Business Profile

Credit Union

Fairwinds Credit Union

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Complaints

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

Customer Complaints Summary

42 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:10/11/2024
Type:Billing Issues
Status:
ResolvedMore 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 had a credit card with fairwinds credit Union that I had to unfortunately file under a chapter 13 bankruptcy. My employer unfortunately shut down operations and I had to file this on a chapter 7 which was dismissed not discharged in November of 2023. I'm not currently working and I'm unable to pay this debt. The bankruptcy was dismissed in November and my account should be in charge of status. This was being reported correctly until last month when the account started being reported as open with a payment due. I will be filing BK again as soon as I can come up with the money but I need this reported correctly on my reports. I attempted to contact fairwinds and the clerk stated she would be escalating the issue. Every time I call or email they tell me that there's no update available and nobody that I can speak to.
Business Response
Date: 10/29/2024
See Attached
Customer Answer
Date: 10/29/2024

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
Date:09/18/2024
Type:Product Issues
Status:
UnresolvedMore 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.
On June 16, 2024, I put a LOCK on my **** card since I had a suspicious email from *******, my cable company, telling me my credit card method of autopay had to be changed, & my payment was delinquent. The email provided a link to the XFINITY app so I could change my payment method. I used this link & changed my credit card on file from **************** to ****. I then decided I should go to my XFINITY app & log in to check to see it had the new info. It didn't. That's when I decided the email was a scam ********* locked my **** account. On June 18 I UNLOCKED my **** card after XFINITY said not to worry. I only use my **** as a backup card. I was using the card for the first time since June 16 on September 16 at ************** & the card was declined as "suspected fraud." I called Fairwinds & entered "2", as instructed, for **************** I was connected to an obviously foreign offshore customer service center. I could barely understand the ***resentative and the ***resentative appeared to be reading a script. I explained my problem. He said my card was BLOCKED & he couldn't help me, I needed to go online & unblock myself. I tried to do this but online said I had to call Fairwinds & speak with *************** to unblock the card. I called again & was again connected with another foreign ***resentative reading from a script. This ***resentative told me the same thing, I had to speak to a Fairwinds **** I asked him who I was speaking to if not a Fairwinds ***resentative! This *** at least asked me if I had had any recent charges declined. I told him about the one from **************. He told me the card was blocked because of the Oasis ********** needed to call Fairwinds AGAIN. I had never received a fraud alert from Fairwinds. I was finally told to contact MEMBER SERVICES not CARD MANAGEMENT. I asked many questions, none were answered. There's not enough room here to give you questions that remain unanswered.
Business Response
Date: 09/24/2024
FAIRWINDS’ management has been in touch through
both telephone and email to address the concerns outlined in her
complaint. Our research confirmed that her
service experience did not meet our credit union’s service standards. We have since provided her with the requested
information and our committed to improving our service to prevent such
instances in the future.
Customer Answer
Date: 09/27/2024

Complaint: 22306469

I am rejecting this response because: Ms. Newell informed me my new they only used foreign representatives during peak hours or after hours. I have never received an American representative ever unless I call member services. This foreign representative was reading from a script, just as in the last five times I've called about this matter. She advised me she had no information on my lost card, and I needed to call 407-277-5045. She did not tell me which option to choose. I happen to know it's option 7 for member services, but what about someone who hasn't called Fairwinds seven times in the last week? They would not know to ask for member services, because the foreign representative does not tell you. I am not NOT going to accept their response to the BBB, because they are still obviously struggling with card management. My new card is now lost again. I have sent another message to Fairwinds through their secure management messages, which they have closed, telling them to cancel my VISA card (the lost one) because I have secured a Quicksilver card through Capital One, which I can use immediately, virtually. I am also in the process of transferring all my savings from Fairwinds to Capital One, and when my CD with Fairwinds expires in February 2025, I will close it out and transfer that $25,000 to Capital One as well. Capital One is VERY easy to deal with. I have been a member of Fairwinds Credit Union since 1982, but they DO NOT value their customers. They're responses have been no more than pandering. My new VISA card is lost again and the foreign customer representative I contacted on September 27, was clueless and referred me back to Fairwinds Credit Union's main number, but did not tell me who to contact within Fairwinds.

Sincerely,

Ellen Roberge
Customer Answer
Date: 09/27/2024
While Fairwinds sent me a direct email with "their" answers to the four questions I asked in my complaint, I was not satisfied with their responses. I requested they provide the email they sent to me to you. They have not. Also, my new VISA card is lost in the mail, which was mailed on September 19 has not reached me as of September 27. I don't trust Fairwinds Credit Union.
Business Response
Date: 09/30/2024
FAIRWINDS management has sincerely
apologized to Ms. Roberge for the recent challenges she encountered while
managing the security settings on her credit card. We strive to deliver consistent
and high-quality service, and we regret that Ms. Roberge’s experience did not
reflect this commitment.
Upon reviewing Ms. Roberge’s
concerns, we confirmed that she correctly locked and unlocked her card as
intended. Unfortunately, due to a technical issue, the lock status did not
update properly, leaving her card access restricted. We are actively investigating
the cause of this issue.
When Ms. Roberge reached out to
resolve the problem, our representatives should have been able to assist her
more effectively. Our management team is now working closely with the
representatives involved to provide additional coaching and training to prevent
similar situations from occurring in the future.
FAIRWINDS explained to Ms. Roberge that we did
not want to provide the exact response we sent to the BBB in response to her complaint
as it contained personal information. We
did contact the BBB last week with a revised response, but before it could be
uploaded Ms. Roberge sent her rejection of our initial response. The BBB instructed us to respond directly to
it.
We informed Ms. Roberge that most replacement
cards are sent through the U.S. Postal Service and frequently take 7-10 business
days to be delivered. Her card was
mailed on September 19th. If
the card is not received by October 3rd, it will be considered lost
in the mail and a replacement card will be issued.
We appreciate Ms. Roberge for
giving us the opportunity to address her concerns. We have reached out to her
with an apology, a service guarantee and a detailed explanation of what
happened. We will continue to update her as our investigation progresses.
Customer Answer
Date: 09/30/2024

Complaint: 22306469

I am rejecting this response because: Yes, they apologized, admitted their mistakes and then went on to make more. In this response to me they said the new VISA card would take 7-10 days and was mailed on September 19. By my calculations that meant I should have received it NLT September 30. It was not received today, September 30. Then, in the same response they say if I have not received it by October 13 (13 days) they will simply mail me a new card, again. This is unacceptable. First they say 19 days, not it's 13. How many bites at the apple to correct a situation do they get? Also, on September 27, I transferred $5,000 from savings to my Capital One account and received acknowledgement. It was transferred today but is NOT in my Capital One account. I called Capital One today, September 30 and it is not there. I want to know where my $5,000 went; a new complaint.

Sincerely,

Ellen Roberge
Customer Answer
Date: 10/03/2024
After not being alerted that my VISA credit card was blocked from Fairwinds Federal Credit Union since June 18, 2024 and calling them SIX times on September 16 when I discovered it was blocked to get it unblocked, they could not do that. They have still not discovered why that it was blocked or why they couldn't unblock it. They said they are still "investigating." Instead, they insisted I get a new card. Deanna Newell, Senior Executive Assistant to Larry Tobin, the President and CEO of Fairwinds, assured me the new VISA card had been mailed to me on September 19 and would reach me in 7-10 days. That would have been September 29. Then, in a subsequent message, she changed it to October 3, 13 days.
As of October 3, I still have not received the new card. Additionally, to further my displeasure, my American Express Card was compromised on October 1, so now I have NO CREDIT CARDS I can use! The VISA was my backup card! This is unacceptable.

I reject ALL their pandering and want all of my communications with the BBB to be published on your website and remain there for the three required years.

I have had more than two very bad experiences with Fairwinds Credit Union now and it is time to go public. I want you to provide this recent information to Fairwinds as well.

Customer Answer
Date: 10/04/2024
I want to know where specifically to go to be able to read all of my comments about Fairwinds on YOUR website for other people to read. Please email me that information.
Initial Complaint
Date:08/22/2024
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.
Called Fairwinds on 8/21 regarding an external FI to FI transfer between the credit union I work at and fairwinds. My limit was $5k sending FI. I tried 3 times and then called member service. The man I spoke with said its because of my other institution limit must be lower. And he was pleasant about it. So I realized that my actual limit on sending FI was $2k a day, $5k a month thats where I was getting mixed up. Then account was placed on hold. Now Im confused so I call back and the lady explained that now I need to verify my ownership with a bank statement and letter of verification. So today 08/22 I reached out to member services and spoke with a not so nice person. She told me, if you keep calling the answer isnt going to change nastily. If I spoke to our members like this, I would be out of a job, extremely rude and see no point of being a signature member since theres been no benefit thus far. I keep calling because every time I ask for a manager, ** never allowed to speak with one or one follow up with. Im always given the run around. The lady I spoke with prior day said that it would take 1 to 2 business days to reinstate external access. Ok thats fine, just to see if they were consistent, I asked the *** today, I was given a rude, your access is restricted and theres no timeframe to reinstate it. Never did she say when or if I would get a call or email back regarding outcome. Ill give them til next week, after that Ill close my membership and take it back to where I work. I was told fairwinds was a good place to earn financial freedom and their services were good providing you can utilize them. I dont know what else they could possibly need from me. I live on the coast and the closest branch is about 28 miles away, otherwise I would have just stopped into the branch and the people there were much more knowledgeable/friendly than phone branch. Modern banking shouldnt be this difficult. Ive provided requested docs and still no outcome.
Business Response
Date: 08/23/2024
Our contact center management team is familiar with Mr. ******** situation and the challenges he is encountering with using TransferNow &Zelle between his credit unions. As explained, Community Credit Union is requiring certain documentation to lift the transfer restrictions. Since ****************** is a new FAIRWINDS member our credit union is having to review specific details before removing the restrictions on our side. ****************** was informed that this review takes between two and ten business days. His funds are available for use, except for the TransferNow and Zelle restrictions which we are actively working to resolve.

Our contact center management team has also reviewed the calls between ****************** and our contact center employees and identified the employee who did not provide courteous service. We apologize for this lapse in service standards. The employees direct supervisor will coach her on delivering helpful and courteous service to every member, every time
Initial Complaint
Date:07/17/2024
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.
I am writing urgently to address inaccuracies on my credit report caused by the disclosure of my personal information to credit bureaus, resulting in significant financial and emotional distress.As stated in 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to be treated confidentially.Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not provided.The discrepancies associated with FAIRWINDS CU Compliance with 15 USC 1666(b) is also essential, as it prohibits creditors from treating credit card payments as late under certain conditions.For your reference, my account details are:Account Number: *****************I request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*************************
Business Response
Date: 07/19/2024
FAIRWINDS has conducted research and confirmed that the information reported to the credit agencies regarding ************************* is correct based on her payment history, funds owed, and the subsequent charge-off of unpaid money owed to our credit union.
Initial Complaint
Date:06/16/2024
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.
I applied for and was took out a car loan recently. I have made numerous attempts to pay the monthly payment. Including linking another bank account. I have walked to in a branch, and called many times and no one can assist with making a payment. Everyone I speak to just apologizes and says the **** I need is unavailable. This institution is not allowing me to pay off my loan in order to make interest on me.
Business Response
Date: 06/17/2024
FAIRWINDS Credit Union strives to ensure that all our members have easy access to service, whether directly with one of our employees or if they prefer doing the transactions themselves. We sincerely apologize that ************************** experienced issues when attempting to make payments from his other financial institution and trying to get the problem resolved. FAIRWINDS employs an entire team of trained individuals to assist members with online issues. Our members should not be told no one is available to help them. Occasionally, we must research an issue and contact a member with a resolution. Again, I apologize that ************************* did not experience this.

Our research determined that our member chatted on June 13 with one of our credit union representatives, who identified that the issue ************************** was experiencing was because his other financial institutions accounts were not linked to his FAIRWINDS loan account. The representative provided instructions on how to resolve this matter.

Upon receiving Mr. ************ correspondence with the BBB, our representative attempted to contact him. Although they did not speak directly, our representative verified that ************************** had followed the setup instructions and his FAIRWINDS account was correctly linked with his other financial institution. This should enable him to transfer funds at his convenience. hy here...
Initial Complaint
Date:04/26/2024
Type:Product 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 opened a checking account with ******************** FCU on or about 3/28/24. I received a P2P payment from my wife's Fairwinds account in the amount of $1000 on 4/19/24 and I attempted to transfer that money to an external account that I own with ********* via a transfer initaited through ********'s app. My transaction was denied and I got an email to contact customer service. I tried to initiate the transfer through ****'s app the next day and I was again denied and sent another email. On 4/26, I contacted Fairwinds customer service and explained the situation to the *** after my identity was verified. After a lengthy hold, I was informed that my money is on a "fraud hold" and that it would remain in that status for 10 business days. The account that my money is in is a 0% APY checking account. ******************** is stealing my money from me for no reason, as I verified my identity as the owner of the account and made clear my wishes to transfer my funds to another institution. I want my funds released immediately.
Business Response
Date: 05/10/2024
Our member was advised of why his funds were on hold and the expected release date. He has been notified that the funds are now available.
Customer Answer
Date: 05/10/2024

Complaint: 21630104

I am rejecting this response because:
I promptly called the customer service number and explained that I made the transaction in question and verified my identity. Because this should dispel any suspicion of fraud, my funds should have been immediately unfrozen. Given that I cannot get the 10 days back, my next step is to complain to the **** because this is an unfair business practice that apparently Fairwinds has no intention of changing on their own.

Sincerely,

***************************
Business Response
Date: 05/13/2024

FAIRWINDS adheres to the *************** Regulation CC Availability of Funds and Collections of Checks, and all other state and federal regulations. FAIRWINDS Member Handbook, which is provided to all members at account opening and is available online at our website and in all of our branches, provides our Funds Availability Policy Disclosure.

FAIRWINDS appreciates Mr. ******** frustration with the hold that had been placed on his funds. Due to privacy issues, the reason for the extended hold cannot be disclosed in our response but was provided to ******************.
Initial Complaint
Date:04/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
FAIRWINDS has not paid the interest on one of my CDs. Two others are fine. I have called them twice, and they have promised to take care of it. It has been over a month since my last call, and the account still does not show the interest.
Business Response
Date: 04/05/2024
FAIRWINDS wishes to apologize to **********************. He contacted us in December to advise us of the issue. The employee who assisted him thought she had corrected the dividend posting problem. However, as our member informed us, the issue remained. Our research discovered that the CD set that was accruing the dividends was set to credit them to the CD on its maturity date rather than at the end of each month. We have corrected the problem, and starting on April 30th, the dividends will again post. Due to the inconvenience Mr. ********* has experienced, we have credited his checking account with a service guarantee.
Business Response
Date: 04/08/2024
Date Sent: 4/5/2024 4:31:43 PM
FAIRWINDS wishes to apologize to **********************. He contacted us in December to advise us of the issue. The employee who assisted him thought she had corrected the dividend posting problem. However, as our member informed us, the issue remained. Our research discovered that the CD set that was accruing the dividends was set to credit them to the CD on its maturity date rather than at the end of each month. We have corrected the problem, and starting on April 30th, the dividends will again post. Due to the inconvenience Mr. ********* has experienced, we have credited his checking account with a service guarantee.
Customer Answer
Date: 04/08/2024

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.

In the event that interest does not begin to post, I will open another issue
Sincerely,

***************************
Initial Complaint
Date:03/26/2024
Type:Product 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.
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
Date: 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
Date:03/13/2024
Type:Customer Service 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 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
Date: 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
Date:03/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 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
Date: 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 Answer
Date: 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,

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

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Fairwinds Credit Union is NOT a BBB Accredited Business.