Complaints

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

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  Schools First Federal Credit Union

  15442 Newport Ave Tustin, CA 92780-6473

• 

  Schools First Federal Credit Union

  1209 University Ave Riverside, CA 92507

• 

  Schools Financial Credit Union

  1601 Douglas Blvd Roseville, CA 95661

• 

  Schools First Federal Credit Union

  17500 Bloomfield Ave Cerritos, CA 90703

• 

  Schools First Federal Credit Union

  43816 15th St Lancaster, CA 93534

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:03/25/2025

  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.

  im not liable for this debt with SchoolsFirst Federal Credit union, I do not have a contract with SchoolsFirst Federal Credit union, they did not provide me with the original contract as requested

  Business Response

  Date: 04/02/2025

  Our records indicate that Mr. ****** had a credit card with SchoolsFirst FCU. The credit card was charged off on 11/14/2021 in the amount of $1,209.20. Statements show payments toward the credit card,including documentation of SchoolsFirst **************** contacting Mr. ****** to verify account activity.
  
  If Mr. ****** believes there is a credit reporting error, he may submit a credit reporting dispute. As outlined in the Fair Credit Reporting Act, we ask that he provide the following information for us to complete an investigation:
  
  Account number being disputed.
  The specific ********************** reporting that is being disputed (e.g., June 2020 - 30 days late)
  An explanation of the basis of his dispute.
  
  With the above details, Mr. ****** may file a credit dispute through the credit reporting agencies directly or mail his dispute to the Credit Union at the address below:
  
  SchoolsFirst FCU
  Attn: Credit Disputes
  PO Box 11547
  *******************

• Initial Complaint

  Date:03/10/2025

  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 am writing to formally report a fraudulent account that has been opened in my name with SchoolsFirst. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the unauthorized ******************************** Name: SchoolsFirst Opened Date: July 2, 2022 Account Number: ********** High **********************: $15,000.00 I kindly request the immediate closure of this fraudulent account and the removal of any negative information associated with it from my credit report. Additionally, I would appreciate written confirmation of the accounts closure, along with any relevant documentation regarding the fraudulent *********** support my claim, I have attached a copy of my Identity Theft Complaint for your reference.Thank you for your prompt attention to this matter. Please confirm receipt of this request at your earliest convenience. Should you require any additional information, feel free to contact me at [Your Phone Number] or [Your Email Address].

  Business Response

  Date: 03/14/2025

  We are in receipt of a complaint filed with the Better Business Bureau by ******** Khalil *************** the complaint, ******** ****** states they are a victim of identity theft and is requesting SchoolsFirst FCU to remove any adverse reporting from their credit report.
  
  California Civil and Penal Code regarding debt collection activities when identity theft is alleged requires debtors to present a copy of a Federal **************** (FTC) identity theft report and a written statement, which we have received. Before an investigation can begin, ******** ****** must provide all required documentation.Upon receipt of the required documentation, any adverse information previously reported to a credit reporting agency will be updated to reflect the debt is being disputed. In addition, any debt collection activity will cease during the investigation. Upon receiving this complaint, we have opened an identity theft investigation. Upon completion of the investigation, a letter of determination will be sent to ******** ****** to inform them of the outcome and the basis of our findings.

  This information can be mailed to:

  SchoolsFirst Federal Credit Union

  PO Box 11547

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

  Sincerely,

  **** ******

   

  
  

• Initial Complaint

  Date:02/03/2025

  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.

  - Upon research and completing the process of filing a pre-approval with this bank, I was asked verbally if I would approved of running a credit check on my credit. I approved, but it was not explained to me that the bank was allowing credit companies to share my information with over 300 separate mortgage and life insurance companies that have repeatedly called me and were given my information without my approval. Even after opting out of this policy with the credit companies, I continue to receive calls with private information. This has been an absolute breach of trust and it was never explained that I was agreeing to share my private information through the bank to any group other than credit companies to be kept by them. In addition, my wife's credit has been run by a sleazeball organization called Credco, who is a reseller of credit information. I NEVER AUTHORIZED HER CREDIT TO BE RUN. I will sue this disgusting organization and the credit reporting agencies.I want to be credited for the time and effort lost, as well as the damage to my credit which has always been exceptional, as is my wife's.

  Business Response

  Date: 02/06/2025

  SchoolsFirst FCU recently received feedback through the Better Business Bureau (BBB) regarding receiving unsolicited calls shortly after submitting your home loan application. We sincerely apologize for the frustration and inconvenience this unfavorable situation has caused you and your wife.
  
  Protecting your privacy and personal information is a top priority at SchoolsFirst FCU. As such, the credit union does not sell Members information to outside companies.The unsolicited calls you receive may stem from the information provided by the credit bureau(s). The national credit bureaus have programs that identify applicants in the market for new credit, including a home loan. These programs generate a list that are made available for lenders to purchase.
  
  We understand youve taken action on your end by opting out of sharing your information with credit companies; however, we also recommend taking the following steps below to opt out of unsolicited phone calls:
  
  Call ************** ***************) or visit ***********************.
  Note: You will be asked to provide personal information, including home telephone number, name, Social Security number, and date of birth. The credit bureaus operate this opt-out service, and the information provided is confidential and will be used only to process the request to opt-out.
  Register your phone number with the National Do Not Call Registry at *****************.
  Contact your phone service provider for call-blocking options.
  
  We value your trust and appreciate the opportunity to address your concern. If you have any questions, please contact me directly at *************************.
  
  Sincerely,
  
  
  ****** *****
  Vice ********************* Originations
  SchoolsFirst Federal Credit Union

• Initial Complaint

  Date:02/01/2025

  Type:Customer Service 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 genuinely love Schools First FCU for a few reasons. I like that theyre typically generous and nice with fees (such as lower interest rates or no out of network ATM fees). Their customer service is also often helpful.But I have a concern regarding their non sufficient funds fee, even when the **** does not pay a declined *** transaction. Many of the big banks, such as ********* and *************** have went away from charging *** fees if a transaction is not paid by the bank and the transaction was not presented as a physical check that was declined. Schools First FCU will always charge a NSF of $22 even when they do absolutely nothing and reject the *** transaction. To make matters worse, many merchants will resubmit said transaction multiple times until its paid or can no longer be submitted due to attempt limits, and when they do resubmit, you are charged an *** each time. This process should absolutely not be legal, especially when the bank does absolutely nothing on their end but reject the transaction? Again, many banks have ended this practice, even the big guys, so Im not sure why such a small customer friendly ********************************************* is still implementing such an archaic fee.I am also worried schools first may decide to close my account 1) due to this complaint and 2) my history of NSF fees (despite none of the transactions being covered by the bank). I like my relationship with them, but unfortunately there are months when my school paycheck comes very late as they dont do direct deposit and require me to receive a paper check by mail each month. I hope I will not be closed by Schools First FCU.Thank you.

  Business Response

  Date: 02/11/2025

  We are in receipt of a complaint filed with the Better Business Bureau by ******** ******. In the complaint, Mr. ****** states that he has concerns regarding SchoolsFirst FCU non-sufficient funds fee (NSF fee), specifically, charging an NSF fee when the transaction is not paid by the credit union. Mr. ****** also expressed concern on charging NSF fees when an item is re-presented for payment multiple times. Mr. ******* stated that he was worried that SchoolsFirst FCU may close his Membership due to filing this complaint and/or due to the history of *** fees on his Membership.
  As outlined in SchoolsFirst FCU Statement of Fees, an NSF fee of $22 is applied to any payment instrument or payment method, including check, ACH or other electronic transaction presented against a non-sufficient funds (NSF) available balance and returned. To limit the number of fees our Members incur, no more than three NSF or Overdraft fees are charged per share, per day. Additionally,SchoolsFirst FCU no longer assesses NSF fees to re-presented items, so a Member will not incur multiple NSF fees for the same item.
  We strive to serve our Members while keeping fees to a minimum. We welcome feedback from our Members as we continuously assess how we can improve, and do not retaliate for complaints filed. Mr. ******* account remains in good standing at this time.
  If Mr. ****** has any additional questions, we welcome him to contact a payment operations representative at ***********************.
  
  
  Sincerely,
  ***** ******
  Manager, Payment Operations Department
  

• Initial Complaint

  Date:01/17/2025

  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.

  To Whom It May Concern,I am writing to inform you that after recently reviewing a copy of my credit report published by your company, I identified several inaccuracies. The accounts in question are outlined below:SCHOOLSFIRST Account #: **************** Balance: $1,209.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am requesting copies of all the documents currently in your files that were used to verify the accuracy of these accounts. Please provide these documents as part of your response to this letter.I ask that you refrain from replying with a generic statement that the accounts have been verified. Instead, send me the specific records you have on file that support their verification. If no such documentation exists, I request that the disputed accounts be deleted from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate items on my credit report and sharing this information with third parties negatively impacts both my creditworthiness and my reputation.

  Business Response

  Date: 01/27/2025

  We are in receipt of the Better Business Bureau complaint regarding FCRA section 611 and 1681g.  Both regulations cited apply to *************************** which SchoolsFirst Federal Credit Union is not.  Therefore, no action has been taken as result of this complaint.

   

  Sincerely,

  **** ******

  Vice President, ************** Experience

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service 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 am not liable for this debt with SchoolsFirst Federal Credit Union, I do not have a contract with SchoolsFirst Federal Credit Union, as they did not provide mw with the original contract per request.

  Business Response

  Date: 01/08/2025

  California Civil and Penal Code regarding debt collection activities when identity theft is alleged requires debtors to present a copy of a Federal **************** (FTC) identity theft report and a written statement. Before an investigation can begin, Ms. ***** will need to provide all required documentation and complete reporting with the ***. Upon receipt of the required documentation, any adverse information previously reported to a credit reporting agency will be updated to reflect the debt is being disputed. In addition, any debt collection activity will cease during the investigation.Upon completion of the investigation, a letter of determination will be sent to Ms. ***** to inform her of the outcome and the basis our findings.

• Initial Complaint

  Date:11/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with SCHOOLSFIRST FEDERAL CREDIT UNION. I do not have a contract with SCHOOLSFIRST FEDERAL CREDIT UNION, they did not provide me with the original contract as requested.

  Business Response

  Date: 11/07/2024

  We are in receipt of the complaint filed with the BBB by ******* ********. In the complaint, Ms. ******** states she is not liable for the debt with SchoolsFirst FCU as she states she does not have a contract with SchoolsFirst FCU. As a result, Ms. ******** is asking to have the tradeline removed from her credit report.
  
  After reviewing Ms.Pimentels complaint, SchoolsFirst FCU is unable to investigate the claim for inaccurate credit reporting, due to missing information as outlined in the Fair Credit Reporting Act. We are unable to determine which tradeline(s) Ms. ******** is disputing and the basis of her dispute. Ms. ******** has several paid and closed tradelines with SchoolsFirst FCU. We ask that Ms. ******** provide the following information in order for us to complete an investigation:
  
  Loan ID(s) being disputed
  The specific credit reporting that is being disputed (i.e. June 2020 30 day late)
  An explanation of the basis of his dispute.
  
  With the above details, Ms. ******** may file a credit dispute through the credit reporting agencies directly or mail her dispute to the Credit Union to the address below:
  
  SchoolsFirst FCU
  Attn: Credit Disputes
  PO Box 11547
  *******************
  
  SchoolsFirst FCU understands the importance of accurate credit reporting and abides by all fair credit reporting laws and regulations. If Ms. ******** has any further questions, she can contact one of our Credit Dispute Representatives at ******************.
  
  
  Sincerely,
  
  ****** ******
  Manager, Credit Bureau Reporting
  

• Initial Complaint

  Date:10/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is showing misleading/inaccurate information on my credit report as delinquent, when in fact the company's errors lead to said delinquencies. The bank attached to the credit card company has locked me out of my account twice, preventing me from making payments or other transactions due to a fraud block precaution initiated by them. Additionally, my account was subsequently victimized by fraud of $410, a month prior to the billing period (May 20, 2024) that is being reported as late and the company refused to investigate my fraud claim which affected the late reporting due to the fraud happening 5 months prior to the date of my claim. They stated that it was out of their investigation date range and I reported this fraud on October 24, 2024. Company refuses to make adjustments to the credit report or reimburse my account for the fraudulent charge.

  Business Response

  Date: 11/12/2024

  Our records show Mr. ***** had a credit card opened on October 16, 2023, for a credit limit of $5,000. SchoolsFirst received an alert that Mr. ****** debit card was added to Apple Pay on an unknown device. A temporary block on Mr. ****** debit card was placed as a precaution on December 28, 2023. Mr. ***** responded to the alert on January ******, and confirmed that his card may have been compromised and confirmed the fraud alert. At that time, his card was closed, and a new card was reissued.During the time of the debit card block, Mr. ***** was still able to access the funds in his share and online banking.
  
  In accordance with Regulation Z, Members are required to promptly notify us of any suspected errors within a specified timeframe to ensure effective investigation and resolution. Under Regulation Z,Members have 60 days from the date the first statement containing the error was sent to report the error. The transaction in question posted on May 21, 2024,and appeared on statement date June 16, 2024. Mr. ***** notified us until October 24, 2024, this notification falls outside the regulated 60-day window. The $410 transaction was not the result of delinquency reporting. Statements attached show Mr. ***** missed two payments between March 2024 and June 2024,resulting in a late reporting for July 2024. Mr. ****** credit card balance was $4752.14 and up to $5167.83, with an amount due for every credit card cycle.
  
  Based on our research, the fraud block prevention and $410 charge were not a result of Mr. ****** late reporting.There will be no modifications to Mr. ****** credit report. As stated above,the charge in question falls outside the regulated 60-day window and can no longer be disputed or refunded.
  
  If Mr. ***** has additional questions, he can contact our Credit *************************** at **********************.
  
  Sincerely,
  
  ****** ******
  Manager, Credit Bureau Reporting

• Initial Complaint

  Date:10/16/2024

  Type:Order 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 Modifications Recast fee of $250 refund was promised and or applied towards the principal of our mortgage. It has been several weeks, and we continue to receive mixed responses from different departments. This has become extremely frustrating and disappointing from a client standpoint, as well as an extreme waste of time being on the phone to check in constantly. Hoping to find a point of contact to actually resolve this issue. Thank you.

  Business Response

  Date: 10/22/2024

  In July 2024,we received the borrowers request to recast the mortgage. Member made a principal reduction payment in the amount of $200,000 on August 4. A recast modification agreement was mailed to the Member to sign, notarize and return with the required fee. On September 3, we received the modification agreement and $250 recast fee. On September 4, the system changes were completed to reflect the recast modification terms. A new monthly billing statement for payment due on October 1, 2024, was issued on September 5. On September 26, the Member spoke with a **************** Representative and expressed dissatisfaction with the recast outcome. Member explained they believed that the recast would change the maturity date as well as the payment. Member was advised the recast changes the payment only, by re-amortizing over the original term. The Member was advised that he would need to submit a letter, to request the recast be reversed. The written request was received on October 4. Member asked that the recast be reversed, and the fee be refunded or applied to his principal.The recast reversal was approved and completed on October 9, 2024, and all payments were reapplied correctly. The fee is not refundable,and the recast process had been completed prior to the Member requesting the reversal. The Member was advised of this in multiple subsequent phone conversations. We regret any inconvenience our Member experienced during the processing of their request.  Though the $250.00 recast fee is normally a non-refundable fee, SchoolsFirst Federal Credit Union will refund and apply the $250 fee to the loan principal as an exception in the spirit of *************** We are taking prompt action to complete this and will confirm that our Member is satisfied with the results prior to closing the case. If you have any questions or would like any additional information, please contact me at ************************. ****** ***** Manager, Real Estate Loan Servicing   

  Customer Answer

  Date: 10/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:10/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute a fraudulent entry on my credit report that is causing considerable harm to my financial standing. I am a victim of identity theft, and I have filed a complaint with ***************** to address this issue.The fraudulent account in question ************************* Account #: ***********Date Opened: 07/24/2020 I did not open this account, nor did I authorize any activities related to it. Its presence on my credit report has negatively affected my credit score and has made it difficult for me to access financial services. I request that this account be removed from my credit report immediately

  Business Response

  Date: 10/17/2024

  California Civil and Penal Code regarding debt collection activities when identity theft is alleged requires debtors to present a copy of a Federal **************** (FTC) identity theft report, and a written statement. This complaint will serve as the written statement.  However, before an investigation can begin, the complainant will need to provide all required documentation and complete reporting with the ***. Upon receipt of the required documentation, any adverse information previously reported to a credit reporting agency will be updated to reflect the debt is being disputed. In addition, any debt collection activity will cease during the investigation.Upon completion of the investigation, a letter of determination will be sent to the complainant to inform of the outcome and the basis our findings.