ComplaintsforWesterra Credit Union

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bank account with ******************** has not been used in years and I disputed a charge off that went to collections. For $61. If this was a real debt, I would have paid it. After disputing the charge off through experian, westerra did not even reach out to explain the situation.

  

  Business response

  07/25/2023

  Due to privacy issues, we are not able to provide specific details regarding the identified concern. Notices were sent electronically to the email address provided to Westerra Credit Union during the electronic delivery setup and authorization process.

  We have attempted to connect with the Member directly to work through and address their dispute; however we have not received a response. Therefore, we ask that the Member reach out to Westerra Credit Union by utilizing the contact information that is provided on their statements and/or notices.  This will allow us to provide a quick response and ensure privacy is maintained. We look forward to continuing our banking relationship with the Member.

   

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have new loan with them and made 4 required payments on time and their website is incredibly difficult and confusing to use and the last two payments were put into a savings account with them which I did not open and the two separate payments are for the exact payment amount and yet now they say I paid 30 days late and reported to credit bureaus and tanked my score 100 points and if you look at my credit theres zero negatives in the ten years they report on. I spent over 100 minutes waiting for someone to come on the line and had to leave voicemail and they have refused to call me and this is after the two calls I had with two different representative who eventually told me to call a certain extension and they dont call. I would never do business with them again.

  

  Business response

  06/09/2023

  We have connected with the Member to work through and address the concerns regarding applying payments. Due to privacy issues, we are not able to provide specific details involved with resolving the identified concerns.  We look forward to continuing our banking relationship with the Member.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Westerra Credit Union has been falsely reporting past due payment on my credit history even though all payment has been made on time. They reported past due payment for January 2023. Then they reported I didn't make a payment in July 2022 even though payment was submitted. Since January 2023 Westerra Credit Union has been falsely reporting past due payment on my account even though I made payment on time. To resolve the issue I went ahead and trade the vehicle and paid the auto loan in full. They reported that I was past due for February 2023 again even though I made payment on time in February. They falsely ruing my credit for some odd reason. Even with a account that has been paid in full. Their are still reporting it past due. They are unprofessional, rude, and inconsiderate. They do not work with their clients to resolve any issue. They just falsely ruing my credit without any consideration. Its very strange the way the have been reporting past due payment on an account that is current. Now paid in full so Westerra Credit Union could leave my credit alone.

  

  Business response

  04/20/2023

  We will contact the Member to work through and address the concerns expressed in the complaint.  Due to privacy issues, we are not able to provide specific details involved with resolving the concerns.  We look forward to continuing our relationship with the Member.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Westera C.U. will not allow a auto-payment unless it's from THEIR checking account. I was $3.00 short because of insurance fees I tried canceling. They continued to charge for these fees which causes my payments to come up up a FEW dollars shy. I was assured they would remove the charges, issue a refund and remove the 2 negative late payments on my credit report. I pay my bills on time. The same thing happened the 1st time, and was assured the charges would stop. Those insurance charges and not being able to setup autopay, has caused this issue. I had to setup a bill payment option with my bank, and hope I send in the correct amount. I've yet to get a credit for the insurance charges I requested stopped and my derogitory ****s on my credit repaired. Why should I have to open a checking account in their Bank to setup autopay or pay my bill!! $3.00 short, really!!!! THAT IS NOT a missed payment. That's a late charge and a change of their banking policies!! $3.00 and a **** on my credit is ridiculous!!!

  

  Business response

  03/23/2023

  We have connected with the Member to work through and address the concerns regarding insurance fees, auto-pay, and minimum payment requirements. Due to privacy issues, we are not able to provide specific details involved with resolving the identified concerns.  We look forward to continuing our banking relationship with the Member.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot get this Credit Union to respond to be on a timely way. My auto pay for Dec 22 did not go through and for Jan 23 it has not gone through. I cannot get a call back to get issues resolved. Horrible experience with this company.

  

  Business response

  01/25/2023

  We have attempted to connected with the Member to work through and address the automatic payment feature. We ask that the Member reach out to Westerra Credit Union by utilizing the contact information that was provided in both an email and voicemails.  Due to privacy issues, we are not able to provide specific details involved with the identified concerns. We look forward to continuing our banking relationship with the Member.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been unable to log on to my Westerra Account for the last two weeks. We have gone to the credit union in person and they were unable to solve the problem. We were told we would receive an email detailing who could help us resolve the issue. It never came. I have called several times and have been on hold for over an hour, with the call NEVER being answered, even when they continue to say, "Your estimated wait time is less than five minutes". We need online access to our accounts! This new digital update has been a disaster!

  

  Business response

  12/05/2022

  We have connected with the Member to work through and address the account access issue. Due to privacy issues, we are not able to provide specific details involved with resolving the identified concerns.  We look forward to continuing our banking relationship with the Member.

  Customer response

  12/05/2022

   
  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

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  If I have never been late on-a payment once in my life and now my car payment is late every month since they implemented their new CRM and pretty much left customers fend for themselves! The system is counter intuitive, slow does net send verifications or email notifications and pretty much erased my information from the last system they had. Pathetic. 3 calls to their customer service, and nope, still not solved. Now I am concerned that their incompetence will reward me with a file on my spotless credit bureau.I only want to pay my bill.

  

  Business response

  11/29/2022

  We have connected with the Member to work through and address the automatic payment feature. Due to privacy issues, we are not able to provide specific details involved with resolving the identified concerns.  We look forward to continuing our banking relationship with the Member.

• Initial Complaint

  11/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've had a loan account with Westerra for years. I have NEVER missed a payment for the entirety of the load because I was set up on AUTO PAY. Somehow or someway the auto pay was cancelled by Westerra or by the new system they have recently set up. After the new app finally loaded it didn't give me any information, I can't see if there are any "late fees" or how much they are, all it says is my next payment is $450. I only pay $152 monthly so that should only be $304. I tried numerous times re-adding my external account for auto pay only to find that it does not save in the app. This "missed" payment was not my fault since I was setup on auto pay and I never called to remove the autopay from my loan account. I need this "missed payment" removed because I do not want that reported to the credit bureaus, I also want the "late fees" removed, and I need someone to answer the phone so autopay can be setup again. I never removed or cancelled autopay and this should have never happened. This needs to be resolved ASAP. Desired resolution: billing adjustment, contacted by the business, correction to a credit report, refund late fees.

  

  Business response

  11/22/2022

  We have connected with the Member to work through and address the automatic payment feature. Due to privacy issues, we are not able to provide specific details involved with resolving the identified concerns.  We look forward to continuing our banking relationship with the Member.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a car loan with Westerra and I have been set up on auto payments for years. They made a change to their system which stopped my auto pay from coming out but I was never notified until I got a phone call that my payment was late. The woman took my payment and assured me that if I got charged a late fee I could call back in and they would waive it. I tried to go online and login and set myself back up for auto pay but I was unable to login and when I tried to reset my password I never got any information sent to my email so after trying for an hour I sent an email to Westerra explaining my issue but I never heard back from them. I placed a call to them yesterday and they had an extremely long hold time and when I finally got to talk to a representative she said they were not going to waive my late fee. She did instruct me how I could sign back up for auto pay but stated that if she took my payment she would have to charge me. She told me I had to go on the website and make my payment so I was doing that and right as I was hitting submit the screen went blank and then there was just a spinning wheel. I tried to sign back in to see if my payment went through but I was unable to so I had to call back and this time there was a 50 minute hold time to speak to a person. I told her how much trouble I was having trying to make my payment and asked her if she could take it for me and she also told me that if she took my payment she would charge me. I explained to her that I had been on the phone for hours trying to make this payment and had also tried the day before online. They absolutely refused to help me make my payment unless they charged me for it. I feel they are discriminating against seniors. How can they legally charge me fees to do some thing that I had set up to come out automatically and theyre the ones that stopped it? Also, I had tried multiple times and spent hours trying to pay them last night. Unacceptable!

  

  Business response

  11/21/2022

  We have connected with the Member to work through and address the automatic payment feature. Due to privacy issues, we are not able to provide specific details involved with resolving the identified concerns.  We look forward to continuing our banking relationship with the Member.

  Customer response

  11/22/2022

   
  Complaint: 18405387
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I received a follow up call from ******* at extension ****. He was rude and condescending and absolutely refused to offer any apology for how *** been treated. He actually made the situation worse by interrupting me and cutting me off multiple times during the conversation. He absolutely did not want to hear about how his employees treated me and could care less that it took me 2 1/2 hours to make a car payment online while his employees refused to take it for me without charging me. So this is how you treat your customers that are signed up for auto pay and make their payments on time every month? They are the ones that removed me from auto pay and then they had the nerve to charge me two late fees! **** at extension **** informed me I had been reimbursed for those late fees but they credited $30 to a different account that I dont even have access to instead of crediting them back on the account they were charged from. Mikey at extension **** should not be the guy in charge of following up on your BBB complaints because he could care less and has zero empathy for an elderly customer trying to navigate through their convoluted system. Having Mikey boy from extension **** follow up with me made the situation even worse because he made it very clear that he could care less about the situation and he was just calling me because his manager told him he had to. I was set up on auto pay so I should never had to deal with ***** at extension **** or spend 2 1/2 hours of my precious time trying to make a car payment online while the employees refused to provide me with any assistance. Absolute worst customer service ever!

  

  Business response

  12/09/2022

  We have connected with the Member to talk through the automatic payment feedback. We look forward to continuing our banking relationship with the Member.

  Customer response

  12/14/2022

   
  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

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cannot access this horrible new system. on hold for hours and hung up on. After 50 years a member, can't believe the low level of service. inexcusable. Hours of listening to recorded message that says my call is important to that Westerra when it obviously is not. Need someone to careb enough to answer my calls. My kids and grand kids all planning to close their accounts over this lousy service with ridiculous new digital non-service.

  

  Business response

  10/13/2022

  Westerra Credit Union has attempted to contact the Member and we look forward to addressing their feedback.
  We appreciate the patience our Members have shown as we work through enhancements to our mobile app and online banking platforms.

*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. ↩