Business Profile

Credit Union

Kitsap Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

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.

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.

Initial Complaint
Date:05/08/2024
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.
We purchased a trailer and financed it through Kitsap Credit Union. Initially, we diligently paid over the principal amount for some time. However, based on advice from staff at the ********, ** branch, we paused payments for a couple of months, believing we were significantly ahead. Unfortunately, this decision resulted in all subsequent payments over the last three months being applied solely to interest. Upon speaking with a loan specialist, we discovered that interest continued accruing during the skipped months, leading to this situation. We believe this miscommunication was the responsibility of the Kingston branch members. We request forgiveness of the accrued interest and for future payments to be allocated correctly towards both principal and interest. Additionally, we urge for improved training for branch staff to prevent similar incidents in the future.
Business Response
Date: 05/13/2024
Hello, please find attached the formal written response to ******************** regarding the application of loan payments. Kitsap Credit Union has provided a copy of his signed loan agreement with the written response.
We hope the explanation of how monthly payments are applied and accrual of daily interest helps resolve ************************ concerns.
Respectfully,
KCU Loan Servicing
Customer Answer
Date: 05/15/2024

Complaint: 21686380

I am rejecting this response because:
While I understand the terms of the signed contract and the mechanics of interest, it appears there was a discrepancy between the information provided by your employees and the actual workings of the loan system. When we initially inquired about our loan balance showing as zero for the upcoming months, the employees at the Kingston branch assured us that it was due to our substantial payments and that we wouldn't owe anything, including interest, for the next few months. We relied on the information provided by both your staff and the computer system. However, this led to us accruing significant additional interest due to misinformation. It's essential for your employees to have a thorough understanding of your loan processes to prevent such errors in the future.

Sincerely,

*************************
Business Response
Date: 05/21/2024
Dear ********************,

We are writing in response to the complaint filed with the Better Business Bureau and your dissatisfaction with the initial response. We again apologize for the confusion it has caused.

Your signed loan agreement will outline the terms of your loan and as stated in the initial response, the loan agreement explains how interest will continue to accrue on unpaid balances. Making early payments does help reduce the overall total amount of interest paid, however it does not waive daily interest in months where payments are skipped. A payment was applied on 12/11/2023 and the next payment received was on 3/4/2024. The system will reflect whether the minimum monthly payment amount has been satisfied and your quarterly statements and online banking will reflect the current minimum payment amount owing and month due,along with detailed information regarding payment allocation to principal and interest.

KCU Management has taken this opportunity to coach and educate staff the importance of reviewing the signed loan agreement with borrowers to ensure accurate understanding of specific loan terms.

Respectfully,

Kitsap Credit Union
Initial Complaint
Date:04/03/2024
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.
Over 80% is going towards interest payment and not towards principle payments. Why is this?
Business Response
Date: 04/15/2024
Hello, we very much apologize for the late response - it was an oversight to miss the first request.
In response to the complaint, Kitsap Credit Union is the Lender for the solar loan in question, however servicing of the loan is handled by Launch Servicing and can provide an amortization schedule to show the anticipated payment breakdown over the life of the loan.
Their contact information is:
Launch Servicing
Ph: **************
Ph: **************
Email: ********************************************
Online portal: Home - Launch Servicing or *************************************************************
Payment address to mail payments and payoffs:
Kitsap Credit Union
PO BOX 679220
****************-9220
Initial Complaint
Date:01/16/2024
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 have identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: ********************** CU Account Number: *********Sincerely,***************************
Business Response
Date: 01/18/2024
Attached is our formal response to ****************** regarding her complaint, which will be mailed to the address we have on file. It is noted that KCU thoroughly reviewed each dispute and the associated account details, history, and loan documents, and at this time have sufficient evidence to indicate that fraud has not occurred. We have also included the steps KCU would require if ****************** feels the results are inaccurate
Initial Complaint
Date:12/05/2023
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 distressed to discover that my nonpublic information is being shared with the three bureaus, resulting in inaccurate information on my credit report. This has caused immense financial and emotional distress. Under 15 USC **** Section 602, I have a right to privacy regarding my information. Furthermore, 15 USC **** Section 604 A Section 2 prohibits a consumer reporting agency from furnishing an account without my written instructions, which have not been provided.Additionally, according to 15 USC **** B, a creditor cannot treat any payment on a credit card account as late for any purpose. Yet, inaccuracies persist on my report, specifically under account number ******** urgently request immediate rectification of these errors and adherence to federal regulations safeguarding consumer rights.
Business Response
Date: 12/05/2023
Hello *****************************, Kitsap Credit Union does not show currently any open, inactive, or delinquent loans under your name and do not show record of a credit card. Please note that there is also a Kitsap Bank in the area and perhaps our businesses were mistaken for each other. If you feel that you need to continue with disputing inaccurate information reported by Kitsap Credit Union, please submit your dispute directly through the credit bureau which would be forwarded for our review.
Initial Complaint
Date:11/14/2023
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 11/10/23 I went to the *** located at the kitsap credit union on SR 3 in *******. I deposited $1200 and then the machine malfunctioned. It said they cant accept my deposit. It released some of my cash back to me but a large amount of it got stuck in the machine. My card was also taken for security reasons. Ive since contacted kitsap credit union and BECU and both said I need to file a dispute but then both said they wouldnt file it until I knew the exact amount of missing money. I think the amount of money it took was $200
Business Response
Date: 11/15/2023
Hi there, thank you for reaching out. We are sorry to hear that you have encountered this issue and we would be happy to assist you. Feel free to reach out to us at **************************************** so that we can connect you with our team. Thank you!
Customer Answer
Date: 11/15/2023

Complaint: 20870031

I am rejecting this response because:
I have already talked to several representatives at Kitsap credit union and they claim there is nothing can do since I am not a member.
So I guess it's ok to just take someone's money and not return it. Or their bookkeeping is so bad that they don't balance their books. And are unable to match deposits and cash amounts. Sounds like *************************** of Financial Institutions would be very interested to know about this.

Sincerely,

***************************
Business Response
Date: 11/15/2023
We understand ************************** frustration and have clarifying information after speaking to our *** dispute team. Since the account to which the deposit was made to is held at BECU, ********************** must start the *** dispute with that credit union. Kitsap Credit Union does not have access account details or information for an account held at another financial institution.
When filing the claim with his credit union, he would need to provide the exact amount and date of the transaction in question to initiate the dispute. They would process the dispute through the card network which would be sent to Kitsap Credit Union to investigate. Once Kitsap Credit Union receives the details from BECU, we can review the *** logs to identify if there was an overage and process the refund back to BECU.
We hope this information is helpful in helping resolve ************************** concern.
Initial Complaint
Date:10/18/2023
Type:Service or Repair 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.
7/27/23 I made a $20 payment on my credit card (KCU was who my cc was through) on the phone and asked my cc be linked to my checking account (also, with KCU) so I can make payments online. That was never done and I never received any communications from them as to why. I called and tried making a payment in August and asked that it be made reoccurring, but for reasons unknown to me, it never went through (money was not an object). On 9/19, I called again, asking why this is a problem and was told that because my checking account was a business account, I had to call every month to make that payment. I also attempted to make a payment at that time, again, money was not the issue. It went to collections later that day (9/19) without my knowledge. I have since called at least 4X trying to understand what happened. Ive been told several times that theyd call me back either by end of day or the next business day and still have had no communication with them that I, myself have not instigated (I even waited 2 weeks!) I am being told they cannot wave the late fees that were incurred due to them not making the payments Id scheduled nor have they made any type of reparations as my credit now being affected.
Customer Answer
Date: 10/19/2023
I was told yesterday by ******* in ******************* that I would get a call back (yesterday) from a manager. She also said that if they failed to, she would call this morning. I have yet to receive a call, I called them and spoke to ***** in ******************* who again escalated my case and told me a manager would reach out to me within 24 hours.
Business Response
Date: 10/20/2023
We are sorry to hear that you have encountered some problems. We have record of two different Managers speaking with you regarding your concerns. If you still have additional questions, please feel free to reach out to our ************** at ************.
Customer Answer
Date: 10/20/2023

Complaint: 20747172

I am rejecting this response because:

it took 3 weeks for a manager to finally get back to me. The first time, the manager said she would alter her managers and Id hear be back within 24 hours (this was 3 weeks ago). I have tried constantly getting in touch with someone. The manager I spoke with today, did not seem caught up on my issue nor was she able to answer any of my questions. I dont know was the best she could say. She said I would be getting contacted from ***************** but could not give me a time frame. This is totally unacceptable

Sincerely,

***************************
Business Response
Date: 10/26/2023
We are sorry to hear that you are dissatisfied with the response. As responses through the BBB may be publicly posted, we are unable to provide specific details regarding your situation due to privacy concerns. If you still have additional questions, please feel free to reach out to our ************** at ************
Customer Answer
Date: 10/27/2023

Complaint: 20747172

I am rejecting this response because:

i appreciate the privacy concern. But, my question is, and will always be: why have I continually not been contacted when KCU failed to make a payment on my behalf (not due to lack of funds)? I dont believe the answer to this very specific question is a cause for concern regarding my privacy. Also, I was told a week ago, that I would be getting a call back, this is the 2nd time that I was told I would receive communications and have not (the last time, I waited 3 weeks until I contacted KCU)!

Sincerely,

***************************
Initial Complaint
Date:10/13/2023
Type:Order 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.
Kitsap will not recognize my marriage certificate to change my name and requires a refinance. This is a hardship, discrimination and also has prevented my from using my bill pay to pay them as they state the "names" don't match. They also then require I would have to pay an extra ***** each time I pay as I would have to do so "over the phone" - This practice is also I feel a problem.
Business Response
Date: 10/23/2023
We are sorry to hear that you have encountered some problems. The information that you stated you received would be inaccurate and has been forwarded to Management for review and follow-up. We're very sorry for the inconvenience. If you still have additional questions, please feel free to reach out to our ************** at ************.
Customer Answer
Date: 10/23/2023

Complaint: 20731540

I am rejecting this response because:
After speaking with them, I sent all my documents including my drivers license with my married name, received a call from them who AGAIN stated I would have to re-finance my car to change my name to my married name, and this prevents me from using bill pay from my account to theirs, again adding ***** per month just to make my payment.

Sincerely,

*****************************
Business Response
Date: 10/30/2023
An email was sent on 10/23/2023 to the email address you provided with the documents required by the ********** of ********* to conduct a name change on your vehicle title. Also included in the email were instructions with two options to return the documents. This is what is required to update your name on your title registered with the ********** of *********. For clarification, this process is in no way refinancing your auto loan with Kitsap Credit Union. Refinancing would entail completing a new loan application, pulling your credit report, and modifying your term and rate. You do NOT need to refinance your auto loan to update your name on your vehicle title.
It is also noted that we have received electronic payments towards your loan payment in the past and do not show any rejected or returned payments by Kitsap Credit Union due to a name mismatch. Kitsap Credit Union would only verify that the account number that you are sending the payment to match what you input on your outgoing Bill ******** name match is not a requirement. We would also encourage you to review our Make a Payment page located at *************************************************************************************** which outlines the various ways to make your loan payment, many of which are free.
Initial Complaint
Date:03/10/2023
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.
On or about December 27, 2022 my vehicle was a total loss in an accident and are charging me my Monthly car payment, even though I do not have possession of my vehicle anymore. I believe they are stalling to get this case closed with the *** insurance, so I could charge me more for the vehicle that I don't have. The more I pay the less I would owe them and that's not right. I've been dealing with them going on two and a half months now to get this case resolved. Thank You, have a Blessed Day
Business Response
Date: 03/23/2023
Kitsap Credit Union was notified of Total Loss on 01/10/2023 and processed the check received from the insurance company in the amount of $7,240.25, posted as a principal payment. On 01/30/2023 KCU received a request from GAP to provide supporting documentation to begin the claim and received a check in the amount of $2,090.46, posted as a principal payment. Any remaining balance is the responsibility of the borrower. KCU has records of communication with the member regarding the claim process and remaining balance. A letter will be mailed to the member providing more details and we encourage the member to contact KCU directly to discuss specific concerns.
Initial Complaint
Date:03/09/2023
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.
I HAD A CREDIT CARD ACCOUNT WITH KITSAP OPENED FEB 2022. I USED IT ONCE OR TWICE RIGHT AFTER I OPENED THE ACCOUNT AND THEN KEPT IT AS AN EMERGENCY CARD SINCE IT HAD A HIGHER LIMIT AND LOWER INTEREST RATE. IN NOVEMBER ***ARENTLY THEY MAILED A LETTER STATING IT WOULD BE CLOSED DUE TO INACTIVITY IN FEBRUARY 2023. I TRAVEL 90% OF THE **** AND ALL MY FINANCIAL INFORMATION COMES FROM EITHER MY CHECKING THE ACCOUNTS ONLINE EACH MONTH OR VIA EMAIL. I WENT TO CHECK THE ACCOUNT TODAY AND IT WAS CLOSED. WHEN I CALLED THEY JUST STATED IT WAS CLOSED TO DUE TO INACTIVITY. THEY DID NOT NOTIFY VIA EMAL NOR PROVIDED ANY INDICATION ON THE *** OR ONLINE. CLOSING THE ACCOUNT AFFECTS MY CREDIT SCORE ALONG WITH MY OVERALL AVAILABLE CREDIT ALL WITHOUT NOTFYING ME. THEY ALSO PRETTY MYCH TOLD ME IT WAS MY FAULT AND DIDN'T CARE WHAT I THOUGHT
Business Response
Date: 03/22/2023
Kitsap Credit Union did confirm that the credit card was automatically closed by the system due to inactivity. We were able to make contact with you and address the situation. Thank you for working directly with KCU to resolve your concerns.
Customer Answer
Date: 03/22/2023

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:02/10/2023
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.
Ive been trying to refinance my vehicle loan for the last month and a half. Every time I call, Im on hold for a very long time (always just about an hour). When I do get an answer, someone transfers me to the lenders who are never available. It took me threatening them to change credit unions to all of a sudden have an opening. With that being said, I will be refinancing through my **** or a more appropriate credit union today. They also charged me a fee of $20 because I disputed my double charge through my **** even thought theyve told me time and time again that I am very ahead in my car payments. In January, I didnt have a payment due until May because we paid on time and double a few times. They refused to dispute the $20 even though theyre taking about $500 from me a month regardless. They said a percentage would be taken out if I asked for a refund because its a returned check and didnt know how long it will take to mail to me. If not, I could put it in my Kitsap savings account when I clearly just wanted my money back. Then when I finally got on the phone with a lender, she was rude, kept telling me that Id have to extend my already 53 month term to 60 more months. But thats what happens when a company is money hungry. They try and say the monthly payments are lower but in the long run, you will be paying more with the very much so extended terms. Dont **** here, safe yourself and your wallet and go somewhere else. Lowest APR right now is still 2% higher than what I will be paying somewhere else.
Business Response
Date: 02/14/2023
KCU acknowledges lack of follow up to the members request to speak with a lender and apologizes for the inconvenience. On 2/10 a lender did connect with the member however at that time following the primary borrowers request to include a joint applicant's income but not to use their credit and our response that we were unable to do so, the primary borrower declined to submit an application. The fee in question was related to a returned ach payment initiated by the borrowers primary financial institution, and was charged according to KCU's Rate and Fee Scheduled disclosed fees.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Kitsap Credit Union is NOT a BBB Accredited Business.