Complaints

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

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I Q Credit Union has 19 locations, listed below.

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• 

  I Q Credit Union

  1313 Main St Vancouver, WA 98660-2918

• 

  I Q Credit Union

  1933 Fort Vancouver Way Vancouver, WA 98663-3529

• 

  I Q Credit Union

  13505 NE 10th Ave Vancouver, WA 98685-2711

• 

  I Q Credit Union

  2620 SE 165th Ave Vancouver, WA 98683-0403

• 

  I Q Credit Union

  PO Box 1739 Vancouver, WA 98668

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:05/20/2025

  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.

  I have a checking and savings account through *******, which was formerly Aspiration. This is an online bank. In order to deposit cash into my checking account I had to use an *** in a specific network, and they allowed cash withdrawals through a different wider *** network. So the **** where they allow cash withdrawals did not necessarily allow cash deposits too. I have only deposited cash into this account once before many months ago, and I forgot this difference between the ****, and on Friday, May 9 at 12:07 pm I tried to deposit cash in the *** where I normally withdraw cash. The *** was the drive-through *** at the IQ Credit Union at ****************************************. After inserting my debit card the *** gave me a menu of what kind of transaction I wanted to complete, and "Deposit" was one of the choices. I chose deposit, the little door opened, and a message said "insert cash." I inserted $1,000 cash, the door closed. And then I got a message saying something like "Transaction cancelled. Cash cannot be returned. Contact your financial institution for refund." I immediately went inside the credit union and spoke to a teller and I believe an assistant manager. I told them about the situation, and they said I would have to contact my bank and have them file a dispute to get my cash back. I contacted ******* customer service several times and asked them to contact IQ Credit Union to file a dispute, but since this *** was not in their network for deposits, they said they could not do anything to help me. They refused to contact the credit union at all. I told IQ Credit Union that ******* representatives would not be able to contact them, and IQ Credit Union has told me that they will not deal with me directly to get the cash refunded. I have a receipt from the *** showing that I attempted to make a deposit, along with the date and time, and I am sure that the *** has photos and digital records of my deposit.

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond.
  
  The consumer tried to deposit $1,000 in cash at an iQ Credit Union ATM using a debit card from a financial institution not associated with iQ or the Shared Branching Network. The *** took the cash but then canceled the transaction and was unable to return the money.
  
  Our team was notified right away and looked into it. Because the card used was not from **, federal rules require that the consumer notify their financial institution to start the dispute process. 
  
  To help, we contacted the other financial institution, and they confirmed they can file the required dispute. We encourage the consumer to reach out to their financial institution and ask them to submit the dispute. Once we receive the dispute through the proper channel, well act quickly to review and resolve it.
  
  We understand this is frustrating and are ready to help as soon as the process is started through the other financial institution.
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23339489
  
  I am rejecting this response because:

  I have spoken to GreenFi representatives and supervisors six times about this matter, and they have refused to file any kind of dispute in regards to this matter with IQ Credit Union. Also, the *** at this IQ Credit Union was associated with Aspiration previously, as I have withdrawn cash there multiple times. They may have recently removed this *** from their network association once ownership of ********** changed and the name changed to *******.

  If IQ Credit Union has been in touch with GreenFi, then they should provide me with a name of the person they spoke to and contact information. They should also facilitate some kind of conference call, either through telephone or online, so all parties can be on the call at once so this can be resolved as expeditiously as possible.

  The fact that IQ Credit Union has refused to turn over my $1,000 cash for two weeks now even though there are records verifying it is my cash is absolutely ridiculous. If the return of my $1,000 is not completed by the end of the day, I will be forced to seek recourse through the legal system.

  Sincerely,
  
  ****** Needles

  Business Response

  Date: 06/06/2025

  Mr. ******* reported that a $1,000 deposit made at an iQ Credit Union ATM using his GreenFi-issued card was not credited to his account and the funds were not returned. Mr. ******* was not happy with the initial response, and this is follow-up to that.
  
  Timeline & Actions Taken:
  - The transaction was denied at the network level and did not settle, due to GreenFI being on a different network and their FI not allowing deposit transactions at our machines, which means funds were not transferred.  Mr. ******* informed iQ on May 9, 2025. He was told that he would need to work with ******* to file a dispute as they were his issuing bank.
  
  - Despite not being the Issuer and having no obligation under Reg E to resolve the matter, iQ Credit Union went above and beyond. We confirmed a $1,000 discrepancy during the **** next service, a week after the attempted deposit date, and reached out to ******* as we still had not received a dispute from them. We provided all available information, including ********** contact details and network findings.
  
  - iQ was not refusing to turn over the funds, but rather needed GreenFI as the issuing FI to initiate the request as Mr. ******* is their customer and we have no visibility into that history or relationship.
  
  - To prevent further hardship, as GreenFI did not have a process in place to handle this dispute for their customer, and to close out the matter, ********************** decidedoutside of standard policy and regulatory obligationto issue a $1,000 check to Mr. *******. During a follow up call from iQ Credit Union on May 29, 2025, to Mr. ******* to let him know the status and what we were going to do to resolve this, he informed us that GreenFI had finally credited his account with them and requested that we just send the check to GreenFI.  The check was prepared and mailed directly to GreenFI to support their internal resolution.
  
  While this situation fell outside of our responsibilities as the *** acquirer, we acted in good faith and at our own expense to assist in bringing it to a resolution. We remain committed to the highest standards of service and transparency, even in complex cross-institutional scenarios such as this.
  

• Initial Complaint

  Date:04/22/2025

  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 have an account with the *********************************************. I have lost my debit card and I have requested to have a replacement card sent to me, to no avail. It's now been 3 weeks and I have not received it yet. I have NO ACCESS to my money, and I have no way to buy food, gas, or medication that I need. I have medical issues that demand I have food, medicine and the ability to get my prescriptions. I need to get access to my money ASAP. PLEASE HELP ME!!

  Business Response

  Date: 05/01/2025

  ** has been in contact with the member regarding their concerns. We understand how frustrating this experience must have been and worked promptly to resolve the matter by issuing a replacement card via express shipping to an updated address. Member satisfaction is a top priority at **, and were always striving to improve the experience for those we serve.

• Initial Complaint

  Date:04/16/2024

  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.

  O filed a good faith inquiry to get a copy of my bank records and statements and was refused. Credit Union staff told me to call the subpoena department. March of ********************************************************************************************************************** May of 2023. Credit Union refused to take my valid fraud complaints after I reported unauthorized transactions in April and May of 2023. Credit Union also refused to issue refund from Apple from September 3, 2021 to March 25, 2022. Apple confirmed they authorized the refunds. Also, defendants refused to provide me bank statements needed to file complaints against businesses who made invalid withdrawals from my account.

  Business Response

  Date: 04/25/2024

  iQ has been in contact directly with the member to resolve these concerns and have mailed him a letter with account details. Member complaints are taken very seriously and iQ appreciates any opportunity to improve service.

• Initial Complaint

  Date:03/12/2024

  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.

  We bought a truck back in 2020, since we've gotten the loan through this company we have had nothing but problems, they have added *** insurance on my vehicle. Even though have sent in my insurance information monthly. I have even had my own insurance company call the bank and tell them I am insured (full coverage) but yet monthly the *** is taking money out of my payment toward my truck for the insurance they have placed in my vehicle. I've called to tell them to take insurance off as I have my own. I've send them my declaration pages dating back to the day I bought the truck. And yet no change when I call I get nasty customer service people who laugh and tell me it's because I'm not submitting what's needed. When I ask whats needed its exactly what I have submitted. I have also had my insurance company call and verify I had insurance and then they sent what was needed over and still no change. So instead of my truck being lower and close to paid off the amount I owe hasn't changed or went down due to them taking money for there own insurance on the vehicle.

  Business Response

  Date: 03/20/2024

  Dear *****,
  
  We are sorry for the frustration you have experienced.  Upon review, we did find that there was an issue with the proof of insurance coverage provided by you.  This information was communicated to you and your agent.  This issue has now been corrected and a full refund of the *** advances is being processed.  We are also mailing you a letter with additional account details.

• Initial Complaint

  Date:01/21/2024

  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.

  The problem is, I can't pay anything on time with this company. It seems everytime I pay, I'm waiting **** business days. Now that they've restructured the billing format, I can't even pay at my convenience. I have to call and pay on the phone, leaving me with either a $5 charge or $18 charge for online processing fees. If it's not one thing, it's the next. Now I see my billing history doesn't show the payments I made fronm July-October. Additionally, they gave me absoluely no calls or warnings on a past due amount. I pay my bill every month, a couple days off. Nothing to substantiate a week waiting period for the money to be pulled from my account. I am going to refinance my car and take the major hit just to get out from this company. What a total nightmare it's been dealing with for over 3 years just a slap to the face. I hope no one goes through this stressful lender I as mistakenly did.

  Business Response

  Date: 01/30/2024

  Hi ********, when a payment is made by ACH (bank-to-bank transfer) it is normal for payments to take a few days to post to the account, however we backdate the payment date to the day you scheduled the payment so you aren't late. We offer several other ways to make payments, including online banking transfers which are fee-free and can be scheduled in advance so they pull the day you expect. We do notify borrowers when a payment is past due by phone, letter and email, and our records indicate that notices were sent to the contact information you have on file for us. For privacy, please contact us directly at ************ to discuss your payment history regarding the July - October payments.

• Initial Complaint

  Date:10/02/2023

  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 have had a car loan with IQ for 4 years. It has been nothing but problems since the beginning. I have had to dispute my credit score history due to issues with this Union. I was told there would be a skip a pay on my account at the beginning of the year. I continued to make payments and now they are saying I owe them an outrageous amount of money. They constantly call my phone and always say the are taking notes or updating my information but nothing ever changes. Magically after calling them out on wanting an explanation to the payment history issue, the lady I spoke with told me she could see all of the payments being posted including during the month a skip a pay was suppose to happen, she had no explanation for why they were saying I was 6 MONTHS behind. (Funny because after 2 months they would repo the vehicle???) She stated she wasn't sure what was going on and would contact me back by the end of the day. 5 days later and I still haven't heard anything from them. I had my credit score drop drastically because they reported I wasn't paying. After starting the process of this complaint I did further research into what I have paid and what my balance on my loan is. My loan including interest was ******. I have had the loan for 4 years this month with a payment of 293 a month. Over the course of 4 years that would mean I have paid ****** however my remaining balance is still at ******. The math doesn't add up and quite frankly I am extremely frustrated with this business. This Credit Union has been nothing but a joke since the start and I would never recommend someone to this place. I have worked for a bank before and this is not the way to treat your clients.

  Business Response

  Date: 10/10/2023

  iQ has been in touch directly with this member to resolve each of the concerns listed in this complaint. We take our members concerns very seriously and had been actively researching and pursuing a resolution at the time this review was left. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20686915
  
  I am rejecting this response because:

  I realized the information submitted to the credit bureau was incorrect on September 27th. At that time I decided I would call IQ Credit Union the following day to make my payment and get the answers to the questions I had been asking for months. I called the institution at 10:39am on September 28th. I spoke with ******* and was told I would get a call back later that day with the answers to my questions. I heard nothing from anyone. I started looking for places to make reviews about the institution to express my dissatisfaction, in that process I found that many people had had similar issues that I was with this bank. I made my Yelp review explaining the same issues I did in my complaint to the BBB on October 2nd, 2022. I waited until October 2nd and called the institution again wanting access into my online banking so I could see where my payments were, I took the opportunity to try and get answers to why nothing was adding up. 

   

  I asked for verification of how long of a loan term I signed. I was informed it was 72 months and I had made 42 payments with 30 payments remaining. My loan balance is $10,829 and with a ****** payment, the math does not add up. I continued to ask how it was possible that the balance is that high. The person I spoke with informed me that my interest rate was ****% however they charge an additional $2.21 DAILY for interest to have the loan through their institution. I believed that to be a hidden fee that was not disclosed. I do not believe they can charge a monthly interest as well as a daily interest either (I did not state that to the employee I spoke with.) She asked me if there was anything else she could help me with. I told her ******* was suppose to call me back, she tried to reach out to ******* and was unable to get her on the line with me. She let me know she would send an email to her whole department to try and get someone on the phone with me. 

   

  On October 4th I received a phone call from ****** (the supervisor), she admitted to me that she was the person I spoke with in April and in May in regards to the skip payment and although she stated on the phone she would do them she never did. She stated she would fix the reports to the credit bureau and "do some clean up on my account". I asked for a breakdown of my account at which she stated she would go back to ******* of 2022 because "that is where the problems started". I agreed and told her I would like an email of the $500 payment I made on the 28th of September as well as of our conversation. She said I would receive an email and a hard copy in the mail. The email I got from her stated:

  "Hi *********,
  
  Thank you for taking my call this morning.  This email is being sent to document our conversation. 
  
  Your concern that the April 23 payment not being skipped was valid.  This was my error.  When we spoke on 5/21/2023, I had agreed to process this skip.  I did not do it.  I do apologize for that error.
  To fully resolve this error, I have processed a full skip payment for the July 2023 payment.  In addition, I went back to 5/21/2023 and submitted adjustments to modify the credit reporting to reflect the April skip payment being processed.  Adjustments as follows:
  May 31, 2023 Reporting Current (under 30 days past due)
  **** 30, 2023 Reporting Current (under 30 days past due)
  July 31, 2023 Reporting Current (under 30 days past due)
  August 31, 2023 Reporting 30 days past due
  September 30, 2023 Reporting 30 days past due
  You also have concerns about your current balance owed on your loan.  To address this, I will put together a full payment break down back to 1/1/2022 to show you how your payments have been posted.  I will have this to you by Friday, October 6th.
  
  Respectfully,
  
  *******************;(she/her) 
  Loss Prevention Manager
  
  Phone: ************  Fax: ************"

   

  I responded with:

  "Good morning, 
  
  
  I believe my balance should also reflect the late payments being removed from my account for the months that were current. 
  
  
  Thank you,
  MacKenzie"

  I sent an additional email of:

  "Also, Septembers payment should not be 30 days past due until after the 10th of this month. Can you tell me which months my 500 payment went to?"

  ***** responded with:

  Hi MacKenzie,
  
  The late charges on your account stand, as the payments were outside the grace ******* even if the April 23 skip payment had been processed.
  
  The payment of $****** on 6/22/2023 paid the payment that was due 5/10/2023. 
  The payment of $****** on 7/20/2023 paid the payment that was due 6/10/2023.
  The payment of $500 on 9/29/2023 paid the payment that was due 7/10/2023, and also $206.93 towards the payment that was due 8/10/2023.
  *******************;(she/her) 
  Loss Prevention Manager
  
  Phone: ************  Fax: ************"

  "The payment of $500 paid the payment that was due 7/10/2023, and also put $206.93 towards the payment that was due 8/10/2023.  The credit reporting that was sent 9/30/2023 will reflect that the 8/10/2023 is 30 days past due.
  *******************;(she/her) 
  Loss Prevention Manager
  
  Phone: ************  Fax: ************"

  At that point I responded with:

  "I would like a full breakdown for the ENTIRE loan. I only see payments from **** 2020 forward which is inaccurate. 
  
  
  Thank you. "

  ***** responded with:

  "OK I can do that.  This will take me a bit longer to do.  I will have this to you by Wednesday of next week. 
  
  Thank you,"

   

  It is now 5:30pm on Wednesday October 11th, 2023. My request for my breakdown is due to the fact their online banking shows multiple gaps of 6 months of unaccounted payments. The first set of 6 month gap was at the very beginning of my loan. The first payment that shows is for **** of *************************************************** October of 2019. 

   

  I have tried to get this institution to communicate with me on multiple occasions and each time am told I will hear from them later and never do. The issue started at the beginning of this year and I am still fighting for things to be made right. For multiple months it effected my credit score and my mental health while I argued with people from the institution that continuously told me I was wrong when in fact I was correct that due to negligent of a supervisor, my life was effected for 6 months before she admitted to continuously not doing something. This is not just a simple mistake this effected by ability for a lot of credit related issues. The lack of providing information continues to cause me uncertainty as to where my payments really went if they are not on my online account. I have pulled my bank statements and compared to the online banking and I am shocked at the amount of missing payments they do not show. 

   

  The response that they have been actively working to resolve the issue before the complaint was made is truly inaccurate. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/20/2023

  iQ would like to add additional context to this complaint. We have worked to fully research, respond and provide resolution to the members' concerns and issues in order to reach their desired outcome of a billing adjustment, correction to a credit report and explanation of charges.
  
  Both members on account were contacted multiple times every month, beginning in Jan. 2023. At least ***************************************************************** January. We also corresponded via text and email when calls were not being answered.
  
  Because her payments have been past due, a larger portion of her payments are going toward interest and late fees and a smaller amount is going toward the principal balance. We have sent her the payment breakdown she requested to show a complete history of the loan and how payments have been applied to principal/fees/interest.
  
  We acknowledged that we made an error, and that the requested skip pay for ***** was not done at the time requested. We have corrected this error and retroactively applied the skip pay to help get the member's payments back on track. When member requested the skip pay, she was past due by two months. With the skip pay applied, she would still have been past due and owing late payment fees. iQ also submitted a credit adjustment for 5/21 timeframe and modified credit reporting to reflect the retroactively applied skip payment.
  
  Member requested a breakdown of the entire loan account to show where payments and interest were applied. iQ supplied this per her request on 10/11. This took some time to complete due to manual research and compilation. The gaps the member references on online banking are due to our platform's historical view that does not show past a certain point in time.
  
  The $2.21 daily interest the member is referring to is the daily accrual rate of her ****% APR interest. There is no "double interest" or hidden fee being applied. We checked the recording of the phone call that the member references on Oct. 2. The member was told this was the daily accrual rate of interest to make it clear why her principal balance wasn't being reduced as much as expected by her payments.

• Initial Complaint

  Date:04/20/2023

  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.

  A year and a half ago I got a loan for a travel trailer. I've been making my payments on time every month. I've gotten enough money to just pay the rest of the loan off. I had called customer service to figure out how much I owed still and how I could pay the loan off. Come to find out i had only payed $100 down from the original loan price in a year and a half of paying they hit me with extra charges so I want paying the loan down just paying into interest. That's one complaint then I said what ever I'll pay what I owe just to be done with this bank. They tell me I can only pay **** a day over the phone and it doesn't pay directly to the loan. So finally they gave me an address to send a cashiers check to. I have just received the check back from *** saying the address doesn't exist. It seems like I'm being bullied here to pay interest to this bank instead of them accepting me paying my loan off

  Business Response

  Date: 04/20/2023

  Hello,

  We would like to respond to this complaint, but cannot find a name or account to match in our system. Is it possible it is under a different name or it is for a different Credit Union? We welcome direct contact from this client with one of our Managers to sort it out. 

• Initial Complaint

  Date:02/28/2023

  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 am the ***** of ******** for an iQ CU customer, and have provided them with proper documentation to confirm. The issue involves a mental breakdown of their customer. He has lost everything, including his job and marriage. He is deeply in debt. I have had to repossess a lot of his possessions. He can't loose his car for which the credit union holds the contract. I have made the car payments since November. Each payment has been cashed by the credit union. But they refuse to send current billing statements or to even change the billing address. They claim that they need to hear from their customer himself. Again, their customer is not in a mental state to do that. For the record, their customer name is *********************. Acc. No. ***********. I'm trying to help ***** here and I could use your help.

  Business Response

  Date: 03/10/2023

  We have been in touch with the parties to resolve this complaint. We appreciate opportunities to provide great service.

  Customer Answer

  Date: 03/10/2023

   
  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:02/24/2023

  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.

  You'd think after 10 years, with many loans paid off ahead of time and never late on any payments ever, you'd think of improved credit or good recommendations.The credit card process was the most invasive application I've ever done. I have never given so much personal information to any company. After all my hours/days of pleading, because I kept correcting their errors on misreading quite literally every piece of information, I was still DENIED! (I called and was approved for another bank 5 minutes after).I make 9x my rent (my rent is very low). I asked if another income counts? She responded "I was unaware you were recieving two incomes". When I applied I wasn't asked if I had another source of income.They said "my income is outside of their loan guidelines". I asked them to look at all the loans on my credit for the past 2-3 years ranging from $200-$6k, to which i paid EVERYSINGLE ONE OFF *********** responded "we do not see any loans on your credit". The very next response states, and I quote: "In reference to your rent and all other loans on your credit, on top of a new loan from us, your income is outside of our loan guidelines".Paystubs and lawyer signed documentation was not enough. I have 2 incomes with the state. State payers were completely baffled by the information that was required, they had never needed to create a document so invasive, other than for courts. The amount of information I provided is enough to have my entire identity open if a breech happens, or staff. I do not feel comfortable knowing they needed so much, especially with such illiterate staff. They refused to acknowledge my pay, they recorded $1000 LESS than stated. They dont understand withholding from taxed to not taxed. They refused my w2.Another time, I was scammed, and the response I got "well, we don't know if it was you, so we're locking all of your access for a few months, and with good time, if you show us you can be trusted then we will slowly one by one allow access."

  Business Response

  Date: 03/01/2023

  We have been able to reach out to our member to work on a positive solution.  We appreciate the opportunity to respond to feedback and continuously provide great service.

  Customer Answer

  Date: 03/08/2023

  Yes the company reached out to me and told me they changed their decision and I'm approved for the smallest limit amount.

  I asked why only the lowest, because everything looks clear and great!

  From what I understand there have been too many adjustments for us having to reopen their decision. I informed ***********************, that all of this could have been avoided if the initial person had correctly filled out my application and correctly executed my information. The reason there are so many adjustments is because I had to explain every error they made, AND why their declined decision was invalid, such as: 

  1. her incorrectly inputting my hours I work weekly, to monthly. I remember saying it twice so she understood, and even laughing about it. 

  2. Not addressing the income error that is $1000 less than what is recorded. 

  3. I asked **** if one of the reasons is because the initial lady verbally executed all the issues to the underwriters, so it sounded like she was rambling, as in I lied and kept trying to convince her to take another look? And that *** be why I was declined? ****, said yes she talks to the underwriters. There we have it!!! The reason for their decision was incompetent, the lady helping was incompetent herself, and now my application/report will always have errors and the initial decline status. 

   

  **** told me she is sorry and that I can reapply for a new card in 6 months, and every piece of my edited information has her notes to convince them everything's verified and valid. 

  I asked ****, well they are aware of all this information now, isn't the EXACT same thing going to happen when I reapply for a higher limit amount? She explained there would not be an issue because of her notes. But wouldn't you "ramble" trying to explain all the edits, which'll seem suspicious, again? She said yes she would have to verbally explain these notes to them, and quite frankly we'll have to wait and see.

   

  No thank you, I'm switching banks :)

   

   

• Initial Complaint

  Date:02/13/2023

  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.

  Iq credit union request me to verify micro deposits sent to and from twin star. Iq credit union sends six different micro deposits and asked me to gas which two of the six they send. Real Dumb! I guess the last two which were the most recent in the ** rejects the deposits. ** does not answer their phone nor has a message system in their website.

  Business Response

  Date: 02/14/2023

  Thank you for the request for additional information on this complaint. We are continuing to work with our member for a resolution.