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Business Profile

Credit Union

Hawaii State Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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Hawaii State Federal Credit Union has 13 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints 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:12/08/2023

      Type:Billing 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 deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from HAWAII STATE FEDERAL CREDIT UN, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: 9985****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*************************

      Business Response

      Date: 12/19/2023

      Hello,

      We have been unable to validate ****************** complaint as we've been unable to locate any record of ************** having a loan with us. I ran tradeline checks with Experian and TransUnion, both came back with no record - meaning we are not reporting our tradeline to her credit profile. 

      I called ************** on 12/11/2023 to ask for more information. She told me that she was unaware of the BBB complaint and that she'd have to check with her partner. We have not heard back. 

      If ************** is able to provide more information, we would be happy to look into the matter further. 

      I can be reached at ************** or **************************. 

      Sincerely,

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

    • Initial Complaint

      Date:10/13/2022

      Type:Service or Repair 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.
      On October 3rd there was multiple counts of fraud on my account, and this is the second time Ive had this occurrence with Hawaii State Federal Credit Union. It made my account overdraw and they blocked my card. I tried to contact fraud department daily but it goes to voicemail and no one answers the phone. Its very frustrating because I went in the bank and they say call the number. Last time there was fraud on my account, it took me calling daily for an entire month to get my funds back. They were very rude and unprofessional when I went in person to resolve the matter. They wont resolve it. Please help!

      Business Response

      Date: 10/18/2022

      We have contacted and communicated with this individual several times over disputed charges on their card:  Our records indicate we spoke with the member multiple times to respond to complaints about fraud or their inability to use their card.  We spoke with the member on September 23, 2022 in response to a complaint about fraud.  At the time the member asked us not to shut down the card.  At this time we instructed the member ow they could control and restrict transactions on their own thru our mobile card controls.  The member contacted us on September 25, 2022 and asked that card restrictions be turned on.  We responded on September 26, 2022.  The member contacted us again to complain that the card was blocked on September 29, 2022.  We responded on September 29, 2022 and explained how the member could adjust the card controls to allow transaction.

       

      In addition we filed a fraud dispute on behalf of the member as soon as the necessary information was provided.  We apologize if the member does not believe we have been responsive, but HSFCU believes we have been very responsive to multiple requests from this customer.

      Customer Answer

      Date: 10/25/2022

       
      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:10/04/2022

      Type:Service or Repair 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'm fairly new to HSFCU. When I opened my accounts, there was a $50 promo for new accounts. I never got mine and I complained and still never got mine. I have over $11K in HSFCU and am now being charged a service charge. I joined to save and make money. I'm in remorse for even joining.

      Business Response

      Date: 10/05/2022

      Dear Better Business Bureau and ************;

       

      We reviewed ************** account history and discovered the following:


      ************ opened his accounts  on 2/3, one with a zero balance.  We give ******s 6 months to bring balances up to the minimum deposit amount $20, before we start assessing fees.

      He then transferred funds in on 9/27, so he was assessed 2 service fees for not meeting the minimum in August and September.


      As for the $52 account opening bonus, *********** did not make the requisite 10 debit card transactions, therefore he was not eligible to receive the promotion.

      Our branch manager has credited his account back for the 2 months of service fees, and weve also submitted a request to ***** an exception to ***** ****** the $52 bonus.  Since he opened the account online he likely may not have read through the disclosures that stated the requirements for the promotion & his accounts.  ******************** for the $52 credit to get processed our, but branch manager will contact ************ directly to explain the reason for the fees and let him know his voice has been heard.  

       

      Thank You,

       

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

      President & CEO

    Hawaii State Federal Credit Union is NOT a BBB Accredited Business.

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