Complaints

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

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  The Police Credit Union

  1250 Grundy Ln San Bruno, CA 94066-3032

• 

  The Police Credit Union

  P O Box 1087 San Francisco, CA 94122

• 

  The Police Credit Union

  PO Box 22219 San Francisco, CA 94122-0219

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:05/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 a longtime member of *****. Since 2024 I experienced a series of serious errors, policy failures, and account restrictions that directly led to wrongful foreclosure proceedings on my VA-backed ***** loan. Despite having the full amount of my payments available on time, ***** repeatedly blocked my access to my own checking and savings accounts and refused to process payments properly and as mutually agreed, and sent my account to collections days before my due date. Many representatives at the bank acknowledged their own errors and confirmed in writing and by phone that I had done everything required yet no one corrected the situation. In some cases, agents told me my payments were accepted, but then later I found them not applied correctly. I was forced to physically bring cash to branches in person because their systems wouldnt allow payment online or by phone.When I attempted to escalate, a representative gave me the email of someone they said could help. I emailed on December 22, 2024, with full documentation but I never received a reply. Shortly afterward, I discovered foreclosure proceedings had been initiated on my home, despite no legal or financial justification for doing so.These actions have severely impacted my credit, my health, my income, and my trust in this institution. I have since read similar public reviews from other members who experienced misapplied payments and arbitrary access restrictions.

• Initial Complaint

  Date:07/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is *********************

  Business Response

  Date: 07/31/2024

  Hi,

  Unfortunately, we are not able to identify **************** as a member of The Police Credit Union. Please provide additional identifying information, for example the member's full account number or social security number, or a copy of the reporting item **************** is disputing.

  Alternatively, **************** can contact us directly at ************ or contact the credit bureau directly, to dispute the item in question. 

  Sincerely,

  *************************

  AVP Risk Management

• Initial Complaint

  Date:10/23/2023

  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.

  On Oct 6th I could not log in to my online bank accounts at Thepolicecu.org. I sent an email about it. I continued to attempt logging in the following weeks. Even though I tried everything I could not do it. I spent hours(!) on the phone with Customer Support and then I requested that TECHNICAL SUPPORT contact me. Customer service keeps reaching out, asking the same questions over and over. I respectfully request to speak with TECHNICAL SUPPORT to re-gain access to my online banking accounts.

  Business Response

  Date: 11/03/2023

  Member ************** appears to be having ongoing issues with her online banking log in.  To resolve this issue ************** needs to talk to our staff. Last time staff attempted to talk to her she disconnected the call because it was not "tech support". Because the credit union outsources our online banking to a third party all tech support requests need to be submitted by our staff, there is no direct communication channel. Regardless, staff do have resources to help resolve issues like this and it would be likely they can assist with resolving this issue.  Unfortunately, there does not appear, based on the notes on the account, many attempts to resolve this issue. Just her message left on 10/19 and our return call on 10/23 which, as said before was disconnected.  When staff call our members they must, for security reasons, validate the member is who answered the call or called in - this may be why they are asking the same questions.

  ************** is encouraged to make an appointment with the credit union's virtual branch, and make an appointment here: ***************************************************************. This way she can set up a ************* of her convenience to work on this concern. In person branch staff can also assist.

  If they are not able to assist, they will set up an appointment to review by additional resources up to and including getting our vendor involved with resolving her issues.

   

  Customer Answer

  Date: 11/06/2023

  
  Complaint:20771749
  
  I am rejecting this response because: I have repeatedly asked for Tech Support to enable me to log into my bank account. I request Tech Support only because I have already spent hours on the phone with Customer Support. Customer Support keeps asking me the same questions "did I change my password?/can I re-start my pc?/did I forget my login?" I have repeatedly responded in writing of the entire list of things I have tried, and I do use a password manager. Tonight I am trying to log into the app and it is requiring me to change my password. No problem. I created a new 22 character password but the app will not progress to the next screen, all the options are grayed out. I have done the steps on my side perfectly. . There is something wrong on the bank's side and they won't even check to fix it. I have been a customer for over a decade and it is painful to be kept away from my finances just because my bank is mad that I contacted the BBB. Please have Tech Support contact me to fix this ************. 
  Sincerely,
  *********************

  Business Response

  Date: 11/07/2023

  Hi,

  Had a follow up call with the member and believe her issues with OLB have been resolved. Provided direct contact information if issues persist.

  Thank You,

  ***

• Initial Complaint

  Date:06/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this credit Union for a personal loan. I had my employer direct deposit a little more than the minimum payment to cover the cost of the loan every month. I noticed that there were two fraudulent charges on my account. Its been a month, and at least five phone calls to different people about this and no resolution has been reached. (The charges totaled to a little more than $200, and that included overdraft fees i got from the fraudulent charges.) An employee advised I needed to apply for a new membership number since mine had been compromised, and I explicitly asked them if they would run my credit. I was assured they wouldnt. I read the application, it didnt say they would. And they ran my credit without my permission. I have a voicemail with an apology from an employee saying he would try to withdraw the inquiry, and its been over a week and I havent heard anything. Now I have a new account with no funds and they still havent closed my old compromised one. Its been a nightmare and a mess. I am out of state at the moment and cant physically go into a branch, but Im scared they are going to withdraw the payment from the account that was supposed to be closed and add on more fees they said they would reverse, but have yet to. Arent they insured???

  Business Response

  Date: 07/19/2023

  Credit Union management has been in contact with ****************** since this compliant was received. The issues with her new account have been resolved and the old compromised account has been closed. A request to remove the credit bureau inquiry, which was pulled in error, has been received by Experian which we confirmed with them by phone. We do not have a facility to validate that the inquiry removal has occurred. The member should have been informed that in the event the inquiry continues to appear on her credit report to contact the credit union manager she has been speaking with and we will further escalate the issue with the credit bureau.

  We do believe that all of ********************** concerns have been addressed, however, please do contact us directly with any additional concerns.

  Sincerely,

  *************************

  AVP Risk Management