ComplaintsforGoldenwest Credit Union

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/21 I requested a $1,000 increase to my Visa card, I recieved an email and was made to upload personal informatoin without the secure link as I have always been sent in the past. I received a call from Mireya **** C****** as well as the very unprofessional email I have never receied an email like that from Goldenwest their signature removed and replaced with rainbow garbage, the unprofessionalism was bit much. I reiterated a 1,000 dollar increase is what I was asking for. I sent the 2 paystubs showing income of almost 4,000 a month, No call was ever made to my reference and yet I get told that I am denied because of my history with Goldenwest credit union I have attached my credit report showing I am at 39% usage on the only 2 credit cards that I have and other then that my only other loan is my car loan which I screenshot that there are no missed payments reported to the bureaus since my purchase 11/2021 there was 1 missed payment in Jan 2023 on the credit card so I am livid that my charachter was assassanted, no real credit check performed this is retaliation for going to the BBB on them mulitple times they don't let me ever forget that i have done that, they have even illegally removed what is in my contract of online banking because I called someone exactly what they were acting like it took going to the BBB and also a person in one of the branches to get my rights back that they tried to convince me that it was a privildege when in fact it is one of the perks listed for being a GWCU member!. I want to know when it is acceptable for an inidividual to change my request amount the application as well as our verbal conversation I CLERARLY STATED 1,000 on the form I got in the mail today it shows I requested 3,0000 that is against the law, the slanderous lies about det to income ratio BS my credit report shows what I have 3 accts 2 of them GWCU (car, cc) my total usage 39% so they lied about every reason listed but bad credit history with them that is SLANDER!.

  Business response

  06/05/2024

  We have contacted this member regarding her complaint.  All items of concern have been addressed and we have come to a resolution with ********.  

  Customer response

  06/05/2024

  
  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

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Yes I noticed golden west charged me fees even if I would off had the money in my account so I called them and the manager warran and another manager didn’t care, charity I made many many complaints about and she didn’t care I even sent proof that online shown I would off had the money for those transaction they didn’t care

  Business response

  01/02/2024

  We have reached out to this member to address his complaint.

  Customer response

  01/03/2024

   
  Better Business Bureau: I am not fully happy with the results since goldenwest  is rude and don’t care even with proof but they won’t do anything and doing things illegal 
  
  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

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Goldenwest Credit Union canceled my autopay and sent me to collections because *they* canceled my payments. Repeated calls inquiring about it gave conflicting information, delaying getting the issue resolved even further. I just want to pay for my car but GWCU won't let me give them money.

  Business response

  11/30/2023

  We have tried reaching out to this member but he doesn't answer, and his voice mail is full. We will continue to try, but he can also reach out to our Contact Center at ###-###-####. 

  Thanks!

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on 10/12/2023 a few unprofessional emails occurred due to the ignorance and non responsiveness of the employees at the GoldenWest Credit Union About a year and a half ago I filed a charge with the burea against GWCU due to a few reasons 1. being that they blocked my online mobile deposit because they THOUGHT the check was fraudulent like why would you think that about one of your member is mind blowing however the result was that once the check cleared which it did i would be able to utilize mobile deposit again they STILL haven't opened up my mobile deposit and that was over a year ago, i repeatedly ask and I am repeatedly given a bogus reason why it's not open verify my address are you kidding me right now.Yesterday I advised them there was little cearsars charge which I reported right after I noticed it a few weeks ago (i cna't give you dates I will explain next paragraph) I was told they filed fraud on the charge and closed the card that was A LIE somethjing they are good at I went into the bank and spoke ot the teller who told me the card was still active I asked her to replace the cards then emailed the bank for a refund on that item that stupid ##**# told me to call the cops and file a report look that was a few weeks ago no one said that but her, so I told her I felt her and her level of stupidity. She took it way to the ilmit My account is now blocked from online services and from being able to view what they could potentially be doing. there is NOTHING in my contract with Goldenwest that states they have teh right lock me out of being to see my funds, what they are doign wiht them or anything else, this is pure harrassment which I am pursuing legal action as we speak on that aspect but this is unprofessional and unwarranted it's not my fault they are ****** sensitive, you shouldn't make repeated judment calls on someone because you feel entitiled they lied ot me told me they would ***** a carpayment didn't happen but they swear it did LIARS!!

  Business response

  10/27/2023

  We are currently working with the member on this complaint. 

  Customer response

  10/27/2023

   
  Complaint: 20734222
  
  I am rejecting this response because:

  at what point are they stopped in their illegal practices and not responding to complaint at what point do they get called out for illegally taking my online access which is clearly ***** in my contract as being a benefit of being their member.yet I sent an unprofessioanl email and I am locked out my account told it's a priviledge when it is "benefit" which means a right, but no where in my contract does it state that if I send an email with explitives they would take the action of locking me out of my account

   

  furthermore the individual behind this ********* has also labeled my account as fraud and I have had 2 agents tell me taht answer the phone my account is labeled fraud just so no one will be able talk to me and I am sent to her department this is NOT a fraud situation this is I called her a few names outside of her own and i stand by that, so she is playing God locking me out of my online account and further more she has labeled my account with a fraud warning and so no one can talk to me this is ludacrous something needs to be done.
  
  Sincerely,
  
  *****************************

  Business response

  11/02/2023

  We have spoken with our member ******** and resolved her complaints. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on 04/11 I logged into my account to find that I was -$71.00 overdrawn to which $66.00 it was there fees they want to charge $66.00 for 5.00 I called into customer service and the younger gentleman wanted to play word games with me I have previously complaned on the company due to blocking my mobile deposit feature for a LEGITIMATE check that cleared I was assured that the restriction due to potential fraud from my mobile deposit from my employer it cleared 6 months ago stil unable to do mobile deposit, I was told if i made 2 payments back to back on my vehicle and brought my cc account current they would defer a month worth of payment so I told him I paid 2 payments back to back which should have deferred Aprils payment but no they reduced the amount by $40.00 said they deferred the payment but because of missing a month in January ok hold up that doesn't matter we made the agreement if I made 2 payments they would defer a month for me I made a payment end of feb for Feb as discussed on the phone and I made a payment first week of March as discussed on the phone and now they are saying that I owe in April we made an agreement on the phone make 2 payments back to back 1 month deferred and I said good because after 2 payments back to back I would need a month to recoup now they renigged on that and I have a payment due on the18th of this month after making 2 back to back payments so they lied to me they knew what payments I missed they still made the agreement and it was 2 pymts miss a month damn the history they lie and wordplay I want the payment for april deffered as promised i lived up to my end they should live up to theirs I brought my credit card balance current paid in the bank an additional 27.00 2 weeks letter to log on to find they were saying I was behind and I owed ANOTHER payment I have to make 3 payments in 2 months and they reported me negatively to the bureau t I am being reported neg to bureau on my car pymt and cc STOP THE LIES TO THE BUREAU

  Business response

  04/17/2023

  We sent ******** an email on 3/15/2023 with detailed information regarding her account. We left her a telephone message on 4/13/23 with options for her to contact our Collections Department via email OR phone. She still has not responded as of 4/17/2023. We would be happy to have an in-depth conversation with ******** regarding any questions or concerns she may have if she wants to give us a call at ###-###-####.

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello I am the property owner along with my wife, and we discovered we need a new roof that costs 10K plus. I never really thought about this as the roof was an overlay put on 9 years ago through S&S roofing, but found out they did a subpar job. Now my wife and I have excellent credit and as a matter a fact we were going to trade in out travel trailer just a month or so ago, but backed out because of the games the dealership was playing. Now we bring in over $5K with no taxes taken, as I am a 100% disabled vet and we do have the 10K available but that would wipe out my savings, and I do not want to take from my retirement account. I just retired from ******** on 31 Dec 2022 and OPM has been in contact with me, and they received my packet like 2 weeks ago, so this could go another month before I get my packet from them. We applied for a Home equity loan as we have well over 200K in equity and was looking for 50K to 75K to have for home renovations in the future. The woman never disclosed me the specific requirements, and at the end she said I was 43% debt ratio, and then we received a notice of ******. She did tell me I could use my credit card, now that is really smart! I am not a punk kid with no credit, or no assets. I just sent an email to her to let her know we will eventually be moving our services and money to another financial institution when I get my retirement squared away with the government. I currently have the same request with ******** where the rep see's now problem with my request. I am done with GWCU, as the collateral is my home, and my past credit.

  Business response

  03/29/2023

  We contacted our member on March 29, 2023 to further explain what documentation would be acceptable to verify income in order to complete the loan application. We look forward to continuing to work with our member on this Home Equity Loan.

  Customer response

  03/29/2023

   
  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

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to use my card the other day it was declined, I called the customer service phone number I was immediately transferred I was met with te disgusting and rude person EVER. she first told me because I wasn't getting mail so I advised that that's a lie I had just received something in the mail then she stated my credit card hadn't been paid in months but I just deferred the payment last month she also stated while she kept overtalking me condescending me and being judgemental that I hadn't brought my account in 41 days she wouldn't allow me to talk she kept overtgalking me I told her that when my direct deposit of 468 landed on January 20tth that cleared up account she said like I said your acocunt hasn't been current in over 41 days I lost my s*** on her and hung up on her I called back as my luck would have it I got her AGAIN she basically called me a liar and she then looked at the account said no you didn't bring it current you still had a balance of 34 WTF rigth you guys have taken 800 of my money in 2 weeks and then cancel my cards and treat me like s*** I want d' December 27 I was 706. overdrawn brought it current with a balance of 313 to the positive jan 17th I was 502 overdrawn brought it ***** which 2 ***** charges were supposed to be removed bottom line is yes i get negative but I always bring it current yes I am negative now but guess what you chose to kill my cards, telling me I haven't brought it current in 41 days I have broughten that account current so many times in the last 5 months i don't who this witch is but she has a hard on for me and she's going to cause a lot of problems I want an apology from her I want my account rentated and I want to speak withsomene about my car payment. I will NOT Speak to that b**** again.

  Business response

  02/14/2023

  Our AVP over collections has contacted our member to discuss the concerns on her account and her frustrations in dealing with one of our employees. We now have a better understanding of her issues with us. Our AVP over collections explained how her account works, provided an apology, and refunded some of her fees as requested. We believe we have resolved our member's issues, but if she has any additional questions or concerns, she has the phone numbers to contact us. 

  Customer response

  02/18/2023

   
  Complaint: 19349119
  
  I am rejecting this response because: I made the agreed upon payments bringing the account current, (****** into checking 280 car payment and ***** on my **** bill) only 20 of the 55 I paid on my **** refelcts and all of a sudden I have 3 ***** fees on my credit card that i haven't used in over 6 months for being over the limit which I would be over the limit without their fees it was said I owed ***** as of Feb on my credit card. that is BS, if you take the total of ***** in fees that would bring my account under a thousand dollars and you add the ***** from yesterday I should be rough about 940 on my credit card however It states that I owe ***** which is what it said I owed a few days ago until they added another ***** apparently overnight for what who knows the ***** fee is assessed on my checking when I utilize money via debit card that I don't have in account. I want the fees removed from my credit card and the whole ***** applied ot my credit card. this is ludacrous I have never been charged ***** fees on my credit card before and I won't tolerate I won't pay it. furthermore I was told I was 2 months behind on my car payment that is a blatant lie I paid Jan car payment yesterday Feb car payment is due TODAY!!!!!!! so I am not 2 months behind I show a 0 balance due today see screnshot, so I was told in my discussion with collectons on this complaint last week to catch up my car payments and he would defer one that was a lie to get me to say this was resolved but it's not if the true intention was to defer car payment then why not Feb payment why would I have to wait and make 2 car payments when I have been paying on that car since Oct of 2021 I am so beside myself with the dishonesty, the customer service and the fees that just come out of the blue and I wnat to know what the h*** was done with my payment on my cc yesterday you don't owe **** one day then all of a sudden it is a **** because they add fees for what then you make a ***** payment and it goes down to **** which is exactl where I was before I made a pyament and before some ficticious charge came upon it. why is it not relecting the total ***** payment and why do they call is a partial payment with some code that is BS it was a payment I only owe ***** a month I made a payment the end of december so how in the h*** is this a partial payment that is over what I would it's not due for Feb yet? they make you believe they are doing you a favor but they are takin fees off one account and finding a way to add to another in order for this to be resoved I now want Feb car pyament deferred and Iwant all fees removed from my cc and an accurate account balance I know what that is I just want to see how deceptive the bank will be in delegating theirs I want my acct opened like I was promised I have a blanace of 7 in my acct I was deined a **** purchase because they did NOT reopen my account/and cards like I was lied to and told they would so no this is not an acceptrable resposne 
  Sincerely,
  
  *****************************

  Business response

  02/28/2023

  We have once again reached out to our member. The rejection of our original response brings different issues than the original complaint. Our AVP over collections has once again spoke with our member and attempted to explain the issues she is having on her account. We believe we have resolved her account issues, but if she has any further questions we have offered to have her contact us directly in resolving any future issues.  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are vary rude, they don't care and just makes excuses after excuses, I applied for a refinance they said my truck is worth 47K thats false its worth 57K, they also said i have too many inquires those was fraud and can't be disputed i tried they didn't care, I talked to 3 people they all was rude i asked for a manager they wouldn't transfer me they said they won't do that/. They don't care about customers all they care about is money and lying they will deny everyone since all they do is lie and make excuses I need the president or ceo office to call me ASAP

  Business response

  11/14/2022

  The credit union has valid reasons why this loan was denied and why we chose not to extend credit. The complainant did speak with our AVP over consumer lending without resolution. We know this complaint and our response will be listed on our company profile. We will not be engaging further with the consumer.
  

  Customer response

  11/14/2022

   
  Complaint: 18360947
  
  I am rejecting this response because: the manager was vary vary rude and didnt fare I need something done now this company only cares about money not customer s
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Goldenwest fraudulently signed me up for a service on their credit card. They have charged my account $15 for 4 years. Have called multiple times to have the charge cancelled and disputed. They refuse or say they will every time I call. It is still happening.

  Business response

  06/06/2022

  Our fraud department has made numerous attempts via e-mails and phone calls to assist our member in resolving this complaint, with no success. We would love the opportunity to work with our member in resolving the issue. Our member can reach out to our fraud department manager, *******************, at ************ for assistance.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had scheduled an online transfer from my primary share account at Goldenwest to my checking account at **** of America. I received a voicemail to contact Goldenwest to verify the transaction. I contacted Goldenwest by chat on the week of 1/23/2022. The chat agent named ******* confirmed that she verified the transfer and stated everything was good to go. Despite the confirmation from the chat agent, I received an email on 1/31/2022 stating that my transfer was cancelled. I requested to speak to a supervisor on 1/31/2022. I discussed the situation by phone with supervisor ******* at the virtual branch. I expressed my dissatisfaction that the chat agent ******* failed to correctly verify the transfer. I requested a copy of the chat transcript with ******* to provide to BBB (waiting for receipt by email). ******* stated he is unable to expedite the transfer.

  Business response

  02/01/2022

  We were helping him last night and found him a resolution this morning.
  
  Member was contacted 02/01/22 regarding this matter. Upon further conversation, member expressed the dissatisfaction with Goldenwest Credit Union procedure of call backs pertaining to verifying external account transfers. Additionally, he informed us there was a miscommunication with a CU rep and confirming the transfer. Member also acknowledged he did receive a voicemail from GWCU asking to verify the transfer but did not want to call back due to potential hold/wait times. We were able to work with this member and found the best resolution is to contact him, with SBM approval, via SMS for external transfers, considering a call back may be necessary. His account has also been notated with specific instructions on call backs and external transfers. Our member let us know towards the end of the call he is content with the excellent member service provided in resolving this issue and appreciates the follow up within a timely manner. I left him with my direct extension, name and branch so he would have a direct contact if anything is needed in the future.
  

  Customer response

  02/02/2022

   
  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.

  From: *********************** <*********************>
  Date: Tue, Feb 1, 2022 at 10:49 AM
  Subject: Complaint 16695260
  To: <************************************>
  

  
  
  Hello
  
  Please cancel this complaint since someone from Goldenwest was able to follow through.
  
  Thank you
  ***********************
  
  Sent from my iPhone
  
  Sincerely,
  
  ***********************

*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. ↩