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Business Profile

Credit Union

Wescom Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/21/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 02/21/2023 I called to report fraud on my card after I sat on the telephone over an hour wait to be told they can't do anything about it. I am out $43.92 I am on SSI and cant afford to be ripped off. **** did not care to help only wanted to transfer the blame and make me wait on the phone. Boy if it takes this long that means not enough people or they have a lot of problems with these cards????. ************* practice is what this bank need's Fraud is a crime and your people ask me to wait let them pull more money out?????????

    Business Response

    Date: 03/20/2023

    Thank you for providing feedback regarding your recent experience when you filed a dispute for an unauthorized charge on your account. Per our phone conversation on March 16, 2023, your complaint stemmed from a dispute of a charge from the *************** for $16.95 that posted to your account on February 23, 2023.*************** reimbursed your account for $16.95 the following day, on February 24, 2023. We now consider this matter to be resolved with no further action needed.

  • Initial Complaint

    Date:02/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In 2006, I went to Wescom to apply for an auto loan. To put it simply, life was wonderful until I got into a car accident and was rendered unable to maintain the car payments. For financial reasons, I informed them that I would need to arrange a voluntary repossession. About 6 years later, I've been served with court documents demanding my presence in connection with the car loan. When I show up to court, the judge dismisses the case because the Wescom attorney didn't show up. Here we are in February of 2023, and I've just checked my credit report to find out that Wescom has made a hard inquiry into my credit history without my permission. The hard inquiry that was performed without my permission should be removed, and I'd appreciate it if they'd stop doing it in the first place.

    Business Response

    Date: 02/17/2023

    We have researched your complaint and have found that the credit report inquiry Wescom Credit Union completed was valid and necessary.  Please contact Wescom Credit Union, *********************, at *************************** to further discuss this matter.

  • Initial Complaint

    Date:08/29/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 opened a checking and savings account online 08/28/2022 and provided by current front and back of my drivers license and "selfie". Today on 08/29/2022 I get an email that my account is restricted and to contact customer service. I phoned and was told that I need to provide my drivers license, proof of residence and most recent bank statement in person to the nearest branch which is in Orange County and I am in San Diego County. This is not acceptable for me to drive round trip 4 hours and take a day off work to complete this task. I was transferred to a supervisor and when I requested the accounts be closed and to mail my initial deposits back she stated again that I need to drive to the branch to complete this task. This is not acceptable nor reasonable.

    Business Response

    Date: 09/22/2022

    Business Response /* (1000, 5, 2022/09/09) */
    ***************,

    This letter is in receipt of the complaint to the agency listed above regarding how we handled a recent phone interaction with you. Allow this letter to serve as an explanation and response to your concern.

    On August 29, 2022 at 8:36 AM, Wescom received your call into our Member Contact Center requesting assistance with Zelle access. The contact center representative advised you the account you attempted to open and fund online on August 28, 2022 was restricted while under review, and Wescom required additional information to validate your identity and proof of address. The representative advised you to visit the nearest Wescom branch location to complete the necessary verification process. You stated you may consider closing your account and would call back to do so.

    On August 29, 2022 at 10:36 AM, we received your call into our Member Contact Center where you requested to close the account you opened online on August 28, 2022. The contact center representative you spoke with advised you must visit a branch to close the account.

    On September 01, 2022, a member from our management team called you and left a message for a call back to discuss options.

    On September 07, 2022, a member from our management team called and spoke to you regarding your new online membership application. He advised you of what documentation was needed to continue to process your application and why Wescom required additional information to verify your identity. He also advised you of why we required validation of your ownership of the credit card used to open and fund the online account, including three options to continue the new online application process. As you know, you selected to proceed with closing the account and agreed to file a chargeback request with your credit card provider.

    After a thorough review of our policies, procedures, and customer service, we have identified an opportunity for the contact center representative whom you spoke with on August 29, 2022 to better empathize with your circumstance and to explore potential alternatives to visiting a Wescom branch location. Wescom has specific requirements for our Membership Identification Program that must be met in order to proceed with membership. We certainly understand your limitations in fulfilling those requirements, as you are not within close proximity of one of our 24 branch locations. We apologize for the lack of details/options provided and we recognize the potential to provide better service regarding our processes and procedures.

    Please accept our apologies again, for this interaction and feel free to contact me directly for additional assistance via phone at ************************** or email at***********************

    Sincerely,

    Hashim**********
    SVP Remote Service Delivery

Wescom Credit Union is NOT a BBB Accredited Business.

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