ComplaintsforCalifornia Coast Credit Union
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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I was able to update my account information freely. The last change was in April 2024 where i updated my email and phone number through online access. I lost my debit card around first week of June and requested replacement. Replacement card was received. However, i am not able to use the *** or get cash since it needs a new PIN. i discovered this when i needed to get cash at *** and said my PIN was invalid. I called the number from the website and letter where i could establish a PIN. the prompt said I was unable and had to contact my financial institution. The representative said the issue was that i am calling from a number that is not on file AND i had to go through a docusign to change my phone number to my account. While using the Docusign app, i was unable to update my signature to my legal signature reflected on my CA DL. I printed the DocuSign and signed it and sent it to support. Support said i had to get it notarized. I do not have money to notarize every change to my bank account. I requested to update my signature on the Docusign and was denied by customer support. I spoke with a fellow who is also a member of the financial institution and they were able to manage their account online with no troubles or being forced to use docusign or go to a notary or visit a branch that is located 600+ miles from my residence. I have been a long time customer and am wondering why i am being siloed into having to meet extraordinary hoops to conduct standard basic account management actions.Business response
06/28/2024
Thank you for taking the time to submit your review dated June 26, 2024, to the Better Business Bureau (BBB). **** attempted to contact you to discuss your concerns, but to date, we have been unable to reach you. We would like to discuss ways to change your name on your account that provide you with convenience and account security. Regarding your additional desired outcomes,our records indicate that your phone number was recently updated, and you are actively using your account. For the reasons listed above, California Coast Credit Union considers this matter closed. At California Coast Credit Union, we are committed to taking service concerns seriously and appreciate you taking the time to share your experience. Please contact us at ************ if you need further assistance.
Thank you,
** *************************Customer response
07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. California Coast did enable me to be able to change my email, phone number as normal from the online website (not the app)*. California Coast manager DID take the extra steps to identify the issue was that they did not update my phone number to my debit card - which prevented me from establishing a PIN for almost 2 weeks after receipt of the card and a few phone calls for help. California Coast did acknowledge that the DocuSign and Notary request was not appropriate and could have resolved the problem on the first call to check and ensure my phone number was associated to the debit card as well. I DO hope that California Coast will help me correct my Son's name, as it has been legally changed many many years ago. I have ALREADY paid for Notary x2 and sent in paperwork via snail mail twice and they said they never received it. I don't think i need to pay an additional $27 for third notary and have major concerns being forced to send our SSN, DOB, DL, residence and all information in public US postal mail after two attempts.NOTE: I do appreciate California Coast and hope that they will appreciate ALL of their customers no matter where they live or operate and provide a means for us to conduct day to day business without unnecessary hoops or means of data leakage.
Regards,
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Customer Complaints Summary
17 total complaints in the last 3 years.
9 complaints closed in the last 12 months.