ComplaintsforAmerica First Credit Union

• Initial Complaint

  05/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have had our money at America First Credit Union for decades, and have always been happy with them.About 2 weeks ago, our account was hacked, and a very large amount of money was transferred out of our money market account to another bank account without our knowledge or consent. We were not notified of this transfer, no one called from the Credit Union to verify the transfer details, or to ask for our consent.We are in the process of building a home, and as my husband was accessing our account for documents needed for our new loan, he discovered the theft. He reported it immediately to the Credit Union, who froze our account. Thanks to FDIC insurance, the money was returned to our account fairly quickly. Everything was good up to this point, other than the fact the Credit Union didn't catch the fraudulent transaction, or notify us.A new account was created. Excellent. We were told that since we have recently moved out of state, and can't come in to the credit union to get the new *** number, the number would be computer generated and mailed to us. We should receive the new *** number in 3-5 business days. A week came and went...no *** number arrived. My husband called the credit union, and was told a new *** number would be computer generated and mailed to us. Again, we should receive the *** number in 3-5 business days. It has now been 2 weeks, and we have still not received a *** number.We are scheduled to close on our new home tomorrow at 2:00. Because we haven't received a *** number yet, we are being told there is no way to wire, transfer or get the money we need for closing tomorrow. Everyone is VERY SORRY that we haven't received a *** number, but there is "nothing we can do." Basically, our money is being held hostage by America First Credit Union. We will be charged $230.00 a day by the builder if we delay closing. We have been on the phone for HOURS, and have no one is able to offer a solution. HELP!!!

  

  Business response

  06/17/2024

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your information,we have contacted you personally regarding the resolution of this complaint.  Unfortunately, we have attempted to reach you multiple times to further discuss your BBB complaint, and have not yet heard back from you.  We look forward to hearing from you soon.  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a personal loan from America First I believe in September of 2021, and set up automatic payments over the phone. Between the time I received the loan, and my first payment, I was deployed for 45 days. (Air Force) Upon returning I was able to check everything again, and noticed my automatic payment did not go through. I reached out and they said there was nothing they could do, and since 30 days had passed, they had to report it late. And they told me to ensure payments are set up next time. Which I of course did, but I trusted the agent to handle it over the phone for me. I admit I should have verified, but I wasnt able to until it was too late.I reached out about this probably 4 or 5 times asking for this to be removed from my credit profile in good faith, as it was otherwise a flawless payment history. But all I was met with repeatedly was a lack of response or sorry we cant do anything. Which is absolutely false.For something that is of fault of the company as well, I would expect them to take more ownership and at least respond or explain why, something. I hate making this complaint because otherwise theyve always been helpful, but every time I ask about this I am shut down. I even sent a letter to their HQ, back in JUL 2023 to ask if they could remove it as it was a simple mistake on both parts. As of now, I paid off the loan early, never had another late payment anywhere else, yet it still shows on my credit. I would like to work with America First again, but not if this cannot be resolved.

  

  Business response

  06/05/2024

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a motorcycle from a harley davidson dealer. America 1st credit union was the lender used to finance the bike. The policy at Harley davidson is that you need to furnish insurance on the bike before you can take delivery of it. After a few months, the contracted payment amount of 300 a month more than doubled to over 600 a month. Apparently the type of insurance used wasn't what the credit union wanted so they added a $3630 premium to my loan in the form of force placed insurance. According to the lender I was contacted via traditional mail to notify my. Not a phone call or an email which is how I'm contacted by them for any other reason. I use the same insurance for my other 2 bikes and it's never been an issue. I was able to remove a portion of the force placed insurance. About 2700 of the total amount. The remaining balance of 1180 the refuse to remove because I used the un needed insurance for one month and that is the monthly premium. 1200 for one month of motorcycle insurance. That's more than I pay per month for 6 vehicles. Also my payment is still 450 and not the contracted account of 300.

  

  Business response

  05/31/2024

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your information, we have contacted you personally regarding the resolution of this complaint.  Unfortunately, we have attempted to reach you multiple times to further discuss your BBB complaint, and have not yet heard back from you.  We look forward to hearing from you soon.  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm writing urgently to address the errors on my credit report resulting from the disclosure of my personal information to credit bureaus, leading to significant financial and emotional distress.As stated in 15 USC 1681 Section 602, I assert my right to financial privacy and expect my information to be treated confidentially.Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account details without my explicit consent, which I haven't provided.The discrepancies related to AMER FST CU have negatively impacted my financial standing, prompting an immediate need for correction.I also emphasize compliance with 15 USC 1666(b), prohibiting creditors from treating credit card payments as late under specific circumstances.Below are my account details for your reference:Account Number: *********************Account Number: *********************I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to promptly address these concerns may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*********************************

  

  Business response

  05/20/2024

  To Whom It May ************** do not have record of a current or prior relationship for an individual named ********************************* at the specified address in ********************  America First attempted to contact this individual via phone and email but received no response to the outreach attempts.  We anticipate this should be routed to Americas First Credit Union located in **********, ********  If you have questions, please reach out to ******************** at **************. 

• Initial Complaint

  04/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint and request an investigation into concerning practices observed with my accounts at **********************. The issues at hand involve misreporting of charge off status and the failure to provide necessary documentation, raising significant concerns about compliance with regulatory standards.Firstly, it has come to my attention that despite the accounts being charged off, they continue to be inaccurately reported on my credit report. This misreporting is particularly alarming as it contradicts both IRS regulations, where unpaid charge off is considered income, and FCRA guidelines, which prohibit the reporting of income on credit reports. Therefore, I am requesting a 1099-C (Cancellation of Debt) for the charged off accounts listed **************************** - Account Number: *******************Furthermore, upon reviewing my most current credit report, I discovered that the account in question has purportedly been purchased by Bonnevill Collections. This raises a critical concern, as a charged off account cannot be reported on my credit report if it has been sold to another lender.Given the gravity of these issues, I urge the Better Business Bureau to initiate a thorough investigation into the practices of America First Credit Union and Bonnevill Collections regarding the misreporting of charge off status and failure to provide accurate documentation. Additionally, I request your assistance in facilitating the provision of the 1099-C form for the aforementioned charged off accounts.I appreciate your immediate attention to this matter and the assistance in resolving these issues promptly. Please confirm receipt of this complaint and provide updates on the progress of the investigation.Thank you for your cooperation and commitment to consumer protection.

  

  Business response

  05/07/2024

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your information, we have contacted you personally regarding the resolution of this complaint.  Unfortunately, we have attempted to reach you multiple times to further discuss your BBB complaint, and have not yet heard back from you.  We look forward to hearing from you soon.  

  Customer response

  05/14/2024

   
  Complaint: 21602527
  
  I am rejecting this response because: I have attempted to reach back out to the rep that called me and have yet to receive a response. 
  
  Sincerely,
  
  *******************

  

  Business response

  05/20/2024

  We have taken all actions to investigate this matter and have spoken with this member. In this case, the credit reporting has been verified accurate as reported and an explanation has been provided. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I am writing to formally express my dissatisfaction and seek immediate resolution regarding the handling of the GAP insurance associated with my vehicle loan. In October, when purchasing a truck financed through America First Credit Union, I was sold GAP insurance by your loan officer. I was explicitly informed that should I pay off the vehicle early, I would be eligible to receive a prorated refund of the GAP insurance premium. However, upon selling the truck and requesting the said reimbursement, I have encountered inconsistent and misleading information from your representatives. Some have stated that the refund process would take approximately two weeks, while others have outright denied the possibility of any refund. This contradiction and apparent misinformation have caused significant inconvenience and financial discrepancy. Moreover, during my recent interaction with a new loan officer in Herriman, it was evident that there is a lack of understanding and training regarding the GAP refund policies, which further complicates and frustrates the matter. It is disheartening to learn that essential information relayed to customers is not only incorrect but varies significantly between staff members. I urge America First Credit Union to honor the initial agreement made at the point of sale by issuing the prorated GAP refund as was promised. Additionally, I strongly recommend that a thorough retraining of your personnel be implemented to ensure accurate and consistent information is provided regarding your financial products. Thank you for your attention to this urgent matter. I hope to see a commitment to not only resolve my issue but also improve your services for all customers. Sincerely, **** ******* ###-###-####

  

  Business response

  04/26/2024

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint.  Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to pay off my $11,600 loan and they only accept ach payments up to $2000 and only one per day. They do this to force people to take longer to pay off they're loans so that they can collect more interest. They should be required to accept any amount a customer wants to pay by any of there payment methods. My wife had this problem in the past.

  

  Business response

  02/28/2024

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer response

  02/29/2024

   
  Complaint: 21303010
  
  I am rejecting this response because:
  ***************************** made a huge effort to solve the problem and eventually got it to where I could pay the loan off. The reason I reject it is because there is still no change to your policies to let people make their desired payment amounts. It could be a simple step like making sure that when someone calls in they are able to speak to someone who can approve the payment instead of waiting on a vice president who can't be bothered to respond for days. 
  Sincerely,
  
  ***************************

• Initial Complaint

  02/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I AM NOT ****** FOR THIS DEBT WITH NATIONAL CREDIT SYSTEM, I DO NOT HAVE A CONTRACT WITH NATIONAL CREDIT SYSTEM. THEY DID NOT PROVIDE ****** THE ORINGANAL CONTRACT AS I REQUESTED.

  

  Business response

  02/26/2024

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your information, we have contacted you personally regarding the resolution of this complaint.  Unfortunately, we have attempted to reach you multiple times to further discuss your BBB complaint, and have not yet heard back from you.  We look forward to hearing from you soon.  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with America First Credit Union. I do not have a contract with America First Credit Union, they did not provide me with the original contract as I requested

  

  Business response

  02/07/2024

  We sincerely appreciate your feedback regarding your experience with America First Credit Union as we look for opportunities to improve.  Because of our commitment to privacy regarding your information, we have contacted you in writing regarding the resolution of this complaint.  Upon receipt of the written response, if you still need assistance, please dont hesitate to reach out directly.  We look forward to hearing from you soon. 
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  COMPANY VIOLATED "FCRA" WITH REPORTING INCORRECT DATA/ ACCOUNT STATUS, ACC# ********, PAID IN FULL AUG 2014 $0 BALANCE, ACCOUNT NEVER LATE, REMOVE ERRORS OF AUTO "REPO", EXCESSIVE LATE PAYMENT 30-180 DAYS LATE AND CHARGE OFF

  

  Business response

  02/10/2024

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your information, we have contacted you personally regarding the resolution of this complaint.  Unfortunately, we have attempted to reach you multiple times to further discuss your BBB complaint, and have not yet heard back from you.  We look forward to hearing from you soon.  

*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. ↩