ComplaintsforQualstar Credit Union

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to know how it's legal to charge a person $25.00 for each what they call overdraft they take it out subtract it from your available balance ( so that is paid, they have the money) if go over your amount they charge you 25 bucks for each one that they have ALREADY taken the money for. My pay checks I now have deposited elsewhere. Also my checks should of posted at midnight, Qualstar claims it is companies fault. This is a false statement as everyone else that did not bank with them received their checks

  

  Business response

  05/15/2024

  Dear *************************,
  
  Thank you for bringing your concerns to our attention. We take our members feedback seriously and aim to address your complaint regarding our extended courtesy pay and concerns about delay in direct deposit posting.
  
  Its important to address the mention of courtesy pay, specifically extended courtesy pay. To provide clarity on the options available to our members. When opting into our courtesy pay service, members have a choice between basic and extended options. In your case, you opted into extended courtesy pay. Basic courtesy pay covers overdrafts for checks, ACH items, and automatic ******************* payments. Extended courtesy pay, on the other hand, extends coverage pay to include debit card (point of sale or signature) purchases and ATM withdrawals.
  
  This service is offered as an option to our members and disclosed in our Membership Agreement. Extended courtesy pay provides additional coverage for overdrafts beyond the available balance, ensuring that transactions are approved even if they exceed the available balance.
  
  We want to clarify that the fee associated with extended courtesy pay overdrafts is $20 per event, not $25 as mentioned in your complaint.
  
  By opting into Courtesy Pay,members acknowledge and agree to the associated fee structure. This option provides added convenience for accessing funds, but a fee will occur with each event dropping the balance below the available balance. You may change your preference any time by calling **************, or send a secure message from within online services.
  
  In regards to paycheck ACH deposits, we understand your frustration with the timing of deposit availability. While we strive to provide timely deposit posting, we want to clarify that the timing of the automatic clearing house (ACH) deposit of your payroll is not within our direct control. Furthermore, after conducting research on your direct deposit, we found no issues on our end that could have caused any delay or irregularity.
  
  If you have any further questions or concerns, please feel free to contact me directly.
  
  *****************************
  VP of **************
  Qualstar CU ************** or ************ direct line

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 9 2023 I called Qualstar Credit Union and asked them about their auto loan rates for 5 years I was told that the percentage is **** as long as my credit is good,which it is.I filled out the paperwork for an Auto loan and in their system it came as a Credit Card loan.I called again to see what happened and was told that if I wanted an Auto loan with **** it would have to be a 3 year loan which no one told me and it does not state on their site.Now my credit score is lower because people can't do their job right.Talk to the manager and got the run around .

  

  Business response

  03/28/2023

  To whom it may concern,

  
  After reviewing the complaint, our ******************* Manager promptly reached out to ************************ to discuss his concerns on March 13th, 2023. During the call, ************************ mentioned seeing New Auto Loans APR* as low as ****% listed on the Qualstar website and understood this to be for any term. During the call, our ******************* Manager provided clarification with how the Loan Term chosen, as well as the Loan To Value (LTV) could have an impact on the rate an individual is approved for.

  
  Our ******************* Manager also addressed Mr. *********** concerns with his original application being processed as a Credit Card and the impact to his credit score. Although ************************ did intend to submit an application for an Auto Loan, the original application was in fact submitted as a **** Credit Card. Once this was discovered, the application was corrected and the original credit pull was used. Our ******************* Manager also clarified the potential impact to someones credit score when an inquiry (hard credit pull) is performed.

  
  Before the call ended, ************************ was also provided educational tips when purchasing a vehicle at the dealership and was educated on the Credit Union Direct Lending (CUDL) process.
  ************************ did express that this is an unfamiliar process as he does not purchase vehicles often, and that he felt more knowledgeable after the conversation.

  
  The following fine print can be found on the Auto Loan Rates page of the Qualstar website:
  *Annual Percentage Rate. Rates and terms subject to change without notice. Loan approval, term, and rate received are based on the applicants credit qualifications, LTV, and model year.

  Customer response

  03/29/2023

   
  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

  12/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a new customer to ********************. I received what look like an over draft fee on my account. Which I tried multiple times to deposit money into the account, when I finally message them asking them why I was having problems. They replied back stating "Upon reviewing my account due to my credit score I can not make a cash deposit at one of there locate ATM location". I am trying to build my credit & with the union I am with it allow me to be a member with this company to due so. But to receive a response like that I am fully amazed that a Company let alone a Credit Company would allow me to take money from the same ATM but not give/put money into my account at the same ATM due to my credit score. I am reporting this to make everyone aware of the way the Credit Company runs, discriminates along with hinders their customers from bettering their ***************************** score. They did also state I could deposit cash at one of the Qualstar Branches but I live in ******, ** & am not able to find an actual branch near me just ATM's which I am not allowed to deposit cash into, actual money. I feel that should be illegal to say we will let you have an account with us (because your with a union) but will not take you money from you due to your credit. So, now they are going to continue to add overdraft after overdraft stacking them up but will not allow me to give them money to correct the issues, the only way I can due to my *************** not having any branches in a 50 mile radius from me. The account get a once a month deposit from the company I work for which has never been greater the ****** a month. At this rate I feel I will never be able to get this issues fixed.

  

  Business response

  12/14/2022

  We reviewed the complaint submitted by **************** on 12/03/2022 regarding ATM Deposit Access, here are the findings:
  
  
   - **************** originally reached out to us via the ****** Services Secure Messaging System with questions regarding ATM deposit access. We responded to Ms. ******* inquiry regarding the specifics of her account access options, as well as addressed her questions and concerns in reference to the $25 Courtesy Pay assessed to her vacation fund account.
   - In addition, our *********** Manager reached out to **************** via phone on both Dec 5th and Dec 12th to further discuss account access options, however has not been successful in connecting with the member.
   - Although the $25 Courtesy Pay Fee assessed to Ms. ******* account to cover a transaction were sufficient funds were not available, we have made the decision to reverse the $25 Courtesy Pay Fee due to new membership and for member service related purposes.
  
  
  Ms.******* reference to credit being used in order to obtain additional products and services offered by Qualstar (such as account access options) can be found in the following materials located here - www.qualstarcu.com :
  
  The Qualstar Membership Application disclosure in section 36:
  
  36. By initialing below (my electronic signature), I/we agree to the terms and conditions of the Membership and Account Agreement, Truth-in-Savings Rate and Fee Schedule, Funds Availability Policy Disclosure (all available online at https://www.qualstarcu.com/new-account-disclosures), if applicable, and to any amendment the credit union makes from time to time which are incorporated herein. I/we acknowledge I am able to access the Account Agreement and Disclosure(s) available online (https://www.qualstarcu.com/new-account-disclosures),applicable to the accounts and services requested herein. If an ATM card or EFT service is requested and provided, I/we agree to the terms of and acknowledge receipt of the Electronic Funds Transfer Agreement. I/We authorize Qualstar to check my/our credit, verify employment history, obtain a credit report, and to answer questions about its credit experience with me/us. I further acknowledge that any unclaimed funds in my account may be escheated to the ******************* as per escheatment laws, or may be returned to my union vacation trust, depending on my union trust agreement. The ************************ does not require your consent to any provision of this Account Card other than the certifications required to avoid backup withholding. Type Initials Below:*
  
  The Qualstar Membership Agreement on page 3 section 1 under Membership and Accounts:
  
  1. Membership Eligibility. To be eligible for membership in Qualstar Credit Union, you must be an individual or entity qualifying within the Credit Union's field of membership and must subscribe to at least one Credit Union service, or deposit, or loan account. You authorize us to check your account,credit, employment history, and obtain a credit report from third parties,including credit reporting agencies, to verify your eligibility for particular accounts.Tell us why here...

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My checking account ON 12/22/2021 was hacked of $9878 AND sent to ***************** ***** ROUTING: *********, ACCOUNT ************. I FILED A COMPLAINT WITH QUALSTAR. THE ***** WAS MOVED TO ROBINHOOD SECURITIES. ON 12/28/2021 CHASE TEAM FOUND THAT THERE WAS INSUFFICIENTS ***** AT CHASE TO RETURN THE MONEY.THE HACKER BLOCKED ALL EMAILS FROM QUALSTAR CREDIT UNION TO ME SO THAT I COULD NOT RECEIVE ANY EMAIL, THE HACKERS SENT ALL EMAILS FROM QUALSTAR TO TRASH FOLDER WHICH I LATER FOUND AND SENT A COPY TO QUALSTAR INVESTIGATING TEAM. THERE WAS A NOTICE FOR ME TO APPROVE THE TRANSFER OF ***** THE SAME DAY 12/22/2021, I REFUSED TO OKAY THE TRANFER AND CALLED QUALSTAR TO SEE WHAT WAS GOIN ON WITH MY ACCOUNT, I CHECK MY QUALSTAR ACCOUNT EVERYDAY. NOW QUALSTAR WANT ME TO TRY AND GET THE ***** MYSELF, I HAVE MONEY AT QUALSTAR AND BEEN BANKING THERE FOR OVER 20 YEARS, QUALSTAR ALSO HAS FIDUCIARY RESPONSIBILY TO PROTECT THE ***** IN MY CHECKING AND MONEY MARKET ACCOUNTS. I HAVE REQUESTED FURTHER DOCUMENTATION. I WOULD LIKE THE ***** TO BE PUT BACK INTO MY ACCOUNT.

  

  Business response

  01/11/2022

  To Whom It Concerns:

  
  During our initial investigation, we determined that these were authorized transactions that were processed without error by Qualstar Credit Union. We made every effort to recover those funds from the other financial institution, however ***************** ***** denied Qualstar Credit Union's request to recover the funds despite submitting the request on the day the dispute was filed December 22nd, 2021. However, upon further review of the matter, we have since made an exception to our determination due to the members relationship along with other factors.

  Qualstar credited Mr. ********* account on January 7th, 2022 for the full amount of the claim and consider this matter closed.

  Customer response

  01/11/2022

   
  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,
  
  ***** ********

*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. ↩