The complaint has been investigated and
resolved to the customer's satisfactionResolved America First Credit Union — Horrible customer service
resolved to the customer's satisfaction
have NEVER been as mistreated by a company as I have been by America First. I currently own a 2007 BMW and my loan is through America First Credit Union. I lost my job October 2008 at a big corporation due to the Real Estate recession. I was making 15k monthly and I had never been late on my account until then.
I own 3 houses and every single one of the banks have been kind and courteous towards me and have treated me with respect. I have made payment arrangements with them. When I call America First to MAKE A PAYMENT, I could not be treated worse. I believe it should be simple, take my payment. They speak over me, they treat me as if I was a little child, they are as rude as they can be. What upsets me, is that I am calling to make a payment on the account, not the other way around. Today I called to make the LAST payment of our payment arrangements ($630.00 - owing balance plus fees) to bring my account CURRENT and I could have not been treated WORSE. After this payment to bring my account current, my next payment wont be due until September 29th. I called and I first requested for an Electronic Debit Enrollment form, since I dont want to fall behind again. When I got Holly from the Operations Department on the phone, she was EXTREMELY rude and disrespectful, it was as if "someone else" was listening to the conversation and she wanted to "prove a point" when there is no point to be proven. There was NO necessity to her rudeness at all. Oh and by the way, she DIDNT EVEN TAKE MY PAYMENT. She spoke over me so many times that I DIDNT EVEN HAVE A CHANCE to give her my account information. She didnt request for my fax number EITHER, so the form I was trying to request could be sent out to me. I also inquiried about the "Payment Deferrement Plan" presented to me by a different employee. The employee told me that once the account was COMPLETELY CURRENT, I would be eligible for it so it could give me a "break" since Ive been making 2 + payments a month for quite sometime now in order to bring the account current. When I asked for more information on it, it put her "over the top". She said she was the one who was not going to ever make that option available to me, she said it wouldnt matter if my account was current or not. I feel she was taking things rather personal than professional. I understand a collector needs to be rough with clients in order to collect from them. I just dont understand why an employee would be extremely rude to a client when the client is calling to make a payment and find out all options available to them.
I was so upset it made me cry. This financial crisis has not just hit me, but a great amount of individuals around me. I am not requesting to have the car given to me for free, I am requesting to be treated with respect.
I owe on my car more than what it is currently worth. By repossessing my car, AMERICA FIRST CREDIT UNION would be losing. I have always made it clear I want to keep the car and therefore I have made payment arrangements and paid every single fee imposed to my account. For one reason or another, I had to change the dates of the arrangements, etc., but still, I have been paying 2+ installments a month. I am never calling the Operational/Collection department again to make a payment, I will go to the branch in person instead. It feels Holly was so loaded with negative things to say that she has forgotten I am trying here. I feel no individual should be treated in such way, especially under all the distress that is already surrounding us.