ComplaintsforWescom Credit Union

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Initial Complaint
06/28/2024
Complaint Type:
Product Issues
Status:
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.
I contacted Wescom Credit Union today to dispute a charge at ******* for $28.19 & explained to them what I am going through to get a refund or my money back. Mercari and its seller sent me the wrong ******** have been trying to contact ************* seller to get the wrong item returned but getting no response from the ***************** I was transferred to Wescom Card Services & was told I can only get a refund if I send the wrong item back which is what I have been trying to do with ************** seller but getting no response & will probably cost more than the amount I am disputing if I send it back myself instead of going through the Mercari app. Wescpm card services also advised me earlier to post complaints on the platform about this terrible shopping experience & by following the advice was blocked by the seller so now I have no way to communicate getting the wrong item back to get refunded. I am so disappointed with Wescom that **** debit card purchases has no protection for consumer issues like this. Wescom Credit Union and Wescom Card Services are part of the problem shielding bad platforms like mercari & this terrible seller to profit from buyers not receiving what they paid for. Shame on you Wescom Credit Unon, I regret trusting this financial institution to do my banking needs & not providing protection to their customers.
Business response
07/03/2024
As a **** card issuer, Wescom is required to follow the rules and regulations set forth by **** USA. **** dispute regulations require that you return the merchandise to the merchant in order to request a refund.

Wescom has previously given you credit at Wescoms expense for similar disputes with this merchant. With each dispute, we notified you of the dispute process and the requirements for returning merchandise that you do not want to keep. However, as a courtesy, we will refund the disputed amount once again. Future merchandise you order from Mercari will not be eligible for a service credit. The merchandise will need to be returned and a credit refunded by the merchant.

Thank you for your understanding regarding this matter.
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am teaching out to get my vehicle back. I have paid for it for over 2yrs and now the bank claims the cat is "unavailable", which is not true. I would only like to talk to the manager or upper management since there are other issues that have not be resolved
Business response
03/08/2024
We have responded to *************************** in written form and have mailed our correspondence to her via regular mail and via overnight mail on 03/08/2024.
Please feel free to contact us with any questions you may have or information you may need.
Customer response
05/10/2024
My response would be I did not receive their written letter so I would like the case reopened. I really cant say more because they have not returned the stolen funds and I have no letter to see their response. I have no problem with them discussing the issue publicly via the BBB so they do not need to continue to waste time.

Thank you so much!

Alisha
Business response
05/20/2024
Wescom Credit Union has responded to the initial complaint and the most current complaint. The following is what was included in both communications. We have mailed both letters to ************** this evening.
March 8, 2024

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

Re: BBB Complaint # ********

Dear **************:

We are in receipt of the request you submitted to the Better Business Bureau (BBB) on February 29, 2024. The information you provided was in regard to an auto, or an auto loan serviced by Wescom Credit Union (Wescom).

We have reviewed your inquiry along with our records and we are writing to inform you that we are unable to identify a vehicle loan in your name that was granted by Wescom. Please provide additional information which confirms Wescom granted you the vehicle loan in question.

Please be advised that we are unable to disclose any account information to anyone other than the Wescom member to which a loan has been granted for the vehicle in question.

Should you wish to discuss this matter further, or provide information requested above, please feel free to contact our Collections Manager, *********************, at ************ or at **********************************

Sincerely,
*****************************
Vice President
Loan Servicing and Default Management
-----------------------------------------------------------------------------------------------------------------------------------
May 20, 2024

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

Re: BBB Complaint # ********

Dear **************:

We are in receipt of the complaint filed with the Better Business Bureau (BBB) on May 10, 2024, in which you shared that you did not receive our response of March 8, 2024 and that you would like the case reopened. Our previous response was in regard to an auto, or an auto loan serviced by Wescom Credit Union (Wescom). A copy of our March 8, 2024 correspondence to you is attached.

As a reminder, we have reviewed your inquiry along with our records and we are writing to inform you that we are unable to identify a vehicle loan in your name that was granted by Wescom. Should you have additional information which confirms Wescom granted you the vehicle loan in question, please provide that information to us.

Should you wish to discuss this matter further, or provide information requested above, please feel free to contact our Director of ******************* *********************, at ************ or at **********************************

Sincerely,
*****************************
Vice President
Loan Servicing and Default Management
Initial Complaint
02/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I recently reviewed my credit report, I have found inaccurate information from Wescom Credit Union. I did not recieve a **** form from Wescom Credit Union, this is a violation of 15 usc ****eb.
Business response
02/09/2024
We have received, researched and responded to our member in written form, mailed to him today. We addressed his concerns and provided contact information for him to contact us directly with any additional concerns he may have or additional information he may need.
Customer response
02/12/2024

Complaint: 21263192

I am rejecting this response because:
I contacted Wescom Credit Union and asked for them to investigate & remove the inaccurate account from my consumer report that they are illegally reporting and I requested specifically the alleged original application bearing my signature and they have not been able to provide such proof to me. This is a violation of the Fair Credit Reporting Act, and these disputed items may not appear on my credit report if they can't be verified by any evidence or proof.

Sincerely,

*************************
Business response
02/15/2024
We have responded in written form to our members rejection of our previous response and explanation. We have also provided the signed documentation requested in the rejection notification. We now consider this matter closed.
Initial Complaint
01/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Please see attached documents.
Business response
01/22/2024
We have responded with written communication directly to our Member and have addressed the concerns raised in the complaint filed with the Better Business Bureau.
Customer response
01/23/2024

Complaint: 21149393

I am rejecting this response because I am demanding The BBB serve as witness to the communication and resolving this complaint, as Wescom has previously failed to address this issue properly.

Sincerely,

*******************************
Business response
01/29/2024
We have again researched our members concerns and have responded directly to our member with written communication. We consider this matter closed.
Customer response
01/30/2024

Complaint: 21149393

I am rejecting this response because this company provided contact information for a debt collector that is not reachable. I am demanding a response from the business and have the BBB serve as a witness.

Sincerely,

*******************************
Initial Complaint
12/12/2023
Complaint Type:
Billing Issues
Status:
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.
I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from WESCOM CU, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: ************I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*************************
Business response
12/18/2023
We have received your Better Business Bureau (BBB) complaint and have reviewed our records. The information that Wescom provided the Credit ****************** was accurate. Should you have documentation showing our information was inaccurate, please provide it to us for review and confirmation. Additionally,the Wescom Membership Agreement states, The Account Owner(s) also authorizes the Credit Union to furnish information concerning the account to consumer reporting agencies. We are mailing you a letter with more detailed information on your account(s) along with a copy of your membership application, membership agreement, and including our contact information where you can directly reach out for any additional questions.
Initial Complaint
10/26/2023
Complaint Type:
Billing Issues
Status:
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.
The core issue centers around a series of fraudulent transactions that occurred through a stolen debit card between July 27, 2023 and August 5, 2023. These unauthorized transactions led to significant financial losses and a distressing lack of responsiveness from Wescom Credit Union.I took immediate action by reporting these fraudulent transactions in writing to the Wescom Credit Union - *********** branch and the Wescom Credit Union ***************** Regrettably, my case was met with a lack of urgency and diligence. The investigation carried out by Wescom's fraud department was inadequate, and their nonchalant attitude during phone conversations only exacerbated the situation.
Business response
11/03/2023
Dear **********************,
We are currently researching and reviewing your situation, and a member of our Member ***************************** will be in contact with you within the next week. We apologize for any inconvenience or delay in resolving your concern. We value your membership and will be in contact with you soon.
Initial Complaint
03/14/2023
Complaint Type:
Billing Issues
Status:
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.
My employment status changed due to FMLA leave on 9/30/2022 which directly affected direct deposit amounts to my account as a overdraft protected Signature member of this banking establishment. Since that date, there have been over 20 overdraft charges that previously would not have been charged. I have been an account holder in good standing since 2016. On 2/17/2023 I was diagnosed with a malignant breast tumor. I continued to try and rectify all fees that accrued on the account. However, on 3/3/2023 they denied a $5 debit card charge (covered with my overdraft protection) and charged a $30 fee for their inconvenience. As an admittance of their error, they refunded $90 (three overdraft charges) but did not change the status of my rejected life insurance.
Business response
03/20/2023
We are very sorry to hear of our members recent diagnosis and regret that the status of this account is adding to her difficulties at this time.
Overdrafts on this account have been a regular occurrence since at least 2020, as have our members requests for refund of fees. We have refunded overdraft fees of $450.00 in the past year alone. The account has a limit to the amount it can be overdrawn.The negative balance on the account reached that limit prior to presentment of the item in question. The $5.00 item was a pre-authorized debit for AD&D insurance and not a debit card charge for Life Insurance. Returning the item unpaid was not an error. The refund of $90 in fees to which the member refers was another in a series of our goodwill gestures and attempts to provide assistance.
Notes on the account indicate that we have recommended to the member that she discontinue automatic debits against the account and to cease using her card when the balance is already negative.
Initial Complaint
02/21/2023
Complaint Type:
Product Issues
Status:
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.
On 02/21/2023 I called to report fraud on my card after I sat on the telephone over an hour wait to be told they can't do anything about it. I am out $43.92 I am on SSI and cant afford to be ripped off. **** did not care to help only wanted to transfer the blame and make me wait on the phone. Boy if it takes this long that means not enough people or they have a lot of problems with these cards????. ************* practice is what this bank need's Fraud is a crime and your people ask me to wait let them pull more money out?????????
Business response
03/20/2023
Thank you for providing feedback regarding your recent experience when you filed a dispute for an unauthorized charge on your account. Per our phone conversation on March 16, 2023, your complaint stemmed from a dispute of a charge from the *************** for $16.95 that posted to your account on February 23, 2023.*************** reimbursed your account for $16.95 the following day, on February 24, 2023. We now consider this matter to be resolved with no further action needed.
Initial Complaint
02/09/2023
Complaint Type:
Service or Repair Issues
Status:
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.
In 2006, I went to Wescom to apply for an auto loan. To put it simply, life was wonderful until I got into a car accident and was rendered unable to maintain the car payments. For financial reasons, I informed them that I would need to arrange a voluntary repossession. About 6 years later, I've been served with court documents demanding my presence in connection with the car loan. When I show up to court, the judge dismisses the case because the Wescom attorney didn't show up. Here we are in February of 2023, and I've just checked my credit report to find out that Wescom has made a hard inquiry into my credit history without my permission. The hard inquiry that was performed without my permission should be removed, and I'd appreciate it if they'd stop doing it in the first place.
Business response
02/17/2023
We have researched your complaint and have found that the credit report inquiry Wescom Credit Union completed was valid and necessary. Please contact Wescom Credit Union, *********************, at *************************** to further discuss this matter.
Initial Complaint
08/29/2022
Complaint Type:
Customer Service Issues
Status:
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.
I opened a checking and savings account online 08/28/2022 and provided by current front and back of my drivers license and "selfie". Today on 08/29/2022 I get an email that my account is restricted and to contact customer service. I phoned and was told that I need to provide my drivers license, proof of residence and most recent bank statement in person to the nearest branch which is in Orange County and I am in San Diego County. This is not acceptable for me to drive round trip 4 hours and take a day off work to complete this task. I was transferred to a supervisor and when I requested the accounts be closed and to mail my initial deposits back she stated again that I need to drive to the branch to complete this task. This is not acceptable nor reasonable.
Business response
09/22/2022
Business Response /* (1000, 5, 2022/09/09) */ ***************, This letter is in receipt of the complaint to the agency listed above regarding how we handled a recent phone interaction with you. Allow this letter to serve as an explanation and response to your concern. On August 29, 2022 at 8:36 AM, Wescom received your call into our Member Contact Center requesting assistance with Zelle access. The contact center representative advised you the account you attempted to open and fund online on August 28, 2022 was restricted while under review, and Wescom required additional information to validate your identity and proof of address. The representative advised you to visit the nearest Wescom branch location to complete the necessary verification process. You stated you may consider closing your account and would call back to do so. On August 29, 2022 at 10:36 AM, we received your call into our Member Contact Center where you requested to close the account you opened online on August 28, 2022. The contact center representative you spoke with advised you must visit a branch to close the account. On September 01, 2022, a member from our management team called you and left a message for a call back to discuss options. On September 07, 2022, a member from our management team called and spoke to you regarding your new online membership application. He advised you of what documentation was needed to continue to process your application and why Wescom required additional information to verify your identity. He also advised you of why we required validation of your ownership of the credit card used to open and fund the online account, including three options to continue the new online application process. As you know, you selected to proceed with closing the account and agreed to file a chargeback request with your credit card provider. After a thorough review of our policies, procedures, and customer service, we have identified an opportunity for the contact center representative whom you spoke with on August 29, 2022 to better empathize with your circumstance and to explore potential alternatives to visiting a Wescom branch location. Wescom has specific requirements for our Membership Identification Program that must be met in order to proceed with membership. We certainly understand your limitations in fulfilling those requirements, as you are not within close proximity of one of our 24 branch locations. We apologize for the lack of details/options provided and we recognize the potential to provide better service regarding our processes and procedures. Please accept our apologies again, for this interaction and feel free to contact me directly for additional assistance via phone at ************************** or email at*********************** Sincerely, Hashim********** SVP Remote Service Delivery

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