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Business Profile

Credit Union

First Source Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

Find a Location

First Source Federal Credit Union has 6 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.

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    • First Source Federal Credit Union

      4451 Commercial Drive New Hartford, NY 13413

    • First Source Federal Credit Union

      911 Cornelia Street Utica, NY 13502

    • First Source Federal Credit Union

      50 Auert Ave Utica, NY 13502

    • First Source Federal Credit Union

      1822 Black River Boulevard Rome, NY 13440

    • First Source Federal Credit Union

      510 West State Street Herkimer, NY 13350

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/25/2025

      Type:Billing 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 was backed up on my car payment, went to pay all my backpay and a couple months forward and was told to keep the money and i had to give back my car or pay my loan in full. they also tried to repossess my car after i told them i would make a payment. i thought someone had taken my car from work because the repossession guy just drove off in my car and parked it at his house on **** ******** ***** i have a tracker on my car so i tracked it to that address. when i took my loan out i paid extra for disability and gap insurance and they have not tried to work with me regarding my lateness on my car note due to myself being hospitalized and my daughter . everytime i try to make a car payment they don’t accept my money and/or the money would “bounce” due to insufficient funds but i always had the funds in my account. i have the funds in my account and they are refusing to take my payment.

      Business Response

      Date: 02/27/2025

      Good afternoon,

      FSFCU has spoken to Ms. ********* and has found a resolution to the identified concerns.
      The attached letter has also been sent to Ms. ********* via certified mail confirming resolution.
      Should there be any further questions or concerns please do not hesitate to reach.

      Thank you,
      Dorothy C*******
      Compliance and Fraud Manager-FSFCU


    • Initial Complaint

      Date:02/14/2025

      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.
      Got an auto loan in November. First source is saying the lean was never perfected. They sent a letter that stated it was not perfected but did not give any information on change in rates and monthly payment. They changed my monthly payment and rate by 10%. They sent a letter at the end of January stating g these changes that has not been received by mail yet. A bank is required to give a 45 day notice of the exact changes that are bong made to the loan before they can make those changes. This is completely illegal what they are doing and something needs to be done

      Business Response

      Date: 02/21/2025

      Good morning,FSFCU has spoken to the Mr. *** and resolved the issue related to the unperfected lien.The attached letter has also been sent to Mr. *** via certified mail confirming resolution.Should there be any further questions or concerns please do not hesitate to reach.Thank you,Dorothy C*******Compliance and Fraud Manager-FSFCU

    • Initial Complaint

      Date:03/07/2024

      Type:Billing 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.
      Money was taken out of my bank account from express scripts. For some reason express scripts does not have a record. The bank can see that this came out. The bank advised me to dispute. I provided them with all documents. They are now saying I have no recourse. My money is not safe. I should be protected by my bank. I have been a customer for 27 years.

      Business Response

      Date: 03/07/2024

      Complaint ID ******** Good afternoon,Please be advised that the subject Complaint has been resolved with a favorable outcome for the Member.Also, please direct all communications to my attention going forward as ****** ******** is no longer with the CU.Please advise if you require anything further.Dorothy B. C*******Compliance and Audit Manager IIFirst Source Federal Credit UnionPhone ************* ***************************

    • Initial Complaint

      Date:07/06/2022

      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 went to First source fcu branch in new Hartford ny in March and opened an account, I was told all my accounts were connected. I then seen I was being charged over draft fees when I had the money in my account so I shouldn’t have been being charged, I contacted a supervisor at First source and told her what was going on and she refunded my account the 25$ overdraft fee that was charged and told me I did not have to worry about being charged overdraft fees from that point on. I go and look at my account today 7/6/22 and see I’m still being charged overdraft fees, I called and spoke with a supervisor and asked her if she could look at my account from May-July and tell me how much I was charged in overdraft fees, she told me I was charged 250$ and all she could refund me is 15$ but she made sure all my accounts are now connected so this overdraft problem won’t happen, she then connected me to a supervisor who told me she could not refund it but she would have someone call me. I would like for first source fcu to refund me the full 250$ that was taken out of my account in overdraft fees because if my accounts were connected like the continued to tell me I would have not been charged over draft fees because I have money in my savings account to cover everything.

      Business Response

      Date: 07/14/2022

      In response to complaint # ********, we have resolved the complaint and refunded fees as of July 8, 2022.

      Please notify if you have any additional questions.  

      Thank you, 

      Dennis H*******

      Dennis A H*******, NCCO

      Director of Compliance and Audit
      First Source Federal Credit Union
      Phone ************* *****
      dh*******@fsource.org


    First Source Federal Credit Union is NOT a BBB Accredited Business.

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