Complaints

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:11/28/2023

  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.

  In the complaint against Co-Op Solutions, the primary grievances are related to the handling of a debit card fraud alert and subsequent communication failures. Key points:Declined Transaction and Missed Call: On Nov 22, a transaction with ******* was declined due to insufficient funds. On the same day, a call from a number marked as Potential Spam by ******* was missed, leaving a garbled, brief voicemail.Card Declined and Account Lock: On Nov 27, after receiving funds, an attempt to use the debit card was declined. The account showed a positive balance, but the card was locked by the credit union due to a fraudulent flag by Co-Op Solutions on the SongBay transaction.Card Blocked: After contacting the credit union, I was assured of a quick resolution. However, later it was discovered that the card had been permanently blocked by the third-party service.Inability to File a Formal Complaint: The credit union informed me that a formal complaint against Co-Op Solutions could not be filed by customers, as they are a third-party service.Issues with Co-Op Solutions' Services: The credit union contracts Co-Op Solutions for fraud monitoring and security. The complaint highlights two major issues with Co-Op Solutions:Inadequate Contact System: A single attempt at contact via a phone call, which was marked as spam, and an unclear voicemail is not sufficient. This is seen as a failure in fulfilling contractual obligations and negligence in maintaining an effective contact notification system.Failure in Recognizing Regular Transactions: Despite previous payments to SongBay, the transaction was flagged as suspicious. This lack of due diligence in recognizing my normal account usage is viewed as another failure in service.I believe that these issues not only demonstrate a failure in contractual obligations by Co-Op Solutions but also negatively impact customers due to inadequate fraud alert systems and poor communication strategies.

  Business Response

  Date: 12/12/2023

  CU ************************** dba Co-op Solutions ("Co-op") is in receipt of consumer complaint BBB Complaint ID: *******************. 

  Co-op is unable to conduct an investigation based on the information supplied in the complaint.  Co-op provides services to credit union institutions and has no direct interaction with credit union members. We may be able to investigate the situation if **************** can supply the *** (first six digits) on the debit card used and/or the name of the credit union or financial institution that is affiliated with the debit card used on the transaction at issue. 

  Kindly supply the necessary details so that we can be of further assistance. 

  ******************************* | Senior Paralegal
  Co-op Solutions 

  Customer Answer

  Date: 12/14/2023

  This is not a rejection of the response. This is a requested response. The name of the credit union is Alpena Alcona ***************** and the first six digits of the card are: 536716.

  To update on the situation, the credit union has worked the issue diligently with the contracted fraud services party and reversed the permanent block on the card in question. However, I would like to reiterate that the events leading up to the issue surrounding the complaint do need to be addressed internally. 

  Thank you for your diligent efforts in looking into this matter.

  ***********************

  Business Response

  Date: 01/10/2024

  January 10, 2024
  By Email to: ****************************************************
  *****************************, Resolution Specialist
  BBB Serving ****************** & Inland Empire Counties
  *************************************************************************
  Re: BBB ID ********
  ********************,
  Co-ops response to complaint ID ******** is as follows:
  Dear ****************,
  Thank you for providing additional information regarding your complaint initially filed with the BBB on November 28th.
  Upon review, our credit unions fraud detection system flagged an activity and sent you an email notification, to which you confirmed that the activity was valid. However, the Co-op analyst proceeded to close the account as a standard procedure for suspected fraud.
  We have provided additional coaching to the analyst as well as the entire support team, and they are using extra caution when reviewing cases.
  We take customer satisfaction seriously, and it is always our goal to provide the best possible service to our valued credit unions and their members.
  Once again, we apologize for any inconvenience.
  Sincerely,
  Co-op Solutions

  Customer Answer

  Date: 01/10/2024

   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.

  Please note that their response falsely states that the customer was contacted via email. I believe they are simply attempting to close this matter to save face, however, they should at least be aware of the improper actions and they do claim that training was held, which meets my original intent. Hopefully my actions will have a cascading effect and could potentially save someone else from experiencing an issue like this in the future.

  Thank you for mediating and I appreciate your time. Thank you so much!

  ***********************

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service 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.

  This Company contacted me via text message and a person named **** ******** via zoom text message. He contacted and we were chatting for months now to get a remote data analytics-type job he did an interview with me via zoom text and they gave me an offer letter with the email I gave you (HR EMAIL) as per ****. I gave it to my college as I am on an F1 visa and need permission and approval from my college DSO and they gave me my new I20 and then **** told me they will deposit 2 CHECKS $1500 checks in my account to pay me for the laptop and software which I will need from there supplier and then gave me this number ###-###-#### and via text that person told me to transfer money in installments to him/her to the numbers he provided via Zelle. I did a total of 7 payments to 34 different people to get my equipment for remote working. ***** = $500, ***** = $500, ***** = $500, ****** = $500, TRAVIS= $970, ***** = $500 SO TOTAL OF $ 3,470 I TRANSFERRED VIA ZELLE AS THAT SUPPLIER TOLD ME TO. GET MY EQUIPMENT WHICH IS A LAPTOP. AFTER ALL TRANSFERS HE/SHE STOPPED RESPONDING TO MY TEXTS WHEN I ASKED **** VIA ZOOM TEXT MESSAGE HE TOLD ME THAT SUPPLIER LOST HIS COMPANY PHONE. NOW TODAY CHASE MY BANK SEND ME AN EMAIL AFTER CONFIRMING OVER THE PHONE BEFORE 3 TIMES THAT BOTH MY CHECKS ARE CLEARED AND VERIFIED BY THEM, THEY TOLD TODAY TO ME THAT THE CHECK MAKERS BANK OPENED A DISPUTE STATING NO FUNDS IN THE ACCOUNT WHICH THEY GAVE ME THE CHECK FOR. I CALLED BANK THEY SAID THEY CAN NOT GET MY MONEY BACK AS ITS ZELLE CHECK THEY CAN NOT DISPUTE THE CHARGES. I REQUEST BBB TO FILE A COMPLAINT AND GET MY $3470 MONEY BACK TO ME PLEASE BEING A STUDENT THIS IS A BIG AMOUNT FOR ME. He even took my SSN and DL number. **** GAVE ME ANOTHER NUMBER + ###-###-#### tONY NAMED NEW PERSON FROM THERE SUPPLIER COMPANY IS USING ZELLE IS NOT WORKING AS EXCUSE FOR MONTH NOW VIA TEXT TO NOT SEND ME MONEY, HE IS ALSOI USING EXCUSE OF FEDEX HAVING WEATHER ISSUES SO HE NEVER PROVIDED ME TRACKING

  Business Response

  Date: 10/07/2022

  October 7, 2022 
  Ms. ****** ******** ****** ******** ****** **** ** **** **** ******* ** ***** 
  Dear Ms. ********, CU Cooperative Systems, Inc., dba Co-op Solutions ("Co-op") is in receipt of consumer complaint BBB ID: ******** from your office dated September 24, 2022. Our investigation has led us to the conclusion that Co-op has never interacted with the individual and has never received any money from this individual. Sadly, Co-op can see that the individual was a victim of fraud, with a bad actor falsifying information, including their statements pertaining to Co-op (including logo) to nefariously receive funds directly from the unsuspecting individual. To help others avoid such scams, Co-op takes steps to encourage applicants to apply directly through the Co-op website and warn of potential scams. As examples, attached are illustrations of the language we employ on our job posting website. Despite having a great deal of empathy for the individual, Co-op was not involved or responsible for this individual’s experience. 
  Sincerely* ******** ******* ******** ******* Senior Paralegal Co-op Solutions 
  Encl. 
  **** ***** ******* ****** ********** ** ***** * * ************ * ************ * ********