ComplaintsforFirst Tech Federal Credit Union

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. CRDT FIRST ***** $1,368 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business response

  09/21/2023

  Hello *******,

  I have searched within our system for your account by name, account number, email, and phone number you provided and unable to locate any profile or account. The name of the company you referenced said CRDT FIRST but we are First Tech Federal Credit Union. I'd like to confirm that you are trying to contact First Tech Federal Credit Union and not a different lender. Please send an email to ******************************************* and provide additional information about the type of account that was reported (loan, checking, credit card, etc) and full account number if that was not previously provided. If you could include a copy of the credit report and block out anything that doesnt pertain to this research request, that would be helpful as well. 

  Thank you,

  Member Experience

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is ****************** muhire my dob is 07/20/1999 my address is **** e Union ************************** ** *****. My account was closed and put on hold once I filed a dispute within 30 days after opening my account , the dispute was completed but my money is still being held and not allowed to use it or touch it. My ssn last 4 is ****

  Business response

  09/28/2023

  Hi ****,

  We appreciate you providing us the opportunity to hear and respond to your concerns regarding your membership with First Tech. We are very sorry to hear about your poor member experience.
   
  We take your complaint/feedback seriously, please know that it has been reviewed by the appropriate leadership teams. First Tech does everything possible to ensure that our fraud servicing practices are in compliance with all applicable laws and regulations. Additionally, we are constantly looking at our service levels and adjusting them to improve member interactions and engagement.
   
  We have reached out to you directly to give you your options, but please don't hesitate to give us a call at ************ if you have any additional questions.

  Customer response

  09/29/2023

   
  Better Business Bureau:
    They have released my funds in form of check at their cashless branch and closed out my account
  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

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today, September 1st, 2023, is a day I'll never forget, and for all the wrong reasons. I'm forced to miss a life-critical chemotherapy session because my account with ********************** is suddenly "under review." I opened this account on August 10th, believing I'd have a reliable place to manage my finances, especially during a time when I need stability the most.Shockingly, they chose to initiate this review on the very day of my first direct deposit, locking me out of essential funds. Worse, it's Labor Day weekend, meaning I have to endure extra days of stress and uncertainty.Customer service? A nightmare. The agent laughed during our conversation and left me on hold for nearly an hour. Then, to add insult to injury, he told me to "go get a credit card" and wait two weeks for the review to complete.I'm in disbelief, in tears, and in a position where I now have to scramble to figure out what to do about my cancer treatment.Their lack of customer service and basic human empathy is not just disappointing; it can be life-altering.

  Business response

  09/05/2023

  Hi ******,

  We are very sorry to hear what you went through today,but Im glad to see this was previously resolved for you. Please know that we appreciate your membership and let us know what you need in the future.

  Thank you,

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an automated voice mail about possible fraudulent charges. The automated voice mail was suspect in this day and age of robocalls, so first I would suggest First Tech do a better job of making it clear their system does not promote the robocall fraud schemes rampant today. I called the number provided, and confirmed the charges as fraudulent in their automated system, but was then informed I needed to speak with someone. After being on hold for 10 minutes a message alerted me no one was available and hung up. No indication of what the required next steps were, if the issues were taken care of, if someone was returning my call....nothing! This is absolutely the worst customer service in a fraud situation I've ever encountered...First Tech should be ashamed. I then called customer service, and apparently there is an out of hours call center that has limited capabilities, but luckily they were able to contact the fraud department, after 30 minutes of holding, and get the charges listed as fraud. I asked for a supervisor due to the ridiculous time frame, and the representative wanted to hang up on the fraud department, so I told her not to do that, but get me a supervisor and not lose the fraud department we've been on hold with...the fact I had to explain this is also ridiculous. The fraud was reported, although the representative didn't seem to understand what fraud was, and was simply going to turn my card back on, but only after I explained to her again I didn't authorize any charges did she finally grasp she needed to close the card. At this point she informed me I have to call back or come into a branch to get a new card. Not once in my life have I ever reported a fraudulent charge and not had the bank send a new card as part of the process. This policy is ludicrous. I then spoke to a supervisor who didn't even know the name of the person I was speaking with, she said ******* or *******, and her name was *******.

  Business response

  09/18/2023

  Dear ******,

  We appreciate you providing us the opportunity to hear and respond to your concerns regarding your recent interaction with First Tech. We are very sorry to hear about your poor member experience.
   
  We take your complaint and feedback seriously, please know that it has been reviewed by the appropriate leadership teams and feedback has been provided in multiple areas to improve our customer service. ******************** Tech does everything possible to ensure that our servicing practices are in compliance with all applicable laws and regulations. Additionally, we are constantly looking at our service levels and adjusting them to improve member interactions and engagement.
   
  If you have any questions please call our ************************* at ************. At that time a representative will help direct you to the appropriate department. Thank you! 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First Tech Credit Union it has come to my attention that you illegally reported my information to unaffiliated 3rd parties without giving me my disclosures. Pursuant *** **** you are required by law to give me 3 disclosures I have checked all documents from your institution given to me and none of these documents contained any of the required disclosures pursuant

  Business response

  08/18/2023

  Hi *******,

  We appreciate you reaching out and providing us the opportunity to assist you. The disclosures were provided when you opened you first opened your account with us. I have sent you a separate secure email detailing the dates that these disclosures were provided as well as additional directions on how to update your opt out preferences if you wish to do so.

  Thank you,

   

  Customer response

  08/18/2023

   
  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

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my credit union first tech has frozen my accounts with no explanation when i called i provided the documents they requested and still have not gotten my account unlocked.

  Business response

  08/21/2023

  Dear *****,
  
  Thank you for your message. You spoke with an associate from our **************** on 8/15/23 and they provided the information regarding your accounts and reasons for restrictions. I understand you were not satisfied with the outcome of that call and submitted a CFPB complaint on 8/16/23. We will respond directly to that complaint in the allotted time necessary. Please know that any complaint entered into the BBB system is transferred to the First Tech Complaint Program for review and tracking. Thank you!

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This bank has put my money on hold its been almost 2 months without an explanation of what reason why and I have done nothing with my account at all I have money in there I work hard for and need to pay my bills with and this bank refuse to release my money when Ive done nothing will not give me an explanation and wont let me speak to no supervisors or anything to find out why theyre messing with my money and account they told me it will take up to 45 days at the most now its past ********************************************************** release my money and messed up my name on my bank account this company has not regards for others at all they dont stand on there word or dont communicate with customers after yall illegally took and put my account on hold and I have 4 kids and bills to pay Im not rich and been struggling more because of this

  Business response

  08/17/2023

  Hi *******,
  

  Thank you for taking the time to share your concerns regarding our fraud investigation. It looks like you have been talking to a representative about the additional documentation we need to continue our investigation. Please send those to the email that was provided or if you have any additional questions you can give us a call at ************. Thank you for your assistance in this matter.

  Member Experience 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened up an account with ****************** tech for their promotional offers. The new banking account came with $200 after getting direct deposits for 3 months of $1k or more. The debit card portion 10 percent for grocery, delivery, and streaming services. For over two months, I called in and first tech representatives told me that I am enrolled in this promotion. I also opened a credit card with a 3k spend and 20k points totaling $200 back. The agents also told me I was enrolled in that.I would like to file a complaint against agent **** specifically who I talked to today. She gave me the wrong information that my account was opened in March and does not qualify for anything. She insisted on the wrong information and hung up on me. I need there to be an investigation into this. I also need first tech to honor their promotions and give them to me.

  Business response

  08/07/2023

  Hi ******,

  We appreciate you providing us the opportunity to hear and respond to your concerns regarding your membership with First Tech. We are very sorry to hear about your poor member experience.
   
  We take your complaint seriously, please know that it has been reviewed by the appropriate leadership teams. First Tech does everything possible to ensure that our lending and servicing practices are in compliance with all applicable laws and regulations. Additionally, we are constantly looking at our service levels and adjusting them to improve member interactions and engagement.
   
  We were able to follow up with you regarding the qualifications, but if you have any additional questions please call our ************************* at ************. At that time a representative will help direct you to the appropriate department. Thank you! 

  Customer response

  08/07/2023

   
  Complaint: 20420824
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  08/07/2023

  First Tech has NOT reached out and clarified the rewards status with me. I have NO such correspondence from them. I am unclear on what I am enrolled in. There has been no investigation done on the agent who hung up on me. And I have NOT been contacted by the business. The business put in a generic and untrue and inaccurate response. 

  Business response

  08/07/2023

  Hi ******, 

  The representative you spoke with submitted an inquiry on your behalf and it was determined that additional qualifications need to be met. I apologize you did not receive the follow up on 8/4. Please give our customer service a call at ************ and they will be able to go over these with you. In addition, the conversation was reviewed and coaching opportunities were identified. 

  Thank you,

  Customer response

  08/07/2023

   
  Complaint: 20420824
  
  I am rejecting this response because:

  I called the number that you gave me. Your customer service have told me that they do not have a resolution. I need an actual follow up. 

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

  Business response

  08/08/2023

  Hi ******,

  The promotion that you are referencing is still ongoing and why there is no resolution as the promotion is still live. Payouts for this promotion will not be completed until September and you will not see this until then. In addition, the other promotions will be completed in October and November as long as you meet those qualifications. A copy of this information was provided to your email detailing this information as well. 
  
  At this time there has been no payout since the promotion has not ended.

  Thank you,
  
  Member Experience 

  Customer response

  08/08/2023

   
  Complaint: 20420824
  
  I am rejecting this response because: I need to talk to an actual person. I have not received an email or a phone call from you. Your representatives cannot answer my questions. Please call me at ********** so my questions can be answered. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  FTCU has failed to close my business checking account as requested 1 month ago. A full month has passed and not one effort has been made to get the account closed to prevent future fraudulent charges on my account. Now, I have been charged $165 in false charges and overdraft fees.I went in to the branch on June 26, 2023 and met with ******* to request the account closure. On that same day, ******* processed a deposit of $3,709 into another account. ******* explained that he had to take care of the other people in line for the teller window where he was working and that he would process the account closure for me.Nothing has been done. NOTHING. In a full month. This is unacceptable. GET IT DONE FTCU. NOW.A week ago, I received an email from service@ FTCU notifying me of the ** and instructing me to make a deposit. NO. NO. NO. FTCU needs to fulfill my request to permanently close the account and reverse all charges caused by their neglect.I replied to the service@ FTCU email explaining the situation. I also CCd ******* >>>> who works in the branch I have my accounts at. ******* did reply stating that she would look into the situation. So far, again, nothing is being done to close the account and stop these charges.FTCU has been negligent in their fiduciary duty to protect my account, as requested in person, against fraudulent charges. I expect FTCU to 1) Immediately process the account closure and, 2) Reverse all charges and fees to $0 out my account balance with no charges to me.

  Business response

  07/25/2023

  Dear *****, 

  We appreciate you providing us the opportunity to hear and respond to your concerns. We are very sorry to hear about your poor member experience.
  We take your complaint/feedback very seriously, please know that it has been reviewed by the appropriate leadership team who confirmed that they've provided a resolution. Thank you for bringing this to our attention. We're constantly looking at our service levels and adjusting them to improve member interactions and engagement. If you have any questions please call our ************************* at ************. 

  Thank you,

  Member Experience 

  Customer response

  07/25/2023

   
  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

  07/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for the debt with FIRST TECH. I do not have a contract with FIRST TECH.You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person.They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attached as well, they are in major violation.

  Business response

  07/18/2023

  Dear Te'Niqua,
  Thank you for providing us the opportunity to hear and respond to your concerns regarding your charged-off personal loan with First Tech FCU. We are sorry to hear about your current situation.
  
  We take your complaint very seriously, please know that it has been reviewed by the appropriate leadership teams. First Tech does everything possible to ensure that our lending and servicing practices are in compliance with all applicable laws and regulations. A dispute was submitted to our **************** on your behalf. Their investigation found the charge-off of your personal loan was appropriate and your request for dismissal is denied. You should have received a more detailed response directly from our ****************.
  
  If you have any questions please call our ************************* at ************. At that time a representative will direct you to the appropriate department.
  Thank you.

*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. ↩