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Business Profile

Credit Union

Star One Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Star One Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Star One Credit Union has 6 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2024

      Type:Order Issues
      Status:
      Answered
      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 not accountable for the debt with ********. I have no agreement with ********, and they have not furnished the original agreement I requested.

      Business Response

      Date: 12/16/2024

      Dear Seantino,

      Thank you for your message.  A Star One representative will contact you within two business days to discuss this matter.  We hope to speak with you soon.

      Sincerely, 
      Star One Credit Union

    • Initial Complaint

      Date:04/02/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
       
      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,

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

      Business Response

      Date: 04/03/2024

      We are sorry to hear that the payoff on your loan was delayed. Upon receipt of your complaint, we contacted TD Auto and confirmed that that loan was paid off on 3/25/2024 with the Star One loan proceeds which were advanced on 3/11/2024. As such, although there was a two-week delay to pay off your old loan, you do not have two loans outstanding. We thank you for choosing Star One for your auto financing needs.

    • Initial Complaint

      Date:07/29/2023

      Type:Product Issues
      Status:
      Answered
      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.

       
      Complaint: 20213773

      I am rejecting this response because: They are claiming to have provided me with a Notice of Hold when the incident first happened. That is false. They did not provide me, the adult on the account, with any information of a hold or a deposit that large into a MINOR account. I know of NO other bank that would release that much money to a even an adult's checking account, let alone a minor. They did not due their diligence on either contacting the adult, me or placing a hold on the check until it cleared. They were negligent on their duties. Their claim was my personal account is in good standing, so they cleared his check. That is a unreasonable response. 

      As for them saying they followed what is in their handbook, their membership agreement states "We will delay your ability to withdraw funds deposited by check into your account an additional number of days for these reasons: You deposit checks totaling more than $6,000.00 on any one day."

      Also, a couple of months before this, my son received a call about possible fraud on his debit card. He didn't know how to handle it. I called Star One and was told they couldn't tell me anything. Even though Star One has held me responsible on this scam because I it is a "joint account". Yet I was not included on any of these handlings. Especially their claim of sending a Notice of Hold to me, again, the adult on the account. They are responsible for being negligent on a minor account. They should be responsible for at least the $6000 they released after a day hold.


      Sincerely,

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

      diligence to flag this unusual activity on a minors account and at the least contact me. They immediately after getting the fraud notice then reached out to me stating I was responsible for the $12000 debt and if I did not set up a payment arrangement it would go to collections under me. I feel they should take responsibility of the $6000 that they released after placing on hold and that no longer being part of the debt I owe to them. My son spent some of that money so I agree we should be responsible for paying that portion back.

      Business Response

      Date: 08/01/2023

      Complaint to the Better Business Bureau Case #: ******** - Star One Credit Union (Credit Union) provides the following response to the complaint asserted by the member to the Better Business Bureau (BBB).

      Summary of Account Transactions:  On 9/29/22, the member made a Mobile Deposit to his account for $12,000, and the Credit Union placed a two-day hold on the first $6,000 of the deposit in accordance with the Credit Unions Funds Availability Policy for Exception Holds. The Credit Union provided the account owners with a Notice of Hold on 9/29/22.

      Following the deposit, between 9/29/22 and 10/4/22, 61 transactions were made for total of $11,936.28. This included 6 Zelle withdrawals totaling $6,380, 20 ATM withdrawals totaling $4,000, and 35 debit transactions totaling $1,556.28. On 10/4/22, the check was returned as Forgery. 

      The Credit Union immediately investigated the account transactions to detect any fraud activity. Upon examination, all listed transactions were found to have been initiated by the same device and IP address as previous online activity by the member, confirming that he had deposited the check and initiated the payments himself. On 10/19/22, the member filed a police report with the San **** Police Department.

      On 10/29/22, the Joint Owner, communicated with Star One about their inability to repay the negative balance and stated that her son was scammed through ********** regarding the large check transaction. Neither the member nor joint owner disputes the *** transactions on the account. At that time the joint owner requested a payment plan to repay $11,885.25 for the negative account balance and her request was approved on 11/2/22.

      On 11/4/22, Star One arranged a scheduled repayment agreement with the member and joint owner. They agreed to pay the $11,885.25 balance at $400 per month, beginning 11/18/22, to recover the outstanding negative balance on their joint account.

      Complaint of Joint Owner: On July 31, 2023, 8 months after voluntarily entering into the repayment agreement with Star One Credit Union, the joint owner has filed a complaint with BBB asserting that the Credit Union was somehow negligent in releasing the funds of the large check deposit to a minor and failing to conduct some due diligence on the account and deposit transaction or to contact the joint owner.

      The Credit Union has correctly followed the terms of its Funds Availability Policy (page 24 in the Membership and Account Agreement) by placing a hold and providing the account owner with a Notice of Hold on 9/29/22 informing the account owners of the deposit and the availability of funds. Furthermore, the Credit Union properly followed the terms of its Membership and Account Agreement to seek recovery of the overdrawn account against the joint owner. 

      The joint owner provides no support as to how or why the Credit Union owes a duty to exercise special due diligence actions for a minor account, large check deposit or the account owners use of the funds. No such duty exists under federal Regulation CC, California law or the Credit Unions deposit agreement with these account owners.

      The Credit Union assisted these account owners with a reasonable payment plan to permit them to repay their losses overtime rather than an immediate payment demand. 

      Star One Credit Union has met all of its compliance and contractual responsibilities in this matter.

      Business Response

      Date: 09/18/2023

      On September 29, 2022, the same day the deposit was made,a hold notice was created and mailed to the address on file. The Credit Union placed a two-day hold on the first $6,000 of the deposit in accordance with the Credit unions Funds Availability Policy for Exception Holds.

      The Credit Union has correctly followed the terms of its Funds Availability Policy by placing a hold and providing the account owner with a Notice of Hold on September 29, 2022 informing the account owners of the deposit and the availability of funds. Furthermore, the Credit Union properly followed the terms of its Membership and Account Agreement to seek recovery of the overdrawn account against the joint owner.

      The joint owner provides no support as to how or why the Credit Union owes a duty to exercise special due diligence actions for a minor account, large check deposit or the account owners use of the funds. No such duty exists under federal Regulation CC, California law or the Credit Unions deposit agreement with these account owners.

      The Credit Union assisted these account owners with a reasonable payment plan to permit them to repay their losses over time rather than an immediate payment demand.

      Star One Credit Union has met all of its compliance and contractual responsibilities in this matter.

      Customer Answer

      Date: 09/20/2023

       
      Complaint: 20213773

      I am rejecting this response because:

      Star One has made false claims that they mailed that Notice of Hold. It was told that the notice was sent via e-notice, which it was not sent to me, again, the adult on the account. Now they're saying it was mailed to cover their tracks and say I should have received that. Star One was still negligent on releasing those funds and not notifying the adult on the account. 


      Sincerely,

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

    • Initial Complaint

      Date:12/25/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Star One preapproved me for a Tesla loan and confirmed it could fund after I bought the car. Purchased vehicle first week of December. Since then, the loan agent has gone completely silent- no out of office, no response to say it's processing, just complete silence. I have been emailing him every 3 days or so.

      Business Response

      Date: 02/07/2023

      Thank you for taking the time to speak with ******************* about your loan application experience. We appreciate your candid feedback and will use it to improve our service going forward. Thank you for choosing Star One Credit Union.

      Star One ***************************

    Star One Credit Union is BBB Accredited.

    BBB accredited business seal

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