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Description

Golden 1 Credit Union offers checking, savings, and loan services.


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 13 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 31 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

31 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 10
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 19
Total Closed Complaints 31

Customer Reviews Summary Read customer reviews

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

Additional Information

BBB file opened: January 19, 1990 Business started: 06/01/1933 in CA Business incorporated 07/21/1933 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

National Mortgage Licensing System- NMLS

The number is 988202.

National Mortgage Licensing System- NMLS

The number is 857558.

National Mortgage Licensing System- NMLS

The number is 950262.

National Mortgage Licensing System- NMLS

The number is 805938.

National Mortgage Licensing System- NMLS

The number is 230328.

Type of Entity

Corporation

Business Management
Mr. Scott Ingram, Sr. Vice President - Marketing Ms. Donna Bland, President Ms. Desiree Fosnaugh, Strategic Development Manager Ms. Desiree Fosnaugh, Compliance Manager Mr. Bobby Haeussler, Member Experience Advocate
Contact Information
Customer Contact: Ms. Desiree Fosnaugh, Strategic Development Manager
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.


Customer Review Rating plus BBB Rating Summary

Golden 1 Credit Union has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Golden 1 Credit Union for over 40 years and have been using their online banking since it's inception yesterday, 08-09-15, I logged into my online account to access their bill paying feature, but was met by a window with their Privacy Policy. I can't access account to pay my bills unless "I Accept" (the only option) the terms of the Privacy Policy. My account is being held hostage to this Privacy Policy. I have been a victim of credit card fraud twice using the ****/***** card issued by Golden 1. My private and financial information was included in the data "hacks" which included ******, **** *****,the U.S. Postal Service and *********** *****. I suspect that my information was release in the latest OPM "hack" because my retirement benefits are issued through OPM. The Privacy Statement states Golden 1 can share my information without my option to "opt-out" with "affiliated" and "non-affiliated" businesses and financial institutions. There is language included in section 7 of the Privacy Policy which refers to items (a), (b), (c), (d), (e), (f) and (g). There are no items identified by these letters anywhere in the Privacy Policy; they don't exist. I have had a half dozen Privacy noticies from various businesses I have accounts with and all of them give the option to "opt-out" by calling a telephone number or via U.S. Postal Service. I cannot pay my bills now and I am being barred from accessing on online biller accounts and contact information to request paper billing by them because of this "heavy handed" bullying by Golden 1. This is unethical and I believe illegal. Privacy Policies like this are almost always delivered in writing with an "opt-out" provision not by holding your account hostage or freezing the features of the account until you capitulate.

Desired Settlement: I am demanding an immediate removal of the Privacy Policy and correction to their Privacy Policy and an "opt-out" provision and a releasing of access to my account.

Business Response:

August 11, 2015
 
***** ******
**** ****** ** **** ***** ********** **********
 
Dear Mr. *******
 
Thank you for sharing your experience with us. The privacy policy presented to you through online banking on Sunday, August 9, 2015 (dated March 19, 2014) is not the current version of the Golden 1 Privacy Policy and was presented to you in error. The incorrect policy has been removed and you should now be able to access and make payments from your online banking account.
 
Your privacy is important to Golden 1. Our current Privacy Policies (revised 07/15) can be found on our website at www.golden1.com/PrivacySecurity for members to review at any time. This page also provides information about how you can exercise your right to restrict the sharing of your personal and financial information. For your convenience, Golden 1 offers the ability to opt-out electronically. Simply visit *************** and click the California Privacy Act link at the bottom of the page. Then follow the instructions on the screen to submit your selection.
 
Thank you for your many years of membership. We apologize for the inconvenience this has caused you and we appreciate being given the opportunity to correct the situation.
 
Sincerely,
 

 
**** *****
Vice President, Chief Technology Officer
Golden 1 Credit Union

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have repeatedly tried to setup automatic payments everymonth since December 2014. I am dependent on these payments being setup because I am an active duty recruiter and spend 6 to 7 days a week and up to 16 hours a day at work. I have payments setup that transfer the money from my account to a savings account at Golden1 but they have continuosly failed to setup the payment. I can avoid this by manually entering the payment each month or calling each month but due to the hardships my service is causing on my personal life all I'm asking them to do is automatically debit the account to ensure they get their money. I have supplied an alternate cell phone number for my work that I answer 24/7 but they never call.

Desired Settlement: Please call my cell phone: ************ so we can speak about setting up automatic payments.

Business Response:

Dear ******* ********,

Thank you for taking the time to contact the Credit Union with concerns about your account. Member
comments such as yours allow us the opportunity to evaluate the level of service provided across the
organization.

I am writing in response to your correspondence with the Better Business Bureau regarding your
repeated attempt to set-up an automatic payment on your loan. Your correspondence was forwarded to
the credit union on July 22, 2015 for response and resolution.
From your letter, we understand you want your loan payment to automatically be paid upon receipt of
the transfer of deposited funds made to your savings account each month. Your request has been
completed.

We genuinely appreciate you taking the time to share your thoughts and concerns regarding your
account. We strive to provide our members with quality service which includes providing products and
services that meet our members’ needs.

If I may be of further assistance, please do not hesitate to contact me at ************, or email me at
******************* ********** ***** ****** **** ********** ******* ********

7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a vehicle in September 2014 and financed it through Golden 1 however, the loan should not have gone through as the dealership provided, and Golden 1 accepted, a copy of a fraudulent title (which was discovered months later). I've been making payments on a vehicle that is not registered in my name and Golden 1 continues to put this back on me and they are not taking any responsibility for granting my loan with a fraudulent title. The dealership who has the title is refusing to release it (I'm assuming because the dealership I bought it from, who is now out of business, did not pay them for the vehicle) and Golden 1 can easily resolve this by purchasing the title from them.

Desired Settlement: My desired resolution is either 1) Golden 1 refunds my down payment and payments made on the vehicle and in exchange I will turn the vehicle in to them, or 2) Golden 1 purchases the title.

Business Response:

July 20, 2015 ******** ****** **** * ****** *********** ** *****

Dear ******** ******,

I am writing in response to the compliant that you filed with the Better Business Bureau (BBB) on July 16, 2015 regarding the title and registration on the vehicle in which you have a loan with Golden 1. I wanted to let you know that we have been diligently working to get this issue resolved. As you are aware the title that we accepted in good faith did turn out to be altered. We are working with a Department of Motor Vehicles Investigator as well as contacting the insurance company for the dealership to either get a perfected title/registration or proceeds to pay off the loan. We understand your frustration and are doing our best to get this resolved as quickly as possible. I am very aware of the situation and I am monitoring it closely. If you have questions about this please feel free to contact me directly at ###-###-####.

Sincerely,

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

Manager, Loan Servicing

Business Response:

This response provides a status update on a situation the Credit Union is already aware of and working on to resolve.

Consumer Response: I am rejecting this response because:  I recognize that the Golden 1 Credit Union is working on a resolution with the DMV and the dealer's insurance company.  However, this has been going on since January and I still do not have the vehicle registered in my name.  I did not even aware there was an issue until I physically went into the Golden 1 branch 90 days after I acquired the vehicle.  No one from Golden 1 contacted me to let me know there was an issue with the dealer and vehicle registration.  To this day no one from Golden 1 has contacted me.  I've always had to reach out to them.  I understand the position that Golden 1 is in however, they are not the ones having to drive a vehicle with no registration.  It is my understanding that in order to legally sell a vehicle in California you either need the title or a DMV REG 227 (Application for Duplicate or Paperless Title). Neither of which was accepted by Golden 1 and a copy of a title is not sufficient.

I tried to set up a meeting with someone with the vehicle loan services department at Golden 1 however, their escalation service department were very rude and refused.  They offered to forward my call to vehicle collections but I do not feel that is the best resolution.   I have done everything in my power to get this fixed but it is out of my hands.  I am hopeful that this will be resolved as soon as possible.

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/12/15 I started refinance process & have been put through a terrible experience resulting in a HUGE FINANCIAL NEGATIVE IMPACT. Specifically, I contacted G1 to inquire on refinancing some properties. **** ******* called me & set up a meeting at local branch. He gave me a list of docs to bring. On 3/13/15 I met with **** at the branch & gave him all of the requested docs/information.On 2/16/15 I emailed **** to ask if he had quotes ready. He replied property **** **** ** was complete & would be 3.125% for a 15 yr loan & 3.75% for a 30 loan, both with no points. He said the other properties would be the same. I told him I wanted to lock in the 3.125% 15 yr loans.On 2/17/15 I told **** to move forward. He replied he needed to add all of the 4 properties to the application.Next 2 weeks, **** requested more docs which I immediately provided.On 3/10/15 I asked **** why I had not seen docs for the other 3 properties. **** replied he wanted to wait for the rate to come down. I got very concerned & contacted ***** ***** to complain.On 3/13/15 I contacted **** ****** to complain about ****'s lack of progress. This is where I learned that **** had not started processing the 3 other loans & in fact **** had not locked in the interest rate at 3.125% for a 15 yr loan for any property as I had specifically requested. **** also informed me that now the interest rates were at 3.5% for a 15 yr loan. I expressed my disagreeing with this as it was not my fault. **** assured me he would make it right once the loans were approved. I request **** removed from my loans.On 3/17/15 **** assigned ***** ******* to take charge of the loans. ****** ****** & **** ********* also got involved. I am requested to provide all documents again. I immediately do.3 more months of G1 delays & on 6/23/15 **** sends this;#1-3.25%+$4534 in points#2-3.25%+$2430 in points#3-3.25%+$5750 in points#4-3.25%+$5167 in pointsAlmost $18,000 in extra points charged to me for G1's fault & HIGHER RATE. Why? Its not my fault.

Desired Settlement: I request Golden 1 to make it right an honor the loan terms I should have got if **** and **** would have just done their job. The interest rate should have been locked for all 4 properties at 3.125% for 15 yr loans with no points. The processing of these loans should have only taken up to 30 days. The delays were at no fault of mine. ****, ****, *****, and **** ******* all admit that this situation was caused by internal Golden 1 issues. Why do I have to pay for their mistakes.HONESTY.

Business Response:

Dear Mr. ******, We are in receipt of your complaint filed with the Better Business Bureau (BBB) related to your experience with the four (4) current loans you have in process with our Home Loans Division. After careful review of the documents you provided along with your comments, we have decided to honor the original rate quotes you represented that were given to you by our Home Loan Advisor in March of this year. For clarity, the following is what has been approved:

Loan ***** * **** * ***** **: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.

Loan ***** * **** * ******* ***: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan. 

Loan ***** * **** * *******: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.

Loan ***** * **** * **** **: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.

Should you have any additional concerns, please do not hesitate to address them directly with me. We sincerely hope this resolves any concerns  you have with our organization, thank you for giving us the opportunity to

correct them to your satisfaction. 

5/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Regarding my checking acct on this golden1 credit union I requested automatic stop payment on my checking they charge me certain amount but the problem is golden 1 credit union continue to honor the transaction even though there is a stop payment and continue to charge my acct until it is insufficient theny accout become negative without even notifying me then they close my checking accout without any notice when I called customer service they are not helpful at all.

Desired Settlement: Returned all insufficient fee and reinstate my checking acct and an apology since they are the one who made a mistake on my account. They should educate their staff to be more knowledgeable dealing with customer service.

Business Response:

May 21, 2015


***** *******
*** **** ******* **** *********** *** *****
 
 
 
Dear Ms. *******,
 
I am writing in response to your correspondence with the Better Business Bureau on May 14, 2015 regarding a stop payment placed on your Golden 1 Checking Account.  Your correspondence was forwarded to the credit union on May 15, 2015 for response and resolution.
 
On April 14, 2015, we erroneously returned an ACH payment to Dental SB Financial for the reason of “Non-Sufficient”“, instead of “Stop Payment”, as you had intended.  Unfortunately, this error caused a fee to be charged to your account of $27.50 and pulled your account negative, resulting in the closure of your account.  We have corrected this matter by reopening your checking account and reimbursing the fee of $27.50, brining your account to a positive balance. We sincerely apologize for any inconvenience this may have caused.    
 
We genuinely appreciate you taking the time to share your thoughts and concerns regarding your account. We strive to provide our members with quality service, which includes providing products and services that meet our members’ needs.
 
If I may be of further assistance, please do not hesitate to contact me at ###-###-####, or email me at *******************  
 
 
Sincerely,
 

 
***** ******
Vice President, Account Services
 

5/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a car a month ago through *** **** Chevy. Golden1 picked up the loan. Unfortunately the dealership filled out the credit application with the wrong information. Spoke to customer representative *****, she was no help whatsoever! I understand for security reasons you cannot provide information, but if I'm telling you there is an error at least have some common courtesy to help your customer out! It seemed as if she did not care whatsoever in order to help me out. Her tone of voice was poor. She transferred me to ****, she was a bit better but also just did not seem sympathetic. Bad customer service and shame on you! Why do I need to go out of my way to fix something that was out of my control!

Desired Settlement: Better customer service!

Business Response:

May 7,  2015
 
 
 
Francisco Bango ******
7115 Cedar Creek Road
Corona, CA 92880
 
 
 
Dear Mr. ******,
 
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 our organization.   We apologize  you were met with  such difficulty  when attempting to discuss your loan with representatives in our Contact Center.
 
At Golden 1,   the security of our members' accounts and information is of the utmost importance to us.   Due to the heightened  risk of identity theft, our employees are required to follow established protocols when identifying individuals over the phone.   It is a constant balancing act to maintain security while providing excellent service.   In situations where our employees are presented with a verification issue that is outside of standard guidelines, they are directed to obtain assistance before turning the caller away.   I   apologize that this did not occur during your calls into our Contact Center.  Your comments have been provided to the Contact Center Management team so they are aware of the complications you encountered; additional training and coaching will be provided as needed.
 
While researching this complaint, I   came across another call that took place approximately 1    week prior to the calls referenced above.   I  found that the employee assisting you that day was able to determine the cause of the discrepancy and obtained approval to complete verification using alternate identifying questions.  The individual assisting you that day sent out a new Application for Membership so that we may obtain  accurate information  on your account in order to prevent this issue from occurring in the future.  When returning the completed and signed form,  please be sure to enclose a photocopy of your valid ID.
 
I   have placed a note on your account to inform other representatives of the discrepancy to prevent additional issues while  working to correct the information.   Once again,  thank you for bringing your concerns to our attention and we apologize for any frustration or inconvenience this situation has caused.   We value your membership and look forward to exceeding  your service expectations in the future.
 
 
 
 
 
Sincerely,
 
 
 
 
 
 
~
-    Credit Union
****** **** I  Channel Administration
Golden 1   Credit Union
E  *****************

4/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a payment on my account on February 27, 2015. I commonly make the payment using the online payment system. The payment system was not working properly and transferred me to a customer service agent the customer service agent, guaranteed be that the payment was not deducted, and processed the payment herself. Looking at my account the payment was deducted twice on the same day for $500.00. I have been on the phone for an hour trying to get the payment reversed. I have at this point spoke to six different people, I keep getting passed around, because nobody know what they are doing. I am being told the money can be put in a savings account and applied to next months bill. Then how am I suppose to pay my other bills. Golden 1 made the error, yet they are refusing to return my money.

Desired Settlement: I want the money put back in my checking account.

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 that is being provided across the Credit Union.  We apologize you have been met with such difficulty when attempting to rectify the payment issue you encountered.

 

In reviewing your interactions with our staff, I was not able to locate any discussion where an employee confirmed the first payment you attempted would not be processed.  While you spoke with multiple individuals in an effort to resolve this issue, I was able to confirm that two individuals attempted to assist you on March 5th, yet you did not accept their solutions and disconnected the calls. 

 

We can understand how frustrating this situation must have been; however, we do not have the ability to send the funds back to your other institution electronically. The only option available to us is to deposit the funds into your Savings account. From there you would need to withdraw the funds and then make a deposit to your other account.  The payment was ultimately reversed on April 8th in response to a recall request received from ****** ****; since Allied processed the return, they were able to credit the funds to your other account.

 

We are sorry that you were not satisfied with the resolution options available, but we are glad that you eventually were able have the funds re-deposited at your other institution.  I have provided your comments to the business area responsible for our check-by-phone service so they may look into this process for future enhancements.  Once again, thank you for bringing your concerns to our attention.  We value your membership and look forward to restoring your faith in Golden 1.  

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently opened a Golden 1 credit card and a Golden 1 checking account. Golden 1 has frozen my checking account and refused to either lift the freeze or cancel my account, effectively confiscating my funds.In January of this year, there was a promotion at *****'s for double fuel points for every $1 spent. I took advantage of the promotion to buy some gift cards at *****'s using my Golden 1 credit card. After several such purchases, Golden 1 suspended my credit card citing unusual 'cash advances' purchases and concerns regarding identity theft.As a result of the suspension, Golden 1 removed my online checking account access and placed restriction on the account, effectively freezing access to my checking funds. I have called Golden 1 on 6 separate occasions and offered to provide all necessary information to prove that the purchases were indeed made by myself. I was told on 3 separate occasions that Amy, the representative in charge of my case at the Loss Prevention department, would get back to me within a week. So far I have yet to receive a single call from Golden 1. In fact, the last time I called Golden 1, even the front line customer service representative was shocked that the Loss Department had done nothing in two months.I fully paid my Golden 1 credit card balance at the end of January. When I called and asked to lift the suspension in light of the fact that the credit card is fully paid, I was told that the Loss Prevention Department still needed to investigate the incident. I requested to cancel the card and get my checking account funds back, and customer service said that cancellation is not possible because Loss Prevention still needs to investigate. I helpfully pointed out that since my credit account is fully paid, there is no longer any loss to prevent and that we could all save the Loss Prevention department some work. That line of reasoning was not appreciated, and I still was not allowed to close my checking account.So, at this point, I have no access to my checking account funds and I have no idea of when I am expected to see my funds again.

Desired Settlement: I would like Golden 1 to either lift the suspension on my account or to cancel it entirely and refund me my checking balance.

Business Response:

Dear *** ******,

I am writing in response to your correspondence with the State of California Department of Business Oversight (DBO) regarding your credit card experience. This was forwarded to Golden 1 Credit Union for response and resolution.

Golden 1 continuously monitors account activity for potentially fraudulent transaction to maintain the integrity of the credit union and to protect our members' assets. The large gift card purchases made on your account in January with your new Golden 1 credit card caused your account to be restricted while Golden 1 completed the verification process for these transactions.

As you requested in your correspondence with the Department of Business Oversight, your accounts have been closed. You should receive a check in the mail for the balance in the account within 2-10 business days.

If I may be of further assistance, please do not hesitate to contact me at ###-###-####, or email me at *******************

Sincerely,

***** ******

Vice President, Account Services

1/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Following the death of a Golden 1 customer, Golden 1 (with the exception of one individual) has been extremely lackadaisical, insensitive and manipulative. Communication between the departments and the estate has been horrendous. The estate has had to pay the penalties for inexplicable mishandlings. Thousands of dollars from the deceased person's account was used at Golden 1's discretion without explanation to the estate. The beneficiary, along with the executor of the estate at the time requested explanation of the fund distribution, however information was not provided. Numerous calls were not returned. The estate knew the deceased had funds with Golden 1, but did not know where the funds had went. Since there was no explanation to the allocation of the funds, there was reasonable reluctance by the estate to make payments on an account that did not have explanation. As the beneficiary made efforts to retrieve account information, Golden 1 told the beneficiary and executor of the estate it could not communicate with the beneficiary. However, when Golden 1 saw fit to communicate with the beneficiary, the beneficiary received calls from collections in efforts to collect on their end. The beneficiary directed Golden 1 to the executor (through phone and email), but the executor was not able to get the summary of account activity, thus increasing reluctance due to lack of transparency.Nearly eight months after the death of the account holder, a noteworthy Golden 1 representative was able to retrieve and distribute the account history. This summary noted over $19,000 was handled by Golden 1 without notifying the estate. Yes, $19,000 explained 8 months later. Thus, reinforcing why the estate felt reluctant.Since then, the CA probate court switched the beneficiary to handle the estate and upon appointment, he has called Golden 1 twice and left a message both times in efforts to resolve and pay dues, but the calls have not been returned. Called: 11/17/14- 4:17 pm, 12/1/14- 9:09 am

Desired Settlement: Allow the estate to repay the dues less the penalties assessed while calls were not returned, communication wasn't valued and information was held from the estate. There needs to be an individual working directly to evaluate and repair the holes in the process. Instead, Golden 1 has continued to pass the matters from one individual to another without conscientiously taking ownership and acknowledging the burden it has caused the estate of the deceased.

Business Response: December 9, 2014     
 
 
Mr. ******* ********
*** **** ******* ********* **** *** ********** ********** *****
 
 
Dear Mr. ********:
 
Golden 1 Credit Union (the “Credit Union”) is in receipt of your complaint to the Better Business Bureau dated December 1, 2014.  In the complaint you state that Credit Union representatives were unprofessional and that interdepartmental communication was non-existent.  You state that money was taken from the decedent’s account at the Credit Union’s discretion without a proper explanation to the estate.  You state that an explanation of the fund distribution was not given until eight months after the passing of the decedent.  You also state that the Credit Union informed you and the executor that it would only communicate with the executor; however, you, in your role as beneficiary, continued to receive collection calls.  And, finally, you state that the Sacramento County Probate Court contacted the Credit Union by telephone two times but those calls were not returned.
 


A-05 (11-19-12)The Credit Union is very familiar with your case.  The Credit Union acted in a professional manner during all of its interactions with you and the former executor of the estate, Ms. ***** *******.  The Credit Union was responsive to all telephone and e-mail communication.  The interdepartmental communication was handled expeditiously and calls were returned within the same business day with few exceptions.     
 
To state that the Credit Union was not being responsive to the estate’s requests for an explanation of fund distribution (or the “offset of funds”) is not accurate.  On February 7th, 2014, the former executor, ***** *******, requested mortgage statements and summaries for the decedent’s accounts.  The Credit Union satisfied that request by e-mail on February 7th, 2014.  On March 7th, 2014, the former executor, ***** *******, requested the histories for the auto loans and cash accounts.  The Credit Union satisfied that request on March 10th, 2014. 
 
It should be noted that an executor for the estate was not identified until November of 2013 and the requests for the mortgage statements, summaries and  account histories occurred more than seven months after the decedent’s passing on July 21st, 2013.  All requests for account activity were satisfied within three business days.  Additionally, the Credit Union never discontinued the monthly statements being delivered to the decedent’s address.  The monthly statements included the detailed transactions that occurred. 
 
Your statement that the Credit Union would not communicate the decedent’s account information to the beneficiary is correct.  The Credit Union advised you on a number of occasions that it could not release information to you in your capacity as a beneficiary and that all communication must be made by and to the executor of the estate.  The Credit Union outlined its position in a January 14th, 2014 complaint response (which is attached for your review).  The collection calls referenced in your complaint were made to the contact number established by the estate.   
 
At this time the Credit Union is unaware of any calls from the Sacramento County Probate Court.
 
The Credit Union is a member-focused organization and strives to provide excellent service, integrity and respect in all of its member and non-member interactions.  If you have any questions, comments or require further clarification regarding this or any other matter, please do not hesitate to contact me.    
 
Respectfully,
 
*** *********
Manager, Member Care Loss Mitigation
E-mail: ********************************  ************

Consumer Response: Please note: This response is a summary of our position refuting the Golden 1’s inaccurate claims in the initial reply.  In efforts to thoroughly explain the inaccuracy of Golden 1’s claim and the filing of this complaint, it was necessary to include an attachment that addressed each of Golden 1’s claims and provided supporting documents to illustrate the inaccuracy of claims made.  Please refer to the attachment for further understanding.
 
***,
I want to begin this response by thanking you for taking time to respond to my areas of concern.  It should also be noted that ***** ****** deserves positive recognition for her assistance with the executor during the process. 

I,too, recall our brief email conversation in which I received your reply in January of 2014 to a complaint I submitted on December 27, 2013.  It should be noted the complaint response submitted in December of 2013 was in reaction to lack of communication and withholding of critical information to myself and the authorized executor.  It wasn’t just my request that were unsatisfied, but it was the executor’s on behalf of the estate. 

My efforts to direct correspondence to the executor were ignored.  The executor was ignored.  Even my email stating the executor was being ignored was ignored. 

It will be shown through the email attachments that an alarming amount of your points in your response are inaccurate.  One point in particular draws the most concern and further supports the position of substandard communication to the point of insensitivity.  You state, “The requests for the mortgage statements, summaries and account histories occurred more than seven months after the decedent’s passing on July 21st, 2013.”  This inaccurate and can be proven through the attached emails.  The requests happened the same month the executor was acknowledged by Golden 1, significantly before your time of
reference.

From the perspective of the estate, lack of communication was seen as the underlying problem.  Here are the different groups we
identified: 
-Branch members who acknowledged the death without accepting the death certificate (yet took steps to notify
Golden 1 to close the account by July 30).
-Branch representatives who did not return general phone calls
-Representatives who ignored emails
-Representatives aware of our requests
-Representatives that were cordial in assisting that should be commended (such as yourself and *****)
-Misinformed, yet well-intentioned members who were aware of complaints, but unaware of past occurrences
-Representatives/collectors who had no idea of our efforts and requested to speak to Loretha Ford (who is deceased)

 In all, I stand by my statements.  The estate made good faith efforts to resolve the balances. Requests were not addressed.  The estate’s requests were made clear and
promptly after acknowledgement of the executor.  My efforts to notify Golden 1 of the executor’s contact information, as well as critical information requested by the estate were ignored.  Even efforts that did not particularly address the decedent’s account details were ignored.  Correct, the detailed summary of the account
was provided on March 10, 2014.  However, this came far too late after the executor requested full summaries the same month of acknowledgement, far too late after numerous follow-ups, far too late after abrasive calls from uninformed collectors, and far too late after the distribution of nearly $20,000 the estate had no accounting of until eight months after their loved one’s passing.
 
Please keep in mind that the estate was/is persistent in expressing areas that has made us feel uncomfortable because we do not want this being viewed as acceptable the next time individuals have to come together to protect the assets of their loved ones.

 
Special Note:
Although lengthy, the attachment is thorough.  I ask whoever is reviewing this packet to thoroughly look through the attachment.  To analyze and disprove the claims required explanation and supporting documents had to be filed into an attachment. The attachment will include statements made by Golden 1 in response to the initial
filing with the BBB.  These statements will be accompanied by highlighted (through underlining), supporting documents that prove Golden 1’s
claim is inaccurate.  The supporting documents will identify concerns with communication while the estate incurred costly penalties simply trying to gain understanding. 

Regards,
*** ********
  

Business Response:

December 22, 2014

Mr. ******* ******** *** **** ******* ********* **** *** ********** ********** ***** Dear Mr. ********:

Golden 1 Credit Union (the “Credit Union”) is in receipt of your rebuttal to the complaint response via the Better Business Bureau dated December 18, 2014. In the rebuttal you state that Credit Union representatives were either slow to respond to or ignored communication from the Executor identified as Susan Bohlken (and the Beneficiary identified as ******* ********). The Credit Union firmly asserts that it was responsive to all communication from the Executor of the Estate of Loretha Ford and the rebuttal to the Credit Union’s response and the attachment does not contradict this assertion. The Credit Union politely communicated to the Beneficiary on a number of occasions both telephonically and in writing that it was unable to discuss account information to you the Beneficiary. It was evident that the Beneficiary was discouraged by the Credit Union’s response(s) and persisted to contact other parties in the Credit Union unfamiliar with the case in order to glean information. It should be further noted that the attachment intended to support the claims in the rebuttal actually prove the Credit Union’s assertion that correspondence was not initiated by the Estate of Loretha Ford until the middle of November, 2013.

The earliest e-mail included in the rebuttal attachment occurred on November 19, 2013. The Credit Union has maintained throughout the dialogue that the Executor of the Loretha Ford Estate was not identified until several months after Ms. Ford’s passing and that it responded immediately to the Executor’s requests when those requests were submitted. The Credit Union provides a summarized timeline of all communication: Date Communication November 15, 2013 The Credit Union received and forwarded the Executor’s court authorized appointment for the Estate of Loretha Ford to its servicer, ***********, on the same date. November 18, 2013 The Credit Union received an e-mail from the Executor for a teleconference. November 19, 2013 The Credit Union received an e-mail from the Executor advising that *********** had no record of the authorization. November 22, 2013 The Credit Union received a status request for the mortgage accounts from the Executor. November 25, 2013 The Credit Union provided the Executor with a status of the mortgage accounts. November 26, 2013 The Credit Union advised the Executor that *********** would mail the mortgage statements; it was subsequently verified that the statements were sent. December 8, 2013

The Credit Union e-mailed copies of the equity statements to the Executor. December 9, 2013 The Executor requested statements to be sent directly to the Beneficiary. The Credit Union advised that it could not comply with the request; and, informed the Executor that all statements would be sent to the Executor – the forwarding of the statements to the Beneficiary was the Executor’s responsibility. December 27, 2013 Beneficiary files a complaint with the Credit Union. January 14, 2014 The Credit Union responds to the Beneficiary’s complaint via e-mail. [Note: The Credit Union responded as a courtesy although the Beneficiary had no rights to act on behalf of the Estate and no rights to the the information contained in the decedent’s accounts.] January 31, 2014 The Executor contacted the Credit Union for online access to the accounts but was advised that access was revoked due to the charge-off of the equity account. February 5, 2014 The Executor requested a change of address for the monthly statements; the request was processed the same day. February 7, 2014 The Executor requested and was provided copies of notices mailed to the subject property. March 10, 2014 The following was mailed to the Executor by request:

• Statements for Checking, Savings and Money Market accounts from July 1, 2013 to November 20, 2013

• Copy of the Notice of Repossession for the 2005 Jaguar S Type dated November 20, 2013

• Payoff Demand Letter for the 2005 Jaguar S Type good through March 31, 2014

• Copy of the Equity Visa statements from July 2013 to September 2013 for the property located at 4311 Malay Drive, Sacramento, California 95841

• Copy of the Deed of Trust and Attachment A for the property located at 4311 Malay Drive, Sacramento, California 95841

• Copy of the Equity Visa statement from July 2013 to December 2013 for the property located at 6344 Port Gibson Port, Citrus Heights, California 95621

• Copy of the Deed of Trust and Attachment A for the property located at 6344 Port Gibson Port, Citrus Heights, California 95621 March 12, 2014 Printouts of the total amounts due for both the Malay and Port Gibson properties e-mailed to the Executor. March 13, 2014 Copies of the Default Letters e-mailed to the Executor. March 17, 2014 E-mail received from the Beneficiary requesting how funds were distributed [Note: The Beneficiary’s e-mail ignores the January 14, 2014 instruction that the Credit Union would not communicate account information to any party other than the Executor.]

The Executor was advised to contact the Beneficiary and remind the Beneficiary that the Credit Union will not communicate with anyone other than the authorized party, the Executor. March 19, 2014 The Executor requests and receives a copy of the Credit Union’s Account Disclosure policy. March 28, 2014 Request to waive all fees on the auto loan from the Executor is denied. April 16, 2014 The Executor requested assistance with the Credit Union’s servicer, ***********, for a check-by-phone transaction. The Credit Union contacts *********** and arranges the check-by-phone transaction as instructed. The Executor advised that the properties would be transferred to the Beneficiary in approximately three to four months and the Beneficiary was instructed by the Executor to make arrangements to bring the accounts current. June 30, 2014

The Executor advised that she is still receiving collection calls. The Executor was advised that so long as the Credit Union accepted less than the amounts due on the accounts and the accounts had outstanding balances owed – the collection calls would continue. August 5, 2014 The Executor was advised that August was the last month the Credit Union would accept anything less than the full balance owed.

August 27, 2014 The Credit Union instructed *********** to accept the Executor’s August payment. November 6, 2014 The Credit Union contacted *********** Client Services to forward the court appointment of Beneficiary to Administrator with Will Annexed, recorded on October 27, 2014, and to grant access to account information as an authorized party. The Credit Union maintains that it acted appropriately and that the complaint and its rebuttal to the Credit Union’s response is without merit. Finally, it should be noted that the Credit Union continued to send the monthly statements to the decedent’s address without interruption, and that the Executor and Beneficiary had access to those statements. The Credit Union considers this matter now closed. If you have any questions, comments or require further clarification regarding this or any other matter, please do not hesitate to contact me directly. Respectfully, *** ********* Manager, Member Care Loss Mitigation E-mail: ********************** Telephone: ###-###-####

Consumer Response: To whom it may concern:
I am trying my best to efficiently illustrate where the frustration on behalf of the estate rests.  I would like to draw attention to my continued use of “all.”  All information was requested by the executor and all information was provided months after the requests.  Even though Golden 1 closed the accounts and distributed the funds, Golden 1 could only discuss the account once the executor was appointed by the estate.  It may or not be known that the executor is not formally acknowledged until months after the decedent’s passing, as various documents must be pushed through the system.  Nonetheless, the executor hastily presented the documents the very month (November 2013) the State of California presented the documents.    

In my previous response, I sited exactly what was written by Golden 1 and provided documentation of the several inaccurate claims made.  But for the sake of simplicity and keeping this response compact, we can omit the written statement by the executor stating she wanted to grant me access to the accounts.  We can also omit further discussing my
ignored attempts after her request to allow me to communicate with Golden 1.  We can even omit whether or not it was the executor’s third attempt for all information since she was appointed as executor. 

The events that must be relevant and documented are as follows:  The decedent passed in July.  Golden 1 closed the accounts in July.  The courts promptly began processing the
documents and completed processing in November of 2013.  The executor presented the necessary document to Golden 1 in November of 2013.  In November of 2013 the executor requested from Golden 1 all information and activity.  All information was provided to the executor March of 2014, months after costly penalties had been assessed.

Since the decedent’s passing, the estate wondered of the activity in the deceased accounts.  Even though Golden 1 distributed funds and closed the account the month of the decedent's passing, the estate respected due process for the State of California and Golden 1 and waited patiently for documentation to formally present the executor. 
The inability to acknowledge the executor presented the documentation promptly and virtually as hastily as the system would allow comes across as
very insensitive and misinformed on behalf of Golden 1.   The executor/estate did not wait and requested all information soon after granted permission.

Here is a compacted timeline of relevant events and time periods which can be supported through documentation:

July 2013- Passing of decedent

July 2013- Golden 1 closes accounts (acknowledging passing without any presentation of documentation)

July 2013 to November 2013- Court filings are made with the state of California to appoint the
executor (It should be noted and not forgotten that it takes months for these documents to be processed through the state)

November 2013- Executor appointed by the State of California

November 2013- Executor acknowledged by Golden 1

November 2013- Executor requested information

November 2013- Further correspondence to Golden 1.  It should not be dismissed as simply an initiation of the first correspondence.  This was the point where
the executor made it known it was her third attempt.   The executor made it known in writing becauseher previous attempts (made promptly after her appointment) went
unfulfilled.  At this point, which was still within a month of her appointment, she wisely decided to note the lack of communication.  The correspondence asked
for all statements and activity (supported by the previously submitted attachment).  Once again, I would like to draw attention to my continued use of “all.”

March 10, 2014- All information was provided through official statements.  The first official statement of nearly $20,000 in funds is provided.  This date is acknowledged by both parties (supported through our correspondence) as when all the information was provided.

 
It does not appear we disagree on the date of March 10, 2014, as for when all information was provided.  Perhaps the disagreement is when all information was requested. 
The documentation provided shows the executor requested all the account information and activity on November 18, 2013.  The executor acknowledges it was her third attempt. 
All information requested November 18, 2013.  All information provided March 10, 2014.

If there is a reason why there is nearly a four month window between when the executor made her request and when all information was provided, explanation would be very beneficial for the estate.  If there is a misunderstanding as to what the executor meant by “all information,” explanation would be very beneficial for the estate.  If there is any reason why November 18, 2013, should not be acknowledged as the executor’s third attempt (or first documented
according to Golden 1’s rebuttal), it would be very beneficial for the estate to know why all information and activity was not provided until March 10, 2014.

The confusion and frustration remains the same.  There simply were too many assets and liabilities for the estate to not have thorough understanding until months after acknowledgement and requests.  

 

Regards,
******* ********



Consumer Response:

Hello *******,
Thanks again for the call yesterday afternoon which allowed for me to clarify the situation.  Listed below is what are considered as incorrect penalties assessed and should be credited for resolution.  I would also like to clarify that what I am seeking as reimbursement is not intended to be "pocketed" for my own leisure.  It is my full intention to have whatever could be credited to go directly to the business and bring the mortgages current.  As soon as resolved, I am ready to make payment.
I am seeking:
-A detailed description of the late fees assessed since the decedent's passing on July 21,2013 (late payment fees, attorney fees, processing fees, etc.)
Reasoning:
I wrote checks from my personal account for several thousand dollars to keep the properties from going into foreclosure.  I paid to stop the foreclosure process that began after the business knew of the decedent's passing and months before requested information was provided.  I was told to write a check for a specified amount, but received no receipt or official documentation for the paid.  I have requested the information twice and have not received the information yet.
-Reimbursement, credit or waiver of the fees assessed while trying to get this matter resolved
Reasoning:
The reason why these resolutions are considered fair and necessary at this point is because penalties were being assessed while valuable information was being requested by the estate.  The courts of the State of California recognizes the executor with the responsibility to protect the estate in the best interest of the deceased and beneficiary/beneficiaries.  The absence of necessary information and communication impeded the executor's ability to make accurate assessments of the account activity regarding the assets and liabilities.  
The explanation of nearly $20,000 in funds several months after requests is inexcusable from the perspective of the estate.  As such a large amount of the decedent's assets were unaccounted for, it raises speculation from the estate as to how much more funds had to be shoveled out in hopes the business would eventually provide a detailed accounting of current and past activity.  This detailed accounting of the nearly $20,000 did not come until March 10, 2014, nearly eight month's after the decedent's passing, eight months after the business closed the account, and four months after the court-appointed executor requested all information.
The estate is still seeking resolution and has informed the business of the estate's intentions to pay the past due amount once the unnecessary fees are addressed and resolved.  Due to a lack of communication and understanding, the estate is still incurring fees while trying to point out the multiple unresolved problems.  I requested the help, trust, and professionalism of The Better Business Bureau in efforts to expedite resolution and value to my concerns.  As stated on the phone, by simply paying any late fees during this debacle, it would send the message to the business that it was okay to withhold, ignore, and penalize during a period when the estate is trying their best to protect the legacy of their loved one.  This is in hopes that future individuals have their matters addressed with better communication, courtesy, professionalism and respect.
If there are any questions, please do not hesitate to contact me again.  I will gladly provide any information that will allow you to better resolve this matter.
Regards,
*** ********

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I do not agree with the charge withdrew from my golden 1 checking account for 450 for a loan process that was denied because they didn't to a correct job. The denial said it was because of insufficient income? I send my tax form from 2003 with my ADJUSTED INCOME OF 16,000 a year not my GROSS income, base on this they denied without letting me explain, I was working before as Medical Assistant making around 32000,no sense to change to a job as Certified Medical Interpreter to make 16k per year.Income basic question that has to be done at the beginning to start with a loan, If the loan advisor who knew my job, income, should told me that there is no way a can prove my income with checks as independent contractor, I should never agree to continue with the process, it was the opposite, having an excellent credit of 782, she make me think it was going to be approve with no problem but just in case myself reject the loan I will have to pay 450 but not to worry about this. My loan was denied mainly for insufficient income, which is not true, they did not request or ask so I can clarify. Other DISCREPANCIES:Too many accounts open? I only have 4 and I don't owe much at those accounts, I'm very good at doing my payments on time to avoid interest. At best buy, I have 6 months to pay without interest so I'm not in a hurry to pay in total and I asked **** ****** and she told me that it was fine to have these accounts for good credit.I have several emails, I sent to Edgar Buenrostro (Loan processor) that he never responded back including the request of the new appraisal, never send to me.I received documents to sign electronically in 12/12 but I told them I want them written and to send them by mail, which they never did.12/15/14 I received an email about a probable credit of 375 for closing cost.And, just suddenly I receive another email 12/16 were the loan was denied by the underwriter. And in 12/23 they withdraw 450 from my golden checking account. Appreciate attention to this matter.

Desired Settlement: They didn't give me time to dispute denial, no attention about my Income, GROSS not ADJUSTED income ( I have 2 accounts one with Golden 1 and another one with Wellsfargo.I will prefer to have complete reimbursement of 450 or at least half of it.Thank you, *****.

Business Response: 1/06/2015 Mrs. ***** ****** 5*** ** ******* *** *********** *** ***** Dear Mrs. ******, At Golden 1 Credit Union, we take pride in ensuring our member’s satisfaction. Upon thorough review of the situation we will be issuing a refund of the appraisal fee you incurred to your checking account ending in *655. We deeply value your relationship with Golden 1 Credit Union and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to contact me directly @ ###-###-#### or at *******************. Sincerely, ******* ****** Manager, Home Loan Operations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

11/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 15, 2014 I got 2 unauthorized transactions on my Golden One checking account:9/15/2014 Withdrawal POSWithdrawal at SQC******* ******* 0 ********** CA USNot Categorized-$100.00 9/15/2014 Withdrawal POSWithdrawal at SQC******* ******* 0 ********** CA USNot Categorized-$90.00The Visa Fraud Protection for Golden One contacted me and verified that these transactions were indeed fraudulent. The credited me back my money on Sept 22, 20149/22/2014 DepositChecking Deposit VCK PROV CRDT 15SEP14Not Categorized $90.009/22/2014 DepositChecking Deposit VCK PROV CRDT 15SEP14Not Categorized $100.00I was proud of my bank and relieved that it was resolved. Just recently the Visa Fraud Protection from Golden One took out that money AGAIN and said it was my charges when I know that it wasn't. 11/13/2014 WithdrawalDeposit correction REV PROV CRDT GIVEN 25SEP14Not Categorized-$90.0011/13/2014 WithdrawalDeposit correction REV PROV CRT GIVEN 25SEP14Not Categorized-$100.00Golden One gave me phone number that wasn't even legit and told me I had to attest those charges myself. They made me feel like a liar. And told me they couldn't credit me. I am so disappointed because I loved this bank. But this is unacceptable. Not only did I get scammed from some total stranger, but Golden One Credit Union scammed me for a total of $190. I can't even attest it because like I said, the number G1 gave me wasn't even legit.Such a disappointment...

Desired Settlement: I would like a total of $190 credited back to me. If that is not possible (which Golden One Credit Union clearly said they would not do), then I would like to file a complaint on that bank.I would not like any other hard working citizen to be scammed for their money at Golden One Credit Union.Thank You- ***** **** *******

Consumer Response: I just want to say THANK YOU for responding so promptly to my complaint. It was the 1st time I've contacted you. Not only did I get my money back, but Golden One Credit Union called me & deeply apologized for the fraud charges and mistreatment from their customer service department.

Thanks to BBB of Northern CA, I never closed out my account because justice was served.

Keep up the great work!

Business Response: November 21, 2014 ***** **** ******* *** ********* *** **** *** *** ********** ** ********** RE: Golden 1 Visa Check Card Dear ***** *******, Your communication to the Better Business Bureau was forwarded to the Golden 1 for review and response. Thank you for taking the time to notify us of your concerns regarding the recent activity on your account. I’m sorry to hear the frustration you encountered while disputing these transactions. I apologize you did not receive the excellent service we strive for during every interaction. As stated in our phone conversation, the fraud charges in question were presented to Golden 1 by the merchant with documentation of the transaction record. A letter was sent to the address above on November 6, with copies of the transaction record for your review. After our discussion in response to information from the merchant, the charges for $100.00 and $90.00 were permanently credited to your account on 11/20/14. As your credit union, 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 and allowing me the opportunity to discuss this situation with you. If you have questions regarding this letter, please contact me at 1-877-GOLDEN 1 x **** (###-###-####). Sincerely, ******** ***** Manager, Card Investigations

10/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to have an equity loan close for over 100 days now. The email written to my loan officer back on September explains most everything:"Hi ********,Your last email on Saturday said you would contact me on Monday with info on the appraisal/loan closing. I did not receive any contact from you Monday so I am emailing to ask for the status on my loan.Also, can you please email or phone with the underwriters supervisor or however is in charge of my loan (besides you) that I can contact to find out how much longer this can go on. It has now been 90 days from my "Welcome" email from ******* saying my application was being processed. I know my loan has had some issues but 90 days seems extreme. I would appreciate being able to talk to a supervisor of some sort that could explain how this can take so long.I would have already moved onto another lender if I had not gone through so much to get this far and also you had told me the loan was going through by the 10th or 15th of this month."I never did receive Supervisor information or anyway to contact a person to complain to that could make something happen. I tried calling the main number but was on hold for 15 minutes and gave up. It is now the 9th of October and I was just told more info is being confirmed.

Desired Settlement: I would like my loan to close or tell me that I am denied so I can move on as I stated above. I had thought there was a law that had said the potential lender had to close or advise of denial by a certain time. I want a person above my loan office to contact me and let me know how this could possibly take so long and what is being done about it.

Business Response: October 23, 2014 ***** *** ** ** *** **** ******** ********** ***** RE: BBB Complaint ID ******** Dear *****, Thank you for taking the time today to discuss the status of your loan application with **** *******, **** ***** *******. Your home loan is projected to fund on October 24, 2014. Please accept our sincere apologies for the inconvenience you may have experienced. We deeply value your relationship with Golden 1 Credit Union and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions, or comments regarding this matter, please feel free to contact me directly. Sincerely, *** ***** ******* **** ***** ********** ******* The Golden 1 Credit Union **** *** ****** ***** *********** ** ***** ** ************ ** ************ E: a*******************

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About a year back, I corresponded with Golden 1 regarding an error due to which Golden 1 had marked me 30 days late for Jan 2012 and Dec 2012 on my credit report for my auto loan (Ac# -*******). This was due to reoccurring errors with my checking account from another bank with which I had setup payments to get processed. All the while there were more than sufficient funds in my account to cover the payments In order to get the late payments off my report Golden 1 requested that I forward them documentation from my bank pertaining to the error. I then got togather all the requested information and forwarded it to Golden 1, having been under the impression that all would be resolved. However on recently checking my report, I'm seeing the late payments still being reported and when I called Golden 1 last week, I was told that they denied my request.

Desired Settlement: This issue is causing me tremendous hardship and keeping our family from getting approved for a home. I am requesting that Golden 1 remove these lates as they had initially assured me.

Business Response:  

I am writing in response to the compliant that you filed with the Better Business Bureau (BBB) on August 13, 2014 regarding 30 day late reporting on your auto loan.

First I would like to apologize for any miscommunication that you have received regarding your requests. I do show that we received your original request in March of 2012. We submitted adjustments and removed the late payments being reported as provided in the documentation that you provided showing issues that you had experienced with your other institution.

As of today, I verified the reporting of your auto loan at all three agencies, Experian, Equifax, and TransUnion. I confirmed we are not reporting you as having any 30 day late payments on your auto loan during the time in question or any other time during the life of the loan.

If you have any questions regarding this letter or your dispute, you can contact me directly at ###-###-####.

We know that you have many options when choosing financial institution, and we appreciate your decision to place your business and your trust in Golden 1.

9/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Online bill pay was used to send funds to ****** on 8/4. The funds were promised to be there by 8/4 by Golden1. Golden1 shows the funds were posted on 8/4 to ******, and they removed the funds from my account on 8/4. ****** shows the funds were not received until 8/8. This is forth issue this year where funds are not received by a payee by 4-6 days, yet Golden1 shows the payment was posted to the payee on the requested date.

Desired Settlement: I would like the bank to honor the online bill pay agreement to send funds by the date requested to the payee. I would like that the bank not take my funds and hold them for a week before the payee receives the funds a week later then when I expect them to get to the payee.

Business Response: September 3, 2014 **** ****** *** ******** ***** ********** ** ***** Re: Online Bill Payment Delivery Issues Dear Mr. ******: We are in receipt of the form you recently submitted to the Better Business Bureau. In the form it was stated that a payment to ****** ******** was not credited by the mortgage company for four days after the amount was withdrawn from your account. We want to apologize for any inconvenience this has created. To help explain the process when sending bill payments on behalf of our members, the payment method is automatically selected based on several factors. Most commonly, bill payments are sent electronically (ACH) but payments can also be sent as checks as well. Some of the factors when determining the bill payment method include whether the biller accepts electronic (ACH) payments or not, the amount of the payment, to whom the payment is being made, if it is a new biller, etc. Again, the most common method payments are sent is via ACH. Based on our research, it appears ****** ******** does not accept ACH payments from our bill payment service at this time. As such, a check was sent to ****** ******** on your behalf. To help match the payment date and the withdrawal of the funds, the check was mailed four days prior to the date that was entered as the payment date for the ****** ********. The goal is that the check will arrive on the day that the funds are withdrawn from your account. Why the check took an additional four days beyond your selected payment date to post to the account is unknown to us and outside our control so we suggest you reach out to ****** ******** to discuss their timing. To help ease your worries about bill payments, we do offer a service guarantee with our bill payment service. I have attached the verbiage from our disclosure. To summarize, as long as you schedule your payment by the due date on your billing inserts, Golden 1 will cover any late fees should your biller state they did not receive the payment in time. The Service Guarantee Due to circumstances beyond the control of the Service, particularly delays in handling and posting payments by Billers or financial institutions, some transactions may take longer to be credited to your account. The Service will bear responsibility for any late payment related charges up to $50.00 should a payment to a Biller post after its Due Date as long as the payment was scheduled in accordance with the guidelines described under "Bill Payment Scheduling" in this Agreement. Notwithstanding the foregoing, this section shall not apply to any tax payment or court ordered payment. If you have additional concerns or questions, please feel free to contact me. Again, we apologize for any inconvenience you have experienced. We know that you have many choices for your financial services needs and appreciate that you have chosen Golden 1. Sincerely, ***** ****** Vice President, Account Services Golden 1 Credit Union T ###-###-#### E ******************* W Golden1.com

8/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer with this bank for many years, Yet at that been very loyal. As long as I have been with them I have never in my life made any late payments, with them or any other company as my credit report will prove this. last year I decided to ask for a credit increase on my credit card. with this said I got an increase and the bank sent me a new card. I never received it so I had to go to a branch to find out what happened. they issued a new card and mailed it to me. I finally use the card for the first time. a few weeks to a month later I go online to pay my bills like I usually do. I log in to golden1 website and attempt to pay my bills, as I look on my credit card , it shows $0 is due. I figured that I used my card and the transaction landed in the next month billing. so next month comes around and I log back into my account again to pay my bills and notice the credit card still shows $0 is due. I then call customer service and explain the situation. Looking into it, we figured out that the online system hasn't updated my new card in the online system, She then tells me that my credit card payment is past due. I went ahead and paid it. a few months pass and I decided to pull my credit and notice I have received a 30 day late. I was furious and called the bank and with no lack of helping me, they tell me to write a letter and explain the situation and mail it in. apparently they do not save notes on customer calls unless its the collection department. and no proof of my call. I went ahead and did as they told me , for me to get a letter back stating that there was no error and that they are not removing the late. With the history I have with this bank and proof of perfect payment history and proof from a current credit report showing my credit history. This is totally a bank error and they need to make it right.

Desired Settlement: I ask you to please remove the 30 day late off my credit card payment history as it hurts my credentials. please look into this as I feel, the way I have been treated is not right for a person that has been doing business with you for years,

Business Response: July 31, 2014 ***** * ******** **** ****** ****** ** ******* **** ** ***** Dear Mr. ********, I am writing in response to your concerns addressed to the Better Business Bureau of California regarding your Golden 1 account. Your correspondence cites you were not successful in your efforts to resolve a 30 day late payment on your credit bureau as reported by Golden 1 on your Platinum Visa account. We have determined the 30 day late payment in question was caused by a Golden 1 error, we have updated your credit report and removed this late payment. We recognize that you have many choices when it comes to financial services. We appreciate your decision to place your business and trust with Golden 1. I appreciate the opportunity to respond to you and I hope I have addressed your concerns. If I may be of further assistance, please do not hesitate to call me at 916-733-5464 or by email at *******************. Sincerely, ***** ****** Vice President Account Services

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

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 (###-###-####).

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.

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.

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

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

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

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.

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

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

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

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

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

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

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

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