Complaints
This profile includes complaints for America First Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 142 total complaints in the last 3 years.
- 50 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:09/24/2022
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.
Back in March, 2022 I was contacted by an AFCU mortgage loan officer and told that I am prequalified for mortgage refinancing. I explained loan officer my current financial background and provided all needed documents upfront. She processed the documents and approved my application. As we come close to finalize the loan, my home got an appraiser quote and a couple days later I signed closing documents but same day or next day I received an email that my application got denied. I am frustrated because
1st, After I provided all needed financial documents and statements, I should have been told that my income or employment status is insufficient for the loan I am applying before moving into next step.
2nd, my home got an appraiser quote and all documents signed including closing documents but same day/ next day I received an email that my application got denied. Question is, since both parties agreed on and signed closing documents, how can you quit once everything completed ? Is it coincidence that just a few days later interest rates raised up almost double?
3rd, my loan application application has not been reviewed properly and because of that I had to waste $545 for the appraiser.
I am requesting the cost of the appraiser fee $545 refunded.
Business Response
Date: 10/18/2022
Dear ***** *******,
Thank you so much for your feedback regarding your
experience with America First Credit Union. We sincerely appreciate your
feedback as we look for opportunities to improve. Because of our commitment
to privacy regarding your account information, we have contacted you personally
regarding the resolution of this complaint. Based upon our conversation,
we believe this complaint is resolved. If you need anything else, you are
welcome to reach out directly.
Sincerely,
Lisette T*******Customer Answer
Date: 10/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:09/21/2022
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.
I went to the America First Credit union, *************************, to make a withdrawal to pay a vendor for my business. I have a business account under the business name of mezzanine Management LLC. Better Business bureau, please delete all personal information referenced in this complaint so it does not appear on the internet. Thank you. As usual, both at your financial institution, and at other Financial institutions, I wrote a check out to cash, and presented it in person to the teller. That normally would allow me to withdraw the funds requested on the check. I need to do this so I have a paper trail in case I am ever audited. The check I presented had in the memo section the vendor who I was paying and what it was for. For some reason the vendor only accepts cash and that is something I don't normally carry at my business. Normally all paid via check or credit card.I spoke with the teller and he would not cash the check. I spoke with the manager, *********, who reaffirmed that stance. I then spoke with the assistant Branch manager, ****, who also took the same position. Honestly, **** was angry that I was even asking for it. I could tell by the look on her face and the way she handled herself. She should not be in a managerial position. She has no bedside manner for the position and title she holds. I then spoke with ****, at your business services line. She said this was the position of the credit union. I asked all these individuals, why is it also that you have facilitated this same type of transaction earlier, but would not do it now. Are you discriminating against me? When I asked for your regulator so I can file a complaint, no one had that answer either. What is going on in America First Credit union? I used to love you guys, but this transaction, and everyone involved, is not the service I'm accustomed to. This is Chase or B of A type of non-service. Please get back to me and change this policy reversing your prior decision.Business Response
Date: 10/20/2022
Dear *******************************,
Thank you so much for your feedback regarding your experience with America First Credit Union. We sincerely appreciate your feedback as we look for opportunities to improve. Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved. If you need anything else, you are welcome to reach out directly.
Sincerely,
*******************************Customer Answer
Date: 10/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:09/20/2022
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.
America First is reporting erroneous lates on my credit file. These lates are the results of the bank adding a ridiculous fee to my account because "I had no insurance" though I did and I submitted this information to you on several occasions. I was making my payments but not enough to cover the additional fee's. I am now on a plan to pay this debt off though I shouldn't even have it. I need these lates removed from my credit file. I was not late it was just a fee that the bank couldn't clear up. I need these lates removed ASAP, I am trying to obtain financing and this is the only thing in my way.Business Response
Date: 10/18/2022
Dear *****************************,
We sincerely appreciate your feedback regarding your experience with America First Credit Union as we look for opportunities to improve. Because of our commitment to privacy regarding your information, we have contacted you in writing regarding the resolution of this complaint. Upon receipt of the written response, if you still need assistance, please dont hesitate to reach out directly. We look forward to hearing from you soon.
Sincerely,
*******************************Initial Complaint
Date:08/03/2022
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 new loan for my RV and they keep requesting insurance proof. I have uploaded the proof a million times now. I have emailed it with a reply saying we have received your documents but yet they still haven't uploaded the policy and keep telling me that they will add their own if they dont receive proof. This has been going on for 2 months now. I have proof of receipt through email, I also took a video of me uploading the documents. This is getting ridiculous.Business Response
Date: 08/26/2022
Dear *********************************,
Thank you so much for your feedback regarding your experience with America First Credit Union. We sincerely appreciate your feedback as we look for opportunities to improve. Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved. If you need anything else, you are welcome to reach out directly.
Sincerely,
*******************************Initial Complaint
Date:08/01/2022
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.
In December of 2020, I purchased a vehicle from a private party. The individual, ****, had paid off his lien with America First Credit Union (AFCU) prior but never received his title. This was confirmed by AFCU who financed my loan. I was additionally told by AFCU that the vehicle would be retitled in NV with my name on the title and them as a lien holder. Fast forward to Summer of 2021.. I contacted AFCU for a payoff quote and asked how long the title would take to get to me. I was shocked to find out that AFCU never possessed a title. I guess their records division never did any of this. I was then instructed to contact the previous owner (****), have him request another title from DMV, and have him go to an AFCU to sign a power of attorney relinquishing all vested financial interests in the vehicle. Luckily for me, **** was happy to help. He had no obligation to help me. All of this was done and I learned that AFCU had finally received a title with my name and them as the lien holder. May of 2022, I paid off my vehicle in full. I received a letter stating that my title would be sent to me and that I did not have a lien. I was told I would receive the title in 6-8 weeks. August of 2022, I have not received the title. I called and found out that the records department never released my title. Its been over a year of dealing with title issues with AFCU. This is beyond unacceptable. *** spent over 15 hours of my personal time devoted to dealing with their records departments ineptness. Everyone else in AFCU has been amazing. Their records department is an absolute disgrace and does mot value their customers. I can never contact them directly, they do not stay true to their word, and my vehicles status is being held hostage by them. I need someone to make all of this right. Im not willing to wait any longer. Ive been at your mercy for over a year, not to mention the stress all of this has caused me.Business Response
Date: 08/22/2022
Dear *******************,
Thank you so much for your feedback regarding your experience with America First Credit Union. We sincerely appreciate your feedback as we look for opportunities to improve. Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved. If you need anything else, you are welcome to reach out directly.
Sincerely,
*******************************Customer Answer
Date: 08/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************
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