ComplaintsforPoint West Credit Union

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member of point west credit union for 30 years and have had each paycheck deposited there each 2 weeks for those 30 years. May 31,2024, my last day of those 30 years, I took my final check to PWCU and deposited into my checking acct. It was over *******, PWCU made the decision to put a hold on this check for 5 days (then reducing it to 2 days) allowing me ****** in that acct. At the time, this was not a concern. I thought by Monday the hold will be lifted. On Sunday 6/2/24, I called and left a lengthy message requesting the hold be lifted (explaining the 30 years etc) to avoid many 30 dollar charges both from the bank and again by the lender. Today, 6/3/24, the ***** charges along with not paying my space rent has already occurred & so far PWCU is denying ability to change the hold status. Having been hung up on twice, I have asked the teller to stay with me on the phone until **** can come to assist me (as they are all in a meeting). Am now on hold for another manager because the one that listened to my message yesterday wrote in my acct that she had no way of lifting this hold. And no further action was taken. The damage is occurring with each check they decline. It's obvious to see the available money is there. I just do not understand why a hold on a Multnomah County check would require a hold after 30 years of consistent deposits. At this time, my space rent was rejected which will require me to pay in cash or money order, however I am unable to make this payment as I cannot access my funds. At this time, I have incurred a ***** fee (***** PWCU and 30.o0 *********************) with anticipated 4 total ***** fees. At this time PWCU has me with a zero balance (actually -50) with the hold remaining.

  Business response

  06/25/2024

  We thank our member for providing this feedback, and apologize for the service issues which ensued.  We value your membership and voice, and are glad we were able to resolve this situation for you.  All fees have been refunded and we have engaged in staff training regarding check hold and phone hold protocols to ensure better communication and member experience going forward.  Please let us know if there is anything else we can do to assist.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Went in to the credit union to change PIN to something that worked for me. Asked taller if I could change PIN she asked that I write down what I would like it to be. She did something in the computer and advised me to wait 20 minutes before it would work. 2 hours later in th e store using card. Card declines. Try another store card declines. Call membership services. Waited on hold. Finally says we are really busy please leave a message and we will call you back. Called back spoke with ******* who says she was not aware they could change PIN. Placed me on hold called front desk who advised her that someone missed a step and I would have to come back in. Asked ******* to have Manager call. Provided my number. Went back in today Asked for Manager. ********* turned around and said he was manager he said oh are you um...I said LaCreatia Asked if he had a message to call me said he hadn't saw one. I asked if I could sit down and speak with him. Advised he was busy for about 25 minutes if I wanted to wait. Asked when would be a good time. Advised I would be back today at 4:30. Asked how I could get my card working says person who can do it is out. I asked none of these other tallers know how to set up a debit card?I only go into the branch physically once or twice a year. The **************** has become so bad that some family member have begun to take their funds from this institution.There needs to be additional training in all areas. Phones and in person.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/18/22 I had to shut my debit card with Pointwest due to Amazon unauthorized purchase I was told I would receive a new card with in 10 days did not receive every time I inquired about new card they said they submitted order when I finally talked Branch Manager **** they could not answer any of my questions except cards are contract out not once did they reach out to card company inquiring where my card was there after when I appeared at the bank **** would disappear out the back door even after a month going with out a card nothing was done.Bad customer service I have been a member for a number of years I don't know what happen to this banking institution I was treated badly and and like I was asking for to much it was a horrible experience no integrity. Today is 11/28/22 and still have not received a new card. Unprofessional staff,no communication skills,no conflict resolution to correct issue nothing it created inconvenience for me constantly having to go to branch to have access to my funds juggling payment methods for bills they just did not care.

  Business response

  01/03/2023

  
  Dear BBB Resolution Specialist Team,
  
  
  This email is in response to the complaint #******** from ************************  
  
  Thank you for bringing this matter to our attention.  I, personally spoke with ****************** on December 2nd about this matter regarding her debit card issue.  I took the opportunity at that time to apologize for the situation and to better understand what had occurred.  She was able to articulate the items that I see are contained in her complaint, and I felt her frustration.  ****************** has been a member of Point West credit for nearly 10 years, but this situation made her feel unvalued as a member.  ****************** is correct that on October 18th she advised us that her debit card had been compromised and hacked through Amazon.  A new card was ordered at that time, and she was informed that it normally takes 7 to 10 days to receive the replacement card.   On November 4th, after having not received a new card she went into our Retail branch and spoke with the Teller, and eventually the Branch Manager, *********  According to **** and the Teller involved she was informed that the card had been ordered but since it had not arrived they would order her another card.  The second card also did not arrive.  The member did go back in the branch and, according to the Branch Manager he spoke with the member a 2nd time and offered her a gift card for her usage while awaiting the debit card.  This, I believe is where the communication breakdown occurred.  We utilize a third-party processor for our debit cards and, based upon my investigation there was an issue with the file for October 18th that caused that card not to be issued.  This issue could have, and should have been resolved, immediately upon finding this out if proper investigation had been completed on November 4th when the member first complained about not receiving a card.  When a second card was ordered it could (should) have been rushed to the member at the credit unions cost and delivered within 2 days.  This did not happen.
  
  Again, I appreciate our 10-year member bringing this situation to the forefront.  Point West as an organization is member-owned and appreciates our members who help us to better serve their needs.  I have addressed this with ****, and he understands how this should have been handled to alleviate our members frustration.
  
  I, again, apologize for the inconvenience and frustration that this situation has caused *******************  As she and I both agreed while discussing this matter on our call on December 2nd, in a month and a half this issue wiped away 10 years of satisfaction from her standpoint.  I provided the member my direct contact information for future comments and asked her to reconsider bringing her checking account back to Point West in the future.  She still maintains a small savings account and **** card with Point West, and we appreciate her patronage.
  
  Thanks again for the opportunity to respond,
  
  Regards,
  ***********************
  
  
  ***********************, ***************** Operations and Lending, NMLS #******
  Point West Credit Union | Direct: ************| Cell: ************
  www.pointwestcu.com
  

  
  

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Buying a car is supposed to be the happiest time of your life. I called the Credit Union to see about purchasing a new vehicle. I was asked by ***************************** if I had been receiving documentation from the Credit Union as it looked as if I was already pre-approved for a loan of $50,000. She sent me electronic documents I provided what she needed and she advised all I needed to do was go find I car. She also advised that she would be on vacation the following week, but she would be leaving information to her counter parts about my loan etc.I sat out and found my car on Saturday May 28th! Because Monday was a holiday I would contact the Credit Union first thing Tuesday morning. Thats where my nightmare started. I called the Credit Union, advised I had been pre-approved by ********. The agent who answered advised she was out of the office but asked if I would like to leave a voicemail. If ******** was on vacation no sure why she would ask me this. I advised no that I had found a car and the dealer was waiting for someone to cut the check. The agent advised she did not know how to do this but would have someone look into it. I had not heard back so attempted to drive over to the branch. When I finally spoke with someone she advised she was not in the office and could I send her the info from the dealership? Generally you cut out the middle man and the dealer and the credit union work it out especially since I was pre-approved. The dealer was trying to settle this deal before month end and was quite frustrated at this process unfortunately this did not happen.I can go into more detail. But at the end of the day, the agent said it was her birthday and she hadn't planned on working late and that someone was working on my car loan and would get back to me.Our family has been doing business with point west as long as I can remember and have never had such a horrific car buying experience especially being pre-approved

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In the months of August and September, 2021, I applied for a loan with Point West Credit Union (who I have been a customer of since ****) to pay off several credit cards totaling about *********. My loan was approved and those payoffs were said to have been made by ******** **** representative, in September. I continued to receive Statements from ******* with no payment/payoff made by ****. In November, with **** assistance, we contacted ******* **** Card who may have applied the ******* + to another account, but it was NOT applied to my *************** account. Today, I requested assistance from ************ again, but today she said there is nothing further they (****) can do and suggested I open a case with BBB against ******* **** Mastercard. NOTHING FURTHER THEY CAN DO???? They said it is my fight with *******, even though I continue to pay **** for this loan. In addition, I also am paying ******* directly for the exact same loan. I believe the buck stops with ****.

*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. ↩