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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
06/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have seen the other complaints about this bank and I wish I would of read them before I got an auto loan through they I have paid on my truck for two years and some how owe more money then what I originally bought the truck for they continue to say I dont have insurance and add another ***** dollars on Im debating on getting attorney involved but I will say no one get a loan through this bank this is the 2nd time they have done this to me and now cant trade in the truck because I am so upside down in it I have payed for two years and its like I havent paid a dime please no one get an auto loan through this bank I have seen previous complaints about this same issue there are way better credit unions to get a loan through dont make the same mistake that I and countless others have made
Business response
07/21/2022
Dear *************************************
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.
Sincerely,
*******************************Initial Complaint
06/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am physically disabled and have been unable to work for the past 30 days because I'm recovering from injuries sustained in a fall in May 2022. The only income I presently have is short term disability payments, which is roughly 1/2 my normal salary. I'm barely able to pay my household utility bills and buy groceries with disability income, so my AFCU account has been in overdraft status for approximately 35 days. I contacted America First this afternoon to see if there was anything they could do to help me out, and basically the answer was "no". The customer service representative was very helpful and got some of the overdraft fees on my account waived, but she said my account would be closed by June 19th if I couldn't make a deposit to cover 1/2 the overdraft by the 19th. I again explained to her that I was unable to work due to being on short term disability because of injuries sustained in a fall, and she said the only option I had was to let AFCU close the account and then re-apply to get a new account. I've been an AFCU member since ******************************************** the past, but I have no control over how fast my body will recover from my injuries. In my opinion, for AFCU to close my account while I'm recovering from my injuries is unconscionable, especially after I've been a member for ********************************************** the past. Once I return to work, I seriously doubt I'll be banking with America First in the future. Their lack of understanding during a difficult time in my life is inexcusable!Business response
07/06/2022
Dear ***********************,
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.
Sincerely,
*******************************Initial Complaint
05/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have reached out previously to AFCU regarding the insurance fee added unnecessarily to my vehicle loan. I was charged over $900. I was dropped by MetLife and obtained Allstate insurance within days February 2021. I’ve always had full coverage insurance on my vehicle. I have provided all required documents showing so to AFCU. The letter AFCU sent me saying they we’re notified I didn’t have insurance during the time frame specified is false and I provided my declarations pages for both insurance companies showing that. I received a message stating they resolved the issue but after checking my account I saw they did not. The fair thing would be for AFCU to remove the charged amount, plus any accrued interest on that amount from the remaining balance of my car loan. I am going to pay my car loan balance off and have been waiting to do so until attempting to resolve this issue with your help. I’ve been with America First credit union since I was 15 but do not want to do any future business with them if they do not remediate this issue and continue to treat me unfairly. Please find attached communications between AFCU, the dates they are stating I was not insured, my declaration pages showing I was insured for both MetLife and Allstate and the amount charged to my auto loan, along with my current remaining balance. Your assistance in this matter is appreciated. Thank you, ****** *******Business response
06/10/2022
Dear ****** *******,
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.
Sincerely,
Lisette T*******Initial Complaint
04/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I refinanced a motorcycle with the bank in September of 2021. I fill out the paperwork to transfer the title but it never got done to add them as the lien holder. It is now April of 2022 and I have not got the title change done because every time I submit a title change thru this bank it get reject by ***** or aleast I am told, or the paperwork never arrived. I have called ***** and they say no title change has been processed for my vehicle the only way to track it is thru a mailing tracking number but every time I call the bank for the tracking number they are say there was a problem with the title application and need me to fill out a new one. I have lost a buyer for this vehicle because I can't get a proper title finalized. So I am out $15,500 because of their paperwork processing.Business response
05/24/2022
Dear *******************,
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.
Sincerely,
*******************************Initial Complaint
04/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
**************** stinks and I cannot get a hold of somebody without waiting for 2 hours on the phone to be able to resolve an issue with my account. I have sent emails and they say to call after I stated it is over a 2 hour wait.Business response
05/06/2022
Dear ***********************,
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.
Sincerely,
*******************************Initial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a car loan with America first for an early **** dodge neon. I filed a chapter 13 bankruptcy in 2019 and this loan was Consolidated as part of this. This bankruptcy was paid and discharged in 2020, less than a year after filing. America first will not release their lean on this vehicle. I have contacted them several times. They do not deny that the loan is paid in full. They simply fail to release the lien and the title to meBusiness response
04/26/2022
Dear *********************,
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.
Sincerely,
*******************************Initial Complaint
03/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In July 2021, I bought a **** Damon ********* from Camping World with a loan from America First Credit Union. Before I even left the parking lot, I bought full coverage insurance from American ***************** Within about 2 wks, I recieved a notice from America First stating I needed to show proof of ************************ This was already sent on the day of purchase but it was again sent on or about 08/01/21. I was contacted again via email, mail, and text about mid August to show proof of ins or America First would purchase ins for me at the cost of $5739.00. American Family again sent proof of ins via, fax and email to Amerca First at least X2 a month. This constant notice is continued thru months, 09, 10, 11, and 12 of 2021...each time(s) with proof of full coverage ins. In 01/22, American Family said they could lower my Ins by $40 if I want to **** my ********* as "stored" in the winter. (I agree) America First tells me "no way"..so I change back in Feb, 2022 with no disruption in coverage. On Feb 10th, I recieve a notice from America First with $5739.00 added to my loan for their ins coverage. American Family sent proof of uninterrupted full coverage to America First the same day, and again on 02/11/22...and again, via email, fax, and phone on 02/15, 02/25, 02/28, 03/01, 03/03, and 03/10 of 2022. They have refunded $4573.74 but have with-held the refund of $1205.26 . Today, I received another notice from America First via email and mail, that they need proof of insurance. I have again asked American Family to send proof of ins to America First which they have as of 4pm this afternoon. I have sent at least 20 separate proofs of ins since my purchase in July, 2021. I would like the balance of my ins loan refunded ($1205.26) and I would ask that they stop sending me demands for proof of ins which are designed to charge me if I fail to respond. I might add that I have gone into ****** First in *******, ** on each of the above dates as wellBusiness response
03/31/2022
Dear *************************,
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.
Sincerely,
*******************************Initial Complaint
02/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 13, 2021 I had attempted to purchase a vehicle. I had not taken possession of the vehicle. After doing so, I found out some discrepancies with the loan and reached back out to the dealer. The dealer informed me that the contract was going to America First Credit Union. I called America First and asked them not to fund the contract. A few days later the dealer resolved my concerns and I went back to sign new paperwork. The paperwork showed the original dates, but I thought nothing of it, and drove my new vehicle home. At that time, I did not know who the new lender would be. Fast forward a couple of weeks, I receive paperwork in the mail that it is still America First. I go to update my insurance with the new information and moved on with life. Fast forward another couple of weeks, I receive another letter from America First stating that $548 was being added to my loan because I had not updated my insurance on the day of the original paperwork being signed despite still having full coverage insurance. America First says there is nothing they can do, as this comes from a 3rd party company, yet I had not received any correspondence prior to about this. I have had many auto loans and I have never come across this.Business response
03/07/2022
Dear *******************************,
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.
Sincerely,
******************************* & *************************Initial Complaint
11/18/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Yes I gone onto to open up a nee personal bank account, they said yes I can and they called someone and they said yes I am fine to open up an account. I waisted 30 min sindr they said I cant open up one due to my other accounts that was closed they said due to issues I never ever had issues with america first. I never disputed things that I did I dispute things if I didnt do it. I had a lot of ID theft and thats how this fraud happen. They was rude and didnt care!Initial Complaint
11/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a truck on June 28, 2021. Chose dealer's finance option through Amercia First Credit Union. Called my insurance company (Statefarm) and added insurance before I picked up the truck. I received emails and letters from AFCU demanding proof of insurance and threatening to add insurance to my vehicle loan. I sent them my insurance cards and plan. They forced a 3-day insurance policy on my account totaling $1,480. My calls to customer service were unsuccessful, and I was gaslighted multiple times by different call operators. They did not care about my Veteran status or the fact that they were ripping a Veteran off. The truck was covered on my insurance since Day 1, and they still have not removed the insurance they added to my vehicle loan.This is not a Vet-friendly business, and I do not recommend using AFCU. Their insurance scams on vehicle loans is a disgrace and only lines the pockets of the greedy. Stay away. Vets, look for a better financial institution.Business response
11/24/2021
Dear ***********************,
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. If you still have unresolved concerns, please dont hesitate to reach out.
Sincerely,
******************************* and ***************************
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Customer Complaints Summary
131 total complaints in the last 3 years.
42 complaints closed in the last 12 months.