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 has 137 locations, listed below.

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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

  
• 

  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:03/29/2023

  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.

  Loan reference number: ******* Auto loan was issued 2/6/2023. The bank has mishandled every process and we are unable to get the truck registered. They have given us incorrect information about documents required, information from the seller, and they refuse to communicate with the *** to get the issue resolved. The seller has done everything they have asked but is under no obligation to continue communications because he has been paid and the title has been signed over. We are making payments on a car loan that we arent even able to use. We have spent countless hours on the phone with them and get the runaround. They have been disorganized and havent bothered to update us on statuses unless we call them. It has now been 2 months and we have made no progress on the registration. I havent been able to drive to work and fear there will soon be disciplinary action against me for this. Additionally, I have spent hours of my work time trying to resolve the issue to no avail. Documents are being sent via snail mail when they can be done digitally. The whole thing has been terribly mismanaged.

  

  Business Response

  Date: 04/12/2023

  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. 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: 04/13/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:03/24/2023

  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.

  Found out in March 2023 that I have account open which was supposed to be closed over 3 years ago. I was a co-signer on my former spouses credit card. When we divorced in 2020, I went into the local branch and requested to close/remove myself from any/AA joint accounts with my former spouse. March 2023 I was notified by ********** of negative credit reporting. I went into the local branch in St ****** where i have accounts and asked the teller why the were giving me a negative reports on my credit report. He initially stated all my accounts were in good standing. I showed him the text message and then he asked for my social security number. The teller told me about this open account with a $16,000.00 credit limit which i was responsible for according to their records *** someone charged (3) airline tickets in October 2022 and this account was delinquent and showing on my credit report. I was instructed the only way to close the account was to pay the $900 balance and then dispute the charges. I paid the amount, contacted my former spouse and found out that he was a victim of Identity Theft in ***** and was unaware that this account existed, and stated he did not make the (3) charges to Alaska Airlines. I then went back to the Bank, spoke to another employee and submitted Fraud Charges on these items. Today, I found out that the Bank is not going to refund my money back and that the negative reporting on my credit file would stand. I was instructed to research myself through Alaska Airlines to see if we can get the names on the airplane tickets to show that it was not me or my former spouse and the charges were Fraud and Identity Theft. This is unsatisfactory and customers should not be a victim twice!!

  

  Business Response

  Date: 04/06/2023

  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:03/11/2023

  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.

  So, these people completely ruined my life.. Here goes the story. before working with America first I never ever wanted to get a credit card I was always against them and I have plenty of money saved up over my life so there was no need. My credit was pretty good, almost 700. The only negative things on my credit ever were from bad companies s******* me over.. well that was just about to happen again unbeknownst to me...I went in to America first and was told about something that could boost my credit even higher than it was currently. They said I could take end large amount of cash that I had and set it up as credit basically so every time I swiped it would run as credit but take my debit money and pay itself off instantly!The guy had me sold! I have tons of money so I don't want credit but I don't want the problems that come from credit! I signed up instantly.This sounded great because I was planning on spending all the money in this account on clothes, food, expendable items etc. I didn't want to have to check what was in this account like from bills or anything like that and be worried about the balance. So, little did I know the guy was completely lying!This was merely a credit card that was backed up by my own money!I really barely see the point in this unless you're pretty poor...next thing I know my credit had been FLOORED! 540 from nearly 700! I was in the process of trying to find a new place to live and now I can't get a new place and am going to end up homeless all because they lied to me. luckily, like I sais, I have money so I'll figure out something but it won't be my own place because of them that's for sure.this guy totally just screwed my whole life over to make a quota of opening an account for someone, it's the black guy that sits in the back right corner DO NOT trust him!I'll be filing this to the BBB and taking legal action as soon as I've stabilized my life. So horrible if this person to do that to someone.

  

  Business Response

  Date: 03/24/2023

  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: 03/27/2023

   
  Complaint: 19584321
  
  I am rejecting this response because: There is absolutely no resolution being made here at all. It almost seems like it was generated by a bot in fact.
  I need my credit to be repaired from the damage that was inflicted to it for no reason at all except for the agent that lied to me to line his pockets with a commison for tricking me into opening a credit account that wasn't even the type that I was convinced it was. I don't see why this was even sent to me except that they were told they need to say something. Someone reached out to me saying to contact them and I emailed them back and was told we cant talk over email and only over phone during hours that im never available during, conveniently for them. There is nothing more secure than email. That's where all passwords for all accounts are sent.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/03/2023

  Dear BBB,
  We 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(s) 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 provided a written response to ************* There is no obligation on the part of America First to provide any further resolution or response.

• Initial Complaint

  Date:02/26/2023

  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.

  On Nov. 9, 2022, I transferred $100 from my America First Credit Union account to my sons USAA account for his birthday. When he still had not received the funds two days later, I contacted AFCU and was told they received confirmation the transaction went through, we needed to contact USAA. When we contacted USAA, a dispute was initiated (case #********). After they researched, we were told they did not have record of the transfer and directed us back to AFCU. America First gave me the confirmation number and instructed me to request USAA put a trace on the funds, which we did (trace #***************). The $100 was deposited into the incorrect account. My error, I left one digit out of my sons account number, however, USAA now knew where the funds had gone. They acknowledged that they processed the transaction as an ACH Funds Transfer and would require a Letter of Indemnification from AFCU in order to retrieve the funds. USAA gave me a fax number for AFCU to send the letter to, which AFCU did on Jan. 23, 2023. USAA reversed the funds back to AFCU the following day, Jan. 24, ****, (confirmation #**************). However, a month later, AFCU still has not deposited the $100 into my account. Can you help?

  

  Business Response

  Date: 03/07/2023

  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. 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: 03/08/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:02/24/2023

  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.

  I was pick pocketed on Feb 5, 2023 and reported my phone and credit cards as stolen to America First Credit Union. I expected them to prevent any fraud from occurring after reporting the phone and cards stolen. However a zelle transaction for $2500 was completed and AFCU allowed it to go through despite the fraud reported on my account. They are refusing to refund the money or accept accountability instead blaming me for the fraud even though I reported the account as compromised stolen cards and phone. They should have locked it all down.They did stop a second transaction for $2500 and didn't pay for some venmo transactions but won't refund this.

  

  Business Response

  Date: 03/07/2023

  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. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19495783
  
  I am rejecting this response because: AFCU refuses to refund money for the fraud that occurred after I reported my phone and cards stolen. 

  When I reported my phone as stolen they should have know that meant my online banking was compromised too.  They failed to protect me from fraud that occurred after I reported the theft

  *************************************************************************

  I was robbed in New ******** ****** report: T23000876 they compromised my passcode and were able to commit this same fraud.

  This type of fraud is becoming more and more common but the banks are failing to do anything about it.

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

  

  Business Response

  Date: 03/17/2023

  Dear BBB,
  We 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(s) 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 a written response will be provided to ******************* There is no obligation on the part of America First to provide any further resolution or response.
  Sincerely,
  *********************

• Initial Complaint

  Date:02/17/2023

  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 took out an auto loan through AFCU in 2020 and am trying to pay off the loan in full. Every time I try to pay off the loan in full with a card from another financial institution, the transaction doesn't go through. It has nothing to do with an incorrect entry, it's completely their system. All representatives have told me to go to a branch and pay it off through cash or check. This is completely unacceptable. I am more than 2 hours away from the nearest branch. This is a tactic to force customers to continue to accrue interest on their loans and hinder any possibility of them paying off their loans. This bank intentionally makes it difficult for customers to pay off their loans online, and deceives them into believing they can pay it off in full online.

  

  Business Response

  Date: 03/01/2023

  Dear *******************************,
  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:02/10/2023

  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 a couple lates on my credit file. These lates are from 9/22 and 8/22. At this time I had my son pass away in a car accident and due to the cost of the funeral I was unable to make those payments. I got caught up as soon as I could and have kept the account in good standings since then. I am asking that you please remove the lates on my credit file. I am trying to obtain mortgage financing and this is the only thing in the way. Please remove the lates.

  

  Business Response

  Date: 02/17/2023

  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.

• Initial Complaint

  Date:02/04/2023

  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 advertises a 6 month CD rate at 4.0 APR and **** dividend rate as of January 2023. However, they actually do not pay that amount. The amount is actually half of that for a 6 month CD. False Advertising and then they charge you a fee to get your money out after you locked in the CD. There should be no fee to withdrawal money when realizing there are falsing advertising rates.

  

  Business Response

  Date: 02/16/2023

  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.
  

• Initial Complaint

  Date:01/11/2023

  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 sent over a wire transfer a month ago, and it was put in my account and then taken out. They have said they would fix it and give me the **** that is owed, but havent done so.

  

  Business Response

  Date: 02/03/2023

  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:01/06/2023

  Type:Billing 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 recently purchased a car in **********, **. The financing, through the dealership, is with America First Credit Union. My state of residence is **********. I have been trying to register this car through the ************* of ***** Vehicles and America First Credit Union has not responded to NM DMV request for lienholder title. The first request was sent 11/3/22 and the second was 12/20/22. To date, NM DMV has not received any response. I have personally called America First Credit Union both in December and now in January. At this time, the title department for America First did state that they had not sent the lienholder title to NM DMV. It has now been two months of phone calls and requests and America First Credit Union has yet to do their job, of which, I did pay tax, title and license for a vehicle that I have been unable to drive since 11/17/22 related to the now expired temp tags.

  

  Business Response

  Date: 01/30/2023

  Dear ******************************* ******,
  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 spoken with you.  Note that we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly.  We look forward to hearing from you soon. 
  Sincerely,
  *******************************

  Customer Answer

  Date: 01/30/2023

   
  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,
  
  ******************************* ******