Checking or savings account -- Managing an account -- Complaint #17851735
Complaint Overview
Complaint ID: 17851735
Company: Golden 1 Credit Union, The
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: California
ZIP Code: 95757
Date Received: 2025-12-08T12:00:00-05:00
Date Sent to Company: 2025-12-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, I discovered that someone had hacked into both my checking and savings accounts. They incrementally withdrew and depleted funds from both accounts. I called and notified Golden1 Credit Union on the same day. They informed me that due to the fraudulent activity they would have to place a hold on my account and that I would have to open up a new account. They replaced back all but {$640.00} into my savings account. Golden1 informed me that another Golden1 member was able to connect their account to mine and incrementally transfer funds from my savings account to my checking account to their account. I did not receive a phone call, text, or email informing me that another account account was added to mine. My understanding is that the credit union is required to provisionally replace the funds within 10 days of the fraud if an investigation has not been completed. I've called Golden1 a couple of times after the 10-day mark to ask for a status and see when the funds can be replaced. Both times they said that the investigation is still pending and that there's no such thing as provisional funds - I would have to wait til their investigation is complete. However, they can't tell me how long it would take to complete the investigation. Their advice is to keep calling back every 1-2 weeks for an update. It doesn't feel that anyone is working on my investigation since I haven't received any communication from the Golden1 since this incident occurred and they've been anything but helpful. Additionally, I don't think that Golden1 is providing truthful information about provisional funds and are not complying with timelines to complete an investigation.
Frequently Asked Questions
What is Complaint #17851735 about?
Complaint #17851735 was filed against Golden 1 Credit Union, The regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-12-08T12:00:00-05:00.
How did Golden 1 Credit Union, The respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Golden 1 Credit Union, The?
Yes, visit the Golden 1 Credit Union, The company profile at readthecomplaint.com/company/golden-1-credit-union-the to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.