Complaints

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

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  Patelco Credit Union

  3 Park Pl Dublin, CA 94568-7983

  
• 

  Patelco Credit Union

  1200 South El Camino Real San Mateo, CA 94402

  
• 

  Patelco Credit Union

  985 Golf Course Drive Rohnert Park, CA 94928

  
• 

  Patelco Credit Union

  65 Southgate Ave Daly City, CA 94015-1413

  
• 

  Patelco Credit Union

  1301 Clay Street Suite 270N Oakland, CA 94612

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patelco was not allowing me to pay my loan payment on my car. It took a total of 6 weeks to try to get ahold of them. I called them multiple times on the number that asked me to call the consumer relations department at extension ******************************************************************* to enter a number that'll call me back over and over until I finally did it. I couldn't get it. Hold of anybody I left in my number. They never called me back but I did this about 6 times then I went into the branch. The branch told me I couldn't pay out of my money market. And I would have to call the consumer relations department and have them transfer. I told him my issue they said. Well, they can't transfer and you have to go through them. There's nothing they can do. Okay, so I did it again and again. They didn't call me back. I had my dad call. She's a member. Same thing happened to him. He duplicated the same error that didn't call him So I emailed patelco and let them know that I'm having issues. I need to pay my loan payment and if they could transfer my money market, I would appreciate it, they never got back to me. My dad called his financial advisor to ******, to have him transfer the money or see what I can do to transfer it. He said it was done taking care of and it wasn't so 8 o'clock on the morning of January 4th. My son's birthday. I'm cooking pancakes for my son and about to bring them to him. And there's a tow truck on my private property hooking up to my car . And rips my car out of my lawn dragging my car down the road not even straped properly Tearing off my front bumper and taking off with my car down the street, called patelco explained the senario, no sumpathy said ******* yo get it back i only owed ****** , I Was going through a divorce disabled and and moving into a new place and its my only car and my son's birthday they did not care and also stated that they couldn't tell me where it was being taken !?? I have personal things in my car FRAUD

  

  Business Response

  Date: 01/30/2024

  January 30, ****
  
  Dear **********************,
  
  We received your complaint from the Better Business Bureau on January 22, ****, which was regarding a past due auto loan held at Patelco Credit Union.  Upon receipt, a review was completed to understand more about your complaint.

  Our records indicate that once your auto loan held at Patelco Credit Union became past due, our Account ******************** notified you various times by phone, by email, and by mail to avoid negative reporting and ultimately the vehicle being repossessed. Our records reflect a Loan Modification option was offered to you in September 2023 and the application was sent for you to complete within 14 days.  This request was cancelled when your completed application was not received within that timeframe, and we were unable to contact you.  We continued to attempt to contact you by mail and by phone but were unsuccessful.

  Despite the numerous attempts to call and the voicemail providing your new phone number, which you noted in your complaint, it appears these were not received by our Account ********************.  Since we were unaware of your contact information being changed, we once again attempted to call your previous phone number on file on 12/19/2023 and multiple emails were sent to your email address on file on 12/19/2023, 12/21/2023, and 1/2/**** requesting a callback to discuss further. To ensure seamless communication, it is the members responsibility to comply with updating their contact information with us.  For future correspondence, we recommend updating the contact information we have on file for you.  This can easily be completed in branch or by calling our Member Contact Center.  

  In your complaint, you also mentioned a branch visit, an email you had sent Patelco, as well as a payment arrangement made by your father and his financial advisor. Unfortunately, we were unable to locate any records of this effect, and therefore could not provide any further details on this.  Since we were unable to receive the necessary payment, the auto loan was reported as 88 days past due on 1/4/****, and the vehicle was repossessed.

  Additionally, you mentioned personal belongings that were in your vehicle at the time of repossession. You may call the repossession company used, ******************., to set up an appointment to pick up these items.  Please note, they only hold these items for 60 days from the date of repossession.  To do so, please call them at **************.

  However, ******************, there is still an opportunity for the vehicle to be returned to you.  Our Account Solutions Manager has left voicemails for you on 1/23/**** and on 1/25/****, using the phone number you provided in your complaint, to speak about possible recovery solutions but have not received a returned call to date.  A Notice of Intent letter was mailed to you on 1/24/****, advising you that the plan to sell the vehicle will take place after 2/13/****.  We strongly encourage you to either return the Account Solutions Managers call or contact the specific Account Solutions team that handles this as soon as possible to learn more. They may be reached at ************************.

  ******************, we understand the frustration this matter has caused and look forward to speaking to you soon to provide you with available options.

  Thank you for the opportunity to review this matter further. 

  Sincerely,

  ***************************
  Senior Member Experience Specialist
  
  

  
  

• Initial Complaint

  Date:12/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patelco has been sending private information via the us postal service to a address I had removed from all of my accounts with them. The person who now lives at that address has been able to get a hold of private information pertaining to my credit history and record. Patelco has failed to provide a way to contact a human and has automated systems Instead. I would like the company to permanently remove all my information from there systems and to not be contacted by then again.

  

  Business Response

  Date: 01/12/2024

  January 12, ****
  
  Dear **************,

  We received your complaint from the Better Business Bureau on January 2, ****, regarding private information being mailed by Patelco Credit Union to an address you no longer reside at.  Upon receipt, research was conducted to determine more about your complaint.

  Based on the email address provided in your complaint, we found a record that matched the email address that was used to access Patelco's online Check My Rate Tool in December 2023. This tool is used by both members and non-members to see if they may potentially qualify for one of our loan products without a hard credit check.  However,all follow up communication is sent by email, not direct mail.  Please be aware that Patelco has unsubscribed you from these communications on January 9, ****, to avoid any future emails being sent.

  As it relates to direct mail, we were unable to locate any records based on the phone number and address provided in your complaint that would warrant Patelco mail being sent. In order for us to better assist you, we ask that you provide us with your previous address used with Patelco. On January 10, ****, I left a voicemail and emailed you directly using the contact information provided in your complaint to move forward with your request.  When available, please do not hesitate to contact me by either phone or email at your earliest convenience.

  Thank you for allowing us the opportunity to review this matter and I look forward to hearing from you.

  Sincerely,

  ***************************
  Senior Member Experience Specialist

• Initial Complaint

  Date:12/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 15, 2023, my credit card was lost and I reported the card loss within a few days later. I explained to Patelco Credit Union that my card was no longer in my possession as of the 15th and any transactions posted or pending afterward were not valid or unauthorized. Patleco blocked the card and then filed a claim. On Sep 20th all disputed transactions were reversed. Today, 12/16/23 I logged into my account to find the charges are placed back onto my account. I was confused to find the same transactions on my account months later. When I called the credit union, they advised me the investigation came back, and they found that these were NOT fraud. I was Shocked! I did not authorize these transactions and more importantly I did not do or give permission to anyone to use my card, I was LOST. I live in ******************* and these transactions were done in *********. I did not make these! There is a total of 8 transactions;SQ *RICH S ********* ********* ** ***- $37.72 SHELL OIL10016486010 ********* ** ***- $29.11 7-ELEVEN ***** ********* ** ***- $26.44 ****** ********* ** *** -$30.25 *** ******************* ******* ******** ** ***- $42.65 ******* ******* ********* ** ***- $130.47 SQ ******* ********* ********* ** ***- $72.76 All are not mine and I'm not legally responsible for paying these unauthorized transactions. This is why we have banks/credit unions that have regulations-Truth in Lending Act- to help support the consumer when fraud occurs! Please help me dispute these transactions with an institution that does not value their members.

  

  Business Response

  Date: 12/26/2023

  December 26, 2023
  
  Dear *****************,
  
  We received your complaint from the Better Business Bureau on 12/18/2023, which was regarding a denied card claim. A review of your claim was conducted to determine more about your complaint.

  Our records indicate that a card claim was filed via Patelcos online banking on 9/20/2023.  This claim contained 9 transactions that you alleged to be unauthorized, totaling $435.55 and took place between 9/15/2023 to 9/18/2023. You also noted that your card was stolen out of your vehicle on 9/14/2023,but the claim was filed six days later. Please be advised that on page 51 of our Member Handbook, titled Your Liability for Unauthorized Use, it states:

  If you believe your ATM Card, your Debit Card or your PIN has been lost or stolen or otherwise made available to an unauthorized person, and you tell us within two (2)business days after you learn of the loss or theft, you can lose no more than $50, if someone used your Card and/or PIN without your permission.

  Although you failed to report the card theft within a timely manner, we continued to investigate your claim. Provisional credit was provided to your account on 9/20/2023.  A claim receipt and provisional credit confirmation letters were emailed to you this same day.

  Of these disputed transactions, 8 of the 9 were denied on 11/27/2023 on the basis that the activity disputed on your card does not fit the typical pattern of a card that is truly lost or stolen from a cardholder. A denial letter was emailed to you informing you of the denial with the reasoning: There was not true fraud or there is no fraud pattern found for transaction(s) in question.

  You then called our ********************* on 12/16/2023, stating that you did not authorize these transactions as the card was not in your possession at the time.In this conversation, you requested a follow up call from someone in our Card Fraud department. 

  Multiple attempts have been made to contact you by our Card Fraud Investigators by phone to further discuss the investigation and possibly reopen the claim, but they have not been able to speak to you nor have they received return calls.

  *****************, we highly encourage you to call *****, Fraud Team Lead, directly as soon as possible at ************************. Until you are able to converse with him, the denial decision remains the same and no further action will be taken.

  Thank you for the opportunity to review this matter further.  We look forward to hearing from you in the near future.

  Sincerely,

  ***************************
  Senior Member Experience Specialist

• Initial Complaint

  Date:12/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ***** I credit union, I do not have a contract with patelco credit union, they did not provide with original contracted as I requested

  

  Business Response

  Date: 12/15/2023

  Dear ****************,
  
  We are writing to you in response to the complaint that you filed with the Better Business Bureau on December 11, 2023. Your complaint alleges that you have a dispute over a debt with Patelco Credit Union. 
  
  We understand that you claim that you are not liable for any debt, that you do not have a contract with Patelco Credit Union, and that you have requested the original contract from us. However, we need more information from you regarding this debt to investigate further.
  
  Please provide us with detailed information such as your account number and the reason you believe a debt error occurred in writing, along with any supporting documentation, to:
  
  Patelco Credit Union
  **************************************************
  
  You may also contact ** by phone at *****************************.
  
  
  Sincerely,
  
  *********************************
  Senior Member Experience Specialist

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply troubled by the recent revelation that my nonpublic information has been shared with the three bureaus, resulting in inaccuracies on my credit report. This has caused significant financial and emotional distress. As per 15 USC **** Section 602, I have a right to privacy, and under 15 USC **** Section 604 A Section 2, no information can be furnished without my written instructions. Additionally, under 15 USC **** B, a creditor cannot deem a payment late on a credit card account.The inaccurate reporting has adversely affected my financial standing and well-being. I implore you to rectify this situation swiftly by correcting the inaccuracies on my report and cease sharing my information without explicit consent. My account number is ****.

  

  Business Response

  Date: 11/15/2023

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

  We are writing to you in response to the complaint that you filed with the Better Business Bureau (BBB)on November 13, 2023. Your complaint alleges that Patelco Credit Union is reporting inaccurate information to the credit bureaus. However, your complaint does not identify the affected account(s)under your membership, specify the information that is being disputed under the account(s), explain the basis for the dispute, or include any supporting documentation to substantiate the basis of the dispute.  Therefore, you failed to meet the dispute submission requirements under the Fair and Accurate Credit Transactions (FACT)Act and the Fair Credit Reporting Act, and Patelco Credit Union is unable to investigate your dispute.
  
  To enable Patelco Credit Union to investigate, please send a written notice to ** at **************************************, which includes the necessary information and supporting documentation described above. 
  
  Sincerely,
  
  *********************************
  Senior Member Experience Specialist

• Initial Complaint

  Date:11/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a formal complaint against PATELCO CREDIT UNION located in **********, **. This company has repeatedly violated my consumer rights under the Fair Debt Collection Practices Act and has caused me much unnecessary financial AND mental distress. For starters, they're reporting an erroneous & unverifiable collection account on all 3 of my credit reports, Transunion, Experian and Equifax not to mention an account in which I've asked for proof of claim and in which they have refused to validate per my request under the Fair Debt Collection Practices Act. Despite my efforts to resolve this unfortunate nightmare for nearly a year now, PATELCO CREDIT UNION has completely ignored my communications and legal submissions to remove this inaccurate information from my credit reports. I am well aware of the many, many other complaints filed against this company for their illegal and unethical collection practices - disguising themselves under multiple business names and using ILLEGAL collection practices all across the country. Yet, somehow, this company is still in business. This company's unprofessional & negligent behavior has caused lots of serious harm, not only to my ability to establish credit & good interest rates, but also to my character as a Professional and as an individual. Please help me, and the many other consumers just like me, to put a stop to the operation of these unethical & immoral business practices immediately. I sincerely appreciate your time and assistance in this matter and hope to hear from you very soon.

  

  Business Response

  Date: 11/14/2023

  Dear Mr.  ****,

  We are writing to you in response to the complaint that you filed with the Better Business Bureau (BBB)on November 6, 2023. Your complaint alleges that Patelco Credit Union is reporting inaccurate information about your credit card account ending in -35 to the credit bureaus. You previously raised this allegation in a letter that you sent Patelco Credit Union dated May 18, 2023.  Patelco Credit Union sent you a letter in response dated May 31, 2023, advising you that Patelco Credit Union was unable to investigate because you did not identify the specific information that was being disputed, explain the basis for the dispute, or include any supporting documentation to substantiate the basis of the dispute.  Therefore, you failed to meet the dispute submission requirements under the Fair and Accurate Credit Transactions Act (**** Act) and the Fair Credit Reporting Act.  Patelco Credit Union also requested that you provide the necessary information and supporting documentation, which you did not provide. 

  Consistent with your previous letter, your BBB complaint does not include sufficient information to investigate.  Accordingly,Patelco Credit Union has reasonably determined that the dispute is frivolous or irrelevant under the **** Act and the Fair Credit Reporting Act. You must provide us with a written notice that includes specific information that is being disputed, an explanation of the basis for the dispute, and any documentation to support your claim.

  
  We are required to accurately report to the credit bureaus in accordance with the Fair Debt Collection Practices Act and the Fair Credit Reporting Act, and we have complied with these laws when reporting your account status.

  
  Sincerely,
  *********************************
  Senior Member Experience Specialist

• Initial Complaint

  Date:10/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place sent me a card I never applied for or activated then they started sending me letters claiming I was overdrawn and that they want to close my account and send it to collections. I never applied for this account. I never opened no such account and they keep sending me letters. Then the lady on the phone with the fraud department says she wants me to send a form and provide a copy of my ID. I dont feel comfortable sending these people a copy of my ID when theyve already committed fraud in my name. Please help me.

  

  Business Response

  Date: 11/03/2023

  November 3, 2023
  
  Dear ************************,
  
  We received your complaint from the Better Business Bureau on October 26, 2023.Your complaint was regarding communication you received from Patelco in your name about an account you never authorized to be opened.  We reviewed all the attached documents you provided and the events surrounding this matter to further understand your complaint.The outcome is as follow:
  
  A Patelco Credit Union membership was established on 8/29/2023 using our online application process. There were various transactions that took place after the membership was opened. On 9/1/2023, Patelco restricted the account due to suspicious activity. On 10/25/2023 you called our ********************* to inform us you were receiving several notifications from Patelco about an account listed in your name that was unauthorized. During this call you were transferred to a Fraud Experience Specialist, who advised you that there was a restriction already placed on the membership pending a fraud investigation. As part of our standard process, we requested that you complete a Patelco Identity Theft Dispute form along with providing a required copy of your state or federal issued identification.The Fraud Experience Specialist also advised you of all the available options to obtain the document and how to submit it to Patelco that was more convenient for you. During this call you requested for the document to be mailed to your home address which was mailed via standard **** on 10/26/2023 along with additional steps and information the representative relayed to you over the phone that you should take to secure your identity.
  
  We understand this is a frustrating matter that you have endured,and the impact it may have on your own financial well-being. Please understand there are many security measures Patelco must follow to ensure any substantiated claims are made, especially if there is any risk or suspected fraud. To date, Patelco has not received any of the documents mentioned above to complete the investigation.  We recommend you visit a local Patelco branch near you to complete the necessary document required and to provide a copy of your valid identification in person.
  
  To provide you with further peace of mind, Patelco offers many free resources to assist in protecting your identity. If you would like to explore some information on our website, please visit www.patelco.org under financial wellness, fraud-center, protect your personal information.
  
  Thank you for taking the time to make us aware of your concerns and for the opportunity to address this matter with you.
  
  
  Sincerely,
  *********************************
  Senior Member Experience Specialist
  
  

  Customer Answer

  Date: 11/05/2023

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

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patelco has allowed someone to open a free checking account using my personal information without my consent. I found out that my identity got stolen last week and have taken all the necessary steps to resolve the situation. After being in touch with the **************** at Patelco, I was told to send in documentation requesting the account to be closed. I also requested that documentation be provided to me with confirmation that it has been closed. This was recommended to me by the Federal Trade Commission's website for victims of identity theft. I called the **************** today, spoke with ***** twice (in the morning and in the afternoon) and requested that I get confirmation. She stated she "cannot give me any documentation regarding the closure of the account because it wasn't me that opened the account." I told her I need this documentation for my records because someone stole my information. I argued that she at least send me an email which she did. When I received the email, it does not appear legitimate - no official logos of Patelco - just a plain email stating the account has been closed.This evening, I received additional emails from Patelco regarding the team's willingness to help and to request an appointment. This email did have the Patelco icons.

  

  Business Response

  Date: 10/20/2023

  October 20, 2023
  
  Dear ************,
  
  We received your complaint from the Better Business Bureau on 10/12/2023, regarding an account that was opened using your information which you did not authorize.  A review of the account was conducted, and the outcome is as follows:

  A Patelco Credit Union membership was established on 9/24/2023 using our online application process. You called into our ********************* on 9/26/2023 to advise us this account was unauthorized.  Immediately after this call, a restriction blocking all activity was placed on the membership pending our Fraud investigation. As part of our standard process, we requested that you complete a Patelco Identity Theft Affidavit along with a Patelco Identity Theft Dispute form, which was emailed to you on 9/26/2023.  You provided these completed documents and included a police report this same day. The account was closed on 9/28/2023, and our records can confirm the email you received on 10/3/2023 was valid,confirming the receipt of necessary documents and account closure.  Per your request, a letter detailing this same information was mailed to you on 10/16/2023 for your records.

  In your complaint, you also mention your credit score has been affected by this. When we spoke over the phone on 10/19/2023, you informed me of a ChexSystems document that you received and emailed to me that advised you of an inquiry on your consumer report.  We would like to confirm that this inquiry had no effect on your credit score; however, since it was discovered that your personal information was obtained, we suggest placing credit freezes through TransUnion, Equifax, and Experian for additional protection. You may also place a freeze with ChexSystems directly, which prevents any new accounts from being opened under your name.  To complete these steps, please contact each of the three credit bureaus and ChexSystems directly if you havent already done so. 

  Thank you for allowing us the opportunity to address this matter.  Please contact me directly by phone at ************** or email me at ********************************* should have additional questions or concerns.

  Sincerely,

  ***************************
  Senior Member Experience Specialist

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm getting charged non sugfient funds for money they credited back to my account and also I have not received all of my money back for the score up credit builder they did not refund me all of my money back and has an overdraft protection on my credit report that they traded for an overdraft protection after they told me that it wouldn't be on my credit it's false advertising

  

  Business Response

  Date: 10/12/2023

  October 12, 2023,
  
  Dear **********************,
  
  We received your complaint from the Better Business Bureau on 10/3/2023.  Your complaint states that you are being charged non-sufficient funds fees for money credited back to your account and funds from a closed ScoreUp Credit Builder loan that has not been credited to your account.  Additionally, you mention an overdraft protection product reporting to your credit that you claim you were not made aware of. A thorough investigation was conducted to understand more about your complaint.  The outcome is as follows:

  Our Instant BackUp loan is an overdraft protection source available to all of our members.  Whereas it does not require a credit check to establish, this line of credit is used solely when a members allocated Checking account becomes negative.  It will then transfer whatever is needed to clear the negative balance, waiving the $28 non-sufficient funds fee. 

  Our review of recorded calls determined that when this product was first offered to you on 7/21/2023, it was confirmed interest is charged and that it is a loan.  This information is also reflected in the disclosure in which you signed that day via DocuSign. The fact that this is a loan product and how it works was also explained to you various times by our ********************** Most recently, on 9/7/2023, the agent discussed in detail the Instant BackUp and advised you that once the loan balance is paid off, you have the option to close, if you prefer.  To date, this product remains open.  If you decide to move forward, please contact our ********************** visit our Virtual Branch, or go in person to your local branch and we will move forward with the closure.

  Regarding the ScoreUp Credit Builder loan, the amount approved is provided by Patelco and placed in a separate *************** account until the entire loan balance is paid in full. Then, the proceeds are made available.  In your case, your *************** account ending in suffix 60 had a balance of $5,002.06, since the loan amount was for $5,000 and it is an interest-bearing Savings account; your ScoreUp ********************** Builder loan ending in suffix 01 had a payoff balance of $3,813.79.  This payoff balance was deducted from the *************** account, and the remaining amount of $1,188.27 was deposited into your *************** account ending in suffix 00.  Therefore, you received the full amount owed to you.

  In your complaint, you also claim you are receiving non-sufficient funds fees for money credited back to your account.  Our research concluded that our ********************* went above and beyond in granting multiple exceptions by crediting you back non-sufficient funds fees well over our standard guidelines.  Each time this was completed, the agents would provide solutions and advice such as setting up alerts to ensure enough funds are available prior to you using your debit card to avoid future non-sufficient funds fees from taking place. Our records indicate that transaction alerts have not yet been set up.

  Ultimately, we maximized the amount of reversals we could process, and you were advised of this on 10/3/2023. However, our research also uncovered that a dispute on a transaction was submitted and found in your favor.Therefore, our Card Operations manager has agreed to reverse the $28 non-sufficient fund fee that was a result of this disputed transaction. This was credited back to your account on 10/10/2023 and will be the final fee reversal we can perform this year.

  **********************, we thank you for bringing this matter to our attention and allowing us to review it on your behalf. We also wanted to direct you to some resources Patelco has available for all our members to aid in building financial wellbeing. If you are interested in receiving personalized advice on budgeting, building a financial path, or credit building, our ******************* Specialists are available for you for free as part of your membership. You may schedule an in-person or phone appointment by contacting our ********************** visiting our Virtual Branch, or visiting *********************************************************************************; We also have many educational and self-service resources available on our website. We encourage you to learn more by going to www.patelco.org and reviewing everything available in the Financial Wellness section.

  Thank you once again for taking the time to provide your feedback and allowing us to look further into this matter.

  Sincerely,
  ***************************
  Senior Member Experience Specialist
  

  
  

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20690360
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** Iii you fixed the 28 doller non sufficient fund fee but your lieing about the the score up credit builder loan I did not receive all of my money back and the lady told me I wasn't going to get it all back I don't understand why it's my money  that I worked hard for you can review again the amount that you credited back to my account it was not all I got it down to ***** not *****

  

  Business Response

  Date: 10/17/2023

  October 17, 2023,

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

  Thank you for taking the time to review our response.  We received your rebuttal from the Better Business Bureau on 10/13/2023 that states you disagreed with our conclusion that all funds from a ScoreUp Credit Builder loan were provided to you. We would like to provide more clarification into this matter:

  Your $5000 ScoreUp Credit Builder loan ending in suffix 01 was established on 9/15/2022, with a ****% interest rate and a 5-year term.  All Patelcos closed-end loans use a Simple-Interest Payment method.  This means that each payment made satisfies the daily interest that had accrued first, and the remainder goes towards the principal balance.  This allows our members to avoid paying the entire finance charge on the full loan amount, should they decide to pay it off early. 

  Your loan history indicates that prior to the loan closure on 7/12/2023, you had paid in total $139.19 in interest and a total of $1,191.16 in principle.  On the day of closure, 7/12/2023, the payoff balance was $3,813.79, which included daily interest of $4.95 and $3,808.84 as the principal balance. As previously stated in our last response, this payoff was drawn from the ScoreUp Credit *************** account ending in suffix 60, since the funds werent available in any of your shares. The balance in this *************** account ending in suffix 60 was $5,002.06 that included the Savings interest accrued.  The remaining amount owed to you after this payoff was $1,188.27 deposited into your *************** account ending in suffix 00 this same day, 7/12/2023.

  Please refer to your Loan Agreement and Truth in Lending Disclosure along with your account history and receipts for confirmation of these details.

  We hope this brings further insight and clarity with this matter.

  Sincerely,

  ***************************
  Senior Member Experience Specialist

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20690360
  
  I am rejecting this response because:
  Why would you charge me interest on my own money that I was suppose get back after it was paid off that doesn't make any sense and I don't understand how got this account dismissed for fraud for not having the suffix correct but the majority of the things on my credit report doesn't have it either but it's still on there everything I'm dealing with right now is defamation of character with cfob life lock everything but yea I shouldn't get charged interest on my own money it doesn't state that in the contract like I said it got removed for fraud so I should have recieved all my money back
  Sincerely,
  
  *************************** Iii

• Initial Complaint

  Date:09/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reported my credit card as lost/stolen to fraud **** after I received statement in the mail with unauthorized charges. Patelco is not handling my credit card unauthorized transactions. I had to call many different **** and no one is taking care of this. I keep repeating myself numerous times and the balance is still showing as I owe and due date is September 25, 2023 and I'm concerned that they will not take care of it and force me to be delinquent, Statement shows balance of $2,133.75 but the additional charges are total of $4,690.41. I never authorized these charges.

  

  Business Response

  Date: 10/19/2023

  October 19, 2023

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

  We received your complaint from the Better Business Bureau on 10/12/2023, regarding unauthorized charges on your account which you disputed.  A review of your account and events surrounding this matter was conducted. The outcome is as follows:

  Our records indicate that between 8/8/2023 and 9/5/2023,there were 47 transactions totaling $4,690.41 charged to your Pure Mastercard ending in ****. Two claims were filed, one totaling $4,623.16 on 9/3/2023 and another for $67.25 on 9/22/2023. In these claims you stated these charges were fraudulent and unauthorized. Our investigation uncovered that the physical card was present, and the chip was used for all these transactions; therefore, claim #**********C was denied on 9/13/2023.  An email was sent to you this same day advising you that the claim was denied with the reason: There was not true fraud or there is no fraud pattern found for transaction(s) in question. 

  Upon receiving this email, you contacted our ********************* to request the claim be reopened. On 9/16/2023, you responded to the claim reopen request email stating you had never used the card and the transactions are unauthorized.   Upon receiving your email, a Fraud Prevention Investigator reached out and spoke to you on 9/20/2023. During this call you explained that your card had been lost but that you were unaware that it was missing until you received the August 2023 statement. On 9/20/2023, the claim was reopened, an email confirmation was sent to you, and provisional credit totaling $4,623.16 was issued to your Pure Mastercard ending in ****. Later this same day, an email was sent stating the claim investigation had concluded and was found in your favor.

  There was one final unauthorized transaction for ********************************** in the amount of $67.25 that was posted to the credit card account on 9/5/2023 and was not part of the original claim. Another claim was opened on 9/22/2023 to dispute this transaction, and provisional credit was applied immediately after.  This second claim was also found in your favor.

  ******************, based on our investigation, all 47 transactions have been credited back to your account, and the two claims have been closed. All provisional credits posted to your account now remain permanent. In addition to resolving the card claim matter, we also wanted to provide you with additional resources that Patelco has available to allow our members better tracking and control over their card activity.  Features such as card alerts and card controls are located under the *************** widget using our website or mobile app. 

  Our members now have the option of customizing alerts based on certain transaction details such as location, dollar amount,and merchant type.  You also have the ability of customizing card controls which will deny certain transactions based on location, dollar amount, transaction types and merchant types.  By setting up these alerts and controls, this allows you to have a clear understanding and control over each of your cardstransactions. To learn more, please visit www.patelco.org > **** Services > ***************.

  Thank you for the opportunity for us to address this matter.We hope this conclusion brings resolution to you.

  Sincerely,
  ***************************
  Senior Member Experience Specialist