Credit Union
Coastal1 Credit UnionComplaints
This profile includes complaints for Coastal1 Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
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:06/06/2023
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.
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.
Initial Complaint
Date:09/20/2022
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.
I paid off my Motor Vehicle loan in person 8/12/22 at Coastal Credit Union in ***************, ************ (final payment). Account number ******** On 9/2/2022, I received an official letter (dated 8/12/22) postmarked 9/1/22) thanking me for using Coastal ******** Services - and stating following docs enclosed: 1) Paid Note 2) Satisfied Certificate of Title. The Original Title was not enclosed . I called 09/06/22 to ************ and spoke with ******** ***** in the Title processing area. The original Title was scanned in but either "sent to someone else -or destroyed," according to this person!! No apology , just that she will send for a "Duplicate Title" to the registry of Motor Vehicles in ************. She took my number and stated she will contact me when the "Duplicate Title " is about to be sent to discuss where she should send it!! As of 9/20/22 - No response or Duplicate Title has been received .Customer Answer
Date: 09/23/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I satisfied my loan commitment and expect a letter from Coastal Credit Union explaining that the ORIGINAL Title was lost/stolen/destroyed - from the Title Manager of Coastal Credit Union. If I make an appointment with the ********** of ***** Vehicles to get a duplicate Title - it takes 10 days ?
In any case, I will accept the the credit unions actions, providing I receive a letter immediately from the establishment that I have done business with for over 20 years .
I will be satisfied with a letter from the Company to my address of: **** Pawtucket Avenue; 2-Front; *************************: as stated above, and wait for the Duplicate Title . Thank you. *************************;
FAQ
Regards,******
Business Response
Date: 09/27/2022
Please see attached for response
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