ComplaintsforWeststar Credit Union

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi Westar credit union,I have a car loan with you that was just paid off. Inadvertently my the bank account send off an extra payment, when the last payment was made. Normally my payment is $512.00 a month, but the last month was almost $90.00, and the second payment was around the same amount. I was thinking there was a refund coming, but i never saw a check come in the mail.I went on your website and sent an electronic message to your customer service team asking for them to please process a refund of that extra payment period I didn't hear anything back from that message period now I called today 8/9/2024, and spoke with an agent who says that they did receive two of these smaller payments less than $90.00, yet only$0.23 was deposited into my Westar credit union account. What happened to the second payment that was an overpayment, that should have been sent out to me? As you can see, I always made the monthly agreed upon payment of $512.00, so it's odd that i would ever make any other payment, yet you received one payment, which would have satisfied my loan, yet the second payment was taken in, but it seems to have disappeared. Why is that? I tried to discuss this with the agent when I called today, but he didn't want to look into it further. he said he saw enough to make a decision, but was not listening to my reasoning. I can't fathom how someone would be so stubborn that doesn't want to find out more information. I asked to then speak with someone else that's in the loan payment department, who might have access to a more detailed view of my account, and he said that he was the one, yet in getting back with me during the back and forth, it appeared he didn't see everything. Why he didn't transfer the call when he asked, I have no idea, but this isn't what I've come to know with this credit union. I'm disappointed, and I would like my refund is due please. Please advise, and when you do please provide your full name and contact information.

  Business response

  08/13/2024

  Weststar Credit Union responded to the complaint #********, please see the attached letter.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to express my concern and seek immediate resolution regarding an issue with my credit card account.On July 17, 2024, I logged into my WestStar Credit Union account to check my balance and discovered that a recurring charge was declined. This was unexpected, as I had made a payment of $500 on July 5, 2024, which was the full balance of my account. However, my account is now marked as past due and over the limit.Upon reviewing my transaction and payment history, I noticed that the payment made on July 5, 2024, was canceled. I am unsure why this payment was canceled. Unfortunately, I did not verify my checking account to confirm the payment, but I ensured sufficient funds were available at the time.Once I realized the payment had been canceled, I immediately made a payment of $100 on July 17, 2024. Unfortunately, this payment was made one day after the due date of July 16, 2024. As a result, I am now at risk of having my account marked as 30 days late, which could significantly impact my credit history.I want to clarify that I did not cancel the July 5 payment. Additionally, I did not receive any communication from WestStar Credit Union regarding the canceled payment or the impending late payment. I have a history of making timely payments on all my loans, and this situation is an anomaly.I request your immediate assistance in investigating this matter and reversing the 30-day late payment notation on my account. This error is not due to any negligence on my part, and I trust WestStar Credit Union will take the necessary steps to rectify this issue promptly.Please contact me at your earliest convenience to confirm receipt of this letter and provide an update on the resolution.Thank you for your prompt attention to this matter.

  Business response

  07/31/2024

  In Response to #********. The logs indicate that a payment was requested on 7-05 and then reversed a few minutes later, both actions performed by the same user ID. With no payment made in June 2024 along with the transaction history information gathered, the 30-day late is confirmed to be accurate. Additionally, a review of the payment history revealed two recent 30-day late payments in February 2024 and another in December 2023.

  Customer response

  08/01/2024

   
  Complaint: 22002779
  
  I am rejecting this response because:
  This seems to be highly inaccurate. I have attached the screenshots above showing that I made two payments in January totaling an amount of $50 that was paid on 01/09/2024 which covered for December payment and January payment. Due to the fact that the payment due date isnt until the 16th of each month in the amount of $25, by me making a payment on the 9th of January doesnt result in a 30 day late payment for December. It technically made it 24 days past the due date for December and on time for the month of January. Same thing for the month of February as provided in the screenshot, I made a payment in the amount of $100 on 02/25/25, 9 days past my due date of the 16th. Which again is not 30 days past due. This brings me back to the issue at hand with the payment of July, if this institution cant keep up with past payments and making false accusations about late payments, how can it be so sure for this payment and future payments? As you can clearly see I have provided evidence showing I wasnt late for the months that was stated, what can WestStar credit Union show me as proof of these late payments they mentioned? Also please note I will be reporting this to a higher up authority about these false accusations if this is not corrected.
  Sincerely,
  
  *****************************

  Business response

  08/07/2024

  Thank you for your response. We're here to help you stay on track with your payments. There may be some confusion regarding the cycle date, due date, and when a payment is considered late. Let me provide some clarity with an example.

  You sent over a statement for March which shows a billing cycle of 31 days. In the payment information box, the late payment warning explains what happens when a payment is not received by the due date. The March statement you provided does shows a fee, so let's back into this, the fee was assessed due to a previous late payment from February. For example the billing cycle would be a couple of months back to the one you sent, so we have to go back to ********* statement with a due date of Feb 16, 2024, . Key thing to keep in mind is your payment is due on the 16th of each month. If you made a payment and it posted on February 26th as shown in attachment, you are now 30+ days late.
  

  Additionally, to address your original concern, the billing cycle we need to look at is from April 21, 2024, to May 22, 2024, with a payment due date of June 16th.  A payment was not made until July 17, 2024, causing another 30+ day delinquency. Based on the Cycle the payment you made on 05/01/2024 shows it would have been for the cycle of 03/22/2024 -04/21/2024 due date of 05/16/2024, I really hope this helps show the proper tracking, transparency, and clarity for you.

  Customer response

  08/07/2024

   
  Complaint: 22002779
  
  I am rejecting this response because: no this doesnt make any since, regardless in the pass that you mentioned the two late payments technically its not late until the next due date if its paid after the 16th, example if the payment was due December 16th and I made a payment on January 9th, yes its considered late but not 30 days late, so therefore its not marked on the credit report as late, now do you understand what Im saying? And as far as the payment in question for the month of July, it has to be a glitch or some sort because I made that payment.
  
  Sincerely,
  
  *****************************

  Business response

  08/07/2024

  We have given you a full breakdown of the late payments. Did you have a chance to read my response while also reviewing the attached CC transaction history? This would be helpful as everything will line up with what we are attempting to communicate.
  Lastly, you mentioned credit. Is your credit impacted? Only delinquencies past 60 days should be reported, I also checked and did not see any delinquencies past 60 days.

  Customer response

  08/08/2024

   
  Better Business Bureau: yes I did go over your response, I was under the impression that my credit would be impacted by the 30 day late payment. I was not aware that it would only be impacted if it was 60 days past due. I thank you for your time and explaining this to me better. Have a great day 
  
  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

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I have spoke to two ladies in the service center. ***** and forgot the name of the 1st person I spoke to. Also spoke to ******* in branch. However, I had a EFT deposit that was made for 400$. I received a text that my deposit POSTED!! I utilize some of the funds..no problem. I go to purchase my kids food at mcd, card declines. NO ONE can explain why Loss Prevention wants to all the sudden put a hold on an EFT. When I req to spk to Loss prevention, they aren't in until 2mrw. None of this make sense. I need to feed my kids. ******************************* told me," I have no I information and I should call 211 to get help with food. R U KIDDING??? I have been I inconvenienced and I want to know why a corporation does not have any information for the member. This unexceptable. I get no email..no calls to let me know whats ***** going on. I could of been traveling on the road and im interrupted like this. NOT OK!!! I need answers!!!!

  Business response

  04/16/2024

  Hello, 

  The ACH hold was removed and available on 04/02/2024. The member was notified of the availability of funds. 

  Thank you.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Weststar continues to add erroneous information to my credit report because they are unable to collect any of the 18k owed on this loan because my income is federally protected from garnishment and judgement.They have noted on my credit report the account was charged off and they cant find the customer which is a blatant lie as the vehicle was a VOLUNTARY REPO meaning I gave the car back and have been in constant contact with all parties involved including the law Of ***************************** ********** who they contacted me 11/29/23 with a collection attempt, so explain to me how they have my address, phone number, my vehicle I voluntarily returned and the ability to send the account for collection attempt but they state they cant locate me. Absolute garbage and I demand my credit report be updated to the correct information and not the lies weststar continues to use to slander my name and credit.

  Business response

  12/06/2023

  **********************,

  WestStar Credit Union strives to report the most accurate and up to date information to the Credit ****************** in compliance with the Fair Credit Reporting Act (F.C.R.A).
  

  However, credit reporting errors do occur and so consumers may dispute information on their credit report that they believe is inaccurate by either disputing directly with the agency the Credit Bureau Report was obtained from or by submitting a written dispute directly to the Creditor. The process for submitting a dispute is best highlighted on the ************************ website located at: **************************************************************************************.

  Specific account issues cannot be addressed publicly as a matter of privacy; however, we would be happy to speak with you directly regarding this matter. If you would like to do so, you may contact the account representative assigned to this file, ***********************, at ***********************.

  We do appreciate you bringing this matter to our attention and will perform an internal investigation to ensure compliance with the F.C.R.A.

  Regards,

   WestStar Credit Union

  Customer response

  12/06/2023

   
  Complaint: 20943218
  
  I am rejecting this response because:
  Hello ****, you know exactly who I am because we have spoken AT LENGTH about my account on MULTIPLE occasions. In fact, you spoke with my husband ***** as well, so you know EXACTLY what youre doing and what Weststars response is pulling. Ive also filed disputes with equifax, experian and Transunion multiple times that your company responds as verified so explain to me how that works. Currently there Is a investigation with experian yet again to fix this error but I imagine I know exactly what the response will be.

   

   Please dont insult me by saying this is a privacy matter because you know who I am, you know my account and you know what the problem is. I should not need to discuss this on the phone with you in any way shape or form. If you looked at the account and you looked at the credit report information supplied youd  know it was wrong. Fix it. Im sure this is retaliation for the fact that you know youll never get full compensation on this account for the negative balance because my income is federally protected, so youre going to play this game. Might I remind weststar that supplying erroneous information to the credit bureaus is illegal, and I will absolutely hold weststar accountable.
  Regards, 
  
  *****************************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern,I am writing in regards to my negative experience with WestStar Credit Union. On September 25, 2023, my account went negative, which should not have been possible as I am not supposed to have overdraft on my account. Furthermore, I was out of town at the time due to my grandfather being sick, which unfortunately resulted in his passing on October 10, 2023. Unfortunately, there were no co-op branches near me, making it difficult for me to address the issue with my account.When I attempted to contact WestStar Credit Union on October 18, 2023, I was advised that I needed to come into a branch in order to stop a payment and make a payment on my loan. As I was still out of town, I was unable to do so. On October 19th and 20th, I reached out to a representative named *****, to inquire about the last day to pay my balance before it closed. She informed me that it needed to be paid by October 23, 2023, in order to prevent it from closing. I explained to her that I was unable to pay it by then due to my grandfather's funeral taking place on October 25, 2023, and that I would not be back in town until October 30, 2023. However, she was unwilling to give me an extension on the payment or offer alternative solutions.I was left feeling panicked and desperate, and *****'s suggestion that I try to obtain a loan from someone was insensitive, especially during a time when my family and I were grieving. I am disappointed in the lack of compassion and understanding I received during this difficult time.I would appreciate your attention to this matter and hope that appropriate measures will be taken to ensure that no other customers experience similar treatment.Sincerely,*****************************

  Business response

  10/26/2023

  Hi, Weststar Credit Union would like to offer our condolences to ***************************** and her family.  We have honored her request to extend the time to pay off her account as she requested.  The extension has been granted to Monday, October 30, 2023.  She was advised by ***** from Weststar Credit Union on Friday, October 20, 2023 (by phone) that we will honor her request till Monday, October 30, 2023.

  Customer response

  10/30/2023

   
  Complaint: 20761150
  
  I am rejecting this response because: although the credit union granted me the extension its 10/30 and Im trying to transfer the money into the account but its telling me the card is closed so Im not able to deposit the money. So Im not sure how Im able to pay the fees if the card is closed. 

  
  Sincerely,
  
  *****************************

  Business response

  10/30/2023

  Member has paid her overdrawn checking account via our secure link (PODIUM).  Her checking account is no longer overdrawn. Her debit card has been re-activated for use.  

  Business response

  10/31/2023

  Member has paid her overdrawn checking account via our secure link (PODIUM).  Her checking account is no longer overdrawn. Her debit card has been re-activated for use.  

  Customer response

  10/31/2023

   
  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,
  
  *****************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After 15 overdraft fees I did not understand why the bank allowed that many. The bank sent me a printed opt in on overdraft protection my father signed that had a preprinted check **** on the opt in. English being my fathers second language I dont think he questioned the document he signed regardless on the pre-checked forms information. A mobile check deposit did not go through but did not realize it until after all the overdraft fees. There was no written information in the rejection. As a courtesy they refunded 2 overdraft fees and said a manger would call back. I didnt hear back so I called the next week and they said they would have them call me back. I waited another week to finally have them call the local branch manager that said there was nothing they could do. But overdraft payments are their discretion. Being their discretion why would they allow that many without notifying the consumer? No letter, text or email letting us know that the funds were not available. Over $500 in overdraft fees for less 1/4 that amount in purchases. I read another complaint July 22 about this business and that customer received 9 of their fees back so why was I only allowed 2? I just dont understand why there was no consumer protection.

  Business response

  08/17/2023

  Joint Owner *************************** account has been ************************ for the remaining Overdraft Fees charged between 7/18/2023 and 7/25/2023.

  Courtesy Overdraft Privilege has been revoked and no further debit charges will be authorized without available funds in the account to cover the charge. 

   

• Initial Complaint

  07/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello! First off I went to the bank to find out what's going on because out of 1, 374 I had only received $245 so the first thing I did was to call WestStar to see if they could help me to find out what's going on. So I went into the office on June 30/2022 and i was told by the branch manager to come back in on the 5th of July so that the other branch manager could assist me. So today on the 6th of July I called to speak with the manager over the branch manager and I was told by the agent that answered my phone that the one that I talked to on Valley View was the only manager there and the manager on Sahara wont come to the phone and I wont be getting any of the 38.50 that was taken out of my bank account by WestStar Credit Union 13 times, so I'm guessing that the bank that I am associated with would enjoy all of my 38.50. Can you please find out what's going on with my account so I would appreciate it if you would find out what's going on with my account because this bank would never allow myself the customer to have 13 over drafts totally 500 dollars. I want my account looked at for fraud as well but was told that there was nothing the bank could help me with.

  Business response

  09/03/2022

  Business Response /* (1000, 6, 2022/07/22) */ A review of Ms. ******* account shows her account received 12 NSF fees for ACH transactions submitted by utility companies and payday lenders. Ms. ******* was contacted on 7/18 regarding her need for credit counseling. As a courtesy to our member, 9 NSF fees were refunded for $346.50. In an effort to help her manage her finances more efficiently, she agreed to come into the Credit Union and open a new Fresh Start account and was referred to our credit counselor **********. As of this date, she has not appeared at the credit union. Consumer Response /* (2000, 9, 2022/07/24) */ BBB the company WestStar Credit Union has settled my case by offering myself a deal. It was a deal that I accepted without knowing the full details but yes I myself (******** *******) has closed this case and I want to thank you for helping out to get this situation looked at and closed. Consumer Response /* (3000, 14, 2022/08/07) */ WestStar Credit Union has played a trick on me (******** *******) by deceiving myself in a manner in which WestStar Credit Union branch manager claimed that she opened a different account for myself. The account was supposedly opened with a balance of 348.00? but the branch manager opened the account then turned around and placed the new account making it negative 348.00? so I'm not understanding where she found the courage to do this kind of thing to me and thought that I was crazy enough to just sit back and allow this to happen to me. Once again please help me BBB!! Business Response /* (4000, 16, 2022/08/16) */ WestStar Credit Union has not played a trick on Ms. *******. On 07/18/2022 when the Credit Union refunded Ms. ******* $346.50 for 9 NSF fees, her account had a negative balance of $658.00 thus leaving her a negative account balance of $311.50, which she still owes, and was transferred to her new account. She is aware no further fees will be reversed and has been counseled on not giving out her new account number. She is also aware she needs to make payment arrangements with the payday lenders to avoid any further action from them.

*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. ↩