Complaints

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

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First Credit Union has 8 locations, listed below.

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  First Credit Union

  25 S Arizona Pl Ste 111 Chandler, AZ 85225-5537

• 

  First Credit Union

  1232 E Baseline Rd Tempe, AZ 85283-1404

• 

  First Credit Union

  803 E Devonshire Ave Phoenix, AZ 85014-4614

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  First Credit Union

  1310 N Litchfield Rd Goodyear, AZ 85395-1296

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  First Credit Union

  475 N Gila Springs Blvd Chandler, AZ 85226-2704

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.

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 pulled a copy of my consumer report and noticed some items I would like to dispute. I have suffered emotional distress as a result of this matter and I have felt suicidal lately as a result so I demand this matter be resolved in a fair and equitable manner, which hasnt been done.FST CREDIT # *********** These account are related to a transaction and experience that falls under the EXCLUSION section of the ***** definitions; rules of construction section. It was also reported without my written consent and therefore is a result of idwentity theft (as defined by the Federal ****************** and the accounts SHALL be deleted. This account is not related to any transaction authorized by me, the consumer as I did not give written instructions to your agency to report this, which is a violation of the permissible purpose section of the ***** which holds your agency liable for damages of at least $1,000 per the civil liability section for willful non-compliance. Please DELETE this item from my consumer report!DELETE THESE ITEMS AND ISSUE ME A NEW, UPDATED COPY OF MY CONSUMER REPORT!

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had 2 fraudulent charges on the credit card I have through First Credit Union on February 17, 2024. One was refunded and believed as a fraudulent charge the other was denied as a fraudulent charge and I am being held responsible to pay a charge I did not make. Because they made the decision that my charge was legit I am being told there is nothing else my Credit Union can do about it. I contacted the business who made the charge and they also stated there isnt much that can be done. I have been a member at FirstCredit Union since the 1990s when it was called First Federal Credit Union. What is the point of fraud protection if they are not going to believe you if you have fraudulent charges? Why believe one is fraud and not the other. I also attempted to contact ***** however they were not helpful either. $359.94 is not that much, they should just refund me. The merchant admitted the phone number used to purchase tickets was different than mine. I have uploaded a picture of the individuals who charged fraudulent charges on my CC that was mailed to me from First Credit Union. I do not know these people and I did not give them permission to use my CC.

  Business Response

  Date: 04/30/2024

  We reviewed documentation for this dispute and saw that **** requested additional information to be provided by a specific date to continue the investigation.  Unfortunately, we could not reopen this case with **** since information was received outside of the timeframe.  Based on your statement and additional information provided, we have decided to issue a courtesy credit of $359.94.  Would also encourage you to file a police report if you haven't already done so.  

  Customer Answer

  Date: 04/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  *** has no provisioning for the ability to change my loan payoff amount. I've been an *** customer for 24 years since 2000 and I have been able to change my loan payoff amounts many times in the past as I saw fit based on my financial needs. These are *** originated and current loans that are set up on an automatic payment, which are paid for with my direct deposit funds from my employer. However, something appears to have changed in recent years since no one has any idea how to accomplish this very practical and straightforward task. Two years ago, the *** Tempe branch manager offered that I just call him to change the amount. This was a nice gesture, but it appears that he no longer works at this location since the direct contact number he provided me is no longer in service. I've asked several *** phone employees and no one can tell me what that process is, thus I essentially have no choice but to file this complaint to force a proper response. I should also add, I just called the branch and spoke to someone who was very rude, condescending, and overtalked me the entire time. Yet another slap in the face after a 20 minute hold! That person told me to just tell them what I wanted to change and she'd email the branch. However, I was only inquiring and wasn't prepared to change all my loans right then and there, nor did I have enough confidence in her plan, or her, to be agree to it anyway. She was so rude that I had to hang up.

  Business Response

  Date: 03/01/2024

  We have reached out to our member and discussed options available to him.  We feel that our member is satisfied with the solution provided.  

• Initial Complaint

  Date:02/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  For the month of May 2023 my loan account number *********** with ********************** was marked as 30 days late. The bank processed my request on time before the last day before a late payment is submitted to the credit agencies. I have requested to have it removed due to inaccuracy. I submitted a request 3 business days ago without any correspondence. The late payment doesn't not reflect a good reputation that I have maintained with this bank prior to my loss of employment. My requested resolution to this matter is to remove that late payment from the loan and my credit history all today since the payment was made before the 30 day marker. Thank you

  Business Response

  Date: 02/09/2024

  Thank you for sharing your concerns regarding your loan payment.  Our records indicate that we have formally responded to your initial request in a timely manner.  A representative will reach out to you soon to discuss.  

  Customer Answer

  Date: 02/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Since my submission, I have spoken to the company and the matter is now resolved and executed. I appreciate the service of this company. 
  
  Regards,
  
  ****************************************
  
   
  

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  A vehicle financed under my name. I am not on the insurance policy because it is operated, insured, and registered by my step daughter. The vehicle is not operational. The Credit Union refused to refund 6 months of collateral insurance to which we provided proof of insurance. They refused to inform me of the period of time they need a proof of insurance for. They refused to stop collateral insurance charges even after de-insuring the vehicle with the State. They refused to work with the insurance provider who covered the vehicle. They only focus on knowing the whereabouts of the vehicle and putting words in my mouth that I agreed to surrender it. They are only focused on seizing the vehicle and cause me the maximum possible financial damage. They refuse to cooperate. After reaching no solutions with them, I told them to cause me as much financial and reputational damage as they wish because I am going to calculate it all and *** them for the damage in addition to the legal and lawyers fees.Because the vehicle is on a Native American Reservation, the ** is unable to repossess it without my written. Unfortunately, this written approval is going to waive my right of suing the credit union for the damage. I only owe them the loan principal and interest minus any funds they receive from the insurance company. I don't recognize any collateral insurance fees to which we can provide proof of insurance. I don't recognize any collateral insurance occurred after April 2021, when the vehicle is not operational and off the roads.The Credit Union employees attitude, attacks on the members, focus on seizing their properties and causing them the greatest possible financial damages are very suspicious. Those practices can cause hard working honest families to lose their houses or retirement savings due to the lack of collaboration. I suspect corruption and I highly encourage the BBB to look closer at those activities from a so-called "non-profit" organization.

  Business Response

  Date: 07/05/2023

  First Credit Union is in receipt of the complaint #********.  We are currently reviewing this further and will provide additional feedback by 7/14/23.  Please keep this case opened.  Thank you!

  Customer Answer

  Date: 07/16/2023

  I am very thankful for both the Better Business Bureau and First Credit Union for working on my complaint. As the *** response indicated, I waited for their response on the 14th. Unfortunately, I haven't received any response yet. Because the BBB policy require a response within 5 calendar days, I have no choice but to regretfully reject the response to keep the case open. I am still pleased that the Credit Union is considering a fair resolution for this problem and I am looking forward for response to be sent within the next week for all of the three parties to proceed with solving this problem. I really wish for this problem to be solved between the three of us, since taking legal procedures would result a financial waste to ******* residents in one way or another.

  Thank you both again again for your hard work and best regards.

  Business Response

  Date: 07/21/2023

  Reposting response provided to BBB on 7/14/23

  We have been in communication (verbally & written) with our member since the beginning of this loan in 2019.  When a vehicle is financed with us, we require appropriate insurance on the collateral for the duration of the loan.  As the lienholder, if the vehicle does not have adequate insurance coverage, collateral protection insurance is added to the loan and the member is notified.  If/when we receive documentation from our member that insurance was in place during that period, we will process a refund.   In this case a refund was credited back to our member in December 2021.  Currently, the credit union has not received documentation that insurance was in place for the vehicle in 2022 or 2023. Additionally, the credit union was informed that the vehicle is not operational.  The credit union has provided the member an option to de-insure the vehicle with the MVD.  Once we receive this completed documentation of de-insurance with MVD, we would be able to stop requiring coverage.  At this time, we have not received a status regarding this option.  We strive to educate our members on options available to them so they can make their best financial decision.  Its not our goal to repossess a vehicle but a necessary process when payments are not satisfied.  
  

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello, I have my vehicle financed through this **. Ive been receiving notices about needing to provide proof of insurance, which I have done on many occasions via email and portal upload. The ** is now adding a cost for protection as they are never able to validate my uploads and always refer me to a number that has no option to speak with a live person. I have called the ** direct and asked for someone to get in contact with me about this issue. No one has ever called me back. I am now accurring more of a balance on my loan due to the additional coverage they are charging me for and more debt on my car loan and this is creating a financial hardship for me as I have compiled and provided what is being requested. Please see attached. Looking to have all charges for $125 refunded and confirmation from a live person as to why they could not validate my insurance.

  Business Response

  Date: 04/03/2023

  As lien holder, it is important for us to ensure that our members retain proper insurance coverage through the duration of their loan.  We reached out to our member on 3/30/23 and shared with her that we need to see insurance coverage from September 2022 through March 2023 in order to process a refund for the insurance that was added.  In addition, we gave her an email so she can send this information to us directly.  We look forward to receiving this new information so we can take action on processing a refund.