Credit Union West

Review: I had a horrible experience with Credit Union West. Anytime there was any adversity with getting my home equity loan approved, they were ready to cancel my file. They canceled my file without my approval. I was willing to provide all necessary documents and they never responded to my questions.Desired Settlement: I want them to reconsider my application for a home equity loan. I want a call from a senior manager to resolve this.

Business

Response:

Credit Union West ("CUW") has received and reviewed the complaint registered by [redacted] regarding his loan application. As you are aware, CUW takes concerns from its members very seriously and, if possible, attempts to reach amicable resolutions and has done so in this matter. In the "Desired Settlement" requested by [redacted], he wanted "a call from a senior manager to resolve this." On March 17, 2014, [redacted], CUW's Vice President of Lending, personally telephoned and spoke with [redacted] and [redacted] had a detailed and amicable conversation regarding [redacted]'s loan application. [redacted] requested (and received) additional information and personally reviewed [redacted]'s loan application. Thereafter, [redacted] responded to [redacted] within a few hours after receiving the additional financial information. Thus, from CUW's perspective, the issue and outstanding complaint have been satisfactorily resolved. Contact with me with any questions.

I've given CUW a number of chances and I've had it and will be going to a new bank. I should have written a review a long time ago and canceled with them. First what really upset me was about a year or so ago, a company took an automatic payment from my savings account and not my checking (which was physically proven with documentation I added the extra 5 for it to be taken out of checking) which caused me to get over drafted twice ($70-$75 total). I went in to the branch off of 67th and cactus and they contacted that company to get it taken care of which never did. Approximately 20 days had passed and I went in again as the fees hadn't been removed and directly spoke to the manager. All she told me was I had to pay it or they were going to close my account after it being unpaid within 30 days and she didn't care to the slightest. That really upset me especially as this was my first bank account I ever opened and only bank account. Secondly, my card was lost, I never got my new chip card, and now I have to wait up to 14 days for my new one!! They no longer make cards at the branch and I was told that's all they can do and to pull out what I can with one of the tellers. Like really? What about all the bills I have to pay and now am going to be late because I only bank with you guys! I have banked with you guys since I was 17 and got my first job and you all have done nothing but cause me trouble.

Review: I am writing this complaint to expose what I believe is consumer fraud by Credit Union West. I believe the Credit Union collected my $50 application fee, without any intention of processing my mortgage application in good faith. On 2 JUN 15, I called Credit Union West's mortgage application number and spoke with [redacted] claimed that their current interest rates to buy an investment property were 4.0% with a 25% down payment, which is significantly lower than their competition. I explicitly asked whether or not the terms of the mortgage were different for Single-family or multi-family real estate and was I was told that it was the same. I applied for a mortgage and payed the $50 application and credit report fee because it was significantly better than their competition. I was told that a mortgage loan originator would be in contact within three business days but, nobody ever called. I followed up with Credit Union West on 11 JUN 15 after receiving no calls and spoke with [redacted], a Mortgage Loan Originator. I explained that I wanted to be pre-qualified in order to make an offer to buy real estate. After a series of questions e-mails from [redacted], she never asked for my personal documents which is usually what happens when you are seeking pre-qualification for a mortgage. On 16 JUN 15, [redacted] told me that the credit union does not finance multifamily property. I found this odd because multi-family properties of four units or less are generally treated the same as single family properties when applying for a conventional mortgage. In addition, [redacted]. indicated that the Credit Union West does finance multi-family real estate during my mortgage application. I replied that I was also considering condos. [redacted] then told me that Credit Union West requires a 30% down payment for condos which is different from what I was told during the application. I believe that Credit Union West never intended to give me a mortgage loan and the Loan Originator was trying to get me to give up. I am now seeking a refund for the $50 application fee.Desired Settlement: I am seeking a refund of the $50 application fee.

Business

Response:

Credit Union West ("CUW") has received and reviewed the complaint registered by Matthew [redacted] regarding a $50.00 loan application fee. CUW takes any complaint very seriously and, if possible, attempts to reach amicable resolutions. CUW previously resolved the Complaint by refunding Mr. [redacted] his $50.00 loan application fee- the result he was requesting. Unfortunately, CUW is compelled to respond to Mr. [redacted] irresponsible and completely unsupported claims of fraud. In an effort to make their accusations seem more important, people like Mr. [redacted] embellish their complaint by simply using terms like "fraud" even though there is no basis for doing so. CUW operates in a highly regulated industry and it does not "defraud" its members or potential members. CUW makes every effort to deliver outstanding and timely professional services to our CUlTent members as well as prospective members throughout the communities it serves. CUW has been in business for almost six decades and has thousands of satisfied and happy members. CUW is one of the fastest growing financial institutions in Arizona and takes great pride in its customer service. It is disappointing when people like Mr. [redacted] simply assert unsubstantiated accusations of fraud regarding well respected organizations such as CUW.In sum, CUW fully resolved the Complaint when it previously refunded Mr. [redacted] loan application fee as requested. CUW considers this matter closed and fully resolved. Please call with any questions.

Review: I scheduled to make a payment to my [redacted] credit card using my checking account with Credit Union West. The Bank Routing number and Checking account number were provided to [redacted] card to make an ACH payment. The numbers were provided correctly. The credit union adds suffixes to distinguish the separate accounts. I have a Savings Account, Money Market Account, and a Checking Account. All three have the same account number with the exception of the number listed at the end. I have documentation that shows I submitted to have the funds pulled from my checking account, however the transaction went through on my Savings account instead. The savings account did not have the funds to cover the transaction. The checking account did have the funds and the correct numbers were used to set up the transaction. Upon contacting the credit union, I was initially referred to the credit card company. A representative called me and then we did a conference call in with the credit card company. The representative from Credit Union West kept insisting that the numbers were either entered incorrectly by me or by the credit card company. I believe Credit Union West defaulted the transaction to go to the Savings account and not the Checking account as selected. This caused the overdraft on the account. The Credit Union West representative said they would split the cost with me and only charge for one of the overdraft fees. Since I correctly entered the information using the account that had funds in it, I told him this was not acceptable to me. Our conversation ended. I called back to get his supervisors name and phone number. I was told that his supervisor was out sick. I asked for the local branch phone number and the representative said she could not give it to me, but that she could patch the call in to the branch in [redacted]. I spoke to [redacted] who identified herself as the branch manager. She made a quick judgment without listening to the circumstances. I went to the branch to speak to her in person. Again, she would not discuss it in a reasonable manner. Her answer was "no". At the end of our conversation, she mentioned that she had been busy and that it's too bad I "insisted" on speaking to her right away. I told her that I had not insisted on speaking to her right away, that I had asked for the phone number to the branch and was told they could not give it out, but could patch my call through. It seems the manager was short-handed in the branch as she was working the teller counter. I am requesting an investigation on the transaction and a refund of the $70 fees that were charged. Looking at history for at least the past 12 months, there was always money in the checking account to cover the transaction. I also keep money in the Money Market account, but very little in the Savings account. It is unreasonable that a branch manager would not investigate the circumstances. Branch Manager: [redacted] Representative: [redacted]Desired Settlement: Refund of two $35.00 charges for a total of $70.00

Business

Response:

Credit Union West ("CUW") has received, reviewed, and meaningfully considered the complaint registered by [redacted] regarding her request for a fee reversal created by her selecting an account with insufficient funds. As you are aware, CUW takes concerns from its members very seriously and, if possible, attempts to reach amicable resolutions. This dispute arises out of Ms. [redacted] December payment to [redacted] Card from her CUW Savings account which, at the time, had insufficient funds to cover the payment. After reviewing the complaint, her account history, and related documents, it appears that Ms. [redacted] is confused regarding the transaction. Ms. [redacted] claims that she has documentation claiming that "shows [she] submitted to have the funds pulled from [her] checking account, however the transaction went through on [her] Savings account instead" which had insufficient funds to pay the transaction. A review of her account evidences the [redacted] payment Auto Debit was set up Ms. [redacted] to withdraw from her savings account in the month of November, which successfully cleared. The review also demonstrates that the December payment was also setup by Ms.[redacted] to clear through her Savings account. More importantly, on December 29, 2014, a conference call with [redacted] Card, Ms.[redacted], and CUW was conducted regarding the payment issue. The [redacted] Card representative confirmed that Ms. [redacted] initiated the payment online and that Ms. [redacted] actually specifically instructed [redacted] Card to withdraw the funds from her Savings account. Thus, the error was created by Ms. [redacted] who specifically selected that her Discover card payment be withdrawn from her Savings account in both November and December. Even though Ms. [redacted] created the error by incorrectly directing [redacted] to take her payment from her Savings account, please be advised that CUW will reverse the $70.00 fees. Thus, the $70.00 will be refunded to Ms. [redacted] as a courtesy.Should you have any questions or need additional documents, please feel free to contact me. Thank you.

Review: I INCURRED SEVERAL NSF FEES IN WHICH I TOLD THEM I HAD MADE A BANKING ERROR. I WAS UNABLE TO MAKE IT IN TIME TO THE BANK THAT DAY.THEY TOLD ME THEY DO NOT REVERSE NSF FEES UNLESS IT IS THEIR FAULT. THAT IS NOT TOTALLY TRUE AS THEY HAVE REVERSED SOME NSF FEES IN THE PAST AS A PROFESSIONAL COURTESY. BUT TO SAY THEY DON'T AT ALL IS LESS THAN HONEST. I HAVE BEEN A MEMBER FOR OVER 30 YEARS AND AM A 100 PERCENT DISABLED VETERAN WHO WAS ONLY ASKING FOR A LITTLE ASSISTANCE IN THIS MATTER.Desired Settlement: REVERSAL OF THE NSF FEES OF 4 X 35.00

Business

Response:

Hello,Is it possible to receive an estension on our response due date in order to research the complaint throughly?[redacted]Administration ManagerCredit Union West

Business

Response:

Credit Union West ("CUW") has received, reviewed, and meaningfully considered the complaint registered by [redacted] regarding Not Sufficient Fees ("NSF") resulting from him continually writing checks and transferring money from his account when there were insufficient funds to cover the checks and transfers. As you are aware, CUW takes concerns from its members very seriously and, if possible, attempts to reach amicable resolutions.As an initial matter, Mr. [redacted] is requesting the reversal of four ' Overdraft Privilege (ODP) Fees' rather than NSF fees. In connection with Mr. [redacted]'s checking account, he joined CUW's ODP Program. Under the ODP Program, rather than automatically returning, unpaid, any ofMr. [redacted]'s non-sufficient checks or transfers, CUW may, as a discretionary courtesy and not a right nor an obligation on CUW's part, pay the insufficient items. However, paying the subject items will create an overdraft in the subject account. Thus, Mr. [redacted]'s nonsufficient checks were actually paid by CUW in lieu of being returned to the merchant due to insufficient funds in his account. As part of the ODP Program, Mr. [redacted] agreed to pay fees for each paid ODP item by CUW.Mr. [redacted] provides, " I incurred several NSF fees in which I told them I had made a banking error. I was unable to make it in time to the Bank that day." Mr. [redacted] is implying that he made a simple error and made a deposit to cover his insufficient checks and transfers. This is untrue. Mr. [redacted] did not make a simple error and, more importantly, he did not and has not placed sufficient funds in his account to cover all of the insufficient " internet check/online transfers". In fact, since this complaint has been filed , three additional ODP items have been paid by CUW maxing out his ODP limit. Additionally, ten more insufficient transactions have been received and are now being returned as NSF. Put simply, Mr. [redacted] is writing checks and making transfers from his account that has insufficient funds for his transactions.In other words, Mr. [redacted]'s account has not had sufficient funds in it to cover his overdrawn account created by his insufficient internet/online banking transfers. This is not a simple error and his claim that "he was unable to make it to the Bank that day" is irrelevant because he never deposited sufficient funds in his account to negate or otherwise avoid the ODP fees. Accordingly, CUW is not going to reverse the ODP or NSF fees as the account is and continues to be overdrawn.

Failure of basic competency standards in the real setae department, from the loan officer to the contracted appraiser. They seem to be not interested in the consumer in this transaction. Continued reluctance to effectively communicate over significant details in a real estate transaction has cost my client $450 needlessly, and an additional $1750 (unused seller credit), all due to again, lack of initiative to help their "member". Have not ever been a member with a Credit Union, and do not have any positive things to comment on as no call back.

I would like to express my experience with this Credit Union. I own and run a successful Home Care company and have looked around for a good bank to deal with. First I visited and requirements to get business account where understandable. Iv been down this road and have tax id, D&B, tax forms, LLC, everything. This bank seems to find every way to decline someone, or just not help. I have not been to any location but surprise and cant say anything else about others but I am totally done with these people.

Credit Union West reached out to me with a pre-screened offer to refinance my vehicle loan for a lower interest rate of 5.75%. After collecting my information they revised the offer to 6.75% with $2,500 down. I declined their offer, as it would have been no different than my current financing in terms of complete monies exchanged upon the life of the loan. This was done via email and phone.
They then send a letter of credit denial on their part citing "Incomplete Credit Application" though an offer of credit was issued on their part.
Steer clear of joke factories like this one, as well as any institution that provide pre-screened offers. They only run up the number of credit inquiries that effect your credit score.