ComplaintsforPatelco Credit Union

• Initial Complaint

  04/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was recently denied a checking and savings account. It has been such a disappointment considering that I have heard such good things about your bank. I wish to request my application for all accounts be reconsidered. As you know, my credit history with you is spotless. I have always made payments on time. I look forward to hearing from you. I am quite confident that there will be no complications with this request. Please let me know if you need more information or documents to process this request. I would like for you to manually be reviewed by a competent human rather than a computer; in order to restore my faith in your bank. I need answers this does not make any sense to me. I am very upset.No one can seem to help me or answer my questions, this decision needs to be appealed. I have called multiple times and still cannot speak to anyone. This is very frustrating.I look forward to forming a relationship in the future with other products and services your institution has to offer. attached is my Chexsystems report and there is NO ADVERSE DATA, therefore your reasoning for not opening my accounts is a lie and I demand it be fixed at once!

  

  Business response

  04/25/2022

  April 25, 2022

  Dear BBB Partners,

  First, please accept my apologies for my delayed response.

  With regards to consumer named ****** ********, our records show multiple applications for membership and we responded by sending notifications to the address provided.

   

  Our decision to decline remains firm. 

  Please contact me directly if you require further proof. We have no plans to engage with this applicant any further.

   

  Sincerely,

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

  Voice of the Member-Officer

  Patelco Credit Union

   

  Customer response

  04/25/2022

  
  Complaint: ********
  
  I am rejecting this response because: too many excuses 
  
  Sincerely,
  
  ****** ********

  

  Business response

  04/26/2022

  April 26, 2022

  Dear BBB Partners,

  The Credit Union performed an extensive review based on the information this consumer provided on his application. Notifications to him were sent to decline him for membership. Our Fraud Prevention team was a significant part of the review. Our decision to decline the consumer for membership remains firm. Thank you.

  Sincerely,

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

  Voice of the Member-Officer

  Patelco Credit Union

   

   

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 23 I received a text message from Patelco Credit Union if I attempt $142.50 at Target, I pressed NO. Then I got another text Free MSG: From Patelco Credit Union. Compromise username and password, cancel. I was able to open my account when the scammer called me he said that I cannot see anything yet because it was pending in the system, then the call got disconnected. I told the scammer that I had called the bank and the answering machine replied that it was closed for the holidays, and he answered that he was calling from the fraud bureau and that they were elsewhere, and the number that he was calling for it was the same number that Patelco has on the website.He said they detected that somebody was transferring money from my account. When he accessed my account, he took out $8,000 from my Money Market account. The ***** sent me emails with the word refund, but I could not access my account, He said I will receive an email with the instructions. I called the bank on Monday, and they said they'd had a lot of calls with the same problem. I filed a police report, I went to the bank in *******, I filled out every piece of paper they asked me to. Also, I did all of these on December 28, 2021. I was told by the bank staff that I would likely get my money back in 30 days. I am still waiting. Not only that, but I sent a message to her, no response. Furthermore, I email the bank, and they replied that my case is still under investigation. I want my money to be reimbursed. This would have been avoided if the bank had left a helpline open, especially when holidays are when scammers are most active and customers are easy prey for them. I'm looking forward to moving my money to a different bank.

  

  Business response

  03/28/2022

  Dear Ms. *****
  
  We would like to address the concerns you brought to our attention regarding your account being compromised. To learn more about your complaint, we performed a thorough review based on the account activities we have on record.Below is the outcome of our review:

  
  Our Fraud Prevention team performed an investigation and confirmed that you were indeed a victim of an online banking scam. The credit in the amount of $8,500.00 that we posted to your new account on March 22,2022 will remain permanent. We will also be responding to your recent complaint from the CA ********** of ********* Protection and Innovation, received on March 24,2022.The theme to your complaint is similar in nature to your Better Business Bureau complaint.
  
  Thank you for speaking to me on March 24, 2022, and giving me the opportunity to hear your concerns firsthand and explain the steps Patelco takes to safeguard certain transactions. As we discussed through our phone conversation, we recommend you visit our ************ at Patelco.org to learn more about the prevalence of scams and our tips on prevention. As always,please remain vigilant by reviewing your account activities daily.

  
  If you would like any other further clarification or additional information, please send me an email at ************************************ Thank you for taking the time to share your member experience and concerns with us and for the opportunity to address this matter with you.

  
  Sincerely,
  
  *********************************| Patelco Credit Union 
  Senior Member Experience Specialist 

  Customer response

  04/04/2022

  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,
  
  ****** Post

• Initial Complaint

  03/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I transferred money from an external bank account to my Patelco credit union account. I noticed Patelco completed the transfer however my funds were unavailable to me. I called in on 03/02/2022 to find out why I only had access to $300 instead of my full transfer I was told my funds would be available for me to access them on 03/04/2022. At 3:43pm on 03/02/2022 I received an email from Patelco which was not very informative and poorly explained requesting I provide proof of ownership. The bank disabled my account without notifying me (even after calling in earlier that day.) All of my money was inside of my bank account. I have no access to my money. The banks email stated I had several ACH deposits which was not true. I only had one. I requested the bank provide proof of several ACH deposits and they denied my request for such proof. If my account was disable for such a reason the bank should provide proof of such. Next the credit union requested I provide a bank statement but didnt specify what bank statement, the credit union or my transferring bank. When I called in and asked for the steps to go forward the credit union failed to provide the steps it would have to take to have access to my money. Instead of the bank refusing the transaction because they were suspicious or would need more information, they instead took my money and now denying me access to it.

  

  Business response

  03/11/2022

  Dear *******************,
  
  We would like to address the concerns you brought to our attention regarding a recent external transfer request performed on your Patelco checking account. To learn more about your complaint, we performed a thorough review based on the account activities we have on record. Below is the outcome of our review:
  
  On 3/01/2022, an external ACH transfer of $8100.00 posted to your account and Patelco made $500.00 dollars available immediately.  
  On 3/02/2022, we released an additional $500.00 dollars after you contacted our ********************* asking for more funds to be available.
  Later in the day, on 3/2/2022, you received an email requesting proof of ownership for an external account you had recently set up with us.
  On 3/03/2022, you visited the San *********************** and provided the proof of ownership via a bank statement to validate the ownership of this account.
  On 3/04/2022, all funds were made available.
  
  Thank you for speaking to me on 3/09/2022 and giving me the opportunity to hear your concerns first hand and explain the steps Patelco takes to safeguard certain transactions. If you would like any other further clarification or additional information, please send me an email at ***********************************.

  
  Thank you for taking the time to share your member experience and concerns with us and for the opportunity to address this matter with you.
  
  Sincerely,
  
  *********************************
  Senior Member Experience Specialist

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reached out on 2/3/2022 and disputed a charge , the next day I reached out again and explained it was an error from the vendor, not fraud. No one at that organization tells me they cannot resume my card, that instead I need to wait for a replacement. Mind you the time before I lost my card and found it, they resumed it. They call me to tell me they dont know why this was not explained. Fast forward to 2/23/2022 and several messages, still no replacement card. I want the card replaced ASAP. They keep closing branches and the contact center is horrible. They should credit NSF fees as well for all the wasted time. I can NOT wait to move these accounts to another credit union.

  

  Business response

  03/02/2022

  *****************, 

  
  My name is ***************************, I am the Manager of our **************************** at Patelco Credit Union. I want to thank you for bringing your concerns about your debit card to our attention. 

  
  After researching your Better Business Bureau complaint with our Card Fraud team, I learned the following:

  
  On 2-4-22, you filed a card fraud claim via Online Banking for debit card ending in ****. As a result, Patelco reported the incident to MasterCard as "Fraud Reported and the card was closed. This action is taken to prevent further fraudulent transactions from being authorized against your card. Once this action is taken by MasterCard, it cannot be undone. This process is different then reporting a lost or missing card.

  
  On 2-5-22, via Online Banking, you requested to withdraw your card fraud claim indicating the charge was merchant error. Per your request, the claim was closed. In this message you also requested for your card to be resumed. Although we would not have been able to reinstate the debit card due to the actions of MasterCard,we failed to respond to your request notifying you of this.

  
  On 2-11-22, via Online Banking, you contacted Patelco again asking to have card ending in **** reopened. ***** from our Card Fraud team tried to reach you by phone to discuss the request but was unable to reach you. ***** left a detailed voicemail about your options for card replacement, which included going to a local branch to obtain an instant issue card. Based on my review of your account, I dont see that you opted for an instant issue card.

  
  I completely understand the impact of being without a debit card for an extended period of time. Typically, when our cards are ordered, they will arrive to our members in 5-7 business days. Unfortunately, our card deliveries experienced significant delays in February due to unforeseen circumstances with our card vendor. I sincerely apologize that your card was part of this delay. I have confirmed that your card is in the mail to you as of the date of this response and you should receive it any day.

  
  I truly appreciate you bringing these concerns to our attention, and I appreciate your valuable feedback regarding this experience. 

  
  Warm Regards,

  
  ***************************
  Member Experience Manager, Patelco Credit Union

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I own a Maserati I financed with Patelco over a year ago and I have had a terrible customer experience with the above employee this evening.A few days ago Patelco was ready to have me sign addendum paperwork to lower my rate when ***** abruptly came back and let me know my credit score had drastically dropped in just one week. I have currently $100,000 liquid in cash as well as $240,000.09 in a 401K. I have never missed or been late on any of my auto loan payments. I am only requesting to lower the rate no change to the term or the amount therefore there is no new or additional risk to this loan. In addition again I have never missed a rent payment or credit card payment or loan payment. I called in tonight and ******* was incredibly rude stating I am sorry you feel that way and further rupturing the long standing relationship I have formed with Patelco that spans over 24 years starting with my 1st car as shown with the following. The service I have had to endure is excruciating and tonights customer experience is horrid with *******. My application was stated as unemployed when I emphasized that I am currently employed on Disability. Please note I am still employed This was Patelcos error. I am unsure am I refinancing or streamline and is a credit check required. The errors are important to note and **************** is heinous. She wanted to forward my formal complaint to a general inbox. She made me feel worthless as a customer. I asked for an email and she refused to provide her Managers email only saying she can provide her email. Please pull the call she also intentionally hung up on me. Please note I have copied the better business bureau as ******* refused to provide any information to my request for the Patelco headquarters and executive office and upper management to file my formal complaint. I look forward to receiving an apology, escalating my complaint to the highest department as well as having this abusive experience rectified.

  

  Business response

  01/10/2022

  January 10, 2022

  January 10, 2022

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

  Please accept our sincerest apologies for the unpleasant experience you endured on the phone. Please know that I listened to the recorded call and asked our Consumer Lending team to help. We have someone at the ready from our Consumer Lending team  to provide you with options that you may find helpful with your original request.

  Please email me at ******************************** to let me know your availability to receive our call. If calling me works, here's my phone number: ************. Please leave me a message and the date/time to best connect with you. 

  Your telephone exchange with our *********** employee has been escalated to the appropriate *********** Leadership for their awareness and further action.

   

  I look forward to hearing from you. 

  Sincerely,

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

  Voice of the Member-Officer

  Patelco Credit Union

   

   

  Customer response

  01/11/2022

  I have been profoundly impressed with the unmatched service I have received from the Better Business Bureau. Before Patelco Credit Union responded to my complaint both by phone as well as by email ****** however instantly responded to my email.

  
  After a 24 year relationship spanning with Patelco again starting with the financing of my 1st vehicle as a young woman to now financing a brand new Maserati with them never late on one payment with them while Disabled and during a Pandemic I expected more than this. 

  
  At this time the response is not satisfactory to me. I need only written options provided ***** only in email copied in this email string. 

  
  In addition it is highly unprofessional to have an employee treat any customer long standing or new the way I was treated. I am both appalled and ashamed to finance my vehicle as a Professional with a successful 24 year Banking Career recognized as a ***************** and Outstanding Performer. I would be absolutely mortified to treat any of my clients (Affluent or not) the way ******* treated me. 

  
  Furthermore lets continue to focus on whether my credit was necessary to be pulled for a streamline rate reduction no term no balance adjustment. In addition after a year of being with Patelco with this new vehicle I call often why was this not offered to me prior on every call I made it. Lastly, I want to highlight your employee was also going to send me the addendum to sign for a rate reduction until she looked and said my credit score had dropped when I had not taken any new credit out I have one credit card with a small limit of ******* I pay before statements are mailed because I closed a 33K limit credit card 6+ Months ago because I value service over products. That was how I was successful in My Corporate Career-Exceptional Service.

  
  

  Customer response

  01/13/2022

  I have a very serious complaint in regards to my application process for Social Security Benefits as I was discouraged from applying from two employees at SSA.

  
  I brought it to ******** attention immediately she promised to file the complaint on my behalf after following several times and a a legally Disabled person as you can see in this email she has not reported my complaint in a timely matter. 
  
  

  
  In addition I am working with ***** at ******************** I privately pay for through my employer benefits for coverage and they do a terrific job of attaining all your medical records but I have not had my request to work directly with ****** for their requirements to apply for SS benefits for my appeal process handled with the medical records I provide. 

  
  I anticipate I will get some headway on both these concerns that have been an ongoing disregarded priority. Thank you kindly again ****************. God Bless You.

  
  Sincerely,

  **** ********* 

  On Wednesday, January 12, 2022, ***************************************** <************************************************************> wrote:
  

  Good Afternoon **********************,

   

                  I wanted to follow up  from your most recent email,  with regards to filing a complaint with the Public ***************** you will need to contact ************************ Services at ************** to initiate that complaint as it relates to the prior consultative evaluation you were scheduled for.  Going forward should there be any updated to medical treatment, you are able to login to your ****************** account and provide the updated information at any time.

   

  Should you need any further assistance or have any questions you can call reply to this email.

   

  Regards,

   

  Your ****** Team

  
  

   

  Customer response

  01/18/2022

  Please add this for me for both ********** as well as ****** as neither have filed a very serious complaint promised to be filed on my behalf by ***************************************** at ******.
  
  ********************* at ********** is willing to collect all my records however unwilling to assist me with my disability to forward my provided records to ****** for the *** Appeal. 

  

  Business response

  02/02/2022

  **********************:

   

  Based on our records today, February 1, 2022, your auto loan is current.

   

  The email youre referring to as shown below was dated January 18, 2022

   

   Patelco Credit Union 

  

  Business response

  02/02/2022

  Please see attached 

  Customer response

  02/07/2022

  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.

  This email is to notify you that this case is now closed. After 24 years with a successful banking career I would have appreciated much more accountability and remorse for this utterly embarrassing situation and experience I never endured in my lifetime of banking as a consumer.

  
  Feel free to use any of my supported documentation and information to both advise and warn the public keeping my identity anonymous. I have escalated my complaint accordingly and will pursuer those as such. 

  
  It has been an absolute Honor Sir. 

  
  God Bless You & Your Work Always.

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

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sometime on 11/18/21, an unknown person committing fraud transferred $4,850.00 from my Patelco Money Market Account to an external account in his/her possession.The fraudulent external account was created as one of my accounts. When this fraudulent account was created, Patelco did not notify me by email or phone. When the funds were illegally transferred out, Patelco did not notify me by email or phone. In short, their software was not robust enough to stop any phase of this theft.I discovered all this in the late hours of 11/19/21, a Friday. Just after Midnight on 11/20/21, I sent an email to Patelco apprising them of this (I've still gotten no answer to that email). Later on 11/20/21, a Saturday, I called Patelco and reported the theft and was told a Supervisor would call me back shortly. No one called back that day. On Monday, 11/22/21, I called Patelco again and spoke to Supervisor, *********************, ext **** She told me that I needed to file a police report and then go to my local Patelco branch and fill out a notarized affidavit. Both of which I did that day.I was told by the local banker that I should have the funds credited back to my account the next day.Needless to say, that didn't happen.I am writing this near Noon on 12/3/21. ********************* will not answer her phone and no one else will tell me when the funds will be credited back to my account. That's 15 days since the theft and this is the 8th business day since the theft.I want my money back and I want to be given a date-specific when that will happen.***** St. ***** ****************************************** ************

  Customer response

  12/06/2021

   I issued my complaint with the BBB on 12/3/21.
  
     Later that day, I emailed the *** of Patelco, *********************.  In that email, I
  told her of my complaint to you and the problem I was having getting my stolen
  funds put back in my Patelco account.
  
    After I sent that email, **************** must have reacted almost immediately, because,
  shortly after, I got calls from several people at Patelco.  They all wanted to help.
  One person in particular did help and my money was credited back into my account by
  4:30pm.
  
    The person who was delegated the resolution of this matter by **************** and I have
  talked on the phone and exchanged emails.  She has apologized on Patelco's behalf for
  the systems failure and the poor customer service I received, which led to my complaint to
  the BBB and my email to ****************.
  In short, this issue is now resolved.
  
  I would have posted this on the BBB website, but I couldn't see a way to do that.
  So, I decided to send this to you personally.
  
  Thank you and the BBB for your efforts on my behalf.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a cashiers check from Patelco bank on my name. Patelco credit union, especially brand in ********, refuse to honor me the money, saying the check is expired and nothing they can do. Manager at Patelco branch in ******** ** *********************** was extremely rude, said I will never get the money from official Patelco bank issued cashier check on my name. Its $10,000.00. Patelco is holding the money and is not willing to give me my money. What do I do?

  

  Business response

  10/20/2021

  Dear ******,
  
   
  
  Thank you for sharing Ms. ********** complaint with us.
  
  This is to inform you that Ms. ********** complaint against Patelco was satisfactorily resolved on October 18, 2021.
  
   
  
  Our Walnut Creek Branch Manager met with Ms. ********* on October 18th and provided her with a printout of her account activity
  
  that reflected the posted transaction on October 7, 2021 as described in her complaint.
  
   
  
  Please contact me directly if you have any questions.
  
   
  
  Sincerely,
  
  *****

  

  Business response

  10/21/2021

  October 21, 2021

   

  Dear Ms. ******************* responded to the complaint you filed against Patelco on October 20th. Our response was acknowledged by the BBB on October 21st.

  Please contact me directly if you have additional concerns at ********************************

  Thank you,

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

  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. ↩