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America First Credit Union

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America First Credit Union Reviews (74)

Dear [redacted],Thank you so much for taking the time to submit your feedback regarding a recent loan experience.  We truly appreciate the information you have shared and will utilize it to better train and educate our employees.  I apologize that you didn’t receive the appropriate follow up to...

your loan application.  Per our phone conversation, I understand you are no longer interested in pursuing this loan and membership account.  We have marked the loan as not accepted, and closed out your membership account with us.  There was not a membership account nor Share Savings Account established as part of this application, and you were not charged $1 to maintain the balance required for ownership.  To ensure the privacy of your information, I will not further elaborate on the motorcycle valuation, loan rates and terms, we discussed over the phone.  If you have additional questions or if I can assist you further, please let me know.  Thank you!Sincerely,Lisette T[redacted]Tammy G[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have spent the last 4 weeks giving...

your Credit Department the opportunity to make the necessary changes to how your organization is reporting the vehicle which I paid off.  All the other parties involved including [redacted] CU have already corrected the issue, however, AFCU continues to claim that they can and will report the way they are reporting.I have been told this by Hollie AND Sky the Vice President over Credit. Sad really that even the County Attorney said you folks should be able to correct the mistakes made by Executive Auto Plaza owned by Robert B[redacted] whichI had the pleasure of closing down through proper legal process according to Utah StateLaw. Correct how it Reports or Accept the Complaint.  I did not spend all the time in the Weber County Courthouse for nothing. All of the necessary documents offering evidence to support the complaint have been sent to your Credit Department. Thank you. 
Sincerely,
[redacted] And [redacted]

Dear [redacted], Thank for submitting your complaint via the Revdex.com.  Because of the nature of your concern, and our commitment to privacy regarding your account, we have sent you an email containing a letter which explains further your rights and responsibilities.  Should you...

have additional questions regarding this same inquiry, please follow the instructions provided in the letter.  We appreciate your Membership and look forward to serving you again soon.   Sincerely, Tammy G[redacted]

Complaint: [redacted]
I am rejecting this response because: I have never dealt with a credit union as poorly ran as this one. It is completely their fault that more money was added to the credit line after I had already paid it off. They have seen my Power of Attorney papers. They had to see them to let me handle some of the things I have helped my Mom with. I will be consulting my attorney.
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for bringing to our attention your concern in regards to your recent loan experience.  We truly appreciate the information you have shared and will utilize it to better train and educate our employees.  I apologize that you didn’t receive the proper information...

in regards to your loan.  Per our phone conversation, I understand you were pleased with the remediation and explanation provided by America First.  If you have additional questions or if I can assist you further, please let me know.  Thank you!Sincerely,Lisette T[redacted]Tammy G[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also, extend my thanks to Dwight J[redacted] for the movie theater gift card. That gesture goes a long way. 
Sincerely,
[redacted]

Dear Mr. [redacted], Thank you so much for your feedback regarding your experience at America First Credit Union.  Because of our commitment to the privacy of our member information, we will not further elaborate on the circumstance we discussed.  Per the details contained in the most recent...

email correspondence, we believe this complaint to be resolved.  If you have additional information or questions, please contact us at your earliest convenience so that we can investigate further.  We appreciate your membership and look forward to serving you again soon.  Sincerely, Lisette T[redacted] Tammy G[redacted]

The information that is being reported in accurate and correct per the Fair Credit Reporting Act.

Dear [redacted], Thank you for this opportunity to communicate with you regarding a recent complaint. I have researched your complaint and have included information below relative to the complaint you submitted.  You are correct in that America First Credit Union contacted you on the morning of...

6/25/2016 at 9:04 AM, leaving you a message stating that there was a charge $3773.77 that was pending.  We fortunately were able to stop this charge, due to the fraud monitoring that we have in place through our Visa card systems.  Unfortunately, a different fraudulent charge was initiated on Monday, 6/27/2016 in the amount of $3,998 that utilized your routing and account number.  Fortunately, on Wednesday we were able to rebate the $25 fee that occurred as a result of this transaction, as well as get the $3,998 provisionally credited to your account.  We have notified PayPal of the unauthorized charge and anticipate no further issues with this transaction.    You also noted in your complaint the lack of assistance you were offered from America First representatives relative to the resolution of this fraudulent charge.  After listening to the calls, the communication between our representatives and both you and your wife was inadequate.  I understand your frustration in feeling like you were told one thing, and then seeing another thing happen.  Please understand that we did everything possible to stop the fraudulent charges over the weekend via your Visa card, but were not even aware of the ACH transaction that came through until Monday morning.  There are always opportunities to improve, and I have shared some insights with our teams internally to ensure we do not repeat this same experience for another Member.  I sincerely apologize for the missed opportunity to provide for you an enjoyable experience with America First Credit Union.  We value your Membership and look forward to serving you again soon.    If you have further questions in this regard, please let me know. Thank you! Sincerely, Tammy G[redacted]Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear [redacted],Thank you for taking the time to tell us about your experience in making a payment on a loan through the drive thru.  We apologize for the hassle and inconvenience you have experienced.  We are coordinating internally to ensure a consistent member experience as a result of your...

feedback.  Thank you for bringing your concern to our attention.  We would love another opportunity to earn your business.  We hope to serve you again soon.  If you have additional questions or if I can assist you further, please let me know.  Thank you!Sincerely,Tammy G[redacted]

Dear Mr. [redacted], Thank you for this opportunity to communicate with you regarding a recent complaint.  You noted in your complaint that you received follow up from an America First Credit Union representative a couple of days after you initiated your application.  As good business practice...

and as a service to our Members and applicants, we generally follow up with incomplete applications to find out if we can be of assistance in finalizing the loan application.  You received a phone call from a mortgage loan officer as part of this process.  You also noted in your complaint that you did not authorize your credit to be pulled.  Please note however, that on the initial application page, prior to even creating a login, the following text appears:  “Applying for a Mortgage Loan from America First requires a non-refundable $26.32 (it was $24.82 at the time of your app) application deposit per credit report that will be credited to you upon closing.”  It also states, “Please understand that if you log in to our Online Mortgage Application, you are authorizing America First Credit Union to run a credit report and charge you $26.32  per credit report. Please log in only if you intend to submit your application.”  After creating a login, you are directed to a page which allows you to input your personal information (name, date of birth, SSN, marital status, etc.) plus additional information relevant to the application initiated.  Upon completion of this page, you are directed to a 2nd page, which expressly states,   Any and all Borrower(s) and Co-Borrower(s) have read this authorization and expressly authorize America First Credit Union to obtain credit report information from consumer reporting agencies. If this is an application for joint credit, by clicking on the “Save and Continue” button below, Borrower and any and all Co-Borrower(s) expressly intend to apply for joint credit and the expression is made personally, not having authorized another person to make that authorization for you. If you do not agree, do not proceed with the application.   This page requires that you check a box next to this paragraph before proceeding.  In addition, you are required to input payment information for the charge of the credit report, which you did as well.  We can see from the status of your loan application that you authorized the credit to be pulled at 2:16 PM on 12/5/2016.  We are not authorized to share your credit report with you because of our agreement with the credit reporting agencies from which we obtain this information.  We have, as a gesture of good will, refunded the cost of the credit report to your savings account.  Please know that we strive to provide financial services of a superior quality for our Members, and serve them with the highest degree of excellence in every contact.  If you have additional questions or concerns, please let me know.  We appreciate your Membership and look forward to serving you again soon.  Sincerely, Tammy G[redacted]

I regret that Mr. C[redacted] has not had a positive experience regarding his loan with us. We strive at America First to provide an excellent member service experience. After researching the situation, it has been determined that the loan has been handled properly. We will promptly provide any...

documentation or explanations that are requested by Mr. C[redacted]. To resolve the concern about the current monthly payment, we are glad to give options for re-amortization of the loan if he wishes.  He can contact Jenn in our Debt Solutions department at [redacted] or [redacted] ext [redacted]. We invite Mr. C[redacted] to contact us directly concerning any remaining issues and hope to come to a mutually acceptable resolution.

Dear Mr. [redacted],
Thank you for this opportunity to communicate with you regarding a recent complaint.  I have researched your complaint and have included information below relative to the complaint you submitted.  I contacted your insurance company directly on Monday and had them email to...

me the appropriate documentation to verify coverage for the period of 11/2/2015 through 12/14/2015.  The previous declaration page was only showing coverage from 12/14/15 through 6/14/16.  I was able to speak with an agent and get this information as well as correct the lienholder address.  I have confirmed with our Insurance Department that you received a full refund of $[redacted] today as well.  They will also reimburse you for the interest accrued as appropriate.  Your payment will return to its original amount of $585.00 next Friday, March 18th. 
If you have further questions in this regard, please let me know.  Thank you!
Sincerely,
Tammy G[redacted]

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Address: PO Box 9199, Ogden, Utah, United States, 84409-0199

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www.americafirst.com

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