ComplaintsforFairwinds Credit Union

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told I paid off my credit card on time (ahead of time) per usual. I was deceived and Fairwinds did not take the payment, which later impacted my credit score. I paid it off as I normally do every month, they said they got it, and they lied and my credit score was impacted, and my credit score shows it was in fact Fairwinds who impacted it.

  Business response

  11/02/2023

  Tell us why heFAIRWINDS listened to the recorded call between Mr. ***** and the contact center manager who attempted to assist him to obtain more details about his complaint.  We apologize that our representative was unable to answer the questions satisfactorily to Mr. *****.

  As was explained to Mr. *****, and confirmed while researching this complaint, FAIRWINDS received Mr* ****** payment on October 16, and the second payment he made on October 30.  Both payments were applied to his credit card.
  His account was and remains in good standing, and nothing negative should be showing on his credit report regarding this transaction.

  We have responded to Mr. ***** and informed him of this information.  We also told him if there is something that is reflected incorrectly on his credit bureau, he should file a dispute with the bureau. The bureau will then contact FAIRWINDS, and we can research the specific issue. re...

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. FAIRWINDS CREDIT UNION ACCT #: ****************   BAL.$0.00 Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business response

  10/26/2023

  FAIRWINDS is unsure as to what Mr. ****** is disputing, since the theft claims he listed on the accompanying documents related to his identity theft, do not include our credit union.  Without seeing a copy of his actual credit report, we are unsure as what he feels is inaccurate.

  
  Mr. ****** had a credit card (the number he listed in his correspondence.) with FAIRWINDS from 2014 through June of 2018.  Mr. ****** had a history of late payments (he had not filed any disputes indicating any of the credit card charges were not his during that time period) so any late notices appearing on his credit report would be accurate.  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My card information was stolen and used to fraudulently make international purchases through *******. When I contacted my financial institution and reported the fraud they refused to take any action and insisted that I contact the vendors and handle the fraud directly. ******* will not help me as I do not have a ******* account. The bank is refusing to assist me in perusing this theft and placing all responsibility on me.

  Business response

  08/25/2023

  Ms. ********** concern has been researched and resolved. It was determined that Ms. ******** must contact the vendor in question, *******, in order to dispute the transaction she reported to be fraudulent. As an organization that prides ourselves in providing legendary service delivery, we did not wish for our member to be penalized and credited back the amount in question ($33.42) to Ms. ********** account on 8-21-23. The attached letter was drafted and mailed to Ms. ******** on 8-25-23.

  Customer response

  09/05/2023

  
  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

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not liable for the debt with FAIRWINDS CU. I do not have a contract with FAIRWINDS CU. You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person. They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attached as well, they are in major violation.

  Business response

  05/12/2023

  Ms. ****** completed paperwork to open her FAIRWINDS checking account in June 2015.  She subsequently applied for a vehicle loan in February 2016 and signed the Loan and Security Agreements and Disclosure Statement, which included the Truth-In-Lending Statement.   Ms. ****** used her checking account until transactions caused the account to be drawn negative in September 2016.  The last payment she made on her vehicle loan was in January 2017. 

  
  Ms. ****** was contacted by FAIRWINDS’ Collection Department in order to arrange payments, but the accounts remained negative, and the vehicle was subsequently repossessed.  The money owed after the sale of her vehicle, plus the negative balance on her checking account were reported to the credit bureaus.  

  
  All signatures on documents to open the account, apply for the loan, and later to change insurance coverage were actual signatures, not electronic signatures.  Our research found no evidence that Ms. ****** ever contacted the credit union to indicate there was any fraudulent activity regarding her transactions with FAIRWINDS.  The information reported to the credit bureaus is correct.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I had called a loan officer back in July regarding a car loan. At the time, he also asked me if I wanted to open a credit card because I was pre approved. I told him yes - since my credit was already being ran. In the same conversation, I told him that I had recently moved. Apparently my credit card was sent to my old address. I never received it. This was supposed to be a 12 month interest free credit card. We are now 6 months in and I have no card. The loan officer confirmed that they sent it to the wrong address and ordered a new one. But there is a supply chain issue with no ETA of when I will receive my new card. I need the card delivered to my new address (with tracking) and the interest free period restarted to the time that the card is sent out.

  Business response

  01/24/2023

  FAIRWINDS conducted research on the concerns Ms. ***** addressed in her complaint. The initial mailing of her credit card went to the address she had on file.  Ms. *****'s address had changed, but cards are not forwarded for security reasons.  Ms. ***** contacted us in December to advise the credit union of her new address.  A new credit card was mailed to her current address, and the six month no interest period was reinstated.

  Customer response

  01/25/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  the banker that i worked with said it was 12 months. The terms say introductory APR for 12 months.  He also advised when initially applying for my auto loan (same time he talked me into this CC) to NOT update my address because it would affect the time and process. I told him that i had mail forwarding through USPS - so it wouldn’t be a problem. He didn’t advise that cards were not forwarded by USPS. This needs reinstated to the 12 month promo starting the date that it was re-mailed. I also need start and end date of interest free period. 
  Sincerely,
  
  ******** *****

• Initial Complaint

  01/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  started the dispute on November 3rd, and that day I already submit all information about my dispute, I don't know what happens with Fairwinds, you're supposed to take care of your clients but unfortunately you are not doing it. Your keep retaining my money, because it's my money and you are growing your money with your clients money but at that point it's ridiculous. I called every weeks since November third to explain the same thing again and again, and I don't need to keep explaining and you are not doing anything. Once again and last time that I'm going to explain, ******* do a transaction by mistake with a wrong services that my son was expecting to receive by Doctors note and when they notice at the moment that they took my money from the card they apologized because they enter in their system more services than my son required, so they processes a wrong amount and they told me the transaction was canceled at the moment but never happens. Then they create a new billing with the correct amount, in order to receive the service that I paid but not with my bank account with Fairwinds. It means I paid twice for that service same day and you're still keeping my money. I need to take action now, i don't need explanations just MY MONEY. Otherwise I'm going to move to other level.

  Business response

  01/05/2023

  Ms. ****** filed her dispute on the ******* charge on 10/25/22. Ms. ****** was instructed to provide additional information on her claim on 11/3/22 and was provided provisional credit on 11/4/22. No information was provided, and Ms. ****** was notified that her provisional credit would be removed on 12/5/22. She subsequently sent an email on 12/7/22 and additional information on 12/31/22. The claim is being evaluated to determine if the LabCorp dispute can be processed.
  
  Our credit union is committed to assisting members and addressing their concerns. While we realize that everyone is inundated with emails and telephone calls, it is important that members follow instructions and timelines to ensure that their issues are handled quickly. The delays in processing this dispute were not due to FAIRWINDS' inaction.
  

  Customer response

  01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I already submitted the information requested since same day on November third. Also I was calling weekly to get and updated and they answered me with same excuse, oh I don't receive the information and the information was submitted like four times as a response for their email requesting the information, how the company don't received the response 4 times on the same email they sent me? and they said they never received it, that's why it's delayed not for my fault as they want to said, it was their fault. Apparently for them it's a ping pong game for me it's a problem because I'm needing of my money. If they have a lot of request now I know why.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called FAIRWINDS and my *** limit was increased. I took an UBER to the *** at 6pm and took out $500 from ***** Fargo and $500 from a **** of America drive thru ***. I went to the **** of ************ *** and was declined due to exceeding the **** of America daily limit. I went home. When I got home at 615pm, I was locked out of the apartment. My girlfriend was helping clean a house in **********. She got home at 8pm. We ate dinner and then at 9pm we went to the *** at Publix and I took out $400 dollars (their limit). Then we drove to another Publix and I took out $100 dollars. Finally I went to Chase and tried to take out the last $500 and my card was declined!At ****pm, I called FAIRWINDS. I reviewed my *** withdrawals and times for $1500 and told them that I was authorized to take out $2000. They told me that at 757pm, my card was used to take out $500 at an *** at ***********************. I was at home locked out at that time. I spoke to the fraud department. They said that if I wanted to dispute the transaction, then they would need to shut the card down. I told them that I could not shut the card down because I needed to get $500 dollars out and to continue to use my *** debit card because the shared banking computers were still down. The next day, I was able to withdraw the final $500 dollars.I did eventually call the **************** a week later. They denied my request saying that my debit card was used and my code was entered. I told them to pull the security footage because I was at home locked out of my apartment at that time. They denied my request. I called a few days later to make an appeal. I also placed a formal complaint against ****** and asked him to call me to apologize. I have not receive any call from *******I am now leaving FAIRWINDS.

  Business response

  01/05/2023

  FAIRWINDS researched the issues ****************** addressed in his correspondence with the Better Business Bureau. While ****************** did not list dates in his complaint, we were able to determine the time frame he was referencing.
  
  Members may request a permanent or temporary ATM/debit card withdrawal limit. Decisions on each member's withdrawal limit are based on a list of factors, including average account balance and insufficient fund activity. Changes to a member's limit can take up to two business days to process. Therefore, members cannot request an immediate change to their withdrawal limit.
  
  ****************** spoke with someone at FAIRWINDS on November 11, 2022, regarding the decision on his withdrawal limit. When ****************** spoke with ****** in our **************** (regarding a different issue), Mr. ****** explained that he had no role in the decision process on withdrawal limits. ****** apologizes that ****************** thought he was not helpful, but ******'s position at the credit union does not include changes to withdrawal limits. Thus, he referred ****************** to the appropriate department.
  
  Finally, the fraudulent cash withdrawal claim ****************** filed was processed and denied, as both the card and the *** were used. Additionally, ****************** utilized the same card before and after this withdrawal and did not report the card as lost or stolen.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Every time I want to know the balance on the account I can't get into the account by online banking or 24/7 call service and I'm really just sick of it. I like their services and the bank but this is a dealbreaker. I know the information provided to the 24/7 service is correct and I should be able to hear account information without calling to talk to representatives. I could and I should just go with another bank's services.

  Business response

  12/19/2022

  FAIRWINDS Credit Union is committed to providing outstanding service to our members, whether in person or through on our online options. We were sorry to read of **************** issues in obtaining access through our on-line banking and Call 24. Naturally, our goal is for all our members to have access to account information 24/7/365. We know it is frustrating to not be able to access one's account information.
  
  FAIRWINDS Online Banking and Call 24 platforms have not experienced any significant outages during the past several months. Our systems are brought down for updates, but these are advertised well in advance of the disruption in service, on our website. They do not occur regularly.
  
  We conducted research for the past 90 days for ************. We show that she did have a bad login attempt at 7:30 on December 14. She called in and spoke to a representative who was able to rest her password and we do show that ************ then had access to her account. We do not show any other bad logins for ************. Typically, when a member cannot access account information and our system does not show an attempt it means there is an issue with the member telephone or internet making a good connection to our network.
  
  We do encourage ************ to reach out to us if continues to experience these issues with any specific information, so we can explore what might be occurring.
  

  Customer response

  12/19/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My parents had a house mortgage with fairwinds credit union. They passed away and I had to get the house transferred to me via probate. I tried refinancing but was denied. The hired a lawyer when they sent foreclosure papers. They are flat iut refusing to work with me in any way to turn a negative loan into a positive one. They also refuse to allow me to take on the mortgage

  Business response

  12/13/2022

  FAIRWINDS is familiar with ****************** and her attempts to refinance her deceased parents' home, and is sympathetic to *********************** position and the loss of her parents. However, like all credit unions, FAIRWINDS is owned by our members. By protecting the credit union assets, we are obligated to make loan decisions that are in the best interest of all our members. In addition, we are governed by and follow the stipulations outlined by several regulatory agencies, including the National Credit Union Administration and the **************** Office of Financial Regulation.
  
  Each loan application is reviewed based on similar criteria, including the member's, credit score, ability to repay the loan, and collateral. The mortgage loan officer handling Ms. ********* application could not qualify her for the loan. FAIRWINDS' Senior Vice President of Consumer Lending then reviewed the loan application in an attempt to approve the loan. He could also not do this based on the criteria used for loan approvals.
  
  Our ********************** has attempted to work with ******************, as she indicated she planned to sell the property. Our Collection Manager has had discussions with ******************, confirming that this was her best option.
  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I got a call from someone I thought was from Fairwinds Credit Union and they were telling me that they were just verifying my account, so he texted me a 4- to 6-digit code. I repeated the code to him, and the next thing I knew, I couldn't login to my account. Since my card was no longer working, I called the number on the back of the card, and my account was overdrawn and my money had been emptied out of my account, so I called Fairwinds Credit Union to let them know, but no one was doing anything and it seemed as if no one cared, and now my checking account and savings account have been charged off for the initial amount.

  Business response

  12/13/2022

  FAIRWINDS is committed to providing our members with outstanding member service and assistance in any issues they encounter, while protecting their personal account information. We provide 24/7/365 service assistance via online banking and our contact center. Additionally, we have 34 branch locations in Central *******, including in *******, where ************** lives.
  
  Our records show that ************** spoke and chatted multiple times to employees in our contact center for assistance, including requests to have fees refunded. He received two courtesy refund fees in July. Our records do not indicate that he reported fraudulent activity on his account.
  
  **************' account became overdrawn in June. He continued to have online access to his account (as well as access to our branches). He had the availability to verify his account activity and balances, and report fraudulent activity. However, our records show he did not reach out until December, when he was told his negative balance had been charged off to TeleCheck. He then filed his complaint with the Better Business Bureau.
  
  FAIRWINDS acted in good faith and provided ************** with service and finds on validity in his complaint.
  

*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. ↩