ComplaintsforGolden Plains Credit Union

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a SUV through a vendor who offered special financing thru Golden Plains. I paid them off (early) and can not get them to stop mailing me. Insurance offers galore and today... a bill for $5 for not doing any business with them in the last 2 years. REALLY? I have spoken with the local office numerous times to remove my name from their mailing address. They are habitually sending me information / offers. I DONT WANT TO DO BUSINESS WITH THEM ANYMORE!!! How the heck do I get off their mailing list?

  Business response

  05/20/2024

  Hell* *** ********

  Thank you for allowing us to help resolve this issue. 

  Your loan with Golden Plains Credit Union was paid off a little over 2 years ago, however your membership account remains open through this day.  This is the reason why you have continued to receive communications from us.  The $5.00 fee which was assessed at the end of April is an inactive account fee due to no activity on the account for over 2 years.  Based on your comments, I understand you no longer wish to keep this account open.  We will refund the $5.00 inactive account fee which was assessed at the end of April, will close out the account and send you a check for the balance in the account.  Since there was activity on this account during the year, you will receive one final account statement from Golden Plains Credit Union at the end of 2024.  

  I sincerely apologize for the trouble this has caused you. If there is anything further I can assist you with, please feel free to reach out directly to me at ***************

  Thank you,

  **** ** *****, President/CEO

  Customer response

  05/20/2024

  Yes, I ask for my account to be closed when I paid the loan off…That never happened. That along with me asking you to quit mailing me  the weekly insurance sales pitches… Of course, that didn’t happen either.

  So, close my account and send me no more mail. I frankly wouldn’t do business with Golden Plains again if the interest was free. 

  Business response

  05/21/2024

  I apologize for the account not having been closed out when requested.  The account has now been closed and a check for the balance in the share account was placed in the mail.  Having closed the account will stop further notifications, promotional materials, etc. from being sent.  Of course, anything that may have already processed and may be on the way (already in the mail) I cannot stop, but no new marketing contact will occur since the account is now closed.  As explained yesterday, one final account statement will be generated and sent out (we are required to provide this) since there was activity on the account during the year. Again, my sincere apology for the trouble this has caused you.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an auto loan through GPCU. I have not missed a payment and they are fully up to date. Yesterday in the middle of the night my car was "repossessed" by GPCU stating that it was not insured. I have carried full coverage on the car since the day I got it. Previously they had sent me a letter since I changed carriers, I sent back to them my current policy but they are saying no one received it. I have not breached my contract with them but they are making me re-apply for a loan in order to get my car back despite the fact that I have not defaulted and my payments are up to date. I have researched online and reached out to an attorney who states that they have unlawfully taken my vehicle which contains private property as well. I have not been informed where my vehicle is nor have I been provided any further information. I have reached out several times and am not getting any answers from them. This will severely impact my credit score and they are charging me fees for repossession and for impound up until I can retrieve my vehicle, "if" they reapprove me for another loan. I had to call into work as I use my vehicle to work last night and will lose my job if this is not settled. * ** *** **** ******** *** ** ****** ** ** ******* ** ********* ** * ****** **** ** **** ****** ********* I need this situation fixed immediately.

  Business response

  06/05/2023

  Please take note that Golden Plains Credit Union did not breach our contractual agreement.  Be advised that this repossession was valid. Due to failure to provide proof of insurance, we took action. After several attempts the member failed to contact us.  As of 6/1/23, proof of insurance was verified with *****.   Please be advised that our lien was not listed on the member policy.  Therefore, we were not notified by ***** of proof of coverage.  If ***** is unaware of our lien, they will not provide proof of insurance.   While verifying the insurance policy online on 6/1/23, we were able to add our lien to the member policy.  This resolves the insurance issue. 
  
  The request to reapply, is our internal process to ensure that we have all up to date information.  It also ensures that we have verified that repayment of the loan is not an issue.  This is not a request for a new or refinance of the current loan.
  
  In an effort to maintain our relationship with the member, we have waived the repossession fees.  Please note that this is due to the account payment performance.  We wanted to acknowledge that the payment history supports on time payments.  We thanked the member for this.  The member was also advised that the account will be reported to the credit bureau as a Redeemed Repossession. This is due to the validity of the repossession action.
  
  The vehicle was returned to the member on 6/2/23.  The credit union also assisted with storage fees for 6/1/23 and 6/2/23.  We have reminded the member that it is important to respond to letters, calls, and emails.  Had this been done, this would have prevented the issue.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. On Friday, April 1, I called ****** ***** to ask for instructions to make a wire transfer. They told me to use the routing number for ********** ****** ***** and the account number for Golden Plains on my bank form. 2. I made the wire as instructed and it was returned by **********, with *** dollars deducted. 3. I spoke with a manager at Golden Plains on Monday. She told me that the wire was done wrong - my bank should have performed a manual wire, where the routing numbers for both Golden Plans and ********** and the Golden Plains account number are provided. 4. The manager insisted this process is in writing, but I can’t find it on the Golden Plains website and I’m not a Golden Plains account holder. 5. I asked for the *** dollars to be refunded to me. I was also out $** from the wire fee my bank charged me. 6. The manager insisted that my bank charged me the additional *** dollar fee and not **********. 7. I called **********. They said yes, we charged you the *** dollar fee. I asked how a third party can take a fee from me that’s not in writing or disclosed to me in advance. 8. The ********** employee I spoke with told me the fee was non-refundable. 9. The employee volunteered to transfer me to a manager. I left this manager a voice mail and never received a return call. 10. It is my opinion that the Golden Plains employee I first spoke with gave me incorrect information for the wire transfer. The wire transfer process and fees are not documented on the Golden Plains website. 11. This incorrect information and lack of documentation cost me $** in wasted wire fees, and neither bank will provide any reimbursement for what I believe is an error on the part of Golden Plains. I am asking for the assistance of the Better Business Bureau to resolve this dispute.

  Business response

  05/04/2023

  I am very sorry for the inconvenience and added fees this situation has caused you.  Our representatives provide wiring instructions on a daily basis and is something they are very familiar with.  I do not understand how or why you were provided incomplete wiring instructions, but I do sincerely apologize.
  Golden Plains Credit Union did not assess either the $** or $** returned fees, however I understand that our providing you with incomplete wiring instructions is what caused the returned wire.  Therefore, we will stand behind our mistake and reimburse you the $** in fees this caused.
  Since you are not a GPCU member, I do not have your contact information.  Please reach out to me at ************** ext. **** and I would be happy to obtain your contact information and forward you a check for the $**.
  Thank you for bringing this to my attention and again I am sorry for the inconvenience we caused you.
  

  Customer response

  05/15/2023

  
  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,
  
  Ronald **********

• Initial Complaint

  09/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/3, I received a call from GPCU advising me of a suspicious charge on my bank statement. After conversing about the matter, I asked to have a new card sent out to me with the understanding that the card would arrive at my house in a timely manner. ******************************************************************************, and made that idea clear during the conversation. I was told that the card would be arriving at my house within five days. Six days later, I decided to use my atm card-retained in a safe for such occasions-and attempted to make a withdrawal from a local atm. I tried every iteration of the pin number, to no avail. I called customer service, which then referred me to an automated pin reset hotline. the pin reset hotline, which stated that they couldn't help me and to call the local credit union. I calld GPCU customer service back and heard, as I spoke with the same agent I spoke to earlier, someone say "it is that guy again?" and "what doesn't he get about this?" As the conversation wore on, the agent referred me back to the same hotline as before. I then disconnected the call and spoke with another agent-and SURPRISE! The five day time frame for my new card now ballooned into a NINETEEN DAY WAITING PERIOD for a CARD ****************************. NINETEEN DAYS to WAIT to use MY OWN MONEY! Moreover, the whole thing about being able to change my pin number on my atm card-the process that the agent from ******* made me walk through twice-DIDN'T. EVEN. APPLY. In this case. ******************************************************************************************************************************************************************************************************************************************************* Your customer service agents are either poorly trained, are terribly unmotivated, or both. I want to know where my card is- not just that it had been sent. I want that agent from ******* fired immediately.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/14) */ Hello, I would like to start out by saying, I am sorry for the inconvenience our member experienced. We strive to provide the very best service we can to our members and it saddens me that we fell short on this occasion. My sincere apologies. On September 3rd our call center agent spoke to our member regarding fraud on his account, which he confirmed as fraud. When fraud is experienced on an account, it is closed in order to avoid further fraudulent transactions from occurring. This case was no exception, since fraud was confirmed the debit card was closed and a new card was reordered. Knowing how much we as consumers have come to depend on our debit and credit cards, it is standard practice for our agents to offer to our members the option to rush order debit and credit cards (for a $** rush fee) when cards are lost, stolen, or closed due to fraud. Of course, it is up to the member to accept or decline the rush service. While I cannot prove this option was made available to our member on the initial call on September 3rd, I would like to believe that it was, as it is our standard practice to do so. In addition, the agent our member spoke to is very experienced and the most seasoned in that department. Members are also informed that standard card re-orders (not rushed) take 7 to 10 business days to reach the member. The summary from our member states he was told the card would arrive at his house within 5 business days. I apologize as I do not know how 5 days became a part of the conversation as regularly ordered cards (not rushed) typically take longer than 5 days to reach their final destination. This is why we inform members it will take 7 to 10 business days. As far as the information provided to our member regarding the resetting of his ATM pin, we take full responsibility for having provided him with the wrong information. ATM cards are not as widely used so being less familiar with ATM cards our employee at our ******* location assumed that the re-setting of an ATM pin number worked the same way as it does for debit and credit cards. Directing our member to call the automated system to reset his ATM pin was not correct and he should not have been directed to follow those procedures. We realized our member had been given the wrong information regarding the resetting of the pin when he called back to our call center and spoke to the same agent he had originally spoken to on September 3rd. Once discovered, our call center agent was quick to send out instructions to all of our staff informing them of the proper procedure for re-ordering ATM pin numbers. I know this action did not help the current situation we were dealing with, but hopefully it avoided it from happening to anybody else. For security purposes, we (GPCU employees) do not have access to ATM pin numbers. The pin numbers are generated and mailed directly from our processor. If a member does not remember their pin, we must reorder the pin mailer, which in this situation would not have reached our member any sooner than the debit card which had been ordered several days previously. The debit card for our member was ordered on September 3rd and was shipped from our processor on September 7th. From what I can see, our member has received his new debit card as it was activated and used on September 13th. I know how inconvenient it is not to have a debit card in hand as we have come to depend on them so much, so I am happy to know our member received and was able to use his new card. Once again, I apologize for the inconvenience this situation caused our member and I am truly sorry for the misinformation we provided. I hope he is able to accept my sincere apology and will allow us the opportunity to continue serving him.

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