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Business Profile

Credit Union

Family Trust Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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Family Trust Federal Credit Union has 8 locations, listed below.

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    Customer Complaints Summary

    • 6 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/01/2025

      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.
      Last year around 04/2024 my account was hacked. I spoke with teh bank regarding this, as a precaution my account was blocked to prevent any fraud. I never got my password to access my online account., later around June 2024 I withdrew all of my money and changed my address. After almost a year I found out through my credit report I have a charge of $1,434.00 from Family Trust FCU which is a write off, when I read this I called ***************** I spoke with ****, Teller 6730, and ******, but neither one of them could give me details about this balance, they just mention that there were 6 transactions last year of different amounts from a company called ************. I don't understand how an account that was locked a year ago and didn't have any money (savins/checking, not a CC) was charged with several amounts from a company that's in *******, and I don't understand how the fraud department never noticed this irregularity. I have not used this account since this fraud happened last year. My credit score has been significantly damaged because of this incident, and I really need to get fixed. I am very tired of this fraud / hacking situation with Family Trust. I need to rent an apartment and this on my record will not help,Also I don't owe this money , I never use my account. Since the costumer service ladies I spoke to could not give me more details about this issue Im requesting an investigation and remove thsi money from my acoount and credit bureu. All of this is unacceptable, Family Trust never contacted me by mail, email or phone regarding these charges, they never contacted me earlier regarding any charge or late payments, this situation could have been handled on time instead of damaging my credit.

      Business Response

      Date: 04/04/2025

      Thank you for bringing this matter to our attention. In accordance with federal privacy regulations,we are unable to confirm or disclose any information regarding individuals who may or may not be affiliated with our credit union. That said, we take all concerns seriously. Protecting the privacy and trust of those we serve is a top priority. If the person in question is a member of our Credit Union, we will respond to them directly as required by applicable laws. 

    • Initial Complaint

      Date:08/06/2024

      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.
      On August 5, 2024 I went into my bank Family Trust seeking a car loan. The car loan was denied, so I attempted to go to the teller and request to pay off a loan early I had where I put up $300 dollars against my own money to establish credit. The teller told me I could not pay off my loan early, I asked her to explain why not and she said she'd do it. Now I look into my account and they only gave me back $200 of the $300 I posted and says the rest was interest that they cannot return with no further explanation.

      Business Response

      Date: 08/22/2024

      Thank you for your notification.  In accordance with Federal privacy regulations, we can neither confirm nor deny that the person noted is a member of Family Trust Federal Credit Union.  If the person in question is a member of our Credit Union, we will respond directly as required by applicable laws.

      Sincerely,
      Family Trust Federal Credit Union 

    • Initial Complaint

      Date:06/14/2024

      Type:Order Issues
      Status:
      Unanswered
      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 **** with charter communications, I do not have contract with FAMILY TRUST, they did not provide me with the original contract as i requested.

    • Initial Complaint

      Date:04/04/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      have been a member of Family Trust since 1994. All I can say is that there has been many many changes, most are not for the good of your customers. Many years ago, FT took pride and encourage employees to deliver excellent customer service.Employees cared and it showed in the past!There continue to be glitches with online banking, systems down, employees without proper knowledge or giving misleading information, employees failing to seek assistance from management whenever they are unsure of how to properly resolve an issue, nonchalant employees I sent several emails from 2023 until present regarding glitches with online banking, there has been several times when I have attempted to make an online transfer, only to receive messages stating FT is experiencing issues try back later. By the time you are able to sign on and make the transfer you are hit with nsf fees. Then there has been several times when online banking is not working properly and you finally get to make the transfer from one FT acct to another FT, and funds are NOT reflected in the balance immediately, this is overwhelming!Again, I have been hit with so many nsf fees last year or so, due to glitches, some I do take full responsibility for. I have received refunds for some of those fees, but I have also been charged about $800.00 in nsf fees amongst all of my accts.In the past on numerous occasions, I have experienced delays with mobile deposits as well..... currently dealing with this issue once again. I made 2 mobile deposits three days ago, funds still have not posted to my account, and yes I have once again received nsf fees. Just since Monday, I have spent numerous hours on the phone, chatting, and visiting a branch. I visited the FM branch on yesterday and was promised that *********** would post within 2 to 3 hours and several nsf fees would be reversed. regarding numerous horrible moments I have received while dealing with FT. After all this funds still not showing up in accts.

    • Initial Complaint

      Date:02/14/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      15 U.S.C **** section 602 A. States I have a right to privacy.15 U.S.C **** section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions.15 *********** Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt not use any language or symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt.

    Family Trust Federal Credit Union is NOT a BBB Accredited Business.

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