Westmark Credit Union

I would really love to be a fan. I really would. I know people who work at Westmark CU, whom I very much like and respect; and I like to support locally-owned businesses. But this latest debacle confirms the previous poor opinion I had of Westmark. Bottom line is that I am out of patience and time.

I have spent literally hours on the phone trying to get an answer to a straightforward question: how is a payment to a car loan applied when there is a late fee involved? Without exception, I get a different answer depending on who I talk to (teller, supervisor, branch manager, person the legal department) and so far, all answers are devoid of logic and the math doesn't work.

It appears personnel training is poor, and there is lack of consistency in applying policy. It is maddening to continually get different answers. The upshot of all this is that the customer gets blamed for "not understanding" and no reasonable/rational answers are forthcoming.

As an aside, I waited a week to get information that was promised to be sent via email and snail mail. As it turns out, the information (sensitive in nature) was sent to the wrong email address (huge security concern) after that email address was twice confirmed, and NOT mailed via snail mail as promised. Was there an apology? NOPE.

Based on these experiences, I cannot recommend Westmark CU.

Re: Complaint ID [redacted] Dear Ms [redacted] : This letter is in response to the Revdex.com complaint that was submitted onSeptember29thThank you for giving us the opportunity to respond and resolve thecomplaint you received A merchant hold was placed on the member's account on September 15th at 7:amMountain Time in the amount of $The hold was set for calendar days andexpired on September 20th at 7:49am Mountain TimeThe merchant sent a chargecancellation on September nth at 8:am Mountain Time, to notify us that they wouldnot be submitting the chargeThe member's available balance did not increase by$41.54, when we received the cancellation on September n th, because the funds wereno longer being heldThe charge was never deducted from the member's accountbalance and has not been held out of the available balance, since the time the hold wasreleased on September 20th at 7:49am Mountain TimeThe member's bank statementand account history can be used to verify that the merchant charge was never deductedfrom the accountWe cannot refund a charge that was never deducted If you have any further questions regarding the complaint please feel free to contactme Sincerely,Brittany J [redacted] VP/Branch Manager Silverstone Branch

Re: Complaint ID [redacted]
Dear Ms. [redacted]:
This letter is in response to the Revdex.com complaint that was submitted onSeptember. 29th. Thank you for giving us the opportunity to respond and resolve thecomplaint you received.
A merchant hold was placed on the member's account on...

September 15th at 7:49 amMountain Time in the amount of $41.54. The hold was set for 5 calendar days andexpired on September 20th at 7:49am Mountain Time. The merchant sent a chargecancellation on September nth at 8:05 am Mountain Time, to notify us that they wouldnot be submitting the charge. The member's available balance did not increase by$41.54, when we received the cancellation on September n th, because the funds wereno longer being held. The charge was never deducted from the member's accountbalance and has not been held out of the available balance, since the time the hold wasreleased on September 20th at 7:49am Mountain Time. The member's bank statementand account history can be used to verify that the merchant charge was never deductedfrom the account. We cannot refund a charge that was never deducted.
If you have any further questions regarding the complaint please feel free to contactme.
Sincerely,Brittany J[redacted]
VP/Branch Manager
Silverstone Branch