ComplaintsforFairwinds Credit Union

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/21 through 3/22 I had someone hack into my accounts and take all money except for $38.00. I called Fairwinds and went into my local branch to file fraud investigation and I've been getting the runaround since and my money has NOT been returned to me. I am a single person and no money and bills are due and I have no way to pay them.

  Business response

  04/02/2024

  As ************** was informed the research into her fraudulent claim was completed.  The amount of the claim was credited to her account.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired movers back in August to move my belongs from a storage unit to my home, after unpacking I noticed a few missing boxes. I contacts the movers they never got back to me. I called and emailed them again with no response. I contacted my financial institution to file a dispute in which they did, after countless months of not hearing back from Fairwinds I received a letter stating the funds will be reverse. I then called Fairwinds again to ask why if I never received a letter or anything about my dispute. They reopen the case that was never closed and I waited 3-4 months for a response. I called Fairwinds again on February 23rd spoke to ****** which *** spoken to him before to see what exactly was going on with this dispute since it has been ongoing since August he proceeded to tell me that **** sided in my favor and that they were going to go after the merchant to recover the funds. I said awesome I then asked so the temporary credit on my account would be a permanent credit he stated and I quote yes the credit is a permanent credit while we go after the merchant for the funds I then asked so I can use the funds in the account he said yes. On March 12th I logged into my account to see the funds were reversed and taken out of my account with no notice. I called Fairwinds again spoke to ****** once again he was not sure of what was going on I reminded him of our previous conversation and he agree that he did in fact give me that information. This is the worst experience I should never have to follow up with my financial institution over and over again on an issue I had with a merchant. Im still missing my belongs and now my funds.

  Business response

  03/27/2024

  ******************** original dispute was initiated in September of 2023. Cardholder services was in communication with **************** throughout the process as was the credit union. **************** received a temporary credit on or about September 22, 2023 that was scheduled to be debited in November 2023 as Cardholder Services and **** had decided to deny her dispute. FAIRWINDS chose to reopen her case and attempt again to work with the vendor and **** to approve ******************** dispute case. Cardholder services once again ruled to deny ******************** claim against Stateliner Moving. In advance of the temporary credit being removed (on or around March 12, 2024) **************** contacted FAIRWINDS to check on the status of her claim. While FAIRWINDS was not responsible for the final decision and outcome of ******************** dispute denial, we are responsible to provide our members with accurate information and expectations. Based on the information provided to **************** by our crewmember via phone in February 2024, we have made the decision to honor the temporary credits provided to **************** on or around September 22, 2023 in relation to her dispute with Stateliner Moving. These credits were debited from ******************** account on or around March 12, 2024 after her dispute case was denied once again by **** and Cardholder Services. **************** agreed to sign and complete a Settlement, Release and Waiver agreement and submitted it back to the credit union on March 20, 2024. The total amount of $3,494.28 ($2,837.44 and $656.84) was deposited back into ******************** account effective March 22, 2024. ******************** concerns and complaints have been addressed and resolved fully.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am reporting the consistent negligence of this bank. My very specific complaint is in regards to the bank not providing me with a new debit card after numerous attempts to receive one. I recently moved out of the **************** and contacted Fairwinds in early February as my card was set to expire March of 2024. I spoke with a representative on live chat updating my address to ensure my card was sent out correctly and in a timely manner. On March 1st my card was deactivated and no new card was in the mail. I repeatedly reached out to FAIRWINDS seeking a new card and they assured me that one was in the mail. After a couple days of not receiving a new card, I chatted back again and they informed me that whoever sent it out put in the correct address however sent it to the **************** and not **************. They then informed me that it would be express shipped to my PO Box and to expect it within a couple regular days. Not business days. After two days I checked the mail again to which no card was in the mail. I reached back out to FAIRWINDS to which a manager called me back and informed me that my card could not be 2 day shipped to a PO Box and they shipped it normally via ***** He stated that it would arrive no later than Friday March 8th. Today is March 9th and I have still yet to receive a debit card in the mail. I am late on many utility bills and rent for housing due to this continuous negligence from FAIRWINDS. On March 9th I called member services and spoke to ****** (who was great) and immediately asked for a manager to be put on the phone to discuss my concerns and seeking compensation. I was placed on hold for 25 minutes and no manager was placed on. They strung me along again and said they would call me back today. This company is constantly coming up with excuses and is not taking this matter seriously. I again am over due on bills and have no access to my bank account living out of state.

  Business response

  03/11/2024

  
  At FAIRWINDS, we sincerely believe we have an obligation to our members to provide the highest level of member service in ***************.  We wish to apologize for the service issues **************** experienced. 
  
  *************** spoke with our contact center manager today, who also apologized for the level of service our member received and provided a service guarantee. 
  
  *************** received his card today, and indicated he was satisfied.
  
  FAIRWINDS will use the feedback **************** provided to us to help us improve our process of card replacement and communication to our members.

  Customer response

  03/11/2024

   
  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

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me over 5 overdraft fees for one single company, beyond abusive. I spoke with an agent in December and told her I'm working with the company to stop automatic payments. She said the majority of those fees would be refunded. I just had a deposit go through, and they kept over $300 of mine. When I called, the collections department said no notes were left on the account about the fees being refunded and that I'm not getting my money back. My partner has cancer and I was counting on those funds to pay for our electric and water, its not my fault notes were not left. After 10 years of working with you guys, the way this was handled was wrong. No empathy, no one talked to me like a person. When I told them about my partner, they talked right over me. ***** then said he sees no justifiable reason to refund me. Which means he could, he just didn't want to. I spoke with the branch manager and all he said was sorry that I was misinformed and that I should've put a stop payment. Umm, what? It's the agents responsibility and job to give me those resolutions and options, thats what they get paid for. He proceeds to be totally okay with me paying the price for the lack of training agents seem to be getting. I want my money back. I have been so patient but I am beyond ****** and I feel so violated and lied to.

  Business response

  03/06/2024

  AIRWINDS researched the concerns outlined in ********************* complaint. 

  ****************** voluntarily enrolled in and used FAIRWINDS' overdraft pay program.  She had been enrolled in and used this program for over four years.  Because she benefited from this service, these fees will not be refunded.  However, ****************** was also assessed four insufficient fund fees in 2023.  She previously had one fee refunded. 

  As a courtesy, we have refunded the other three fees.  A check for these refunds has been mailed to ******************.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fairwinds keeps declining my card. Anytime I wish to use my own money to purchase groceries an automatic block keeps being put on my card, forcing me to call them and unblock my card. I asked why the reason is, Fairwinds told me there is none that they can provide. I wish for this to stop and to be able to use my own money without any difficulty.

  Business response

  02/23/2024

  FAIRWINDS Credit Union has completed the initial response into **************' concerns regarding debit card denials.  Our intial research did not show any denials, however, that does not mean that ************** did not receive a denial.  Denials can occur because the request for an approval did not reach our approving area, or for other various reasons.  We sent ************** an email explaining that we are conducting more extensive research to ascertain why he is receiving denials when he has funds available.  ************** does have an address attached to his card that is in a different state than where the transactions are being requested.  We explained that sometimes this creates a fraud alert, but ************** did not indicate that he was receiving a confirmation for approval.  We are working to find out what is causing these denials and will communicate to ************** as soon as our research is complete.

  Business response

  02/23/2024

  Our additional research found that our fraud detection system had a rule in place to prevent contactless/wallet fraudulent transactions.  They have suspended this rule for ************** so he should not receive denials.  We have informed him of our findings.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A credit card was issued in our name, never applied for it, ran a bill, never received it, filed a fraud charge, called 6 times, bounced from one department to another. After 3 years, they are sending it to collection and effecting our good credit. I cannot find anyone to manage this. The branch sends me to a card processing, they bounce me around, etc.

  Business response

  12/07/2023

  FAIRWINDS Credit Union thoroughly researched Mr. ************ claims.  We have confirmed that while ************** has a checking account and two ************************** card loan accounts that he is joint on with another individual.  He does not have,nor has he ever had a FAIRWINDS issued credit card account.  If his ********************** report indicates that he has a relationship on a FAIRWINDS' issued card, he should contact the credit bureau reporting this.  We have sent ************** the information on how to do this. 
  

• 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.

*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. ↩