Business Profile

Credit Union

Harborstone Credit Union

Complaints

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

Customer Complaints Summary

15 total complaints in the last 3 years.
5 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:06/17/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 06/06/25, I went to the ****** location of Harborstone to get $80 in quarters from my checking. I signed a receipt that says the same and the teller counted 8 rolls of 10.When I checked my bank account via the app the next day, it said I withdrew $90 from checking.I contacted the ** via the chat feature on the app on 6/9/25. I chatted with two ***s, where I sent proof via a copy of the receipt. Rep ******** said, okay it should get taken care of today and you should get an email when it is fixed.I never received follow up.I contacted the ** again on 6/16/25, they said that this wasnt an error. I talked to *** ****.The ***resentative that assisted you let me know they contacted you to let you know that you took out $90 in quarters. She keyed in $80 but it was really 90.The *** said I should reach out to the branch to research further. When I said I had to work so I couldnt make it in, **** said they would forward to the branch to call me. This was yesterday and again I didnt receive a call.The ** hasnt provided any proof that I received $90 in quarters and hasnt operated in good faith by contacting me on multiple occasions. I intend to leave this ** over this experience, and they owe me $10!
Business Response
Date: 06/20/2025
Please see the attached response to this complaint.
Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23480195, and find that this resolution is satisfactory to me.

Sincerely,

Dylan Walker
Initial Complaint
Date:04/16/2025
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.
Im trying to pay my Harborstone auto loan payment but they make it almost impossible. I enter in my account information, but it doesnt do anything. Ive told them about this and they told me I have to pay them extra to make a payment over the phone Im hoping BBB will force them to make payments easier. Im a nurse and college educated, for the problem isnt user error. I suspect they made it impossible to process a payment so they can collect money for late payments or telephone payments.
Business Response
Date: 04/24/2025
Please see attached response.
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.
Harborstone had been sending notifications of my account being delinquent due to overdraft to the wrong address. It was an old address and just happen to receive the notices weeks after that had been sent because I took a trip to my in laws house (which was the old address). Once I received the notices, I immediately contacted them to resolve and ensure they had my correct address. They stated that I needed to pay the balance and it would be resolved in house. I immediately sent a check that same day through my primary bank. Several weeks had gone by with no contact from Harborstone, either confirming payment or that they still had not received the payment and that they were going to send my account to collections. After an email inquiring, I was informed that they never received payment and that my check was probably lost in the mail also, my account had been sent to a collection agency. I again called to resolve and see what could be done to resolve the issue with them directly and prevent a bad **** on my credit for something that was more of a clerical error than malicious intent. The amount is for $65.92, this hardly warrants malicious intent and I greatly wanted to resolve with them, but they refused unless I could go direct to one of their branches, which is not an option as I am military and not stationed anywhere near their locations. They informed me they could not do anything and would not recall the debt from the debt collection agency. The significant issue here is that they were sending the notices to the wrong address, while I could see how this would be my error, they had no problems sending their ****eting and solicitation flyers, to open a new loan or apply for a new credit card, to my correct address. So somewhere they had my correct address on file as my wife and I were receiving their ****eting mail. I believe it is reasonable to say they have culpability in this as well and should work with me to remedy, rather than outsourcing to collection.
Business Response
Date: 04/07/2025
April 7, 2025

***** ******
***********************************************************************

Dear Mr. ***************** received a copy of your complaint from the Better Business Bureau [ID #********] dated April 3, 2025, regarding your overdue balance with Harborstone Credit Union. We take our membersconcerns seriously and would like to reassure you that we have fully investigated your complaint.

Our Member Solutions team reached out to you on April 7th to explain the circumstances surrounding the overdraft amount of $65.92 and the options available for paying the owed balance. A payment was taken and applied to the account(s) in question, resolving any outstanding balance. Harborstone did not report the amount owed to ChexSystems or any outside collections agency, if you notice that is not the case please contact us immediately.

Our success is tied to the service we deliver to our members and we failed to live up to our service commitment. We appreciate your membership and the opportunity to provide this explanation.

Sincerely,

Compliance Department
HARBORSTONE CREDIT UNION

Cc: Better Business Bureau
Customer Answer
Date: 04/07/2025

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:02/06/2025
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 got a loan for a vehicle,the vehicle had major issues from electrical to engine and it was harmful to drive .they were aware of the damages and what danger it could cause and they did not care they continued to overcharge me for a jeep that was a lemon buy .I've paid almost ***** a month for over a year I've had it for over two years it does not run I no longer have it .this jeep caused me to lose jobs and put me out of an income .They should reimburse me a percentage of what i paid so I can get another VEHICLE or approve me for a new loan .
Business Response
Date: 02/14/2025
Attached is the complaint response.
Customer Answer
Date: 02/18/2025

Complaint: 22906411

I am rejecting this response because:
They gave me three months the repairs cost 5000 dollars they didn't want to help with that 3 months of no payment what's that gonna do nothing you guys overcharged me a lemon car with safety issues you guys are ripping people off that cars a junk you knew it and wanna lie I'll sue everyone who works at harborstone the repairs were more than what they wanted to help with and they told me it's my problem so no not ok I'm still pursuing to sue
Sincerely,

****** *****
Customer Answer
Date: 02/24/2025
Hello,I didn't get to add everything in the response I also wanted to say that I'm being charged ****** for this jeep and it does not even run the engine has been shot for 6 months now I haven't had a vehicle for half a year they expect me to continue paying when that jeep messed up my credit and they knew about all the issues and basically bankrupt me I have to get a new car can't even get approved now because this debt .this was a lemon loss something should happen i cant paying for a total loss vehicle and be carless.
Initial Complaint
Date:11/22/2024
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.
I have a car loan with them and have paid my payments 5 days early for about 2 years. All of the sudden my payment they took out of my bank the same time as always and they posted it to my saving instead of my loan. I called to figure out why and they just said that thats how it went through and will not correct there mistake or refund my late fee. I will be refinancing with a new credit union as I refuse to have a loan with someone that is not willing to work with there customer that has paid early from day one. This was totally there error
Business Response
Date: 11/26/2024
Attached is our response to the complaint that was mailed today to the member.
Customer Answer
Date: 12/03/2024

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:05/24/2024
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 listed a vehicle on cars.com. We were contacted by a potential buyer. The buyer sent a cashier's check on Dec 21, 23 via ****** The check was taken to Federal Way Harborstone CU. We asked if the funds were released from the cashier's check and if this check was a certified cashier's check. Yes on both questions. I called/chatted with Harborstone CU to confirm the availability of funds. Yes, the check was available, The buyer requested us to send a portion (included in the check) to the shipper. We purchased the money orders for $1920.00 from ***** On the 28th, the buyer backed out and asked for a refund. On Dec 29, I received a text from Harborstone CU about a withdrawal from my account. We went to the branch and spoke with the manager ******************. We asked what happened and he stated the check was a fraud. We asked why we were both told that the funds were available if they were not. The response was that we were valued customers and we had funds in our checking account so funds were available. If we had known that the check needed to clear first, we would have never purchased the money orders. On the 29th, we were given the bank info for the check and tried to give it to ******************, but he declined.
Business Response
Date: 05/29/2024
Please see attached.
Business Response
Date: 05/30/2024
Please see attached. Hopefully it works this time.
Customer Answer
Date: 06/25/2024
I disagree with the resolution that I received regarding the fraudulent check. Why does a well-known bank tell two different people at two different times that the check is good when they have no idea if it is valid? We are long-standing customers and trust the employees when they say the funds are available. Why say it if you do not know if they are or not? We would not have withdrawn funds if we knew there was a possibility that the said check may be fraudulent. We are not the bank. From what the manager told us of the Federal Way Branch, this happens all the time. So if it happens all the time, why would you tell your customer that the funds are available? Why not put a hold on the check? We depend on you as a bank to determine if the check is valid or not.
Business Response
Date: 07/02/2024
See attached response.
Initial Complaint
Date:02/08/2024
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.
I am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from HARBORSTONE, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: *******I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,*************************
Business Response
Date: 02/12/2024
Attached is the response to the ****** complaint.
Initial Complaint
Date:09/11/2023
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.
3 hours with card member services, 2 hrs with harbor stone credit union I had a problem with a hotel stay, the hotel wouldn't offer me a refund so I called harborstone seeking help.Nothing has been done, I get switched around over and over. Harborstone will tell me it's the fraud department, fraud department says it's the dispute department, dispute department says it's Harborstone that needs to issue the refund. Talked to a guy today who said card member services should be able to issue a refund, i called them and they transferred me around to multiple people. After this by the third person and two calls dropped I was told I needed to call harborstone for the provisional credit. Called them they stated they couldn't do anything and that it was the fraud department for card member services, I was transferred again and told I needed to tell them "I have disputed this before haven't heard updated status. Looking to receive provisional credit because of the merchant not working with me to provide monetary resolve". I did that once I called in they stated it wasn't their department because there was no fraud. I have been transferred not to the dispute department for card me ever services I am basically getting sent over and over in circles and no one is helping me, just constantly transferring. I have been dealing with this my entire Monday and still not an answer from anyone. Also card mem ever services hangs up on me, I had one card member services woman tell me the fraud department didn't have a phone number and they only had an email and fax. When I asked to speak with someone else she said have a great day then she hung up on me. After all of this a woman named ******* gets on the phone with me tells me she would have to write in a ticket to get things going from the Harborstone fraud department. She is extremely condescending. Tells me that she isn't even sure if they will give me one because harborstone doesn't give out money for disputes often. I asked her if harborstone ever had given a provisional credit before on a dispute. Of course she said yes. So why am I not being issued one? I believe because I worked for this company they are being prejudice and will not help me, or offer any solutions. I have tried many times to get a loan or credit cards for this company and have always been denied. They do not offer me anything but stress and unresolved issues.
Business Response
Date: 09/15/2023
Attached is our response that is being mailed to the member today.
Customer Answer
Date: 09/23/2023
Hello,
The credit union still has yet to offer me a provisional credit for the charges which they are supposed to offer me. I am still waiting on any kind of response from them regarding this. Again, when I asked them if they offered an incidental offer for charges in a dispute they said yes. So when I asked why I didnt receive one they could not give me an answer. They never give me straight reasons for anything. They always treat me poorly.
Business Response
Date: 10/03/2023
Attached is the response to the second complaint filing. ****** merchant dispute does not qualify for provisional credit under the *************** Transfer Act. ********** Services has requested documentation from **** (on 9/15) to pursue a **** chargeback.
Customer Answer
Date: 10/05/2023

Complaint: 20588341

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:09/08/2023
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.
I was approved for a personal loan on 9-7-2023 for $10,000 with loan officer ****************************** I requested for the loan to be sent to me overnight to my mailing address on 8-7-2023. ***************** told Mr that it would be a fee for the loan to be shipped to me overnight through **** She emailed me the different cost for the overnight shipment and I choose the (2nd day overnight-$75.76). I spoke with ***************** this morning on 9-8-2023, and she confirmed that it would be mailed out today between ****pm. I called her at 2:00pm and asked her if she had the tracking number for the check? I then called her back to inquire if *** had already come to pick up the check, and she didnt answer the phone.I called her numerous of times and emailed her in which she never responded. So I contacted live chat on my online portal and spoke to (**************), and was asking him if he could get the tracking number for me. I paid $75.76 for the check to be sent overnight and I wanted to make sure that the check was sent on time. He was reaching out to different people for me, and I was getting highly ***et that I couldnt get in touch with *****************. After I left a voicemail and emailed ***************** several times that is when she responded an (HOUR LATER). ****** was able to get the tracking number and he told me that he contacted someone that was ******************* who is ***************** boss. He said that (****) wanted me to call her and when she called me my line was busy from calling *****************. When I got on the phone with ********** explained to her my situation and instead of her apologizing for the situation at hand. She immediately said I DID NOT qualify for membership and she couldnt verify my cousin who is a member (*****************************). She immediately said that I was harassing the live chat agents, and my loan officer so this entire situation was a red flag for her. I told her ***************** never asked me for my cousins information and I dont know who they called to even verify me. I explained to her that I was trying to make sure my check was mailed out and the *** tracking number show that the shipping label was just created at 3:02pm today. Instead of **** trying to resolve the matter she made it worse trying to make it seem like Im a villain trying to get an update on my loan. She kept trying to tell me how I did this and that wrong pertaining to the employees at this credit union. Her main concern was all of a sudden trying to see if this loan was (LEGIT AND CALLING MY COUSIN). A $10,000 loan have been opened in my name under my social security number that I was approved for! It was your employee job to do her due diligence to verify my membership with my cousin BEFORE the membership was opened. This credit union cant approve me for a loan, finalize the loan, and then all of a sudden tell me Im not (eligible for membership). Due to the fact (****) said there are red flags and was literally trying to find a way to make this an issue due to what transpired today. This credit Union is unethical and deceptive due to the fact a personal loan was finalized, opened in my name, and the check was NEVER MAILED OUT TODAY. She was accusing me of harassment to create a issue with me being sent the loan, was combative, rude, and unprofessional during the entire call regarding the matter at hand! During the entire conversation **** was speaking to me in a very condensing tone, and coming up with everything she could think of to make it an issue with disbursing me my loan. The issue wasnt about her verifying who my cousin is as a member, because she stated verbatim that they usually dont call and verify memberships. So she all of a sudden made it a issue with saying I AM NOT ELIGIBLE SINCE THEY CALLED THE WRONG PERSON to verify me when she stated they DO NOT EVEN VERIFY MEMBERS? This credit union CAN NOT have a loan that is opened in my name, and the NOT disburse the funds to me then think Im supposed to make payments for a loan that (I NEVER RECEIVED).
Business Response
Date: 09/14/2023
Attached is our response mailed to *********************** this morning.
Customer Answer
Date: 09/14/2023

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:08/08/2023
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 August 1, 2023 - I sent an email to ********** inquiring about opening a new checking and savings account with ********************. I never received a response. August 2, 2023 I called ************ cell phone twice and was unable to reach him again so I called the customer service line to see if he was able via his office phone. The representative was able to send him a Teams message and ********** finally called me back. He apologized for the delay and said he was really busy with a lot of meetings. I began to explain that I was looking to get new accounts and wanted to learn more information. He began to explain the different accounts, features and the $100 promotion with direct deposit. I explained that my job would be mailing a paper check for my first pay but everything after would be direct deposit. He said no problem, we have mobile deposit so once you set everything up you should be good to go. Mr. failed to include and explain that Harborstone has a 10 day hold policy to me. August 3, 2023 - I receive my payroll check in the mail so I set up my new checking and savings account with the promotion code provided by *********. I also set up my online banking portal and was able to make a mobile deposit. August 4, 2023 - I called the bank to see when my funds would be available and also when would I be receiving my debit card. I was then told that the check had a 10 day hold on it. Mind you, I just started this new job. Coming from my old job money was already tight having to wait on my next check from my new job. I would have NEVER deposited this check into this account had I known I would have to wait almost another two weeks! I asked to speak to a Manager ******** who was supposed work with ********** to reverse the check so I could just take it somewhere else to get my money. I went the whole day and didnt hear anything. So I clammy called back to learn that the risk department declined the reversal, revoked my online access, then sent a letter to me in the mail stating that I would need to DRIVE 3 HOURS to ******* to submit my paperwork. And I was told by ******** the manager that when I give them my paperwork, its not guaranteed that I will have my funds available that day, so again I will have to drive 3 hours back home again with Zero of my money. ******** said I would have to wait until the 17th of August, which is well past the 10 day waiting period from August 3rd when I first made the initial deposit. They keep making promises they arent keeping, their operations change everyday, and theyre causing me emotional and mental stress everyday I have to think about this finance situation.
Business Response
Date: 08/17/2023
Attached is our response that has been mailed regarding the ******** complaint.

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