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Don't Bank Here!!!
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This is my last communication with them: You have been disconnected from the chatroom for some reason. If you have further queries, please close this window to lodge another chat request. Kathy : okay - sorry frustrated. Kathy : hi Ivette: I am still getting
through your message. Ivette: Hello Ms. . Kathy : hello? Kathy : Ivette: Thank you for contacting Altura Credit Union my name is Ivette. How may I assist you today? Kathy : On Monday, January 20th (the MLK Holiday) I went online and order twenty-seven sandwiches
for my son’s class for a field trip the following day. This facilitated an automated call from your Fraud department. During the automated call I was read several amounts with only generic descriptions as to whom they were to. I was also trying to log on and
see if I could see the charges. There was one charge for ten dollars from a “shoe store” that I was not sure off. My mistake was I had a question about this charge. (I found out later that New balance had put through a second $10 charge, although the automated
voice just told me it was a “shoe store” - New Balance, by the way sent me an email the NEXT day apologizing, never completed the charge and gave me a voucher for 10% off and free shipping on my next purchase...) The automated voice came on and told me that
my card had been frozen and that a new one would be sent and ended the call. Silly me, I thought I would actually get to speak to someone. I frantically tried calling customer service, which was closed for the holiday. I went online and was relieved to see
that the Live Chat was “Open”, but after waiting with eighteen other people for about ten minutes finally figured out that someone forgot to turn on the “closed sign”. It’s sad that a large national shoe company is more concerned with keeping my business and
providing excellent customer service than my local family orientated credit union. I called Customer Service on Tuesday morning. They transferred me to Fraud. The rep I talked to might as well have been a recording. She was apathetic in her tone and demeanor
and obviously reading from a script. I explained the situation to her and told her that I did not want a new card. This particular account is where I have all my auto debits pulled from and I do not want to have to go through and reset up each of them for
no reason. She told me there was nothing she could do for me and that I needed to call within 24 hours to stop a freeze on a card. When I told her it had not been 24 hours yet, she changed her story to it needed to be the same day. When I told her I tried
to call, but customer service was closed because of the MLK holiday. She told me that fraud was open 24/7/365. When I told her the machine that called and froze my card did not leave a number for fraud, I was told that I could have gotten the number from Customer
Service... I then asked for a supervisor. She left me on hold for an extended period; my phone clock said twenty-two minutes, before I finally hung up. My perception is that she had no intention of letting me speak to a supervisor and just left me on hold
until I hung up. Later I got an email from an Erika Villa saying that she received the email I sent on the 20th and that I should contact Customer Service. I answered and told her I had and that they were very unhelpful and that I had been left on hold. I
told her that I was not happy. I have not heard anything back from her. On the 23rd I received an automated email from my initial email from the 20th saying that a rep would contact me within 24hrs... as of this morning no phone call and no new card. I have
had my first auto payment returned because of this lack of service. The people who work in my branch are wonderful. If I didn’t work in Pasadena and have to leave my house at 4am and return to the Riverside area usually not until 6:30pm, I’m sure they would
have resolved this by now. I don’t feel I should have to take a day off from my employment to fix this. I actually understand the whole fraud thing... what I don’t get is why my card was frozen without an actual person talking to me first, especially as your
fraud girl told me, there’s someone in fraud at all times. It’s been seven days and I have no new card and have received no responses to any of my calls or emails. What makes this worse is this is not the first time this has happened to me. My husband and
I both have small accounts with you and we have both had our cards frozen on several occasions. We have considered bring our larger house account over but something like this always rears it’s ugly head and reminds us why being associated with a large national
bank is safer. I am frustrated and fit to be tied. Can you do anything? Gladys: May I get your account number and is there a phone number where I can call you? Kathy : I've been asking for help for over a week now. I am beyond frustrated. Kathy : no return
calls when promised, unanswered emails... bad information. Gladys: I can try to help you I am sorry for your inconvenience. Kathy : at this point yes... and why no one has bothered to try and help me. Gladys: Mrs. from your message you are requesting to find
out why you have not received your card yet? Is this correct?
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