Complaints

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

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Kitsap Credit Union has 17 locations, listed below.

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• 

  Kitsap Credit Union

  PO Box 990 Bremerton, WA 98337-0215

• 

  Kitsap Credit Union

  1500 13th St Bremerton, WA 98337-1370

• 

  Kitsap Credit Union

  8196 NE State Highway 104 Kingston, WA 98346-9471

• 

  Kitsap Credit Union

  393 S Kitsap Blvd Port Orchard, WA 98366-3778

• 

  Kitsap Credit Union

  (range 1 - 99) NE Belfair St Belfair, WA 98528-9739

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:01/03/2023

  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 was referred to this credit institution for a loan holder for loans for solar panels. They company pink energy came out and did 1/2 of the job on the solar panels then went out of business shortly afterwards, Kitsap Credit union released the funds shortly after pink energy went out of business without a job being completed.In Aug 2022 I contacted Kitsap and was advised that the information was being put through and should should call me back from management within 10 business days.Oct 2022 I reached out to Kitsap again, and the agent advised me that they never took a call from me in august, I asked if all their calls are recorded for safety purposes and she advised me that they were, I gave her the time and date of my phone conversation and she advised she would put it into the information and have management contact me soon.Oct 2022 two weeks later, still havent heard from any manager but now they are sending me information that my bill is due and I need to pay it.Nov 2022 I start receiving phone calls from Kitsap about non payment, and that my account is not illegible for any post payment services. (At this time my credit score is 833)Dec 10 2022 Kitsap has their collection department call me in an attempt to collect the debt , I advised them of the issue the same as before and the agent states I completely agree with you I wouldnt pay on a bill thats not completed either, but Im just calling because its my job, I advised her that if they had the solar panels finished then I would pay thats not the issue, plus advised her Im still waiting on someone from Kitsap management team to call me for 2/3 months now without any help. Dec 24 2022 I get a rude call from another person from Kitsap collection company, who didnt care to hear anything or do anything to help, finally I said if Kitsap wants a $1 they will have a manager call me to get this worked out.Jan 2 2023 still no management call or email. Company is awful. (Credit score now 625)

  Business Response

  Date: 01/06/2023

  KCU is aware of the situation involving clients of *********** and is working with the originator and our servicer to address concerns related to impacted members. We will continue to monitor the situation and ask for member's patience as  we work with the third party vendors on resolution. 

• Initial Complaint

  Date:11/10/2022

  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 disputed a transaction on my checking account paid via Apple pay using my debit card. I told the person on the phone who took my dispute that I had screen shots of text messages regarding my dispute to provide and prove fraud if needed which was noted on my dispute. I stated my dispute was for services not rendered. I paid a $200 deposit to an individual tattoo artist that promised to tattoo me the week of October 24th through the 27th. This was to be the third time he would tattoo me so I trusted he would follow through the third time. The days leading up to the timeline he gave me I followed up to make sure he was still going to do the work and he started to not reply to my text messages. He is located in ***** I was in ********* at the time. I messaged him asking if I could get my deposit back and he has yet to reply to my text message and I am no longer in ********* now, as I was there for work at that time. I want my $200 back for services promised and not rendered. He is now unreachable to resolve this so I want the bank to refund my money since it came off my debit card. The bank never asked for my text screen shots and just deemed it not fraud and said services were deemed rendered. I want my money back.

  Business Response

  Date: 11/21/2022

  Unfortunately, the use of Person 2 Person (P2P) payment systems like ApplePay often leave the sender at a loss when the transaction turns out to be a scam. Under **** rules a P2P transaction cannot be disputed like other debit card transactions due to the service having been provided, the movement of money from one person to another. Subsequent services, in this instance a tattoo session, are not covered and result in the sender holding the loss when the subsequent service isn't received. It is for this reason that P2P agreements and applications clearly call out that funds should only be sent to people you know personally and not for transactions such as purchase of goods or services. We sympathize with the member for their loss, and encourage them to continue working with the artist to either schedule the session or be provided a refund.

• Initial Complaint

  Date:11/03/2022

  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.

  As of yesterday, *************************** at Kitsap Credit Union has called me twice, she just said an error was made, but I'm still responsible.On Monday October 17, I deposited a check for $4700 in my account at Kitsap Credit Union. On Tuesday, I called the bank to ask, "Did the check clear?" The rep said "Yes." I said, "I know that you guys make the funds available as a courtesy, that's not what I'm talking about. I mean, did the check clear?" and she said, "Yes".So I withdrew $4100 in cash. On Thursday, ******* from *************** called me to say it was a bad check, and that I have 60 days to pay up.Also, when I told ******* what happened, she gave me a speech about it being my responsibility to find out if a check has cleared. I said, "Had the rep said anything like that, none of this would have happened." I got the same speech when I came into the bank.On Saturday October 22, I filed a complaint with the *************************** of Financial Institutions.

  Business Response

  Date: 11/07/2022

  KCU has reached out directly to the complaint submitter to resolve the situation. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18352291
  
  I am rejecting this response because:

  Crystal from Kitsap Credit Union called me last Friday, Nov 4.  She said that I was responsible for the $4100, and said I could make payments every month for 36 months.  I said to her that when I talked to ******* in the *************************** she discussed this: that I would not have to pay for it, because it was the fault of the person who answered the phone on Tuesday October 18, who told me that the check had cleared (when it had not), and she didn't say anything else.  ******* said that an error was made.
  
  Sincerely,
  
  ******* (elly) *********

  Business Response

  Date: 11/16/2022

  This issue has been resolved with the member. 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18352291
  
  I am rejecting this response because:

  I was forced into it - either I made a payment plan, or else it would go to collections. 

  It was their fault that their representative told me that the check had cleared, even though I said to her, "I understand that you guys have to make the funds available as a courtesy.  That's not what I'm talking about.  Did the check clear?"  And all she said was, "Yes."  She didn't say that it was my responsibility to find out if the check had cleared.  If she had said anything like that, I never would have withdrawn any money.  Everybody who worked at the branch, and everybody in risk management told me that - but whoever answers the phone is allowed to say anything that comes into their head?  ******** isn't responsible to train any employees?  They just take our money to pay the lawyers who made up an agreement that says, our employees can tell you something completely against this Agreement, but do as it says, not as they say. 
  

  The fact that I told her the difference between making the funds available as a courtesy, and a cleared check, tells you that she doesn't know what "a cleared check" means.  ******** should be responsible for that. 
  
  Sincerely,
  
  ******* (elly) *********

  Business Response

  Date: 12/07/2022

  KCU has addressed this situation directly with the member and considers this matter closed.

• Initial Complaint

  Date:08/30/2022

  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.

  A hard inquiry was processed on my social security number for a loan however I have never done any business with this credit union. I did not apply for any loans with any lender. I have contacted them and they have advised that they don't know how my SSN was associated with this inquiry and loan.

  Business Response

  Date: 08/31/2022

  KCU is working closely with ********************** to resolve this situation. 

  Customer Answer

  Date: 09/02/2022

  I have received a notice from Experian that this charge has been removed from my credit report however I have yet to receive any updates from Kitsap Credit Union as to why/how this happened. I was in communication with them however the last correspondence was Friday August 26th. At that point I was advised that it was still under review and Kitsap was not sure how my SSN was used for this inquiry/loan. 
  
  Thank you very much, 
  *********************************;
  ************

  Business Response

  Date: 09/28/2022

  KCU continues to investigate the credit pull and to try and determine what occurred in order to provide the information. Submitters credit has been corrected, but he has requested additional information. A final response will be provided following resolution of our research.

  Business Response

  Date: 10/04/2022

  Regretfully, KCU has been unable to gain any information from our third-party vendor regarding the credit pull which impacted the individuals credit report (which has been corrected) and are unable to provide any further assistance. We recommend the individual direct any further requests for information to Sunlight Financial directly as they are the entity which made the credit request. 
  
  *******************************
  , CUCE, BSACS, CUERME
  
  Director, Risk Management
  
  
  **************
   direct
  
  
  ************** x22135
  
  
  
   
  
  
  P.O. ********************************* 98337
  kitsapcu.org
  
   
   
   
  
  
  
  

  Customer Answer

  Date: 10/05/2022

   
  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:08/17/2022

  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 have previously filed a complaint regarding the telephonic hareasment of the members of my family in regards to my finances with kitsap credit union and have on multiple occasions made sure they understood not to contact my family regarding my personal matters. I have also given them information multiple times on how best to contact me. I want the calls to stop to my family, this is the second time bringing it to the attention of the better business bureau and its quite inappropriate they are harrasing my elderly grandmother.

  Business Response

  Date: 08/31/2022

  KCU has no record of requests made not to contact immediate family when attempting to reach the member. Since receiving this information we have noted the account. Future contact will be limited to the phone and email on file.

• Initial Complaint

  Date:08/11/2022

  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 8/10/22, I went to ********** of ********* in ********* to cancel the remainder of a car warranty. Advantage ********************* the holder of the warranty, informed me that I could have the cash value of the remainder refunded to me and gave me a form for this purpose. I was told to have the form signed by the dealer and then submit it back to them. At the dealership, the form was disregarded. The ********************* employee filled out a different form and required my signature. I was informed they would send a check to Kitsap Credit Union, who holds my car loan. The money would then be refunded at the end of my loan, by not requiring the final payments in the amount of the refund. I argued that this policy results in my paying interest on the refunded amount for the life of my loan, which is 5 years from now. I then went to Kitsap Credit Union to request the money either be refunded to me or to my owed balance and they refused. Once this refund has been processed, I will be paying interest on money that I no longer owe. This policy in not congruent with Kitsap Credit Union's core values of integrity and authenticity. It is not right to require interest payments on money no longer owed. I did not provide a refund amount, because it was not disclosed to me.

  Business Response

  Date: 08/31/2022

  There has been a misunderstanding as to how the refund is applied. The refund, once received by KCU, is applied to the principal balance of the loan lowering the amount owed and reducing the overall interest paid on the loan. Additionally, since the refund is posted when received and the principal balance reduced this often results in the loan paying off early. KCU has attempted to reach the member multiple times to explain but has been unsuccessful in getting in touch with the member. The member may contact us at ************ and request to speak with the Loan Servicing Manager who can review the information in detail.