Complaints

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

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  Central Willamette Credit Union

  7101 Supra Dr SW Albany, OR 97321-3777

• 

  Central Willamette Credit Union

  555 NE Circle Blvd Corvallis, OR 97330-4205

• 

  Central Willamette Credit Union

  905 29th Ave SW Albany, OR 97321-3405

• 

  Central Willamette Credit Union

  PO Box D Albany, OR 97321-0437

• 

  Central Willamette Credit Union

  645 Waverly Dr SE Albany, OR 97322-5078

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:03/16/2025

  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.

  Bank didnt save ACH payment for I sent them. **** has now taken funds from another credit union that was intended for my only means of transportation.

  Business Response

  Date: 03/27/2025

  March 20, 2025
  
  
  ********* ******
  *********************************************************************************
  
  RE: Department of Consumer and Business Services complaint Claim No. 23073005
  
  Dear *********,
  
  Thank you for reaching out to us with your concerns about your accounts at **********************.
  
  We understand that managing your accounts can be challenging, especially during difficult times, and we sincerely apologize for any inconvenience you've experienced. We appreciate your feedback and the opportunity to address the issues you've raised.
  
  Upon reviewing your account history and our internal records, it appears that a series of events led to the situation you described. While we made several attempts to work with you in finding a resolution, including lowering your monthly payments and making arrangements for the past due amounts, we did not receive the necessary communication from you to complete the process. At the time your ACH was processed and pulled from your financial institution your loan was due for your January, February, and March 2025 payments. Both the January and February ACH payments were previously returned unpaid due to insufficient funds.  Your ACH agreement, signed on 03/03/2024 was established as agreed, to pull the minimum due. Since the first payment on 05/02/2024 this ACH has been active and continues to be active today.  We have not received a signed revocation form for this payment method, and your loan remains due each month in the amount of $399.46.  
  
  With the payment that pulled on 03/10/2025 your loan is now current, and the next payment will be due on 04/02/2025. We continue to be open to working with you on reducing your monthly payment, which would lower the amount withdrawn via ACH each month. If you would like to proceed with this option, please contact us at ************ or ************************ and we can help you through this process. 
  
  Should you require additional information or clarification on any aspect of your accounts or our policies, please do not hesitate to contact me directly at ************ or ************************. We are here to assist you in any way we can.
  
  
  Thank you again for bringing your concerns to our attention regarding your accounts. 
  
  
  Sincerely,
  
  
  
  ******* *******
  Member Solutions Manager
  
  

• Initial Complaint

  Date:04/03/2024

  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 have a personal and business account with **********************. They have over draft protection on my accounts after a series of unfortunate events in my life my accounts got overdrafted. They called me repeatedly wanted me to call them back and I work the same hours as their business hours so its almost impossible for me to sit on the phone and have a conversation thats gonna be longer than five minutes at any given time so I use the text banking option And was told many times that they would work out some kind of payment plan with me which is fine. I didnt have a problem with that but they would want me to call again. Its not convenient. It does not work with my work schedule so I could call when I do not want to set up a payment plan. They want to get all the money right now , so that is what they have done every time my paycheck goes in there they take my whole amount of money and so then what happens when you take all of my money life goes on and I still need money so I have to overdraft the account again now they have not contacted me in over a month They have not allowed me to have access to my accounts like I cannot see any activity on them at all. They said this is their policy anywhere. Does it say they take away your online banking? It says that they block access to your debit card, which is fine and understandable , but theyve gotten my money every single time Ive paid it back every single time and then they stop contacting me and then they try to *** me. Apparently I dont know. I havent served because I dont have a place to live and just happened five minutes before they closed and I get on the phone argue with me and then after ******* me off hang up on me leaving me stranded because they have $700 of mine but will not give me access to it and then they hang up on me right at closing so nothing I can do till the following day. I should have access to my account no matter what:

  Business Response

  Date: 04/10/2024

  RE: ********** of ******** and Business Services complaint File No. 21524789
  
  Dear ********,
  
  Thank you for reaching out to us with your concerns about your accounts at Central Willamette Credit Union.
  
  We understand that managing your accounts can be challenging, especially during difficult times, and we sincerely apologize for any inconvenience you've experienced. We appreciate your feedback and the opportunity to address the issues you've raised.
  
  Upon reviewing your account history and our internal records, it appears that there was a series of events leading up to the situation you described. Despite our efforts to work with you on finding a solution, including setting up a payment arrangement. It seems there *** have been a miscommunication or misunderstanding regarding the agreed-upon arrangements.
  
  We acknowledge that there might have been difficulties in reaching us during our business hours due to your work schedule. However, we strive to provide alternative methods of communication, such as text banking, to accommodate our members' needs. We regret any frustration you *** have experienced in attempting to resolve the matter.
  
  Regarding the access to your accounts, we want to clarify that while certain restrictions *** be imposed, such as blocking access to your debit card to prevent further overdrafts, we aim to ensure that you maintain access to essential banking services. We apologize if there was any confusion or inconvenience caused by these measures.
  
  We are pleased to note that you have since settled the outstanding balance on your business account, and as a result, the Small Claims case has been dismissed. Your other accounts with us are now active, and we are committed to assisting you further with any questions or concerns you *** have.
  
  Should you require additional information or clarification on any aspect of your accounts or our policies, please do not hesitate to contact me directly at ************ or ************************. We are here to assist you in any way we can.
  
  Thank you again for brining your concerns to our attention regarding your accounts. 
  
  
  Sincerely,
  
  
  
  *****************************
  Member Solutions Manager
  
  

• Initial Complaint

  Date:11/02/2023

  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 am banking with central willamette credit union. Around a month ago I had two purchases on Amazon one order didnt work and I couldnt get the seller or Amazon to send a paid return label so I asked the bank to get my money back. Second order was ******* or never delivered so again I asked the bank to take care of it.. on October 24th the put a credit in for the second order, then called to say something needed fixed on my paperwork and sent it for me to sign, took the money back out of my account the 25th and told me it was because of the missing info on the paperwork and it would get processed again when they get to it.. now today November 2nd they took the money out again stating it was given twice. I called to find out what was going on, was told that their records show they deposited it on the 24th twice and so they can not reverse it. I asked why it dont show it being deposited twice on my account when I look at it on my online banking. I was told that they can see more on their end then I can so I asked why is that? Why can I not see everything thats happening on my account on my end? He replied with that he didnt say that so I asked again why can I not see that money being deposited twice on my end, he replied that it shows it in Their system but wont show on my end. I than said why is that you can not be making transactions on my account and not putting it on my end so why cant I see it? He again tried to tell me you didnt say that and that they dont do that. I asked to speak to a manager and this man kept talking while I was talking refusing to shut up and listen to me then said he was going to hang up on me I told him he better not and to get me the manager and he said I told you I would, puts me on hold for a few minutes and then when he gets back pretends that he cant hear me and hangs up. Called back and they told me the managers where not available.

  Business Response

  Date: 11/17/2023

  
  
  Dear ********,
  *************** to your Better Business Bureau complaint #********. 
  I hope this message finds you well. We understand the frustration caused by the discrepancies in our handling of the dispute and the communication issues. We want to assure you that we take this matter seriously and are actively working to resolve the situation promptly. Your concerns have been escalated to our management team for further investigation and resolution. 
  In addition, we sincerely apologize for the experience you had when contacting our *************** This falls short of the service standards we aim to provide, and we are taking corrective measures to ensure better communication and resolution in the future.
  Thank you for bringing this to our attention.
  Sincerely,
  
  *****************************
  Director of Operations
  

• Initial Complaint

  Date:10/18/2023

  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.

  I have a car loan with Central Willamette Community Credit Union. My current car payment is about $400. They are trying to charge me over $1000+ for my car payment because of an insurance problem that I had nothing to do with. Central Willamette erroneously stated that I didn't have car insurance and is now trying to tack on $1000 for lack of car insurance. I've submitted proof of insurance multiple times only to have my submissions denied. They've also contacted my grandmother and harassed her to try and get her to make a payment, which can be considered a form of elderly abuse. Anytime customer ********************** is contacted they rarely respond, and when they do, I've been told that my claim was completed even though I'm still fighting with them, or that my items have been submitted and that I need to wait 4+ weeks for any kind of response. I cannot afford the $1k+ car payment and now my credit is going to be ruined due to something that isn't my mistake. Central Willamette is unwilling to be helpful, or even review the documentation they were given. We've submitted payments and proof of payment, insurance, etc.. but to no avail.

  Business Response

  Date: 11/28/2023

  Dear ******,
  
  *************** to your Better Business Bureau complaint #******** submitted on October 18, 2023. I apologize for the delay in responding to your concerns as we have recently discovered notifications from our BBB profile were not being received.  
  
  I hope this message finds you well. We understand the frustration you've experienced regarding the placement of Collateral Protection Insurance (CPI) on your vehicle due to a short lapse in required coverage, and we sincerely apologize for any confusion and inconvenience caused. 
  
  It is my understanding the need for placement of CPI has been explained to you by credit union staff and after some adjustments and refunds, the policy owing amount is now $177 total for the lapse in adequate coverage from 9/25/2023 to 10/05/2023. Your payment due will increase from $474.12 to $488.87 for 12 months beginning with the payment due 12/22/2023. 
  
  After twelve payments of that amount, assuming no subsequent lapses in adequate insurance, your payments should return to $474.12 for the duration of the loan term. 
  
  Please reach out to me at the contact info listed below. My staff is ready to assist you in this matter and to answer any questions you may have.
  
  
  Sincerely,
  
  *****************************
  Member Solutions Manager
  
  

  Customer Answer

  Date: 12/06/2023

  Hi there, 

  I have had ongoing issues with this bank for my past 2 auto loans now. My previous issue was due to their negligence with paperwork and forms, with them only inputting 1 page of a multi page document. This resulted in them overcharging me for months. I was finally able to get around $600 refunded from their error with them apologizing and taking responsibility. 

  I have consistently had auto insurance. This past summer, maybe end of July to Beginning of August, I start receiving communications that I don't have insurance and the bank is going to charge me over $5k. I submit my insurance binder and then I don't hear back. Then I get a message again. And again. Asking for proof of insurance. I finally call and speak with a representative, ****, and he informs me that his company cannot verify my insurance. They state I have not paid insurance. It has been paid. I still have all of the receipts and screenshots. Ku'e and I go over all of my screenshots and receipts and everything I have pertaining to auto insurance, and he agreed that I should immediately cancel my insurance and find a new policy, as the one I had purchased appeared to be fraudulent. 

  The bank then begins to tell me I have never had insurance. And they have added over 5k to my loan for this. All while still presenting letters from my insurance carrier, binders, receipts. The insurance agent finally calls the bank and gets someone who will listen to her and actually straighten things out. After almost three months. 

  Come to find out, my insurance was valid this whole time. The bank was calling the wrong number to verify my coverage. I cannot reinstate that initial insurance policy as ****** has become too risky for that company- and I now have to pay over double per month for my new insurance policy that I never needed to get in the first place. Due diligence on this error would have saved me so much money and stress. 

  The bank is still wanting to charge me $177 for "lapse in coverage" from when Ku'e advised me to cancel immediately. I wouldn't owe that, and wouldn't be paying almost $200 more per month if the bank would have done their job correctly. I also have additional screenshots and screen snippets of begging someone at the bank to please look into this and them ignoring me for months. Please let me know if you would like these, or any other documentation as well. 

  Customer Answer

  Date: 12/13/2023

  I did respond, and replied on December 6th. This has not been resolved and I have not heard back from the business since. 

  Business Response

  Date: 01/17/2024

  Im not sure when she wrote the response to the BBB but we have resolved this with her directly and refunded the $177 CPI as a courtesy.  It was posted 12/7/2023. A letter was sent from State National on 12/06/2023 and from us directly on 12/07/2023.  I was also in communication with her on 12/17/2023 via e-mail as she had another complaint regarding phone calls. She continues to be past due on her regular payment and has asked that we do not call her.  I dont believe she has an additional issue that needs to be resolved at this time. 
  Thank you,
  
  *****************************
  Member Solutions Manager
  ************** (Direct)
  ********************************* 
  www.centralwcu.org