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Business Profile

Credit Union

Harborstone Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Harborstone Credit Union has 15 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 made to many attempts to make a loan account to put my stuff on ******* i tryed calling about autopay no resolution has been made. I feel like i am being scammed to pay your 14$ fee because they cant open a dang account. i was told my account would open with a savings on it or whatever. i dont wish to be this guy but man i am not paying a extra 14$ for a loan that some scam. i had many loans and never had a fee like that so unreal.

      Business Response

      Date: 04/26/2023

      Attached is the response we mailed to our member today.

    • Initial Complaint

      Date:04/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 February 2 2023 my loan (**********) was increased by $846 due to not providing valid insurance. First, this is a ridiculous amount that is over 10% of the actual value of the vehicle new. Second, I did provide the insurance information to an agent of the organization months before being charged the additional fee. On July 25th I was notified my original submission did not have the correct vehicle. On July 27 2022 I provided proof of insurance for the Royal Enfield to *****************************, who stated she provided it the appropriate parties. I did not receive notification that the insurance I provided was inadequate or a follow on phone call explaining I would receive additional charges.

      Business Response

      Date: 04/04/2023

      Attached is our response to complaint #********

    • Initial Complaint

      Date:10/28/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 states on their website that their telephone banking is 24h. I am stationed in ******* and have a loan with them that I am trying to get paid off but I cant contact anyone in the business due to me calling and the call center being closed. They have blatantly lied about their banking phone number being open 24 hours. They also have no international phone number as a replacement to this 24h telephone banking.

      Business Response

      Date: 11/04/2022

      Please see our attached response.

      Customer Answer

      Date: 11/05/2022

       
      Complaint: 18326841

      I am rejecting this response because: I wish for the website to accurately inform people that it is an automated system and no operators will be available. The business has help me receive documents through their secure email but that is also not available 24 hours a day. When it says 24 hours it should include that the system is automated only and as long as the credit union is closed you have no access to any accounts if you are over seas.

      Sincerely,

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

    • Initial Complaint

      Date:08/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My purse, wallet and ID were stolen, my bank was notified multiple times. Harborstone Bank still allowed multiple fraud withdrawals from my account without verifying account info from person impersonating me. This person was able to withdraw thousands of dollars from my account with only my ID. Still have not heard from branch manager where this occurred. I had to provide so much more information just to report my card had been stolen. I then had to freeze my accounts, because harborstone security is severely lacking. Spoke to another branch manager where fraud was attempted again and was basically blamed for not reporting my card stolen, which I did immediately days before the fraud occurred. After that call my friend called that branch manager back pretending to be me by just giving my name, with my permission, and the branch manager gave her my personal account info without verifying anything once again. Went to a different branch in person with my husband and daughter to close all original accounts with my name attached and open new ones and this branch manager closed all of my old accounts, including joint accounts with my husband and daughter, opened new accounts and then removed me from said accounts per my request due to safety concerns, and then proceeded to give us print outs with old account info, new account info, social security numbers, and other personal info without ever verifying our identity one time! The one fraudulent charge that was able to go through before I could get my card cancelled is still posted and Im still waiting for a refund over a week later.

      Business Response

      Date: 08/30/2022

      Attached is our response to the complaint.  Please note we received this complaint three times.  The duplicate complaints are ******** and ********.

    Harborstone Credit Union is BBB Accredited.

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