ComplaintsforPatelco Credit Union

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Four days ago I contacted them because I was not able to login to my checking and savings account. For four days I have been calling asking for help. They promise to call me the next day. They have NEVER calked me. I am told its a level two???!I still can not access my account!

  

  Business response

  12/19/2022

  December 19, 2022 
  
  
  ********************************************;
  1143 *********** 
  *******, ** 94590 
  
  Dear *****************************************, 
  
  We received your complaint from the Better Business Bureau on December 9, 2022.  Your complaint was regarding your inability to access your Patelco Credit Union online banking.  Upon receipt, a thorough investigation of the steps Patelco took towards resolution was completed.  The result of our investigation is outlined below: 
  
  On 12/5/2022: You called our ********************* two times to get assistance with resetting your online banking password.  On the first call, the agent walked you through the Forgot Password option and you were able to gain access. At this time, you attempted to change your User ID, but you kept receiving error messages. Later this day, you no longer were able to log into your online banking.
  
  On 12/6/2022: You placed another call to our *********************, as you were still encountering error messages when attempting to reset your password.  The agent submitted a request to our ******* Services team to research.
  
  
  On 12/8/2022: Our **Services Root Cause Analyst, ***********************************, submitted a service request to our online banking vendor to research and resolve.  Later that day, ******** escalated this vendor request in hopes of receiving a quick resolution.
  
  On 12/9/2022: Our ******* Services team reached out to the vendor to ask for further escalation.  We received notice from our vendor that the issue had been identified, and they were actively working on a fix. ******** called you to inform you of the steps that we had taken to resolve your online banking issue.
  
  
  On 12/12/2022: The vendor informed us that as they were working on the fix, there were additional items creating an interference in your online banking system.  They advised us that they were working on clearing this newly uncovered technical issue.
  
  On 12/13/2022: Our ******* Services team reached out to our vendor to receive a status update.  We were made aware that the technicians were still working on resolving the technical issue. ******** called you to provide this update. 
  
  
  On 12/14/2022: Our Vice President of ******* Experience escalated your issue to our Relationship Manager.  Later that day, we had requested to escalate even further, including our vendors CEO. 
  
  On 12/15/2022: We received confirmation that the issue had been fully resolved and your online banking access had been reinstated.  ******** had called two times and left voicemails to relay this message.
  
  
  On 12/16/2022: I called and spoke to you briefly over the phone.  You confirmed you were able to log into your online banking.
  
  As you were made aware, our online banking platform is held by a 3rd party vendor.  When you encountered this issue, our ******* Services team took the necessary steps to attempt a quick resolution.  Unfortunately, the technical issues were deeper than expected and took more time to clear up.  However, during this time, we want to assure you that our ******* Services representatives and leadership diligently escalated your concerns to our vendor.  They in turn worked studiously to try and fix these technical issues. 
  
  We understand how important visibility and access to finances are to our members. We wanted to let you know that Patelcos ******* Experience department are looking at our processes and actively working with our vendor to ensure a timelier response in the future.
  
  ******************** *******, we thank you for taking the time to make us aware of your online banking concerns, and we also appreciate your patience as we persistently worked with our vendor.  We hope this provides more insight and clarity to you.  Should you have further concerns or feedback, please do not hesitate contacting me directly at ************* or email me at *********************************. 
  
  Thank you for your continued business and for being a valued member since 2015.  We look forward to serving you    
  
  Sincerely, 
  ********************************;

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11 April 2022: we filed a complaint against Patelco with the CA ********** of ********* Protection and Innovation for atrocious mistreatment we suffered at the branch after appearing in person on Sat, 16 Jan 2022, to enable an online account disabled the day before without notice or reason: disablement inflicted as a result of previous online contact with ****** Services concerning the account's Zelle feature. No reason for the disablement was given at the branch office by either the regular teller or the **************** Specialist we were referred to once we presented ourselves and our credentials to resolve the problems. Our primary complaint was that the holder of the questioned account is a language-challenged Thai national whom the ****** Services rep, after complaining about how our messages were generated, ordered to CALL a telephone number for assistance or resort to CHAT. The branch teller admitted that was a wrong recommendation in the circumstances; she suggested that we become CO-account holders to preclude future problems since the online rep rejected my right to communicate on behalf of the member even after we recounted the complete details of our 7-year relationship: including the fact that I helped the member first open her account at that branch assisted by the branch manager whom we referenced for verification. Reps, online and off, inexplicably ignored our personal referral to the former manager, relocated to the nearby Danville branch. The **************** Specialist provided us with the Universal Signature Card to co-sign, mistreating us as criminal suspects every step of the process with a condescending and suspicious attitude, suggesting at some stage to cut a check for the balance to close the account. She harped upon the member's understanding, resorting to ****** TRANSLATE trying ineptly to prove us fraudulent. Their written response to the **** is riddled with outright lies, omissions, distortions, misrepresentations of fact. Outrageous.

  

  Business response

  12/09/2022

  December 9, 2022 
   
   
  **************** Covino 
  P.O. Box 30108 
  ************, ** 94598 
   
   
  We received your complaint from the Better Business Bureau on November 30, 2022.  We are aware of your frustrations with this matter, as we have received multiple communications from you related to this situation since January 2022. We would like to outline the key components that led to our previous responses: 
   
  On January 3, 2022, Patelco Credit Union received a secure message sent through Ms. ************** online banking platform. Our records showed at this time the membership was held individually by Ms. ************* since May of 2016.  Due to the nature of the message, we noticed it was not directly sent by the accountholder. Therefore, as a standard security measure, online banking access was temporarily suspended until we could properly ascertain the account was not compromised.  
   
  On January 15, 2022, you and Ms. ************ visited the ************ branch where you requested on behalf of Ms. ************ to have all restrictions removed from her online banking. During this visit, you asked what needed to be done to gain access again to Ms. ************ online account. It was explained to you that Ms. ************* would have to be the one to request record changes to her account for you to gain access.  At this time, instructions were provided on how to be added to Ms. ************* account. Patelco took the necessary steps to confirm with Ms. ************* that she in fact consented to add you to her account as a joint account owner.? Once confirmed, Patelco updated Ms. ************** account records to reflect the joint account ownership effective January 15, 2022.  
  

  On January 18, 2022, an email was sent to inform you that all online banking restrictions were removed.  As a joint membership, both you and Ms. ************* were granted full access. This should resolve any further issues when there is a future inquiry request made by either account owner individually.  
   
  ****************, we would like the opportunity to lay this matter to rest. Our position is not to offend anyone, but to take proper actions to demonstrate we care for our members and their memberships. Even though our steps caused you frustration, our intent was always to look out for Ms. ************** financial wellbeing.  Due to the scamming environment that we are currently in, many of our members unfortunately have fallen victim by permitting non-associates access to their accounts. It is our obligation as a financial institution to help safeguard our members.  It is our utmost priority to ensure our members assets are well protected.  Therefore, we conducted our due diligence and security measures to confirm this took place.  As a result, Patelco denies that it made any libelous, false, or defaming statements in the investigation, resolution, or response to this matter.
    
  Thank you for the opportunity to address this matter with you.  
  
  Sincerely,  
  *****************************;
  Senior Member Experience Specialist 

  
  

  Customer response

  12/09/2022

   
  Complaint: 184808417
  **********************, yet another damage control expert evidently, is still ineptly attempting to misrepresent the situation to deliberately distort the narrative and put Patelco in a positive but deceptive light. I have no frustrations, and the multiple communications shall continue until the absolute and complete truth is told. Her key component omitted is that the account was rudely suspended without the courtesy of notice or any rational reason given. Which is why we voluntarily appeared the very next day to present our credentials and inquire about the non-existent notice or reason. Like ****** before her, ********* resorts to more outright lies and libelous falsehoods about what I supposedly did. At no time, did I request to have any account restrictions removed. At no time did I ask what needed to be done for me, personally, to gain access to the account. Access had already been granted to me, freely and willingly, by the account holder since 2016; I needed no access granted by Patelco, ever. These distinctions are crucial since our mutual visit was primarily in the nature of a customer query to find out first, why the account was suspended, and what needed to be done to reinstate it. I demanded or requested nothing of branch reps at any time in that regard. ********* lies as profusely as ****** did previously. A regular teller was the one to recommend co-account holder status. It was their specialist who produced the add-associate universal signature card to sign. Since I knew neither existed, it was impossible for me to request or demand either. At no time was it ever explained that the account holder needed to make any account changes herself. And the so-called steps she claims were taken to confirm the account holder's consent all occurred weeks and months after we had together, in person, completed all the proper paperwork. Their actual ill-intent was to disprove, not confirm, consent; they roundly failed as they continue to do. All I had ever clarified during all of our mutual visits, I was present solely to assist with translating the account holder's wants and requests since she was English-language challenged. That's been my sole purpose during in-person visits since I assisted the account holder to open her account with a former branch manager, whom these present apologists still refuse to acknowledge. The matter shall be duly laid to rest once these reps stop lying and start telling the truth. Notice that throughout the closing spiel about caring for members, safeguarding them, protecting their well-being and whatnot, never once does ********* include myself as meriting that selfsame protection, or deserving that selfsame courtesy and consideration. *******, when the sole role I've ever played throughout this entire saga is performing successfully those exact same functions on the account holder's behalf, at her behest, and with her complete permission, trust, and cooperation at all times. It is that rock-solid relationship that's rankled these reps the most in their inept attempts to portray it as somehow improper, especially on my part, which indeed remains wholly false, libelous, and defaming. What rankles them most is that all their belated attempts to do so fully failed. She can't even get the dates right: the questioned online contact occurred 13 Jan. *** voluntary, mutual visit occurred the very next day, 14 Jan., during which we were both subjected to outrageously ridiculous rigmarole already recounted Patelco's yet to rightly apologize for due to their own incompetence of record. ****** Translate, indeed. Well, we can always still resort to CHAT.

  

  Business response

  12/13/2022

  We have reviewed Mr. ******* new message that he does not accept Patelcos  response to his complaint. Our General Counsel has reviewed this matter and has advised us to inform you that our response we provided on 12/9/2022 to ****************, is our final response on this matter

• Initial Complaint

  09/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 1st I filed a claim with Patelco to cancel an order in the amount of ******** that I had purchased on June 15,2022 using my (Pure) credit card due to what I knew at the time as a unreceived item.Before canceling my order I had been in total contact with the merchant for the goods in hopes that I would receive this item for my birthday on July 5th 2022. I had stressed to the merchant how important it was for me to receive this item before July 1st due to the fact that I would have been leaving out of town on July 1st which i was told process time would be 5 days then it would be overnighted. On July 1st I had contacted the merchant to let them know that I had not received my item and that I would like to had cancelled my order as I no longer needed the product. while out of town the merchant contacted me stating that she did not have the item on hand an how sorry she was for her miss information and that the item was not sent overnight Since then I have tried to dispute this transaction due to shipper stating item was sent after cancelling my order as well as me being out of town for upto 7 days which documentation of me being out of town was submitted to patelco, I spoke with the delivery person which is FED EX who stated item was considered to be a lost package but was not in the value of ******* due to no signature required by the shipper which is ***** shipping policy anything over the amount of ****** require signature. I believe at this time I should not be held accountable since I had cancelled this item BEFORE shipment after consist miss information from the merchant.

  

  Business response

  09/20/2022

  
  September 20, 2022
  
  
  Dear *****************************,
  
  This is to address the concerns you brought to our attention regarding a merchant dispute claim. We performed a thorough review based on the account activities on record to learn more about your complaint.The outcome is as follows:

  
  On 7/01/2022: You filed a card dispute claim for a transaction that settled on your Pure Mastercard on 6/17/2022 in the amount of $1,172.00. The dispute case was opened as "merchandise not received".
  
  On 7/6/2022: Patelco issued a provisional credit back to your Pure Mastercard and launched an investigation to learn more about your claim against PayPal *Tressexsan. We notified you about the provisional credit in writing.
  
  On 7/6/2022: Patelco filed a chargeback to attempt the recovery of the disputed claim amount from the merchant with reference to merchandise not received.
  
  On 8/15/2022: Through the chargeback guidelines, the merchant provided evidence of proof of delivery for the merchandise you requested. The Credit Union was unable to support your dispute with the merchant and denied your claim.
  
  On 8/15/2022: We notified you in writing that we were unable to pursue further recovery on your behalf, because the merchant provided documentation the merchandise was made available to you. Therefore, the provisional credit previously applied for $1,172.00 would be reversed on August 16, 2022.
  
  On 8/18/2022: You disagreed with the concluded investigation of the denied claim and requested to escalate your case to be reopened and re-reviewed.
  
  On 8/23/2022: The claim was reviewed again thoroughly, and the decision remained denied. Patelco Credit Union does not have further recovery rights, as the merchant provided proof the merchandise was delivered by *****.
  
  On 9/09/2022: You spoke with ******, Card Operations Manager for Patelco Credit Union, who confirmed once again the details to the investigation and the reason for your denied claim. She suggested you could try to recover your claim through another channel such as small claims court. Once more, you did not want to accept the decision made and requested to speak to senior leadership.
  
  On 9/13/2022: *************************, VP of Consumer Lending Operations and Service, left a message to follow up with you regarding the final decision of your dispute claim.
  
  
  Based on our multiple investigations and findings, the transaction you have disputed with the merchant, PayPal *Tressexsan for $1,127.00 will remain denied as our final decision. Your recent experiences that you endured with this matter is unfortunate. However, the Credit Union strongly urges you to handle your credit card with care and anymore requests for this dispute you must resolve directly with the merchant.
  
  Thank you for the opportunity to address this matter with you. If you would like any other further clarification or additional information, please send me an email at ***********************************.
  
  Sincerely,
  
  *********************************
  Sr.Member Experience Specialist

  Customer response

  09/21/2022

   
  Complaint: 18011130
  
  I am rejecting this response because: Patelco refused to understand that I filed this claim as item was not made available due to item not being made available when merchant stated it would be available. I was in full communication with the merchant who seemed as a scam so I followed claim dispute procedures so in this insistence I was wrong? I believe I did more investigating this matter more then this banking institution made. What could I do if After over a month a item which I had cancelled was ship without my knowledge an made available through an unsecured delivery method and Im still help responsible! As a client that has been with Patelco for over 9 years I would think they would do a better job with actually taking claims serious but I believe they have gotten more like the bigger banks with to many clients so they cant thoroughly do their jobs failing to keep their mission /responsibilities to each client. In this situation I was a client that was told numerous times that a banking specialist would give me a call to help with this claim I received no calls from anyone just denied claims I hold thousands of dollars into my account this is not enough for them to go over board to keep my funds safe.

   

   

   

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

  

  Business response

  10/03/2022

  October 3, 2022 
  
  
  Dear *****************************, 
  
  We received your rebuttal to our response on September 21, 2022, from the Better Business Bureau. Upon receiving your complaint, a comprehensive investigation was conducted.  
  
  Patelco adheres to Mastercard chargeback guidelines and additional guidelines under Patelcos Open-End Consumer Credit Agreements and Truth in Lending Disclosures for all claims. This disclosure was provided to you upon credit card issuance;however, it is also available on our website www.patelco.org.  Please refer to Section M titled Other Rights Applicable to Credit Cards, under item (2) Merchant Disputes, on page 5-6. You will note that it states:  
  
  "We are not responsible for the refusal of any merchant or other financial institution to honor you Card. We are subject to good faith claims and defenses recognized by law (other than tort claims) arising out of goods or services you purchase with the Card, but only if you have made a good faith attempt but have been unable to obtain satisfaction from the plan merchant and (a) your purchase was made in response to an advertisement we sent or participated in sending you; (b) your purchase was made from a merchant we own or operate; or (c) your purchase cost more than $50 and was made from a merchant in your state or within 100 miles of your home. We are relieved from any liability if you have already paid us for the disputed transaction. Any other disputes you must resolve directly with the merchant."
  
  
  Based on our records, the claim for PAYPAL *TRESSESXSAN was filed as merchandise not received and prompted our dispute investigation. Once a claim has been filed,we are unable to change the reasoning. During this process, the merchant provided evidence from ***** that the item was delivered on July 2, 2022. As a result, we no longer had the ability to support your dispute based on the reasoning you had selected.
  
  As a courtesy, we continued to make multiple attempts for recovery as a goodwill gesture, which was itemized in our previous Better Business Bureau response. Patelco was informed each time that it did not meet the criteria and prevented us from recovering the funds. This was explained to you over the phone on August 29,2022, by our Card Operations Specialist, and September 9, 2022, by our Card Operations Manager. Both advised that recovery would need to go through the merchant directly or in a small claims court. Additionally, our Card Operations VP attempted to contact you on September 13, 2022, per your request, to which he left a voicemail but did not receive a call back. These details were confirmed during our initial investigation.  
  
  Patelco performed its due diligence and researched the matter you addressed regarding your dissatisfaction with the denied claim. Therefore, our response remains the same. Patelco does not agree that we did a poor investigation, as we have reviewed this case multiple times.The attention to this matter did not differ from our standard practices, and we worked earnestly to retrieve the funds on your behalf.  
  
  Considering the facts outlined, further attempts for recovery should be resolved through the merchant directly. We highly recommend scrutiny whenever using your cards since not all transactions are able to go through our dispute channel. 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 
  

• Initial Complaint

  07/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 19th - 24th my Patelco Savings and Credit Cards were hacked, and $20,000 plus was transferred from my Credit Card to my Savings Account and subsequently transferred to an external account (Not Mine) Since this episode I have tried to have my accounts brought back to the original amounts. Calling the **************** is very futile at best. It's been over 60 days since this started and I have not received any information on the status. The Patelco email does not interface with my email server, consequently, I cannot receive Patelco emails. I have removed all filters and requested a test email, but nothing has been sent. Now when I call, I'm transferred to several locations, only to find I'm back to where I started. Please assist me in assisting in this matter.

  

  Business response

  08/03/2022

  August 3, 2022
  
  *************************
  2746 ******** Ave
  *******,** *****
  
  Dear *****************************,
  
  This is to address the concerns you brought to our attention regarding your Patelco Credit Card and Savings account being compromised. We performed a thorough review based on the account activities on record to learn more about your complaint. The outcome is as follows:
  
  On 5/26/2022: You notified Patelco of the several unauthorized transactions performed on your account. Two cash advance transfers from your credit card to your savings, two external transfers and a wire transaction all from your Savings account.
  
  On 5/26/2022: Patelco immediately closed your membership to prevent any additional unauthorized transactions and opened you a new membership.
  
  On 6/2/2022: You visited the ********* branch to complete the Affidavit of Forgery documents needed for the investigation and your signature was notarized.
  
  On 6/6/2022: A partial recall wire recovery of $7,747.90 was received from Bellco CU from the outgoing wire transfer and credited back to your Savings account with the original effective date of 5/24/2022.
  
  On 6/28/2022: A filed dispute case for reimbursement of the two unauthorized external transfers were sent to Bellco CU. We have not received a response from the filed dispute.
  
  On 6/28/2022: The $8,000.00 credit card advance transfer was moved back to your Credit Card with the original effective date of 5/19/2022. This made accrued interest and finance charges associated with this transfer automatically adjusted on your statement cycle of July 15, 2022, which shows $81.89 adjusted back to your credit card balance.
  
  
  On 6/28/2022: The cash advance fees associated with the Credit Card transfers have both been adjusted and can be viewed on the statement cycle of July 15, 2022.
  
  
  On 7/26/2022: Patelco adjusted the two unauthorized external transfers that were sent to Bellco CU back to your Savings account. In the amount of $4,982.00 with the original effective date of 5/19/2022 and the amount of $4,917.00, with the original effective date of 5/20/2022.
  
  On 7/26/2022: The difference of $2,252.10 was adjusted back to your Savings to complete the unauthorized outgoing wire transfer that totaled $10,000.00 with the original effective date of 5/24/2022.
  
  Accrued interest and finance charges associated with the credit card advance of $9,853.00 which was adjusted on 7/27/2022 with the original effective date of 5/23/2022, will automatically be adjusted on your next statement cycle by August 15, 2022.
  
  On 8/1/2022: I had the opportunity to speak to you and hear your concerns firsthand. During our conversation you confirmed you now receive emails from Patelco. You received an email from the Branch Manager, *********************************** on 7/23/2022 and she received a response back from you on 7/25/2022.
  
  Based on this information and investigation completed from our Fraud Prevention team,Patelco determined that your online credentials were indeed compromised by an unknown source. All unauthorized transactions were adjusted back to your accounts and filed disputes with Bellco CU were filed for further investigation.
  
  Patelco offers resources to educate our members about the prevalence of scams and tips on preventing them. To access this information, please visit our ************ at www.patelco.org. If you have not done so already, we highly recommend setting up Account Alerts for your account in online banking. As always, please remain vigilant by reviewing your account activities daily.
  
  Thank you for the opportunity to address this matter with you. 
  
  Sincerely,
  
  *********************************
  Senior Member Experience Specialist

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My purse was stolen on April 23, 2022. My wallet and other belongings were in my purse at the time it was stolen. I realized that money had been taken from acccount on the night the purse was stolen. I immediately disputed the transactions. I reported the theft to the ***************************** and to the bank. While on the phone with the bank I was asked if I had done any online banking, I informed the representative that I had not. She the told me that there was online banking activity that was being done at the time I was on the phone with her and that a transaction had just came through. She then froze my account and changed my account number and member number. I went into the branch in *********** spoke with the branch manager and assistant manager, informed them about what happened and filled out a fraud report. I was told I would be contacted by the fraud department. After a few days I had not heard anything from the fraud department so I called and spoke with ******* the manager of the department. She accused me of having something to with the fraudulent activity on my account which was totally untrue! After a few weeks I received a letter from the bank saying that the investigation was closed and that there was no pattern of fraudulent activity on my account. I didn't have the police report at the time I spoke with her because it had not been closed yet and I couldn't get it. I finally got the police report and submitted it to the fraud department to prove that my purse was stolen. After a few more weeks I received another letter saying the exact same thing, that there was no fraudulent activity on my account. $600 was taken from my account by the thief and there was fraudulent online banking that was done that ******** my account by almost $700. I am out of over $1,300 and the bank is blaming me for it. I was unfairly treated and the incident was poorly investigated.

  

  Business response

  07/29/2022

  Dear ****************,
  We performed a thorough review to learn more about your complaint.
  
  Your complaint states that your purse was stolen in April 2022 and that funds in your account were stolen. Your claim was investigated by our fraud prevention team. It was in fact reviewed twice. Their investigation found no fraud occurred and elements of fraud were not present based on the overall transaction history of your account.
  
  Specifically, your funds were not drained out of your account, there were no excessive attempts on your card, no balance inquiries on the account (based on your report that you left your PIN and other account credentials in the purse) and we found no fraud attempts were ever made.
  
  Were you referring to the 3 checks that were deposited to your account via your Patelco Online banking on April 25, 2022 totaling $1887.04
  
  Those were reversed out of your account because these were checks not payable to you (they were 3rd party checks) and were payable to people who are not joint owners of your account.
  
  We have recorded calls of your conversations with our internal teams. We found no evidence of any blame placed on you by any of our teams.
  Please know that we tried to contact the Police Officer who wrote up the report to learn more details but did not hear back.
  
  At your request, your account was closed in branch on July 15, 2022 and the funds in the account at the time were provided to you.
  Thank you for the opportunity to address this matter with you.
  
  Sincerely,
  ************** ******
  Voice of the Member-Officer
  
  

   

  
  

  Customer response

  07/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: Everything that was stated is not true!! There was fraudulent activity on my account and the checks that were deposited in my account were not reversed they ******** my account and I had to pay it! I have proof of everything! The response is lies!!
  
  Sincerely,
  
  *****************************

  

  Business response

  08/19/2022

  August 19, 2022

  
  *****************************
  783 ***************.
  *******,** *****
  
  Dear *********************************,  
  
  We received your rebuttal to our response on August 2, 2022, from the Better Business Bureau. Patelco investigated your claims further to understand more about your complaint. The outcome is as follows:

  
  On 4/25/2022: You notified Patelco of the (3) ATM withdrawal card claim transactions performed on your Checking account. You claimed to have reported your purse stolen on the evening of 4/23/2022 to the *****************************. During the recorded call with the Patelco Agent, you stated that your pin number to your ******************** Debit card, username to your online banking and password were all written down on a Patelco informational card you had in your wallet to help you remember your credentials.
  
  On 4/25/2022: During your call with the Patelco Agent, you were questioned on the recent multiple mobile deposit activity seen in your Checking account. The deposits included a check for $429.10, $274.40, and $1,183.54 that all occurred the same morning of 4/25/2022. This also included a Zelle transaction for $740.00 that was sent concurrently after the mobile deposits. You stated that your account had been compromised and you did not conduct or authorize any of these transactions. Patelco immediately closed your membership to prevent any additional transactions and opened you a new membership.
  
  On 4/26/2022: You completed the Affidavit of Forgery documents needed for the investigation to the Zelle transaction.
  
  On 5/4/2022: A denied card fraud letter was sent considering all the details made in the claim. The activity did not reflect that of a Lost/Stolen card.
  
  On 5/11/2022: The Card Fraud Prevention Manager reached out to speak to you to discuss the denied claim.
  
  On 5/12/2022: A letter was sent to you after all the facts were considered, the Zelle fraud claim was denied.
  
  On 5/17/2022: A second follow up call with the Card Fraud Prevention Manager was completed to review the two declined claims with you.
  
  On 6/15/2022: Patelco received from you a copy of the *********** Police case report filed. There were multiple attempts made to contact the *********** police to see if any other discoveries were made to the report that could potentially overturn a denial if the evidence supported the claim. Unfortunately, we did not receive any follow up call from the detective on the case.
  
  On 7/8/2022: A second denial letter was resent to you since the Police Report was inconclusive.
  
  On 7/15/2022: At your request your account was closed.
  
  On 7/22/2022: Patelco received your complaint from the Better Business Bureau that you were unfairly treated, and your incident was poorly investigated.
  
  On 7/29/2022: Patelco responded to the Better Business Bureau complaint that the investigation was reviewed and did not find any fraud that occurred, and no elements of fraud were present based on the overall transaction history.
  
  On 8/2/2022: Patelco received your rebuttal response from the Better Business Bureau that you did not agree with the response provide on the investigation findings.
  
  On 8/10/2022: Patelco was able to speak to Detective ******* who was assigned to your case. He stated he had nothing new to report to the case. He stated he had other high priority cases to handle and could not follow up with your case since it was a low priority for him and his department.
  
  Based on this information and investigation completed from our Fraud Prevention team, Patelco determined that to perform the online mobile deposits and online Zelle transfer, the account holder would have to enter the username and password for your Patelco online banking to perform these transactions. Even if someone gets your online banking credentials, they cannot access your account without a one-time verification code sent to your registered information on file. In your case, we sent the one-time verification code to your Yahoo email address on file on 4/25/2022 that was validated. The smart phone device used accessed online banking with continuous logins that occurred from the saved device and your iPhone. We traced the ** addresses from data transmission that originated from same ** addresses used prior to the fraud and the same Comcast provider was consistent with all the smart phone logins.

  
  ****************, you confirmed you did not have any email information in your purse according to all the recorded calls that took place with Patelco representatives and the reported police report. You also confirmed you located your phone the morning of 4/24/2022 that had a locked code and some physical damage, which did not enable you to continue using your phone. Based on the ** address logs, the one-time password verification code used to gain access, the written and verbal statements with the inconclusive police report. The investigation to the mobile deposits and ***** transfer claim will remain denied.

  
   However, to resolve the (3) ATM withdrawal card claims, Patelco is taking the following action:
  A $614.25 Official Check has been disbursed payable to you. This included any ATM fee charges accrued.
  On 6/18/2022 you confirmed and agreed to pickup of the Official Check at the ************************************** with the Branch Manager.
  
  
  Patelco performed its due diligence and researched the matter you addressed with your frustration to the decision to deny your claim. Considering the facts outlined above, Patelco does not agree that we did a poor investigation as we have reviewed this case multiple times. We did not treat you any differently than we would our other members.
  
  Please know that Patelco Credit Union actively works to combat fraud on our members accounts.To learn more about our efforts, please visit Patelco.org and read our articles on Financial Wellness-Your Money-Protecting Yourself.  
  
  Thank you for the opportunity to address this matter with you.
  
  Sincerely,
  
  *********************************
  Senior Member Experience Specialist

  Customer response

  08/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: I informed you that the password to my online banking that was accessed was the same password to my email. People that are committing fraud use whatever information they find such as username & password information to try and access whatever they can and thats exactly what happened. Im sure Im not the only one that use the same username and password for multiple accounts. Its easier for me to remember the same username and password. In the police I informed them of the Zelle transactions that were made. Patelco reversed one of the transactions but not the others and Im still confused on why. I understand that the Detective is really busy and this is a low priority. Im very aware that there are higher priorities than mine but I did exactly what I was supposed to do as far as calling the police, filing a report, giving suspect information and reporting everything to the bank. It is not my fault that the police department is too busy handling more important cases. I am thankful for the $614.00 that was returned to me by Patelco but I am still out of $740.00 that wont be given back. I did not give anyone a one time password and I did not authorize anyone to access my account. What happened to me was very unfortunate and to still be looked at as the perpetrator is even more unfortunate. This whole ordeal has caused me so much stress, anxiety and money that was taken from me and wont be returned.
  
  Sincerely,

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

  

  Business response

  08/23/2022

  August 21, 2022

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

  Please be advised that we have ample evidence on record based on the results of our internal investigations and we wholeheartedly supported your request to close your Patelco membership on July 15, 2022.

  Thank you for the opportunity to address this matter with you.

  Sincerely,

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

  Voice of the Member-Officer

  Patelco Credit Union

  Customer response

  08/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The internal investigation was poor and improperly done. The evidence that you claim you have is inaccurate. Im not gonna keep going back and with you about the unfairness of this situation and how Ive been treated because clearly you could care less. I was robbed by someone and I was robbed by Patelco. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Continue of my complaint case number ******** - Patelco Credit Union ****************************************** made a simple auto refinance a frustrating, stressful, financially hardship, belittling time consuming experience for me and my daughter (Funaki Moala). Me and my daughter purchased a vehicle with his approval in *********, after he received all the necessary informations from CarMax that he requested approving the purchase for refinance. The next day in *********, he told my branch bank teller (*********) that there is an issue with overnighting the refinance check to CarMax. ********* told him it shouldnt be an issue because *** is next door and they can pick up the check that afternoon and overnight it. Later, ****** told me that the bank wont refinance the vehicle because the blue book value was low. I flew back to ********* and made a list of vehicles for ****** to check blue book value and get the approval for full financing. He approved of one so we purchased it. ****** told me that I needed to pay $334.99 to get full financing. I paid. Before we drove the vehicle out of the lot I called ******, since hes always coming up with issues. ****** said, all is good he emailed the application for us to sign. As we drove out, ****** called to tell me that Patelco wont approve the refinance unless I pay the difference of $928. I didnt have time to check why, so I just agreed to pay. Later I checked and found that he mistakenly charged me $594 more and recharge me for the $334.99 I already paid to CarMax. The next day, I went to talk to my bank branch assistant manager (****) about the mistake because we werent gonna sign until they fix Olivers mistake, and I didnt want to deal with ****** because he has been intentionally adding problems for me and my daughter. **** talked to ****** and told me theyll take care of it. A few hours later Patelco withdrew the mistaken amount. I went to tell ****. Later, Patelco Supervisor ******* told me they will put $334.99 back

  

  Business response

  07/23/2022

  Dear **************, 
  
  Thank you for taking my call on Friday July 22, 2022. I am so happy that Patelco was able to update your rate to ****% for 66 months! As we already discussed, the amount that was over financed has been put back into your daughter Funaki Moala's account. 
  
  If there is anything further that I can assist with, please don't hesitate to reach out to me directly by email or phone. 
  
  Thank you so much for being members!
  

  Warm Regards, 
  ***************************

   Manager- Member Experience

  Customer response

  07/26/2022

  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. I received a call from Patelco Credit Union (***************************). Im so thankful to ******** and Patelco Credit Union  for understanding my concerns. Patelco Credit Union has always been fair to me and my family, but this recent experience was concerning and they dealt with it promptly and fairly as I expected. I used any avenue to hear my concerns including formally notifying Patelco Credit Union, and Im so glad they always take time to hear us. They made the necessary adjustments to properly address our concerns, and we feel appreciated. Thank you ********, ***** and *****. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  As of January ********************************************************************************* the mail and another card was issued. I attempted to check my points in June but was unable to log in to the reward site. I have called customer service on multiple occasions as well as sent messages via their website to no avail. I am not able to access any information. I have been told I would receive a call or email when the problem was resolved. I have not heard back from Patelco. I am considering closing my account as it has just been paid off, again.

  

  Business response

  07/18/2022

  Dear **************, 

   

  Thank you so much for allowing me to help you with your MasterCard Rewards issue. I am happy that we got that resolved and you are now able to access your rewards. 

   

  If there is every anything I can do for you in the future, please don't hesitate to reach out to me directly at *******************************. 

   

  Thank you for being a member!

  Warm Regards, 

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

  Manager- Member Experience

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Patelco Credit Union has continued to leave my account vulnerable to hacking due to what I am certain is an internal breach. Once again I get an alert on my phone and my email of fraudulent charges! I don't carry my debit card with me ever it's locked up in my safe for emergency use only, but every time out of nowhere, I get a fraudulent notification. I don't feel protected by Patelco and I've made several attempts to call to speak with a live person and request a manager only to be left on hold for more than an hour each time! I want to Close My Account ! I don't feel protected and I don't feel valued as a customer!

  

  Business response

  05/24/2022

  May 24, 2022
  
  Ms.***************************
  1377 C ************
  ********,** *****
  
  
  Dear ********************,
  This is to address the concerns you brought to our attention regarding the notification you received about fraudulent transactions attempting to process through your debit card. To learn more about your complaint, we performed a thorough review based on the account activities on record. The outcome of our review is as follows:
  
  5/11/2022, at 8:20am, you received a text alert and an email message to confirm recent activity from the ********* Store.
  
  5/11/2022, at 8:38am, you contacted the ********************* to request a new debit card and requested to speak to a supervisor regarding the recent fraudulent transaction attempts you had been notified about.  Unfortunately, the call dropped while you waited for a supervisor.
  
  5/11/2022, at 9:53am, you replied No to the text alert, to confirm you did not authorize such activity on your debit card. Immediately thereafter, Patelco declined all fraud attempts with the merchant, ********* Store.  Our system is designed to capture possible fraud attempts. Also, we listened to the recorded call between you and our call agent. We heard your frustrations and promptly escalated your concerns to be addressed by our *********** leadership.
  
  On May 17, 2022,  our ********************* Manager contacted you over the phone and reviewed your account activities to confirm no other fraudulent attempts had processed through your checking account. She also was able to hear firsthand all your concerns and feedback. We hope this conversation helped clarify all your concerns about safeguarding your assets at Patelco.
  
  Additionally,we want to make sure you are aware of Patelcos communications to its members about fraud schemes and how to avoid them. Please visit our ************ at www.patelco.org to learn more about the prevalence of scams and our tips on prevention.
  Thank you for the opportunity to address this matter. If you would like any other further clarification or additional information, please send me an email at ***********************************.
  
  Sincerely,
  
  *********************************
  Senior Member Experience Specialist
  

• Initial Complaint

  05/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Please send me the documentation about this account, if you cant evidence this account you need to remove this late remarks immediately as it is severely impairing my credit. please correct this reporting. This is a BILLING ERROR.

  

  Business response

  05/26/2022

  
  May 26,2022
  
  ************************* ****
  115 *****************, #3
  ************, ** 94596
  
  
  Dear ***************** *******************,  
  

  
  This is to address the concerns you reported regarding a billing error with your Mastercard Points Reward card on your credit report. We performed a thorough review based on the account activities on record to learn more about your complaint. The outcome is as follows:
  
  On 12/4/2020: Our Account ******************** reached out to advise you of the remaining amount due, in order to advance your due date and clear up both the past due and the over the limit due amounts. You committed to pay by 12/15/2020 to bring your account up to date.
  
  On 12/14/2020: Our Account ******************** was again in contact with you to remind you of the delinquent past due and over the limit amounts.
  
  On 12/15/2020: Patelco received $275.00 payment from you that cleared only the minimal payment amount. The billing statement showed a minimum payment of $190.00 with a past due payment of $190.00 from the previous month including an overlimit due of $190.89. This made your 12/15/2020 total payment due to $570.89. You may refer to your credit card statements that we emailed to you on 5/25/2022 at your request.
  
  Additional communication was mailed to you on 12/2/2020, 12/16/2020 & 12/30/2020. All were collection notices to advice you of your delinquent status on your credit card.
  
  On 1/6/2021: Patelco received $290.00 payment and on 1/15/2021 we received an additional $250.00 payment. You made a total payment of $540.00 when all that was needed to get caught up was $509.63.
  
  On 5/24/2022: I had the opportunity to speak to you to arrange to have your billing statements sent to you as you requested. You agreed to have them emailed to the email address listed on your complaint. Billing statements from Sept. 2020- Feb. 2021 were emailed to you on 5/25/2022.
  
  
  As a reminder, Patelco provides the open-end consumer credit agreement and truth in lending disclosure when you agree to the new credit card. You should refer to the Consumer Credit Agreement Disclosure,under Repayment terms, page 4, sections ***** that states:
  
  Minimum Payments: a) Credit Cards: Your minimum monthly payment will equal 2% of your outstanding balance or $24.00, whichever is greater. b) Personal Line of Credit: Your minimum monthly payment will equal 2% of your outstanding balance or $46.00, whichever is greater. c) All minimum payments must include over-limit amounts, delinquent amounts, and fees.
  We may apply Account payments in any order allowed by law.
  Increases in your outstanding Account balance increase the required
     minimum payment, which will be reflected in the monthly statement.
  You will make monthly payments on or before the due date specified in your periodic statements.
  
  Patelcos mission is to strengthen our members financial lives and we have many ways our members can apply for hardship assistance or resources available. Please visit our website for more information. www.patelco.org/member-support/financial-hardship-assistance
  
  Additionally,we want to make sure you are aware Patelco is required by Fair Credit Reporting regulation to report account information to all credit bureaus. Patelco researched the matter you addressed and based on the facts outlined above,Patelco does not agree we made a billing error as we made many attempts to inform you of the delinquent status of your points reward credit card.
  
  Therefore, as a courtesy, and because you did make a payment each month, however it was not enough to clear the over the limit. We have removed the December 2020 delinquent trade line from your credit report.

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

  Customer response

  05/27/2022

  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

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Just a Fantasy:I applied for their credit card and was pre-approved for $5000. I took the next step and applied but after a hard pull, it said that I was conditionally approved for $7500. Patelco Credit Union emailed me. The below was requested.Required stipulations:* Confirm the source of the other income including time received * Provide most recent paycheck stub or other proof of income for all applicant (s)* Provide a clear color copy/scan of your valid, state-issued Driver's License (or bring in person to a branch)I sent all of the information requested the same day. I thought I was done, especially since most people who apply never need to provide proof of income (with similar credit files) nor extensive documentation. Instead, more information was requested using a condescending tone of disbelief. I requested a supvisor.I sent several emails and they ignored me. They didn't work with me, though I was patient for more than a month. ****** did call me but she ignored my emails and kept insisting that I call her. Despite the fact that I am working (the same hours as she is). Finally, I asked to have my important files deleted along with receiving confirmation of such but was ignored. I checked into my credit report and found not only one but 2 hard pulls on my account from them. One from 2021 and one from April 2022. I have never heard of them prior to this year. I requested to have my information deleted and the hard pulls removed. ****** mostly ignores my emails and says to call. I emailed my request and said I'd wait until the end of the day for answers. She emailed me approximately 10 minutes from her quitting time but still ignored 80% of my requests. She has refused to explain the following:Request for more info., the 2nd hard pull, the confirmation of deletion, the approval of my card since I sent all requested documentation, confirmation of my photo, photo license and document deletion. Any of the above would be helpful.

  

  Business response

  05/02/2022

  May 2, 2022

   

  To our BBB partners:

  We are working on this. Your patience is appreciated.

   

  Sincerely,

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

  Voice of the Member-Officer

*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. ↩