Complaints
This profile includes complaints for Tucson Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/12/2025
Type: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.
BBB Serving **************** May 12, 2025 I am writing to express the unacceptable service as a customer of the **********************. In late November and early December 2024, I requested that my statements on my car loan be emailed to my attention, instead of mailing a hard copy to avoid monthly statement charges like the one on the attached document. Ive been assured various times by the customer service on the phone and chat services that this matter was corrected. Unfortunately, this unfair practice of charging me continues, when Ive fully provided the Tucson Federal Credit Union with the requested information on multiple occasions on the phone. With assistance from the Better Business Bureau and the Tucson Federal Credit, Im confident this matter can be resolved. Furthermore, I am seeking a full refund of any charges on my account regarding statement charges like the one indicated on the attached document(i.e. $2.00). If you have any questions or require additional information, please get in touch with me at the address above or by email at ************************* Thank you for your assistance concerning this important matter.Sincerely,***** ****** H. ***** ****** IIIInitial Complaint
Date:01/08/2025
Type: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.
** ***** ****** *** ** * ********* *** ******* ** ***** *************************
BBB Serving Southern Arizona January 8, 2025
120 Stone Ave Ste 200
Tucson, Arizona 85701
I am writing to express the unacceptable services as a customer that I received with Tucson Federal Credit Tracking Insurance Center. I have submitted the required documentation several times to the financial institution concerning my insurance coverage. However, I keep getting messages from the credit union that the documentation is hard to read. Furthermore, the credit union wants me to purchase their insurance plan instead (see the attached documentation).
Your assistance concerning this matter is certainly needed and appreciated. If you have any questions or require additional information, please contact me at the address above or by email a* ************************* Thank you.
Sincerely,
James Little
H. James Little III
Business Response
Date: 01/09/2025
We appreciate the opportunity to address this concern. After speaking with the member and insurance company, we were able to confirm there was no lapse in insurance coverage. We are updating his account to reflect this and consider the matter resolved.Initial Complaint
Date:05/21/2024
Type: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.
My account was compromised and I got a call from TFCU while on vacation (4/13/24) to let me know. I then filed a dispute to which I answered one of the questions incorrectly as i misunderstood the question so my dispute was denied. I then resubmitted my dispute and it was approved in my favor on 4/22/24. I never received the temporary credit nor the permanent credit for my approved case. I called numerous times to follow up regarding where my $636 was. I made an appointment at the local branch on mission to which I was told they can’t do anything. After a ton of back and fourth TFCU denied my fraud claim stating it was found valid. I have been back and fourth with the fraud team and local branch and still have no resolution. I was told I’d have an answer to my escalation on 5/20/24 and as of today I have no answer if my case is in fact approved or denied. I spoke to a supervisor on the fraud side today who has reached out to the escalation team and hasn’t gotten a response from them. At this point there is no eta on when I will get a for sure response from TFCU and can’t speak to anyone higher regarding this issue as all I get is the run around. Very disappointedBusiness Response
Date: 05/22/2024
After further review of the situation, we have refunded the full amount to the member. We apologize for the delay in resolution and appreciate you bringing it to our attention and allowing us the opportunity to make it right.Customer Answer
Date: 05/23/2024
Hello,I was contacted yesterday by Heidi from TFCU and she was able to correct my account and adjusted accordingly. Please close this complaint.Thank you,Kimberly PicassoInitial Complaint
Date:05/08/2024
Type: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 a car loan through Tucson Federal Credit Union, and I was recently in a car accident. After the accident, I found out that due to me missing insursnce for a month TFCU charged me for a year of car insurance. I have always had Geico except for that one month, so I sent in all the evidence and documentation of my insurance to Tucson Federal Credit Union. They responded that they are going to charge me 192 dollars for the month missing and credit me 800 dollars for the 11 months they charged me. I am confused why there are inconsistencies in the numbers, because if you multiply 192 by 11 months it is over 2000 dollars. My insurance has already paid them out when TFCU reported to them the wrong information owed, basically stealing my money. ************* *** ***) and I have tried many times to speak to someone and it is basically impossible and like playing ring around the rosie.Business Response
Date: 05/09/2024
After thoroughly reviewing the situation, we’ve determined that Ms. Steffon experienced a lapse in her insurance coverage, necessitating the addition of Collateral Protection Insurance (CPI) to her loan. CPI insurance involves an upfront charge for the annual premium, which is prorated monthly based on the vehicle's value. We've made multiple attempts to contact Ms. Steffon to discuss this matter, but unfortunately, we have not received any response to our calls. Based on our review, the charges have been applied correctly, and we consider this matter resolved.Initial Complaint
Date:03/11/2024
Type: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 August of 2023, TFCU has repeatedly ignored my requests to discuss hardship options to avoid foreclosure on my home. Prior to this I experienced multiple documented events that are frequently seen as valid reasons for granting hardship (separation, being the victim of an assault, and struggling with severe symptoms of PTSD as a result of all these events). Now they are using the conditions that accumulated after denying my request to discuss options in August as the reason for the denial. My understanding is that while a mortgage company may not be required to provide any specific hardship assistance depending on the type of mortgage, they are still required to engage in the discussion, which did not occur. Instead, when I have been in contact with their staff throughout this period I have been given threats and ultimatum to pay up or face foreclosure. My requests for more information are frequently either completely disregarded or the most vague response is given such that I cannot actually have the info i need to protect myself and have to repeatedly rephrase my questions to get to the fundamental details (if that ever even happens). I believe their handling of this is, at best, unethical, but likely also illegal. Of course, they know they have the upper hand in that regard since I clearly don't have the resources to defend myself by hiring a lawyer.i suspect they have also considered that the value of my property has gone up since the home was purchased and they stand to benefit from foreclosing on it, whatever that does to me personally.Business Response
Date: 03/13/2024
After thoroughly exploring all available options
within our parameters to assist, none were feasible as the member was unable to
satisfy the requirements given. Therefore, we must proceed with the next steps,
and we consider this matter closed.Customer Answer
Date: 03/14/2024
I have no expectation that TFCU will be accountable for their contribution to this situation since doing so doesn’t benefit them, however, I do not accept their response. They are welcome to consider it closed, but consumers should be aware that this company is not transparent about their policies. Their staff will withhold important details and straight up ignore your direct questions when you ask for help. Even if the reasons for your hardship are valid and documented they will deny you without a second thought. They may be legally allowed to do this, but that doesn’t make it ethical or fair. It just means you are even more disadvantaged in your efforts to protect yourself.
To respond specifically to TFCU’s comments about my complaint, TFCU did not engage with me in any earnest attempt to explore options for avoiding foreclosure since August. When I asked in August they said it hadn't been long enough since my last request, a policy that was not shared with me at the time of that request (otherwise I would have asked for a longer than 2-months deferral. Shame on me for attempting to take the minimum.).
When I again inquired about this in March I was asked why I waited so long. I reminded the TFCU representative that I had asked in August. At this point I was told that my hardship request would be considered if I provided proof of insurance, which I did. The TFCU rep in question asked me to specify the type of assistance I was asking for, but when I asked for more information about the types of solutions available, the question was ignored repeatedly.
Ultimately, they denied a request for a deferral (which I had not specifically asked for) and gave me an ultimatum to pay them an impossible amount within a very short period of time or they would start the foreclosure. Since they knew I was asking for the hardship because I didn’t have that amount of money, I don’t see this as a valid option. Their rationale for denying any viable options includes conditions that didn’t exist back when I asked in August, but that hardly seems to matter.At the end of the day, this org seems to operate on an old-school shame-based model that puts all the onus on the customer to resolve issues that are completely out of their control. 0/10 would not recommend.
Business Response
Date: 03/16/2024
While we empathize with
the member's concerns, it's important to note that their complaint does not
provide a comprehensive view of TFCU's practices. We have demonstrated
considerable flexibility by extending grace in this situation. However,
understanding their perspective, we acknowledge their dissatisfaction and are
proceeding with the next steps.Initial Complaint
Date:03/03/2024
Type: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 opened my account on 2/14/24 and I was happy at first but then I found out that my account was froze almost instantly and I have reached out to Tucson federal credit union several times now but to no avail why Am I being punished for something I don't have any knowledge of I started working out of town the very next day and I have been put in a horrible situation by not being able to have the direct deposit in place this is my first time ever using a credit union and I have to say that I am not pleased by any means I don't know what the problem is and I can't get any help from the Tucson federal credit union what Am I supposed to doBusiness Response
Date: 03/04/2024
Upon opening his
account, Mr. Townsend deposited an item that was uncollectable due to being
stale dated and made payable to another party other than him.
Unfortunately, we have not been able to reach the member to recover the
funds and release the restrictions placed as a result of the uncollectable
item. We’d like to note that Mr. Townsend’s account is open, he can
receive direct deposits and he can make cash withdrawals and deposits.Initial Complaint
Date:02/21/2024
Type: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.
My debit card number was used by someone other than me or anyone I know to make a purchase. I was notified by text message that someone had used my debit card number, and within minutes, I called and canceled my debit card and requested a replacement.
The merchant investigation states that the billing and shipping addresses match mine, therefore my fraud claim was denied. I am attaching copies of the documents the vendor used in reviewing the case, and contrary to what the vendor states, neither the billing nor the shipping address matches mine (page 2 of "Merchant Response"). I am also attaching one of my recent Tucson Federal Credit Union statements, which reflects my billing address.
Although not given as a reason for denying my claim, the "ship to" name is not mine either.
It is my position that the Tucson Federal Credit Union used a third-party vendor to investigate my claim and relied on the sloppy work of both the merchant and the vendor to deny me the protection their organization offers its members.Business Response
Date: 02/22/2024
Upon thorough examination of the case and accompanying documents, we have duly refunded the member for the disputed charge. We appreciate our member bringing this matter to our attention, and we consider the issue resolved.Customer Answer
Date: 02/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21329107, 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,
John Adams
Initial Complaint
Date:12/11/2023
Type: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.
they canceled my secured credit card without notice and have not gave me back my money that i’ve already asked for back that is in the amount of 300 dollars i would like to use my own money especially in the situation i find myself in at this very moment not handled in a professional way very disappointingBusiness Response
Date: 12/12/2023
After reviewing the account and speaking with *** ******, the money has been refunded in full. TFCU recognizes the error made and apologizes for any inconvenience this has caused our member.Customer Answer
Date: 12/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, 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,
**** ******
Initial Complaint
Date:12/04/2023
Type: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 sent a desist letter to Tucson Federal credit Union. And now they got my cell phone# somehow,And one of there employees phoned me today 12/04/2023 And harassed me over the phone.Business Response
Date: 12/05/2023
Pursuant to the BBB review filed and initiated on 12/3/2023
by our member, we reached out to them with the sole intent of addressing the
service issue that was detailed therein. We did not harass our member,
but merely contacted to address the initial complaint. Upon contact,
permission to speak on this topic was requested and granted by the member. During
that conversation, the member openly discussed payment history with our
employee.
In the initial complaint, the member questioned fees and
interest charges. The member submitted a Cease and Desist on 05/31/2023
which has prevented our Solutions Group from contacting her to remind her of
payments due. The member missed two payments in August and October since
that time causing the two $15 fees mentioned in the review. After this information was communicated to the
member, she stated she was getting another call and disconnected the line.
Tucson Federal Credit Union is committed to the highest
level of member service standards while remaining in full regulatory
compliance. We have addressed the issue and consider this complaint a
closed case.Initial Complaint
Date:08/08/2023
Type: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.
Jace Garrish with Tucson federal Credit Union provided me with misinformation regarding my monthly loan payments. As a result, I incurred a stop payment fee of $35 on an eCheck that I sent using his written instructions:
"If you wanted to set up the transfer with the Wells Fargo team they may want:
Routing Number:__________
Account Number: __________
Account type: Loan
For Bill Pay you can make the check out to yourself or Tucson Federal Credit Union.
Preferred address is: **** *** ***** ******* ** **********"
Had I not made a double payment which was successfully made, I would have also incurred late fees and certainly been late with my loan payment, because of Jace Garrish.Business Response
Date: 08/09/2023
We have spoken with Concettina and resolved the matter. We will considered this complaint resolved and ask that it be closed. Thank you.Customer Answer
Date: 08/10/2023
To whom it may concern,
I would like to withdraw my complaint for case #20443103, as a resolution has been found.
Cordially,
Tina Giallanza
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