Complain about a product or service

Public Service Credit Union of Colorado

Dawn of Loveland, CO September 30, 2009

In July 2009, my 2008 Dodge Avenger was totaled by hail. My insurance company (AAA) tried to contact PSCU several times to get a letter signed to continue the total. After 3 tries, my insurance rep contacted me. I then called Sean myself and did leave a not so nice message. He then dug the letter off his desk and faxed it back to AAA. My insurance rep then put together all the paperwork to total out the car and faxed it over to Sean. Sean continued to sit on the paperwork without notifying my rep. of receipt.

I then had to call Sean again, leaving him another message. Sean was then in contact with my rep and it was settled, AAA would send a check for the actual cash value of the car. While this was going on, when I had talked with Sean the first time I asked him about the GAP insurance that I had bought when I purchased the car. He replied that they would start the GAP claim for me and he would be in touch to get more information.

After about 3-4 weeks, I got word from my insurance rep that the check had been lost and that he had contacted Sean's supervisor about it. He was also reissuing the check to be delivered the next day and needed her signature. She did receive the second check. While this was happening, I contacted Sean and asked how the GAP claim was coming. I had to leave him another message and did not hear back. I tried him again and was informed that PSCU does not deal with GAP claims and that I needed to file it.

This has now been 1 1/2 months after the hail storm. I was not informed that I needed to be making payments during this time so my credit has continued to be blotched and when I contacted that department about it I was told that I was responsible for the loan still. I was also receiving letters from PSCU out of Texas about not having insurance on the car. I contacted them and they said not to worry about it. I filed the GAP claim and now it has been 2 months since this all started and I still am being sent late notices and notices about insurance when I have not had the car in 2 months and the insurance company has already received the title to the car. My credit continues to get trashed more that it already was. I feel that PSCU has not represented me as a client with respect or dignity and that it seems my loan and information was just lost on someone's desk and that Sean was just too busy to deal with my issues.

Kelly of Denver, CO June 10, 2009

My fiance and I just joined a credit union because compared to banks, they are supposed to be the "good guys"- no outrageous fees, policies, etc. WRONG. We set up 2 savings accounts and 3 checking accounts between the two of us. Deposited our first paychecks a few weeks ago. So far, so good. I deposited my 2nd paycheck. Fine. He deposits his 2nd paycheck. He is physically handed a receipt, with the balance underlined, showing the balance including that 2nd paycheck. Fine. Until 2 weeks later, he tries to transfer money to our joint checking so that we can pay our rent.

At which point he is informed that his account is overdrawn. What? There was $900 in there a week ago. He takes off work to go into the branch to figure out what is going on, and is informed that they put a hold on his second paycheck for TWO WEEKS. Why? Because that's "policy". So for two weeks, he continuously used his debit card believing that this money was available, then was charged a $33 fee every time he bought groceries, gas, everything. He made 10 transactions and was charged $33 each time for a total of $330 in fees. That's not even the worst part. Besides the fact that I can't think of a single logical reason why they would need a policy like this screwing their customers, they DON'T TELL YOU. He was given a receipt with the balance showing that those funds were available. My 2nd paycheck was deposited just fine, why was that? When you go online to view the transactions on his account, it shows the funds there as if they are available. For example: $900 balance. -$33 fee. $867 balance. -$33 fee. $834 balance.

pAnd so forth. HELLO? If you are going to have a policy like this, you need to make sure that your customers know instead of hiding it in the fine print!!!! Show it on their bank balance! Don't just start subtracting fees! He was laid off twice in the past year- we are struggling enough, we need every penny of our paychecks. Our rent check bounced and now we don't have enough money to pay our rent. And to top everything off, we were told that they wouldn't refund the fees because they "couldn't". The "system wouldn't let them". I'm not an idiot- I used to work for a bank. YES YOU CAN!

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