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Credit Union Services, Personal and Business Loans
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A BBB Accredited Business since
BBB has determined that FirstLight Federal Credit Union meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Pat Aguilera, Executive Assistant Coby Cherry, Branch Manager
Alternate Business NamesFirst Light Federal Credit Union
THIS LOCATION IS NOT BBB ACCREDITED
9983 Kenworthy St
El Paso, TX 79924 Directions
THIS LOCATION IS NOT BBB ACCREDITED
PO Box 24901
El Paso, TX 79914
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Additional Phone Numbers
- (575) 373-2144 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Read Complaint Details
Complaint: On November 10th I cancelled my autopays with ******* and said I would pay through my own bank. On December 15th my bank sent my payment of $460. On December 23rd they auto debited $459 without my permission or knowledge. I spoke with a woman named **** who said there is nothing that they can/will do, they have to search paperwork and call back. I asked for her supervisor since she was nonchalant and seemed to not believe me, instead of the transfer she hung up. I called back and spoke to **** who refused to transfer me to a supervisor. I finally got a woman named **** to transfer me to her supervisor ****** who assured me it would be fixed with a bank transfer the next day.
Desired Settlement: I deserve an apology, and these employees severely need training.
January 13, 2015
Ms. ******* *******
**** ****** ***
** ***** ** *****
RE: BBB ID# ********
Dear Ms. *******,
This letter is in response to your complaint to the Better Business Bureau regarding your Account.
Thank you for giving us the opportunity to improve our service. Upon research, it does appear that the request was made to cancel your autopay; however, the account maintenance did not transpire in a timely manner.
Our apologies to you for the miscommunication and handling of your request.
If you have any further questions regarding this matter, please feel free to contact our Call Center Manager, ******** ********, at ***** ********. Thank you for allowing us to continue to serve you.
VP Retail Operations
cc: **** *. ******
Better Business Bureau
Read Complaint Details
Complaint: My ex boyfriend got a hold of my old account i have with First Light FCU and he stole all of my money. The bank refunded my money and i made a new account with First Light thinking it wasnt going to happen again but it did about two months later, FIrst Light FCU transferred $360 from my account to his without my permission. I went to talk to the Branch Manager and he said he cannot do anything about it and that he cannot tell me anymore information
Desired Settlement: I want to get my money back. That money was for my car payment and rent which i cannot pay because of this. I am getting my car repossessed and possibly getting evicted.
May 16, 2014
RE: ID # ********
To whom it may concern:
Thank you for the opportunity to respond to the complaint by Ms. ****** *******. On March 25, 2014 an unauthorized transfer was made from another member’s account to Ms. *******’s account for $360.00. Upon notification of this unauthorized transfer and receipt of the dispute and police report, FirstLight Federal Credit Union recovered the $360 from Ms. *******’s account and credited the amount to the rightful owner of the funds.