Complaints

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

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Westerra Credit Union has 10 locations, listed below.

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  Westerra Credit Union

  3700 E Alameda Ave Denver, CO 80209-3100

  
• 

  Westerra Credit Union

  4625 Trail Boss Dr Castle Rock, CO 80104-2803

  
• 

  Westerra Credit Union

  7305 E 35th Ave Unit 170 Denver, CO 80238-2468

  
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  Westerra Credit Union

  4231 S Buckley Rd Unit B Aurora, CO 80013

  
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  Westerra Credit Union

  3700 E Alameda Ave # Lbby Denver, CO 80209

  

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:08/17/2022

  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.

  Westerra Credit Union at Cherry Creek ********************************************************* I would like to file a former complaint on this location based on the service and treatment I received. The Manager or Supervisor on duty ******************************* displayed no interest in helping or assisting and frankly looked disgusted and bothered by my presence and ignored me the entire time I was there for the 45+mins. I went through the Westerra Credit Union ATM to deposit funds into my credit union for a payment I was going to make that was due. The Machine kept opening the door to take the funds and kept moving and not closing my funds were already placed in the receiver and taken however it would not close the door. After a few mins I displayed a message that the machine was unable to return my funds they are having technical difficulties it asked how much I deposited and stated it would print out a receipt. It printed out a receipt as a Deposit Exception Record code COQK13V this happened at 13:45 08/16/2022. Needless to say I parked my car and walked right into the facility and this is is where the nongood experience and actual events of poor customer services except for one rep the Retail Operation/Auditor that was the ONLY ONE that seemed to carry herself well and makes Westerra look like they care the Manager/Supervisor and Teller that assisted along with her side peer is a different story. I was immediately told they cant help when I explained to them I was on my LUNCH to deposit money and that was the only purpose of coming there. Both tellers stated they cant do anything or this is not something they can fix that I would have to outreach to my credit union and have them file a dispute. I said OH NO someone is going to have to call them and speak to them and explain what happened. As I mentioned the only person that helped was the Retail Operation/Auditor when I called my credit union on the phone to speak with someone three-way the Retail Operation/Auditor assisted on her end

  

  Business Response

  Date: 08/22/2022

  Member has been contacted and the issue was discussed and resolved.

  Customer Answer

  Date: 08/22/2022

   
  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. I actually had the Director and CEO outreach to me to have this handled therefore I agree with their outcome after someone acknowledging and addressing the incident/complaint. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/16/2022

  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.

  Westerra had a Data Breach between February and March of 2022 exposing over ***** customers personal information. I was never notified. July 26 2022 they switched to another digital online platform and ever since I cannot access my account to make payment. I've called over a dozen times since July and I cannot get resolution on how to pay them securely. Their representatives have no clue when the problem will be rectified but insist on me going back to their old platform and trying to make one time payment thru a portal (which does not work, I've tried). All the while they continue to send late payment notices and threaten late fees which could adversely impact my credit score. As consumer what I can do to rectify. I've saved every image of my payments being processed dating back to 2018 and that why I insist the online platform be fixed. Is Westerra allowed deny digital service at customers expense?

  Customer Answer

  Date: 08/18/2022

  Hello,
  
  I did receive a phone call from *********************************** of Westerra Credit Union on 8/18/22 in regards to Complaint # ********. ******** explained some of the issues impacting Westerras online platform and per our discussion I believe we found resolution. No further action is required as my payment has been issued and late fees have been removed. thank you 

• Initial Complaint

  Date:08/04/2022

  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.

  I was charged interest on my credit card I have with Westerra due to the payment being a day late. This late payment was due to my automatic withdrawal that I had set up ahead of time being canceled by Westerra. ***** was the second month in a row that this had occurred. In both March and ***** when this automatic withdrawal failed I reached out to Westerra to inform them of the issue as my credit card was the only account that this was occurring with. I was told by Westerra that it was not on their end and it was my issue even though I have been submitting this payment for over 12 years without an issue, missed payment or late payment. I attempted to reach out five times on August 3rd to Westerra to get some resolution on this issue. I was given miss information about the cause of the issue by ********* and her only resolution was I could "have someone call me back if I wanted", but insinuated that nothing could be done. I have been promised multiple times over the last few months that I would receive a call back from someone at Westerra over a number of issues that I have experienced and have only received one or two return calls to have follow through on these multiple issues. On the evening of August 3rd I received an email from *********************** with Westerra informing me that the reason I have been being charged the interest is because my ***** payment was a day late with no offer of resolution.

  

  Business Response

  Date: 08/12/2022

  Thank You. Due to privacy concerns, we are unable to share specific details regarding the Members complaint.  We have contacted the Member to share awareness and to resolve the credit card concern. Westerra prides itself on providing all Members superior customer service. We will take this feedback into consideration as we continue to enhance our Employee ongoing and knowledge based training.

  Customer Answer

  Date: 09/30/2022

  I continue to have issues with this credit union when I set up automatic transfers to pay accounts I have with them. The transfers are set up and I double and triple check it, then they end up not going through. I have been being charged late fees and interest on these payments when even though they have been set up. I have tried repeatedly on numerous occasions to figure out what the issue is with my account and why these transfers keep falling off for no reason and they continue to tell me its my own fault. I never miss a payment, my credit is excellent and I need a resolution to this issue so I dont have to be on my bank account website every day to make sure that things that I set up ahead of time are actually being gone through and processed. I now have them charging me a late fee, and threatening to impact my credit for a payment that was set up on time. This is deceitful and fraudulent business practices.

  

  Business Response

  Date: 10/07/2022

  We have attempted to contact the Member regarding their inquiries and look forward to speaking with them to address concerns.  We have provided them with a direct contact for resolution assistance. Due to privacy issues we are not able to share specific details.

  Customer Answer

  Date: 10/08/2022

  I am rejecting this response because:
  I have received one attempt to reach me from Westerra to which I replied and have not heard back. I have filed multiple complaints and reviews but only one attempted outreach. I am at a point that there is so many issues with this credit union that I am concerned about the security of my money with them and can not get any resolution to my multiple issues and no actual attempts to remedy these. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/21/2022

  Westerra has made several attempts to contact the member since the initial complaint in August 2022.  When we were unsuccessful at making direct contact with the Member, a voicemail was left that included a direct contact name and return phone number.  If the Member has not been receiving our voicemail messages, we encourage them to confirm their contact information by sending us an online secure message,visiting a branch, or reaching out to our contact center at ************ or **************.

  In order to effectively address the issues that have been shared, we request that the Member reach out directly to the contact name at the phone number that was provided on the voicemails.    
  

• Initial Complaint

  Date:08/01/2022

  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.

  Westerra Credit Union unleashed new "digital banking" software on its customers in order to improve security the banking experience. This supposed 'upgrade' is requiring customers to create a new on line account to access funds. Problem is, after hours spent on the phone and attempting to create the account, I cannot create the account and therefore have no access to my funds. Bills need to be paid! Westerra needs to be held accountable for my time and punished for rolling out inadequate software.

  

  Business Response

  Date: 08/08/2022

  Westerra Credit Union has attempted to contact the Member to resolve the issue identified with the BBB.  We look forward to assisting the Member with their Westerra Credit Union mobile app.