Complaints
This profile includes complaints for Coastal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
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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:12/01/2022
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.
Coastal held a check for over 3 months without depositing into my account this is 1 of many problems with them. I have a joint account and have my 3 teens also on this account, I have 3 car loans with coastal have done alot of business with them. My wife and I needed to close the account after many issues. Coastal made us wait till all pending charges we cleared we signed to close out checking account along with closing our 3 kids accounts. Coastal made us keep open a saving account because we have car loans with them after much argument we kept it open. We deposit cash into the saving each month to make the car loan payments. I put 650$ went to go make a payment and only 200$ is in my savings account I called coastal they said that a debit card was left open and charges have been made. I spoke with 3 people NON who cared all to tell me they would look into this. HOLD ON i signed and closed my account now my money is gone and your telling me I have to wait while you figure out your mess up that is not my problem and now i don't have enough money to make my car payment????? I want my money back in my account i want them to close all my accounts i want nothing left to do with this horrible bank.
Business Response
Date: 12/13/2022
Coastal spoke with the member and apologized for their service experience. Coastal came to resolution with the member and the agreed upon solution is in progress.Customer Answer
Date: 12/14/2022
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.
Sincerely,
****** *******Initial Complaint
Date:10/07/2022
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 submitted my auto refinance application last week and was pre-approved the next day. I was told I’d be contacted in one business day, but did not hear from the Account Manager until 4:50pm that day (Friday) after I had to call multiple times to inquire about my application. I was able to gather all of the required information within 10 minutes, including information from my insurance agent. It has now been a week and no one has contacted me. I spoke to a digital application support member and told him I haven’t heard back, it’s been a week, and my current lender has a payment due next week so I need to know the status of my application so I know whether or not this would be my last payment with my current lender. I was told the account manager I’ve been working with was on lunch but he’d leave a message to have her call me back. I never received a call back, an email, or anything. They’re extremely slow with the process. Everything required of me was provided, but Coastal is taking so long to just reach out with an update. Terrible time management and poor communication.Business Response
Date: 10/17/2022
Coastal apologized to the member for her service
experience. The communication delay has been shared with management and
addressed with staff.Initial Complaint
Date:10/04/2022
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 recently attended a work related medical conference in ****** at which time I fell victim to multiple fraudulent charges to my debit card. 5 charges on total equaling over $800. When I contacted the bank they opened a fraud investigation. When I called 8 days later they informed me that they closed the case and I wouldn’t receive reimbursement. The reason stated was because the transactions were made via the chip which I never made. They were rude and refused further information. I’ve asked for escalation and have not received any communication. How is anyone protected of this is able to occur. They closed my card and issued me a new card bit have not issued me any type of reimbursement.Business Response
Date: 10/11/2022
Coastal reviewed the member’s concern and
worked to accommodate the desired resolution. Member is satisfied and agreed to
close out the complaint.Initial Complaint
Date:09/27/2022
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 bought a 2019 *** ******** on 6/01/22
Coastal Federal Credit Union has my loan ..they were faxed my insurance information that day my insurance is with **** ****** whom I have been with many years since the they have been faxed and emailed my insurance information around 4 times or more they added $5093. To my payment for noninsurance..they finally put a partial payment back but are still trying to charge me $1093..for not having insurance for 06/01/22 -06/03/22....I have insurance I have faxed them my proof ..they still are charging me ..I was told this morning they would call my insurance company for proof but According to **** ****** they didn't..**** ****** faxed my information to Coastal again today 9/26/22 I have the copies and proof they received it....I will not pay them for the insurance they forced on my account when I was already covered.Business Response
Date: 10/05/2022
Coastal
contacted the member to apologize for the service experience. Coastal updated
the member’s insurance records and provided a full refund, as requested.Initial Complaint
Date:08/19/2022
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.
Within the past 6 weeks, the automated systems for Coastal FCU have been down no less than 4 times(more likely 7-8 times) for which I filed a complaint directly and requested contact by a member of the executive team. To date, there has been no contact from Coastal execs. One of the reasons I have continued banking with this entity is for the convenience of online access and extended hours to access my funds. It's a huge inconvenience when the systems are down. I have to call a toll free number that goes to a third party answering service. During instances of outage, the wait times may exceed 15 minutes. I don't have time to sit on the line waiting for someone to answer my questions. Continued service of this level will result in the closing of my accounts immediately. No further warnings will be issued except when I move the funds to another financial institution! I have patronized Coastal since the late 2000's so it's difficult to understand why the level of service continues to descend.Business Response
Date: 08/23/2022
Coastal apologized to the complainant for his experience
during recent system outages. Member stated he appreciated the phone call and
confirmed his concerns have been resolved.Initial Complaint
Date:07/29/2022
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.
In January of 2022 I purchased a vehicle from the ********* dealership by financing through Coastal. What the dealership received from me per their request was a copy of my insurance card. That along with the other paperwork is what they sent to Coastal. In April of 2022 is when my first payment was due so I called into Coastal and it was at that time I was informed that Coastal had tacked on their own insurance due to never receiving proof of insurance (declarations page) so I emailed over proof of insurance not knowing that the declarations page was never sent in January. Once Coastal received the insurance from me in April they refunded partial amounts for the insurance they forced placed on my acct. come to find out there were remaining charges from January up until April that weren't refunded making my acct very high and late. 07/26/2022 I woke up to my vehicle being taken from my driveway because of how high my acct balance was. That same day after speaking with two employees at that time from Coastal I went to the dealership and they explained it was Coastals fault for approving the loan without proper insurance information. Now I am left with a repossession on my credit along with a high acct balance full of charges I was unaware of and not at fault for. This is complete negligence and lack communication of two companies (Coastal and the dealership) and not to mention against the law to allow a buyer to leave the lot with a vehicle that hasn’t been properly verified of coverage! I expect an adjustment to my acct for the remaining insurance charges along with this being disputed from my credit report ASAP. This entire situation could have been avoided to say the least and is distasteful to wake up to when I have children, appointments, and work. While at the dealership Renee Alston was called who I was told is a manager at Coastal who informed me that insurance did play a part along with me needing to pay it. When I explained I am not at fault.Business Response
Date: 08/03/2022
Coastal spoke with the member to resolve
her concerns. Coastal worked with her to accommodate the desired resolution.Customer Answer
Date: 08/07/2022
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.
Sincerely,
***** *****
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