ComplaintsforWest-Aircomm Federal Credit Union

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed my bank account wasn't showing a credit so I went to deposit $40 in my checking. When I got there, I was informed I was charged a $30 courtesy fee. Upon review, I noticed I was charged this fee incorrectly as I still had a positive balance in my account before being charged this fee. When I asked, they stated it was due to a pending charge. Yet, after both pending charges occurring (not to mention the $40 I deposited) I still would not be in the negative. I was treated horribly in front of my children and other customers by the ACH manager that stated she would credit my account one time and also said "if you kept a check book you would see the charges". Which, I do keep a checkbook, and that is how I know my account wouldn't be negative. I have been charged "courtesy fees" before and I did not think to look this closely when they happened so, therefore, since West Aircomm cannot be trusted, I am asking that any and all courtesy fees I have incurred be returned to me due to the fee I just incurred while still having a positive balance.

  Business response

  07/07/2023

  This member had pending charges to their checking account on the date she looked at the balance.  The two pending charges were processed and the account became negative.  She was charged a $30.00 Courtesy Pay Fee as we have listed in our disclosures.  After talking with our representative, the fee was waived as a show of good faith.  It was also noted that an additional $45.00 in overdraft fees were returned to the member's account to give the member an opportunity to reconcile the account.  The importance of tracking all charges and when they clear the account was stressed to the member and it was explained that the balance viewed may not have all pending charges subtracted.  Please note that we refunded a total of $75.00 in legitimate fees as a show of good faith and an attempt to help the member correct her account.  We attempt to treat all of our members in a fair and non-judgmental manner and apologize if attempts to explain the situation with the account and the fees appeared harsh.  Additional education on how ACH transactions work is available on our website and through our financial counseling service.

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As you can clearly see, the ledger balance previously attached, which is what banks are to go by, is still in the positive not to mention the printout I was handed by the bank (which has my notes on it showing the math is accurate and the account is still positive when they charged me the $30). I also deposited $40 that day so there is absolutely no way that there would have been a negative balance once the $9.99 charge (that was still shown as PENDING) went through. Yes, this also happened before when my paycheck was pending as well as other transactions as I explained when I called in and received the $45 credit which is why I am questioning ALL fees. In that instance, my payroll service showed I was to be paid sooner, however and for some reason, WestAircomm stated it would not show up in their system until a later date and it in fact was delayed according to our payroll services. 
  Regards,
  ******* *****

*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. ↩