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Business Profile

Credit Union

First Financial Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for First Financial Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

First Financial Credit Union has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • First Financial Credit Union

      4910 Union Way NE Albuquerque, NM 87107-7014

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    • First Financial Credit Union

      700 W 2nd St Portales, NM 88130-6242

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    • First Financial Credit Union

      1383 US Highway 491 Gallup, NM 87301-5428

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    • First Financial Credit Union

      831 Juan Tabo Blvd NE Ste A Albuquerque, NM 87123-1426

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    • First Financial Credit Union

      2290 E Superior St Silver City, NM 88061-7729

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/24/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      My complaint is a payment I made which was never credited to my account. I applied for a credit card through First Financial Credit Union on September 26, 2022. Received Visa card on October 11, 2022 I used the Visa card up to October 13, 2023. I misplaced the Visa card so I reported it and it was closed. Around their this time I received a letter telling me the visa card will be closed since they were switching to master card.

      Business Response

      Date: 01/23/2024

      This credit card is from First Financial Credit Union in New Mexico. This complaint is not for an account with our institution. First Financial Credit Union in Skokie/Chicago is now Encurage Financial Network Credit Union. This should be redirected to the proper institution.

      Business Response

      Date: 02/27/2024

      Dear Mr. ************

      I am very sorry to hear about the payment you made of $190, that was not originally applied to your credit card.  I had our team research and they did not find any recorded calls or secure messages from you, regarding the missing payment.   You may have gone into a branch but we don't record those conversations. 

      In order for the team to research the item with FIS (our third-party credit card processor) we needed a copy of the back of the money order.  When you submitted your complaint to the BBB, you included a copy of the money order which allowed us to research it.  What we found was that FIS had miss-applied your payment.  The money order was sent directly to FIS, rather than FFCU and it did not include the payment coupon, only the last 4 digits of the account.  Thus, FIS had a difficult time reading your name properly and applying it properly without the full account number.  With that said, we were able to work with FIS to find your miss-applied payment of $190 and we reposted it correctly to your account on 02/18/2024, with an effective date of 10/30/2023.  In addition, we refunded a finance charge of $1.04 to your account on 02/18/2024.  I also confirmed that your old VISA card was closed, and you received your new Mastercard with us and it is now activated.  Therefore, you should be all set but please know that you can contact us directly, should you have any issues in the future at **************.  Again, I apologize for the inconvenience and we truly appreciate your business and your patience. 

       

      Customer Answer

      Date: 03/01/2024

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

      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.

      Regards,
      ***** ***********

    First Financial Credit Union is BBB Accredited.

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