Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with BrightStar credit union, I do not have a contract, they did not provide me with the original as I requested

  Business Response

  Date: 06/25/2024

  I have attached the signed documents for this member agreeing to have accounts with us.  

   

   

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21803281
  
  I am rejecting this response because:
  Business do not have correct information, name address telephone number are not my inf. Please remove the following items from my credit report, immediately:
  Sincerely, 
  
  ***************************

  Customer Answer

  Date: 06/26/2024

  Everything on this list are wrong not my information.Please remove the following items from my credit report, immediately:
  
  

  Business Response

  Date: 07/08/2024

  This is the signature card for the account in question. 

  Customer Answer

  Date: 07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with BRIGHTSTARCU, I do not have a contract with BRIGHTSTARCU, and they did not provide me with the original contract as I requested.

  Business Response

  Date: 05/03/2024

  The Member has paid off the charged off account and it is being reported as paid off. 

• Initial Complaint

  Date:03/31/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had reached out to BrightStar Credit Union regarding a name change several times since November 2023. My name had legally been changed due to marriage. I attempted utilization of ***** email, phone, and secure message multiple attempts. I was unsuccessful via phone because their call center is limited. One **** attempt was returned due to them having an incorrect address on their own website. Since making this update appeared to be something beyond their capacity to manage in an efficient manner and without creating an unnecessary hassle for me, I contacted the institution and informed them that I planned to cash out any remaining balance in the account, as they had not made the necessary changes to my account and I didnt really utilize the account anyway. I proceeded to cash out the account by depositing the small balance into an account in which I do utilize. Approximately a month later, I receive the letter that is attached as an image. It is addressed to my previously divorced name and indicates a negative balance of $1. I am unsure of where the $1 charge occurred as I attempted to login to the online account, but access had been disabled. Due to this incompetent maneuver, it effectively disables my ability to resolve the issue directly with the company. I probably wouldve digitally deposited a check as I value my time more than $1.

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This credit union is stealing from customers and making frivolous charges on account's and they never answer the phone you call the branch locations and no one answers and you call the local phone number on the back of your card and they tell you to hold and have a automatic call back system but it takes the company 4 days to get back I have a savings and checking account and I had money in my account the company went ahead and did a curtesy charge to my account making my account go into the negative my car payment was 125 I had 147 in my account there was a reminder of 27 the courtesy payment stated I was short but there was clearly enough to cover the payment attached are all the screen shots to show the account was in the positive I then transferred more money into my 4 transactions 20$,10$, 8$ and lastly 7$ along with the ***** that was in there because they charged me a courtesy charge. They were the ones who made my account in the negative the reason for my transfers into the checking account was because I had more payments that were going to come out of the account and wanted to make sure there was enough funds in my account I also stated on the phone call that I wasnt aware that there was a transfer penalty of 96$ this credit union is the only one I have heard of that penalizes you the customer for making sure that the account is current and has enough funds I finally got through to a customer rep by the name of tagh and he told Me that because I was .27 cents negative and or short there was a 114 negative balance for my account again which doesnt add up because I had .55 cents positive in my account after all the transactions posted this probably isnt the first time that they are Stealing from customers I am a single mother on a fixed tight income and can not afford to give away 114 especially when Im 100% certain the funds were in my a account I was told I need to Sign a form and the transaction fee can be waived but nothing has been sent

• Initial Complaint

  Date:12/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an overdraft on my BrightStar Credit Union Checking Account of $1,318.49. I went inside the branch and paid off the $1,318.49 in full on 12/4/23. The branch accepted my payment. BrightStar Credit Union put a charge off on all 3 of my credit with Experian, Transunion and Equifax. BrightStar NEVER called me to let me know that my checking account was overdraft. No one from the branch called me. I never received a letter letting me know within this timeframe BrightStar will put a Charge off on all 3 credit agencies. This charge off has drop my credit score more than 35 points although I paid the bank off. Im very upset. The branch customer agent was rude and told me that I deserved it. This is not fair. I never received an email letting me know about the overdraft on my checking account. My ********************** is so important to me and BrightStar intentionally went straight to the credit agencies and blew up my credit that now Im unable to get approve for any loans or credit cards. I want the charge off removed from my credit and please, thank you

  Business Response

  Date: 01/02/2024

  Please find the attached notices that were mailed to the members address on file.  

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a court order to dispurse funds from my deceased father's savings account. I presented the info to the Hlwd location. *************************** called me back stating a discrepancy between the amount in the account & the court order. He stated that I had to go back to the judge to get a new order. I asked if there was a solution such not accepting the extra money in the account. He said no because money could not be left in the account. I asked if 3 of the 4 parties declined the extra amount, could the extra money would go to the 4th person. He denied that option. I then expressed concern that by the time I get a new court order, the balance in the account could increase. He told me that doesn't occur, I told him that would occur because my dad's has a savings account. I told him that I did not want to go back & forth between the ****************************** union over a small amount of money. I asked to speak with someone who knows the answer & call me.Three days passed & he did not return my call. When I called, he cut me off & began telling me what he thought he conveyed to me in a previous conversation, confusing ourconversation w/the one he had w/my sister. I then asked him to listen to my question. He then told me that if I get a new court order & the savings account earned extra money, Brightstar could keep that ********** would not need to be divided. At that point, I asked if there was someone else, I could speak w/directly becuase I no longer trusted his competence or ability to convey info. He told me he was not going to go back to ask any additional questions. When the call ended, I realized that he never told me the balance on the account. Across a span of two days, I called several times, left 2 messages, spoke with 2 customer service agents who also left messages. It has been a ********* still has not returned my call or sent a letter w/the info. I need to work w/ someone who is competent & responsive. I want everything in writing to avoid future issues.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A credit union staff who helped me download Zelle on phone, so I that a transfer can be transacted from my daughter to me. During my conversation with the staff, I told her that I am leery of this these type of transfer companies. We attempted to link my BrightStar debit card to the Zelle app unsuccessfully. I asked her what I should do. She said contact *****. Since the transfer is time sensitive, while in the BrightStar parking lot, I googled Zelle and landed on page with Zelle customer support. I called the number and explained to the person on the other line that I am having difficulty linking my debit card to Zelle. He immediately said that he can help me. He asked me for my number so he can send me a disclaimer that they will not take any money from my account and provide his name, his ID and his phone number and assured me that no money will leave my account. He then asked me to follow some steps, so that he can troubleshoot the account. I started questioning the steps, but he reassured me that based on the text message that had sent me, they will not take any money from my account. He asked me if I have CashApp. I was surprised and questioned it again. He reassured me again. He had me download an app (Ive done this in past with various other companies like Apple). Then, he told to me *******, I questioned it and before I knew it I was out of $1,126. Since, I was in the parking lot, I ran inside the credit union with the guy on the phone to talk with the staff. The phone was speaker, so the staff said that it doesnt sound credible, they hung up. I received a provisional credit in 7 days from BrightStar. I received a letter of 10/30/2023 informing that they will deduct the $1,126 from account on 11/1/2023. The money taken from my account on 11/1/2023. I have tried without success to obtain clarification on BrightStars decision. I got l scammed & defrauded, which is covered by the credit union fraud insurance.

  Business Response

  Date: 11/06/2023

  Dear ***********************************,
  
  We received your inquiry on 10/31/2023 regarding the reopening of your case. We have been diligently working with our third-party partners to successfully recover your funds. As a result, your account was ************************ on 11/3/2023. Please do not hesitate to contact us with any additional questions.
  
  Thank you.

  Customer Answer

  Date: 11/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a telegram call from ******* from Bright Star Credit Union on 10-04-23 at no 3:33pm Stating that on that same day she received a letter in the mail from Jaguar Land Rover of **************** stating that my vehicle is being auctioned off 10-05-23 and I stated my vehicle has been in service and me nor my attorney were notified with that information as I advised her the vehicle was a lemon and provided my attorneys information as she stated she would call me back the same day once speaking with with the attorney in which I advised her that Im going to pick up my vehicle the next day she never called back, I tried to call the number back the next day it was the main telephone I emailed someone I knew that worked with me before at bright star they stated that there was no notes in my account as that see that I always make my payments and when I went to the dealership to pick up my vehicle 10-05-23 they stayed someone from bright star credit Union came to pick up the vehicle and service managers ****************** and ***** stated they gave them my keys that morning and they drove off I considered my vehicle to be stolen because they had no names or information accept they claim to be from bright star credit Union and once in the after after 4pm 10-05-23 ******* stated she had my vehicle towed 10-05-23 and the place close in twenty minutes why would she have my vehicle towed I dont owe money and not email or call to let me know and my attorney had to provide her direct number to me and now she stated that I have to pay the towing company and $3,681 that she claim to have paid Land Rover and stated she dont have an itemized bill and never discussed fees to be paid to pick up the vehicle on the call 10-04-23

  Business Response

  Date: 10/11/2023

  We  received Notice of Claim of Lien & Notice of Sale from Jaguar Land Rover dealership in ************ on 10/4/2023, as per dealership, member left car and never came back to pick it up, when we reached out to member same day, she refereed us to her attorney who indicated as she did that they are targeting a lemon law legal case against the manufacture of the car for the issues shes been having, we informed the member and her attorney that we are going to lose our lien the next day on 10/5/2023 as car is set for auctioning 10am, attorney indicated they are not going to pick up car,we have made arrangements to take car same day to save our asset, we had to pay $3,675 for storage and admin fee. The next day member called and wanted the car, we informed her we have no issue giving her the car back as long as she pays back the fee we had to pay to save our interest in the car, that is clearly mentioned in the security agreement paragraph 8 which states that the loan is in default if your security interest is put at risk, and this has occurred when we received the Notice of Sale for the vehicle. Member paid the fee we have requested on 10/6 but refused to pay the repo fee we have paid to our agent, and was able to pick up her car again from our repo agent lot.
  
  I have attached the Notice of Sale for clarification of the incident.

  Customer Answer

  Date: 10/13/2023

  Thats correct Jaguar Land Rover tried to sale my vehicle after I already had hired an attorney and stated that I was afraid to take it back and they promised me a brand new vehicle service ******************************* if I returned I returned the next day because they broke my wheel ****** the vehicle before I returned on several different occasions after the vehicle was driving less than ****** in on coming traffic they illegally charged my card left on file $888.28 without my authorization which is now a fraud investigation the **************** need to inspect my vehicle and any other vehicles before they are sold this could have caused death my dream vehicle became a nightmare and instead of my new vehicle bringing a peace of mind in became a waste of time. I hope they are held accountable 

• Initial Complaint

  Date:10/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraud

  Business Response

  Date: 10/06/2023

  We are in receipt of your report of a fraudulent account opening. Due to signs of identity theft associated with the account, it was immediately closed on the day it was opened. Kindly review the attached documents youve supplied for confirmation as this is shown on the document. Please contact BrightStar Credit Unions **************** at ************** for further assistance and guidance on identity theft. 

• Initial Complaint

  Date:09/05/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with BrightStar Credit Union, I do not have a contract BrightStar Credit Union. They did not provide me with the original contract as requested.