Consumer complaint received 2024-09-19
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: GLOBAL CREDIT UNION (WA)

Company : Global Credit Union Subject : Secured credit card for {$500.00} ( money that was put on hold from savings account ) / Applied for the card in early XXXX, and was told that it would take 7-10 business days for the card to come in, however, it never came, even after several days beyond the 10th day. I called the Member Service phone number, cancelled the first card and requested for an expedited shipping out for the new card ( was told that the fee would be waived ). I also made sure the account was not stolen and used ( i.e. the card still had {$500.00} on it ). This happened around early XXXX ( # 2 attempt ). 

However, by XX/XX/XXXX, it did not come in ( waited a full 10 business days again ). I called Member Service, and told that a solution was to cancel the second card, and they would expedite it ( fee would be waived -3rd attempt ). I was told that all I had to do was call in 24 hours, and I could receive a tracking number. I called 24 hours later, and they reported that it was " not rushed '' ( not expedited ), and there was no tracking number. It was at this time, that I decided to cancel the whole process for the card. In cancelling the card application, they said that it would take 10 days for the transaction to complete, due to making sure there aren't any outstanding transactions. However, from my experience, transactions and making note of outstanding balances can be done quicker than that ( I was using shared branching with a previous bank, two states away, and had no problems ).

I have talked with a USPS representative, and they do not use the term expedited, but there are priority and express, depending on the duration of time. XXXX has different expedited shipping, based on a one, two, or three day shipping. I do realize that expedited means " to speed up ''. However, I am finding that " expedited '' is too vague of a description ; moreover, since things are not coming in at all ( or in the case of my checks, came after 10-15 business days, though I paid for expedited ( 3-5 days coming from Alaska - ordered XX/XX/XXXX, emailed confirmed XX/XX/XXXX, but I received it XXXX XXXX was supposed to arrive on XX/XX/XXXX ). 

I am finding that communication is either vague or not straightforward. Additionally, when there was an agreed upon decision ( such as " expedited '' ), that step was not taken as discussed. Even with my checks, I was not notified that I would need to sign for the package, was given a note to pick up the package at a XXXX drop-off, and the person at the drop off told me to come back the next day ( told this on XX/XX/XXXX ). On XX/XX/XXXX, I was called by the XXXX branch that my package was at their building. This being told one thing, but then having to go somewhere else is stressful, and I don't know what to expect from GCU 's services. 

Lastly, most banks have an online avenue so that members can check their account and send secure messages. However on globalcreditunion.org, there is no way to send a secure email message ( they just list if there were any messages sent ). When asked about it, they did not address that concern. 

I want to clarify the XXXX branch tellers are all helpful as much as they can be. However, they are not able to discuss matters of my account, and any assistance they can give, they have to call the Member Service phone that I had called from the beginning. My complaint is with the administration of Global Credit Union and how they communicate. Additionally, I am afraid they are going to withhold my {$500.00} from me ( I asked that it would be put back into checking ). I am to the point I want to switch banks, but I want to make sure I get ALL my money back to do that. If possible, I would like to get my {$500.00} this weekend ( XX/XX/XXXX ), but since CFPB takes 15 days to review a complaint, I may have to settle for XX/XX/XXXX ).