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:12/13/2024

  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.

  On 12/12/2024, I contacted Hughes Federal Credit Union in regards to settling an outstanding balance. I was transferred to a representative who did not answer. I left a voicemail, in which he returned my call. I explained my hardship to him, why I had fallen behind, and if anything could be done to either lower the payment or settle the balance at a lessor amount. He told me that credit cards are the only product they do not offer assistance with and that if I do not make a full monthly payment, he threatened to add the remaining balance to my car loan which has already been paid off. I said I do not want to, nor can I do do that, but he said, and I quote "it doesn't matter what I want to do". He said that if I didn't make the transfer while on the phone with him, that he would see to it that it happens in 10 days. I said thanks for the information and to have a good day. A few hours later, I received notification that Hughes pulled my credit, which created a hard inquiry. I never ever gave my consent for them to pull credit, nor was there a reason for them to pull it. I called to speak with the manager on 12/13/2024 to discuss this manner, but I was routed to their voicemail. I left a message, but have no received a call back. This is a very concerning matter because bot only did this negativity effect my credit, but it seems as if the representative pulled my credit in retaliation to me not doing what he told me to do. Something needs to be done to rectify this manner.

  

  Business Response

  Date: 12/19/2024

  Thank you for sharing your experience, Kendra. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team reached out and worked with you to reach a resolution. If you would like to speak to someone about your account, please send us a private message using our secure Messaging Center ********************************* ** **** *** ****** ******* ****** ** ************* ** ***** **** ********** *** **** ******* ** ******* *** ** *** *******
  

• Initial Complaint

  Date:12/11/2024

  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.

  I had a car loan with this credit union and it was paid in full on 11/21/24 I have requested my title release letter and they told me it went in the mail after 7days but when I called them they said they knew nothing about it this credit union has a bad reputation with making sure people receive their title after they have paid off their vehicle just check the reviews on google I am requesting that you contact them in this matter to see when or if they have mailed it.

  

  Business Response

  Date: 12/17/2024

  Thank you for sharing your experience, Ms. Tomlin. 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 confirmed the date that your documents were mailed. They followed up yesterday to make sure you received your documents. 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:12/02/2024

  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.

  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against Hughes Federal Credit Union regarding a series of unresolved issues with my account that have persisted for over a year. Despite multiple attempts to address these concerns directly with the credit union, they remain unresolved, and I believe the organization’s handling of the matter has been unacceptable and unprofessional.
  
  The issue stems from refunds and specific charges that were not properly credited to my account. According to my records and the attached screenshot, I am owed a total of $535 in credits that have yet to be applied. I brought this discrepancy to the attention of Hughes FCU on several occasions. However, rather than resolving the matter, the manager offset the charges without providing a clear explanation. Moreover, she has refused to communicate with me further, ignoring my calls and inquiries.
  
  I feel that this behavior demonstrates a lack of accountability and transparency on Hughes FCU’s part. I am now being asked to pay more money as a result of their failure to accurately manage my account. This is deeply concerning and feels deliberately exploitative.
  
  I am requesting the BBB’s assistance in ensuring Hughes Federal Credit Union:
  1. Properly investigates the discrepancies in my account.
  2. Credits the $535 owed to me.
  3. Provides clear communication and documentation regarding their actions.
  
  I have attached supporting documentation for your review. I trust that your organization will take this matter seriously and help facilitate a resolution.
  
  Thank you for your time and assistance. I look forward to your response.

  

  Business Response

  Date: 12/04/2024

  Thank you for sharing your experience, Richard. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team spoke to you over the phone and will send you a follow-up letter with details. If you would like to speak to someone further about your account, please send us a private message using our secure Messaging Center ********************************* ** **** *** ****** ******* ****** ** ************* ** ***** **** ********** *** **** ******* ** ******* *** ** *** *******

• Initial Complaint

  Date:11/19/2024

  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.

  I reached out to the HCFU line and made my payment per usual. There was an issue with banking on THEIR end. I am never late on the account.
  
  I offered to make full payment and set up recurring payments with my debit---which I never do. Frankie---emailed text me and was very rude and unprofessional---and a typical bill collector. I will keep entering issues until I hear from someone at your Corporate Office and I will reach out on social media as well.

  

  Business Response

  Date: 11/21/2024

  Thank you for sharing your experience, Julie. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our executive team 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:10/23/2024

  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 an IRA CD at this credit union maturing on Nov 5, 2024. I don’t wish to renew it which is the default action. I want to have this placed in a regular IRA savings account so I can transfer this to another institution. However I don’t have a regular IRA account to transfer it to so I need to open one up. I talked to a manager that said she would send me the paperwork for this but has not done so. I get the runaround and have spent several hours of my time on this transaction to no avail. I need this business to cooperate with normal business transactions.

  

  Business Response

  Date: 10/23/2024

  Thank you for sharing your experience, Richard. We strive to provide exceptional service and are sorry we fell short of that expectation. Per your request, our team has emailed you the necessary documents and followed up with details. For further inquiries, 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.

  Customer Answer

  Date: 10/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22462276, 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,
  
  
  
  Richard Vandyk
  
  
  
   
  

• Initial Complaint

  Date:10/17/2024

  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.

  I have tried to pay my car payment multiple times and have not gotten a resolution. I call the same number I have paid the payment on multiple times and they will not take the payment and then say they have to transfer me to customer service. I wait for an hour at a time and then get hung up on by customer service. I asked for a supervisor multiple times and they will not take the payment either and say they have to transfer me to customer service putting me in a continuous loop. I want to pay my vehicle payment so my car does not get repossessed. My car is over 30 days late currently and I want to catch it up. I have called for several weeks and keep having the same issue when I call. The most recent agent Leph 32723 said they were going to transfer me to a supervisor Tonya 63418 stated they cannot take the payment, they have taken the payment many times in this department and are sayin its not flagged for servicing in this department. False information, Hughes Michele 34038. Lupita teller number 2352 was extremely rude to me. Argued with me and when I asked for her to take my payment she hung up on me. I have tried to I have called over 8 times to pay my car payment and Hughes refuses to take the payment. I want a supervisor or someone with a higher rank to call me and take the payment or just a person that can. I did not use vulgar language and there is no reason a should be hung up on after asking for a supervisor on an issue that keeps happening. I am at a loss and have no idea how to proceed now I would appreciate a resolution from Hughes. I have never tried to hard to pay a car payment in my life.

  

  Business Response

  Date: 10/21/2024

  Thank you for sharing your experience, Brett. 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 and emailed you with details. 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:10/09/2024

  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.

  see Attached document

  

  Business Response

  Date: 10/16/2024

  Thank you for sharing your experience, James. 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 further questions, please use the manager's direct number or 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:10/08/2024

  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.

  Collection department is purposely trying to put my account into default. *** **** ** ***** ******** ************** She is in the collections department. She emailed me back to set up a payment plan after leaving awful voicemails also leaving letters on my house front door. She screened my calls until my husband had to call from his phone after I tried called 7 times in a row. Once she heard my voice behavior became awful and she, “stated I am not taking your payment and and if you don’t have the past due in full I will not accept anything and call back when you have a better attitude, I had responded I am trying to work with you and you are purposely trying to put my account into collections because you are screening my calls. I asked to speak to the manager and she stated, “ I will have him call you back when he is free” and she hung up on me. There is much much more Lidia had stated. This banking I institution is just awful and a step up from an organized crime. I feel violated that they would send someone to my house.

  

  Business Response

  Date: 10/10/2024

  Thank you for sharing your experience, Genevieve. 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 worked with you to find a resolution. If you would like to speak to someone further 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.

  Customer Answer

  Date: 10/13/2024

  I want Lidia Jauregui (Collection Rep) to be retrained in customer service skills and/or internally reprimanded by the company for causing such a detriment to paying back a bill. She refused to accept payment or work with me. She must be doing this with other customers. She must be either fired or moved to a non-customer service position. 

  

  Business Response

  Date: 10/16/2024

  Thank you for sharing your concern, Genevieve. A member of our management team reached out and left a voicemail. We value your feedback and your membership.

• Initial Complaint

  Date:10/07/2024

  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.

  Dear Better Business Bureau,
  
  I am submitting a formal complaint against Hughes Federal Credit Union concerning an unresolved duplicate payment for my car loan. Despite multiple attempts to resolve this directly, the credit union has not refunded the overpayment.
  
  Issue Summary:
  Incident Date: October 1, 2024
  Issue: Two payments were mistakenly deducted from my account for the same loan period.
  Payment 1: $642.93, posted on October 1, 2024 (SWBC PAYMENT)
  Payment 2: $647.88, posted on October 3, 2024 (USAA Federal SavA2A XFER)
  These payments were both processed, as shown by my attached bank records.
  
  Attempts to Resolve:
  October 1, 2024: I notified Hughes about the double payment and requested a refund.
  October 1, 2024 (Response): Hughes confirmed only one payment had posted and said a refund would follow once the second payment posted.
  October 3, 2024: I informed Hughes that both payments had posted and requested the refund again.
  October 3, 2024 (Response): Hughes incorrectly claimed their system only showed one payment. Despite providing proof, no refund has been issued.
  Desired Outcome:
  I request a refund of $647.88 for the duplicate payment. I also seek confirmation that this refund will be processed immediately and that Hughes will review their procedures to avoid similar issues in the future.
  
  Why I Am Filing This Complaint:
  Despite clear communication and documentation, Hughes Federal Credit Union has failed to issue the refund. This delay has caused inconvenience and frustration, and their lack of responsiveness is unacceptable.
  
  I would appreciate your assistance in ensuring this matter is resolved and the refund is issued.
  
  Sincerely,
  Michael Echavarria

  

  Business Response

  Date: 10/08/2024

  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 spoke to you over the phone and worked through your situation. If you would like to speak to someone about your account, please send us a private message using our secure Messaging Center ********************************* ** **** *** ****** ******* ****** ** ************* ** ***** **** ********** *** **** ******* ** ******* *** ** *** *******

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  

  I have reviewed the response provided by the business regarding complaint ID 22389124 and find the proposed resolution satisfactory. The issue has been resolved, and I now consider this complaint closed.
  

  Thank you,
  

  Michael Echavarria

• Initial Complaint

  Date:09/20/2024

  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.

  Hi! I refinanced last year with this company and my starting amount was 30,000 and it’s still at 30,000 that’s not normal!!

  

  Business Response

  Date: 09/23/2024

  Thank you for sharing your experience, Natasha. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team 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 ********************************* ** **** *** ****** ******* ****** ** ************* We value your membership and look forward to serving you in the future.