Complaints
This profile includes complaints for Westerra Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 35 total complaints in the last 3 years.
- 8 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:03/02/2024
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 sent an email to Westerra on 2/13/23 inquiring about their security measures because I was thinking about switching banks. They responded that I needed to call. I never called or had further communication with them. I received a letter in the mail on 3/2/24 giving me my PIN information for a card ending in 4272. I called to inquire about Westerra opening an account without my permission and was told they needed my SSN to look up the account. I never gave them and will not give them my SSN. They opened an account without my permission.
Business Response
Date: 03/04/2024
Due to privacy issues, we are not able to provide specific details involved with resolving the concerns. Westerra's **************** is working to resolve this matter and will be contacting the complainant.Initial Complaint
Date:02/13/2024
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.
In 10/2021 I decided to use another bank. Upon withdrawing I did not know I had a $255 delinquent account. I was never made aware and this amount was sent to collections. I was made aware when I had my account checked, and in order to get the job I needed to pay this off! All over $255, like cmon. Anytime I could have been called and handled this. I now have to go through collections, ask *********** to delete this from my record. What a pain.Business Response
Date: 02/14/2024
Due to privacy issues, we are not able to provide specific details involved with resolving the concerns. We can address that communication with the member took place on several occasions to include resolving the outstanding balance and have confirmed that the reports to *********** are accurate. Please feel free to contact Westerra if you would like to discuss the matter in further detail at ************.Customer Answer
Date: 02/14/2024
Complaint: 21290541
I am rejecting this response because it does nothing to make things right. There was never any communication on Westerras part. I was the one that had to call in to talk about it, but of course there is nothing there are willing to do. All over $255
Sincerely,
***************************Business Response
Date: 02/29/2024
Due to privacy issues, we are not able to provide specific details involved with resolving the concerns.
We attempted to contact the member again to discuss this matter to no avail. We have provided further details documenting our attempts to rectify this situation via a secure email.Initial Complaint
Date:01/30/2024
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.
****** overstepped his boundary as a employee of westerra. Westerra has no parameters in place to stop criminals like ******. ****** found no fraud but took it upon himself to not only cancel a transaction but to restrict an account that had no fraud. His actions are illegal and unethical! Westerra is liable for the actions of its employees.Business Response
Date: 02/09/2024
It appears there was a transaction that was flagged for review. Westerra attempted to correct the transaction with the member, but the interaction was terminated by the member. The member chose to reach back out to our representative by email and her response was escalated to management due to the nature of the interaction. Due to privacy concerns we are not able to provide additional specifics.Business Response
Date: 02/09/2024
Hello,
We would like to provide additional information to the BBB regarding the dispute. The member was determined to have violated the terms and agreements with Westerra Credit Union during the interactions and was provided with a closure letter and all funds. This was the selection that was violated: "You engage in behavior that is detrimental to the Credit Union or its employees".
Initial Complaint
Date:01/05/2024
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'm not reliable for this debt with WESTERRA CU. I do not have a contract with WESTERRA CU they did not provide me with a contract as requested.Business Response
Date: 01/05/2024
We would like to contact the member to work through and address the concerns expressed in the complaint but unfortunately the phone number provided is not valid and the address is incomplete. Email is not a sufficient form of communication for this interaction. Due to privacy issues, we are not able to provide specific details involved with the concerns beyond the need of requesting sufficient contact information.
*** would be glad to provide the member with their requested documents. They can reach us at ************ and provide an updated address, and we will provide the requested document immediately.
Business Response
Date: 01/05/2024
We would like to contact the member to work through and address the concerns expressed in the complaint but unfortunately the phone number provided is not valid and the address is incomplete. Email is not a sufficient form of communication for this interaction. Due to privacy issues, we are not able to provide specific details involved with the concerns beyond the need of requesting sufficient contact information.
*** would be glad to provide the member with their requested documents. They can reach us at ************ and provide an updated address, and we will provide the requested document immediately.
Initial Complaint
Date:12/11/2023
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.
I had an auto loan with Westerra Credit Union.( Loan ID *********** It was set up on auto pay from my checking account. I had final payment of $2.16. Instead of with drawing the $2.16 and closing my account as paid in full, they withdrew ( on 12/8/2023 ) the full monthly payment of $273.15. They paid $2.16 on my loan and placed the rest in a savings account ( number ************* ) I never opened. This was done without my permision.Business Response
Date: 12/11/2023
Good afternoon,
We will contact the Member to work through and address the concerns expressed in the complaint. Due to privacy issues, we are not able to provide specific details involved with resolving the concerns.
Thank you,
Initial Complaint
Date:11/03/2023
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 had an auto loan with Westerra credit union. I decided to pay the loan off a little early and on October 14 I called in my last payment over the phone with a representative. I had been set up for automatic payments so after making my final payment, I asked the representative if any more money would be taken out of my checking account, and she assured me that it would not be. She assured me multiple times that would be my last payment, and I even went onto the app and checked, and my account was completely gone so it seemed there was nothing left to do except wait for my title, which I still have never received. A payment for $467.50 came out of my checking account yesterday which put me in the negative and also caused me to incur a $36 bank fee. I discovered this when I was out in 20 weather trying to put gas in my car and my debit card was declined. This left me without money for gas or groceries. I called westerra and the people that I spoke with were extremely rude, and could care less that they left me without any money.Extremely rude supervisor that I spoke with said it was my responsibility to cancel the automatic payments, and they would not be refunding me any bank fees. I told her multiple times that the rep that I spoke with while making my last payment assured me I did not need to do anything else. The rude and condescending supervisor told me that the calls are recorded and shes going to go back and listen to it. However, she refuses to take any accountability for her employees actions. Yesterday the payment was only pending in my bank account and today it posted. I need my money back that they stole for me today and I also need the $36 that my bank is charging me for an NSF fee due to your negligence and incompetence. I was also told that my title would be mailed out to me after ************************************************ my possession. I know they could care less because now Im no longer their customer and they didnt care about me when I was a customer, but I need this resolved Immediately.Customer Answer
Date: 11/08/2023
When I contacted Westerra on November 2, I was informed I would receive my money back in 3-5 business days. When I called yesterday the extremely rude person told me that they do not even see the payment that was taken from me on November 2??? Today makes the 5th business day and I still do not have my money back. Where is my money??? I did not ask anything about the *** fee being refunded yesterday but when the customer service rep realized how upset I was she made sure to remind me that they will not be refunding that fee either!!! She was intentionally trying to make me even more upset than I already was. I need an answer about where my money is and when it will be put back into my account. It is ridiculous that this company has not refunded my money and now are telling me they do not even see my payment.Customer Answer
Date: 11/09/2023
I was told I would have the funds back in my bank account in 3 to 5 business days. Today makes six business days and I still do not have the funds back in my account and I received this email yesterday which proves they have my money. I was told on a recorded line that this money would never be taken out of my account and then again, I was told on a recorded line it would be back in 3 to 5 business days, which has not happened! I work for a financial institution where we handle these kind of transactions all the time and theres no excuse for it not to be done in three business days! At this point, I dont even believe that anyone that I have spoken to has requested the money be refunded. I have not gotten a reply from the business since I sent this in and I have the feeling they have no intention in replying to me or refunding my payment.Business Response
Date: 11/13/2023
We will contact the Member to work through and address the concerns expressed in the complaint. Due to privacy issues, we are not able to provide specific details involved with resolving their concerns.Customer Answer
Date: 11/16/2023
Complaint: 20819747
I am rejecting this response because: I have still not received the title to my car.
Sincerely,
*******************************Business Response
Date: 12/01/2023
The state in which the Member resides supports electronic documents and contact to the local Department for next steps is recommended. Contact was attempted and we will continue to supply the items needed in order to resolve their issue.Initial Complaint
Date:08/08/2023
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.
On June 30, 2023 we paid off a HeLOC loan from this credit union. We paid the amount showing on the online statement. A zero balance showed after the payment. We had called and asked to cancel the account and were told that it would cancel due to the zero balance. Then on July 17 the credit union withdrew $1000 from my Chase account, as if a payment were due as I had been paying on the loan in this manner. This money was returned to my Chase account on July 24. During several conversations with credit union employees around this issue it was never disclosed that we had anything but a zero balance. We were told that to actually close the account we had to send a "secure" message on their website. We did that. Today, Aug 8, we received a call from ******************* saying that we owed ********. in order to close the account. She said that all of the other employees that we spoke to were mistaken. She threatened to take it to collections. After ending that call, we called again to pay the amount and get the loan closed. We were told that we did not owe anything. When that agent connected us to this Becca person we made the above payment.We believe that we should be reimbursed this amount as it was never disclosed that we owed it by anyone but this one person, and it is an arbitrary amount. Also, Westerra Credit Union should have allowed us to pay off the loan and close the account at the same time, instead of allowing interest to accrue if that is what happened. We never got a straight answer on that, just that we owed the money and they would go to collections if we did not pay.Business Response
Date: 08/11/2023
We have connected with the Member to work through and address the concerns regarding the ***** Loan Final Payment. Due to privacy issues, we are not able to provide specific details involved with resolving the identified concerns. We look forward to continuing our banking relationship with the Member.Customer Answer
Date: 08/12/2023
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:07/20/2023
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.
My bank account with ******************** has not been used in years and I disputed a charge off that went to collections. For $61. If this was a real debt, I would have paid it. After disputing the charge off through experian, westerra did not even reach out to explain the situation.Business Response
Date: 07/25/2023
Due to privacy issues, we are not able to provide specific details regarding the identified concern. Notices were sent electronically to the email address provided to Westerra Credit Union during the electronic delivery setup and authorization process.
We have attempted to connect with the Member directly to work through and address their dispute; however we have not received a response. Therefore, we ask that the Member reach out to Westerra Credit Union by utilizing the contact information that is provided on their statements and/or notices. This will allow us to provide a quick response and ensure privacy is maintained. We look forward to continuing our banking relationship with the Member.
Initial Complaint
Date:06/06/2023
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 new loan with them and made 4 required payments on time and their website is incredibly difficult and confusing to use and the last two payments were put into a savings account with them which I did not open and the two separate payments are for the exact payment amount and yet now they say I paid 30 days late and reported to credit bureaus and tanked my score 100 points and if you look at my credit theres zero negatives in the ten years they report on. I spent over 100 minutes waiting for someone to come on the line and had to leave voicemail and they have refused to call me and this is after the two calls I had with two different representative who eventually told me to call a certain extension and they dont call. I would never do business with them again.Business Response
Date: 06/09/2023
We have connected with the Member to work through and address the concerns regarding applying payments. Due to privacy issues, we are not able to provide specific details involved with resolving the identified concerns. We look forward to continuing our banking relationship with the Member.Initial Complaint
Date:04/15/2023
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.
Westerra Credit Union has been falsely reporting past due payment on my credit history even though all payment has been made on time. They reported past due payment for January 2023. Then they reported I didn't make a payment in July 2022 even though payment was submitted. Since January 2023 Westerra Credit Union has been falsely reporting past due payment on my account even though I made payment on time. To resolve the issue I went ahead and trade the vehicle and paid the auto loan in full. They reported that I was past due for February 2023 again even though I made payment on time in February. They falsely ruing my credit for some odd reason. Even with a account that has been paid in full. Their are still reporting it past due. They are unprofessional, rude, and inconsiderate. They do not work with their clients to resolve any issue. They just falsely ruing my credit without any consideration. Its very strange the way the have been reporting past due payment on an account that is current. Now paid in full so Westerra Credit Union could leave my credit alone.Business Response
Date: 04/20/2023
We will contact the Member to work through and address the concerns expressed in the complaint. Due to privacy issues, we are not able to provide specific details involved with resolving the concerns. We look forward to continuing our relationship with the Member.
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