Complaints

This profile includes complaints for America First Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  America First Credit Union

  PO Box 9199 Ogden, UT 84409-0199

  
• 

  America First Credit Union

  2645 N Washington Blvd Ogden, UT 84414-2240

  
• 

  America First Credit Union

  6924 S 2300 E Salt Lake City, UT 84121-3131

  
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  America First Credit Union

  1263 W 12th St Marriott Slaterville, UT 84404-5415

  
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  America First Credit Union

  200 N Station Pkwy Farmington, UT 84025-2881

  

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:11/03/2024

  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.

  America First Credit Union has a fraud resolution policy which is set up to intentionally screw over their customers to discourage customers from reporting fraud on their accounts.
  
  I saw an unauthorized charge on my account. I called AFCU and reported it. This is the 3rd time with AFCU I have reported fraud, and every time I report fraud they cancel not only my debit card, but my husband's too. I begged them this time not to cancel our debit cards, because we had to have access to our money because AFCU can take up to 2 weeks to mail us new debit cards. They assured me my cards would not be canceled. To finalize the fraud report, they emailed me a form to fill out. I didn't fill it out. However, on Friday right at 5pm, I went shopping and find my card had, in fact, been shut off. I called AFCU.
  
  They they told me that, yes, they had shut off my card, and my husband's card, too. They shut off our cards even after they promised they wouldn't, and they shut off our cards at the end of business hours on Friday so we could not even do an instant wire transfer from AFCU to another bank to hold us over until Monday. We demanded they turn our debit cards back on, but they said the card numbers no longer exsisted in their system becuase they had already initiated mailing new debit cards to us. I know they do this on purpose to discourage consumers from reporting fraud. This is my proof:
  - they cancel EVERY card on the account when fraud is reported
  - they never tell you your card is canceled until you discover it yourself (what if I was on vacation out of state??? I could be stranded!!!!)
  - they cancel your card even when you tell them not to
  - they won't overnight your cards, making you wait the entire 2 weeks for the mail
  - to access your money until new debit cards arrive, you have to pay AFCU $$ to instant wire to another bank
  
  This is clearly intentional to discourage account holders from reporting fraud. I want them to create a new and better fraud detection program

  

  Business Response

  Date: 11/27/2024

  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. If you need
  anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 12/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they did call me and talk to me, but they said they were not going to change their policy, and when I accused them of intentionally having a policy that discourages customers from reporting fraud, they did not deny it. I reject this policy because they go to every length to screw over their customers and lock them out of their own money when they report fraud.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  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.

  To Whom It May Concern:I am filing a complaint against America First Credit Union regarding their handling of overdraft fees that were not my fault. I am disappointed with their response and the lack of assistance in resolving this matter fully.On 10/17/2024 my former insurance company, American National, mistakenly withdrew a premium from my America First Credit Union account, which caused it to become overdrawn. I promptly reached out to a customer service representative at **********************, who assured me that once the funds were returned, the overdraft fees could be resolved. Based on this assurance, I expected all fees resulting from this error to be refunded.Unfortunately, America First Credit Union has only refunded two of the overdraft fees, despite there being additional fees caused by this mistaken transaction. American National has already returned the funds along with an additional $25 they offered to cover the initial overdraft fee.I have also requested multiple times that the credit union stop honoring payments when there are insufficient funds in my account. I feel let down by a credit union I once trusted, especially given their previous commitment to customer satisfaction.I am requesting that America First Credit Union refund the remaining overdraft fees related to this incident to resolve this issue.Thank you for your assistance in addressing this matter.Sincerely,******** ******

  

  Business Response

  Date: 11/21/2024

  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. 

  Customer Answer

  Date: 11/22/2024

   
  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:10/28/2024

  Type:Service or Repair Issues
  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 paid off my car earlier this year. I have also contacted this company, ****, multiple times asking for my title. I was told that they had an issue that made is so they weren't receiving notice of pay offs. They said they would send it out ****. This absolutely did not happen, as I called them again about 2 months later and they still hadn't sent it out. In fact, it was going to be sent out "ASAP" again. I paid off my other car less than a month ago with a different company, and received my title for that car within 2 weeks. Where is my title ****? This company is completely irresponsible and they lie non stop. I did my part by paying, **** needs to finish the job by releasing the title and sending it out instead of playing games.

  

  Business Response

  Date: 11/08/2024

  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. 
  

  Customer Answer

  Date: 11/12/2024

   
  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:10/09/2024

  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.

  In 2018 i went and bought this truck paid ******, I never missed a payment till this year missed 3 payments, and called them they said they could not help me, to pay what i can so i sent 200 dollers they repo the truck 2 weeks later then sold the truck for 5100 and say that i owe the difference. the truck was worth at least ******.

  

  Business Response

  Date: 10/18/2024

  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. If you need anything else, you are welcome to reach out directly. 

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  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 had purchased a certificate of deposit with America First Credit Union. I needed the money early but was waiting until the maturity date before pulling it out to avoid penalties.
  
  I did not want to renew it, however, it was done automatically without my consent. Their website makes it impossible to stop reinvestment without contacting them. So, today (10/2/2024) I called them and told them I wanted to cash it out. He told me there would be a $121.20 penalty for pulling it out. I was shocked and told him I felt this was not fair because I didn't want to reinvest it, he told me I only had until 9/28/2024 to make that decision. This is literally like 4 days late and I didn't want the money reinvested anyway. The penalty felt unfair and excessive. I would like a refund.

  

  Business Response

  Date: 10/15/2024

  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. 

  Customer Answer

  Date: 10/16/2024

   
  
  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.

  It is not completely what I wanted, but it was a good faith effort to make things right and a compromise.  

  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:09/10/2024

  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.

  Before transferring money from another bank and opening CD account , I called ********************** and asked to waive incoming wire fees , was transferred to a supervisor ******* who assured me that 2 wire transfer fees will be waived and she added notes on my profile . I transferred money and opened 5 months CD, but I also noticed that 10$ wire transfer fee was charged . I called and America first representative told me she sees notes and submitted ticket , week later I noticed that 10$ fee is still there, called again and another representative submitted another ticket to waive 10$ incoming wire fee as was promised by Supervisor earlier . Today I got voicemail from America First to call back, talked to 2 supervisors and was told that they cant waive the fee and that *******, America first supervisor gave me a wrong information.I would never transfer money and open cd account with them if I knew that I will be charged wire transfer fee! America first should waive the fee as its their supervisors mistake , they should be liable for providing wrong information

  

  Business Response

  Date: 10/01/2024

  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. 
  

• Initial Complaint

  Date:09/10/2024

  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.

  America First Credit Union is reporting late payments from 3/24 and 1/24. During this time it was my slow season at work and was unable to make those payments. I am asking that you please remove the lates on my credit file as a one time goodwill adjustment. I have always been on time with America First and this was the first time I ever missed my payment.

  

  Business Response

  Date: 09/26/2024

  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. 

• Initial Complaint

  Date:08/13/2024

  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.

  Bank is holding my money and not releasing it to me .. they continue to block my cards with no notice leaving me with out any funds at any time they wish as well as they are not disputing any of the charges that were not made by me which I have witness from within their branch.. they have not giving me valid information as to why they are doing this.. while trying to deal with all of this I have called 3 times today and been hung up on …

  

  Business Response

  Date: 09/03/2024

  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. If you need
  anything else, you are welcome to reach out directly. 

• Initial Complaint

  Date:07/23/2024

  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.

  I had called to bring my account up todate. The ***resentative placed me on a super long hold while she canceled the ***o order. I believe that was betweeen wed-friday. The 17th through 26 the 19th. Then come July 22 my car was ***ossessed. I called vk that same day was placed on hold once again for an extensive amount of time and then hung up on. Called the next business day since at this point it was now well past 6pm. When i spoke to the next *** same situation in the morning placed on hold forever being told they have limited resources. I asked for a supervisor to call me back. She couldn't be bother because she needed to attend a 5 hour meeting when she finally called me back. The very unprofessional heffer had the nerve to tell me its my fault for not paying my bill and that she was not going to adjust my loan or payment. I told her to figure out what 1 day of my 30day payment would be and reduce my loan by the 1 day the had and took my car. I should not have to pay for a day i didnt have my car when my loan was paid up todate and i was told the ***o order was removed. The bank made a mistake and the so called supervisor wants to **** back at me that i should have made my payment instead of apologizing for making a mistake. Again i shouldnt have to pay for a day that i did not have asscess to my car. The way she spoke to after messing up was so disrespectful that i had to be disrespectful right back. Its the principle of it all they came on to private property to take my car that was paid for. My payment should be reduced by 1 day.

  

  Business Response

  Date: 08/15/2024

  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. 

• Initial Complaint

  Date:07/12/2024

  Type:Sales and Advertising 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 transfer $600 a month to my America First account so I can pay my loans. America First has froze my account, disabeling me from making my payments. America First had been disbursing payments on my behalf but not timely and not to all my loans. They then report a missed payment to the credit bureaus. The loan would have been paid on time if they hadn't disabled my access to pay my own loans. I request they remove the negative marks against my credit and enable me to disburse my money in my account.

  

  Business Response

  Date: 07/26/2024

  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. If you need anything else, you are welcome to reach out directly.