Complaints

This profile includes complaints for Coastal1 Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Coastal1 Credit Union has 19 locations, listed below.

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  Coastal1 Credit Union

  1200 Central Ave Pawtucket, RI 02861-2200

• 

  Coastal1 Credit Union

  660 Warren Ave E Providence, RI 02914-1410

• 

  Coastal1 Credit Union

  84 Old Tower Hill Rd Wakefield, RI 02879-3724

• 

  Coastal1 Credit Union

  405 Warwick Ave Warwick, RI 02888-1344

• 

  Coastal1 Credit Union

  96 Independence Way Cranston, RI 02921-2044

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:01/19/2025

  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 mailed a payment in December. They said they did not get it and after giving extra time I see that it was not cashed. I understand that my payment is now late. I have tried MULTIPLE times to contact them via phone, as I have an issue that they say can't be resolved, to set up an account on line. I have called to make the late payment as well as the payment that is due 1/20 and the phone lines are not allowing calls to go through, must speak to a person, unable to find my account, or unable to take a payment over the phone. I have tried calling several times, each reason listed above is a reason or repeat reason as to why can't make payment.I see that more fees are added and they have hurt my credit score as a result of late payments. I have tried to fix it but the phone calls are not going through. when I called during business hours I get the same audtimated message as they are not able to handle the call at this time. I am a teacher and can't leave my classroom for long periods of time. I am asking for help to get the creidt score report removed and help me make the connection to be able to pay my debt.I have made mutiple payments via phone with no issues in the past and the last 2 months have been awful. I have tried to fix this myself and am getting no where.

  

  Business Response

  Date: 01/22/2025

  Good morning,
  
  According to our *********************** there has been numerous attempts to get in touch with you since June 2024, which is when the actual last contact was made.  Please call our AVP of Collections at the direct line of ************ to review your current situation.
  
  Thank you

• Initial Complaint

  Date:10/22/2024

  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 am writing to urgently address the errors on my credit report caused by the unauthorized sharing of my personal information with credit bureaus. This situation has caused significant financial and emotional *********** outlined in 15 USC 1681 Section 602, I have the right to privacy regarding my financial information and expect it to be handled confidentially.Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency is not allowed to disclose account details without my explicit consent, which I have not provided.The discrepancies tied to COASTAL1 have negatively impacted my financial situation, and I am requesting immediate correction.I also draw attention to 15 USC 1666(b), which prevents creditors from treating credit card payments as late under certain conditions.For your reference, my account details are as follows: Account Number: 9091****I request a thorough review of my account and immediate correction of the inaccuracies to ensure compliance with federal regulations.Failure to address this promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,***** **********

  

  Business Response

  Date: 10/22/2024

  Hi, thank you for your inquiry,
  
  Please note that the Better Business Bureau is not a proper channel to dispute credit history.  To dispute an entry on a credit report, you will need to either
  
  a) contact one of the three credit bureaus directly with your complaint, which will then be forwarded to Coastal1 or
  b) write your complaint directly to us and send via U.S.mail to our address at ******************************************************************************* 02861. 
  
  Regarding reporting credit history to the bureaus, we are required by law to do so and customers do not have an option to opt out of that.
  Thank you.

• Initial Complaint

  Date:08/24/2024

  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.

  To Whom It May Concern:On August 23, 2024, I walked into the Coastal1 Bank located on ********************* in **************** area. While speaking with ******** about the constant, and on a weekly basis, out of service ATM, she became extremely unprofessional and began speaking in ghetto terms to me, a customer. ******** told me I did not matter as a customer because she was the employee of the bank and she mattered more than me. She further exhibited some micro-aggressive behaviors by which I would think the bank would not tolerate. Due to ********* unprofessional and rude behavior I told her to please excuse me. On the way out of the bank I turned and asked the other employees for her name, and they told me it was ********. At that point I observed another employee approach the entrance where I was about to exit. I asked, Are you a manager here? She replied, Im the Assistant Manager. I asked, May I speak with you? She agreed to the conversation. I attempted to make her aware of ********* inappropriate behavior as an employee of a bank where I am a customer. But she was not interested. I asked for the corporate address. She gave it to me. However, upon the indignant experience I chose not to visit their corporate entity and to instead document my experience here. That all being said please note the Coastal1 Banks located in ***************, ************** and ********************** have been extraordinary in terms of their willingness to help me with all of my banking needs. The particular bank in this awfully experience does not exhibit my other beautiful experiences with Coastal1.

  

  Business Response

  Date: 08/27/2024

  This is in response to complaint #******** .  We apologize for your recent experience with us here at Coastal1. We do try to consistently deliver quality service, but occasionally we miss the mark. 

  The ATM at the ********************* branch is serviced daily which renders the machine inoperable for that period of time. We apologize for any inconvenience this may cause. One of our Regional Managers may reach out to directly to discuss the matter further. Thank you for your continued membership

• Initial Complaint

  Date:07/24/2024

  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 am writing to urgently address errors on my credit report caused by the disclosure of my personal information to credit bureaus, leading to significant financial and emotional distress.Under 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to remain confidential.Additionally, per 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not provided.The inaccuracies associated with COASTAL1 CU have harmed my financial standing and need immediate correction.It is also important to comply with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under certain conditions.For your reference, my account details are:Account Number: 9091****I request an urgent review of my account, prompt correction of the credit report errors, and strict adherence to federal laws regarding my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*******************************

  

  Business Response

  Date: 08/02/2024

  Hi, thank you for your inquiry.
  
  Please note that the Better Business Bureau is not a proper channel to dispute an entry on a credit report.  To file a credit dispute,you will need to either a) contact one of the three credit bureaus directly with your complaint, which will then be forwarded to Coastal1 or b) write your complaint directly to us and send via U.S. mail to our address at **************************************************************** 

  Regarding reporting credit history to the bureaus, we are required by law to do so and customers do not have an option to opt out of that.
  

  Thank you
  

• Initial Complaint

  Date:07/15/2024

  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.

  Closed and account over a month ago - no longer residing in state with a coastal 1 branch. Am due a refund. Had to call to be advised check was sent to an address I havent had access to in 2 years. Bank had me change address before refund issued. Still dropped ball and sent to wrong address. Now Coastal 1 is advising to wait and additional 1-2 weeks before they can stop the payment of check sent to the wrong address - thought he correct address was provided in advanced and on top of that an additional 1-2 for it to b received.. All in all Coastal 1 is advising because of their lack of following directions and taking ownership I would have to wait a total of 2 months from the date of closing the account to receive any moneys owed to myself.

  Customer Answer

  Date: 07/27/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 07/30/2024

  Dear ******************,
  
  Thank you for your inquiry with the Better Business Bureau.  We apologize for any inconvenience and confusion regarding the mailing address update.
  
  I can confirm Coastal1 has received back the check, in the amount of $10.48, sent to the previous address and we will now be mailing the check to your new Florida address of: *******************************************
  
  Thank you,
  ****

• Initial Complaint

  Date:06/02/2024

  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.

  On 3/18/2024 My spouse and myself; ***** and ************************* closed on a home equity loan for 90k. Within a few weeks of closing I began receiving fraudulent requests for contact via mail by a company called Lead Pros LLC with the information of my bank loan listed. I went to the bank and spoke with ****. He made copies of the documents and assured me they were not from Coastal 1 and that this would be looked into. Then last week 5/28, I received a letter from Coastal 1 with a copy of my subordination agreement and my check that I was advised by **** was needed to be made to the town of ******** for $49 for a recording fee when we closed. The letter stated that my check was "found" in the scanner in the loan servicing ***** and the subordination not recorded because it needed to be $51. Perhaps, this privacy information breach is the reason behind me receiving these fraudulent mailings as well.

  

  Business Response

  Date: 06/03/2024

  June 3, 2024
  Response to Complaint # ********

  
  Coastal1 Credit Union is unable to regulate who would have access to public information recorded at any City or Town, which causes persons to receive unwanted mail. 

  The check in question was returned by the town as it was not for the correct amount and was not cashed. Therefore, the check was returned to the owner.

  The document in question was recorded on April18, 2024 and is public record at the town.

  Coastal1 Credit Union will send a copy of the recorded documentation to the member for their records.
  

   

  Respectfully submitted,
  
  Coastal1 Credit Union 

• Initial Complaint

  Date:03/27/2024

  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 scheduled an automatic transfer to be transferred Friday 3/15 because an automated bill was to be paid that same day out of that same account. Coastal ********************************************* charged my account $35 because the bill presented at 7:15 am and they didn't transfer my money until 8:30 am. When I spoke to ****** from the call center, she told me they would not refund the $35 even though I had scheduled my transfer 4 days in advance. I asked to speak to a supervisor and ****** came to the phone and also refused to reimburse my money. There is a closing time for banks and my account should not have been charged unless it was passed that day closing time. In addition, my online statement does not show any overdraft transaction as all transactions were done the same business day. Please refund this arbitrary insufficient fund fee of $35.

  

  Business Response

  Date: 04/10/2024

  Better Business Bureau MA, ME, **, & **
  ************************************************************************
  ***********, ** 01752-4705
                                                                                                                                                  March 28, 2024
  
  Re: Complaint # ********
  
  This letter is in response to complaint # ******** filed by a Ms. *************************** received by Coastal1 Credit Union on March 28, 2024.
  
  In her complaint Ms. * alleges that Coastal1 incorrectly assessed fees to her account. Ms * stated that as she scheduled an online funds transfer prior to an external withdrawal hitting her account she should not have been assessed a fee. 
  
  Although the credit union recognizes that the timing of items and when they post to an account can be confusing this exact situation occurred the previous month and Ms. * was not only counseled on how she must schedule these to avoid an overdraft she was also given a rebate of the fee at that time.
  
  When Ms. * called in again to discuss this transaction, she was denied a further rebate as she was already counseled in this matter and the item presented was paid and not returned.  We welcome the opportunity to further counsel Ms. * in order to avoid overdrafts and can be reached through our call center or any of our branch locations.
  
  In the interest of maintaining a good relationship we will extend one final courtesy rebate of $35.00 to Ms. * in this matter.
  
  
  Sincerely,
  
  Coastal1 Credit Union
  
  

  Customer Answer

  Date: 04/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I sincerely appreciate Coastal's reconsideration and refund. 
  
  Kind Regards,
  
  *****************************

• Initial Complaint

  Date:09/28/2023

  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.

  At national/regional banks they give you a courtesy of two billing cycles in order to get your accounts going. Coastal1 gave me 4 weeks before they charged me a monthly maintenance fee. It was not disclosed that I would only have 4 weeks to change everything over as a new customer. If the woman who opened my accounts would have informed me, I would have informed her I work for a city and I get paid biweekly, and that it would probably take about two pay periods to get all paperwork in and get it all transferred over to their bank. However no conversation was had and a fee was charged. My second issue happened when I tried to pay my rent. Coastal 1 limits its new customers to $1000 a month, or something ridiculously low like that. My rent is $1500 in of itself and I send Zelle payments totaling $300-500 monthly. I had to go back to my big bank and open an account just to pay my rent on time. Third issue is that apparently the small credit Union does not process payments overnight so you wont see any direct deposits posted and no payments made until after the bank opens at 7am EST. I wake up at 5am everyday and need to buy coffee, if I dont receive the direct deposit, my card could decline. The latest issue today is when Im looking through my weekend purchases and I see I was charged a $35 fee. At no point do I see where my account balance said 0, the fee wasnt even in red, it blended in!! Not only did I get no text, no alert, or any indication that this was happening, I also didnt receive any mail correspondence yet. I called to find out why I received a fee and they informed me that a transaction I made hadnt cleared yet and they allowed a POS charge to go through. The woman informed me it doesnt matter if its negative for even a minute, theyll still charge me the $35. All these issues combined make this bank not worth the headache and I will be closing my accounts.

  

  Business Response

  Date: 09/29/2023

  In March 2023, Coastal1 Credit Union (Coastal1) changed our payment service provider.  During implementation to the new provider all members with automatic/recurring payments set up were notified of the change via the email address on file with Coastal1 and further instructed to re-establish any payments on the new system.  We have reviewed the payment history on this account and it appears that the member has provided the information and the payment has been set up in the new system as of September 29, 2023.  Someone from our ******************** has reached out to the member to ensure that the matter has been remediated.

  Customer Answer

  Date: 09/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **********************************

• Initial Complaint

  Date:09/27/2023

  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.

  Somehow my Checking Account has become unlinked from the Online Payment Portal as it's not showing as a Funding Source for making my monthly $544.15 car loan payment. I was told someone would contact me on Monday, here it is Wednesday with no response on how to get this fixed. I now have to mail a personal check every month. This happened back in March 2023 when Coastal1 switched to a new payment processing company.

  

  Business Response

  Date: 09/29/2023

  In March 2023, Coastal1 Credit Union (Coastal1) changed our payment service provider.  During implementation to the new provider all members with automatic/recurring payments set up were notified of the change via the email address on file with Coastal1 and further instructed to re-establish any payments on the new system.  We have reviewed the payment history on this account and it appears that the member has provided the information and the payment has been set up in the new system as of September 29, 2023.  Someone from our ******************** has reached out to the member to ensure that the matter has been remediated.

  Customer Answer

  Date: 09/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/06/2023

  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 1 Credit Union sometime in March 2023. I was notified that I needed to start a new account and set up auto-pay just weeks before the next payment was due. I called and started the process and I was not able to set it up. I paid the next payment over the phone, paying a $10 processing fee. I again reached out to Coastal I Credit Union to try to set up my auto-pay account. They told me to start the process over again. In the meantime, I had to pay the May 2023 payment with a $10 fee again. I still do not have an auto-pay account set up. I called ************ to try to figure this out. But, they said they only collect the money, they don't help set up anything. This has been an unnecessary hassle that I am trying to solve during my working hours. Their system for payments is not user-friendly and the staff answering calls are not helpful. The staff always refer me to someone else at a different number. I don't have time to sit on the phone during work.

  

  Business Response

  Date: 06/22/2023

  Coastal1 Credit Union has waived the late fee and processed a $20 principal credit to his loan as a refund of the two $10 processing fees.

  Someone from the Online ************* will be in touch directly with the member to assist in setting up his online account and recurring payments, if they have not done so already. If the member does not hear from someone in the next 5-7 days, he can reach out to me directly and I will put him in touch with the correct person to assist him. ( ************ or ********************)

  And for clarification, Pawtucket Credit Union did not "sell" to Coastal1 Credit Union, it was simply a name change to reflect its broader geographical reach. Coastal1 is still the same credit union it has been for nearly 100 years, just with a new name.