Coastal Credit Union
Reviews and Complaints

My father recently passed away in March and had a car loan with Coastal. Shortly after his death, the Covid pandemic erupted and similar to other consumers, we put the loan in deferment for a few months. Once the deferment period ended Coastal accepted 2 payments. We went to make the 3rd monthly payment and were told that since my father was deceased, we needed to either refinance or turn the vehicle back in. We requested paperwork concerning my father's loan and/or Coastal's policy concerning death of a loan holder and were denied. My mother forwarded paperwork showing that she was able to speak on my father's behalf as his surviving spouse and we were given same options. I asked to speak to supervisors on multiple occasions with no response. Coastal takes advantage during one of the hardest times in a persons life!

Coastal's Visa fraud department is atrocious. I recently had the occasion to purchase a laptop computer for my third child. In the same month of 2017, I purchased the same well known brand of laptop for my oldest child and they froze my Visa account so in straightening out that mess, I signed up for text alerts. Then, in the same month of 2019, I again purchased the same brand laptop for my second child and warned the Visa department of Coastal that it was a legitimate purchase. Luckily, that purchase did not produce a problem. This month (1 year later), I again purchased the same brand of laptop for the approximate same amount for my youngest child. I again called the Visa department of Coastal and informed them the purchase was legitimate and that there also was a history over the last 3 years of buying the same brand laptop in the same month for approximately the same amount. This time, I received a text message that wanted to know if the purchase was fraud. So I dutifully responded No immediately that it wasn't. Then, I discovered in an email from the laptop company that Coastal had subsequently denied the charge to the company. I immediately called Coastal to complain and ask why my previous call and text and been ignored, I was informed that the text response had only unfrozen my card for further purchases and that their fraud department often ignores notes from the customer about the legitimacy of a purchase. When I asked what more I could possibly have done to avoid this result I was told nothing. What a complete outrage. Reputable credit card handlers have automated software that can almost instantly verify purchases against historical activity for legitimacy. Reputable credit card handlers don't ignored prior information provided by their customers of the legitimacy of an upcoming charge for goods or services. Reputable credit card handlers would not block an order or freeze a credit card without multiple avenues of discovery to determine legitimacy including reviewing the recent customer input and making attempts to contact the customer directly. What if I was traveling and found myself in a new location in need of an expensive auto repair or wanted to purchase a significant gift for a family member or friend? Now, I can no longer trust this credit card to be available should I need it for an important or emergency purchase even though this last fiasco involved a purchase that was only a fraction of my credit limit. Their fraud department is antiquated, inept and doing significant damage to their Coastal brand and the overall Visa brand.

Upon my grandfather putting a down payment on my 2021 *** which was 5000.00 the car was in his name and i was making the payments due to the fact that my granddad was hospitalize. The car was repoed and I came up with the payment to get it back and now they won't release it to me and have taken 2.600 dollars of my money also they said they do not allow people to get cars for other people in their name. But when we got the car from the dealership everything went through Now they are saying that I have to bring my grandad in to get the car when he is in the hospital. They won't add me to the loan because they say they don't do that but i am the one making the payments. OF Down payments and payments

CFCU failed to close accounts as requested five months ago then charged fees and docked my credit score Checking and savings accounts were unused for several years (we moved) so I transferred the funds from all of the accounts and requested the accounts be closed about five months ago. A recurring small monthly donation to a charity mistakenly was still drawn against the checking account. Instead of rejecting the payment Coastal paid the withdrawal then counted it against an automatic loan. As I did not follow these accounts believing them closed Coastal then called the 'loan' in default, started racking up fees and docked my credit score for a relatively small amount of a 'loan.' Of course they have no record of my request to close the accounts (otherwise they would already be closed.)

Coastal Federal Credit Union will not provide account status or payment information on a 2nd Mortgage account I have through them. I am currently in a Chapter 13 program, but am paying CFCU directly, am current on payments and am simply trying to verify balance and payment information since they refuse to provide statements. When I call, they transfer me to a third party that services their loans and that third party refers my questions back to CFCU who refuses to answer them. I am taking the step of filing a complaint here in the hope of getting it resolved before I proceed to legal action. Their refusal to provide this information is affecting my ability to refinance our loans and transfer this loan to another lender. I am not certain if this is intentional or just negligence, but it certainly does not seem to be legal.

online bank access compromised. poor customer service, just and hostile employees that find it acceptable to hang up on their customers. 1/12: online banking app will not load so I call in for support. I am told to delete and reinstall app which has been completed with no resolve. I ask for the call to be escalated and I am hung up on. When I call back in after being hung up on I am yelled at by "***". I don't think it acceptable to be yelled at by my financial institution when I am expressing the frustration of having a problem and being hung up on. In total I called 6 times and was never provided with an answer regarding the coastal online banking app. I spoke with representatives that titled themselves "supervisor" and "team lead", however lacked professionalism to simply speak to customers appropriately and provide answers to questions. I cannot access my account and this is unacceptable.

On 10/19 I received a call from a stranger that also has an account with Coastal Credit Union. *** contacted me because she requested an online form to update her information. The agent that assisted her with a digital request is the same agent that assisted me with my request At issue, that agent submitted my form with my personal information. Social Security, DL home address everything that this lady would need to start anything she wanted. I immediately contacted them with the information from the account set up. I have apologies and offers of credit monitoring free for a year but they never contacted me to own this error prior to the customer calling 3x to warn me. While they feel confident that this stranger can be trusted I need them to acknowledge this and announce that they allowed this breach. The fact that all outreach has had to come for myself is telling. Finally I received an unofficial offer of free credit monitoring. Not LifeLock though.

I bought a truck from a dealership in Smithfield and it was financed through coastal federal credit union. I had several issues with never getting mail from them and the dealership gave the wrong address on financing paperwork. They were called and told of this but I was told they could do nothing over the phone and advised I go to a bank that is more than an hour away and that they couldn't help me. I then was called about a payment and paid twice my payment for my first payment and was made to understand over the phone I was paying for 2 months even tho I was called the next month and told to pay again. This angered me and upon asking I was told the bank was charging me for insurance that I already had through ***.*** provided the bank and I yet again paid over 600 twice my normal payment to make sure I was good. They advised me they received the coverage from *** and that I would be reimbursed with payment on my loan and instead repoed my truck.

May emailed Bill Pay to fax proof that bills were paid. They didn't receive it. Asked again. BP hasn't answered phone in a month. I emailed them asking to call me. No response. I asked the manager to fax the documents; she did. They say they didn't get them. In the branch, the manager spoke to Bill Pay and fixed two glitches with the system but not my issue. Spoke to the Branch Manager as I left regarding issues. Someone emailed saying she understood the problem was solved. It isn't! They say I owe $243; I do not. Another woman emailed. I responded and got an automated response they were out of the office. Today a woman called with excuses: 1. The person in Bill Pay didn't respond to my emails because they were on vacation. (why didn't someone else step in?) 2. The manager said the problem was fixed. She then asked what she could do to fix the problem. I said as asked weeks ago, call me with proof the bills were paid. 'No, we won't do that.' As Mr. acknowledged, 'This is unacceptable.' They have internal emails to me.

I was advised multiple times between January and March that I was not able to make principal only payments to my loan. I've overpaid interest. I spoke with multiple representatives including a supervisor recently by the name of Monica who advised that my credit was being worked on and that I would receive a call back only to be told she forgot to call me. I have been fighting since February to make principal payments on my loan to reduce my balance only to keep being told it couldn't be done up until this past month where I was told it could be done. My carpent has been paid 3 months ahead since February and all of it is going towards my regular psyments which is eating away with interest. I requested multiple times to be able to refinance my loan in which I'm being denied and a whole lot of other issues. Everyone keeps saying they will call back and they never do. This seems to be a normal practice with this company and no one is assisting. I requested calls be pulled back to January through March only to be advised those calls were not pulled yet a decision was made to not allow me to refinance my loan nor a back date of principal payments to my account.

The Credit Union intentionally sent me home from an appointment with the promise of locking in a refinance rate and then ignored me until it increased I've been very patient. I initially walked into this Credit Union on the 6th of March and was told to schedule an appointment. I gathered all the materials I needed and returned on March 10th where I met with one of your employees. I was told that I had brought all the correct documents, we went over the rates which had actually lowered to 2.70 fixed 15yr which I was pleased with and agreed. I recieved my printout with the estimation and I agreed to the terms. It was then I was instructed to go home and fill out the application online. I thought this was strange but was reassured we would lock in the rate that night. "Just call once everything's completed and I'll push everything through." The employee seemed extremely busy so I agreed to these terms (trying to help him out) , left everything he needed and went home and completed the application online within a few hours. I then contacted this employee as required. I didn't recieved a response until a week later, a copy and paste email saying I would be contacted soon; I wasn't. It wasn't until March 27, after all the rates increased, that I finally recieved contact.

Refusal of skip-a-pay program after being told I was approved by another rep Account details. Was told in March to wait until Visa was given approval for the skip-a-pay program. Attempted contact for weeks after I applied. Finally contacted online. Received a message stating it was received and being worked on. Called repeatedly until someone spoke with me, apologized for the delay, and approved the Visa for 4 months. Was informed interest would accrue and next payment was due 7/13, with about $23.00 in interest monthly. Today, after being transferred through three departments, the last person hung up on me, saying I didn't qualify because my credit card no longer met the requirements. I explained the delays caused the issue. They stated they couldn't help and ended the call. Coastal's actions towards families in need during this crisis show a lack of sympathy for COVID-19. They required a complete application for those behind without offering actual help. Their behavior during this time of need, with people suffering from loss, illness, unemployment, and hunger, needs to be brought to light.

Customer requested to have account closed. Agent advised that they could close all accounts but savings. Customer agreed. Customer requested to close account save for auto loan. Agent advised that they would close all but savings account. Customer agreed. Customer changed all payment settings but insurance incorrectly withdrew from account. Account was placed at a negative with an overdraft fee. Customer lives in Michigan now and has no way to deposit. Customer advised that he wished to do things in an easy, kind manner by just paying with card or e check, but since this was not possible customer escalated and asked to have the previous call pulled. Agent advised that extra steps would have to take place to close accounts, but completely ignored requests to pull call and review notes. Such practices are unacceptable and on their own would be worthy of escalation. Even assuming customer's memory is wrong, the agent should be willing to access notes and call data. It may be the case that additional steps should have happened, but it may also be the case that the customer was assured that the accounts have been closed, which would be incorrect for the previous agent to promise if the accounts had not been closed. The overdraft issue was only noticed on 10/8 in the evening because customer thought checking account was closed and autopay had been changed. Customer called in on 10/9. Customer was told to make a deposit at a credit union that will not be open until 10/12.

My deposit disappeared in the Coastal ATM and after 40 minutes on hold with their customer service department I have no idea where my paycheck is. This evening 11/21at 6:30 pm I attempted to deposit my weekly paycheck into the Coastal ATM. The Atm took my check and then gave a message that it was" not accepting deposits " the ATM did NOT give me a reciept and did NOT give my check back. I called the phone number on the ATM and ( issue 1) was on hold for over 40 minutes before I got a representative. After the rep came to the phone I asked if they could send someone out the the branch to get my check out of the screwed up ATM. the rep had to call a supervisor that said NO they would open a ticket but would not send someone to help. I asked the rep to credit my account for the $754. because it was not my fault that their equipment was not working. ( issue 2 ) they took my chek and did not credit me anything. the CS represenrative then said This happens alot when ATMS are not serviced and need to be serviced. ( issues 3 ) IF YOU KNEW THE ATM HAD ISSUES WHY DID YOU NOT SERVICE IT BEFORE THE HOLIDAY WEEKEND. I was then told that a claim had been opened up on my missing paycheck and someone from the BRANCH would call me MONDAY. complete BS to make a customer wait 1 and a half days to find out where there deposit had disappeared to.I did ask the CS rep what happens to the people that need to make deposits from now until monday ? are all of the weekend deposits going to be eaten by the ATM and she had no answer . Horrible customer service and horrible business process.

During my 'attempted' mortgage loan, at qualification stage, I was asked a direct question/inquiry about the nature and/or severity of my disability. Coastal Credit Union as they often call themselves on public websites and as they are listed here on the ComplaintsBoard.com (ComplaintsBoard.com) website, is actually Coastal Federal Credit Union (CFCU) which is their official name. In other words, Coastal Credit Union is the same credit union as Coastal Federal Credit Union (CFCU), they use different names which is confusing but they are the exact same credit union based in Raleigh North Carolina and I am a member of this credit union. I applied for a mortgage-refinance loan with Coastal Credit Union/Coastal Federal Credit Union in 2019 with my qualified disability income as source of income for loan repayment. During the mortgage loan qualification stage, in an email sent to me, I was asked a direct question/inquiry by my/the Coastal Credit Union/Coastal Federal Credit Union (CFCU) Mortgage Loan Officer/Mortgage Business Development Officer about the nature and/or severity of my disability. I have the entire email trail. In an email to me, this Coastal Credit Union/(CFCU) Mortgage Loan Officer/Mortgage Business Development Officer asked me the following direct question regarding my disability (note the company name has been REDACTED here on ComplaintsBoard.com for privacy), this is the question asked of me: 'The other question I have is, are you on permanent disability from REDACTED?' As fair lending laws are written such as the following partial copy/paste from Code of Federal Regulations: d. Making any inquiry to determine whether an applicant has a disability or making inquiry as to the nature or severity of a disability of such a person in violation of 24 C.F.R. § 100.202(c); As I explained above, during my attempted mortgage loan with Coastal Credit Union/Coastal Federal Credit Union (CFCU), I was asked a direct question/inquiry about the nature and/or severity of my disability by my/the Coastal Credit Union/Coastal Federal Credit Union (CFCU) Mortgage Loan Officer/Mortgage Business Development Officer with the following REDACTED question being asked of me in email to me: 'The other question I have is, are you on permanent disability from REDACTED?'. This question/inquiry to me regarding my disability by Coastal Credit Union/Coastal Federal Credit Union (CFCU) Mortgage Loan Officer/Mortgage Business Development Officer caused me ongoing physical pain and suffering and ongoing mental pain and suffering. I feel strongly that this direct inquiry/question to me by Coastal Credit Union/Coastal Federal Credit Union (CFCU) Mortgage Loan Officer/Mortgage Business Development Officer violates Fair Lending, etc. because this question is the same as asking me the Severity and/or Nature of my physical condition and/or mental condition, since the question of "permanent" directly relates to Nature and/or Severity of my, or any, disability as it directly relates to, but not limited to, duration of my, or any, disability in terms of time (i.e. permanent), which must involve knowing the "Nature and/or Severity of" my, or any, disability to conclude whether or not the disability is "Permanent" or not. Therefore, I feel it is more than clear that Coastal Credit Union/Coastal Federal Credit Union (CFCUs)/Mortgage Loan Officer/Mortgage Business Development Officer violated fair lending laws, etc, by asking me a direct question regarding the Nature and/or Severity of my disability.

Mortgage loan was preapproved, after almost 2 months of sending required documents and pressing the bank for a decision, we were decline the loan. My husband and I applied for a Construction Mortgage Loan through Coastal Federal Credit Union on 8/5. We were given a letter of pre-approval on 8/9. Eventually on 10/8 we were notified that we were not approved for the loan(after 2 months of sending required documentation back and forth and them actually setting a closing date). In between August and October we let Coastal know that we were sort of in a pinch as we did not own the land and needed to keep our land sellers abreast of any changes or updates with the closing due to them continuing to have the land on the market and getting several offers on the land a day. Every time new documentation was requested it was sent over immediately such as paystubs, tax information, bank statements etc. We were also giving the sellers of the land more due diligence money every few weeks that the closing lingered because we wanted to show that we were truly interested in the land and that we were still working on the closing with the bank. On 8/31 we officially went under contract with the builder and all that information was sent over to Coastal for reference. At this point, almost 3 weeks after our preapproval and submission of initially requested information, we were not informed of any issues with our loan application process as well as have paid money to the builder to lock in our "dig date", our floor plans and secure them as our builder. On 9/2 we signed disclosures and an agreement for construction draws, which we thought meant we were still on track and there were no issues. Between 9/2 and 9/16 we did not hear anything from Coastal and were still under the assumption that everything was fine and they were working on our loan. On 9/16 our real estate agent reached out to us and asked if we could get an update on the status of our loan from Coastal and send to him so he would then forward to the land sellers again, because they were continuing to receive offers on the land. At that point we were given a tentative closing date of 10/16 and that's what was forwarded to the land sellers. Again, at this time were not notified of any outstanding issues/concerns with our loan application. From 9/16 to 10/2 (another 3 weeks) there was no communication from Coastal and we were still under the assumption that there were no issues. I sent more requested documentation on 10/2 and asked for an update and her response was "Thanks for the updated documents. I will review these and let you know if we are able to resubmit to get the pre-approval. Based on the Written Verifications of Employment I received the income is not enough to meet current guidelines. Let me know when we might receive the survey as well because we need to make sure flood insurance is not required which would increase monthly expenses that affect qualification as well. Thank you for your patience and we are doing everything possible to get you an answer as quickly as possible." This is the first time we were alerted that there was a possible issue and I had to basically read between the lines to figure that out, no one had mentioned a second pre-approval process nor why this was the case until now. Even after pressing for more information, all we were told was that it was being worked on that they would get back to us as soon as possible. Eventually I sent an email letting them know that if a decision was not made within a few days we would lose the land and even continuing the process after that would be pointless. We were contacted within 2 days, the fastest return communication of the entire process and told that the loan was not approved. The person I spoke with was the same person that had been communicating with me the whole time but was unable to tell me the details of the denial, what we could do the change the outcome or if that was even possible. We were promised a phone call to provide the details that she did not have and did not received that call nor a follow up email.