Complaints

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

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  Patelco Credit Union

  3 Park Pl Dublin, CA 94568-7983

  
• 

  Patelco Credit Union

  1200 South El Camino Real San Mateo, CA 94402

  
• 

  Patelco Credit Union

  985 Golf Course Drive Rohnert Park, CA 94928

  
• 

  Patelco Credit Union

  65 Southgate Ave Daly City, CA 94015-1413

  
• 

  Patelco Credit Union

  1301 Clay Street Suite 270N Oakland, CA 94612

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been going on for a long time. Their ATM machine is always broken, not able to do any transactions on it. When employees are notified, theyre not helpful with a nonchalant attitude. They dont care about the inconvenience we depositors experienced with their negligence. Part of their marketing is the availability of an ATM machine which has been an on- going problem.

  

  Business Response

  Date: 04/12/2024

  April 12, 2024 

  Dear Ms. ******************** received your complaint from the Better Business Bureau on 4/3/2024 regarding a Patelco Credit Union *** that is regularly out of service.  A review of the events surrounding your complaint was completed, and the results are as follows: 

  On 4/3/2024, a Member Experience Specialist spoke to you by phone and uncovered your concerns were related to our *** located in ************. Our records indicate this *** has been out of service various times since January 2024 for different reasons. Many of these occurrences were due to individuals not properly inserting their cards or depositing items such as cash and checks, which caused these components to be jammed.  Alternatively, we learned that due to the *** being recently installed, it takes time for the software and hardware to adapt to the volume of usage which resulted in system downtime.  With each instance, our ***************************** did their due diligence in submitting requests for the *** to be serviced, and our third-party vendor was able to resolve them. 

  To address the software and hardware issues, our third-party vendor performed a system update and uploaded new software on 4/5/2024.  Since then, there have been no reported occurrences of downtime due to system errors.  However, please note that with all technology there could be possibilities in the future in which the *** will experience an issue, but that Patelco is committed to resolving these errors as soon as possible to allow our members and non-members seamless access.  

  We also wanted to direct you to alternatives that *** be of value to you.  Most credit unions, including Patelco, belong to the Co-Op and Shared Branch network, which allows our members to transact throughout the U.S. without a fee at other credit union ***s or within the branches.  *******Op network allows access at most credit unions, and Shared Branch allows members to be serviced in branch.  This provides better convenience and increased access to members accounts. 

  To learn more about where and how you can access these networks, please visit www.sharedbranching.com or download the Co-Op app, which will provide a list of all surrounding locations once you input your location by address, city, state, or ZIP code.  

  We hope this provides more insight and appreciate the opportunity to review this matter for you. 

  Sincerely, 

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

  
  

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patelco maliciously revoked my portal login so that I could not obtain a letter of account closure from them or retrieve my statements. Their agents were acting in bad faith by giving me the run-around and when I asked for the letter of closure, they revoked my login so that I could no longer see messages from them.

  

  Business Response

  Date: 04/12/2024

  April 12,2024

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

  We received your complaint from the Better Business Bureau on 4/2/2024, regarding not having access to your Patelco Credit Union online banking to obtain a closure letter and statement.  We have reviewed the details pertaining to your complaint, and the outcome is as follows:

  On 7/27/2023, you submitted a secured message through Patelcos online banking platform requesting to close your membership and for Patelco to provide a confirmation letter reflecting a zero balance once completed.  A Patelco representative responded to your secured message informing you of loans held under your name, having balances owed, that would need to be paid in full in order for us to move forward with closing your membership.  Furthermore,the Patelco representative recommended you review and save any necessary statements as your online banking would no longer be accessible once membership has been closed. 

  On 7/30/2023, you requested the closure of your savings account or a letter providing a rolling balance for the past six months. Since the membership closure was not possible due to the outstanding loan balances, we emailed you a letter on 8/1/2023. This letter reflected your savings accounts transaction history from 7/1/2023-7/31/2023, indicating no transactions took place during this timeframe and reflected a zero balance, as per your request.

  On 9/5/2023,you requested a letter to be sent reflecting the closure of your Money Market Select account ending in suffix 15, along with a 12-month rolling balance.  An email was sent to you on 9/9/2023 containing the requested closure letter. Additionally,you were advised to review your monthly statements for the rolling-balance information.  On 9/26/2023, you inquired on the status of this letter through our *********************** stating you had yet to receive it.  A Patelco representative responded advising you that it had been sent on 9/9/2023 and included a copy of the letter.  She also provided you with detailed instructions on retrieving your monthly statements through our online banking platform.

  On 12/7/2023, the entire membership was closed following the full payment of the outstanding loan balances.  Please note that this action was in accordance with your request to close your membership sent through Secured Messaging earlier this day. Upon the successful closure of your membership, your online banking access was subsequently deactivated.

  To ensure receipt of the above-mentioned documents, an encrypted email has been sent to you separately, using the email address provided within your complaint, that contains a copy of the transaction history letter sent on 8/1/2023 and the Money Market Select closure letter sent on 9/9/2023.  This email will also include 24 of your monthly statements, starting with January 2022 to December 2023 when the membership was closed, per your request which you noted in your complaint.
  
  Thank you for allowing us the opportunity to review this matter.

  
  Sincerely,

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

• Initial Complaint

  Date:03/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Patelco Credit Union. I do not have a contract with Patelco Credit Union, they did not provide me with the original contract as requested.

  

  Business Response

  Date: 03/19/2024

  
  Dear *************, 
  
  We are writing to you in response to the complaint that you filed with the Better Business Bureau on March 12, 2024. Your complaint alleges that you have a dispute over a debt held with Patelco Credit Union. 
  
  We understand that you claim that you are not liable for any debt, that you do not have a contract with Patelco Credit Union, and that you have requested the original contract from us. However, be advised that Patelco has not received notification of a dispute directly from you or indirectly from any credit bureau. Therefore, Patelco is unaware of any disputes you have mentioned in this complaint requiring investigation. 
  
  Please provide us with the detailed dispute information such as your account number and the reason you believe a debt error occurred in writing, along with any supporting documentation, to:
  
  Patelco Credit Union
  3 **********
  ****** ** *****
  
  You may also contact ** by phone at *****************************.
  
  
  Sincerely,
  
  *********************************
  Senior Member Experience Specialist

• Initial Complaint

  Date:02/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date that all this began was in, I want to say the 1st week of October 2023. Someone owed me money and so I allowed them to transfer money from their account to my account. As soon as this happened Patelco froze my account completely. Payments were not made on certain bills I had and for that my credit went very down after finally rebuilding it back to almost fair levels. The reason Patelco gave was because they wanted to know that I was the owner of the other account. I explained it was not my account so how can I do that? Then they said they wanted the name of the owner of account. And so I went into branch to give the name on account but they still did not unfreeze my account. I have been trying to close my account from them but they will not do it. I dont know if they think its some kind of fraud. The amount that was transferred was $4,500. I the money is showing up on my bank statements then obviously it has been cleard. My monthly statement came yesterday, Feb 09, 2024. I have no idea what to do, I feel like they are stealing my money. My Patelco account is still frozen as I am typing this complaint. I just want my money and to close this account. Would appreciate a full refund to me. thank you. The bank branch is in ********, **. ********.

  

  Business Response

  Date: 02/21/2024

  February 21, 2024

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

  We received your complaint from the Better Business Bureau on February 12, 2024,regarding a frozen account held under your name at Patelco Credit Union, and funds that are currently being held in your Savings account ending in suffix 00.  Upon receipt, an investigation was performed to understand the events surrounding your complaint.  The outcome is as follows:

  Our review concluded that our Fraud Prevention team placed the restrictive flags on your membership on October 11, 2023, for your protection, after activity conducted on your online banking was deemed suspicious. A fraud alert was first triggered after our records indicated your online banking credentials were used in both ******* and *********, ****** between 10/2/2023 and 10/4/2023. You were previously cautioned against providing third-party access and upon an altered mobile deposit returned in August 2022. 

  During a third-party online banking session on October 2, 2024, a $4,500 external transfer was initiated from ************* NA with the senders name unknown. As a precaution, the funds were held, and a restriction was placed on both your online banking and account, pending proof of ownership for the source of the funds.  When our ********************* agents inquired about this transfer and requested proof of ownership documentation, your explanations varied in which you first stated that the source was a recent bank account you opened and then changed to the source being an out-of-state bank account that you are not the owner of.  As a result, you were unable to provide the proof requested.  Instead, you made multiple visits to our branch and calls to our *********************, requesting to close the account.  You were advised that we cannot do so until Patelco verified the source of the $4,500 transfer definitively.

  ************* NA confirmed with our Fraud Prevention team that the $4,500 external transfer was in fact unauthorized and fraudulent. This was explained to you by one of our Fraud Prevention analysts on February 16, 2024.  During this conversation, you explained that you were owed money for a job from years past. You provided your online banking credentials to a third party, who you had not met before. Ultimately, due to the fraudulent nature of the funds and the sharing of your credentials, the restriction on your online banking and account remains permanent; however, you can withdraw the remaining funds not on hold in a branch at any time.

  We also wanted to make you aware of the multitude of resources Patelco has available to prevent and protect our members from scams and fraud.  To learn more, please visit ********************************************************************.

  Thank you for allowing us the opportunity to review this matter further.

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

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Patelco Credit Union. I do not have a contract with the credit union, they did not provide me with the orginal contract as I requested.

  

  Business Response

  Date: 02/16/2024

  Dear ****************,
  
  We are writing to you in response to the complaint that you filed with the Better Business Bureau on February 9, ****. Your complaint alleges that you have a dispute over a debt with Patelco Credit Union. 
  
  We understand that you claim that you are not liable for any debt, that you do not have a contract with Patelco Credit Union, and that you have requested the original contract from us. However, we need more information from you regarding this debt to investigate further.
  
  Please provide us with detailed information such as your account number and the reason you believe a debt error occurred in writing, along with any supporting documentation, to:
  
  Patelco Credit Union
  **************************************************
  
  You may also contact ** by phone at ****************************.
  
  Sincerely,
  
  *********************************
  Senior Member Experience Specialist

• Initial Complaint

  Date:01/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a bank I have been with over 30 years, they handle MY money. A charge from Moxie Pest control came through 2 x for ****** each in ************** I called and cancelled services. Then in November they charged my debit card a additional ****** and said it was cancelation fee that I was never informed of. I called Patelco and disputed and they gave temp credit then came back and said the company said t was mine. I specifically told them to not give that company money and that I do not authorized it and they still gave this fraudulent pest control company 792 total for 1 pest control treatment. This caused other bills to not go through and overdraft charges and me to be short on my bills. This is fraud by the pest control company (who said they have full guarantee and to Patelco Credit Union for giving my money to people that I did not authorize the charge for. I called and they were not helpful, I am about to switch banks as this company did not have my back and have all this money to fraudsters for absolutely nothing. I also fount out since I am only leasing this house and the landlord owns it and has another company come out, I am not supposed to use other services. I never heard of any contract and I should have a say of who gets the money in my personal bank account. It was not authorized. Awful service. they were no help to me.

  

  Business Response

  Date: 02/07/2024

  January 7, 2024
  
  Dear Ms. ************* received your complaint from the Better Business Bureau on 1/30/2024 regarding a denied card claim. Upon receipt, a review of events surrounding this claim took place to understand more about your complaint. The results are as follows:

  On 11/20/2023, a card claim was filed using our online banking portal for a $419.02 transaction that was processed on your debit card ending in **** for MOXIE PEST CONTROL and was filed as a fraudulent transaction. A claim confirmation was emailed to you and provisional credit was applied to your checking account ending in suffix 10 this same day. On 12/21/2023, the merchant presented documentation as proof of your participation and the terms and conditions of the purchase. According to these documents, you signed a 1-year contract for quarterly pest services,which included an 80% early termination fee. The $419.02 charge was identified as an early termination fee, leading to the denial of your claim as not true fraud due to your participation.  

  On 1/18/2024, a denial letter was emailed to you along with the documentation provided by the merchant. This denial letter also advised you that the provisional credit applied on 11/20/2023 would be debited as of 1/26/2024. This same day, you responded to the denial letter disagreeing with the outcome of the decision.  The merchant documents were emailed to you once again on 1/23/2024, and you responded that you still disagree with the result. Since this transaction was deemed not true fraud, the claim was reclassified as a non-fraudulent dispute to determine if Patelco had additional recovery rights, and it was confirmed we do not. 

  Our Card Operations Specialist contacted you on 1/30/2024 to explain the situation further. Considering the signed contract outlining the 1-year agreement and the early termination fee, Patelco unfortunately does not have recovery rights and we are unable to pursue the claim further. To attempt to receive credit, we encourage you to work with the merchant directly.

  Thank you for the opportunity to review this matter for you.  We hope this provides you with further insight into our decision and possible next ******************.

  Sincerely,

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

  
  

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally post payment to a later date then the due date. My credit card payment date was supposed to be on the 15th of every month. On the 15th, I post payment around 4pm. Patelco payment system stated that it's unable to take payment and to chose another date. I accidentally hit the 19th instead of the 16th. 1 for the payment of 100$ and 200$. With all other credit cards I was able to post payment anytime on the due date. I can see on my statement that the payment went through. And I was charged a late fee and it still shows that I haven't post payment yet... still showing payment due on January 15. I trying to call their customer service. It took forever for anyone to answer the phone. My request is to adjust and update the system to show I already posted payment and request waving off my late fee.

  

  Business Response

  Date: 01/30/2024

  January 30, ****
  
  Dear ************,
  
  We received your complaint from the Better Business Bureau on January 24, ****, regarding a credit card payment reflecting as past due after a payment had been made.  Upon receipt, a review of the events surrounding your complaint was conducted.

  On January 15, ****, a finance charge of $170.08 was applied to your Passage Rewards balance.  Finance charges are assessed if the full cycle balance has not been paid by or on the due date, which is the 15th of every month for your credit card held at Patelco Credit Union. This finance charge created an over-the-limit amount of $123.39.  Whenever a member is over the limit, they are responsible for paying the minimum payment and the over-the-limit amount for the credit line to be made current and advance the due date.  This information can also be located in our Open-End Consumer Credit Agreements and Truth in Lending Disclosure that can be found on our website www.patelco.org.  Please review page 4, section 9 and part C of section 10, which states:

  9. If your outstanding balance on any Account exceeds your approved credit limit, you must, upon written notice from us, make a single lump-sum payment sufficient to reduce the balance to the authorized credit limit.... All minimum payments must include over-limit amounts, delinquent amounts and fees.

  On January 19, ****, we received a payment of $200 and $100,totaling $300, via external transfers conducted online.  This amount satisfied the minimum payment and partial of the over-the-limit amount. After this was completed, an additional $91.39 was needed to fully satisfy the January **** payment.  This was explained to you by one of your ********************* agents on January 24,****.

  On January 25, ****, the finance charge was reversed as a one-time courtesy to you and the next payment due date reflects February 15,****.  I personally spoke to you by phone to advise you that this will take place, and I sent a follow up email confirming that the finance charge had been reversed shortly after our phone conversation. 

  As instructed over the phone and by my email, you may review your full payment owed in the future by reviewing your monthly credit card statement, Patelcos written statement referenced above, or by looking at the credit card details on your mobile app or online banking.

  Thank you for the chance to review this matter for you, and we hope this brings a full resolution to your concerns.

  Sincerely,

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

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patelco was not allowing me to pay my loan payment on my car. It took a total of 6 weeks to try to get ahold of them. I called them multiple times on the number that asked me to call the consumer relations department at extension ******************************************************************* to enter a number that'll call me back over and over until I finally did it. I couldn't get it. Hold of anybody I left in my number. They never called me back but I did this about 6 times then I went into the branch. The branch told me I couldn't pay out of my money market. And I would have to call the consumer relations department and have them transfer. I told him my issue they said. Well, they can't transfer and you have to go through them. There's nothing they can do. Okay, so I did it again and again. They didn't call me back. I had my dad call. She's a member. Same thing happened to him. He duplicated the same error that didn't call him So I emailed patelco and let them know that I'm having issues. I need to pay my loan payment and if they could transfer my money market, I would appreciate it, they never got back to me. My dad called his financial advisor to ******, to have him transfer the money or see what I can do to transfer it. He said it was done taking care of and it wasn't so 8 o'clock on the morning of January 4th. My son's birthday. I'm cooking pancakes for my son and about to bring them to him. And there's a tow truck on my private property hooking up to my car . And rips my car out of my lawn dragging my car down the road not even straped properly Tearing off my front bumper and taking off with my car down the street, called patelco explained the senario, no sumpathy said ******* yo get it back i only owed ****** , I Was going through a divorce disabled and and moving into a new place and its my only car and my son's birthday they did not care and also stated that they couldn't tell me where it was being taken !?? I have personal things in my car FRAUD

  

  Business Response

  Date: 01/30/2024

  January 30, ****
  
  Dear **********************,
  
  We received your complaint from the Better Business Bureau on January 22, ****, which was regarding a past due auto loan held at Patelco Credit Union.  Upon receipt, a review was completed to understand more about your complaint.

  Our records indicate that once your auto loan held at Patelco Credit Union became past due, our Account ******************** notified you various times by phone, by email, and by mail to avoid negative reporting and ultimately the vehicle being repossessed. Our records reflect a Loan Modification option was offered to you in September 2023 and the application was sent for you to complete within 14 days.  This request was cancelled when your completed application was not received within that timeframe, and we were unable to contact you.  We continued to attempt to contact you by mail and by phone but were unsuccessful.

  Despite the numerous attempts to call and the voicemail providing your new phone number, which you noted in your complaint, it appears these were not received by our Account ********************.  Since we were unaware of your contact information being changed, we once again attempted to call your previous phone number on file on 12/19/2023 and multiple emails were sent to your email address on file on 12/19/2023, 12/21/2023, and 1/2/**** requesting a callback to discuss further. To ensure seamless communication, it is the members responsibility to comply with updating their contact information with us.  For future correspondence, we recommend updating the contact information we have on file for you.  This can easily be completed in branch or by calling our Member Contact Center.  

  In your complaint, you also mentioned a branch visit, an email you had sent Patelco, as well as a payment arrangement made by your father and his financial advisor. Unfortunately, we were unable to locate any records of this effect, and therefore could not provide any further details on this.  Since we were unable to receive the necessary payment, the auto loan was reported as 88 days past due on 1/4/****, and the vehicle was repossessed.

  Additionally, you mentioned personal belongings that were in your vehicle at the time of repossession. You may call the repossession company used, ******************., to set up an appointment to pick up these items.  Please note, they only hold these items for 60 days from the date of repossession.  To do so, please call them at **************.

  However, ******************, there is still an opportunity for the vehicle to be returned to you.  Our Account Solutions Manager has left voicemails for you on 1/23/**** and on 1/25/****, using the phone number you provided in your complaint, to speak about possible recovery solutions but have not received a returned call to date.  A Notice of Intent letter was mailed to you on 1/24/****, advising you that the plan to sell the vehicle will take place after 2/13/****.  We strongly encourage you to either return the Account Solutions Managers call or contact the specific Account Solutions team that handles this as soon as possible to learn more. They may be reached at ************************.

  ******************, we understand the frustration this matter has caused and look forward to speaking to you soon to provide you with available options.

  Thank you for the opportunity to review this matter further. 

  Sincerely,

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

  
  

• Initial Complaint

  Date:12/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patelco has been sending private information via the us postal service to a address I had removed from all of my accounts with them. The person who now lives at that address has been able to get a hold of private information pertaining to my credit history and record. Patelco has failed to provide a way to contact a human and has automated systems Instead. I would like the company to permanently remove all my information from there systems and to not be contacted by then again.

  

  Business Response

  Date: 01/12/2024

  January 12, ****
  
  Dear **************,

  We received your complaint from the Better Business Bureau on January 2, ****, regarding private information being mailed by Patelco Credit Union to an address you no longer reside at.  Upon receipt, research was conducted to determine more about your complaint.

  Based on the email address provided in your complaint, we found a record that matched the email address that was used to access Patelco's online Check My Rate Tool in December 2023. This tool is used by both members and non-members to see if they may potentially qualify for one of our loan products without a hard credit check.  However,all follow up communication is sent by email, not direct mail.  Please be aware that Patelco has unsubscribed you from these communications on January 9, ****, to avoid any future emails being sent.

  As it relates to direct mail, we were unable to locate any records based on the phone number and address provided in your complaint that would warrant Patelco mail being sent. In order for us to better assist you, we ask that you provide us with your previous address used with Patelco. On January 10, ****, I left a voicemail and emailed you directly using the contact information provided in your complaint to move forward with your request.  When available, please do not hesitate to contact me by either phone or email at your earliest convenience.

  Thank you for allowing us the opportunity to review this matter and I look forward to hearing from you.

  Sincerely,

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

• Initial Complaint

  Date:12/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 15, 2023, my credit card was lost and I reported the card loss within a few days later. I explained to Patelco Credit Union that my card was no longer in my possession as of the 15th and any transactions posted or pending afterward were not valid or unauthorized. Patleco blocked the card and then filed a claim. On Sep 20th all disputed transactions were reversed. Today, 12/16/23 I logged into my account to find the charges are placed back onto my account. I was confused to find the same transactions on my account months later. When I called the credit union, they advised me the investigation came back, and they found that these were NOT fraud. I was Shocked! I did not authorize these transactions and more importantly I did not do or give permission to anyone to use my card, I was LOST. I live in ******************* and these transactions were done in *********. I did not make these! There is a total of 8 transactions;SQ *RICH S ********* ********* ** ***- $37.72 SHELL OIL10016486010 ********* ** ***- $29.11 7-ELEVEN ***** ********* ** ***- $26.44 ****** ********* ** *** -$30.25 *** ******************* ******* ******** ** ***- $42.65 ******* ******* ********* ** ***- $130.47 SQ ******* ********* ********* ** ***- $72.76 All are not mine and I'm not legally responsible for paying these unauthorized transactions. This is why we have banks/credit unions that have regulations-Truth in Lending Act- to help support the consumer when fraud occurs! Please help me dispute these transactions with an institution that does not value their members.

  

  Business Response

  Date: 12/26/2023

  December 26, 2023
  
  Dear *****************,
  
  We received your complaint from the Better Business Bureau on 12/18/2023, which was regarding a denied card claim. A review of your claim was conducted to determine more about your complaint.

  Our records indicate that a card claim was filed via Patelcos online banking on 9/20/2023.  This claim contained 9 transactions that you alleged to be unauthorized, totaling $435.55 and took place between 9/15/2023 to 9/18/2023. You also noted that your card was stolen out of your vehicle on 9/14/2023,but the claim was filed six days later. Please be advised that on page 51 of our Member Handbook, titled Your Liability for Unauthorized Use, it states:

  If you believe your ATM Card, your Debit Card or your PIN has been lost or stolen or otherwise made available to an unauthorized person, and you tell us within two (2)business days after you learn of the loss or theft, you can lose no more than $50, if someone used your Card and/or PIN without your permission.

  Although you failed to report the card theft within a timely manner, we continued to investigate your claim. Provisional credit was provided to your account on 9/20/2023.  A claim receipt and provisional credit confirmation letters were emailed to you this same day.

  Of these disputed transactions, 8 of the 9 were denied on 11/27/2023 on the basis that the activity disputed on your card does not fit the typical pattern of a card that is truly lost or stolen from a cardholder. A denial letter was emailed to you informing you of the denial with the reasoning: There was not true fraud or there is no fraud pattern found for transaction(s) in question.

  You then called our ********************* on 12/16/2023, stating that you did not authorize these transactions as the card was not in your possession at the time.In this conversation, you requested a follow up call from someone in our Card Fraud department. 

  Multiple attempts have been made to contact you by our Card Fraud Investigators by phone to further discuss the investigation and possibly reopen the claim, but they have not been able to speak to you nor have they received return calls.

  *****************, we highly encourage you to call *****, Fraud Team Lead, directly as soon as possible at ************************. Until you are able to converse with him, the denial decision remains the same and no further action will be taken.

  Thank you for the opportunity to review this matter further.  We look forward to hearing from you in the near future.

  Sincerely,

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