ComplaintsforCoastal1 Credit Union

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I scheduled an automatic transfer to be transferred Friday 3/15 because an automated bill was to be paid that same day out of that same account. Coastal ********************************************* charged my account $35 because the bill presented at 7:15 am and they didn't transfer my money until 8:30 am. When I spoke to ****** from the call center, she told me they would not refund the $35 even though I had scheduled my transfer 4 days in advance. I asked to speak to a supervisor and ****** came to the phone and also refused to reimburse my money. There is a closing time for banks and my account should not have been charged unless it was passed that day closing time. In addition, my online statement does not show any overdraft transaction as all transactions were done the same business day. Please refund this arbitrary insufficient fund fee of $35.

  

  Business response

  04/10/2024

  Better Business Bureau MA, ME, **, & **
  ************************************************************************
  ***********, ** 01752-4705
                                                                                                                                                  March 28, 2024
  
  Re: Complaint # ********
  
  This letter is in response to complaint # ******** filed by a Ms. *************************** received by Coastal1 Credit Union on March 28, 2024.
  
  In her complaint Ms. * alleges that Coastal1 incorrectly assessed fees to her account. Ms * stated that as she scheduled an online funds transfer prior to an external withdrawal hitting her account she should not have been assessed a fee. 
  
  Although the credit union recognizes that the timing of items and when they post to an account can be confusing this exact situation occurred the previous month and Ms. * was not only counseled on how she must schedule these to avoid an overdraft she was also given a rebate of the fee at that time.
  
  When Ms. * called in again to discuss this transaction, she was denied a further rebate as she was already counseled in this matter and the item presented was paid and not returned.  We welcome the opportunity to further counsel Ms. * in order to avoid overdrafts and can be reached through our call center or any of our branch locations.
  
  In the interest of maintaining a good relationship we will extend one final courtesy rebate of $35.00 to Ms. * in this matter.
  
  
  Sincerely,
  
  Coastal1 Credit Union
  
  

  Customer response

  04/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I sincerely appreciate Coastal's reconsideration and refund. 
  
  Kind Regards,
  
  *****************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At national/regional banks they give you a courtesy of two billing cycles in order to get your accounts going. Coastal1 gave me 4 weeks before they charged me a monthly maintenance fee. It was not disclosed that I would only have 4 weeks to change everything over as a new customer. If the woman who opened my accounts would have informed me, I would have informed her I work for a city and I get paid biweekly, and that it would probably take about two pay periods to get all paperwork in and get it all transferred over to their bank. However no conversation was had and a fee was charged. My second issue happened when I tried to pay my rent. Coastal 1 limits its new customers to $1000 a month, or something ridiculously low like that. My rent is $1500 in of itself and I send Zelle payments totaling $300-500 monthly. I had to go back to my big bank and open an account just to pay my rent on time. Third issue is that apparently the small credit Union does not process payments overnight so you wont see any direct deposits posted and no payments made until after the bank opens at 7am EST. I wake up at 5am everyday and need to buy coffee, if I dont receive the direct deposit, my card could decline. The latest issue today is when Im looking through my weekend purchases and I see I was charged a $35 fee. At no point do I see where my account balance said 0, the fee wasnt even in red, it blended in!! Not only did I get no text, no alert, or any indication that this was happening, I also didnt receive any mail correspondence yet. I called to find out why I received a fee and they informed me that a transaction I made hadnt cleared yet and they allowed a POS charge to go through. The woman informed me it doesnt matter if its negative for even a minute, theyll still charge me the $35. All these issues combined make this bank not worth the headache and I will be closing my accounts.

  

  Business response

  09/29/2023

  In March 2023, Coastal1 Credit Union (Coastal1) changed our payment service provider.  During implementation to the new provider all members with automatic/recurring payments set up were notified of the change via the email address on file with Coastal1 and further instructed to re-establish any payments on the new system.  We have reviewed the payment history on this account and it appears that the member has provided the information and the payment has been set up in the new system as of September 29, 2023.  Someone from our ******************** has reached out to the member to ensure that the matter has been remediated.

  Customer response

  09/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **********************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Somehow my Checking Account has become unlinked from the Online Payment Portal as it's not showing as a Funding Source for making my monthly $544.15 car loan payment. I was told someone would contact me on Monday, here it is Wednesday with no response on how to get this fixed. I now have to mail a personal check every month. This happened back in March 2023 when Coastal1 switched to a new payment processing company.

  

  Business response

  09/29/2023

  In March 2023, Coastal1 Credit Union (Coastal1) changed our payment service provider.  During implementation to the new provider all members with automatic/recurring payments set up were notified of the change via the email address on file with Coastal1 and further instructed to re-establish any payments on the new system.  We have reviewed the payment history on this account and it appears that the member has provided the information and the payment has been set up in the new system as of September 29, 2023.  Someone from our ******************** has reached out to the member to ensure that the matter has been remediated.

  Customer response

  09/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car loan was sold to Coastal 1 Credit Union sometime in March 2023. I was notified that I needed to start a new account and set up auto-pay just weeks before the next payment was due. I called and started the process and I was not able to set it up. I paid the next payment over the phone, paying a $10 processing fee. I again reached out to Coastal I Credit Union to try to set up my auto-pay account. They told me to start the process over again. In the meantime, I had to pay the May 2023 payment with a $10 fee again. I still do not have an auto-pay account set up. I called ************ to try to figure this out. But, they said they only collect the money, they don't help set up anything. This has been an unnecessary hassle that I am trying to solve during my working hours. Their system for payments is not user-friendly and the staff answering calls are not helpful. The staff always refer me to someone else at a different number. I don't have time to sit on the phone during work.

  

  Business response

  06/22/2023

  Coastal1 Credit Union has waived the late fee and processed a $20 principal credit to his loan as a refund of the two $10 processing fees.

  Someone from the Online ************* will be in touch directly with the member to assist in setting up his online account and recurring payments, if they have not done so already. If the member does not hear from someone in the next 5-7 days, he can reach out to me directly and I will put him in touch with the correct person to assist him. ( ************ or ********************)

  And for clarification, Pawtucket Credit Union did not "sell" to Coastal1 Credit Union, it was simply a name change to reflect its broader geographical reach. Coastal1 is still the same credit union it has been for nearly 100 years, just with a new name.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid off my Motor Vehicle loan in person 8/12/22 at Coastal Credit Union in ***************, ************ (final payment). Account number ******** On 9/2/2022, I received an official letter (dated 8/12/22) postmarked 9/1/22) thanking me for using Coastal ******** Services - and stating following docs enclosed: 1) Paid Note 2) Satisfied Certificate of Title. The Original Title was not enclosed . I called 09/06/22 to ************ and spoke with ******** ***** in the Title processing area. The original Title was scanned in but either "sent to someone else -or destroyed," according to this person!! No apology , just that she will send for a "Duplicate Title" to the registry of Motor Vehicles in ************. She took my number and stated she will contact me when the "Duplicate Title " is about to be sent to discuss where she should send it!! As of 9/20/22 - No response or Duplicate Title has been received .

  

  Business response

  09/22/2022

  See attached document for response

  Customer response

  09/23/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  

  I satisfied my loan commitment and expect a letter from Coastal Credit Union explaining that the ORIGINAL Title was lost/stolen/destroyed - from the Title Manager of Coastal Credit Union. If I make  an appointment with the ********** of ***** Vehicles to get a duplicate Title - it takes 10 days ? 

  In any case,  I will accept the the credit unions actions,   providing I  receive a letter immediately from the establishment  that I have done business with for over 20 years . 

  I will be satisfied with a letter from the Company to my address of: **** Pawtucket Avenue; 2-Front; *************************: as stated above, and wait for the Duplicate Title .  Thank you.  *************************;

   

  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  09/27/2022

  Please see attached for response

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Years ago, at this point, I turned off overdraft protection after it was explained to me that charges would just be declined if the money wasnt there. Then I still received insufficient funds fees. I asked about these fees and was told charges put through electronically (as if they were checks) would still go through and Id get charged. So I said with no overdraft protection I can still overdraft and then the **** doesnt get paid and I get charged fees on both ends? Turn it back on, then. And they made me sign the necessary documents. To turn it off and back on, I had to go into a branch in person. The banks hours are minimal and I usually work from 7am-9pm most weekdays. I either have to take a day off or travel to a further branch within their 3 hr window on Saturday to address any issues. Apparently when I turned it back on, they dropped the ball and didnt file the paperwork. Ive been charged 4 fees thus far and theyve been all but helpful in my attempt to communicate. This seems to be a habitual thing every 6-12mths with this bank. I do plan to switch banks, but would like my money back first

  

  Business response

  06/24/2022

  Please see attached document for description of what transpired with Mr. *

  Customer response

  06/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you *** update it before sending it.]
  
  Better Business Bureau:

  The business recollection is accurate, save a few parts. When I turned overdraft protection off, it was very poorly and improperly explained to me; which is why some time later, when I was able to, I went back in to turn it back on. My point when speaking with the bank has always been very clear: to minimize or avoid fees altogether, especially when Im at my lowest. When I turned on Reg E I was under the impression, because it was explained as such, that I had the originally protection back.

  Assuming another fee isnt assessed in the interim, because at this point Im waiting to deposit money into the account, I will accept 3/5 fees refunded. But I would also like the protection I was under the impression I had.

  Depsite the subtle tone of disrespect and implication that the entire misunderstanding is on my part, I would strongly recommend the business focus a bit more on trainers their branch employees, especially the managers, on their own protocol and policies. That *** ensure customers receive a better understanding.

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I created an online account with Pawtucket Credit Union regarding an auto loan I had with them on May 3, 2022, and set up an auto-payment to be billed on May 20, 2022, recurring every month with PCU. PCU had since changed hands with Coastal1 Credit Union and I was given no update or correspondence regarding this switch. Coastal1 then failed to notify me regarding this and any information on my loan terms with this company. This resulted in a payment being mishandled and returned on the incorrect date (May 20, 2022) and the company claiming it to be late when payment information was never given to me to resolve this on my end until I sought out the company on my own. Coastal1 claimed the payment was due on May 5, 2022, and has on their records that they never contacted me regarding this. Coastal1 then proceeded to charge me a returned check fee under the impression that I had missed the payment when I had spoken with a representative of PCU stating that the payment had been accepted and approved by them on May 20, 2022.

  

  Business response

  05/25/2022

  Please the attached document for our response

  Customer response

  05/25/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I was not contacted regarding any issues as stated in my original complaint besides seeing a return fee in my account and receiving the emails attached to the complaint. I was charged a check returned fee of $15 by coastal1 as a result of this issue. I made an account after the name change and was not contacted or made aware of this or any terms by Coastal1 and they claimed to not have my email to contact me when they in fact we able to send me an email stating the payment was returned. While I was not charged a late fee, this shouldn't have been an issue in the first place if the payment was taken out on the date it was scheduled for and not 4 days later being returned. They also were able to charge the return fee on May 23,2020 which is a day prior to the date they claim the check was returned. None of their dates match with what they are saying or claiming to me and the lack of communication is appalling. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Aleksandra

   

   

  

  Business response

  06/02/2022

  The payment that was scheduled for May 20 was credited to the loan on that date, so there was no delay in posting the payment on our end.Although we credit the payment, it still needs to be processed and cleared by the financial institution it is drawn on which in most cases takes about two days. We received notification on May 23 that the payment was returned unpaid because of insufficient funds so we reversed the payment the following day which was May 24.  With regards to communication, the member was notified by email on May 23 that the payment was returned. Coastal1 did not assess a check return fee, however the financial institution that the payment was drawn on most likely charged the member a fee for the returned item which would be reflected on their account/statement.  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an auto claim with this bank I told her car and I had gotten gap insurance and they refused To take the gap insurance **** to then more charge me $400 a month for a car I did not have and when calling to deal with the matter the agent told me to f*** myself and hung the phone on me

  

  Business response

  02/25/2022

  Please see attachment for detail as to what transpired on ************************ account

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pawtucket credit union stopped reporting my car loan after I had filled a bankruptcy and my car loan was not part of it. And I have paid it on time since I filled in 2018. I cant seem to get their credit office to ever call me back or fix this issue as. My car payments have been made and it shows I have made 0 payments on my credit report. This is effecting my credit greatly and I could have a great credit score if it wasnt for their mistake. As my other car loan through Navigant has been reported and never missed a payment and also was not in the bankruptcy I filled. So you can see their is an error on Pawtucket credit Union

  

  Business response

  11/03/2021

  Document attached describing conversation held with ************

  Customer response

  11/03/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pawtucket Credit Union has been consistently denying many of my auto-withdrawals and charging me overdraft fees whether the money is in the account or not. There have been several occasions where I have received my direct deposit or made a cash deposit prior to a withdrawal and they still deny the transaction and charge a fee stating that the transaction was submitted and pending prior to deposit but my account shows the available balance being higher than the transaction amount. I have also looked at the times of some of the deposits/withdrawals and in many instances the time stamp on the deposit is BEFORE the time stamp on the withdrawal; again the transaction gets denied and I get charged another fee. I have paid them several hundred dollars in overdraft fees, many times for the same transaction. They also withdrew money from a **************** Account I had with them WITHOUT notifying me first, whether by phone or mail, to cover an overdrafted account.

  

  Business response

  09/03/2021

  
  
  
  
  
  Better Business Bureau **, ME, **, & VT
  *******************************************************************************************
  
                                                                                                                                                  September2, 2021
  
  Re: Complaint #********
  
  This letter is in response to a complaint # ******** filedby a ********************* received by Pawtucket Credit Union on September 1,2021.
  
  In her complaint ***** alleges that PCU incorrectly assessedfees to her account by posting debits prior to credits.
  
  Since opening her account in 2017 ***** has been grantedcourtesy rebates 7 times, totaling a return of $242.50.  Both our online banking team and overdraftprogram administrator have records showing that ***** has been counselledmultiple times about being cognizant of items she has previously authorized andhow they affect her account balance.  Startingin 2019 ***** was denied further courtesy rebates due to continued insufficientfunds issues. 
  
  Below is a listing of recent (2021) transaction activitywhere the available balance was insufficient to cover the amount of chargepresented against the account.
  
  Date charge was presented Amount of charge presented Available balance prior to charge
  
  3/9/2021       $20.40       $3.00
  3/15/2021     $355.24   $295.42
  3/30/2021    $816.28   $465.62
  3/31/2021    $816.28   $365.22
  7/7/2021     $20.40       $19.26
  7/7/2021     $62.50     -$8.24
  7/9/2021     $100.50     $18.22
  7/29/2021    $245.60    $25.48
  8/5/2021     $245.60    -$29.49
  8/9/2021     $588.28    $320.70
  8/12/2021     $588.28    $203.32
  8/23/2021     $593.28    $119.59
  8/25/2021     $593.28      $14.76
  8/30/2021     $245.60     $147.73
  
  In all of the above instances, ***** did not have theavailable balance to cover the charges she was authorizing through her account.***** further mentions that some charges were presented multiple times.  This was a result of her authorized paymentsbeing rejected for insufficient funds and the merchants resubmitting them forpayment.  PCU is required to honor theseauthorized payments up to three times before stopping them.
  
  
  
  
  
  
  
  For clarity, following is an example of the processingtiming applicable to *****s account.  Atthe opening of business on 8/5/21, ***** had an available balance of $-29.49.  When a check was presented for $245.60 onthat day it was placed in a pending status until the end of the business day toallow for any deposits ***** might make on 8/5 which would enable the item tobe paid rather than rejected.  *****would have the ability to see this check as a pending transaction through heronline banking on 8/6.   The pendingcheck was for $245.60, so on 8/5/21 her available account balance would show as-$275.09, reflective of the initial negative balance and the pending check.
  
  Since no deposit was received on the business day of 8/5, thesystem rejected the $245.60 item and assessed a fee of $27.50, causing the endof day balance to be -$56.99.  On 8/6/2021***** received a deposit for $453.82 causing the available balance to be $396.83($453.82 less the initial negative balance of $-29.49 and the *** fee of $27.50).
  
  ***** further alleges that PCU withdrew money from herpassbook account to cover her negative balance without notification orpermission.  PCU does maintain the right tooffset after 30 days of an account being negative and ***** was notified of suchby multiple letters and phone calls. PCUs ********************* has record of2 messages being left to the number ***** has provided to PCU as well as 10 daynotice being mailed on 1/10/2019, a twenty day notice being mailed on 1/22/2019,and a final 30 day noticed being mailed on 1/30/2019 which would includedisclosure of said right to offset.
  
  As a courtesy we will refund the last three fees assessed on*****s account and strongly urge her additional attention to managing herbalance.
  
  Pawtucket Credit Union
  
  
  
  

  Customer response

  09/03/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

*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. ↩