Complaints

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

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  TwinStar Credit Union

  4525 Intelco Loop SE Lacey, WA 98503-5941

• 

  TwinStar Credit Union

  2400 Evergreen Park Dr SW Olympia, WA 98502-6041

• 

  TwinStar Credit Union

  9601 South Tacoma Way STE 103 Lakewood, WA 98499-4421

• 

  TwinStar Credit Union

  416 E Market St Aberdeen, WA 98520

• 

  TwinStar Credit Union

  5735 Littlerock Rd SW Tumwater, WA 98512-7376

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:07/05/2025

  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.

  I began banking with TwinStar Credit Union in 2023. I had mostly positive experiences up until around summer 2024. My child reported abuse and his sister, ***** ********, whom works for TwinStar Credit Union is involved. She has had access to my personal banking information and has shared said information with my childs father. I began having issues with delayed payments from ********, the payment protection plan on my accounts. I have filed bankruptcy and I am concerned my private bankruptcy information *** had to submit to the TwinStar will be visible to her, leading her to share that information with her father. I have serious concerns involving my financial privacy and this individual. Any adverse action taken against me after I have filed bankruptcy and reported this situation, I believe would be retaliatory.

  Business Response

  Date: 07/09/2025

  Thank you for bringing this matter to our attention. Due to the sensitive nature of the concerns raised, we will be responding directly to the member to ensure privacy and provide a thorough resolution.
  
  Please let us know if you require any additional information regarding our handling of this matter.
  
  Thank you,

  Will

  Compliance Analyst

• Initial Complaint

  Date:06/05/2025

  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.

  I paid off my car 6/3/25, which was the end of my 7 year contract - Twin Star cashed my check on 5/20/25. I realized in May there was an additional balance showing on my car of over $3K at that time I was on my last payment, I learned from ********* their third party company Allied just "decided" I was un insured, so they charged me over $5K for their insurance. I provided proof I had continuous coverage, they knocked it down a bit - I have now made my final payment, they have cashed my check yet they are saying they can not confirm the coverage - I have attached the declaration page provided by Geico. Twin Star is telling me that Allied can not verify it. I have more then provided the necessary proof of insurance, now my account shows I have a payment due on 7/3/25 which I am NOT going to pay. I want the balance of $ ******** removed from my account, I want the title to my car.

  Business Response

  Date: 06/10/2025

  Please see the attached response for complaint # 23429878.

  **** *****

  Compliance Analyst

• Initial Complaint

  Date:05/27/2025

  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.

  This all started on dec 28, 2024. **** and i wanrted to find help to file for divorce. **** ***** said it would be *******. I sent him the money. He never did a thing after I sent **** and I both felt like we were going to be robbed if we stayed with this guy. afetr 4 days I asked for a refund because we didnt like the way it was going. **** said sure he will give us a refund of ***** and he will keeep 1220. We thought that was unfair as he had done nothing..He gave us ******* back from the ******* we paid. We thought this was all over until this bank took the 1220. no reason at all, just theft. This bank has no reason or right to take this.. no matter how they twist it, its wrong for them to steal from long time customers. The whopper they have made up to ease their conscience dosent add up.. Sorry, miss ********, we made a huge mistake. We were wrong to take this money. Sorry we made up a story so we keep yours and ***** money

  Business Response

  Date: 06/02/2025

  Please see attached for complaint # ********.

  **** *****

  Compliance Analyst

• Initial Complaint

  Date:05/22/2025

  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: $554, 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: 05/29/2025

  Hello,

  Please see the attached response for complaint # 23353199. 

  Thank you,

  **** *****

  Compliance Analyst

• Initial Complaint

  Date:05/12/2025

  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 am disputing an invalid account reported by ********************** on my credit report. This account is inaccurate, unverified and violates the fair credit reporting act (fcra). Since it does not meet the legal standards for reporting, I request it's immediate removal. If the furnisher cannot provide proper validation it must be deleted per federal ****** old address you have is....******************************************

  Business Response

  Date: 05/21/2025

  Hello,

  Please see the attached response for complaint # 23316820.

  Thank you,

  **** *****

  Compliance Analyst

  Customer Answer

  Date: 05/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  May 21, 2025

  TwinStar Credit Union
  Attn: **** *****
  Compliance/BSA Officer
  Email: ***************************************************************
  RE: Response to Complaint #********
  
  Dear Mr. ******************* you for your response dated May 21, 2025, regarding my Better Business Bureau complaint. I appreciate the time taken to review my concerns. However, I must respectfully dispute the accuracy and fairness of the information currently being reported to the consumer credit reporting agencies.
  
  First and foremost, I never received the March 7, 2025, deficiency balance letter that you referenced, as it was sent to an outdated address. While I understand TwinStars policy on address changes, I made multiple attempts to update my contact information in the past, and I did not receive any confirmation or indication that my address had been properly updated in your records.
  
  More importantly, I dispute the amount of the alleged deficiency balance. I request a full and itemized breakdown of how the $6,774.38 was calculated, including:
  
  The original loan balance
  
  The exact amount received from the sale of the repossessed vehicle
  
  A list of any ancillary refunds applied
  
  A breakdown of all repossession and sale-related fees or charges
  
  Copies of all notices related to the repossession and sale
  
  
  Additionally, I request a copy of the final notice of sale, including details of how and when the collateral was sold, as required under the Uniform Commercial Code.
  
  As this matter affects my credit and financial reputation, I am requesting a formal reinvestigation into the reporting of this account under the Fair Credit Reporting Act (FCRA). Please treat this letter as a formal dispute of the debt and request for validation.
  
  Until the matter is fully resolved and verified, I request that TwinStar temporarily cease reporting this account as delinquent or in default to any credit reporting agencies. If you are unable to verify the full accuracy of the reported information, I ask that it be removed or corrected accordingly.
  
  Thank you again for your attention to this matter. I look forward to your timely response and resolution.
  
  Sincerely,
  ****** ********
  
  

  Business Response

  Date: 06/04/2025

  Please see the attached follow up response for complaint # ********.

  **** *****

  Compliance Analyst

• Initial Complaint

  Date:01/05/2025

  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 formally dispute the validity of the debt that is currently being claimed by *********************, which I understand was sold to them by TwinStar Credit Union.Under the Fair Debt Collection Practices Act, specifically 15 U.S.C. 1692g, I am requesting validation of this debt. Please provide me with the following information:1.The total amount of the debt.2.The name of the original creditor (TwinStar Credit Union) and the date the debt was sold to **********************3.A copy of the original contract or agreement that verifies my obligation to pay this debt.4.Any relevant account statements or documentation that support the validity of the debt.I request that this information be provided to me within 30 days from the date of this letter. During this time, I ask that all collection activities be suspended until the debt has been properly validated.Additionally, please note that if you are unable to provide the requested validation, I expect the debt to be reported as disputed to the credit reporting agencies.Thank you for your prompt attention to this matter. I look forward to your response.Sincerely,

  Business Response

  Date: 02/07/2025

  Please see the attached response for complaint # ********.

   

  **** *****

  Compliance/BSA Officer

  Twinstar Credit Union

   

• Initial Complaint

  Date:02/23/2024

  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.

  THIS ACCOUNT WAS PAID IN FULL, PLEASE CONSIDER UPDATING IT TO ALL 3 CREDIT BUREAUS ASAP .THANK YOU.

  Business Response

  Date: 03/01/2024

  After receiving this complaint from the BBB, we reached out to our member to get clarification on the situation.  We explained that the credit union only reports to credit bureaus once a month to update records on credit reports and the file update that would show the loan paid in full as not been sent yet.  We let our member know the date we will be reporting this to credit bureaus and when then to expect it to reflect on their credit report.  Our member stated they understood and appreciated the clarification.

• Initial Complaint

  Date:02/27/2023

  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.

  Twin Star Credit Union has been falsely reporting an issue to the Credit bureaus about a vehicle I had several years ago. In February 2016 I was in an auto accident with my 2008 ****** Tacoma and the accident wasn't my fault, but the person I hit (who cut me off making an illegal turn) fled the scene. I had to pay thousands of dollars to get my truck fixed and found out the body shop failed to have a mechanic look under the hood for damage, which it turned out there was lots of damage. The day after I picked up my truck from Abra Collision in ****************** it broke down. I couldn't get a mechanic to come look at it as it wouldn't start and **** wanted to claim no fault of theirs but it is their fault for not having a mechanic look at it and fix it. about a week later, after hours, a tow truck was in my driveway stealing my truck. he wouldn't talk to me, he had no paperwork, he loaded up my truck and left and I never saw it again. I tried SEVERAL times to contact **** and got no response. They are falsely reporting on my credit report that the truck was voluntarily surrendered and claim that I owe the money remaining from the auction sale. NO COMMUNICATION WAS EVER MADE TO ME FROM TWINSTAR ABOUT AN AUCTION OR ANYTHING. I am not liable to pay for a stolen vehicle nor did I voluntarily surrender the truck. this is fraudulent activity on their part.

  Business Response

  Date: 03/09/2023

  Please see attached 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19506849
  
  I am rejecting this response because: twinstar provided false information. I DID NOT speak to anyone at the bank and of course I would not surrender my vehicle. Twinstar knows that there is no mail reciprocal at my home address and thus they knew the mail they claim to have sent was returned to them. They made ZERO efforts to contact me, no phone class, no letters to my mailing address,  NOTHING. they are falsely reporting this to credit bureaus and they have NEVER tried to work with me on the balance owes. I have zero intentions of ever paying a wrongful amount when my truck was stolen. It is typical that would be denial of what they've done and co tinie to do as they have ruined my credit and I cannot get a loan for anything because of this nonsense. They need to delete this from my credit report immediately so that I can move on with my life. I am not the only person who has had this issue with them either. They will falsely report things and deny everything in how awful they are to customers. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/30/2023

  See attached response

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19506849
  
  I am rejecting this response because: I demand the business acknowledg their lies and remove the 2006 ****** Tacoma false report from my credit report immediately. It is not professional to lie about a customer and make false reports to the ********************** bureaus. I DOD NOT SURRENDER THE ****** IT WAS STOLEN. TWINSTART NEVER TRIED TO REACH ME, THEY REFUSED TO RETURN MY CALLS. THEY HAVE DAMGED MY CREDIT REPORT AND MY HOPES OF FINDING A NEW VEHICLE BECAUSE OF THIS LIE.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2023

  Good Morning,

   

  Please see the attached rebuttal response for complaint #********.

   

  ******************* | **** CUCE

  Compliance/BSA Officer

  TwinStar Credit Union

  Cell:  ************

  www.twinstarcu.com

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19506849
  
  I am rejecting this response because: there is no sensitive information. Twinstar has blatantly lied on my credit report since 2016 and they need to be held accountable. I will NOT contact them as they do not answer my calls or return my calls. It is not that hard to fix their mistake. I dont care how big of a company they are, they are in the wrong by ruining my credit and they are required to fix it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/15/2023

  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.

  We have been twinstar customers for years and just recently we were burned by them pretty bad. We have a $6500 credit card, that is maxed and we have been paying and have NEVER been late and February 11 I got a notice saying that my credit score dropped 30 points because we are over our limit, this is not accurate and very undermining since we never got ANY notification from twinstar, I find it extremely unprofessional and very risky on their part. We will be paying the credit card off and cancelling our account as soon as we do. Shame on you twinstar.

  Business Response

  Date: 02/28/2023

  February 22, 2023
  
  
  **************
  7600 ****************************** Olympia, ** 98513
  
  ID #: ********
  RE: Response to complaint
  Dear ****,
  The Better Business Bureau has recently forwarded your complaint to TwinStar Credit Union and ************************ to your concerns today.
  
  I reviewed your credit card history and did validate that on 2/7/23 you made a transaction for 
  $190.90. That transaction subsequently cleared on 2/8/23 and put your line of credit over limit. 
  The **** was not under limit again until 2/15/23.
  
  The credit reporting cycle for all TwinStar ****s ends on the ninth of the month. On the tenth of 
  the month, we are required to submit a credit file to the credit bureaus. Member experience is a 
  primary focus for TwinStar. There are many times where account relationship weighs into a decision 
  for timelines or fees. However, Fair Credit Reporting Act guidelines require us to provide our 
  credit data fairly, accurately and consistently, remaining completely objective.
  
  I can certainly appreciate the frustration that this situation has caused. I do wish I had an 
  answer which came with a better solution to your concern. If you would like to discuss this 
  further, please feel free to reach out to me directly at ************.
  Thank you,
  
  *****************************
  Director of Lending Solutions TwinStar Credit Union ***************************************