Consumer complaint received 2021-06-23
Company: GOLDEN 1 CREDIT UNION, THE
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX I received a letter that my account was going to be closed. I called the Golden 1 Credit Union. I spoke with XXXX from the bank and she information me that was something that happened 3 yrs. ago. I was like " What '' 3 years ago your kidding. She said no and I told her that I did an appeal to keep my account open and it was approved. She said that they care to close the account and open a new one. They she told me that the account my husband and my son were going to be closed also. At this time I was in the branch. The branch I went to was XXXX XXXX XXXX, XXXX. The person that was helping is XXXX and I was still on the phone. She told me that it was an oversight, that they had to close the account. I told her that my kids have accounts there too. She said that the ones that were going to be closed was the one with my older son and my husband. I told my son is in the XXXX and I have no contact with him at time he needs his funds. This was going on for some time. XXXX put me on hold and she was talking with some one. Then she comes back on the phone and tells not to worry that they are only going to close the account where there was a lost. But there was not a loss because I paid the negative balance. I repeated myself multiple times to make sure this was correct. Because I told her there was a dead line of XX/XX/XXXX. She said no you will be fine. At the same time she told me to write another letter telling Golden 1 that my appeal was approved, that why after 3 years am I just receiving this letter. 

Then on XX/XX/XXXX I went in to the branch and make a deposit on my son account the one in the XXXX and they told me it was restricted. At that time I spoke with the manager XXXX. I told her everything all over again and because it was Saturday they had no one in the back office. She asked for the name I spoke with and the dates. I told her that I would need to call her back. 

On XX/XX/XXXX I called the back office with member care department and I spoke with XXXX and then with XXXX in member escalation department. She looked over the and she said that XXXX did receive the letter that she ( XXXX ) was going to have XXXX call me back. She would be in @ XXXX and she should call me back by XXXX. So at the same time I left a message for XXXX with the names. Later XXXX called me and I told her I left her a message, but I gave her the information again. I waited and I called back on Wednesday XX/XX/XXXX. I was told she was at lunch and that they sent her an email and I should receive a call back. I received a call from XXXX and she was told that I was going to receive a letter that they sent out. So I am waiting and waiting. 

Now XX/XX/XXXX I called XXXX to help because no one is calling me and no letter. I told her this and now the other account with my husband is restricted. I told her I have my direct deposit in that account. I also told her that no one has called me or nor have I received a letter. She said that she was call me back. XXXX is now tell me that it has to do with a credit card. I told her that I call a few weeks ago and I was told XXXX that I called to get the balance and due date. I was told that the due date was XX/XX/XXXX, but because I had made a payment it was XX/XX/XXXX. The next day I called my payroll and they told me that it was deposit into my account. So I went to the branch to withdrawal my funds and XXXX was helping me. I was there for an hour. We went all over again the same information and she told me that I could not take me funds out. I that she need to talk with the person in the back office and he is not there. That she would call me back. I am waiting and waiting. XXXX calls me and told me she has done everything she has done. That I need to call the number she is give me. I called and now I am talking to XXXX, she is telling my something different. I had to explain the whole thing. I told her that I want to withdrawal my funds. XXXX told me fine that I came. So now I am going back to the branch and XXXX and a teller help me. I was told that the funds in my son account was sent out. With no information given to me. So now I am leaving and I see XXXX and I told her that I go my funds out. She said hold on. So now I am in her office. XXXX is asking me if I call the number and I send yes, I told her everything that I was told. She was on the phone and she did not tell me who she was talking to. I repeated myself again. I told XXXX that I have done everything I was asked to do. No one is helping me and no calls, no letters. Then XXXX is telling me that I have to give back my money back. At that point I was done. I said NO, I am not giving you my money back. I have done everything I was told to do, Golden 1 has not taken a loss a, No one is helping. This all started XX/XX/XXXX we are now XX/XX/XXXX and no one is given me an answer. I said sorry but I am not giving you my money back.

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