Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out several times via the message center. See below for the message that was sent. Hi, I sent the following message a week ago and never received a reply or a return call.I spoke with ***** earlier and then was contacted by *****. I asked to speak with ******* supervisor. He told me ***** would call me shortly but ***** never did. If a machine was going and auto-debiting the loan payment from my account then it would be more understandable how something like this happens. However, if a human being, *****, was manually debiting my monthly auto loan payment from my account, when I was obviously transferring the same loan payment amount to my ***** account monthly to cover it, why in the world did said human not pick up the phone and CALL ME to see me that clearly there was a glitch in the autopay for the loan and it was not set up correctly? Especially with a small credit union where you are supposed to have more personalized service. How did this go on for almost a year??Additionally, I did look at all my statements and see that most of the late fees had been reversed. However, there is a late fee from 10/26/23 for $64.88 that was not reversed. Please credit my account for that fee. Thank you.Because I had such a negative customer service experience, I ended up refinancing with Navy Federal, not necessarily for a better rate but to be rid of Gold Coast. That was done in July. This week I received a letter from Navy Federal stating they never received the title from Gold Coast. I called Gold Coast and the representative could not give me any answers as to confirmation that this was completed. Was the title transferred to the new lender like it was supposed to be?!? I don't know because no one has any answers when I call and I am tired of wasting my time. Please resolve this immediately!

  Business response

  09/06/2024

  Our ***, ******* *******, spoke to Mrs. ******* to discuss the situation and series of events. Mrs. ******* expressed her frustrations during the transactions that took place with the loan payments and payoff of her vehicle loan. Mrs. ******* acknowledged her concerns and Mrs. ******* was satisfied with the ending results.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The credit union has embarrassed and humiliated me at the appliance store along with an icy shop. The funds are there and the card was declined. Same thing happened at the icy shop for three dollars! This is a mockery of a financial institution. In affect you are basically holding my funds hostage or something like that. This is completely unacceptable. Someone needs to fix this policy or issue as soon as possible. No one should ever have to be embarrassed and humiliated at a store like this. I have the funds! I will bet it never happened to the credit union employee managerial staff.I also checked and the response from customer service was "Completed" Completed what?Nothing was mentioned in the response but the word completed. Great, informative customer interaction? It was so useful, not! in my review if I could have left a 1/2 of a star I would have. This whole experience was the worst example of customer service I have ever experienced. Just poor GCFCU, just poor. You deserver an F rating for this.

  Business response

  05/16/2024

  On April 22, 2024, Mr and ************ were at an appliance store attempting to make a $4,900.00 purchase on ***************** debit card. The transaction was declined as they tried to make the purchase as a POS transaction which exceeds our limit ($2,000.00). ************* contacted the credit union and reached one of our phone center representative. ************* was informed for any amount over $2,000.00 that the purchase would need to be made as a credit transaction and not a POS transaction. Our phone center representative asked ************* to please hold while we increase her limit to $5,000.00. The limit was increased and the purchase was successful. ************* thanked our phone center representative for her help.

  Customer response

  05/16/2024

   
  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,
  
  ***********************

*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. ↩