Consumer complaint received 2022-03-16
Company: GOLDEN 1 CREDIT UNION, THE
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hi, i opened both a savings and checking account with Golden 1 Credit Union back in 2020. And was issued an ATM card that i used connected to my account. The last time i had used my ATM was on XXXX XXXX, XXXX. ( It was a Friday. ) At which time i had withdrawn {$200.00}. Leaving my account balance at {$350.00}. Then on that following Monday I had discovered via the mobile app that my balance was now at {$6200.00}. Unsure of the funds deposited I had called Golden 1 to inquire about my findings. I was told that I had numerous transactions on that date and discovered that I did not have my ATM on me. The employee helping me over the phone was a woman and unfortunately i did not get her name. She had advised me that I needed to file a claim on my account. And was reassured that she was able to file the claim for me as we spoke over the phone without having to go in person to the nearest branch. It is important to note that the employee had also told me that she had not ever filed a claim with a deposit transaction so i was placed on hold as she learned how to submit my claim on her end. Appeased i obliged and answered all questions asked of me. To my dismay it would take a few days and in the meantime I was unable to access any funds. So I waited. Since that time, I have NEVER had my balance corrected. And to date they have closed my account leaving me with a negative balance and forwarded me to collections. I am now in XXXX and can not open another account in any other bank. I ended up having to file 2-3 more claims within my account to try and get me back to my original amount of {$350.00} because apparently the first original claim filed was not done correctly nor were the subsequent claims filed after trying to fix the negative amounts left from their inability to correctly file my claims. Did that make sense? I have spoken to numerous employees via phone and in person from both customer service and the fraud department. And have sent several emails requesting management handle my situation and correct my account. They also kept several direct deposits of mine to pay back whatever negative amount was still showing up in my account at the time. Both my stimulus check of {$1400.00} and tax return of {$560.00} totaling to {$1900.00}. And of course the {$350.00} that i had in my account when i had last used my ATM. From beginning to end i have been cooperative and patient with them. Only voicing fustration via email. I have had several conversations with employees that made me feel like I was losing my mind for it was noted in my account that i was already told of the reason why my account was not in good standing. I did lose both my mother and grandmother last year and all of this did start at the beginning of Covid well. But it does not dismiss the fact that I have been wrongly handled by Golden 1.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation