Complaints

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

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  Hughes Federal Credit Union

  971 W Wetmore Rd Tucson, AZ 85705-1551

  
• 

  Hughes Federal Credit Union

  PO Box 11900 Tucson, AZ 85734-1900

  
• 

  Hughes Federal Credit Union

  280 N Pantano Rd Tucson, AZ 85710-2344

  
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  Hughes Federal Credit Union

  7820 N Cortaro Rd Tucson, AZ 85743-8326

  
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  Hughes Federal Credit Union

  951 E Hermans Rd Tucson, AZ 85756-9000

  

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:05/05/2025

  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.

  I have a HELOC with Hughes FCU that is about 4 years old. Today I logged in and the account shows that it is overdrawn by $14,0999, which also happens to be the balance on the account. I call in and am first told it is because the loan is over 10 years old and has been locked because of its age, which is incorrect.Because this information was incorrect, I requested to speak to a supervisor, and was then told one was not available and that the current *** will be the only one helping me. The *** then tells me it is because I made a full payment, which is incorrect. She then tells me it is because a random ************* has made a payment, which is also incorrect. I again asked for a supervisor, and the ***resentative hung up on me. During the call the ***resentative was rude, snarky, combative, condescending, and spoke over me ***eatedly. And since she was speaking over me, she also got rude when she couldn't hear my responses to her questions. I have now been on hold with Hughes trying to reach someone else for two hours and it's nothing but transfers and contradictory information. If this was a one off occurrence I would not be filing a complaint, however, previously, I had years of issues with them constantly flagging my account transactions as fraud, and they would never address the issue, telling me along the way that it was the volume of transactions at one vendor causing the issue. It was literally just monthly groceries that would initiate a fraud hold. Then, just last week, I was unable to see transactions in my account and was told by Hughes it was because my account had exceeded ******************* a 30-day period, which is incorrect. I hand-counted the transactions in the last 30 days, and it reached 107. Hughes has chronic issues that they do not address or even look into because they are too busy being rude to their members, denying issues exist, and blaming members for their issues.

  

  Business Response

  Date: 05/12/2025

  Thank you for sharing your experience, ********. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team reached out via phone and left a voicemail with their direct phone number. If you have further questions about your account, please send us a private message using our secure **************** ************************************************* or call our ********************* at ************. We value your membership and look forward to serving you in the future.

• Initial Complaint

  Date:04/19/2025

  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.

  So my husband James b. Sucarichi has past away on 3/23/24 I have been calling this credit card company everyday being told different things every time I call but always ending in “someone will call me back” and it never happens I want his accounts closed and for them to zero out his balance of the credit card as there is no estate money and my name is not on his accounts
  I have sent them the death certificate by mail to a po box they gave me and I have received it all back with the word collections written on the envelope I sent it to them in and then put in a new envelope mailed back to my husband
  I have also emailed it to them with the email they have also given me with no response as well they seem to refuse to call me back or close the accounts
  Credit card account ending in 3175
  And savings account member no. 331360

  

  Business Response

  Date: 04/24/2025

  Dawn,

  Thank you for taking the time to share your experience. We value all feedback as it helps us improve our members’ experience. A representative from the Hughes management team tried to contact you today to discuss your experience and share with you the resolution. The phone number on file was not in service. We would like to take this opportunity to apologize for any inconvenience this issue may have caused. Please call our member contact center at 520-794-8341 or send us a private message using our secure messaging center *********************************. Thank you.

  

  Business Response

  Date: 04/25/2025

  Thank you for your response. A member of our management team spoke to you via the number you provided. If you have further questions about the account, please send us a private message using our secure Messaging Cente* ********************************* or call our Member Contact Center at 520-794-8341. We are sorry for your loss.

  Customer Answer

  Date: 05/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23226015, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Dawn Robertson-sucarichi
  
  
  
   
  

• Initial Complaint

  Date:04/19/2025

  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 have spoken to Hughes several times to update my credit report not to show 30 days late. I was never late . They fixed it and then it keeps coming back. I need this fixed permanently .With Transunion they are still showing me 30 days late on an old credit card.

  

  Business Response

  Date: 04/24/2025

  Dear Mr. ******************** you for taking the time to share your experience. We value all feedback as it helps us improve our members experience. A representative from the Hughes management team will contact you today to discuss your experience and share with you the resolution. We would like to take this opportunity to apologize for any inconvenience this issue may have caused. If you need further assistance, please call our member contact center at ************ or send us a private message using our secure messaging center *************************************************. Thank you.

• Initial Complaint

  Date:04/01/2025

  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.

  We got a loan to buy a truck Hughes paid off the owner of the vehicle in mention **** ***** ******** *** ***************** Mariners sent the title to Hughes on the 24 by fed ex they signed for it they sent us a message saying it was being sent to greys licensing in Mifflintown Pa we just the check was sent and it wasn’t even signed we been waiting over 2 months to get the tags for this truck and now there just playing games I feel cause the check wasn’t even signed so it’s being mailed back to Hughes but the title wasn’t with it either and it was to be for us to get tags ….we are at our wits end with these people we just need help from you mainly

  

  Business Response

  Date: 04/03/2025

  Thank you for sharing your experience, Michael. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team reached out via phone and left a voicemail with information about your account. Our team has remained in contact with the licensing company and we have exchanged regular updates. We apologize for the inconvenience and will resolve the situation as soon as possible. If you have further questions about your account, please send us a private message using our secure Messaging Center ********************************* ** **** *** ****** ******* ****** ** ************. We value your membership and look forward to serving you in the future.

• Initial Complaint

  Date:03/31/2025

  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 am a victim of fraud. I never did any business with this company. I am asking to remove the inquiry appear in my credit account ASAP. Date inquired was 03/03/2025

  

  Business Response

  Date: 04/02/2025

  Thank you for sharing your experience, Omar. We strive to provide exceptional service and are sorry we fell short of that expectation. Our fraud department looked into your case and will have the inquiry removed. If you have further questions about your account, please send us a private message using our secure Messaging Center ********************************* ** **** *** ****** ******* ****** ** ************. We value your membership and look forward to serving you in the future.

• Initial Complaint

  Date:03/18/2025

  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.

  Since financing my RV in spring of 2024, I have attempted to make timely payments through Hughes Federal Credit Union’s online system. However, I later discovered that multiple payments were returned without any notification from the credit union. This has resulted in unexpected late fees and penalties—totaling $174.75 in just under a year.
  
  When I contacted Hughes Federal Credit Union to resolve the issue, I was met with unhelpful responses and a lack of accountability regarding their notification procedures. As a customer, I expect transparency and fair treatment. Their failure to notify me of returned payments has created an unfair financial burden, and their unwillingness to address the issue raises serious concerns about their business practices.
  
  I appreciate any assistance in addressing this matter and hope to reach a fair resolution with Hughes Federal Credit Union.

  

  Business Response

  Date: 03/24/2025

  Thank you for sharing your experience, Isaac. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team reached out via phone and spoke to you about your account. If you have any further questions about your account, please send us a private message using our secure ********* ******* ********************************* ** **** *** ****** ******* ****** ** ************* We value your membership and look forward to serving you in the future.

• Initial Complaint

  Date:03/03/2025

  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 requested call backs multiple times and never got a call! I have been locked out of my app for months and have to call and wait on hold to make a payment!! I’m tired of doing so and no one will call email letter nothing!! I’m not paying my credit card unless they help me idc if it ruins my credit. I have other cards I can continue to make payments and use. So take your sweet time. I have no problem with going to collections. Won’t be the first time.

  

  Business Response

  Date: 03/04/2025

  Thank you for sharing your experience, Jessie. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our team reached out and spoke to you about your account. If you would like to speak to someone further, please send us a private message using our secure Messaging Center ********************************* or call our Member Contact Center at 520-794-8341. We value your membership and look forward to serving you in the future.

• Initial Complaint

  Date:02/20/2025

  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 informed that I had a 2nd return payment on my car. I’ve been working with a girl named Nico on my payments and figuring out how to get a payment in since I am severely past due and then on today as I was speaking with her about to give her a payment to replace the payment that was returned, she gives the phone to some so-called supervisor by the name of Scott Michaels when he got on the phone, he had an instant and immediate attitude problem. He was not friendly. He was not kind in anyway he proceeded to tell me about what other companies wouldn’t do with regards to past due payments and the whole experience was was terrible at the least Nico has been kind and sweet the entire time with working with me, but then this Scott Michael’s takes over the call for what reason I don’t know when literally I pulled out my card and started to give her the information to make the payment and then he stops her from taking my payment. then Nico lies and says I’m just working w/ my manager to see what we can do for you, but that is not what they were doing at all. He basically got on the phone to try to strong arm me into making two payments when I said I could make at least one. There’s no reason why they couldn’t have accepted the one payment and then give me the time to make the second one as I had already told Nico I would be in touch to let her know when I got paid that I can make that second payment so then I ask him well. How much more time can you give me and he tells me he can give me like one day then he extended it to like Monday I just don’t appreciate how I’m being handled in this situation. I’ve already said to them that I’m having financial hardship. I’m on FMLA. I’ve been on FMLA for a long time at this point and I do not have the same income coming in, but there’s no excuse for the rudeness from Scott Michaels and the lies with regard to Nico and this manager so-called working on something to see how they can help me when that wasn’t the case at all.

  

  Business Response

  Date: 02/24/2025

  Thank you for sharing your experience, Nitascha. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team reached out via phone and spoke with you about details. If you would like to speak to someone about your account, please reach out to the manager or send us a private message using our secure Messaging Cente* ********************************t or call our Member Contact Center at 520-794-8341. We value your membership and look forward to serving you in the future.

  Customer Answer

  Date: 02/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22968284, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Nitascha Mitchell
  
  
  
   
  

• Initial Complaint

  Date:02/13/2025

  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.

  Jan 22, 25 Tried to make a payment left phone number never received a call back.
  Jan 7 & 11th Recording consistently says they have a high volume of calls and puts you on hold for 20 minutes of longer. A phone call center answers and because I am trying to make a payment towards the principal they say that I need to leave my number and someone will call me. I have received two phone call returns both times I was in a meeting and was not able to take a call. So now I have to start the process again and hope I am available when they call.
  
  Previously, I was told by a representative that any payment over the payment amount would go toward the principal. After paying 300 extra dollars over the payment amount for several months, I found out that the extra amount did not go toward the principal. I was told I had to open up an account with them-online and pay through my savings account. Once I did that -the app didn't work to make any payments so I started calling to make payments on the principal and I used my bill pay to make my regular payments. I've been trying to make a payment on the principal starting Jan 22nd. It seems they are making it difficult to make these payments which causes me not to reduce my interest which is compounding daily-I'm sure. I've never had this much difficulty trying to make payments on a loan. This procedure needs to be changed to HELP people not hinder them from getting out of debt.

  

  Business Response

  Date: 02/18/2025

  Thank you for sharing your experience, Patricia. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team reached out via phone and assisted you with your account. If you would like to speak to someone about your account, please send us a private message using our secure Messaging Center ********************************* or call our Member Contact Center at 520-794-8341. We value your membership and look forward to serving you in the future.

• Initial Complaint

  Date:02/04/2025

  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 had an auto loan with HFCU since 2017. Due to financial hardships I have often fallen behind, & thru communication, was able to resolve the issues FAIRLY easily. I have entered into at least 3 loan extensions with them that allow for lower payments for a certain period of time to alleviate excess burden, but still be paying toward the loan. Over this 7 year period, 11 separate collection reps and supervisors have contacted me via email & phone regarding my account. They give the amount owed and I make arrangements to pay it. During my last loan extension agreement my temporary payment was to be $65/month & I set it up on auto pay. Once the agreement ended, the $65 continued to be debited from my account. Upon contacting the CU and having a 2 hr phone conversation where I explained I have never been able to access my online banking, a CSR told me (9/9/24) that was the only way to stop the autopay & was not able to help me get back in to my online account. I then forgot about it for a while. Last month I get the "call" & was told I owed $966. I paid $800. Today I call to pay my regular payment due on the 4th and the remaining $166 & was met w/"You owe $888. My normal payment is $322.16. Add $166 & that's $488 & change. I ask where the other $ is coming from & am told it is a combination of "late" & "ISF" fees. In the 7 yrs & 11 individuals I have spoken with, not one has mentioned me owing anything other than the car payment amount. Where did they come from & how is this just being noticed? They also erroneously repossessed my vehicle in 2021 after I signed a loan extension. They're impossible to get a hold of on the phone, they don't keep proper documentation or record phone conversations & I have zero access to my loan origination, loan extension documents or any communication from them other than emails I saved about making payments or payment receipts. My account has changed hands so many times, there are probably even more mistakes. I am demanding answers.

  

  Business Response

  Date: 02/07/2025

  Thank you for sharing your experience, Jennifer. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team reached out via phone, left a voicemail with information about your account, and emailed you with details. They followed up again by phone. If you would like to speak to someone about your account, please send us a private message using our secure ********* ****** ********************************* ** **** *** ****** ******* ****** ** ************* We value your membership and look forward to serving you in the future.