Complaints

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

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  Coastal Credit Union

  1000 Saint Albans Dr Ste 250 Raleigh, NC 27609-7336

  
• 

  Coastal Credit Union

  10850 Wakefield Commons Dr Raleigh, NC 27614-6819

  
• 

  Coastal Credit Union

  2339 Davis Dr Cary, NC 27519-8480

  
• 

  Coastal Credit Union

  4325 Glenwood Ave Raleigh, NC 27612-4532

  
• 

  Coastal Credit Union

  970 Branchview Dr NE Ste 110 Concord, NC 28025-2238

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:07/23/2024

  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 am not liable for the debt with this merchant. They did not provide me with original contract as requested.

  Customer Answer

  Date: 07/23/2024

  Hello, 

  I dont have any forms stating this only verbal by calling them. This debit was from over 7-8 years ago. So, it should have been removed off my credit. Its still sitting on my credit as closed or charged off. 

  

  Business Response

  Date: 08/05/2024

  Dear Sir or Madam,
  
  RE:Complaint ID# *******
  
  Coastal Credit Union reviewed Ms. ********************** concerns of a credit dispute.
  
  In review of Ms. ********* credit reporting, we found several delinquencies between January 2019 and April 2019.
  
  In 01/2019, we reported a 30-day delinquency.
  In 02/2019, we reported a 30-day delinquency.
  In 03/2019, we reported a 30-day delinquency.
  In 04/2019, we reported a 60-day delinquency. 
  
  The vehicle loan was repossessed on May 08,2019 and the loan was charged off on June 13, 2019.
  According to the Fair Credit Reporting Act (FCRA), the loan should drop off of Ms. ********* credit file seven years from the first reporting date of January 2019.
  
  Coastal Credit Union has communicated with member and the loan is being reported accurately. Based on our findings, Coastal consider this complaint as resolved.
  
  Kind regards,

  Customer Answer

  Date: 08/06/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/09/2024

  Type:Delivery 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.

  Throughout 2023 I have attempted to call CFCU to inquire as to why my title to my truck has not been mailed out. The associates have been unhelpful transferring me to and from different departments. My truck was paid in full via chapter 13 that was fully discharged at the end of 2022. I just discovered they still have a lien on my truck over a year after the court ordered discharge. That is completely unacceptable. On top of that, no one has been willing to assist or explain how a court ordered discharge would have been ignored. In my case all asset tied debt was paid in full, so this truck was paid in full even before 2022. I need the lien removed ASAP as it is impeding me from full ownership of my rightfully possessed property.

  

  Business Response

  Date: 02/23/2024

  Complaint ID #: ********

  Dear Sir or Madam,

  Coastal received the members complaint on February 8, 2024,and held multiple conversations with the member on the same day.
  
  The members lien with the ******* DMV was released on February 8,2024 and Coastal requested the title to be sent to the members home address. Coastal informed the member that it would take 3-5 business days to receive the title in the mail.
  
  Member was provided a direct phone number and instructed to call if the title was not received within 5 business days. As of February 21, 2024,no call was received from the member.
  
  Coastal attempted to contact the member on February 22,2024, to confirm receipt of the title with no success.
  
  Based on these findings, Coastal considers this complaint as resolved.

  
  

• Initial Complaint

  Date:12/18/2023

  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.

  I've had multiple issues with this business, but this most recent one is the last straw. Coastal financed my car that I purchased in 8/2022. I have never been late with a payment as I have them automatically taken out every month. I switched insurance companies in July of 2023. I had been with Geico for over 10 years and found a cheaper company. Geico notified Coastal that I canceled my insurance with them, and The ******** sent them information on my new coverage through them. I received a letter about a month later from Coastal stating they were adding insurance to my account because I didnt have any. I called and told them I have never been w/o coverage and The Hartford sent them the new information. They said they didnt have it and gave me the information to resend it. I provided the information with verbal confirmation that it was received. In 10/2023 I moved from SC to OH so I called The Hartford and told them I moved out of state and we made the new changes. The Hartford told me they would send information to Coastal. Beginning of November, I received a call from Coastal about my late account? I said my account is never late it's taken out monthly. When she told me my monthly payment was double now with the added insurance. I told her that was taken care of on my end, and she said they had nothing from The ********. Sent again. A week later i received a letter stating most of the money was credited back. I called and was told they never received my coverage verification from July. I told her it was all sent together, that they couldn't have received the new policy without getting the July one as well. Sent it again via email and a web portal, called 2 days later and was told it was received. Then I discover that they put it on my credit report 2x. I am trying to buy a house and my score went from 789 to 638 because of them. Lost the house and cant get pre-qualified until this is corrected.

  

  Business Response

  Date: 01/10/2024

  Dear Sir or Madam,
  
  RE: Complaint ID #:  ********
  
  Coastal reviewed the members complaint with the Loan Servicing Manager and found the following:
  
  - Our research indicates Coastal accurately reported all payment history for the loan referenced in the complaint.
  - Coastal added CPI insurance to the loan. Upon receiving proof of insurance coverage, Coastal provided a full refund with interest to the loan.
  
  While Coastal accurately reported all payment history, we have agreed to a partial correction to the members credit bureau(s). Coastal has communicated with the member via the contact information provided in the complaint, providing additional details to support our research and decision.
  
  Based on these findings, Coastal considers this complaint as resolved.
  
  
  Thank you,
  *****************
  Marketing
  COASTAL CREDIT UNION
  ************** or ************
  ******************************************

• Initial Complaint

  Date:10/11/2023

  Type:Customer Service 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 receive calls from the Credit Union regarding "late payments". I continue to receive these calls after eight pm eastern time, I have informed the Credit Union several times that I can be reached between the time frame of eight am and seven pm eastern time. That is a ten hour window and what I consider a reasonable time. The Credit Union once again attempted to call me on October 10th at 8:42 pm.I consider the unwillingness of the Credit Union to call me at the time that I request and the times that they do in fact call a form of harassment and indimidation.

  

  Business Response

  Date: 10/23/2023

  Dear Sir or Madam, 

  Complaint ID: ********

  Coastal reviewed the members complaint regarding his customer service issue. ********************** communicated with the member by phone and email. Our investigation determined Coastal adhered to federal law guidelines with member communication practices.Coastal made an accommodation to honor the members contact availability preference.
  

  Thank you,
  

  ***************************
  Sr. ****** Advocate
  COASTAL CREDIT UNION
  Office: ************
  **************************************
  www.COASTAL24.com
  

   

   
  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20723718
  
  I am rejecting this response because: I never considered that the Credit Union was doing something illegal. The Credit Union offered to take me off their call list which I accepted after informing them that I did not have an issue calling me, it was the time at which they chose to call. I never requested to be taken off their call list
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/30/2023

  Dear Sir or Madam,

  As it pertains to the members complaint, Coastal escalated the members concern to the Manager and Vice President of the Member *********************** for review. Coastals Senior Member Loyalty Advocate, ***************************, then spoke with the member via phone to address his concerns regarding call times. She offered to remove the member from the call queue dialer and the member agreed. An email to the member recapping the conversation followed. Coastal notated the account with the members originally stated contact time preferences should Coastal place a call in the future. We referenced this in the original response as making an accommodation to honor the members contact availability preference. Based on these findings Coastal considers this complaint as resolved. 
  

• Initial Complaint

  Date:09/14/2023

  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.

  My car payment has doubled. I was told all I needed to do was provide proof of car insurance since 6/2023 and I did. The proof was declined and now it says I owe **** as my next payment.

  

  Business Response

  Date: 09/25/2023

  Dear Sir or Madam,
  
  RE:  Case ID #:********
  
  Coastal reviewed the members complaint and the desired resolution of a billing adjustment. Coastal made a billing adjustment on 09/15/2023. Coastal attempted to contact the member three times via the contact information listed in the complaint. As of todays date, we have not received a response.
  
  
  Kind Regards,
  *****************
  Member Advocate
  COASTAL CREDIT UNION
  Office: ************
  ************************************
  www.COASTAL24.com

• Initial Complaint

  Date:09/14/2023

  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.

  Coastal closed my account which I brought current and reported to ChexSystems. I'm asking that this be removed from ChexSystems as I still have a car loan and savings acct with the bank. I was under the impression that any negative balance on my checking would be taken from Savings, etc. I was not notified of the default and when I did notice, I made sure the balance was at zero. I contacted Coastal and was not assisted - given an unsatisfactory response from ************************* (see attached).

  

  Business Response

  Date: 09/27/2023

  Dear Sir or Madam,
  
  RE: Case # ********
  
  Coastal reviewed the members complaint and spoke with the member via phone and email. Our research indicates Coastal did send notices and statements to the member and all reporting made by Coastal is accurate.
  
  
  Kind Regards,
  *****************
  Member Advocate
  COASTAL CREDIT UNION
  Office: ************
  ************************************
  www.COASTAL24.com

• Initial Complaint

  Date:09/06/2023

  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.

  Potential customers, beware !!!!!!!!!! Fraudulent activity started in August of this year 2023 on my COASTAL federal credit card which I had paid off in July. There was over $15,000 worth of charges applied to my credit card. I called and reported the suspicious activities on my card initially the bank credited the balance back to the card and cancel the card later a new card was issued to the account and now theres over $14,000 worth of charges applied to this account. This is a card that I very early use because the bank is a substandard standard. they are now attempting to muscle me into paying over $15,000 worth of charges that is clearly fraud. The card has been used according to the bank two states away. this is not the first time that unexplained charges have appeared on the account. The bank has no explanation on where the charger so originated from or how they came to be.

  

  Business Response

  Date: 09/15/2023

  Coastal reviewed the members complaint regarding the disputed transactions and credit reporting. Coastal communicated with member by phone and email. Our investigation determined the transactions were.
  authorized by the member and the credit reporting is accurate. 

• Initial Complaint

  Date:07/24/2023

  Type:Product 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.

  ON OR ABOUT MAY ********************************************************************************************************************************* THE PERSON TOOK THE INFORMATION AND ADVISED THAT I WOULD RECEIVE A CREDIT IN **** BUS DAYS THAT TIME PASTED I CONTACTED THE DEPARTMENT AGAIN AND WAS TOLD THAT A LETTER WAS SENT TO ME STATING MY DISPUTE WAS DENIED BECAUSE I STATED THAT I HAD THE **** IN MY POSSESSION, I CALLED THE DISPUTED DEPARTMENT BACK EMAILED ETC TO ADVISE THEM THAT THIS INFORMATION THAT WAS ENTERED BY THE PERSON WHOM TOOK MY DISPUTE WAS NOT CORRECT I DID NOT SAY I HAD MY **** I INFORMED HER I DIDNT HAVE MY **** IN MY POSSESSION THIS PERSON TOOK MY INFORMATION AGAIN ALONG WITH THE ***** THAT NEEDED TO BE DISPUTED AND SAID I WOULD RECEIVE MY CREDIT IN **** BUSINESS DAYS. STILL NOT CREDIT AND IVE MADE SEVERAL ATTEMPTS TO CONTACT THE DISPUTES DEPARTMENT TO ONE DISPUTE THE DENIAL AND TO ASK THEM TO REVIEW THE CALL BECAUSE THE REP ***** THE INCORRECT INFORMATION. I WAS THE VICTIM HERE AND FEEL LIKE IM BEING VICTIMIZED ALL OVER AGAIN. WHEN I CAN I GET THE RUN AROUND SOMEONE GOING TO CALL YOU BACK OR ILL FORWARD YOUR INFORMATION OVER TO THE CORRECT PARTIES AND THAT NEVER HAPPENS. NOW IM A VICTIM OF OVER $2000+ BEING TAKEN FROM MY ACCT AND THEY SAY THAT YOU MONEY IS ISSUED IF YOU A VICTIM OF CC/***** **** FRAUD YOU WILL GET YOUR MONEY BACK HOWEVER THAT ISNT TRY YOU GET TREATED LIKE YOUR THE CRIMINAL YOU BECOME VICTIMIZED AGAIN. THEY SAY ALL THE CALLS ARE MONITORED HOWEVER THEY DONT EVEN LOOK INTO OR REPLAY THE CALL THEY JUST TAKE THE REP AT THERE WORD WHATEVER HAPPEND TO THE CUSTOMER IS RIGHT. THIS IS MY HARD EARNED MONEY. IM BATTLING CANCER TAKING CHEMO AND RADIATION AND I HAD TO STRUGGLE AND CALL OVER A DOZEN TIMES AND STILL DONT HAVE MY $ ACCT # ******* LAST 4 OF **** **** DISPUTE CLAIM ********, , ******, ********

  

  Business Response

  Date: 08/04/2023

  Coastal researched the members complaint and contacted the member to provide an agreeable resolution. The member and Coastal considers this complaint as resolved. 

  Customer Answer

  Date: 08/04/2023

   
  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:06/14/2023

  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 closed my accounts in February 2023 with Coastal Credit Union because Im moving to a different state in a few months. Only to find out that Coastal reopened my account and put a December charge from a restaurant called Polo. Per Coastal they debited my account $19.31 on April 6th and I just got a letter in the mail stating I need to pay this amount or it is going to **** systems and turned over to collections in May. I have no knowledge of this charge. Per Coastal the restaurant said they were having problems with their machine so people did not get charged. Only to find out they had some issues going on. Its not right. Why would they reopen my account and not tell me and then put my account in the negative. Who does that. I had to go to the bank and put money and close the accounts for the 2nd time. The employees at the bank saw what happened and said they never seen that done. Over the phone coastal said that is the way it is. It is not right what they did. I have called and talk to several people no help. They said that its been resolved. It was some type of scam at the restaurant with charging peoples cards and it was to late for me to put in a dispute. But how can you dispute if you dont know anything about it. Plus I had closed my accounts in February. They promised they would call me back and never did.

  

  Business Response

  Date: 06/27/2023

  Coastal contacted the member regarding her BBB complaint.After explaining the transaction in question, member considers this complaint with Coastal Federal Credit Union as resolved. 

• Initial Complaint

  Date:06/12/2023

  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.

  I am requesting removal of an item from my credit report. It has been more than 7 years since my first payment. I spoke with ************************* in the loan servicing department and was advise they refuse to remove the item off of my report because I "was able to recover from my first delinquency." I have never heard anything like this. The account is closed and was paid through Chapter 13 and should be removed. I understand negative information that is accurate cannot be removed and will generally remain on your credit reports for around seven years. It has been around 7 years and they just refuse to help me.

  

  Business Response

  Date: 06/26/2023

  The complaint is still under review and has not yet reached resolution. An update will be provided by the end of this week. 

  

  Business Response

  Date: 06/29/2023

  Coastal worked with the member to resolve the complaint by removing the tradeline.

  Customer Answer

  Date: 06/29/2023

   
  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,
  
  ******************************* ****