ComplaintsforFirst Light Federal Credit Union

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been with FirstLight Federal Credit Union for over 10 years. I have never had any issues whatsoever until recently. I have had many loans, credit cards, my retirement account, etc. never have I been late! My credit score is well over 750, meaning again I am a responsible person with my finances. On 07/08/2024 I received a check for $8300 for a landscaping job. Like any other check, it was credited to me. On 07/19/2024 I get a notification that the check was returned for an alteration which they were not able to explain to me. I had my client go out of her way and get a cashiers check for that same amount, to cover Firstlights error for claiming it being a fraudulent check. We called ******** and they stated Firstlight had returned the money back to PNC, not sure why if Firstlight had the money already. Again, FirstLight doesnt know why, but felt it was fake. I deposited the new cashiers check on Saturday 07/20/2024. They still placed the cashiers check on hold due to the status of my account. I called three times and got no resolution other than the *** stating the supervisor stated she wont release funds. They failed to review my account history, my accounts and relationship with them. But instead flagged my account for depositing fake checks because the virtual teller felt it was fake, when we had PNC verify the check and it was not! Even though FirstLight has the capacity of verifying funds on cashiers check, they did not want to do the extra work, they caused on themselves, to verify. This has caused a major impact on my bank account and business, just because they felt it was a fake check and failed to do their work. Whats the point of having a cashiers check or money order deposit if they still wont release funds. Like I said, I never had issues with this credit union until now. Since you are not helping me when I call, Im hoping this message can get to ***************************, since the management at the call center is unwilling to help me.

  

  Business response

  08/08/2024

  FirstLight was unsuccessful in attempting to reach out to the member. The member may contact us directly for further assistance. 

  Customer response

  08/21/2024

  I received two calls after 5 p.m. and when I answered no one was on the line. However, prior to that I did receive a call from ******** who was able to help me out all the way through. She was very patient and understanding. She made sure my account was back to good standing and made sure my bill pay was up and working again. At this time everything seems to be working normal again. Thank you. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  NOTICE TO AGENT IS NOTICE TO PRINCIPAL NOTICE TO PRINCIPAL IS NOTICE TO AGENT I am writing to formally notify you of the identity theft that has resulted in fraudulent accounts being reported in my name. Under 15 U.S.C. 1681c-2, I demand an immediate block of this erroneous information from my credit report.Pursuant to 15 U.S.C. 1681c-2, you are required to:Block the reporting of any information related to the fraudulent accounts identified as a result of identity theft.Do this promptly, so that these fraudulent accounts no longer appear on my credit report.Ensure that the blocked information is not reported to other credit reporting agencies.Additionally, under 15 U.S.C. 1692g, I am exercising my right to request proper debt validation. You are required to provide the following within 30 days:Verification of the amount of the debt.The name of the original creditor.A copy of the judgment (if applicable).Proof that you are legally authorized to collect this debt.Copies of any documents that prove I agreed to pay what you claim I owe.Failure to comply with these legal obligations will leave me no choice but to hold you civilly liable under 15 U.S.C. 1692k for defamation of character. The continued reporting of these fraudulent accounts and the lack of proper debt validation are damaging my creditworthiness and reputation.Please be advised that I expect a prompt and thorough response. If these accounts are not removed and the required validation is not provided within the stipulated time frame, I will pursue all legal remedies available to **** look forward to your immediate action to resolve this matter.

  

  Business response

  06/28/2024

  At FirstLight we are committed to accuracy in credit agency reporting and full compliance with Fair Credit Reporting Act. Upon reviewing our records, we could not locate your debt validation request directly with the Credit Union.  We would be happy to discuss any FirstLight Federal Credit Union activity you feel is inaccurately reported on your credit file and provide any documentation and/or validation requested.  You can contact us at ************** and we can walk you through the process to get the items requested.
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am not liable for this debt with FirstLight Federal Credit Union. I do not have a contract with FirstLight Federal Credit Union, they did not provide me with the original contract as requested.

  

  Business response

  05/24/2024

  At FirstLight we are committed to accuracy in credit agency reporting and full compliance with FCRA. Upon reviewing our records, we could not locate you request directly with the Credit Union. We would be happy to discuss any FirstLight Federal Credit Union activity you feel is inaccurately reported on your credit file and provide any documentation and/or validation requested.  You can contact us at ************* and speak to one of our call center representatives who can walk you through the process. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied to a Home Equity Loan and my loan officer is:****** at ************ She has pulled my credit and I asked if she could send me the closing costs that I would have to pay and a breakdown on my debt to income ratio and she refuses to send my any documentation via email.She has emailed me in the past.With the mortgage lending breakdown, this bank has to be transparent and send me my financials in writing when I'm trying to get approved for a loan.They HAVE MY WHOLE LIFE ON MY CREDIT REPORT.Why can't I see what this man officer is referencing on the phone.I'm hard of hearing as well.

  

  Business response

  04/30/2024

  Good Afternoon,

  Thank you for giving FirstLight FCU the opportunity to assist you. Our team is currently working to resolve the issue and will provide a resolution within the timeframe requested. If you have any questions you may reach our team at **************. Thank You.

   

   

  Customer response

  05/03/2024

   I am rejecting this response because: The loan officer I was assigned to, emailed me today and keeps inflating my debt to equity ratio and income to try and make me pay off DEBT. I need the Executive team to reach out and re-assign me another loan officer. ****** is discriminating against me and trying to make me fail this Home Equity Loan process.

  She's trying to get me down to a 37% debt-to-equity ratio???

  Who's this crazy woman?

  45% is all I need and I'm off by 1%.
  

  
  

  

  Business response

  05/14/2024

  FirstLight FCU has spoken to **************** and the information on the loan costs has been provided via email as requested. Please let us know if you have any questions.  
  

  Customer response

  05/15/2024

   

  I received a call on 5/8 and 5/9 from *********************, *************** Officer at the FirstLight Credit Union here in *******, Texas. She basically stated that they included my property taxes and home insurance in this Home Equity Line of Credit repayment of $900.00 per month. I told her I didn't ask the loan officer to include this is my payment. My home is paid off with an equity amount of $270,000. I'm not paying interest on property taxes and insurance that I'm paying now...interest free. She stated based on this "new" set of parameters my payment should decrease and she WILL RECONSIDER MY LOAN. But then she stated they have to look at my charge offs, I told her that I have a part-time job that I'm onboarding for and I'm making payments on "charged off debt" and I cited the law. The statute of limitations on debt in ********** is four years, as stated in the states Code of Civil Procedure 337, with the clock starting to tick as soon as you miss a payment. The limitations period begins to run as soon as the cause of action accrues; that is, from the occurrence of the last element essential to the cause of action. (************************, *****, ****, ******** & ******* (1971) 6 Cal.3d 176, 187.)
  Another problem with this credit union is that they make customers use a CASH OUT REFINANCE portal versus a dedicate line of credit portal. She kept telling me that I'm going to escrow so they are trying to trick customers into other products at this *********************************************.
  
  

  

  Business response

  05/20/2024

  Regulatory requirements demand that mortgage lenders must verify an applicants ability to repay a mortgage obligation based on consistent, verifiable income being received at the time of application and into the foreseeable future. Ability to repay a mortgage obligation is considered in the final lending decision. This was explained to ****************.
  
  *************** was not being required to include taxes and property insurance as part of the monthly mortgage payment obligation. However, the amount of taxes and property insurance is included in the monthly debt calculation when determining the applicants ability to repay the mortgage obligation.
  
  The statute of limitations for collecting on debt is 4 years from the last payment.However, the debt is still reportable on the credit bureau for up to 7 years,and in some cases 10-years. All debt that is reported on a credit report is considered by lenders when an applicant applies for credit. Therefore, the charged off debt being reported on Ms. ******* credit report will be considered in the final lending decision. This was explained to ****************.
  
  FirstLight only offers cash out refinances. Ms. ******* referral to a dedicated line of credit is more commonly referred to as a Home Equity Line of Credit (HELOC).FirstLight does not offer this product.

  Customer response

  05/23/2024

  From: GibRob <************>
  Sent: Thursday, May 23, 2024 4:36 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Fw: Re: You have a New Message from BBB Serving *************, Complaint #********

   

   

  I am rejecting this response because: On April 15th, I emailed ****** and asked why there was no portal for the Home Equity line of credit we discussed and she stated, Oh, just use the cash out refinance section? So this credit union IS committing FRAUD. They were trying to get my equity through a cash out refinance. On their website, they state they offer Home Lines Of Credit and the loan officer ******** this was the product before she pulled my CREDIT REPORT.

   

  I spoke with the ****** and she stated I only needed a credit score of 600 for all credit bureaus and charged off debt was not to be a factor since my home is PAID IN FULL. Plus I sent her letters from my creditors where I was making PAYMENTS on these charged off accounts!!'

   

  They are FRAUD!!!

   

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I call in to make a payment and they refused to make my payment or service me then put me at the need of a long line. Refusal to set up my payment is illegal

  

  Business response

  02/15/2024

  We have spoken to **************** and there should be no issues with **************** making his payments. We apologize for the technological issues encountered. If there are any questions or future problems accessing your account, please feel free to contact us as discussed so that we can provide additional assistance.
  

  Customer response

  02/15/2024

   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.

• Initial Complaint

  01/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  FLFCU charged me NSF fee of $32 a transaction that did not process in my account. I originally had $18. The transaction wouldve been for $5. It didnt process and I was charged $32. Then they proceeded to take $11 from my savings to help cover a pending transaction of $27. While my account was not over drafted due to the $32 fee then they again proceeded to charged another $32 for the $27 transaction. The whole reason I overdrafted was because they charged me $32 for a $5 transaction that didnt process.

  

  Business response

  01/24/2024

  We thank you for being a member with FirstLight. Upon a secondary review, the information previously provided is accurate and the fees charged are accurate. Please reach out to us to for assistance so that we can find the right solutions for you as a member to avoid any future fees.  We can be reached at **************. Thank You. 

  Customer response

  01/25/2024

   I am rejecting this response because:
  
  There is still ANOTHER unexplained withdrawal from my account for $75 also from a Government check that I had deposited to help pay my utilities. Which I was unable to use. 

  

  Business response

  02/01/2024

  We apologize for this inconvenience. Upon an independent review of the information provided, the $75.00 in question was applied to your credit card payment. As you advised, the funds were from a government check which we will be reversing the payment made to your credit card account and will ********************** the funds back to your account. We would like to have the opportunity to discuss your account and the situation in question with your personally. Please reach out to us to discuss your accounts further at **************.

  Customer response

  02/02/2024

   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.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had fraud on my account for my business, I was told it would take up to 3 days to get refunded, then it went to 5 days, then to 10 days, then 120 days, I have fraud protection and this problem should have been corrected already, I own a small business and every dollar counts, I caught the transaction before it went through the bank, it was pending, I called bank, closed the account and notified them, I went into bank,got a new card. Next day the bank allowed transaction to go through, I called them, they said there was nothing they could have done to stop it. I have had payroll checks bounce and been charged the fee, I notified the bank before payroll checks went through and told them I needed the funds put back into my account, no one seems to care, they keep saying that there going to escalate it to higher management. It was only **** that was taken from me and the business pulls in ****** a month, but this happened to me around Xmas time when I was giving bonus and a dinner to my employees, its ridiculous that I have to wait for them to put the money back when I caught it before it happened. I have called, waited on line, talked to different people and have no gotten anywhere

  

  Business response

  01/19/2024

  Good Afternoon,

  FirstLight conducted research and spoke to the client on 1/18/2024. We have issued a provisional credit to **************** and he was satisfied with the resolution of the dispute. If any further information is needed, please contact FirstLight Federal Credit Union at ************.  Thank You. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Member *******, I paid off my signature loan on 10/24/2023 however they didn't report to credit bureaus like Transunion and Equifax within 30 days of closing my account. Paid 35k+full interest It still reflects on my account and in a negative way saying I missed a payment, what the heck!?

  

  Business response

  11/29/2023

  Good Morning,

  We thank you for allowing FirstLight the opportunity to correct this issue. Our *************** team is currently investigating this complaint and will be contacting the member directly. We thank you for your membership. Please feel free to contact us at ************** with any other questions. 

  Customer response

  12/01/2023

   I am rejecting this response because:
  They have not contacted me or reported to credit bureaus that my loan was paid off.

   

  
  

  

  Business response

  12/06/2023

  We apologize for this inconvenience. Complaint has been resolved. We have reached out and left a voicemail to call back to discuss the resolution. We look forward to speaking to you.
  
  Please let us know if you have any questions. ************.
  

  Customer response

  12/07/2023

   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.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have contacted FirstLight Federal Credit Union three times to address the issue of reporting to TransUnion the correct amount owed on my credit card balance. This has been disputed with TransUnion several times to get this corrected, so by now FirstLight Federal Credit Union should have been contacted to update. The last statement was August 10th, 2023, which the final payment was paid on July 22nd, 2023, and FirstLight Federal Credit Union failed to report even after I discussed this matter with multiple times. I am getting the impression that this is discriminatory and retaliation for me complaining. It is very frustrating to continually to have to contact FirstLight Federal Credit Union to do the right thing by their customers, a veteran and a retiree of the US. Army.

  

  Business response

  10/23/2023

  Thank you for your reaching out to FirstLight Federal Credit Union. We are working diligently to resolve your issue, we will provide you with feedback as soon as it is available. Thank you for  your patience, we value your membership.

  Customer response

  10/26/2023

   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.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing this complain on behalf of my mother and father, ****** and *****************************. They are 94 and 88 years old, respectively, and in a nursing home in *******. My mother and I have been trying to set up a checking account at the ********************************************* so that my parents can access funds to pay for their care at the nursing home. My father's driver's license is expired and he is too infirm to visit the *** to get a state ID. However, he has been a member of credit union for over 10 years and my parents have 5 accounts and more than $300,000 invested there. We are merely attempting to set up a sub-account (checking account) but have been refused by the credit union because of my father's expired driver's license. My parents have no way to access their own money, which is accumulating interest in what the credit union calls share accounts. I hope to resolve this issue without involving law enforcement.

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