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Business Profile

Credit Union

Westerra Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Westerra Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Westerra Credit Union has 10 locations, listed below.

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    Customer Complaints Summary

    • 35 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Westerra Credit Union Sucks!! Especially their inept fraud ***** If you want to send a wire for an investment, and they don't like it, they will refuse to send your money out. Even when you verify that you personally know everyone in the transaction, they will refuse to send it. I then had to wire the money to my own Chase ******** to send it from there. I scheduled a wire to do that, then they said, oh we don't see that wire. I then sent them their own wire confirmation sheet, and miraculously, they said, oh we see it now. When I first opened my ******** I was only depositing into savings. I didn't activate the debit card they sent me, and had no checks. Someone cleaned out my ******** and the fraud ***** tried to blame it on me, saying I must have given someone my account number, or did a bad transaction. Yes, they tried to blame it on me! Took awhile for me to recover my funds, reluctantly on their part. Now they called me to say they are closing my ******** and that it is restricted and I cannot get my money out unless I come into a branch. They are in ********, and I live in **********. They refuse to let me wire the money to my chase ******** These people are criminals! I'll be filing a complaint against them. Give me my money Westerra!!

      Business Response

      Date: 03/14/2025

      Thank you for sharing your feedback and concerns. Our management team has been in contact with you. To ensure the privacy of your information, we will not disclose any details using this channel of communication.

    • Initial Complaint

      Date:01/28/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      The balance shown on accounts is never accuratly reflected. There will be ****** that don't show up and your account balance may be off as much as $2,000 at any given time. When you go into a branch to ask whey they can't keep track of your money they give you an attitude and act like they don't want to be there.

      Business Response

      Date: 01/29/2025

      Were aware of the situation where transaction from January 26th onward arent showing up properly, and we are actively working on it. We want to reassure you that your account balance is still accurate and there is no need for any action on your part. We understand how important it is to have accurate information, and we apologize for any hassle this may have caused. Our team is currently working to resolve the issue as quickly as possible.
      Shared Branching locations do not have the same account access as a ********************** location, it is possible that the person that assisted you may have ran into the same problem. Since they are not a Westerra Employee we are unable to comment on the level of service you received but sincerely apologize for the unfavorable experience.
      If you have any questions or need assistance, please contact us at ************. 

      Customer Answer

      Date: 01/29/2025

       
      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,

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

    • Initial Complaint

      Date:11/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 card has been blocked unknowingly or for no good reason on numerous occasions

      Business Response

      Date: 12/02/2024

      We have reached out to the member to work through and address their expressed concerns. Due to privacy issues, we are not able to provide specific details involved with resolving the concerns.

    • Initial Complaint

      Date:11/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 has been repossessed for the second time this year and they refuse to let me pay the past due to get it back. They are telling me I have to pay the remaining balance on my loan before returning it.

      Business Response

      Date: 11/25/2024

      Westerra has reached out to the member to provide a solution. We will continue to work with the member directly regarding this complaint. Due to privacy issues, we are not able to provide specific details involved with addressing their concerns.

    • Initial Complaint

      Date:11/13/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      During Covid, as with MANY citizens, I was unable to work. My payments were all late. I stayed in constant contact with a credit manager to ensure that they knew the situation. Everything seemed okay. Until I was going threw my credit report and found that I was 'dinged' 11 times, bringing my credit down significantly. I called to ask that they remove the negative marks. And the response was "no". and they added that If they did this for me, then they would have to do this for everyone. considering that this was a ************ was not allowed to work. AND that I was in constant contact with them, This should be removed & removed form anyone affected in a similar way.

      Business Response

      Date: 11/18/2024

      Westerra was contacted Oct 2024, the request was researched, no errors were found, and results were communicated to the member. Due to privacy issues, we are not able to provide specific details involved with addressing their concerns.  If the member has additional questions, we are happy to assist and ask they reach out to Default Servicing at ************.

    • Initial Complaint

      Date:08/23/2024

      Type:Billing Issues
      Status:
      Answered
      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 filing this complaint regarding unfair NSF (Non-Sufficient Funds) fees charged to my checking account by **********************. Despite maintaining a positive balance and the credit union not covering any transactions on my behalf, I have been charged NSF fees multiple times, totaling $140. When I called Westerra Credit Union on August 23, 2024, to address the situation, a representative informed me that they had recently reinstated NSF fees after suspending them during COVID-19. However, I was told that only one fee could be reversed per year, regardless of the circumstances.I have been a loyal Westerra member for seven years, but during these financially challenging times, I feel that Westerra is taking advantage of my situation rather than offering support. It is disheartening and frustrating to be penalized for not having enough funds, especially when the charges were not covered in the first place. The issue is not just about policy; its about doing what is morally right. I am requesting a refund of these fees and a reconsideration of this policy that seems to punish rather than assist members during difficult times.

      Business Response

      Date: 08/26/2024

      We have reviewed the interaction with the member and noted that appropriate steps were taken to assist and educate the member. Our goal is to educate our membership and better serve their needs. We are happy to discuss current options we have with the member to prevent fees from occurring in the future. 

    • Initial Complaint

      Date:07/18/2024

      Type:Product Issues
      Status:
      Answered
      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 went into the bank on 7/8 and closed my checking account due to excessive fees. I paid the balance on the account and told the cashier several times I did not wish to keep it open. He tried to convince me to switch it to another type of checking account. I said no Im done, I already switched banks, I then noticed fees on my account, I emailed the bank and asked why I was still receiving fees when I closed my account. They stated the account was never closed, I have several times said close this account. The bank refuses to do so and continues to charge me fees. This is unethical business practice. Close my account!!

      Business Response

      Date: 07/26/2024

      Due to privacy issues, we are not able to provide specific details involved with resolving the concerns.
      We attempted to contact the member to assist with the account closure to no avail. We ask that ************************* contact us by phone or come into a branch so we can assist with this matter. We are happy to waive the fees based on the circumstance of this case. 

      Customer Answer

      Date: 07/30/2024

       
      Complaint: 22007110

      I am rejecting this response because: I went to the bank on 7/6 and closed the account. I paid all the outstanding charges and the teller said he closed the account. I took off from work to do this. I do not have a job that I can take unlimited time off to go in and close the account again. I have not received ANY calls after the initial call asking why I still had fees when I closed the account. I told them again to close the account which they refuse to do. Horrible customer service and unethical business practices. 

      Sincerely,

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

      Business Response

      Date: 08/05/2024

      We ask that ************************* contact Westerra at ************ at her earliest convenience, we understand her time is valuable and we are willing to assist. In the previous weeks, we have attempted to contact the member with no reciprocating contact. We are happy to assist with closure. As stated in our voicemail and previous response, we are willing to waive the fees Westerra has charged. Due to privacy concerns we cannot go into further details about this account, but we are wanting to help resolve this matter.

    • Initial Complaint

      Date:06/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 paid off my auto loan with ******* a while ago and have not recieved the title to the vehicle. I contacted them with no responce.

      Business Response

      Date: 06/04/2024

      Upon Mr. ********** paying off his auto loan with Westerra Credit Union we mailed the released title to ************************. The release was mailed on 12/20/2023 to the current address on file. We confirmed that address matches this correspondence. There were no delays in the release of the corresponding title.
      We were not able to locate communication from ************************ reaching out to Westerra Credit Union at any time to inquire about the title release.
      A new lien release has been sent to ************************ to take into his local ********** of ***** Vehicles to get a clean title. This was sent via Fed Ex on 6/4/2024 to the last known address on file and the address listed in this complaint.
      If ************************ has any additional questions or concerns in this matter, he can contact the Loan Servicing team directly at **********************.

    • Initial Complaint

      Date:03/16/2024

      Type:Billing Issues
      Status:
      Answered
      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 been a member of this credit union for more than 20 years. My mother who is now deceased was a member for over 30. I recently lost my job and fell behind in some payments. These people literally sent a person to my house who took a picture of my car and attempting to get the payments. They have not been able to contact me because I was recently hacked. I am so disgusted and humiliated! When I do pay this debt off, I will let my family and friends know to never deal with Westerra Credit Union!

      Business Response

      Date: 03/18/2024

      We are sorry to hear about ****************** loss of job. Westerra Credit Union (***) has several options to assist members in their time of need. ************** has always communicated with *** in the past and conversations have always been amiable and productive.

      We have noted Ms. ****** request to cease and desist all communications and will await her call or email regarding her accounts. She can contact us directly at ************ or email address at ********************************************* ************** privacy we cannot discuss any further details of her account.

    • Initial Complaint

      Date:03/02/2024

      Type:Billing Issues
      Status:
      Answered
      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 sent an email to Westerra on 2/13/23 inquiring about their security measures because I was thinking about switching banks. They responded that I needed to call. I never called or had further communication with them. I received a letter in the mail on 3/2/24 giving me my PIN information for a card ending in 4272. I called to inquire about Westerra opening an account without my permission and was told they needed my SSN to look up the account. I never gave them and will not give them my SSN. They opened an account without my permission.

      Business Response

      Date: 03/04/2024

      Due to privacy issues, we are not able to provide specific details involved with resolving the concerns. Westerra's **************** is working to resolve this matter and will be contacting the complainant. 

    Westerra Credit Union is BBB Accredited.

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