Consumer complaint received 2024-02-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDEN 1 CREDIT UNION, THE
State: CA

Complaint narrative:
I opened a savings and checking account with Golden 1 on around XX/XX/XXXX and I was super excited. I wanted to bank with a credit union because I heard how much they offered in services in loans and C'ds and credit. I used my credit card to open the savings account with just XXXX. So the following week I changed my direct deposits to for my pay to go into Golden 1. Apparently in changing my direct deposit may take two pay cycle. So I got a paper check and it's the end of the month and every thing is coming due Rent car payment insurance cell phone cable and groceries all due. So XXXX 's XXXX it's a XXXX I got my hard working XXXX hour pay check in my hand fully funded. I could had just went to a check cashing center or went to XXXX XXXX XXXX which the check was written on got my small paycheck and went on with my usual payments for the new month. I was like ok let 's go to Golden 1 and deposit it this would be great right new bank and all. So I get to Golden on in XXXX got a great park right in the front noticed a burger joint was gone across the street and went inside security guard was pleasant and I didn't have a long wait inline at all. The teller behind the counter deposited my check told me it's a new account and my check will hold three to seven days. I was like ok. I did not have my debit card so he made me on right on the spot which was really cool. So I only had access to XXXX XXXX bucks. Well I burned through that XXXX bucks this is California. So days went by I was checking to see if any of the money released on there phone App and no nothing released then Wednesday came I called up to customer service and had to beg beg for the woman to release some of that money literally begged for my money to get by so she did great customer service and did grant me XXXX bucks of it but made a strange remark that if the check does not clear they would take what ever money is still on hold. This is where I was reminded I am XXXX period. That remark about the hole doubting my small paycheck most likely will not clear was not cool, she made me feel like I was some guy who walked into there lobby and stole all of the deposit slips from the display counter. So I turned the other cheek and said thank you so much now I can pay some of my bills but not all of my rent or car payment. At this point I had realized my car insurance is just going to be late. So I paid my XXXX today. Oh so it was XXXX this morning I sent a message that they are violating the FDIC in regards to over the counter check holds which needs to be looked at by the FDIC and lol I got a response back with there policy in regards to the new account deposit check holds. So I picked up my cell phone and called. You know most of the time a simple phone call can clear up a lot of misconceptions but I was shot down and was told, told to contact my payroll department to get proof my little paycheck cleared. And he said the could release the rest of my pay with the proof from my jobs payroll department. So I reached out to my payroll department and they would have to charge me a fee to take a peak to see if my payroll check cleared. Shot down again I'm not paying no fee I will just wait. So I'm waiting now till the XXXX for the rest of my money to release. Hoping it will release because there are many " factors '' that can extend an over the counter check hold. This is ridiculous. In three days that check should had been released max Golden 1 was able to release {$300.00} on Wednesday. They could have just released all the money that day. I still feel like not so much racially profiled but like they didn't trust me. It's weird, it's a weird feeling. So I've missed two pay periods for direct deposit, and this past check now I get paid every Thursday I took it to the check, cashing place walked in the Guy behind the counter, had a great smile I gave slid my ID under the window and he didn't even look at it. He then Slid my small paycheck through his little machine and slid me my money under the bullet proof glass less about XXXX bucks and I was on my way. So I will be waiting till the XX/XX/XXXX for Golden 1 to finish making sure I'm not stealing from them so they can release my small paycheck. Hot mess the whole thing. I hope Golden 1 is PCI compliant they should have been able to look their own self if the pay check cleared or not by now. That last email of instructing me to do leg work on if the check paid was the old toss the ball back. Oh and Golden 1 please do not post on to this any remarks sly remarks. Just release my money. And do the right thing.

Go Niners! Helped my payroll check two weeks!!!

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