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Business Profile

Credit Union

California Coast Credit Union

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for California Coast Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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California Coast Credit Union has 19 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/15/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally report an issue that occurred concerning my direct deposit from the ****************************** (**).In December 2024, I attempted to update my direct deposit information to have my payments redirected to my account at ***********************************************************************. Unfortunately, an error was made in the account number I provided. The correct account number is **************, but due to a clerical mistake, the last four digits were entered as 2339 instead of 2399.On January 31, 2025, when I did not receive my expected VA deposit, I became concerned and contacted CalCoast Credit Union for assistance. A banking representative named ***** informed me that the funds had been deposited into a working account. She explained that the institution processes transactions based solely on account numbers and does not verify account holder names.***** further advised me to request that the VA send a Letter of Indemnity to CalCoast Credit Union. She stated that upon receipt of this letter, the funds would be transferred to my correct account within 48 hours.Later that same day, I spoke with another CalCoast representative who advised that, under such circumstances, the funds should have been returned to the VA if deposited into an incorrect account. This representative placed me on hold to consult with *****, and upon returning, reiterated that the appropriate course of action would still be for the VA to send a Letter of Indemnity.This conflicting information has caused significant confusion and delay in resolving the matter. I am therefore seeking your assistance or guidance in recovering the misdirected funds and addressing any potential wrongdoing related to the mishandling of my deposit.

      Business Response

      Date: 05/22/2025

      May 22, 2025

      ******* *********
      ****************************
      ************************************

      Re: Complaint #********

      Dear ******* *********,
      On May 15, 2025,we received your complaint submitted to the Better Business Bureau. At California Coast Credit Union, we take all concerns seriously and are committed to providing exceptional service to our members.
      We have reviewed your case regarding the $4,638.12 ACH deposit from the ****************************** (**), which was misdirected due to an error in the account number provided. As discussed during our recent conversation, the deposit was processed to an active *** Coast account that does not belong to you, based on the **** line information submitted to the VA.
      After researching the issue and reviewing the non-receipt claim response you provided from the VA, we successfully located the funds, and have returned them to the Department of the Treasury via certified mail in the form of a cashiers check.
      We understand how frustrating this situation must be and remain committed to supporting you through its resolution. If you have any additional questions or need further assistance, please do not hesitate to contact us directly.
      Sincerely,
      ***** ********
      Manager, Card and Payment Operations
      California Coast Credit Union

    • Initial Complaint

      Date:06/25/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was able to update my account information freely. The last change was in April 2024 where i updated my email and phone number through online access. I lost my debit card around first week of June and requested replacement. Replacement card was received. However, i am not able to use the *** or get cash since it needs a new PIN. i discovered this when i needed to get cash at *** and said my PIN was invalid. I called the number from the website and letter where i could establish a PIN. the prompt said I was unable and had to contact my financial institution. The representative said the issue was that i am calling from a number that is not on file AND i had to go through a docusign to change my phone number to my account. While using the Docusign app, i was unable to update my signature to my legal signature reflected on my CA DL. I printed the DocuSign and signed it and sent it to support. Support said i had to get it notarized. I do not have money to notarize every change to my bank account. I requested to update my signature on the Docusign and was denied by customer support. I spoke with a fellow who is also a member of the financial institution and they were able to manage their account online with no troubles or being forced to use docusign or go to a notary or visit a branch that is located 600+ miles from my residence. I have been a long time customer and am wondering why i am being siloed into having to meet extraordinary hoops to conduct standard basic account management actions.

      Business Response

      Date: 06/28/2024

      Thank you for taking the time to submit your review dated June 26, 2024, to the Better Business Bureau (BBB). **** attempted to contact you to discuss your concerns, but to date, we have been unable to reach you. We would like to discuss ways to change your name on your account that provide you with convenience and account security. Regarding your additional desired outcomes,our records indicate that your phone number was recently updated, and you are actively using your account. For the reasons listed above, California Coast Credit Union considers this matter closed. At California Coast Credit Union, we are committed to taking service concerns seriously and appreciate you taking the time to share your experience. Please contact us at ************ if you need further assistance.

      Thank you,
      ** *************************

      Customer Answer

      Date: 07/03/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  California Coast did enable me to be able to change my email, phone number as normal from the online website (not the app)*. California Coast manager DID take the extra steps to identify the issue was that they did not update my phone number to my debit card - which prevented me from establishing a PIN for almost 2 weeks after receipt of the card and a few phone calls for help. California Coast did acknowledge that the DocuSign and Notary request was not appropriate and could have resolved the problem on the first call to check and ensure my phone number was associated to the debit card as well. I DO hope that California Coast will help me correct my Son's name, as it has been legally changed many many years ago. I have ALREADY paid for Notary x2 and sent in paperwork via snail mail twice and they said they never received it. I don't think i need to pay an additional $27 for third notary and have major concerns being forced to send our SSN, DOB, DL, residence and all information in public US postal mail after two attempts. 

      NOTE: I do appreciate California Coast and hope that they will appreciate ALL of their customers no matter where they live or operate and provide a means for us to conduct day to day business without unnecessary hoops or means of data leakage. 


      Regards,

      ***************************

       


    California Coast Credit Union is NOT a BBB Accredited Business.

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