Reviews

I have been experiencing significant issues with Cobalt Credit Union that have escalated over time. Below is a summary of the events in chronological order: 1. Ongoing Check Issues (Over One Year): For more than a year, I have had ongoing problems with my checks being randomly lost, not deposited, or rejected without explanation. Despite the checks being properly endorsed, the credit union has failed to provide valid reasons for these rejections or take corrective action. 2. Debit Card Issue (Several Weeks Ago): I reported that my debit card was randomly not working, and the credit union promised to issue a replacement. However, they failed to follow through, leaving me without access to a functional debit card for weeks. 3. Withholding Funds (Past Several Weeks): When I attempted to withdraw my funds, I was informed that the credit union did not have the requested amount of cash available. They imposed unreasonable barriers to accessing my money, including delays and arbitrary requirements, effectively preventing me from closing my accounts. 4. (Today): I spoke with Cobalt about withdrawing my funds, and they informed me that I would need to “order” the money. Amanda admitted that there is no specific policy requiring this but said the credit union is arbitrarily refusing to provide my money. She stated that the earliest my funds might be available for withdrawal in cash would be Tuesday, which is four business days from today. However, she added that even on Tuesday, she could not guarantee the funds would be available, suggesting it might take until Wednesday. Cobalt Credit Union’s actions—delaying, rejecting, and withholding access to my funds without clear policies or explanations—are unacceptable and have caused significant frustration. I request immediate resolution to these issues and full access to my funds.

Mr. T*****, We sincerely apologize for the issues you’ve experienced over the last year, and the frustration caused. The instances you’ve itemized have been individually addressed, as we are committed to continuously improving our members’ experience. We appreciate the valuable feedback you’ve shared and the opportunity you’ve provided us to review internally. We understand you trust the credit union with your financial needs and are grateful for your membership and continued relationship with Cobalt Credit Union. We hope for the opportunity to serve you again and deliver a more positive experience. Please allow us to exceed your expectations by working with us to do better. Thank you!

I have my checking account set up to transfer money from my savings account directly to my checking account for overdraft protection. I monitor my account daily online. When money is transferred from savings to checking, I can see the transaction. On 10/27/2024, I was reviewing fraudulent charges that I was notified of through Cobalt and looking through statements, I discovered that Cobalt had charged me $5.00 each time there was an automatic transaction transferred from from my savings to my checking account. This did not appear on my online transactions that I check daily. Their statement to me When I told them that I had not been informed of the fee for overdraft protection that “ Maybe you should look at your statements closer”. The manager at Stonybrook credit Union in Omaha, Nebraska said that she would contact her manager and call me back. I received A call back the afternoon of 10/28/2024 with her explanation that her manager would credit me $10 which would equal two charges for overdraft protection. I have accrued $1000 of charges from Cobalt credit Union for overdraft protection of my own money from my savings to my checking account over the last two years. It was never explained to me when opening this Account that I would be charged five dollars per transaction. I received calls for fraudulent transactions on my debit card, but is it not fraudulent that they would let me accrue five dollar charges multiple times every month Without somebody noticing that possibly their customer misunderstood? I would never have allowed this to happen to myself had I known. Obviously, I would have transferred money from account to account for no charge if I had known that this was a rule of “overdraft protection”. I feel this is fraudulent on their part. I am seeking support to be refunded of the fraudulent charges they made without my knowledge.

We have been working to reach our member to visit about the way the account is set up. In the meantime, we have refunded all the $5 fees. The $5.00 transfer fee is outlined in our fee schedule. This fee applies when funds are automatically transferred in multiples of $100 from one of your accounts to another to cover the transactions when there are not enough funds. It helps to ensure your transactions are paid without being returned avoiding additional fees or negative impacts to your account. We offer this automated transfer service for a fee, but transfer fees are typically less than an overdraft charge. To avoid transfer fees, we recommend monitoring your account balance closely, setting up low-balance alerts, or consider opting out of overdraft protection altogether, which means transactions that would overdraw your account will be declined. Thank you for your continued membership and we look forward to working with you more in the future!

Disputed transactions on my account just to get told since i signed something with master card they weren't going to give me my money back also with no explanation or warning they took the money out of my account cause overdraft fees. I will be switching banks. STAY AWAY FROM THIS PLACE.

Hello Brandon, The dispute process can be started several ways and I understand yours was not completed. Today there was a productive conversation with our Vice President of Operations and resolved what was missing. After you have the case number from the police, we can continue with the investigation. I apologize for the miscommunication and appreciate the feedback. The response from your experience will help us better our member service. With your support, we can continue to do better and work to exceed your expectations as your financial needs continue to rise. Thank you, Keli

Since 11/30 till today, I have been trying to transfer money from my Cobalt CU acct. to my other Schools First CU acct. It is now 12/18 and my CU has been verified, 2 mini deposits have been made and I still cannot get my transfer completed! I called this morning to have the phone teller complete my transfer, but she said she was unable to do the transfer. I woukd need to do a video banking transfer. Kym ay video banking said she was unable to do any transfers and would consult with her VP who will call me to finish my transfer shortly. I never heard from the VP, so I called back asking for the VP. I just got off the phone with the VP who said he was at lunch and would call me when he's done with his lunch? Are you kidding! This is the most pathetic credit union ever. I am member of 2 other well known credit unions much larger than Cobslt and the customer service is seamless.

We apologize for the inconvenience this verification error has caused for the external transfer. The credit union identified the member needed to verify the external account through the trial deposit system, but there was an error. The video banking manager called the member back the same day and left a voicemail. In the meantime, the member escalated to our retail banking vice president (VP). The VP answered their phone while out and acknowledged a sense of urgency to assist. The VP explained our attempt to verify the members’ ownership at their other financial institution had failed. We could not prove ownership at the financial institution because the trial deposit amounts, they entered did not match. We allowed the trial deposits to be completed so we could delete the incorrect external account and they could verify again. We offered a wire transfer at no cost to meet their needs, but it was declined. We will continue to work with our members to assist with setting up their request to add an external account to do transfers between financial institutions. We understand you trust the credit union with your financial needs and are happy to assist. Please allow us to exceed your banking needs by working with us to exceed expectations. Thank you!

I was charged overdraft fees for charges that they declined. I noticed them this morning. Just opened my acct couple months ago and told the lady I didn’t want overdraft fees. If the money isn’t in there then don’t let it go through. Well, I guess that means she opted me in for overdraft protection. Ok. But when I look the paperwork over it says IF THEY COVER CHARGES THEN THERE WILL BE A FEE. But they didn’t cover any charges! They declined them and then turned around and charged me. One charge was only $20 and they declined it yet turned around and charged me $35. When I called and tried to get at least one fee refunded at the same time that I signed OUT of the overdraft protection that I was unknowingly just put on. They refused and then it the 3x I called every person had a different reason why I was charged. This bank robs people. I’m a single mom struggling and now this bank just stole my kids Christmas money. They won’t refund at least one of the fees snd even had the audacity to get very rude with me. I’ve never ever banked somewhere that is as horrible as this bank. CROOKS. I’ll be absolutely telling the whole world about this banks sheisty ways

We apologize for the inconvenience this communication error caused. We have refunded the fees and followed up with the employee who captured your signature on the original form. We understand you trust the credit union with your financial needs. We are grateful for your membership and continued relationship with Cobalt Credit Union. Please allow us to exceed your expectations by working with us to do better. Thank you!

Tried multiple time to wire funds for a home purchase and they were unable to get the wire correct even after speaking to 3 different people. They verified the wire on a recorded line. I hope they actually did so we can review the call and find out why the wire never went through but yet charged me fire the fee tried multiple time to call and get answers yet no one able to take the call. Poor customer service and empty promises of making corrections. Will be filing a complaint with the appropriate institutions. The service and treatment is completely unattended.

Hello Mr. Hemmingsen, We are disappointed your experience was poor. We strive to communicate any rejects and challenges faced with member experience. Yours was no exception. When the initial wire was sent, the receiving financial institution returned it stating there was a mismatch of the beneficiary. The 2nd attempt contained an incorrect account number. The 3rd attempt was successful and for that we are happy your transaction was complete. We have emails and video conversations with you, sharing what was happening within the two days it was to complete your request. One of my vice presidents reviewed your account again this morning and were able to refund two additional fees you had incurred because of the challenges faced along the way. We hope this makes up for your experience and you allow us to continue working to exceed your expectations for the foreseeable future! Thank you!!

The checking accounts they offer have a very competitive APY, but it's not worth the nightmare customer service. Every representative I spoke to when a transaction was made against my account in error was rude and dismissive, including management. I'm moving my finances to another credit union, where I've had a much better experience. I will never work with Cobalt CCU again.

Hello Ms. Smith, We have more information for you to assist with the challenges you've been experiencing. There is a contact outside of the credit union who is willing and able to help. Their name is Chris D****** and they can be reached at 402-471-****. You also have full access to any information on your account and I would be happy to share more details. I can be reached at 402-829-**** or by email at *******@cobaltcu.com. Member service is what every member facing person of our team strives to exceed. Please allow me to assist. Thank you, Keli

I would not give even one star for the service I have received from the mortgage department at Cobalt Credit Union. What appeared to be a good interest rate turned out not to be, and then closing was a huge pain. Then I learned (the hard way) that the ACH department can't process automatic payments in a reasonable amount of time. I have dealt with multiple mortgage companies in the 44 years I have been a home-owner, and I have never experienced any of these problems with other companies. To my deep disgust, the only way I can make sure I am credited for my payment on time is to personally deliver a check. That's ridiculous in 2022. But that's not all. January was the month to review my escrow account and I knew there would be a shortfall due to an increase in my real estate taxes. The letter notifying me of such was dated Jan. 28, but it was delivered to my mailbox on Feb. 19! I utilize the postal service's informed delivery so I know the exact date it was delivered. The deadline to respond was Feb. 14! Even had that letter been delivered in a timely manner, that 2-week turnaround was extremely short. Hah--I should be so lucky as to have received the letter in a reasonable amount of time. Since I didn't respond by the deadline, my mortgage payment increased by $550 a month! I keep hoping that they will sell my mortgage to anther company for servicing. I would tell every potential customer to run, not walk, to another lender.

Ms. ********,
We would like to apologize for your experience. While we cannot locate loan notes to specifically address what transpired during your mortgage application or closing in 2020, we're sorry this experience was less than satisfactory. We accept responsibility for the late escrow letters. Our mailing company did not mail them on the date they were instructed, in response we extended the dates to make the escrow shortage payment.
We appreciate your feedback and would like the opportunity to discuss with you options to resolve the payment delays you are having.
Very Respectfully