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Business Profile

Credit Union

Hughes Federal Credit Union
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Hughes Federal Credit Union has 7 locations, listed below.

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    Customer Complaints Summary

    • 64 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I never had an issues with Hughes FCU until I came to Arizona.
      Horrendous experience and not proper business followed.
      I want my credit and account to be rectified immediately.
      This location has pulled my credit, not once, BUT THREE TIMES without my consent.
      I was originally informed that these would be removed in 30 days, from the first time it was pulled in May 2024. It is still on my credit and we’re in August 2024. Not to mention another employee without authorization, nor proper protocol, or care pulled my credit two more times, when I was informed that my credit would not be pulled once again.

      These conversations have been formulated between this location and the collections department: Scott Michaels and manager Manny Urquidez.

      The loss mitigation department rep Tanner, pulled my credit twice without following proper protocol and did not have the authorization to do so. Additionally, pulled it twice within a 5 day period.

      This is unacceptable.
      I am resuming payment 8/7/2024 and that was the verbal and contract agreement between myself and HFCU.

      I want this rectified- the three credit pulls need to be handled with expedition and removed asap;
      May 2024
      June 27 2024
      August 2 2024

      My credit dropped an additional 24 points today because of the credit pull from today 8/2/2024!

      In MAY 2024, Hughes did not follow are agreement and placed my loan in dilequency. I have never been in delinquent status! I signed a documents stating we were confirmed on a deferment and extension! This DILEQIENCY needs to be removed asap.

      Four times by the Arizona location needs to rectified and handled with time urgency- this company has decreased my credit by 120 points! This is my credit and financial livelihood and to be taken seriously.

      Should these four items not be removed, I will forced to exercise my legal rights.

      Business Response

      Date: 08/05/2024

      Thank you for sharing your experience, Ashley. We value all feedback as it helps us improve our members’ 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 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 appreciate that you are a member of Hughes Federal Credit Union; we value your membership and look forward to serving you in the future.

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      All I’m trying to do is change my bank routing number and account number in auto pay. I have been sent back and forth to different places.

      Business Response

      Date: 07/24/2024

      Thank you for sharing your experience, Tawn. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team spoke to you via phone and assisted you with your account. If you have further questions, please send us a private message using our secure Messaging Center ********************************* or call our Member Contact Center at 520-794-8341. We appreciate that you are a member of Hughes Federal Credit Union; we value your membership and look forward to serving you in the future.

      Customer Answer

      Date: 07/24/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22026918, 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,



      Tawn Macdonald



       

    • Initial Complaint

      Date:07/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Discovered that Hughes has been charging me $75-$90 per month for YEARS, for supposed *collision* insurance. I have not had a lapse in my full coverage insurance in decades. This is straight up theft and is simply unbelievable. So for years, this has come out of payment, compounding my interest and stealing money that should have gone to the principal.

      Hughes should reimburse me for this unrequested and frankly unneeded coverage.

      Business Response

      Date: 07/23/2024

      Thank you for sharing your experience, Jeremy. We strive to provide exceptional service and are sorry we fell short of that expectation. A member of our management team spoke to you via phone and is working through a resolution with you. If you would like to speak to someone else about your account, please send us a private message using our secure Messaging Center ********************************* ** **** *** ****** ******* ****** ** ************ We appreciate that you are a member of Hughes Federal Credit Union; we value your membership and look forward to serving you in the future.

      Customer Answer

      Date: 07/26/2024

      missed one month of insurance placed after I traded the car in. Applied to a paid off loan with no understanding of how I will receive the refund. Applied a late payment to my credit after 7 calls with Hughes advising I had traded the car in. Credit was dropped 109 points in a single day, ruining my real estate deal for a rental. Unreal. Please advise. 

      Business Response

      Date: 07/31/2024

      Thank you for reaching out, Jeremy. We are committed to resolving this issue with you. A member of our management team spoke with you on the phone about next steps. If you would like to follow up, feel free to send us a private message using our secure Messaging Center ********************************* ** **** *** ****** ******* ****** ** ************* We appreciate that you are a member of Hughes Federal Credit Union; we value your membership and look forward to serving you in the future.

    • Initial Complaint

      Date:07/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      False advertising, i applied for a auto loan an f was denied because of my credit score, but their add if you call says they handle all types of credit nomatter the score. I also verified this with a customer service representative before i applied for a loan.

      Business Response

      Date: 07/18/2024

      Thank you for sharing your experience, Nicholas. We value all feedback as it helps us improve our members’ 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 information about your account and his contact information. 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 appreciate that you are a member of Hughes Federal Credit Union; we value your membership and look forward to serving you in the future.

    • Initial Complaint

      Date:07/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 car loan with this company which I pay on the 11 th of every month on July 12th of this year they took two payments of 574.00 which was not owed or authorized by me I contacted them and they are giving me the run around about when my money will be returned to me I also filed a complaint with my bank this has happened before with external transfers the money was taken from my account but isn’t deducted from my car loan I’m asking you guys to help me get my money ?? back 574.00 is a lot of money I’m retired this situation caused a hardship for me

      Business Response

      Date: 07/16/2024

      Thank you for sharing your experience, Ms. Tomlin. We value all feedback as it helps us improve our members’ experience. 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 was able to assist with your account. If you need more information, please send us a private message using our secure Messaging Cente* ********************************* or call our Member Contact Center at 520-794-8341 We appreciate that you are a member of Hughes Federal Credit Union; we value your membership and look forward to serving you in the future.

    • Initial Complaint

      Date:07/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This account is inaccurate and still showing in my credit report. I've been disputing this account for a very long time now and no action was being made.

      Business Response

      Date: 07/11/2024

      Thank you for sharing your experience, Walter. We value all feedback as it helps us improve our members’ 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 information about your account. He will call back again to speak to you. 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 appreciate that you are a member of Hughes Federal Credit Union; we value your membership and look forward to serving you in the future.

      Customer Answer

      Date: 07/15/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 21942352, 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.

      There is no need to contact me through phone regarding with this matter.



      Regards,



      Walter Walls



       


    • Initial Complaint

      Date:06/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Fraudulent charges to my credit card on February 10, 2024. Reported to credit card company on February 21, 2024. There is still an amount pending despite continuous contact with Hughes. There is no timely returned calls or resolution.

      Business Response

      Date: 06/24/2024

      Thank you for sharing your experience, Christina. 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 current situation. She'll follow-up later this week with more information.

      If you have any concerns in the meantime, please send us a private message using our secure Messaging Cente* ********************************* ** **** *** ****** ******* ****** ** ************* We appreciate that you are a member of Hughes Federal Credit Union; we value your membership and look forward to serving you in the future.

    • Initial Complaint

      Date:04/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i am not liable for this debt with HUGHES FEDERAL CREDIT UN, I do not have a contract with Them and they did not provide me with the original contract as i requested

      Business Response

      Date: 04/26/2024

      Thank you for sharing your experience, Grace. We value all feedback as it helps us improve our members’ experiences. 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. 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:03/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The credit union canceled my check account and blamed me for fraudulent issues with my account. The credit union claimed that I was a valued member, but I didn't feel like a valued member after they got done with me. I felt like this credit union didn't care that I had been doing business with them for over 20 years. I was never treated like my business even mattered.

      Business Response

      Date: 03/19/2024

      Thank you for sharing your experience, Rebekah. We value all feedback as it helps us improve our members’ experience. We strive to provide exceptional service and we are sorry we fell short of that expectation. A member of our management team reached out and left you a voicemail. We are available to discuss your account with you.
      For further details or questions about your account, please send us a private message using our secure Messaging Center ********************************* or call our Member Contact Center at 520-794-8341.

    • Initial Complaint

      Date:03/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had issues with this bank for years, I’m given a hard to make payments on a loan their shared branching was always down or website/app. I just paid off the loan early and I was given a hard time paying that off was given multiple pay off amounts and had ok to send in 3 different check. Now to close the account it took over a month due to they kept switching my address without my consent. I am owed a check for my funds and it seems to be lost in the mail or never sent. I asked for proof it was sent and they will not provide I asked for the check to be reissued and I was told two weeks so I waited 3 and then I was told another 30 days

      Business Response

      Date: 03/15/2024

      Thank you for sharing your experience, *******. We value all feedback as it helps us improve our members’ experience. We strive to provide exceptional service and we are sorry we fell short of that expectation. A member of our management team got in touch with you and helped reach a resolution. For further details or questions about your account, please send us a private message using our secure Messaging Center ********************************* or call our Member Contact Center at *************

      Customer Answer

      Date: 03/18/2024

      I resolution was provided. I did receive a call that I had missed that was not from management from what I was told. I hope all calls are recorded. When I called back I was told they didn’t have notes on my account regarding the call. The voicemail left didn’t provide much information. To top it all off there wasn’t a resolution and I was told incorrect information by the same department by 4 different people gave me different answer and time lines to my issue

      Hughes has the worst customer service I have ever experienced with a bank/ credit union. Just a horrible experience and horrible credit union overall. And I don’t appreciate the lies about management calling me. 

       

      Business Response

      Date: 03/20/2024

      We appreciate your feedback, *******. If the initial resolution was not to your satisfaction, we would like to assist you in finding a solution. A member of our management team reached out to you again and left a voicemail. Please respond to the message or send us a private message using our secure Messaging Center: ********************************* or call us at *************

    Hughes Federal Credit Union is BBB Accredited.

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