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:01/01/2023

  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.

  I wanted to pay a bill through the app. I put in the information to pay my **** bill for $2,000 but when I pressed complete, it was very slow to respond and I finally got an error message. I looked at place where pending bill pay was listed and it showed the previous bill for 100 to ******* as having gone through but nothing listed for the **** bill. I tried 2 more times with the same response. I logged off and back in to the site and tried again. This time I received a successful response. Later that evening, I checked the website and it showed 4 withdrawals for a total of $8,000. The bank had to pull from the overdraft account and my savings account in order to cover these 4 payments. I tried to cancel the bill pay but there was no option to do this so I sent a message. I waited for the next day when I knew the call center was opened and called to explain the situation since I received no response to my message. I explained the situation to a person named ******* and after waiting on hold for 30 minutes he told me I would have to call my **** company to deal with it. He was not helpful at all. I called USAA and they told me they didnt understand why the credit union had not canceled the payments since they had not received anything and they had just been made. I will have to call USAA again in a few days and start the process to reverse the payments which will take about 10 days. Im lucky to have savings which I had to transfer to pay the overdraft account and into my checking account to cover my upcoming mortgage payment. If not, I would be looking at many late fees. I still ended up with a fee on my overdraft account and have so far spent 2 hours of time to solve their mistake.

  Business Response

  Date: 01/04/2023

  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: 01/05/2023

   
  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.  My hope is that this never happens again to another member but if it does, they have a protocol in place to lessen the impact and harm it creates for the member.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/22/2022

  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've been a member at OCCU for 2yrs and never had an issue. I was a proud to be a member of a great credit Union. Boy was I completely wrong. This credit union locked my account after they said there was fraud on my account. Upon contacting them on 12/5/22 to get info I was accused of Depositing 2 checks at their shared branch on *********** in ******. When I asked if they could show me their video feed cause I never been to that branch, the lady from the bank stated that the 2 checks were deposited using my ATM card. I told the lady I don't have an ATM Or Debit Card, she then stated now they they were deposited through the mobile banking app and then asked me if I gave anyone my account number and Routing Number. I stated of course have. Yo apply for loans outside the State or to set up Bill pay, etc it's required to include my account and routing number so that bills can be deducted automatically or loans can be wired into your account. The lady then I was wrong that approved loans the lenders send out checks to customer to cash. Then stated because I gave my account and routing numbers out and admitted doing so that I'm liable for these checks that were deposited into my account on the date of 11/29/22 and a hold was put on them until Monday 12/01/22 when my credit union cleared the hold and automatically withdrew money make a payment towards my loan with them. I didn't even know their were checks deposited in my account until 12/5/22. My account stated locked. I received a letter on 12/8/22 that had copies of the 2 checks and a letter dated on 12/1/22 that the checks were returned and the funds were reversed . I went to the branch the next day to make a withdraw out of my savings. After the teller told me my balance and I asked to withdraw some money, she stated that she had to talk to a manager. The manager came up to me and tells me to wait in the lobby while they make a phone call.l. I wait 5 or so minutes and the manager comes up to me tells me there isn't any money in any of my accounts and stated " They took it". I asked took my money and said you or they cannot take my money cause it's Illegal. He tells me to wait a minute. A few minutes later comes up to me again and says it is out of my hands, hands me a cease and desist letter, says he cannot talk to me anymore, the investigation is over and decided and I need to leave the bank. It's now 3 days before Xmas, 12/22/22, my account is still locked, my money not returned to me, and today I get a letter in the mail from OCCU saying a recent request by me on a charge on 10/28/22 that was already resolved and closed in my favor on or around 11/10/22. The letter states they have determined that no error occured or that an error occured in a different amount that was described by me and as of 12/23/22 the provisional credit was reversed and my account is has a negative balance. The amount I described is another lie cause I'm when you file a dispute the amount is looked at on your banking history. So now I'm apparently filing disputes on closed disputes that are taken over the phone based on actual amount charges gone over with fraud department looking at my bank statement to verify actual charges, but I disputed more than the charge shown on the Statement. So to conclude my credit union has stolen everything I had in my savings account, stole my money from a personal loan that I am now behind on my payments with which has effects on my credit score to now I owe them money, overall forcing me to accept there wrong doing not only illegally, but right before Christmas, as well as the steep increase on food and gas prices due to inflation with no regards to the financial Hardship burdon they have forced me to live through including my electricity being turned off and it being ********************************************* effect. So yes l would I recommend this Credit Union be permanently shut down by the national government as well be forced to pay out punitive damages to myself and who knows how many others.

  Business Response

  Date: 01/04/2023

  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: 01/05/2023

   
  Complaint: 18631087
  
  I am rejecting this response because:
  

  They have been telling me the same thing since December 9,2022. They stole my money out of my savings account after accusing me of Depositing bad checks 1st through walking into a shared branch which when I asked to make an appointment to show me the camera footage . 2nd. ****** changed her story from walking into a shared branch to I deposited these checks through the **** When I responded that I don't have an ATM or Debit card she changed her story again to 3rd. Saying that I deposited through mobile banking in which there is no record of the transactions on my mobile banking account. She then stated that because I gave my account number and Routing number that proves that I was lying. When I asked her how I was lying, she stated that because I gave that info out , I'm responsible. When I argued that she was  incorrect because to access my mobile banking you need to have my password and username. She wouldn't accept what I was saying and to this day has kept over $940.00 from my savings account that wasn't even the same account that the fraud they claim I did. They just plainly stole everything out of my savings account and kept my account locked and now are sending me letters from disputes from 5mibths ago that were finalized saying that with my recent inquiry as if I recently submitted a claim which they know I haven't, their reopening claims from the past that were cleared and now saying that their are errors  and more money will be debited from my account. I've been with them for over 2years with no problems and then this c*** all of the sudden putting me behind on rent, electricity being shut off for nonpayment, etc. They just do not care. 
  Sincerely,
  
  *************************

  Business Response

  Date: 01/25/2023

  Hello,
  

  Please find attached OCCU's second response to Complaint ID No. ********, *************************. ****** has submitted a complaint to our regulatory agency, where we have responded through that channel. Please let me know if you have any questions.
  

  Thank you,

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

• Initial Complaint

  Date:10/07/2022

  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 received a phone call from this business about my auto loan on or around September 28, 2022 regarding auto insurance on my loan. This phone call was stating they added collateral damage insurance to my loan and to reach out to them if this was done as a mistake. On May 29, 2022, I traded in my *** for another *** and contacted insurance in order to switch from the old vehicle to the new vehicle. However, I would later find out that this switch did not get pushed all the way through. On June 10, 2022, I would receive heart surgery and suffer a stroke three days later. It wasn't until after recovery that I checked my bank account and realized that I was still being charged the rate for my previous ***. At this moment, I called to inquire about the switch to discover there was some miscommunication and completed the switch. They did not place the collateral damage insurance on my vehicle until nearly 2 months after this switch. I reached out to them explaining that I have insurance on my car and provided the information. The insurance was placed August 1st, about two months prior to this phone call and that was verified on both ends. However, they are still charging me a ONE TIME charge of ******** for the collateral damage insurance. I explained to them that the only reason it took an extra month to switch over the insurance from my old vehicle (which I was still paying on) was due to the fact that I had heart surgery and suffered from a stroke and I did not realize that the quote did not fully go through until after recovery. They are telling me this amount will automatically come out of my account when my payment is due, even though I do not have this amount available. There is absolutely no way that 2 months of insurance costs *******, and every time I call to dispute, the phone disconnects. There has got to be some way to resolve this issue.

  Business Response

  Date: 10/17/2022

  **** is in receipt of complaint ID ******** submitted on behalf of *****************************. We appreciate the opportunity to review and respond.
  
  OCCU contacted ********* on Oct. 11, 2022 to discuss their situation.
  
  In response to the hardship the member is facing, we provided a courtesy credit of $1000,changed the payment date to start in November, removed the pending payment increase and small premium. Insurance for the vehicle is current. The remaining ******************************* is $302.
  
  ********* was extremely grateful for these actions taken by OCCU.
  
  OCCU is evaluating if any staff training opportunities are needed.

• Initial Complaint

  Date:08/25/2022

  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.

  ******* REFUNDED ME $24.99 FOR A RETURNED LIFE JACKET. But the 2nd life jacket I returned at the same time at the same price was refunded me back also from ******* but OCCU will not return my money to the credit card. OCCU refunded me the first 1 ok but have lied to me more than 10 times including supervisors, reps and managers about the status of the 2nd refund. I have spent 5 hours in the last few months with these people by phone and have gotten 10 different answers. After today's hour they said no.

  Business Response

  Date: 09/02/2022

  OCCU is in receipt of complaint ID ******** submitted on behalf of ***********************. We appreciate the opportunity to review and respond.

  
  OCCU reviewed the account and determined that a refund will be given. This transaction was processed on Aug. 31, 2022. A representative contacted ****** to share this information. ****** was satisfied with this resolution.
  
  Sincerely,
  ***********************
  Risk & Administration Manager

  Customer Answer

  Date: 09/02/2022

   
  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:06/21/2022

  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.

  I financed a vehicle with this nefariously corrupt and predatory lender during the summer of 2019. I removed insurance and stored the vehicle during January if 2022 as the vehicle was being marketed for sale.I was never notified by the lender that they had placed a $1500 insurance policy on my vehicle in April of 2022. until I went to sell it in on 6/18/2022. I was issued a warning but never given information of a back dated policy or the amount.The representative verbally told me that in order to get the $1500 removed I needed to update my insurance with valid coverage and that unless I did so the sale of the vehicle wouldn't instigate a mitigation of the policy they purchased. That they would keep the entire $1500 unless the policy was updated.I asked her if doing so would result in a full refund of the $1500 and she said yes. So I acquired another policy for $180.When I called back to get the $1500 removed with the updated policy the back pedaled and said that they were back dating the policy back to January and prorating it. Not back to April when they initiated coverage. They said they would issue a $900 credit even though the policy was enacted just two months earlier.I want the $180 I was forced to pay for a new policy in order to get the lien policy removed and I want the pro-rated penalty removed as was verbally stated by the rep on a recorded call 6/18/2022.

  Business Response

  Date: 07/01/2022

  OCCU is in receipt of compliant ID ******** submitted on behalf of ***********************. We appreciate the opportunity to review and respond.
  
  *********************** was charged $1539 when a collateral protection insurance policy was added to their account/loan. ****** did purchase insurance on their own and was refunded $915, the prorated amount,leaving a remaining premium of $624. During the investigation of this complaint, OCCU learned that our collateral protection insurance vendor was the party our member spoke with and who said ****** would receive a full refund.OCCU is working with our vendor to issue a refund of the $624 to our member. It was determined that ****** would not have been eligible for the refund without purchasing the insurance so the additional $180 will not be refunded.
  
  Sincerely,
  ***********************
  Risk & Administration Risk Manager

  Customer Answer

  Date: 07/07/2022

   
  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,
  
  ***********************