ComplaintsforCalifornia Coast Credit Union

• Initial Complaint

  07/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I used California Coast Credit Union to buy my lease. I did a lease buyout loan in December. The loan department did not complete my registration, which they never notified me. I found out through the *** that I owed late fees on my car registration and owed taxes. In order for *** to waive my fees they asked me to pay taxes, so I paid them so I could drive my car on a permit (while this was figured out). I later found out the bank filed the wrong purchase amount by claiming a higher price. I kept communicating and asking for updates but was constantly ignored, all they cared about is for me to authorize the funds out of my account. Apparently this has now been fixed (mailed my registration to me) but they refuse to explain how it was fixed and I am now $192 dollars short. I have asked how the issue was solved and who will refund me. I have sent them multiple emails and I don't see other solution but to reach out to BBB for assistance.

  

  Business response

  07/20/2021

  Please see attached.

  Customer response

  08/12/2021

  Attaching my response in order to re-open this. 

  
  

  Respond to business:

  I do not accept California Coast Credit Union response as a solution.

  If I choose to finance a vehicle with California Coast Credit Union, I am trusting that they are going to review and verify paperwork. California Coast Credit Union never completed my paperwork on time. Due to that error, I found out that I owe higher taxes and higher registration fees because California Coast Credit Union reported a higher purchase price. California Coast Credit Union did not bother to fix the problem and were only interested in withdrawing from my account. I had to send multiple emails and go to the *** myself to figure out the problem.

   

  California Coast Credit Union corrected their paperwork by submitting the correct sale price but found out Chase submitted the wrong sale price as well. California Coast Credit Union continued to move forward and get my registration without having Chase correct their Reg. 138 with the *** or ask me to ask Chase to fix the paperwork. *** went with the higher purchase price, California Coast Credit Union decided to move forward and get the registration, and I get to pay higher registration fees. California Coast Credit Union considers this as a solution, but I do not. It is a very lazy solution. This affects me in the future because next year I will pay higher registration fees. I have opened an inquiry with Chase because California Coast Credit Union doesnt seem to be interested in getting to the bottom of this.

   

  The refund should not only be $85, it should be $192. California Coast Credit Union has not been responsive to member feedback because they havent cared to truly solve this issue. I have asked to speak with a supervisor that is not ***** and never even got a call back.

  Receiving my registration was not a solution. The solution is to get all paperwork submitted correctly to the ***. I assume that if California Coast Credit Union does lease buyouts and you get in contact with the bank, which in this case its Chase, that would mean to make sure all paperwork is submitted correctly. Again, I am trusting California Coast Credit Union to do their part truthfully and correctly.

   

  Not once have I received a sincere apology from their team and not once have they acknowledged their mistake. They have made me feel like it is my fault for not completing paperwork and that my multiple emails bother them because I am not satisfied the way they have handled the situation. If it was their personal money, I can assure you they would not be okay with this solution.

   

  California Coast Credit Union provided an incomplete timeline of communication. I will attach my emails pertaining to *********************** from the Loan Servicing Department.

  6/24/2021: ***** send me an email with a breakdown of my new fees.

  6/24/2021: I replied back to ***** explaining the numbers made no sense, to please explain.

  6/28/2021: I sent a second email asking ***** for status update.

  6/29/2021: I send a third email asking ***** for status update and called her twice. I spoke with a different supervisor who already sounded annoyed and apparently already knew about my case.

  7/9/2021: ***** explained she went to the *** and asked me if I wanted to pick up or have my registration mailed to me.

  7/9/2021: same day I replied back to ***** asking how the issue was solved.

  7/13/2021: I sent a second email to ***** for status update.

  7/13/2021: Carols responds that she chose herself to mail my registration, but did not bother to explain how she solved things at the ***.

  7/13/2021: I told ***** that I did not choose to have my registration sent by mail, and I was still waiting on an explanation.

  7/16/2021: ***** responds with an explanation.

  7/16/2021: I respond to ***** that the way she solved it was not correct. Asked her to clarify why she proceeded to fix something half-way. I have not heard a response since.

  *Please read attachment for email details.

   

  Respectfully,

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

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

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

  

  Business response

  08/20/2021

  See attached.

  Customer response

  08/30/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. It did not solve the higher registration fees I will face next year, but I am glad they contacted DMV in ********** and that the refund is closer to what I had originally paid. If it weren't for BBB,  I truly believe I would have been left on read. Thank you. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had a car loan with Cal Coast Credit Union via ******************* for approx. 3 years now and have not been given my Account Number by any member/party of CCCU. I have asked numerous times via customer service phone, provided SSN and all other relevant information and am still not authorized to have my own account number. Further, I am unable to access their online banking to retrieve said Account Number because I need to have my Account Number to access their online portal. I have been trying to change my billing address, which is not allowed any other way other than in person, for years now, in addition to now looking to pay out my loan via selling my car to another dealership. The only way you are allowed to do business with this credit union is via their in person offices, which is unheard of during a Global Pandemic where I am immunocompromised and am not authorized by my doctor to go to high traffic public spaces. I am now unable to sell my car thanks to their practices.

  

  Business response

  07/20/2021

  Please see attached...

• Initial Complaint

  06/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My daughter set up an account for me due to California Coast Credit Union's attractive promotion in 2019 but being out of the country due to the pandemic prevented closure of the account which is now in dormant state. **************** refused to return the account to an active status without a letter. I did not know about the dormant status after 14 months.Since the amount in the account is nominal, I am requesting that California Coast Credit Union be more understanding and lenient in its policy to restore the account to an active status as a sign of good will. The bank is not local and having this account is more troublesome and inconvenient that I will not participate in any more promotions by this bank and will steer my friends and family to other banks due to the dormancy status.

  

  Business response

  06/29/2021

  Please see attached.

  Customer response

  07/01/2021

   there was no phone call from California Coast Credit Union on June 28, 2021.  Most banks if the account becomes dormant only requires an activity for it to become active again.  California Coast Credit Union is not willing to go out of its way for the customer instead creating inconveniences.  The amount in the account is nominal but it's being held hostage as a result of no activity.  Please release the account from dormancy as a good will gesture.

  

  Business response

  07/15/2021

  Please see attached.

*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. ↩