Complaints

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

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• 

  Credit First National Association

  6275 Eastland Rd Brook Park, OH 44142-1301

• 

  Credit First National Association

  PO Box 81344 Cleveland, OH 44181-0344

• 

  Credit First National Association

  4300 Leavitt Rd Lorain, OH 44053-2370

• 

  Credit First National Association

  PO Box 81315 Bk-11/Customer Service Cleveland, OH 44181-0315

• 

  Credit First National Association

  PO Box 81307 Cleveland, OH 44181-0307

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:03/26/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 don’t own or use the credit card since 2009 I called to remove my name from card. My ex wife is in jail and not using card. Someone is using card and not making payment. CFNA keep reporting me to credit bureau. I have called them on 3/24/25 and 3/25/25.I want to dissociate myself from that card Card no. 2717 **** **** ****

  Business Response

  Date: 03/27/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter. Please allow up to 30 days for our investigation and/or response.

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The card in question is being used by someone. It may be stolen. The first thing is to close the card 
  
  Regards,
  
  ******* ******
  
  
  
  
   

  Business Response

  Date: 03/28/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter. Please allow up to 30 days for our investigation and/or response.

  Customer Answer

  Date: 03/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The attachment shows that my ex-wife Cynthia is in jail and did not use the CNFA card/account. I did not use it . The card is stolen and used unauthorized. I plead that the card be closed as it is affecting my credit and causing me psychological distress and loss. I will seek for Attorney fees and court costs if this issue ends up in court.
  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  Date:03/24/2025

  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.

  March 1, 2025, I contacted CFNA-Firestone after I saw that there was an issue on my last pmnt out of one of my ckg accounts. I spoke to Lisa (T53), Cust Svc Rep who told me my acct is being handled by their Roads Depart. I spoke to Kelly in the Roads Depart. I explained what happened. Kelly removed the $50 fee. Kelly’s Svsr agreed to remove the $30 fee too. I gave my monthly pmnt to Kelly. March 19, 2025, I signed into my acct to make my pmnt. I proceeded to enter my other ckg acct info. I then called CFNA Cust. Svc -Trevor. I explained the issue I was having making my monthly online pmt. Trevor said he would delete my acct and have me re-enter my info. He said that this should correct the online pmnt problem. IT did Not work. Trevor then told me he would have to place my call on hold and check. He came back and said he could not help me?? I then asked to be transferred to the Roads Depart. He said the Roads Depart. couldn’t take my pmnt because it was not late. I asked to speak to Trevor’s Supervisor. Alex, Badge ID 10765, took over the call. Alex said he could not help me! He said I would have to go into a Firestone location & make a Cash payment. I explained that I am a Senior with disabilities and have difficulty walking. Alex said that there was Nothing he could do to help me! On March 20, 2025, I tried calling one more time. I first tried to pay thru their automated system. Their automated system would not accept my pmnt & the system transferred me to Billson, Badge ID BB3. Billson went on to say that he couldn’t take my pmnt. He Refused to transfer me to the Roads Depart because he said my payment was not past due!! I explained that I am a Senior with Disabilities. Billson said I could mail a pmnt but I would be marked late!! He said my Only Other Option was to physically take cash to a Firestone location!! I told him t I would report them to various agencies. Billson responded, “Go Ahead, No Problem.”

  Business Response

  Date: 03/25/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter. Please allow up to 30 days for our investigation and/or response.

• Initial Complaint

  Date:03/18/2025

  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.

  Credit First National Association **** *** ***** ********** ** ********** ************ ********* * have an already have an existing Account in (Good) Standing, with Payments, made in a (Timely) manner & might add; with (No) Late Payments. My credit care has been Stolen or missing & require a (New) Credit Card for my account with "Tires Plus" total car care. For some (Unknown) & (Valid) reason, I am being (Refused) a New Credit Card..........? I am making this formal Complaint.

  Business Response

  Date: 03/19/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter. Please allow up to 30 days for our investigation and/or response.

• Initial Complaint

  Date:03/06/2025

  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.

  At the end of February 2025 I logged into my CFNA Firestone account to see when my payment was due. The account showed I did not have a payment due until April 1 2025 and when i tried to look at the payment history i recieved an error that said to try again later. I did notthing else at the time believing i did not have a payment due until April 1, however today March 6 2025 i recieved a text saying I needed to pay my past due amount. I logged into my account and it showed I had to make a payment for March, April, and a late fee of $41. I contacted the company to explain and ask to have the late payment waived since it was an issue with their account. They only agreed to waive half the late fee and told me in the future to call to make payments instead of using the online account. Since there is an issue with their customer online accounts I should not be held responsible for the late payment and want the entire late payment waived.

  Business Response

  Date: 03/07/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter. Please allow up to 30 days for our investigation and/or response.

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not heard from the business. 
  
  Regards,
  
  Jennifer Dziendziel
  
  
  
  
   

  Business Response

  Date: 03/13/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter. Please allow up to 30 days for our investigation and/or response.

• Initial Complaint

  Date:02/28/2025

  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 contacting the Better Business Bureau due to the lack of response from Credit First regarding a debt reported on my credit reports. I have made multiple attempts to dispute this debt without receiving any verification. The only information I have is an account number ending in ****** with a reported balance of $927. Despite my numerous requests, I have not been provided with any documentation or evidence to validate this debt. Under the Fair Debt Collection Practices Act (FDCPA), the collection agency is required to supply detailed information about the debt, including the original creditor, the date it was incurred, and the total amount owed, before reporting it to credit bureaus. Due to the collection agency's failure to provide this critical information, I consider this debt to be inaccurate. I therefore request an immediate cessation of all collection efforts related to this account and ask that the credit reporting agencies be notified to remove it from my credit report. Thank you.

  Business Response

  Date: 02/28/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter.

• Initial Complaint

  Date:02/21/2025

  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 trying to pay the bill every month and they won't answer the phone. Then they charge me a late charge. I would like to be able to pay my bill on time.

  Business Response

  Date: 02/25/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter.

• Initial Complaint

  Date:02/17/2025

  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.

  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. CREDIT FIRST N A - **************** - $1,291 Under the Fair Credit Reporting Act, 15 ****** * ***** 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 don’t 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

  Date: 02/17/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter.

• Initial Complaint

  Date:02/16/2025

  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.

  In late November/early December, I found out CFNA started to add a $3.99 paper statement fee to my monthly bill. This is $2.00 MORE than that of my highest paper statement fee with another credit card. When I called them asking how they derived at that fee for a breakdown, I was met total opposition. Furthermore, a representative by the name of Alica Carter said she would remove the month's fee. She also took me down a path of believing we could eliminate the fee altogether. She CLEARLY knew I didn't want paperless billing, but when I questioned how it can be done, she snarkily said, "By signing up for paperless billing." She had NO intention of SERIOUSLY helping me whatsoever. That set the tone for me to be EXTREMELY irritated and I started voicing my opinion on CFNA and the treatment I've been getting after being promised phone calls back regarding where this $3.99 is actually coming from. When they didn't like hearing the facts and after not hearing from anyone as they promised me, I had to keep calling in. They eventually blocked my phone number from the toll-free card servicing number on the back of my CFNA Bridgestone/Firestone card. Finally, on December 23rd, I spoke with a representative named Daniella who said she'd definitely look into things and see why the number was blocked. I trusted she'd get back in touch with me. Never heard anything. I called in about two weeks ago, and a representative said I'd need to write a letter. So I sent in letters to everyone listed on the "Leadership" section of their website. When I called in the other night and spoke with a representative (not at the number on the back of my card--a different number), they said my account is closed and they have to "disconnect the call for quality and training purposes." All this company knows how to do is silence people, when all I wanted is the return call from Daniella as promised. Their online reviews are in the tank, so it's not just me! They aren't being accountable for anything!

  Business Response

  Date: 02/17/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter.

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint--nothing ever will. They have had AMPLE time to get in touch with me both via ****, telephone or both. They clearly have no interest in being a "better business" -- thus the filing of my complaint through your organization. My final communication with them is attached as a PDF and I trust you will make them aware of it. Their inability to take issues seriously is concerning and the actions/lengths they go to in order to avoid these issues is troubling.

  My decision is final and cannot be revoked.
  
  Sternly,
  
  ******* *******
  
  
  
  
   

• Initial Complaint

  Date:02/04/2025

  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.

  On 17 Jan 2025 I went to the Post Office, purchased a money order to pay the full bill payment of $651.89. Yesterday 03 Feb 2025. I received a damning letter stating that I haven't paid my bill and all the things that will happen if I don't pay at least $41.00. Again, I paid; like I usually do well before time. (bill due date was 27 Jan 2025. I am very upset. I called the 803 CSR number, gentlemen had me on hold for 4 minutes, then it cut off. I paid my bill. I have great credit, I know that this will effect my credit. I am a 100% service connected disabled veteran and on a fixed income. Please assist, if not, I will try to retain an attorney. Thanks. Proud to serve.

  Business Response

  Date: 02/05/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter.  

  Customer Answer

  Date: 02/05/2025

  [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. 
  
  Regards,
  
  *** ** ******
  
  
  

• Initial Complaint

  Date:02/04/2025

  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’ve been trying to set up my account online with CFNA and CFNA has made it extremely difficult for me to. It was an easy application and approval process however, I missed my first payment because I never received the statement and the card in the mail. On top of them not being able to waive my late fees because of their mistakes I still have not received the card in the mailand so I couldn’t make an account so I’m still having issue trying to make payments. I’m going through hoops to make payments this started from December 2024 and still is having issue now February 2025. I’m only trying to make my payment efficient and take off unnecessary payments like paper fees, but every time I call, I had to wait a long time and every time I end up getting a representative on the line I had to answer 3-4 security questions for verification. And they sent me to another person and then to another person and every time I get to another person, I had to answer 3 to 4 questions again not getting to the point. Finally, I said I don’t want a card. I just need my card number so I can set up everything and make payments seamlessly without having to go through the customer service and wait and wait. Long story short I’m trying to make my payments on time and properly so I don’t have to bother everybody or waste my time on something simple as making a payment. it’s a hassle for me to go through these steps just because I don’t have a card number when they never provided me one. And I have to pay the price of late fee fees, waiting time and frustration. There is a lot of companies that makes it effortless easy to make payments. It shouldn’t be this hard for the customer. And if you make it this difficult at least meet the customer halfway.

  Business Response

  Date: 02/05/2025

  Credit First National Association (CFNA) is in receipt of this communication, and we will be responding directly with our customer to resolve this matter.