Complaints

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

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• 

  Washington State Employees Credit Union

  2015 NE Kresky Ave Olympia, WA 98532-2308

• 

  Washington State Employees Credit Union

  1500 Fairview Ave E Ste 100 Seattle, WA 98102-3727

• 

  Washington State Employees Credit Union

  9540 Bridgeport Way SW Lakewood, WA 98499-2802

• 

  Washington State Employees Credit Union

  4245 Martin Way E Olympia, WA 98516-5353

• 

  Washington State Employees Credit Union

  7299 New Market St SW Olympia, WA 98501-6536

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:03/28/2025

  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.

  My parents have been banking with WSECU for over 20 years, and I have personally been with them for 23 years. After moving back from overseas and reviewing my transactions, I realized there was a transaction I didnt approve on my credit card. I called WSECU and asked to shut down my accounts. The lady I spoke to told me I didnt need to get a new routing number or account number since it was only my ********************** card that was affected. However, I insisted that I still wanted everything changed. I later found out that my savings account had also been compromised. WSECU did not conduct their due diligence during their fraud investigation; they acted like they couldnt do much or return my money. As a military service member and a loyal customer of the bank, I am disappointed. I can tell you this is one of the worst banks in Washington, and I wont be doing business with them in the future.

  Business Response

  Date: 04/08/2025

  Were sorry to hear that our service didnt meet your expectations. Please know that we are actively working to address your concerns.

  Customer Answer

  Date: 04/09/2025

   
  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:11/15/2024

  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.

  This bank is known for allowing people to be scammed and then siding with the scammer leaving you no option for dispute or appeal. They refunded parts giant for a faulty gas tank that was completely misadvertised and misrepresented. The amount of ******. WSECU is not an honest, repubutable or BBB accredited business. ***** *****

  Business Response

  Date: 11/19/2024

  November 18, 2024
  
  ***** *****
  P.O. Box 855
  Forks, *******; 98331
  
  Re:  Better Business Bureau **************************************** am writing in response to your recent complaint filed with the Better Business Bureau regarding a dispute you filed with WSECU for $350.44 involving a part you had purchased from ************** on 8/20/24. We take all complaints about our service seriously and were sorry to hear we missed the **** for you.
  For disputes such as these, we partner with **** to serve as a mediator between the merchant in question and yourself. Ultimately, this means **** makes the decisions on claim disputes.
  On 10/15/24, **** sent you a request for additional information regarding your dispute.  Additional information was not received by **** from you and subsequent supporting evidence from the merchant was provided to **** on 10/30/24, including information sent to you by the merchant, which included a return authorization number and a ***** return label for you to return the part to **************.
  The merchant reports you did not respond to this information and the part was never returned to the **************
  Due to lack of response by you and the supporting evidence that was provided by the merchant, **** has closed your dispute claim, siding with the merchant.  As the timeframe has passed for you to provide the needed information for them to conduct additional research into your claim, they are not willing to re-open it for review.
  We are sorry that the outcome of your dispute has resulted in this decision, but unfortunately, with ****s decision to close the claim due to lack of response, we are unable to provide any further assistance.

  
  **** *********
  Director of Fraud
  WSECU Fraud and Information Security
  ************

• Initial Complaint

  Date:09/19/2024

  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.

  WSECU requires customers to opt into their "courtesy pay" feature before linking external accountstwo Navy Federal checking accounts in my case. Opting into this so-called courtesy pay, which otherwise blocks any *** transactions, seems like nothing more than a cash grab, enabling WSECU to impose overdraft fees instead of simply denying the transaction.When you attempt to explain this to the female representatives at WSECU, their comprehension appears to falter. I had to point out that the website even provides a warning about this when trying to link accounts. Their reaction was as if their brains were malfunctioning, to the point where I had to hang up on the first representative. Her voice was excessively piercing, and she refused to stop talking, leaving no room for me to interject or explain my situation.I then reached a second representative, and when I requested to opt into the courtesy pay with a reduced limit of $1, she flat-out declined, claiming it had to be set at $100. This arbitrary and unnecessary requirement stands in the way of linking accounts, which is essential for the *** micro-deposit process.Perhaps this issue will reach someone in leadershiphopefully a male CEO or ****** can approach this situation with logic instead of "feelings" and grasp these simple concepts. I can explain the situation to these women all day, but I cannot make them understand it.If the WSECU responds without providing a full account of correspondence and solution here, I will reject the response and cite that it is unanswered/unresolved and it will continue forward. The company must provide an actual explanation and resolution.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22311884
  
  I am rejecting this response because:
  

  The individual that ***lied referenced a home equity loan -- of which I never complained about or did. The *** is clearly confused or did not do their research. This is not an appropriate or applicable response.
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/25/2024

  This is an updated version of WSECU's response: 

  Dear *** *****,
  

  Thank you for the opportunity to respond to a complaint filed with the Better Business Bureau. In the complaint you expressed concerns about WSECU requiring members to opt in to Courtesy Pay before linking external accounts.
  ********************** does not require members to opt in to Courtesy Pay before linking external accounts as an accounts Courtesy Pay status has no effect on the eligibility to link an external account.
  

  When we researched the interaction, you had with our ************** staff on 9/19/24, we found that we offered to review the steps over the phone, and you refused. We understand its difficult to troubleshoot over the phone, so we suggested you visit a branch, and you refused as well. Without your cooperation, we would be unable to assist you further.
  

  The information you were provided when you called back was correct. We are not able to opt you into the Courtesy Pay with a limit of $1. Our Courtesy Pay limits are automatically calculated based on the age of the account and the sum of deposits made to it in the last 60 days. They are subject to change monthly and you will be notified by mail if it changes. Your limit is also viewable from within online banking and is currently set at $100.
  

  Finally, we want to call attention to your offensive references made about our female employees in the complaint filed with the Better Business Bureau. While we understand you were frustrated, behavior such as this is inappropriate and wont be tolerated.Should this type of language surface in future interactions with WSECU staff, either in person or in writing, your membership will be closed.

• Initial Complaint

  Date:06/25/2024

  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 recently became a member and got approved for a personal line of credit.I frequently logged into the app or website via browser. Just recently, I downloaded the brave browser app and logged in multiple times due to a connectivity issue. I wanted to read more of the consumer policy information I received and any additional fine print regarding my loan.Later that day, my online banking was no longer accessible. I contacted them first thing in the morning thinking I did something against policy promoting the online banking lockout. I was advised by someone named ******, there were multiple logins from multiple states I do not reside in. I was told to get my phone cleaned and go into a branch with 2 forms of ID. Upon hanging up, I immediately contacted ******* and was told the Brave browser app I downloaded and used to access the website login was a VPN (Virtual Private Network) Thus, the ip addresses will scramble with each login. At that point, I felt relieved.I contacted WSECU with the news. I was still told to go into the branch with 2 forms of ID.At this point, I am frustrated. I am heading to ******** in less than 3 hrs and obviously have no time to stop at a branch and show them my forms of ID. Why? During the process of establishing membership, I have provided identication. Also, during the loan approval/processing, I provided more identifying documents to receive my approval. They have multiple identifying documents. WHY DO I NEED TO GO IN? I NEEDED THE LINE OF CREDIT TO HELP WITH FUNERAL COSTS OF A FAMILY MEMBER OF MINE WHILE IN ********. I NEEDED AN EMERGENCY LOAN FOR A REASON! I DONT FEEL LIKE IT WAS ANY OF THEIR BUSINESS WHICH IS WHY I DIDNT DISCLOSE THIS ER FUNDING REASON INITIALLY. I AM SO UPSET. I KNOW AM FLYING OUT TO ******** MINUS MY PORTION OF PAYMENT FOR MY GRANDMOTHERS FUNERAL/BURIAL/ HEADSTONE COSTS. HOW WILL I EXPLAIN THIS TO MY FAMILY!!!!!!????!!!I AM SO UPSET! I APPLIED ONLINE, GAVE YOU WHATEVER DOCUMENTS NEEDED AND NOW THIS??

  Business Response

  Date: 07/01/2024

  Please find our response attached. 

  Thank you!

  Customer Answer

  Date: 07/01/2024

   
  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,
  
  *******************************

  Customer Answer

  Date: 08/02/2024

  To provide context, I recently obtained a personal loan from WSECU to manage expenses related to my grandmothers passing, including funeral costs and the effort to keep her home in the family. I supplied all required identification and documentation for this process and have been fully compliant with all requirements.Unfortunately, while I was handling these important matters in ********, I received notice that my account was locked for "protection" without my prior consent or understanding of why this step was necessary. The agent who placed the freeze on my account informed me that I must visit a branch in person with two forms of ID to verify my identity, despite having already provided this information. Given my current situationdealing with grief, estate matters, and managing finances in a different stateI am unable to visit a branch in person. This restriction has left me without access to my funds during a critical time, significantly compounding my stress and difficulties. I kindly request the following actions be taken promptly: Immediate removal of the account freeze to restore my access to funds. Clarification on the rationale for the account freeze despite my prior identification and compliance. An assurance that such measures will not be taken in the future without clear communication and consent. I appreciate your prompt attention to this matter and look forward to a swift resolution. Sincerely ,

  Business Response

  Date: 08/08/2024

  Dear *******,
  
  Im writing in response to a complaint filed with the Better Business Bureau regarding your account being restricted due to suspicions of fraudulent activity.
  
  Firstly,I want to acknowledge the hardship of requiring you to come into the branch and provide ID during this difficult time. I understand why it could be confusing to be asked to visit a branch and provide ID after going through extensive identity verification for a loan application. After your first request, we were able to remove the restrictions on your account without requiring you to visit a branch. Since that time there has been additional activity on your account that required us to put those restrictions back in place.
  
  Regarding the activity that caused us to reimplement the restrictions, we have seen log in activity from Washington, when you stated you were in ********. You have stated that a transaction with Affirm CRB was fraudulent, and then subsequently stated that it was not fraudulent. You have also attempted to open a new account with the same information. Due to these circumstances, we will not be able to lift the restrictions on your account until you come into a WSECU with two valid forms of identification.
  
  While I understand that this may present a hardship, this requirement is designed to protect our members and their accounts from any potentially fraudulent activity. We ask for your understanding as we look to achieve a strong balance between security and service. We look forward to assisting you when you are able to visit us in a branch.
  
  Regards,
  *********************
  Manager,Member Service
  WSECU Contact Center
  ************

• Initial Complaint

  Date:05/19/2024

  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.

  Dear Sir/Madam, I am writing to urgently report a persistent and concerning issue regarding the Washington State Employee's Credit Union (WSECU), and TransUnion. Despite repeated attempts to rectify inaccuracies on my credit report, specifically pertaining to two former accounts with **********************, the situation remains unresolved and continues to negatively impact my creditworthiness. The disputed accounts are as follows: Account 1: Revolving ********************** Account Status: Charged Off/Closed Reporting Last Payment: 09/2018 It is deeply troubling that despite being reported as "charged off," this account is also reflecting a payment made in September 2018. This inconsistency is highly inaccurate and misleading. Furthermore, the date of first delinquency on this account is incorrectly reported as 8/2017; it should be accurately stated as 04/2017. As per the statute of limitations, which is typically seven years, this WSECU account should have aged off by now. However, they are continuously being extended due to erroneous reporting, including a false last payment date of 09/2019 on the second account. ********************** has taken the extreme step of placing a temporary update restriction on TransUnion, indicating their refusal to update the records accurately. Despite my repeated disputes, WSECU has failed to provide any updated information, and the credit bureau is now reporting "no data" as a result. This situation has become untenable, requiring immediate intervention to ensure compliance with consumer protection laws and fair credit reporting practices. I implore your office to launch a thorough investigation into WSECU's reporting practices and the handling of my dispute by TransUnion. Additionally, I request your assistance in rectifying the inaccuracies on my credit report and restoring the integrity of my credit profile. Enclosed with this letter are copies of relevant documentation, including correspondence with WSECU and credit bureau dispute responses, for your review and reference.

  Business Response

  Date: 05/22/2024

  
  May 21, 2024
  
  *******************
  ************************************************************************************************
  
  RE: Account Number: ******* Loan ** & **
         Better Business Bureau Complaint: Case 21732903
  
  Dear ****,
  We are responding to your complaint with the Better Business Bureau (BBB) regarding the reporting of your loans to the credit bureaus. Your letter and supporting information have been carefully reviewed by WSECU, and we hope to provide some clarity.
  Regarding your auto loan, you allege that the date of delinquency reporting with Equifax, April 2019, is incorrect and should reflect April 2017. However, the loan was current in April 2017. There were a series of delinquent months. The last 30-day delinquency before the charge off occurred on 04/30/2019. The vehicle was repossessed on 08/03/2019, day 95 of delinquency. The vehicle was sold at auction, and the proceeds were applied to the loan. The loan was not paid in full by the sale proceeds and attempts to reach you regarding the residual balance went unanswered. The loan charged off in October 2019. In accordance with the Fair Credit Reporting Act, this loan will be purged from your credit report in April 2026.
  You go on to dispute the last payment date on the loan and ask how a charged off loan can have a payment reporting inaccurately and what the actual last payment date is. The payment history profile you shared shows the loan going from a repo status to a charge off status. The profile reflects the loan status each month and does not show that payment was made. The last payment date you dispute is the date the repossession auction proceeds applied to the loan. 
  Additionally, you question why there is not a close date reporting for your loan. Because the loan is an installment loan with an outstanding balance, it is not closed. The loan will be reported as closed when the balance has been paid.
  Regarding your line of credit, you again state the date of delinquency should be April 2017. The loan was current in April 2017, and there were no late payments before August 2017. The loan charged off due to delinquency in November 2017. Several payments were made after charging off, which allowed for continued services with WSECU, brought the owing balance down, and updated the balance, the amount past due, and the last payment date on your credit report, but did not change the loan status.The last payment made on the loan was on 09/07/2018. In accordance with the Fair Credit Reporting Act, this loan will be purged from your credit report in August 2024.
  WSECU expired the credit limit/closed the loan to further purchases due to delinquency on 09/05/2017.This information is reported accurately to the credit bureaus. The loan remains open for payment with a charged-off balance owing.
  We have not restricted any updates to TransUnion or Equifax. WSECU provides monthly updates through the monthly file that goes to each bureau and in response to the numerous disputes submitted each month indirectly through the credit bureaus. You can contact each credit bureau to determine why they may have removed tradelines. We have not removed any tradelines associated with WSECU loans.
  We understand, wanting to improve your credit and be in the best position to achieve your financial goals. We would be happy to discuss your account and look for ways to help you work toward those goals.Don't hesitate to contact one of our ******************* Coaches to explore ways to improve your credit. The coach can be reached by calling ***********************, or by emailing ********************************************.
  Sincerely,
  WSECU
  

• Initial Complaint

  Date:05/13/2024

  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.

  Dear Sir/Madam,I am writing to urgently report a persistent and concerning issue regarding the Washington State Employee's Credit Union (WSECU), Equifax, and TransUnion. Despite repeated attempts to rectify inaccuracies on my credit report, specifically pertaining to two former accounts with **********************, the situation remains unresolved and continues to negatively impact my creditworthiness.The disputed accounts are as follows:Account 1: Revolving ********************** Account Status: Charged Off/Closed Reporting Last Payment: 09/2018 It is deeply troubling that despite being reported as "charged off," this account is also reflecting a payment made in September 2018. This inconsistency is highly inaccurate and misleading. Furthermore, the date of first delinquency on this account is incorrectly reported as 8/2017; it should be accurately stated as 04/2017. As per the statute of limitations, which is typically seven years, both WSECU accounts should have aged off by now. However, they are continuously being extended due to erroneous reporting, including a false last payment date of 09/2019 on the second ****************************** has taken the extreme step of placing a temporary update restriction on both Equifax and TransUnion, indicating their refusal to update the records accurately. Despite my repeated disputes, WSECU has failed to provide any updated information, and the credit bureaus are now reporting "no data" as a result.This situation has become untenable, requiring immediate intervention to ensure compliance with consumer protection laws and fair credit reporting practices. I implore your office to launch a thorough investigation into WSECU's reporting practices and the handling of my dispute by Equifax and TransUnion. Additionally, I request your assistance in rectifying the inaccuracies on my credit report and restoring the integrity of my credit profile.

  Business Response

  Date: 05/17/2024

  May 17, 2024
  
  *************************
  PO BOX 1525
  ***********************
  
  RE: Account Number: ******* Loan ** & **
         Better Business Bureau Complaint: Case 21705360
  
  Dear *******,
  We are responding to your complaint with the Better Business Bureau (BBB) regarding the reporting of your loans to the credit bureaus. Your letter and supporting information have been carefully reviewed by WSECU, and we hope to provide some clarity.

  Regarding your auto loan, you allege that the date of delinquency reporting with Equifax, April 2019, is incorrect and should reflect April 2017. However, the loan was current in April 2017. There were a series of delinquent months. The last 30-day delinquency before the charge off occurred on 04/30/2019. The vehicle was repossessed on 08/03/2019, day 95 of delinquency. The vehicle was sold at auction, and the proceeds were applied to the loan. The loan was not paid in full by the sale proceeds and attempts to reach you regarding the residual balance went unanswered. The loan charged off in October 2019. In accordance with the Fair Credit Reporting Act, this loan will be purged from your credit report in April 2026.

  You go on to dispute the last payment date on the loan and ask how a charged off loan can have a payment reporting inaccurately and what the actual last payment date is. The payment history profile you shared shows the loan going from a repo status to a charge off status. The profile reflects the loan status each month and does not show that payment was made. The last payment date you dispute is the date the repossession auction proceeds applied to the loan. 

  Additionally, you question why there is not a close date reporting for your loan. Because the loan is an installment loan with an outstanding balance, it is not closed. The loan will be reported as closed when the balance has been paid.

  Regarding your line of credit, you again state the date of delinquency should be April 2017. The loan was current in April 2017, and there were no late payments before August 2017. The loan charged off due to delinquency in November 2017. Several payments were made after charging off, which allowed for continued services with WSECU, brought the owing balance down, and updated the balance, the amount past due, and the last payment date on your credit report, but did not change the loan status.The last payment made on the loan was on 09/07/2018. In accordance with the Fair Credit Reporting Act, this loan will be purged from your credit report in August 2024.

  WSECU expired the credit limit/closed the loan to further purchases due to delinquency on 09/05/2017.This information is reported accurately to the credit bureaus. The loan remains open for payment with a charged-off balance owing.

  We have not restricted any updates to TransUnion or Equifax. WSECU provides monthly updates through the monthly file that goes to each bureau and in response to the numerous disputes submitted each month indirectly through the credit bureaus. You can contact each credit bureau to determine why they may have removed tradelines. We have not removed any tradelines associated with WSECU loans.

  We understand, wanting to improve your credit and be in the best position to achieve your financial goals. We would be happy to discuss your account and look for ways to help you work toward those goals.Don't hesitate to contact one of our ******************* Coaches to explore ways to improve your credit. The coach can be reached by calling ***********************, or by emailing ********************************************.

  Sincerely,
  WSECU

• Initial Complaint

  Date:05/06/2024

  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.

  I have been a customer/member of ********************** since 2002, over twenty years. WSECU has taken good care of me, with this egregious exception. In November 2022, there were some stolen checks at my residence, and WSECU changed my checking account and checks. My account suffix went from "09" to "77". This was OVER one and one-half YEARS ago! WSECU told me I might have to tell its automated systems *which* checking account my inquiry was for for one and one-half years. That extremely long time is OVER! The phone system STILL demanded my input on which checking account TODAY. Every time I call and tell an agent, the agent says, "The automated phone system shouldn't be asking you for which checking account." I agree -- IT SHOULDN'T. However -- IT DOES. And NO EMPLOYEE at WSECU ever gets off their... office chair and FIXES it.

  Business Response

  Date: 05/15/2024

  May 14, 2024
  
  ***********************
  PO: 230991
  ********, OR  97281
  ****************
  
  Dear *******,
  First and foremost, we thank you for your 20+ years of membership here at WSECU. We strive to provide the highest level of service, support, and security for our membership. Any mention of dissatisfaction in member service is taken very seriously.

  
  This letter is in response to your complaint filed with the Better Business Bureau on May 6, 2024, ID# ********. Thank you for sharing your experience and allowing us to address your concerns. After reviewing the content of the complaint, I would like to share information on what occurred on your account regarding the prefix change, and what WSECU is doing to remedy this challenge you have experienced.

  
  As stated in the complaint, you reported stolen checks from your residence in November 2022. One of the standard safeguards WSECU implements in this situation is to change your account prefix to prevent fraud.As you specified in your feedback, our core system reports a change from prefix 09 to prefix 77. WSECU adheres to internal procedures in that we retain this type of change for three years after account closure. This gives our members the opportunity to reference any activity in that closed account prior to being permanently purged from the system. A drawback of maintaining this information specifically with our telephone banking system, is it requires our members must select which account prefix they are inquiring about, even when an account has been closed.

  
  We value your feedback and your experience when using our products and services and strive to make them as easy and timely as possible. To simplify your experience while using our telephone banking, we are partnering with our system vendor to explore options to purge that closed account earlier than scheduled. We are also in the process of researching new phone system options that allow us to retain closed account information while reducing the impact to member self-serving solutions, like telephone banking.
  Once again, we apologize for any inconvenience you have experienced with our systems. Your feedback reminds us to review all policies and procedures that affect our members and is very much appreciated. Thank you again for your membership with WSECU. We look forward to continuing our relationship with you. If you have additional questions, you can reach me at *********************.

  
  Sincerely,
  ***********************
  Manager, Digital Systems
  *********************************
  ************

  Customer Answer

  Date: 05/22/2024

   
  Better Business Bureau:
  
  Rejecting the business response would not motivate it to to shorten the time of forcing its customers to "select" an account suffix. But it shoudl shorten the time to one (1) year.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/29/2024

  Type:Order 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.

  So on feb. 7 i applied for a auto loan ** preapproved thru a counter offer that i agreed with and signed i then signed the master loan application the loan terms their where 5 documents now everyday i call and they are trying to change the terms stipulations when i already signed everything they even closed my account made a new one the gentlemen that i bought the car from had to send all his info a second time as well as i they even tried swapping the credit card loan with my auto loan trying to give me 500 instead of 1500 this is ridiculous its humiliating the man took the car off the market becuz i signed the title that he now has to pay for a new one im loosing work becuz of this s*** theyve ran my credit 3 times so my credit has went down over 50 pts so that screws my chanses now at other banks

  Business Response

  Date: 03/01/2024

  March 1st, 2024
  
  *********************
  ***********************************************************************
  
  Dear *******,
  
  We are writing in response to your consumer complaint to the Better Business Bureau regarding your recent loan requests with WSECU. We appreciate the chance to respond and review what happened. Were sorry that the process was not as swift, smooth, or clear as you wanted. We can understand how it caused a lot of frustration, as well as the inconvenience of having to work through the details multiple times. Here is the summary of all three applications received online:
  
  We received your initial online loan application for an auto loan purchase in the amount of $23,000 on February 7th, 2024, which was counter-offered due to limited credit and we provided an adverse action letter containing the stipulations that was needed to finalize the loan. One of the stipulations was POI-Most Recent Paystub within 30 days (If Self-employed-2 Years Tax Returns).Reviewing the loan application, we have spoken to you on multiple occasions in-person and over the phone on obtaining the necessary documents to verify your self-employed income. Due to the validity of some of the documents provided, we requested additional documents from you to satisfy this loan stipulation to successfully verify your income. In addition, the master loan application that you mentioned is a summary of the original information provided on the application and your intent to apply for the loan, this document does not guarantee a loan approval.  
  
  On February 17th,we received an additional application online for a credit card in the amount of $2,500. We counter-offered this loan for $500, due to limited credit. Due to a Credit Union error, the adverse action contained an erroneous amount of $1,500. WSECU granted the $1,500 due to the error and increased the same credit card from $500 to $1,500 and no-account closures were done in this process.
  
  On February 20th,we received an additional application online for an auto loan purchase in the amount of $23,000, which was a duplicate request from the original application received on February 7th.
  
  Lastly, we wanted to address your concern regarding multiple credit inquiries throughout this process. We confirmed that only one credit pull was done on all three loan requests. WSECU will use the same credit pull for all loan applications within a 30-day period.
  
  Because of the importance and seriousness of the concerns you raised, WSECU conducted a full audit review of this loan application and approval through each step of the process, in addition to any other correspondence related to the loan. Through this process, we affirmed that WSECU made all due efforts in responding to your concerns and document requests,and that the credit union abided by and followed all applicable federal regulations and compliance requirements.
  Thank you for the opportunity to respond and we hope to be able to earn back your confidence with your next experience with WSECU.
  
  
  Sincerely,
  
  ********************************************
  Manager, Member Loan Center
  ********************
  ***********************************************

• Initial Complaint

  Date:12/12/2023

  Type:Billing 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.

  This company has falsely reported to my credit bureau on two separate occasions. The first was an issue with communications with their contact center, and office in *******. I made my first payment in person, verified my next month's due date, and when I contacted the call center everything seemed in line. 6 to 8 months later I was advised I was late, my credit report was hit, even though during those 6 to 8 months I've called the contact center, made payments, and verified each time with the representative my next due date. After research, I could not prove my first payment month applied and I just let it go since it sounded like a miscommunication.Fast forward another year, and same thing happens. This time I can actually prove it, WSECU incorrectly reported to my credit Bureaus, but this time we found the payment. I now have to fill out a credit dispute form and go through that process. This just further proves the company's negligence, and now my credit score has suffered because of it twice. While I can prove this last hit on the report, I still have to live the past report sent due to their contact center.They have argued with me that it was my fault, but the second instance just proves you ahve to really watch how your payments are applied, or they will take advantage of you.

  Business Response

  Date: 12/15/2023

  December 15, 2023
  
  
  ***********************
  1926 ********
  ********* ** 98290-1504
  
  RE: Better Business Bureau Compliant Case #********
  
  
  Dear *******,
  
  We are responding to your complaint with the Better Business Bureau (BBB) regarding the late payment reporting to the credit bureaus. Your message has been carefully reviewed by WSECU and we hope to provide some clarity. We appreciate the opportunity to address your concerns about the accuracy of our reporting and your loan status under the Fair Credit Reporting Act (FCRA).
  
  Upon investigating the specifics of your case, here is a breakdown of the details weve found:
  Original loan open date: 03/23/2021
  First payment due date: April 23, 2021 and the 23rd of each month thereafter
  Reported Delinquency Details:
  Account reported 30 days past due to the Credit Reporting Bureaus in October 2022 for the unpaid September 23, 2022 payment
  You made the first payment April 23, 2021 by phone, at that time you requested a Pre-Authorized Debit (PAD) form to set up automatic payments which we provided but the form was not returned by you.
  June 14, 2021 you spoke with a WSECU representative regarding your past-due loan and made payment arrangements to bring your loan current for your May 23, 2021 payment by making a payment on June 18, 2021 and to pay your June 23, 2021 payment on June 30, 2021.
  You stated that we lost a payment, you may be referring to the shared branching transaction at BECU on June 21, 2021 that was intended for the loan payment but was deposited to your savings, which we quickly corrected and applied the payment to your loan June 23, 2021. There was no negative impact to your credit due to this shared branch posting error.

  
  Throughout the course of your loans, weve had several discussions with your regarding payment due dates, ***** periods, late fees, and various payment options, including setting up automatic payments and when late payments report to the Credit Bureaus. Weve extended offers such as due date changes, encouraged you to set up automatic payments and offered Financial coaching all of which you declined.Weve also assisted with Skip-A-Pays, waived transaction fees, and late fees all with the hope of helping you get your scheduled monthly loan payments back on track. Our team is happy to continue to offer solutions like these should you want to pursue them in the future.

  
  Our investigation shows that the loan data is true and accurate and there is no evidence that an error was made with credit reporting. If youd like to validate this information on your own we encourage you to obtain a free copy of your credit report by going to www.annualcreditreport.com.

  
  We understand you may be disappointed that we are unable to remove the 30-day late reporting and hope that you will work with us in the future to find equitable solutions to help you achieve your financial goals. We can be reached at **************.

  
  Sincerely,
  WSECU

  
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20995113
  
  I am rejecting this response because: between June to September I called your contact center and made every payment by phone. While I did not everything I called cp firmed the month, it was most months if I remember correctly to which no one at the contact center advised I was paying 1 month in the rear. 

   

  I now contact member solutions and confirm the month with each call. My credit was hit again in Oct 23 incorrectly confirmed by your member solutions department. While I incurred a fee I did pay prior to the 30 day period and again my credit was hit. It was recommended that I fill out a dispute forms which I'm in the middle of but it's just another example of a mistake on my credit report.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/26/2023

  Type:Order 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 not liable for this debt with Washington State Employees Credit Union. I do not have a contract with Washington State Employees Credit Union, they did not provide me with the original contract as requested.

  Business Response

  Date: 09/01/2023

  Dear *******,
  
  We are responding to your BBB complaint where you stated you were not liable for the debt or have a contract with Washington State Employees Credit Union (WSECU), and that we have not provided you the original contract as requested.
  
  Our records show that you entered a joint contract with ********************** on May 16,2022 when you both purchased a 2022 Forest River RV from ******* RV in Fife Washington. At the time you both signed the loan agreement a copy was provided by the dealership.
  
  On September 12, 2022, we received an official request to transfer title to Georgia which included title transfer instructions, signed by both you and Diamond along with a copy of Georgia Driver Licenses for each of you. The title transfer was successfully completed on October 18, 2022.
  
  When the loan became delinquent WSECU began outreach efforts by phone, email, and regular mail. On one occasion, February 16, 2023, you returned our call and we offered support by way of a Financial Coach to discuss a loan modification. You agreed to meet with a Financial Coach and made an appointment for February 21,2023 but failed to keep that commitment. At no time during that conversation did you state that this loan didnt belong to you.  
  
  A review of your loan shows that the information in question has been reported accurately. In accordance with the Fair Credit Reporting Act, creditors are obligated to provide accurate reporting, which cannot be changed.
  
  Wed be happy to provide an additional copy of your consumer loan agreement for your reference. If you have any questions about the dispute or your loan agreement,please contact Consumer Loan Servicing at *******************.
  
  Sincerely,
  
  WSECU

  Customer Answer

  Date: 09/11/2023

  Please see attached credit Karma document. I highlighted it in yellow.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20525810
  
  I am rejecting this response because: I still haven't gotten a copy of the original agreement with my signature.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/21/2023

  We are sending copies of the contract to the member via ****

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20525810
  
  I am rejecting this response because: been a few days and still nothing
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/02/2023

  We sent the copies of loan documents to the ** address on his driver's license.