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:08/06/2023

  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 SIGNED UP ONLINE TO PAY BILL ONLINE WHICH WAS VERY DIFFICULT I HAD TO TEST BOTH BANKS. I COULDNT EVEN DEPOSIT ANYTHING INTO THE HUGHES FEDERAL CREDIT UNION TO PAY MY CAR LOAN. THEREFORE, WAS NOT ABLE TO PAY MY CAR LOAN BILL ONLINE SO I PAID IT WITH Hughes FED.CRED.UNION PHONE NUMBER AND I GOT THEM TO TEXT ME. now TODAY 8/6/2023 I COULDN'T FIND MY PASSWORD AND TRIED TO SIGN IN ONLINE WITH MY ACCOUNT NUMBER AND THEY CAN'T FIND ME, Hughes , DOESN'T KNOW WHO I AM SO I COULDNT RESET MY PASSWORD, I RECEIVED NO EMAIL-BUT BOTH OF MY BANK ACCOUNTS ARE LINKED WITH HUGHES!!! I TREID TO PAY MY CAR LOAN BILL FOR MY 2019 FORD VIA PHONE AND HUGHES CAN'T FIND MY ACCOUNT NUMBER!!!!!!!! { I HAD WORKED IN COMMUNITY SERVICES FOR 19 YEARS AND I KNEW WHO MY CLIENTS WERE AND HAD THEIR INFORMATION IN THE COMPUTER!!!! NOW MY BILL MAY BE COUNTED AS LATE BECAUSE ALL OF MY INFOPRMATION DISAPPEARED??? WITH HUGHES FEDERAL CREDIT UNION???!!!!!}

  

  Business Response

  Date: 08/08/2023

  Thank you for sharing your experience, Ms. Harlow. We value all feedback as it helps us improve our members’ experience. At Hughes Federal Credit Union, we pride ourselves in providing excellent member service, and we apologize that this was not your experience. Several members of our team have been in contact with you to offer a resolution. We would like to take this opportunity to apologize the outcome did not meet your expectation. Please call our Member Contact Center at ************ or send us a private message using our secure Messaging Center ********************************* if you would like further assistance. 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:06/10/2023

  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 purchased my vehicle on 4/19/20 I put 2k down everything was fine then a week later dealer calls and says bank is requesting another 1k and told me they will take car back if I don’t ! so I scraped up what little I could and gave it to them well 3-4 months in I realized it’s payment was too high and I was gonna have problems so I called to try and see what could be done and was told to bad try to trade it in they knew I couldn’t they were charging 20k more than what it was worth they then proceeded to Harass me about making payments on time through the whole 3 years before they lied and told me they would do a loan extension which I filled out and they tossed because they wanted my address for repo after I explained to them I could not give them 2000 right away cause it would put me In further hardship I offered up making a 572 payment for every week that month wasn’t good enough so they repoed it but refuse to tell me where it was for 4 days with all my tools and ppe now locked in the truck I couldn’t now work for a whole week because their lack of care so they forced $2k out of me to get truck back putting me in the red but further damaged it by preventing me from working all week which is another $1k so now $3k behind also they moved my pay date so it went from end of month to the first of the month further putting more on me than I can afford then came and repoed it again 4 weeks later so now I can’t get in any vehicle because 2 repos in les than 3 months on the same car

  

  Business Response

  Date: 06/12/2023

  Thank you for sharing your experience, Mr. Deutsch. 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.

  Customer Answer

  Date: 06/14/2023

  I mean what resolution did we come to other than what I have been told we need to talk to bell ford and figure out what I l/us we paid 40,000 dollars for $28,000 truck

  

  Business Response

  Date: 06/22/2023

  We are sorry that the resolution did not meet your expectations. Our members and their needs are critical to us. A member of our management team reached out to talk about your concerns. 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 **********************************

• Initial Complaint

  Date:03/27/2023

  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.

  In april of last year I lost my card ended in 1981 and attempted to contact you all to get this resolved. I was told i would be receiving a replacement card so i can continue to pay my bill at the 6.5 interest rate. On and off over the past year i have attempted to get this resolved and have not had any benefit from it what so ever. Due to the missing card my balance added up. My sign on interest rate was gone and multiple impacts on my credit report.
  
  I would like the following resolutions.
  -My interest rate to be restored to the original term of 6.5%
  -All interest occurred from time of change to now prorated back and refunded
  -and my credit report updated and all delinquent filings removed.
  
  This is all been an issue caused by you all and i will not settle for being bullied.

  

  Business Response

  Date: 03/29/2023

  Thank you for sharing your experience, Mr. *****. 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: 04/03/2023

  Hey Everything is being worked out but i did not get the email i was promised or cannot find it in my email, with the Ops manager information and as well need to put in for my replacement credit card. 

  

  Business Response

  Date: 04/07/2023

  Thank you for reaching out, Mr. *****. The email you're referring to was sent on 3/29 at 12:59 PM, please check spam or junk mail. The Operations Manager attempted to reach you and left a voicemail on Monday, 4/3/2023 at 10:17 AM. For additional questions or concerns please reach out at ************ or send us a secure message by visiting our Messaging Center at *********************************. Thank you. 

• Initial Complaint

  Date:02/25/2023

  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.

  In October of 2022 I fell into an extreme financial hardship. I went 4 months without any type of income. I contacted customer service to see about changing the due date for my auto loan. I also looked into a possible deferment. I was advised that there were no options to assist me. In 4 months, I still had barely enough money to live on. This month February 2023 I am get back on track Financially and trying to get caught up on my auto loan payments. The issue I have is that I am being denied to opportunity to make my payments. I have tried online, I no access. I have tried paying cash in the branch several times to be told that the payment can't be processed. I feel like Hughes would rather try to repose my vehicle than accept the money that I owe by blocking me from making any type of payment. All I am asking is that I be allowed to pay the back money I owe so I can get my account back on track.

  

  Business Response

  Date: 03/01/2023

  We appreciate that you brought your experience to our attention, *****. 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 at Hughes pride ourselves on providing excellent member service and making a positive difference in our members' financial lives. We are sorry we fell short of that expectation. We are grateful for your membership and look forward to serving you in the future.

• Initial Complaint

  Date:02/10/2023

  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.

  Hughes continue to charge me extra money for not having insurance and I have always had insurance. They continue to show my payments late and their system delays credit my my account. I have request them not to report negative to my report but they have .

  

  Business Response

  Date: 02/13/2023

  Dear Mr. *******,
  We’re sorry to hear about your experience.  Please know
  that we value all feedback as it helps us improve our members’
  experience.  A member of Management has reached out to resolve your issue. 
  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 ********************************* . Thank you!

• Initial Complaint

  Date:01/15/2023

  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 spoke with this company about a 30 day late payment on my credit and I keep getting the run around to submit my credit report and etc. my payment was not late I submitted my payment and due to the holidays I don’t know what happen on there end I need this 30 day late fee off my report

  

  Business Response

  Date: 01/20/2023

  Thank you for sharing your experience, Ms. *********. 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:12/14/2022

  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 originally contacted hughes for a deferral on both my auto loans on August 18th. I ended up having to call again on Aug 25th due to them “ not receiving” the paperwork even though I got email confirmation. *********** contacted me on October 29th telling me my car is several months late. I called her immediately, and she informed me that there was an error on their side and only did the paper work for 1 of the 2 loans. She proceeded to resend me the paper work to get this corrected and will have her supervisor to follow up with me to make sure this is corrected and remove the derogatory marks off my credit report that were due to their error. I kept her on the recorded line and she confirmed for me that she received everything needed. She then contacted me on December 3rd with the same message and sending physical collection agents to my home. She told me the same thing that there was an error on their side not realizing we already spoke and she didn’t process anything from our first conversation. She once again said her supervisor would contacted me and I never heard back. The issue is still not resolved as well.

  

  Business Response

  Date: 12/20/2022

  We appreciate the
  time you took to leave a review, Mr. *****. We value all feedback as it helps
  us improve our members’ experience, and we apologize for any inconvenience. A
  member of our management team has reached out to address your concerns and
  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:11/16/2022

  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.

  My problem is I have now been trying to pay my loan off for 3 months. The first time we called in for the final payoff they told us to pay $30,000, So we did. A couple weeks later I called in and asked Hughes what my title status is and when can I expect it. They then mentioned that I still owed $3000 for the loan. I said this seems like a scam because your account rep said it was only $30,000 for the final payoff money transfer. After researching the amount we paid the final amount. A few more weeks go by and I asked again… where is my title. They then informed me that since I didn’t provide a updated proof of full coverage insurance they are charging me for their insurance of $165… We have sent them proof of our full coverage insurance a couple weeks ago and still cannot get my title from them… I refuse to pay for their stuff they force on my and they are in possession of a $50,000 title that belongs to me… I want a refund and compensation for my time and trouble waiting.

  

  Business Response

  Date: 11/16/2022

  We appreciate the time you took to leave a review, Mr.
  ******. We value all feedback as it helps us improve our members’ experience,
  and we apologize for any inconvenience. A member of our team has reached out to
  address your concerns. If you need further assistance, please call our member Contact Center at ************ or send us a private message using our secure
  messaging center https://www.hughesfcu.org/contact.
  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.

  

  Business Response

  Date: 12/07/2022

  We appreciate the time you took to leave a review, Mr. ******. We value all feedback as it helps us improve our members’ experience, and we apologize for any inconvenience. A member of our team has reached out to address your concerns. If you need further assistance, please call our Member Contact Center at ************ or send us a private message using our secure messaging center https://www.hughesfcu.org/contact. 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:10/18/2022

  Type:Order 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 over nighted a chasiers check in the amout of $1400. I placed numerios calls and messages to ****** who is handeling my account which i didnt receive a call back. I was finally able to get a hold of her on friday 10/14/22 close to 5:00. She did not receive the check even though it had been sighed for. She told me she would look into it and get back to me. I had called and left messages again 10/17 and 10/18 with no call back. I really need to know if the check was found and applied to my account. I have had numerous issues with the back no receiving my payments before.

  

  Business Response

  Date: 10/19/2022

  Hello Ms. ******, thank you for your review and we apologize
  for any inconvenience. We value all feedback as it helps us improve our
  members' experience. A member of our team has reached out to address your
  concerns. If you need further assistance, please call our member contact center
  at ************ or send us a private message using our secure messaging center https://www.hughesfcu.org/contact.
  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:09/29/2022

  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 accepted a loan in August 2018 for a 2015 Masarati. The finance amount was $34000. On September 2022 , I saw my balance and it is the same amount . Hughes has illegally not credited any of my payments originally paid for the Masarati , added additional charges and other loans which has dissmissed all previous payments and equity established with my Masarati. This is theft and issue must be resolved .

  

  Business Response

  Date: 09/30/2022

  Good morning Mr. ******** thank you for your review and for your comments and we apologize for any inconvenience. We value all feedback as it helps us improve our members' experience. A member of our management team has reached out to address your concerns and provide documentation regarding the complaint. 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 https://www.hughesfcu.org/contact. 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.