Complaints

This profile includes complaints for Sound Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sound Credit Union

  1331 Broadway Tacoma, WA 98402-3410

  
• 

  Sound Credit Union

  18801 Alderwood Mall Pkwy Lynnwood, WA 98037-8006

  
• 

  Sound Credit Union

  15015 Main St Ste 104 Bellevue, WA 98007-5229

  
• 

  Sound Credit Union

  7717 Bridgeport Way W Lakewood, WA 98499-8379

  
• 

  Sound Credit Union

  1802 N Pearl St Tacoma, WA 98406-2443

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dispute letter

  

  Business Response

  Date: 03/04/2025

  Please see attached response to member detailing the history of the negative balance.  Thank you. 

• Initial Complaint

  Date:01/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** approved a suspicious and drastically overcharged, sketchy car loan for $76K for a vehicle MSRP price of $52K late Friday at 8:30 p.m ? Did not ask for permission or courtesy to speak to buyers at the night the loan was approved to confirm mutual agreement for such an overcharged loan amount and with respect of buyer disability on fixed income. In addition, approved the loan for $76K, disregarding the buyer's credit inquiries previously denied from 3 large local and nation wide credit lenders for the amount of only $61K on the same day, Just a few hours earlier when credit application was submitted by dealership requesting only $61K for the vehicle loan. The dealership purposefully kept us there long after working hours to be tired and unfocused to blindly sign a Sound Credit Union contract for $76K at 8:30 pm Friday, May 17th, 2024. After the dealership refunded more than 80% of the unlawfully overcharged amount of fees and warranties Sond Credit *********** refused to refund the customer and ************************ his account for all of the previous payments and interest charged for 7 months of payments while waiting on a court order for a refund. The bank acquired more than $20K in pure profit before the vehicle's actual sale price after taxes that should have been offered to the buyer by WA State law. I was denied a refund for my prior payments before the vehicle price. I have communicated with the bank and followed legal procedures to recover my losses after numerous complaints and a small claim against the dealership. We find out that Sound Credit Union was all alone behind the high-interest, overcharged, sketchy approved loan to make a profit from an easily targeted disabled veteran and hard-working Army civilian spouse in need of a vehicle for their growing family. By the way, they are all part of the community where SCU is the nearest bank we did not choose *** to be our bank, *** chose us for their benefit only. Is Sound Credit Union GOOD for the community?

  

  Business Response

  Date: 01/15/2025

  Please see attached written response attached which has already been mailed to the member.  In addition, attached is a closure letter from WA State Department of Credit Unions for the same complaint. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22755342
  
  I am rejecting this response because no actions or effort are made from SCU and DFI to work on a solution with the costumer. Refuses to acknowledge costumer experience and be fair and ethical to their community. Regardless of the open communication, respect and  honesty that have been part of our professional background we could not receive a the same level of communication from SCU or DFI. You can keep costumers money, but you can never get their respect and trust. You can only go so far when you only value to profit from hard working people and their families in your community. 

  As far as the fabricated letters that was not included in SCU response we all know that no proper investigation was conducted on behalf of ***. That is a public information now and it is their reputation as well as the institution regulating the Credit Unions. Two wrongs does not make it right. And you cant get wrong by being right. being right. The letters was touching but not a single piece of truth there regardless of how hard the writers are convincing them self's. 

  Now you have it what else could you possibly come back with you lost the respect, costumers trust, dont care about ethics, morals, community, and you have no dignity. I know I am right and what I am requesting is correct. I am not going to change my mind or statements no matter how many important fabricated letters *** will generate they will never be the truth. *** has been presenting false facts in every single email and letter I have received to the point that I dont think they care about it. They build their false reality from adding wrong information, skipping evidence, denying facts in their emails and letters. No hard feelings I respect you and wish you nothing but goodwill, great health and wellbeing to all. 

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My checking account used to pay my mortgage was hacked in December 2023, a few days before the mortage payment was due. I called *** to pay the mortgage with another account, and they told me I had to wait and let the scheduled payment fail before making a change. I did, and then immediately made the payment with a different account. *** charged me a $25 fee they said they would waive, but they have repeatedly told me there is nothing they can do about it, and also to just to chat with their AI bot if I have a problem with their decision. I was repeatedly told in January this fee would be waived.

  

  Business Response

  Date: 11/13/2024

  Hello,

  Attached is Sound's response to the complaint.  Please send confirmation of receipt.

  Thank you! 

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My financed 2013 ***** Accord, which was recently repossessed 8/30/2024 under questionable circumstances. Heres a brief overview of the situation: 1. Car Purchase and Payments: Ive made payments on the vehicle for the last several months, including insurance charges, with no detailed explanation from the credit union regarding what the insurance covered. called to file an insurance claim, but less than 24 hours later, the car was repossessed in the middle of the ***************** Confusion: I never received clear documentation about the scope of insurance, only that it covered damages to the car. When I inquired about it after filing the claim, the bank stated it was for accidents only, which contradicts the vague information provided to me.3.Repossession Incident: The car was hooked up and towed at 2 AM, and the tow truck driver expressed confusion over the state of the vehicle since the front end was partially disassembled. The timing of this repossession, right after I attempted to file a claim, feels suspicious. Additionally, the tow driver mentioned insurance wouldnt cover the damages, which hadnt been ********************* Burden: Ive put over $10,000 into the car for repairs and have already paid $17,000 on the vehicle. Despite this, I still owe $9,000, and the bank has been uncooperative in negotiating any reasonable solution. I had offered to sell the car for $3,500 and I pay off the remaining balance. Had a buyer lined up but they refused, pushing me into a loan modification that offers no clear benefit. Sound Credit Union has taken advantage of my hardships, locking me into financial quicksand. Forcing unreasonable insurance on a car that has a blown head gasket, with warped pistons. Every $1100 that was added increased the monthly payment up to $750. Trying to recover from job loss, moving and car repairs takes time. now my credit score is destroyed, my car is gone, cant get a new one and I cant even qualify for a place to live.

  

  Business Response

  Date: 10/15/2024

  Please see the attached response. Thank you. 

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22402403
  
  I am rejecting this response because:There is no resolution to this matter only partial statements and emails that set a false narrative.  It also only adds more debt onto me while Sound Credit Union takes no accountability f unethical practices that leave me in a quicksand of debt that I will never escape. Having to pay insurance on a car that has a blown head gasket makes no sense whatsoever.   I sent multiple emails with pictures to the insurance department of the cars engine. As stated on the certificate of insurance This coverage provides physical damage and other coverages that protect only the interest of the insured creditor.  
  The engine is a physical part of the car is it not? Without an engine the car cannot operate, and if the insurance is to protect the interest of the investor, then why is a blown engine not considered as physical damage?  
  I had spoke to several loss prevention members including the manager about the issues with the car. As well as my situation and reluctance to give up on the car. I put a lot of time and money into the vehicle, expressed frustrations that was disregarded even after paying over half of the loan off. 
  Sound Credit Union states that I only made one payment on June 21, 2024, which is false.  Payments were made on Jan, Feb, ****** **** June, and July.  On August 5th, 2024 I was issued insurance again adding $900 more to the loan and increasing monthly payments to $720. In July I had set up automatic payments twice a month for $260. If payments were getting caught up and more insurance issued then why order a repossession on the 8th of August, 2024? Why did the tow truck driver show up at 2:10am 3 days after my first inquiry about an insurance claim, less than 12 hours when I called and sent an email to **************?  When I called loss prevention was told the car was issued for repossession on the 8th of August, 2024. 
  When payments are made and insurance was sent, that was an indication in my perspective that I was keeping the car. Any form of communication after the 8th did not give notice about the vehicle being repossessed.
  On May 27, 2019, I finance a 2013 ***** accord sport with M.S.R.P. at $14,668.00 for $24,515.84. I have paid 
  $15,756 not including the $8,000 in repairs and new parts or the added on $1000 for insurance and fees.  Where is the reason here? Keep adding more debt, trash my credit, take my car then demand more money.  The only thing that is offered, a loan modification that may or may not happen. But hey I can buy the car back if I pay off the loan plus the extra fees before its auctioned off for less than half what I put into it.  First time Ive ever financed a car and thanks to Sound Credit Union and Rairdons ***** of ****** Ill never get to finance anything again
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/01/2024

  Hello,

  Attached is Sounds response to the member's rejection.  Please send confirmation of receipt.

  Thank you,

   

• Initial Complaint

  Date:09/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sound Credit Union is practicing unfair business practices. We opened our checking and savings account with them about 6 months ago, and have had nothing but problems. While transitioning our bills from our old bank account to this new one, Sound Credit Union found many creative ways to make our account fall into a deficit. I have been charged a $29 overdraft fee for an attempted $1 charge on the account. Another for a $5 charge. They didn't cover the charges (even though I opted for overdraft protection) and still charged me enormous fees. They process deposits AFTER withdraws and charge fees for EVERYTHING.We have a car loan through Sound Credit Union, and because of the banking institution change, a payment was missed (***'s fault, which they later admitted) and they wiped out our bank account. I had to go into the branch twice and spend HOURS on the phone to get my money back.I have been trying to close our account with them for weeks now. I can't speak to anyone, so Sound Credit Union just continues to add more fees onto our account even though our debit cards are turned off and I have emailed them demanding that they stop processing anything as we no longer authorize it. Every time I have had to call them, I'm unable to speak to anyone in customer service. I have never felt more taken advantage of in my life. There will be a class action lawsuit and I'll be the very first one to sign up.

  

  Business Response

  Date: 10/07/2024

  Please see the attached response. Thank you. 

• Initial Complaint

  Date:08/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with this company two years ago. It was closed before I was able to pay off the balance which was just over $200, so about a year ago, I started contacting the company in an attempt to get a phone number from them of who I could call to pay off the balance.I was given a response that did not include a completed Phone number. One of the digits was missing from the area code. Recently contacted them yet again in an attempt to get a complete phone number. I did not ask for any sensitive information. I did not ask for any changes to my account. I simply asked for a phone number so that I could get this corrected and hopefully taken off of my credit. Instead, I was given a blanketed response, saying that they could not give me any sensitive information pertaining to my account, nor could they make any changes to my account and that I would need to access my account (which has been closed for two years) and make a request inside of my account. HOW?!?! Which basically means they did not read my email at all and just gave me a blanket response. I do not think it is ethical for a company to say you owe money and then refuse to provide you anyways to pay it back. This company never contacted me to pay this off, so I haven't been provided with any way to pay this back and any attempts that I have made in order to do that have been completely ignored. This is preventing me from getting a bank account. I very much would like to take care of this and this company just simply refuses to do anything. So they either need to forgive the amount, or allow me a way to pay it back.

  

  Business Response

  Date: 08/15/2024

  ********* sorry you have experienced the obstacles you've shared when trying to obtain the number to the agency that can assist you with clearing the amount owed. You can call MCA at ************ they will be able to assist and if not, please give me a call at ********************** and I can connect you with our *************** team. 

  Kind regards, 

  *****************************

• Initial Complaint

  Date:07/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We became a customer of the bank because we had an auto loan. They utilize predatory practices at every turn. They take money out of my checking and freeze our cards before discussing anything with us. We have set up auto pay for our loan 4 times. They never pull the money out for the autopay - causing us fees. Today they withdrew all of the money on our bank account by accident.

  

  Business Response

  Date: 07/25/2024

  Thank you for sharing your concerns with us regarding your experience with Sound Credit Union. We
  understand the frustration you have experienced and appreciate the opportunity to address your
  feedback.

  
  As you are a signer on the checking account but not on the loan, we are limited in discussing matters
  related to the loan with you. However, we can address concerns regarding the checking account.
  Upon reviewing the notes from your recent interactions with us, we can confirm that on July 19, 2024,
  an auto transfer from the checking account to the loan payment was reversed as per your request.
  Additionally, four NSF fees were refunded on July 22, 2024.

  
  Regarding the loan payments, we would be more than willing to further discuss the specifics with the
  borrower involved. We kindly ask that the individual in question reach out to us directly so we can
  address any outstanding concerns.

  
  Please rest assured that we take your feedback seriously and are dedicated to finding a resolution that
  aligns with your needs and expectations.

  
  Should you have any further inquiries regarding this matter, please do not hesitate to contact me
  directly at ************ or via email at *************************************.

  
  Respectfully,
  ***************************
  Loss Management Manager

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a fee for an undelivered mail document. Supposedly they didnt have my address updated but I updated it when I moved. I have proof via email.

  

  Business Response

  Date: 07/09/2024

  Dear Milana, 

  We do see that the credit union received return mail due to a bad address and your account was assessed a fee. However, if contacted this is a fee we typically would waive for a member once they update their mailing address on record. In this case you have chosen to contact us via the BBB vs. directly to have your request reviewed. We will be reversing this fee and sending you a check in the mail, please feel free to contact us directly should you have any further questions. 

  Kind Regards, 

  Operations Support

  Customer Answer

  Date: 07/09/2024

   
  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

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an ** loan through Sound Community Credt Union (aka Sound Credit Union). For the first few months, I had the ** insured through Geico, then I switched to ************************** AmFam has repeatedly sent proof of insurance to Sound, I have spoken with the Sound loan folks in ***********, ** two times once while conferencing in the AmFam folks and being assured by the Sound representative that they now have my insurance information and it is officially being accepted and Sound is STILL charging me for additional insurance. Not only do I have adequate insurance for my **, I am literally OVER insured, far beyond their requirements. I have no idea how to fix this issue, and I need help. No matter how many times I provide proof of insurance, these folks continue to say I havent. No matter how many times I call and verbally give them the info, the additional charges are not being removed. Please help.

  

  Business Response

  Date: 06/14/2024

  Please see the attached response. Thank you.

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used vehicle from *********** in ********, ** with the intention of paying it off in 2 weeks with money surrendered from our retirement savings account. *************** had me fill out loan paper work in order to be able to take the vehicle home that day. I specifically asked if there would be a prepayment penalty as I was only waiting for our retirement account withdrawal payment to clear our bank and was told No, there would be no prepayment penalty. I print off a copy of the "payment/payoff" paperwork then go online to make sure of how to pay off the loan (First payment not due till March 20th 2024) This is on the morning of February 23rd 2024. I am first upset to see that there is an extra charge to pay ff the loan, I accept that they deserve something for their time invested, but then during the call they inform me they want another $35.50 in fees. We stop at our bank and get a certified check made out to Sound Credit. When I go into the bank to pay off the loan ( it is still February 23rd) and ask why they have tacked on an extra $35.50 charge the teller gets very hostile. Then through a misunderstanding the check is .10 cents low and I do not have any change. At this point the teller threatens me with additional fees if I do not have the .10 cents. Thankfully my wife found 2 ******* in her purse. I feel that I am owed, at minimum the $35.50 fee if not the whole added expense of $84.87 and an apology from the bank for being treated so rudely.

  

  Business Response

  Date: 02/29/2024

  Hello ********************, 

  I would like to address the concerns you've raised regarding the payoff details of your loan. After thoroughly reviewing the information you provided and considering the specifics outlined in the loan agreement, we can confirm the accuracy of the payoff amount.
  
  To elaborate, your loan, initiated on February 4, 2024, is subject to a daily interest per diem, calculated at the rate of 8.64%. The 19-day interest accrual, amounting to $49.47, was factored into your payoff amount. Additionally, a title transfer fee of $35.50, imposed by the ********** of ***** Vehicles for lien removal, was applied, bringing the total charges to $84.97. These details are explicitly stipulated in your loan contract for your reference.
  
  We sincerely apologize for any confusion you may have encountered during this process, and we value the feedback you've shared. Our commitment is to ensure an excellent service experience for all our members, and we appreciate your understanding.
  
  If you have any further questions or require additional clarification, please do not hesitate to reach out. Thank you for your understanding.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21356422
  
  I am rejecting this response because:

  I understand the statements made by Sound Credit Union, but still disagree with the decision because of  fact that I was given a Payoff, in writing, of $11,049.47. There was no way for me to know that it did not include interest and lien release. It only stated PAYOFF AMOUNT. i see they stated that Sound credit did say I was confused but never addressed the fact that I was treated very rudely and even threatened over ten cents. Is this the standard procedure for all "confused"  customers? As far as being confused, this started with the fact that I was given a written payoff amount from Sound credit that was not itemized, therefore why wouldn't any reasonable person not believe that, payoff meant "paid off" I stand by my statements that the error is on them "in writing". If it matters had I been treated with respect and not threatened over "Ten Cents" I don't believe I would have filed this complaint. Instead of calmly explaining what had happened with the false payoff letter I was told " This the amount owed and if you don't have the last .10 cents then we will bill you for additional interest and withhold the title until its paid in full. I can't believe this is really standard treatment for all customers?

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

  

  Business Response

  Date: 03/04/2024

  ******************** I appreciate you being open to understanding the explanation provided regarding the vehicle payoff. I certainly understand the interaction based on your account could have been handled better and we are looking into the internal process to ensure future interactions are met with professionalism,  clarity and accuracy. We do apologize for your recent experience and thank you for sharing which will allow us to evaluate further. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21356422
  
  I am rejecting this response because:

  Sound credit union has declared that they will evaluate further before making a determination. I look forward to a mutual agreement and then closing this complaint.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/06/2024

  Actually both,

  First: 5 star **** assured me there would be no prepayment penalty.

   Second: Sound Credit Union by providing a written payoff amount that was $35.50 less than the what they actually would accept to release title,

  I am only asking for the amount, in which I was charged, that is over the written payoff amount. The written payoff letter is included in the original complaint.

  Thank you

  ***************************

  

  Business Response

  Date: 03/07/2024

  Dear ********************, Based on your Home Banking Loan payoff not indicating there is a title transfer fee due in the amount of $35.50, we will be refunding you in this amount. We will be mailing you this amount in the coming days. Thank you for bringing this to our attention. 

  Kind Regards, 

  Customer Answer

  Date: 03/08/2024

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