Complaints

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:04/30/2025

  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.

  This complaint is in reference to an inaccurate charge-off reported by Wescom Credit Union under account number ************, listing a balance of $974.00. The reporting on this tradeline is flawed, with unresolved discrepancies surrounding the date of last payment, balance aging, and payment history. I have formally disputed this account multiple times and received nothing more than vague responses with no supporting evidence or verifiable documentation. Wescom, as the data furnisher, is bound by 15 U.S. Code 1681s-2 to report only accurate, complete, and verifiable information. Furthermore, the credit bureaus are required under 15 U.S. Code 1681e(b) to use reasonable procedures to ensure the data is correct. Wescoms response violated 15 U.S. Code 1681i by failing to conduct a lawful and reasonable reinvestigation. Given the increasing risk of data breaches, I believe it is likely that this tradeline is linked to one such incident where my personal data may have been compromised. Wescoms failure to verify the accuracy or legitimacy of this account is unacceptable. I am demanding that this inaccurate reporting be corrected immediately in full compliance with the Fair Credit Reporting Act.

  Business Response

  Date: 05/06/2025

  We have reviewed our records and have found that no prior disputes are showing with Wescom or with the vendor working this account and historical data has been reported accurately.   All letters and/or offers have been mailed to the address we have on record.   Wescom is also responding to Mr. **** directly with specifics to maintain his privacy on this public forum.
  

• Initial Complaint

  Date:04/09/2025

  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 writing to formally address a troubling experience I had at your ******** branch on April 4, 2025. I believe that I have encountered discriminatory practices that violate California penal code regarding equitable banking practices.Upon my arrival, I was met with a dismissive and unprofessional demeanor from an employee named ******* *****. As a senior citizen, I kindly requested that my dealer stay with me during the transaction for assistance. In response, Ms. ***** shouted that they had to leave, despite my insistence that it was acceptable for the dealer to remain. I felt my personal rights were violated in this exchange.Ultimately, Ms. ***** asked me to leave the bank, claiming she was off-duty and walking out herself. When I requested assistance from other staff members, she shouted, "No."Approximately 30 minutes later, I received a call alleging that I was practicing fraud and that no further assistance could be provided, without any explanation. I assure you, there is nothing fraudulent about my *************** a senior citizen receiving Social Security and having recently started a maintenance position, I provided proof of payment from a legitimate small company. This documentation is genuine, even though the company does not use ADP and generates pay stubs through word processing software. Moreover, my credit score is over 700, and I have no delinquencies.

  Business Response

  Date: 04/18/2025

  We appreciate this matter being brought to our attention.  After further researching the transactions mentioned in the complaint, we can assure you that Wescom did not engage in discriminatory practices.    Our staff is trained to keep our members interest and financial safety in mind with every interaction.  Our team member that assisted you followed our company policies and procedures for these types of transactions. 
  Wed be happy to assist you with your auto loan needs. If youd like to discuss other options, please contact me directly at **********************. 
  Sincerely,
  ******* *****
  SVP, Branch Operations

• Initial Complaint

  Date:03/21/2025

  Type:Order 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 responsible for the debt alleged by WESCOM CU. There is no agreement between me and WESCOM CU, and they have not provided the original contract as requested.

  Business Response

  Date: 04/02/2025

  Due to the personal nature of the complaint, we have replied directly to the member and consider the matter closed.

• Initial Complaint

  Date:06/28/2024

  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 contacted Wescom Credit Union today to dispute a charge at ******* for $28.19 & explained to them what I am going through to get a refund or my money back. Mercari and its seller sent me the wrong ******** have been trying to contact ************* seller to get the wrong item returned but getting no response from the ***************** I was transferred to Wescom Card Services & was told I can only get a refund if I send the wrong item back which is what I have been trying to do with ************** seller but getting no response & will probably cost more than the amount I am disputing if I send it back myself instead of going through the Mercari app. Wescpm card services also advised me earlier to post complaints on the platform about this terrible shopping experience & by following the advice was blocked by the seller so now I have no way to communicate getting the wrong item back to get refunded. I am so disappointed with Wescom that **** debit card purchases has no protection for consumer issues like this. Wescom Credit Union and Wescom Card Services are part of the problem shielding bad platforms like mercari & this terrible seller to profit from buyers not receiving what they paid for. Shame on you Wescom Credit Unon, I regret trusting this financial institution to do my banking needs & not providing protection to their customers.

  Business Response

  Date: 07/03/2024

  As a **** card issuer, Wescom is required to follow the rules and regulations set forth by **** USA. **** dispute regulations require that you return the merchandise to the merchant in order to request a refund.
  
  Wescom has previously given you credit at Wescoms expense for similar disputes with this merchant.  With each dispute, we notified you of the dispute process and the requirements for returning merchandise that you do not want to keep. However, as a courtesy, we will refund the disputed amount once again. Future merchandise you order from Mercari will not be eligible for a service credit. The merchandise will need to be returned and a credit refunded by the merchant.
  
  Thank you for your understanding regarding this matter.

• Initial Complaint

  Date:03/01/2024

  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 am teaching out to get my vehicle back. I have paid for it for over 2yrs and now the bank claims the cat is "unavailable", which is not true. I would only like to talk to the manager or upper management since there are other issues that have not be resolved

  Business Response

  Date: 03/08/2024

  We have responded to *************************** in written form and have mailed our correspondence to her via regular mail and via overnight mail on 03/08/2024.   

  Please feel free to contact us with any questions you may have or information you may need. 

  Customer Answer

  Date: 05/10/2024

  My response would be I did not receive their written letter so I would like the case reopened. I really cant say more because they have not returned the stolen funds and I have no letter to see their response.  I have no problem with them discussing the issue publicly via the BBB so they do not need to continue to waste time.

   

  Thank you so much!

  Alisha 

  Business Response

  Date: 05/20/2024

  Wescom Credit Union has responded to the initial complaint and the most current complaint.   The following is what was included in both communications.  We have mailed both letters to ************** this evening.

  March 8, 2024
  
  ***********************
  **********************************************************************
  
  
  Re:  BBB Complaint # ********
  
  Dear **************:
  
  We are in receipt of the request you submitted to the Better Business Bureau (BBB) on February 29, 2024.   The information you provided was in regard to an auto, or an auto loan serviced by Wescom Credit Union (Wescom).
  
  We have reviewed your inquiry along with our records and we are writing to inform you that we are unable to identify a vehicle loan in your name that was granted by Wescom.  Please provide additional information which confirms Wescom granted you the vehicle loan in question.
  
  Please be advised that we are unable to disclose any account information to anyone other than the Wescom member to which a loan has been granted for the vehicle in question.
  
  Should you wish to discuss this matter further, or provide information requested above, please feel free to contact our Collections Manager, *********************, at ************ or at **********************************
  
  Sincerely,
  *****************************
  Vice President
  Loan Servicing and Default Management

  -----------------------------------------------------------------------------------------------------------------------------------

  May 20, 2024
  
  ***********************
  **********************************************************************
  
  
  Re:  BBB Complaint # ********
  
  Dear **************:
  
  We are in receipt of the complaint filed with the Better Business Bureau (BBB) on May 10, 2024, in which you shared that you did not receive our response of March 8, 2024 and that you would like the case reopened.   Our previous response was in regard to an auto, or an auto loan serviced by Wescom Credit Union (Wescom).  A copy of our March 8, 2024 correspondence to you is attached.
  
  As a reminder, we have reviewed your inquiry along with our records and we are writing to inform you that we are unable to identify a vehicle loan in your name that was granted by Wescom.  Should you have additional information which confirms Wescom granted you the vehicle loan in question, please provide that information to us.  
  
  Should you wish to discuss this matter further, or provide information requested above, please feel free to contact our Director of ******************* *********************, at ************ or at **********************************
  
  Sincerely,
  *****************************
  Vice President
  Loan Servicing and Default Management

• Initial Complaint

  Date:02/08/2024

  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 recently reviewed my credit report, I have found inaccurate information from Wescom Credit Union. I did not recieve a **** form from Wescom Credit Union, this is a violation of 15 usc ****eb.

  Business Response

  Date: 02/09/2024

  We have received, researched and responded to our member in written form, mailed to him today.  We addressed his concerns and provided contact information for him to contact us directly with any additional concerns he may have or additional information he may need.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21263192
  
  I am rejecting this response because:

  I contacted Wescom Credit Union and asked for them to investigate & remove the inaccurate account from my consumer report that they are illegally reporting and I requested specifically the alleged original application bearing my signature and they have not been able to provide such proof to me. This is a violation of the Fair Credit Reporting Act, and these disputed items may not appear on my credit report if they can't be verified by any evidence or proof.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/15/2024

  We have responded in written form to our members rejection of our previous response and explanation. We have also provided the signed documentation requested in the rejection notification.   We now consider this matter closed.

• Initial Complaint

  Date:01/16/2024

  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.

  Please see attached documents.

  Business Response

  Date: 01/22/2024

  We have responded with written communication directly to our Member and have addressed the concerns raised in the complaint filed with the Better Business Bureau.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21149393
  
  I am rejecting this response because I am demanding The BBB serve as witness to the communication and resolving this complaint, as Wescom has previously failed to address this issue properly.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/29/2024

  We have again researched our members concerns and have responded directly to our member with written communication.  We consider this matter closed.  

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21149393
  
  I am rejecting this response because this company provided contact information for a debt collector that is not reachable. I am demanding a response from the business and have the BBB serve as a witness. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/12/2023

  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 deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from WESCOM CU, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: ************I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*************************

  Business Response

  Date: 12/18/2023

  We have received your Better Business Bureau (BBB) complaint and have reviewed our records. The information that Wescom provided the Credit ****************** was accurate.  Should you have documentation showing our information was inaccurate, please provide it to us for review and confirmation. Additionally,the Wescom Membership Agreement states, The Account Owner(s) also authorizes the Credit Union to furnish information concerning the account to consumer reporting agencies.  We are mailing you a letter with more detailed information on your account(s) along with a copy of your membership application, membership agreement, and including our contact information where you can directly reach out for any additional questions. 

• Initial Complaint

  Date:10/26/2023

  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.

  The core issue centers around a series of fraudulent transactions that occurred through a stolen debit card between July 27, 2023 and August 5, 2023. These unauthorized transactions led to significant financial losses and a distressing lack of responsiveness from Wescom Credit Union.I took immediate action by reporting these fraudulent transactions in writing to the Wescom Credit Union - *********** branch and the Wescom Credit Union ***************** Regrettably, my case was met with a lack of urgency and diligence. The investigation carried out by Wescom's fraud department was inadequate, and their nonchalant attitude during phone conversations only exacerbated the situation.

  Business Response

  Date: 11/03/2023

  Dear **********************,
  We are currently researching and reviewing your situation, and a member of our Member ***************************** will be in contact with you within the next week. We apologize for any inconvenience or delay in resolving your concern.  We value your membership and will be in contact with you soon.

• Initial Complaint

  Date:03/14/2023

  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.

  My employment status changed due to FMLA leave on 9/30/2022 which directly affected direct deposit amounts to my account as a overdraft protected Signature member of this banking establishment. Since that date, there have been over 20 overdraft charges that previously would not have been charged. I have been an account holder in good standing since 2016. On 2/17/2023 I was diagnosed with a malignant breast tumor. I continued to try and rectify all fees that accrued on the account. However, on 3/3/2023 they denied a $5 debit card charge (covered with my overdraft protection) and charged a $30 fee for their inconvenience. As an admittance of their error, they refunded $90 (three overdraft charges) but did not change the status of my rejected life insurance.

  Business Response

  Date: 03/20/2023

  We are very sorry to hear of our members recent diagnosis and regret that the status of this account is adding to her difficulties at this time.
  Overdrafts on this account have been a regular occurrence since at least 2020, as have our members requests for refund of fees.  We have refunded overdraft fees of $450.00 in the past year alone. The account has a limit to the amount it can be overdrawn.The negative balance on the account reached that limit prior to presentment of the item in question. The $5.00 item was a pre-authorized debit for AD&D insurance and not a debit card charge for Life Insurance.  Returning the item unpaid was not an error. The refund of $90 in fees to which the member refers was another in a series of our goodwill gestures and attempts to provide assistance.   
  Notes on the account indicate that we have recommended  to the member that she discontinue automatic debits against the account and to cease using her card when the balance is already negative.