ComplaintsforWEOKIE Federal Credit Union

• Initial Complaint

  06/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  WEOKIE Federal Credit Union states the drive through is open until 1:30pm. Multiple times the past few months I have gone to the bank right around or after noon and they closed early. Today they shut down 20+ minutes before they were supposed to close. No bank should be closing early just because they can. You hold all and everyones money. Change your posted hours or stay open please. I work nights going in the day is hard but I make it work. Please consider reaching out to branch locations and letting them know they need to stay open as the hours are posted.

  Business response

  06/19/2024

  WEOKIE has attempted to reach ************************ regarding her complaint and has not been successful as she has not returned calls so we can properly inform her that WEOKIEs Saturday drive-thru hours are from 9:00 am to 1:00 pm.  ***** times are posted on WEOKIEs website, social media, branch entrances, and drive-thru windows.  Times are also posted on account disclosures given to account holders at the time account opening.
  We find it unfortunate that ************************ did not reach out to WEOKIE or verifying hours via the multiple electronic means prior to her filing with the BBB.  We would also be able to inform her that she can also access her accounts at multiple shared branch locations throughout the *** metro area that offer longer Saturday times.
  Please see the  attached screen shot of WEOKIEs webpage verifying Saturday drive-thru hours.
  WEOKIE sees this case as closed due to the unsuccessful attempts to speak to ************************ directly.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently had a hernia surgery and due to all of the scrambling around with family, I forgot to transfer money over for my truck payment with weokie federal credit union which resulted in the auto pay bouncing and the truck not being paid on time. It hasn't even been a week after my surgery, I was feeling well enough to move around and pay some bills. I was wildly surprised to find out that, even though a member from one of their branches set up the autopay, that every single month this year I have had a late payment and a fee tied to my account. Dumbfounded doesn't even begin to describe the feelings I am currently wrestling with and when I called to dispute the charges all I was told was that they could get me a ten day pay off. I am without words to how insensitive and uncaring and conniving this organization is acting. It feels like I have done business with true con artists and I am just baffled. I can't believe I made time to have one of *******************" set up the autopay and then you have the audacity to charge me a late fee and report late payments to my credit, even though you have been getting every payment on time every month. Truly disgusted at the evil within this company. I will be leaving very soon and advising everyone I can to stay away from Weokie Federal Credit Union.

  Business response

  12/20/2023

  WEOKIE has researched account activity and have in good faith made an exception and refunded late fees that have been assessed due to *****'s medical situation.

   

  Customer response

  12/27/2023

   
  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

  08/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lied to me about the ability to use overdraft, in fact I absolutely can not use it even tho I'm paying for the privilege

  Business response

  08/22/2023

  WEOKIE reached out to ************ on 8.21.23.

  It was explained that the overdraft program known as Courtesy Pay had a 45 day waiting period, however, at any time, if he has any special request, the branch that opened his account or any other branch or contact center could look into his special request and review it for him. He said his frustration came mainly from ***************** so he opened his account with **********************. Then he called Sunday, and we were unavailable to ask why it was not activated. We asked him if he would like to start the overdraft early as a courtesy, and he said yes.  We also waved a fee for him of $15.00 due to the miscommunication. He was pleased and asked if it was available to use immediately and we stated it was.

   

   

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 6 items from **** 4 items were purchased on 11/18/22 and then 2 items on 11/26/22 . I didnt receive Anything I purchased however the money was pulled from my banking Account , I did reach out to **** on behalf of not receiving the items that marked delivered and I was given a case number that is ******** along with the representative advising me that someone from **** will reach out to me with a resolution and status update of the packages that were marked delivered . After noticing I did receive an email from **** which Ive provided stated that they are not doing anything such as providing any credits , refunds and etc , I contacted **** customer service center to get a better understanding of exactly why they werent moving forward to resolve the issue at hand , needless to say the representative that I spoke with was very rude , and didnt care to resolve the issue , after requesting to speak to a supervisor the call was purposely disconnected leading me to contact the the customer service again to get my issue resolved the Second representative wasnt helpful either , upon advising the representative that the call was disconnected purposely and I wanted to speak to a supervisor I was advised the supervisor was unavailable and he would give my contact information to a supervisor and a supervisor will contact me back I then asked for corporate number feeling like I needed to climb that ladder to either get a re delivery or refund , the representative provided me with a regular customer service number to **** , so I then contacted my financial institution for a dispute and that didnt help either , I was advised by my financial institution that they have to send a dispute form to **** , get a response from them before provisioning a credit back into my account, its been over a week and Ive yet to be refunded by the merchant and my financial institution. My complaint with **** is because how I was treated in the whole process . Ive been hung up on , given wrong information and my dilemma has yet been resolved .My complaint with weokie comes from them not being helpful and resolving the issue at hand , Ive contacted weokie on 11/28/22 in regards to the dispute and advising them I have yet to receive my merchandise that was ordered , weokie stated that their protocol is to reach out to the merchant to get their statement & allow them to provide proof of delivery and then if eligible they would credit my Account . I contacted weokie again on 12/01 and spoke with a representative that was rude as well , she advised me that I needed to wait and allow weokie to resolve the issue she also stated It takes time because of how she talked to me and was rude I asked for a supervisor and she failed to connect me to higher management, she stated her boss wasnt in the office so she will take my contact information down and have the supervisor contact me back , I did advise her there should be a supervisor available to take over the call and she stated there was no supervisor available and she disconnected the call , I called back and immediately requested for a supervisor and the advised the supervisor how poorly I was treated and she advised me she would listen to the call , coach the representative that I had spoken with , the supervisor transferred me to the dispute department and they were also not helpful , they have yet to send the dispute information to **** to even start the process and told me it takes time , *** never imagined being treated horribly all behind me wanting to dispute transactions that I shouldnt have to pay for simply because I havent received NONE of my merchandise .

  Business response

  12/13/2022

  Response to BBB complaint # ********
  

  WEOKIE was able to contact ****************** on December 8th,2022 regarding the dispute she has regarding her purchases with ****.  Upon reviewing her account and the frustration she had with **** in finding no resolution, WEOKIE made an exception on the normal time period that regulations allow when a charge is being disputed.

  
  In doing so, WEOKIE gave ****************** credit to her checking accounts for the transactions she did with **** along with refunding nonsufficient fund fees for good measure, faith and her troubles.
  

  Upon speaking with ****************** of the reversal of charges and the refund of fees, she expressed gratitude for the help and was appreciative that many fees were refunded and that it meant a lot during this time of the year.

  
  The phone call ended with ****************** stating she was happy with WEOKIE and the resolution to her problem.

  Customer response

  01/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I ordered merchandise from Amazon & never received it , this was in fact a Christmas present for a family member and i have yet to receive it although it does mention delivered , after giving the business 3 days after the item showing delivered I contacted Amazon on behalf of not receiving the item and was advised by the customer service representative that I would need to reach out to the seller , they stated since it was a 3rd party seller , upon attempting to contact the seller in regards to not receiving the item it has been very difficult yet frustrating because they do not have a customer service number so the only form of contact is through email , so I decided to reach out to my financial institution in regards of hoping it will be easier however weokie has not made it easier , Ive yet to receive updates regarding the dispute or a credit , Ive contacted them a few times to get an update and their response is always its under review when filing the dispute I was aware that in 10 business days the dispute will be resolved unless they need further documentation, I believe the package may have got lost upon delivery or just simply delivered to the wrong address being that there was no proof of delivery , usually amazon will take a picture as proof the item was delivered like they have done with previous items I have ordered but with this particular item I didnt receive any of that . When filing the dispute the representative advised me I should have a resolution no later than 01-06-23 being that the holidays were close by. In having to file the dispute , weokie should be more helpful and eager to resolve customers dispute , they will Not communicate what so ever and when you contact them they are misleading , on top of the situation being frustrating they dont help it , Ive decided to not use my debit card when making online purchases however soley on bills since their dispute process takes so long and has not helped in emergency situations , In the process they make everything uneasy . Im reaching out to get a resolution In a timely manner since giving them the chance to resolve it has been extremely difficult.

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

  Business response

  01/17/2023

  From the BUSINESS:

  Sent 1/16/2023 1:54:04 PM

  WEOKIE FCU completed review of ****************** complaint regarding the dispute process.  We did speak directly to her on January 10, 2023.  After speaking with her, WEOKIE conducted an investigation by reviewing the recording of the phone calls and have concluded the following.

  Attached is the outcome of the investigation.

  Customer response

  01/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:**** the *** of weokie Im regards to my complaint , he did advise me that he would have the third party company of their dispute team investigated and he asked me if I had any additional questions or concerns , and the call was disconnected without a fair and proper resolution, however with me checking my bank account to see if I was credited I noticed that I had yet and still not been credited and I have yet to hear back from weokie with a resolution or status update , Im rejecting the response due to the problem not being resolved , Ive filed the dispute 12/20 and it is 01/17 and there has been NO RESOLUTION. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This has been the worst bank I've been to by far . The weokie Federal credit Union Bank was very unprofessional from the start. I did not really understand the whole thing about the account I was trying to set up .I just thought it was a regular banking account if you had money in it you could spend it if you didn't you couldn't.It was not explained at All by my banking counselor I didn't realize I couldn't even open my debit card until I called and talked to the people to the bank because he forgot to take a photo copy of my ID and forgot to put a Gmail in there spelled my name wrong by this time it had already been a couple days,when I got my retirement funds they automatically put them in savings and when I told them about the problem they were supposed to fix, and never did when I was going to draw funds they made me feel like I was doing something wrong. I am not very good at handling stress and it was very stressful to me to even get my own money from the bank I have felt like this since I have opened the account there and do not know how or where to go about to handle these problems.they have charged us $15 insufficient funds fees when we've had funds. this Bank charged us overdraft fees when there should have been no overdraft fees (we had money) in the so we uld not have had overdraft at all they kept the money in savings to be able to do this they had us on a limit on our card that was our debit card when we had money in the bank. they have a flat rate of ***** over protection fee the bank let us go over at their convenience and charged alot of $$ every time it said overdraft protection when there was money in the bank that was supposed to be pulled from savings even one that I talk to you that transferred some for me said I don't understand, I thought they were there to help build us a better finance foundation,but all they is took from us broke us down and left me clueless not understanding my family may never recover from this

  Business response

  11/17/2022

  Please see attached for response to complaint.

  ***********************, ****, *****
  Vice President of Compliance & Risk
  WEOKIE Federal Credit Union

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached file.

  Business response

  02/01/2022

  Unable to access attachments or view the complaint.  

  Business response

  02/02/2022

  WEOKIE has reviewed the attachment and investigated our account holder’s mortgage activity.
  
  WEOKIE does not and did not send any advertisement or promotion regarding mortgages or paying lower amounts on a mortgage during the Christmas holiday season.
  
  The information the account holder could be receiving are auto generated notices due to the payments being mailed are the incorrect amount as the past three months the payments submitted are short by $0.44.

  As for the WEOKIE employee contacting the account holder regarding payment.  The teller called to inform him that the amount of the check he mailed for his payment was the incorrect amount and was asking for permission to collect the amount from his accounts.

*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. ↩