Complaints

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

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  Sound Credit Union

  1331 Broadway Tacoma, WA 98402-3410

  
• 

  Sound Credit Union

  820 Stewart St Seattle, WA 98101-1306

  
• 

  Sound Credit Union

  1109 Madison St Seattle, WA 98104-1319

  
• 

  Sound Credit Union

  10914 SE Kent Kangley Rd Kent, WA 98030-7208

  
• 

  Sound Credit Union

  117 14th Ave SE Puyallup, WA 98372-3707

  

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:01/22/2024

  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.

  Attn: Better Business BureauJan 22, **** To Whom it May ********** 12/11/2023, I, *********************************, noticed a discrepancy with my savings account. I could not resolve this with a representative over the phone so I decided to visit the Sound Credit Union branch located in ***********, **********. After speaking with the General Manager, *********************, I was informed that money had been previously and currently taken from my account regularly and also at the current time of my being within the banking institution. After speaking with the representative it was explained to me that I had been a victim of not only identity theft but my savings account had been hacked my money had been taken and the total at the time of me speaking to the representative (*********************, GM) was $25,000. I was completely shocked and baffled as to how this could have happened and how in the world someone could be fraudulently taking regular withdrawals from my savings account. Not my checking. I put my future and my trust in Sound Credit Union only to be told that there is nothing they can do for me. I was told to write this letter to you, The Better Business Bureau, in order to begin the process of retrieving the funds that were fraudulently taken from my savings account. A police report was filed, on 12/11/23, and will be furnished upon request. As I am sure you will have further questions, please do not hesitate to contact me at **************. You are more than welcome to leave a detailed voice message if I cannot be reached. Thank you for your time and I look forward to speaking with someone at the earliest convenience of your organization.

  

  Business Response

  Date: 01/22/2024

  Dear *******, 

  Our records indicate you were able to process a fraud dispute regarding transactions in question on your account and received a resolution as to the outcome of that dispute. However, if you did not receive the final status of the dispute or if you need the receipt for your cash withdrawal in the amount of $25,000, please feel free to contact the credit union or visit one of our local branches to review and provide you with your copies. Thank you. 

• Initial Complaint

  Date:10/14/2023

  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 am closing on a home purchase next Monday and needed to go to a Sound Credit Union for a cashiers check to cover closing costs. This branch does not believe that a teller should definitely proofread a expensive cashiers check before finalizing. While the teller redeposited the funds, I was not able to get a cashiers check made after their error. I used shared-branch for this transactions and one error from that service meant that I could not get a check reissued. Before the error, I specifically asked if I could proofread the name of the **************** that was the recipient. She said yes, but then printed the check anyway. I am now losing out on pay at my main job to get Sound Credit Unions mistake fixed at a different credit union.

  

  Business Response

  Date: 10/16/2023

  Dear ******************, 

  I'm sorry to hear of your recent transaction and the inconvenience of correcting a mistake that occurred during the course of the interaction. Typically these instances could be resolved rather quickly, so I would be interested in hearing more details regarding your interaction in order to prevent others from encountering this scenario in the future.  Please feel free to reach out to me at ************************************ to share more details about your interaction. 

  Kind Regards. 

   

• Initial Complaint

  Date:06/07/2023

  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 have been working on getting a house and getting a loan. I have been working with various lenders and each one I've told not to do a credit pull until I have a estimated offer. I was eventually suggested to get a loan through my bank for lower interest rates. I was working with a ************************* and *********************** which are loan officers. They were very ineffective and had me go through a bunch of hoops and get pay stubs, I have all the emails and text, I eventually said I would find someone more fitting and capable. After personal time spent, fees for copies and documents, fuel spent, I was going back and forth. Later on I found out someone did a unauthorized pull on my credit, I got a notice in email.i found out it was sound credit union and I have made various calls and walk ins to talk to their supervisors. I keep being told someone will reach out and the loan officers should not have done that. But nobody reaches out. And I was told to wait before I submit a report with BBB. I have already disputed through credit bearou. Nothing has been done. And It takes a long time to build credit and I lost 25 points over night. I have always been on time with my SUV payment and credit card which is through sound. There's a huge conflict of interest. My number is ************. Email me and I can send pictures of emails

  

  Business Response

  Date: 06/09/2023

  June 8, 2023
  
  To whom it may concern:
  *********************** started working with ********************* on a mortgage loan pre-approval a few years ago and he was denied due to a recent Bankruptcy
  ***** started receiving paystubs again in November 2022 from **********************
  At that time ***** explained that we cant pull credit without an application so she reached out to ********************** to let him know he would need to reapply so that we could pull credit and upload his current financials to the application.
  ********************* reapplied thru our online application portal 12/19/2022 she reached out to him and discussed pulling credit and the financials needed.
  After review of the file he didnt show enough income and funds for a preapproval.
  ***** reached out to him to discuss his frequent change in employers and he stated it was to better his income. January 2023 ***** had him sign a Borrowers Authorization Form at the Parkland Branch so that his Verification of Employments could be requested. His employers were slow in responding so she requested he reach out to the HR Departments to get them to expedite the request.
  He got frustrated with length of time this was taking due to his lease coming up in March and called her supervisor ***********************.
  ***** spoke to ********************** January 26th through email to confirm what ***** had already told him. Sound does not offer any down payment assistance programs and we could re-look at his application once he had assets saved for downpayment and closing costs. We have an email chain of that conversation where he states he had discussed having his credit pulled with *********** 

  Please feel free to contact us for any additional information,

  Customer Answer

  Date: 06/20/2023

  ***********************************. ***** from sound never had my consent to pull my credit and at time I was working with her was not the time my credit was pulled, it was pulled by ************************* at a later date as discussed with BBB in my first complaint. They need to provide emails otherwise they are lying. I never gave them permission to pull my credit. And I know that because they have not gave me a loan offer to agree with to have pull

   

  Also I have never once talked to a ***** management. Tell those clowns to get their facts straight. I've only spoke with ***** and ************************* ??

   

  Now that sound is lying when they know for a fact I didn't give them consent to pull credit I am now suing for 600k ***********************;

• Initial Complaint

  Date:05/15/2023

  Type:Customer Service 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.

  AVOID! Despite having diligently paid off 95% of my auto loan, Sound Credit Union unexpectedly repossessed my vehicle. Furthermore, the encounter with their representative, ****, left much to be desired in terms of professionalism and courtesy.As a loyal member of Sound Credit Union, I expected a certain level of transparency and fairness in their dealings. Regrettably, this was not the case when they repossessed my vehicle despite my auto loan being nearly fully paid off. The lack of clear communication and warning before initiating such drastic action was highly unexpected and left me feeling frustrated and betrayed. This incident has significantly tarnished my perception of the credit union's commitment to its members' financial well-being.My interactions with ****, a representative of Sound Credit Union, were marked by her consistently rude and unprofessional behavior. Throughout the process, she exhibited a complete lack of empathy, failed to provide clear explanations, and often seemed disinterested in addressing my concerns. Her dismissive attitude and abrasive demeanor were both surprising and disheartening, leaving me feeling unsupported and undervalued as a member of the credit union.A fundamental pillar of any reputable financial institution is the provision of exceptional customer service. Unfortunately, ********************** fell short in this regard. The absence of proactive communication, adequate explanation, and genuine efforts to resolve the issue further compounded my disappointment. Regrettably, my experience with Sound Credit Union has been unsatisfactory. I sincerely hope that Sound Credit Union takes these concerns seriously and implements measures to improve its customer service standards, ensuring that other members do not have to endure similar frustrations.

  

  Business Response

  Date: 06/02/2023

  We are currently reviewing the complaint in order to provide an adequate response. Thank you. 

   

  

  Business Response

  Date: 06/12/2023

  Please see the attached response. 

  Customer Answer

  Date: 06/13/2023

   
  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:05/12/2023

  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 was called to the sound credit union at 2020 s ****************************************************************..after I signed a check over to my mother a government check after I was hospitalized.because my mother had **** buying me cigarettes everyday..and all my personal need for last six months giving me 200 buying me *************** ..helping me pay fines ..so I went into the sound credit union in *********** **********..to meet my mom.there after the branch manager was trying to say the check was stolen ..she was trying to get my mom arrested for no reason so I came to the sound credit union branch I'm *********** **********..and gave the older white female branch manager my identification card and social security card..Then she started asking my mother personal questions why did she help me and real personal questions why my sister helped me why I signed the check over to my mom..my mom then write her a note telling her that I tried to commit suicide in public after I cut my **** open and was hospitalized..and then she taking to another person on the phone who works also for sound credit..then it becomes a joke a laughing matter that I am a black man and suicidal..then she started to ridicule me my.mother and my sister as to why they help me out living situation.in the bank branch then she locks my mother account for her own personal reasons..then she puts that my mother debit card is stolen after they give her a new one so she can't use it..then she decides to unblock my mother's account...puts her name on the account then tells other branch employees that no one else can work on this account but her..we had came to the bank twice that day...then she starts saying no one can write a check to my mother that's illegal..and that it was illegal for my mom and sister to help me ..the check is **** ..a government check so it's legal made out to my mom from me to her..but the branch manager said she's keeping it I can't have it or my mom..she later then calls the police on us..

  

  Business Response

  Date: 06/12/2023

  Please see the attached response. 

  

  Business Response

  Date: 06/13/2023

  Please see the updated attachment. 

• Initial Complaint

  Date:03/17/2023

  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.

  So on Dec. 2, 2022, Sound Credit union came and took my truck. I was never late on my payments. And in May 2022 someone was taking money out of my bank account without my authorization. So at that time I was having financial difficulties and was having trouble with my payments being late And I let them know about my situation with my bank account also. And in October 2022. I paid my payment twice that month ****** on the 2nd of October and another ****** on the 14th of October 2022. My monthly payment is ******. And in November I paid ***** dollars because that's all I could give at the time. I was only behind 2 payments. And on December 2nd 2022 they took my truck for no reason at all. I infact let them know if they could wait until I get my taxes back then I would have been able to pay my payment in full. But instead of them saying okay. They just took my truck because I was behind only 2 payments. And I'm in the process of moving. Now I can't go look for a place because they took my truck and I can't go find a job now I lost my job I did have, because they took my truck. I don't have money to ride the bus everyday. This has been a very stressful event for myself and my kids, we were traumatized and devastated. I had thought someone came and took my truck. I need answers for why they would do someone like that who has been a very good customer that pays her bills.

  

  Business Response

  Date: 03/17/2023

  Hello Lawonia, 

  We appreciate you reaching out to share your experience with the credit union. Based on the circumstances surrounding your account, we would like the opportunity to talk with you in person or via phone. Please give our *************** Manager-****** a call at **********************. 

  Kind Regards, 

  *****************************

  SVP of Retail Branches 

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made the horrible mistake of opening account with these people, and once I realized that it was a mistake, I wanted to get my money out and close the account. Right now they have every dime to my name, and I don't drive. I first attempted to attach my main bank account (the one they took the money out of to open the account) they denied me. I then tried to attach my paypal account, via PLAID, the account was attached and I initiated a transfer. They denied that. So I looked and they have a PopMoney feature thats supposed to allow you to send money to anyone.. anyone except me, they denied me sending my money to myself. So when I tried to contact them about the issue, their support blocked me. I'm having a nervous breakdown over this.My kids dont get a Christmas now because of these people. I fear their going to make me walk up there just to get what is mine and this is crazy.

  

  Business Response

  Date: 12/22/2022

  We are sorry to hear of the obstacles our member has encountered trying to electronically access the funds in the account. The account was opened within the past two weeks, when opening a new account there are restrictions placed on the account for 30 days that will not allow certain transactions to be completed such as P2P payments, ATM deposits and Shared Branching as stated in our Membership and Account Agreement. The initial deposited funds are available to withdrawal at any of our local branches, via ATM if you have a Debit Card of if requested we can send you an official check for the balance. Again, we are sorry to hear of your experience. Please let us know your preferred method to access your funds in your new account. 

  Customer Answer

  Date: 12/22/2022

   
  Better Business Bureau:
  
  I was able to get my money and close my account.  I am satisfied with the outcome.  I was given the chance to talk while there, but I was upset and very cold and I chose to just leave well enough alone.  I appreciate being able to get my money back, I'm upset that I had to walk there to do it, it was pretty cold but thats my mistake for thinking I needed a brick and mortar traditional bank.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/29/2022

  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.

  They closed my checking account when it was negative without my knowledge and wouldnt even allow me to pay it, and now I cant get an account with any other bank to deposit my paycheck to and they closed my account without my knowledge and wouldnt let me open another account with them ever again and it ****** up my credit and everything else and my bill pay.

  

  Business Response

  Date: 09/01/2022

  Dear Member,

  The account referenced above was not reported to the credit bureaus. Payments are accepted at any Sound Credit Union
  branch or via telephone at ************. After the outstanding negative balance is paid in full, the ChexSystems record will be
  updated to reflect a paid status and you will be eligible to apply for future account services with Sound Credit Union.
  Sound Credit Union members are eligible for one fee refund per year. In 2022, you received five refunds. As a courtesy, we are
  waiving additional fees, leaving a residual negative balance. Please contact us at your earliest convenience
  to arrange for payoff of this outstanding negative balance.