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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A small account was opened fraudulently in my name. I have contacted this business numerous time and have provided to them a notarized affidavit of the fact that I DID NOT OPEN THE ACCOUNT. there is $5.00 in the account. This business is requiring me to send them a police report and a copy of a government ID for myself. The police will not take a report on $5.00 and I will NOT SEND THEM A COPY OF MY GOVERNMENT ISSUED ID, THEY APPARANTLY DIDN'T HAVE IT WHEN THEN OPENED THE ACCOUNT ABOUT ***** MONTHS AGO.Business response
08/20/2024
Hello *****,
We appreciate you taking the time to share your complaint. Well investigate this and follow up with you about your specific experience. Thank you!
Arti
Member Experience
Initial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Overpayment. Want a refund.Business response
08/19/2024
Dear ***,
If you have concerns about your account, please call us at ************.
Thank you,
Member Experience
Customer response
08/19/2024
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.
Sincerely,
*************************Initial Complaint
08/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In March 2024 I was contacted regarding opening up a new checking account with ********************** for a $300 promotion deposit after three months after opening the new checking account; The bank Representative was ***********************, she explained that if I met the requirement for three months the $300 would be deposited into my account. She further explained that I could track my progress for the required criteria within the banking application and she explained that it would show what I needed to track to in order to ensure that I met the monthly requirements. I followed her instructions precisely as explained, after three months I did not get the $300 promotional credit; when I followed up with the customer service I was ****************** told that since I had an existing direct deposit account I did not qualify for the program; when I contacted *********************** again with the email she supplied when she opened the account for me, she said it was because I did not meet the monthly criteria of $1000 a month direct deposits. I explained and I provided proof that online banking app she instructed me to check showed that I in fact had met the $1,000 deposits each month; ****** ****** *** ****** 2024. I have attached screen shots showing that the banking application confirmed that I had met the $1000 deposit for Monthly Direct Deposit/ACH Transactions. I am requesting that my account be ************************ as promised as I had met the requirements as instructed by the banks representative and I have supplied the proof.Business response
08/22/2024
Dear ****,
We appreciate you providing us the opportunity to hear and respond to your concerns. We take your complaint seriously. It was submitted to leadership for review and I understand they followed up with you last week with a resolution. Thank you for bringing this to our attention.
Best regards,
*******
Member Experience
Customer response
08/30/2024
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.
Sincerely,
*******************Initial Complaint
08/09/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
They wasted my time and lied about loan requirements.They knew what my annual income was at the beginning of the loan process, requested numerous paystubs and only after 3 weeks and multiple emails do the day that missing hours from past months dont equate to the annual income, even though pay stubs prove income going forward.Im closing all accounts with this bank.Business response
08/20/2024
Hello *********,
We appreciate you taking the time to share your complaint. Well investigate this and follow up with you about your specific experience. Thank you!
****************
Member Experience
Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First Tech FCU is not following the requirement to make fees obvious and clear to the least sophisticated consumer per 12 USC Ch. 44: TRUTH IN SAVINGS.The enclosed photo shows the required disclosures are not listed and require the consumer to follow many links to determine what constitutes an inactivity fee.I did not abandon this account, I met the minimum deposit requirement and did log in to the account. I intended my IRS refund to go into this account when I filed 3/19/24 but my $42k refund is being held due to identity theft. I was charged $30 inactivity fees which I would like refunded. I attempted to get the first two fees of $10 reversed but while I was waiting for a message I was charged another $10. Had the $10 inactivity fee been disclosed in the advertising for ************* I never would have opened the account. I have six children at home, my husband lost his job in 2021 and we are living off savings so I never would have risked my $30!Business response
08/13/2024
Dear *****,
We appreciate you providing us the opportunity to hear and respond to your concerns regarding the inactivity fees applied to your account before it was closed. We are very sorry to hear about your current situation.
We sent your feedback to our deposit products management team for review. They confirmed the inactivity fees were assessed correctly. A letter was sent to you on 04/15/2024 stating a $10 monthly fee to your membership savings account would be assessed due to your account being inactive for 6 months or more. This started a month later on 05/15/2024. This confirmed there was no credit union error so we are unable to make an exception at this time. We are sorry for any inconvenience this caused. First Tech does everything possible to ensure that our practices are in compliance with all applicable laws and regulations.
If you have any questions please call our ************************* at ************. At that time a representative will direct you to the appropriate department. Thank you!
Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was behind on my loan and was not aware due to moving (did not receive notice). I received a email stating that if I paid my payment I could avoid repossession($420). Once I was in the account, I saw what was going on and paid one payment to avoid the repossession (like email stated) and made a plan to get the car up to date. I work nights, so it was rather surprising when a tow truck was in my yard at 1 in the afternoon same day taking my vehicle. It took them over 3 days to get me the release total of $1800 to get the release which I paid immediately. It then took 9 more days for them to release the vehicle. After I got the release, they then made me pay ALL TOW YARD FEES ($500) for the whole 12 days that they held my vehicle. After being assured on recorded lines that I would not have to pay that. I will pay to get my vehicle back today. Then they asked for another 400 to release it again saying I owed this month when it was paid in the 1800. I would like the company to forfeit 2-3 monthly car payments going forward if I am to pay this tow fee due to the fact that they were supposed to pay it per their contract. These payments are to make up for the repossession fees and tow yard fees that we should not have incurred. I would also like the repossession removed from my record considering it never should have happened. These items will be necessary for me to recover financially as they took a whole months worth of money from me.Business response
07/30/2024
Dear ******,
We appreciate you providing us the opportunity to hear and respond to your concerns regarding the repossession of your vehicle. We are very sorry to hear about your current situation.We take your complaint very seriously, please know that it has been reviewed by leadership in our ************************************ We will be contacting you soon with the results of this investigation. First Tech does everything possible to ensure that our lending and servicing practices are in compliance with all applicable laws and regulations.
If you have any questions please call our ************************* at ************. At that time a representative will direct you to the appropriate department. Thank you!
Initial Complaint
07/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am an existing Firsttechfed customer and opened a checking account since they had a promotion going to receive a $300 bonus. I already called the customer support team and spoke with customer care to make sure that I opened it correctly and the support rep confirm it was done correctly and the requirement is that I direct deposit $1000 for 3 consecutive months, I can receive the bonus. I have completed this requirement, and I still dont see the bonus. When I called the customer care regarding the bonus status the support rep informed me that my account is not setup correctly. Please deposit bonus since I have been a long-term customer for the last 10 years and I have checking, Savings and 2 Helocs with the bank and I even spoke with customer care rep to make sure that I opened account correctlyBusiness response
07/17/2024
Hi ********,
Thank you for reaching out. I confirmed with our deposit products team that we will be honoring the $300 bonus. This deposit should arrive in your savings account within the next two weeks. If you have any questions please call our customer service team at ************ and reference case number SI-******. Thank you.
Customer response
07/26/2024
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.
Sincerely,
***************************************Initial Complaint
07/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My account was opened on or about 3/15/2024 under a promotion. I met the promotional terms and the credit union has refused to honor the $300 incentive. I contacted them on 7/12/2024 and despite the fact that the $300 was due by 6/29/2024 they refuse to credit my account.Business response
07/22/2024
Dear *****,
Thank you for your message, it seems that this complaint is a duplicate of one that First Tech has received through a regulator. We will respond directly to the regulator and not through the BBB as required by federal regulation. Please know that any complaint entered into the BBB system is transferred to the First Tech Complaint Program for tracking.Initial Complaint
07/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
In March of 2024 a problem occurred with my auto draft.The credit union didn't complete setting up my auto loan payment which caused my loan to default.On June 28 my car was repossessed and taken to NAR services. The customer service agent ( ***** informed me I could get my vehicle back if I payed the loan in full along with any fees incured). I agreed and had the funds available.A week went by and he never got back with me , my car was taken to auction where it had more fees added on.I had to wait for the payoff yet again.I received the payoff quote and payed it immediately on July rd.It is now July the 9th. First tech has not yet released my vehicle to me.They have my entire payoff plus fees.I have had to rent a vehicle for two weeks while I wait for them to either give me my money back or release my vehicleBusiness response
07/25/2024
Dear ******,
We appreciate you providing us the opportunity to hear and respond to your concerns regarding your loan servicing and membership with First Tech. We are very sorry to hear about your current situation.
We take your complaint very seriously, and it has been reviewed by the appropriate leadership teams. After thoroughly reviewing the notes and calls from June 27, 2024, June 28, 2024, and July 1, 2024, it was confirmed that your case was escalated to the appropriate manager as per your request.
Their investigation determined, the agent interaction in question was appropriate and in accordance with our auto repossession process. The *********************************** sent the release within the standard agreement timeline, and the repossession process was handled correctly by our agent. First Tech does everything possible as in this situation to ensure that our lending and servicing practices are in compliance with all applicable laws and regulations.
If you have any questions or need further assistance, please call our ************************* at ************. A representative will be available to direct you to the appropriate department and ensure that your concerns are addressed.
Thank you for bringing this to our attention and for your patience as we worked to research and resolve this matter.Initial Complaint
07/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I applied for a First Tech account, along with my wife, on June 23.Both of us were asked to verify our identities by submission of official documents.I included in color: U.S. passport, N.C. driver's license, and a SSA identification card.I received a denial for unable to verify information, with some jargon to contact Experian.Experian has all of my correct information that matches my documents. There was an incident on February 6 (see attachment) where all of our account information was disclosed at another bank, we both registered for Identity Defense.I do know *************** contacted EWS. There have been no incidents since this occurred.We do not feel it is fair that we be punished for what another institution does.We have excellent credit, and are responsible people.Business response
07/10/2024
Dear ******,
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 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 we are in compliance with all applicable laws and regulations. Additionally, we are required to apply our policies and procedures equally to all concumers. We understand that our fraud prevention practices can seem strict but we have our membership's best interest in mind.
If you have any questions please call our ************************* at ************. At that time a representative will direct you to the appropriate department. Thank you!
Customer response
07/11/2024
Complaint: 21943535
I am rejecting this response because:Your members are protected, as you have access to my personal phone, and have been provided legible copies of my valid U.S. passport, SSA card, N.C. driver's license, and address verification.
Sincerely,
*******************Business response
07/22/2024
Dear ******,
This will be our final response via the BBB regarding this issue. We appreciate your concern with the denial of this account. We asked for the denial to be reviewed and the same decision was made.We take your complaint very seriously and First Tech does everything possible to ensure that our deposit and servicing practices are in compliance with all applicable laws and regulations.
If you have any questions please call our ************************* at ************. At that time a representative will direct you to the appropriate department. Thank you.
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Customer Complaints Summary
132 total complaints in the last 3 years.
60 complaints closed in the last 12 months.