Business Profile

Credit Union

Fairwinds Credit Union

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Complaints

This profile includes complaints for Fairwinds Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

43 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:04/15/2025
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.
I applied for an auto loan refinance, they pulled my credit, I got approved. ******* ***** collected all of my personal information and was unreachable. A month passed by despite me asking her to process it asap (because my new monthly payment was coming up) and then she tells me she has to pull my credit ****. She is an incompetent employee. She also convened me to apply for a debit card. They collected fees for that and for the membership that I keep calling the customer service and being on hold forever. I need the refund and also this hard credit pull to be removed from my credit history. I also request that ******* ***** does not store any of my personal information for anything and does not use in fraudulent purposes. I will not be proceeding this this loan.
Business Response
Date: 04/21/2025
Upon review of the Auto loan application by our Lending Team, there was no lack of communication on FAIRWINDS end. We have sent the attached letter to the member.
Initial Complaint
Date:03/30/2025
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.
I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.
Business Response
Date: 04/02/2025
FAIRWINDS Credit Union did not securitize or sell this loan to any other entity. FAIRWINDS has been the sole owner of both debts from origination. Based on our records, as a result of non-payment,credit card ending 5668 was charged off on 5/26/2020 for $473.57 and auto loan ending 3994 was repossessed on 3/31/20, subsequently liquidated and the remaining deficiency balance was charged off on 7/27/2020 for $6,664.71. FAIRWINDS utilized a third-party collection agency to collect both balances. A settlement was reached with the third-party collection agency to pay these balances for less than full amount of each charge off. The settlements were in the amounts of $325.41 for the credit card and $4,579.59 for the auto loan. As per the Fair Credit Report Act *******, FAIRWINDS is obligated to report to the credit bureaus the accuracy of each of the loans which were charge off and settled for less than the balance. There has been no inaccurate reporting regarding these cases.
Initial Complaint
Date:02/11/2025
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.
I made a purchase of $11.81 on January 26th. It was a good purchase and it was a bone in my food. I contacted the merchant twice and didnt get no response. I called FAIRWINDS to file a dispute, I sent proof and wrote a description for it . I got a letter a week late explaining about trying to close account and revoke my card for SEVERAL fraudulent claims . Oh btw, the agent reported the wrong dispute as well. How is reporting ONE DISPUTE equals to several FRAUD claims made by cardholder ??? just ridiculous. Still waiting for an explanation
Business Response
Date: 02/18/2025
We have made several attempts to reach out to the member to go over her concerns.
Initial Complaint
Date:02/11/2025
Type:Customer Service 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 filing this complaint against FAIRWINDS Credit Union due to ongoing negligence, unprofessional customer service, and failure to issue my personal and business debit cards for months.1. Repeated Disregard for My Request Regarding a Sensitive Security Question I have requested multiple timesboth in person at a branch and over the phoneto have my mothers maiden name removed as a security question. My mother has passed away, and this question is extremely sensitive for me.Despite this, customer service representatives continue to ask me this question, completely ignoring my instructions.On February 10, 2025 (4:20 PM EST), ********* asked for my mother's maiden name again despite my prior requests. His tone was dismissive and unprofessional.On February 11, 2025 (10:10 AM EST), ****** engaged in an argument with me instead of resolving my concern. When I requested her employee number, she ignored me.On February 11, 2025 (10:25 AM EST), I was placed on hold to speak to a contact lead, Keneasha (employee ID: ********* explained my concerns to her, and she showed complete disregard for my situation.Her attitude was careless and dismissive, further proving FAIRWINDS lack of customer care.2. Failure to Issue My Personal and Business Debit Cards for Months I have been waiting for months for FAIRWINDS to issue my personal and business debit cards.Despite multiple calls, branch visits, and escalation attempts, my cards have not been sent out.This delay has disrupted my ability to conduct financial transactions and properly manage my business.3. Unprofessional and ************************************ service agents ignore my requests, refuse to escalate issues, and even argue with me instead of resolving concerns.Representatives refuse to provide employee numbers when requested, making accountability difficult.
Business Response
Date: 03/04/2025
After updating the members MMN field and multiple attempts to resolve all member issues, he rejected our resolutions for his other requests. The decision has been made to close the personal and business memberships.
Initial Complaint
Date:12/25/2024
Type:Customer Service 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.
Dear *********** am writing to demand immediate correction of an inaccurate account listed on my ********************** report. This account does not belong to me and should be removed immediately.The details of the account in question **************************** Name: FAIRWINDS CU Opened Date: 9/7/2018 Account Number: ****************This inaccurate entry is entirely unacceptable and has negatively impacted my financial standing. I have enclosed supporting documents, including a copy of my credit report highlighting this error.I insist that you investigate this matter promptly, communicate with the creditor to resolve this issue, and provide me with written confirmation that this account has been removed.
Business Response
Date: 12/27/2024
We have reached out to the member for further details. We have not received a response. Our records indicate the data we transmitted is correct.
Initial Complaint
Date:12/15/2024
Type:Billing 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.
On November 23, 2024 I was contacted by Fairwinds **************** about a fraudulent charge on my debit card. I denied the charge and was told my old card would be closed and a new one sent via mail. While I was waiting for the new card to arrive, I was again contacted by the **************** about charges on the new card, that I had not even received yet, nor had it been activated by me. The new card was tried 3 times at ******* #****, one charge for $105 being declined then 2 more charges for $210.88 and $219.27 actually clearing the bank. I once again denied the charges were mine, and went on to explain that I hadn't even received the card yet, nor had I activated it, so it was apparently stolen somewhere from the issuing state and my address. Once again The ********** said they would cancel the new card and issue me a new on via mail, which I received on December 13, 2024, and that the charges on my account would be ************************ baci to my account within 7-10 business days. Then on December 14, 2024 I received a letter from Fairwinds Card Sevices that the 2 charges that cleared the account would not be ************************ back to my account, because the Card Services could find no error had occurred and the matter was considered closed. So now I'm out of $430.15 that Fairwinds will not credit back even though the card was never in my possession, never activated by me, and was stolen. I'd like some direction on how I can get my money back.
Business Response
Date: 12/16/2024
After thorough review, the member's refund request has been processed as a courtesy.
Our software confirmed that the card ending 2596 was activated on 12/4/24. It also confirms that the member stated to *** that she had that card in possession when the fraud was reported on 12/5/24.
The Card Transaction tab on our program shows that the transactions posted to the new card ending 2596. The case was originally denied due to the *** chip use & software notes stating that the member had the card in possession.
Based on the member's revised statement that she never received the card ending 2596 and the 20 year membership, we have paid out the claim.
Customer Answer
Date: 12/16/2024

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:11/08/2024
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.
I made transfers to my account based on the mobile banking information that the company claims to be live data. They then did not show live data which has resulted in nearly 20 uncollected funds fees over the course of a single year. When asked for assistance the companies employees mention that the app contains live data and then told me that Funds were removed from my account at 627am. A hold that was not visible to me at 645am upon my look. I then transferred money to my account knowing that something would be coming. Later. I transferred those funds and then another 300dollar transaction was removed. They are now telling me that's the ******************************************* is live data that caused the funds to not be available to me at the time of the 300 dollar transaction. If the data is promised to be live and is indeed not then customer should know they are being lied to and will be subject to abject penalty anytime the institution has a quota to fill. Times are already hard without being lied to. I'm their hold music recording they also state that if you use the text messaging system you can better monitor your account. They did not notify me of any transactions other than the 35 dollar fee that was being assessed. Despite the fact that funds are indeed actively available in the account.
Business Response
Date: 11/20/2024
FAIRWINDS appreciates Ms. ******** concerns about the overdraft and insufficient funds fees charged to her account. After thoroughly investigating her account, we found no error on FAIRWINDS' part. All fees incurred were accurate and based on authorized transactions, where funds were not available in her account.
At FAIRWINDS, we are dedicated to assisting members in avoiding unnecessary fees. Our crewmembers are trained to help members choose the best products and services tailored to their needs. Fees are assessed according to our Truth-in-Savings Disclosure and Service Charge Schedule, with clear information provided in brochures and on our website to help members manage their accounts and avoid service fees. Usage fees, such as those for our courtesy pay overdraft program, are disclosed to members who choose to enroll. These fees are designed to cover the costs and expenses of providing the service, and members can opt out at any time.
We offer 24/7 access to account information through various channels, including mobile, online, telephone with member service representatives, and our automated system. Our online platform allows members to set up alerts and notifications on transactions and account balances for better financial management. Additionally, our website offers numerous financial literacy resources to assist members in managing their accounts effectively.
Ms. ******* states that FAIRWINDS claims our data is live, but that is incorrect. Our website states Your available balance shows the amount of funds you have available to withdraw, excluding any transactions or holds that are pending in our system. Your available balance may not reflect all pending items; you should always keep track of all transactions for your account in order to avoid service charges. Thus,Ms. ******* should not depend on the balance she sees, as it may not reflect outstanding charges.

While each member is responsible for monitoring their account activity and ensuring funds are available to cover outstanding items, we understand that the loss of funds due to fees can be a hardship. Ms.******** did receive two refunds this year. We have credited her account with an additional two courtesy refunds.
Customer Answer
Date: 11/24/2024

Complaint: 22530520

I am rejecting this response because: you're automated hold music is ehat states you provide live data as well as the recorded call i have with their service technician. The extra website tools they claim you can use ate also not accurate and do not provide the benefits that are listed as I am already using these so called tolls.

Sincerely,

***** *******
Business Response
Date: 12/09/2024
As FAIRWINDS stated in its initial response to this complaint,we do not use the term live balances. We reviewed our on-hold music drafts and that term is not used.
Members who look at their account information on FAIRWINDS Online will see Available Balance** (**This balance may include overdraft or line of credit funds.) and Current Balance. The available balance will reflect the current balance minus and pending transactions, that the credit union has received. The current balance is what is in the account (but does not include holds or pending transactions.) Our previous response stated what website shows that the available balance may not show all pending transactions and members should keep track of their actual balance.

We realize that Ms. ******* is frustrated that she has accrued fees, but the fees occurred because the funds were available. We recommend that Ms. ******* track her transactions to avoid future fees.
..
Business Response
Date: 12/09/2024
Date Sent: 12/9/2024 2:11:53 PM
As FAIRWINDS stated in its initial response to this complaint, we do not use the term live balances. We reviewed our on-hold music drafts and that term is not used.
Members who look at their account information on FAIRWINDS Online will see Available Balance** (**This balance may include overdraft or line of credit funds.) and Current Balance. The available balance will reflect the current balance minus and pending transactions, that the credit union has received. The current balance is what is in the account (but does not include holds or pending transactions.) Our previous response stated what website shows that the available balance may not show all pending transactions and members should keep track of their actual balance.

We realize that Ms. ******* is frustrated that she has accrued fees, but the fees occurred because the funds were available. We recommend that Ms. ******* track her transactions to avoid future fees.
..
Initial Complaint
Date:10/23/2024
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.
I am writing to urgently address the inaccuracies on my credit report due to the unauthorized sharing of my personal information with credit bureaus, which has caused me substantial financial and emotional distress.Under 15 USC 1681 Section 602, I have the right to privacy regarding my financial information and expect it to be treated with confidentiality.Additionally, per 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my written consent, which I have not provided.The errors linked to FAIRWINDS CREDIT UNION have adversely affected my financial status, and I request immediate correction.Please also note 15 USC 1666(b), which prevents creditors from marking credit card payments as late under certain conditions.Below are my account details for your reference: Account Number: ****************I urge a prompt review of my account and the correction of these inaccuracies in accordance with federal law.If not addressed immediately, this issue may lead to legal action. I expect your swift response to resolve this matter.Sincerely,****** ******
Business Response
Date: 10/29/2024
Per the member's previous complaint in July 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. We have requested for the member to reference the details of what incorrect information is being reported to the credit bureaus. We have not heard back a response from the member.
Initial Complaint
Date:10/11/2024
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.
I am writing to express my dissatisfaction with how the following matter has been handled concerning my account with **********************. My checking account was closed due to an overdraft. Following this closure, the bank removed my online banking access to the account, making it impossible for me to monitor or resolve the issue. On June 2024, I emailed a member of the collections department to obtain further information regarding the closure. They confirmed the account had been closed and the outstanding balance had been transferred to a third-party debt collector. However, I have not received any written or verbal communication from either Fairwinds Credit Union or the third-party debt collector regarding this transfer.On October 11, 2024, I later reached out via email to Fairwinds' internal collections department for about the third-party debt collector. They provided a contact number for TeleCheck, which I promptly called. After verifying all relevant credentials, ********* informed me that they had no record of any debt under my name.I then reached out to Fairwinds' internal collections department, requesting validation of the debt and clarification of the situation. To date, I have not received adequate information or documentation, and I believe that Fairwinds is creating a financial disadvantage for me by failing to provide the necessary means to resolve this account.
Business Response
Date: 10/29/2024
See Attached
Customer Answer
Date: 10/31/2024

Complaint: 22412984

I am rejecting this response because:

It did not address the concerns highlighted in the complaint.
Sincerely,

**** Ann ***********
Business Response
Date: 11/04/2024
We reached out to Ms. ******* to specifically state what is incorrect on her credit report. We have looked at what we have reported and it aligns with her activity with FAIRWINDS. We will research specific items if she provides them.
Customer Answer
Date: 11/04/2024

Complaint: 22412984

I am rejecting this response because:

Sincerely,

**** Ann *******
Initial Complaint
Date:10/11/2024
Type:Billing 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 had a credit card with fairwinds credit Union that I had to unfortunately file under a chapter 13 bankruptcy. My employer unfortunately shut down operations and I had to file this on a chapter 7 which was dismissed not discharged in November of 2023. I'm not currently working and I'm unable to pay this debt. The bankruptcy was dismissed in November and my account should be in charge of status. This was being reported correctly until last month when the account started being reported as open with a payment due. I will be filing BK again as soon as I can come up with the money but I need this reported correctly on my reports. I attempted to contact fairwinds and the clerk stated she would be escalating the issue. Every time I call or email they tell me that there's no update available and nobody that I can speak to.
Business Response
Date: 10/29/2024
See Attached
Customer Answer
Date: 10/29/2024

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,

****** ******

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Fairwinds Credit Union is NOT a BBB Accredited Business.