Is There Recourse?
Member-Owners ("members") often know little about their credit unions including the names of its key officers, what information is available to member, and what are the procedures for filing complaints?
Credit Unions have a Member Services Department which provide information about the credit union, answer questions about a member's accounts and receive, log and investigate complaints and concerns received from members. However, at Priority One Credit Union and under its President, Charles R. Wiggington, SR. obtaining information or lodging complaints may prove to be a daunting task for even the most patient person. If you've tried calling the credit union at their main number, 626.441.1999, you may have found yourself swept in a continuous loop during which a recorded message repeats the same information, over and over and over again. Sometimes calls may be answered by the message that "no one can answer your call at this time" or worse yet, a message advises you that the offices is closed even though its only 2 p.m. in the afternoon.
This problem affecting service is not the fault of the credit union's receptionist or of branch staff. The fact is, since its installation in 2008, the credit union's allegedly fine-tuned $600,000 phone system has experienced frequent and persisting technical difficulties. Exacerbating the system's many and frequent technical issues is the fact that President Wiggington thought it wise to divert calls to only the South Pasadena and Los Angeles offices both of which are also the credit union's busiest locations.
If members continue to experience difficulties reaching a live person, we suggest pressing zero which will send your card to the receptionist unless of course, they are inundated with excessive calls due to the President's shoddy planning.
On another matter, if you've tried calling President Wiggington you will have discovered that your calls are either answered by one of his assistance or answered by voicemail. You can instead, write to the Board of Directors and complain that the President is either not answering his phone or not returning your messages. Inquiries, concerns and complaints can be mailed to:
c/o Chairman of the BoardPriority One Credit Union1631 Huntington DriveSouth Pasadena, CA 91030
If writing to the President, make certain to write "personal and confidential" on the bottom of the envelope to guarantee your letter is not intercepted by the President or one of his staff.
Members are entitled to a copy of Priority One's by-laws. Just write to President Charles R. Wiggington, Sr. or to Rodger Smock, and request that one be mailed to you. Copies of by-laws are kept at the main branch in South Pasadena, California. Make certain to send your requests via Certified Mail. This will provide you with evidence that your letter was received at the credit union.In South Pasadena, the report is kept atop the receptionist's desk.
We invite you to contact the credit union with questions regarding what information is available to all members.