Complaints

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

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TwinStar Credit Union has 20 locations, listed below.

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  TwinStar Credit Union

  4525 Intelco Loop SE Lacey, WA 98503-5941

• 

  TwinStar Credit Union

  4550 Avery Ln SE Lacey, WA 98503-5602

• 

  TwinStar Credit Union

  1555 S Market Blvd Chehalis, WA 98532-3620

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  TwinStar Credit Union

  2400 Evergreen Park Dr SW Olympia, WA 98502-6041

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  TwinStar Credit Union

  9601 South Tacoma Way STE 103 Lakewood, WA 98499-4421

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:01/05/2025

  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.

  To Whom It May Concern,I am writing to formally dispute the validity of the debt that is currently being claimed by *********************, which I understand was sold to them by TwinStar Credit Union.Under the Fair Debt Collection Practices Act, specifically 15 U.S.C. 1692g, I am requesting validation of this debt. Please provide me with the following information:1.The total amount of the debt.2.The name of the original creditor (TwinStar Credit Union) and the date the debt was sold to **********************3.A copy of the original contract or agreement that verifies my obligation to pay this debt.4.Any relevant account statements or documentation that support the validity of the debt.I request that this information be provided to me within 30 days from the date of this letter. During this time, I ask that all collection activities be suspended until the debt has been properly validated.Additionally, please note that if you are unable to provide the requested validation, I expect the debt to be reported as disputed to the credit reporting agencies.Thank you for your prompt attention to this matter. I look forward to your response.Sincerely,

  Business Response

  Date: 02/07/2025

  Please see the attached response for complaint # ********.

   

  **** *****

  Compliance/BSA Officer

  Twinstar Credit Union

   

• Initial Complaint

  Date:02/23/2024

  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.

  THIS ACCOUNT WAS PAID IN FULL, PLEASE CONSIDER UPDATING IT TO ALL 3 CREDIT BUREAUS ASAP .THANK YOU.

  Business Response

  Date: 03/01/2024

  After receiving this complaint from the BBB, we reached out to our member to get clarification on the situation.  We explained that the credit union only reports to credit bureaus once a month to update records on credit reports and the file update that would show the loan paid in full as not been sent yet.  We let our member know the date we will be reporting this to credit bureaus and when then to expect it to reflect on their credit report.  Our member stated they understood and appreciated the clarification.

• Initial Complaint

  Date:02/27/2023

  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.

  Twin Star Credit Union has been falsely reporting an issue to the Credit bureaus about a vehicle I had several years ago. In February 2016 I was in an auto accident with my 2008 ****** Tacoma and the accident wasn't my fault, but the person I hit (who cut me off making an illegal turn) fled the scene. I had to pay thousands of dollars to get my truck fixed and found out the body shop failed to have a mechanic look under the hood for damage, which it turned out there was lots of damage. The day after I picked up my truck from Abra Collision in ****************** it broke down. I couldn't get a mechanic to come look at it as it wouldn't start and **** wanted to claim no fault of theirs but it is their fault for not having a mechanic look at it and fix it. about a week later, after hours, a tow truck was in my driveway stealing my truck. he wouldn't talk to me, he had no paperwork, he loaded up my truck and left and I never saw it again. I tried SEVERAL times to contact **** and got no response. They are falsely reporting on my credit report that the truck was voluntarily surrendered and claim that I owe the money remaining from the auction sale. NO COMMUNICATION WAS EVER MADE TO ME FROM TWINSTAR ABOUT AN AUCTION OR ANYTHING. I am not liable to pay for a stolen vehicle nor did I voluntarily surrender the truck. this is fraudulent activity on their part.

  Business Response

  Date: 03/09/2023

  Please see attached 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19506849
  
  I am rejecting this response because: twinstar provided false information. I DID NOT speak to anyone at the bank and of course I would not surrender my vehicle. Twinstar knows that there is no mail reciprocal at my home address and thus they knew the mail they claim to have sent was returned to them. They made ZERO efforts to contact me, no phone class, no letters to my mailing address,  NOTHING. they are falsely reporting this to credit bureaus and they have NEVER tried to work with me on the balance owes. I have zero intentions of ever paying a wrongful amount when my truck was stolen. It is typical that would be denial of what they've done and co tinie to do as they have ruined my credit and I cannot get a loan for anything because of this nonsense. They need to delete this from my credit report immediately so that I can move on with my life. I am not the only person who has had this issue with them either. They will falsely report things and deny everything in how awful they are to customers. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/30/2023

  See attached response

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19506849
  
  I am rejecting this response because: I demand the business acknowledg their lies and remove the 2006 ****** Tacoma false report from my credit report immediately. It is not professional to lie about a customer and make false reports to the ********************** bureaus. I DOD NOT SURRENDER THE ****** IT WAS STOLEN. TWINSTART NEVER TRIED TO REACH ME, THEY REFUSED TO RETURN MY CALLS. THEY HAVE DAMGED MY CREDIT REPORT AND MY HOPES OF FINDING A NEW VEHICLE BECAUSE OF THIS LIE.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2023

  Good Morning,

   

  Please see the attached rebuttal response for complaint #********.

   

  ******************* | **** CUCE

  Compliance/BSA Officer

  TwinStar Credit Union

  Cell:  ************

  www.twinstarcu.com

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19506849
  
  I am rejecting this response because: there is no sensitive information. Twinstar has blatantly lied on my credit report since 2016 and they need to be held accountable. I will NOT contact them as they do not answer my calls or return my calls. It is not that hard to fix their mistake. I dont care how big of a company they are, they are in the wrong by ruining my credit and they are required to fix it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/15/2023

  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.

  We have been twinstar customers for years and just recently we were burned by them pretty bad. We have a $6500 credit card, that is maxed and we have been paying and have NEVER been late and February 11 I got a notice saying that my credit score dropped 30 points because we are over our limit, this is not accurate and very undermining since we never got ANY notification from twinstar, I find it extremely unprofessional and very risky on their part. We will be paying the credit card off and cancelling our account as soon as we do. Shame on you twinstar.

  Business Response

  Date: 02/28/2023

  February 22, 2023
  
  
  **************
  7600 ****************************** Olympia, ** 98513
  
  ID #: ********
  RE: Response to complaint
  Dear ****,
  The Better Business Bureau has recently forwarded your complaint to TwinStar Credit Union and ************************ to your concerns today.
  
  I reviewed your credit card history and did validate that on 2/7/23 you made a transaction for 
  $190.90. That transaction subsequently cleared on 2/8/23 and put your line of credit over limit. 
  The **** was not under limit again until 2/15/23.
  
  The credit reporting cycle for all TwinStar ****s ends on the ninth of the month. On the tenth of 
  the month, we are required to submit a credit file to the credit bureaus. Member experience is a 
  primary focus for TwinStar. There are many times where account relationship weighs into a decision 
  for timelines or fees. However, Fair Credit Reporting Act guidelines require us to provide our 
  credit data fairly, accurately and consistently, remaining completely objective.
  
  I can certainly appreciate the frustration that this situation has caused. I do wish I had an 
  answer which came with a better solution to your concern. If you would like to discuss this 
  further, please feel free to reach out to me directly at ************.
  Thank you,
  
  *****************************
  Director of Lending Solutions TwinStar Credit Union ***************************************
  

  
  

• Initial Complaint

  Date:06/08/2022

  Type:Sales and Advertising 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 recently opened an account with twinstar. Ive been a customer for about 2 months and I am already shopping for somewhere else to do my banking after what I would consider the most inappropriate experience I have had with a customer service team in my entire life. ********************** will respond and say I was in the wrong and they tried to help and that is a categorical lie as at no point did anyone try to help and it was only after repeated insisting and ultimately sending the actual law showing they legally had to participate in a dispute they flat told me they had no intention of even looking into. My dispute arose from a fraudulent charge from a company I had originally entered into an agreement to do business with. That company was supposed to send money into my account in exchange for that money to be returned under terms that ultimately that company broke on several levels and after a lengthy dispute with that company regarding that transaction I revoked their access to my bank account and asked them to send me an invoice in the mail and I would address the debt in that manner. So, they illegally ran my debit card for the funds they felt owed with zero authorization to do so and as i stated after all access to my account had been revoked in writing and receipt had been confirmed on their end. Twinstar tells me in an immediate and consistently rude and completely judgemental manner that they are not going to bother with listening to what I have to say or look into the situation because they see the deposit that was made by the company and therefore anything the company does in response is authorized. They continued to treat me disrespectfully and inappropriately until I was finally told they were just done doing their job and have since completely ignored my requests for information on how to appeal their decision or what I can do to bring the situation to someone who might treat me like a human or, you know, fulfill their legal obligations.

  Business Response

  Date: 06/16/2022

  Hello,

  Please find the attached response.

  Thank you,

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

  TwinStar Credit Union