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In Northeast California

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Golden 1 Credit Union meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Golden 1 Credit Union include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 39 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

39 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 15
Delivery Issues 1
Guarantee/Warranty Issues 2
Problems with Product/Service 20
Total Closed Complaints 39

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Golden 1 Credit Union
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: January 19, 1990 Business started: 06/01/1933 Business started locally: 06/01/1933 Business incorporated: 07/21/1933 in CA
Type of Entity

Corporation

Business Management
Mr. Scott Ingram, Sr. Vice President - Marketing Ms. Donna Bland, President Mr. Bobby Haeussler, Member Experience Advocate Ms. Peggi Wood, Strategic Development Manager
Contact Information
Principal: Mr. Scott Ingram, Sr. Vice President - Marketing
Business Category

Credit Unions

Alternate Business Names
Golden One Credit Union
Products & Services

Golden 1 Credit Union is a full-service credit union.


Additional Locations

  • 1040 E Cypress Ave Ste A

    Redding, CA 96002

  • 1108 O St.

    Sacramento, CA 95814

  • 1109 L St

    Sacramento, CA 95814

  • 11099 Olson Dr Ste 3

    Rancho Cordova, CA 95670

  • 1117 E Bidwell St

    Folsom, CA 95630

  • 1282 Stabler Ln Ste 640

    Yuba City, CA 95993

  • 1301 Exposition Blvd

    Sacramento, CA 95815

  • 1326 Broadway

    Sacramento, CA 95818

  • 1330 Florin Rd

    Sacramento, CA 95831

  • 1701 Santa Clara Dr Ste 120

    Roseville, CA 95661

  • 2248 Grass Valley Hwy

    Auburn, CA 95603

  • 2360 Stockton Blvd.

    Sacramento, CA 95817

  • 239 W 2nd St Ste 1

    Chico, CA 95928

  • 2415 1st Ave Fl 3

    Sacramento, CA 95818

  • 2550 W El Camino

    Sacramento, CA 95833

  • 2942 Main St

    Susanville, CA 96130

  • 383 W Main St.

    Woodland, CA 95695

  • 3966 Missouri Flat Rd Ste O

    Placerville, CA 95667

  • 4005 Manzanita Ave Ste 60

    Carmichael, CA 95608

  • 4011 Woodcreek Oaks Blvd Ste 120

    Roseville, CA 95747

  • 415 Highway 65 Ste B

    Lincoln, CA 95648

  • 4311 Town Center Blvd.

    El Dorado Hills, CA 95762

  • 4321 Morada Lane

    Stockton, CA 95212

  • 4420 Florin Rd

    Sacramento, CA 95823

  • 4619 Mack Rd

    Sacramento, CA 95823

  • 5050 Laguna Blvd Ste 116

    Elk Grove, CA 95758

  • 508 2nd St Ste 101

    Davis, CA 95616

  • 5337 Elkhorn Blvd

    Sacramento, CA 95842

  • 560 J St Ste 1089

    Sacramento, CA 95814

  • 5901 Sunrise Blvd

    Citrus Heights, CA 95610

  • 6839 Five Star Blvd Ste D

    Rocklin, CA 95677

  • 7465 Rush River Dr.

    Sacramento, CA 95831

  • 7770 College Town Dr

    Sacramento, CA 95826

  • 790 J St

    Lincoln, CA 95648

  • 8405 Elk Grove-florin Ste 40

    Elk Grove, CA 95624

  • 8469 Elk Grove Blvd.

    Elk Grove, CA 95758

  • 8945 Cal Center Dr

    Sacramento, CA 95826 (916) 732-2803

  • 941 W March Lane

    Stockton, CA 95207

  • 9645 Butterfield Way room 1904

    Sacramento, CA 95827

  • PO Box 15966

    Sacramento, CA 95852

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Additional Phone Numbers

  • (209) 478-9397(Phone)
  • (800) 448-8181(Phone)
  • (877) 465-3361(Phone)
  • (916) 732-2803(Phone)
  • (209) 472-0368 (Fax)
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Additional Email Addresses

  • - eQuote
  • - Communication/Mass Email
  • - eQuote
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Complaint Detail(s)

6/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Had just log in to my online account with golden1 and checking my accounts when i noticed that a withdrawal for $224.00 was taken from my account. Of course, I thought my account was hacked into and I got into a panic. Tried to click on the withdrawal date and nothing. It was like they were trying to hide where the money went to. So i called the next day and found out that my godlen1 **** card and taken the money out because i was late. when i spoke with a representative, I was told that they have the right to go into my account and take the payment because they said (according to their computer) they called my house, left a message on 5-20-2014 and because I didn't respond back within a few hours, they had the right to take the money from my account and it was legal. That when I opened my accounts and **** card with them, I signed an agreement to this fact. I have been with golden1 for more then 25 years and never late on a payment of any kind to them. I was also told that by going into the bank and dealing with a teller was the wrong thing to do. Tellers don't always post what a customer says. By the way, that was the reason I was checking my account. To make last months payment and then in two weeks may payment and then two weeks later the june payment. At this point, I feel that I have been robbed by Golden1 and they are telling me, I can't do anything about it. Right now I need an answer to "Why can a bank just go into someone account and take what they want"?. A two hour phone call ( I got no notices saying I had until this date to pay) doesn't mean they should have access to my or anyone else account.

Desired Settlement: I need for them to at least notify me when they are going to take money out of my account should I miss a payment again and not one call two hours before they took the money. They should have to notify me in writing and wait just like every other collection company. There shouldn't be different rules because I belong to a credit union.

Business Response: June 6th, 2014 ****** ********** *** *** *** ***** ** ***** Re: Complaint Dear ****** **********, I am in receipt of the complaint you filed through the Better Business Bureau on May 23, 2014 regarding your account. I have confirmed the account was past due and billing for a payment in the amount of $224.00, which was due April 22nd, 2014. Your last statement issued on April 25th, 2014 would have indicated that the account was in a past due status. It is our practice to attempt contact with you prior to debiting your account to resolve the past due status and to preserve your existing credit rating. On May 20th, your account reflected 24 days past due and we were unsuccessful at our attempt to reach you, therefore to bring your account current, the Credit Union applied the payment for you from funds available in your checking account. Your account agreement authorizes the Credit Union to “without further notice, apply any and all shares, payment, dividends and deposits to the payment of each obligation if I/we should default”. If you have any further questions in regards to this matter, please feel free to contact me directly at the number listed below. Sincerely, ******* ****** Collections Manager Golden 1 Credit Union ************ or ************ *****

Business Response: June 6th, 2014 ****** ********** *** *** *** ***** ** ***** Re: Complaint Dear ****** **********, I am in receipt of the complaint you filed through the Better Business Bureau on May 23, 2014 regarding your account. I have confirmed the account was past due and billing for a payment in the amount of $224.00, which was due April 22nd, 2014. Your last statement issued on April 25th, 2014 would have indicated that the account was in a past due status. It is our practice to attempt contact with you prior to debiting your account to resolve the past due status and to preserve your existing credit rating. On May 20th, your account reflected 24 days past due and we were unsuccessful at our attempt to reach you, therefore to bring your account current, the Credit Union applied the payment for you from funds available in your checking account. Your account agreement authorizes the Credit Union to “without further notice, apply any and all shares, payment, dividends and deposits to the payment of each obligation if I/we should default”. If you have any further questions in regards to this matter, please feel free to contact me directly at the number listed below. Sincerely, ******* ****** Collections Manager Golden 1 Credit Union ************ or ************ *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband & I are in the market to purchase a new home for 1st time. I found out January 20th, by reviewing my credit report, that I had a 30-day late pmt to my Golden1 credit card that same month. I was NOT made aware of this by ANY means prior to my seeing my credit report, and it has impacted my credit score immensely. I have made a pmt to my Golden1 cc EVERY month, & in fact made several pmts on some months when I had enough income to do so, & therefore had no idea of any late pmt. I log into my online banking acct every month, and nothing indicates I have anything past due, or any kind of payment needs to be made. There is even a message center on my online banking account that contains NO messages. Plainly and simply, Golden1 made NO attempt to make me aware an issue even existed before reporting a late payment to the credit bureau which has thus resulted in not being able to qualify for a mortgage. I have an 18-page credit report with accounts in good standing, and never once have I made a late payment to any of my credit cards or loans. This Golden1 credit card is the ONLY account affecting my credit score because of its recency, and IT COULD HAVE BEEN RESOLVED IMMEDIATELY HAD I BEEN MADE AWARE OF THE ISSUE! On top of that, I've been getting the run around with Golden1 agents I've been speaking with for the past several months. Apparently, they have all been giving me false information. I even went into a branch to speak with someone, and the agent there, ***** ********, was unapologetic and made me feel like I was in the wrong. I finally spoke with a supervisor named **** on the 800-line today, and she explained the issue started in November with a payment where I had underpaid, and therefore the balance rolled over into January. She admitted that everyone else had given me false information, but she couldn't do anything about it. 

Desired Settlement:  I want the late payment to be removed from the credit reporting and if there's no way that can be done, I want a letter from Golden1 to my loan officer indicating that I have been a responsible credit card holder for the past 10+ years that I have been a loyal customer of Golden1, that I have never made a late payment until now, and the issue could have been resolved had I been properly informed.

Business Response:

I am responding to your concerns addressed to the Better Business Bureau of NE California regarding your Golden 1 Visa account. After reviewing your case, I have been asked to further research your concerns.

 

I apologize for the frustration you encountered when attempting to obtain information and resolve the late payment reflected on your credit bureau report. It appears the Golden 1 representatives were responding to you based on the information they could collect from your monthly statements. In further review performed by the Supervisor it appears on your statements closing 12/25/13 and 1/25/14 the past due amount is located in two areas. First in the section labeled Payment Information and second in the section labeled Summery of Account Information, in addition a message regarding the past due amount and the possibility of the late payment being reported to the credit bureaus is in the section labeled Important Information. It is important to review your monthly statement as not all information may be available in an online view.

 

Please be advised we have reversed all fees associated with this situation and corrected your credit report.

 

We do value your relationship of the past 13 years and hope that we can restore you faith in our organization with this clarification.

 

Ms. ******, we recognize that you have many choices when it comes to financial services and we appreciate your decision to place your business and trust with Golden 1.

 

If you have any questions regarding this letter, please contact our Member Service Contact Center at ###-###-#### or 1-877-GOLDEN1 (###-###-####).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: An automated payment scheduled for 12/1/13. Golden1 withdrew the funds from my account on 11/31. As of today, 3/6/14, those funds have still not made it to the payee. The payee did receive a check which bounced. It appears that Golden1 is using a third party for online bill pay, but months of troubleshooting have had no impact. The payee still doesn't have their money and neither do I.

Desired Settlement: I want the payee to receive the payment!I also want Golden 1 to pay interest for the funds that were never issued from 11/1 until the funds are deposited into the account of the payee.

Business Response:

We just received a call from CheckFree, our third party bill payment service provider.  The Administrator,**** from the preschool contacted them this afternoon and advised that her financial institution had given her credit and we could close the case.  I left a message for Mr. ****** advising him of this as well.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: According to my Transunion Credit report Golden One is still reporting a car loan which was supposed to be paid off by the insurance after the car was totaled in an accident. Date loan was opened was 06/08/2006. This is an issue because I cannot get approved for credit anywhere. I have just got married less than a year and have a baby now. If the insurance paid off the balance owed on the car, this should not be reported and I view it as unfair and unacceptable. If I need to take additional steps to have this removed from my credit files from all 3 reporting agencies, I will do so against golden One. GOLDEN 1 CU #********

Desired Settlement: Please remove this credit degrading information from all 3 reporting agencies. Thank You.

Business Response: Need Last four of VIN or additional information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My checking account was closed on 11/22/13 w/o reason and now I can't pay bills or access funds. Nothing in writing. I'm angry and would like answers. On Friday, 11/22/13, I visited www.GOLDEN1.com and realized they cancelled my checking account. The following morning, I called (877) GOLDEN-1 and visited a local branch here in Fresno. I spoke with several courteous staff members who all looked up my account and failed to disclose, articulate or justify the closing of my checking account. I was also informed my paycheck wouldn't be deposited per their agreement with my employer. This agreement has been a reliable means for me to access my earnings, as they have been for about five years. So a sudden cancellation (without notification or reason) is surprising and devastating. And without a means to access my earnings, I don't know how I will pay bills or survive.

Desired Settlement: I'm angry at this unwarranted vulnerability but would humbly request a reinstatement of access to checking in order to survive.

Business Response: Initial Business Response
We received your complaint that was sent to the NE California Better Business Bureau. In reviewing your checking account, we find that your account went into a negative status on November 5th due to the attempted posting of an electronic debit transaction from ******* N ***** There were insufficient funds in your account for this transaction and we subsequently assessed a returned item fee and returned the electronic debit. Additional transactions attempted to post to your account on November 5th and November 8th. Notices of the return of each of these transactions were sent to you on the next business day. Your account remained in a negative status until November 22nd when we closed your account for an unresolved overdraft/negative balance. At the request of your branch and after review of your account history, your account has been reopened as of November 25th. You may need to reestablish your direct deposit arrangement with your employer. Please note that you need to resolve any negative balance in your checking account before it reaches 15 consecutive days, or we will take action to close the account. We hope that this explanation and our action to reopen your checking account is satisfactory. Please do not hesitate to contact us if you need further assistance. Respectfully, *** ******** Vice President

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Golden 1 credit union, Added 501.90 to the attached statement which clearly states the amount due on October 31st is 40755.09. The payoff amount I sent per their request was 41256.99. They have misstated the amount due by charging double interest for the month of october. Per their own account statementon which they claimed the amount due on October 31st was 40755.099 (See attached statement) 40755.09 plus 4 days per diem does not equal 41256.99. Product_Or_Service: RV Loan

Desired Settlement: DesiredSettlementID: Refund October 31st statement 40755.09 plus 4 days per diem of 16.23 Calculated at the same amount they calculated from Oct 1st to Oct 31st on their statement. Oct 31st 40,755.09 Plus 64.92 Equals 40,820.01 Payoff check amount was 41256.99 Less 40820.01 Refund amount equals 436.98

Business Response: Initial Business Response
I am writing in response to the complaint you filed with the Better Business Bureau on November 8, 2013 regarding overcharging of interest on your loan payoff. I have reviewed the information that you provided, as well as reinvestigated our records regarding your account. You are correct; the loan balance on your October 31st statement does show a balance of $40755.09. The statement also shows that the date the loan reached this balance was October 4, 2013 as a result of a payment you made in the amount of $650.24. On auto loans, interest continues to accrue from the date of your last payment, in this case October 4th. Since you did not pay off the loan until November 4th there were a total of 31 days of interest due which totals $501.90. I apologize for any confusion or inconvenience that this may have caused you during the payoff process. Unfortunately, I show that our records are correct and a refund is not due on this loan payoff. The Golden 1 is dedicated to providing exceptional member service and we value all feedback. If you have any additional questions or suggestions on how we could improve your experience please feel free to contact me directly. Sincerely, ****** ******* Manager, Loan Servicing Department The Golden 1 Credit Union (XXX) XXX-XXXX ********@golden1.com

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) They already added 476 something for interest trough October 31st Obviously, simply look at the statement!! then added an additional 501 to it. THEY DOUBLE Charged an ADDITIONAL AMOUNT....!!!!! If the refund is not processed a claim in small claims. On October 1st the balance was 40,917.72 Less 650.24 Plus 31 days interest 487.61 Equals 40755.09 Thank you for submitting your Case. The tracking number for your Case is #XXXXX-XXXXXX. Please reference this Case number in any further correspondence you choose to share pertaining to this Case. If we have your email address, you will soon receive an email confirmation message from the NCUA Consumer Assistance Center containing this information. NCUA will now be investigating your bank. Misquoting a payoff id bad enough, let alone double charging interest!! I should know, I worked for Wells Fargo for 14 years! Regards ********

Final Business Response
I am writing in response to the complaint you filed with the Better Business Bureau on November 18, 2013 regarding overcharging of interest on your loan payoff. Below I have outlined how the loan works in collecting and applying payments. Date 6/21/2013 Action New Loan Amount $40,997.92 Principal Interest Balance $40,997.92 Interest period 7/26/2013 PMT $650.24 $80.20 $570.04 $40,917.72 6/21 to 7/26 9/6/2013 PMT $650.24 $ $650.24 $40,917.72 7/27 to 9/6 10/4/2013 PMT $650.24 $162.63 $487.61 $40,755.09 9/7 to 10/4 11/4/2013 Payoff $41,256.99 $40,755.09 $501.90 $ 10/5 to 11/4 I understand the confusion, as the statements that you receive are really intended for your checking and savings accounts but, as a courtesy, we include details about your auto loan mostly to show that we have received and posted your payments. We will definitely use this experience to try and improve how loan information is displayed and explained. Again, I apologize for the inconvenience but your records are correct and you were only charged for interest that was due on your loan. ************** Manager, Loan Servicing Department The Golden 1 Credit Union (XXX) XXX-XXXX ********@golden1.com

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Call Center Rep ****** employee #XXXXX refused to assist me and laughed at me while I was explaining to him the nature of my phone call I am writing to inform you of the level of service I received today from call center employee ****** (Employee #XXXXX) I phoned in on 10/21/13 at approximately 5:40pm and began to explain to ****** what issues I was having. He chuckled while I was explaining what I went through this past week, but I acted as if I didn't even notice his laughing. He then began to authenticate my account by asking me the following; My full name, which I answered satisfactorily My mothers maiden name, which I answered satisfactorily How my last deposit was made, which I answered satisfactorily At this point ****** chose to go back and ask for my mothers maiden name again which I answered in the same fashion as I have always done since 2006 when I opened my account. He replied with, "I'm sorry we have something else on file" I immediately asked for a supervisor because ****** obviously didn't want to assist me and he was trying to find any way to avoid helping me. Supervisor **** (employee #XXXXX) took over the call and asked for my mothers maiden name which I answered again. **** asked me if I could spell it because maybe it was a phonetic issue. I explained to **** I've been a customer since 2006 and have never had to spell my mothers maiden name and I have no accent whatsoever. **** ultimately answered the initial issue of my call but when I requested the procedures to put in a formal complaint about ****** he only offered me the option to write a letter to a PO BOX. Ms ***** I hope you have the ability to pull up the phone call and listen to your employee laughing at me. There are things you can do to improve the performance of employees but this is simply not a training issue. I hope to never experience this type of service at Golden 1 again.

Desired Settlement: Find a way to ensure patrons of your Credit Union are treated with some sort of dignity and respect. What ****** has done is not anything you can improve with training. He simply needs to be fired unless you condone your employees laughing at your patrons and finding any excuse to not assist them.

Business Response: Initial Business Response
Your recent comments to the Better Business Bureau have been forwarded to me for review and response. Member comments such as yours allow us the opportunity to evaluate the level of service being provided across the Golden 1 organization. I've reviewed the situation you described and I would like to sincerely apologize for the difficulties you encountered when speaking with representatives in our Member Service Contact Center. We take the security of our member's accounts very seriously and have established several verification measures within our Contact Center to protect member information. Our employees are required to ensure the answers to verification questions exactly match the information on the account. Unfortunately, employees are instructed not to continue with a call until all verification questions are complete. I do apologize for the frustration you experienced during your interaction with the Member Service Contact Center. Please be assured we consider this a serious matter and that the situation will be fully addressed by our management team. Thank you for bringing this issue to our attention. We value your longstanding membership and look forward to the opportm1ity to exceed your service expectations in the future. Sincerely, ******* ******** Vice President Member Service Contact Center Golden 1 Credit Union Lmasters@golden !.com

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) Ms ******** I am very disappointed in your response. It is a very cookie cutter response which has very little substance. Did you listen to the call? You stated, "We take the security of our member's accounts very seriously and have established several verification measures within our Contact Center to protect member information." Well, Ms ******** I take security and verification of my account Very Seriously as well. My issue has to do with Golden One Member Services Rep ****** (employee #XXXXX) refusing to help me after I successfully answered all verification questions. My question to you Ms ******* is did you spend 10 minutes of your time and listen to the call? If you did then I doubt your reply would have been so generic in nature. You would have heard your employee laughing while I was explaining my issues? You would have heard your employee ask for my mothers maiden name and accept the answer I gave him. Then you'd hear him ask for how my deposits are made and he accepted that answer, but then he returned to my mothers maiden name again. If I didn't answer the question successfully the first time around then the call would not have progressed any further. If he was interested in helping me he would have asked me to spell my mothers maiden name instead of just stating "it seems as if we have something different on file" Ms ******* if you choose to hold a position that Golden One Member Services Rep ****** (employee #XXXXX) did the right thing then you are also stating that all of the Golden One Member Services Reps over the last 7 years who have verified my account many times failed to do it correctly. Ms ******* this is not a correctable issue. This is not a problem where ****** can go through a few hours of training to improve a skill. He simply was rude, disrespectful towards me, and refused to do his job. So rude in fact I wrote a letter to the CEO ***** *****, sent a copy to the Call Center Manager, and placed this claim with the BBB. If you plan to keep ****** on staff there at Golden One Credit Union I would like to know so I can take my business elsewhere.

Final Business Response
November 6, 2013 ******* ******** **** ******** Road *** ****** CA XXXXX-XXXX Dear Mr. ********, Your comments to the Better Business Bureau regarding the Credit Union's response to your original communication have been returned to me for review and reply. I am truly sorry that you found my response disappointing. I would like to emphasize that we are taking this matter very seriously and I do apologize that this was not the impression you received from my initial response. I assure you that I listened to the recorded call as did the department managers and it was determined that the interaction was indeed unacceptable. As stated previously, this matter will be fully addressed by our leadership team and the appropriate corrective action taken. Unfortunately, I am not able to discuss performance issues and specific corrective measures as this is confidential information about the employee. Once again, I apologize for the frustration and disappointment you experienced due to this interaction with our Contact Center. We value your membership and hope to have the opportunity to restore your faith in Golden 1. Sincerely, ******* ******** Vice President Member Service Contact Center Golden 1 Credit Union ********@golden1.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Being charged overdrafts though I have available balance in bank account Golden 1 places a hold on all deposited checks that are over $300. I deposited a $350 check, they held $150, and now they are charging me overdrafts for payments that went through, and they are telling me I have to pay for "not having the money in my account" though I do have it....they placed it on a "HOLD". And now I'm on hold....I've been on hold for over thirty minutes. No one will speak to me.

Desired Settlement: I want my $150.00 paid back to me!!!!!!! It's MY MONEY give it back please.

Business Response: Initial Business Response
Dear ******* *****, Thank you for taking the time to contact the credit union with concerns about a recent deposit hold. Member comments such as yours allow us the opportunity to evaluate the level of service provided across the organization. I am sincerely sorry for the difficulties you experienced due to this hold. I have reviewed your account history and discovered that the deposit was made at an ATM on Fig Garden Drive. Financial Institutions are bound by federal regulations regarding check holds. We do our best to provide the most positive service possible while complying with required regulations and the safety of member funds. All deposits placed in an ATM are automatically held for two business days with the first $200 of the day's total deposits being made available for immediate withdrawal. This hold provides us the time necessary to process the deposited items. There are several notices on the machine, the deposit envelope and the receipt to notify depositors of our hold policy. I understand you were able to speak to a representative in our Contact Center and they were able to reverse the two fees you were charged due to the hold as well as inform you of our hold policy. Unfortunately the day you phoned the Contact Center was the day after a holiday and they were experiencing a high call volume due to the Columbus Day holiday. Once again I apologize for any inconvenience this may have caused you. We value your membership and look forward to exceeding your service expectations in future interactions. Sincerely, ***** ***** Retail Administration Department Vice President Golden 1 Credit Union ******@golden1.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The have removed $541.00 out of my checking account without my knowledge or consent to be put in the Roth IRA account which I no longer have. On Oct 1st, 2013 Golden One Credit Union transferred $541.00 from my checking account without my permission. I closed a Roth IRA account about a month ago because of multiple errors by Golden One. It appears that although I have already closed the Roth IRA Golden One transferred funds out of my checking. I have sent them 3 emails with no response. And I have made two phone calls. One I spoke with a women who stated I would have to go into Golden One and close my account AGAIN before they would put my money back into my checking account. I work and this will cost my money and time. I left a message for the Roth IRA people no response. This should be a simple fix. There is no Roth IRA account and Golden One should immediately correct their error and credit the funds back into my checking.

Desired Settlement: I WANT MY MONEY PUT BACK INTO MY CHECKING ACCOUNT ASAP!!

Business Response: Initial Business Response
Your recent comments to the Better Business Bureau have been forwarded to me for review and to respond. Comments such as yours allow us the opportunity to evaluate the level of service that is being provided across the organization. I apologize that you had such a poor experience in closing your Roth IRA with us. I have reviewed your account and have confirmed that the amount of $541.00 has been transferred back into your checking account effective 10/3/2013. In addition, the Roth IRA has been closed. Golden 1's approach to excellent member service is for an individual employee to take ownership of an issue and see it through to correction. I am sincerely sorry that this was not practiced in principle during your visit. I have provided your comments to the management team responsible over the IRA Certificate Department so that they are aware of your disappointment. Once again, thank you for bringing this to our attention and I apologize for frustration or inconvenience this situation may have caused. We value your membership and look forward to exceeding your service expectations in future interactions. Sincerely, *** ******** Retail Administration Department Golden 1 Credit Union ****@golden1.com

Final Business Response
Your rebuttal comments to the Better Business Bureau have been forwarded to me for review and response. Comments such as yours allow us the opportunity to evaluate the level of service that is being provided across the organization. Once again, thank you for bringing your concern to our attention and I apologize for any frustration or inconvenience this situation may have caused. It is my understanding that ****** ****** the Retail Administration Operations Manager who oversees the IRA department, has contacted you to apologize for the error that took place against your checking and Roth IRA account. I am pleased to hear that she was able to directly address your concerns. We value your membership and do hope that you reconsider your decision to leave the credit union.

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was given 2 checks off the golden1 one account from two different people and when I went into the back they charged me 3 dollars for each check...now I have to go back to each person and recharge them 3 dollars each to get the full amount owed to me. In other words you are charging your clients golden1 customers 3 dollars per check to use them as a fee. We do not like it on either end. Bad Shame on you.

Desired Settlement: Change your policy ASAP

Business Response: Initial Business Response
Your recent comments to the Better Business Bureau have been forwarded to me for review and to respond. Comments such as yours allow us the opportunity to evaluate the level of service that is being provided across the organization. As you discovered, effective August 5, 2013, Golden 1 implemented a $3.00 Check Cashing fee for non-members who utilize Golden 1 locations to cash an item written by our member. Cashing a Golden 1 item at one of our locations by a non-member is an optional service. To avoid the fee you may present the item to your financial institution for deposit. Once again I am sorry you are unhappy with the new fee. Your feedback has been forwarded to my management for further review. Please let us know if we can be of further assistance with any additional concerns that you may have. Sincerely, *** ******** Retail Administration Department Golden 1 Credit Union ****@golden1.com

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) Now I have to go back to the people and request that they give me more money for you ripoff attitude...whatever happened to Golden1's original idea that its a credit union for its members? I am a member of this credit union but choose not to deposit but to cash the check...I now find out that you are charging the people I write checks to a 3 dollar fee...its robbery. I NOW have to give them 3 dollars more for every check I write so they are not cheated but now I am cheated. I will be doing my checking writing etc at another institution as of now. My best friend who wrote me the check will also be changing if you do not change your cheat the customer policy. The only one who loses is your members who have to payout 3 dollars more on every check. Sincerely ****** ******

Final Business Response
October 10, 2013 ****** ****** PO Box XXXXXX Sacramento, CA XXXXX-XXXX Dear Mrs. ******, Your recent comments to the Better Business Bureau have been forwarded to me for review and to respond. If you are a Golden 1 member the $3.00 check cashing fee does not apply when you present a check written by another Golden 1 member to cash. When presenting a Golden 1 check to cash, please inform the teller you are a member of the credit union. In addition, any checks written by you to another Golden 1 member to cash, the fee is waived. The check cashing fee only applies to a person who is not a member of the credit union that chooses to come into Golden 1 to cash a check written by a Golden 1 member. Due to your long standing membership, we have deposited a total of $6 into your checking account as a reimbursement for the non-member check cashing fees. I hope my explanation above helps shed some light on our new check cashing fee. Once again I am sorry you are unhappy with the new fee. Your feedback has been forwarded to my management for further review. Please let us know if we can be of further assistance with any additional concerns that you may have. Sincerely, *** ******** Retail Administration Department Golden 1 Credit Union ****@golden1.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Harassing phone calls about biling error I am 81 years old and I am getting harrassing phone calls from this company 6 to 8 times a day about a payment for my car. I asked them in February what the total was due on my car and I paid it on February 16. I have received my pink slip from them and they are still calling me about a payment even after I received my pink slip. I am getting calls from early in the morning till i go to bed.

Desired Settlement: To Stop the harrassing phone calls.

Business Response: Initial Business Response
I am in receipt of the complaint you filed through the Better Business Bureau on September 5th, 2013 regarding your account. I have reviewed the circumstances surrounding your account. The Credit Union received a payoff in the amount of $19,217.08 on February 16th, 2013. As a result of this payoff, your title was issued. Unfortunately, after the issuance of the title, the check by phone processed by you in the amount of $443.50 on January 3rd, 2013 was returned against your account. You spoke with ******* ****** on March 18, 2013 who confirmed the calls were in regards to the returned payment and the remaining balance owed on the account. ******* agreed to research the remaining balance owed prior to providing you with a final payoff. Your balance was researched by our Loan Servicing department and adjustments to the interest owed were made the following day. Since then, the Collections department has made several attempts to contact you by phone and through written correspondence. To discuss payment arrangements or to process a payment by phone, please contact the Collections department at XXX-XXX-XXXX. If you prefer to speak with me directly, feel free to contact me at the number listed below. Sincerely, ******* ****** Collections Manager Golden 1 Credit Union XXX-XXX-XXXX or XXX-XXX-XXXX ***** Cc: Better Business Bureau

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) I called and asked for the payoff of my Vehicle. They said the payoff was $19,217.08 which wrote a person check and sent in the overnight express mail. I RECEIVED the pink slip for the Vehicle within the following two weeks. **** THE END **** I've asked them to STOP making they HARASSING phone calls. As of 9/23/13 they are STILL HARASSING me with 3 to 4 calls a day! Thank you, ***** ******

Final Business Response
Regarding: Better Business Bureau Complaint #XXXXXXXX Dear ***** ******, I am in receipt of additional correspondence from you in regards to the complaint referenced above. The Credit Union was calling in an attempt to collect on the remaining past due balance of your loan. We have complied with your request and the phone numbers associated with this account have been removed. Feel free to contact me directly if you wish to discuss payment arrangements on the remaining balance owed on your account. Sincerely, ******* ****** Collections Manager Golden 1 Credit Union XXX-XXX-XXXX or XXX-XXX-XXXX ***** Cc: Better Business Bureau

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dispute over amount deposited on May 24, 2013. $100 bill deposited but reported by bank and not deposited. On May 24, 2013, I made a deposit at a "No Cash" branch of your credit union. The deposit was made at the IKEA branch in West Sacramento. Because the branch does not accept cash, I had to make my deposit of two checks and a one hundred dollar bill in the ATM. The deposit amount totaled $391.40. One of the checks was for my daughter's birthday from her Great Aunt and the other was reimbursement from my employer **** ***** ******** for money spent on supplies for my students. The one hundred dollar bill deposited was a Mother's Day present from my parents. When I make deposits into an ATM I do not total the amount of the deposit until I place the money and checks into the envelope. Only then do I determine the amount being deposited and enter the amount into the ATM. On May 28, 2013, there was a transaction listed as "Withdrawal ATM Adj KEY ERROR . SEQ: 7303" and a negative amount (withdrawl) of one hundred dollars. When I discovered this I called the bank to inquire about the transaction they told me that the amount entered did not match what was in the envelope (this was on June 14th). They informed me that there were only two checks recorded as being deposited. I disputed that and the employee filled out a Regulation E form on my behalf. She stated that there would be an investigation, they would review the video and contact me within 10 days. I called back on June 27th to ask about what decision had been made since I had not received any notification. After several minutes on hold I was informed that my dispute had been denied and that I would receive a letter with further explanation. Later that day I called to speak to our branch manager to tell her what had happened and that we would be pulling all of our funds out of the bank. She quickly asked for my name and number and said that she would forward it on to the area manager and have the area manager contact me. I never heard back. I received the letter today and the explanation was less than satisfactory. The letter simply stations that your "investigation shows the amount of 291.40 was deposited on May 24, 2013. All cash deposits are verified in dual control. We have included a copy of this deposit for your records." There is no further explanation of the process of the investigation nor is there mention of the video and what it showed. The money was deposited in the ATM in West Sacramento but four days later was reported as not ever having been deposited.

Desired Settlement: I am seeking the amount of my full deposit. So I am seeking the $100 placed back in my account.

Business Response: Business' Initial Response
I am responding to your concerns addressed to the Better Business Bureau of NE California regarding your Golden 1 account. After reviewing your case, I have been asked to further research your concerns and respond. I apologize for the frustration you encountered when your account was adjusted for $100.00 in respect to the deposit you made on May 24, 2013 in the amount of $391.40 and your claim to recover those funds was declined. I verified that all aspects of the investigation was performed with my research team. Unfortunately, their efforts did not uncover the cash you placed in the deposit envelope. In an effort to restore your faith in Golden 1, I am crediting your account for $100.00. The Golden 1 values your membership and is dedicated to providing you with the highest level of quality and service. I sincerely appreciate you taking the time to let us know about this issue, allowing me the time to research, and respond to your needs. We recognize that you have many choices when it comes to financial services and we appreciate your decision to bank with Golden 1. If you have any questions regarding this letter, please contact our Member Service Call Center at (XXX) XXX-XXXX or 1-877-GOLDENX (X-XXX-XXX-XXXX). Respectfully, **** ******** ATM & Debit Card Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: G1 continues to fleece my checking account for unnecessary fees that are done by their manipulation of the timing of debits and credits. Cust Serv NO Manipulation of the timing of credits, deposits and debits to collect fees for their own financial gain.

Desired Settlement: Reversal of over 10 NSF fees, and repair of my credit and reputation with my creditors

Business Response: Business' Initial Response
Your recent comments to the Better Business Bureau have been forwarded to me for review and response. Member comments such as yours allow us the opportunity to evaluate the level of service that is being provided across the organization. As explained to you in the letters sent on June 28, 2012, and September 19, 2012 as well as an email correspondence on September 10, 2012 it is Golden 1's policy to pay items when received from the originator or depositor, with the exception of Automated Clearing House (ACH) Debits which are held until their specific settlement date, as required by Federal Regulation E. In the case of debit card transactions, an initial approval will be provided for a transaction and the funds held, however, the transaction will ultimately post to the account once the merchant submits the transaction for payment. The initial hold will then be released. As has also been explained to you by Retail Administration and the Member Service Contact Center on multiple occasions the fees that have been charged to your account were in fact accurate and we have provided courtesy reversals on several occasions totaling $182.00 since your account was established in June of 2012. Furthermore, we post ACH credits/direct deposits when they are received, rather than waiting until the settlement date. This is to the member's advantage, but can only be done if we receive the ACH credit prior to the settlement date. This information was detailed in the Member Service email correspondence on January 2, 2013. It was also suggested to you in the response to contact Social Security if you are concerned about the settlement date provided to us. To respond to your additional comments regarding negative reporting; our records do not indicate that we have submitted any negative reports to any credit bureau or reporting agency regarding your accounts. We have contacted ChexSystems, Equifax, Experian, and Trans Union to confirm, and discovered that there are no reports from Golden 1. Once again I am sorry you feel that you have been treated unfairly, however, as detailed above and in previous communications, transactions (debits and credits) are not delayed for posting. If the funds are not available in your account at the time a transaction is presented for payment you will continue to receive an insufficient funds fee no matter the size of the transaction. Please let us know if we can be of further assistance with any additional concerns that you may have. Sincerely, ****** **** Retail Administration Department The Golden 1 Credit Union *****@golden1.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2008 we purchased a ford van and dealer set us up with financing through golden 1 credit. Everything was alright for 1st couple of years but as we gained equity in the van, Golden 1 started illegal practices against us. In dec 2012, my husband made the van payment by phone. He said the golden 1 employee who took info was not interested in her job at all. Because of this, i called back in a couple of weeks to make sure matter was taken care of. I was told my husband had given them the wrong routing number and so i gave the the number again (same number) and the clerk said it appears to be going through for payment. I still didn't trust them so called back again a couple days later than and as told check had been cleared and so I was sent an email stating that payment was made in full. My husband was still leary so he went to his bank and asked them what the problem was and he was told the reason they hdn't got paid, is they hadn't submitted matter to my account. A bank employee then took my husband aside and told him she was sure this was some kind of scam and that they believed in about 3-4 months, Golden 1 would suddenlyt appear claiming over due account, demanding late fees and now have an excuse to raise interest rate. How correctr they were. On Mar 1 got a call that account was seriously over due. I said if that's case, i would go right that moment to a branch office and make another payment. The golden 1 employee said, no wait till I find out more. I then explained to her that i couldn't trust them anymore and to make all communication in writing. IN the last 10 days now I've received one letter stating i had serious late fees and have received 9 phone calls in last 11 days, despite the fact i've told them not to call and I've sent a cease and desist letter pertaining to these calls. Federal Trade commission says that anything over 2 calls in a wwek are considered harassement. My husband even went and made an extra payment a few days ago, but they still call.

Desired Settlement: I believe that golden 1 should be handed maximum punishment from governing authorites and they should make it right with us for all the unethical and illegal procedures they've done.

Business Response: Business' Initial Response
Im writing in response the complaint you filed with the department of Financial Institutions of March 27th 2013 regarding the Check by phone processed through the the collections department. I have reviewed your account and the circumstances surrounding the events you have referenced in your complaint I confirmed our collections department did attempt to process two check by phone requested on December 26th and January 7th as provided by your husband. unfortunately both were returned "invalid account" To clarify some concerns you mentioned in you letter your interest rate is fixed and remains 5.59% which is not subject to change throughout the life of the loan. Your bank would not have a record of transactions returned for "invalid accounts" payments which are returned for "invalid account" are unable to be processed by the issuing bank or credit union as the account is no located with the numbers provided. Therefore there would not be a transaction or withdrawal on you account. Golden 1 is mindful of fees as we do not currently charge a fee for the check by phone services and the collections department offered to effective date your second check by phone transaction to the December 26th date to avoid the additional interest or late charge. In reference to the communication that occurred with our collections department we show you requested the transactions to be researched on March 5th and our representative advised a call back would be made to provide you the resolution. the intention of the two attempts to contact you was made to provide you with requested information. A notation has been made on your account no collection calls per your request We appreciate your promptness in rectifying the past due amount and apologize if this particular service has not been a favorable experience for you. We would like to suggest online option by using our Bill Payment service or using a payroll deduction to assist you. We also welcome you to visit any of our branches which may be found on Golden 1 credit unions website www.golden1.com/locator

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been charged outrageous additional late and interest fees by this institution totalling over $6,000.00 which they will not remove. My original car loan was with US First FCU opened 2/2007. Sometime in 2009 that CU was bought out by Golden One. For the first 3 months I couldn't make my car payment because my phone # was entered into the system incorrectly. Golden One refused to take my payments. Finally AFTER MONTHS someone listened to me and went in and updated the correct info manually. I believe this was all a game to charge additional fees. In 2010 my principal had already been paid off long before I became late. I paid my car payments on time until September 2011, when I lost my job due to cancer. I was 30 days late on my payments for 6-9 months but never had my car been repo'd or anything else. I had noticed that "principal" HAD RE-APPEARED on my statement and had kept rising and rising. I beleive that there is an error in thier calculations as there is no way that I would owe over $5800.00 in additional fees and interest on top of the $28,000 in principal and interest already paid to this company. My original maturity date for this loan is 4/2013. Golden One refuses to tell me what the maturity date is as of today 3/21/13. I argued that it doesn't make sense that they can add money to the principal again and charge me those high fees again, when I was done paying off the principle already and only owed small amounts of interest. I asked for the loan service department to look into this & they said I would be charged $25 per hour to do this. When I asked why should I pay them for customer service the supervisor of Loan research dept in the Corp office ******* stated because it's not thier job to go back 2 years to see why I had been charged these amounts and that I should have been reviewing my statements. I told her I had been reviewing them and I had been questioning thier employees with no answers. I have been disputing this since May of 2012 and was told that my request had been forwarded in the past but was told today that if I hadn't paid the fees of $25 per hour that it wasn't ever done. I have been lied to over and over by Golden One. I even spoke with ******** a supervisor in the research department who said she would pass on the request about 6 months ago. Never was done. I was also told TODAY that every time I pay late $25.00 of my payment was going to "late fees". Not once has any of the tellers/CRS's advised me that a late fee was even pertinent. The collection department would call for the payment- and only ask for the regular payment amount- never stating that since the account was late there would be an additional $25.00 I needed to pay. Companies usually collect the late fees up front. Not deduct them from the payment and then charge you interest on the $25.00 later. Is this even legal? Needless to say I am very upset. I have offered to pay G1CU $1200.00 of the additional outrageous fees to be done with this account, but they state they don't take "settlement offers". I have paid my car loan for 7 straight years, I still own this car and feel I have given them ENOUGH money. Someone needs to contact me BY phone to discuss looking into these outrageous charges.

Desired Settlement: I'd like them to erase the interest that they have added on to the late fees.

Business Response: Business' Initial Response
I am writing as a follow up to the response that we sent you regarding the complaint filed through the Department of Financial Institutions March 21, 2013 regarding the services rendered and the remaining balance owed on your auto loan. I have completed a detailed review of the history and circumstances surrounding your account and recognized that over the duration of your loan, there have been several adjustments made to the account. These adjustments were a result of returned payments, and 3 instances where the credit union granted a total of 7 month deferments you requested due to hardships. I did identify that your maturity date did not reflect the deferments. We have corrected your maturity date which is now November 10, 2013. In regards to the services and communications you received you received from Golden 1. We strive for excellence and promote stellar Member Service from our employees at all times. I am sorry if you feel the information conveyed was presented in an unprofessional manner and the services provided did not meet your needs. I sincerely appreciate that you took the time to bring your concerns to Golden 1's attention, and for allowing me the opportunity to look into them and address them. If you have any additional questions related to this matter please feel free to contact me directly at the number listed below.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the time *** spent on researching and explaining why the balance doubled at the end of the laon maturity date. I feel taken advantage of though. I tried to work with the Credit Union on erasing half of the additional added interest which totaled over $1000.00 from the defered payments. I asked for a settlement of $4500, which in reality I only oe $3884.10 and they declined it. I was not aware that asking for deferments while recovering from cancer would cost me a total of 3 extra car payments in the end. I feel that under the circumstances the Credit Union could have met me in the middle and charged me only $500.00 of the additional interest so that I could be done with paying this automobile off. I've paid a total of 72 not 60 months (6 years) of payments on this loan and they have retained well enough interest on it. The credit union refused to work with me on the additional interest, but did erase the late fees. This world will sure "kick you when your down" and this is the perfect example of it. Big banks taking advantage of the little man, who is trying to make an honest living. Had I knew that the deferments would have cost me over $1000.00 I would have rather paid the car payment late instead of taking this route. Also when you ask for 1 deferment- THEY MAKE YOU TAKE TWO, or even THREE. This is a tactic that they use to make more money on the back end. I sure have learned my lesson. If any consumer out there is reading this correspondance- Please do not ask this credit union for any deferments under any circumstances- YOU WILL PAY BIG IN THE END!!!

Business' Final Response
April 22, 2013 ****** ****** XXXXX XXXth Ave. Se. Kent WA XXXXX Good Afternoon Ms. ******, I am writing in response to your correspondence to the Better Business Bureau dated April 12, 2013 regarding the balance owed on your account. To follow up from my email to you on Wednesday the 17th, I have requested copies of the extension documents and the summary of payments since the inception of the loan and have included those for your records. I have also provided a breakdown of your remaining loan balance. To date you have made fifty payments and your original agreement was for sixty payments. Please note your agreement was written under the conditions that all payments are made as agreed and all amounts owed are owed under the plan plus interest. Therefore it does not calculate any late charges or unpaid finance charges that may have accumulated and could extend your payoff date. I have included copies of the extensions that were requested and granted for your records as well. These would cause your terms and maturity date be extended and result in paying higher total Finance Charge than if the payments were made as originally scheduled. In summary, the overall difference in the total repayment for interest and principle including the penalties assessed for late payments is substantiated below. $ 5,486.54 Current balance -$ 643.76 Late fees $ 4,842.78 (subtotal) -$3,888.35 remaining 10 payments, per 60 month term. $ 954.43 (subtotal) -$ 388.41 interest deferred for XXXX X month extension $ 566.02 (subtotal) -$ 249.56 interest deferred for XXXX X month extension $ 316.46 (subtotal) -$ 316.46 interest deferred from US first 3 month extension $ 0.00 We have confirmed the balance owed based on the information provided by you and obtained from our records. If you have any proof of payment, specific documentation or additional information that can shows this information is incorrect please feel free to send it to me for review. As you requested via email on April 19th, I had submitted your settlement offer of $4,500.00 and your subsequent offer of $3040.75 to our Lending department for consideration. In your last offer you advised, you made your first payment around February or March 10th 2007 with the original maturity date of February 2013. As I replied via email to you today, Lending has provided their counter offer based on the value of the collateral, less late charges, the offer is $5,037.24 until close of day on April 29, 2013; this will be considered paid in full for less than full balance. As provided in my response, our records indicate your previous loan with Wachovia Dealer Services was paid off via a refinance on April 11, 2008 at which time your principal balance for this loan was $18,817.98. I had attached those supporting documents for your records in my email and have enclosed a copy with this letter as well. Sincerely, Kate Himes Vice President of Loan Servicing The Golden 1 Credit Union

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: IN NOVEMBER,11 WE PURCHASED A VEHICLE AND WE REFINANCED A LOAN THROUGH GOLDEN1.WHEN WE REFINANCED,WE ASKED THAT THE AUTOMATIC PAYMENTS BE DISCONTINUED AT THAT TIME. WE SIGNED ALL THE PROPER DOCUMENTS THAT WERE GIVEN TO US BY GOLDEN1. AS OF AUGUST 22, 2012 MY HUSBAND CHECKED HIS ACCNT AND SAW THAT THEY HAVE STILL DEBTED HIS ACCT, PLUS TAKEN THE WALK IN PAYMENT AT THE SAME TIME. WHEN WE BROUGHT THE SITUATION TO THEIR ATTENTION,THE BRANCH SAID THEY WERE WILLING TO HELP.THEN WITHIN THE HOUR OF BEING IN THE BANK, THEY SAID,"WELL, WE CAN ONLY GIVE YOU THREE MONTHS OF YOUR MONEY BACK."BY THE TIME WE LEFT IT WAS DOWN TO TWO MONTHS.THE BRANCH SAID THERE NO DOCUMENTATION IN THEIR FILES TO PROVE THE AUTO PAYMENT REMOVAL.ON AUGUST 23, 2012 I BROUGHT THE PROPER DOCUMENTS WITH GOLDEN1 SIGNATURES THAT PROVED IT WAS SUPPOSED TO BE REMOVED. THEY STILL DENIED ANY ACKNOWLEDGEMENT OF THE LETTER. THE BRANCH EMPLOYEES TOLD US IT WAS OUR FAULT. THEY SAID BECUASE WE DID NOT BALANCE OUR CHECKING ACCT WE WOULD HAVE KNOWN THEY WERE TAKING MONEY FROM THE ACCT. WHEN I TOLD THE BANK EMPLOYEE THAT THEY WERE STEALING MONEY FROM OUR ACCT WITHOUT OUR CONSENT,THEY BECAME RUDE.THAT AFTERNOON WE RECEIVED A PHONE CALL FROM THE BRANCH MNGR. STATING THERE WOULD BE NO FUNDS RETURNED TO THE ACCT. THE REASON WHY WE DONT CHECK OUR ACCT OFTEN IS BECAUSE,1) WE DID TRUST THE BANK TO HANDLE OUR FUNDS PROPERLY, 2) WE HAVE SEVERAL ACCTS ON AUTO PAY. WE WERE UNDER THE IMPRESSION THAT THE PAYMENTS THAT WERE BEING REMOVED WAS FROM ANOTHER LOAN.THE SITUATION WENT NOWHERE WITH THE BRANCH,SO I CALLED THE MAIN CORP. NUMBER INSTEAD AND HAD A SHORT TEN MINUTE CONVERSATION WITH A SUPERVISOR. WITHIN THE WEEK ROUGHLY $2,400 WAS RETURNED BACK TO THE ACCT. ON SEPTEMBER 8 I RECEIVED A LETTER IN THE MAIL SAYING I VIOLATED THE BANKS SECTION 8 BYLAWS. WE DON'T KNOW THE GOLDEN1 BYLAWS AND DIDN'T KNOW WHAT WE VIOLATED.(THERE WAS A GUARD THERE THAT COULD'VE WALKED ME OUT IF THERE WAS ANY ISSUES.) THE LETTER IS SLANDERING AND THREATING AND IS A FORM OF RETALIATION.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WOULD LIKE TO SEE A FORMAL APOLOGY

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My refi attempt with Golden 1 was the worse business experiance I have ever had. I called in to change my address and let ***** talk me into starting a refi for $450. I was not sure about starting the process at that time (needed to go on a business trip soon after that) but she said the interest rate was low and needed to be locked in, so I did based on her telling me that the deadling would be easy to extend. When I got back, any attempt to get an extension was rejected and no one cared what she said. So she basically was saying what she needed to say to get me signed up. I think when an representative of a company makes a promise that should count as something, not nothing. When my refi was unable to go through because of some minor issues with an area in my downstairs I realize that G1 is only interested in homes that have absolutely nothing wrong with them. When they take a persons money they should read a statement of all the reasons a refi will not go through and you will loose your money. Something like this: If you home needs any repairs it is unlikely we will be interested in your refi. I talked with Bank of America today and explained my house is nice, livable, safe but still needs a little work (but not much) to be totally perfect. They do not have a problem with my situation. So it is wrong of G1 not to warn customers that is in fact easy to pay up and get nothing out of it. I am not saying G1 makes money out of this (I sure hope not) but a business plan that wastes everyones time needs to change. I used to think highly of G1. But my now I see them as a business I no longer want to deal with.

Desired Settlement: I want Golden 1 to contact me and to see why I am not happy with what happened. I feel I can help them better train their staff to not mislead the public whith untrue statements. Also to ask certain questions so customers do not lose hundreds of dollars and a lot of time.

Business Response: Business' Initial Response
August 28, 2012 Dear Mr. ******, Your comments to the Better Business Bureau have been forwarded to me for review and response. Thank you for taking the time to contact us with concerns about your recent application to refinance your home loan. I am truly sorry for the experience you encountered during this process. Our employees are instructed to provide products and services that suit our member's needs, but they are not permitted to coerce members into applying for any loan. I assure you Irene's actions are not reflective of our goals. I have forwarded your comments to the Call Center management team so they may address this issue directly with Irene; additional training and coaching will be provided as necessary. To address your concerns regarding the loan application; I have discussed the application with our Real Estate department and have determined the reason we are not able to move forward with your refinance at this time. While we allow minor cosmetic repairs such as painting, flooring, etc., it is a requirement that the collateral securing a real estate loan must be legal and in a condition that does not present any health, safety, and soundness concerns. It was discovered during the appraisal process that a permit was not obtained for the conversion of your basement and there is exposed plumbing, wires, and the area is open to the crawl space. This provides concern with regard to all requirements stated above. In order to move forward with the application, conditions were placed on the loan requiring that you obtain permits for the converted space, as well as the completion of the bathroom to mitigate any health, safety, or soundness concerns. Once again, I apologize for the difficulties you encountered during this process. During the initial application process, there is no way to know the condition of the home, which is the reason the appraisal is requested. Although it is unfortunate we were unable to grant a loan for you, there would have been no way to predict this outcome based on additional questions during the initial discussion with the member. We do value your membership with Golden 1 and hope to have the opportunity to restore your faith in our institution. Sincerely,

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms. **** I was not coerced into starting my loan; I was merely promised that getting a deadline extension would be easy. That statement was what I based my decision on (along with her repeated comments that I needed to lock in my interest rate or loose it). I did ask for more time and was ignored repeatedly. Not refused, just no response to repeated emails and telephone messages. It takes 2 minutes to shoot out a short email back to a customer. If I treated our customers as I was treated I would be in the unemployment line. At 75 % through the allotted time (i.e. with only 2 weeks left) I was told I needed a permit for the downstairs bathroom. We do not know for sure that it was not a bathroom, (like the upstairs) that was original to the house. I was told I could get original house information from the archives in San Bernardino County but it would take at least 3 to 4 weeks. At that time I was offered a few more weeks, which would have made it a very close call to get that information. Why was I not allowed more time to investigate this issue? We could have started my 2 months over at the rate current to that point in time. All mountain lower levels have dirt up against the "up hill wall" to push back against the dirt on the other side. I have been told by everyone I have dealt with up in the mountains to not remove it. I suppose people naturally want to add that square footage to their living space, so without bringing up the subject I kept hearing that story. It is normal up there and I do plan to box that area in and create a washer dryer space at some time in the near (1 to 2 years). It is not a health issue, many basements have an area that is not used. G1 will have to loan money to make money. My loan would have been a very stable investment. I have a solid career so your next loan for a "perfect house" will most likely be more of a risk. I will never sell my home, I just plan to keep improving it and move up there when I retire. Please warn everyone, that before you spend their money that ANY issues will cause all that hard earned money to be wasted. Not to mention all the effort on both sides.

Business' Final Response
September 20, 2012 Dear Mr. ******, Your comments to the BBB regarding the Credit Union's reply to your original communication have been forwarded to me for review and response. I apologize that the original response did not address all of you concerns. I am sorry that your original attempts to extend your application went unanswered. It is not our intention to ignore member requests and I am extremely sorry that this is the impression you received. Our Real Estate Department is working through a large volume of loans, which unfortunately delays processing and response times. I agree that any response to your request, even a short message, would have been appreciated. To address the permit requirements; the information was provided to you after the appraisal was returned to Golden 1. Unfortunately, the findings in the appraisal, whether caused by you or a previous owner, prevented the funding of the loan without obtaining the proper permits and completion of the bathroom. I can understand how difficult it would be to retrieve the necessary documentation from the county within a short time frame. Regrettably, the length of time you requested to investigate could not be accommodated as the extension would set loan funding too far out from the original approval date. As stated previously, it is difficult to predict an outcome such as this based on additional questions during the application process; however, I have forwarded your comments to the management teams responsible for the Call Center and Real Estate departments so they are aware of these issues and may review their processes for possible efficiencies. Once again, I am sorry for the difficulties you encountered during this loan process. Regards,

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/11/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: charge off paid off and am asking for a statement showing such so i can remove it from my credit. on august 2ND 2012 i paid off my charge off on a 1999 ford Taurus. I was told by the person the phone that i would receive a letter stating it was paid off. on august 27 i still had not received anything so i called again and this person told me they do not send those letters and told me i have to submit a request now to even get one. when i explained that the other person said they would send it to me. this person said that wasn't the case. all i want is this paper so i can purchase a home and this is holding everything up. golden one has been very rude and not helpful during this whole ordeal. i just want this to be over with.

Desired Settlement: a statement showing my charge off is paid off and for it to be removed from my credit

Business Response: Business' Initial Response
August 30, 2012 Mr. ****** ****** X RE: REF-XXXXXXX ****** ****** Dear Mr. ******, I am writing in response to your complaint with the Department of Financial Institutions on August 27, 2012 regarding the payoff of your auto loan. Please rest assured that the Credit Union takes member comments and concerns very seriously and strives to take prompt corrective action as appropriate. I have personally reviewed the circumstances regarding your auto loan. Please accept this letter as acknowledgement we received your payoff in the amount of $685.48 on August 10, 2012. We have updated your credit report to reflect the charge-off has been paid in full. Golden 1 Credit Union strives for service excellence from its employees at all times. I sincerely apologize if you feel the level of service provided was less than expected. Our goal is to provide and offer assistance that will meet and exceed all expectations of our members and correspondence such as yours helps us accomplish this goal Thank you, again, for bringing your concerns to the Credit Union's attention and allowing us the opportunity to address them. If you have added information that may justify further research or if you have additional questions or concerns, please contact us. Respectfully, **** ***** Vice President - Loan Servicing XXX-XXX-XXXX cc: Department of Financial Institutions XXXX XXth Street Sacramento, CA XXXXX

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Incorrect reporting to credit bereau January my vehicle was totalled in an accident. My insurance company paid most of the vehicle off, we paid the balance. Golden 1 listed my account #XXXXXXXXXX-XX as a charge off on my credit. I have filed disputes with their collections department and have not got any results. Peter in collections and ******** at extension **** have both admitted the mistake. I have over ten hours on the phone politely trying to get this resolved. I have given up on them and am pursuing this legally now.

Desired Settlement: All legal fees, repairing the damage done to my credit, and damages and all the time I've lost

Business Response: Business' Initial Response
August 27, 2012 Re: Credit Reporting Dear Mr. ****** ******, I am in receipt of the complaint you filed through the Better Business Bureau on August 16th, 2012 regarding your account. I assure you The Credit Union values your input and we are always looking for opportunities to exceed our member's expectations. I have reviewed the circumstances surrounding your account. A check in the amount of $51,817.37 was received from your insurance on January 31, 2012, leaving a deficiency balance of $1,907.70. There was no longer collateral securing your loan and therefore, your loan balance was charged off. Your monthly payments continued and paid off the remaining deficient balance. Because of this, the Credit Union reviewed your account and it was agreed not to report the Charge off. You spoke with ***** *** July 18th, 2012 who submitted a ticket to our Loan Servicing Department to have your credit report updated. On August 10th, you spoke with ***** *** and advised him the negative credit reporting was still reflecting on your credit report. On the morning of August 17th, I followed up with Loan Servicing and confirmed the request was updated that same day. Typically, credit disputes are resolved within a 30 day time-frame; I apologize if the Credit Union did not meet your expectations in resolving this issue. We understand the importance of this matter and on continued to follow up and confirmed the negative credit reporting has since been updated accordingly. If you have any questions in regards to this matter, please do not hesitate to contact me directly at the number listed below. Sincerely, ******* ****** Collections Manager The Golden 1 Credit Union XXX-XXX-XXXX/ XXX-XXX-XXXX x2753

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/31/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Refinance loan In March 2012 I applied to The Golden One for a refinance of my current mortgage to lower the interest rate and cash out. I received confirmation that my credit had been approved and my loan as requested would be made contingent on appraisal of my property. The appraisal was high enough for the 20% equity requirement. Then Golden One "counter offered" me a loan $30,000.00 less than I had been approved for. I said no and requested my $450.00 back for the appraisal paid in good faith. Golden has refused to refund my money.

Desired Settlement: $450.00 for apprsial.

Business Response: Business' Initial Response
August 14, 2012 Dear Mr. ******, This letter is being sent in response to your Consumer Complaint filed with the National Credit Union Administration on July 24, 2012. The credit union appreciates member feedback. Please rest assured that the credit union takes member comments and concerns very seriously and strives to take prompt corrective action as appropriate. The Golden 1 application for refinance was credit approved based on the preliminary review of the documentation you supplied along with the credit report. The information provided in your initial loan application was used in determining this qualification which stated monthly income earnings of $1833.33. The conditions required, details of the loan process, and lock policy were discussed with you by your loan officer on March 30th. Simultaneously, the file was routed for preparation and mailing of the approval letter and "order outs", consisting of appraisal, title, flood determination certificate, etc. Upon order, the costs for the services were incurred and paid to the third party. Since the service was provided, reimbursement is not available. The processing of your loan includes the collection of these order outs, reconciliation of member conditions along with the review and analysis of those documents in preparation for final approval review by an underwriter. Unfortunately, at this stage in the process it was determined that the income provided and used in the initial qualification was overstated thereby no longer supporting the loan amount requested. If an alternative offer of credit is discernible then a counter offer is issued rather than a denial. here was no change in the product or increase to rate and fee structure, however, a reduced loan amount was necessary to maintain eligibility and therefore a counter offer to a reduced loan amount provided. Thank you again for bringing this situation to the credit union's attention and allowing us the opportunity to address your concerns. If you have any additional questions related to this matter please feel free to contact me directly at (916) XXX-XXXX. Respectfully,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have written to The Golden 1 Credit Union over the past year asking them to close my accounts. They will not close them despite a zero balance. I have written numerous times to The Golden 1 Credit Union over the past year asking them to close my two accounts. They both have a zero balance. The wrote back and said the accounts were closed, but I continue to get statements. This bank is inept. I have gone in person 2 times to close my accounts and still they are open. There is never anyone there who knows what they are doing. The teller always has to open a manual to figure out what to do. Most of the time, they have to call someone in another branch and if no one answers the phone, they tell me I have to come back another time. I want my accounts closed permanently.

Desired Settlement: I want my accounts closed permanently and to never get bank statements or any other correspondance from them again. If anyone hacks into their computer system and draws money from my empty open account, I will file a lawsuit.

Business Response: Business' Initial Response
Dear Ms. ******, Your comments to the Better Business Bureau have been forwarded to me for review and response. Thank you for taking the time to contact us with concerns about your attempt to close accounts with Golden 1. I apologize that you have received poor service and had such a hard time accomplishing a seemingly simple task. I have reviewed your account relationship and have confirmed that your name appears on four Golden 1 accounts and three have been successfully closed. The fourth account cannot be closed at this time due to the fact that there is an open line of credit on the account. The line of credit (suffix 28) has a zero balance; however, it cannot be closed without signed member consent. I have attached a Revision Agreement request to close the line of credit please sign the highlighted area and return either by fax or scanned attachment to an email. My fax number is XXX-XXX-XXXX. I apologize that this form was not provided to you when you visited the Vallejo branch in September. Once I receive the signed Revision Agreement the line of credit will be closed and the balance in the savings account will be sent to you. There currently is a balance of $.09 in the account due to the posting of dividends in October 2011. Once the account is officially closed we are bound by regulation to send a final statement showing the account has been closed. Once the final statement is received you will not receive any additional correspondence from Golden 1. Your comments about the lack of knowledge by the branch staff have been forwarded to Regional Management. Additional Training will be provided as deemed necessary. I will be happy to personally complete the closure of your account once the signed Revision Agreement is returned. It is unfortunate that you did not get the opportunity to experience the excellent member service that Golden 1 is known for. We wish you the best in your future endeavors. Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Golden 1 allowed a 10 month old check to be cashed out of my account even though they do not cash checks dated older than 6 months. I wrote a check for $1,250 dollars on Sept. 12, 2011 to suspension in Sparks Nevada. I requested the check be disposed of and was assured it was. On June 4, 2012 the merchant cashed the check even though Golden 1 policy does not allow a check 6 months or older to be cashed.

Desired Settlement: Total refund

Business Response: Business' Initial Response
August 9, 2012 ****** ****** Dear ****** ******, Thank you for your correspondence of August 2, 2012 regarding a stale dated check posting to your account on June 4th, 2012. In reviewing your account I do see where check #1455 for $1,250.00 was posted to your account. We received this check from another financial institution. You mentioned in your complaint to the Better Business Bureau that Golden 1 had cashed the check and that Golden 1 policy does not allow a check 6 months or older to be cashed. This is a true statement as our procedures are to review the item being cashed at the branch for valid signature, payee, date, etc. However, this item was not presented at a branch for cashing, but paid through normal inclearing file postings. Our Account Disclosure states under Check Processing "We may process items mechanically by relying on the information encoded along the bottom of the items. This means that we may not individually examine all of your items to determine if the item is properly completed, signed and indorsed. You agree that we have not failed to exercise ordinary care solely because we use an automated system to process items and do not inspect all items processed in such a manner. We reserve the right not to inspect each item because using an automated process helps us keep costs down for you and all account holders". On your behalf, Golden 1 has initiated a letter to the original depository financial institution requesting funds be returned for the stale dated item. This process may take several weeks and we will inform you what the disposition of this item is once we hear back from the other financial institution. As your credit union, The Golden 1 values your membership and is dedicated to providing you with the highest level of quality and service. If I can be of further assistance to you, please do not hesitate to call me directly at (916) XXX-XXXX. Sincerely, ********* Payment Services Manager cc: Better Business Bureau

Business' Final Response
September 21, 2012 ****** ****** Dear ****** ******, I am following up on a letter we wrote on your behalf to Bank of America to request funds be returned due to a stale dated item (original letter enclosed ). Bank of America has denied our request. If you would like to pursue this further, you will now need to contact the original payee to dispute this check directly with them. As your credit union, The Golden 1 values your membership and is dedicated to providing you with the highest level of quality and service. If I can be of further assistance to you, please do not hesitate to call me directly at (916) XXX-XXXX. Sincerely, ********* Payment Services Manager cc: Better Business Bureau

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We got a car loan through G1 in ******. 2012. The dealer never submitted the paperwork to DMV and G1 has not had the title. They never informed us. We bought a car through the auction park Modesto in January 2012. We took out an auto loan, through the loan center at the auction park, that day for the purchase of the car from the Golden 1 Credit Union. We filled out all the paperwork at the auction park and they took the originals to be turned into the DMV. The auto loan was set in place and we have been paying car payments ever since. We went to sell the car this weekend and paid off the loan. We received a phone call from Golden 1 today saying that the auction park never turned in the paperwork to the DMV and that the Golden 1 never received the title. They said the car can not be sold because it does not belong to us or the Golden 1. It has been about 7 months and the auction park did not turn in the paper work and the Golden 1 did not tell us that they had not received the title and appropriate paperwork. Even though Golden 1 did not receive the title they still took our money for a car they didn't own and we didn't own either! According to the DMV the car is still registered to the owner of the Auction Park. When we went into the Golden 1 they took the cashier's check from our buyer, filled out all the paperwork, except for the release because the vehicle department was closed, and said they paid off the loan. We gave the buyer the keys and they took the car. Golden 1 said we just had to come in on Monday, they would fill out the bottom and the form would go to DMV. Then they called today and said that was not the case! The car is gone, the money is gone, and no one will help us. Golden 1 said their lawyers have been working on it since January but didn't say anything to us about the issue. My understanding is that they are in violation of CVC 4456 and CVC 5753. We have been trying to sell the car since March and I called the Golden 1 more then 3 times to ask how I went about selling the car and if we needed anything specific to sell it. Each time I called they asked for my account number and were able to pull up our account. There is no excuse for them not informing us about it. Since this occurred we have called the Golden 1 and were told they were still working on it and would keep us updated. It has been a month and we have heard nothing and called them twice.

Desired Settlement: The settlement that we are seeking from the Golden 1 is the money that we have already paid on the car loan to be returned. The car loan extinguished, and the car will be returned to either the Golden 1 or the Auction park. Since we do not own the car, are not the registered owners, and have not been for the past 7 months it is not valid for the Golden 1 to require us to make a car payment on this car. Had the Golden 1 informed us that they did not receive the title of the car within the first 30 days we would have been able to reach some sort of arrangement. However, since they did not inform us of the issue, continued taking our money, and did not inform us of the issue the several times that we called to ask about selling the car we should be refunded the car loan payments amount.

Business Response: Business' Initial Response
August 7, 2012 RE: BBB Complaint Dear Mrs. *****, I am writing in response to the complaint you filed with the Better Business Bureau on July 30, 2012 regarding missing registration and title on a vehicle you purchased. As you indicated in your letter, you purchased a vehicle in January 2012 from an auction in Modesto. The dealership selling the vehicle through the auction park, received all of the necessary paperwork to have the vehicle registered in your name and to show Golden 1 as the lien holder but never sent the information to DMV. In February 2012, the dealership went out of business leaving the necessary transfer of ownership and lienholder undone. Once Golden 1 was aware of the outstanding title and that the dealership was no longer in business Golden 1 filed contacted DMV and was assigned an investigator to begin the process of getting the paperwork issue resolved. After numerous calls to the DMV Investigator we were finally able to obtain the necessary paperwork. The paperwork was delivered to DMV on Thursday, August 2nd for processing. On Tuesday, August 07, 2012, we received confirmation that the paperwork was successfully processed and Golden 1 was indicated as lien holder and you were indicated as the registered owner. During this process, although the timing would not have changed, we acknowledge that we could have communicated the status of the investigation more effectively. We apologize for the inconvenience that you have experienced. Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/17/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Golden One owes me $62.00, for an overpayment on a car loan. Company stated my overpayment w/o my permission will pay for second car loan - illegal. I contacted Golden One in 2012 to request a pay off amount in writing on my Impala Car Loan and they refuse to give me that information. Golden one stated it was a "service" not available to customers with two charged off car loans. So, in 2012 I paid Golden one $2100 based on information from an old bank account statement. I contacted them to request my title and the overpayment on my Impala Car loan and they originally said I could not have my title. After about three months, they sent me the title to my impala. Golden One then told me that the overpayment will be used to pay off the other car loan. I stated I did not give you permission to do that and the phone teller told me I did not have to give them that permission and they will apply the funds to pay for the second car loan. I told them that the overpayment occurred because you could not provide me a printout of what I owe to pay off the impala. The telephone teller stated it does not matter. Golden 1 has been unwilling inform me in writing as to how much I owe and then I overpay and they tell me their going to keep the overpayment. The Golden 1 Credit Union P.O. Box XXXXX Sacramento, CA XXXXX-XXXX ****** ****** ACCT# XXXXX (CHEVY IMPALA) FRESNO CA XXXXX

Desired Settlement: $62.00 by check, I do not want to communicate with Golden 1 anymore. ****** ****** Fresno CA XXXXX

Business Response: Business' Initial Response
August 2, 2012 ****** ****** Fresno CA XXXXX Re; Overpayment Account # XXXXXX-X Dear Ms. ****** ******, I am in receipt of your complaint filed with the Better Business Bureaus July 21st, 2012. Please rest assured that the credit union takes member comments and concerns very seriously and strives to take prompt corrective action as appropriate. I have reviewed the circumstances surrounding your account. According to the notes, Collections provided a payoff to you March 1st, incidentally the credit of $500 received February 2nd, 2012 was not considered at the time the payoff was quoted, resulting in the overpayment. Per your request, a refund of $62.00 has been deposited to your share account. You may withdraw your funds at one of our local branches or contact me directly to make arrangements for a cashier's check to be issued to you by mail. We apologize for any inconvenience this may have caused. If you have any further questions please contact me directly at XXX-XXX-XXXX x2753 Sincerely, ************** Collections Manager The Golden 1 Credit Union XXX-XXX-XXXX x2753 or XXX-XXX-XXXX

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Consumer is claiming he has attempted to contact the company by mail requesting correction of credit reporting issue related to delinquencies. He is claiming the company reported his account inaccurately, and is in violation of his rights and the FCRA laws. Please accept this letter as a formal complaint that Golden One Credit Union has failed to provide legitimate and legally required evidence of the account they are reporting on my credit report. I requested that they verify this account that is being inaccurately reported on my credit report. The burden of proof is on them, but they have not furnished the complete legally required and requested documentation. They are violating my rights and the laws of the Fair Credit Reporting Act. I have made several requests for their office to provide the complete document necessary to verify the accuracy of this account and they continue to ignore the laws by failing to comply with the regulations of the FCRA and not either providing the complete documents or removing the disputed item from my credit report. I am now contacting your offices for the enforcement of these regulations. Please review the information I have provided and enforce the FCRA by making this creditor remove this unverified and inaccurate account in accordance the with laws and guidelines of the Fair Credit Reporting Act. I have provided copies of all the communication I have forwarded to the company and their responses. I request that you take a serious look at the operations and actions of this company as it seems that they are only concerned with making money and not the accuracy of what is reported on my credit files. Credit reports and the credit scores associated with a credit report are paramount in life as an American citizen. All aspects of life rely on the information reporting on consumer credit reports, whether it is financial, insurance, employment or housing. Please consider this a serious request to investigate the methods used by this company The credit reporting agencies and the credit furnishers need to be held liable for their inability to uphold the laws of the FCRA and the sloppy reporting habits creditors used when reporting consumer accounts. Golden One Credit Union XXXXXXXX This company will continue to get away with these improper, unethical and illegal tactics should your offices do nothing. Please take action and show these companies that operating illegally is not acceptable! Without enforcement, what good do these laws do? Your assistance in this matter is appreciated. Kind Regards,

Desired Settlement: Correction of inaccurately reported account.

Business Response: Business' Initial Response
August 1, 2012 ******* ****** Hanford, CA XXXXX-XXXX RE: BBB Complaint Dear Mr. ******, I am writing in response to the complaint you filed with the Better Business Bureau on July 25, 2012 regarding inaccurate reporting on your credit report. I have reviewed the information that you provided as well reinvestigated our records regarding your account. We show that we have received letters regarding your account and have responded to each of those requests. In summary, your account was opened in January of 2006. In July of 2006 we telephoned you at the number of record and spoke to an individual asking that you contact us. The person that answered the phone advised us that you would not be able to contact us for at least five (5) weeks. In addition to our letters and statements, we continued to try to contact you regarding the lack of payments on your loan and either had to leave a message or when someone answered, they hung up. Unfortunately, the account remained in default as there were no payments received and we had no contact. As a result, we were forced to charge off the balance of the loan in March 2007. We have confirmed that based on all of the information provided by you and obtained from our records that your account is being reported to the credit bureau accurately. If you can provide any specific documentation or additional information that can prove this information is incorrect please send it to us for review.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Failure to send me a bill (twice) resulting in late charges and negative credit information. On May 11, 2010 I submitted payment for $947.08 to pay off my Golden 1 Credit Union VISA Card. October 15, 2010 I received a call from collections informing me I owed $39.00; this was the first time I was informed there was a balance on my VISA. I paid the amount as requested and followed up with two email letters. March 17, 2011 I received another call from collections, this time I was told I owed $58.95; again, I had not received a bill or notification that a balance existed. I discussed this with collections, they waived the balance. I asked to speak with someone because I was concerned about the impact to my credit. I was transferred to credit card services and I was told my account was dormant and I wasn't sent a bill. I demanded the information be removed from my credit report, and after some discussion he indicated the information would be adjusted and I should check in 30 days to verify. No change on my credit report. On July 15, 2011 I called credit services, was transferred two times to a supervisor who indicated bills and statements are a "courtesy" and it was my responsibility to check if I had a balance. Spoke with another representative, claimed he would research the issue and call me back on July 18, 2011. No response. On April 6, 2012 I filed a complaint with the Department of Financial Institutions (DFI) and finally received a response from Golden 1 stating they would remove the negative information from the 3 credit bureaus. I called the collections manager on July 6, 2012 and did not receive a response. As of today, July 13, 2012 the negative information has not been removed. Today I re-submitted my complaint to DFI.

Desired Settlement: In my opinion this credit union demonstrates a complete and total disregard for its customers and good business practices. They have shown absolute distain for DFI's complaint process, making a mockery of the agency's attempts to resolve consumer problems by not honoring their own agreement to rectify the problems caused by their lack of due diligence. Given all I have experienced with The Golden 1 Credit Union I believe a serious examination of Golden 1's collections department practices and employees should be done. I am requesting Golden 1 remove negative information reported to Transunion, Experian and Equifax for the months of August 2010, September 2010, October 2010, January 2011, February 2011, March 2011 effective immediately.

Business Response: Business' Initial Response July 23, 2012 ****** ****** XXXXX ***** Street ******* CA XXXXX Re; Visa Complaint Dear Mrs. ******, I am writing in response to your complaint filed July 13th, 2012 with the Better Business Bureau regarding the credit reporting of your Visa account. I've had the opportunity to recently research and respond to a similar complaint filed by you and have attached the most current response and update of your account. We apologize for any misunderstandings and do appreciate your business. If you have any further questions in regards to this matter, please feel free to contact me directly at the number listed below. Sincerely, ******* ****** Collections Manager The Golden 1 Credit Union XXX-XXX-XXXX x2753 or XXX-XXX-XXXX -------------------------------------------------- July 23, 2012 ****** ****** XXXXX ***** Street ******* CA XXXXX Re; Visa Complaint Dear Mrs. ******, I am writing in response to your complaints filed July 13th, 2012 regarding the credit reporting of your Visa account. Firstly, let me apologize for the delay in responding. The credit union definitely appreciates member feedback. It is comments, such as yours, that help the credit union improve its service. Please rest assured that the credit union takes member comments and concerns very seriously and strives to take prompt corrective action as appropriate. I've had the opportunity to research your account, and was able to confirm a request was processed through our Credit Cards department 4/16/2012 to remove all negative credit reporting. This task was completed however the account had not been used in several years and was flagged as a dormant account. This status prevented the account updates from transmitting over to the Credit Bureaus. We have since isolated the problem and are taking this opportunity to update and enhance our current processes and procedures. Corrections to your credit reporting were re-submitted on July 16th, 2012. On July 20, 2012 I personally reviewed the reporting of your Visa line, and confirmed it is reporting on your credit report as a "paid" account with no late payments. We understand the importance of this matter and will follow up next week to insure your credit report continues to reflect the correct status of the loan. I apologize on behalf of Golden 1 for any inconvenience this may have caused. If you have any questions in regards to this matter, please do not hesitate to contact me directly at the number listed below. Sincerely, ******* ****** Collections Manager The Golden 1 Credit Union XXX-XXX-XXXX x2753 or XXX-XXX-XXXX Cc: Department of Financial Institutions Attention: Consumer Services Sacrament CA XXXXX Ref-XXXXXXX

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Was approved for membership then the decision was reversed for no reason. I was automatically eligible for membership to golden 1 because I am a member of FFA. I was approved for membership and a line of credit over the phone. I was then called and told that the line of credit was approved but the membership was no longer approved. I escalated the matter to a manager but was given no explanation.

Desired Settlement: That my membership to golden 1 be reestablished so that I can open an account and access my approved line of credit.

Business Response: Business' Initial Response June 12, 2012 ****** ****** **** ************ New Orleans, LA XXXXX Dear Mr. ******, Your comments to the Better Business Bureau have been forwarded to the credit union for review and response. Thank you for taking the time to voice your concerns over your recent experience when attempting to open an account. Comments such as yours allow us the opportunity to evaluate the level of service being provided across the organization. I apologize that you did not receive a suitable explanation of why we were not able to accommodate your request to open an account. I have performed an in depth review of the situation and I hope to provide a clear explanation of what occurred. I first would like to explain that you are eligible to apply for membership with Golden 1 due to your membership with FFA; however, this eligibility does not automatically approve you for a membership account. All applicants must qualify for membership and for account opening before an account may be established. To address your interaction with the Member Service Call Center; when the account application was submitted through our qualification system, the number of recent inquiries exceeded the threshold for account approval. The response engine returned as Pending, which required review by our Loss Prevention department to determine if the account may be opened. Unfortunately, the employee processing the request did not follow established protocol and erroneously informed you that the account was approved. After the employee disconnected with you, she contacted our Loss Prevention department and discovered her error, which is when she contacted you to rectify the situation. Your situation has been reviewed in depth and regrettably we are not able to open an account for you at this time. I have also provided a copy of your complaint to the Call Center management team and additional coaching and training have been provided to the employee who assisted you. Thank you, ****** **** Retail Administration (916) XXX-XXXX ext.***** *****@golden1.com

Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.) The response explains their excuse and admits they made a mistake but they still refuse to rectify the situation. At this point the only resolution, especially since they admit to being in the wrong, is to reinstate membership and approve an account for me as it originally was or the complaint will remain open. It's a credit union, which survives on its membership. I can't understand why they wouldn't want a new member with an impeccable track record from other banks and credit unions. Just approve the account and out the whole mess behind you! ***** ********

Business' Final Response June 26, 2012 ****** ****** ****** Santa ****** New Orleans, LA XXXXX Dear Mr. ******, Your comment to the BBB regarding the Credit Union's response to your original communication has been forwarded back to Golden 1. I am sorry that you felt the original explanation was not to your liking. However, as it was detailed in the original response dated on June 12 being in our field of membership simply makes you eligible to apply for an account, it in no way guarantees you membership with the Golden 1. As was also detailed in the response, our Loss Prevention Department has reviewed your history and the number of recent inquiries at other financial institutions exceeded the threshold to qualify for an account. The fact that an employee provided incorrect information to you does not mean that our requirements to qualify for an account with the credit union no longer apply. We are sorry that we cannot offer an account or any loans to you at this time. Sincerely, ****** ****** Retail Administration *****@golden1.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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3/5/2012 Guarantee/Warranty Issues
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8/5/2011 Billing/Collection Issues
8/3/2011 Problems with Product/Service
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