Complaints
This profile includes complaints for Vantage West Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Twice, since April 14th, I have contacted the credit union to add my POA to my Uncle's account. Both times they told me that someone would be in contact with me in 24 to 48 hours but I have not heard from anyone.
Business Response
Date: 05/20/2025
We apologize for the delays in contacting you. It sounds as
though our team was ultimately able to make contact and care for your request.
Please contact us directly if you have any further concerns.Customer Answer
Date: 05/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23334091, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Terrence Testa
Initial Complaint
Date:03/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vantage west is always having issues with either an ATM or the banking network online. This time after calling customer service to find out what I was receiving an error message when trying to pay an online bill, I was met with an error message on line & in the Vantage West application (tried them both)
A trouble ticket was submitted by Sabrina (Customer service rep) to her supervisor (no name provided as to who would be handling the issue), no reference number was provided.Business Response
Date: 03/07/2025
Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience caused by the recent outage of our bill pay service through online banking. At Vantage West Credit Union, we are committed to providing reliable and seamless service, and we understand how frustrating it can be when technical issues arise.
We appreciate you taking the time to contact our member service team, and we regret that an immediate resolution was not available at the time. Please know that when service disruptions occur, our teams work diligently to resolve them as quickly as possible. We are pleased to inform you that our bill pay service was restored shortly after the outage.
Your feedback is invaluable to us, and we remain focused on improving the reliability and performance of our digital services. If you continue to experience any issues or if there’s anything further we can do to assist you, please don’t hesitate to reach out. We truly appreciate your patience and your membership.Customer Answer
Date: 03/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23028338. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jesus Fernandez
Initial Complaint
Date:02/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a credit card with Vantage west and it was charged off more than 3 years ago and I am paying a collections agency now. On my credit report it says my account is charged off for 6k and change but shows I owe a balance of $50 as of February to vantage west. I called them and they said I need to call the collections agency. I called the collections agency and they say they don’t do anything with credit reporting. Vantage west will not tell me why I owe them $50 if my account was charged off years ago. I tried disputing it with the credit bureau but they did nothing. I don’t want those $50 messing up my credit. Vantage west won’t provide me an answer.Business Response
Date: 02/19/2025
Thank you for bringing
this matter to our attention. We understand the importance of accurate credit
reporting and appreciate the opportunity to address your concerns.
When an account is
charged off and reported to the credit bureaus, the balance typically reflects
the principal amount owed at the time of charge-off. However, additional fees,
accrued interest, or other costs incurred after the charge-off may not always
be reflected in the balance shown on your credit report. Please note that a
charged-off account remains in that status until the balance is fully satisfied
in accordance with the terms of your loan agreement.
Your current balance,
including any applicable fees or costs, is available through the third-party
agency managing your account. If you require a detailed breakdown or have any
additional questions, we encourage you to contact us directly, and we will be
happy to assist you.
After a thorough
review, we have confirmed that the credit reporting in question is accurate and
compliant with the Fair Credit Reporting Act (FCRA). As such, no changes to the
reported information are warranted at this time.
We value your
membership and are here to help if you need further clarification or
assistance. Please don’t hesitate to reach out.Initial Complaint
Date:11/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have called Vantage West multiple times in an attempt to credit a personal loan account I have with the credit union. I paid Vantage West 1,000.00 via "Pay My Bill" feature through Randolph Brooks Federal Credit Union. The check was deposited/cashed on 11/13/2024 by Vantage West but the bank failed to credit my loan account. I have called multiple times to find out why with no resolution.
My account number is located on the front of the check issued by Randolph Brooks Federal Credit Union from Pay My Bill feature to my personal loan account number which is ***********. My full name, address, and account number is visible on the front of the check so there is no mistake on which account should be credited.Today, I phoned again and they claim there is not a supervisor available to assist in resolving my issue.
I have also sent an email to VantageWest customer service support with no response. I would like my account credited correctly in the amount of $1000.00 dollars or my money returned to me.
Additionally, I have contacted RBFCU to verify deposit by Vantage West. I am enclosing a copy of the cashed check and the bank line item where it shows Vantage West cashed/deposited on 11/13/2024 and my bank, RBFCU, debited my checking account on 11/14/2024.Business Response
Date: 12/02/2024
We have contacted our member and successfully resolved
the concern. The issue arose from a misunderstanding regarding the third-party
lender and servicer contracted by Vantage West. We have clarified the situation
with the member, and from her perspective, the matter has been fully resolved.
Additionally, we have provided clear instructions on how she can successfully
make her payments going forward.We sincerely apologize for any confusion this may have
caused and appreciate the opportunity to address this matter.Initial Complaint
Date:07/17/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not liable for this debt with VANTAGE WEST CREDIT UN. I do not have a contract with VANTAGE WEST CREDIT UN. They did not provide me with the original contract as I requested.Business Response
Date: 07/24/2024
Thank you for bringing this matter to our attention. We have
sent the requested documents to the address on file and apologize for any delay
in receipt of this information.
Vantage West Credit Union complies with all relevant aspects
of the Fair Credit Reporting Act (FCRA), which mandates ensuring the accuracy
of information reported to credit bureaus. After a thorough review, we have
found no inaccuracies in the credit reporting history in question as reported
by Vantage West.
If you believe our conclusion is incorrect, you may dispute
the item directly through the respective credit bureau or contact us for
further clarification. Based on our findings, no further action is warranted in
response to this complaint.
We remain available for any questions at 800.888.7882 during
our business hours: Mon – Fri: 8 am – 6 pm; Sat: 9 am - 1 pm MST.
Thank you for making us aware of this concern.Customer Answer
Date: 07/24/2024
The burden of proof falls on Vantage West Credit Union not the consumer (Jordan Sanchez). I find it concerning that Vantage West Credit Union is not complying with legal requests. I request Vantage West Credit Union provides proof they sent debt validation as I have requested before and have not received anything in the past to the address on file, as it’s my legal right. If Vantage West Credit Union cannot provide proof, I demand this account be removed from my credit report as is my right per **** ******* **** ******* **** ** ** **** ******* ****** * **** * ****** ********* **** *** **** *** *** ****Business Response
Date: 07/29/2024
Thank you for your response. Vantage West Credit Union
understands and acknowledges the concerns you have expressed in your complaint.
Upon enrollment as a Member of our Credit Union, you
were provided with a copy of the Membership and Account Agreement. This
agreement discloses the potential for credit reporting related to loan, share,
or deposit accounts to various credit bureaus. Acceptance of these terms is
indicated by your signature on the Account Signature Card, which was completed upon
your onboarding as a Member.
Both documents have been sent to you via certified
mail, as per your request. If you would like tracking information, please
contact us directly to obtain it.
Prior to this complaint, we have no record of any
request through our various channels for the documents referenced.
If you have questions or need clarification, we invite
you to visit any local branch or call us at the number provided in our previous
response.
At this time, we consider the matter to be fully
resolved.Initial Complaint
Date:10/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a mortgage loan with Vantage West, for the last two payments, the monthly payment has been deducted from my funding account. But when I check my Mortgage account it shows I've never payed those two installment and I have to pay 43.00 because of late payment. For the post 3-4 years everything has been Okay, never had issue with late payment or my account. The scheduled monthly payment is still available on my account.Business Response
Date: 10/06/2023
We appreciate this matter being brought to our attention. We have contacted our Member to offer clarification regarding his mortgage account with Vantage West Credit Union. No late fees have been assessed contrary to what was stated in the complaint. Our Member has indicated his satisfaction with our explanation. No further actions are warranted at this time. Thank you for the opportunity presented for us to respond to this concern.Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To entice new customers Vantage West CU offered $300 cash back paid as 30,000 rewards points when a new Member opens a new Premium Rewards Checking account, deposits $1,000 and completes one debit card transaction within 60 days of opening an account. My debit card is linked to the checking account. I was told I could use either #. Merchants wanted the checking card #. I also arranged for direct deposit of my pension check. I was NOT told of a $2/mo charge for statements. They repeatedly refuse to correct this and make refunds. I asked for the $300 and they also refused as debits were made from the checking acct. with that #! NCUA says they are NOT a member so rejected my complaint.Business Response
Date: 07/19/2023
We appreciate this matter being brought to our attention and
we apologize for the experience our Member encountered. Transparency of
promotional terms as well as any fees we might assess our Members are of the
utmost concern for Vantage West.
A copy of our fee schedule is provided to our New Members
upon their enrollment and is available at their request. When a new Membership
is opened by phone, this is among the material provided electronically that
must be acknowledged as a condition of Membership.
We have reviewed the promotional material and disclosures
related to the checking account promotion in question and have determined that
all conditions of the promotion were clearly outlined including the requirement
for at least one debit card transaction within a 60-day period of account
opening. This requirement was not met and why the points were not awarded automatically
to our Member.
We regret any misunderstandings that may have come about in
relation to the concerns expressed by our Member. For that reason, we were able
to contact her directly and provide an acceptable resolution.
We are grateful for the opportunity to rectify this matter
with our Member as well as provide our response to this concern.Initial Complaint
Date:02/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am very disturbed and upset with VANTAGE WEST CREDIT UNION has not responded back to me I sent a letter requesting the proof of contract . I need these accounts deleted from my credit report they violating my rightBusiness Response
Date: 02/18/2023
We are sorry to hear of your frustration and we are eager to
assist you. We are happy to send a copy of the loan contract to your address on
file.
Vantage West complies with all applicable local and federal
regulations as they relate to credit reporting. We also adhere to the mandates
set forth by the Fair Credit Reporting Act. For that reason, if there are
inaccuracies in the reporting, we are obligated to correct them. We invite you
to contact us directly by phone or in writing to identify any details that may not
accurately reflect your payment history.
Members are required to agree to the terms of our Membership
and Account Agreement as a condition of Membership with Vantage West Credit
Union. In the agreement it states “We may report information about your loan, share,
or deposit accounts to credit bureaus. Late payments, missed payments, or other
defaults on your accounts may be reflected in your credit report.” We are
including these terms with the contract we are sending you.
We hope this addresses your concern adequately. If you have
further questions, please call us at 800.888.7882 during our business hours of Mon
– Fri: 8 am – 6 pm; Sat: 9 am -1 pm MST. Thank you for bringing this
matter to our attention.Initial Complaint
Date:01/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Terrible company, hoa allows payment thru this company only. I set up auto pay and payments were always late. Scheduled auto pay earlier, they stopped paying the auto pay entirely. NOW: Automatic payment not paid Customer service does not know why. Many other similar incidences. In each of these times when vantage pays late "I" pay the late fee and take the credit hit.Business Response
Date: 01/19/2023
We appreciate you reaching out. We have investigated the Membership associated with this Member and there is no checking account or a means by which to set up an automatic payment. There appears to be some type of misunderstanding of the Membership in question. We have attempted to reach the Member at the phone number listed and were unable to make contact. We did leave a voicemail inviting her to call us at 800.888.7882 during our business hours of Mon – Fri: 8 am – 6 pm; Sat: 9 am -1 pm MST. We apologize for the frustration experienced and look forward to helping sort out this concern.Initial Complaint
Date:01/15/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please read from the bottom up.
1/10/23
Paid past balance of $841.26 and January pmt. Still reported to credit bureau.
1/9/2023
Called to tell them I was still not employed and needed to set up a payment catch up plan with the help from my co-signer.
- $841.26 is due from Nov & Dec
Updated Insurance. Now Vantage West is on the policy.
He said it was as delinquent and had been sent to credit bureau.
- Was transferred to a supervisor who said they couldn’t do about the credit bureau reporting. I explained they said they would hold off until I called today. 1/9/23.
No help at all.
12/28/22
-Spoke to **** in Vantage West collections who said he’ll follow up with me on 1/9/23 to create a catch up plan. He called and hadn’t read the notes from previous call.
12/12/2022
-Spoke to Julie in Vantage West collections
- she said they’re at fault for not calling me back in october to confirm deferal. They dropped the ball. No one called to confirm. I thought it was set up the whole time
-Will hold from collections until I let them know on 1/9/ 23 if employed or set catch up plan.
Didn’t have deferred pmt set up from email & call in October from unemployment.
She was going to have a supervisor call me.Business Response
Date: 01/20/2023
We appreciate you bringing this concern to our attention. We
reviewed the payment history of the account in question and determined it was
reported accurately to the credit bureau, however upon further investigation,
we uncovered inaccurate information provided by one of our Team members that
may have potentially resulted in additional delinquency and subsequent negative
credit reporting.
We have processed the request to remove the negative
reporting and will be reaching out to contact you directly for further
assistance.
We are also making use of this opportunity to enhance our communication
for future interactions with our Members.
We apologize for any frustration or inconvenience this misstep
may have resulted in and we look forward to continuing to serve your financial
needs in the future.Customer Answer
Date: 01/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18815353, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* ******
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