ComplaintsforHarborstone Credit Union

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We listed a vehicle on cars.com. We were contacted by a potential buyer. The buyer sent a cashier's check on Dec 21, 23 via ****** The check was taken to Federal Way Harborstone CU. We asked if the funds were released from the cashier's check and if this check was a certified cashier's check. Yes on both questions. I called/chatted with Harborstone CU to confirm the availability of funds. Yes, the check was available, The buyer requested us to send a portion (included in the check) to the shipper. We purchased the money orders for $1920.00 from ***** On the 28th, the buyer backed out and asked for a refund. On Dec 29, I received a text from Harborstone CU about a withdrawal from my account. We went to the branch and spoke with the manager ******************. We asked what happened and he stated the check was a fraud. We asked why we were both told that the funds were available if they were not. The response was that we were valued customers and we had funds in our checking account so funds were available. If we had known that the check needed to clear first, we would have never purchased the money orders. On the 29th, we were given the bank info for the check and tried to give it to ******************, but he declined.

  Business response

  05/29/2024

  Please see attached.

  Business response

  05/30/2024

  Please see attached.  Hopefully it works this time.

  Customer response

  06/25/2024

  I disagree with the resolution that I received regarding the fraudulent check. Why does a well-known bank tell two different people at two different times that the check is good when they have no idea if it is valid? We are long-standing customers and trust the employees when they say the funds are available. Why say it if you do not know if they are or not? We would not have withdrawn funds if we knew there was a possibility that the said check may be fraudulent. We are not the bank. From what the manager told us of the Federal Way Branch, this happens all the time. So if it happens all the time, why would you tell your customer that the funds are available? Why not put a hold on the check? We depend on you as a bank to determine if the check is valid or not.

  Business response

  07/02/2024

  See attached response.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from HARBORSTONE, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: *******I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,*************************

  Business response

  02/12/2024

  Attached is the response to the ****** complaint.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3 hours with card member services, 2 hrs with harbor stone credit union I had a problem with a hotel stay, the hotel wouldn't offer me a refund so I called harborstone seeking help.Nothing has been done, I get switched around over and over. Harborstone will tell me it's the fraud department, fraud department says it's the dispute department, dispute department says it's Harborstone that needs to issue the refund. Talked to a guy today who said card member services should be able to issue a refund, i called them and they transferred me around to multiple people. After this by the third person and two calls dropped I was told I needed to call harborstone for the provisional credit. Called them they stated they couldn't do anything and that it was the fraud department for card member services, I was transferred again and told I needed to tell them "I have disputed this before haven't heard updated status. Looking to receive provisional credit because of the merchant not working with me to provide monetary resolve". I did that once I called in they stated it wasn't their department because there was no fraud. I have been transferred not to the dispute department for card me ever services I am basically getting sent over and over in circles and no one is helping me, just constantly transferring. I have been dealing with this my entire Monday and still not an answer from anyone. Also card mem ever services hangs up on me, I had one card member services woman tell me the fraud department didn't have a phone number and they only had an email and fax. When I asked to speak with someone else she said have a great day then she hung up on me. After all of this a woman named ******* gets on the phone with me tells me she would have to write in a ticket to get things going from the Harborstone fraud department. She is extremely condescending. Tells me that she isn't even sure if they will give me one because harborstone doesn't give out money for disputes often. I asked her if harborstone ever had given a provisional credit before on a dispute. Of course she said yes. So why am I not being issued one? I believe because I worked for this company they are being prejudice and will not help me, or offer any solutions. I have tried many times to get a loan or credit cards for this company and have always been denied. They do not offer me anything but stress and unresolved issues.

  Business response

  09/15/2023

  Attached is our response that is being mailed to the member today.

  Customer response

  09/23/2023

  Hello,
  The credit union still has yet to offer me a provisional credit for the charges which they are supposed to offer me. I am still waiting on any kind of response from them regarding this. Again, when I asked them if they offered an incidental offer for charges in a dispute they said yes. So when I asked why I didnt receive one they could not give me an answer. They never give me straight reasons for anything. They always treat me poorly. 

  Business response

  10/03/2023

  Attached is the response to the second complaint filing.  ****** merchant dispute does not qualify for provisional credit under the *************** Transfer Act. ********** Services has requested documentation from **** (on 9/15) to pursue a **** chargeback.

  Customer response

  10/05/2023

   
  Complaint: 20588341
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was approved for a personal loan on 9-7-2023 for $10,000 with loan officer ****************************** I requested for the loan to be sent to me overnight to my mailing address on 8-7-2023. ***************** told Mr that it would be a fee for the loan to be shipped to me overnight through **** She emailed me the different cost for the overnight shipment and I choose the (2nd day overnight-$75.76). I spoke with ***************** this morning on 9-8-2023, and she confirmed that it would be mailed out today between ****pm. I called her at 2:00pm and asked her if she had the tracking number for the check? I then called her back to inquire if *** had already come to pick up the check, and she didnt answer the phone.I called her numerous of times and emailed her in which she never responded. So I contacted live chat on my online portal and spoke to (**************), and was asking him if he could get the tracking number for me. I paid $75.76 for the check to be sent overnight and I wanted to make sure that the check was sent on time. He was reaching out to different people for me, and I was getting highly ***et that I couldnt get in touch with *****************. After I left a voicemail and emailed ***************** several times that is when she responded an (HOUR LATER). ****** was able to get the tracking number and he told me that he contacted someone that was ******************* who is ***************** boss. He said that (****) wanted me to call her and when she called me my line was busy from calling *****************. When I got on the phone with ********** explained to her my situation and instead of her apologizing for the situation at hand. She immediately said I DID NOT qualify for membership and she couldnt verify my cousin who is a member (*****************************). She immediately said that I was harassing the live chat agents, and my loan officer so this entire situation was a red flag for her. I told her ***************** never asked me for my cousins information and I dont know who they called to even verify me. I explained to her that I was trying to make sure my check was mailed out and the *** tracking number show that the shipping label was just created at 3:02pm today. Instead of **** trying to resolve the matter she made it worse trying to make it seem like Im a villain trying to get an update on my loan. She kept trying to tell me how I did this and that wrong pertaining to the employees at this credit union. Her main concern was all of a sudden trying to see if this loan was (LEGIT AND CALLING MY COUSIN). A $10,000 loan have been opened in my name under my social security number that I was approved for! It was your employee job to do her due diligence to verify my membership with my cousin BEFORE the membership was opened. This credit union cant approve me for a loan, finalize the loan, and then all of a sudden tell me Im not (eligible for membership). Due to the fact (****) said there are red flags and was literally trying to find a way to make this an issue due to what transpired today. This credit Union is unethical and deceptive due to the fact a personal loan was finalized, opened in my name, and the check was NEVER MAILED OUT TODAY. She was accusing me of harassment to create a issue with me being sent the loan, was combative, rude, and unprofessional during the entire call regarding the matter at hand! During the entire conversation **** was speaking to me in a very condensing tone, and coming up with everything she could think of to make it an issue with disbursing me my loan. The issue wasnt about her verifying who my cousin is as a member, because she stated verbatim that they usually dont call and verify memberships. So she all of a sudden made it a issue with saying I AM NOT ELIGIBLE SINCE THEY CALLED THE WRONG PERSON to verify me when she stated they DO NOT EVEN VERIFY MEMBERS? This credit union CAN NOT have a loan that is opened in my name, and the NOT disburse the funds to me then think Im supposed to make payments for a loan that (I NEVER RECEIVED).

  Business response

  09/14/2023

  Attached is our response mailed to *********************** this morning.

  Customer response

  09/14/2023

   
  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

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 1, 2023 - I sent an email to ********** inquiring about opening a new checking and savings account with ********************. I never received a response. August 2, 2023 I called ************ cell phone twice and was unable to reach him again so I called the customer service line to see if he was able via his office phone. The representative was able to send him a Teams message and ********** finally called me back. He apologized for the delay and said he was really busy with a lot of meetings. I began to explain that I was looking to get new accounts and wanted to learn more information. He began to explain the different accounts, features and the $100 promotion with direct deposit. I explained that my job would be mailing a paper check for my first pay but everything after would be direct deposit. He said no problem, we have mobile deposit so once you set everything up you should be good to go. Mr. failed to include and explain that Harborstone has a 10 day hold policy to me. August 3, 2023 - I receive my payroll check in the mail so I set up my new checking and savings account with the promotion code provided by *********. I also set up my online banking portal and was able to make a mobile deposit. August 4, 2023 - I called the bank to see when my funds would be available and also when would I be receiving my debit card. I was then told that the check had a 10 day hold on it. Mind you, I just started this new job. Coming from my old job money was already tight having to wait on my next check from my new job. I would have NEVER deposited this check into this account had I known I would have to wait almost another two weeks! I asked to speak to a Manager ******** who was supposed work with ********** to reverse the check so I could just take it somewhere else to get my money. I went the whole day and didnt hear anything. So I clammy called back to learn that the risk department declined the reversal, revoked my online access, then sent a letter to me in the mail stating that I would need to DRIVE 3 HOURS to ******* to submit my paperwork. And I was told by ******** the manager that when I give them my paperwork, its not guaranteed that I will have my funds available that day, so again I will have to drive 3 hours back home again with Zero of my money. ******** said I would have to wait until the 17th of August, which is well past the 10 day waiting period from August 3rd when I first made the initial deposit. They keep making promises they arent keeping, their operations change everyday, and theyre causing me emotional and mental stress everyday I have to think about this finance situation.

  Business response

  08/17/2023

  Attached is our response that has been mailed regarding the ******** complaint.

• Initial Complaint

  04/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have made to many attempts to make a loan account to put my stuff on ******* i tryed calling about autopay no resolution has been made. I feel like i am being scammed to pay your 14$ fee because they cant open a dang account. i was told my account would open with a savings on it or whatever. i dont wish to be this guy but man i am not paying a extra 14$ for a loan that some scam. i had many loans and never had a fee like that so unreal.

  Business response

  04/26/2023

  Attached is the response we mailed to our member today.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 2 2023 my loan (**********) was increased by $846 due to not providing valid insurance. First, this is a ridiculous amount that is over 10% of the actual value of the vehicle new. Second, I did provide the insurance information to an agent of the organization months before being charged the additional fee. On July 25th I was notified my original submission did not have the correct vehicle. On July 27 2022 I provided proof of insurance for the Royal Enfield to *****************************, who stated she provided it the appropriate parties. I did not receive notification that the insurance I provided was inadequate or a follow on phone call explaining I would receive additional charges.

  Business response

  04/04/2023

  Attached is our response to complaint #********

• Initial Complaint

  10/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Harborstone states on their website that their telephone banking is 24h. I am stationed in ******* and have a loan with them that I am trying to get paid off but I cant contact anyone in the business due to me calling and the call center being closed. They have blatantly lied about their banking phone number being open 24 hours. They also have no international phone number as a replacement to this 24h telephone banking.

  Business response

  11/04/2022

  Please see our attached response.

  Customer response

  11/05/2022

   
  Complaint: 18326841
  
  I am rejecting this response because: I wish for the website to accurately inform people that it is an automated system and no operators will be available. The business has help me receive documents through their secure email but that is also not available 24 hours a day. When it says 24 hours it should include that the system is automated only and as long as the credit union is closed you have no access to any accounts if you are over seas.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My purse, wallet and ID were stolen, my bank was notified multiple times. Harborstone Bank still allowed multiple fraud withdrawals from my account without verifying account info from person impersonating me. This person was able to withdraw thousands of dollars from my account with only my ID. Still have not heard from branch manager where this occurred. I had to provide so much more information just to report my card had been stolen. I then had to freeze my accounts, because harborstone security is severely lacking. Spoke to another branch manager where fraud was attempted again and was basically blamed for not reporting my card stolen, which I did immediately days before the fraud occurred. After that call my friend called that branch manager back pretending to be me by just giving my name, with my permission, and the branch manager gave her my personal account info without verifying anything once again. Went to a different branch in person with my husband and daughter to close all original accounts with my name attached and open new ones and this branch manager closed all of my old accounts, including joint accounts with my husband and daughter, opened new accounts and then removed me from said accounts per my request due to safety concerns, and then proceeded to give us print outs with old account info, new account info, social security numbers, and other personal info without ever verifying our identity one time! The one fraudulent charge that was able to go through before I could get my card cancelled is still posted and Im still waiting for a refund over a week later.

  Business response

  08/30/2022

  Attached is our response to the complaint.  Please note we received this complaint three times.  The duplicate complaints are ******** and ********.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have deposited my check In the bank and they are holding the funds unjustly and has caused bills to be returned with returned fees.

  Business response

  06/10/2022

  Attached is our response to the complaint along with applicable documentation.

*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. ↩