Complaints

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

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  UFirst Credit Union

  3450 S Highland Dr Salt Lake City, UT 84106-3375

• 

  UFirst Credit Union

  PO Box 58025 Salt Lake City, UT 84158-0025

• 

  UFirst Credit Union

  1535 N Main St Bountiful, UT 84010-5928

• 

  UFirst Credit Union

  7121 S Redwood Rd West Jordan, UT 84084-3422

• 

  UFirst Credit Union

  1836 E Student Life Way Salt Lake City, UT 84112-5200

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:03/05/2025

  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 University of Utah Credit Union (************) (also known as UFirst Credit Union) due to incorrect credit reporting that is unfairly impacting my financial standing.I was the primary account holder on a joint account with my father as the joint holder. However, the negative balance and debt belong to my fathers separate primary account, not mine.The account now shows as closed on my credit report (Credit Karma), but it is still negatively affecting my credit score. Despite the fact that:The debt is not mine.The bank refuses to remove my name from the account.I was told I cannot dispute this issue.************ has continued to report this information under my name. This is unfair credit reporting, and I am requesting the following:Immediate removal of my name from this account and any associated negative credit reporting.Correction of my credit report to reflect that I am NOT responsible for this debt.I have attempted to resolve this directly with ************, but they have refused to assist me.

  Business Response

  Date: 03/06/2025

  Hi *******,

  We looked into this further and unfortunately an unauthorized ACH was transacted on the account. Although the unauthorized ACH and use of the funds may have been associated with the joint account holder, both the primary account holder and joint account holder hold responsibility for the account and any associated transactions. The primary account holder is responsible for said transaction and the resulting charge off.

  Please let me know if you have any further questions. I can be reached at ************ or *****************************************************************

  Thanks,

  ******* (AVP of TQM)

• Initial Complaint

  Date:11/06/2024

  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.

  I have multiple complaints as it relates to this company. I had a credit card get charged off which they sent to the shadiest collections company Ive ever imagined charging $6,000+ in fees over the span of just a couple months. Theyre called the ************************ who I will also be filing a complaint against. I ended up having to pay more than the balance of the card as a result of them doing this. They closed my checking account as a result of the card being charged off which isnt a huge concern but they also expected me to somehow continue paying on my line of credit without it. That ended being charged off as well and I managed to settle this account before they could send it to the ***** collections company that they use. I was charged a fee when receiving a wire from an account here which they stated would only be charged if my financial institution charged to me but I have received wires from other financial institutions without being charged a fee. After paying off these accounts I asked that they close my savings account and they did but they actually had the audacity to keep the money that was in the account. I would never touch this company again with a ten foot pool.

  Business Response

  Date: 11/15/2024

  Dear Mr. ************** apologize for your experience with us.  Upon reviewing your account it seems that we attempted to resolve the delinquency and subsequent charge off prior to sending it to ************************* our 3rd party collection agency as per our policy.

  Please let me know if you have any further questions regarding this matter.

  Regards

  *******

  ************

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22523318
  
  I am rejecting this response because: they did not try to settle this with me prior to sending to their shady collections company. If they told me that they would send this to a payday loan type of company that would charge thousands of dollars every month for holding the debt I wouldve worked with them. Their response didnt address all of my concerns. Ive never heard of a credit union treating their members so horribly. I shouldve expected a very vague response. Absolutely mind blowing.

  Business Response

  Date: 11/18/2024

  Mr. *****,

  We are sorry that our answer to your issue was unsatisfactory.  ************************** made multiple attempts to help resolve the delinquent balances before assigning to a third party. We apologize for the inconvenience.

  Regards,

  *******

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22523318
  
  I am rejecting this response because: it is a replica of the previous response. Not all of my concerns were addressed and as a Credit Union treating your members worse than a typical bank is ridiculous. Lying about fees, closing an account while keeping the remaining balance and sending that type of a collections agency after someone is simply wrong. I wouldve preferred you just sued me for the balance opposed to handing me over to a company that bills thousands of dollars a month for maintaining the balance. Your policies and procedures very much need to be revisited.
  

  Your own representatives cant explain why you operate the way that you do. Ironic how evasive youre being about explaining all of my concerns. Nothing but a blanket statement for what hurt me the most financially. This has proven to be a further waste of time. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/03/2024

  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.

  University First Credit Union really is unprofessional and needs to stop taking money out of your account the moment your direct deposit hits your account. Yes I am behind on a payment, but I dont think this gives them permission to take your direct deposit-I didn't have money to cover rent, because they took it upon themself to take $600 to make up on a payment, when I just started working after I lost my husband to suicide. I think U first Credit union needs to be checked into by the FDA.

  Business Response

  Date: 09/05/2024

  Dear Jennifer
  We are very sorry for this experience and your personal loss. Unfortunately, it seems like you were over one hundred days past due and as per our guidelines we offset your account when it became available.  Please reach out to me if you have any further questions and I will be happy to answer them.
  
  Regards
  Shalini

  801-463-3573

• Initial Complaint

  Date:07/01/2024

  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.

  I went in to see if I could get a card since they was mailing one since I needed some medicine and the gentlemen said he does not think so I told him I have no idea how much it will be and I have to have the medicine I said if I don’t I could have problems and that could cause a law suite if something happens my dsughter was with me Herd everything then he called the credit card they said they caught it in time gave me a card then I got a called sing the vip or something asked him to give me a called I told him I have dementia and cognitive inpairment and health issues and he needs to talk to my care giver since they new that if there is problems not to talk to me it should of been in the notes he kept on segueing and would not listen that he has to talk to my care givers and yes I got really upset and that is why I told them they can not talk to me but they did not care then I got a letter saying because of it that o need to have my account closed my July 26 and with social security it takes at least 2 months most likely 3 months to get it changed and they can not send out checks so there will be at least month or to I wont get paid and they should of listened when I told them so now I am in a mess when that happened I went into a panic attack and ended up in the hospital for 2 days

  Business Response

  Date: 07/02/2024

  Dear Mr. *******.

  I reached out to Gabe, our Eagle Mountain branch manager, as well as some senior management regarding your complaint. We are sorry to hear about your dementia but seems like there is no other owner on your account and there is no POA for us to speak to on your behalf. 

  We will work with you on a timeframe acceptable for both of us.  Please contact us at your earliest convenience.  

  Thank you,

  Shalini 

   

• Initial Complaint

  Date:06/06/2024

  Type:Delivery 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.

  UFirst credit union has severe data integrity issues in their stack. 1. An extremely glitchy mobile app 2. Outage of bank statements for multiple months: initially with no work around 3. Inconsistent and incorrect PI stored in multiple systems that no one can ever seem to update correctly.

  Business Response

  Date: 06/10/2024

  Hi ********************

  We are very sorry to hear that you are having issues with your mobile app, statements and PI storage. You mentioned you would not want to be further contacted but we would love the opportunity to discuss a solution.  

  Would it be alright if our manager reaches out?
  
  Thanks

  *******

• Initial Complaint

  Date:10/15/2023

  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.

  I went into the Holladay branch on 10/10/2023. I spoke to the manager and FSR and explained my situation. I am a victim of identity theft. I knew I had stuff on my record. I supplied letters showing I paid everything off in full. 2 days later I got a call from Stephanie. All she said was “hi, you opened an account and we’re looking to close it.” I asked why, it was because of something they already knew about that I fully disclosed and provided letters. I asked to talk to Verl the regional manager SEVEN times. I NEVER got a call from him. The next day I went in, Stephanie was very short and rude to me. She made me cry in the branch with the way she treated me. I felt as though they were treating me like a criminal. I left. I emailed Verl 10/13/2023 asking for another call. No call. I called collections, I told them what happened. I found out that I had an account there that I had no idea about in the past. I tried explaining it to Amy the collections manager, she was rude and would interrupt me every time I tried to speak. She accused me of lying saying “so you’re telling me you had identity theft happen when all of your account info is up to date” it had nothing to do about the account I opened 10/10/2023. It had to do with an old account. No one there addressed my concerns, no one heard me out. If you are a victim of identity theft, the financial institution should be at least empathetic. Verl told the branch manager Stephanie that anyone could say they are a victim of identity theft and accused me of lying. I have never been treated so poorly in my life. I will never recommend this “credit union” to anyone. I was treated unfairly, discriminated against, disrespected, and ignored. If you can’t keep my account, fine, at least take ownership for YOUR mistakes and treat me like a human being.

  Business Response

  Date: 11/07/2023

  Dear ************,
  
  We discussed this internally and you should have received a call from our senior management team.  We hope your issue was resolved but if not, please feel free to email me at *************************************
  
   
  
  Thanks
  Shalini 

• Initial Complaint

  Date:09/06/2023

  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.

  UFirst recently changed technology platforms/systems which limits user ability. My husband and I co-mingle our finances, but the UFirst system does not allow for joint visibility/management of loans/accounts. They require a separate log in for both spouses (understand the need for this) but limit management rights to only one person. This means the credit union is limiting the access of one of the named loan persons and is giving all control to the other. This is so very wrong, if both loan holders are accountable for payment, both loan holders should have full access to manage and control those payments. The credit union changed our payment debit date, without permission, and will not update it back to the original date. I am told they cannot change this date (even though they changed it the first time) that my husband has to do it. They made a mistake and are putting it back on us to fix it. Which would be fine, except they are also telling me I can't fix it because only one loan holder has the right to change the date, and it is not me. My husband has tried to do the update himself and is not able to find how to do this. The new system is a time suck. Things aren't easy to find and manage and we have wasted many hours on this and other issues as a result of their system changes. A financial institution should not be able to limit loan holder administrative access. This is a severe flaw in their set up and needs to be addressed. How archaic to think that only one partner manages the financial matters.

  Business Response

  Date: 09/11/2023

  Dear Ms. *******

  We are truly sorry for your experience.  It seems like you have already spoken to our call center team about your concern.  Ben D*****, our AVP of Member Contact Center has been trying to reach you - please reach out to him if you have any additional questions as we would love to make sure your questions have been addressed to your satisfaction.

  Regards,

  Shalini

   

• Initial Complaint

  Date:05/22/2023

  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.

  I missed my april payment about by 42 dollars. Since my payment increased due to escrow going up. When I tried to pay my May date and the past due amount they said I couldnt unless I paid a past due amount of 378 dollars. They can freeze my account I dont care to work with them. But I dont think its cool that I cant pay my bills esp my house payment just cause I cant pay the house payment for 2 months (Month of May and 42 from April). I dont want to fall further behind and that will catch up my house payment but they refuse unless I pay a late fee from 3 yrs ago cause I missed my payment of 42 dollars. I tried to work with a rep that refused to transfer money to pay my house payment. I said you can freeze everything til I can make that payment but I dont have it to pay everything now and I still have to feed kids. They wouldn't work with me at all. I just want to pay my credit card bill and house payment so I dont keep falling behind. I will pay the late payment in the next 28 yrs.

  Business Response

  Date: 05/23/2023

  Dear **********************

  We are very sorry to hear about your experience at UFirst Credit Union.  I was able to speak to our managers at *********************** as well as other departments and understand they worked with you and got your issue resolved.  Please let me know if you have any questions.

   

  Thanks

  *******

  Customer Answer

  Date: 05/23/2023

   
  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. Thank you ****** for going above and beyond and the front desk rep in Riverton for going above and beyond what I expected. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/04/2023

  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.

  Riverton branch university federal credit union, branch manager, ****** denied me an overdraft on my debit credit card. I want a $10,000 credit limit on my card immediately. I have. This is a discrimination issue. She gave a loan to a male the same day but denied mine.

  Business Response

  Date: 05/16/2023

  Dear *****

  We are so sorry you had a bad experience at our branch and denied for overdraft.  I noticed however, we have since given you an e-cash loan. If you have any further inquiries please reach out to our call center at ************ and we would be happy to look into it for you.

   

  Regards,

  *******

   

  Customer Answer

  Date: 05/16/2023

   
  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.
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  Date:05/03/2023

  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.

  I intentionally wired money to *** Utah on April 20 2023. The wire was sent on April 21, 2023. A representative from UFirst Credit Union called to confirm this. On April 27, 2023, an unauthorized withdrawal from my account in the amount of $650 occurred. I immediately called the credit union and spoke with Scott P******. He sent me an Dispute an Unauthorized Withdrawal form, which I completed and return. On May 2, 2023, I called to inquire as to the status of my missing money. The next person, Pedro P******, responded in an email saying since *** was added to BillPay, there was nothing to be done. To be clear: I did not add *** Utah to BillPay. Ever. On May 3, 2023, I text-chatted with a person named Will, who (a) had no record of my prior interactions (though I do) (b) suggested that my account had been compromised (c) suggested contacting the police, and (d) saying there was nothing to be done.

  Business Response

  Date: 05/16/2023

  Dear *******

  We are very sorry for your experience. I spoke to the Call center manager regarding your complaint and I understand that our Bill Pay service provider has refunded you the money. *** Utah has also been removed from the Payee list on Bill Pay. If you have any further questions or concerns please call us at ************.

  Thank you,

  Shalini