ComplaintsforFairwinds Credit Union

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing urgently to address inaccuracies on my credit report caused by the disclosure of my personal information to credit bureaus, resulting in significant financial and emotional distress.As stated in 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to be treated confidentially.Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not provided.The discrepancies associated with FAIRWINDS CU Compliance with 15 USC 1666(b) is also essential, as it prohibits creditors from treating credit card payments as late under certain conditions.For your reference, my account details are:Account Number: *****************I request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*************************

  Business response

  07/19/2024

  FAIRWINDS has conducted research and confirmed that the information reported to the credit agencies regarding ************************* is correct based on her payment history, funds owed, and the subsequent charge-off of unpaid money owed to our credit union.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for and was took out a car loan recently. I have made numerous attempts to pay the monthly payment. Including linking another bank account. I have walked to in a branch, and called many times and no one can assist with making a payment. Everyone I speak to just apologizes and says the **** I need is unavailable. This institution is not allowing me to pay off my loan in order to make interest on me.

  Business response

  06/17/2024

  FAIRWINDS Credit Union strives to ensure that all our members have easy access to service, whether directly with one of our employees or if they prefer doing the transactions themselves. We sincerely apologize that ************************** experienced issues when attempting to make payments from his other financial institution and trying to get the problem resolved.  FAIRWINDS employs an entire team of trained individuals to assist members with online issues.  Our members should not be told no one is available to help them.  Occasionally, we must research an issue and contact a member with a resolution.  Again, I apologize that ************************* did not experience this.
  
  Our research determined that our member chatted on June 13 with one of our credit union representatives, who identified that the issue ************************** was experiencing was because his other financial institutions accounts were not linked to his FAIRWINDS loan account.  The representative provided instructions on how to resolve this matter.
  
  Upon receiving Mr. ************ correspondence with the BBB, our representative attempted to contact him.  Although they did not speak directly, our representative verified that ************************** had followed the setup instructions and his FAIRWINDS account was correctly linked with his other financial institution.  This should enable him to transfer funds at his convenience. hy here...

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened a checking account with ******************** FCU on or about 3/28/24. I received a P2P payment from my wife's Fairwinds account in the amount of $1000 on 4/19/24 and I attempted to transfer that money to an external account that I own with ********* via a transfer initaited through ********'s app. My transaction was denied and I got an email to contact customer service. I tried to initiate the transfer through ****'s app the next day and I was again denied and sent another email. On 4/26, I contacted Fairwinds customer service and explained the situation to the *** after my identity was verified. After a lengthy hold, I was informed that my money is on a "fraud hold" and that it would remain in that status for 10 business days. The account that my money is in is a 0% APY checking account. ******************** is stealing my money from me for no reason, as I verified my identity as the owner of the account and made clear my wishes to transfer my funds to another institution. I want my funds released immediately.

  Business response

  05/10/2024

  Our member was advised of why his funds were on hold and the expected release date.  He has been notified that the funds are now available.

  Customer response

  05/10/2024

   
  Complaint: 21630104
  
  I am rejecting this response because:

    I promptly called the customer service number and explained that I made the transaction in question and verified my identity. Because this should dispel any suspicion of fraud, my funds should have been immediately unfrozen. Given that I cannot get the 10 days back, my next step is to complain to the **** because this is an unfair business practice that apparently Fairwinds has no intention of changing on their own. 
  
  Sincerely,
  
  ***************************

  Business response

  05/13/2024

  
  FAIRWINDS adheres to the *************** Regulation CC Availability of Funds and Collections of Checks, and all other state and federal regulations.  FAIRWINDS Member Handbook, which is provided to all members at account opening and is available online at our website and in all of our branches, provides our Funds Availability Policy Disclosure.
  
  FAIRWINDS appreciates Mr. ******** frustration with the hold that had been placed on his funds.  Due to privacy issues, the reason for the extended hold cannot be disclosed in our response but was provided to ******************.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  FAIRWINDS has not paid the interest on one of my CDs. Two others are fine. I have called them twice, and they have promised to take care of it. It has been over a month since my last call, and the account still does not show the interest.

  Business response

  04/05/2024

  FAIRWINDS wishes to apologize to **********************. He contacted us in December to advise us of the issue. The employee who assisted him thought she had corrected the dividend posting problem. However, as our member informed us, the issue remained. Our research discovered that the CD set that was accruing the dividends was set to credit them to the CD on its maturity date rather than at the end of each month. We have corrected the problem, and starting on April 30th, the dividends will again post. Due to the inconvenience Mr. ********* has experienced, we have credited his checking account with a service guarantee.

  Business response

  04/08/2024

  Date Sent: 4/5/2024 4:31:43 PM
  FAIRWINDS wishes to apologize to **********************. He contacted us in December to advise us of the issue. The employee who assisted him thought she had corrected the dividend posting problem. However, as our member informed us, the issue remained. Our research discovered that the CD set that was accruing the dividends was set to credit them to the CD on its maturity date rather than at the end of each month. We have corrected the problem, and starting on April 30th, the dividends will again post. Due to the inconvenience Mr. ********* has experienced, we have credited his checking account with a service guarantee.

  Customer response

  04/08/2024

   
  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.
  
  In the event that interest does not begin to post, I will open another issue  

  Sincerely,
  
  ***************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/21 through 3/22 I had someone hack into my accounts and take all money except for $38.00. I called Fairwinds and went into my local branch to file fraud investigation and I've been getting the runaround since and my money has NOT been returned to me. I am a single person and no money and bills are due and I have no way to pay them.

  Business response

  04/02/2024

  As ************** was informed the research into her fraudulent claim was completed.  The amount of the claim was credited to her account.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired movers back in August to move my belongs from a storage unit to my home, after unpacking I noticed a few missing boxes. I contacts the movers they never got back to me. I called and emailed them again with no response. I contacted my financial institution to file a dispute in which they did, after countless months of not hearing back from Fairwinds I received a letter stating the funds will be reverse. I then called Fairwinds again to ask why if I never received a letter or anything about my dispute. They reopen the case that was never closed and I waited 3-4 months for a response. I called Fairwinds again on February 23rd spoke to ****** which *** spoken to him before to see what exactly was going on with this dispute since it has been ongoing since August he proceeded to tell me that **** sided in my favor and that they were going to go after the merchant to recover the funds. I said awesome I then asked so the temporary credit on my account would be a permanent credit he stated and I quote yes the credit is a permanent credit while we go after the merchant for the funds I then asked so I can use the funds in the account he said yes. On March 12th I logged into my account to see the funds were reversed and taken out of my account with no notice. I called Fairwinds again spoke to ****** once again he was not sure of what was going on I reminded him of our previous conversation and he agree that he did in fact give me that information. This is the worst experience I should never have to follow up with my financial institution over and over again on an issue I had with a merchant. Im still missing my belongs and now my funds.

  Business response

  03/27/2024

  ******************** original dispute was initiated in September of 2023. Cardholder services was in communication with **************** throughout the process as was the credit union. **************** received a temporary credit on or about September 22, 2023 that was scheduled to be debited in November 2023 as Cardholder Services and **** had decided to deny her dispute. FAIRWINDS chose to reopen her case and attempt again to work with the vendor and **** to approve ******************** dispute case. Cardholder services once again ruled to deny ******************** claim against Stateliner Moving. In advance of the temporary credit being removed (on or around March 12, 2024) **************** contacted FAIRWINDS to check on the status of her claim. While FAIRWINDS was not responsible for the final decision and outcome of ******************** dispute denial, we are responsible to provide our members with accurate information and expectations. Based on the information provided to **************** by our crewmember via phone in February 2024, we have made the decision to honor the temporary credits provided to **************** on or around September 22, 2023 in relation to her dispute with Stateliner Moving. These credits were debited from ******************** account on or around March 12, 2024 after her dispute case was denied once again by **** and Cardholder Services. **************** agreed to sign and complete a Settlement, Release and Waiver agreement and submitted it back to the credit union on March 20, 2024. The total amount of $3,494.28 ($2,837.44 and $656.84) was deposited back into ******************** account effective March 22, 2024. ******************** concerns and complaints have been addressed and resolved fully.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am reporting the consistent negligence of this bank. My very specific complaint is in regards to the bank not providing me with a new debit card after numerous attempts to receive one. I recently moved out of the **************** and contacted Fairwinds in early February as my card was set to expire March of 2024. I spoke with a representative on live chat updating my address to ensure my card was sent out correctly and in a timely manner. On March 1st my card was deactivated and no new card was in the mail. I repeatedly reached out to FAIRWINDS seeking a new card and they assured me that one was in the mail. After a couple days of not receiving a new card, I chatted back again and they informed me that whoever sent it out put in the correct address however sent it to the **************** and not **************. They then informed me that it would be express shipped to my PO Box and to expect it within a couple regular days. Not business days. After two days I checked the mail again to which no card was in the mail. I reached back out to FAIRWINDS to which a manager called me back and informed me that my card could not be 2 day shipped to a PO Box and they shipped it normally via ***** He stated that it would arrive no later than Friday March 8th. Today is March 9th and I have still yet to receive a debit card in the mail. I am late on many utility bills and rent for housing due to this continuous negligence from FAIRWINDS. On March 9th I called member services and spoke to ****** (who was great) and immediately asked for a manager to be put on the phone to discuss my concerns and seeking compensation. I was placed on hold for 25 minutes and no manager was placed on. They strung me along again and said they would call me back today. This company is constantly coming up with excuses and is not taking this matter seriously. I again am over due on bills and have no access to my bank account living out of state.

  Business response

  03/11/2024

  
  At FAIRWINDS, we sincerely believe we have an obligation to our members to provide the highest level of member service in ***************.  We wish to apologize for the service issues **************** experienced. 
  
  *************** spoke with our contact center manager today, who also apologized for the level of service our member received and provided a service guarantee. 
  
  *************** received his card today, and indicated he was satisfied.
  
  FAIRWINDS will use the feedback **************** provided to us to help us improve our process of card replacement and communication to our members.

  Customer response

  03/11/2024

   
  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

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me over 5 overdraft fees for one single company, beyond abusive. I spoke with an agent in December and told her I'm working with the company to stop automatic payments. She said the majority of those fees would be refunded. I just had a deposit go through, and they kept over $300 of mine. When I called, the collections department said no notes were left on the account about the fees being refunded and that I'm not getting my money back. My partner has cancer and I was counting on those funds to pay for our electric and water, its not my fault notes were not left. After 10 years of working with you guys, the way this was handled was wrong. No empathy, no one talked to me like a person. When I told them about my partner, they talked right over me. ***** then said he sees no justifiable reason to refund me. Which means he could, he just didn't want to. I spoke with the branch manager and all he said was sorry that I was misinformed and that I should've put a stop payment. Umm, what? It's the agents responsibility and job to give me those resolutions and options, thats what they get paid for. He proceeds to be totally okay with me paying the price for the lack of training agents seem to be getting. I want my money back. I have been so patient but I am beyond ****** and I feel so violated and lied to.

  Business response

  03/06/2024

  AIRWINDS researched the concerns outlined in ********************* complaint. 

  ****************** voluntarily enrolled in and used FAIRWINDS' overdraft pay program.  She had been enrolled in and used this program for over four years.  Because she benefited from this service, these fees will not be refunded.  However, ****************** was also assessed four insufficient fund fees in 2023.  She previously had one fee refunded. 

  As a courtesy, we have refunded the other three fees.  A check for these refunds has been mailed to ******************.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fairwinds keeps declining my card. Anytime I wish to use my own money to purchase groceries an automatic block keeps being put on my card, forcing me to call them and unblock my card. I asked why the reason is, Fairwinds told me there is none that they can provide. I wish for this to stop and to be able to use my own money without any difficulty.

  Business response

  02/23/2024

  FAIRWINDS Credit Union has completed the initial response into **************' concerns regarding debit card denials.  Our intial research did not show any denials, however, that does not mean that ************** did not receive a denial.  Denials can occur because the request for an approval did not reach our approving area, or for other various reasons.  We sent ************** an email explaining that we are conducting more extensive research to ascertain why he is receiving denials when he has funds available.  ************** does have an address attached to his card that is in a different state than where the transactions are being requested.  We explained that sometimes this creates a fraud alert, but ************** did not indicate that he was receiving a confirmation for approval.  We are working to find out what is causing these denials and will communicate to ************** as soon as our research is complete.

  Business response

  02/23/2024

  Our additional research found that our fraud detection system had a rule in place to prevent contactless/wallet fraudulent transactions.  They have suspended this rule for ************** so he should not receive denials.  We have informed him of our findings.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A credit card was issued in our name, never applied for it, ran a bill, never received it, filed a fraud charge, called 6 times, bounced from one department to another. After 3 years, they are sending it to collection and effecting our good credit. I cannot find anyone to manage this. The branch sends me to a card processing, they bounce me around, etc.

  Business response

  12/07/2023

  FAIRWINDS Credit Union thoroughly researched Mr. ************ claims.  We have confirmed that while ************** has a checking account and two ************************** card loan accounts that he is joint on with another individual.  He does not have,nor has he ever had a FAIRWINDS issued credit card account.  If his ********************** report indicates that he has a relationship on a FAIRWINDS' issued card, he should contact the credit bureau reporting this.  We have sent ************** the information on how to do this. 
  

*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. ↩