Complaints

This profile includes complaints for Sierra Central Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sierra Central Credit Union

  1351 Harter Parkway Yuba City, CA 95993

• 

  Sierra Central Credit Union

  820 Plaza Way Yuba City, CA 95991-3206

• 

  Sierra Central Credit Union

  2067 Yuba St. P.O. Box 978 Herlong, CA 96113

• 

  Sierra Central Credit Union

  445 Elm St. Bella Vista, CA 96008

• 

  Sierra Central Credit Union

  11559 Sutton Way Grass Valley, CA 95945

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened my auto loan account on 3/17/2018. It was an 84-month (7 years) term loan with monthly payments of $378.14. My last payment was slated to be due by 4/17/2025. I made my last payment on 4/3/2025 (confirmation #I135GSQX1P).I was informed in January 2025 that I had an additional amount of money added to my loan but they didn't have access to review why. I called on 2/27/25 and spoke to *******. She informed me that it was related to no auto insurance between September 2019 through February, 4, 2020. They assessment $109/month for the insurance then I was assessed late fees and interest for never paying these insurance premiums. I had only received 1 notification about proof of insurance and I provided that. However, the insurance/fees/interest were never removed. I also never received communication about this nor any line item detailed regarding this extra expense. She told me that she would provide the communication to me but it would take 10 business days. I have not received anything to date.I called back on 4/3/25 and spoke to *******. She told me that it was not her problem and transferred me to the insurance department where I got immediately disconnected. I called back and spoke to **********. She explained the same (current outstanding balance is $1,945.73) and was to transfer me to the insurance department again but make sure I spoke to a live agent. But I was disconnected again.

  Business Response

  Date: 04/07/2025

  Dear Ms. ******************** letter is in response to the correspondence we received from you through the Better Business Bureau regarding your account.   

  We have completed a thorough investigation of the transaction activity on your account, which was opened in March 2018, with the first payment due on April 16, 2018. Upon further analysis, we determined that your payments were paid as agreed until September of 2018. After this point,some payments were received after the ten-day ***** period which resulted in late payment fees, lessening the dollar amount applied to your principal loan ********** late 2019, your principal loan balance increased because of ******************************* (***) charges added to your account. These charges were incurred due to a lapse in your automobile insurance. Our *** provider sent a series of twelve mailings informing you of the lapse and providing instructions for how to provide adequate proof of insurance to have the charges removed. As proof of insurance was not furnished, $109.00 was added to your loan balance per month to cover the cost of the force-placed insurance. These charges ceased when you obtained and provided proof of insurance, but the amount due for the lapsed period was not paid in full at that time.

  In 2024, you requested that we allow a loan extension to allow your account to become current, which included adding in the accrued late fees and interest amounts caused by the late payments. As a courtesy, we did approve this loan extension in accordance with your request. Currently, the remaining principal balance due consists of the unpaid accrued interest and late fees as well as the *** fees for the lapsed period explained above. If you have any additional questions or concerns regarding your remaining loan balance, please contact us at ************.

  Sincerely,

  Sierra Central Credit Union 

  
  

  Customer Answer

  Date: 04/14/2025

  I am rejecting this response because I have asked for documentation from ******* on 2/27/25 that covered this time frame that you have discussed. I specifically asked for a copy of my loan agreement that was executed in March 2018, documentation from August 2019 through March 2020, and all my payment receipts. I have yet to receive any of this documentation from Sierra Central that I have requested and I was assured that I would get it with ***** business days from 2/27/25.

  Next, when I made my account current, I was informed that it also included late fees which I also included in my payments. There is NO line item detail that breaks out the late fees and how it's applied to the principal balance. 

  Lastly, every time I have tried to call, I get transferred and then disconnected. 

  I want all the documentation that I have requested including all my payment receipts. 

  
  

  Business Response

  Date: 04/22/2025

  Dear Ms. ******************** letter is in response to the correspondence we received from you through the Better Business Bureau regarding your account. Our ************************* mailed you a complete copy of your payment history on April 15, 2025. For your convenience, we have also attached a copy of your payment history to this response as well.

  As this payment history reflects, there have been a total of 43 loan payments received after the ten-day grace ******* One of these fees was waived as a courtesy in 2020. There was a return check fee assessed due to non-sufficient funds and a total of $654 in *** charges added to your principal loan balance for the lapsed period you had with your insurance company. The auto loan became over 100 days delinquent for several months and was out for repossession during that ******* The loan was charged off in April 2024 and the charge off was reversed at the time you paid the account current.

  Currently, the remaining principal balance due consists of the unpaid accrued interest and late fees as well as the *** fees for the lapsed ******* To obtain more information about the lapsed insurance period,please contact your insurance provider. If you have any additional questions or concerns regarding your remaining loan balance, please contact us at ************.

  Sincerely,

  Sierra Central Credit Union 

  Customer Answer

  Date: 04/23/2025

  I am rejecting this response because I still have not received a copy of my loan agreement and communications that were mailed to me that I have requested for 3 times now. 

  When I have submitted payments, I have requested the total amounts to include any late fees associated with it. I have made payments through ********** with the understanding that I was also including the late fees. My total payments need to be updated to reflect that. Thank you.

  
  

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 20+ year customer of ********************** with multiple accounts. We have lots tied into this company and its very dissapointing that i have had to come here without any resolution. I was pretty much told that all of it doesnt make sense by every person working in that bank. Except the branch manager who was rude and pretty much told me to get over it. A complete audit of their system and the techs working it need to be looked into. A computer error has resulted in their system taking $3925.00 from our account. I am on this account with my son ******** ****** who uses this account as his primary account. On Feb 3 my son was in ****** and tried to Zelle his rent to ***** ********. It was brought to his attention the next day the money had not arrived so he resent it without any issues. The $785 came out 2/3/25. On 2/21/25 he recieved an Error Corrected descriptive withdrawal for $3925 from Sierra Central credit union. This withdrawal had no information on it. They just took his money and caused his account to be overdrawn $-4120. He went to the bank on that following Monday and after several hours they explained to him there was a glitch with ***** and that it had deposited $785 into his account 5 times when he tried to send the Zelle payment on 2/3/25. We have gone through an audit of his account several times and there was never any deposits of $785. In fact his balance never changed. Everything that went in and out of his account is correct. ***** has confirmed they only ran 2 zelle transactions, only one came out of his account. That is also what his records say on the zelle app. After going in there and going through everything with them THEY ACKNOWLEDGED THERE IS DISCREPANCIES BETWEEN THE **** SCCU STATEMENT AND THEIR SYSTEM. We have a paper trail and documents through Sierra Centrals E-statement &Sierra Centrals mobile app that there was only one $785 withdrawal on 2/3/25. We have contacted a lawyer. We would just like our money back.

  Business Response

  Date: 03/07/2025

  Dear *** ****, 

  Thank you for contacting us about your account. We take matter of account accuracy and record keeping very seriously. Upon receipt of your submission, we launched a thorough investigation into your account history. Our Accounting Supervisor has provided a detailed narrative of events, which is included below, as well as a series of supporting attachments. If you have any additional questions or concerns regarding this matter, please contact us at ************ for assistance. 

  Investigation notes from Sierra Central's Accounting Department: 

  After completing an audit of the account, it has been determined that the member's current account balance is correct.  The account balance as of 1/31/24 was $2,244.79 which is reflected on the January statement.  The balance can also be found on page 4 of the Note Balance History.  The Note Balance History is a printout of the account history from our core system that houses all accounts and balances.  On 2/2, there was a card transaction for $16.99 which reduced the account balance to $2,227.80.  ******** then attempted two Zelle transactions of $785.00 each.  Both failed due to a connectivity error.  Page 4 of the Note Balance History shows the two withdrawals.  These withdrawals decreased the balance to $657.80.  Since both transactions failed,error corrections were posted.  An error correction is a same day reversal of a transaction.  Error corrections do not show on the members statement or in online banking.  The reason behind this is that the transaction was an error found the same day and it should appear as if it never occurred. When the two transactions were error corrected, the account balance should have returned to $2,227.80 which was the balance prior to these transactions.  Unfortunately, instead of only two error corrections posting, 7 posted. This can be seen on pages 4 and 5 of the Note Balance History.  Once these 7 error corrections posted the account balance rose to $6,152.80, which is $3,925.00 more than it should have been.  This can be seen on page 5 of the Note Balance History.  This caused an accounting outage.  We then had to withdrawal the excess funds from the account to correct the balance and clear the outage. 

  During this audit, we found that the online banking balance history is not reflecting the correct balance. For example, per the online banking history, the account balance as of 1/31/24 is listed as $6,169.79.  However,the accounts actual balance in our core system was $2,244.79 which is reflected on the January statement and the Note Balance History.  We are actively working with our online banking vendor to resolve the balance discrepancy issue.

  Weve included a complete account reconciliation starting with the December 31, 2024, balance of $2,181.64.  This balance can be found on the December statement and the Note Balance History. The reconciliation includes all member transactions and account balance.  This is similar to if a member kept a check registry and recorded every deposit and withdrawal they performed and the associated account balance.  In this reconciliation, you can see the calculated balance as of 1/31/25 is $2,244.79 which matches January statement.  It also shows that the balance as of 2/28/25 is $1,178.91 which matches the February statement.

  We sincerely apologize for the frustration and inconvenience caused by these events. We assure you that we are working with our vendor to resolve the online banking issue as quickly as possible. We value your membership and appreciate your patience as we work to correct the online banking balance. Again, if you have any additional questions, please contact us at ************ for assistance. 

  Kind Regards, 

  Sierra Central Credit Union

  Customer Answer

  Date: 03/07/2025

  I am rejecting this response because : i have all this information that is being sent to me. And the point is they stole $3900 dollars from me and can't show me anywhere where it was put into my account except by using a ledger that is being typed up. It sounds like they know there is valid discrepancies with this situation. We were hoping to resolve this without our attorneys but with the stress this has caused to our young adult son they are giving us no choice. The balances just don't make sense. We simply want it all to make sense and it doesn't. Their system is WRONG BUT I AM SUPPOSED TO HAVE FAITH IN IT?? If it wasn't a hassle I would be closing every  account with ****. THIS IS SO VERY DISSAPOINTING. BUT WE ARE NOT SATISFIED WITH EXCUSES.  ***** has no record of this so called deposits? Make it make sense. Don't send me something that you are typing up to make things work. 
  

  Business Response

  Date: 03/19/2025

  Dear Mr. ************** sincerely apologize for the inconvenience and frustration caused by this event and assure you that our team is working diligently to resolve this matter. As we explained in our initial response, this issue began with a Zelle transaction error, which caused excess funds to be deposited into your account erroneously. The Zelle transactions were coded as Error Corrections,which is why they do not appear in online banking or on your bank statement. Our IT department is working assiduously with our online banking vendor to try to implement a resolution for accurately displaying Error Corrections within the online banking platform. Currently, there are multiple credit unions impacted by this issue, as we share a common online banking vendor.

  Our IT team has multiple meetings established in the coming days with our online banking vendor to identity and implement a temporary resolution that can be utilized prior to the rollout of their next system update/release date,at which point the issue will be resolved in full. We assure you that this is a known issue and is being addressed by both Sierra Central Credit Union and our online banking vendor. We attest that the documents provided to you in our first response, which consisted of (1) a complete account history showing the transactions and the correct balance, (2) a complete account reconciliation back to December 31, 2024, and (3) corresponding monthly statements, are accurate.We are working to resolve the discrepancy with online banking as quickly as possible.

  We sincerely value your membership and appreciate your patience as we continue to work toward a permanent resolution.

  Sincerely,

  Sierra Central Credit Union

  Customer Answer

  Date: 03/23/2025

  I am rejecting this response because: My issue is that the funds shown on the mobile device, the estatement, and the banks records do not match from even before the supposed Zelle error occurred. We would like the bank to show us proof of when the discrepancy occurred before the supposed Zelle error. Our family has multiple accounts with ********************** and no other account has ever had this discrepancy between the mobile device and the bank statements. Why is it that the funds on your end are the correct numbers, but not the mobile device where we can see all transactions? We were able to go back to December 2024 and print all estatements and compare to the mobile device and they do not match what you provided us. So as I said before Sierra Central Credit Union has stolen money from this account while admitting that there are several discrepancies and stating to us that you are looking into it while you keep the money.
  

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on 11/21/24 I went into the ********** Sierra Central CU branch to open a membership. ****** then came over to verify the documents I have are ok to open a membership. We had a disagreement on what counts as utility bill, and I said thank you and I left.Went to the branch and spoke to ***** a manager there, and we went through the applying and he said he would just need my social security card to open an account. I left to go home and grab it. When I got back, I guess he called the other branch ( regarding my credit application ) and the other branch LIED to him and said I was combatant. Now thats a HUGE word to use, let alone lie about. Im not sure who lied to who or how it got out that I acted like that, but Im filing this complaint regarding the employee that lied saying I was Combatant. I pray to god the phone conversations are recorded so the company can see how not only his employee acted, but that I was in fact no combatant. There were no cuss words, nothing personal besides me stating I was going to file a complain against him and the company. Thats combatant? Thats not. They completely lied out of pocket because they got their feelings hurt? They shouldnt be in customer service. Its that simple. Look at the cameras, listen to the phone calls. In the branch I never once said anything combatant or even rude. I simply thanked them and walked out. Over the phone our voices rised, but nothing ever to call me combatant. 3Im falsely being accused because they couldnt set their pride aside. Thats literally all. And he did that on purpose so that I do not get a membership. Now Im not going to stop until my phone calls are heard, my complaints are heard and action is taken against the lying employee. Please show me where, what I did that was combatant because I can guarantee 100% I wasnt. The only thing that will back me up is those phone calls. So I pray the regional manager can listen to those. Because once again, Im not going to stop until action

  Business Response

  Date: 11/25/2024

  Mr. *******,

  We are writing in response to the recent complaint we received from you through the Better Business Bureau (BBB) on November *******. Your complaint pertained to service issues you encountered at Sierra Centrals ********** location. We sincerely apologize for the inconvenience and frustration caused by this event.

  Upon receiving your complaint, we launched a thorough investigation into the matter you described. We understand that you have attempted to establish membership online through the Virtual Branch and in person at the ***** and ********** branch locations. All of these account opening attempts have been unsuccessful for the same reason; you have not provided sufficient proof of residency that meets the credit unions Customer Identification Program (CIP) requirements. This information has been shared with you by multiple Sierra Central staff members and Adverse Action Notices with instructions for collecting more information about the identity theft flag on your ChexSystems report have been provided to you at the end of each account opening attempt. After researching this situation in detail, we have confirmed that your applications for membership with Sierra Central Credit Union were declined with adequate cause and that that all account opening and security procedures were followed.

  Our Regional Operations Coordinator, *******, has been in touch with you by phone since you submitted this complaint. She reviewed the aforementioned information with on Friday, November 22, 2024, which satisfies your resolution request.

  Sincerely, 

  Sierra Central Credit Union

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of last year, I took out a consumer loan with my branch. Its Sierra Central Credit Union to pay off credit card debt. The stipulation from them in order to prove the loan was at their office distribute the checks to creditors. On December 21, they issued check number ***** in the amount of $501.20 to pay off my Amazon account. However, instead of sending the check to ************** who holds the note, they sent it directly to ****** in ******* **********. This was a grave error because Now the check is gone. Upon learning that the check was missing and ************** had not The recipient of the check I contacted ******************* at my branch to get the situation rectified. Initially they gave me information on the tracking, etc. for the check, but that still does not take care of the fact that it was sent to the wrong place. The check was cashed or deposited at a ***** ********** and ********, ********** for Amazon. I have copies of, the check and all the information. Amazon will not help me and my bank refuses to help me and yet here I am already paid back the loan and still out the $500. This is not OK. Subsequently Ive emailed ******************* several times but she just ignores my emails. Amazon, I have talked to so many different people there in so many departments for an hour or more and nobody is helping me there. The ***** Fargo in ************************* will not work with me because I dont have an account. Where is my money! I want my money, returned to me. This is no way for a financial institution to treat their customers. Especially when the error was on their part. Its as if everybody wants me to just forget about it and go away. Please advise as soon as possible. Thank you.

  Business Response

  Date: 08/28/2024

  Dear ********************,
  
  This letter is in response to the correspondence we received from the Better Business Bureau (BBB) on August 24, 2024.The complaint described concerns with a cashiers check issued and mailed to Amazon by Sierra Central as part of a loan funding.
  
  We sincerely apologize for the inconvenience and frustration caused by this event.Upon receipt of this correspondence, we launched a thorough investigation. As a courtesy, we have posted a credit in the amount of $501.20 to your account.While our team will continue to work with ***** Fargo to try to recover the funds, the credit to your account will stand regardless of whether the funds can be recovered.
  
  We appreciate your membership. Please contact us at ************ if you have any additional questions or concerns.
  
  Sincerely,
  
  *******************
  Service Quality Manager
  Sierra Central Credit Union 

• Initial Complaint

  Date:08/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract lists 5.74% APR on a loan amount of $23,739.08. However, the Loan Payment Information Form and Welcoming Letter from SCCU show 5.24% APR on the same loan amount. Discrepancies between documents have caused confusion from the start. Despite having insurance since 10/17/18, my 1st statement on 1/1/19, included a $887 charge, followed by another $4,342 charge on 4/1/19, raising the total due to $27,136.61. This increase is troubling, especially since I had already made a $2,237 payment and received two fee reversals totaling $2,698. These ************* Premium charges are questionable given my existing insurance, suggesting possible double charges that were never disclosed. By 04/20, my loan balance had dropped below the original amount, indicating that my $7,782 in payments largely covered fees rather than reducing the principal. Despite consistent $340 monthly payments from 04/20 to 04/22, the balance only decreased by $2,712.47, ending at $20,911.42. This highlights issues beyond unexplained fees and lack of transparency. Communication with SCCU is frustrating, with unprofessional responses and verbal reprimands. Despite having a dedicated representative, the treatment has been consistently poor. Late 2023, I contacted SCCU representatives at least seven times with unproductive results and documents that did not meet my needs. My loan has been mismanaged with inconsistent fees, fluctuating balances, unexplained finance charges, and account number changes. The fees were never properly disclosed, and the management has led to accusations of my payment issues, despite significant fees of $5,229 assessed early on. While my payment history has challenges, it does not excuse the mishandling of my loan or the poor treatment received. The *** fees charged initially and ongoing remain unclear. I seek your assistance to resolve these issues without the burden of an 84mth auto loan that still has 41 mths left on a significantly depreciated vehicle.

  Business Response

  Date: 08/28/2024

  Dear *******************,
  
  This letter is in response to the correspondence we received from the Better Business Bureau (BBB) on August 20, 2024.The complaint described concerns with your outstanding loan balance.
  
  Upon receipt of this correspondence, we launched a thorough investigation into your auto loan payment history. Over the lifetime of your loan, Sierra Central has sent you many notifications requesting that you provide proof of auto insurance listing Sierra Central as the lien holder of your vehicle. As such proof of insurance has not been supplied, per the notifications you received, there have been several instances of ******************************* (***) charges added to your loan balance. In addition to the *** charges, your loan payment history reflects several years of late payments. To date, there has been a total of $6,128 added to the balance due for force placed insurance and $662.56 for late payment fees.
  
  Our Chief Lending Officer contacted you via phone today to inform you that he has waived the $6,128 in *** charges, which brings your remaining loan balance down to $8020.89.We take matters of accounting and loan records very seriously and assure you that these charges were accurate given the terms of your loan security agreement. To request additional documentation pertaining to your auto loan or arrange payment, please contact our ************************* at ************.
  
  Sincerely,
  
  *******************
  Service Quality Manager
  Sierra Central Credit Union 

• Initial Complaint

  Date:08/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a car loan with Sierra Central Credit Union and paid on time every month. On February 14th of 2024 I was in a terrible accident where my truck was considered a total loss. I had full coverage Insurance through Progressive, and they processed the payoff as of 2/15/24. I had several conversations with Sierra Central ************************* regarding the payoff of my loan and the *** coverage process. I was advised by ***** VP of Regional Asset Recovery on 3/19/24 that he was not confident in the 3rd party Portfolio Gap Coverage. He stated they tend to drag their feet and claim to not receive documents that Sierra certainly submits. He advised for me to follow up in a few weeks. When I did so I learned that unfortunately ************** had passed away and was forwarded to ******************************* who stated she would be taking care of the delay with Portfolio. Around the same time, I was informed by ***** with Portfolio *** that Sierra Central had not sent the proper "Formal pay off" letter but instead sent the "payoff history" which left a difference owed on the Loan. I inquired as to what needed to be done so the difference would be paid. ***** advised Sierra Central had to send over a correction. I immediately called ******************************* who was very argumentative and said she didn't have to do anything more for my account and that I was lucky she helped me at all. I have filed a complaint with the Department of Financial Protection and Innovation as I believe Sierra Central is incorrect in that it is not their responsibility to make correction. I have no dispute for paying for the 15 days in February 2024 that I had ownership of my truck, however it is wrong and against loan laws to pay any amount owed where the truck was not in my possession nor in operating condition. I would appreciate any feedback or suggestions you may have for me to finally resolve this issue and return my credit to good standing.

  Business Response

  Date: 08/13/2024

  Please see attached response letter for ***************************. 

  Thank you, 

  *******************, Service Quality Manager

• Initial Complaint

  Date:06/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my car balance went from $16439.03 on 10/01/2022 to $15871.03 on 03/05/2024 with a 4.99 apr that means that in those 16 months i paid a total of $3716.96 with a monthly payment of $232.31 and in those 16 months only $568.56 went to the loan they should not be in business chances are they are doing it on other unsuspected clients most likely minorities this bank is the new welllsfargo to make it worse the only way to get loan account statements is to pay $5 per statement i had to pay $100 just to get proof of the fraud happening when they realized that i was right they offered to pay me roughly $148 to make it right but you see the problem is that in 16 months i was charged over $2000 for *** that i didn't need because i had insurance the whole time so with a payment of $232.31 $173.58 went to principal $58.73 went to interest and i would get charged $109.00 every month so only $64.58 went to the actual principle in another month they charged $327.00 just for *** how is this legal i never received a call or letter for the error or to fix this issue and online statements are not available unless they are your bank I'm assuming or you go in the branch and pay $5 per statement they offered to pay $148 when i refused and showed them proof of fraud they offered to pay me the *** amount back i only found out because my gap insurance told me about the fees i had to investigate myself and pay for proof even if they pay back the *** insurance it doesn't make up for the APR interest rate charged for the high balance on auto loan due to fees once they realized that i was right and i would call they would give me attitude and hang up on me multiple times the agent assigned to me for my case was friendly until i brought up the fees then she like every other employee i delt with gave me attitude and was a smart a** this issue happened over the phone the agents name is ******* that i delt with and phone number is ***********

  Business Response

  Date: 07/09/2024

  Dear Mr. Tspia, 

  We received your complaint information through the Better Business Bureau. Upon receipt of this correspondence, we launched a thorough investigation into your account history. We sincerely apologize for the frustration caused by these events and assure you that we take matters of account accuracy very seriously. 

  Our ************************* reviewed your loan activity and confirmed that the charges added to your loan balance related to ******************************* (***), as stated in your complaint. These charges resulted from not providing adequate proof of vehicle insurance, hence the need for force-placed insurance. Based on the proof of insurance information you have submitted to Sierra Central since that time, we have been able to reverse the *** charges. At this time, the *** charges have been refunded and your loan is paid in full. All credit reporting information has been reviewed and is accurate based on your repayment schedule. 

  If you have any outstanding questions or concerns related to your closed auto loan account, please contact us at ************ for assistance. 

  Kind ***************************************** ******* Quality Manager

  Customer Answer

  Date: 07/09/2024

  I am rejecting this response because:Sierra central didnt attempt to let me know about the cpi I have been on the phone with them multiple times during my term with them and they never once informed me about the forced cpi insurance because the forced cpi insurance was beeing applied to my loan it caused me to pay more money towards interest they are saying that the refunded the forced cpi amount but that does not include the high interest payed for 16 months they say that they will send me paperwork on how they came up with the car balance but fail to show proof of the car loan amount they took $13990 from my insurance company and kept it all if you look at there yelp or ****** reviews you will see that I am not the only person that this has happened  to they are not showing the breakdown of the acual money owed because they are going off the loan amount that was high due to cpi insurance
  

  Business Response

  Date: 07/12/2024

  Dear **************, 

  Our Asset Recovery Manager spoke with you over the phone on Wednesday, July 10th. At that time, we sent copies of all supporting documentation to your email address, per your request. For your convenience, we have attached the same supporting documentation for your review. This attachment includes copies of letters sent by SWBC to you, at your address on file, which notified you that a force-placed insurance policy would be applied if you did not supply adequate proof of auto insurance. 

  The attachment also includes the dollar amounts of the force-placed policies and the dollar amounts that have since been refunded (after you supplied adequate proof of insurance). It is important to note that refunds include the amount of any interest charges accrued related to the *** policy fees. At the time your loan was paid off, the remaining $25.83 of interest due back to you in the form of a refund for *** fees was deposited to the balance of your Sierra Central savings account. 

  As stated previously, all refunds have been processed correctly and your loan has been paid in full. If you have any additional questions or concerns about your account or the included attachment, please contact us at ************.

  Thank you, 

  *******************, Service Quality Manager

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit hit was done without my authorization.Please remove the credit check from my Credit History.I tried reaching over phone and email as well which was provided but no help was provided.

  Business Response

  Date: 04/10/2024

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

  Thank you for reaching out regarding your concerns with a recent credit inquiry. Upon receipt of your correspondence through the BBB, we launched an investigation into the credit inquiry in question. This credit inquiry was performed through ***********, which is a rate shopping tool. If individuals progress through the *********** prompts, there does come a point that the disclosures state credit will be pulled to proceed. We understand this was not your intention and have submitted a request to Experian to have the inquiry removed. While Experian does not provide us with a specific date the inquiry will be removed, rest assured that the necessary steps have been taken to complete the removal on our part.

  We have also attached a copy of a letter you will be receiving with the inquiry removal details. If you have any additional questions or concerns, please contact us at ************.

  Kind Regards,

  *******************, Sierra Central Credit Union Service Quality Manager

  Customer Answer

  Date: 04/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a loan with sierra central ***** union, since opening a loan with them for my travel trailer I have gotten the call to deploy to *************** with the ** army. I have filed the civil servant relief act with them but they claim they don't have to abide by the federal act.

  Business Response

  Date: 12/18/2023

  Member Name: ***************************
  
  Complaint ID: ********
  
  Date Filed: 10/24/2023
  
  
  
  Dear ********************,
  
  
  
  We apologize for the delay in responding to your Better Business
  Bureau (BBB) complaint. Unfortunately, there was an error with our
  contact information on file with the BBB which prevented us from
  receiving your correspondence. We sincerely apologize for this delay
  and assure you that this error has since been resolved.
  
  
  
  Regarding the issue you experienced with applying for benefits
  available through the Servicemembers Civil Relief Act (SCRA), we are
  very sorry for the inconvenience and frustration caused by that event.
  I understand that you desired to have your loan terms modified as a
  result of entering active duty. We sincerely appreciate and thank you
  for your service. Unfortunately, your loan is not eligible for
  modification under this program, as the loan was secured after the
  active duty ***** This was explained in a letter mailed to you in
  response to your request. If you have any questions about the status
  of your account, please contact us at ************ for assistance.
  
  
  
  We appreciate your membership and are eager to address any questions
  or concerns you may have regarding your account.
  
  
  
  Sincerely,
  
  
  
  *******************
  
  Member Service Quality and Feedback Manager
  
  
  
  Sierra Central Credit Union
  
  1351 ********************
  
  *********, ** 95993
  
  **************

• Initial Complaint

  Date:04/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This started in February 2023 I made a payment with check because I owed February and the check was returned, My payments our due on 9th of each month, I made another payment on March 8 before my March payment was due so that should of covered February payment since the check was returned, instead Sierra Central is still showing that I owe February in amount of 707 and some cents so payment I made on March is not counting and Sierra central blocked my account so I wouldnt be able to make payments online through the automated system too, After explain the situation to two Reps. ** you can see below Sierra central removed my account online, you can see history but no loan info and there not counting March 8 payment and there not even counting the payment in March so far my credit still shows current, I am not able to go in because I just had surgery and currently I have COVID so blocking my account to be unable to make payment is not right , so after today I will be pass 30 days and Sierra will report me late and this wrong

  Business Response

  Date: 12/18/2023

  Dear *******************************
  
  
  
  We apologize for the delay in responding to your Better Business
  Bureau (BBB) complaint. Unfortunately, there was an error with our
  contact information on file with the BBB which prevented us from
  receiving your correspondence. We sincerely apologize for this delay
  and assure you that this error has since been resolved.
  
  
  
  Regarding the issue you experienced with one of your loan payments, we
  are very sorry for the inconvenience and frustration caused by that
  event. I understand you had difficulty with sending a replacement
  payment for a payment that was returned in February 2023. We strive to
  provide the best possible member experience and are sorry to have
  missed the ***** If you have any questions about the status of your
  account, please contact us at ************ for assistance.
  
  
  
  We value your feedback and I assure you that this information will be
  shared with the appropriate individuals for improvement purposes.
  
  
  
  Sincerely,
  
  
  
  *******************
  
  Member Service Quality and Feedback Manager
  

  
  

  Customer Answer

  Date: 12/19/2023

  I am rejecting this response because: