Complaints

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

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  Columbia Credit Union

  200 NE Park Plaza Dr Vancouver, WA 98684-5800

  
• 

  Columbia Credit Union

  950 SE 10th Ave Portland, OR 97214

  
• 

  Columbia Credit Union

  PO Box 324 Vancouver, WA 98666

  

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:03/12/2025

  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.

  In August 2024, I had prepaid for tickets and a consumption credit towards my service out of the country. In that said country at the end of the night when the bill came, the consumption credit I had pre-paid for was never accredited or went towards the bill for the night. I did explain this to the vendor to which they responded negatively and basically were like pay the bill or theyll call the cops so we paid the surcharge bill of over 1000+ dollars. As soon as I got back to the **, I reached out to my bank and let them know that the services I had prepaid for were never credited towards the bill. During My time in the other country, I got to know this is a common scam.I provided the bank with all the information, including the proof for the prepaid consumption credit and the bill.I ended up paying that night, showing that the consumption credit was never put towards the final bill.I provided all of the proof and information.I tried reaching out to the original vendor in said country to which I got no response so I thought my bank could help me.They closed my case I called to reopen it, I guess someone had reached out to me in November through a phone call,and thats it. No other attempts were made no emails no further phone calls no other attempts but ONE phone call that was missed . so they closed the case and now since its been over 90 days, they refuse to give me my money back.The original transaction was made in the state of **********. Which in ********** when a supplier deliberately deceives for financial gain it constitutes as fraud.And the banks suggestion is to reach out to the vendor? dont you think I tried that.Imagine youre a loyal customer to a bank and never forgot to make a credit card payment never late on your car payments and they tell you that they cant do anything.$400 gone and they cant do anything.Oh and their customer service line is telling me what does and what doesnt constitute as ******** Columbia bank stealing money isnt fraud.

  Business Response

  Date: 03/21/2025

  See attached.

• Initial Complaint

  Date:12/17/2024

  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.

  This banking establishment is praying on people and offers zero transparency. They have overcharged me for insurance premiums and charged insane fees, denied me access to my online account, made it difficult to make payments, and then added more fees. Removing the option for me to make online payments is discrimination and ableist behavior. They do not give access to see balances or fees charged. I want all fees and interest on those fees removed/credited to the balance, including the balance of the insurance that was not refunded, which is an additional 35% of the coverage balance.

  Business Response

  Date: 12/24/2024

  Response attached

• Initial Complaint

  Date:10/21/2024

  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.

  In June, 2024, Columbia Credit Union was running a promotion for new accounts. The promotion page stated:Get a $300 checking bonus!Open your first Columbia Credit Union Income Checking account: by June 30, 2024, and complete the three qualifications below each month to earn 5.50% APY: Complete 15 purchases using your Columbia CU debit or credit card Have direct deposit of at least $500 Be enrolled in e-Statements After earning your Rewards Rate twice by August 31, 2024, we'll deposit an extra $300 into your Income Checking account.Because of the wording each month, it was interpreted that if my Direct deposit of $500 or more was made each month, and if I made ****************************************************** e-statements, that I would qualify for the $300 bonus. According to what the originally had on the promotion page, I qualified. After speaking with them, they have denied my bonus stating that I did not qualify. Apparently they require the deposit to be made between the 26th of one month and the 25th of the next month. My deposit was made on the 30th or sooner of each month, so I should have qualified based on the promotional wording of each month. If they intended it to be on each statement cycle, which is presumably from the 26th previous to the 25th current, then that shouldve been stated in the original promotion page wording.Additionally, they were also running a $100 referral bonus for a direct deposit of $500 or more, which I qualified for, but of course they are denying me that promotion as well. I received an email confirmation that I was enrolled to receive the $100 referral bonus, but now they are saying they cannot confirm that either.Sounds like they either have a really poor tracking system or they are just baiting for new members. In either case, its very poor business practice.

  Business Response

  Date: 10/29/2024

  Good morning,

   

  Thank you for the opportunity to respond to this concern.  We appreciate the chance to review our product and membership promotion criteria and the communication we provide from our membership's perspective.  Attached is our details response to Mr. ******** complaint.

   

  Thank you again,

  ******* Friend

• Initial Complaint

  Date:01/29/2024

  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 referred to Columbia Credit Union via a ******** car dealership who submitted my auto loan application to them. I was told they would call me to go over the loan and finalize info. Great. I get a phone call one evening and talked to *********** Lending Specialist *************************, NMLS ID # ******. She was nice at first, professional, then started harassing me about 'past late payments reported by ****************' - for a loan I PAID OFF EARLY with a $5k payment. I was taken aback at being grilled over my payment history for a loan that was paid in full, early, and a bit confused why this person was seemingly intentionally trying to upset me. The late payments were PAID, s*** happens. Like most Americans, I deal with financial stress and am not someone who likes to be harassed. And it wasn't just a one time comment, she got more aggressive, even though I answered her nicely, etc. I clearly was getting upset, and she seemed to enjoy it, like it was her job to harass consumers applying for a loan. I shared some of my financial woe - a Fico 8 score that changed from 702 to 620 in 3 weeks during the time I was searching for a vehicle - with no new issues/late payment etc. The conversation was never not civil or unfriendly, I was just responding to being grilled about the late payments etc. over and over. MY COMPLAINT is due to the next step. ***** texted the finance person at the car dealership I had/have a great relationship and made up FALSE allegations that she was mistreated, that I used the *** word (personally, I love that word and did, clearly causually expressing frustration at the stress she was putting me through, NEVER anything to her directly and I NEVER would be rude/abusive to anyone for no reason).This is DEFAMATION. She has the right to make notes in a file, not offer the loan etc. but to bash me to a professional I was working with is abusive, innappropriate and I would think illegal. Consumers have rights. I was/am extremely upset.

  Business Response

  Date: 02/12/2024

  Dear *****************************,
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you may have experienced.
  As a result of your feedback we have reviewed details of the incident including listening to your recorded conversation and speaking with individuals involved. We have concluded no defamation occurred. We do apologize that you felt harassed when asked questions about your credit history. I can assure you, the questions you were asked are standard and were not intended to upset you. We have communicated with the employee involved and provided guidance to prevent similar situations like yours from occurring in the future. 
  Thank you for considering Columbia Credit Union for your financing needs. I am available for you if you have further questions or concerns.   
  Sincerely,
  *****************, SVP                                                                                                                                                                            
  Chief Credit & Lending Officer  

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

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

  Customer Answer

  Date: 02/15/2024

   
  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. The actions were inappropriate and hopefully will not occur in the future. That the loan person had to deal with this complaint is sufficient response/action for me. I have zero more time to waste on this ********. Thank you for your assistance. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/04/2023

  Type:Customer Service 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.

  The credit union recently updated their terms and conditions and membership agreement to add in a class action waiver, which reading online more information it basically is implemented to help the company and prevent the members from holding the business accountable for any wrongdoings. After speaking with other members this new term and opt out was missed so if I hadnt of mentioned it they wouldnt have been aware or opted out. no employee that I have spoken with were aware of this, know what it means or can provide any information. One employee argued with me about it. his lack of knowledge and lack of their core values was deeply concerning to me especially given what has been transpiring lately in the financial industry.

  Business Response

  Date: 06/05/2023

  Our *** CRO has spoken with you regarding your concerns, and we believe the issue has been resolved. We listened to your feedback. And we explained the recent changes in our terms and conditions. We also briefly discussed Columbias financial position namely, Columbia Credit Union is financially sound with a capital ratio of 11% - well above the NCUAs well capitalized ratio of 7%. The *** CRO also provided her direct office number should you have any additional questions or concerns.

  Customer Answer

  Date: 06/05/2023

   
  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

  Date:01/03/2023

  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.

  Columbia credit union refused to complete a service. Service representative would not answer emails and voided my credit card dispute because she said that I didn't sign the document even though I did. Caused me severe mental stress. Lied about not getting my messages 9r documents. I have autism and believe I was discriminated against for heing naive.

  Business Response

  Date: 01/09/2023

  I understand youve spoken with our VP ******* Services regarding your concerns and it has been resolved.  She provided her contact information should have you any additional questions or concerns.
  Thank you,
  *******
  EVP/COO 

  Columbia Credit Union

• Initial Complaint

  Date:11/20/2022

  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.

  My husband is in the military and back in May we were medically evacuated from his duty station in ***** due to my 2 year old daughters health issues. We were given a rental car & then informed by the military that we had 48 hours to purchase a vehicle of our own. We purchased one from a dealership nearby. The dealership told us the vehicle was going to be a total of $28000 after taxes and what not and they lied to us. Due to the dealership closing & us having to get the rental car back.. the car salesman proceeded to tell us that the vehicles price was $28000 and showed my husband where to sign. We leased the vehicle for what we thought was going to be $13000. We put down $15000 at the dealership & the $13000 was what was left over. This purchase was made in may of 2022. Fast forward, my husband and I went to the local carmax to get a new vehicle today (11/20) that actually accommodates our family. The salesman let us know that we were financing our original vehicle for much more than we thought we signed up for. Since the kids were all over the place when my husband signed for the car in may, I was outside with ******** wasnt inside when he went back to sign paperwork.. so my name isnt on it. I figured even if I called customer service at the ********************************************* to get into the account they would want to talk to him directly & not me. He always gets off work after customer service places close so that wasnt even an option. Since the payment was coming out of the bank every month we just let go of trying to get into the account to see what was going on. The credit union only allowed us to log on with our log on info through a link they would send through email every month. They could take our money every month with the log in info but If I ever tried to log on using that same information on their main website, it would tell me that the log in info wasnt associated with any account. I could log on and pay them through a link but could never log on and see any info

  Business Response

  Date: 11/28/2022

  We have attempted to contacted the ******** through email and phone with no response. We are happy to work with you on your concerns if you will return our calls. We need to talk to our member to get online banking set up. This is different than the login you are currently using to make your payments.

  Columbia Credit Union

• Initial Complaint

  Date:11/08/2022

  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.

  When I got my Tesla back in June, I signed up with ********************* **************** I signed up for the basic package. It didn't include "Comprehensive Coverage." At the time of purchase, I gave the credit union my insurance information as per their requirement. They looked at my plan number, plan details and said it is ok and processed the loan. Bear in mind, this was back in ***** Now here we are 5 months later and my Credit Union is telling me that because I didn't have "Comprehensive Coverage" they selected their own plan which is an astronomical 7780/year. I signed up for the "Comprehensive Coverage" with *************** today, but they cannot backdate the coverage to ***** So the Credit union is telling me that they will prorate the yearly charge of insurance for 5 months. So now I owe the credit union an additional **** for 5 months of insurance I never needed in the first place. My question is: 1) is it legal for the credit union to randomly assign any insurance company of their choice and that too without informing me? 2) can they back date an insurance plan they purchased in October to go back all the way to ***** When I asked **************** back dating insurance constitutes insurance fraud.3) $7,780/year? What kind of insurance is this? Seems like they are racketeering their own plan to upcharge me. Is this even legal? 4) Can I *** the credit union for these charges, they are unwilling to adjust or dispute them Can you please help me. I feel I am being penalized for this Credit Unions ever changing rules, being baited by their insurance fraud scheme and being forced to pay what ever arbitrary amount they come up with.

  Business Response

  Date: 11/18/2022

  My understanding is you worked with ***************** our AVP Lending Solutions and your concerns have been resolved. 

  Columbia Credit Union

• Initial Complaint

  Date:09/05/2022

  Type:Delivery 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.

  Refinanced an auto loan from Columbia Credit Union, to my bank USAA. USAA sent the payoff check (tracking number ER042075234US) to which CCU claimed they never received, after the tracking number verified its arrival. Due do them losing the payoff check, our payments were recorded as late and are now reflecting on our credit score. We ended up having to send another check from USAA and paying 190$ for missed payments.

  Business Response

  Date: 09/12/2022

  Columbia Credit Union has reviewed your complaint. We can only legally report our payment history experience with borrowers. We can not change payment history based on a lost check from another institution without proof of receipt. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17920371
  
  I am rejecting this response because: I believe the tracking number showing arrival is proof of receipt.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/07/2022

  We have attempted to contact ************** multiple times with no response. We have not received the tracking information referenced, but would be happy to look into it if provided.

  Columbia Credit Union

• Initial Complaint

  Date:08/25/2022

  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.

  Car loan company charged 900 dollars in forced insurance coverage for only 3 months because my insurance forgot to change from my trade in to the new car. This amount is more that reasonable and customary for 3 months. Its more than my car payment. I asked for a copy of the charges and interest accrued on the amount and the refused to turn over the paperwork. I made my august car payment in person and set up a payment plan for the back balance. They instead applied my entire payment to the back balance and now claim Im late again this month. I want the paperwork I requested and I want my original payment arrangement honored and reported to the credit bureau correctly.

  Business Response

  Date: 08/31/2022

  Columbia Credit Union is in receipt of complaint ID ********, submitted by ********************* through the Better Business Bureau.
  Per our loan agreements, Columbia Credit Union requires members to provide collateral insurance from an insurer that is authorized to do business, and maintain insurance providing coverage for all risks of sudden and accidental loss until the loan is paid in full. Upon review of the claim,we have confirmed that the member failed to provide written proof of the required coverage for the specific months in which the ******************************* (***) was enforced, despite numerous attempts made by a third-party vendor to obtain the required documentation.
  A letter reflecting the new monthly payment, to include the *** premium payment amount was mailed to the member on May 10, 2022. No loan payments were received by Columbia Credit Union for the months of June and July. The member submitted a payment on August 25, 2022, such payment was applied to the first month in which the loan was considered delinquent.
  Columbia Credit Union has attempted to provide the member with options to solve this matter, including possibly issuing a refund to cover the cost of the *** policy after receiving and validating the required proof of insurance coverage for the lapse of time in question; regretfully, such attempts have been unsuccessful.
  The member has been made aware of the current status of the loan. Should you have any further questions you can contact ***********************, VP Lending Operations, at *********************.

  Customer Answer

  Date: 09/04/2022

   
  Complaint: 17770379
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  This is inaccurate. I was never offered a refund on the **** I was told I was not getting a refund and when I asked for documentation of the amount of the *** I was told no. I provided insurance proof multiple times and have emails and an insurance agent to corroborate this. I gave them proof in May and again in June when they claimed to not have received it. I came into the Mill Plain branch on August 13th and met with *** to make August payment early and make arrangements for the remaining amount. My car payment is normally 233 a month and *** said it would be 307 until the back balance for the missed payment of June and July were paid off. He left a voicemail saying so. I received a letter a week later saying I missed my august payment so I went in it see *** again. He denied making payment arrangements with me but confirmed my payment but said he applied it to June instead of august and asked me to talk to a woman on the phone. I asked her to send me proof of the new payment arrangements she said she would but then I asked her to send me documentation on the original loan amount the the amount of the *** and she said she would not. I immediately filed a complaint with BBB. I want my paperwork and my refund. 
  

   

  Business Response

  Date: 09/16/2022

  Since receiving this message we have again attempted to contact ********************* multiple times unsuccessfully. As stated in our prior message, ***********************, our VP Lending Operations, is happy to talk to you to discuss your complaint and provide copies of documents if needed. You can contact her directly at *********************.