Consumer complaint received 2021-09-01
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:
I used the ATM at the Golden one Credit Union in XXXX on XXXX XXXX. I used a debit card from another credit union that is connected to Golden one. I tried to withdraw a XXXX dollars from the ATM and the ATM said XXXX dollars was the most money I could withdraw. So i entered the amount instructed by the ATM and tried to withdraw XXXX dollars as the ATM instructed. The XXXX dollars did not come out the ATM. No money ever came out the ATM and I got a receipt that said XXXX dollars withdrawal and at the bottom of the receipt it said exceeded the daily limit. Even though the ATM said in the previous screen that XXXX dollars was my limit. I did not withdraw money out of my account from an ATM the entire day or previous day. Then as I recorded the incident on my XXXX XXXXXXXX because I thought the ATM made a mistake and said I withdrew money when I did not. So I wanted evidence to show the branch during business hours. The ATM processed my card inside the ATM and did not let it out. I could not use the machine or retrieve my debit card from the Machine. This was a security issue. So I called the Golden 1 customer service line and spoke the a representative on the phone. When I explained the entire issue above to the Golden 1 representative above she told me to call my Credit union and report the card lost or stolen. I told her it was not lost or stolen and that the ATM at her branch ate my card. she said there was nothing she could do and that I had to call my branch to request a new card. I told her that my rent is due tomorrow at XX/XX/2021 and that i wont be able to pay my rent due to me card being eaten or processed inside the ATM. She said there is nothing she could do. I then asked if I could make a complaint about the ATM at the Golden one in XXXX, California. She then said that I had to call my credit union and report the incident to them about my card being processed in the ATM and not let out. I said you cant even make a note or report that my card was taken by the ATM. She said no and told me to tell my credit union which would then contact the branch she works at Golden One. She then told me that my debit card was shreded and i would have to contact my Credit union to figure out why .So I called my Credit union to tell them the issue. They told me I have to wait 10 days for the new card to arrive in the mail. I can not pay my rent for 10 days. I can not but food or gas until my card arrives in 10 days. I then told the XXXX XXXX XXXX representative that i wanted to report the Golden 1 credit union in XXXX for processing my card and possibly shreding it even though i have plenty of many in my account and even though my card is not fradulent. My credit union told me that was a fabrication and that there is nothing they could do to report the incident or make a complaint and that I would have to call Golden 1 credit union to file a complaint about the ATM in XXXX California on XXXX XXXX. Now i can not pay, my rent, buy food or get gas because of this incident. The ATM at the Golden! on XXXX XXXX in XXXX, California is well-known for eating ATM 's and not dispensing the money that is printed on the receipt. Please let me know if there is any action I can take to file a complaint on this branch. I am willing to take legal action, Thank you

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