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Business Profile

Credit Union

First Source Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for First Source Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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First Source Federal Credit Union has 6 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My father passed away but had a small account in my name at this bank. I attempted to change my address for some years and update the information and constantly received the run around. I answered all and any questions ever asked about the account. I even went in person during a visit. I now live out of state. I was told I had to keep the account open. I believe this to be untrue, for it is my account and my funds. Recently I was notified a dormant notice was delivered to the wrong address back in NY. Luckily, I knew the resident who accidentally opened the mail piece. Otherwise, I would have never known. I seems like a sorry ploy to keep funds from clients. It is a small amount of money they perhaps hope and pray on that people will give up on over time. Moreover, every time I call, I answer all identification questions asked correctly and then they aways tell me the person I need to speak to is not available and I will get a call back in 3-5 business days. That never happens. So, I call back and go through this scenario repeatedly with the same outcome. Access to my very own funds is refused by First Source. They tell me not to worry it will stay open I do not need to do anything. I want it closed, and the funds sent to me.

      Business Response

      Date: 07/08/2025

      Good afternoon,FSFCU has acknowledged and resolved Mr. ******' compliant as of 7/8/2025.The account in question has been closed and an official check has been sent to Mr. ****** at the address he provided.I have attached a copy of the resolution letter sent to Mr. ****** via certified mail.Please let me know if you require anything further.Thank you,Dorothy B. C*******, NCCO, CBSAPCompliance
      and Fraud Manager IIIFirst
      Source Federal Credit UnionPhone
      ###-###-####, x*************************

      Customer Answer

      Date: 07/14/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      After years of the bank failing to allow me to close or have access they did finally reach out after my Better Business Bureau complaint. They did send a check for a balance. However, they failed to provide the requested statements for my account. I would still like the past three years monthly banking statements for my account. Moreover, this has been an unnecessary struggle for years to address but it was as simple as a BBB compliant to correct in 2 days. After days, months, years, hours of my personal time trying to address with First Source. My time is valuable and this was an extremely difficult time to begin with. Damages are warranted. I would like to say when Susan P*** did reach out she was very polite and professional. I was never contacted by the company supervisory Commitee Chairman who sent a letter that they were overseeing the matter. 

      Regards,

      ***** ******

      Business Response

      Date: 07/15/2025

      Good afternoon,I have reached our to our branch manager and asked that she contact you to assist with your request for statements.Please reach out if you do not hear from her in a timely manner.Thank you,Dorothy

    • Initial Complaint

      Date:02/25/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i was backed up on my car payment, went to pay all my backpay and a couple months forward and was told to keep the money and i had to give back my car or pay my loan in full.

      they also tried to repossess my car after i told them i would make a payment. i thought someone had taken my car from work because the repossession guy just drove off in my car and parked it at his house on **** ******** ***** i have a tracker on my car so i tracked it to that address.

      when i took my loan out i paid extra for disability and gap insurance and they have not tried to work with me regarding my lateness on my car note due to myself being hospitalized and my daughter .

      everytime i try to make a car payment they don’t accept my money and/or the money would “bounce” due to insufficient funds but i always had the funds in my account. i have the funds in my account and they are refusing to take my payment.

      Business Response

      Date: 02/27/2025

      Good afternoon,

      FSFCU has spoken to Ms. ********* and has found a resolution to the identified concerns.
      The attached letter has also been sent to Ms. ********* via certified mail confirming resolution.
      Should there be any further questions or concerns please do not hesitate to reach.

      Thank you,
      Dorothy C*******
      Compliance and Fraud Manager-FSFCU


    • Initial Complaint

      Date:02/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Got an auto loan in November. First source is saying the lean was never perfected. They sent a letter that stated it was not perfected but did not give any information on change in rates and monthly payment. They changed my monthly payment and rate by 10%. They sent a letter at the end of January stating g these changes that has not been received by mail yet. A bank is required to give a 45 day notice of the exact changes that are bong made to the loan before they can make those changes. This is completely illegal what they are doing and something needs to be done

      Business Response

      Date: 02/21/2025

      Good morning,FSFCU has spoken to the Mr. *** and resolved the issue related to the unperfected lien.The attached letter has also been sent to Mr. *** via certified mail confirming resolution.Should there be any further questions or concerns please do not hesitate to reach.Thank you,Dorothy C*******Compliance and Fraud Manager-FSFCU

    • Initial Complaint

      Date:03/07/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Money was taken out of my bank account from express scripts. For some reason express scripts does not have a record. The bank can see that this came out. The bank advised me to dispute. I provided them with all documents. They are now saying I have no recourse. My money is not safe. I should be protected by my bank. I have been a customer for 27 years.

      Business Response

      Date: 03/07/2024

      Complaint ID ******** Good afternoon,Please be advised that the subject Complaint
      has been resolved with a favorable outcome for the Member.Also, please direct all communications to my attention going forward as ****** ******** is no longer with the CU.Please advise if you require anything further.Dorothy
      B. C*******Compliance and Audit Manager IIFirst Source Federal Credit UnionPhone ************* ***************************

    First Source Federal Credit Union is NOT a BBB Accredited Business.

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