ComplaintsforCommunity First Credit Union

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a fraud alert from my credit union on Wednesday November 8, 2023 @ 10:45 am regarding a fraud alert charged to my account. I immediately contacted the credit union to see what was going on. The fraud was not one charge but two charges from the same service provider Door dash. Which I have never used and records from my bank account show this and when it was used I was not in ************* Fl. but I was at a work event in LADY lake, FL. I asked the representative that if the bank caught that it was fraud why allow it to go through. I advised per my last view of my account I had $54.67 in the account remaining. He advised me that since they where pending charges of $84.56, and $41.03 I would have to wait to see if and when they clear to file a fraud dispute. At this time my account was in the negative $84.56. I kept monitoring the account assuming it would just deny them as they already knew it was fraud per the text message received to my phone. The bank was closed once they posted on Friday November 10, 2023 and Saturday November 11, 2023 due to the Veterans day Holiday. Which meant I had to wait until Monday November 13, 2023 to contact them again regarding the issue. By this time my account incurred a bank charge of $34.00 for over draft fee and now a grand total of negative $104.92. I contacted them and had to create a fraud dispute and the representative advised me that it could take 7-10 business days for my account to be reimbursed. I advised her that this is unacceptable as my check from work will post by Thursday November 16,2023 and they bank will take the $104.92 for the over drafted account. I advised of my frustrations and that this is unfair the representative was basically like oh well. I have bills and should not have to wait as this money was removed from my account due to fraud and not my fault. She also advised of 90 days of review. THIS IS OUTRAGEOUS!!! The credit union does not value there members at all.

  Business response

  11/21/2023

  
  November 20, 2023
  
  ******* J *****
  **** ***** *****
  ************* ** **********
  
  
  Re: BBB Complaint ID ********
  
  
  Dear ******* J *****:
  
  I am in receipt of your BBB complaint that was submitted on November 13, 2023, concerning fraud charges involving your debit card and to Doordash of $84.56 & $54.67 You confirmed the charges as fraudulent When the charges posted you were charged an overdraft fee for $34.00. 
  
  And your account was credited on November 14, 2023, for both fraudulent charges and the overdraft fee has been refunded. 
  
  Should you have any questions or concerns, please contact me at ************ or ************.
  
  
  Sincerely,
  ******* ********
  Director of Fraud Prevention,
  Community First Credit Union
  
  c:         Better Business Bureau 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted community first after seeing some unauthorized charges on my account. They advised me to get a police report. I proceeded to get a police report and was advised then at the police department to get a full print out of the unauthorized charges. I then proceeded to do that. I noticed even more unauthorized charges and when finally was able to go thru the process of reporting again with community first They then told me it was to late to do so. This is completely unethical and unorganized. I'm completely fed up and want to know how after following the steps they advised me to take now it's to late to process. This is outrageous!!!!

  Business response

  11/03/2023

   

  November 3, 2023

  ******** ******** ***
  **** ****** **** *** **
  ************, ** **********
  
  
  Re: BBB Complaint ID ********
  
  
  Dear ******** ******** ***:
  
  I am in receipt of your BBB complaint that was submitted on October 26, 2023.  Concerning the resolution of your dispute for several charges on your debit card. The explanation provided for your dispute was that you travel, and the card was left in your room at your house and that your roommate obtained your card and use it without your permission. Based on the information that you provided the claim was denied and no error found. 
  
  
  Our records show that on the dates you disputed the charges, several additional purchases were made that were not included in your list of disputed transactions. There were several point-of-sale transactions that show the card was in your possession on the same day the disputed transactions took place showing that the card was in your possession on those dates.
  
  Additionally, there have been several attempts by a female to access information on your account by giving your account number. We are not able to share information on your dispute with someone not on your account.
  
  We reviewed the call logs with our process for the dispute and they didn’t share that you need to get a police report to pursue the claim. Based on the information that you shared that your roommates had access to your account, it was suggested that you could get a police report to pursue the card being used by your roommates. It was shared with you that your claim was being denied because of the access that you gave to your roommates to your card.
  
  
  Should you have any questions or concerns, please contact me at ************ or ************.
  
  Sincerely,
  ******* ********
  Director of Fraud Prevention,
  Community First Credit Union

  
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  LOAN NO: ********** I have spent endless hours with member services, my homeowner’s insurance agent, and the website **********************. Additionally, I authorized a withdrawal from my checking account of nearly $4,000 based upon verbal guarantees provided by member services in an attempt to rectify this, and it still remains unresolved. Here’s a timeline of events. On 1/6/2023 My homeowner’s insurance submitted an invoice for renewal in the amount of $3849. 1/26/2023 Community First issued a payment in the amount of $1,370. 2/7/2023 I received a cancellation notice from my insurance company citing the partial payment. I called member services who advised they paid what they were told to pay, they cannot provide any documents as to what told them to pay $1370, and to submit any documents to **********************. I secured the insurance invoice, declarations page, and proof of partial payment submitted as directed. Without explanation a payment in the amount of $1180 is issued to my homeowners. As this was insufficient my policy cancelled and it was reimbursed to me. I contacted my agent and ask if I can replace or supplement the payment but was told only the mortgage company can replace the payment. 3/16/2023 I contacted member services again. I spent well over an hour on the phone. They could not explain why these amounts were issued. I asked for a supervisor and was refused. I was told that if I authorized the transfer of $3849 from my own account to the escrow account, they would overnight a check to my homeowners insurance. I followed up with my agent and confirmed no other payments have been received. 3/28/2023 I submitted the invoice showing a balance due of $2,479 to ********************** but this did not generate any additional payment without explanation. My agent resubmitted documents to their website, without response and now my policy is pending cancellation again. I sent this by email to community first without response.

  Business response

  05/03/2023

  Attached is the response to *** ******** complaint.  Community First will be in communication to discuss.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a victim of identity theft. I recently learned that my personal information was used to open an account at your company. I did not open or authorize this account, and I therefore request that it be closed immediately. I also request that COMMUNITY FIRST CREDIT UNION absolve me of all charges on the account, and that you take all appropriate steps to remove information about this account from my credit files.

  Business response

  02/28/2023

  Attached please find our response to *** ******* ******** complaint.  Thank you.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 27,2023 I contacted Community First Credit Union in attempt to request SCRA benefits on a credit card that I had as a younger enlisted soldier. Community First was my first bank account at 18 years old. Upon attempting to request the information to request SCRA benefits I spoke with ****** in Escalations. ****** proceeded to tell me that I did not qualify for SCRA benefits on a closed account which is absolutely inaccurate. SCRA benefits are RETROACTIVE and any interest paid over 6% is to be forgiven. ****** proceeded to argue with me and was extremely rude. In addition, he stated that he is an expert on SCRA laws. If that's the case, he should know it's retroactive. No where in the law does it state that the account has to be opened. I have also had my request honored by multiple financial institutions with no issue. I understand that I am dealing with a smaller credit union however this is no way waives your obligation to abide by SCRA laws. I am also requesting extending benefits through the State of Ohio. I will be filing a complaint with the DOJ, CFPB, military legal office and my local government agencies. Your company has opened itself to many violations and fines as well as bad publicity once this gets out. Legally, requests have to be submitted within 180 days of the end of my active duty, I am still serving so I am well within my rights. 7.1. Interest Rate Cap To help ease financial burdens created by active military service, Section 527 of the SCRA provides servicemembers with a 6% interest cap on all debts incurred prior to active duty, including federally insured guaranteed student loans.164 Note that Ohio extends the 6% interest cap on all debts, not just those incurred prior to active duty. Ohio Law Note. The Ohio Rev. Code states, “no creditor in connection with an obligation entered into on or after the effective date of this section shall charge or collect from a person, or spouse of a person, who is deployed on active duty interest or finance charges exceeding six per cent per annum during the period that the person is on active duty.” Ohio Rev. Code Ann. § 1343.031 (West 2004). The Ohio Law does not provide a 6% interest rate cap on closely held business Any interest incurred during active military service in excess of the SCRA’s mandated 6% cap shall be forgiven, and the servicemember does not owe any deficiency resulting from the interest reduction. Nor should a creditor issue an IRS Form 1099 reflecting “income” to the servicemember from the forgiveness of interest or cancellation of the debt.

  Business response

  02/08/2023

  Response to member complaint provided and spoke to member for further clarification.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I RECENTLY PURCHASED A LARGE PRINTING MACHINE FROM A COMPANY AND I HAD TO USE MULTPLE CARD TRANSACTIONS BECAUSE I WAS PAYING THE MACHINE OFF IT WAS SUPPOSE TO SHIP TO ME ON AUGUST 15TH BUT THE MERCHANT NEVER SHIPPED IT. I THEN CALLED IN TO DISPUTE THESE TRANSACTIONS ON AUGUST BECAUSE I NEVER RECIEVED THAT MERCHANDISE THIS BANK COMMUNITY FIRST NEVER GAVE ME NO TEMPORARY CREDIT OR ANYTHING AND AS OF NOW OVER 30 DAYS I STILL HAVENT HEARD ANYTHING BUT THEY ARE WAITING ON CARDHOLDER SERVICES TO TELL THEM IF THEY CAN GIVE ME A PROVISIONARY CREDIT ON MY ACCOUNT MND YOU ITS OVER 40K OF CHARGES AND MY OTHER BANKS GAVE ME A PROVISONARY CREDIT AND AS OF TODAY HAS CLOSED THE DISPUTES IN MY FAVOR AND MY FUNDS ARE BACK PERMANENTLY. COMMUNITY FIRST LIES AND SAYS WE GONNA HAVE SOMEONE CALL ME IN 48 TO 72 HOURS ABOUT THIS MATTER AND I NEVER GET A CALL. TODAY WAS THE LAST STRAW I CALLED IN AND SPOKE WITH SOMEONE IN THE CALL CENTER NAME ANDREW AT 11:41AM TODAY HE THEN TOLD ME THAT THEY WAS STILL IN THE 10 BUSINESS DAY WINDOW OF GETTING ME A TEMPORARY CREDIT BECAUSE HE SEE THE DISPUTE WAS DONE ON SEPT 1ST AND I TOLD HIM HE NEEDED TO LOOK FURTHER INTO THIS BECAUSE ITS BEEN 30 DAYS I DID THESE DIPSUTES ON AUGUST 15TH AND ASKED CAN I SPEAK WITH HIS SUPERVISOR WHICH HER NAME IS ****** HE TOLD ME THAT SHE WAS ON ANOTHER LINE AND HE CAN SEND ME TO HER VOICEMAIL THIS IS UNACCEPTABLE I HAVE TRANSACTION OVER 40K THAT I USED TRUSTING THIS BANK TO PROTECT MY MONEY IF SOMETHING LIKE THIS HAPPEN AND THEY ARE NOW TELLING ME THAT THEY HAVE NOTHING TO DO WITH MY MONEY BEING BACK IN MY ACCOUNT THAT I HAVE TO WAIT ON CARDHOLDER SERVICES TO TELL THEM IF THEY CAN ISSUE A TEMPORARY CREDIT AND THEY HAVENT SENT OVER THE DISPUTES TO THE MERCHANT OR ANYTHING. I WOULD LIKE MY FUNDS RETURNED TO MY ACCOUNT AND CANCEL ALL MY ACCOUNT WITH THIS BANK THIS IS VERY UNPROFESSIONAL TO EVEN HAVE TO DEAL WITH SOMETHING LIKE THIS AND I NEVER EVER HAD TO DEAL WITH NOTHING LIKE THIS WITH A BANK.

  Business response

  09/23/2022

  Please see our response attached. Thank you!

  Business response

  09/28/2022

  Attached is the attached response. Thank you!

• Initial Complaint

  08/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been managing a credit card dispute pertaining to my Community First Credit Card since January 2022. Eight months to settle a credit card dispute alone should raise concerns. The dispute pertains to transactions involving YELP corporation, a company known for creating misleading internet landing pages to dupe unsuspecting small businesses. Please see the Better Business Bureau page regarding YELP. Yelp BBB Complaints There is a special alert regarding this business and 2063 complaints. It appears YELP has created the perfect business model that allows them to trump up charges based upon their faulty search algorithms. In their response to my credit card dispute dated July 06, 2022, they state “a cost-per-click basis, a "click" is each instance in which Yelp, at its sole discretion.” That is the foundation of my dispute. At their “sole discretion” they can state a company that receives 2 search requests per week received 100 requests per day and charge accordingly. Definitely a billing dispute issue, not a quality of service issue. See attached documents. I would like the bogus charges of $402.76 and $403.97 refunded back into my account once and for all. 1. After I filed the initial credit card dispute in January 2022 with PSCU, I received no email or correspondence in writing. 2. I called in February 2022 to check on status. . 3. I called in March 2022 to check on status. . 4. I called in April 2022 to check on status. They verified they had the dispute. And because it was a long time since I sent the dispute, all charges were reversed. (including charges not listed in the above reference, another inconsistency) received no email or written correspondence. 5. 5. On July 06, 2022 received an email that vendor was disputing the credit card dispute. (Seven months from original complaint.) They basically stated they do not provide refunds, period. Charge reversal process for the vendor took only six days. And there is more...

  Business response

  09/16/2022

  Attached is the letter that was sent to *** ******. Thank you!

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Community First Bank reporting (2) seperate accounts 15 US.C 1681 Section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions. 15 U.S.C 1692 E (8): Updating without showing dispute: Failure to communicate that a disputed debt is disputed. 15 U.S.C 1692 C: Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with collection of any debt. 15 U.S.C 1692 B: Acquisition of location information. 15 U.S.C 1681 B: Permissible Purpose of consumer reports: I must give written consent or permission as it relates to me. 15 U.S.C 1692 E: False and Misleading Representation: A debt collector must not falsely represent the character, amount or legal status of any debt. Reporting Open 15 U.S.C 1692 E (10) Deceptive means to collect a debt or attempt to collect any debt. 15 U.S.C 1681 C (A)(5): Information excluded from consumer reports: any adverse other item of information. 15 U.S.C 1692 G: Verification of Debts: A debt collector fails to validate the debt but continues to go after a consumer.

  Business response

  06/06/2022

  Response to the member complaint is attached along with documents referencing the response.

   

  Thank you,

  **** *****

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in to community first credit union in may of 2021 and ask to speak to a Representative concerning a home loan. the agent” took my name asked me about credit and debt .so I provided that information. so a day” passed so I called them back to inquire the agent said I didn’t quality due I had a late payment in2015 we ere I 2021 that was over 6 year’s and the Utilization of my credit. which I had one credit card balance it was paid in full keep in mind. At that time I had almost30k in the bank all three credit score s were over700”s I made75k for the year my debt was 26k the same information that was provide to community first got approved by two different lender for 300k Then the credit card I had with them they sent out a letter telling me they could not issue me a another one when I pay off the card 3 years before and never use it again I would never ever do business with this company and going to file a formal complaint for redlining.

  Business response

  03/29/2022

  Good Morning:

   

  We have reviewed the information provided. We do not have an account with the name ******* ******* or with the address provided of **** ********* *** ****. In the complaint, it was stated that the credit union name was Community First Credit Union. We are not affiliated with that credit union. Our branch locations for First Community Credit Union are only in Missouri & Illinois. Community First Credit Union has locations in the Jacksonville, Florida area. We are not positive but we believe that this may be for that Credit Union in Jacksonville.

   

  Please let us know if any further assistance is needed.

   

  Thank you-

  Compliance Department

  Business response

  04/01/2022

  Ms. ******* *******
  **** ********* *** ****
  Jacksonville, FL  32205
  
  Response to complaint received 3-30-2022
  
  Dear *** *******,
  

  Community First CU is in receipt of your complaint received March 30, 2022. Your concerns were reviewed regarding the home loan request and credit card.  Community First CU appreciates your membership.

  Your comments were reviewed, and further research was completed regarding the home loan application.  Community First CU received your request for the First Time Buyer loan in May 2021.  This product is a ‘no down payment’ option.  When you applied for the loan, the request was for a pre-approval and there was not a specific address identified for the property being purchased.  Within the review for the request, the request for the pre-approval was denied based on application information provided along with a delinquent payment on the credit bureau within the last 24 months of application.  There was consideration taken based on the assets and income quoted, but there was not a history of a housing/rent payment which is considered when reviewing the First Time Buyer program.  Additionally, the subject of ‘redlining’ was not a factor.  When the application was taken, as stated previously, there was not an address identified for the pre-approval and was not considered in the loan decision.
  

  In your complaint you also identified the credit card you had with Community First CU.  The credit card was reviewed for renewal in October 2021 based on the activity and the status of the card, it was not renewed due to inactivity.  Community First CU sent the correspondence on October 31, 2021, advising of the nonrenewal of the credit card.  At the time of nonrenewal, the credit card did not have a balance.
  

  Again, thank you for your membership with Community First CU *** *******. 
  
  Respectfully,
  
  
  
  **** * *****
  Vice President of Consumer Lending

• Initial Complaint

  01/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In 2021, CFCU charged my account for multiple overdraft fees for the same transaction when there was clearly sufficient funds to cover the transfer I had requested to my other bank. I was told they would not reverse the fees and they could not do anything more.

  Business response

  01/06/2022

  Credit Union Response to member has been mailed out and uploaded on January 6, 2022. Thank you,

  Customer response

  01/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ****** ****

   

*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. ↩