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

  PO Box Wsecu Olympia, WA 98507-0099

• 

  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

• 

  Washington State Employees Credit Union

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

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:08/12/2023

  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.

  I have called Washington State Employee Credit Union when I noticed that money was missing out of my checking account and was told that I agreed to that amount of ***** in cash on 02/06/2023 . I did not take money out of that account with a debt card or check on that date.They claim that it was moved to a *********** account that I don't use any more. I want my money refunded.

  Business Response

  Date: 08/17/2023

  Dear *************, 
  Thank you for the opportunity to respond to a complaint filed with the Better Business Bureau. In the complaint you expressed concerns about a $1,000.00 cash withdrawal from your account on Feb. 6, 2023. Our records show that those funds were withdrawn in-person at our ****** Way location and that we identified you by asking your codeword.
  We have attached a copy of the receipt from Feb. 6, 2023 and the receipt of another similar withdrawal on Sept. 6, 2023 for information and comparison. Each was a withdrawal for $1,000.00 cash. The signature on both of the receipts match the signature on your account card. Using these two methods of identity verification -signature match and confirmation of codeword we see no evidence or reason to question the validity of these withdrawals. We are not able to refund the $1,000.00 as requested.
  In our review, we find that we followed all steps that would apply to any member in the same position.  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/10/2023

  I was never at the location on **************** branch of WSECU on that date .. I was in **** .. I think that someone was passing them selves off as me with my information...I can ask  my daughter to send over a copy of my driver's license and SSI card because I was never there. Can I see the surface pictures of they have it???

  Business Response

  Date: 09/15/2023

  DFI received a copy of this complaint from the Attorney General so DFI called the member.  She did not submit the complaint.  A fraudster is pretending to be our member.

   

• Initial Complaint

  Date:08/03/2023

  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.

  WSECU in the University District of ******* Washington opened an account in my name without my consent. The account was unlawfully opened and I want to file a complaint about blatant disregard and fraudulent manner in the handling of my personal information. I DID NOT authorize the opening of either savings or money market accounts that I received a statement for.Please report this violation of banking ethics and practices to all concerned parties and please notify WSECU of any consequences to their actions.Thank you,*******************

  Business Response

  Date: 08/08/2023

  Dear **************,
  
  My name is *************************, and I serve as the Branch Manager at WSECU's U-District branch. I am reaching out in response to a complaint you filed with the Better Business Bureau on 8/4/2023  concerning the recent account activity associated with your name at our location.
  
  I want to extend my apologies for any distress this situation may have caused you. Your peace of mind is of most importance to us, and I assure you that we take your concerns seriously.
  
  After a review of what occurred, we have identified the sequence of events that transpired. On July 12, 2023, you visited our U-District branch with the intention of opening a new account. During this visit, we followed our established member verification protocols and collected your identification and personal information. You ultimately changed your mind about the wanting the account. Unfortunately, the account was already generated in our system and an account ************************ was produced and subsequently sent to you, despite your decision to not proceed with the account setup. That was an error on our part.
  
  I want to assure you that immediate measures have been taken to correct the oversight. As of now, there are no active accounts under your name within the WSECU system. Rest assured, no further statements will be generated, and you are not bound by any terms or conditions associated with this incident.
  
  I apologize for any inconvenience this situation may have caused you. Should you have any additional questions or concerns, please do not hesitate to contact me directly. I am here to provide you with the support and clarity you deserve.
  
  Thank you for your understanding and patience as we worked to address this matter.
  
  Warm regards,
  
  *************************
  Manager // U-District Branch // WSECU
  ******************** // fax: ************
  ************************************ // www.wsecu.org   
  PO Box WSECU, *******, ** 98507 

• Initial Complaint

  Date:07/28/2023

  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.

  I have been using this establishment as my primary financial institution for almost 30 years now. In that time, I've gotten married and added my wife to the account as a joint account holder and attempted to make the checking account our joint account. Despite going to a branch almost 12 years ago (when we still lived in Washington), and providing the credit union with all of our documentation, and having her name added to the account (and our checks) she remains locked in limbo where none of the three debit cards they've issued to her over the years have been able to be activated. The most recent card was received last week (week ending July 22nd, 2023), and - low and behold - we still can't activate the card. When the activation process asks for the primary account ******'s phone number, the system will reject every phone number we put in. We've called and spoken to three customer service reps and every time, the phone number is accurate in their system (or so they say), but when we call the activation number, it fails every time. We're done, we're taking our business to a new financial institution.

  Business Response

  Date: 08/09/2023

  Dear *****:
  
  I am writing in response to your complaint filed to the Better Business Bureau dated July 31, 2023, in which you noted your concerns about being unable to properly activate your wife,Ajas WSECU Debit Card multiple times.
  
  First, let me assure you that WSECU takes these complaints very seriously. I apologize for the frustrations you experienced in trying to get assistance. Thank you for bringing to our attention that we have some system gaps related to these types of requests. We know that its during times when members are having challenges that its more important than ever for us to be knowledgeable, empathetic and helpful.
  
  Secondly, I have reviewed the sequence of events and it appears the most current confusion happened on July 18, 2023 when this request to activate the card was made. We failed to update the joint address in our system when we updated your address on March 23, 2018.  Since then, **** address has been updated and her card has been activated and is ready to be used. My contact information is below if you have additional questions or concerns.
  
  Once again, thank you for bringing these issues to our attention, and we will work diligently to make sure that our processes are improved for a better member experience when needing to update both the primary and joints address to ensure the correct address has been provided to ***** We truly value your membership, and I hope these steps give you the support that you need and provide us the chance to earn back your confidence.
  
  Sincerely,
  
  
  
  ***********************
  Card Services Team Leader
  WSECU
  ********************
  **********************************
  

  Customer Answer

  Date: 08/09/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/04/2023

  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 opened an account with ********************** at the beginning of the year with an eventual goal of taking out a small loan to do some debt consolidation & work on my van. I tried to get a loan and was approved at the end of March, but because I became busy I didnt send any pay stubs in until the end of April. They rejected my paystub. The lady on the phone said I would be able to come into a local branch and give them my paystub for my next paycheck. At the same time, she informed me that my account had been overdrawn $25. I didnt know it had been overdrawn, as I didnt receive anything in the mail informing me. The lady on the phone told me they added a $20 fee onto the overdraft and then closed my account. The whole reason I wasnt really using the account like I had planned in the first place is because there is a lot of stuff you cant use on the app until youve been banking with them for a couple of months. This included mobile deposit. Ive found absolutely nothing motivating or positive about working with WSECU. Their customer service line seems to be pretty jammed. The worst part is that I havent even had a chance to pay the $40 off before they told me they wouldnt give me a loan, closed my account and sent me to collections. Ive never been sent to collections by anyone over $40. I am extremely upset, to the point of tears that I opened this account with the intention of taking out a loan to improve my credit and instead they were so quick to hit my credit score with a $40 fee! They never even called me to notify me I needed to pay it! How would I have even known about it had I not called last week to check on my loan?

  Business Response

  Date: 05/09/2023

  May 9, 2023
  
  
  
  ***********************
  *********************************************************************
  
  Dear **************, 
  Thank you for the opportunity to respond to a complaint filed with the Better Business Bureau. In the complaint you expressed concerns about steps WSECU took in charging off an amount of $44.40 owed by you. This money owed related to the use of Courtesy Pay (overdraft services). You also shared concerns that the credit union has rejected your paystub.
  We realize that you are a new member and its clear from the sentiment in your complaint that this experience was frustrating for you. Were sorry for that. Id like to provide an explanation about the processes and procedures that guide how we interact with members who are working to repay debts owed. Our approach is consistent and driven by policy for all members. Also, as a highly regulated industry we are audited for consistency of these practices. 
  When an account becomes overdrawn through Courtesy Pay, WSECU has several notification touchpoints to alert members of the overdrawn status and pending account closure if the negative amount is not resolved. These standard communication processes are applied to all accounts overdrawn by Courtesy Pay to ensure members receive adequate notice before account charge off, which occurs when the account has been overdrawn forty-five (45) consecutive days.
  Member accounts with money owed that go unpaid, do eventually move to being charged off and noted in the consumers credit file. We are obligated to report what is accurate and true. In our research on your account, we found that an email was sent to you on 4/3/23 notifying you that the account would be charged off by 4/13/23 if it was not paid. Your account is also enrolled in E-Statements, so you are notified via email every month of your account history.
  ********************** notified you in the same manner as we would other members. Ultimately, we have an obligation to the overall cooperative to assure the membership is protected from further loss. In your account notes I see that you spoke with someone on 5/4/23 and we did reverse the $27.00 fee as a courtesy. The balance is now -$17.40 from your previous transactions.
  We are sorry that this has been a burden for you and that we did not meet your expectations for service. In our review, we find that we followed all steps that would apply to any member in the same position. We would be happy to discuss options to repay the amount owed. Once that is paid, you can re-apply for the loan and provide ** your most recent statement for review.
  Sincerely,
  
  ***********************
  Manager, Deposit Operations 
  ************************

• Initial Complaint

  Date:12/22/2022

  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.

  I have never once be so disrespected . The supervisor of credit reporting solutions was talking so poorly and unprofessionally to me . I have never felt so uncomfortable or been treated in such a manner from a person of authority. I have been trying to resolve a credit reporting issue and Im only being met by hostility. I would appreciate if you guys could some how mediate or hear the transcript or something . The people im charge should not be allowed to treat customers of years this way .

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  
  
  ***********************
  ************************************************************** 98335-2301
  
  
  Dear ****************,
  
  We are writing in response to your complaint filed with the Better Business Bureau. Thank you for sharing your concerns; WSECU prides itself on maintaining the highest level of service to our members. As a member owned cooperative, we value your membership, and any mention of dissatisfaction in member service is taken very seriously.
  In a review of your account, it appears a payment was received however it was not submitted for processing and did not credit your account appropriately with WSECU. This error was by no fault of your own, and reported to your bureau and caused hardship impacting your credit and future payments as the funds were no longer available to you. It appears we did remove a 60 day reporting and continued to report beyond these dates.
  We truly apologize for this inconvenience. As a result, your delinquent reportings for September, October and November have been removed from your credit bureau and a letter indicating the removals along with tracking information has been sent in a separate letter to you from our credit disputes team.
  Ive attempted to contact you via phone to inform you of this update, but have been unsuccessful at this time. I will continue to reach out in hopes of understanding and explaining the items listed above.  If you would like to review any further options for assistance, I would be happy to review them with you. Please do not hesitate to contact myself at *****************************.
  Thank you,
  
  *******************
  **************** Manager, WSECU
  ****************************************************** 98507
  *******************
  December 23, 2022
  
  
  
  ***********************
  ************************************************************** 98335-2301
  
  
  Dear ****************,
  
  We are writing in response to your complaint filed with the Better Business Bureau. Thank you for sharing your concerns; WSECU prides itself on maintaining the highest level of service to our members. As a member owned cooperative, we value your membership, and any mention of dissatisfaction in member service is taken very seriously.
  In a review of your account, it appears a payment was received however it was not submitted for processing and did not credit your account appropriately with WSECU. This error was by no fault of your own, and reported to your bureau and caused hardship impacting your credit and future payments as the funds were no longer available to you. It appears we did remove a 60 day reporting and continued to report beyond these dates.
  We truly apologize for this inconvenience. As a result, your delinquent reportings for September, October and November have been removed from your credit bureau and a letter indicating the removals along with tracking information has been sent in a separate letter to you from our credit disputes team.
  Ive attempted to contact you via phone to inform you of this update, but have been unsuccessful at this time. I will continue to reach out in hopes of understanding and explaining the items listed above.  If you would like to review any further options for assistance, I would be happy to review them with you. Please do not hesitate to contact myself at *****************************.
  Thank you,
  
  *******************
  **************** Manager, WSECU
  ****************************************************** 98507
  *******************
  Tell ** why here...

• Initial Complaint

  Date:10/19/2022

  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.

  This is regarding the $300 cash I lost in the cash machine on 10/13/22 located at **********************************************************. While attempting to deposit cash into my Qualstar account the cash machine rejected the transaction but did not return my cash. I reached out to Qualstar (my credit union) for assistance and they stated, the cash lost to the WSECU cash machine is my issue and I will need to follow up with WSECU myself. On the 14th I visited WSECU to file report and it was stated that I needed to wait 2 days to get my cash. Its now been 3 business days and the credit union still has not returned by cash, but stated they are still working internally to resolve the issue. This seems like a simple issue my cash got stuck, so it seems to me to just open the machine and return the money.

  Business Response

  Date: 10/20/2022

  We are in receipt of the VOM/BBB complaint for QualStar member, ***************************. We resolved this claim yesterday. Here is our response:
  
  WSECU was notified via phone on October 14, 2022 that ********************* did not receive credit for his $300 cash deposit at our South Hill-******** ***. **** Services was notified of the claim at that time and then asked to disregard as the claim was a non-WSECU member. For any card-related dispute, the cardholder should notify their financial institution. In a typical dispute process, QualStar would submit an adjustment request to WSECU and provide provisional credit to the cardholder while the investigation occurred.Upon receipt of the adjustment, WSECU would review the transaction to confirm an error, review *** balances, and determine if credit should be applied. The investigation may take several days depending on recent servicing of the *** in question.

  
  However, according to ************************ email, it seems QualStar was unwilling to provide assistance. Upon receipt of the October 19th email, WSECU made arrangements with ********************** to visit the South Hill ******** branch to collect a cashiers check in the amount of $300.00. ********************* accepted the payment in person on October 19, 2022.

  Customer Answer

  Date: 10/20/2022

   
  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:10/17/2022

  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.

  Information will be provided in attached document. WSECU has violated my rights as a consumer.

  Customer Answer

  Date: 10/17/2022

  Good morning, 

   

  I hope all is well. Thank you for reaching out to me for clarification. The remainder of the fair resolution is within the attachment that I sent. Are you able to open and review those?

   

  Please let me know & I will be happy to complete your request if still needed. 

   

  Thank you for your assistance with this matter,

   

  Alania.

  Business Response

  Date: 11/07/2022

  Please see the attached response from our legal counsel.