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.

close

Find a Location

Hughes Federal Credit Union has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hughes Federal Credit Union

  971 W Wetmore Rd Tucson, AZ 85705-1551

  
• 

  Hughes Federal Credit Union

  951 E Hermans Rd Tucson, AZ 85756-9000

  
• 

  Hughes Federal Credit Union

  3131 E Speedway Blvd Tucson, AZ 85716-3931

  
• 

  Hughes Federal Credit Union

  7970 N Thornydale Rd Tucson, AZ 85741-1444

  
• 

  Hughes Federal Credit Union

  PO Box 11900 Tucson, AZ 85734-1900

  

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:03/05/2024

  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 have never been late on a payment for my auto loan. I called the line on 2.23.24 to ensure my payment was made for February, as I noticed no payment was recorded in December 2023....I was told by customer service not to make the payment as I had a refund, due to a charge from HFCU for insurance coverage, and I sent in proof I have never had a lapse in insurance coverage. However, I paid the $305.00 again yesterday. I contacted the call center yesterday and was placed (after 45 mins) with a Supervisor---******* ******** *** *****--she told me I missed a payment then transferred me again w out asking for permission.
  
  Very poor experience for a loyal paying customer. I need confirmation of the following; 1/a late fee has not been charged 2/no reporting occurs w my credit bureau....I taped the rudeness of the conversations. I would like an Executive to reach out to me as this experience is very poor.

  

  Business Response

  Date: 03/07/2024

  Thank you for sharing your experience, Julie. 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 via phone, left a voicemail with information about your account and emailed you with details. They followed up today by phone. 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 ************. 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:03/05/2024

  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.

  Due to losing my job in November, I am no longer in the position to afford the car payments I have for the loan loan I have through Hughes. Amazingly, my family member has leased a new vehicle for me and my children, so I no longer need the previous vehicle.
  
  I reached out to Hughes via their online messaging center on 02/25/24 to let them know I am voluntarily surrendering the vehicle back to them. I received no response to the message.
  
  On Feb 28, I called and was transferred all the way to someone in the collections department and I left a voicemail for them. No response back.
  
  On Monday 03/04, when I called again, they said there haven't been any updates to my account and that the hold times to reach Member Services/Collections are long due to high call volume.
  
  My apartment does not allow extra vehicles to be parked in the lot, so I had to move the vehicle to a local grocery store parking lot in order to avoid a tow. However, the car will likely be towed from the store parking lot due to being parked there for so long. If its towed, it would be very expensive to obtain the vehicle back, just to try to get it back over to Hughes.

  

  Business Response

  Date: 03/05/2024

  Thank you for sharing your experience, Shoshanna. We value all feedback as it helps us improve our members’ experience. A member of our management team spoke with you today, March 5th, and we are happy that you were able to come to a resolution. 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:03/05/2024

  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 have an open credit card loan with Hughes, I’m trying to pay off the full balance but there are missing credits from the total balance that is not being reflected to my total balance due unfortunately. I want to pay off my card but the total balance doesn’t recognize refunds, disputed credits that are due to the total balance. I’ve reached out numerous times to get this fixed and no responses were given, I don’t want to overpay what I owe. Attached are some examples of non communication

  

  Business Response

  Date: 03/06/2024

  Thank you for sharing your experience, Richard. We value all feedback as it helps us improve our members’ experience. Our records show that a manager has discussed a resolution with you. They will follow up with you to confirm and see if any additional information is needed. If you have further questions, 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:12/25/2023

  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.

  I worked hard to achive credit of 799 and I received a cold call fo r5.5% on my card from thr 10% from CarMAx. I said great I wil pay the same and they gave me an end date. Well Month after Month passed to return calls after 25 attemts saying I am done 6 years with your month off is JUL23/ I have 11 moe monts. They said we have a 10K sign on fee and you r NEW date in 11 months
  
  They hod this and they lied.

  

  Business Response

  Date: 12/27/2023

  Thank you for bringing this to our attention, Mr. Young. We value all feedback as it helps us improve our members' experience. A member of our management team has reached out to offer a resolution. If you need further assistance, please call our Member Contact Center at 520-794-8341 or 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:12/06/2023

  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.

  - on 12/6/2023 I got a credit notification stating I was past due on a credit card payment from hughes federal credit union.
  
  
  In AUgust 2023, I inquired on opening back up my credit card that was closed card ending in 3422 and hughes advised I cannot open a closed credit card however they can issue me a new one which they did and the past due balance will be added to the new card which it was. Since then I have still seen the remaining balance due on my account and I have reached out to a representative Jeremy Betts numerous times to which he never answered. To my knowledge this amount was closed and paid off and it was never communicated to me that it was still owed UNTIL this morning when I was blindsided that I was past due on this amount? I understand If I owe the money but I don't understand how as a company you tell me one then and then DON'T tell me when you do another. I'm trying to buy a house and my credit score is crucial right now and I have the evidence attached that shows that Hughes is lying, being fraudulent, and unprofessional in their dealings.

  

  Business Response

  Date: 12/08/2023

  We apologize for any inconvenience you may have experienced, Mr. Bernard. A member of our management team has reached out to offer a resolution. If you need further assistance, please get in touch with us at ********************************* or give us a call at 520-794-8341. We appreciate your business and look forward to serving you in the future.

  Customer Answer

  Date: 12/12/2023

  someone contacted me Thursday, said they would contact me by Monday. It’s now Tuesday, they had to look into things further. I don’t appreciate being lied too especially in these times where your company has messed up my credit score and is trying to double charge me money that was already paid now you want to charge me it again. Trust as I will be taking my banking elsewhere once this is resolved 

  

  Business Response

  Date: 12/13/2023

  We apologize for the inconvenience you experienced , Mr. Bernard. A member of our management team reached out to you as soon as we received your message. We hope the explanation and resolution was to your satisfaction. Again, we are sorry for the inconvenience. We value your business and look forward to serving you in the future.   

• Initial Complaint

  Date:11/27/2023

  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.

  I (Theitus Watkins) was sent a repossession letter, The letter does not provide a date, time,or place it is all left blank. I was determined to come get my belongings and repay my debt but my car was taken with no knowledge of this being a action phone calls to the number aren’t working and I was given 3 days until it’s planned to be sold (11/27/2023). I demand that this be taken off my credit report or my car be reinstated to me with all my belongings inside like my grandmother ashes in the window.

  

  Business Response

  Date: 11/29/2023

  Thank you for bringing this to our attention, Mr. Watkins. We value all feedback as it helps us improve our members' experience. A member of our management team has reached out to offer a resolution. If you need further assistance, please call our Member Contact Center at ************ or 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:11/01/2023

  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.

  I financed a truck through Hughes Federal Credit Union. I no longer own the truck nor have this loan. I wasn't told initially that I would have a checking account opened, but they opened one. I called to close my account and I was told that I have to go to Tucson, get a notary, and then go to the bank to close it out. I am unable to do that. Now, I get a letter in the mail saying because my account has been inactive, they will charge me $10 a month as long as it stays inactive. How is that okay? This is the only bank I have dealt with that tells you both to go all the way to their physical location to close an account and then will charge you for not using that. This is not okay and I wish to never ever do business with them.

  

  Business Response

  Date: 11/01/2023

  Thank you for sharing your experience, Mr. Wasson. We value all feedback as it helps us improve our members’ experience. We apologize for any inconvenience you may have experienced. A member of our management team has reached out to offer a resolution. If you need further assistance, please call our Member Contact Center at ************ or send us a private message using our secure Messaging Center ********************************** We appreciate your business and look forward to serving you in the future.

• Initial Complaint

  Date:10/28/2023

  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.

  I put in a request over a year ago to close my savings account with this bank after closing out my auto loan. This bank failed to close my savings account and now charged me an “inactive debt” which is utter b.s as I put in a request to close this account.

  

  Business Response

  Date: 10/30/2023

   We apologize for any inconvenience you may have experienced, Mr. McKnight. A member of our management team has reached out to offer a resolution. If you need further assistance, please get in touch with us at ********************************* ** **** ** * **** ** ************* We appreciate your business and look forward to serving you in the future.

• Initial Complaint

  Date:09/05/2023

  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.

  I was impacted by a terrible natural disaster in Florida resulting in a flood that caused my vehicle to be damaged as total loss the lien holder been compensated by my insurance and my gap insurance with my situation my lien holder is fuller aware that I am not able to pay on time due to financial issues that ended up having a huge effect since with flood. I was said to be late for my car payment after hearing that I asked for a loan extension which I received and filled out I work today and my account credit dropped 50 points and have been put as delinquent on my consumer report.

  

  Business Response

  Date: 09/06/2023

  Thank you for sharing your experience, Mr. Pierre. We value all feedback as it helps us improve our members’ experience. An executive team member has reached out to offer a resolution. We apologize that it did not meet your expectations. If you need further assistance, please call our Member Contact Center at 520-794-8341 or 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:08/31/2023

  Type:Product 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.

  Hughes Federal Credit Union financed a vehicle for me on 12/23/2022. When finishing paperwork for this loan I received a call from a HFCU representative to go over loan documents. During this conversation I was offered GAP coverage. The rep explained it could be canceled if the loan was paid early for a partial refund. On 8/28/2023 I paid said loan off and called on 8/31/2023 to inquire about a partial GAP insurance refund for the unused portion and was told it’s not refundable. I want Hughes to refund the unused portion of the GAP coverage I am not using. I am effectively paying for insurance I am gaining no benefit from. On top of this, I was told it was refundable, nor have I ever heard of GAP insurance that doesn’t refund an unused portion. I was also not provided with the GAP insurance contract prior to agreeing to accept it so I had to go off of what their representative told me.

  

  Business Response

  Date: 09/01/2023

  Thank you for sharing your experience, *** ****. We value all feedback as it helps us improve our members’ experience. A member of our management team has reached out to offer a resolution. If you need further assistance, please call our Member Contact Center at ************ or 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: 09/05/2023

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