Business Profile

Credit Union

Kitsap Credit Union

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Complaints

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

Customer Complaints Summary

28 total complaints in the last 3 years.
8 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:05/21/2025
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.
To Whom it may concern,I am writing to express my deep concern regarding several unauthorized account with ********************** Account number: ********** Account balance: $8,598, which I have been unable to resolve directly with them. I have discovered that accounts have been opened in my name without my knowledge, consent, or authorization. This fraudulent activity is not only a violation of my privacy, but it has also caused significant distress. I expect immediate action to rectify this issue. I am requesting that the Better Business Bureau assist in removing this account from my ********************** reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.
Business Response
Date: 05/27/2025
Hello - we have received the complaint and will begin reviewing immediately. Thank you.
Initial Complaint
Date:04/02/2025
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.
In March of 2025, I surrendered my leased vehicle back to Kitsap Credit Union due to the inability to continue making payments. I was given a letter in the mail that stated that the vehicle would be sold on or before March 25th, of 2025. Since then, they have made no attempts to keep me updated on my account which I was locked out of and when I called to get help logging back in, i was told they would give me a call back with a team that could better assist me but I still never received and communication back. I called again on April 2nd of 2025, and I was told that they still havent made any progress. Upon checking my credit report in attempts to see how much i still owed, the balance increased! And yet I am still being completely left in the dark about the status of my balance, the status of the sale, and the status of my account. I began leasing the vehicle while i was still serving in the army but now i am a disabled veteran, going through a divorce and at the moment, a SAHM to two little children. No matter how much I contact them to see how I can move forward with fixing my debt, I still keep getting turned away with little to no explanation. Due to my circumstances, I am limited to little no to help. I am in dire need of a mediator who could possibly tell me what is going on and what my next steps are. Thank you
Business Response
Date: 04/11/2025
Hello, please find attached our formal response to Ms. ****** complaint. We hope the additional information provides clarity on the process and resolves her concern. Thank you.
Customer Answer
Date: 04/18/2025

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:02/03/2025
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 just learned today that my credit unions **** card does not report my balance to the credit bureau based on the end of the billing cycle, but instead at the end of the month. This raises an important questionwhat is the point of having a different billing cycle end date if the reported balance does not align with it?A responsible consumer who pays off their balance before the billing cycle ends expects that no balance will be reported to the credit bureau. However, because this credit union reports at the end of the month rather than the cycle end date, it inaccurately reflects my credit usage. This practice unfairly impacts my financial standing by making it appear as though I carry a balance when, in reality, I have established a consistent pattern of paying off my cards before the billing cycle ********* reporting the most recent balance instead of the one at the end of the billing cycle, the credit union creates a misleading impression. Consumers rightfully assume that their balance at the cycles end is what will be reported. In my case, this practice falsely suggests that I did not pay off my balance when, in fact, I did.
Business Response
Date: 02/10/2025
Hello, please find attached Kitsap Credit Union's formal response to Ms. ********* complaint. We hope that this explanation clarifies the difference between the credit reporting at the end of the month versus the end of the billing cycle and our reporting obligations to credit bureaus under the Fair and Accurate Credit Reporting Act (FCRA). Thank you.
Customer Answer
Date: 02/10/2025

Complaint: 22895386

I am rejecting this response because:
I reject Kitsap Credit Union's response because their reporting method misrepresents my credit usage. Unlike most financial institutions that report balances at the end of the billing cycle, *** reports at the end of the month, inaccurately portraying me as someone who carries a balance when I do not.

While they claim compliance with the ****, the issue is not accuracy but timing. Their outlier practice negatively impacts my credit score by capturing temporary transactions instead of my actual statement balance. Nearly all other lenders report at the billing cycle close, and KCU's deviation from this standard is misleading and unjustifiably harmful.

I find this practice offensive and defamatory, as it falsely represents my financial responsibility in a way that could unfairly influence lenders' perceptions of me. I request that *** either align with industry norms or provide a valid reason for why they insist on a reporting method that unfairly penalizes responsible consumers like myself.

Sincerely,

****** *******
Initial Complaint
Date:12/30/2024
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.
DO NOT do business with this company I got a car loan from them and no payment has been easy. It is incredibly difficult to make a payment online. The make a payment is hidden and I have to yet find it. Every payment has been made by them having to call me wondering about a late payment or something around those lines They say "set up auto pay" and it will be okay I DO NOT WANT TO SET UP AUTO PAY Why can't I just make a payment online? There is no reason. The phone service is incredibly unreliable too so unless they are calling you, good luck getting help.
Business Response
Date: 01/03/2025
Hello, please find attached the formal response from *** to Mr. ****** complaint. Our ************** Manager was also able to speak to Mr. **** and address his questions regarding fee free online payment options.
Initial Complaint
Date:08/10/2024
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.
My auto loan with this company is a complete disaster. Twice I have tried to use the skip a pay feature the company advertises. The first time I could not use it and had to call the office to correct the issue. The second time I made multiple calls spending hours of my time on the phone in late July to correct the issue. I spoke to 2 staff members and a supervisor in late July all who promised me a call back and a resolution as I asked to escalate my complaint. I was lied to and never heard from anyone. I called again today August 10th and there are minimal to no notes regarding my request. I am tired of being ignored and lied to. I want to know why I cannot use skip a pay on my auto loan, and why my auto loan is not correct on my account. I am in good standing with the credit union and all my accounts are current. They also messed up and never mailed my credit card and told me it takes a month to process and mail which I have never heard of such a long timeline in my life. Someone needs to investigate this incompetent business.
Business Response
Date: 08/16/2024
Hello, please find attached the formal response to ********************' complaint. Our records show that ********************' spoke to a KCU contact center representative who was able to resolve her request. We apologize for the inconvenience this process has caused and hope the outcome has satisfied ********************' concerns.
Thank you.
Customer Answer
Date: 08/16/2024

Complaint: 22123006

I am rejecting this response because:
This is a lie. My complaint was not resolved quickly. I have spent hours on the phone and was promised calls back from management and staff since late July. Finally 3 weeks later I get a call from ******************************* on August 15th to follow up basically admitting the ball was dropped and no explanation was offered as to why it took him 3 weeks to follow up with me and the prior staff I spoke to never followed up as promised. This also does not address my credit card issue. My card was mailed to the wrong address and when I called August 10th Saturday the 3rd party over flow agent I spoke to had no idea what she was doing and kept lying and saying the card takes a month to mail. I called Monday August 12th and was told the card was mailed to the wrong address and this was quote glaringly obvious. The card was sent out to the correct address finally. For such a small business it should not take speaking to 6-7 agents and hours on the phone to resolve such simple matters. There is no excuse for all the mistakes made and the poor service I received. This repose shows the so called manager never actually reviewed anything. I have been asking for all the calls to be pulled and for my account to be reviewed to show the truth of what happened.

Sincerely,

***************************
Business Response
Date: 08/23/2024
Hello, please find attached the formal response to ********************** additional concerns.
Thank you.
Customer Answer
Date: 08/23/2024

Complaint: 22123006

I am rejecting this response because:
I to date have contacted the company at least 6-8 times to resolve the credit card and auto loan skip a pay issues. The credit union had an old address for me. I used my current one when applying for the credit card. Weeks went by with no card. I called on Saturday 8-12 and spoke to an overflow call center agent. She had no idea of anything pertaining to the card and continued to repeat like a parrot that the card takes a month to be mailed. This is a blatant lie as ************************************************************************************************* the midwest (*******) I called Monday 8-12 and was told it was quote "glaringly obvious" that the card was mailed in late July to an old address in ******. I confirmed my current address and asked why the card was not mailed there. I put my current address on my application. No answer was given for this obvious mistake. At every interaction with the credit union the lack of training, follow up and knowledge of basic processes and policies is glaring and laughable. I have never seen such an incompetent and poorly run organization in all my life. My contacts ********* and ******** have disappeared and seem to have fallen off the face of the earth. Every time I call it is I don't know or excuses. I guess everyone is either sick or having computer issues in my month long odyssey with this company. Serious coaching and retraining is needed. Also, the third party overflow agents should be required to disclose their status. I plan to refi my auto loan in the near future with a competent organization. I will never initiate any new business with this poor excuse of a business. They have lost any future business with me.

Sincerely,

***************************
Initial Complaint
Date:07/17/2024
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.
Jun 10, 2024 I received an automated phone call voicemail indicating that Kitsap Credit Union had not received my auto insurance information. This was a surprise to me, as the car dealer I bought the vehicle from took my insurance info when they wrote the loan initially and let me drive off with the vehicle.Jun 12: I walked into the Kitsap CU branch in ********** WA and approached a teller asking how to submit my car insurance info. She didnt know the answer so she went to the back and got another lady that stated she had been there for 20 years and she also didn't know. The lady went to the back again and retrieved a piece of paper with instructions to go to myinsuranceinfo.com. The name appeared very scam-like but I went to the website anyways and reviewed the terms and privacy policy, specifically states: We may disclose personal information that we collect or you provide as described in this privacy policy: and goes on to describe 8 different ways its being disclosed to 3rd parties and affiliates''. I then performed a ****** search for the phone number shown on the paper and a totally different website/company name came up called insuranceservicecenter.com along with multiple forums posts and websites about this company being a potential scam. At this time I instead decided to contact my insurance company (Geico) directly through their website to add Kitsap CU as the lienholder (which I assumed was done by the dealer when the loan was written), in which ***** stated they would submit the documentation to Kitsap CU via their PO Box, bypassing this obviously scam-linked, 3rd-party website.--CONTINUES ON ATTACHED PDF--
Business Response
Date: 07/26/2024
Our Loan Servicing Manager at Kitsap Credit Union was able to contact ******************** directly to gather the required insurance information and attached is the formal response provided to ********************.
Initial Complaint
Date:06/21/2024
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.
In May, 2024 I filed a complaint against Kitsap for mistreatment and withholding my consumer rights information. It was resolved. Over the years of the loan, I have never missed a payment nor have I ever received mail from Kitsap. Suddenly, after contacting Better Business Bureau I received a letter from Kitsap stating that they added a policy premium to my loan for ****** thus increasing my payment because they stated I didn't provide car insurance. I have never had a lapse in car insurance and when I relocated this April, I changed providers for car insurance. I called Kitsap to ask why this is happening and spoke with a supervisor. She said when a third company completed an audit suddenly that they could't find my insurance. She also said they sent me a letter regarding this but I never received any correspondence from Kitsap. I contacted the third party and they had my new insurance and verified that there has been no lapse. They stated that they will remove the additional policy added but that it may take 7 business days from today and the loan is due on July 4th and I will not be paying an extra fee due to Kitsap mistake of not properly verifying my car insurance which has never lapsed. My new fear now is that they will someone know say I didn't pay proper amount of loan when it should have never been increased to begin with. It feels retaliatory as I've never had any communications or mail from then until I contacted BBB in April and now they are doing things that impacted me financially, caused stress, and I had to sort it out. I have never missed a loan payment and been an excellent consumer and this it totally unfair and I worry about what they will do next now. I would like the bill to be adjusted before the due date because this was their error in audit.
Business Response
Date: 07/03/2024
Hello, please find attached Kitsap Credit Union's formal written response to ****************, which we hope helps resolve her concerns. A copy of her Loan Agreement and Agreement to ***************** will be included with the mailed copy of this letter.
Respectfully,
Loan Servicing
Initial Complaint
Date:06/10/2024
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.
We refinanced our car through this company and been making payments on time but the balance doesn't seem to lower. We have tried calling for an explanation, but all we got was the runaround. We had asked for statements and they said they would send them but I haven't received any for more than six months. I am seventy eight years old and I don't need this stress since it's not good for me or my health. If you need to contact me you can reach me at ************. Thank you in advance for all the help.
Business Response
Date: 06/14/2024
Hello, attached is the formal written response from KCU to ********************** regarding her complaint. In summary, the required proof of auto insurance has not been provided and ******************************* (CPI) was added to protect the vehicle. In doing so, the insurance premium was added to the loan balance. KCU has discussed the requirement for proof of insurance with ********************** and copies of her statements were emailed per her request in March 2024. If there are any additional questions regarding the insurance coverage requirements, we encourage ********************** to contact our ************************* at the number provided in the written response.
Respectfully,
KCU Loan Servicing
Customer Answer
Date: 06/18/2024

Complaint: 21830911

I am rejecting this response because:
We did have insurance previously and Kitsap kept adding more onto the payment and even with making regular payments the balance never goes down. Since we did have insurance, I don't understand why they added insurance premium to the policy.
Sincerely,

*******************************
Business Response
Date: 07/03/2024
Hello, please find attached Kitsap Credit Union's response to ********************** and multiple options to provide proof of insurance for our review. We hope this information will help resolve ************************** concerns.
Respectfully,
Loan Servicing
Customer Answer
Date: 09/13/2024
I refinanced my car with this company and I am still at the same balance today that I had 2 years ago. They have said it's because of no insurance but we have sent them proof but balance never goes down. I would like my balance adjusted because we have had insurance this whole time.
Initial Complaint
Date:05/23/2024
Type:Customer Service 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.
Today on May 23rd, I called Kitsap Credit Union to provide change of address, inquire about car loan payoff amount, and get a letter about loan details because I relocated from **************** to ********. They reported that they could not verify who I was even though I provided all the correct information. I think they may have made a mistake updating my last address which caused a problem, I'm not sure, but they are refusing to provide me with any information regarding my loan that I requested although I have paid every bill on time since 2018. Sine we re located, there isn't a location to visit in persona as they are not in this State. I spoke with two supervisors. The first one hung up on me and the second one stated that she can't help me and didn't offer other ways to verify my identify and assist me, but they are still taking my payments but refusing to give me information that consumers are allowed to have regarding their loan details. I am seeking help to facilitate this so that I can move forward. Thank you kindly
Business Response
Date: 06/03/2024
We have reviewed the call history and have identified that multiple calls were routed to an overflow call center used to assist during high-call volumes and after regular business hours. Each call was reviewed and the level of service provided during those interactions does not meet the standards we expect for our members to receive, and for that we apologize. KCU Management has shared this situation with our third-party call center representatives for coaching opportunities.
Our records show that you were able to speak to a KCU call center representative and they were able to assist and resolve your request quickly. You can also access your account from anywhere, at any time, through Online and Mobile Banking. For more information on how to enroll, please visit www.kitsapcu.org/personal/setting-up-online.
We want to thank you for bringing this situation to our attention.
Customer Answer
Date: 06/03/2024

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:05/10/2024
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.
Online services down for over a month for payment to the credit union. Pay by phone or mail which each cost extra. It's been over a month and they still won't fix their problem.
Business Response
Date: 05/15/2024
Hello, KCU was made aware of the issue identified by ************** starting in April. Notes indicate support tickets were opened with our Online Banking vendor to identify and resolve the issues and ************** was provided updates during the investigation. Issue has been marked as Resolved and ************** was able to successfully log into Online Banking. We apologize for the inconvenience this process has caused and hope the outcome has satisfied ****************** concerns.

Thank you.

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Kitsap Credit Union is NOT a BBB Accredited Business.