Complaints

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

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Community West Credit Union has 7 locations, listed below.

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  Community West Credit Union

  5801 Broadmoor Ave SE Kentwood, MI 49512-9752

• 

  Community West Credit Union

  PO Box 8069 Grand Rapids, MI 49518-8069

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  Community West Credit Union

  3089 44th St SW Grandville, MI 49418-2501

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  Community West Credit Union

  3 N Monroe St Rockford, MI 49341-1227

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  Community West Credit Union

  303 Arlington St Middleville, MI 49333-8541

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:03/08/2023

  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.

  I feel its completely unacceptable to charge a long time customer a $30 overdraft fee when my acct never had a negative balance. Then, they require their members to use points if they want the fee removed. This is terrible customer service!! Well be pulling all of our accounts from what used to be a great credit union just as soon as we can get our deposits and direct debits switched to a new bank. This place has gotten way too greedy!!

  Business Response

  Date: 03/13/2023

  CWCU has reviewed the member's account and determined the fee occurred due to a transaction trying to post for $10.00. At the time of the posting, the member had $7.41 available. When the member contacted the credit union, they did not have enough points to have the fee removed. The next step on our end should have been to escalate the call to a manager or supervisor to review the request. This was not done. After reviewing the account, we determined the fees will be reversed as a courtesy. The member has never requested that fees be reversed, and fees are not a common practice for this member. We have spoken with the member to make them aware of the decision.

  Customer Answer

  Date: 03/13/2023

   
  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:12/25/2022

  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.

  Im filing a complaint for my car repod for my ************************************* for the full amount on the car. My payments got refused. I didnt have insurance on the car and i was going to get it back to get the car back but they refused my payment. I dont want that on my credit. My car was took from me before my 30 days lender wasnt trying to work with me. And Im trying to be nice. But if that doesnt get off my credit Ill *** for falsely taking my car before my 30 days. Dont even want the car back at this point so the least you can do take that off my credit. And also putting a repo on my credit before my 30 days i want it off.

  Business Response

  Date: 01/03/2023

  Community West Credit Union complies with all regulatory rules and guidelines regarding its' delinquency and repossession practices. Delinquency on an installment loan of less than 30 days coupled with other risk factors, such as failure to maintain full coverage insurance, may result in the repossession of loan collateral to protect the interest and assets of the credit union and its' members. The credit union reviews all documents and information provided by a borrower to support their case for redeeming a repossessed vehicle. In some cases, if there is inadequate income and/or insurance, the credit union must make the difficult decision to deny the borrower's request to redeem the repossessed item. When this unfortunate outcome occurs, the credit union is required to report fair and accurate information to the credit bureau(s) as it is with all loans and lines. Community West Credit Union will continue to act, as we are required to, by state and federal laws and regulations.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18638963
  
  I am rejecting this response because:
  I still had 30 days before yall took the car. I contacted yall 2 days before starting i was going to pay yall. **** still took the car ruined my credit and expect me to pay on a car i cant even drive thats crazy to me. I want this off my credit and i want what the car was worth since yall declined my car payments while i was trying to get the car back. 
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/10/2023

  Community West Credit Union would like to reiterate that there is no regulatory rule or law or internal CWCU policy that prevents repossession until a loan is 30 days past due. The decision to repossess loan collateral is based on a risk analysis of the situation including review of insurance status, income/job status and recent activity. Also, no payments were "rejected" prior to the order for repossession was placed as no payment attempts were made prior to the order for repossession was placed. Community West Credit Union will continue to comply with all regulations and laws in this matter including credit-reporting rules and requirements. Community West Credit Union is and will continue to act within the terms of all contractual agreements related to this matter. 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18638963
  
  I am rejecting this response because: your policy says it here on that screenshot stating within 30 days you have to report me to the credit bureau. Your loss prevention declined my payment on the phone after i stated Id get insurance back on the car. So i know what Im talking about. It was an unfair repo and it couldve been handled very differently. You guys just want to take peoples cars and not even give them a chance to redeem it. So Im not listening to what youre saying its nonsense. Ive made it perfectly clear i will *** for what that car was worth if i dont get that car off my credit. So you better figure it out. Otherwise whatever that car was worth can pay off what i owe on the car. Cause its crazy to me how yall really think Im about to pay for the rest of the car balance Im just not. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/25/2023

  In response to the most recent response rejection from the consumer, Community West Credit Union would like to re-state that while derogatory reporting to the credit bureaus, such as a late payment, is not done until an installment loan reaches 30 days past due, that does not factor into other remedies related to a borrowers default on the contractual terms of their binding agreement. Community West Credit Union is obligated to address and respond to risks within our lending portfolio such as in the case of a collateralized loan that has failed to make the first payment by over 20 days past the due date coupled with a full cancellation of insurance coverage. CWCU attempted to work with this borrower after the repossession to potentially allow a redemption of the collateral with a reinstatement of the loan terms, however, we have in writing from the borrower via email that "car insurance, my mom is going to try but idk" and in reference to our requirement to supply proof of adequate insurance coverage on our collateral before we could allow a redemption to occur that "people drive without insurance all the time". 

  Repossession is a remedy for default on the terms of a loan agreement that is enacted when the credit union determines that the risk of loan-loss to CWCU is higher if we do not take that action. CWCU reviewed the borrower's supplied documents and email statements regarding insurance and the reason for default on payment terms and we determined that us approving a redemption of the repossessed collateral would not be possible given the remaining and un-mitigated risk factors, including no insurance coverage. 

   

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18638963
  
  I am rejecting this response because: cause yeah she tried to add me on her policy, but due to my last car being totaled they wouldn't add me to her insurance. my plan was to pay november and december and pay off my old insurance company to find cheaper insurance. I had a plan but your loss prevention was being rude to me so I'm not understanding why y'all trying make it seem like I wasn't trying to get the car back because I was. I did everything y'all asked. so i did my part and your loss prevention was playing games about me getting the car back. at the end of the day the least y'all can do is pay the car off or give me money to get another car. cause then she said i could get the car refinanced after she ruin my credit in the first place nobody accepted me so it angers me how y'all is lying trying to make it seem like I didn't try anything to get the car back I want that off my credit and I want a refund. but it doesn't matter cause y'all not getting a dime. 
  
  Sincerely,
  
  *************************************