Complaints

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

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• 

  Qualstar Credit Union

  null Bothell, WA 98021-8990

  
• 

  Qualstar Credit Union

  617 S 3rd St Ste A Renton, WA 98057-7514

  
• 

  Qualstar Credit Union

  4027 Tacoma Mall Blvd Ste K Tacoma, WA 98409-7701

  
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  Qualstar Credit Union

  1825 S 316th St Federal Way, WA 98003-5434

  
• 

  Qualstar Credit Union

  PO Box 3050 Bothell, WA 98041

  

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:12/24/2024

  Type:Product 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.

  My union deposits money for my vacation fund with this credit union. I received my first deposit from this fund today, and discovered the credit union restricts outgoing transfers to a mere five hundred dollars per MONTH! I have three times that amount which I wish to transfer to an institution I actually like and got to choose to use. It would take three months to fully access these funds in this way. This is unacceptable! This is my money, and I should have every right to move it as I see fit.

  Customer Answer

  Date: 01/14/2025

  They responded. They increased my transfer limit to $2,000 and said they were working on making larger transfer limits the default. I consider the matter closed. 
  
  ******** *****
  

  
  

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising 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.

  Hi my complaint is because I bought a vehicle with Woodstone Credit union on May 2017 when I bought my car I purchase a maintenance service and gap insurance coverage for unknown reason ********* closed down and QUALSTAR CREDIT UNION took over my car loan I'm really unhappy for the maintenance service because I only got 6 or 7 oil change service after that the dealership said that I was out of services and for the ************* for a couple years I have been paying extra $ to my auto insurance for gap coverage because Qualstar said that I have not purchase that insurance coverage until a year ago that I found all purchase contracts for my loan-vehicle. So I called customer service ******************** I mention to them that I found the gap-purchase contract so they so then they added the coverage. on 2020 I open an **** credit card for 10k this are two different accounts I always paid on time until federal government increased interest and inflation I enrolled with program that is called national debt relief to help to settle with credit card companies this last year I was a late paying my car loan a couple of times and had to stop paying my credit card but did not want to lose my only car I tried a couple of time making 2 payment in a month but Qualstar decide to take money from my vehicle car loan to pay the credit card and still continued to say and report to the credit bureau that I was not making any payments on the credit card and car loan on 10/9/2024 the bank decided to take my vehicle I never stop paying for my car my last payment was made on the end of September 2024 for $635 I really hope that we find a resolution to my complaint with credit union. I have all contracts and can obtain bank statements to **** that what I'm reporting is true.

  

  Business Response

  Date: 11/27/2024

  Dear ******,

  
  We received your complaint submitted to the Better Business Bureau outlining several concerns regarding your vehicle loan and **** Credit Card at Qualstar Credit Union.  We have reviewed your complaint and your account in order to address your concerns.

  
  ***** stated you were unhappy with the maintenance contract you purchased from the dealership in 2017 when you purchased the vehicle:
  The maintenance contract states you are covered for services for 60 months or 60k miles, and that the contract expires on 5/29/2022, or when the vehicle reaches 60k miles; whichever is earliest.  This is a contract you entered into with the dealership, ****** ****.  You will need to contact them to address your concerns with the maintenance contract as this is outside of Qualstar Credit Unions purview.
  ***** stated you have been paying extra on your auto insurance because you were under the belief you did not have GAP coverage:
  Your GAP contract that was signed at the time of the vehicle purchase is recorded on your account.  The contract was also provided to you at the time of the vehicle purchase. Any additional coverage you obtained outside of Qualstar Credit Union is between you and the agency through which you purchased the coverage.
  ***** stated that you were late making payments to your vehicle loan a couple of times this past year, and had to stop paying your credit card with Qualstar Credit Union.  You noted that Qualstar took funds from your auto loan and applied it to your **** Credit Card:
  When you submitted payments in the amount of $635 to Qualstar for your auto loan, we did apply partial funds to the **** Credit Card for past due payments, then applied the remainder to your vehicle.  This is a legal right of offset that allows Qualstar to recover funds for past due loans. 
  ***** stated that Qualstar Credit Union has reported your loans as past due to the credit bureaus:
  This reporting is accurate.  Your loans are past due and you have not made the required payments in full and timely; therefore, the loans are reported to the credit bureaus as delinquent.
  ***** stated you were working with National Debt Relief due to being unable to pay your debts:
  As of the date of this letter, we have not received any communication from National Debt Relief in relation to your account. As per the loan disclosures provided at the time of your loan, monthly payments are required. If you are experiencing a hardship, we can assist you with setting up payment arrangements to resolve the outstanding balances.Please contact us at ************** and request to speak with our *************************** to discuss your options.

  
  If you have any further questions or concerns, please do not hesitate to contact us at **************.

  
  Sincerely,
  Qualstar Credit Union

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22579946
  
  I am rejecting this response because:
  Because this are two different accounts and paid my outo account on monthly basis.
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/25/2024

  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 would like to know how it's legal to charge a person $25.00 for each what they call overdraft they take it out subtract it from your available balance ( so that is paid, they have the money) if go over your amount they charge you 25 bucks for each one that they have ALREADY taken the money for. My pay checks I now have deposited elsewhere. Also my checks should of posted at midnight, Qualstar claims it is companies fault. This is a false statement as everyone else that did not bank with them received their checks

  

  Business Response

  Date: 05/15/2024

  Dear *************************,
  
  Thank you for bringing your concerns to our attention. We take our members feedback seriously and aim to address your complaint regarding our extended courtesy pay and concerns about delay in direct deposit posting.
  
  Its important to address the mention of courtesy pay, specifically extended courtesy pay. To provide clarity on the options available to our members. When opting into our courtesy pay service, members have a choice between basic and extended options. In your case, you opted into extended courtesy pay. Basic courtesy pay covers overdrafts for checks, ACH items, and automatic ******************* payments. Extended courtesy pay, on the other hand, extends coverage pay to include debit card (point of sale or signature) purchases and ATM withdrawals.
  
  This service is offered as an option to our members and disclosed in our Membership Agreement. Extended courtesy pay provides additional coverage for overdrafts beyond the available balance, ensuring that transactions are approved even if they exceed the available balance.
  
  We want to clarify that the fee associated with extended courtesy pay overdrafts is $20 per event, not $25 as mentioned in your complaint.
  
  By opting into Courtesy Pay,members acknowledge and agree to the associated fee structure. This option provides added convenience for accessing funds, but a fee will occur with each event dropping the balance below the available balance. You may change your preference any time by calling **************, or send a secure message from within online services.
  
  In regards to paycheck ACH deposits, we understand your frustration with the timing of deposit availability. While we strive to provide timely deposit posting, we want to clarify that the timing of the automatic clearing house (ACH) deposit of your payroll is not within our direct control. Furthermore, after conducting research on your direct deposit, we found no issues on our end that could have caused any delay or irregularity.
  
  If you have any further questions or concerns, please feel free to contact me directly.
  
  *****************************
  VP of **************
  Qualstar CU ************** or ************ direct line

• Initial Complaint

  Date:03/10/2023

  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.

  On March 9 2023 I called Qualstar Credit Union and asked them about their auto loan rates for 5 years I was told that the percentage is **** as long as my credit is good,which it is.I filled out the paperwork for an Auto loan and in their system it came as a Credit Card loan.I called again to see what happened and was told that if I wanted an Auto loan with **** it would have to be a 3 year loan which no one told me and it does not state on their site.Now my credit score is lower because people can't do their job right.Talk to the manager and got the run around .

  

  Business Response

  Date: 03/28/2023

  To whom it may concern,

  
  After reviewing the complaint, our ******************* Manager promptly reached out to ************************ to discuss his concerns on March 13th, 2023. During the call, ************************ mentioned seeing New Auto Loans APR* as low as ****% listed on the Qualstar website and understood this to be for any term. During the call, our ******************* Manager provided clarification with how the Loan Term chosen, as well as the Loan To Value (LTV) could have an impact on the rate an individual is approved for.

  
  Our ******************* Manager also addressed Mr. *********** concerns with his original application being processed as a Credit Card and the impact to his credit score. Although ************************ did intend to submit an application for an Auto Loan, the original application was in fact submitted as a **** Credit Card. Once this was discovered, the application was corrected and the original credit pull was used. Our ******************* Manager also clarified the potential impact to someones credit score when an inquiry (hard credit pull) is performed.

  
  Before the call ended, ************************ was also provided educational tips when purchasing a vehicle at the dealership and was educated on the Credit Union Direct Lending (CUDL) process.
  ************************ did express that this is an unfamiliar process as he does not purchase vehicles often, and that he felt more knowledgeable after the conversation.

  
  The following fine print can be found on the Auto Loan Rates page of the Qualstar website:
  *Annual Percentage Rate. Rates and terms subject to change without notice. Loan approval, term, and rate received are based on the applicants credit qualifications, LTV, and model year.

  Customer Answer

  Date: 03/29/2023

   
  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

  Date:12/03/2022

  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 a new customer to ********************. I received what look like an over draft fee on my account. Which I tried multiple times to deposit money into the account, when I finally message them asking them why I was having problems. They replied back stating "Upon reviewing my account due to my credit score I can not make a cash deposit at one of there locate ATM location". I am trying to build my credit & with the union I am with it allow me to be a member with this company to due so. But to receive a response like that I am fully amazed that a Company let alone a Credit Company would allow me to take money from the same ATM but not give/put money into my account at the same ATM due to my credit score. I am reporting this to make everyone aware of the way the Credit Company runs, discriminates along with hinders their customers from bettering their ***************************** score. They did also state I could deposit cash at one of the Qualstar Branches but I live in ******, ** & am not able to find an actual branch near me just ATM's which I am not allowed to deposit cash into, actual money. I feel that should be illegal to say we will let you have an account with us (because your with a union) but will not take you money from you due to your credit. So, now they are going to continue to add overdraft after overdraft stacking them up but will not allow me to give them money to correct the issues, the only way I can due to my *************** not having any branches in a 50 mile radius from me. The account get a once a month deposit from the company I work for which has never been greater the ****** a month. At this rate I feel I will never be able to get this issues fixed.

  

  Business Response

  Date: 12/14/2022

  We reviewed the complaint submitted by **************** on 12/03/2022 regarding ATM Deposit Access, here are the findings:
  
  
   - **************** originally reached out to us via the ****** Services Secure Messaging System with questions regarding ATM deposit access. We responded to Ms. ******* inquiry regarding the specifics of her account access options, as well as addressed her questions and concerns in reference to the $25 Courtesy Pay assessed to her vacation fund account.
   - In addition, our *********** Manager reached out to **************** via phone on both Dec 5th and Dec 12th to further discuss account access options, however has not been successful in connecting with the member.
   - Although the $25 Courtesy Pay Fee assessed to Ms. ******* account to cover a transaction were sufficient funds were not available, we have made the decision to reverse the $25 Courtesy Pay Fee due to new membership and for member service related purposes.
  
  
  Ms.******* reference to credit being used in order to obtain additional products and services offered by Qualstar (such as account access options) can be found in the following materials located here - www.qualstarcu.com :
  
  The Qualstar Membership Application disclosure in section 36:
  
  36. By initialing below (my electronic signature), I/we agree to the terms and conditions of the Membership and Account Agreement, Truth-in-Savings Rate and Fee Schedule, Funds Availability Policy Disclosure (all available online at https://www.qualstarcu.com/new-account-disclosures), if applicable, and to any amendment the credit union makes from time to time which are incorporated herein. I/we acknowledge I am able to access the Account Agreement and Disclosure(s) available online (https://www.qualstarcu.com/new-account-disclosures),applicable to the accounts and services requested herein. If an ATM card or EFT service is requested and provided, I/we agree to the terms of and acknowledge receipt of the Electronic Funds Transfer Agreement. I/We authorize Qualstar to check my/our credit, verify employment history, obtain a credit report, and to answer questions about its credit experience with me/us. I further acknowledge that any unclaimed funds in my account may be escheated to the ******************* as per escheatment laws, or may be returned to my union vacation trust, depending on my union trust agreement. The ************************ does not require your consent to any provision of this Account Card other than the certifications required to avoid backup withholding. Type Initials Below:*
  
  The Qualstar Membership Agreement on page 3 section 1 under Membership and Accounts:
  
  1. Membership Eligibility. To be eligible for membership in Qualstar Credit Union, you must be an individual or entity qualifying within the Credit Union's field of membership and must subscribe to at least one Credit Union service, or deposit, or loan account. You authorize us to check your account,credit, employment history, and obtain a credit report from third parties,including credit reporting agencies, to verify your eligibility for particular accounts.Tell us why here...