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

  3569 Industrial Drive Santa Rosa, CA 95403

  
• 

  Patelco Credit Union

  2600 Camino Ramon #4CS065 San Ramon, CA 94583

  
• 

  Patelco Credit Union

  4515 Rosewood Drive Pleasanton, CA 94588

  
• 

  Patelco Credit Union

  3101 Travis Blvd Suite A Fairfield, CA 94534-3480

  

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

• Initial Complaint

  Date:03/07/2023

  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.

   
  Complaint: 19549370
  
  I am rejecting this response because: My local Patelco branch at *************************************************. *****; did verify that they had closed my both my debit card and credit card on the same date 01/13 2023. 

  I do hold Patelco responsible for closing both cards on 01/13/2023 as my local branch did verify to me that both cards were closed on this date. 

  I do not accept that only one card was closed on this date because I recieved extensive verbal confirmation that the credit card was closed as well as the debit card. 

  There is no mistake because I did it separately. I walked out of the Patelco office in ******* **. For five minutes before remembering the credit card needed to be closed. I walked back in to close the credit card account seperately from my trip to close the debit card account at five minute interval.

  I do hold Patelco responsible to fix this based on local branch verbal verification of the effective date 01/13/2023.

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

  

  Business Response

  Date: 03/15/2023

  March 15, 2023 
  
  
  Dear ****************, 
  
  
  We received your complaint from the Better Business Bureau on March 7, 2023, regarding the denial of the card claim you had filed.  Upon receipt, a thorough investigation was completed. The outcome is below: 
  
  On 1/13/2023: You visited our Fremont Branch and requested to have one replacement debit card printed. The branch provided you an instant issued debit card ending in ****. It was confirmed through our research that the credit card ending in **** remained open.
  
  On 1/17/2023: You informed our ********************* that your wallet containing your Patelco credit card was stolen on 1/12/2023 and filed a dispute for 5 transactions completed on 1/13/2023 using the open credit card ending in **** and totaling $249.20. Confirmation of this dispute was sent to your email on file.
  
  On 1/24/2023 a follow-up email was sent informing you that a pending $36.50 ********** transaction included in your dispute did not post to the account and therefore, this transaction would be omitted from the dispute.
  
  On 1/30/2023: Your claim was denied, and a Denial Notice was emailed explaining the reason as: There was not true fraud or there is no fraud pattern found for the transactions in question.
  
  
  In all disputes filed by our members,Patelcos ********************* conducts a fair and comprehensive investigation. During your dispute investigation, we uncovered: 
  
  - All disputed transactions were authorized by the **** and took place on 1/13/2023 which was after you stated your wallet had been stolen on 1/12/2023.
  
  - On 1/17/2023, you confirmed with our ********************* that the charge from Harbor Freight Tools for $14.30 on 1/13/2023 was a valid transaction. This transaction was authorized after you reported your wallet was stolen.  
  
  - You included a transaction for the merchant, The Bicycle Garage PGS in your 1/17/2023 dispute.  We learned through your previous and current card history that you regularly conduct business with this merchant and that this specific    transaction was valid.  This was confirmed by speaking with the merchant directly and obtaining a copy of the receipt.
  
  
  
  
  It was determined through the initial dispute investigation that the transactions were not true fraud, and all charges were valid. Patelco researched your denied claim once again during the investigation of your complaint and made the same conclusion. Therefore, the decision to deny your claim remains the same. Patelco does not agree that we did a poor investigation, and the attention to this matter did not differ from our standard practices. 
  
  
  Considering the facts outlined, we advise all further attempts for recovery be resolved through the merchants directly. We hope this provides more insight into dispute eligibility for any future transactions. ? 
  
  
  Thank you for the opportunity to address this matter with you.  
  
  
  Sincerely,? 
  
  ***************************? 
  Senior Member Experience Specialist? 
  
  
  

  

  Business Response

  Date: 03/23/2023

  
  March 23, 2023
  
  
  Dear ****************,
  
  
  We received your rebuttal to our Better Business Bureau response on 3/16/2023.  We have reviewed your statement and would like to add further clarification surrounding our decision to deny your claim.  A more detailed timeline of the Pure Mastercard credit card transactions included in your claim and your activity are as follows: 
  
  
  1/13/2023 at 11:23am: A QuikStop transaction for $11.13 was authorized using the **** and posted to your account on 1/15/2023.For transactions to be authorized via ****, the physical card needs to be present at the time of the transaction.
  
  1/13/2023 at 11:25am: Another QuikStop transaction for $5.10 was authorized using the **** and posted to your account on 1/15/2023. 
  
  1/13/2023 at 12:00pm: A Harbor Freight Tools transaction for $14.30 was authorized using the **** and posted to your account on 1/15/2023. You confirmed this charge was valid when calling our ********************* on 1/17/2023. 
  
  1/13/2023 at 1:33pm: An Olive ****** transaction for $50.00 was authorized using the **** and posted to your account on 1/16/2023. 
  
  1/13/2023 at 3:15pm: A transaction for The Bicycle Garage PGS for $182.97 was authorized using the **** and was confirmed valid by the merchant directly who also provided the corresponding receipt. This transaction was posted to your account on 1/16/2023.
  
  1/13/2023 at 4:22pm: A ********** transaction for $36.50 was authorized for a partial amount, but never posted to the account.  Confirmation that this transaction would be omitted from your complaint was sent via email. 
  
  1/13/2023 at 5:18pm: Your debit card ending in ****************************************************** **** was printed at the Fremont location. 
  
  1/13/2023 at 5:48pm: You returned back to our Fremont branch to report your Mastercard Pure Credit **** ending in **** was also missing and you requested that we close this card. Due to a processing error, this card was not closed during this visit. This card was eventually closed on 1/17/23; however, no additional transactions were authorized on this card after 4:22pm on 1/13/23.
  
  1/17/2023: Based on the pulled recorded call with our *********************, you advised the agent assisting you that your wallet was last seen at around 10:00pm on 1/12/2023 and that you noticed it missing when you woke up the next morning.  You also stated that you went to the local branch immediately after you realized it was missing on 1/13/2023. Our records indicate that no further contact took place until your visit at around 5:18pm, and all transactions were authorized prior to this branch visit as outlined above.  
  
  You initially indicated to the ********************* agent that you havent used the card since December 2022 and that youve never used your cards at any of these listed businesses. As the agent reviewed the transactions with you over the phone, you confirmed with her that the Harbor Freight transaction was authorized, and our Patelco **** Fraud team confirmed your regular transaction history with The Bicycle Garage PGS merchant. As mentioned in the outline above, we also received confirmation directly from The Bicycle Garage PGS merchant which included a receipt copy.  Since the authorization was by ****, the card would have to be present at the time of these transactions. These two transactions took place in the middle of others you listed in your claim as fraudulent and unauthorized due to your card being stolen; therefore, the card should not have been in your possession at the time.

  
  In conclusion, due to the **** authorization, the information you provided, and this confirmed transaction with Harbor Freight,the claims were denied. A notice of claim denial was sent to you via email on 1/30/2023.? As a result, and as we mentioned in our original Better Business Bureau response,we recommended you work with the merchants directly for possible recovery. 
  
  We hope this provides more clarity in our decision. Patelco would like to refer you to some resources we offer for card management for future instances.  We offer a multitude of self-serve options by logging into your online banking at www.patelco.org and visiting **** Services then **** Management.  These options include items such as placing a temporary block or freeze on your Patelco cards and setting up customized transaction alerts for any future instances.  
  
  Sincerely,? 
  
  
  ***************************? 
  Senior Member Experience Specialist? 

  
  

• Initial Complaint

  Date:01/29/2023

  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 started receiving mail last year from PatelCo addressed to two individuals who do not live in my home. I have returned mail to the local branch (**** **************************) multiple times indicating this error in their records, but they have failed to take any action for nearly one year.(I have already filed a police report for potential identity theft, and continue to monitor my credit reports.)I would like a detailed explanation from PatelCo to confirm what actions they have taken regarding this fraudulent account and when they expect to resolve their error.

  

  Business Response

  Date: 02/08/2023

  February 8, 2023
  
  Dear *********************,
  
  We received your complaint from the Better Business Bureau on January 29, 2023. Your complaint was regarding receiving Patelco mail addressed to two individuals that are not associated with your current home address. Upon receipt, a thorough investigation of the steps Patelco took towards resolution was completed. The result of our investigation is outlined below: 
  
  On 11/20/2020: Patelco received an online channel application that auto booked for one of the two individuals that used your home address.
  
  On 11/21/2020: Patelco received a second online channel application that auto booked for a second individual using the same address.
  
  On 11/25/2020: Patelco Fraud Prevention team identified both applications as high risk and as part of a fraud ring. Therefore, both accounts were permanently restricted to prevent fraudulent transactions.

  On 2/4/2022: You visited the ******************* branch to request Patelco to stop mailing correspondence addressed to two individuals who do not reside at your home address.
  
  On 7/11/2022: You made another visit to the ******************* branch and spoke to the Branch Manager, *******************************. Once again, you requested Patelco to stop mailing correspondence to two individuals to your home address. During this visit ******************** recommended for you to file a police report and place a credit freeze on your credit report as well as any other individuals in your household as a security measure to protect all your information.

  
  On 1/30/2023: Patelco took the necessary measures to block your home address from any accounts that had your address associated with a membership. However, we would like to advise you that our system automatically generates an address change confirmation to be mailed to the original address for security measures. This means there will be one final mailing you will receive for both unassociated individuals to your home address.This notification verifies the address change was completed by Patelco Credit Union. This adjustment in our system will stop any future mail to be sent by Patelco to your home address.

  
  Additionally, we want to assure you that the branch representatives diligently escalated your concerns to the appropriate department. There are many security measures Patelco must follow to ensure any substantiated claims made, especially if there is any risk or suspected fraud. The two accounts were restricted and flagged permanently since 11/25/2020. We have also confirmed that permanent restrictive flags have been placed to block any Patelco- related mail to be sent to your home address after the address change notifications noted above are received.

  
  We understand this was a frustrating matter that you endured, and the impact it may have had on your own financial well-being. Be assured Patelco has confirmed all necessary steps were taken to stop any future mail. 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.Should you have further questions or concerns, do not hesitate to contact me directly at ************** or email me at ***********************************
  

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

• Initial Complaint

  Date:01/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a new accont number from Patelco Credit Union yesterday due to potential fraud to my checking account and received a new member number at 4:45 pm yesterday. They told me that I could re-enroll to access my accounts in 24 hours which was today at 4:45 pm. I tried to re-enroll but it gave me problems and error code saying that it could not find my personal information. So I will not have access until I call someone on Monday January 30, 2023

  

  Business Response

  Date: 02/08/2023

  February 8, 2023
  
  Dear *******************************,
  
  We received your complaint from the Better Business Bureau on January 29, 2023.Your complaint was regarding not having access to your online banking after completing an account reassignment. Upon receipt, an investigation was completed. The results of our investigation are outlined below:

  
  On 1/27/2023: An account reassignment was completed by one of our ********************* agents after you had called and informed us that you unfortunately fell victim to a job scam,provided your account details, and sent two Zelle transfers. Upon completing this process, the agent informed you that you would need to register for online banking once again using your new account information after 24 hours.
  
  On 1/28/2023: You attempted after a full 24 hours to log into your online banking but were unsuccessful. When you contacted our *********************, it was not within our business hours, therefore you were unable to retrieve access because the system wasnt recognizing the information being inputted.
  
  On 1/30/2023: I called and spoke to you over the phone. I had offered to provide you with a temporary password to easily allow you to register your online banking.  You declined my offer as you explained that you did not have internet access at that time.  You elected to try to use the Forgot Password option when you had an opportunity to do so. You called the ********************* later this day once the Forgot Password option did not work for you. It was uncovered that the incorrect User ID was being used. The agent was able to assist you, and you confirmed with me later over the phone that you were successfully able to gain access once again.
  
  During our phone conversation, you also informed me that ***** was not working with your new online banking information. I contacted our Centralized Support team to unsubscribe your Zelle profile from your previous account number. I was advised that the two Zelle transactions authorized from 1/27/2023 were still pending, and due to process this day. The representative assisting me advised to call again the next day once the transactions were fully completed to proceed with unsubscribing your previous Zelle profile.
  
  On 1/31/2023: I contacted our Centralized Support team to confirm the pending transactions had processed and unsubscribe your Zelle profile from your previous account. The representative who assisted me this day attempted to do so but was still unable to move forward due to reoccurring transfers that you set up in the past. When he tried to cancel them, the system would not allow him to do so. Therefore, he advised me to submit a ************************ request to ask our Zelle vendor to move forward with unsubscribing you. When I called and relayed this information to you, you had inquired about the details pertaining to the reoccurring transactions. I informed you that I would contact our ******* Services team to uncover these details and follow up with you. Once the service request was submitted, I sent you a recap email that included the service request number.
  
  On 2/1/2023: I sent you a follow-up email to inform you that the service request was still pending, and that the vendor was still working on unsubscribing your Zelle account.
  
  On 2/3/2023: I sent a confirmation email informing you that the Zelle profile had been unsubscribed and requested that you test and confirm that you were able to successfully access Zelle under your new online banking profile. I also informed you that I was still waiting for the reoccurring transaction information, but that I would be following up with you at the latest that following Monday to provide these details. You replied to my email confirming you could access Zelle.
  
  Later, I contacted our ******* Services representative who leads our ****************** In this conversation, he informed me the reoccurring transactions were from 2017, provided the institution and the last 4 digits of the account number they were ************************ to.He also confirmed that the 2 transactions sent on 1/27/2023 were returned, and we were able to credit your Checking account back $500 and $750. When I called you, you recalled the reoccurring transactions, and I informed you of the credits to your Checking account

  
  *******************, we understand how frustrating it can be to not have access to your accounts when you need them, especially after the scam experience you encountered. Though we were unable to resolve your concerns immediately due to our business hours, we hope you feel our commitment and ownership to rectify your situation as soon as possible.

  
  We also wanted to bring awareness to available resources Patelco Credit Union offers to help our members be proactive in this evolving fraud environment.  Please know that Patelco actively works to combat fraud on our members' accounts. To learn more about our efforts, please visit ********************************************************************.
  
  We hope this provides further clarity and insight into your concerns. Thank you for being a valued member of Patelco since 2002.We look forward to our continued relationship with you.
  
  
  Sincerely,
  
  ***************************
  Senior Member Experience Specialist
  

  
  

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from them and they allowed the dealership to forge our names.

  

  Business Response

  Date: 01/22/2023

  Please see attached letter from Patelco Credit Union

• Initial Complaint

  Date:01/11/2023

  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 have been a member of Patelco since **** with $50,000 in it.My life savings. I live 896 miles from ********** and am 85.Patelco is closing my account because they allege I hurt their feelings. I have no access to my money and am frightened.

  

  Business Response

  Date: 01/20/2023

  January 20, 2023

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

  
  We received your complaint from the Better Business Bureau on January 11, 2023.  Your complaint was regarding Patelco Credit Unions decision to close your membership and not providing you with access to your funds.  We performed a thorough review of these events to learn more about your complaint. Please refer to our previous CA ********** of ********* Innovation and Protection (DFPI)response for a detailed outline of events surrounding the investigation into your debit card concerns. The outcome is as follows:   
  
  In September 2022, you had requested a debit card prior to your existing one expiring, which we had issued to you as an exception to avoid a lapse in accessing your funds. Various emails were sent by you to Patelco, and to multiple unrelated third-party entities, expressing your concerns with Patelcos updated contactless debit cards and the activation number provided with the card. You also raised concerns regarding the Outlook automated warning message on our e-mail replies notifying you they were sent from an external source. ********, Member Experience Manager, and *******, Senior Member Experience Specialist, replied to each of your e-mails. They tried to contact you via text and phone to confirm the validity of the replacement card and their e-mails to you. ******** requested to speak to you by phone to assist with the activation process to allow debit card access.

  
  In October 2022, you submitted a DFPI complaint regarding the validity of the debit card sent to you. In one of your e-mails, also sent to multiple entities, you attached a picture of the front and back of the debit card. Once again, to avoid a lapse in your debit card access and to protect your account, ******* requested another debit card be expedited to you via *** once you publicly exposed the card information. She e-mailed you asking that you not activate the other debit card received, which you confirmed you had no intention of doing. In an e-mail to *******, you stated that our recently retired employee, *****, was suspicious and asked for us to investigate her for criminal activity due to her initially denying you a replacement debit card and then retiring from the company. We then learned that later that day you posted a comment on Patelcos CFOs LinkedIn page alleging a possible phishing from an ex-employee. We addressed this in our DFPI Complaint response and asked that no further unsubstantiated claims be made by you against Patelcos employees.
  
  On November 2, 2022: You sent an email to the various entities once again which included the claim that Patelco was violating your human rights by denying access to the money in your Savings and Checking accounts.
  
  On November 4, 2022: You sent an email claiming the Attorney General confirmed the cards sent to you were fraudulent and sent by unknown criminals. You claimed that this is a concerted effort to deprive you of your money and that Patelco employees who have communicated with you may be part of a criminal gang or part of ongoing persecution.
  
  On December 20, 2022: You posted on ****** City Councils ****** Patch website comments similar in nature to the comments above claiming Patelco was denying you access to your funds and that Patelco had provided you with fraudulent debit cards.
  
  On December 22, 2022: Patelco sent you a Notice of Account Closure via e-mail and via ***** The notice detailed Patelcos decision to close your membership, effective 2/1/2023, on the basis that you have failed to conduct your business in a civil and business-like way.
  
  On January 3, 2023: We were included in an e-mail you sent ******* and multiple parties that stated your debit card had expired and that a replacement was never issued.
  
  On January 9, 2023: You sent an e-mail to various entities and ******* once again stating that Patelco is denying access to your funds
  
  On January 10, 2023: You sent another email to ******* and the other entities similar in nature to previous correspondence that stated Patelco sent you two fraudulent debit cards, we are denying access to your account, and that your expired debit card hasnt been replaced. You expressed difficulty in paying your rent since you did not have an active debit card, but you were able to pay with cash you had on hand. Once again, you attached a picture of the front and back of the second replacement debit card in this e-mail again, posing a security risk to your account.
  
  To guarantee the closure notice was received, ******** sent you a text message which you confirmed receiving in another email sent later this day.  You expressed concern that you did not have access to the money held at Patelco and will need to open another bank account.You requested a short-term debit card to expire on the date of membership closure.  To provide access to your money as soon as possible, ******* replied that we would overnight an Official Check containing all funds in your Checking and Savings and that we would provide the tracking number once available. We also informed you that the account would remain open until 2/1/2023 to allow your direct deposits to process and the final closure check would be sent to you. You sent a text message to ******** and an e-mail to ******* specifying you would like a Cashiers check for all funds in your membership.  In the e-email, you detailed your suspicions as before, and stated you would contact the ***** of **************** You stated in this message the closure notice was never received.
  
  On January 11, 2023: ******* responded to your e-email explaining an Official Check and Cashiers check are the same and considered guaranteed funds. She had let you know that our intent in providing this Official Check prior to the 2/1/2023 closure was for you to open another bank account, have quicker access to your funds, and pay for your necessities such as your rent. She informed you a temporary debit card would not be sent and confirmed the account would be closed on 2/1/2023 to allow your direct deposits to go through.
  
  On January 12, 2023: You continued sending e-mails to multiple parties contesting the decision to close your account. You requested proof of your actions and your December 2022 statement.
  
  On January 13, 2023: An Official Check payable to ********************* was issued that contained all funds in your account and overnighted via *** along with your October through December 2022 statements.
  
  On January 16, 2023: We discovered you posted a comment on our Operations Senior VPs LinkedIn page claiming we are thieves.
  
  On January 17, 2023: You sent another e-mail with additional parties added to the list stating the check you received was bad and that you have no access to your cash. ******** replied to this e-mail reassuring you the check can still be negotiated when opening your new bank account. In this reply, she addressed screenshots of ******** postings you made which contained the Official Check image that were attached to your e-emails. She advised you this can put you at risk of identity theft or fraud and recommended these images be removed for protection.
  
  ****************, please understand that Patelco does care, and it was always our intent to provide access to your funds and be able to have ongoing communication with you to lay your concerns to rest.  After providing two replacement debit cards,we went above and beyond to provide you peace of mind by sending various messages through multiple channels, and even by contacting the manager of the hotel you reside in to speak to you directly.
  
  Our representatives communicated the importance of your willingness to activate the cards sent to you to avoid a lapse.  When you expressed difficulty paying your necessities, we offered the Official Check earlier than the closure date to give quicker access to your funds.  These actions came from a place of empathy, not spite.  Our goal was to assist you further even though we no longer could offer membership. 
  
  Patelcos expectations for our members were detailed in the Notice of Account Closure sent on 12/22/2022 via email and physical mail; however, it is also detailed in our Member Handbook located on our website www.patelco.org, page 2, titled Grounds for Expulsion or Denial of Services. It states:
  
  As a member-owned cooperative, Patelco Credit Union is your Credit Union.  Members are expected to uphold high standards of honesty, personal responsibility, and courtesy in dealing with the Credit Union and other Members.  We reserve the right to either (a)expel you from Credit Union membership or (b) alternately deny services at our discretion and if appropriate, restrict your access to Credit Union premises,if any of the following occur:  (1) you fail to meet your obligations to the Credit Union; (2) you fail to comply with applicable law and the credit unions bylaws as amended from time to time; (3) you are convicted of a crime in connection with business you conduct with the Credit Union; (4) you cause the Credit Union a loss in any way including but not limited to loan charge-offs, unrestored account overdrafts, or bankruptcy; (5) we learn after establishing your membership that we relied on false information in determining your eligibility; or (6) you fail to conduct your business with the Credit Union in a civil and business-like way. Violence, threats of violence,or harassment against Credit Union staff, volunteers or other Members will not be tolerated.
  
  Though it was difficult, Patelco made the decision to close your membership once it was discovered you sent many e-mails to multiple non-Patelco entities and social media messages that contained claims that our representatives had already addressed directly with you and confirmed were incorrect.  We had asked for you to refrain from this conduct and requested that all concerns be directed to us to address. You continued these behaviors and would not allow us the opportunity to assist. Therefore, the decision to keep the membership closed remains. 
  
  We hope that this provides further explanation and details as to the actions Patelco took to provide you with access to the funds in your account. Unfortunately, due to your conduct, we have decided to close your account.
  
  Sincerely,
  
  ***************************
  Senior ************** Specialist
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/24/2022

  Type:Sales and Advertising 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.

  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,
  
  ************************************nce due stating that we owed them the money back plus they add a late fee which makes no sense for a loan that is completely paid off per all the documents received and communication with their staff. I would like for someone to resolve this issue and remove the late fee for a loan in which nothing is due. When you call to speak with a supervisor they are always unavailable and the employees keep telling me its a back office issue and no resolution is being paid. We have never missed a payment in the last 4 years or had these numerous of issues with this credit union. No one seems to know what is happening.

  

  Business Response

  Date: 01/04/2023

  January 4, 2023
  
  Dear ****************************************,  
  
  We received your complaint from the Better Business Bureau on December 25, 2022. Your complaint was regarding an expected refund of an automatic transfer that took place. We performed a thorough review of your account records to learn more about your complaint. The outcome is as follows:   
  
  On 11/19/2022: You contacted Patelco to cancel your existing authorized automatic payment of $281.76. We received notice that you completed the form which included the DocuSign portion on the same day. 
  On 11/29/2022: Patelco paid off your 2018 ****** Frontier loan with a final payoff check received. 
  On 11/30/2022: Patelco received your incoming payment of $281.76. Since the posting account had been paid off in full on 11/29/2022. The funds were automatically deposited into a general account until the proper membership could be identified. 
  On 12/5/2022: You contacted the ********************* to inquire about your loan payment that was debited from your Chase account on 11/30/2022 for $281.76. You requested to have the refund posted to your Patelco Savings account since your auto loan was paid off. The agent completed a service request to start the research on the payment refund and advised you it could take 1-2 business days for a follow up. 
  On 12/6/2022: You placed another call to our *********************, as you were inquiring about an update. You were advised that the service request was still being researched and that a Payment Operations representative would follow up as soon as possible. 
  On 12/7/2022: You called once again the ********************* to receive a status update. The agent advised you the service request was actively being worked on and advised you we needed more time to complete your service request. 
  On 12/8/2022: You called to escalate your service request to a supervisor. Since the supervisor was unavailable, the agent submitted a high-level service inquiry to expedite the completion of your pending request. This inquiry was received shortly after, and the funds were uncovered based on our exception report.  The credit was transferred from our general account into your Patelco Saving account.  A Payment Operations representative called to confirm this took place.  You initiated an external transfer of this same amount through your Patelco online banking to your Chase account. 
  On 12/9/2022: Patelco received an unauthorized debit dispute from Chase for $281.76. Due to this going through the dispute channel, the electronic payment was returned. The adjustment was made to your Patelco Saving account, as this is where the initial electronic payment was placed because of the auto loan closure. This resulted in your Savings account balance becoming negative and a $28.00 non-sufficient fund fee. 
  
  Concluding our investigation, we would like to confirm that your automatic payment has been cancelled and no further transfers will take place moving forward. We would also like to clarify based on your complaint that no late fees were assessed on your auto loan.  As stated in our outline of events, a non-sufficient fund fee took place after Patelco received the Chase dispute and processed this request.  This $28.00 fee was credited back to your account on 12/29/2022.   
  
  ****************************, we appreciate you taking the time to make us aware of your concerns, and we also appreciate your patience as we actively worked on your request.  We want to assure you that during this time our representatives worked diligently escalating your concerns, and our Payment Operations team were committed to resolving this situation for you. 
  
  As a goodwill gesture based on your experience, Patelco has credited your Savings account $281.76, which covered the negative balance.  Therefore, no further action is required from you and the account is in good standing.  
  
  Thank you for the opportunity to address this matter with you. If you would like clarification or additional information, please send me an email at ***********************************. 
  
  Sincerely, 
  *****************************;
  Sr.Member Experience Specialist  
  

• Initial Complaint

  Date:12/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was denied a checking account due to me being from out of state for online banking and I sent them everything they asked for and they continually said it was inadequate this seems like they're pulling a scam to get people's information and then not giving them an account because there's no account to give

  

  Business Response

  Date: 12/27/2022

  December 27, 2022

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

  
  We received your complaint from the Better Business Bureau on December 19, 2022. Your complaint was regarding a declined Patelco Credit Union membership.Upon receipt, a comprehensive investigation was performed. The results of our investigation are outlined below:

  
  On 12/1/2022: You applied for a Patelco Credit Union membership. The application was submitted online using a Virginia drivers license and a ***** residential address. Due to this, the application was conditionally approved, and stipulations were added. Our agent had emailed you requesting proof of residency, a picture of you holding your photo identification and a signed ***************************** (***) acceptance for membership eligibility.

  
  On 12/2/2022: You provided the requested picture of you, your photo identification, and the first page of your lease agreement. Our New Accounts agent emailed you that we would also need the signature page of your lease agreement. You responded that this was signed online but that you would try to provide this.

  
  On 12/8/2022: Our ************** Center agent sent a follow up email regarding the stipulations still needed to complete your Patelco membership which included proof of residency and the *** acceptance to be signed. You sent a text message informing us you were still trying to get your rental agreement with signatures.

  
  On 12/9/2022: You provided your lease agreement which included an electronic signature but was sent after our business hours.

  
  On 12/12/2022: You sent text messages regarding the documents sent. The agent explained the documents were received at 11:32am this day and requested time to review.

  
  On 12/14/2022: There was a text message correspondence with you and another one of our agents. In this conversation, she advised you that we are unable to accept the lease agreement provided. She explained electronic signatures that we accept must be done through DocuSign. You provided other documentation but were informed this does not meet our criteria. The agent explained that because we were unable to verify your identity remotely, we would not be able to approve the membership. After this conversation, you placed a call to our ************** Center who further explained why we would not be able to accept the proof of residency documentation. You had stated you could provide a paycheck stub or utility bill, which you emailed while still on the phone. The agent informed you that we would review and send a follow-up email.

  
  On 12/14/2022: You provided 2 ********* ISD ************************* checks and a *************** Services Notice of Disconnection for Non-Payment invoice, which is not considered a paystub nor utility bill.

  
  On 12/16/2022: You called and spoke to one of our ************** Center leaders who reiterated that we could not except the documentation provided and explained in detail what would be needed.

  
  On 12/16/2022: You placed a call to our ************** Center once again. The agent explained the documentation was insufficient and we would not be able to move forward with the application.

  
  
  Patelco Credit Union is a member-owned, not-for-profit cooperative financial institution. As such, it is our utmost priority to properly authenticate and verify prospective members,especially when residing outside of our immediate area. To do so, Patelco Credit Union requires a specific list of documentation and guidelines we must follow. Patelco details our membership eligibility in our Member Handbook, effective July 1, 2021. This can be located on our website: www.patelco.org. Please refer to Page 1 titled Joining Patelco Credit Union, which states:
  
  To protect you and the Credit Union, we may require one or more of the following items before a new account offer is made or we permit transactions on an account: (1) your original membership application; (2) your photo ID showing your signature and your date of birth (3) your Social Security card or other acceptable government-issued document showing your Tax Identification Number, (4) a photocopy of an official document showing your current physical address if a) an address discrepancy is identified or b) follow-up documentation is needed to complete an application request and (5) if you are claiming eligibility for membership through employment, a pay stub or other document that we can use to verify your eligibility for membership. Although we will send mail to PO boxes and private mailbox service addresses at your request, we must have your physical address to provide services to you.
  
  ****************, please understand that it was not our intent to frustrate you, but to do our due diligence in following our authentication process. We are limited to who can join our credit union. We require a specific list of documents for proof of residency and our guidelines, such as being a complete document or signed via DocuSign, are put in place to mitigate risk.Any deviation from these items does not allow us to properly verify residence.

  
  Our records show that our agents communicated with you through multiple communication channels the specific documentation needed to proceed with your membership application and what was missing from the documentation already provided. Unfortunately, each time we received a new document, it did not meet the criteria for us to be able to proceed in establishing your membership and was explained to you. Due to this, our decision to decline the membership application must remain.

  
  We appreciate your attention to this matter and wish you the best of luck with your financial endeavors in the future. 
  
  Sincerely,

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

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Four days ago I contacted them because I was not able to login to my checking and savings account. For four days I have been calling asking for help. They promise to call me the next day. They have NEVER calked me. I am told its a level two???!I still can not access my account!

  

  Business Response

  Date: 12/19/2022

  December 19, 2022 
  
  
  ********************************************;
  1143 *********** 
  *******, ** 94590 
  
  Dear *****************************************, 
  
  We received your complaint from the Better Business Bureau on December 9, 2022.  Your complaint was regarding your inability to access your Patelco Credit Union online banking.  Upon receipt, a thorough investigation of the steps Patelco took towards resolution was completed.  The result of our investigation is outlined below: 
  
  On 12/5/2022: You called our ********************* two times to get assistance with resetting your online banking password.  On the first call, the agent walked you through the Forgot Password option and you were able to gain access. At this time, you attempted to change your User ID, but you kept receiving error messages. Later this day, you no longer were able to log into your online banking.
  
  On 12/6/2022: You placed another call to our *********************, as you were still encountering error messages when attempting to reset your password.  The agent submitted a request to our ******* Services team to research.
  
  
  On 12/8/2022: Our **Services Root Cause Analyst, ***********************************, submitted a service request to our online banking vendor to research and resolve.  Later that day, ******** escalated this vendor request in hopes of receiving a quick resolution.
  
  On 12/9/2022: Our ******* Services team reached out to the vendor to ask for further escalation.  We received notice from our vendor that the issue had been identified, and they were actively working on a fix. ******** called you to inform you of the steps that we had taken to resolve your online banking issue.
  
  
  On 12/12/2022: The vendor informed us that as they were working on the fix, there were additional items creating an interference in your online banking system.  They advised us that they were working on clearing this newly uncovered technical issue.
  
  On 12/13/2022: Our ******* Services team reached out to our vendor to receive a status update.  We were made aware that the technicians were still working on resolving the technical issue. ******** called you to provide this update. 
  
  
  On 12/14/2022: Our Vice President of ******* Experience escalated your issue to our Relationship Manager.  Later that day, we had requested to escalate even further, including our vendors CEO. 
  
  On 12/15/2022: We received confirmation that the issue had been fully resolved and your online banking access had been reinstated.  ******** had called two times and left voicemails to relay this message.
  
  
  On 12/16/2022: I called and spoke to you briefly over the phone.  You confirmed you were able to log into your online banking.
  
  As you were made aware, our online banking platform is held by a 3rd party vendor.  When you encountered this issue, our ******* Services team took the necessary steps to attempt a quick resolution.  Unfortunately, the technical issues were deeper than expected and took more time to clear up.  However, during this time, we want to assure you that our ******* Services representatives and leadership diligently escalated your concerns to our vendor.  They in turn worked studiously to try and fix these technical issues. 
  
  We understand how important visibility and access to finances are to our members. We wanted to let you know that Patelcos ******* Experience department are looking at our processes and actively working with our vendor to ensure a timelier response in the future.
  
  ******************** *******, we thank you for taking the time to make us aware of your online banking concerns, and we also appreciate your patience as we persistently worked with our vendor.  We hope this provides more insight and clarity to you.  Should you have further concerns or feedback, please do not hesitate contacting me directly at ************* or email me at *********************************. 
  
  Thank you for your continued business and for being a valued member since 2015.  We look forward to serving you    
  
  Sincerely, 
  ********************************;

• Initial Complaint

  Date:11/30/2022

  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.

   
  Complaint: 184808417
  **********************, yet another damage control expert evidently, is still ineptly attempting to misrepresent the situation to deliberately distort the narrative and put Patelco in a positive but deceptive light. I have no frustrations, and the multiple communications shall continue until the absolute and complete truth is told. Her key component omitted is that the account was rudely suspended without the courtesy of notice or any rational reason given. Which is why we voluntarily appeared the very next day to present our credentials and inquire about the non-existent notice or reason. Like ****** before her, ********* resorts to more outright lies and libelous falsehoods about what I supposedly did. At no time, did I request to have any account restrictions removed. At no time did I ask what needed to be done for me, personally, to gain access to the account. Access had already been granted to me, freely and willingly, by the account holder since 2016; I needed no access granted by Patelco, ever. These distinctions are crucial since our mutual visit was primarily in the nature of a customer query to find out first, why the account was suspended, and what needed to be done to reinstate it. I demanded or requested nothing of branch reps at any time in that regard. ********* lies as profusely as ****** did previously. A regular teller was the one to recommend co-account holder status. It was their specialist who produced the add-associate universal signature card to sign. Since I knew neither existed, it was impossible for me to request or demand either. At no time was it ever explained that the account holder needed to make any account changes herself. And the so-called steps she claims were taken to confirm the account holder's consent all occurred weeks and months after we had together, in person, completed all the proper paperwork. Their actual ill-intent was to disprove, not confirm, consent; they roundly failed as they continue to do. All I had ever clarified during all of our mutual visits, I was present solely to assist with translating the account holder's wants and requests since she was English-language challenged. That's been my sole purpose during in-person visits since I assisted the account holder to open her account with a former branch manager, whom these present apologists still refuse to acknowledge. The matter shall be duly laid to rest once these reps stop lying and start telling the truth. Notice that throughout the closing spiel about caring for members, safeguarding them, protecting their well-being and whatnot, never once does ********* include myself as meriting that selfsame protection, or deserving that selfsame courtesy and consideration. *******, when the sole role I've ever played throughout this entire saga is performing successfully those exact same functions on the account holder's behalf, at her behest, and with her complete permission, trust, and cooperation at all times. It is that rock-solid relationship that's rankled these reps the most in their inept attempts to portray it as somehow improper, especially on my part, which indeed remains wholly false, libelous, and defaming. What rankles them most is that all their belated attempts to do so fully failed. She can't even get the dates right: the questioned online contact occurred 13 Jan. *** voluntary, mutual visit occurred the very next day, 14 Jan., during which we were both subjected to outrageously ridiculous rigmarole already recounted Patelco's yet to rightly apologize for due to their own incompetence of record. ****** Translate, indeed. Well, we can always still resort to CHAT.come CO-account holders to preclude future problems since the online rep rejected my right to communicate on behalf of the member even after we recounted the complete details of our 7-year relationship: including the fact that I helped the member first open her account at that branch assisted by the branch manager whom we referenced for verification. Reps, online and off, inexplicably ignored our personal referral to the former manager, relocated to the nearby Danville branch. The **************** Specialist provided us with the Universal Signature Card to co-sign, mistreating us as criminal suspects every step of the process with a condescending and suspicious attitude, suggesting at some stage to cut a check for the balance to close the account. She harped upon the member's understanding, resorting to ****** TRANSLATE trying ineptly to prove us fraudulent. Their written response to the **** is riddled with outright lies, omissions, distortions, misrepresentations of fact. Outrageous.

  

  Business Response

  Date: 12/09/2022

  December 9, 2022 
   
   
  **************** Covino 
  P.O. Box 30108 
  ************, ** 94598 
   
   
  We received your complaint from the Better Business Bureau on November 30, 2022.  We are aware of your frustrations with this matter, as we have received multiple communications from you related to this situation since January 2022. We would like to outline the key components that led to our previous responses: 
   
  On January 3, 2022, Patelco Credit Union received a secure message sent through Ms. ************** online banking platform. Our records showed at this time the membership was held individually by Ms. ************* since May of 2016.  Due to the nature of the message, we noticed it was not directly sent by the accountholder. Therefore, as a standard security measure, online banking access was temporarily suspended until we could properly ascertain the account was not compromised.  
   
  On January 15, 2022, you and Ms. ************ visited the ************ branch where you requested on behalf of Ms. ************ to have all restrictions removed from her online banking. During this visit, you asked what needed to be done to gain access again to Ms. ************ online account. It was explained to you that Ms. ************* would have to be the one to request record changes to her account for you to gain access.  At this time, instructions were provided on how to be added to Ms. ************* account. Patelco took the necessary steps to confirm with Ms. ************* that she in fact consented to add you to her account as a joint account owner.? Once confirmed, Patelco updated Ms. ************** account records to reflect the joint account ownership effective January 15, 2022.  
  

  On January 18, 2022, an email was sent to inform you that all online banking restrictions were removed.  As a joint membership, both you and Ms. ************* were granted full access. This should resolve any further issues when there is a future inquiry request made by either account owner individually.  
   
  ****************, we would like the opportunity to lay this matter to rest. Our position is not to offend anyone, but to take proper actions to demonstrate we care for our members and their memberships. Even though our steps caused you frustration, our intent was always to look out for Ms. ************** financial wellbeing.  Due to the scamming environment that we are currently in, many of our members unfortunately have fallen victim by permitting non-associates access to their accounts. It is our obligation as a financial institution to help safeguard our members.  It is our utmost priority to ensure our members assets are well protected.  Therefore, we conducted our due diligence and security measures to confirm this took place.  As a result, Patelco denies that it made any libelous, false, or defaming statements in the investigation, resolution, or response to this matter.
    
  Thank you for the opportunity to address this matter with you.  
  
  Sincerely,  
  *****************************;
  Senior Member Experience Specialist 

  
  

  

  Business Response

  Date: 12/13/2022

  We have reviewed Mr. ******* new message that he does not accept Patelcos  response to his complaint. Our General Counsel has reviewed this matter and has advised us to inform you that our response we provided on 12/9/2022 to ****************, is our final response on this matter

• Initial Complaint

  Date:09/11/2022

  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.

   
  Complaint: 18011130
  
  I am rejecting this response because: Patelco refused to understand that I filed this claim as item was not made available due to item not being made available when merchant stated it would be available. I was in full communication with the merchant who seemed as a scam so I followed claim dispute procedures so in this insistence I was wrong? I believe I did more investigating this matter more then this banking institution made. What could I do if After over a month a item which I had cancelled was ship without my knowledge an made available through an unsecured delivery method and Im still help responsible! As a client that has been with Patelco for over 9 years I would think they would do a better job with actually taking claims serious but I believe they have gotten more like the bigger banks with to many clients so they cant thoroughly do their jobs failing to keep their mission /responsibilities to each client. In this situation I was a client that was told numerous times that a banking specialist would give me a call to help with this claim I received no calls from anyone just denied claims I hold thousands of dollars into my account this is not enough for them to go over board to keep my funds safe.

   

   

   

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

  ransaction due to shipper stating item was sent after cancelling my order as well as me being out of town for upto 7 days which documentation of me being out of town was submitted to patelco, I spoke with the delivery person which is FED EX who stated item was considered to be a lost package but was not in the value of ******* due to no signature required by the shipper which is ***** shipping policy anything over the amount of ****** require signature. I believe at this time I should not be held accountable since I had cancelled this item BEFORE shipment after consist miss information from the merchant.

  

  Business Response

  Date: 09/20/2022

  
  September 20, 2022
  
  
  Dear *****************************,
  
  This is to address the concerns you brought to our attention regarding a merchant dispute claim. We performed a thorough review based on the account activities on record to learn more about your complaint.The outcome is as follows:

  
  On 7/01/2022: You filed a card dispute claim for a transaction that settled on your Pure Mastercard on 6/17/2022 in the amount of $1,172.00. The dispute case was opened as "merchandise not received".
  
  On 7/6/2022: Patelco issued a provisional credit back to your Pure Mastercard and launched an investigation to learn more about your claim against PayPal *Tressexsan. We notified you about the provisional credit in writing.
  
  On 7/6/2022: Patelco filed a chargeback to attempt the recovery of the disputed claim amount from the merchant with reference to merchandise not received.
  
  On 8/15/2022: Through the chargeback guidelines, the merchant provided evidence of proof of delivery for the merchandise you requested. The Credit Union was unable to support your dispute with the merchant and denied your claim.
  
  On 8/15/2022: We notified you in writing that we were unable to pursue further recovery on your behalf, because the merchant provided documentation the merchandise was made available to you. Therefore, the provisional credit previously applied for $1,172.00 would be reversed on August 16, 2022.
  
  On 8/18/2022: You disagreed with the concluded investigation of the denied claim and requested to escalate your case to be reopened and re-reviewed.
  
  On 8/23/2022: The claim was reviewed again thoroughly, and the decision remained denied. Patelco Credit Union does not have further recovery rights, as the merchant provided proof the merchandise was delivered by *****.
  
  On 9/09/2022: You spoke with ******, Card Operations Manager for Patelco Credit Union, who confirmed once again the details to the investigation and the reason for your denied claim. She suggested you could try to recover your claim through another channel such as small claims court. Once more, you did not want to accept the decision made and requested to speak to senior leadership.
  
  On 9/13/2022: *************************, VP of Consumer Lending Operations and Service, left a message to follow up with you regarding the final decision of your dispute claim.
  
  
  Based on our multiple investigations and findings, the transaction you have disputed with the merchant, PayPal *Tressexsan for $1,127.00 will remain denied as our final decision. Your recent experiences that you endured with this matter is unfortunate. However, the Credit Union strongly urges you to handle your credit card with care and anymore requests for this dispute you must resolve directly with the merchant.
  
  Thank you for the opportunity to address this matter with you. If you would like any other further clarification or additional information, please send me an email at ***********************************.
  
  Sincerely,
  
  *********************************
  Sr.Member Experience Specialist

  

  Business Response

  Date: 10/03/2022

  October 3, 2022 
  
  
  Dear *****************************, 
  
  We received your rebuttal to our response on September 21, 2022, from the Better Business Bureau. Upon receiving your complaint, a comprehensive investigation was conducted.  
  
  Patelco adheres to Mastercard chargeback guidelines and additional guidelines under Patelcos Open-End Consumer Credit Agreements and Truth in Lending Disclosures for all claims. This disclosure was provided to you upon credit card issuance;however, it is also available on our website www.patelco.org.  Please refer to Section M titled Other Rights Applicable to Credit Cards, under item (2) Merchant Disputes, on page 5-6. You will note that it states:  
  
  "We are not responsible for the refusal of any merchant or other financial institution to honor you Card. We are subject to good faith claims and defenses recognized by law (other than tort claims) arising out of goods or services you purchase with the Card, but only if you have made a good faith attempt but have been unable to obtain satisfaction from the plan merchant and (a) your purchase was made in response to an advertisement we sent or participated in sending you; (b) your purchase was made from a merchant we own or operate; or (c) your purchase cost more than $50 and was made from a merchant in your state or within 100 miles of your home. We are relieved from any liability if you have already paid us for the disputed transaction. Any other disputes you must resolve directly with the merchant."
  
  
  Based on our records, the claim for PAYPAL *TRESSESXSAN was filed as merchandise not received and prompted our dispute investigation. Once a claim has been filed,we are unable to change the reasoning. During this process, the merchant provided evidence from ***** that the item was delivered on July 2, 2022. As a result, we no longer had the ability to support your dispute based on the reasoning you had selected.
  
  As a courtesy, we continued to make multiple attempts for recovery as a goodwill gesture, which was itemized in our previous Better Business Bureau response. Patelco was informed each time that it did not meet the criteria and prevented us from recovering the funds. This was explained to you over the phone on August 29,2022, by our Card Operations Specialist, and September 9, 2022, by our Card Operations Manager. Both advised that recovery would need to go through the merchant directly or in a small claims court. Additionally, our Card Operations VP attempted to contact you on September 13, 2022, per your request, to which he left a voicemail but did not receive a call back. These details were confirmed during our initial investigation.  
  
  Patelco performed its due diligence and researched the matter you addressed regarding your dissatisfaction with the denied claim. Therefore, our response remains the same. Patelco does not agree that we did a poor investigation, as we have reviewed this case multiple times.The attention to this matter did not differ from our standard practices, and we worked earnestly to retrieve the funds on your behalf.  
  
  Considering the facts outlined, further attempts for recovery should be resolved through the merchant directly. We highly recommend scrutiny whenever using your cards since not all transactions are able to go through our dispute channel. We hope this provides more insight into dispute eligibility for any future transactions.  
  
  
  Thank you for the opportunity to address this matter with you.
  
  
  Sincerely, 
  
  ********************************;
  Senior Member Experience Specialist