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America First Credit Union
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3.0 6 Reviews

America First Credit Union Complaints Summary

3 Resolved
3 Unresolved
Our verdict: While America First Credit Union has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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America First Credit Union reviews & complaints 6

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8:23 pm EDT

America First Credit Union Unlawful extra fees on a loan

Due to covid-19, insurance company offices were closed. Getting insurance on the trailer we were financing through america first took longer than expected. They charged us over $225 to cover the period of time during which we were trying to get coverage. I was told by 2 reps that this would be waved. The insurance department said the loan department could wave the fee due to covid-19. Hortencia in the loan department said we would be credit the money as indicated by what she saw on the computer. I was then told that the reps made an error and they would not wave the fee. This is horrible customer service. Had I known that an epidemic would hit I would not have purchased a trailer. I explained I have been out of work since march 14 and my husband is a school teacher. The hold message states to ask about how they are helping customers during covid-19. They are not doing anything to help and causing more stress. I am disgusted carina kinser, jeremy in the employee development department and hortencia in the loans department (who gave false info along with the women in the insurance department) and america first offer no customer service or accountability to what associates states at all! Do not use america first.

Adding to this review:
I was contacted by lisette thurgood, complaint management, america first credit union. I requested from her any documentation to support being charged $225 for insurance on my rv during the period of time when I was trying to get insurance. It took longer given covid-19 and offices closed or people working from home. I have not heard back from her in 2 weeks. She is a manager in your complaint department. I followed up with her a week ago and again today but I last heard from her as follows: lisette thurgood to: christine frydenborg, ph. D. Wed, may 27 at 1:28 pm hello christine, I apologize for missing your call earlier. Per my voicemail, please let me know if you would like to talk over the phone, or if you would prefer to have this information emailed to you. Thank you! Sincerely, lisette I emailed her on may 27, may 28th and today, june 3. Next step is to contact my attorney. I have not been provided any documentation to justify the $225 nor has it been removed from my account. Should I need to contact my attorney there will be much more involved than just the $225.

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10:00 am EDT
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America First Credit Union Customer service

America First Credit Union is the worst credit union in the United States and avoid this place like a plague they're just out there to get your money and don't care about you and your family do not join this place. Their customer service people telling you lies just to get you off the phone they only tell you what you want to hear and not what you should be hearing! This Credit union became just like any other big banks and institutions they don't care about the little people anymore they climbed up the ladder and a small people know longer matter to them .

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1:21 pm EDT

America First Credit Union To much like a bank

I have been with them for 15 years and now I am leaving them. It was great the first 12 years excellent service no fee's just the best. I had some medical issues and they were good through that, because of health issues job loss and low income, I got behind on a auto lone 45 days, they took not only every thing out of my savings but also my 17year old Utah National Guards account as well, his savings checking. I called them to make sure I would have enough money to life off of and they pulled another payment, I am disabled and have five kids to take care of now I am only 15 days behind because they took the payment out of my account and my son who is now 18 account, I paid over $800.00 in just over draft fees last year. Stay away from them they are a bank not a credit union anymore.

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Is America First Credit Union legit?

Our verdict: America First Credit Union has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores America First Credit Union's position as a benchmark of trust and quality within its industry. Users and clients of America First Credit Union can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

America First Credit Union earns 100% level of Trustworthiness

Perfect Trust Endorsement: America First Credit Union achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for America First Credit Union. The company provides a physical address, phone number, and email, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

America First Credit Union has registered the domain name for americafirst.com for more than one year, which may indicate stability and longevity.

Americafirst.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Americafirst.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Americafirst.com you are considering visiting, which is associated with America First Credit Union, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

America First Credit Union website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

Americafirst.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from America First Credit Union.

However ComplaintsBoard has detected that:

  • We conducted a search on social media and found several negative reviews related to America First Credit Union. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
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5:25 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

America First Credit Union Unfortunate treatment of customers

I have banked with America First for ten years, I had a charge come out of my account that I wasn't aware of. I paid it as soon as I was aware of the charge, unfortunately they didn't warn me, they didn't send me a letter but one thing they did was alert my credit before I was even made aware of the charge. What kind of bank, does that? What kind of place that wants to keep customers does that. I am amazed, and when I called them to see if there was anything I could do, I was mocked. I guess that's what happens when they make call centers for the bank, instead of having that personal touch. I will tell you, I am done with a company that treats me so badly, a business that obviously doesn't care of me, or my business. I am beyond furious with this company.

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8:19 pm EST
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America First Credit Union Rude and stupid

I have never missed a payment. I have never stuck AFCU with any debt, or tried to get out of owing them money. I carry 115K in debt with them. However, they choose to treat us like bottom dwellers. You go in and sit with one of their loan officers, and they look at you like your the ### of the earth because you actually have debts that your paying on! I think they actually think the money they loan is their own money. I'm pretty sure most of the customer service reps think AFCU has earned all the money that they lend, that it actually belongs to them, and that it doesn't come from the feds.
Bottom line: If you deal with these guys, you will be treated like a financial idiot. They will make you feel like this, and do it with a smile on their face. The branch on 3500 s. 5000 w. is perfect at this. What a bunch of white trash

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emiller12
Des Moines, US
Jul 07, 2011 5:09 pm EDT

This credit union does not care about it's customers at all. They repossessed my 7 month pregnant daughter's car and only form of transportation and she was not late or past due on any payments, she was in fact, on time on all her payments! There was absolutely no need to do this. The Atty General's office has been notified of these unscrupulous practices.

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America First Credit Union
, US
Feb 01, 2011 3:59 pm EST

JD, we are sorry you had an unpleasant experience at one of our branch locations. AFCU prides itself on its service and wants each visit that you have with us to be positive. We will pass on your concern to our Service Quality department as well as the branch involved. If you would like to give us more detailed information to help us improve, please visit https://www.americafirst.com/about/contact/ and click on the provide feedback link. Thank you for being a member of AFCU and we hope you have better service in the future.

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D
2:47 pm EDT
Resolved
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America First Credit Union Horrible customer service

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.

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Update by dissastifiedclient
Sep 22, 2009 2:54 pm EDT

That is VERY strange because I am going through a similar situation with America First. As you said, they forget that some of us are TRYING, some of us are not giving up, hiding cars, etc. The rudeness is very unpleasant, and I know which person you are talking about. She has handled my account before and THANK GOD my account is now with someone else.
Im not sure if the head management is aware someone like her is working for them.

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Blaine North
, US
Sep 11, 2023 7:16 am EDT
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I had insurance at the time... they claimed I didnt... Siezed the truck... After having the insurance company send the documentation over... they cleared the back charges for insurance and gave me my vehicle back. I am still out the fees, travel cost, rentals. They destroyed my car alarm system I had to buy a new battery and tires.

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Lotusleaf
, US
Oct 08, 2017 11:01 pm EDT

Think it's time we get gibhart involved I have been in hospital and have auto loan. Got the disability insurance with my loan thank goodness at least I thought ? Put in the claim it has take couple months to approve have to verifications. I was told I was protected until I found out claim was approved or not. Well got home fro. Hospital other night next morning woke up to car gone. I am extremely sick and having to deal with these jerks. I agree with the above comments I have never in life been treated so rude. They tired to turn my words around transfer me to 3 different people and they each said different things when I mentioned my frustration with being told different stories was treated like I was crazy. I was told I wasn't told different things which I kept notes and quoted noted to them of the differences in what my rights were and what they would do with car. I was flat out told I was a liar by one person for saying that the other person told me something else. One more important thing I was never given notice or ph call said they didn't have my new address, but had it to file claim and had revieved mail from them and had it to repo it so why no possible warning! They said we don't have to! I think it's a game they play to keep u in the dark. They do this everyday and the bet on us not knowing our rights and what they can and can't do. I went to get medical device that doctor gave me to use was in car from repo shop and it was gone! Of course they say it couldn't of been then I made police report, but where does it end they need to be accountable for treating consumers this way. FYI- I made my payments on time always for 2 1/2 yrs before I got sick . This doesn't mean anything to them. Now they say no matter what I can't get car even though insurance claim will be complete in couple days. I don't have the health and strength to fight them on this and know have to find attorney to help me go up against these bullies. I think after attorney a call to gibhart! Good luck to all of you!

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baileysw
Salt Lake City, US
Jul 13, 2015 4:29 pm EDT

America first credit union s u c k s. I would just like to agree with the complaint posted above. america first is truly the worst. they do not care of their customers and are sloppy and unorganized. the staff here is unprofessional and it infuriates me to know that they employ such untrained and inefficient people. they don't know how to cancel automatic payments and after calling and chastising them over and over I have made numerous payments on things that I do not even own anymore! what is being done to resolve this issue?! do they even have a customer advocacy program? I did not think so! time to shape up afcu!

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Gary L McFarland
, US
May 16, 2015 8:57 pm EDT

My beef is with the AFCU Visa Fraud Department. Recently my wife and I went to purchase a new microwave at Sears. We attempted to use our AFCU Visa to capture ABC awards on the purchase, but we were denied and the clerk explained that it might be a problem with the system. I used my other AFCU visa without the ABC rewards which went through. We went to another store to make a purchase and we were told that our AFCU visa was not valid. We called AFCU and we were told they decided to put a lock on our visa card for possible fraud. After calling an explaining it was us making the purchases the lock was lifted. Upset I later called a representative from AFCU demanding to find out why they did this without attempting to call the merchants or us. I was told they tried to call our home phone number, but no one was there... Seriously? No attempt was made to call our cellphone numbers, because the system at AFCU fraud has room for one phone number only. Embarrassed and I'm likely out about a hundred dollars in ABC reward money later We Are Still Unhappy about this incident.

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Roger E. Layton
Salt Lkae City, US
Nov 12, 2013 7:48 pm EST

I have been with AFCU for about nine plus years. Recently I have noted a complete change in operations and spicily their customer service attitude. I do not have any credit lines of any type with AFCU but strictly checking, savings and bill pay accounts. To wit; this is where my complaint comes into focus and that is their new online system change! It is horrible to use, takes more time in functionally and, looks like the “The new Yahoo” to where there are large screen formats, it’s slow, and eats more memory. I sent a Message objecting to the new format and, the return reply was basically TAKE IT OR LEAVE IT! With that attitude, they will soon be history! Perhaps the Board of directors requires a good HEAD SLAP. I’m a CPA and some of my clients may be jumping off the AFCU ship!

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Calling out bad services!
Birmingham, US
Aug 15, 2013 4:24 pm EDT

The employees at this credit union in Birmingham, AL are just flat out rude! Including the managers. I spoke with multiple people form different departments and got the same attitude - horrible!

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zakaria hill
st robert, US
Dec 28, 2012 6:44 pm EST
Verified customer This comment was posted by a verified customer. Learn more

So I'm home on leave For x-mas. I'm deploying shortly after I get home from leave. So i thought, what a perfect tI'me to go get my interest rate lowered right that's one of the the benefits for deploying as a soldier. So i go ask jag what documents I have to have to get it lowered. They tell me all I need is my deployment orders. So i take it into a branch and i talk to a loan specialist, give her my orders and she asks me if i have paperwork for joining the army and i don't. So I'm thinking how the hell would someone get deployment orders if they're not in the army this lady is not to bright, and this is not the first tI'me America First Credit Union has gave me the run around. So i called my friends and their banks didn't give them any problems and gave them a lower interest rate then AFCU wonted to give me. So AFCU has lost my business and anybody i know. I just cant get over the the fact that they would do this to some one who is defending their freedom American first credit union sucks!

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Lotusleaf
, US
Oct 08, 2017 11:20 pm EDT

They choose which rules apply to which customers. If u look it up like I did there are customers that have sued over this you would think wake them up?

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Pissed in Syracuse
syracuse, US
Dec 11, 2012 6:42 pm EST

America First Sucks! Last month I was one day late on my kine of credit payment (No big deal only $25) They charged me a $25 late fee on a $25 dollar payment. I went into a branch that had no power they had to IM some one in the corporate office to get it reversed. I figured no problem, until I just checked my credit and they reported it as a late payment. ONE DAY HOLY COW! What a bunch of crap!

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Lotusleaf
, US
Oct 08, 2017 11:17 pm EDT

Legally they can not report one day late it has to be 30 days by law. Dispute with credit bureau they will remove from credit if they see it was only day late.

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stone632
Sandy, US
May 06, 2010 8:01 pm EDT

I agree with the original poster word for word. I, also, have dealt with Holly and it was a nightmare. I was at the branch trying to make a payment and she treated me like a child on the phone. While Holly was yelling at me, the tellers could hear and I could see the shame in their face that they worked for the same company as this woman. I left the branch without making the payment and got a call several days later from a different individual that resolved my concerns and I was able to come current.

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alterdstate
Sidney, US
Sep 22, 2009 3:07 pm EDT

Always go higher than the person who is doing complaining. As far as Vegas goes, why don't vegas go shut the F*** up. He is just jealous (Vegas) because he is probably poor. Stupid people say stupid things obviously. Write a polite but detailed letter to a VP or president.

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