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

  931 W State Rd Pleasant Grove, UT 84062-2102

  
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  America First Credit Union

  4519 S 1300 E Salt Lake City, UT 84117-4125

  
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  America First Credit Union

  13866 S Bangerter Pkwy Draper, UT 84020-5315

  
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  America First Credit Union

  4768 Harrison Blvd Ogden, UT 84403-4305

  

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:09/05/2023

  Type:Product 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.

  On or about 8/25/2023, I called AFCU to dispute a charge, confirmed fraud. Entered my four digit pin on the telephone and it stated my PIN was not correct. Entered it again (same PIN for 20 years) and it again stated it was not correct. Spoke with a customer service (CS) rep to again asked me to insert my PIN... incorrect PIN, locked out. Was verified using another method, reported the fraud and my debit card and PIN were deactivated. Informed a new debit card and PIN would be mailed to me in 5-7 business days. I went to use my CC afterwards and was going to transfer funds directly after each use. When trying to use the CC, it was declined. I called again, was verified by the CS representative and learned both my debit and CC were canceled. Informed it (CC) would be mailed in 5-7 days. There was no possibility it could be over-nighted as that would be against policy. They admitted it was their fault; however made no attempt to help me get access to my money. I'm here with zero access to my money. A day or so later I called the AFCU CS again to voice my concerns about the situation and was informed that there was another error and neither my debit card, CC or PIN had been mailed as I was informed they would be. After voicing my concerns, I was informed everything would be forwarded in 3-5 business days. On 9/2/2023, I received three envelopes from AFCU, one contained a debit card with new numbers. The second contained a debit card with new-different numbers and the third contained a CC. I again called AFCU who, this time refused to speak with me because I could not be identified as there was a security alert on my account. This security alert was removed over 10 years ago. They refused to even answer why I received all of the cards. They would do nothing. NOTE: I've been speaking to CS representatives on the phone for over 15 years with no issues. Their actions have caused me financial trauma. Poor business.

  

  Business Response

  Date: 09/15/2023

  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:08/12/2023

  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 was scammed in November for 200 dollars and I thought it was legit. Come to find out this place was lying who they were and didn’t find out till months later. I disputed the charge with visa America first and they said it was responsibility to reach out but the place does not exist and I could prove it. When searching united processing group you will see all sorts of warnings about how it is a scam and there is no contact. America first refused to refund my money even though the place was clearly a scam place. I can’t contact a place that doesn’t exist and when I called the number back it didn’t work. Amcu visa department. should help their customers if Monday was unlawfully taken. I’d like a refund of my money from November 2022 from united processing group from visa disputes. I need it, I need to register my car and my account is currently negative. Please help.

  

  Business Response

  Date: 08/29/2023

  We sincerely appreciate your feedback as we look for
  opportunities to improve.  Because of our commitment to privacy regarding
  your information, we have contacted you personally regarding the resolution of
  this complaint.  Unfortunately, we have attempted to reach you multiple
  times to further discuss your BBB complaint and have not yet heard back from
  you.  We look forward to hearing from you soon.  

• Initial Complaint

  Date:07/31/2023

  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.

  I received an RV loan from this company back in April 2020. I have been setup on autopay since starting so never have missed a payment. Suddenly starting this month I was getting emails stating my payment had not been made even though I have had auto-pay in place and its still pulling. Well it seems that they recently decided to rewrite my policy without my knowledge and increased my interest rate from 5.49% to 12.75% while also adding almost 10K to my loan balance and increased my monthly payments from $439 to $598. Every time I contact them to get help I am disconnected on so can not even get a resolution. I am not sure how it is even legal to randomly add to a loan balance and increase an interest rate for a set loan term especially when there has NEVER BEEN even 1 missed. Please help me get this resolved.

  

  Business Response

  Date: 08/09/2023

  We sincerely appreciate your feedback as we look for
  opportunities to improve.  Because of our commitment to privacy regarding
  your information, we have contacted you personally regarding the resolution of
  this complaint.  Unfortunately, we have attempted to reach you multiple
  times to further discuss your BBB complaint, and have not yet heard back from
  you.  We look forward to hearing from you soon.  

• Initial Complaint

  Date:06/26/2023

  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.

  This was a joint account under my name and my husband's name, ***** Orion ******** America First Credit Union continues to report to all credit reporting agencies that we owe them over $8,000 for an auto loan.We paid off the auto loan and we have the title.We filled bankruptcy December 31st, 2020 Bankruptcy Discharge 03/24/2021 Case# = 20-16574-mkn All monies owed America First Credit Union were included in the bankruptcy.I can provide copies of all of the above if necessary. I am hoping contact from the BBB will be enough.Before we report them to the bankruptcy court, which as I understand it is rather useless in that the court notifies them eventually, and once they are notified by the bankruptcy court they will cease and desist. If they do not I can bring suit against them, and the charges can be massive. That is a long process, I'm hoping BBB will be able to expedite and resolve.The resolution desired is that they remove this bogus amount from all credit reporting agencies ($8,000 +) and never reported it again.

  

  Business Response

  Date: 07/05/2023

  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:06/15/2023

  Type:Product 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.

  My debit and credit cards both had to be replaced due to fraudulent activities, Was told by bank **** days for card arrival. I have no cash or any kind of money on my person and I only bank with AFCU, so I asked to expedite the cards as I will need gas/food/necessesities for myself, 13yr old and dogs. So they offered to *** overnight for a charge of $27, waiving $10 for a charge of $17. This was 6/12, received an email from bank on 6/13 saying card is on its way. I called bank to ask for *** tracking# so I can keep track of shipping as its coming to my apt..well its 6/15 and status showing "shipment delayed" with no reason as to why. I called bank to see what's going on because I have bills and my kid need to eat, we need gas to get around and I have no access to funds as there is no sister branch in ** to where I can walk in. I called bank and they are not helpful and rude saying they have no control over *** and will not refund the $17 charge. Horrible service I been with the bank for nearly 10yrs and this is the treatment I get. I am forced to open a bank acct with another institution so I can transfer funds and have use of a debit/credit card in meantime. I cannot believe the treatment I am receiving from this bank I will definitely look to move my accts to the new bank.

  

  Business Response

  Date: 06/27/2023

  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:06/02/2023

  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.

  My account number is ********. It is an **********************'s ******************** Federal Credit Union account! I had a personal loan from this credit union. I paid half of it, and then had to change jobs. During this process, our prophet, President ******* realized your Savior, isn't our Savior, ***** the ******!He issued a check to pay off the loan in full! He noted 'Close Accounts"! The Church of the Devil, you are affiliated with, picked up the check! Why has my loan been sent to collections? The Church of the Devil this Credit Union is affiliated with, cashed the check too! The canceled check is readily available! You also stole my last few dollars holding the Savings and Checking accounts open! President ****** will acknowledge these are the facts in this matter, with any worthy Melchizedek Priesthood holder!I will NEVER recommend this Credit Union to anyone!

  

  Business Response

  Date: 06/07/2023

  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:05/22/2023

  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 originally obtained the loan through AFCU for my RV since 7/10/2021 and made payments for 1 year. On 8/12/2022, I decided to trade it in for another RV, everything went well at the dealership Camping World. Not until I came back to *****, AFCU told me that they cannot accept CW payoff for the trade-in RV yet because there is some issue with title and they had to fix with NV DMV. Im writing this as of 5/22/2023 and this issue has not been fixed. Multiple attempts have been made in-person as well as over-the-phone to understand the issue and why it takes such a long time to finish everything. Im still stuck paying for the loan even though i no longer in possession of the vehicle. Every time I had to call and lied to or being treated rudely to (one phone rep ******** told me in the most matter-of-factly that it could take months or years if it needs to resolve itand her supervisor ***** at the same title department promised to call me back and did not try to) Now I know paperworks can take a long time but this is ridiculous. They had 1 year before the tradein to discover and fix any issue with the title, then now almost another year to do whatever they need to resolve it (if they even try to) If this is the business practice, i suspect that they did not try to do things right and make the customers (me in this case) suffer and keep paying for the loan to collect interests. I demand AFCU 1) finish the job and get done with my trade-in 2) reverse of all interests paid since I traded in my vehicle.

  

  Business Response

  Date: 06/14/2023

  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: 06/26/2023

   
  Complaint: 20088200
  
  I am rejecting this response because:

  My case number is 20088200

  Filed on 5/22/23

  No resolution was reached yet regarding my complaint against America First Credit Union. 

  A rep from the company reached out but did not provide any deadline for the issue to be done. Plus they said they can only credited me half of the interest even though it was their negligence to begin with. Please open the case again. 

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

  

  Business Response

  Date: 07/01/2023

  To Whom It May ************** appreciate and share the BBBs objective of reaching a resolution on disputes with any Credit Union member.  In this case, due to federal privacy law, we cannot disclose details about this members account or transactions, but we can provide an explanation of our resolution responsibilities and compliance so far.  We have taken all actions to investigate this matter and continue to work closely with the Nevada DMV to process the title.   We have notified ************ of the status and will continue to do so until resolved.  In sum, this matter does not require any further resolution or response.  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20088200
  
  I am rejecting this response because:

  Though the business responded with due to privacy laws and did not provide details, the desired outcomes were very clear and attainable. 1) getting the title job done with DMV - so far they are only half way done with this and this progress has not even gotten here if BBB has not stepped in due to my complaint. Thus shown the companys lack of due diligence and neglect dreading the matter on their part 2) due to their gross negligence and making mistake in the title with previous owner, i had to suffer emotional and economical burden to continue paying for a loan (and interest) for a vehicle i no longer owned for almost a year coming this August. I did my part and continued paying since i don't want to get bad credit and so far they negotiated to pay me back half of my interest. I would if I was the one making the mistake in the title to begin with, which i did not. So it is logical to ask for all the interest to be waived, not just the half they tried to put it like charity. The company is acting in bad faith and did not want to own up to their mistake. Even though a lot of thought was put into negotiation of the interest, no ETA is given since now everything is up to the Nevada DMV. I guess my next move is just blame the government for everything - nope! So, none of the 2 objectives are not achieved yet and clearly I have expressed clearly: 1) get the title job done with NV DMV 2) i will not pay for any interest due to reasons mentioned above and I would like them refunded.
  

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

• Initial Complaint

  Date:05/15/2023

  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.

  At the end of March I purchased a vehicle through ***************** ******* During the financing I told ***************** Finance representative that I did not want to open any other account, and only wanted to use my Mountain America Credit Union. Without my knowledge this person signed up a loan automatically through America First Credit Union. On April 14, I secured a loan through Mountain America Credit Union and paid $3,000 down with a loan amount of $6,661.44. I asked my MACU loan officer if I needed to do anything else and she stated that payment would be sent directly to ***************************. The check from MACU is claimed to never have been cleared, and so we placed a stop payment on this check and MACU will issue me a new check which I will use to pay off the loan to America First, but neither ***************** is willing to cover the cost of the interest and America First is not willing to waive the interest accrued. I spoke with the manager of the call center and she said no you owe ** the interest. This is predatory lending practice as I was under the impression that I would only do a loan with MACU.

  

  Business Response

  Date: 05/26/2023

  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:04/28/2023

  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 purchased my vehicle on June of 2023 through a private party in ****. America first held the sellers loan and title and they are where I got the new loan for this vehicle. We went into the bank to have everything paid for and transfered over to my name. They stated everything was good to go so I went back home (*********, **) and registered the car with a form they provided. Fast forward ONE YEAR LATER. I'm trying to sell the car and all of a sudden I am made aware that they made a mistake and never got the sellers signature on an affidavit they need to get me my title. ONE YEAR LATER. They had a whole year to both inform me of the title issue or resolve it on their own. It is only now that they are "reaching out" to the seller who is not answering or being cooperative. I asked them what I need to do now since this was not a mistake on my end it was a mistake they made out of carelessness. They stated I have to continue paying for the car but ultimately if I paid it off they wouldn't be able to get me a title and that it would not be mine. I am getting the run around on all sides and am going to be seeking legal action. I am paying for a car that I cannot own, and America First is saying that they will not help.

  

  Business Response

  Date: 05/12/2023

  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:04/04/2023

  Type:Customer Service 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.

  In November of 2022 I used America First to secure financing for a motorcycle.America First was helpful facilitating the loan.Since this transaction was a purchase from an Estate.They got all the information they needed to process the loan.I offered to get all the necessary paperwork from the seller (Estate) and I was told no, they have to get all the paperwork as they must control the documents chain.Ok then.It has been a comedy of errors with America First being the Ringleader.America First kept sending wrong documents, incomplete documents, non notarized documents when notarized documents were requested, failing to send certain documents, sending Xerox documents when Certified documents were requested.I have been to the *** 4 times because America First kept telling me they sent whatever the *** requested only to be turned away because of document issues.Every time the *** would send America First back a sheet requesting exactly what they need.I had been in contact throughout this process and until my last call I would describe America First as cooperative and trying, just perhaps inept at processing Estate sale vehicles.My last call to them after my latest trip to the *** only to learn that America First basically resent the *** a wrong document again I had a horrible customer service experience.I called ******************************************* and told them I am very upset as it has been almost 5 months and I have been paying my monthly payment but because America First has messed up the paperwork for 5 months I have a vehicle that I cannot title, register, nor drive.I was laughed at and told some people have waited for a year.I told the rep that I am getting the docs directly myself and again the rep ******** and replied "Then problem solved. Anything else I can help you with today?"I asked for a supervisor because the rep was very condescending and rude and was told he was too busy.I emailed him outlining my issues and to report his rude rep and have NO REPLY.

  

  Business Response

  Date: 04/14/2023

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your 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: 04/17/2023

   
  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,
  
  ***********************