ComplaintsforFreedom First Credit Union

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Freedom First Credit union has not only canceled debit card without reason on numerous occasions. Freedom first also blocked access to my accounts with out reason . When asked as the surety for this account never given answers . When asked to speak to managers they are always supposedly in meetings . Requested information directly affecting my accounts and never got an answer . Was sent a letter weeks after my account keeps declining blocking me access to my funds without cause requesting I close my account . I do not deposit funds into this account any longer and now what ever funds are in the account are being held hostage . This “bank” has removed funds from my account without my knowledge , this “bank” adjusts records or communication and find availability to seem as if overdraft ed . I have spoken to many reps who all speak condescending and passively aggressive yet when you speak the same way they claim you are rude and disrespectful. I want all funds and interests owed to me immediately released to me this bank is fraudulent and violating their charter on many aspects . I simply want my funds in full immediately.

  Business response

  06/12/2024

  Upon receipt of complaint ID # ********, a thorough review of this matter was conducted which included a review of phone recordings and online/mobile chats.  Since 2022, the Credit Union has corresponded over 150 times with Mr. ******* regarding his concerns.  Our records indicate that instances involving his debit card being blocked were due to his card being included in a list provided by Visa of compromised cards or transactions suspected to be fraudulent. As a financial institution, it is our responsibility to monitor and identify potential fraud and block card access to safeguard our member accounts and the Credit Union.  In February 2023, Mr. ******* inquired about a withdrawal from his account.  It was explained to him that a merchant had reversed a credit previously posted to his account in November 2022.  As a result, he would need to contact the merchant to dispute the reversal.  Details of the message from the merchant along with contact information were provided to him.  In addition, a total of $64 in overdraft fees were assessed to his account in 2024 of which $32 was refunded.  During this review, it was evident that Mr. ******* was not pleased with our service or our responses and at times behaved unprofessionally toward our employees.  As a result, a letter was sent to Mr. ******* on May 24, 2024, informing him that we will no longer do business with him over the phone or through mobile chat.  The letter advised that his checking account would be closed with any remaining funds moved to his savings account.  Prior to sending this letter on May 24, 2024, our Physical Security Coordinator attempted to call Mr. ******* to discuss these concerns in detail but, was unable to reach him.  On June 10th, Mr. ********* checking account was closed, and the funds were transferred to his savings account and are available for withdrawal at any time.  Mr. ******* referred to closing his account on several occasions, and since we are not able to meet his banking needs, we respect his decision.  He can visit any of our local branches to assist with the closing of his account.   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 3, 2024 Freedom First decided to steal money from my account a second time, illegally. I want my money back before I close my accounts and take my business elsewhere. They are thieves.

  Business response

  06/14/2024

  Upon receipt of complaint ID # ********, a review of this matter was conducted.  On June 3rd a $7.00 minimum average daily balance fee was assessed to Ms. ******** checking account.  Per regulatory requirements, the Credit Union mailed a letter to Ms. ******** address on file on April 1st to notify her of the account changes taking place effective May 1, 2024.  This letter which was not returned to the Credit Union as undeliverable, contained details of the new checking account name, the average daily balance required to avoid the $7 monthly fee, other checking account options offered by the Credit Union, and the benefits that come with the account such as savings through special offers from local businesses, cell phone protection, roadside assistance, fuel savings, and much more. We are happy to discuss the account benefits and other account options with Ms. ****** and regret any negative feelings or confusion she may have. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am currently on Social Security Disability. This is my only form of income other than child support which recently ceased due to the fact my children's father significant other was killed tragically in a motor vehicle accident. I informed Freedom First Credit Union of this information. In addition, I have been in the hospital and have struggled to meet my financial obligations. I have issues with making sure I have deposited enough funds and the stress is overwhelming. I have been charged ver $100.00 in overdraft fees due to the fact I am disabled and having trouble managing my finances at this time due to my mental state. The actions of Freedom First FCU are in direct violation of 42 U.S.C. 407, “the right of any person to any future payment under this title shall not be transferable or assignable…” The only funds that are deposited into this account are from Social Security and child support. Can you please assist with the refunding of these fees and the closing of this account?

  Business response

  01/08/2024

  Thank you for bringing your concerns to our attention. We have reviewed your complaint with our Compliance department, and they have confirmed that we have not violated any codes. We believe that if you would give us the opportunity to have a conversation with you, we can come to the appropriate solution for your request. A branch manager will be in touch with you within 2 business days to discuss your options as we have several that could help you through this difficult time. Thank you for being a valued member and we look forward to the conversation.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday September 26, 2022 Freedom First withdrew money from my account (transferred) to my oldest sons overdrawn account. At no time did i get any notice via email phone call text message letter etc no communication to me to make me aware of the situation. This had put me in an incredible financial bind unable to pay bills or make necessary purchases. I am asking that not only do they compensate me financially for the mental and emotional distress this has caused, but also financially compensate my son as he filled out and sent multiple forms telling them to block transactions from being attempted on his account so he could avoid fees and if he moved back he could start using the account again. To add insult to injury a rep in the discharge or charge off department was extremely rude disrespectful and unprofessional.

  Business response

  09/29/2022

  Upon receipt of complaint #********, a thorough review was conducted. Our records confirm that funds were transferred from a checking account owned by *** ****** to an overdrawn account that *** ****** was joint on with her adult son.  It was determined that this transaction was in accordance with the Credit Union’s Membership Account Agreement which states “You agree that We may impress and enforce a statutory lien upon Your Accounts with Us to the extent You owe Us any money and We may enforce Our right to do so without further notice to You. We have the right to set-off any of Your money or property in Our possession against any amount You owe us. The right of set-off and Our impressed lien does not extend to any Keogh, IRA or similar tax deferred deposit You may have with Us. If Your Account is owned jointly, Our right of set-off and Our impressed lien extends to any amount owed to Us by any of the joint Owners”.In addition, *** ******** account was also reviewed to ensure that the transfer of funds did not result in any fees assessed to her account.  This review confirmed that no fees were assessed as a result of this transfer.   We regret any negative experience this may have caused for *** ******.  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The collections department filed a negative report to one or more credit reporting agencies. This was due to them not closing a checking acount that I was told would be closed. The unused account was then charged an overdrawn fee. They never contacted me about the fee, then charged off the account resulting in a negative impact on my credit score with at lease one credit reporting agency.

  Business response

  12/31/2021

  Our records show that on January 13, 2020, Mr. ****** made a payment over the phone to pay his overdraft loan in full and indicated he would contact us at a later date to close his checking and savings account once the payment had posted.  Our records do not indicate we ever received a follow up communication to close his account.   On January 11th and January 14, 2021 a $300.00 PayPal transaction attempted to clear Mr. ******** checking account and was returned both times.  This resulted in two $32.00 NSF fees being assessed.   On March 4, 2021, the Credit Union attempted to communicate with Mr. ****** to resolve his negative checking account balance but was not successful.  After careful review of this matter, the Credit Union will update the reporting of Mr. ******** checking account to the credit bureaus as he requested.  We apologize for any inconvenience this may have caused Mr. ****** and hope that our response resolves his inquiry. 

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