Consumer complaint received 2017-05-17
Company: GOLDEN 1 CREDIT UNION, THE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX RE : Complaint against Golden 1 Credit Union To Whom It May Concern : I would like to file a formal complaint against my credit card issuer ( Golden 1 Credit Union ). I had a XXXX card issued through Golden 1 Credit Union which has now been closed ( # XXXX XXXX XXXX XXXX ). In XXXX, 2017, I received a phone call from Golden 1 Credit Union fraud detection informing me that they potentially had spotted some fraudulent activities with my XXXX card. I confirmed that most of the charges that they had mentioned to me were not made by me. The charges were mostly cash advanced taken from multiple cities including XXXX, WA, XXXX XXXX, WA, XXXX XXXX, CA, XXXX, CA, etc. which I did not authorize. I did inform Golden 1 Credit Union that some of the charges are valid.
Golden 1 Credit Union informed me that someone from the fraud department would contact me by phone within 48 hours. I did not receive any calls or correspondence from Golden 1 within this time frame. I made multiple attempts to reach the fraud department at Golden 1 and left messages for a return call to get additional information and to close this account to prevent further fraud charges. On XX/XX/XXXX and XXXX XXXX, 2017 I received a total of three letters from Golden 1 Credit Union ( letters attached ) informing me that they have closed my file and that the charges are valid and that I am responsible to pay. I feel that Golden 1 Credit Union has failed to do a thorough investigation of the claims in questions and closed the investigations without doing an extensive review. I want Golden 1 Credit Union to show evidence for ALL of the charges in question to prove that they are valid charges. I have that right under the Consumer Credit Protection Act.
I also feel that Golden 1 Credit Union is placing the blame on me as if it was my fault that someone has committed fraudulent activities on my card. I have been the one that has been complying with Golden 1 to resolve this matter.
Golden 1 is not stating the facts. For example, on the letter dated on XXXX XXXX, 2017,  Golden 1 states that my claims confirm my card to have been lost. That is not correct. In the letter dated on XXXX XXXX, 2017, Golden 1 claims that they needed my assistance to view photos at their branch location which is located 30 miles away from my home and work and will take me an hour to get there. I can not drive far due to my XXXX and I asked Golden 1 Credit Union if they can mail, email, or come to my home to show me these pictures and they refused too. I informed Golden 1 Credit Union that I could perhaps have a friend drive me to the branch location on a Saturday, however, I was told that someone from the branch would contact me first to schedule a time and that never happened. Instead Golden 1 once again placed the blame on me and now claiming that I am not fully cooperating which is not correct. I am more than willing to cooperate. In addition, I feel that Golden 1 Credit Union is discriminating against me based on my XXXX. I informed Golden 1 Credit Union that I would have to take additional time off from work to travel to the nearest branch location which is located in XXXX, California and that I may need additional time to arrange for travel due to my XXXX. I also received another letter from Golden 1 Credit Union dated also on XXXX XXXX, 2017 informing me that my XXXX credit card has been revoked because of the loss of my card with my PIN. I never lost my card and my PIN number was not written anywhere. I feel that I am being discriminated and wrongfully accused by Golden 1 Credit Union and I wish to file a formal complaint in addition to a XXXX and discrimination complaint. I spoke with XXXX XXXX, Supervisor at Golden 1 Credit Union and specifically asked her to provide me with evidence that I took the cash advances and made charges to my credit card and she did not provide me with any evidence. I asked her to show me any proof that I made any transaction to the locations in XXXX, WA, XXXX, CA XXXX XXXX, and CA. The only picture that XXXX XXXX stated that she had was a valid transaction that I made in XXXX XXXX, CA which I informed Golden 1 Credit Union that I made. I once again informed XXXX XXXX that I want Golden 1 to re-open this case and thoroughly investigate ALL of the charges in question. XXXX stated that she will nor re-open this investigation. I do not feel that I should pay for charges that I did not make or authorize. I want Golden 1 Credit Union to do a thorough investigation and show me ALL pictures, video surveillances, and any proof of ALL transactions. I want the Consumer Financial Protection Bureau to assist me and investigate this matter further. Please feel free to contact me at XXXX. I have further information and can furnish medical documents/reports pertaining to my XXXX if required.
Thank you, XXXX XXXX XXXX XXXX XXXX.
XXXX, CA XXXX XXXX XXXX

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 non-monetary relief