Golden 1 Credit Union

I have been at this branch for years and the following are my opinions of the piece of artwork that works in about the center as a teller, he mugs(stares angrily intently without looking away) people when they come in , have never understood why they keep this Man teller about 55 , glasses, grey brown hair, 5 9 and overweight, particularly notice the angry p[censored]l . When your unfortunate enough to have him assist, he is a d[censored]. What he does is in his teller manager role is treat similarly situated customers differently; he makes up bank policy as he wants, eg,. you need a driver license to make a deposit and then you do not need a driver license with others , other tellers are friendly and if they know you do not require a DNA test and retinal scan for identification, he has his favorites and the other 99 % are treated disparately. His actions make me and others I have observed angry enough to want to fight. Today, when my debit card got sucked in to the machine after walking away and coming back . I went into the bank and " pissed off teller" ran me through the BS, in getting the card back. All tellers that I have had this happen with take a look at my driver license and hand back the card; peckerwood, has to fill out forms, then goes in the back room to , for while and then screws around walking along the West counter and then finally after 10 minutes, I have to sign a from to get the card back . We then exchange a few 4 letter expletives and he says to expontentiate the acrimony" Welcome to the Carmichael Branch" .

November 21, [redacted] [redacted] RE: Golden Visa Check Card Dear [redacted] , Your communication to the Revdex.com was forwarded to the Golden for review and responseThank you for taking the time to notify us of your concerns regarding the recent activity on your accountI’m sorry to hear the frustration you encountered while disputing these transactionsI apologize you did not receive the excellent service we strive for during every interactionAs stated in our phone conversation, the fraud charges in question were presented to Golden by the merchant with documentation of the transaction recordA letter was sent to the address above on November 6, with copies of the transaction record for your reviewAfter our discussion in response to information from the merchant, the charges for $and $were permanently credited to your account on 11/20/As your credit union, The Golden values your membership and is dedicated to providing you with the highest level of quality and serviceI sincerely appreciate you taking the time to let us know about this issue and allowing me the opportunity to discuss this situation with youIf you have questions regarding this letter, please contact me at 1-877-GOLDEN x *** (###-###-####)Sincerely, [redacted] Manager, Card Investigations

December 9, Mr [redacted] *** Dear Mr [redacted] : Golden Credit Union (the “Credit Union”) is in receipt of your complaint to the Revdex.com dated December 1, In the complaint you state that Credit Union representatives were unprofessional and that interdepartmental communication was non-existent You state that money was taken from the decedent’s account at the Credit Union’s discretion without a proper explanation to the estate You state that an explanation of the fund distribution was not given until eight months after the passing of the decedent You also state that the Credit Union informed you and the executor that it would only communicate with the executor; however, you, in your role as beneficiary, continued to receive collection calls And, finally, you state that the Sacramento County Probate Court contacted the Credit Union by telephone two times but those calls were not returnedA-(11-19-12)The Credit Union is very familiar with your case The Credit Union acted in a professional manner during all of its interactions with you and the former executor of the estate, Ms [redacted] The Credit Union was responsive to all telephone and e-mail communication The interdepartmental communication was handled expeditiously and calls were returned within the same business day with few exceptions To state that the Credit Union was not being responsive to the estate’s requests for an explanation of fund distribution (or the “offset of funds”) is not accurate On February 7th, 2014, the former executor, [redacted] , requested mortgage statements and summaries for the decedent’s accounts The Credit Union satisfied that request by e-mail on February 7th, On March 7th, 2014, the former executor, [redacted] , requested the histories for the auto loans and cash accounts The Credit Union satisfied that request on March 10th, It should be noted that an executor for the estate was not identified until November of and the requests for the mortgage statements, summaries and account histories occurred more than seven months after the decedent’s passing on July 21st, All requests for account activity were satisfied within three business days Additionally, the Credit Union never discontinued the monthly statements being delivered to the decedent’s address The monthly statements included the detailed transactions that occurred Your statement that the Credit Union would not communicate the decedent’s account information to the beneficiary is correct The Credit Union advised you on a number of occasions that it could not release information to you in your capacity as a beneficiary and that all communication must be made by and to the executor of the estate The Credit Union outlined its position in a January 14th, complaint response (which is attached for your review) The collection calls referenced in your complaint were made to the contact number established by the estate At this time the Credit Union is unaware of any calls from the Sacramento County Probate CourtThe Credit Union is a member-focused organization and strives to provide excellent service, integrity and respect in all of its member and non-member interactions If you have any questions, comments or require further clarification regarding this or any other matter, please do not hesitate to contact me Respectfully, [redacted] Manager, Member Care Loss MitigationE-mail: [redacted] [redacted]

October 23, [redacted] *** RE: Revdex.com Complaint ID [redacted] Dear ***, Thank you for taking the time today to discuss the status of your loan application with [redacted] , [redacted] Your home loan is projected to fund on October 24, Please accept our sincere apologies for the inconvenience you may have experiencedWe deeply value your relationship with Golden Credit Union and are committed to providing you with the highest level of service simply because our customers deserve the very bestIf you have any further questions, or comments regarding this matter, please feel free to contact me directlySincerely, [redacted] The Golden Credit Union [redacted] E: a [redacted]

I just want to say THANK YOU for responding so promptly to my complaintIt was the 1st time I've contacted youNot only did I get my money back, but Golden One Credit Union called me & deeply apologized for the fraud charges and mistreatment from their customer service department Thanks to Revdex.com of Northern CA, I never closed out my account because justice was served Keep up the great work!

1/06/Mrs*** *** 5*** ** *** *** *** *** *** Dear Mrs***, At Golden Credit Union, we take pride in ensuring our member’s satisfactionUpon thorough review of the situation we will be issuing a refund of the appraisal fee you incurred to your checking account ending
in *We deeply value your relationship with Golden Credit Union and are committed to providing you with the highest level of service simply because our customers deserve the very bestIf you have any further questions or comments regarding this matter, please feel free to contact me directly @ ###-###-#### or at ***Sincerely, *** *** Manager, Home Loan Operations

Dear *** ***,I am writing in response to your correspondence with the State of California Department of Business Oversight (DBO) regarding your credit card experienceThis was forwarded to Golden Credit Union for response and resolution.Golden continuously monitors account activity for
potentially fraudulent transaction to maintain the integrity of the credit union and to protect our members' assetsThe large gift card purchases made on your account in January with your new Golden credit card caused your account to be restricted while Golden completed the verification process for these transactions.As you requested in your correspondence with the Department of Business Oversight, your accounts have been closedYou should receive a check in the mail for the balance in the account within 2-business days.If I may be of further assistance, please do not hesitate to contact me at ###-###-####, or email me at ***Sincerely,*** ***Vice President, Account Services

To whom it may concern:I am trying my best to efficiently illustrate where the frustration on behalf of the estate rests. I would like to draw attention to my continued use of “all.” All information was requested by the executor and all information was provided months after the requests Even though Golden closed the accounts and distributed the funds, Golden could only discuss the account once the executor was appointed by the estate It may or not be known that the executor is not formally acknowledged until months after the decedent’s passing, as various documents must be pushed through the system Nonetheless, the executor hastily presented the documents the very month (November 2013) the State of California presented the documents. In my previous response, I sited exactly what was written by Golden and provided documentation of the several inaccurate claims made. But for the sake of simplicity and keeping this response compact, we can omit the written statement by the executor stating she wanted to grant me access to the accounts. We can also omit further discussing myignored attempts after her request to allow me to communicate with Golden 1. We can even omit whether or not it was the executor’s third attempt for all information since she was appointed as executor. The events that must be relevant and documented are as follows: The decedent passed in July. Golden closed the accounts in July. The courts promptly began processing thedocuments and completed processing in November of 2013. The executor presented the necessary document to Golden in November of In November of the executor requested from Golden all information and activity All information was provided to the executor March of 2014, months after costly penalties had been assessed.Since the decedent’s passing, the estate wondered of the activity in the deceased accounts. Even though Golden distributed funds and closed the account the month of the decedent's passing, the estate respected due process for the State of California and Golden and waited patiently for documentation to formally present the executor. The inability to acknowledge the executor presented the documentation promptly and virtually as hastily as the system would allow comes across asvery insensitive and misinformed on behalf of Golden 1. The executor/estate did not wait and requested all information soon after granted permission.Here is a compacted timeline of relevant events and time periods which can be supported through documentation:July 2013- Passing of decedentJuly 2013- Golden closes accounts (acknowledging passing without any presentation of documentation)July to November 2013- Court filings are made with the state of California to appoint theexecutor (It should be noted and not forgotten that it takes months for these documents to be processed through the state)November 2013- Executor appointed by the State of CaliforniaNovember 2013- Executor acknowledged by Golden 1November 2013- Executor requested informationNovember 2013- Further correspondence to Golden 1. It should not be dismissed as simply an initiation of the first correspondence. This was the point wherethe executor made it known it was her third attempt The executor made it known in writing becauseher previous attempts (made promptly after her appointment) wentunfulfilled. At this point, which was still within a month of her appointment, she wisely decided to note the lack of communication The correspondence askedfor all statements and activity (supported by the previously submitted attachment). Once again, I would like to draw attention to my continued use of “all.”March 10, 2014- All information was provided through official statements. The first official statement of nearly $20,in funds is provided. This date is acknowledged by both parties (supported through our correspondence) as when all the information was provided. It does not appear we disagree on the date of March 10, 2014, as for when all information was provided. Perhaps the disagreement is when all information was requested. The documentation provided shows the executor requested all the account information and activity on November 18, 2013. The executor acknowledges it was her third attempt. All information requested November 18, 2013. All information provided March 10, 2014.If there is a reason why there is nearly a four month window between when the executor made her request and when all information was provided, explanation would be very beneficial for the estate. If there is a misunderstanding as to what the executor meant by “all information,” explanation would be very beneficial for the estate. If there is any reason why November 18, 2013, should not be acknowledged as the executor’s third attempt (or first documentedaccording to Golden 1’s rebuttal), it would be very beneficial for the estate to know why all information and activity was not provided until March 10, 2014.The confusion and frustration remains the same There simply were too many assets and liabilities for the estate to not have thorough understanding until months after acknowledgement and requests. Regards,*** ***

November 25, 2015[redacted]                    
[redacted]
[redacted]Dear Ms. [redacted],I am writing in response to the complaint that you filed with the RevDex.com on...

November 13, 2015 regarding your ChexSystems record.  There have been no changes in our position since
the response that we sent to you regarding your complaint filed with the
Department of Oversight on May 27, 2015.  We have attached a copy of that response for your records.Sincerely,[redacted]Manager, Fraud ManagementEnclosures

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
My wife and I have enjoyed a great relationship with our local Golden 1 branch Credit Union here in Auburn, California.  I think we were expecting the same great service from the home loan division that we had received from our branch office.  When that good service didn't happen, we felt rather let down and we did want to make a point regarding our dissatisfaction.  First, I want to thank the Revdex.com for providing a platform for consumers to voice their concerns.  Secondly, I want to thank Golden 1 for the gracious and classy manner in which our complaint was handled.  I feel like we were listened to and hopefully our experience will help future customers with the paperwork and appraisal process necessary to applying for a home loans.Thank you, [redacted]

Please see attached...Thank you.

[redacted]
[redacted]
[redacted]
[redacted]  [redacted] Dear Mr. [redacted] I am writing in response to your correspondence with the Revdex.com regarding wire transfers. Your correspondence was forwarded to the credit union on November 9, 2015 for response and...

resolution. From your letter, I understand you were trying to send wire transfers to Ecuador. We periodically review international wire transfer requirements in an attempt to add additional countries to our offered country list.  We are currently in process of reviewing current requirements and will take Ecuador into consideration.  If it is determined that Ecuador can now be added to our offered country list, we will contact you to let you know.  Please be aware that all wire transfer requests must be made at a Golden 1 Credit Union branch. We genuinely appreciate you taking the time to share your thoughts and concerns regarding your account. We strive to provide our members with quality service. We apologize for the inconvenience you experienced and value your membership.  Sincerely, [redacted]
[redacted]

I am rejecting this response because: The Golden One Credit Union did not follow their Funds Availability Policy for checks deposited over $5,000.00.  Checks deposited over $5,000.00 are supposed to have a longer delay to verify the availability of funds.  The delay was supposed to be nine business days for Golden One to notify of the availability of funds. Had Golden One honored the longer delay for check deposit verification, the amount in discrepancy would be only $200.00.  They did not notify the account owner that no funds were available because they did not enforce the longer delay for a check deposited over $5,000.00.  Please have the Golden One review the policy for longer delays in verifying funds available for checks over $5,000.00.  The customer should not be responsible for the credit union's failure to comply with its own check cashing policy.

I had previously addressed my situation to Golden One regarding my auto loan payments. Then, they took out almost 100 dollars from my account for a late fee, then also disenrolled me from courtesy pay program without even any warning only a letter. I had a bill to pay and it was returned. So now my...

balance is not in good standing. Full refund of the 93 dollars and 29.50 so my account is in good standing.

Please note: This response is a summary of our position refuting the Golden 1’s inaccurate claims in the initial reply.  In efforts to thoroughly explain the inaccuracy of Golden 1’s claim and the filing of this complaint, it was necessary to include an attachment that addressed each of Golden 1’s claims and provided supporting documents to illustrate the inaccuracy of claims made.  Please refer to the attachment for further understanding. [redacted],I want to begin this response by thanking you for taking time to respond to my areas of concern.  It should also be noted that [redacted] deserves positive recognition for her assistance with the executor during the process.  I,too, recall our brief email conversation in which I received your reply in January of 2014 to a complaint I submitted on December 27, 2013.  It should be noted the complaint response submitted in December of 2013 was in reaction to lack of communication and withholding of critical information to myself and the authorized executor.  It wasn’t just my request that were unsatisfied, but it was the executor’s on behalf of the estate.  My efforts to direct correspondence to the executor were ignored.  The executor was ignored.  Even my email stating the executor was being ignored was ignored.  It will be shown through the email attachments that an alarming amount of your points in your response are inaccurate.  One point in particular draws the most concern and further supports the position of substandard communication to the point of insensitivity.  You state, “The requests for the mortgage statements, summaries and account histories occurred more than seven months after the decedent’s passing on July 21st, 2013.”  This inaccurate and can be proven through the attached emails.  The requests happened the same month the executor was acknowledged by Golden 1, significantly before your time ofreference.From the perspective of the estate, lack of communication was seen as the underlying problem.  Here are the different groups weidentified:  -Branch members who acknowledged the death without accepting the death certificate (yet took steps to notifyGolden 1 to close the account by July 30).-Branch representatives who did not return general phone calls-Representatives who ignored emails-Representatives aware of our requests -Representatives that were cordial in assisting that should be commended (such as yourself and [redacted]) -Misinformed, yet well-intentioned members who were aware of complaints, but unaware of past occurrences-Representatives/collectors who had no idea of our efforts and requested to speak to Loretha Ford (who is deceased) In all, I stand by my statements.  The estate made good faith efforts to resolve the balances. Requests were not addressed.  The estate’s requests were made clear andpromptly after acknowledgement of the executor.  My efforts to notify Golden 1 of the executor’s contact information, as well as critical information requested by the estate were ignored.  Even efforts that did not particularly address the decedent’s account details were ignored.  Correct, the detailed summary of the accountwas provided on March 10, 2014.  However, this came far too late after the executor requested full summaries the same month of acknowledgement, far too late after numerous follow-ups, far too late after abrasive calls from uninformed collectors, and far too late after the distribution of nearly $20,000 the estate had no accounting of until eight months after their loved one’s passing. Please keep in mind that the estate was/is persistent in expressing areas that has made us feel uncomfortable because we do not want this being viewed as acceptable the next time individuals have to come together to protect the assets of their loved ones. Special Note: Although lengthy, the attachment is thorough.  I ask whoever is reviewing this packet to thoroughly look through the attachment.  To analyze and disprove the claims required explanation and supporting documents had to be filed into an attachment. The attachment will include statements made by Golden 1 in response to the initialfiling with the Revdex.com.  These statements will be accompanied by highlighted (through underlining), supporting documents that prove Golden 1’sclaim is inaccurate.  The supporting documents will identify concerns with communication while the estate incurred costly penalties simply trying to gain understanding. Regards,[redacted]

July 20, 2015 [redacted] Dear [redacted], I am writing in response to the compliant that you filed with the Revdex.com (Revdex.com) on July 16, 2015 regarding the title and registration on the vehicle in which you have a loan with Golden 1. I wanted...

to let you know that we have been diligently working to get this issue resolved. As you are aware the title that we accepted in good faith did turn out to be altered. We are working with a Department of Motor Vehicles Investigator as well as contacting the insurance company for the dealership to either get a perfected title/registration or proceeds to pay off the loan. We understand your frustration and are doing our best to get this resolved as quickly as possible. I am very aware of the situation and I am monitoring it closely. If you have questions about this please feel free to contact me directly at ###-###-####. Sincerely, [redacted] Manager, Loan Servicing

Dear [redacted]: We are in receipt of the form you recently submitted to the Revdex.com. In your letter, you indicated that Golden 1's AutoPay Service did not place the payments correctly on the scheduled dates. We apologize for any inconvenience you have experienced. Upon review of...

your account, we discovered that the setup for the two credit card payments in question have instructions to pay off the entire balance. Our records indicate that the payments on June 4 and June 9 were instructed to pay the account balance in full, but the AutoPay limit that you established within the bill payment service was lower than what was needed to honor the payments. By setting the AutoPay limit (the maximum about that you authorized the bill payment service to send payments on your behalf), you inadvertently set the maximum amount of the automatic payment to a threshold that was lower than the bills you were attempting to pay. The payment on June 4 was scheduled to pay $3,070.37, but you had an AutoPay limit of $550. Similarly, the payment for June 9 was scheduled to pay $4,689.50, but you had an AutoPay limit of $416. In both of these situations, since the AutoPay limit you created was lower than the "pay entire balance in full” option you selected, both payments were canceled according to your instructions. With both payments, an email notification was delivered to the email address we have for you on file. If the email notifications were not received, please let us know. I apologize for any inconvenience you experienced with your credit card payments. I hope this explanation of how the AutoPay feature operates will prevent any late payments or credit issues in the future. We know you have many choices for your financial services needs and we appreciate that you have chosen Golden 1. Sincerely, [redacted]

March 22, 2016
[redacted]             
[redacted]   
[redacted]
Dear Mrs. [redacted],
I am writing in response to the compliant that you filed
with the Revdex.com...

(Revdex.com) on March 16, 2016. 
I wanted to let you know that at Golden 1 we do our best
to protect our members from fraudulent activities.  Our staff cannot know when a check that
appears to be legitimate will be returned. 
It is usually the circumstances around the checks being provided to our
members that would indicate if they are potentially fraudulent.  We have to count on our members to question
these circumstances.
There are many scams that prey on individuals, such as
yourself, and we will do what we can to assist you through the process but we
are not able to credit you money for a fraudulent check.  We do want to provide you the following
suggestions and information to help you going forward.    
Suggested steps to take if you have been scammed:
Contact your local police department to file a reportFile a report with the Internet Crime Complaint Center at [redacted]File a complaint with the Federal Trade Commission at [redacted]..
Useful links for more information on mystery shopping and
scams:
[redacted]You may also wish to visit the Mystery Shopping Provider's Association
(MSPA) website at [redacted] for a list of reputable mystery shopping
companies.
We understand your frustration.  I hope that you find the information in the
above links helpful. 
Sincerely,


















[redacted]
VP, Account Services

May 7,  2015   Francisco Bango [redacted]7115 Cedar Creek RoadCorona, CA 92880   Dear Mr. [redacted], Your recent comments to the  RevDex.com have been forwarded to me for review and response. Member Comments such as yours allow us the...

opportunity to evaluate the level of service that is being provided across our organization.   We apologize  you were met with  such difficulty  when attempting to discuss your loan with representatives in our Contact Center. At Golden 1,   the security of our members' accounts and information is of the utmost importance to us.   Due to the heightened  risk of identity theft, our employees are required to follow established protocols when identifying individuals over the phone.   It is a constant balancing act to maintain security while providing excellent service.   In situations where our employees are presented with a verification issue that is outside of standard guidelines, they are directed to obtain assistance before turning the caller away.   I   apologize that this did not occur during your calls into our Contact Center.  Your comments have been provided to the Contact Center Management team so they are aware of the complications you encountered; additional training and coaching will be provided as needed. While researching this complaint, I   came across another call that took place approximately 1    week prior to the calls referenced above.   I  found that the employee assisting you that day was able to determine the cause of the discrepancy and obtained approval to complete verification using alternate identifying questions.  The individual assisting you that day sent out a new Application for Membership so that we may obtain  accurate information  on your account in order to prevent this issue from occurring in the future.  When returning the completed and signed form,  please be sure to enclose a photocopy of your valid ID. I   have placed a note on your account to inform other representatives of the discrepancy to prevent additional issues while  working to correct the information.   Once again,  thank you for bringing your concerns to our attention and we apologize for any frustration or inconvenience this situation has caused.   We value your membership and look forward to exceeding  your service expectations in the future.     Sincerely,      ~-    Credit Union[redacted] I  Channel AdministrationGolden 1   Credit UnionE  [redacted]

I am rejecting this response because: based on false statements regarding my giving permission to Golden One Credit Union for any other application than the request for personal loan ($5000) and refinancing loan for the [then] current loan ($5600) of which only one exact amount is properly reflect. The statements made by this credit union are completely false and I challenge them to prove otherwise!.