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

  
• 

  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:12/13/2022

  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.

  The staff in the corporate office as well as the branch manager seem to think they can cross the boundaries of the legal system and treat you however they like. We are the customers. The bank is missing policies on how particular situations should be handled when it comes to paying out automotive insurance checks due to cost of repairs. I am choosing to repair my vehicle independently after an auto accident. I talked to my attorney and then stayed on hold 2 separate times to total 4 hours on hold with America first corporate office in ****. I was told repairing my own car is not an issue from AFCU and i was requesting a letter head to provide my insurance so that they would release the funds to me. They were going to do this but told me it would be easier to make the check out to ************** Upon showing the estimate with the check in a branch they would deposit the check directly to my account. So I wait for the check then head to a branch on 12/13/22. The branch has no clue of this process and once they hear that Im repairing the car they decide theyre not going to release the money. The insurance cut a check based on an estimate of damages prepared by a collision shop. This IS ONLY an estimate and yet America first as a leinholder thinks they can hold that money until youve provided a receipt of repairs! Thats what the check is for! Getting on the phone with corporate inside the branch, I can not believe how this representative spoke to me. I spent over an hour standing at a teller window while they figured out what to do. At the end of it they want me to jump through hoops to release the money for repairs. The insurance policy is my own, not paid by AFCU and if AFCU is worried about potential liability with a loss then they should have never approved the loan. You cant rethink the liability of the loan along the term of the loan. Absolutely ridiculous customer service. Ive been a member with AFCU for over 10 years and they have become the worst!

  

  Business Response

  Date: 01/12/2023

  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 directly. 
  Sincerely,
  *******************************

• Initial Complaint

  Date:11/30/2022

  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 is the 3rd time that the credit union has done this to me and now, I'm more than a little bit mad. I utilize the "overdraft protection" on my checking account for emergencies and I pay it up-though sometimes it takes a little bit longer than 45 days...but I'm still paying on it during those 45 days. Which makes my overdrafts collectable. So, my understanding of NAFCU's recommendations is that my account doesn't need to be closed out for being in the negative. Yet, America First does it every single time. I have applied multiple times for loans/lines of credit to use for overdrafts but, despite my loyalty to the *** my applications keep getting rejected-forcing me to use these fake overdraft products and then facing closure of my accounts WHILE I'm PAYING those overdrafts back. It doesn't make sense. Why would I want to stay with a company who continues to punish me for fulfilling my end of the bargain. Yet they won't fulfil theirs? I'm really, really, really close to just being done with America First. I have other banks and accounts, I don't need them, but I'm loyal and been with them off and on for a few years. All I want right now is: my accounts back the way they were (money back in my savings, checking back in the negative which I'll take care of MYSELF), stop controlling me by closing my account everytime I'm in the negative and, lastly, if you don't want me to use that "overdraft program" then approve me for a line of credit to cover my overdrafts. It's the same thing-without the overdraft fee and the ** of my accounts being unwillingly closed every few months.

  

  Business Response

  Date: 12/29/2022

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

• Initial Complaint

  Date:11/19/2022

  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 deposited a check from the University Im attending on November 9th 2022, which are funds from a government loan, into my America First Credit Union account. I was informed by the branch manager that my check would be on hold, and the hold will be released on Saturday, November 19th 2022. The Assistant branch manager today, told me I would have to wait until Monday November 21st 2022. I was trying to leave and he kept trying to tell me to be quiet and followed me out attempting to incite an argument.

  

  Business Response

  Date: 12/30/2022

  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:11/01/2022

  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 bank makes it nearly impossible to pay down their loans. They are extremely predatory and require fees to make one time payments that essentially negate the interest saving of making extra payments. They also limit the amount to make it next to impossible to get ahead. DO NOT get a loan through them unless you want to drown in fees. When asked to waive the fees they refuse. So far I have paid over 30 dollars in transfer fees just to make loan payments. Worse yet the blocked my external transfers which is the only fee free way to make a payment.

  

  Business Response

  Date: 12/12/2022

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

• Initial Complaint

  Date:10/23/2022

  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.

  This credit union has been nothing but incompetent and unconcerned with how they have treated me, and how they have treated my account. There phone system is absolutely atrocious, and has very poor content on their hold line. Everytime I have called, I sit on hold for a minimum of 45 minutes. I purchased a vehicle in 2021, and my loan is through A1CU, I sat down with a branch manager in Bountiful. To inititially set up auto pay for this loan. The branch manager did not know what he was doing. He had to refer to a teller for assistance, and between the two of them, they still in the end did not get it right. Trying to set up auto pay for a specific day each month. Easy right? Apparently not. Each month, I have to call in and wait on hold forever to find out why my auto pay has not gone through on the date they swore up and down will work the following month. It's getting very old. They are all aware about their phone service being very poor as they have openly admitted they hear this regularly. I don't live in Utah, and cannot easily go into a branch, so dealing with their phone services is so painful. On top of every single month I've had my loan with them, I have to call in and find out why the auto pay doesn't work. Also, their phone app is useless. There is very little you can actually do from this app. Aside from view numbers. I have grown to despise this company and wish I was doing business somewhere else.

  

  Business Response

  Date: 11/18/2022

  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. 
  Sincerely,
  Lisette T*******

• Initial Complaint

  Date:10/18/2022

  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.

  AFCU pulled money from one account and paid bill in another account without permission from account holder or even the knowledge. Account bill was late, but I don't believe this is legal when I'm not primary account holder of the account funds were taken.

  

  Business Response

  Date: 11/18/2022

  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*******

• Initial Complaint

  Date:10/18/2022

  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 had charges on my checking account that I didn’t recognize. Bank told me they couldn’t do a stop payment on the charges because they were pending. Company who did the charges wouldn’t refund my money because charges were pending. I spoke to the bank again and informed them to not let this company take any money out of my account again. This was for the month of September 2022. In October 2022 the bank let the company take out money again. I stopped using that bank after the first incident. Because there was not enough money in my account for the October payment the bank charged me $25.00 for NSF. This is not right. I’m very unhappy with this bank.

  

  Business Response

  Date: 10/24/2022

  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. If you need
  anything else, you are welcome to reach out directly. 
  Sincerely,
  Lisette T*******
  

• Initial Complaint

  Date:10/10/2022

  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 financed my vehicle through AFCU in April 2018. I've never been late on a payment but was forced to file bankruptcy due to medical issues, which charged off Dec 2020. On July 31, 2022, AFCU contacted the credit reporting agencies stating I had just filed bankruptcy. I contacted the company, they told me on Oct 6, 2022 that they've corrected the problem and my credit score was restored. Now Oct 10, 2022, they've contacted the credit reporting agencies again with the same scenario, causing my credit score to drop 20 points again. I have written letters and emails to the ***** ******************************, as well as ******************************* and ***************************. ******************************* advised me she sent out a letter to me on Sept 2, 2022 telling me this was handled. I never received that letter. She also didn't have a copy of that letter in my file. I'm not sure what information to upload without it having my SSN or account number on it.

  

  Business Response

  Date: 11/08/2022

  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.  Based upon the explanation provided, we believe this complaint is resolved.  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:10/07/2022

  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.

  In May of 2021 I financed a car through America First Credit Union and was required to show proof of insurance. A couple months after financing and had sent in the required paper work showing the car was insured they added collateral insurance. I contacted them and emailed insurance again but they continued to send letters stating that they had not received it. I called customer service and was given a number for a third party company who handles the insurance, the phone number did not work. I called again and was given a different phone number and finally spoke to someone after a 2 hour hold who told me to email it in which I did again. My account was still not fixed, I called customer service again and was told there was nothing they can do to help that this other company handles it for them. I requested a supervisor and was told that they were all supervisors, I asked them to call the company, they refused. I emailed the insurance information again and still nothing. I utilized the chat feature and they could not help either. I have had my agent send paper work as well but still the charges have not been removed and it is still reflecting as not insured by me. This has caused my payment to go up and it seems like no one is interested in helping. It seems like a some sort of scam at this point.

  

  Business Response

  Date: 10/28/2022

  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: 10/31/2022

  
  
  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:10/05/2022

  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 used the bill pay system to mail a check for my ins pyt. Unfortunately the co. is not in the 21st C. They don't do credit/debit cards & charge $10 for ACH pyt. or you're forced to do auto pay which I refuse to do. I don't want my acct. info in a strange system to be hacked @ a later date. The bill pay dept. tried to charge $15 for a stop pyt on an error they made. I forced them to waive it. Then they offered nothing to get my pyt to my carrier faster just the USPS again. I requested it on the eve of 9/15, they cut the check on 9/16 then held it & mailed it on 9/22! Why I have no idea! It angered me greatly & still does because all they offered was weak useless apologies for their error! The 1st pyt I sent had no issues, this is the 2nd pyt & they messed up, then didn't care whether my ins is canceled. I had to get a stop pyt on the BP check, wait 2-3 days for them to put $$ back in my acct., then had to send the ins. co. a check I wrote out via USPS because they don't operate in the 21st C. No relief from anyone! The carrier contacted me once the cancellation notice went out. I sent them the proof of my pyt effort & told them the dissatisfaction w/the CUs handling of the problem. CU only offered apologies not caring my policy was on the verge of cancellation due to them. They need to fix their BP for issuing checks! 1 more problem out of this system & it will be a huge problem for the CU! They also are slowing down paying ACH BP. My pyt for Wells Fargo went out but the notice didn't arrive to me until 11 PM 10/3. The pyt also didn't credit until late that eve. Not sure what they're doing but they along w/other banks & CUs are paying bills late from those systems. In the past 4 yrs. I've closed a # of accts. due to this. If I have to go back to putting sensitive info on creditors iffy secured sites, why do I need to have my direct deposit in their CU or any bank for that matter? Financial institutions are failing @ CS greatly! I work in banking too.

  

  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. 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,
  
  
  
  ******* ******