GOLDEN 1 CREDIT UNION, THE

2019-12-11

CA

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XX/XX/2019 I went to the Golden 1 credit union bank atm to deposit money. I am not a customer of golden 1 but I am with XXXX XXXX XXXX and frequently use that ATM for deposits. I accidently put my XXXX XXXX XXXX EDD debit card into the ATM machine and proceeded to make a deposit of $XXXX. The machine kicked out $XXXX, I assumed because it was wrinkled. It gave me a receipt, and I walked back to my truck, then realized i left my card in the machine. Upon walking back up to the atm I noticed a large amount of money going back into the machine. I grabbed my card and then noticed that I'd used the wrong card, looked at the receipt and saw that it said that my transaction had been canceled. I went into the golden 1 bank showed them the receipt and told them what happened. They told me they couldn't help me unless b of a sent them a Regulation E form. XXXX XXXX XXXX said they have no record of the transaction and therefore will not send the form. I have been on the phone with both companies back and forth for over a week and no one will help me resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-12-01

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-11-20

Fairfield, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: In progress

Timely Response

2019-11-13

Folsom, CA

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: In progress

Timely Response

2019-11-06

Roseville, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: In progress

Timely Response

2019-10-18

Sacramento, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-01

Roseville, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information is missing that should be on the report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-09-29

Millville, CA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Can't stop withdrawals from your account
Complaint: Not a good area to discuss this on your site ... ..XXXX ... ... XXXX and XXXX are XXXX websites that are all crooked scams ... ibought a small freezer from XXXX and then discovered that it is a fake scam site ... then idiscovered that all three sites are the same thing ... XXXX knows they are scam sites and allows them tocontinue ... ..they should have already shut them down ... ..XXXX and XXXX need to be regulated by the gov ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-09-24

Yuba City, CA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-09-11

Discovery Bay, CA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: I did not authorize or give consent to this company nor did I try to purchase or consent to running credit report I have no knowledge of this company or inquired any purchase with this company I have no accounts with this company nor did I authorize them to run any credit report for any business or purchase
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-04

San Jacinto, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: On XX/XX/2019, I made my last payment before trading my truck into XXXX XXXX on XX/XX/2019. One month later, Golden 1 Credit Union started harassing me about missing my payment. Then they reported me 30 days late on my payment then 60 days late on my payment. I gave them all of my documents and even contacted XXXX XXXX XXXX Department to have them write a letter to Golden 1 Credit Union, XXXX, and XXXX. XXXX has closed my dispute 3 times and I have had to reopen it every time. XXXX has always sided with Golden 1 Credit Union even when the information was false. I spoke with my bank XXXX XXXX XXXX XXXX and XXXX has spoke with XXXX in XX/XX/XXXX and explaining that no payment has been returned from any truck payment. Golden 1 Credit Union failed to get back in-touch with me until XX/XX/2019. I contacted my bank numerous times and the answer has remained the same. Today however, I found out that on XX/XX/2019 Golden 1 Credit Union finally cashed the EFT funds that was paid on XX/XX/2019. My online bill pay service confirmed that information. I have been harassed, ridiculed and have had this business destroy my credit without just cause.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-08

Roseville, CA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with balance transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-08-05

Sacramento, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-04

Sacramento, CA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: Re : Complaint by XXXX vs The Golden 1 Credit Union XXXX, XXXX and XXXX, XXXX XXXX XXXX XXXX XXXX, CA XXXX Flood Insurance Declaration ( XXXX XXXX XXXX ) Policy # XXXX Policy Period : XX/XX/XXXX XX/XX/XXXX Premium Paid to XXXX : {$450.00} Homeowners Policy ( XXXX XXXX XXXX ) Policy # XXXX Policy Period : XX/XX/XXXX XX/XX/XXXX Premium Paid to XXXX : {$1300.00} G1CU, 1st Position First Mortgage Loan # XXXX G1CU, 2nd Positon Home Equity Loan Loan # XXXX My husband ( XXXX ) and I purchased our home in XXXX XXXX in XXXX and have resided in there ever since. After Flood Insurance became mandatory, we purchased it thru our Home Insurance carrier, XXXX and continued as notified, to pay for that coverage thru XXXX ever since ; with our most recent renewal being XX/XX/XXXX and we expect to renew our policy in XX/XX/XXXX. Same applies for Hazard Insurance. We purchased it thru our Home Insurance carrier, XXXX and continued to pay for that coverage thru XXXX ever since, with our most recent renewal being XX/XX/XXXX. Since XXXX the process we have used for paying our flood insurance and our Home Owners Insurance ( Hazard ) has been followed with no problem until XX/XX/XXXX. We contacted XXXX, and they assure us, in a timely manner, they forwarded to the Golden 1 Credit Union ( G1CU / G1 ) proof of our coverages on property located at XXXX XXXX XXXX, XXXX, CA XXXX. We have no reason to doubt them, because for the past 20 years they have billed us, we have paid them and no word from G1. XX/XX/XXXX, G1CU sent their first form letters to us, stating we are not in compliance with Flood Insurance and since then ( XX/XX/XXXX and XX/XX/XXXX ) we have received two more letters, another one regarding lack of Flood Insurance and the last letter, the lack of Hazard Insurance and those letters state both insurances are expired etc. and they will charge us to place insurances on our two mortgages ( outrageous amounts ). In conclusion, since XXXX ( nearly 20 years ), XXXX XXXX XXXX, the facilitator, has provided the Golden 1 Credit Union , the mortgagee, with proof of insurance coverages on our residence. The process went smoothly until XX/XX/XXXX, at which time the G1CU began sending us threating and confusing form letters ( mostly unsigned ) stating we are not in compliance with the Federal guidelines and subject to harsh repercussions. We are long-time G1CU customers and it would have been nice if someone had first reached out to us to inquiry instead of thrusting forth as they have, giving the impression we are guilty of failing to abide by the rules we signed when obtaining our mortgage loan. XX/XX/XXXX, my husband will be XXXX, and in XXXX the same year, I will be XXXX. The balance on our first mortgage is $ XXXX and the balance on our equity loan is {$0.00} and our property is worth a lot more. Upon receiving G1s first letter, we contacted XXXX, who assured us they have provided G1CU with proof of our insurance coverages and upon our insistence, three more times, XXXX again provided G1CU with documentation and we doubt XXXX is lying. When we visited the G1CU XXXX XXXX, the representative made a copy of the Flood Policy we brought along and forwarded it to G1s Insurance Department. A day or two later, I spoke to XXXX XXXX, G1s Insurance Department Manager, and he verified being in possession of the policy declaration and volunteered that many customers are having the same problem as us and XXXX said he wrote a memo suggesting changes to G1s procedures. We believe G1 has changed procedures, gotten a new computer etc. and G1s lying and has received proof of our coverage. We just hope somebody takes the time to read and understand all this stuff. On one side, we have provided plenty of evidence that weve complied with our flood and hazard protection requirements and, on the other hand there is plenty evidence that were being unduly harassed. There must be something less than legal or ethical going on someplace, given were both seniors and we wonder if we should seek a good lawyer. We dont know for certain, but it would seem the Golden 1 has recently made changes in personnel or policies or contracted with an incompetent 3rd party for servicing / insurance because suddenly they are not receiving our insurance policies from XXXX This issue must be resolved and soon. Sincerely, XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX ( XXXX e-mail XXXX ( XXXX e-mail ) ( XXXX ) XXXX Home / Landline OK to leave voice message ( XXXX ) XXXX Fax HISTORY DETAIL XX/XX/XXXX, as every year for the past 20 years, my husband and I received a renewal billing from XXXX XXXX for payment of our Flood Insurance and we promptly paid and soon received the attached Flood Policy Declaration that shows the Policy Period of XX/XX/XXXX XX/XX/XXXX. XX/XX/XXXX, as every year for the past 20 years, my husband and I received a renewal billing from XXXX Insurance for payment of our Homeowners Insurance and we promptly paid and soon received the attached Hazard Policy that shows the Policy Period of XX/XX/XXXX XX/XX/XXXX. XX/XX/XXXX and XX/XX/XXXX, as every year for the past 20 years, XXXX promptly delivered to the Golden 1 Credit Union ( G1CU, mortgage lender ) the same Flood Policy Declaration and Homeowners Policy which G1 requires on our First Mortgage and Equity Line of Credit. XX/XX/XXXX, from XXXX XXXX, G1CU Insurance Services Manager, we received the attached letter via USPS. Per XXXX letter : A review of your loan ( doesnt state which loan ) indicates the flood insurance on your property has expired.if you do not respond within 45 days, we will purchase on your behalf, the premium in the amount of {$1000.00} ( includes a policy fee of {$49.00} ) will be added to your loan We contacted our XXXX agent, who promptly sent three ( 3 ) additional copies of current Flood Insurance Declarations to Golden 1, with the expectation they would assure their loan servicing agencies to update their paperwork to show compliance with Flood Insurance requirements. We discussed all this with the Golden 1 insurance department employee ( XXXX XXXX ) who had initiated the XX/XX/XXXX letter and he indicated to us that all parties should now have the proper / correct paperwork, and that we are not the only ones who had the problem and he has written a memo suggesting changes XX/XX/XXXX, I sent an online message to the G1 as follows and attached From : XXXX XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : Complaint re Flood Insurance ; Attn : XXXX XXXX Importance : High 1. Complaint Letter re Flood Insurance 2. XXXX Flood Policy Declaration 3. Copy of G1s XX/XX/XXXX letter XX/XX/XXXX, NOTICE OF FLOOD INSURANCE REQUIREMENT ( 2nd letter received from G1CU on XX/XX/XXXX by USPS ) The unsigned form letter goes into great detail about the Federal law requires lenders to ensure that flood insurance is obtained and maintained for properties located in a Special Flood Area ( SFHA ) etc., talks about FEMA and demands we send proof of flood insurance coverage to : Golden 1 Credit Union Its Successors and/or Assigns ( ISAOAS ) XXXX XXXX XXXX XXXX, TX XXXX XX/XX/XXXX, my husband and I went into G1s XXXX Branch. We met with XXXX XXXX, Member Relationship Specialist, at the branch ( Phone : XXXX Ext # XXXX, E-mail : XXXX XXXX XXXX assured us G1s error would be corrected. XX/XX/XXXX, XXXX XXXX, XXXX XXXX sent me an e-mail message, copied G1s Insurance Services also attaching a copy of our Flood Insurance Declaration to her message. XX/XX/XXXX, XXXX XXXX, XXXX XXXX copied me on her email to XXXX XXXX which said : I will forward this over to XXXX. Contact info for XXXX XXXX : Insurance Services Representative, Service Operations Golden 1 Credit Union ; Phone : ( XXXX ) XXXX XXXX ; Fax : ( XXXX ) XXXX, e-mail XXXX XX/XX/XXXX, XXXX XXXX, I received a phone call from ( XXXX ) XXXX Golden 1 Credit Union . XXXX XXXX, identified herself as a G1 employee in the insurance department, verified our Mortgage address, loan number ; said info is correct on your Flood Policy Declaration and coverage is in effect from XX/XX/XXXX XXXX/XXXX/XXXX. XXXX said she had no idea why XXXX XXXX, G1 Insurance Services Manager sent the XX/XX/XXXX letter s and said today shell send ( by mail ) a copy of our Flood Policy Declaration to XXXX a 3rd party outside company who handles G1s insurance XX/XX/XXXX, XXXX XXXX, I sent e-mail to the G1CU ( attached ) : XX/XX/XXXX, Phone call from XXXX XXXX re Flood Insurance Policy XXXX XXXX said / verified our flood insurance was not expired and policy period is XX/XX/XXXX XX/XX/XXXX ; and the copy his department had would be forwarded to the department that handles insurance requirements Also, Manager XXXX said ( regarding his XX/XX/XXXX Flood Insurance letter ) : With G1, you have TWO mortgage loans ( see below ) and both loans require insurance coverage ( fire coverage / flood insurance etc. ) 1st Position : First Mortgage # XXXX 2nd Positon : Home Equity Loan # XXXX Problem ( per Manager XXXX XXXX ) : Insurance policy collection for each loan is not handled by the same G1 insurance department, servicing company or 3rd party / outside companyapparently, XXXX services our First Mortgage, while XXXX, a 3rd Party outside company, may service the Home Equity Loan (? ) We, the customer, has no idea who does what because the G1CU has never made it clear to us is confusing because the letters we have received have many different phone / fax numbers etc. and when I have called, the person at the other end refuses to listen to me and simply says you have no insurance coverage Manager XXXX said our flood insurance declaration was received for our First Mortgage ; but apparently was not received for the Home Equity Loan ( XXXX failed to provide reason why not, when XXXX provided it to G1 ). Also, XXXX verified that the loan numbers and addresses on the declaration G1 received are correct. I argued, we obtained both loans thru G1, regardless of who handles insurance for which type of loan, its G1s responsibility to coordinate insurance documents, not the customer, who has no idea who does what. XXXX agreed, said you are not the only ones who had this problem, I wrote a memo suggesting changes XX/XX/XXXX, Hazard Insurance, basically attached to this letter are ( form ) documentation that pertain to IMPORTANT INSURANCE INFORMATION CONCERNING THE HOME LOAN and goes into great detail, saying this document is an attempt to collect a debt etc. as they do not have proof of current coverage or there is a lapse in coverage also, PROCECURE FOR SUBMITTING WRITTEN NOTICES OF ERROR AND WRITTEN REQUESTS FOR INFORMATION but the cover letter, pertaining to Loan # XXXX ( which is one of my Golden 1 account numbers and is NOT one of my G1 Loan numbers says : Our records show that your Homeowners ( Hazard ) insurance expired, and we do not have evidence that you have obtained new coverage. Because Homeowners ( Hazard ) insurance is required on your property, we plan to buy insurance for your property. You must pay us for any period during which the insurance we buy is in effect but you do not have insurance Golden 1 Member Service Contact Center Golden 1 Credit Union ( XXXX ) XXXX ) or ( XXXX ) XXXX XXXX XXXX XXXX XXXX, CA XXXX Golden 1 Credit Union XXXX XXXX Branch XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX G1 Reference # XXXX / G1 Unique Identifier # XXXX XXXX XXXX, Member Relationship Specialist E-mail : XXXX Phone : ( XXXX ) XXXX ex XXXX XXXX XXXX | Insurance Services Representative | Service Operations T ( XXXX ) XXXX XXXX F ( XXXX ) XXXX XXXX XXXX XXXX XXXX, Insurance Services Manager ; ( XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-08-04

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Re : Complaint by XXXX vs The Golden 1 Credit Union XXXX, XXXX and XXXX, XXXX XXXX XXXX XXXX XXXX, CA XXXX-XXXX Flood Insurance Declaration ( XXXX XXXX XXXX ) Policy # XXXX Policy Period : XX/XX/XXXX XX/XX/XXXX Premium Paid to XX/XX/XXXX: {$450.00} Homeowners Policy ( XX/XX/XXXX XX/XX/XXXXXX/XX/XXXX ) Policy # XX/XX/ Policy Period : XX/XX/XXXXXX/XX/XXXXPremium Paid to XXXX : {$1300.00} G1CU, 1st Position First Mortgage Loan # XXXX G1CU, 2nd Positon Home Equity Loan Loan # XXXX My husband ( XXXX ) and I purchased our home in XXXX XXXX in XX/XX/XXXXand have resided in there ever since. After Flood Insurance became mandatory, we purchased it thru our Home Insurance carrier, XXXX and continued as notified, to pay for that coverage thru XXXX ever since ; with our most recent renewal being XX/XX/XXXXand we expect to renew our policy in XX/XX/XXXX. Same applies for Hazard Insurance. We purchased it thru our Home Insurance carrier, XXXX and continued to pay for that coverage thru XXXX ever since, with our most recent renewal being XXXX XXXX. Since XX/XX/XXXXthe process we have used for paying our flood insurance and our Home Owners Insurance ( Hazard ) has been followed with no problem until XX/XX/XXXX. We contacted XXXX, and they assure us, in a timely manner, they forwarded to the Golden 1 Credit Union ( G1CU / G1 ) proof of our coverages on property located at XXXX XXXX XXXX, XXXX, CA XXXX. We have no reason to doubt them, because for the past 20 years they have billed us, we have paid them and no word from G1. XX/XX/XXXX, G1CU sent their first form letters to us, stating we are not in compliance with Flood Insurance and since then ( XX/XX/XXXXand XX/XX/XXXX) we have received two more letters, another one regarding lack of Flood Insurance and the last letter, the lack of Hazard Insurance and those letters state both insurances are expired etc. and they will charge us to place insurances on our two mortgages ( outrageous amounts ). In conclusion, since XX/XX/XXXX( nearly 20 years ), XXXX XXXX XXXX, the facilitator, has provided the Golden 1 Credit Union , the mortgagee, with proof of insurance coverages on our residence. The process went smoothly until XX/XX/XXXX, at which time the G1CU began sending us threating and confusing form letters ( mostly unsigned ) stating we are not in compliance with the Federal guidelines and subject to harsh repercussions. We are long-time G1CU customers and it would have been nice if someone had first reached out to us to inquiry instead of thrusting forth as they have, giving the impression we are guilty of failing to abide by the rules we signed when obtaining our mortgage loan. XX/XX/XXXX, my husband will be XXXX, and in XX/XX/XXXXthe same year, I will be XXXX. The balance on our first mortgage is $ XXXX/XXXX and the balance on our equity loan is {$0.00} and our property is worth a lot more. Upon receiving G1s first letter, we contacted XXXX, who assured us they have provided G1CU with proof of our insurance coverages and upon our insistence, three more times, XXXX again provided G1CU with documentation and we doubt XXXX is lying. When we visited the G1CU XXXX Branch, the representative made a copy of the Flood Policy we brought along and forwarded it to G1s Insurance Department. A day or two later, I spoke to XXXX XXXX, G1s Insurance Department Manager, and he verified being in possession of the policy declaration and volunteered that many customers are having the same problem as us and XXXX said he wrote a memo suggesting changes to G1s procedures. We believe G1 has changed procedures, gotten a new computer etc. and G1s lying and has received proof of our coverage. We just hope somebody takes the time to read and understand all this stuff. On one side, we have provided plenty of evidence that weve complied with our flood and hazard protection requirements and, on the other hand there is plenty evidence that were being unduly harassed. There must be something less than legal or ethical going on someplace, given were both seniors and we wonder if we should seek a good lawyer. We dont know for certain, but it would seem the Golden 1 has recently made changes in personnel or policies or contracted with an incompetent 3rd party for servicing / insurance because suddenly they are not receiving our insurance policies from XXXX This issue must be resolved and soon. XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXXXXXXXXXX.XXXX ( XXXX e-mail XXXX.XXXXXXXXXXXX.XXXX ( XXXX e-mail ) XXXX XXXX XXXX XXXX Home / Landline OK to leave voice message XXXX XXXX XXXX XXXX Fax HISTORY DETAIL XX/XX/XXXX, as every year for the past 20 years, my husband and I received a renewal billing from XXXX Insurance for payment of our Flood Insurance and we promptly paid and soon received the attached Flood Policy Declaration that shows the Policy Period of XX/XX/XXXXXX/XX/XXXX. XX/XX/XXXX, as every year for the past 20 years, my husband and I received a renewal billing from XXXX Insurance for payment of our Homeowners Insurance and we promptly paid and soon received the attached Hazard Policy that shows the Policy Period of XX/XX/XXXXXX/XX/XXXX. XX/XX/XXXXand XX/XX/XXXX, as every year for the past 20 years, XXXX promptly delivered to the Golden 1 Credit Union ( G1CU, mortgage lender ) the same Flood Policy Declaration and Homeowners Policy which G1 requires on our First Mortgage and Equity Line of Credit. XX/XX/XXXX, from XXXX XXXX, G1CU Insurance Services Manager, we received the attached letter via USPS. Per XXXX letter : A review of your loan ( doesnt state which loan ) indicates the flood insurance on your property has expired.if you do not respond within 45 days, we will purchase on your behalf, the premium in the amount of {$1000.00} ( includes a policy fee of {$49.00} ) will be added to your loan We contacted our XXXX agent, who promptly sent three ( 3 ) additional copies of current Flood Insurance Declarations to Golden 1, with the expectation they would assure their loan servicing agencies to update their paperwork to show compliance with Flood Insurance requirements. We discussed all this with the Golden 1 insurance department employee ( XXXX XXXX ) who had initiated the XX/XX/XXXXletter and he indicated to us that all parties should now have the proper / correct paperwork, and that we are not the only ones who had the problem and he has written a memo suggesting changes XX/XX/XXXX, I sent an online message to the G1 as follows and attached From : XXXX XXXX [ mailto : XXXX ] Sent : Tuesday, XXXX XXXX, XXXX XXXX:XXXX XXXX To : XXXXXXXX Subject : Complaint re Flood Insurance ; Attn : XXXX XXXX Importance : High 1. Complaint Letter re Flood Insurance 2. XXXX Flood Policy Declaration 3. Copy of G1s XXXX letter XXXX, NOTICE OF FLOOD INSURANCE REQUIREMENT ( 2nd letter received from G1CU on XXXX by USPS ) The unsigned form letter goes into great detail about the Federal law requires lenders to ensure that flood insurance is obtained and maintained for properties located in a Special Flood Area ( SFHA ) etc., talks about FEMA and demands we send proof of flood insurance coverage to : Golden 1 Credit Union Its Successors and/or Assigns ( XXXX ) XXXX XXXX XXXX XXXX, TX XXXX-XXXX XXXX, my husband and I went into G1s XXXX Branch. We met with XXXX XXXX, Member Relationship Specialist, at the branch ( Phone : XXXXXXXX1 Ext # XXXX, E-mail : XXXX XXXX XXXX assured us G1s error would be corrected. XXXX, XXXX XXXX, XXXX XXXX sent me an e-mail message, copied G1s Insurance Services also attaching a copy of our Flood Insurance Declaration to her message. XXXX, XXXX XXXX, XXXX XXXX copied me on her email to XXXX XXXX which said : I will forward this over to XXXX. Contact info for XXXX XXXX : Insurance Services Representative, Service Operations Golden 1 Credit Union ; Phone : ( XXXX ) XXXX XXXX ; Fax : ( XXXX ) XXXX, e-mail XXXX XXXX, XXXX XXXX, I received a phone call from XXXX XXXX XXXX XXXX Golden 1 Credit Union . XXXX XXXX, identified herself as a G1 employee in the insurance department, verified our Mortgage address, loan number ; said info is correct on your Flood Policy Declaration and coverage is in effect from XXXX XXXX. XXXX said she had no idea why XXXX XXXX, G1 Insurance Services Manager sent the XXXX letter s and said today shell send ( by mail ) a copy of our Flood Policy Declaration to XXXX a 3rd party outside company who handles G1s insurance XXXX, XXXX XXXX, I sent e-mail to the G1CU ( attached ) : XXXX, Phone call from XXXX XXXX re Flood Insurance Policy XXXX XXXX said / verified our flood insurance was not expired and policy period is XXXX XXXX ; and the copy his department had would be forwarded to the department that handles insurance requirements Also, Manager XXXX said ( regarding his XXXX Flood Insurance letter ) : With G1, you have TWO mortgage loans ( see below ) and both loans require insurance coverage ( fire coverage / flood insurance etc. ) 1st Position : First Mortgage # XXXX 2nd Positon : Home Equity Loan # XXXX Problem ( per Manager XXXX XXXX ) : Insurance policy collection for each loan is not handled by the same G1 insurance department, servicing company or 3rd party / outside companyapparently, XXXX services our First Mortgage, while XXXX, a 3rd Party outside company, may service the Home Equity Loan (? ) We, the customer, has no idea who does what because the G1CU has never made it clear to us is confusing because the letters we have received have many different phone / fax numbers etc. and when I have called, the person at the other end refuses to listen to me and simply says you have no insurance coverage Manager XXXX said our flood insurance declaration was received for our First Mortgage ; but apparently was not received for the Home Equity Loan ( XXXX failed to provide reason why not, when XXXX provided it to G1 ). Also, XXXX verified that the loan numbers and addresses on the declaration G1 received are correct. I argued, we obtained both loans thru G1, regardless of who handles insurance for which type of loan, its G1s responsibility to coordinate insurance documents, not the customer, who has no idea who does what. XXXX agreed, said you are not the only ones who had this problem, I wrote a memo suggesting changes XXXX, Hazard Insurance, basically attached to this letter are ( form ) documentation that pertain to IMPORTANT INSURANCE INFORMATION CONCERNING THE HOME LOAN and goes into great detail, saying this document is an attempt to collect a debt etc. as they do not have proof of current coverage or there is a lapse in coverage also, PROCECURE FOR SUBMITTING WRITTEN NOTICES OF ERROR AND WRITTEN REQUESTS FOR INFORMATION but the cover letter, pertaining to Loan # XXXX ( which is one of my Golden 1 account numbers and is NOT one of my G1 Loan numbers says : Our records show that your Homeowners ( Hazard ) insurance expired, and we do not have evidence that you have obtained new coverage. Because Homeowners ( Hazard ) insurance is required on your property, we plan to buy insurance for your property. You must pay us for any period during which the insurance we buy is in effect but you do not have insurance Golden 1 Member Service Contact Center Golden 1 Credit Union XXXX XXXX XXXX XXXX ) or XXXX XXXX XXXX XXXX XXXX.XXXX. XXXX XXXX XXXX, CA XXXX-XXXX Golden 1 Credit Union XXXX XXXX Branch XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX G1 Reference # XXXX / G1 Unique Identifier # XXXX XXXX XXXX, Member Relationship Specialist E-mail : XXXXXXXXXXXX.XXXX Phone : XXXX XXXX XXXX XXXX ex XXXX XXXX XXXX | Insurance Services Representative | Service Operations T XXXX XXXX XXXX XXXX XXXX F ( XXXX ) XXXX XXXX XXXXXXXXXXXX.com XXXX XXXX, Insurance Services Manager ; ( XXXX-XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-08-01

Sacramento, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-31

Van Nuys, CA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Complaint: They did not clearly specify that they needed Tax Returns they asked me to state my income then ran my credit I never wouldve consented to running my credit if they disclosed of the fact that they would determine my eligibility exclusively base on my Tax Returns I felt like they should disclose this information before running my report I did not clearly understand that they may have requested Tax Returns specifically. They should have clearly stated that I needed Tax Returns before running my credit this has effected my credit adversely and would have clearly been prevented if they did. Please remove this hard inquiry please remove based on the confusion and lack of clarity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-15

Fruitridge, CA

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Application denied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-12

Greenwood, CA

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Complaint: Outrageous service fees for recent financial records. {$5.00} for each statement for a total of more than {$180.00}. I need financial records for my father 's rep payee account and trust account. I supervised both accounts while he had XXXX XXXX. After he died Golden 1 automatically terminated both accounts before I could download the full records. I went into the local Golden 1 office. They printed only the most very recent financial records for me. When I requested all the financial documents going back to mid 2016 they told me they will charge me {$5.00} for each and every month! It is Outrageous that they turn simple access to relatively recent financial records into a gross profit making scheme. {$5.00} for the first month is one thing, but {$5.00} for each and every month is just plain thievery. These people are crooks. A {$180.00} for me is a big deal because I am XXXX and living on a fixed income.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-09

Fresh Pond, CA

Opening an account

Checking or savings account: Other banking product or service

Confusing or missing disclosures
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-06-24

Sacramento, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-06-21

Del Rey Oaks, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-15

Discovery Bay, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I went on XXXX and saw a seller selling shoes. I then contacted him to make the purchase. He stated the price of {$150.00} each pair. I wanted 3 pairs which is a total is {$450.00}. I accepted the price and ask how do I pay for them. He then said XXXX XXXX or XXXX XXXX. I said I can do XXXX XXXX because I dont have an XXXX. I then sent the money on XX/XX/2019 to user $ XXXX. This was his wife account because his was not working. I then waited for a tracking number because the seller was stating he was giving me a tracking number once the order is shipped. I never recieved a tracking number nor did I recieve the item I was intended. I then contacted XXXX XXXX for assistance, they told me to contact the bank I use. I filed a dispute with Golden 1 credit union. They replied back with a letter stating they cant issue the refund due to the Visa Rules and Regulations. They told me to contact the third party I used which I did already. I dont know where to go from here if both company 's do towant to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-14

Hayward, CA

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-05-03

W Sacramento, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response