Complaints

This profile includes complaints for Patelco Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Patelco Credit Union

  3 Park Pl Dublin, CA 94568-7983

  
• 

  Patelco Credit Union

  1200 South El Camino Real San Mateo, CA 94402

  
• 

  Patelco Credit Union

  985 Golf Course Drive Rohnert Park, CA 94928

  
• 

  Patelco Credit Union

  65 Southgate Ave Daly City, CA 94015-1413

  
• 

  Patelco Credit Union

  1301 Clay Street Suite 270N Oakland, CA 94612

  

The 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:07/04/2025

  Type:Billing Issues
  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.

  This account was never past due, in fact it was paid off early. I have supporting documents (Screenshots) but can also provide account statements that show the account was paid on-time and always for the amount due, zeroing the account.

  

  Business Response

  Date: 07/14/2025

  July 14, 2025

  Dear Ms. *************** received your complaint from the Better Business Bureau on July 7, 2025, regarding a past due payment reporting on your credit report.Upon receipt, we conducted a thorough review of your account, and our findings are outlined below.

  Our records show that all payments on your UpLoan held at Patelco Credit Union were paid as agreed until May 2, 2025. Per our records,you made a $1,130.07 payment via online banking using an external transfer which left a residual balance of $8.72. Our online banking display, in which you observed a balance of $1,130.07, reflects the principal balance only. The payoff amount includes daily interest, and this information is located under our Loan Payoff page.  

  The $8.72 remaining balance after your May 2, 2025, payment is visible in the transaction history screenshot you included with your complaint. On May 31, 2025, our Account Solutions team sent you an email to the email address on file advising that the loan was 8 days past due.  Because this balance was not paid, a late fee was charged. When you made a payment of $8.72 on June 5, 2025, it was applied to that late fee, not the remaining loan balance. Between June 9, 2025, and June 30, 2025, various communications were sent by our Account Solutions team via mailed letters, emails, and voicemails. However, our records do not reflect any follow-up from you. As a result of the $8.72 loan balance still unpaid, this led to a 30-day late payment being reported for June 2025. On July 2, 2025, we received a payment of $42.55. This covered the $8.72 unpaid balance, $0.16 in daily interest, and a $33.67 late fee. With this payment, your loan was fully paid off.

  Based on your payment history, the line of business approved the removal of the June 2025 late **** from your credit profile.  The request was submitted on July 8, 2025,and takes 3-5 business days to process. Additionally, the late fees assessed,totaling $42.39, have been reversed and credited to your Savings account ending in suffix 00.  If you would prefer a check to be mailed to you, please contact our ********************* at ************* to handle this request.

  Thank you for the opportunity to review this matter.  We hope this provides further insight and resolution to your concerns.

  Sincerely,

  ****** *******
  Manager, Member Experience 

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  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.

  Dear Patelco,Ive been a loyal member for over 10 years and have generally been very satisfied with your services. However, Im writing to raise a serious issue regarding misleading payment information in your mobile app, which has resulted in financial consequences.On June 27, 2025, I made a payment toward my Signature Line of Credit, and to my surprise, most of it was applied to interest, with less than 10% going toward principal. **************** explained this was due to no payment being made since May 8, 2025.However, on May 8, I made two payments$457.00 and $543.00. Following those, the mobile app stated, No payment due until June 31, 2025. As of today, it shows No payment due until July 31. I relied on this information to plan payments, assuming I was in good standing.The representative I spoke with today said the agreement requires payments every 30 days. If so, your mobile app is clearly misleading members. Had the app shown this 30-day requirement, I would have timed my payments differently. Instead, I was misled and have incurred unnecessary interest, despite paying extra in May with the intent of reducing my balance.I respectfully request:A formal explanation of this discrepancy.A review and proper reallocation of my June 27 payment;Correction of misleading payment messaging in your app; and Reimbursement for interest charged due to this issue, if any amount is different than the required payment (interest, principle)If unresolved within 10 business days, I will consider filing formal complaints with the ***** California ****, and pursuing small claims court action.I appreciate your attention and look forward to a prompt resolution.Sincerely,Your Member

  

  Business Response

  Date: 07/08/2025

  July 8, 2025,
  
  Dear *** ********, 

  
  We received your complaint submitted to the Better Business Bureau on June *******, regarding your concerns about the payment due date and the interest accrued on your Signature Line of Credit, as displayed in our mobile app. We have thoroughly reviewed your account and would like to provide clarification on how your payments were applied and how our online and mobile banking platforms reflect this information.
  On May 8, 2025, you made a $1000.00 payment to your Signature Line of Credit. This payment was applied as the follows:

  
  $457.00 satisfied your monthly payment due for May 31, 2025.

  Of this amount, $146.34 covered the accrued interest since your last payment on April 20, 2025.

   The remaining $310.66 was applied toward the principal, reducing your overall balance.

  Then the remaining $543.00 from your payment was also applied entirely to the principal.

  
  Per the Open-End Consumer Credit Agreement and Trust in Lending Disclosures, it states:                                                       
  Lines of Credit, Daily Balance Method Including New Transactions: The interest component of the Finance Charge is determined daily based on the unpaid principal balance of funds loaned to you. Each day, we determine the balance outstanding by adding any new advances or charges to the previous days balance and subtracting any payments and credits. Then we multiply the days balance by the Daily Periodic Rate (1/365 of the ANNUAL PERCENTAGE RATE) to determine the interest component of the Finance Charge for the day. At the end of the billing cycle, the interest charges for each day of the cycle are added together to determine the interest component of the Finance Charge during the billing cycle. Interest continues to accrue from the day funds are loaned to you until the day they are repaid to us.

  
  Regarding the payment display in our mobile app and online banking, your $1,000.00 payment satisfied your obligations for both May & June 2025. Our system then updated your next minimum payment due date to July *******. This is consistent with how our system is designed. Our system monitors whether the current minimum monthly payment has been satisfied, and if a member pays more than the required amount, the system does not prompt an additional payment until the next due date. Therefore, your $500.00 payment on June ******* was applied in accordance with your loan agreement and satisfied the $440.00 minimum monthly payment due. Since no payment had been made since May 8, 2025,interest accrued daily on the unpaid balance. As a result, $391.30 of your June 27, 2025 payment was applied towards accrued interest, and $48.70 was applied to principal. The remaining $60.00 from your payment was also applied entirely to the principal. Our review confirms that your payments were applied correctly and that interest accrued in accordance with the terms of your Signature Line of Credit agreement. Therefore, we are unable to offer reimbursement.

  
  To help you stay informed about your account activity and interest accrual, your monthly statements are available for review through mobile app and the online banking. We encourage you to review these statements regularly, as they provide detailed information about your payments, balances, and how interest is calculated using the daily balance method. This should help in clarifying how your payments are applied and how interest accrues over time.
  Should you have any further questions or would like to discuss options with a specialist to help manage interest more effectively going forward, contact our Consumer Loan Servicing team directly at **********************.
  We appreciate your continued membership and the opportunity to address your concerns.
  
  Sincerely,
  ******* *********
  Senior Member Experience Specialist

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  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 was charged $157.17 for a late fee. My bill is due on the 15th of every month. On May 9th , I posted $300 and on June 6th $276. Yet I was charged a late fee. I would like an explanation and credit of the payment i made of $200 for the " late fee" on June 19th.

  

  Business Response

  Date: 06/26/2025

  June 26,2025
  

  Dear Mr.Tram,
  We received your complaint from the Better Business Bureau on June 20, 2025, regarding a credit card payment reflecting past due after a payment had been made.   This complaint is similar to previous complaints we have responded to in the past, and we have educated you on minimum payments when there is an over-the-limit amount as well as finance charges assessed. Upon receipt, a review of the events surrounding your complaint was conducted.
  

  As we have previously mentioned, whenever a member is over the limit, they are responsible for paying the minimum payment and the over-the-limit amount for the credit line to be made current and to advance the due date.  This information is also located in our Open-End Consumer Credit Agreements and Truth in Lending Disclosure that can be found on our website ****************************. Please review page 4, section 9 and part C of section 10, which states: 
  

  9. If your outstanding balance on any Account exceeds your approved credit limit, you must, upon written notice from us, make a single lump-sum payment sufficient to reduce the balance to the authorized credit limit.... All minimum payments must include over-limit amounts, delinquent amounts and fees.
  

  On May *******, a transaction in the amount of $93.45 took your Passage Rewards credit card balance over the limit by $24.44. On May *******, another transaction in the amount of $79.96 took place further increasing your over-the-limit credit card balance by $104.40. Therefore, a total payment of $371.40, which included your minimum payment of $267.00 and the over-the-limit amount, was needed by June 15, 2025, to make your credit card current.
  

  However, on June 6, 2025, you made a payment in the amount of $267 and another payment of $30 on June 13, 2025, totaling an overall payment of $297. Although this decreased your balance below the limit, a residual amount of $74.40 remained due to satisfy your total payment of $371.40.
  

  Finance charges are assessed if the full cycle balance has not been paid by or on the due date, which is the 15th of every month for your credit card held at Patelco Credit Union.  A finance charge in the amount of $160.80 posted on June 15, 2025, causing another over-the-limit amount of $82.77. This increased the over-the limit amount owed from $74.40 to $157.17
  

  On June *******, we received your payment of $157.17 via external transfers conducted online.  This amount satisfied the total amount owed, and your credit card account is now current. 
  

  As previously advised on multiple occasions, these amounts are not late fees, but a result of your balance becoming over-the-limit, accurate finance charge posting, and insufficient payments made. We recommend reviewing your monthly credit card statements prior to making your payment for full details of the overall amount required to make your credit card in good standing. Additionally, as we have responded to similar complaints in the past, we also request that for any questions or concerns you may have related to your credit card, please contact Patelco directly at ************** for an explanation.
  

  Sincerely,
  ****** ********
  Member Experience Specialist

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:05/30/2025

  Type:Order Issues
  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 not liable for this debt with PATELCO CREDIT UNION, I do not have a contract with PATELCO CREDIT UNION, they did not provide me with the original contract as i requested

  

  Business Response

  Date: 06/06/2025

  June 6, 2025

  Dear Mr. ***************** are writing to you in response to the complaint that you filed with the Better Business Bureau on May 30, 2025. Your complaint alleges that Patelco Credit Union is reporting inaccurate information to the credit bureaus. However, your complaint does?not specify the information that is being disputed under the account(s), explain the basis for the dispute, or include any supporting documentation to substantiate the basis of the dispute.? Therefore, you failed to meet the dispute submission requirements under the **** Act and the Fair Credit Reporting Act, and Patelco Credit Union is unable to investigate your dispute.? 

  To enable Patelco Credit Union to investigate, please send a written notice to us at ******************************, which includes the necessary information and supporting documentation described above.? Thank you. 

  Sincerely, 
  ****** *******
  Senior Member Experience Specialist

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  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.

  Following a security breach at Patelco Credit Union on 7/1/24, I was unable to access my accounts and money through debit, credit, ATM or shared branches. I was forced to withdraw funds from my *** and open bank accounts in the *************** area in order to pay bills, buy gas, etc. When I tried to closed my accounts in early July and asked to have my funds sent to me, I was denied by the *************** On or about 7/16/24 my credit card was charged by Patelco for overdraft fees (+/-$72). These fees were subsequently reversed by **** C at the ************** but was charged again in August +/-$29. On 8/13/24 I disputed the charges through the ************** and asked for evidence of authorization for overdraft against my credit card. To date I have received no such authorization. The overdrafts continued in September and October and on 10//7/24, I contacted **** C to cancel my credit account. On 11/1824 I sent a letter to Patelco to have them close all my accounts. Despite this letter, in December Patelco took the remaining balance to pay a stale dated check (+/-$103), overdrafted my credit card and charged another cash advance fee ($34). These charges continued and on or around 03/01/25, I sent in another request to close the account to the address in ****** CA to no avail. Finally on 4/6/25, I contacted MasterCard Assistance ************ and asked ******* to cancel my card. She placed a block on my card and tried to contact Patelco but instead on or around 05/01/25, I received a new Patelco MasterCard in the mail.

  

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Dear Ms. **********
  
  On May 21, 2025, we received the complaint that you submitted to the Better Business Bureau (BBB) regarding your Patelco Mastercard, a check that cleared your checking account, overdraft activity,and additional cash advance fees. We addressed your concerns regarding the cybersecurity incident Patelco experienced on July 22, 2024, in our response to the complaint you submitted to the ********************************** & Innovation on July 1, 2024. Additionally, in response to your letter dated November 18, 2024,our **************************** sent you a letter on January 6, 2025. That letter included details about the overdrafts from your credit card, finance charges, and the refund that was applied to the finance charges that were specific to the cash advances mentioned in your letter. Please see below for additional information in response to your BBB complaint.  
  
  Check Cleared Resulting in Overdraft
  
  This check was issued on June 24, 2024, and cleared on December 11, 2024. Therefore, it was not considered stale dated. This paid transaction resulted in an overdraft, which incurred a $28 non-sufficient funds (NSF) fee. However, an overdraft transfer was not completed from your credit card,and a $34 cash advance fee was not assessed in connection with this transaction. At the time the check cleared, your checking account balance was $0.00. The *** fee brought your account to a negative balance of -$103.00. This negative balance was later resolved on January 6, 2025, by the refund of the previously mentioned finance charges totaling $106.06. That resulted in a new checking account balance of $3.06.
  
  Account Closure Requests
  
  We acknowledge your multiple requests to close your accounts, including your letter dated November 18, 2024, and your outreach in March and April 2025. As indicated in our letter dated January 6, 2025, we closed your checking account, your savings account ending in 01, and your money market account. The $3.06 balance in your checking account, the $2.01 balance in your savings account, and the $1.82 available in your money market account were combined, and an official check totaling $6.89 was issued and mailed to you the same day. Please note that we have no records indicating that Patelco is withholding $781.44. We recommend reviewing your monthly statements to determine the account balances upon closure.
  
  Although we were able to close the above-referenced accounts, please note that we are unable to close your savings account ending in 00 or your credit card until your credit card balance is paid in full. As of your statement period from April 15, 2025, to May 15, 2025, the total balance owed is $7,075.25. Please refer to your monthly statements that are being mailed to you regularly. To discuss payment options, please contact our **************************** at **********************.
  
  Continued Overdraft and Finance Charges
  
  The charges that occurred after your checking account was closed on January 6, 2025, were not overdraft transfers. These were finance charges and late fees resulting from an unpaid monthly payment and outstanding balance on your credit card account.
  
  
  Issuance of a New Credit Card
  
  We understand your concern regarding the receipt of a new Patelco Mastercard credit card in May 2025. This replacement card was inadvertently issued. We have since deactivated the card and will ensure that no further cards are issued.
  
  Thank you for bringing your concerns to our attention and for the opportunity to provide clarification.
  
  Sincerely,
  
  ******* *********
  Senior Member Experience Specialist

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23358942
  
  I am rejecting this response because the response from Patelco is unsatisfactory in resolving my dispute.

  The response indicates Patelco addressed my concerns in a letter regarding a cybersecurity incident that occurred July 1, 2024. This letter is dated July 22, 2024. This is simply untrue. I contacted Patelco multiple times the first week of July asking how to cover a check I had written for tree work being performed on my property the previous weekend.
  Over the course of three days, I spoke to ******** (Teller ID TSL),  ****** ******** ******** and ***** about transferring money from my Money Market account to my Checking account. I was told a different story each time. I was  told to 1) go to my local shared branch to perform a withdrawal and deposit, 2) go to an ATM and withdraw $500 a day and deposit $500 a day for six days and 3) finally to mail, by post,  money withdrawn from my ****** ***** *** investment account to cover the overdraft. I would be reimbursed any costs for the overdraft. I also asked, multiple times to close my Money Market account and have funds mailed to me so I could open a checking account here. Each request was denied. There are audio recordings of these conversations (2024-07-03 11-33-12.m4a and 2027-07-03 14-13-49).
  As stated in my complaint with the **** ********, I did try to go the Allegacy Credit Union in ************, NC twice the first week of July to perform the transfer. I was told twice, one by ****** and once by ******, the Allegacy CU tellers, that they both received a Timeout from Network Error message when trying to perform the withdrawals. That message is attached in this response to you.
  The next time I contacted the Patelco *********** I was told to go  to a Shared Branch near me to access the **** I was told there was a $500 daily limit on the maximum amount I could withdraw from my account so I would have to withdraw and deposit $500 a day for six days to cover my overdraft. As ridiculous as this sounds, I did try to access my funds at the ***** Credit Union in ********, ** and when I attempted to perform the withdrawal at 1:44 on 7/2/24, I received a transaction denied message. When I contacted ****** *. at the *************** I was told a new ATM card could not be sent to me because their system was down. That message is attached to this response to you.
  I did end up withdrawing funds from the ******************************, incurred a fee for early withdrawal and expense for mailing the check overnight via **** EI964309908US. To date, none of these costs have been reimbursed.
  After local purchases of gas from the Earps station in ********* were denied twice on both my Patelco credit and debit card, I applied for and received a Discover Credit Card. On August 2, 2024 I began using my Discover Card and  I have not used my Patelco Credit or Debit Cards since.
  So, when I am informed my concerns were addressed by Patelco in the letter dated July 22, 2024, that members access to their funds were never locked, how is it that I was not able to withdraw $500 per day from two local Shared Branches due to Network errors? How is it that I could not access funds through the **** And assuming that I could write another check from another institution did not work for me because I did not have another checking account nor could I have funds in my Money Market account mailed to me.
  The Patelco letter also insists that I had enabled overdraft protection through my credit card prior to the outage. How is it then that in the five times (08/13/24, 10/7/24, 10/8/24, 10/16/24 and 10/29/24) I requested from **** *. through the Patelco *************** proof of my authorization to overdraft my Patelco credit card, to date, I have received no such proof of authorization? And in spite of my objections, on 9/5/24 my credit card was overdrafted $200 and again on 10/1/24 two transactions totaling $501 (+/- $701) were overdrafted?  On 10/7/24, I provided instructions to **** to cancel my credit card  and dispute all cash advance interest and cash advance fees incurred against the card. Copies of these messages were attached to my original BBB Complaint. 
  I am informed by the ************************************ that phantom opt-in  of overdraft by a Financial Institution constitutes a violation of the *************** Transfer Act. As indicated in my messages I have disputed repeatedly all finance charges related to cash advance/overdraft that have occurred since July 1, 2024. As of the date of my letter November 18, 2024, the finance charges for the credit card total +/-$330.
  Finally, regarding the Patelco response to account closure requests..A settlement check was deposited to my account by ******** Settlement Payout on 10/17/24. It is my understanding these funds were again misappropriated by Patelco without my consent. And why, after being informed multiple times to close my accounts, specifically in writing on November 18, 2024 would Patelco then on December 11, 2024, overdraft my checking account to pay a six month old check? Another finance charge, this time an NSF.  I have yet to receive another correspondence from Patelco dated January 6, 2025. And why does it take months for Patelco to address concerns?  Had the accounts been closed starting in July 2024, when originally asked,  this situation would not have resulted this way. The sum of these decisions seem to have one common thread..excessive charging of service related fees against members. 
  Please advise as to next steps with the dispute. Again, thank you for your time.
  Sincerely,
  ******* *********
  
  
  

  

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  Dear ***************************** 4, 2025, we received your rebuttal from the Better Business Bureau, regarding a check you had written for tree work, overdraft protection transfers from your credit card, and closure of your accounts.
  
  Check:
  Per our records, you wrote check number 9205 for tree work in the amount of $2,600.00 on June 29, 2024, and it cleared your checking account on July 1, 2024. At the time, your checking account balance was $1,798.01. As a result, the transaction created a negative balance of -$801.99, which was covered by a $900.00 overdraft transfer from your credit card. Due to our systems being offline at the time, we were unable to check our systems to see that this overdraft transfer had occurred. We apologize for the inconvenience this caused. Consistent with the communications that Patelco sent its members in July ************************ reimbursement of Patelco fees, on July 17, 2024, we reversed the cash advance finance charge of $72.97 that you had incurred due to the overdraft transfer. We confirmed that a cash advance fee had not been assessed.
  
  With respect to the fee for early withdrawal from your ****** ***** *** and the expense for mailing the check to Patelco overnight, we do not have a record of receiving a reimbursement request from you for those third-party fees. For us to process a reimbursement request,please send documentation evidencing those fees to our **************************** at ***************************************  
  
  Overdraft Protection Transfers and Closure of Accounts:
  We provided information regarding the overdraft protection transfers and closure of your accounts in the letter we sent you on January 6, 2025.  Since you indicated that you have not received this correspondence, we will email you a copy for your review. This letter includes a summary of the finance charge refunds applied to your account and confirmation of the closure of your remaining share accounts.
  
  We appreciate the opportunity to provide clarification and thank you for bringing your concerns to our attention.  Should you have any further questions after reviewing this response and our letter, please direct them to our ****************************.
  
  Sincerely,
  
  ******* *********
  Senior Member Experience Specialist

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23358942
  
  I reject this response because,  In spite of multiple attempts by  phone, email and letter, Patelco continues to fail to acknowledge my request for proof of authorization to overdraft my credit card.
  
  
  
  I did try to access the secure letter Patelco referenced in the response through the Proof Point Encryption Registration. I was not able to read the letter because the
  
  "service failed during registration. There was an error processing your request. Please try again later. We apologize for the inconvenience." A copy of the error message is attached. I have received my mail at the US Post Office (PO 411) in *******, NC 28107 for the last 15+ years.This is the address of record on my Patelco account as well.
  
  
  
  Since I cannot tell what finance/cash advance refunds have been applied to my account, I have no basis to determine if Patelco has complied with my original request so I will restate it again.
  
  The last accurate statement I received for the credit card account is dated 6/16-7/15/24. The amount due was $3749.13.
  
  Since Patelco has withheld $781.44 from my accounts without my authorization I would like this credit applied against the balance and am willing to payoff the balance of
  
  $2967.64 to close the account.
  
  
  
  With respect to reimbursement for early withdrawal from my IRA and expense for mailing the check overnight, I was advised by my attorney Sam Strauss of Strauss and Borelli that reimbursement of these expenses forfeits my claim to the pending class action lawsuit settlement resulting from the security breach July 2024.
  
  If this opinion is different from that of Patelco, I would ask for letter confirming this be sent from Patelco to
  
  *** *******
  
  Attorney at Law
  
  ******* and *******
  
  ***********************************************>
  *****************
  
  I will review with Mr. ******* and make a decision regarding the reimbursement after the discussion. I will also copy Mr. *** ******* on this correspondence.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  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.

  Ive asked for a new debit card twice because they misspelled my name. Its been well over three weeks and still nothing sent to me . I need my debit card.

  

  Business Response

  Date: 05/16/2025

  May 14, 2025,

  Dear Ms. ****************** May 9, 2025, we received your complaint from the Better Business Bureau regarding a request for an *** debit card replacement. A review was completed, and the outcome is as follows:

  On April 3, 2025, you called our ********************* (MCC)after your *** debit card ending in 0076 was declined. The agent uncovered that the card was not activated, and that it was past the 30-day timeframe for activation.  During this call, the card was closed, and it was agreed that you would visit a branch to have a misspelling of your name corrected and then have the *** debit card reissued.

  On April 7, 2025, you called MCC to request that we correct the misspelling of your name on your account and issue a new *** debit card with the correct spelling.  Per our records, your name was corrected on the account this same day, and a duplicate card replacement order for the *** debit card ending in 0076 was submitted to be sent to the address we have on file, which you confirmed with the agent during this call. However, due to the cards closed status from April 3, 2025,this replacement card was not shipped.

  When we received your complaint, we were made aware that this card order was not received.  Therefore, a ********************* Manager submitted a request on May 12, 2025, to have a replacement *** debit card shipped via two-day expedited shipping.  After this was completed, she attempted to contact you by phone and left a voicemail to advise you of this. Additionally,I left a voicemail on May 13, 2024, to also inform you of this. Tracking information has confirmed this *** debit card ending in 5591was delivered on May 14, 2025. Should you need assistance with activating the card or selecting a PIN, please do not hesitate to contact us at **************. 

  Thank you for allowing us the opportunity to review this matter.  We hope that this provides a resolution to your concerns.

  Sincerely,
  ****** *******
  Senior Member Experience Specialist

• Initial Complaint

  Date:05/07/2025

  Type:Order Issues
  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.

  *May 5th, 2025.*N/A.*"Dear *****, Congratulations! Thank you for choosing Patelco Credit Union for your Auto Loan! You're pre-approved for up to $15,000. Your pre-approval is subject to providing the following stipulations and documents. To help us complete the funding process for your loan, please send us the following required documents if you have not already. Please provide the following required documents if you purchase from a Franchise Dealer (franchise dealers are authorized sellers of new cars by specific manufacturers; they may also sell used vehicles):? Signed purchase contract from dealer ? Odometer Statement ? Proof of insurance (visit ********************************************************** for a free quote)? Scan or copy of driver's license(s)*Dispute: Falsification, manipulation, incompetence, discombobulated, ignorance, sloppy, suspicious, deceit, insult, disrespect, unconscionable, mind games, indecisive, immoral, outraged and appalled by the inhumanely inflicted trauma. Application never denied, deferred, declined or deterred. ********* conduct. ****** merely notated and apologized without any repercussions or vehicle trade accommodations. Words have no meaning. No rectification. I remain without a safe, functioning, sustainable, reliable and financial worthy vehicle. Entity remains unhinged and clueless for my ultimate safety, pure satisfaction and ethical transactions. *Please review the attached.

  

  Business Response

  Date: 05/14/2025

  May 14, 2025

  
  Dear *** *****,
  

  We are writing to you in response to the complaint that you filed with the Better Business Bureau (BBB) on May 7, 2025, regarding an auto loan preapproval. A review of your complaint was conducted, and the outcome is as follows:
  

  On May 5, 2025, an email was sent to you advising that you were preapproved for an auto loan. Within this preapproval email, it provided details of the conditions and instructions for acceptance, which included that the vehicle must be 2015 model year or newer. Later that day, you accepted your preapproval by applying online, and spoke to our Virtual Branch Assistant Branch Manager, who also informed you of the conditions to proceed with financing.  
  Since you informed us that you wanted to use this for a 2012 ***** CR-V, and this was outside of the preapproval qualifications, the application needed to go through our standard underwriting process by running your credit and verifying income.  Once this was completed, it was determined that there was an excessive obligation of debt in relation to your income. 
  

  On May 6, 2025, a Consumer Lending Funder emailed you informing you that if the vehicle you intended to purchase was 2015 or newer,we would be able proceed using your accepted preapproval; however, if you decided to purchase a vehicle older than this, a co-signer would be needed due to your debt-to-income ratio. This same day, you spoke to the Consumer Funding Manager expressing concerns that you were no longer approved without a co-signer. He advised you that he would consult our Underwriting team to see if we could make an exception and move forward with your pre-approval of the intended purchase of the 2012 ***** CR-V. Unfortunately, due to our guidelines,we were unable to do so.  The Consumer Funding Manager followed up with you this same day to advise you of this, but that we could still proceed with a co-signer or if you could locate a vehicle within our year model guidelines.
  

  The application was declined on May 7, 2025, due to the aforementioned details above, and an Adverse Action Notice was emailed to you this same day.  Our records indicate that you contacted us via Secured Messaging regarding this Adverse Action Notice on this day. You had inquired why this notice was sent, and you felt this was violating your rights because of the no mail flag you have on your account.  With respect to this flag, it prevents system-generated documents such as statements from being sent. As it pertains to an Adverse Action Notice, we are legally required to provide this notice, even if you request no mail.
  

  *** *****, we understand the frustration and confusion that can happen when anticipating a new vehicle purchase and not having things go as expected.  In your complaint, you mentioned you are still in need of a reliable vehicle. Should you be able to locate a vehicle that is 2015 or newer, the accepted preapproval is good until May 16, 2025, and you have 10 days after to fund the loan. Additionally, our credit pulls last 45 days.  Therefore,you have the ability to submit a joint application using the same credit report already obtained, which expires on June 20, 2025. As long as the vehicle is purchased and the loan is funded by then, no additional credit check would be required. 
  

  We would also like to direct you to a helpful resource to help make locating another vehicle convenient and easy for you, our partnership with Enterprise Car Sales.  They offer an individual auto-buying service that allows you to view vehicles within your budget or preapproved amount, as well as our year model guidelines. In some cases, they also offer a 1.00% APR discount for up to a 72-month term by being a Patelco member.  To learn more, we encourage you to set up an in-person appointment at one of their locations.  Please contact either our ********************* or our Virtual Branch for assistance with submitting another application or to schedule an appointment at Enterprise.
  Thank you for allowing us to review this matter.
  

  Sincerely,
  ****** ********
  Member Experience Specialist
  

  
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23296798
  
  I am rejecting this response because: perhaps unbeknownst to Rashae, Enterprise Rental Car was violating, heinous and demeaning towards me with my interactions between ******* and ******. I declined ******* due to his constant and unconscionable inappropriateness as well as ******, manager, who ordered me around. Were you aware? I sincerely hope they have the humanity to treat future consumers with a higher level of respect. 

  I urgently and simplistically conveyed to your business that displaying microscopic "policy" terminology at the very bottom of your email content is challenging, misleading and time consuming. If you have restrictions and policies, please display in your bold headline at the top. I believe this modification eases the members understanding and clarification. 

  I adamantly and firmly do not recommend or advise your reference of Enterprise. Not all have the luxury of accessibility to modernized vehicles. Please kindly keep this reality in mind.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/27/2025

  May 27, 2025
  

  Dear Ms. ************ May 20, 2025, we received your rebuttal to our response we sent to the Better Business Bureau on May 14, 2025.  Your rebuttal was primarily regarding an experience you had with our partner, Enterprise. Upon receiving your rebuttal,your feedback was shared with our Enterprise business partner to research, and the outcome is below.
  

  With respect to Patelcos communications regarding our preapproval guidelines, please refer to our previous response which details how you were advised of our year model requirement. We also detailed the alternative solutions offered to help you move forward with financing a vehicle.
  

  Enterprises review uncovered that there was initial miscommunication with an AI agent during the scheduling of a trade-in appraisal appointment. This led to you visiting one of Enterprises car rental locations rather than their car sales dealership. As rental locations are not equipped to handle trade-ins, the representatives were unable to assist you. Later, you visited an appropriate Enterprise Car Sales branch to appraise your potential trade in. Based on the ****** Blue Book evaluation, Enterprise Car Sales provided an offer that did not meet your expectations. As a result, you chose not to proceed with the transaction. Unfortunately, they were unable to offer a higher amount due to the appraised value of the vehicle.
  

  However, please be aware that if there is any possibility that you would like to proceed with Enterprise Car Sales, they have a wide array of prices ranges and technology levels. If you prefer, their representatives are available to assist you in finding a vehicle that aligns with your preferences.
  

  Additionally, Patelco has partnerships with most franchise dealerships through our AutoSmart program. This program allows our members to view vehicles, trade in current vehicles, negotiate prices, and submit a Patelco application directly in the franchise dealership. All funding is then completed between Patelco and the dealership.  If interested, this program also includes certified pre-owned vehicles. To learn more, please visit *********************************************** or inquire at a local franchise dealership.
  

  Thank you once again for the opportunity to review this matter.
  

  Sincerely,
  ****** *******
  Senior Member Experience Specialist

  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23296798
  
  Dear ******: I am rejecting this response because: your credit union clearly failed to acknowledge the core manner in how your partner, Enterprise, failed miserably and disrespectfully, to treat me with any level of human dignity. That was one of the main factors of why I vacated their property. You appear to evade the in-depth facts and focus more so regarding the relations and business conducts. 

  With all due respect, pertaining to this specific outcome, I had no choice but to scramble and immediately replace my failed and unsafe vehicle, with an unaffordable option; without your much needed financial assistance. I am an incredibly responsible professional and I feel I deserve an opportunity of my declined application. 

  My current auto loan status is outrageous and unrealistic. Should you feel that you are truly unwilling to further consult with me with the original and much lower promotional rate, please direct me to your superior for reasonable understanding/accommodations.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  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.

  Patelco refuses to assist me with account management where *** fees are concerned.

  

  Business Response

  Date: 05/13/2025

  May 13,2025,
  

  Dear Ms.****,
  We are writing to you in response to the complaint that you filed with the Better Business Bureau (BBB) on May 6, 2025, regarding account management and non-sufficient fund (NSF) fees.

  According to our records, we have had several conversations regarding NSF fees and have offered multiple courtesy reversals above our standard limit. Additionally, our records indicate that we responded to a similar complaint you filed with the BBB on October 29, 2024, regarding NSF fee reversals. Please be aware that Patelco has reimbursed the maximum allowable fees on your account for this calendar year. Subsequently, we have also provided multiple solutions for you to avoid receiving NSF fees such as:
  

  Adding multiple overdraft sources to your checking account
  Signing up for our Instant Back Up Line of Credit
  Setting up transaction and balance alerts through your online banking or mobile app to inform you of activity routed through your account and if your balance falls below a certain threshold
  

  We continue to encourage you to review these resources for account management and to prevent any additional NSF fees being assessed. To add any of these features or to apply for the Instant Back up Line of Credit, you may reach out to our ********************* at **************, visit a local branch, use our Virtual Branch, or access your Patelco online banking or mobile app.
  

  Thank you for the opportunity to address this matter for you
  

  Sincerely,
  ****** ********
  Member Experience Specialist

• Initial Complaint

  Date:04/07/2025

  Type:Order Issues
  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 not liable for this debt with patelco credit Union I do not have a contract with patelco credit Union I have reached out to clear this issue multiple times. They did not provide me with original contract as I requested.

  

  Business Response

  Date: 04/15/2025

  April 15, 2025
  

  Dear Ms. *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  

  On April 7, 2025, we received your complaint from the Better Business Bureau regarding a loan you claim to be unauthorized with Patelco Credit Union. 
  

  Your complaint alleges that Patelco Credit Union is reporting inaccurate information to the credit bureaus and that you do not have a contract with Patelco. Our records indicate that you applied for and authorized the funding of the personal loan ending in suffix 01. 
  

  The details of our investigation are below:
  On May 16, 2022, you requested a personal loan by phone.  An application was submitted, and the funding documents were signed by you via DocuSign, and you provided a copy of your Drivers License.  Once the application was approved, a Savings account was opened on May 17, 2022, for your Patelco membership.
  

  The personal loan was funded on May 18, 2022, and the funds were deposited into your Savings account. On May 19, 2022, you visited our ********* branch and made two separate cash withdrawals for $350 and $100. Your identity was verified by obtaining the same Drivers License you had provided upon applying.  Additionally, the signatures on the withdrawal receipts matched to electronic signatures reflecting on your loan and membership documents.
  

  On June 30, 2022, the loan became past due. Our ***************************** made several attempts to reach you via phone,emails, and letters to obtain payment. To date, no payments have been made on this loan.  Therefore, the loan was charged off on December 20, 2022.
  

  On February 25, 2025, you contacted Patelco stating you did not open this account. An Identity Theft Form was sent to you to complete, and we received it back from you on February 25, 2025. A fraud investigation was then opened on your behalf. The investigation was concluded on March 6, 2025,and the determination of our investigation was not found in your favor due to the findings mentioned above. On March 6, 2025, these results were emailed to you to the email address provided on your Identity Theft Form.
  

  As a result, you are responsible for repayment of this loan.  If you have additional details to support your claim, please contact our ********************* at **************.Otherwise, if you need assistance with repayment, you may contact our **************************** at ************** ext. 7145 to learn more about options available to you.
  

  Sincerely,
  ****** ********
  Member Experience Specialist
  

  
  

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. PATELCO CU ACCOUNT no.: ******** DATE OPEN: 06/15/2023 BALANCE: $500

  

  Business Response

  Date: 03/19/2025

  March 18, 2025
  
  Dear Ms.******,                                                                                                              
  
  We are writing to you in response to the complaint that you filed with the Better Business Bureau on March 13, 2025. Your complaint alleges that Patelco Credit Union is reporting inaccurate information to the credit bureaus. However, your complaint does not specify the information that is being disputed under the account(s), explain the basis for the dispute, or include any supporting documentation to substantiate the basis of the dispute.  Therefore, you failed to meet the dispute submission requirements under the **** Act and the Fair Credit Reporting Act, and Patelco Credit Union is unable to investigate your dispute. 
  
  To enable Patelco Credit Union to investigate, please send a written notice to us at ******************************, which includes the necessary information and supporting documentation described above.  Thank you.
  
  Sincerely,
  ****** ********
  Member Experience Specialist