ComplaintsforCentury Credit Union

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My bank account was hacked and $1600 was stolen out of my account. The hacker accessed my bank information and called from *******’s phone number. ******* has informed me that they will not replace the money and stated “it is your fault you were scammed” despite being contacted by their number. They will not let me speak with any leadership. I am so disappointed by how they are handling this incredibly disappointing situation.

  Business response

  10/13/2023

  I would like to start this response by sincerely apologizing for the unfortunate situation you've encountered. I'm deeply sorry for the inconvenience and distress this incident has caused you. Please allow me to provide some context on the matter and our response to it.

  Upon thorough investigation, we found that the situation you described was a result of a card number compromise from a retail merchant and the unfortunate circumstances surrounding it. Our member's security is of the utmost importance to us, and we have taken this incident very seriously.
  
  To shed more light on what transpired, it appears that your card number may have been compromised, and with a code you inadvertently provided, a scammer was able to use that information to activate and use your card on a digital wallet. While this series of events was unfortunate, we want to make it abundantly clear that our institution takes full responsibility for the charges that were deducted from your account.
  
  Upon being alerted to this issue, I personally engaged with you to address your concerns, promptly resolving the matter. We have ******ed all the funds that were lost, as well as taken immediate actions to secure your financial well-being. This includes the creation of a new account, issuance of a new card number, and new login credentials, all designed to ensure that the scammer would no longer have any potential access to your account.
  
  Please rest assured that our primary goal is to protect our members and provide exceptional service. I would like to take this opportunity to thank you for bringing this to our attention. We value your feedback and are committed to continuously improving our security measures to prevent such incidents from recurring. We are here to assist you and ensure your peace of mind. Your trust in ******* ****** ***** is of the utmost importance to us.
  
  Once again, I apologize for any inconvenience you've faced and want to thank you for allowing us the opportunity to rectify this situation.

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