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:06/01/2023

  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.

  My car loan was sold to Coastal in April and I was told to start a new account with them. I tried to set up my automatic payment. I needed to verify my account before being allowed to set up the payment. I called several times, but was never able to set it up. I had to pay a $10 fee to pay my car payment on the phone twice. I just called again and they said I need to start the process over again. This is their issue and I need it resolved.

  

  Business Response

  Date: 06/08/2023

  Coastal contacted the complainant regarding his BBB complaint, asking him to review the credit union's name on his loan documents. Complainant discovered that the auto loan belongs to a different credit union with a similar name. Complainant considers this complaint with Coastal Federal Credit Union as resolved. 

• Initial Complaint

  Date:05/22/2023

  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.

  Attempted to make payment in my vehicle but was unable to log into my account. When attempting to contact the bank because my account was locked out I was always on hold for 20+ mins and unable to get the issue resolved. One of my payments went past due. Once I was able to get back into my account I was able to pay it and that was my only missed payment. Now it is negatively impacting my credit score

  

  Business Response

  Date: 06/05/2023

  Coastal reached out to the member to apologize for his recent experiences regarding his loan with Coastal. We accommodated his request to remove the late payment and refunded the late fee accessed on the loan account. ********************** considers this complaint resolved.
  

  Customer Answer

  Date: 06/06/2023

   
  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:04/09/2023

  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.

  Coastal Federal Credit Union has been nothing but dishonest from the very start. Even though I had a FIXED rate auto loan, they somehow manage to charge me a different amount of interest each month. Even though the principal amount goes down, they have actually increased the amount of interest per month on several different occasions. Because of this, I decided to pay off the loan. I hate dealing with dishonest people and this bank is the absolute worst. They do not send the payment coupon early enough to get it back by the due date. They will also hold onto a check and delay cashing it so they can charge me for every single day of interest they possibly can. I called the bank, requested the payoff amount and tried to do a check-by-phone to pay it off in full. I was told they do not take checks by phone and that I would have to wait for the payment coupon to come. Upon receiving the coupon, I mailed it back paying the total amount of the loan off. The payoff was $24,993.11. After 2 weeks, I noticed the check had still not been cashed. I called them about it and was told they had not received it but would look into it. The very next day the check was cashed. They have DELIBERATELY held off cashing my check so they could charge me another months interest. This companys practices border on criminal, but is unethical at the very least. There are hundreds of complaints registered against this company and their business practices. Somebody needs to hold them accountable as they are nothing less than thieves

  

  Business Response

  Date: 04/24/2023

  Coastal reached out to the member via email with no response. In the email, we provided the  member with an explanation of simple interest loans, such as auto loans, and notified the member that we manually recalculated all loan payments to ensure the amounts credited to principal and interest were posted accurately. We provided tools for the member to verify the interest accrued on the loan. Coastal also reimbursed the additional interest accrued on the loan after the payoff was received. 

  Customer Answer

  Date: 04/24/2023

   
  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:03/20/2023

  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 called Wednesday to confirm my balance over the phone. March 15 I had been locked out because I guessed too many wrong passwords.The coastal representative on the phone did not unlock my account nor gave me a accurate level of funds My phone is now broken.I am locked out of my account because they only accept phone calls at this point.

  

  Business Response

  Date: 04/03/2023

  Coastal researched the members concern and unlocked their online banking account.Coastal reached out to the member to apologize for his service experience.Member confirmed he was able to access his online banking account.

• Initial Complaint

  Date:03/08/2023

  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.

  My new car loan is with Coastal Credit Union, my first bill was due on 03/05/23. I set up autopay before the first payment was due. I went to the website on 03/05 to make sure that the auto pay was showing, however the only thing that was showing was a payment that would be taken out on 04/05. I called, spoke to an agent and explained that I set up autopay and that I did not see anything on the website that indicated that the payment would be taken out that day. She responded that she only saw a payment for 04/05 but that I could pay then and that as long as it showed that I paid on 03/05, the payment would post by 03/07 and I would be fine. I said okay and paid on 03/05. The next day the payment posted to my bank account and I thought everything was fine. However today a second payment posted and now my account is overdrawn. I called Coastal to find out what was going on and the rep told me that he couldn’t do anything because I don’t have a bank account with them and that I would need to contact my bank. My bank told me that there is nothing that they can do about this, so now I’m stuck with an overdraft.

  

  Business Response

  Date: 03/10/2023

  
  Coastal worked with the member to refund the duplicate
  payment to the auto loan. Coastal apologized to the member for her experience
  and explained the automatic loan payment process and timeline. Coastal also
  shared the options for auto payments within online banking.
  

  Customer Answer

  Date: 03/12/2023

   
  
  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:02/23/2023

  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.

  Interest charges are not in compliance with the loan agreement and secure messages that were sent to me explaining how or why the company applied those interest charges cannot be opened for viewing.

  

  Business Response

  Date: 03/08/2023

  Coastal worked with the
  member to explain simple interest loans, such as auto loans. We manually
  calculated her loan interest to ensure accuracy and provided tools for the
  member to verify the interest accrued on her loan for future payments. The
  member stated she understood her loan better, would review the information
  provided and would contact us if she had further questions. 

• Initial Complaint

  Date:02/13/2023

  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 currently have an auto loan with this bank. I have had 2 auto loans with them so far and it's just been constant issues. Every single time that I change insurance it is an issue. The insurance company IMMEDIATELY sends Coastal the proof of coverage but for some reason every single time I receive letters stating that I don't have insurance (when I do), Coastal adds an insurance balance to my loan, and when Coastal realize it was a mistake they refund it to me. This time around I ended my coverage with *********** and on the SAME day (7 Sep '22) started coverage with *****. September-November my spouse and I were not home due to military reasons. January 27th, '23 I receive another letter from Coastal stating that they've refunded me the insurance that they added to my account. (They NEVER call, just leave letters). I immediately called them and got transferred a couple of times and after an hour of speaking to multiple people, they were able to get to the root of the issue. On 11/13 '22, for some reason, ***** had my insurance scheduled to be cancelled but it was NEVER cancelled. It was at that moment that ***** sent Coastal proof of insurance (on 11/13/22). However Coastal claimed to never receive it and added insurance to my loan balance yet again then refunded me a portion. At this time they're charging me $1K+ for allegedly not having insurance 11/22-02/23. My current policy has been valid 9/7/22 - 3/7/23 (confirmed by *****, they've RESENT proof on 2/9/23). The lady I spoke to called ***** and told me that Coastal DID make a mistake and that I have to call customer service to see if I still have to pay $1K plus on my 2/11 car payment. I called today and the lady I spoke to had NO idea what I was talking about. Meaning they didn't write notes on it so of course tomorrow I have to call AGAIN. My credit was also affected by this because my loan amount increased. For an error made by Coastal. Proof of insurance was sent MONTHS ago. Attaching my chat with *****.

  

  Business Response

  Date: 02/21/2023

  Coastal contacted the member to apologize for her recent
  experiences with her auto loan. The loan records have been updated and the
  additional insurance premium has been refunded. The member stated her satisfaction
  with the resolution.
  

  Customer Answer

  Date: 02/21/2023

  
  
  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.

  Again, thank you for your assistance on this matter!

  
  Sincerely,
  
  
  
  ***** **** *****

• Initial Complaint

  Date:02/09/2023

  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.

  In late January my car was repossessed by Coastal FCU. I was up to date on my normal payments but behind on the insurance premium they had added to my payment. When I switched insurance companies they said I did not have insurance so I would have to pay theres. I explained that I did have insurance and supplied them with the policy number and also asked ***** **** to send the information over. Apparently they never received it and kept adding the insurance. I spoke to them a few times with no help getting it removed. After it was repossessed they told me if ***** **** sent the declaration I would be able to get my car back. ***** **** did this, after 3 attempts, as Coastal FCU kept saying the my didn’t receive it. I was told it would take roughly two days for the paperwork to go through and to call back in the mornings and get updates. I called twice, both times being told that there was no update and to call again later. On my third attempt I was told to stop contacting them as I had no business with them anymore and that the only way to get the car back was to pay off the loan entirely. The woman I had been speaking to would no longer take my calls. I was given the number to the tow company that had the car, but they would not tell me where it was. The tow company is not answering the phone and I have no way to retrieve my personal belongings that are in the car. I understand why the car was taken, but do not appreciate I was told I could get it back and then then story completely changed. I also don’t appreciate that I have no way to get my belongings including my wedding ring, family pictures, golf clubs, and other items.

  

  Business Response

  Date: 02/17/2023

  Coastal contacted the member and provided additional
  contact information for the recovery company.

• Initial Complaint

  Date:01/24/2023

  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.

  In September of last year, I paid off my car loan, the sum of $19,000, and some change with Coastal Credit Union. They sent me the title but did not send me an official release of lien letter to myself or the Motor Vehicle Department of NC. When I got the title, I registered the car in Georgia as I now reside there, thinking everything was okay until I went to renew my car registration. I found out that my car registration was canceled on December 31, 2022 because my tile was requested on numerous occasions. Another title was sent again to me from North Carolina just this month because they requested my title again on January 6 and mailed it to my old address in NC even though I updated my current address previously.
  When I contacted NC and Georgia Motor Vehicle Departments they both said there was a lien on my car title and my car was shown to be registered in NC. I called Coastal again and they said they said it wasn't them. They keep putting me on hold, the calls keep cutting off and they said they would call me back after getting in touch with the Motor Vehicle Department of NC. I have yet to receive a call back from them.

  

  Business Response

  Date: 02/06/2023

  Coastal is currently working with the member to resolve
  her concern. We have been in contact with the NC DMV to print the title without
  a lien and to place a note in the record that the lien has been released and
  not to add one to the title again. Coastal has sent the lien release and a paid
  in full letter to the member. Coastal will reimburse the member’s registration
  fees with the GA DMV once the member is able to successfully re-register the
  vehicle in Georgia.

  Customer Answer

  Date: 02/07/2023

  
  
  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:01/18/2023

  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 work with ****** Bank and came to realize that there has been id theft/fraud on my SSN. I reached out to all three agencies and was told that I needed to contact the bank directly because this was done online and not at a actual place of business. I was told by all three that I would have to dispute the inquiry through the bank because it was done online. I have mailed and called ******** ********** with no help what so ever. I have placed a freeze as well as filed a police report in reference to these inquires being removed. Since I am a victim of this ID theft/fraud I am requesting that the hard inquiry be removed from all three agencies or their reporting agency whom they deal with. Coastal Federal Inquiry Date is November 2, 2022

  

  Business Response

  Date: 01/23/2023

  Coastal worked with
  the complainant to remove the fraudulent inquires from the credit report.
  Complainant is satisfied with the resolution.

  

  Business Response

  Date: 01/24/2023

  Coastal reached out to the complainant regarding his response and confirmed he is satisfied with our agreed upon resolution. 

  Customer Answer

  Date: 01/24/2023

   
  
  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.
  
  
  
  Thank you in your help taking this off my cbi and resolving this matter 
  
  Sincerely,
  
  
  
  ******* *****