ComplaintsforCoast Capital Savings Credit Union

• Initial Complaint

  19/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We submitted a mortgage application on 7th June 2023 to Coast Capital Savings (***) via *******************. I had a mortgage with *** at the time and was looking to blend and extend. Our mortgage completion date was the 5th September 2023. At the time of submission, application ************ were around 15 working days. After chasing *** for weeks we eventually got a response on the 15th August 2023 (47 working days later), we qualified for the mortgage and the numbers were great. We had 3 weeks to get this mortgage completed, unfortunately there was no further action from *** to get this mortgage completed and we were forced to pay the penalty fee and move to another mortgage provider at a worse rate. We are still waiting to hear the status of our application today (18th September 2023). We our out of pocket for the *** penalty fee and now paying thousands more for the worse mortgage rate. *** should rectify the issue by processing the application and refunding the *** penalty fee. There was more than enough time to complete this mortgage application, we had everything ready to go and *** was unable to get this done.

  

  Business response

  21/09/2023

  Thank you for bringing this matter to our attention.  We are dealing with the complainant directly to resolve this matter. If the matter is not resolved to the members satisfaction, they will be provided instructions on how to escalate these concerns. 

  Customer response

  21/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  "Due to Coast Capital Savings (CCS) negligence/errors we have lost approximately $20,000. Even though CCS has admitted fault they are not willing to pay for their mistake. They have at least offered a mortgage to bring us back and save us some money in the long run, but have not matched the previously offered rate and will not pay for any of the fees incorporated to switch back.
  

  We bought a house in June and tried to blend and extend our current mortgage with CCS. They had 3 months to complete the application (September completion) but failed to do so (even after calls, emails, visiting branches), there was little to no action from CCS. Luckily my Broker had got approval from another bank or we would have lost our deposit on the house, but it was not a blend and extend so the rate is much higher. There was plenty of time to complete this mortgage application, we qualified for this mortgage and through no fault of our own we are losing money.

  CCS should honor the rate originally offered and pay the fees to switch our mortgage back to CCS."

  Thanks

  ********

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

  

  Business response

  04/12/2023

  Thank you for bringing this matter to our attention. Coast Capital Savings has contacted the complainant with information on our complaint process and provided a response pertaining to their concerns directly to resolve this matter. If the matter is not resolved to the complainant's satisfaction, they have been provided instructions on how to escalate their concerns.

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  No offer for resolution, I've escalated as per instructions to OBSI. 

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

  

  Business response

  18/12/2023

  Coast Capital Savings has contacted the complainant with information on our complaint process and provided a response pertaining to their concerns directly to resolve this matter. As member remains dissatisfied with the response provided and has chosen to escalate to OBSI, Coast Capital Savings will await instructions from OBSI and will work with them in the course of their investigation.

• Initial Complaint

  24/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I called to deal with an unauthorized transactions. The transaction was deemed fraud and not my doing. Later the same day I reached a government direct deposit upon trying to retrieve funds I was informed ny account was locked. Called and was told that I couldn't have access to my funds until I sent un a notarized copy of my identification. They released only enough for that expense to me and are holding the rest hostage. I don't owe the bank my account was in good standing I have had the account for over 8 months no issues till now. I don't live near a branch at all, opened my account online. So I am expected to wait over a week for access to the rest of my pay cheque because there is no other way to verify my ID.

  

  Business response

  24/08/2023

  Thank you for bringing this matter to our attention. Coast Capital has a full complaint escalation process in place to handle consumer concerns.We have (or are attempting to) contact this member, provide the complainant with information on our complaint process and are dealing with them directly to resolve this matter. If the matter is not resolved to the members satisfaction, they will have access to instructions on how to escalate these concerns. 

  Customer response

  24/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have heard from one person so far, and they were passing it along and somebody would call within the hour, I also tried to pull the funds that were allocated yesterday for the notary and I have no access to any funds or information by way of atm as well as app or web banking. I need groceries and rent, * ** ** ****** ********** ******* * **** ****** ** **** **** * **** **** ** ****** ******. It should have been stating in  your policy for one that i would be expected to pay a notary expense, as well how does an account operate for 9 months without every validating their identity?
  
  Sincerely,
  
  *********************

  

  Business response

  05/09/2023

  Thank you for bringing this matter to our attention. Coast Capital Savings has contacted the complainant and provided a response pertaining to their concerns directly to resolve this matter. If the matter is not resolved to the complainant's satisfaction, they have been provided instructions on how to escalate their concerns.

  Customer response

  06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I provided the requested identity verification and still have zero access to my account or response back from the complaints department. I kept my end of the agreement in regards to a solution and it seems Coast Capital has not. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/09/2023

  Thank you for bringing this matter to our attention. Coast Capital Savings has contacted the complainant and provided a response pertaining to their concerns directly to resolve this matter.

  Customer response

  07/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a checking account with coast capital, on January 2023, I received a phone call from Coat Capital Bank in downtown Vancouver, that my account was compromised. So, I rushed to the bank, and I was told big amount of money was withdrawn from my account the night before as a payment. Looks like someone hacked into my account and transferred the funds, so I immediately filed a claim with the bank, after days back and forth with the branch manager, bank were able to stop part of that from scammers and retrieve only that part. I send email to corporate security name ( ANKIT ) no respond at all, fraud department of cost Capitol Bank says we cannot retrieve the rest of the funds. Cost Capital Bank is not trustworthy anymore. They charge a monthly fee to have our money deposited in the bank and cannot protect the funds. i hope they have good reason for these stressful days of my life. cost capital is responsible for my money.

  

  Business response

  02/05/2023

  Thank you for bringing this matter to our attention. Coast Capital Savings has a full complaint escalation process in place to handle consumer concerns. We have contacted this individual, provided the complainant with information on our complaint process and are dealing with this individual directly to resolve this matter. If the matter is not resolved to the individual’s satisfaction, they will have access to instructions on how to escalate these concerns.

  Customer response

  08/05/2023

  
  Complaint: ********
  
  I am rejecting this matter as it hasn’t been solved because: the Coast Capital Bank still holding my money. This issue is filled with police and also will be filled with court. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  29/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a mutual fund that I cashed in and asked for 6000 to be transfered to my chequing account and around 5000 was suppose to be transferred to a tax free savings account. I received the money to my chequing account but did not receive money for the ****. It has been almost a month and when I go in person they say they can not help me and when I call in they say they can't help me because I don't have my drivers license number.... meanwhile when i called in to have the money moved it was a non issue. They stole my money and I don't know how to claim ***** because it was done by a bank. I would like to have the remainder of my money put in my account. Would like the transcrips pulled if possible.

  

  Business response

  30/03/2023

  Thank you for contacting Coast Capital Savings on behalf of ********** ***** ********* We will contact the complainant to discuss this matter and investigate.  For further information they can refer to Resolving Your Complaint on our public website. 

• Initial Complaint

  16/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a member of coast capital savings since t 1970, on december 3rd ,i recieved a call from whch i thought was a scammer, saying my ****** account was over drawn by $600.00. i hung up the phone, and started to cancell my credit cards.ithen called the coasr capital savings ** *********, but as usual they would not answer, so i left imediatly , but by the time i arived , $2000.00 was taken out of my wifes chequing account. i talked to Alisha F**** with all the information . i have been doing on line banking, so i called **** ***** and had my computer screened.Alisha told me that the the fraud department would look into the theft, the money was removed by an E-transfer. the thieves also tried to by a $500.00 gift card on my credit card , but i had cancelled it. i did not hear fro any one from coast capital , so on Feb. 7 ,i called the main office, and was supprised a lady answered and said she would look into the theft, she called me back six hours later, and told me the fraud department said, the theft was my fault, and they would not return the funds. * ** * ** **** *** *** ** **** ** ***

  

  Business response

  16/01/2023

  Thank you for bringing this matter to our attention. Coast Capital has a full complaint escalation process in place to handle consumer concerns. We are attempting to contact and provide the complainant with information on our complaint process and are dealing with them directly to resolve this matter. If the matter is not resolved to the member’s satisfaction, they will have access to instructions on how to escalate these concerns.

  Customer response

  17/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:the funds were in their care, you would think a company of that size and stature would have better safe guards to protect customers funds,*** ***** ****** **** ******* *** * ** *** ********. i have cancelled all my accounts and dealings with this organization, they never even had the decency to call me or my wife to tell us of their decision to tell us they had rejected our claim. * ** ******* *** *** **** ****** **** **** ** *** ********** ** **** *** ** ***** * ***** ********* *** *** ****** **** *** **** ***** ******  
  Sincerely
  ******* ****** -

  Customer response

  31/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  13/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  JL 22/21 - I had a meeting with Ashley M**** and I renew my mortgage for 3 years, at 1.99% interest. She was going to renew my mortgage and blend my line of credit with the mortgage. My payments were going to be $535 by weekly. At the time I was being charged $600 by-weekly because my mortgage was open at a higher interest rate. Ashley told me that the next payment was going to be $600 because there was no time to change the amount to $535, but for me not to worry because the interest was going to be 1.99% so the extra amount I was paying was going to the principal instead of going to the interest. One month later I receive an email from Brandy F****** saying my mortgage was still open and asking if I would like to renew with her. I can't write about all the emails/phone calls that happen after this because the space here is limited. Basically after contacting several people (Kim L******, Carla H*****) for several months, Ashley booked me an appointment to solve this problem on AL 08/22. She booked the appointment but she didn't show up for the appointment. Nobody at the branch knew about this appointment. It was very disrespectful . First we had a meting in JL 22 and she doesn't renew my mortgage and now she doesn't show up for the meeting. What happened was that for me Ashley said my mortgage was not renewed because the people that took over my files forgot to do it, but for the people who works with her she told that my mortgage was not renewed because I didn't give her all the documents she need. In other words, she forgot to renew my mortgage *** **** ***** ****** ** ***** **. Denise O*****, the manager refused to honour the deal made on JL22/21. I hired a mortgage broker and I am going to take my mortgage to another financial institution now on JN 26. ****** ***** ********** ** ** ******** ****** ** *** ** ****** *** **** ** ********* ** ******** * **** **** ***** ***** *** *** ****** ****** *** **** ********* *** ***************

  

  Business response

  17/06/2022

  Thank you for bringing this matter to our attention. Coast Capital has a full complaint resolution process in place to handle consumer concerns. We can confirm that one of our Branch Managers attempted to contact the member on Thursday June 16th to provide information on our complaint process and deal with the member directly to resolve this matter. If the matter is not resolved to the member's satisfaction, they will have access to instructions on how to escalate these concerns.  

  Customer response

  26/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:my complaint was about the manager of the ********** ******, Denise O*****. BBB sent my complaint to a person who works for her, she is his boss. What was the point of me talking to him? He is not going to do anything against his boss. I would like BBB to send/forward my complaint to the Coast Capital Savings headquarter please, so someone who is not working for Denise O***** can see and know what she did.
  
  Sincerely,
  
  ****** **********

  

  Business response

  08/07/2022

  The Manager who reached out to the member on June 16 and June 18 does not report to the identified manager in this complaint. However, in response to the complainants’ message on June 26/22, the Regional Director attempted to contact the complainant on June 30/22 to discuss the member concerns. A voicemail was left with their direct number for the member to call back. The Regional Director is happy to work with the complainant directly and is committed to doing everything they can to resolve the complaint.

• Initial Complaint

  24/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Beware if you save your passwords on your device. Coast Capital waives all responsibility for victims of fraud and theft if they login using your username/password because it is "**** ************** ** **** **** ******** *****" Even if your laptop gets a massive virus that compromises all your information. Even if you file a police report, even if you had anti virus. **** ***** **** ** **** ******* ******* ** ***** *** ***** ** **** ** *** **** ********** ******** ** ****** **** ******* *** ****** **** ******   Coast does not look at that way. I am being held liable for theft from my overdraft even though the hacker got past ** ***, even though they were from a different location and Coast did not flag that, even though they withdrew my whole overdraft. This was not flagged. Even though I reported it within 5 minutes of finding out. I am liable because I saved my password on my device. In the 21st century, with virus protection.

  

  Business response

  01/10/2021

  Thank you for raising your concerns and giving us an opportunity to look into the matter. Upon further review we can confirm that you will be receiving a call from your branch of origination by today, Oct 1, 2021, to further discuss your concerns in detail.

  Customer response

  01/10/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15904434, and find that this resolution is satisfactory to me. * ******** ******* **** *** ****** *** **** **** ** ********* *** ****** *** ******* ** * ****** ** ********* *** *** ** ** ********* ********* *** ***** ****** ** **** * ********** **** *******
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  15/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  31-08-21 I asked access to my safety deposit box. The signature card was missing & lock drilled out. I was told maybe they were giving me a larger box? My contents were missing. I left distraught after waiting a long time while she looked. I was contacted at 4:27 the next day to say they found my box contents and they had gone through them to confirm my stuff was all there.They don't know what I had in there. It's my private stuff. The only thing I know about this situation is they drilled it in 2019. My yearly fees are paid until the end of 2021. They should have contacted me when they did this. Here are the reasons they gave me for this happening: mass drilling, hinges on the box next to me needed replacing, their upcoming move in 2022. The Ass't Mgr gave me this nonsense. Clearly she does not want to be truthful and there's no point in talking to her.I recorded my conversations with her-one sided consent as she was recording them too. 4 people went through my stuff so far.

  

  Business response

  20/09/2021

  Thank you for raising your concerns and giving us an opportunity to look into the matter. Upon further review, we can confirm that a member of our branch reached out to you on Friday, September 10th at around 2pm and left a voicemail for call back. Please get in touch with our branch to further discuss your concerns in detail.

  Customer response

  20/09/2021

   
  Complaint: ********
  
  I am rejecting this response because:
  

  Treena who called on September 10, is the same person who exacerbated this situation by informing me of a mass drilling being done and that's why my safety deposit box was drilled out, she also told me possibly hinges on a box near mine needed to be replaced so that's why it may have been done and she also said my signature card was in her office all along as the branch is moving(this is happening in 2022).  None of this makes any sense and I do not feel I should be forced to talk to someone who is not being truthful.  There should be a contract attached to my safety deposit box and they should be able to ask the person who signed it when they drilled it out why they did this.  My fees are paid for 2021.  I should know why they accessed my valuables without contacting me.  I should have been there when Treena went through my valuables recently. How can she know what I had in my safety deposit box?  I do not feel at all that she has my interests in mind. My will with my name and address is in the box how did they not know it was mine?  They removed the contents in 2019 and I accidentally found out on August 31, 2021.  **** ****** ** ****** ******** ******** *** * **** ** ****** ******  They had a duty to contact me.  I have privacy rights regarding the rental of a safety deposit box and they were breeched.  Perhaps someone who is willing to be truthful about why this happened could contact me?  No one expects many staff members of a banking institution to go through their private stuff that's been stored in a valid paid for safety deposit box and not contact  them.  I recorded Treena's conversation with me, one sided party consent - I'm sure Coast Capital has a recording as well perhaps they should listen to it and then they might know why I will not speak with Treena.  I am willing to speak to someone who will be truthful and not expect me to believe such ridiculous excuses.  Thank you.
  Sincerely,
  ***** *********

  

  Business response

  21/09/2021

  The member spoke with to the assistant branch manager on Sept 10th and to discuss the issue even further, the branch manager called the member twice on Sept 17th and left all the necessary details to return the call but have not received a call back. Due to the nature of the issue we strongly suggest returning the branch’s call as the matter cannot be resolved unless they speak to the member.

  Customer response

  21/09/2021

   
  Complaint: ********

  On September 17th I did not receive any messages to call back Coast Capital.  It is possible that as a result of the storm a message got missed but there isn't a message from that date. I did talk to someone from Coast Capital Ocean Park Branch when they called re a term deposit, but I did not have any other messages left from Coast Capital.  On September 10th Treena did leave a message to call her back which I did not do.  I DID NOT SPEAK with ANYONE from Coast Capital on the 10th of September.  I did not feel it was in my best interest to talk to the person who violated my privacy by going through my valuables that were drilled out to confirm they were mine when the envelope was clearly labelled *** ** which I still have the keys for.  Why was I not contacted to confirm my own valuables.  Did she read my will to confirm it was mine?  She has told me I was drilled out because of a mass drilling, because hinges on a box near mine needed replacing and because of the upcoming move in 2022.  All ridiculous considering my box was drilled out in 2019.  Dealing with someone who has given me every reason not to trust her is unacceptable.  I've been a member of Coast Capital for over ** years and to be treated like this is unacceptable.  I do have my conversations with Coast Capital recorded, one party consent, if you would like to listen to the excuses I was given.  I had my valuable taken for 2 years and I would like an honest answer as to why it was done. 
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  

  Business response

  23/09/2021

  Thank you for your response. We confirmed with the branch that they will contact you again in order to continue discussions and come to a resolution. We encourage you to return our branch representatives’ phone calls as we cannot divulge details of an investigation on this platform. Thank you for bringing the matter to our attention.

  Customer response

  23/09/2021

   
  Complaint: ********

  
  
  I am rejecting this response because:
  

  I just had a conversation with Dennis K* of Coast Capital.  I do feel he is trying to be helpful.  It's hard to now accept that it was the lock mechanism that required my safety deposit box to be drilled out.  The fact I wasn't contacted to bring my keys in to corroborate this as there had been no problem in locking the box when I rented it.  It's surprising too that now it's the locks when I was told it was the hinges and other possible theories earlier. 

  If they just had contacted me when they had found the bag with *** ** clearly stated on it and they knew I had the keys and lease agreement for *** ** I would not be upset as I am now knowing that more individuals went through my valuables when I was waiting completely distressed and I could have at least been there to verify it was my personal valuables.  They would only know that going through my personal papers and looking for my name.  It's a clear violation of my privacy and very disturbing.  They have had my safety deposit contents without my knowledge or approval since May of 2019.  

   

  Dennis K* did agree to return the Safety deposit fees I paid from Jan. 2019 to the end of 2021.  This would only be expected as I was paying for the confidential safe keeping of my personal belongings/valuable in a financial institution. The lease agreement I signed clearly didn't outline this situation I'm in.

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

• Initial Complaint

  05/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is with Coast Capital Savings. I received a letter letting me know that effective December 31, 2020 that my RRSP plan 21227 was manually converted by Coast Capital Savings required by ***. I talked to several different representatives from Coast Capital who sent me a form for me to fill out my bank account information with cancelled check. I currently live in Washington state. When I left my job in Victoria, I closed my account except for my RRSP plan. I was recently (March 16, 2021) sent a letter with an attached new Retirement Income Fund Application. The letter tells me to provide banking information for a Canadian account. They are not able to send RIFF payment transfers to American Financial Institutions. My Capitol Coast Savings regular checking/savings accounts were closed. I have tried numerous times to say, that I would open an account once the borders were open (closed due to the pandemic. I keep being informed that I need a Canadian account. How do I proceed?.

  

  Business response

  10/05/2021

  Thank you for raising your concerns and giving us an opportunity to look into the matter. Upon further review we can confirm that you will be receiving a call from your branch of origination by today, May 10, 2021, to further discuss your concerns in detail.

   

   

  Customer response

  15/05/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩