ComplaintsforWescom Credit Union

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a member of Wescom for almost 17yrs. I have brought members in and have had a decent relationship with them, up until recently. After ************************ being the only person that paid for her services, I missed (I actually forgot) a payment and my account was locked. I normally pay the credit card bill through the app and I was locked out of the app. A rep called me and I asked for the account to be unlocked and he refused and With gas at almost $7/gal, I was not interested in driving to the branch when I could simply do it with a click from my phone. He called me again and I asked again and he rudely told me "you said that last time" which I responded with "and you STILL havent unlocked it. What is the problem?" I havent been rude or anything so I really did not appreciate his response.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/08/06) */ Dear ************* We are in receipt of the information and complaint you filed with the ***************************** case number********, opened August 4, 2022. Your complaint was in regards to your account being restricted and the service you received. I apologize for any inconvenience caused by the restrictions placed on your account. As a reminder, as stated in our, 'About Your Credit Union Accounts' membership and account agreement disclosure: As the Credit Union deems appropriate, and in accordance with the applicable law, we reserve the right to suspend or deny services, restrict access to Credit Union premises, and or/or take action to restrict and/or limit services to your account or close your membership, if the following occur: You fail to meet your obligations to the Credit Union; You fail to comply with applicable law and Credit Union's Bylaws As a reminder, you may always access your account (s) by calling our Member Contact Center at ************** visiting one of our branches or by calling me directly at ************************* We strive to deliver exceptional member service and we understand that you were dissatisfied with the outcome of the conversation with one of our representatives on 7/13/2022. Wescom values your membership and look forward to exceeding your expectations in the future. If you have any questions regarding your account and/or account agreement, please feel free to contact me for further assistance. Thank you, *********** Collections Manager

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 13, 2022 my Wescom credit card was fraudulently charged $243.22 by scammers *****************. The charge was supposed to be 15 pesos (equivalent to around $13 USD). I immediately called Wescom and asked them to block the charge which they refused to do. They told me to contact the company but there was no information about the company online nor did I receive a receipt. I did not sign a credit card receipt nor provided a pin number. I have 3 witnesses to confirm the charge was supposed to be 15 pesos to transfer us from one airport terminal to another (5 minute drive). Wescom claimed they contacted the scammers and the scammers confirmed the charge. How is this even possible if no contact information exists? Wescom also did not provide any proof that they contacted the scammers. Credit cards are supposed to provide protection against fraud and Wescom absolutely refused to do so. They sided with a scammer in a third world country over a customer who is a US citizen. ************************* both blocked the charge and when I spoke to them they told me they would have reversed the charge based on the same information I provided. Wescom's excuse was that because I handed the scammers, who said they were charging me 15 pesos, my card that it was my fault I got scammed. Their logic makes no sense. If I handed a waiter my credit card and they overcharged it, there would be a receipt showing the overcharge and therefore it would be justified? Yeah, I don't think so. Wescom failed to protect me, their customer, and now my credit will take a hit because of them. They chose to side with a third world scammer over a customer who is a US citizen. This is absolutely ridiculous and ************************* both agreed that the way Wescom handled this was wrong and that they should have immediately reversed the charge. Witness information can be provided, if needed.

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/08/15) */ The disputed claim, not a fraud claim, was handled appropriately. Insufficient documentation was provided for the disputed claim; hence the merchant denied the claim due to lack of supporting documentation. This matter has been resolved satisfactorily. In addition, once a transaction is authorized no Card Issuer can block the transaction from completing/posting. Consumer Response /* (3000, 7, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not a dispute claim, it was a fraud claim. The charge to the card was not authorized. The merchant has no identifiable information available to the public. No merchant information was provided to me by Wescom and therefore there is no proof Wescom spoke to the merchant--a foreign merchant that fraudulently charged my card. This issue has not been handled satisfactorily. In Fact, it hasn't been handled at all. Other card companies confirmed they would have blocked and reversed the charge. The same needs to be done by Wescom. Consumer Response /* (2000, 10, 2022/08/16) */ Please close this case. The issue has been handled. Thank you.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had applied for a refinance with my credit union they decided me a refinance of **** dollars over my credit score being two points two low. The my account started get negative balances do to there system the have not explained why they are erasing transactions history to we're I can't Veiw what's going fully wrong. Now I have spoken with a banker over the phone and she could identify why my account was negative her system said I was positive balance there was some change in there. So I get refinance have to pay more then there offers they wescom said I was approved at first. Then said no. I go thru one main financial they aproved a******* dollars loan to refinance and give me money I need the money was deposited into wescom I made correct and safe transfer from savings to checking to protect the money because of how the was money being miss counted on wescom part I use cash app and transactions to transfer money back and forth the cash app use plaid a system that won't let the account to go negative. I have screen photo of a transaction befor and after a transaction due to the claim that I was getting these transactions out in The negative balance there saying that a transaction that was directly deducted off the account is what made my account negative it was instant deducted off the my availability balance. And showed on my history as paid I have many cash app transactions all times of the day and night this is why I am compromised. They say I am negative right now due to a citation that was paid with the out of the four thousand dollars that was put in there by one main financial I had available balance of ******* left after all my bill going out I did a transfer to my cash app for 950 after the fact of all the other transactions gone out they are say the citation payment is what made my account negative which is false photos two have examples and pending transaction show my availability before and after and my positive to negative balan

  Business response

  07/12/2022

  Business Response /* (1000, 7, 2022/06/27) */ We appreciate the opportunity to provide additional transparency around our process. As a point of clarification, the Available Balance that displays within online banking is the balance in the account minus any transactions on hold. Wescom uses this balance to determine if there are sufficient funds in the account when a transaction is presented for payment or authorization. The Available Balance is not intended as an "available to spend" amount. This is because the Available Balance does not account for holds that have expired before the withdrawal reaches Wescom, amounts added to a transaction after approval (i.e. tips added to a restaurant bill), or payments (i.e. checks or ACH) that have been issued or authorized and not yet been presented for payment. Wescom would not be aware of such transactions and cannot therefore provide an "available to spend" amount. In an effort to maintain a positive balance, consumers are encouraged to record transactions at the time they are conducted and keep a running balance of what is available to spend as a combination of deposits and withdrawals. If our member has questions regarding specific transactions or requires assistance in setting up a process to track the funds he has available to spend, please call ************* (**************).

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was referred by the dealership I bought my car from that I should use my credit union of over 15 years to finance my auto loan. Wescom ran my credit without signature of approval and told me I was approved but had to provide 2021 taxes to prove my income after credit was ran. I explained I am married and filing jointly and have not completed taxes yet for 2021 but could provide 2020 taxes along with bank statements. Instead they said my only other option was putting 20% down. Ridiculous to not be aware of their approval process and to have a 754 credit score 15 years of business with them and a good standing credit card and not be accommodated in someway in order to complete business with the dealership. Now I will have to use the dealerships apr which is higher than a credit union and have received 3 hard inquiries for no reason.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/04/25) */ We reviewed the credit application completed by our member/borrower which included their verbal approval to pull credit. Multiple financing options with Wescom were presented. Upon further review, which included verification of income, the member/borrower no longer qualified for the amount requested. Wescom obtained a single credit profile, which accounts for one inquiry. We assume that the additional credit inquiries were made by any dealership(s) with which the member/borrower was interacting. Based on this being a valid request for credit we are unable to remove our single credit inquiry.

*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. ↩