ComplaintsforFirstLight Federal Credit Union

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a completely nonsensical ten dollar "inquiry fee" for me having to have my rental company (I live in income based housing) check my account. I called and was offered zero explanation at first, was hung up on. Then I called back and was lied to, being told that my landlord is the one who charged me and that Firstlight did not charge me any fee of any kind (a blatant lie). The account is in both my name and my elderly father. My father went ahead and bit the bullet and paid the fee to close the account. It wasn't a lot, but I would like to see his $10.00 refunded to his account as this fee was never stated and they lied to me explicitly telling me that "they don't charge any fees like that". Absolutely the worst experience with a financial institution in my life. I have never been treated with such disrespect and been lied to like that.

  Business response

  03/01/2023

  I apologize for the delay.  The member was contacted by our team and was refunded the charge. The credit union will waive these mortgage fees for members who are living in income based housing going forward.  The complaint was resolved and the member was made whole.  Thank you for bringing this issue to our attention and allowing us the opportunity to make it right.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was called by First Light about two months back about a charge on my Visa that needed to be paid. I informed them that I did not make that charge. They told me they would remove it and I instructed them to close the account. They are calling me again, now about the same thing. It is extremely difficult to get through the lines and they email me twice and I answered them and asked them what they needed. Then they don’t answer me. I called again today and they put me on hold too long. Please help.

  Business response

  08/18/2022

  Good Afternoon Ms. ******,

  
  I apologize for any confusion and inconvenience this has caused you.  We at FirstLight value your membership and would like the opportunity to make this right.  Due to confidentiality, we do not discuss specifics on member accounts on the portal. We are researching your claim and will respond via email by August 25, 2022. In the meantime please feel free to call with any questions or concerns, you may reach me at ###-###-####.
  
  Thank you for your patience.

  Adriana M****

   

  Customer response

  08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  Firstlrght  can resolved this issue with in an hour because this is their error.  This just more delay and that is probably a robo email response just like what they were sending me.  
  
  Regards,
  
  ******** ******

*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. ↩