Complaints

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:11/05/2024

  Type:Service or Repair 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.

  *** went through an upgrade in Sept and since then there have been several issues. Part of the terms of my checking account is that I will receive *** fees back as a refund at the end of the month. These post on the 1st of the month. Last month, they did not. I reached out to a representative and was told that they would be on 10/4 instead and hopefully the issue would be fixed for this month. However, it is Nov 5th now and the fees haven't been refunded back for October. These are the fees I should have received:-10/24: 2.99 -10/20: 1.00 -10/19: 4.50 -10/12: 2.99 -10/25: 1.00 It looks like on my statement that many of these fees are being posted as charges with no mention of the *** fees, which feels fradulent, since it would be hard to prove they are including *** fees. I'm happy to provide whatever proof I can. I emailed *** on the 1st and have received no response since from ***. Attaching email thread.

  Business Response

  Date: 11/12/2024

  Hello,

  Please find attached OCCU's response to Complaint ID No. *******, Kartali. Please let me know if you have any questions.
  

  Thank you,
  

  ******** *******
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  This response didn't say anything except that they would contact me directly. They responded to an email that I had sent via my online account and OCC refunded the *** fees almost a week late. I will accept this for now, but plan to file another complaint if this error continues next month.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/03/2024

  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.

  On August 28, 2024, I found that my Oregon Community Credit Union (OCCU) checking account, ending in 4629, was compromised by unauthorized withdrawals totaling around $10,000, originating from ****** and *******. Despite the unusual nature of these 18 consecutive transactions, ****'s fraud detection system did not intervene, leaving my account with a balance under $250.I contacted ***** **************** and was advised to close my compromised accounts and open new ones, with assurances that all outstanding payments would be managed and my Social Security deposit would transfer smoothly. However, **** failed to uphold these commitments.On September 25, I discovered that my Social Security deposit had not been credited to the new account. After visiting ******************* on September 26, I was redirected repeatedly with no resolution, despite confirmation from the ****************************** (***) that the deposit had been processed by ****. Nearly a month of back-and-forth with SSA and OCCU later, it was found on October 18 that the deposit had been mistakenly credited to a different ********** the meantime, I received a notice from CIGNA about a possible cancellation of my hospital indemnity policies due to missed premium payments, which should have debited from my new account. Although I was able to reinstate the policies, the risk of losing essential coverage due to OCCUs mishandling of my account setup was ************* 83, this ordeal has caused immense stress, requiring substantial time and effort to correct OCCUs errors. Elderly clients like myself expect support from their financial institutions, especially when facing such challenges. I invested numerous hours, multiple SSA visits, and extended phone calls, ultimately resolving these issues independently.

  Business Response

  Date: 11/04/2024

  Hello,

  Please find attached OCCU's response to Complaint ID. ********, ******. Please let me know if you have any questions.

  Thank you,

  ******** *******
  Oregon Community Credit Union
  VP of Regulatory Compliance

• Initial Complaint

  Date:10/08/2024

  Type:Order 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.

  Made a request to close account and send remaining funds .

  Business Response

  Date: 10/11/2024

  Hello,
  

  Please find attached OCCU's response to Complaint ID No. ********, *****. Please let me know if you have any questions.
  

  Thank you,

  ******** *******
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22398589
  
  I am rejecting this response because:has Not closed my account. Please close and forward my funds to my address 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/23/2024

  Per members additional filing.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22398589
  
  I am rejecting this response because:occu refuse to close my account and return funds
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/31/2024

  Hello,

  Please find attached OCCU's follow up response to Complaint ID No. ********, *****. Please note that the consumer has submitted a complaint to our regulatory agency, therefore, we will no longer be responding via the BBB channel. Please let me know if you have any questions.

  Thank you,
  

  ******** *******
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 11/19/2024

  Its over and Im relieved!!! Thank you for your help!!!! Best regards ***** Baird 

• Initial Complaint

  Date:09/29/2024

  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.

  Oregon Community Credit Union's Outdated Security Measures Repeatedly Impede Account Access I am writing to express my frustration with Oregon Community Credit Union's outdated security protocols that consistently create barriers to accessing my funds and managing my account.Recently, the online banking system was unavailable for four days, leaving customers with no way to check balances or transactions. Additionally, the requirement to call and speak with a representative to add a card to mobile banking is antiquated and inconvenient. I have never encountered this practice at any other financial institution. Even after following their procedures, my attempts to add my card were repeatedly denied without explanation.This latest incident is merely the latest in a string of illogical and frustrating experiences. Security in banking is essential, but ****'s approach is overly restrictive and hinders basic functionality. It is unacceptable that I am regularly prevented from using my own cards and money due to these archaic practices.I will be switching to a bank that prioritizes both security and customer experience. In today's world, technology should empower account access, not create unnecessary hurdles. I hope **** will take steps to modernize its systems and processes to provide the level of service its customers deserve.

  Business Response

  Date: 10/01/2024

  Hello,

  Please find attached OCCU's response to Complaint ID No. ********, ********. Please let me know if you have any questions.
  

  Thank you,
  

  ******** *******
  Oregon Community Credit Union
  VP of Regulatory Compliance

• Initial Complaint

  Date:06/14/2024

  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.

  ***************************, a member of OCCU purchased a training seat with my company, Defensive Firearms Instruction. I have a VERY CLEAR no refund policy. *************************** failed to show for the training he ourchased for $250. He then filed with OCCU to challlenge the oayment of $250 that was paid for services rendered. His registration and receipt clearly state that there are no-refunds.Youve received the following order from ***************************:[Order #*****] (May 7, 2024)ProductQuantityPrice Oregon DPSST Unarmed Security Certification near ******************** Booking #***** Paid May 11, 2024, 9:00 am 1 Persons 1$250.00 You have been enrolled in the Oregon DPSST Unarmed Security Certification Course LOCATION:Defensive Firearms Instruction Headquarters *************************************** What To Bring:-Valid form of government issued Photo ID -Notepad -Pen -Lunch, snacks, and drinks Live firearms and ammunition are not permitted during the course.Required Gear (For optional Handcuff Course):- Handcuffs*- Handcuff pouch*- Handcuff key*- Duty belt for the handcuffs/pouch - Comfortable clothing - Shoes with good lateral support *You can purchase these items directly from the official ASP website before attending the course.*Rental gear is available with advance notice for an additional $15.Students are required to show up on time. If for whatever reason you are going to be late, contact us directly at ************ as soon as possible.All classes are non-refundable, if you have a scheduling conflict we can move you to the next available course upon request.Subtotal:$250.00 Payment method:Pay with Debit or Credit Card Total:$250.00 Order Notes There are no notes for this order yet.Billing address *************************** ************************************************************ ********** ************************ OCCU sided with their customer who failed to owner his ourchase cointract with ut. I want my $250 back!!!!

  Business Response

  Date: 07/08/2024

  Hello,

  Please find attached OCCU's response to Complaint ID No. ********, ******. Please let me know if you have any questions.
  

  Thank you,
  

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

• Initial Complaint

  Date:05/06/2024

  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 just paid off the remainder of a car loan and there has never been a missed payment. OCCU reported the payoff to the credit bureau and also added a 120 day delinquent notice. My credit went from 840 to 620 overnight. My personal bank sent me an email that my cred has faulted significantly due to a delinquent charge. I called OCCU and the first rep. told me there is no delinquency on my account and it must be the credit bureau's fault. They said I need to deal with it and file a dispute. I called back and asked for a manager. I had to press them but eventually I was told that they have a software glitch that created this issue for loans paid off in April. All they can do is send me a letter that it was an error and it will take 30 days for them to update the credit bureaus. The problem is I now lost over 200 points on my credit score and I have a mortgage application to file in a week. There is no excuse for this and I should not have to file disputes for their errors.

  Business Response

  Date: 05/10/2024

  Hello,

  Please find attached OCCU's response to Complaint ID No. ********, Zima. Please let me know if you have any questions.
  

  Thank you,
  

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21673060
  
  I am rejecting this response because:
  

  The long term effect from this false delinquent payment reporting will not be known immediately. I was told OCCU will update my credit report in 30 days, but this does not prove that the 3 credit agencies will completely remove this from my history. I would like OCCU to have all 3 credit agencies send me a letter as to how this was handled. This letter should acknowledge that this was a reporting error and that this delinquency will not show up on any credit searches going forward. Additionally, they should show that my credit score was restored to what it was in mid April of 2024.

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

  Business Response

  Date: 06/11/2024

  Hello,

  Please find attached OCCU's response to the rebuttal for Complaint ID No. ********. Please let me know if you have any questions.
  

  Thank you,
  

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 06/12/2024

   
  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:04/22/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Auto loan for 74 months original amount was ********. I have been paying on this for 10 years now with the balance over ********0 now. About 4 months ago I'm offered a settlement due to no longer being able to work or do not have an income and they fact that I have paid the original amount of the loan and over ***** in fees and interest. They acknowledged the receipt of the offer but didn't respond with acceptance or denial. I explained they needed to come get it then as I have been paying for 10 years and it should have been paid off long ago. They waited several months before coming to get it and a month before they came to get it they added over $1300.00 to the total loan for auto insurance coverage. This is the definition of a predatory lender. I want them to adjust it to paid in full and my credit report to show as such.

  Business Response

  Date: 05/01/2024

  Hello,

  Please find attached OCCU's response to Complaint ID No. ********, ********. Please let me know if you have any questions.
  

  Thank you,
  

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 07/06/2024

   I wanted to update you on the case number #******** in regards to predatory lending and questionable practices of Oregon Community Credit Union. 
  
   Yes, ***** from OCCU did finally reach out to me and her response was..." I am sorry, we are going to cancel the loan and return your vehicle, but we had it deemed totalled. Years ago, we discontinued the policy that created the issue you are going through now and your account went unnoticed until you filed a complaint.  I will get back to you next week"
  
  I let her know that I would like a print out of the total amount paid towards the loan including the extra 4 years worth of payments and the insurance payout that they received by having it deemed totalled.  I have not yet received another response and the vehicle has not been returned,  however credit report does show that the credit Union closed the loan. 
  
  I have paid an extra $8,640 on the life of this loan and now the title shows totalled.  I want the extra payments and the value of the vehicle (KBB $1447) refunded to me with the payout from the insurance.  ************* that they put on the vehicle and added the premiums to our loan amount.  They added the insurance because a month after I asked them to come get it I canceled the insurance on it. Because I told them to come get the vehicle after they did not respond to our settlement offer.  Then a month after I canceled the insurance, they added their own but as I said they added the premiums to our loan amount.  
  
  I believe every step of this that the bank has made has been very calculated and intentional.  It is now July 6th 2024 and their original response back was  first week in May . I have been very patient in the matter. I would like this resolved without having to pay the retainer towards the attorney that I have consulted.  
  
  Thank you for your assistance,
  
  ****************************;
  

   

  Additionally,

  The gentleman whom came to tow it away questioned me in regards to all the parts like suspension and others on the vehicle as he wanted to use the parts from mine fir another.  I believe that they might not be able to return this vehicle as it may have already been parted out.

  Business Response

  Date: 07/16/2024

  Hello,

  Please find attached OCCU's response to the rebuttal for Complaint ID No. ********, ********. Please let me know if you have any questions.

  Thank you,

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21607138
  
  I am rejecting this response because, I have not retained legal representation.  If I had I would not be reaching out to BBB or CFPB to help with mediation on a resolution. I have however, emailed *******************, director of indirect lending, at OCCU 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/09/2024

  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.

  Phone operator directed me to use online payment which used two months of payments and applied to principal resulting in nonpayment for the following month even though I was paying it early. This caused a whole year of 30 day late payments.

  Business Response

  Date: 04/25/2024

  Hello,
  

  Please find attached OCCU's response to Complaint ID No. ********, **********. Please let me know if you have any questions.

  Thank you,
  

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21549358
  
  I am rejecting this response because:

  No attempt to resolve the issue has been made by OCCU. No phone call has been made, no voicemail has been left and no email has been sent. The statement that OCCU has been in communication directly with me is false.

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

  Business Response

  Date: 05/07/2024

  Hello,
  

  Please find attached OCCU's response to Complaint ID No. ********, **********. Please let me know if you have any questions.
  

  Thank you,

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

   

• Initial Complaint

  Date:03/27/2024

  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.

  They raised my monthly car/truck payment, claiming I didnt have insurance. Ive provided them with proof of insurance and full coverage the entire time Ive owned the vehicle and financed through their business and yet they will not refund my money or put my payment back to its original amount Been over a year !I have emailed them Proof of coverage on more than one occasion Multiple phone calls and conversations !

  Business Response

  Date: 04/08/2024

  Hello,

  Please find attached OCCU's response to Complaint ID No. ********, Rose. Please let me know if you have any questions.

  Thanks,

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21497267
  
  I am rejecting this response because:

  ive been in contact with this company, and my insurance company has been in contact with this company close to a dozen times with no resolution and practically no effort,This is just a another brush off.This has been going on for over a year ! They recently sent me another letter saying I was uninsured and theres been no change at all in my insurance coverage !!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/24/2024

  Hello,

  Please find attached OCCU's response to the rebuttal.

  Thank you,

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance

• Initial Complaint

  Date:03/25/2024

  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 paid the amount regularly due on my auto loan. The payment was returned. I made the payment in full before 30 days had passed. I have since paid the account as promised as well. They are currently reporting my account as ***** and 90 days passed due. When I call them they are rude and refuse to explain why my account is being reported this way and claim they are not allowed by law to correct it.They also charged me over $2,000 for a few months of insurance when the vehicle was non-running and covered under my homeowners policy while parked. They claim that wasn't good enough coverage even though the vehicle was not being driven. I have asked for a copy of the policy I am being charged such an outrageous price for and they have refused to provide it stating no such document exists. When I push and insist there must some documentation to support what they are charging me they again get very rude.I have made multiple phone calls over the last few months with no results.

  Business Response

  Date: 04/05/2024

  Hello,

  Please find attached OCCU's response to Compliant ID No. ********, *******. Please let me know if you have any questions.

  Thanks,

  *******************************
  Oregon Community Credit Union
  VP of Regulatory Compliance