Complaints

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

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America First Credit Union has 189 locations, listed below.

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  America First Credit Union

  PO Box 9199 Ogden, UT 84409-0199

  
• 

  America First Credit Union

  2699 N Tenaya Way Las Vegas, NV 89128

• 

  America First Credit Union

  370 N Stephanie St Henderson, NV 89014

• 

  America First Credit Union

  590 W Mesquite Blvd Mesquite, NV 89027

• 

  America First Credit Union

  10608 S Eastern Ave STE D Henderson, NV 89052

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:03/18/2025

  Type:Service or Repair 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.

  My AFCU credit card payment was due 2/28/2025, I made an external transfer on 2/27/2025 online to cover the amount on the card. To my surprise I was still charged $12.38 in interest on 3/1/2025, I called to inquire about this and was told that because it takes a few days to process the transfer my payment was not made "on-time" so I was charged interest. I reviewed my bank statement and the money was debited from my account on 2/28/2025 and was no longer accruing interest in my savings account but also did not prevent **** from charging my interest on my CC. I tried to resolve this with several phone calls which were a waste of time. I was told that there is a notice given that it would take 3 business days for the transfer to clear when I made the transfer online which I do not recall being there. I have since gone back and looked at every step of the process for transfers and there is NOT a notice given. Punishing a customer for making a payment on time through external transfer is ridiculous.

  

  Business Response

  Date: 04/02/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint.  Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 
  

  

  Business Response

  Date: 04/02/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint.  Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 
  

  

  Business Response

  Date: 04/02/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint.  Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 
  

  Customer Answer

  Date: 04/04/2025

   
  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

  Date:03/13/2025

  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.

  Oct 3rd of 2023 I was victim of identity theft. I reported to all parties including ****. My car was repossessed and lost my apartment due to negligence of **********. After repossession I offered $8000 to get my car back which I was denied. My car was then sold for $9500 leaving me with a collection of the loan amount. This is incriminating due to the fact I offered $8000 which I then had to spend to get another car in cash and start another loan. How can I be held accountable for a loan I dont own, and a car that was sold for more after offering $8000 in one transaction? I was denied and within 2 days having to retrieve my personal belongings out of my car in a junk yard. All calls are monitored and recorded. Regardless of loan, how can you deny $8000 to get my car back after an identity theft complaint was filed on all behalfs? After all of this I now ************** $14,000, paid $4000 extra to lose my apartment, owe $16,000 to **** on 2 loans when it all could have been avoided by accepting $8000 in one lump sum to get my car back and return to ACH payments. This fraudster used AI to reverse all of my ACH payments through ********** and put me in this situation. How can I have this accountability when I offered the retail cost of vehicle? To then be sold in auction?

  

  Business Response

  Date: 04/02/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. If you need anything else, you are welcome to reach out directly. 

• Initial Complaint

  Date:03/11/2025

  Type:Order 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.

  My spouse and I sought preapproval for a car loan. We spoke with ****** (loan officer) Friday March 7 and discussed a loan of $5000. Preapproval was granted and we were to call back with the *** and mileage of vehicle. We selected a vehicle and called back Monday March 10. I again spoke with ****** and provided the vehicle information. He verbally offered a 72 month term, with monthly payments of $112 and interest rate of 6.24. Loan amount was $6,000. I verbally agreed to the offer. He verified our emails and informed us we would receive loan documents via docusign by end of day. We did not receive them. I called after hours on Monday and twice today (March 11) leaving voicemails each time. ****** called me back this afternoon and said loan docs would be resent. We received a request from the processing team for the seller to provide information on the vehicle. The seller provided the info at 2 PM. We met at a branch at 5 PM and nothing had been done. We sat for nearly an hour waiting before the loan officer at the branch stated that the loan they would offer would be 36 months with a payment of $203 per month. We asked what changed and the loan officer claimed ****** made no note of the verbal offer and never sent anything to the underwriters. We verified the info I provided on Monday matched what the seller provided today. The loan officer said they could not offer the loan terms I verbally agreed to. As such we left with no loan, the seller wasted an hour of their time at the bank and for good measure the loan officer disclosed our personal financial information in the sellers presence without our permission.

  

  Business Response

  Date: 03/27/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 03/28/2025

   
  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

  Date:03/11/2025

  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.

  **Complaint Statement:**I am disputing an invalid account reported by **[Creditor/Collection Agency Name]**on my credit report. This account is inaccurate. unverified, and violates the Fair Credit Reporting Act (FCRA. Since it does not meet the legal standards for reporting, I request its immediate removal. If the furnisher cannot provide proper validation, it must be deleted per federal law.

  

  Business Response

  Date: 04/02/2025

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your information, we have contacted you personally regarding the resolution of this complaint.  Unfortunately, we have attempted to reach you multiple times to further discuss your BBB complaint, and have not yet heard back from you.  We look forward to hearing from you soon. 
  

• Initial Complaint

  Date:03/10/2025

  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 filing this complaint against America First Credit Union and Allied regarding their mishandling of my auto loan and insurance verification process. The situation has become extremely frustrating due to conflicting communications and abrupt, unjustified actions on my ********** January, I was informed that my regular auto loan payment would be sufficient. However, I was later told that due to an added collateral on my vehiclewhich was supposedly imposed because of a lack of insuranceI needed to double my payment. Despite making the regular payment as originally agreed, the situation escalated when the loan began showing as over 60 days past due, while it should only reflect roughly 30 days past due.I have attempted to resolve this issue by calling Allied on two separate occasions. The first time, I was told by a representative that my documents were verified and I needed to wait 10 days for the update. I waited nearly three weeks with no resolution. On March 4, another representative assured me that everything had been taken care of. However, when I called America First today, March 10, I was informed that Allieds records showed that nothing had been done. I have maintained detailed call logs as evidence of these interactions.This constant runaround and contradictory information have caused me undue financial stress and confusion. The sudden, unexplained doubling of my payment due to the collateral, combined with the inaccurate reporting of my loan status, has left me feeling misled and extorted. I request that both America First Credit Union and Allied immediately resolve these discrepancies, update my account accurately, and provide a clear, written explanation for these actions

  

  Business Response

  Date: 04/02/2025

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your information,we have contacted you personally regarding the resolution of this complaint.  Unfortunately, we have attempted to reach you multiple times to further discuss your BBB complaint, and have not yet heard back from you.  We look forward to hearing from you soon. 
  
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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.

  On March 3rd 2025 a deposit of $13,318.14 was put into my savings account at America First Credit Union in order to pay off my 2016 ****** Frontier truck loan. This was deposited to this (my),savings account at ******************************************* by my brother in-law. On March 4th I then called America First to transfer this amount from the saving account to the debt. Account #******** which is my Loan account number. I was given a 4 question test on the phone to verify who I was. I did not pass the first time but they again gave me another 4 question test which I passed. I requested that they then take the $13,318.14 out of the savings account they set up for me and to pay off the Loan for the truck. I was then informed that because of interest I owed $7.19 in interest because of the **************************************** effect. I paid that by a debit card right then. I asked that an email be sent to me that this transaction was accomlished by phone on March 4th 2025.. Eventually they did send two emails that day. On the first email I was to fill out my name and create a password. Second message was to click on a PDF drop down which took me to another box to click on yet another link to put in my email and then the password. I then had to go to the second email to complete my registration with a number to put into the other email. I had 30 minutes to complete the task. I completed that task within 30 minutes but it said I had timed out. Luckily the American First employee sent 2 of these emails so I was able to try again both timed out. This is not a simple email to let me know that the amount in my America First bank account would be transfered to pay off the truck loan with them. This makes me feel that they are not legitimate in their dealings with customers. I am concerned that both my brother in-law and myself will loose that money simply because no one in that credit union could send me a simple email verifying that the loaned amount would be paid off.

  

  Business Response

  Date: 03/24/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. If you need anything else, you are welcome to reach out directly. 
  

• Initial Complaint

  Date:02/21/2025

  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.

  We are a new business, and even though I was warned their business support was a bit off, I had been with them for years as a consumer. We tried to get several payments sent in by ***, and used their Direct Deposit form to ensure account numbers and routing numbers were correct. Several institutions tried to send in payments, but got rejected by invalid account numbers. One trying to figure the issue out send it in faster, resulting in two $10 fees. The other, Intuit/QuickBooks had it returned twice resulting in two $25 fees. When I brought up that there was no way I would have known there was a difference between a business ACH and a personal one, and why did they have a direct deposit form that didn't show the correct account number, they dismissed it. There should have been some notification on the business side showing that those direct deposit numbers would not work. Instead you had to have another format for the account. I believe they should pay back the $20 in fees from their own transfer fees and $50 in fees from QuickBooks.

  

  Business Response

  Date: 03/12/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 03/13/2025

   
  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

  Date:02/12/2025

  Type:Order 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 purchased a vehicle from a small dealership that recommended different Credit Unions that they had partnerships with but because I have checks direct deposited into **** I asked to have the car loan written with ****. The dealership told me since I had full coverage insurance on my other vehicles that I had 30 days by law to get full coverage insurance on this vehicle. **** states that you only have 3 days to show coverage on the vehicle or they will charge you a ridiculous amount to obtain high risk insurance with their affiliated insurance company. I was in the process of switching 3 vehicles onto a new Progressive policy and it took just over 60 days to get his worked out and have proof of coverage sent to the credit union. I understand that was longer than I was informed and even though it was an Exorbitant amount for 1 month of coverage I would pay for one month but not 469 for 2 months. They did not even inform me that they would just charge this to the loan and increase my monthly payments from 318 to **************************************************************** the long run. I would have paid the amount directly from my checking before I would have chosen to add it to the loan and changed the terms of the loan. Again, they gave me no choice and added this to the loan. When I contacted them to try and work out a solution they refused to do anything to help me. I will be taking all of my business and accounts elsewhere rather than continue to receive misinformation by their tellers and loan officers and receive terrible customer service with zero concession made just in good faith to show they value my business!

  

  Business Response

  Date: 03/05/2025

  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your information, we have contacted you personally regarding the resolution of this complaint.  Unfortunately, we have attempted to reach you multiple times to further discuss your BBB complaint, and have not yet heard back from you.  We look forward to hearing from you soon.  

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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.

  I attempted to pay off my auto loan online, but it was rejected because America First Credit Union stated that You have exceeded the acceptable number of payments or amount of money that could be sent within a certain time period.Ive never dealt with a company that refuses to let you pay off your loan early. They have limits of $2500 per day and $5000 in a 30 day period.I had auto-pay set up every month for $456,08, paid in the 10th of each month. On 1/31/25, $2500 was posted toward the balance of my loan ($4448.09).I made another payment of $1955.77, which was supposed to post on 2/3/25, but was rejected for exceeding the limit. When summed, $456.08 + ******* + $2500 = $4,911.84, which is less than $5000. I would like to know the real reason why my payment was rejected. Ive never dealt with these types of limits and its very frustrating. I just want to pay my off my car.

  

  Business Response

  Date: 02/19/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint.  Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 02/20/2025

   
  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

  Date:01/30/2025

  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.

  1/2/2025 while traveling my card declined. As I checked my account through mobile banking, I could see all pending transaction double pending, causing my account to go into the negative. Once able to contact America First, I was told they could not see the issue and submitted a complaint to the complaint department to investigate. The complaint department contacted me and said they found no issue and claimed it was the merchants fault for each pending transaction twice. Really? How convenient that each pending transaction was the merchants fault and for all of them. Over the last year, I have repeatedly not been able to use my card. My transaction are declined and funds are available. I reached out to customer support and agent was unable to give me an explanation. 24 hours later, I emailed complaints department and followed up with a call all to be told that it will take investigation to see why the transaction to file my taxes was declined. When asking to speak to complains supervisor I was told repeatedly that she WOULD not transfer me. Finally after demanding to speak to someone who can actually give me answers, she transferred me to a dead end line. My money is my money and I should be able to use my funds whenever I want. America First is holding peoples money hostage, has not explanation and then tells you they have to investigate further. My money was needed yesterday, not when you investigate. The Complaint Manager Officer was rude and in the end transferred me to a dead line and is not responding to my emails or calls I have notifications on when transactions are processed. I have set up to be alerted if a transaction declines where I can request them to approve it if fraud is suspected. Not one time have I received the option to approve a charge.

  

  Business Response

  Date: 02/11/2025

  Thank you so much for your feedback regarding your experience with America First Credit Union.  We sincerely appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. If you need anything else, you are welcome to reach out directly.