Coastal Credit Union
reviews and complaints

Business Response Coastal is currently working with the complainant to resolve the concern. Consumer Response Okay I am waiting on them to give me a answer to my request Business Response Coastal is unable to return the vehicle to the complainant. Coastal has accommodated the request to refund any monies paid while attempting to redeem the vehicle.

Business Response Coastal apologized to the Complainant for the experience and accommodated the desired resolution. We were not able to locate the initial close account request.

Business Response Coastal worked with the member to accommodate his desired resolution. In addition, the member's feedback has been forwarded to management for service improvement. Consumer Response Coastal provided the information requested following the complaint.

Business Response Coastal contacted our member with the intent of helping resolve her issue and hopes of identifying the cause as to prevent future problems. Our agent respectfully requested the complainant not use abusive language before feeling it necessary to terminate the call. Further research confirms that Coastal didn't have system outages on this date. We have been able to verify that our member has since been able to gain access to her mobile banking app. Consumer Response I called in 7 times.***, your employee, was the last call. She said "no one put in a ticket for your problem". She and I troubleshot the phone AGAIn and a ticket was entered. Then next day I had access to my account. The other 6 times I called in about not having access to my account I was hung up on, laughed at, treated rudely so I suggest CCFU listen to all seven calls before they accuse me of being the person to use rude and abusive language. I will move my money to another bank. No problem. Business Response We feel badly that we were unable to meet the expectations of our member during this interaction. We use all member feedback as an opportunity to evaluate and improve the level of service we provide. Having reviewed this complaint in detail we do feel our team acted efficiently and professionally while attempting to trouble shoot our members issue with digital banking. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This is not an acceptable explanation nor is it an apology and therefore I will be using a different bank in the near future. Furthermore I didn't t use any language. However your employees laughed at me and hung up on me and did not provide customer until call 7 with***. You must not be listening to all the calls, which is unfortunate and biased.

Business Response Coastal spoke with both members involved in the situation to offer our apologies on October 19, 2020. We engaged in conversations with the complainant regarding her concerns and offered a complimentary one year membership to Experian IdentityWorks(SM) Credit 3B. We sent the member a letter expressing our regret in writing and included instructions on how to enroll in the identity theft monitoring service. We also addressed the matter with the employee responsible for the error. At this time, the member declines to speak with us further regarding the complaint filed with the Better Business Bureau on November 6, 2020. Consumer Response They did speak to me, after, I reached out to inquire about the incident. Why was it the customers responsibility to contact me? They should have immediately contracted me They chose not to make this known to me which I feel could or can potentially cause a problem and I would not have known where to start. They seem to down play this and have done more to protect the other party then they have me. I went out and got my own credit protection after I didn't hear from Ms *** and I initiated another phone call to her. This isn't a one off. They need to formally acknowledge just as any other company that leaked information. Put it on the website and advise their customers. I'll await the reply and I'm also planning to reach out to Troubleshooter ABC11. It's unfortunate that this comes down to me being ignored and unaware had it not been for the customer Business Response Coastal is committed to addressing member concerns. The error involving the complainant is not one we take lightly. We were not aware of the error until we were notified by the complainant/member (the "member"). Once notified, the issue was immediately escalated to the VP, Call Centers, who handled all subsequent correspondence with the member. Coastal spoke with the member several times until we confirmed with the member that our letter had been received by her, which included an explanation, our sincere apology, and free credit monitoring services. In addition, Coastal confirmed the information was deleted by the other party. We are deeply sorry this incident has severed trust with the member. We have reviewed our processes internally and have taken extra steps to ensure our members' information is protected and errors like this do not occur again. At this time, Coastal has taken what steps we can in order to address and rectify this error. Business Response As previously noted, this was an isolated incident and Coastal, upon learning of it, immediately dealt with it with the seriousness it warranted. Coastal has already had multiple direct communications with this member regarding this matter and, to the extent this member wishes to have further communications with Coastal regarding this matter, Coastal stands ready to discuss same directly with the member. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Coastal continues to stress this is an isolated incident. Every communication initiated was by me. I don't believe for one minute that had I not sent the email this would have been made known to me. There's is nothing I can force, but I'm going to be a sounding board on every social site that is linked to Coastal. My experience is real the leadership would not have notified which I feel is why this can be stated as being a one off. Question, when I share my experience on this issue will this be the exact statement of response to the NCUA? My reaction is because I know I was never going to be contacted by Coastal. Coastal should have reached out to me and I have to wonder why they didn't and that still hasn't been answered. I reached out for answers I wasn't offered any. Why didn't leadership reach out to warn me?

Business Response Coastal is in contact with the member and attempting to resolve the complaint. More Information from Business: Coastal worked with the member and accommodated the desired resolution.

Business Response Coastal worked with the member to contact *** regarding the billing issues. Coastal sent all requested proofs of payment via email to *** and is currently following up to ensure payments are accurately credited to the account. At this time, *** states the member's payment history is current. Consumer Response What Ms. forwarded me from *** had completely wrong dates and I relayed this. I wrote to a bank manager three times regarding the ongoing issues and received no response. New Problem: CFU's alerts do not work when your balance is at a certain point. This is across the board for everyone. I notified a supervisor who did not respond in a timely manner. The fact that no one can/could be reached in the Bill Pay Department, for over one's month's time, and only brieflly via email (because employee went on vacation) or phone is absolutely unacceptable.

Business Response Coastal worked with the complainant to reach a resolution. Consumer Response Issues have been resolved.

Business Response Coastal is interested in resolving all member concerns. Our records indicate the complainant applied on March 10th and was contacted by our mortgage loan officer the next day with a conditional approval. The complainant chose to wait to see if rates would fall below 2.70%. In early July, the complainant reached out to our mortgage loan officer and inquired about rates. After hearing rates had risen since his application in March, he again chose to wait for rates to lower. Coastal attempted to contact the complainant on three separate occasions to reassure the complainant we could still meet his desired resolution with the original rate. No response was received by phone or email by the complainant. Consumer Response I was taken aback with how many blatant false statements were located within the Credit Union's response. False: I most definitely did not want to wait for the rates to fall below 2.7! I wanted this locked in, that's why I attempted to reach via phone multiple times on the multiple phone numbers associated with the loan officer. This is one of the lowest rates in recent history, I'd have been foolish to expect any more of a drop. That's why I even filed this complaint. Like an idiot, I even tried to give the benefit of the doubt and work with the location a second time when the rates dropped again on July 7. Obviously that was a mistake since I was screwed over again. The branch did try to contact me but not the original rate of 2.7. Instead they tried to increase the rate to 2.875 AND CHARGE ME POINTS TO GET THERE; in the response they say the followed up with me and offered me the original rate. I have the email, I don't know why they would try and pretend it was the original rate? I received a conditional approval the day of (which I wanted to do at the Union but was asked to do it at home; which was basically their way of blowing me off) and did not receive a follow up until TWO days later, not the next day. The follow up was to say that I would be contacted soon; I was finally called mid April (a month later) after multiple failed attempts to reach my loan officer. Of course when I received this call a month later I wasn't interested in taking the .3 increase on rates A MONTH LATER. They say that in July I "again passed on the rate". I have a text where I literally say "I just want to at least get the rate locked in this time" on the day of; I didn't receive a response until 2 days later. The only thing true in this response is the following: I did apply originally on March 10 I did reach out A SECOND TIME in July They did send me an email with a quote (not close to the original and not on 3 occasions like they said) This isn't a difficult situation and I'm honestly not a difficult person. If they had any interest in making this right they wouldn't have aggressively lied in their response to you and they wouldn't have sent me such a bogus offer when I was up front in my request. I probably would have just moved on after their bogus email but I'm extremely offended by the slander in their message Please let me know if and where I need to send additional screenshots or emails to rebuttal their claims Business Response Coastal and the Complainant have locked in an interest rate and have moved forward with the mortgage refinance.

Business Response RESPONSE: Coastal apologized to the Complainant for her experience and accommodated the desired resolution.

Business Response Coastal apologized to the Complainant for the experience and accommodated the desired resolution. Consumer Response All set

Business Response Coastal apologized to the complainant for her experience and accommodated the desired resolution.

More Information Received From The Consumer Coastal Credit Union/Coastal Federal Credit Union Refused to include my Long-Term Disability Income on my mortgage refinance loan application. I applied online for a mortgage loan with Coastal Credit Union/Coastal Federal Credit Union (CFCU) on their online website using my qualified disability income as source of income for mortgage loan repayment. Coastal Credit Union as they often call themselves on public websites and as they are listed here on the Better Business Bureau (BBB) 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 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. During my attempted online mortgage loan, at qualification stage, the Coastal Credit Union/Coastal Federal Credit Union Mortgage Loan Officer/Mortgage Business Development Officer sent me emails and left me a voicemail message requesting additional information concerning my Long Term Disability (LTD) income and placing additional burdens on me regarding my Long-Term Disability income, stating that Coastal Credit Union/Coastal Federal Credit Union needs to show that my Long Term Disability income is going to continue for at least three (3) years. These additional requests and burdens came AFTER I had already sent all the Long Term Disability income proof requested of me by CFCU Mortgage Loan Officer (REDACTED) at early stage of online application stage and all my documentation was received and reviewed by CFCU. I had already provided CFCU Mortgage Loan Officer with the following qualified and sufficient documentation proof of my Long-Term Disability income which is above and beyond what was initially requested and required of me by CFCU, and what is required by mortgage underwriting guidelines for Long term disability income that does not have a defined Long-Term Disability Expiration Date and/or Long-Term disability Modification Date such as mine. The following is what CFCU had ALREADY requested, received, and reviewed from me BEFORE they placed additional requests and additional burdens on me, I had already provided CFCU with; Two (2) years of most recent official Long-Term Disability (LTD) income W2's, Six (6) months of copies of original Long-Term Disability (LTD) paystubs, 5 of the LTD paystubs were most-recent-and-consecutive, and 1 LTD paystub was from 2016 indicating history of steady robust Long Term Disability income from this same LTD income source. However, the CFCU Mortgage Loan Officer continued to request additional proof of my Long Term Disability income, in email and voicemail to me. But that did that not satisfy the CFCU Mortgage Loan Officer, and so in the voicemail the CFCU Mortgage Loan Officer left for me she suggests that I, as a disabled applicant, physically 'bring in' even more Long Term Disability documentation to prove at least 3 years of continuance for my Long Term Disability income AND ALSO in this very SAME voicemail REDACTED goes on to state that she removed my Long-Term Disability income altogether from my Coastal Credit Union/Coastal Federal Credit Union loan application and just left my separate disability income source as qualifying income. These conflicting voicemail statements in the same voicemail, described above, by the CFCU Mortgage Loan Officer were and still are very alarming to me. I should note that this removal of my LTD income from my CFCU mortgage loan was done without my prior agreement. Please note that NONE of my proof of income documentation for my disability income have a defined expiration date and/or modification date at all. ALSO IN ADDITION TO, what I describe above, this same CFCU Mortgage Loan Officer also stated to me in an email to me 'that it would be helpful if I, as a disabled applicant, (physically) brought ALL of the documentation that I had ALREADY provided to her/CFCU, in to a CFCU "building" so that REDACTED could scan it'. This CFCU loan officer is once again wanting me to physically deliver ALL documentation, in its entirety to a CFCU "building". I felt and still feel that the true underlying reason for CFCUs unheard of request/suggestions of me to physically "bring in' documentation was so that CFCU/loan officer could visibly inspect me to make a judgement on whether or not my LTD income would continue for at least three years. In my strong opinion these actions by CFCU Mortgage Loan Officer REDACTED violate Fair Lending and ECOA laws. This is a partial copy of an email, not exact or original, that was sent to me by REDACTED CFCU Mortgage Loan Officer: 'REDACTED wrote: Okay, thank you. I will update you with what is still needed. It would be very helpful if you brought all of the documentation to me so I can scan it.' Desired Resolution: Coastal Credit Union/Coastal Federal Credit Union (CFCU) caused me ongoing physical pain and suffering and ongoing mental pain and suffering. Refusing to accept and include my Long Term Disability income (among many other issues) on my loan application was and is extremely humiliating among other profound hurtful things I am experiencing and feeling because of the actions and inaction's by Coastal Credit Union/Coastal Federal Credit Union (CFCU). I am offering Coastal Credit Union/Coastal Federal Credit Union (CFCU) the opportunity to DO THE RIGHT THING by making a serious offer of resolution to make me as whole as I can possibly be after the damage that has been done to me by Coastal Credit Union/Coastal Federal Credit Union. I feel that as things stand, at the very least, serious risk of costly Reputational Damage to Coastal Credit Union/Coastal Federal Credit Union, and individual 'real estate agents' will always linger and likely to happen without reasonable resolution to my persistent factual complaints that I have already filed, and will file in future, unless resolution is reached. Business Response Coastal is always interested in listening to the member's perspective and resolving outstanding concerns. In this case, the complainant has filed this same complaint with the National Credit Union Administration (NCUA). The NCUA is the independent federal agency that regulates, charters, and supervises federal credit unions. This complaint has been thoroughly investigated and Coastal has responded to both the complainant and the NCUA with supporting documentation. Consumer Response Coastal Credit Union's/Coastal Federal Credit Union's (CFCU) response is very misleading, and in my opinion, untrue. Coastal Credit Union/Coastal FEDERAL Credit Union (CFCU) FAILED TO RESPOND to the ACTUAL serious issues and facts within my BBB Complaint, and failed to email me with offer of resolution. Brief background info: Before this ever escalated to the point it is at now, I reached out Coastal Credit Union/CFCU Senior AND Executive Management in JUNE 2019 providing them with solid supporting documentation DIRECTLY TO THEM via SEVERAL emails and requested simple resolution and support but ALL OF THEM IGNORED MY EMAILS, NO REPLY, I CAN PROVE THIS. I still feel it would be in Coastal Credit Union's/CFCUs best interest to settle this with me, and I will agree to remove this BBB Complaint, I refuse to give up. Yes, I filed a Complaint with National Credit Union Administration (NCUA) against Coastal Credit Union/Coastal Federal Credit Union and on or about December 16, 2019 NCUA INFORMED ME IN WRITING THAT THEY INITIATED A FORMAL INVESTIGATION OF MY COMPLAINTS AGAINST Coastal Credit Union/Coastal Federal Credit Union AND I CONTACTED AND CONFIRMED WITH NCUA ON MARCH 27, 2020 THAT AS OF MARCH 27, 2020 THIS NATIONAL CREDIT UNION ADMINISTRATION (NCUA) INVESTIGATION OF COASTAL CREDIT UNION/COASTAL FEDERAL CREDIT UNION IS STILL ACTIVE AND IN-PROCESS. On March 13, 2020 I informed NCUA that I filed Complaints with BBB against Coastal Credit Union/CFCU. A simple online search of complaints against Coastal Credit Union/CFCU will reveal many NEGATIVE reviews and serious complaints against Coastal Credit Union/CFCU I feel shows a trend of serious problems negatively impacting members in many departments/areas. I will also share with BBB readers of this complaint that the Office Of Inspector General (OIG) is an independent Federal office of talented professionals that have authority and oversight over NCUA with many high-ranking important functions, such as but not limited to, conducting investigations, and other reviews of NCUA programs and operations to detect mismanagement in NCUA programs and operations. In my opinion I provided NCUA overabundance of solid proof of, in my opinion at least but probably not not limited to, Fair Lending violations and Equal Credit Opportunity (ECOA) violations by Coastal Credit Union/CFCU. I sent a lot of supporting documentation to NCUA. I also sent NCUA the following shortened/REDACTED partial copy/paste; To NCUA, Date March 13, 2020, I just want to inform NCUA that I filed my first complaint with BBB against CFCU on March 12, 2020. As additional information to the RECORD, please accept this BELOW regarding my complaints filed against Coastal Credit/CFCU. Please read the following VERY SERIOUS and RECENT online review found on public website against Coastal Credit Union/CFCU member totally unknown to me, I just came across it. In my strong opinion, this RECENT negative review/experience of a CFCU member against Coastal Credit Union/CFCU, and other complaints against Coastal Credit Union/CFCU, along with the aggregate sound evidence/information I have provided NCUA/REDACTED against Coastal Credit Union/CFCU clearly shows that Coastal Credit Union/CFCU is OUT OF CONTROL WITH THEIR Fiduciary Relationships and Fiduciary Duty and more, this is my strong opinion. In my opinion, to protect CFCU members and general public, the Department of Justice (DOJ) should be informed of all this as CFCU has without question negatively impacted, and continues to negatively impact, so many peoples finances and our cash money. In my opinion, THIS IS VERY SERIOUS, SHOULD BE STOPPED immediately by regulators, AND THE CFCU MEMBERS/PUBLIC SHOULD BE MADE AWARE TO PROTECT ALL CONSUMERS, in my opinion. REDACTED. (The following is online review mentioned above) source: w***.com public website, REDACTED February 5, 2020 REDACTED My husband, the primary accountholder, passed away, and I have had NOTHING but trouble with CFCU since. They canceled our debit card without notice, sent a defective replacement, wanted to charge for a new one, then deleted my name from the whole account "accidentally." One of every three reps I've spoken with have been WONDERFUL, hence giving ANY stars, but I've talked to MANY over all this, and the others were rude and uncaring. I just want my money out so I can go elswhere. BBB, please be fair and unbiased and post/show entire contents of all I have written to BBB to help your viewers be better informed, If resolution is not reached, I hope that I will have another chance to add more to my compliant due to BBB restriction on number of characters per posting, there is so much more to my complaints against Coastal Credit Union/Coastal FEDERAL Credit Union (CFCU) than can even fit on BBB. Thank you BBB. More Information Received From The Consumer The following is additional information written to best of my knowledge, regarding my (this) BBB complaint against Coastal Credit Union/Coastal Federal Credit Union's (CFCU). The following is more, but not all, of what I sent to National Credit Union Administration (NCUA) as part of my complaints against Coastal Credit Union/CFCU. The NCUA is a Federal agency that supervises, audits, and performs on and offsite Investigations and Examinations of Federal Credit Unions, and has authority to take enforcement actions against credit unions they oversee. The NCUA is under direct authority and supervision of the Office Of Inspector General (OIG) which is an independent Federal office of talented professionals that have authority and oversight over National Credit Union Administration (NCUA) with many high-ranking important members who perform various functions, such as but not limited to, conducting independent and objective audits, investigations, and other reviews of NCUA programs and operations; identifying vulnerabilities in NCUA systems and operations, and keeps the Congress fully and currently informed of significant issues and developments regarding NCUA. Anyone can file a complaint against a credit union with the NCUA and the Office Of Inspector General (OIG). NCUA has recently been in the news with a SHOCKING investigative report from the Office Of Inspector General (OIG) which is the independent Federal office with authority and oversight over NCUA, for the following report found with simple online search and as I understand can be found on OIG website. The Office of Inspector General (OIG) recently released a report alleging alcohol use, drug use and trips to strip clubs during working hours by members of NCUA's general counsel's office. The NCUA's current chairman, ***, said in a statement he was "surprised and disappointed". The point I am trying to make here is that the National Credit Union Administration (NCUA) has NOT had a spotless reputation recently in some departments as the Office of Inspector's General (OIG) alleges in recent report, and the NCUA is the same Federal Agency supposedly investigating my complaints against Coastal Credit Union/Coastal Federal Credit Union (CFCU). I think BBB readers can read between the lines as to what my concern is that I am hinting at. I sent a lot of supporting PROOF documenting FACTS to NCUA and NCUA had access to this documented proof. I also sent NCUA the following shortened/REDACTED partial copy/paste: To NCUA January 22, 2020, Please accept this additional information regarding my complaints against Coastal Federal Credit Union. I feel this new information may further validate my (REDACTED) complaints against CFCU. 1. In my opinion, (at least as of June 6, 2019 and prior) CFCU failed to protect members (such as me REDACTED) /customers against Lending Discrimination by not having in place a dedicated Compliance Management Program for critical Fair Lending policies and Regulatory Compliance and practices for all financial lending related functions across all departments/areas (such as Mortgage Lending), including but not limited to, Fair Lending and Compliance Practices, an Internal and an External Qualified/Certified Employee Training Program sufficient enough to ensure adherence to Fair Lending laws, and keep up with existing and evolving Fair Lending Laws and Regulatory Compliance and Guidelines as CFCU expanded in growth, an Internal Compliance Audit Program across all departments/areas (such as mortgage lending), an Internal Risk Assessment Program across all departments/areas (such as mortgage lending), and perhaps an External Third-Party Compliance Audit and Risk Assessment Program to ensure Fair Lending Laws and Practices and Regulatory Compliance and Guidelines by any external vendors used by CFCU. 2. In my opinion, many many many CFCU members have complained online on the BBB website and other online websites such as REDACTED, REDACTED has many many customer complaints against CFCU as recent as 12/11/2019 for various issues but some complaint subjects are concentrated and elevated such as issues with CFCU debit card deactivations and CFCU members being locked out of their CFCU accounts for reportedly no fault of the complainants that surprised, burdened, and severely inconvenienced some complainants by not being able to withdraw or access their own funds, or use CFCU online bill pay. In many of the complaints, CFCU deactivated (cut-off) their CFCU debit card without the cardholders knowledge and seemingly, in my opinion, in some cases without CFCU justification for doing so. CFCU members have submitted complaints describing that they attempted to use their CFCU debit card for purchases and/or cash advances only to find that they are unable to access their own funds held in their CFCU accounts. It appears that CFCUs standard response to this extensive and recurring CFCU issue is that the debit card was compromised (breached) so CFCU deactivated the card, and/or it was deactivated due to member non-use even when reportedly some complainants argue that only a short duration of time elapsed in-between member use of the CFCU debit card but CFCU deactivated the CFCU debit card(s) anyway. In most or all online CFCU complaint cases regarding CFCU debit cards, new debit card PIN numbers were required to to be mailed out by CFCU and there are more complaints about this process being a major issue as well, including having to be present at the physical address the CFCU debit card is mailed to in order for the person named on the card to sign in person for the new CFCU debit card before gaining possession of the new CFCU debit card from mail-carrier. Many complainants/members feel it is wrong for CFCU to deactivate their debit card for non-use of only a short duration of time in-between uses, so do I. There are many many online complaints about CFCU debit cards being deactivated and/or issues getting new PIN numbers, such as it being a slow and painful process to receive a new PIN. It seems as though CFCU is claiming an extremely high number of CFCU debit card breaches that prompts CFCU to deactivate debit cards due to CFCUs "claimed" breaches. If CFCU is truly having that many debit card breaches, in my opinion, CFCU might be failing to provide CFCU members with adequately protected debit card security, perhaps CFCU data security as a whole requires regulatory attention to protect and help CFCU members with this serious and seemingly common issue as the many online complaints on this subject reveal. In my opinion, somethings wrong. I personally have never had any other financial institution just out of the blue deactivate my debit card unless I contacted and requested them to do so. As of January 22, 2020 one such PARTIAL HERE CFCU complaint on this CFCU issue was written by a person (I, REDACTED, do not know this person, never communicated with this person, or know anything about this persons affairs or their complaint, I just noticed it on REDACTED among the other negative reviews against CFCU) on REDACTED website dated 9/15/2019, the following is a PARTIAL copy/paste of the actual original complaint and the original REDACTED Link of this complaint is here, source REDACTED: source, REDACTED 9/15/2019, Wow, based on these reviews I see I'm in good company... Member service reps shouldn't even be in place. They are a joke. Re-train them and empower them to make decisions conducive to customer retention. They totally don't know how to think outside of the box and neither do their mgrs. Every policy has an exception or work around depending on the impact to the customer. Not at Coastal. At Coastal they follow the process as written and never deviate. And their escalation process is non-existent. Asking for an escalation is basically another waste of time and 30 minutes of your life you will never get back. REDACTED DO SOMETHING. Separate complaint: dated 11/6/2017 Highly advise against Coastal..My mortgage broker with them was difficulty to get a response from once the process was started..Some customer loyalty rep reached out to me after I filled out a survey post-closing with apologies and a "please contact me with any questions or concerns," and proceeded to ignore my email response with a question and concern. 3. In my opinion, CFCU has not formally put in place (at least as of June 6, 2019 and prior) a formal dedicated Complaints Resolution Department including receiving, documenting, reporting, resolving, follow up, tracking, archiving, and trending of CFCU member/customer complaints both internally and externally (including out-of-state customers) with prompt two-way communication via at least, phone, email, website. REDACTED. In my opinion and my opinion only, I feel that CFCU management "instantly created" an "Account Resolution Department" very recently to appease an Investigator and/or Examiner... Business Response Coastal has carefully reviewed the allegations and the correspondence between the Complainant and the Mortgage Business Development Officer. The inquiry as to the disability payments was entirely appropriate under Coastal's policies as well as under all laws, government guidelines and regulations. By asking if the disability status was permanent or long-term, Coastal was simply trying to confirm that such disability income was stable, predictable and likely to continue as to include it in the future income stream for underwriting purposes. More importantly, Coastal followed its usual protocols and procedures in processing the Complainant's application, and conditionally approved the loan on July 13, 2019. In the email notifying the Complainant of the conditional loan approval, Coastal requested some additional information and documentation from the Complainant as well as the Complainant's signature on the General Authorization form. None of the requested items were received, so Coastal has been unable to proceed with the loan. The Complainant's loan application was treated in every respect with the same consideration as we do for every other Coastal Member, we will respectfully decline to accommodate the Complainant's desired resolution. Final Consumer Response I strongly disagree with Coastal Credit Union/Coastal Federal Credit Union's (CFCU) responses and in my opinion they are NOT being "exactly" truthful and I feel I can and have proven this with their own documentation/emails/voicemail, along with my documentation. I contacted the National Credit Union Administration (NCUA) on April 14, 2020 and as of April 14, 2020 the NCUA's Official Investigation into my complaints I filed with NCUA against Coastal Credit Union/Coastal Federal Credit Union is still active and on-going. As far as my response here on BBB to responses by Coastal Credit Union/Coastal Federal Credit Union (CFCU) in my strong opinion, Coastal Credit Union/Coastal Federal Credit Union failed to respond to specific facts in my complaints, and changed the subject matter attempting to divert attention elsewhere, and in my opinion it is because my complaints have merit. Just so there is no confusion to a BBB reader, Coastal Credit Union is the same credit union as Coastal Federal Credit Union (CFCU) they just use different names. As a current member, If I am correct, Coastal Credit Union/Coastal Federal Credit Union (CFCU) does NOT have to pay ANY Federal Income Tax NONE. If I am correct, for several years Coastal Credit Union/Coastal Federal Credit Union (CFCU) BOUGHT the Naming Rights to have a live music stadium named after them known as Coastal Credit Union Music Park, and if I am correct Coastal Credit Union/Coastal Federal Credit Union (CFCU) recently signed a new eight-year contract to keep the name Coastal Credit Union Music Park. If I am correct, Coastal Credit Union/CFCU also BOUGHT naming and/or advertising rights to-and/or-inside and outside of other places as well. In my opinion even most Big Banks, Small Banks, and other Credit Unions don't spend their money on things like that. In my opinion, all these these expensive external business dealing and relationships are all happening while at the same time many members/customers are complaining on BBB and other online sites about several serious issues with Coastal Credit Union/Coastal Federal Credit Union (CFCU) "service" involving member's/customers money including but not limited to, overcharges, poor service, non-service, not being able to access their own money, unfair fees, being locked out of accounts, debit card breaches, debit cards deactivated, surprise deductions from their accounts, etc this is my opinion only. In my opinion the live music park and the other things mentioned above are expensive unnecessary business dealings and in my opinion, the Coastal Credit Union/CFCU Board Members should NOT approve such business dealings while their own members are complaining so often and frequently; in my opinion that money and focus should be on improving member service including new safer robust technology and adding REAL PEOPLE in Branches not those non-private video teller machines resembling old convenience store video games that you must shout out all your personal info to while other people are in the area listening, and if I am correct you must touch the screens/buttons/phone after hundreds and hundreds of other people have, germs, germs, germs. I DO NOT ACCEPT Coastal Credit Union/Coastal Federal Credit Union's (CFCU) responses and strongly disagree with everything they stated in response to my BBB complaint. I will also state that I am concerned about the potential for possible/possibility of retaliation by Coastal Credit Union/CFCU for filing complaints against them. I will not give up though. Coastal Credit Union/Coastal Federal Credit Union's (CFCU) continues to refuse any compromise even after all they have and are putting me through since June 2019, not even refunding me the $550 they deducted from my Coastal account, talk about insult to injury. However, I will give credit where credit is due by saying that the Coastal Credit Union/Coastal Federal Credit Union Loan Officer involved with this did apologize to me in both an email to me and her voicemail to me and in my heart I do feel that she was sincere when she told me she was sorry.

Business Response Coastal contacted the Complainant and accommodated the desired resolution.