Golden 1 Credit Union

Review: I have had very positive experiences with Golden One and have been a member for over five years. I have an auto loan with them as well. They have helped me through a lot of things. Today, I spoke with a customer service representative to inquire about my deposit of my check into my checking account and some over draft issues. Then, I received a notice today stating that my account has over drafted past seven days by a certain amount of money. The person over the phone did not help me at all with what I was needing assistance with at all. Not the best experience for me.Desired Settlement: I would like a full refund of all over the courtesy fees and over draft charges and be able to have sufficient funds available.

Business

Response:





June

7, 2016

Dear

Ms. [redacted],

Thank you for taking the time to contact the

Credit Union with concerns about your account. Member comments such as yours

allow us the opportunity to evaluate the level of service provided across the

organization.

I am writing in response to your correspondence

with the Revdex.com regarding your overdrawn account. Your

correspondence was forwarded to the credit union on June 3, 2016 for response

and resolution.

From your correspondence, we understand you

are inquiring about the Courtesy Pay fees assessed to your account and the lack

of assistance you received when calling into our Member Service Contact Center.

We sincerely

apologize for the service you received. As a one-time accommodation, we

reversed $165 for 6 Courtesy Pay fees you incurred from May 17th,

2016, to May 31st, 2016. As of June 7, 2016

your account has a positive balance of $ 21.00.

If you have questions about how the Courtesy Pay Program works, please

contact [redacted] at [redacted].

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. Members

comments such as yours, allow us the opportunity to evaluate the level of

service provided across the organization.

Sincerely,

Vice

President, Account Services

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I feel that the first time I was put through the person did not listen and was short and I felt cut off during the course of the conversation. In the near future, it would be helpful to provide some additional training on certain aspects of customer service over the phone.

Review: I set up automatic monthly payments from my Chase checking account to make payments to my Golden1 Visa credit card. There must have been a glitch in the system because I noticed today, 6/17/16, that I had not made a payment to Golden1 in May. Upon calling Golden1 immediately to make a payment, I learned that I was 22 days past due and that if I had been over 30 days past due, it would have been reported to the credit bureaus. Fortunately, I caught it in time, and made a payment right away. My complaint with Golden1 is that they made NO effort to notify me my payment was past due. If it HAD been 30 days past due, the credit reporting would have impacted my credit immensely, and I would not have even known about it! When your account is about to get reported to credit bureaus, wouldn't you expect to receive some kind of email payment reminder, or red writing alert in the account, or phone call from a representative in an attempt to prevent the credit reporting?? The response from the representative I spoke with on the phone said "well, you should have checked your online statement." Why would I check my online statement when I'm under the impression that everything is fine? Not everybody checks their online statements for every credit card they have every month, unless they are aware of any issues going on with it. When I log onto Golden1.com, it tells me that I have $76 due on 6/22/16. It does NOT say that I have $38 past due for 22 days now, and that in 8 days, my account will be reported to credit bureaus. If I had not called in to check on my account, I would not have learned that information! Additionally, when I pulled up the "online statement" they were talking about, no where on the statement does it alert to me that my account is 22 days past due and that it is about to get reported to the credit bureaus. That simply is not acceptable.Desired Settlement: With the availability of technology today and automated systems, it should be a simple fix for Golden1 to prompt their system to send automatic emails to consumers when their payment is past due, ESPECIALLY when their account is on the verge of getting reported to credit bureaus. That shouldn't be a "courtesy" notification, it should be standard practice! Additionally, I would like any late fees associated with the account to be credited back, because again, I was never notified of being late!

Business

Response:

Dear [redacted] We are in receipt of the letter you sent to the Revdex.com. In your letter you state your automatic monthly payments from Chase malfunctioned, which caused your account to become 22 days past due. You also noted that you were not notified by Golden 1. Your concern was the potential negative impact to your credit report had your account become 30 days past due. Your online statement, closing date May 25, 2016, indicated the past due amount of $38 and a minimum payment of $76 due. Anytime the past due amount is not paid before the payment due date, the account maybe reported to the credit bureaus. While Golden 1 does not send email notifications, it does make collection calls prior to accounts becoming 30 days past due. In your instance, the call had not yet occurred. We do appreciate your business, and as a courtesy Golden 1 Credit Union will honor your request to return the late fee of $15.00. The credit will reflect on you July 25th statement. If you have any further questions please contact me at 877-465-3361x [redacted] Sincerely, [redacted] Member Care Manager The Golden 1 Credit Union

Business

Response:

Please see attached...Thank you.

Review: On April 9, my husband took out an auto loan with Golden 1. Our first payment was set to be due on May 10. By May 10, I hadn't received any statement or bill so to eliminate late fees, I paid the amount due through ** bill pay using a loan number of docs. Golden 1 called me a week later saying I hadn't paid. I said I did they took notes, then called back a week later saying the same thing. In the meantime, my ** account showed the payment to G1 processed. I decide to make another payment so my credit would not be effected (making this my 2nd payment to this account for May) and on this call, I also discovered that I inputted the loan number when sending the payment over when it should have been an account number (who knew they were different?). I filed a claim with G1 to get my refund and filed a claim with **. On June 1, 2016 ** has said Golden 1 will refund the money in 7-14 days, it would wired back into my account that it came from. I still do not have the refund. My husband called this morning and somebody he spoke with said Golden 1 applied the payment to our April bill. We didnt have the car loan in April. Please help me get this resolved. I just want my money back. I have a proof of payment and the account it was sent to.Desired Settlement: I want the $263.51 back into my ** account ASAP.

Business

Response:

Please see attached-Thank you.

Business

Response:

Dear Mr. [redacted], I am writing in response to your wife’s correspondence with the Revdex.com regarding the automobile loan for your 2008 [redacted] Frontier. Your correspondence was forwarded to the Credit Union for response and resolution. Please accept this letter as confirmation of our conversation on Tuesday, June 21st that your loan is currently due for the August 2016 payment. On June 3rd the following payments were reapplied: May 2016 payment was reapplied to your loan effective May 19th June 2016 payment was reapplied effective May 25th When the July payment was received, it was applied to your loan but it did not advance your due date. This was a result of our payment application hierarchy which prevents the due date from being advanced more than 60 days. As we discussed, we manually advanced your due date as a one-time courtesy making your next payment due for August 10, 2016. We have also reviewed your account to ensure no negative information has been or will be reported to the major reporting agencies as a result of the above referenced circumstance. I apologize for any inconvenience this has caused you. Thank you for bringing your concern(s) to our attention and should you need any additional information and/or validation, please do not hesitate to contact me directly at [redacted] ext. [redacted]. Sincerely, [redacted] Golden 1 Credit Union Manager, Consumer Loan Servicing

Review: I have an auto loan through Golden 1 credit spoke with [redacted] escalation rep at phone number [redacted]. Was very rude, advised him that they took over 7 months to get my credit card closed an updated on my credit report.I advised him that my credit report is showing that my auto loan is closed which is incorrect , I still have an active auto loan with them and make my payments monthly. He said well credit reports do not work over night, and he goes I don't know where you are getting your information from. I responded that they falsely reported that my auto loan was closed months ago on my credit so its not an overnight issue. He told me if I would have paid my credit card on time I wouldn't have this issue. I replied that my auto loan has nothing to do with my CC account , and that this is messing up my credit because they are reporting issues wrong. Also each time I call Golden 1 they tell me that my CC was sent to collections and that I owe a balance and this escalates me speaking to a manager each time , the credit card has been paid off since October which they finally updated on my credit card because I filed a complaint with the BB already on my CC. Now it is them reporting my auto loan as closed or charged off when that is not correct. I would like my credit report reflected correctly. I would also like them to have better customer service skills and be educated when speaking to customers about there accounts. I shouldn't have an issue each time I call and have to speak to a manager. They are sending accounts off to collection company's and are not aware when the debts are paid off and settled. They are very rude and are not willing to help and be empathetic. I feel they lack the compassion and the customer service skills one should have, they do not do diligence research. Please look into this thank youDesired Settlement: I would like my credit report to be fixed. I would like it to show an open car loan that I pay every month.

Business

Response:

June 2, 2016[redacted]

[redacted] Dear Ms. [redacted]:Golden 1 Credit Union received your 2nd complaint letter dated May 25, 2016. Per our initial response dated May 2, 2016, updates were submitted to the credit bureaus to make the following corrections:• Credit card ([redacted]) – Account was a charge-off / Account paid in full for less than the full balance;• For the auto loan ([redacted]), we removed the settled status, so that the account will report as an active trade line and will accurately reflect your payment history.Please be advised that it takes up to 60 days for these changes to be reflected. We are monitoring your trade lines to ensure that the corrections have been accepted by the bureaus. I apologize for any inconvenience this has caused you. Thank you for bringing your concern to our attention and we look forward to assisting you in the future with your financial needs.Sincerely, [redacted] Manager Member Care Support Golden 1 Credit Union[redacted]

Review: On Sunday (May 8th, 2016), I deposited a check into a Golden 1 ATM. The ATM took my check and displayed "out of order." The check wasn't deposited into my account. I called the main customer service number for Golden 1. A lady assured me that a repair person would be out to fix the ATM the following day (Monday). She said that after the machine is fixed the Golden 1's computer system knows to deposit that check into my checking account. She said I didn't need to do anything further, it would be taken care of on their end. In the meantime, I receive a notice from [redacted] that my payment to them was past due and could result in disconnection of service. I make a payment arrangement with [redacted] for Thursday, (May 12, 2016). I figured the issue with my check would certainly be resolved by then. Thursday arrived and I received an email from Golden 1 saying that a payment to [redacted] was returned due to insufficient funds. I checked my account on-line and found that not only was my check never deposited but Golden 1 has charged me over-draft fees for all automatic payments occurring after the ATM took my check hostage. I called Golden 1's main customer service number again. This time I was admittedly frustrated because I know I most likely no longer have [redacted] services at my house due to this check issue. I spoke with a customer service agent, who was just mean to me. She asked for my acct #, address, home phone #, work phone #, mother's maiden name, and how I receive my paycheck. I answer all of these questions. She then asks for my work email address. I said "can you please just give me the status of the my check." She tells me it could be another several days before it is deposited into my account. Then, she disconnects me from Golden 1 on-line banking. I asked why she did that and she responded that it was because I wouldn't provide her my work email address. So, now I have no check, no [redacted] services, and no way to check my Golden 1 account on-line. That is some customer service.Desired Settlement: Here is what I want from Golden 1: 1)deposit my check into my account immediately, 2) reverse all over-draft fees that occurred after the ATM took my check, 3) process my payment to [redacted] and explain that it was their error, 4)If [redacted] has already disconnected service at my home, then I ask that Golden 1 pay the reactivation fee for [redacted], 5)reinstate my ability to use on-line banking, and 6) if I have to visit a branch to resolve this error, then I request repayment of lost wages for that time.

Business

Response:

May 18, 2016 [redacted] Antelope, CA 95843 Dear Ms. [redacted], I am responding to your concerns addressed to the Revdex.com of NE California regarding the deposit you made at the ATM. After reviewing your case, I have been asked to further research your concerns. I apologize for the frustration you experienced when making a deposit to your account at the ATM. I reviewed the recorded calls and found in your first interaction with our Contact Center the technician filed a claim on your behalf for the missing deposit. At that time, she stated that someone would be out to repair the machine and your account would be credited in the next few days. This information is inaccurate as the credit would actually occur at the time the deposits are retrieved from the ATM and delivered to the corporate office or when the claims team issues provisional credit. The claim filed was processed on May 12, 2016 and provisional credit was applied to your account. The claims team was then notified the check was received and made the provisional credit permanent on May 13, 2016. The PG & E debit was paid on May 12, 2016 and all fees accessed to your account with regards to the missing deposit have been reversed. Your online banking access was never disabled. However, an updated email address is required per the agreement to use this service. You can call or email [redacted], Manager of Card Operations directly at (916)[redacted] or [redacted]@golden1.com with your new email address and she will make the update to the account on your behalf. We recognize that you have many choices when it comes to financial services and we appreciate your decision to place your business and trust with Golden 1. Sincerely, [redacted] Vice President, Account Services

Business

Response:

Please see attached...Thank you!

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I mailed a personal check to Golden 1 credit union to pay off my credit card payment, (In addition, I wrote on the check "Credit card payment") check number 287 for $6,940.56. When I checked my Golden 1 account website and discovered that my check had not been updated (for some reason was actually credited to my home mortgage account; instead of being credited to my credit card account). I made a phone call to Golden 1 credit union and explain my situation to an employee. I was actually told by Golden 1 employee ([redacted]) that a mishap with my payment have transpired and that she would correct this mishap within the 3 days. Well, that never transpired because I checked to see if the ordeal had been solved and incorrect data was still present. At this point, I'm very dissatisfied (about whole transaction) because I actually talked with Golden 1 employee about the mishap and she gave me her word that this mishap would be resolved (in a couple of days). Too make matters worse this ordeal has tarnish my credit. All I want is good old fashion customer service. Is that to much to ask?Desired Settlement: Please just complete the job.

Business

Response:

August 4, 2016

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 that your loan payment was not corrected as was guaranteed by an

employee in our Member Service Contact Center.

After

review of the situation, the payment was applied to your home mortgage because

the ATM card used was for the account where your mortgage is housed, and the

option selected was to apply the payment to your mortgage. Our ATMs do not offer the ability to make

credit card payments. Credit card

payments must be made by mail, in a branch, or if using funds already on deposit

you can request to make the payment by phone or through Online Banking.

Once

you noticed the payment was not applied and contacted us to resolve we

apologize that the Contact Center employee assisting you did not correct the

payment as promised. Our approach to

excellent member service is for an individual employee to take ownership of an

issue and see it through to correction, so it is disheartening to hear that she

did not practice this principle. As

requested, the payment has been reversed from your mortgage and correctly

applied to your credit card effective July 12th, the date the

payment was deposited in the ATM. Your

comments have also been provided to our Member Service Contact Center

Management team so they may address this situation directly with the employee

involved; additional training and coaching will be provided as needed.

Once

again, thank you for bringing your concerns to our attention and we apologize

for the delay in correcting the payment.

We value your longstanding membership and look forward to exceeding your

service expectations during future interactions.

Sincerely,

[redacted] | Channel Administration

Golden

1 Credit Union

E [redacted]

Review: I received a letter from my bank "Golden 1" that they closed my account because my account has passed 45 days of overdraft, and they will report it to [redacted] to remain five years. This could affect to open checking account at another financial institution. I disagree of this bank's action. I request Golden 1 should removed their reporting of my bank account from [redacted] and remove any reporting that could affect my credit and opening checking account from another bank. I have noticed my checking has a few overdrafts. I have called Golden 1 voice system to check my account balance. I have called the payee (auto insurance) to stop submitting payment (same payment) repeatedly to get overdraft fees, I also have requested them to call Golden 1 to remove the overdrafts. I have sent Golden 1 email within 45 days that I will direct deposit to pay the fees and informed Golden 1 that once they have received my payment for my checking account, would they re-open my account? The bank replied my email that total payment for the account is $218.00 account is closed (account status was charge-off). The bank sent a letter to me that bank's monthly statement, it showed $280.00 (credit and payments). It hould be $161.81.

Overdraft (auto deduct) $84.31

Overdraft fee $27.50

Stop payment $25.00

Stop payment (ck# [redacted]) $25.00

(when I called to stop payment, check has not cleared yet)Desired Settlement: I will send a payment of $161.81 to golden 1. I would appreciate Golden 1 re-open my checking account, remove the reporting from [redacted] and remove from another financial institution.

Business

Response:

August

10, 2016

Dear

Ms. **,

We received your correspondence from the

Revdex.com dated August 4, 2016 regarding your overdrawn account. I

have been asked to conduct the research and respond to your concerns.

From your letter, we understand you are writing

in regards to your checking account being closed and reported to [redacted].

A review of your account revealed the

following information:

On

May 13, 2016, an ACH transaction from [redacted] in the amount

of $ 84.31 debited your account. Courtesy Pay was used and fee of $27.50 was

assessed.On

June 14, 2016, an ACH transaction from [redacted] in the amount

of $ 84.31 attempted to debit your account and an ACH insufficient funds fee of

$27.50 was assessed to your account. On

June 20, 2016, an ACH transaction from [redacted] in the amount

of $ 84.31 attempted to debit your account a second time and an ACH

insufficient funds fee of $27.50 was assessed to your account.On

June 21, 2016, check number [redacted] attempted to clear your account and an Share

Draft insufficient funds fee of $27.50 was assessed to your account. On

June 24, 2016 a stop payment was placed on check number [redacted] and a $25 stop

payment fee was charged to your account.

As a one-time courtesy to you, we have reversed

the insufficient funds fee of $27.50 and the stop payment fee of $25. Once the

remaining amount owed of $166.26 has been paid, we will reopen your checking

account and remove you from [redacted].

We recognize that you have many choices when it

comes to financial services and we appreciate your decision to place your

business and your trust with Golden 1.

Sincerely,

Vice

President, Account Services

Review: [redacted]Good afternoon,

My name is [redacted]. I've been banking with Golden 1 Credit Union since 1997. My husband and I had a car loan with them as well and paid the loan off years ago. I have another account that I opened several years ago for my children. I opened a separate checking's account for my children to use in case they need to withdraw money for emergencies.

I had a small loan from the [redacted] being deducted from this account as well but I changed the checking's account to my joint checking's account with my husband because I didn't have enough money in the this account. [redacted] continued to deduct from this account even though I changed the information online and by phone.

I received a letter from Golden One stating that my account was negative and I needed to pay the negative balance. That was on a Saturday and I called Golden One to pay the negative balance the following Monday. In the letter it stated if I don't pay I'll be sent to [redacted] I had no idea my account kept being withdrawn since I already had changed it online and through the phone.

I received 3 letters from Golden One this weekend stating that I was sent to check systems and they were going to close all my accounts. One letter was addressed to my husband. It stated for him to close our account that we have together and open a new one. First of all, my husband and I have 19 years of having this account. We have a lot of automatic payments and our direct deposits are linked to our checking's account. Second of all, I am a CEO to a non-profit in the Bay Area. I am the primary checking's account member through [redacted]. I write checks to needy families in the Bay Area weekly. Not only have they affected my personal account but will also affect my business account.

My husband and I were thinking of changing banks since Golden One doesn't offer spending rewards but this issue has pushed us make our decision. Golden One will lose us as their loyal customers of of 19 years.Desired Settlement: I want for Golden One to remove me from the [redacted]. I called Golden One yesterday to resolve this issue but no one helped and kept transferring me to different departments. They need to clean this up or I'll have to take proper legal actions.

Business

Response:

August 11, 2016

Dear Ms. [redacted],

Thank you for taking the time to contact the Credit Union concerning

your account. Member comments such as yours allow us the opportunity to

evaluate the level of service provided across the organization.

I am writing in response to your correspondence with the RevDex.com regarding your overdrawn account. Your correspondence was forwarded to

the credit union on August 5, 2016, for response and resolution.

From your letter, we understand you are writing in regards to your

checking account being closed and subsequently reported to [redacted]. As of

June 16, 2016, your fees were paid in full and [redacted] was updated to

indicate a “Paid in Full” status. At this time, we are not able to remove your

name and account information from [redacted] due to your account being

charged-off, which results in membership expulsion. Membership expulsion results in the closure

of any accounts you are primary or joint on.

If you would like to appeal the expulsion of your membership, and avoid your

joint accounts being closed, please write a letter of appeal and mail to:

Golden 1 Credit Union

Attn: Member Care

We genuinely appreciate you taking the time

to share your thoughts and concerns regarding your account.

We

apologize for the inconvenience you experienced and value your membership.

Sincerely,

Vice President,

Account Services

Review: Golden1's Autopay feature on their online banking page has malfunctioned many times and, after multiple calls to customer service, never been fixed. If I had not set up automatic minimum monthly payments from my other account at Bank of the West, no payment would have none through to the two credit cards in question and I would have been assessed late fees and suffered a diminished credit rating.

I have two credit cards I need to pay off before their promotional rates expire. I calculated the monthly amount I need to pay on each and set up autopay for each on my Golden1 billpay page. However, neither payment went through the first month. I called Golden1's customer service and was told that it can take a month to take effect and it would pay the next month. So I checked my page again the next month and again the due date came and went with no payment. I was connected to their online banking support center who tried to tell me it was my fault and I had to find the payment confirmation number, after which they admitted I had set up the payment correctly. They told me they'd call me back with resolution. I was called back a couple weeks later and given another explanation that did not make sense, so I spoke to a manager who agreed with me and promised again to call me back. That was over a month ago and I have not received a call and the payments are still not going through, tho the site indicates they should be.

I have generally had good experiences with Golden1, but they have really mishandled this and I'm concerned in may be affecting other members as well. Late payments can badly damage one's credit and we need to trust our bank to make payments on time.Desired Settlement: Fix this problem before it damages someone's credit. And keep your promise to call me back.

Business

Response:

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]

Consumer

Response:

I am rejecting this response because: I don't believe this explanation is an accurate description of how the online payment system is supposed to work. Golden 1 needs to address this problem. Ms. [redacted], I really appreciate your prompt response, and generally I've gotten excellent service at Golden 1. But on my last call to customer service I was given the same response you wrote me here. I questioned it with the rep and asked her if she thought it made any sense. She agreed with me that it did not and told me she'd look into it and call me to follow up. I don't think she was just humoring me - we were both genuinely perplexed after considering it. As I said, I have not received any calls, nor any emails (my email address has been the same for years - [redacted], please email me there). Ms. [redacted], I set the autopayment to pay full balance and set a limit (something like $700 I believe) because I don't have enough funds on a monthly basis to pay off the entire balance of about $4500. I would that is how the limit is supposed to work - you 'limit' how much you would like to pay and then the payments happen reliably until the balance is paid off. I suppose I could have just set the payment at a blanket $700, but then it would continue to pay after the card was paid off, which would be a bad idea obviously as I don't want to send money to a paid-off card. Your letter is saying that because the limit was set below the amount due, your system choose not to make any payment at all. That's what the rep told me too. Can you please, honestly tell me what the point would be of a limit function like that? Let's say you set up your personal credit card to pay up to $400 a month and count on it to come through and pay on time. Then one month you run up the card to a $500 balance, and because of the limit, the system cancels the payment and no payment goes through and you are charged a late fee on your card. How is that a useful function? Is there ANY context in which that function would make sense, any scenario? Your rep was told the same info and passed it on to me, and when I asked her she did not think so either and agreed to research it. Never heard back.Here is my request: please explain to me how the 'limit' feature is supposed to work, and also let me know how to accomplish my goal of paying a certain amount of my balance every month until it's paid off. Many thanks once again - [redacted]

Business

Response:

Please see attached rebuttal response.

Review: I applied for a Equity line of credit with this company sometime in April 2016. After running credit and other verification, we moved forward. I was working with loan processor, [redacted]. I was lead to believe that everything was going through after she requested a letter from [redacted]. In fact, she told me as soon as she got the letter my loan docs would be ready in 2 days. I emailed her the letter on the 26th of April. To this date I have not heard back from her. She hasn't returned calls or emails. I received a letter of denial on May 20th. My dept ratio was too high according to them. They new my dept ratio at the start of the application and misled me the whole time, holding me hostage from applying with another financial institution. In fact this line of credit paid 95% of all my dept! Where is the dept ratio problem? This was unprofessional and unbecoming of a business.Desired Settlement: I would like them to finish the loan they told me was going through and prepare LOAN DOCS!

Business

Response:

May

31, 2016

Re:

Service Issue

Mr.

[redacted],

We received your complaint dated May 24, 2016, that was

filed with the Revdex.com regarding the service you received during

your home loan application process. I

would first like to apologize for the experience you encountered outlined in

your letter. Your feedback is greatly

appreciated as it helps us to improve on the service we provide to our

members.

Per our conversation, you stated that you might be

interested in a counter-offer. For us to

consider the counter-offer you must re-apply due to the previous loan

application has now expired. If you do

choose to apply you can contact me directly at [redacted]. I will personally handle your application to

ensure that you are taking care of and receive the service you expect.

Thank you again for sharing your concerns and suggestions on

how we can better serve our members and I hope that we can continue to serve

you for all of your financial needs in the future.

Sincerely,

[redacted]Manager,

Home Loans Equity

Review: On 5/20/2016 I made a deposit in the ATM at Golden one on wet el camino for 1177.07 on receipt number [redacted] it shows an available balance of 1496.72. I went home and paid some bills online. Later that afternoon went food shopping and card was declined. At 2:52 pm I called customer service and asked why my payment was declined and voiced my concern about bills I paid online. I was told that it was because there was a hold on the check and not all funds were available. Since my check was local and I have direct deposit eventually a supervisor posted the full check and told me that the funds were ok for immediate use. All weekend went by without an email or phone call from golden one. On Monday morning I got an alert in my email that my account was overdrawn. I immediately called Golden one and spoke with [redacted] who said that since the check was a third party check it was reversed from my account (even though my husband signed the check and no one said anything about this being an issue before) I advised her that the check posted last Friday so how can they reverse it and she said the supervisor should not have posted the funds because it was a third party check and I need to make the account current ($565.32) before they would even mail my check back. I asked for a supervisor and talked to Ms. [redacted] and provided her with all the specifics about the check. I told her that I called Friday to ensure everything was ok and told it was fine and that there has to be a way to fix this today. Ms. [redacted] said they will pull the audio but they shouldn't have posted the funds and only did so as a courtesy and I'm responsible for all the fees and I cant get my check back unless I bring the account current even though my husband and I are both golden one members and the fact I was told the check posted on 5/20/2016. I have the receipt on 5/20/16 showing my funds were available and ensured over the phone that my funds were available by two Golden one staff members and no help at all from Golden 1.Desired Settlement: 1. Act like you care about your customers and help find alternatives to problems and not blaming customers.

2. All golden one fees refunded

3. 100.00 for returned NSF fees (bounced check fees to [redacted] and [redacted])

4. A Letter that I can give to my creditors you denied payment to explain what happened.

Business

Response:

May 27, 2016

Re: Account [redacted]

Dear [redacted],

I am writing in regards to your correspondence forwarded by

the Revdex.com to the Credit Union on May 23, 2016 regarding your

ATM deposit made on May 20, 2016.

Your ATM deposit of $1177.07 deposited on May 20, 2016, was

placed on a 2-day hold. I understand you

called our Contact Center after not being able to access the funds and an exception

was made by the supervisor to release the ATM hold. Unfortunately, this exception was made without

verifying the check. Upon further review of the check, it was determined it was

a third party item, and was reversed out of your account. Golden 1’s policy of

not accepting third party checks has been in place since March of 2008.

As a courtesy, we have reversed (3) three Courtesy Pay fees

for $82.50 and (2) two NSF fees for $55.00, which have been credited to your

account. Please provide a statement for

any outside fees you may have incurred with your creditors and we will

reimburse you for those fees as a onetime courtesy. You can send the

statement(s) to the attention of [redacted], Supervisor of Deposit

Processing. His contact information is [redacted] or [redacted]. If you need to fax the statement(s) the

number is [redacted]. Once we receive your statement(s) your account will be

credited and we will provide you a letter for each creditor that was affected

by this transaction.

We genuinely appreciate you taking the time to share your

thoughts and concerns regarding your experience. We apologize for the inconvenience you

experienced and value your membership.

Sincerely,

VP,

Account Servicing

Review: On August 1, 2016 my husband went to the ATM in Madera, Ca to deposit his paycheck into my account. We had deposited at the bank before and didn't think depositing into the ATM would be a problem. The check was accepted and we had $200 available until the check cleared. I wrote a check for payment and processed payments online for payment and have automatic withdrawals for a few other bills on line as well. On August 2nd the check was withdrawn due to it being a "3rd Party Check". I contacted Golden 1 immediately and was told because the check did not have my name on it that it was considered a 3rd party check and pulled out. I was then told that the check could not be picked up from us at the bank and that it had already been mailed out on the 2nd and that I would receive it no later than Friday the 5th. I mentioned the checks and payments I had made and that this was going to impose a hardship on us and our accounts those payments were made to that would be returned. I was told that as soon as I receive the check and could make the account current that those fees would be reversed. I asked to make sure they notate that on the account and that I would wait for the check. Friday the 5th came and no check so I called again and was told that it had been mailed out on the 2nd and that worst case scenario that it would be here today, Saturday the 6th. Mail came and went, still no check. I called again and was now told that the department that handles this issues is closed until Monday but that our check most likely did not get mailed out because our account isn't current. YOU'VE GOT TO BE FREAKING KIDDING ME!!! Why have we been told that our check has been in the mail since the 2nd?? How is our account supposed to come current when YOU have our check?! We now have issues with who we made payments to, have no money for gas, and now will incur MORE fees due to the NSF for the returned check! Golden 1 has caused a huge financial hardship on our family as it is and now we are told this?!Desired Settlement: It would be great if in the future you contact your "customers" to inform them when something like this happens as opposed to just pulling funds out and causing undue hardships. Allow your customers to walk in and pick up the check as we had requested to do in the first place so that way my husband and I could be present for verification and validation and get it deposited correctly. Reverse our fees and pay for the NSF fee we will incur from [redacted] and a letter for the [redacted] for no payment.

Business

Response:

August 15, 2016

[redacted].

[redacted], CA [redacted]

Re: Account XXXX[redacted]

Dear [redacted],

I am writing in response to your

correspondence with the Revdex.com regarding your ATM deposit made

on August 01, 2016. Your correspondence

was forwarded to the Credit Union on August 8 2016, for response and resolution.

Your ATM deposit of $3,117.65 was deposited on

August 01, 2016 after 3pm. On August 02, 2016 the deposit was reviewed and

reversed out due to it being a third party check. I understand you called our Contact Center

after not being able to access the funds and you were misinformed about the

whereabouts of the check. It is Golden 1’s policy to not accept third party

checks through the ATM and in most cases in person at a branch. There are times a branch manager may make an

exception by validating identification at a branch.

We have reversed three Courtesy Pay fees for

$82.50, which have been credited to your account. Please provide a statement for any outside

fees you may have incurred with your creditors. You can send the statement(s)

to the attention of [redacted], Supervisor of Deposit Processing. His contact

information is [redacted] or [redacted]. If you need to fax the statement(s), the

number is [redacted]. Once we receive your statement(s) we will review your

account and provide letter(s) for each creditor that was affected by this

transaction.

We genuinely appreciate you taking the time

to share your thoughts and concerns regarding your experience. We apologize for the inconvenience you

experienced and value your membership.

Sincerely,

VP,

Account Servicing

Review: I have been a loyal member with Golden One Credit Union for over 10 years, and I have never had any issues until now. I have lost my debit card on a few occasions, none of which were my fault, and a year ago I had lost my wallet with all of my personal information, including my debit card with my pin number, I had a balance of 1,394, of which 950 of it was taken out of my savings because someone had my card at random times. Now because of this, the bank claimed that It was my fault, because I had the card along with the number in my purse, I do not agree because It was lost. I am physically disabled and tend to put my wallet on the side of my chair. unfortunately it had to fall out of the side, with out realizing it till I got into my car to transfer. okay so, because they found it my fault, I was penalized by not being able to receive a new card for a year. On May first, I was told that I would be able to receive a debit card, after the 16th, of May, because my year would be up, and my account would be active . Well on June 1st I go into the bank and order my debit card, the action was successful, and I was told that I would receive the card in the mail in 7-10 business days. I then get a call a few days later prior to going into the bank location. I am told that I have been denied for the debit card because I haven't written a statement on why the card should be in my possession. I then told the representative I spoke to that I don't recall, any mentioning that prior to the times, that I've tried to order, and he stated and I quote "i must have forgotten". Personally in my opinion that is not right and I should be obligated to receive a card with my money that was on there . I do not think losing my card was fault, as well as having to write a statement when it was not mentioned in the first place. I believe that if it was mentioned prior conversations, I'm sure I would have done it but since they were negligent to advise me to do it, I don't think I should be penalized any further.Desired Settlement: I would like this to be resolved, by refunding the amount that was taken from me a year ago, 950.00 and I would like to have my debit card back. I believe I have been penalized long enough, for something that I had no control of and this is ridiculous since I have been a member for over 10 years, and have never had an issue.

Business

Response:

June 10, 2016

1[redacted]

Dear [redacted],

I am responding to the complaint you sent to

the Revdex.com dated June 7, 2016 regarding the denial of debit

card access privileges on your checking account.

On May 31, 2106 a Golden 1 [redacted] debit card

was issued to you by our Madera branch.

After an audit was performed it was found this card was issued in error

by the branch. It was during this audit

we found multiple cards had been issued over the past few years, each

consistently reported by you as lost or stolen. Each claim associated with your reports has

been reimbursed back to you in full. On

June 7, this new card was closed to protect your account and the credit union

from any further misuse.

A review of your account history shows a

continued pattern of difficulty on your part maintaining the security of your

card and the confidentiality of your secret PIN number.

9/30/2013:

Reported card lost or stolen and the PIN stolen along with the card. A new card

was issued. 12/14/2013:

The replacement card above was reported lost or stolen along with the PIN and a

new card issued.5/05/2014: The replacement card above was reported lost

or stolen with the PIN and a new card issued.

9/25/2014: The replacement card above was reported lost

or stolen along with the PIN and a new card was issued. 12/31/2014:

The replacement card above was reported lost or stolen with the PIN and a new

card was issued. 2/02/2015: The replacement card above was reported lost

or stolen along with the PIN and a new card was issued. 5/04/2015:

The replacement card above was reported lost or stolen along with the PIN and

new card was issue. During an account

history audit on this reissued card, your pattern of card loss along with the

compromise of your PIN was discovered, therefore the card issued 5/4/2015 was

closed to prevent further loss to you and the credit union.

Between September 30th, 2013 and

May 4th, 2015 you repeatedly maintained your PIN with your debit, both

of which were lost and stolen seven times resulting in a loss to the credit

union of $3,182.72 in fraudulent transactions reimbursed to you. Storing your PIN with your debit card is a

violation of the Golden 1 Account Agreement which has resulted in the

revocation of your card access. All [redacted]

debit cards are nontransferable and are the property of Golden 1. The credit union may cancel, modify, and

restrict the use of any card upon with or without notice.

You indicated in the complaint an amount of

$950.00 be refunded back to your account from last year. We have no claim on file for this amount. Please

contact our Card Investigations Team directly at [redacted] option 1, extension

[redacted] so we can assist with this portion of your claim.

We recognize that you have many choices when

it comes to financial services and we appreciate your decision to place your

business and your trust with Golden 1.

Sincerely,

Vice President, Account Services

Review: I have had my identification stolen, along with [redacted], who works for [redacted], broke into my phone, and into my computer. I went to the [redacted], and asked for a new account, [redacted], said NO! I have seen her on several orcassions assisting other customers, but has never offered to assist me. When I went to the branch and told [redacted] that someone was trying to use [redacted] on my account, she asked me to email it to her, which I did. I asked her to please send to technical department. She said she was making a file. I called the branch for an update, left messages, never received a return phone call. When I first went in to open an account in my name, I had been reported deceased, again [redacted] was the one who informed me of that. Something is not right with my account and I want to know what it is. It has to do with [redacted].Desired Settlement: I want to see where every penny went from April 2015 through April 2016.

Business

Response:

RE: Revdex.com Complaint

Dear [redacted]. [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 for the issues you have experienced over the last year.

At Golden 1, the security of our member’s accounts and information is of the utmost importance to us. It is very concerning to hear that someone may have access to your information. In reviewing your account, I see that your online banking password and the book number assigned to your checking were changed previously to prevent any unauthorized access. In addition, a comment is present on your account concerning identity theft directing staff to require that transactions and account modifications be performed in person. We are very sorry that you feel that the [redacted] of our [redacted] branch was unwilling to assist you with opening a separate account. I have discussed your concerns with the [redacted] so she is aware of how her actions were perceived. It was definitely not her intention for you to feel as though she was unwilling to help. If you are still interested in establishing a new account number, the staff at the [redacted] branch office will be happy to help you.

To address your concerns regarding fraudulent transactions; I was not able to locate any transactions, or attempted transactions through your account from [redacted]. I confirmed with the [redacted] assisting you, that she has maintained a file of correspondence you sent concerning fraudulent attempts to establish payments through [redacted]. Unfortunately, we are unable to investigate further as there have been no fraudulent transactions attempted or processed on your account with Golden 1. The [redacted] will continue to maintain the file for use in the future if it is needed. In reviewing the correspondence, it appears as though a [redacted] account may exist and that payments through the account were rejected as possible fraud. Since you have never opened a [redacted] account, you may want to contact [redacted] to have the account closed if you have not done so already.

Per your request, I have mailed statement copies to the address we have on file for you so that you can review the activity on this account. We apologize that you feel something is amiss with your account and wish there was something we could do to help; however, at this time we suggest that you speak with the police to report your suspicions. Once again, thank you for bringing your concerns to our attention. Please let the branch know if you locate any fraudulent transactions after reviewing your statements.

Sincerely,

Review: This complaint is my last resort. This has been a nightmare dealing with golden 1. I opened up a car loan & a credit card in 2013. I am still paying on my car payment, I closed the credit card out and paid the balanced settled between golden 1 and what the collection agency agreed on. I paid there collection agency "the best service company" on 10/26/2015, they stated that they would forward this information to Golden 1 and they would update my credit report with in 30-60 days. I paid them $1350.00 the original balance was 1900. I called golden 1 in December of 2015 they stated they had received nothing from the best services company stating I paid off the credit card. I faxed them over directly the document showing that I made a payment to best services since they stated they did not have it. They told me they received the document via fax from me and they would contact best services to confirm they did receive my payment. They called me and verified that the document was valid and they would be updating my credit. I check my credit report in march no changes made. I call golden 1 they tell me they have updated everything they can and its up to the credit bureaus. I disputed it 3 times with [redacted] and they denied my claim 3 times , I called [redacted] they stated they do not receive responses back from golden 1 stating I do not own the debt. They told me they cannot remove it unless golden 1 electronically updates it. I checked my credit report on April 20th hoping they would fix it by now. Golden 1 closed my car loan in error that I pay on every month instead of closing the credit card. SO now my credit reports states that my car loan is closed and my credit card is open. I have called them so many times and they do not want to help me. I have written a dispute to there credit department also sent copies of my documents and copy of my credit report showing the error. I need this off my credit I am trying to buy a house I cannot do anything with this on my credit it has been 6 months. Pleas helpDesired Settlement: I would like them to update my credit immediately and have this credit card showing paid off and closed on my account they have caused me a lot of stress having t constantly call and track this. Also update my car loan as well I pay on that car every month and should get credit for it. They are messing with my life it is not okay. There customer service is no help.

Business

Response:

Dear Ms. [redacted],

Review: I traded in my jeep that was lended through Golden one on November 30, 2015. The traded it in to [redacted] in nampa, Idaho as I now reside in Idaho, not Northern California. Today in 12/22/2015 and golden one called everyday to wonder about the pay off for the jeep and threatens me to ruin my credit. I keep telling them that I did not own the jeep and more and to contact the dealership and they will not pursue any farther that to expect payment from me.Desired Settlement: I want my credit to not be affected by golden one. I do not know what else to do at the point. I have contacted the dealership many times myself to tell them the situation and now my credit is going to be damaged in three days.

Business

Response:

Dear Ms. [redacted],I am writing in response to your correspondence with the Revdex.com regarding the automobile loan for your 2012 Jeep Liberty. Your correspondence was forwarded to the Credit Union today for response and resolution.Please accept this letter as confirmation of a conversation you had with [redacted]. The playoff check in the amount of $14,269.69 from [redacted] was received yesterday and the loan is now paid in full.There seems to have been a delay between when you paid off your loan at the end of November and when [redacted] sent the payoff funds to Golden 1. As a result of this situation, our Member Care Team reached out to you to make sure you were aware the November 25. 2015 payment was still outstanding.We have also reviewed your account to ensure no negative information has been or will be reported to the major reporting agencies as a result of this circumstance. Your account has been updated to reflect current and paid full.I apologize for any inconvenience this has caused you. Thank you for bringing your concern(s) to our attention and we look forward to assisting you in the future with your financial need.Sincerely,[redacted]Senior Manager, Deposit Account Servicing

Review: My checking account was closed on 11/22/13 w/o reason and now I can't pay bills or access funds. Nothing in writing. I'm angry and would like answers.

On Friday, 11/22/13, I visited www.GOLDEN1.com and realized they cancelled my checking account. The following morning, I called (877) GOLDEN-1 and visited a local branch here in Fresno. I spoke with several courteous staff members who all looked up my account and failed to disclose, articulate or justify the closing of my checking account. I was also informed my paycheck wouldn't be deposited per their agreement with my employer. This agreement has been a reliable means for me to access my earnings, as they have been for about five years. So a sudden cancellation (without notification or reason) is surprising and devastating. And without a means to access my earnings, I don't know how I will pay bills or survive. Desired Settlement: I'm angry at this unwarranted vulnerability but would humbly request a reinstatement of access to checking in order to survive.

Business

Response:

Initial Business Response

We received your complaint that was sent to the NE California Revdex.com.

In reviewing your checking account, we find that your account went into a negative status on November 5th due to the attempted posting of an electronic debit transaction from [redacted] N [redacted] There were insufficient funds in your account for this transaction and we subsequently assessed a returned item fee and returned the electronic debit. Additional transactions attempted to post to your account on November 5th and November 8th. Notices of the return of each of these transactions were sent to you on the next business day. Your account remained in a negative status until November 22nd when we closed your account for an unresolved overdraft/negative balance.

At the request of your branch and after review of your account history, your account has been reopened as of November 25th. You may need to reestablish your direct deposit arrangement with your employer. Please note that you need to resolve any negative balance in your checking account before it reaches 15 consecutive days, or we will take action to close the account.

We hope that this explanation and our action to reopen your checking account is satisfactory. Please do not hesitate to contact us if you need further assistance.

Respectfully,

Vice President

Incoming all to our home regarding fraud on my husband's card. I entered all of the data to validate my husband's card and would not accept it, resulting in me being trasnsferred to a CSR. The CSR would not speak with me reagrding the transactions, even though I am the primary on the account. I spoke with a Supervisor name "Uris" who was also of no help and would not verify the transaction that was in question that I was abel to view online. Uris also explained that though they are GoldenOne, they do not have access to the full account data. REALLY?! Resulting in me having to contact my traveling husband to call and verify the transactions. Horrific fraud prevention program!

Review: Online bill pay was used to send funds to [redacted] on 8/4. The funds were promised to be there by 8/4 by Golden1. Golden1 shows the funds were posted on 8/4 to [redacted], and they removed the funds from my account on 8/4. [redacted] shows the funds were not received until 8/8. This is forth issue this year where funds are not received by a payee by 4-6 days, yet Golden1 shows the payment was posted to the payee on the requested date.Desired Settlement: I would like the bank to honor the online bill pay agreement to send funds by the date requested to the payee. I would like that the bank not take my funds and hold them for a week before the payee receives the funds a week later then when I expect them to get to the payee.

Business

Response:

September 3, 2014 [redacted] Re: Online Bill Payment Delivery Issues Dear Mr. [redacted]: We are in receipt of the form you recently submitted to the Revdex.com. In the form it was stated that a payment to [redacted] was not credited by the mortgage company for four days after the amount was withdrawn from your account. We want to apologize for any inconvenience this has created. To help explain the process when sending bill payments on behalf of our members, the payment method is automatically selected based on several factors. Most commonly, bill payments are sent electronically (ACH) but payments can also be sent as checks as well. Some of the factors when determining the bill payment method include whether the biller accepts electronic (ACH) payments or not, the amount of the payment, to whom the payment is being made, if it is a new biller, etc. Again, the most common method payments are sent is via ACH. Based on our research, it appears [redacted] does not accept ACH payments from our bill payment service at this time. As such, a check was sent to [redacted] on your behalf. To help match the payment date and the withdrawal of the funds, the check was mailed four days prior to the date that was entered as the payment date for the [redacted]. The goal is that the check will arrive on the day that the funds are withdrawn from your account. Why the check took an additional four days beyond your selected payment date to post to the account is unknown to us and outside our control so we suggest you reach out to [redacted] to discuss their timing. To help ease your worries about bill payments, we do offer a service guarantee with our bill payment service. I have attached the verbiage from our disclosure. To summarize, as long as you schedule your payment by the due date on your billing inserts, Golden 1 will cover any late fees should your biller state they did not receive the payment in time. The Service Guarantee Due to circumstances beyond the control of the Service, particularly delays in handling and posting payments by Billers or financial institutions, some transactions may take longer to be credited to your account. The Service will bear responsibility for any late payment related charges up to $50.00 should a payment to a Biller post after its Due Date as long as the payment was scheduled in accordance with the guidelines described under "Bill Payment Scheduling" in this Agreement. Notwithstanding the foregoing, this section shall not apply to any tax payment or court ordered payment. If you have additional concerns or questions, please feel free to contact me. Again, we apologize for any inconvenience you have experienced. We know that you have many choices for your financial services needs and appreciate that you have chosen Golden 1. Sincerely, [redacted] Vice President, Account Services Golden 1 Credit Union T ###-###-#### E [redacted] W Golden1.com

We have had an on going relationship with Golden I for many years and because of that decided to secure a line of equity with the company. We began the process in early April and finally concluded the it on July 28th. I spoke with the loan officer once during that time and the paperwork had to be redone twice before it was correct. This is now August 22, and we still have not received any paperwork to tell us when our payment is due or where to send the check. We finally went in into the local office in Lincoln and asked if they could at least give us some information as to when the payment was due and where to send it. I am extremely disappointed in the quality of service and knowing what I now know would never have taken out the line of equity.
Dan and Linda W[redacted].