Complaints

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

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  Horizon Credit Union

  1010 N Whitewater Park Blvd Boise, ID 83703-5801

• 

  Horizon Credit Union

  485 W Overland Rd Meridian, ID 83642-8105

• 

  Horizon Credit Union

  1111 W Jefferson St Boise, ID 83702-5383

• 

  Horizon Credit Union

  910 N Orchard St Boise, ID 83706-2156

• 

  Horizon Credit Union

  13224 E Mansfield Ave Spokane Valley, WA 99216-1661

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:04/11/2025

  Type:Service or Repair 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.

  They keep calling my work line leaving voicemails.I've asked dozens of times to be put on the do not call list but they always hang up as soon as I ask and then continue to call and leave voicemails.

  Business Response

  Date: 04/23/2025

  Good morning - Response to complaint is attached.  Thank you!

• Initial Complaint

  Date:01/06/2025

  Type:Product 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.

  They disclosed my personal info by not licking the envelope to seal it. The **** should be put under the same lens for accepting it. It had all of my personal info with no security behind it, and I want my security back that they stole.

  Business Response

  Date: 01/15/2025

  Response attached

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair 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.

  My father passed away 10/28/2023 and horizon held the title to his truck for a loan that i made sure was paid according to a payment arrangement in the amount of 262 on November 7th. They allowed me to pay but wouldn't provide me any more information even tho I provided them all documents they requested to show my right of inheritance and since they wouldn't tell me anything about the account they came and repossessed the truck without any notice and when I went in to payoff the loan after repossession they said I couldn't because of a fraudulent claim there was a hold on the accounts via the social security administration. They sold the truck and mailed a 4476$ dollar surplus check with a letter stating there was no further debt owed to the credit union, i called and requested the check be reissued in my name and they refused saying my father owed them money even tho the letter says there is no debt and proceed to put a stop payment which resulted in my account being closed for fraudulent activity and the check being confiscated. They also released 50$ from an *** that i have statements showing over 15k was in there but they only gave me 50$ and wouldn't provide a closing statement. They didn't say anything about his life insurance policy for at least 50k and they told the insurance company they would handle the payout of said policy and now they have no record of it and horizon won't say anything about it. They have Maliciously unethically destroyed my life made me lose my home and 50% of my possessions because they continue to fraudulently withhold my inheritance.

  Business Response

  Date: 12/05/2024

  We regret that Mr. ****** is dissatisfied with the service Horizon offered. Horizon has spoken to Mr. ****** on several occasions at length and explained in detail why and what caused the situation to transpire the way it did. Mr. ****** is welcome to reach out to Horizon Credit Union, and we would be happy to go over this with him again. He is welcome to contact ********************** and ask to speak with the Manager.
  
  Thank You 
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22596075
  
  I am rejecting this response because: what they have told me is fraudulent information. Also when I dial that number it says the number is not valid and to check the number. I've also called and left a voicemail for the manager at the whitewater ****** ****** and haven't heard back from her. 
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 12/16/2024

  Thank you for allowing Horizon to respond to the complaint of *********** ******
  
  It is unfortunate that Mr. ****** has rejected our response. Horizon conducted itself with due respect to Mr. ****** and in a lawful manner. Horizon has reached out and spoken to Mr. ****** over the phone on 12/13/2024 and explained again in detail why and what caused the situation to transpire the way it did. We also issued a letter directly to Mr. ****** on 12/5/2024 with detailed responses to all of the concerns he questioned in the previous complaint.
  
  Mr. ****** is welcome to reach out to Horizon Credit Union again if he has any new or further questions regarding the issue. Our contact number is ************.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22596075
  
  I am rejecting this response because: The information they have provided isn't true or legal. They have made my life absolute h*** on top of dealing with losing my father They haven't made anything easier. 
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:10/12/2024

  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 filing a formal complaint regarding Horizon Credit Unions handling of my accounts and the repossession of my truck and trailer. Despite efforts to stay current on my payments, I was not notified of any delinquency or risk of repossession before my property was taken.While out of town for work, my neighbor informed me that my truck and trailer had been repossessed. When I contacted Horizons Spokane branch to resolve the issue, I was told by the manager that I could not make any payments until the repossession process was complete. This prevented me from taking immediate action to avoid further fees or ************ no time did I receive voicemails, emails, certified letters, or any other notifications about delinquency or an impending repossession. The credit union claims they are legally unable to disclose such information in detail, which left me unaware of the issue. My last communication from the credit union was on October 3, 2024, but the call did not mention any problems with my account. Even during my monthly visit to the Chinden branch to pay multiple loans, no teller informed me of any delinquency.Horizons online app also only shows one month of payments due at a time, which can make accounts appear current even when they are not. This lack of transparency is troubling, especially considering the trailer is nearly paid off and I have had no prior payment issues. Now, I am accruing storage fees and must account for personal belongings in both the truck and trailer.Given only 10 calendar days to refinance both loansincluding a weekend and a federal holidaythis timeline is extremely limited, especially since I was out of town for part of that time. This situation has caused significant inconvenience and financial ********* a small business owner with many accounts at **********************, I expect clearer communication. I request your assistance in holding Horizon Credit Union accountable and resolving this issue.

  Business Response

  Date: 10/21/2024

  Thank you for allowing Horizon to respond to the complaint of ***** *****.
  We have reviewed the information with our recovery department and have issued a detailed letter to the member with our response.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22415864
  
  I am rejecting this response because: They were unwilling to handle the situation. I have refinanced the loans elsewhere and coincidentally they are closing their main branch on **********. Please consider other credit unions before choosing this out of state based organization.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/01/2024

  
  Thank you for allowing Horizon to respond to the second complaint of ***** *****.

  
  We regret that Mr. ***** is dissatisfied with the service Horizon Credit Union offered. Mr. ***** is welcome to reach out to Horizon Credit Union and we would be happy to go over this with him. He is welcome to contact ************ and ask to Speak with the Manager or the Director of Loan Servicing.  Regardless, Horizon conducted itself with due respect to Mr. ***** and in a lawful manner. 

  Thank you, 

• Initial Complaint

  Date:10/08/2024

  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.

  Horizon credit union has furnished the recreational ** loan for my family and I since our purchase in late 2015. We recently experienced an extreme rate hike in our automotive/rv insurance and had to switch companies (from ****** to ***********). Horizon sent us a letter after our policy cancellation regarding our insurance status, which we responded to with the proof of new insurance required.We have now received an additional notice from Horizon Credit Union citing a 32 day lapse in insurance coverage. Horizon further states they intend and will charge us $312 dollars to cover us for the 32 day period we were not covered by an insurance policy (retroactively).We have switched insurance companies in the past and have not been hit with these terms until now.Our ** has been parked for over 17 months as we have not had the time away from work to camp.The money Horizon is formally extorting is for a prior 32 day period in the past which no insurance claims of any kind were possible. The dollars requested for this hypothetical insurance coverage are nearly $10 a day.I called to discuss the terms of this notice. The customer service for the loan insurance department said there was no way to mitigate the fee. I also called the bank itself to dispute the fee and was immediately routed back to the loan insurance department.The fee is too high. I do not think the insurance coverage Horizon Credit Union says they will impose is actual and functional insurance.Please help, I work over 50 hours a week at a stressful job. I have good credit. I keep insurance on my in use vehicles. I do keep insurance on the ** year round despite only using it in the summer. I have good credit and want to keep it that way. In order to keep my credit I have to pay. This is not fair and these terms are not what I agreed to.Credit unions shouldn't operate this way.

  Business Response

  Date: 10/17/2024

  Good afternoon,
  
  Thank you for submitting your response to us. We value our members and their concerns. Our insurance department has reviewed the information you submitted and has mailed you a letter addressing your concerns.
  
  Please feel free to reach out to us if you have any questions. 

  Thank you, 

  Horizon Credit Union

• Initial Complaint

  Date:09/23/2024

  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.

  I bank with Horizon credit union. 3 times in 6 months the bank has deactivated my card without reason. I was leaving the state for about 6 months in April and stopped to get a new debit card prior to my other card expiring. I was issued a brand new card. That card didn't work for the about a month which we found out was because the bank had the wrong expiration date on file. In June the bank changed to tap cards. The asked for address updates and I updated my address twice for that. With no notice they deactivated my new card, the day after sending my new tap card. I was without a card or access to my account for a few weeks that time through mid July. Suddenly this week, my card was deactivated again. The banks reasoning this time. They didn't know it, but this was a temporary card. It has an expiration of 9/27.. the bank can't give me a reason but is offering to send me another card. I'm out of state and have already been without a card for 2 months since April. Now again I'm surprised with no access to my money for no reason. This bank needs to be responsible for holding my money hostage. they also charge overdraft fees when I'm not overdrafted. Im out of state and can't eat, and can't access any funds when this happens.. this is 3 times now since April. They need to be accountable.

  Customer Answer

  Date: 10/25/2024

  I'm not sure how to navigate the website within my complaint to inform you that the business has resolved the issue.  If this is an acceptable method please update my file.  If I need to reply somewhere else, please let me know.  I cannot find a way to do this through your site  

• Initial Complaint

  Date:08/07/2024

  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 sent the final payment to the credit union, Horizon Credit union, routing number *********. Before I was able to see the payment clear and verify my loan was paid in full, and my ability to look at any past loan history or payments was completely removed. My loan vanished from my online banking profile.I reached out (7/31) to their customer support to ask where my loan was and to find out if the payment had cleared and what the final amount was. The representative told me to look in statements and I would be able to see them. There was none and still is no history of any kind for any time period of the loan. I was sent a very informal secure loan history through a secure portal that took several hours to actually be able to access. Nothing formal has been communicated to me since. There was no follow up, no restoration of access to my loan and no one has reached out to me to follow up on my request for answers as to why the loan disappeared.

  Business Response

  Date: 09/09/2024

  BBB - I have attached a letter response from Horizon.  Thank you for sending another email as the other two were not forwarded on internally as appropriate.  We have addressed this for future complaints.  Thank you

  Customer Answer

  Date: 09/10/2024

   
  Better Business Bureau:
  

  The "standard practice" they referenced in their response is a horrible way to conduct business. Removing access merely because an account is closed out immediately is not standard for industry and robs customers of the right and ability to see their information.

  I requested two different times that someone follow up with me, and not once did I ever hear anything back from them. Their BBB response was the first time I got anything back from them.

  While incredibly frustrated, 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:05/20/2024

  Type:Service or Repair 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.

  We had to file a Chapter 7, and we were told to contact our credit union regarding our car loan as we want to keep our car. We have contacted them twice and left a voicemail. We we also told by the employee that we spoke with that they would send an email regarding our request. We were not late at this time. We were told after the first call that we would hear back from the legal department in the collections department. We did not. We then called a second time, requesting to pay our loan and to speak with someone, we were again told they have left for the day but could call back. It was explained to them that we have called more than once now and that we are now late in paying. We were instructed by our attorney to call and make arrangements with them to continue to pay our loan. We are concerned that they are intentionally trying not to let us make a payment so they can attempt to repose the car. We are current and have no desire to default. We would like a remedy to this issue yet, continue to get the run around. We gave permission for them to take the loan payment out of our checking account, and they have not. Our loan and checking account are with them. We plan on also contacting our attorney.

  Business Response

  Date: 06/05/2024

  The issue with the Baniks has been resolved and a response was mailed to the member today. 

• Initial Complaint

  Date:04/03/2024

  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.

  This bank refused to honor a cashier check from another bank. They profiled me as a potential scam and put a hold on a cashier check like a standard personal check They want 7 business days to cash a verified cashier check that is good as cash at any other banking institution

  Customer Answer

  Date: 04/08/2024

  Business reached out and solved matter 

  Business Response

  Date: 04/17/2024

  I spoke with ******************************* and he said that he tried to cancel the BBB complaint shortly after and he was not able to.  He said that he was instructed to modify the complaint but I am not seeing a difference.  

  The situation that led ****** to file a complaint as stated by ****** was a communication breakdown in the branch that he does business with and the situation was resolved the following day of his transaction in question.  ****** has my name should he have issues in the future that need attention.  We can consider this complaint satisfied.  Thank you!

  Customer Answer

  Date: 04/17/2024

   
  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:02/06/2024

  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 changed the auto pay on ****** in December - assumed it worked as it saved the information. Today my business RV was repossessed. I contacted the credit union and they said it was 72 days past due. I said I set up auto pay - the man said its confusing sometimes. I asked why I hadnt been called. He said a number that was 625 something. I said thats not my number. He said they sent letters to me but they were returned so they thought it wasnt a legit address. We have a PO Box - he said it was on our other account but not this one. I spoke to a woman in collections and she said they sent several texts and emails to me - I have nothing from them. Im asked what number and email - she had to pull up my application to see it. She said they called my daughter and friend. Both had nothing from them. I wanted to pay the 2 past due payments that I didnt know were past due. She said full amount is due - which is $146k. No issues with them before on our other loan which was paid off early. They lied about contacting me and stole my equity in the ***

  Business Response

  Date: 02/08/2024

  Attached is a letter in response to ******************** complaint.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21255544
  
  I am rejecting this response because: The man I talked to stated the number they called was a 625 number, which I've never had. The woman I spoke to had to pull up my application as she could not find our number and she said they called my number as stated on the application, which is not correct. She said they didn't have my PO Box, but when I purchased the ** and didn't get a bill, I contacted them (back in 2022) and gave them my PO Box - they sent me paperwork at that time. So this is another lie. I was contacted by **** today from Horizon and he said I would have to pay over $5K for fees and past due payments (which is double what I owe) - I wanted to pay when they showed up but was not given an option. Why should I have to pay thousands when it could have been resolved so much easier? I have attached the email that shows autopay set up successfully and no amount was due. **** said that there would have been fine print when I set it up stating to check for past due payments. When I logged in, there was no amount due still. See information from their payment portal attached. When I spok with the account rep Tuesday he said the payment port "is pretty confusing for sure."
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/08/2024

  The credit union wants me to refinance my loan as we use the ** for our business. When we were talking with the salesmen at the ** show and then **************** we made it very clear that we were buying this specifically for our business. The credit union rep seemed very excited about this and we discussed how we were going to use this for our mobile clinic. At no time did we state this was for recreational use only. If that is in the contract, as the credit union alleges, we were not aware of that. The reps go through everything so quickly and this was at the end of the day of their last day of the ** show so they were very eager to get us moving. The manager called me today and stated we need to "meet in the middle." I asked what that entails - he stated pay the rears, the fees for the repo, and get the ** refinanced within 30 days since they don't finance business loans. At no point did we state this was for recreational use - it was always for business and the loan rep knew this when we bought the **. We were so excited, it's all we talked about!