and the mobile deposit performed on 4/7/2023 was completed. Due to the recent phone number change on your account and issues with the mobile deposit, further verification of your identity and the validity of the check was needed. As a result, the account was restricted, and an extended hold was placed on the check. Email notifications were sent to you requesting specific documentation to be brought to a branch for verification and to make you aware of the extended hold.  

  On 4/20/2023, a follow up email was sent to you after we had not received the documents we requested. In your complaint, you mentioned that you had spoken to 2 Patelco representatives stating you were unable to visit a branch due to health reasons. We were unable to locate any record of these conversations taking place. To date, these documents have not been provided, and the account remains restricted. 

  ********************, we want to make you aware that as part of our investigation, we contacted ************* of ********. One of their Internal Investigators has confirmed with our Fraud Prevention team that the check for $2500 that was deposited via mobile deposit on 4/7/2023 was stolen and forged. Therefore,the remaining funds in the account have been returned to the makers bank. You should contact the maker of the check you deposited to the new Patelco account for further information or arrangements for alternative payment if your contention is the check deposit was valid and authorized.

  We hope this provides insight into Patelcos actions and our decision to revoke access to this membership. We thank you for the opportunity to investigate this matter.  

  Sincerely, 

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

  
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has repeatedly denied my dispute concerning the fraudulent use of my credit card. It has recorded that charges occurred on my credit card at a time when it was closed. They refuse to address the fact that the card was closed when these charges were made. And have denied my legitimate dispute of the charges.

  

  Business response

  03/15/2023

  March 15, 2023 
  
  
  Dear ****************, 
  
  
  We received your complaint from the Better Business Bureau on March 7, 2023, regarding the denial of the card claim you had filed.  Upon receipt, a thorough investigation was completed. The outcome is below: 
  
  On 1/13/2023: You visited our Fremont Branch and requested to have one replacement debit card printed. The branch provided you an instant issued debit card ending in ****. It was confirmed through our research that the credit card ending in **** remained open.
  
  On 1/17/2023: You informed our ********************* that your wallet containing your Patelco credit card was stolen on 1/12/2023 and filed a dispute for 5 transactions completed on 1/13/2023 using the open credit card ending in **** and totaling $249.20. Confirmation of this dispute was sent to your email on file.
  
  On 1/24/2023 a follow-up email was sent informing you that a pending $36.50 ********** transaction included in your dispute did not post to the account and therefore, this transaction would be omitted from the dispute.
  
  On 1/30/2023: Your claim was denied, and a Denial Notice was emailed explaining the reason as: There was not true fraud or there is no fraud pattern found for the transactions in question.
  
  
  In all disputes filed by our members,Patelcos ********************* conducts a fair and comprehensive investigation. During your dispute investigation, we uncovered: 
  
  - All disputed transactions were authorized by the **** and took place on 1/13/2023 which was after you stated your wallet had been stolen on 1/12/2023.
  
  - On 1/17/2023, you confirmed with our ********************* that the charge from Harbor Freight Tools for $14.30 on 1/13/2023 was a valid transaction. This transaction was authorized after you reported your wallet was stolen.  
  
  - You included a transaction for the merchant, The Bicycle Garage PGS in your 1/17/2023 dispute.  We learned through your previous and current card history that you regularly conduct business with this merchant and that this specific    transaction was valid.  This was confirmed by speaking with the merchant directly and obtaining a copy of the receipt.
  
  
  
  
  It was determined through the initial dispute investigation that the transactions were not true fraud, and all charges were valid. Patelco researched your denied claim once again during the investigation of your complaint and made the same conclusion. Therefore, the decision to deny your claim remains the same. Patelco does not agree that we did a poor investigation, and the attention to this matter did not differ from our standard practices. 
  
  
  Considering the facts outlined, we advise all further attempts for recovery be resolved through the merchants directly. We hope this provides more insight into dispute eligibility for any future transactions. ? 
  
  
  Thank you for the opportunity to address this matter with you.  
  
  
  Sincerely,? 
  
  ***************************? 
  Senior Member Experience Specialist? 
  
  
  

  Customer response

  03/16/2023

   
  Complaint: 19549370
  
  I am rejecting this response because: My local Patelco branch at *************************************************. *****; did verify that they had closed my both my debit card and credit card on the same date 01/13 2023. 

  I do hold Patelco responsible for closing both cards on 01/13/2023 as my local branch did verify to me that both cards were closed on this date. 

  I do not accept that only one card was closed on this date because I recieved extensive verbal confirmation that the credit card was closed as well as the debit card. 

  There is no mistake because I did it separately. I walked out of the Patelco office in ******* **. For five minutes before remembering the credit card needed to be closed. I walked back in to close the credit card account seperately from my trip to close the debit card account at five minute interval.

  I do hold Patelco responsible to fix this based on local branch verbal verification of the effective date 01/13/2023.

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

  

  Business response

  03/23/2023

  
  March 23, 2023
  
  
  Dear ****************,
  
  
  We received your rebuttal to our Better Business Bureau response on 3/16/2023.  We have reviewed your statement and would like to add further clarification surrounding our decision to deny your claim.  A more detailed timeline of the Pure Mastercard credit card transactions included in your claim and your activity are as follows: 
  
  
  1/13/2023 at 11:23am: A QuikStop transaction for $11.13 was authorized using the **** and posted to your account on 1/15/2023.For transactions to be authorized via ****, the physical card needs to be present at the time of the transaction.
  
  1/13/2023 at 11:25am: Another QuikStop transaction for $5.10 was authorized using the **** and posted to your account on 1/15/2023. 
  
  1/13/2023 at 12:00pm: A Harbor Freight Tools transaction for $14.30 was authorized using the **** and posted to your account on 1/15/2023. You confirmed this charge was valid when calling our ********************* on 1/17/2023. 
  
  1/13/2023 at 1:33pm: An Olive ****** transaction for $50.00 was authorized using the **** and posted to your account on 1/16/2023. 
  
  1/13/2023 at 3:15pm: A transaction for The Bicycle Garage PGS for $182.97 was authorized using the **** and was confirmed valid by the merchant directly who also provided the corresponding receipt. This transaction was posted to your account on 1/16/2023.
  
  1/13/2023 at 4:22pm: A ********** transaction for $36.50 was authorized for a partial amount, but never posted to the account.  Confirmation that this transaction would be omitted from your complaint was sent via email. 
  
  1/13/2023 at 5:18pm: Your debit card ending in ****************************************************** **** was printed at the Fremont location. 
  
  1/13/2023 at 5:48pm: You returned back to our Fremont branch to report your Mastercard Pure Credit **** ending in **** was also missing and you requested that we close this card. Due to a processing error, this card was not closed during this visit. This card was eventually closed on 1/17/23; however, no additional transactions were authorized on this card after 4:22pm on 1/13/23.
  
  1/17/2023: Based on the pulled recorded call with our *********************, you advised the agent assisting you that your wallet was last seen at around 10:00pm on 1/12/2023 and that you noticed it missing when you woke up the next morning.  You also stated that you went to the local branch immediately after you realized it was missing on 1/13/2023. Our records indicate that no further contact took place until your visit at around 5:18pm, and all transactions were authorized prior to this branch visit as outlined above.  
  
  You initially indicated to the ********************* agent that you havent used the card since December 2022 and that youve never used your cards at any of these listed businesses. As the agent reviewed the transactions with you over the phone, you confirmed with her that the Harbor Freight transaction was authorized, and our Patelco **** Fraud team confirmed your regular transaction history with The Bicycle Garage PGS merchant. As mentioned in the outline above, we also received confirmation directly from The Bicycle Garage PGS merchant which included a receipt copy.  Since the authorization was by ****, the card would have to be present at the time of these transactions. These two transactions took place in the middle of others you listed in your claim as fraudulent and unauthorized due to your card being stolen; therefore, the card should not have been in your possession at the time.

  
  In conclusion, due to the **** authorization, the information you provided, and this confirmed transaction with Harbor Freight,the claims were denied. A notice of claim denial was sent to you via email on 1/30/2023.? As a result, and as we mentioned in our original Better Business Bureau response,we recommended you work with the merchants directly for possible recovery. 
  
  We hope this provides more clarity in our decision. Patelco would like to refer you to some resources we offer for card management for future instances.  We offer a multitude of self-serve options by logging into your online banking at www.patelco.org and visiting **** Services then **** Management.  These options include items such as placing a temporary block or freeze on your Patelco cards and setting up customized transaction alerts for any future instances.  
  
  Sincerely,? 
  
  
  ***************************? 
  Senior Member Experience Specialist? 

  
  

• Initial Complaint

  01/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started receiving mail last year from PatelCo addressed to two individuals who do not live in my home. I have returned mail to the local branch (**** **************************) multiple times indicating this error in their records, but they have failed to take any action for nearly one year.(I have already filed a police report for potential identity theft, and continue to monitor my credit reports.)I would like a detailed explanation from PatelCo to confirm what actions they have taken regarding this fraudulent account and when they expect to resolve their error.

  

  Business response

  02/08/2023

  February 8, 2023
  
  Dear *********************,
  
  We received your complaint from the Better Business Bureau on January 29, 2023. Your complaint was regarding receiving Patelco mail addressed to two individuals that are not associated with your current home address. Upon receipt, a thorough investigation of the steps Patelco took towards resolution was completed. The result of our investigation is outlined below: 
  
  On 11/20/2020: Patelco received an online channel application that auto booked for one of the two individuals that used your home address.
  
  On 11/21/2020: Patelco received a second online channel application that auto booked for a second individual using the same address.
  
  On 11/25/2020: Patelco Fraud Prevention team identified both applications as high risk and as part of a fraud ring. Therefore, both accounts were permanently restricted to prevent fraudulent transactions.

  On 2/4/2022: You visited the ******************* branch to request Patelco to stop mailing correspondence addressed to two individuals who do not reside at your home address.
  
  On 7/11/2022: You made another visit to the ******************* branch and spoke to the Branch Manager, *******************************. Once again, you requested Patelco to stop mailing correspondence to two individuals to your home address. During this visit ******************** recommended for you to file a police report and place a credit freeze on your credit report as well as any other individuals in your household as a security measure to protect all your information.

  
  On 1/30/2023: Patelco took the necessary measures to block your home address from any accounts that had your address associated with a membership. However, we would like to advise you that our system automatically generates an address change confirmation to be mailed to the original address for security measures. This means there will be one final mailing you will receive for both unassociated individuals to your home address.This notification verifies the address change was completed by Patelco Credit Union. This adjustment in our system will stop any future mail to be sent by Patelco to your home address.

  
  Additionally, we want to assure you that the branch representatives diligently escalated your concerns to the appropriate department. There are many security measures Patelco must follow to ensure any substantiated claims made, especially if there is any risk or suspected fraud. The two accounts were restricted and flagged permanently since 11/25/2020. We have also confirmed that permanent restrictive flags have been placed to block any Patelco- related mail to be sent to your home address after the address change notifications noted above are received.

  
  We understand this was a frustrating matter that you endured, and the impact it may have had on your own financial well-being. Be assured Patelco has confirmed all necessary steps were taken to stop any future mail. To provide you with further peace of mind, Patelco offers many free resources to assist in protecting your identity. If you would like to explore some information on our website, please visit www.patelco.org under financial wellness, fraud-center, protect your personal information.

  Thank you for taking the time to make us aware of your concerns and for the opportunity to address this matter with you.Should you have further questions or concerns, do not hesitate to contact me directly at ************** or email me at ***********************************
  

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

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a new accont number from Patelco Credit Union yesterday due to potential fraud to my checking account and received a new member number at 4:45 pm yesterday. They told me that I could re-enroll to access my accounts in 24 hours which was today at 4:45 pm. I tried to re-enroll but it gave me problems and error code saying that it could not find my personal information. So I will not have access until I call someone on Monday January 30, 2023

  

  Business response

  02/08/2023

  February 8, 2023
  
  Dear *******************************,
  
  We received your complaint from the Better Business Bureau on January 29, 2023.Your complaint was regarding not having access to your online banking after completing an account reassignment. Upon receipt, an investigation was completed. The results of our investigation are outlined below:

  
  On 1/27/2023: An account reassignment was completed by one of our ********************* agents after you had called and informed us that you unfortunately fell victim to a job scam,provided your account details, and sent two Zelle transfers. Upon completing this process, the agent informed you that you would need to register for online banking once again using your new account information after 24 hours.
  
  On 1/28/2023: You attempted after a full 24 hours to log into your online banking but were unsuccessful. When you contacted our *********************, it was not within our business hours, therefore you were unable to retrieve access because the system wasnt recognizing the information being inputted.
  
  On 1/30/2023: I called and spoke to you over the phone. I had offered to provide you with a temporary password to easily allow you to register your online banking.  You declined my offer as you explained that you did not have internet access at that time.  You elected to try to use the Forgot Password option when you had an opportunity to do so. You called the ********************* later this day once the Forgot Password option did not work for you. It was uncovered that the incorrect User ID was being used. The agent was able to assist you, and you confirmed with me later over the phone that you were successfully able to gain access once again.
  
  During our phone conversation, you also informed me that ***** was not working with your new online banking information. I contacted our Centralized Support team to unsubscribe your Zelle profile from your previous account number. I was advised that the two Zelle transactions authorized from 1/27/2023 were still pending, and due to process this day. The representative assisting me advised to call again the next day once the transactions were fully completed to proceed with unsubscribing your previous Zelle profile.
  
  On 1/31/2023: I contacted our Centralized Support team to confirm the pending transactions had processed and unsubscribe your Zelle profile from your previous account. The representative who assisted me this day attempted to do so but was still unable to move forward due to reoccurring transfers that you set up in the past. When he tried to cancel them, the system would not allow him to do so. Therefore, he advised me to submit a ************************ request to ask our Zelle vendor to move forward with unsubscribing you. When I called and relayed this information to you, you had inquired about the details pertaining to the reoccurring transactions. I informed you that I would contact our ******* Services team to uncover these details and follow up with you. Once the service request was submitted, I sent you a recap email that included the service request number.
  
  On 2/1/2023: I sent you a follow-up email to inform you that the service request was still pending, and that the vendor was still working on unsubscribing your Zelle account.
  
  On 2/3/2023: I sent a confirmation email informing you that the Zelle profile had been unsubscribed and requested that you test and confirm that you were able to successfully access Zelle under your new online banking profile. I also informed you that I was still waiting for the reoccurring transaction information, but that I would be following up with you at the latest that following Monday to provide these details. You replied to my email confirming you could access Zelle.
  
  Later, I contacted our ******* Services representative who leads our ****************** In this conversation, he informed me the reoccurring transactions were from 2017, provided the institution and the last 4 digits of the account number they were ************************ to.He also confirmed that the 2 transactions sent on 1/27/2023 were returned, and we were able to credit your Checking account back $500 and $750. When I called you, you recalled the reoccurring transactions, and I informed you of the credits to your Checking account

  
  *******************, we understand how frustrating it can be to not have access to your accounts when you need them, especially after the scam experience you encountered. Though we were unable to resolve your concerns immediately due to our business hours, we hope you feel our commitment and ownership to rectify your situation as soon as possible.

  
  We also wanted to bring awareness to available resources Patelco Credit Union offers to help our members be proactive in this evolving fraud environment.  Please know that Patelco actively works to combat fraud on our members' accounts. To learn more about our efforts, please visit ********************************************************************.
  
  We hope this provides further clarity and insight into your concerns. Thank you for being a valued member of Patelco since 2002.We look forward to our continued relationship with you.
  
  
  Sincerely,
  
  ***************************
  Senior Member Experience Specialist
  

  
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them and they allowed the dealership to forge our names.

  

  Business response

  01/22/2023

  Please see attached letter from Patelco Credit Union

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member of Patelco since **** with $50,000 in it.My life savings. I live 896 miles from ********** and am 85.Patelco is closing my account because they allege I hurt their feelings. I have no access to my money and am frightened.

  

  Business response

  01/20/2023

  January 20, 2023

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

  
  We received your complaint from the Better Business Bureau on January 11, 2023.  Your complaint was regarding Patelco Credit Unions decision to close your membership and not providing you with access to your funds.  We performed a thorough review of these events to learn more about your complaint. Please refer to our previous CA ********** of ********* Innovation and Protection (DFPI)response for a detailed outline of events surrounding the investigation into your debit card concerns. The outcome is as follows:   
  
  In September 2022, you had requested a debit card prior to your existing one expiring, which we had issued to you as an exception to avoid a lapse in accessing your funds. Various emails were sent by you to Patelco, and to multiple unrelated third-party entities, expressing your concerns with Patelcos updated contactless debit cards and the activation number provided with the card. You also raised concerns regarding the Outlook automated warning message on our e-mail replies notifying you they were sent from an external source. ********, Member Experience Manager, and *******, Senior Member Experience Specialist, replied to each of your e-mails. They tried to contact you via text and phone to confirm the validity of the replacement card and their e-mails to you. ******** requested to speak to you by phone to assist with the activation process to allow debit card access.

  
  In October 2022, you submitted a DFPI complaint regarding the validity of the debit card sent to you. In one of your e-mails, also sent to multiple entities, you attached a picture of the front and back of the debit card. Once again, to avoid a lapse in your debit card access and to protect your account, ******* requested another debit card be expedited to you via *** once you publicly exposed the card information. She e-mailed you asking that you not activate the other debit card received, which you confirmed you had no intention of doing. In an e-mail to *******, you stated that our recently retired employee, *****, was suspicious and asked for us to investigate her for criminal activity due to her initially denying you a replacement debit card and then retiring from the company. We then learned that later that day you posted a comment on Patelcos CFOs LinkedIn page alleging a possible phishing from an ex-employee. We addressed this in our DFPI Complaint response and asked that no further unsubstantiated claims be made by you against Patelcos employees.
  
  On November 2, 2022: You sent an email to the various entities once again which included the claim that Patelco was violating your human rights by denying access to the money in your Savings and Checking accounts.
  
  On November 4, 2022: You sent an email claiming the Attorney General confirmed the cards sent to you were fraudulent and sent by unknown criminals. You claimed that this is a concerted effort to deprive you of your money and that Patelco employees who have communicated with you may be part of a criminal gang or part of ongoing persecution.
  
  On December 20, 2022: You posted on ****** City Councils ****** Patch website comments similar in nature to the comments above claiming Patelco was denying you access to your funds and that Patelco had provided you with fraudulent debit cards.
  
  On December 22, 2022: Patelco sent you a Notice of Account Closure via e-mail and via ***** The notice detailed Patelcos decision to close your membership, effective 2/1/2023, on the basis that you have failed to conduct your business in a civil and business-like way.
  
  On January 3, 2023: We were included in an e-mail you sent ******* and multiple parties that stated your debit card had expired and that a replacement was never issued.
  
  On January 9, 2023: You sent an e-mail to various entities and ******* once again stating that Patelco is denying access to your funds
  
  On January 10, 2023: You sent another email to ******* and the other entities similar in nature to previous correspondence that stated Patelco sent you two fraudulent debit cards, we are denying access to your account, and that your expired debit card hasnt been replaced. You expressed difficulty in paying your rent since you did not have an active debit card, but you were able to pay with cash you had on hand. Once again, you attached a picture of the front and back of the second replacement debit card in this e-mail again, posing a security risk to your account.
  
  To guarantee the closure notice was received, ******** sent you a text message which you confirmed receiving in another email sent later this day.  You expressed concern that you did not have access to the money held at Patelco and will need to open another bank account.You requested a short-term debit card to expire on the date of membership closure.  To provide access to your money as soon as possible, ******* replied that we would overnight an Official Check containing all funds in your Checking and Savings and that we would provide the tracking number once available. We also informed you that the account would remain open until 2/1/2023 to allow your direct deposits to process and the final closure check would be sent to you. You sent a text message to ******** and an e-mail to ******* specifying you would like a Cashiers check for all funds in your membership.  In the e-email, you detailed your suspicions as before, and stated you would contact the ***** of **************** You stated in this message the closure notice was never received.
  
  On January 11, 2023: ******* responded to your e-email explaining an Official Check and Cashiers check are the same and considered guaranteed funds. She had let you know that our intent in providing this Official Check prior to the 2/1/2023 closure was for you to open another bank account, have quicker access to your funds, and pay for your necessities such as your rent. She informed you a temporary debit card would not be sent and confirmed the account would be closed on 2/1/2023 to allow your direct deposits to go through.
  
  On January 12, 2023: You continued sending e-mails to multiple parties contesting the decision to close your account. You requested proof of your actions and your December 2022 statement.
  
  On January 13, 2023: An Official Check payable to ********************* was issued that contained all funds in your account and overnighted via *** along with your October through December 2022 statements.
  
  On January 16, 2023: We discovered you posted a comment on our Operations Senior VPs LinkedIn page claiming we are thieves.
  
  On January 17, 2023: You sent another e-mail with additional parties added to the list stating the check you received was bad and that you have no access to your cash. ******** replied to this e-mail reassuring you the check can still be negotiated when opening your new bank account. In this reply, she addressed screenshots of ******** postings you made which contained the Official Check image that were attached to your e-emails. She advised you this can put you at risk of identity theft or fraud and recommended these images be removed for protection.
  
  ****************, please understand that Patelco does care, and it was always our intent to provide access to your funds and be able to have ongoing communication with you to lay your concerns to rest.  After providing two replacement debit cards,we went above and beyond to provide you peace of mind by sending various messages through multiple channels, and even by contacting the manager of the hotel you reside in to speak to you directly.
  
  Our representatives communicated the importance of your willingness to activate the cards sent to you to avoid a lapse.  When you expressed difficulty paying your necessities, we offered the Official Check earlier than the closure date to give quicker access to your funds.  These actions came from a place of empathy, not spite.  Our goal was to assist you further even though we no longer could offer membership. 
  
  Patelcos expectations for our members were detailed in the Notice of Account Closure sent on 12/22/2022 via email and physical mail; however, it is also detailed in our Member Handbook located on our website www.patelco.org, page 2, titled Grounds for Expulsion or Denial of Services. It states:
  
  As a member-owned cooperative, Patelco Credit Union is your Credit Union.  Members are expected to uphold high standards of honesty, personal responsibility, and courtesy in dealing with the Credit Union and other Members.  We reserve the right to either (a)expel you from Credit Union membership or (b) alternately deny services at our discretion and if appropriate, restrict your access to Credit Union premises,if any of the following occur:  (1) you fail to meet your obligations to the Credit Union; (2) you fail to comply with applicable law and the credit unions bylaws as amended from time to time; (3) you are convicted of a crime in connection with business you conduct with the Credit Union; (4) you cause the Credit Union a loss in any way including but not limited to loan charge-offs, unrestored account overdrafts, or bankruptcy; (5) we learn after establishing your membership that we relied on false information in determining your eligibility; or (6) you fail to conduct your business with the Credit Union in a civil and business-like way. Violence, threats of violence,or harassment against Credit Union staff, volunteers or other Members will not be tolerated.
  
  Though it was difficult, Patelco made the decision to close your membership once it was discovered you sent many e-mails to multiple non-Patelco entities and social media messages that contained claims that our representatives had already addressed directly with you and confirmed were incorrect.  We had asked for you to refrain from this conduct and requested that all concerns be directed to us to address. You continued these behaviors and would not allow us the opportunity to assist. Therefore, the decision to keep the membership closed remains. 
  
  We hope that this provides further explanation and details as to the actions Patelco took to provide you with access to the funds in your account. Unfortunately, due to your conduct, we have decided to close your account.
  
  Sincerely,
  
  ***************************
  Senior ************** Specialist
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/19/22 Patelco was called and notified that we wanted to cancel our auto payment since we were purchasing a new vehicle and it was going to be paid off prior to our payment being due by the trade in. Patelco had me sign e document canceling the auto payment as of 11/19/22. On 11/29/22 we received a notice in the mail that our auto loan was completely paid off. On 11/30/22 the auto payment was removed from our checking account for a loan that was completely paid off. I waited a couple of days for them figure out the error and return the funds which never happened. After calling repeatedly for 4 days with no resolution and just being told that the loan was paid off and that the auto payment shouldnt have taken place the funds were still not being returned. After telling them I was going to dispute the funds on 12/8 the funds were finally returned and finally received a call from Patelco that they found were the funds were and they were now returned. On 12/9 they put a negative balance due stating that we owed them the money back plus they add a late fee which makes no sense for a loan that is completely paid off per all the documents received and communication with their staff. I would like for someone to resolve this issue and remove the late fee for a loan in which nothing is due. When you call to speak with a supervisor they are always unavailable and the employees keep telling me its a back office issue and no resolution is being paid. We have never missed a payment in the last 4 years or had these numerous of issues with this credit union. No one seems to know what is happening.

  

  Business response

  01/04/2023

  January 4, 2023
  
  Dear ****************************************,  
  
  We received your complaint from the Better Business Bureau on December 25, 2022. Your complaint was regarding an expected refund of an automatic transfer that took place. We performed a thorough review of your account records to learn more about your complaint. The outcome is as follows:   
  
  On 11/19/2022: You contacted Patelco to cancel your existing authorized automatic payment of $281.76. We received notice that you completed the form which included the DocuSign portion on the same day. 
  On 11/29/2022: Patelco paid off your 2018 ****** Frontier loan with a final payoff check received. 
  On 11/30/2022: Patelco received your incoming payment of $281.76. Since the posting account had been paid off in full on 11/29/2022. The funds were automatically deposited into a general account until the proper membership could be identified. 
  On 12/5/2022: You contacted the ********************* to inquire about your loan payment that was debited from your Chase account on 11/30/2022 for $281.76. You requested to have the refund posted to your Patelco Savings account since your auto loan was paid off. The agent completed a service request to start the research on the payment refund and advised you it could take 1-2 business days for a follow up. 
  On 12/6/2022: You placed another call to our *********************, as you were inquiring about an update. You were advised that the service request was still being researched and that a Payment Operations representative would follow up as soon as possible. 
  On 12/7/2022: You called once again the ********************* to receive a status update. The agent advised you the service request was actively being worked on and advised you we needed more time to complete your service request. 
  On 12/8/2022: You called to escalate your service request to a supervisor. Since the supervisor was unavailable, the agent submitted a high-level service inquiry to expedite the completion of your pending request. This inquiry was received shortly after, and the funds were uncovered based on our exception report.  The credit was transferred from our general account into your Patelco Saving account.  A Payment Operations representative called to confirm this took place.  You initiated an external transfer of this same amount through your Patelco online banking to your Chase account. 
  On 12/9/2022: Patelco received an unauthorized debit dispute from Chase for $281.76. Due to this going through the dispute channel, the electronic payment was returned. The adjustment was made to your Patelco Saving account, as this is where the initial electronic payment was placed because of the auto loan closure. This resulted in your Savings account balance becoming negative and a $28.00 non-sufficient fund fee. 
  
  Concluding our investigation, we would like to confirm that your automatic payment has been cancelled and no further transfers will take place moving forward. We would also like to clarify based on your complaint that no late fees were assessed on your auto loan.  As stated in our outline of events, a non-sufficient fund fee took place after Patelco received the Chase dispute and processed this request.  This $28.00 fee was credited back to your account on 12/29/2022.   
  
  ****************************, we appreciate you taking the time to make us aware of your concerns, and we also appreciate your patience as we actively worked on your request.  We want to assure you that during this time our representatives worked diligently escalating your concerns, and our Payment Operations team were committed to resolving this situation for you. 
  
  As a goodwill gesture based on your experience, Patelco has credited your Savings account $281.76, which covered the negative balance.  Therefore, no further action is required from you and the account is in good standing.  
  
  Thank you for the opportunity to address this matter with you. If you would like clarification or additional information, please send me an email at ***********************************. 
  
  Sincerely, 
  *****************************;
  Sr.Member Experience Specialist  
  

  Customer response

  01/05/2023

  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

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was denied a checking account due to me being from out of state for online banking and I sent them everything they asked for and they continually said it was inadequate this seems like they're pulling a scam to get people's information and then not giving them an account because there's no account to give

  

  Business response

  12/27/2022

  December 27, 2022

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

  
  We received your complaint from the Better Business Bureau on December 19, 2022. Your complaint was regarding a declined Patelco Credit Union membership.Upon receipt, a comprehensive investigation was performed. The results of our investigation are outlined below:

  
  On 12/1/2022: You applied for a Patelco Credit Union membership. The application was submitted online using a Virginia drivers license and a ***** residential address. Due to this, the application was conditionally approved, and stipulations were added. Our agent had emailed you requesting proof of residency, a picture of you holding your photo identification and a signed ***************************** (***) acceptance for membership eligibility.

  
  On 12/2/2022: You provided the requested picture of you, your photo identification, and the first page of your lease agreement. Our New Accounts agent emailed you that we would also need the signature page of your lease agreement. You responded that this was signed online but that you would try to provide this.

  
  On 12/8/2022: Our ************** Center agent sent a follow up email regarding the stipulations still needed to complete your Patelco membership which included proof of residency and the *** acceptance to be signed. You sent a text message informing us you were still trying to get your rental agreement with signatures.

  
  On 12/9/2022: You provided your lease agreement which included an electronic signature but was sent after our business hours.

  
  On 12/12/2022: You sent text messages regarding the documents sent. The agent explained the documents were received at 11:32am this day and requested time to review.

  
  On 12/14/2022: There was a text message correspondence with you and another one of our agents. In this conversation, she advised you that we are unable to accept the lease agreement provided. She explained electronic signatures that we accept must be done through DocuSign. You provided other documentation but were informed this does not meet our criteria. The agent explained that because we were unable to verify your identity remotely, we would not be able to approve the membership. After this conversation, you placed a call to our ************** Center who further explained why we would not be able to accept the proof of residency documentation. You had stated you could provide a paycheck stub or utility bill, which you emailed while still on the phone. The agent informed you that we would review and send a follow-up email.

  
  On 12/14/2022: You provided 2 ********* ISD ************************* checks and a *************** Services Notice of Disconnection for Non-Payment invoice, which is not considered a paystub nor utility bill.

  
  On 12/16/2022: You called and spoke to one of our ************** Center leaders who reiterated that we could not except the documentation provided and explained in detail what would be needed.

  
  On 12/16/2022: You placed a call to our ************** Center once again. The agent explained the documentation was insufficient and we would not be able to move forward with the application.

  
  
  Patelco Credit Union is a member-owned, not-for-profit cooperative financial institution. As such, it is our utmost priority to properly authenticate and verify prospective members,especially when residing outside of our immediate area. To do so, Patelco Credit Union requires a specific list of documentation and guidelines we must follow. Patelco details our membership eligibility in our Member Handbook, effective July 1, 2021. This can be located on our website: www.patelco.org. Please refer to Page 1 titled Joining Patelco Credit Union, which states:
  
  To protect you and the Credit Union, we may require one or more of the following items before a new account offer is made or we permit transactions on an account: (1) your original membership application; (2) your photo ID showing your signature and your date of birth (3) your Social Security card or other acceptable government-issued document showing your Tax Identification Number, (4) a photocopy of an official document showing your current physical address if a) an address discrepancy is identified or b) follow-up documentation is needed to complete an application request and (5) if you are claiming eligibility for membership through employment, a pay stub or other document that we can use to verify your eligibility for membership. Although we will send mail to PO boxes and private mailbox service addresses at your request, we must have your physical address to provide services to you.
  
  ****************, please understand that it was not our intent to frustrate you, but to do our due diligence in following our authentication process. We are limited to who can join our credit union. We require a specific list of documents for proof of residency and our guidelines, such as being a complete document or signed via DocuSign, are put in place to mitigate risk.Any deviation from these items does not allow us to properly verify residence.

  
  Our records show that our agents communicated with you through multiple communication channels the specific documentation needed to proceed with your membership application and what was missing from the documentation already provided. Unfortunately, each time we received a new document, it did not meet the criteria for us to be able to proceed in establishing your membership and was explained to you. Due to this, our decision to decline the membership application must remain.

  
  We appreciate your attention to this matter and wish you the best of luck with your financial endeavors in the future. 
  
  Sincerely,

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

*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. ↩