Consumer complaint received 2026-02-21 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: GOLDEN 1 CREDIT UNION, THE
State: CA

Complaint narrative:
On XX/XX/XXXX I received a message from Golden 1 Credit Union stating the following Were updating our Golden 1 XXXX  * and Online Banking systems to bring you a fresh digital experience. 
As part of our system upgrade, XXXX, XXXX XXXX, and External Transfers will be unavailable starting on Friday at XXXX a.m. with XXXX and XXXX Banking becoming unavailable starting XXXX p.m. ( PST ). Please check back for updates throughout the weekend. Golden XXXX and XXXX  ATMs are available. Thank you for your patience as we improve your online services. On XX/XX/XXXX I got off work at XXXX pulled into the gas station around XXXX When I arrived at the gas station I attempted to access the Golden 1 Mobile Banking app to unlock my Debt card so that I can get gas to get home. When I tried to log in I received the following message Service Update : Mobile and Online Banking are temporarily unavailable as we finalize our system upgrade. Please check back for updates throughout the weekend. Better Digital Banking is on the way!. I then called the customer service number and explained to the representative that I was at the gas station with no gas in my car and that I could not pull money out of a ATM to pay for my gas and that I did not have any Cash on hand to pay the attendant to get gas. The representative told me that there was nothing they could do. I then explained to the representative that I worked an XXXX away from home and asked her when would the system be back up she told me that the system would not be back up until Saturday XX/XX/XXXX at XXXX. I then told her that I could not wait that long because I needed to get home to my children and that I had a XXXX XXXX  daughter a XXXX old son and a brand new XXXX old baby. I further explained to her that I needed to get home because I pay a baby sitters to watch my children and that the babysitter needs to leave and my fear is she might get tired of waiting and just leave my kids in the house and that will cause XXXX XXXX XXXX to remove my children from me I also explained to her that all my family is in the city where I live and That I couldn't even call no one to XXXX  me money because their system was down and that I did not have any family member or friends in this city that could loan me some cash until the upgrade for the Banking app finishes. And that even if I called a family member or friend to come pick me up and bring me home that I couldn't because I just couldn't leave my car ar the gas station pump the representative just repeated herself saying that she was sorry and that it was nothing she could do and that I will have access to my funds on Saturday XX/XX/XXXX ar XXXX. I then told her it's unsafe for me to just sit in the gas station all night until XXXX the next day and she just kept repeating there was nothing she could do. I got off work on XX/XX/year> at XXXX it Is currently XXXX as I have been stranded in this gas station for XXXX now stuck due to Golden 1 Credit union XXXX  day system upgrade which is preventing me from unlocking my car to use an ATM to access any of my funds.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation