Complaints

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:07/17/2025

  Type:Billing 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.

  I had an auto loan back in 2021 with Freedom first and traded that car in and financed another in 2022. A 2022 Toyota Camry. After having the vehicle for almost 2 years I started have financial struggles that were out of my control however I still was working full time so I had to voluntarily surrender the car. I did everything I could to keep it but couldn't. The car was voluntarily surrendered March of 2024. I had spoken with ***** on the phone and explained that whatever balance I owed I would pay at the beginning of the next year at tax returns and I apologized that I had to let it go. 05/28/2024 my car was sold at auction for $22298.50 leaving me a balance of $12347.65. Instead of Freedom First sending me balance information or demand of payment they sent it to *** *** which I found in in May when I tried to make a payment. *** *** is assessing the $12347.65 PLUS $4115.47 attorney fees PLUS 789.40 Interest making my new total: $17,252.52.I whole heartedly had every intention on making this right and the bank literally ******* me so now I can even pay it off because they won't settle below 14000.

  Business Response

  Date: 07/24/2025

  Upon receipt
  of Complaint ID: ********, a review of the account was performed.  Our
  records confirm that Ms. ******* chose to voluntarily surrender her vehicle in
  March 2024. The vehicle was sold at auction and a deficiency balance remained.
  Consistent with our policies, the account was referred to our third-party
  collections partner after multiple outreach efforts went unanswered. 
  While we recognize Ms. *******’s intent to resolve the balance, the final
  payoff and associated fees were disclosed per standard post-sale communication
  and collection procedures. We have made reasonable offers and remain open to
  resolving the matter in accordance with current legal proceedings.

  Customer Answer

  Date: 07/24/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Freedom First never once reached out to me after the deficiency letter to resolve the debt. And their offer was to pay no less than 14K. They wouldn’t go any lower and I also spoke with *** and ***** in collection in may of 2024 and explained I would pay the debt after taxes in 2025. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/04/2025

  Type:Billing 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.

  Freedom First continuously assesses 32.00 overdraft fees even for amounts significantly lower than 32.00. The have left me in a constant state of overdraft from which I cannot recover. I have asked to have fees returned, and was only given two or three back. Then I was told they would not reverse anymore. I hade to apply for a "flash cash" loan for 500.00 that appeared as being available after they assessed numerous fees multiple times. I am under significant negative financial pressure. The also charge fees for a life insurance policy which was offered seemingly as a requirement to apply for a signature loan. They charge for accounts now, and the notice for this was never sent out to account holders/members. The "bebefits" offered on my checking account are usueless to me and not worth the fees. I need help.

  Business Response

  Date: 06/09/2025

  Upon receipt
  of complaint ********, a review of recorded phone calls, account activity and
  notes, along with secure messages sent to the Credit Union were analyzed. 
   We understand that overdraft fees and financial pressures can be
  challenging, and we want to provide clarification and potential solutions. We
  have confirmed that Mr. ****** account is currently opted into debit card
  courtesy pay and ACH courtesy pay.  The $32 fee applied to ACH
  transactions when funds are unavailable is a standard fee, regardless of the
  transaction amount.  As a one-time courtesy, we are refunding $64 of the
  fees as a goodwill gesture.  Moving forward, we strongly encourage
  monitoring account balances to ensure funds are available before transactions
  occur.  To help avoid additional fees we recommend the following options:Opting
  out of debit card courtesy pay—This can be done by contacting the Credit
  Union. If opted out, debit card transactions will be declined when funds
  are unavailable, avoiding associated fees.Managing
  ACH transactions carefully ensuring sufficient funds are available for
  electronic ACH transactions.  If you choose to opt out of ACH
  courtesy pay, transactions with insufficient funds will be returned rather
  than paid, though a standard $32 NSF fee would still apply.Utilizing
  our free financial counseling services, which can assist in budgeting
  strategies to prevent overdrafts and manage expenses effectively.Regarding
  life insurance, please note that it is an optional service available for
  signature loans and is not a requirement for loan approval. If you would like
  to cancel this policy, you may do so at any time by contacting the Credit
  Union.As for
  account fees, the Credit Union sent notifications to impacted members in April
  2024. These communications outlined the changes to checking accounts, including
  the new account name, the required average daily balance to avoid the $7
  monthly fee, and alternative checking account options. If you would like to
  explore other checking account options that may better fit your needs, we would
  be happy to discuss them with you.We
  appreciate your membership and value the opportunity to assist you. Please
  contact us if you would like additional guidance or to take action on any of
  the recommendations provided.  

  Customer Answer

  Date: 06/09/2025

  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:06/02/2025

  Type:Customer Service 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.

  The bank blocked wire transactions of (31,000usd) that caused hardships in my investments to the cost of 500$ deposit on a vehicle, as well as refused to close my checking account 6-2-2025

  Business Response

  Date: 06/09/2025

  Upon receipt
  of Complaint ID #********, we reviewed our records regarding Mr. ********** request to close his checking account.  In February 2025, he requested to
  close his entire membership which includes both savings and checking, we
  responded that we were unable to proceed at that time due to an outstanding
  loan which is currently still active.  On June 2,
  he requested a stop payment on his account. We informed him that a blanket stop
  payment could not be placed and that specific transactions would need to be
  identified. Since no transactions were provided, no stop payment was processed.
  We also offered to close his checking account at that time and requested
  confirmation, but we did not receive a response.Following
  this recent complaint, we have now closed his checking account as of June 5.
  The membership savings account will be closed once the outstanding loan balance
  is paid in full. 

  Customer Answer

  Date: 06/09/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  as stated in the picture by freedom first credit union operation specialist, ***** Freedom first credit union did willfully and knowledgeably inhibit my ability to wire transfer funds unless I closed my account which resulted in a loss of down payment of $500
  
  Regards,

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  The company stole $20 from my account when their system crashed upon applying for a signature loan freedom first employees were extremely rude disrespectful unhelpful and failed to refund the $20 taken from their faulty system

  Business Response

  Date: 03/27/2025

  Upon
  receipt of complaint ID #********, we conducted a thorough review of our system
  logs regarding Mr. ********** loan application process. This review confirmed
  that no errors occurred.As
  outlined in the terms disclosed during the application, a $20 application fee
  is assessed regardless of the outcome of the loan approval. The $20 withdrawal
  from Mr. ********** account was for this application fee.

  Customer Answer

  Date: 03/31/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  No they took two back to back and then said it’s  my fault their app crashed-then furthermore denied me to wire or transfer $31,000 to buy a car until I paid off the loan and close my account that they made me pay $20 for twice here is proof that also tried to make me close my account to get access to my 31,000 in 

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  On 11/11/24 2 transactions were made on my credit card. I received a txt from freedom first credit union. I texted back that I did not make these transactions. I immediately called stated I did not make these transactions. I was informed 5 more transactions were made. I asked that my card be cancelled and stop the transactions. I was told we have to let the transactions post then I could file a fraud claim.
  I filed a fraud claim it was denied.
  There were 7 transactions. All at ******. I did not make these purchases. The purchases were made in *** *** OH.
  11/11/24 ****** ********** **. 97.10
  11/11/24 ****** ** ******* ** ****6
  11/11/24 ****** ***** **. 96.61
  11/11/24 ****** ****** **. 97.30
  11/11/24 ****** ********* ** 96.57
  11/11/24 ****** ********** **. 96.07
  11/11/24 ****** ************ **. 98.27
  
  I had my card in my posession.
  
  Police report number is ********* I did not make these transactions I live in **  Freedom first can provide the statement if needed or I will be glad to fax it.

  Business Response

  Date: 01/24/2025

  Upon receipt of complaint ID # ********, a review of
  this matter was conducted.  According to our records, Mr. ****** had
  multiple discussions with our card processor in November, December, and
  January.  When Mr. ****** reported the unauthorized charges on November 11th,
  his card was blocked to prevent further issues.  While the claim was being
  researched, he was given provisional credit in the amount of $678.48 which
  included the following transaction amounts of $97.30, $97.10, $96.61, $96.57,
  $96.56, $98.27, and $96.07.   These transactions were listed on his
  credit card statement as Adjustment-Purchases with a posting date of 12/3.Mr. ****** stated that he had been misled into
  providing his card information after sending shoes to his grandson and
  receiving a text about updating the zip code for a cost.  Unfortunately,
  this situation was identified as a scam.  It was explained to him that
  since he provided his card information that led to the fraudulent charges, his
  claim was being denied, and the seven charges to ****** were reapplied to his
  card. These transactions were listed on his credit card statement with a posting
  date of 12/18.We regret any inconvenience this may have caused and
  understand how frustrating fraudulent activities can be.

  Customer Answer

  Date: 01/24/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ***** ******
  
  Freedom first credit union can not say for certain that me giving my number to the post office is the reason for the fraudulent charges on my card. They are speculating. The fraudulent charges could be because of a number of different possibilities. I would like the proof that the ‘post office ‘ is responsible for the charges. Or proof of the person or organization who is responsible for the fraudulent charges. 

• Initial Complaint

  Date:01/16/2025

  Type:Billing 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.

  In approximately 2003, my husband and I opened a FREE checking account (which we never used) in order to become a member to get a car loan through FFCU, which we paid every month on time until it was paid off from another account. As a military family, we moved frequently--and when the loan was paid off (approximately 2006), we must have forgotten to change the address with FFCU--and have moved many times since. In January 2025, we received a credit alert that our credit score had dropped 120 points because of a severely delinquent account. Apparently, in late 2024, FFCU CHANGED the FREE accounts to fee-based accounts and sent letters by mail to customers. Not receiving that letter, we did not know there was a fee--or, again, that the account was even open. FFCU did not turn this over to collections, they went directly to the credit reporting agencies. As soon as we received this information, we paid the $12.28 fee + late fee and closed the account, but the hit is still on our credit. We have NEVER had a derogatory item on our credit. The fact that FFCU changed a dormant (20+ years) account to a fee-based account and made no effort to collect (beyond mailing...no phone calls were made, and our phone numbers are the same) is unethical at best. We have been told that in February 2025 it will be reported paid to the credit agencies--but the hit is still on our account. I am requesting that the item be removed from our credit report. Customer service was not helpful in resolving this manner.

  Business Response

  Date: 01/24/2025

  Upon receipt of
  complaint ID # ********, a review of this matter was conducted.  Our
  records confirm that Mrs. ********** in addition to her paid off loan, also had
  a checking account and another deposit account with a balance.  The Credit
  Union sent information out to impacted members in April which contained details
  of the new checking account name, the average daily balance required to avoid
  the $7 monthly fee, and other checking account options offered by the Credit
  Union, however, our records indicate that the mailing address and e-mail
  addresses for both the primary and joint owner of the account were
  outdated.  The checking account was charged off on December 30th after 60 days of being negative.  Shortly thereafter Mrs. ********** paid
  the negative balance in full.  Our records also show
  that Mrs. ********** spoke with our Collections Manager regarding this
  charge-off.  She confirmed that she had not kept the contact information
  on her account updated.  The Collections Manager explained that when the
  account is paid in full, it will continue to report as a charge off since Fair
  Credit Regulations do not permit the Credit Union to remove information from a
  consumer credit report when it is not an error.  However, it will be
  notated that it has been paid in full on her February credit report.  Ms.
  ********** asked how she could resolve the situation.  The Collections
  Manager offered to have any creditors reach out to her directly and she would
  confirm this was paid off. The Collections Manager also provided her with an
  e-mail showing the payment receipt, stating it was for the charged off checking
  balance, and that it will be updated as paid in full for her to provide to any
  future creditor should they have questions. We regret any negative
  feelings or confusion this may have caused for Mrs. Easterling.

  Business Response

  Date: 02/04/2025

  Mrs. **********Someone from the Credit Union will follow up with you soon regarding your complaint.  Thank you,

  Customer Answer

  Date: 02/05/2025

  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:10/24/2024

  Type:Billing 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.

  The credit union changed my checking account after 25 years, without confirmation from me, to an account with monthly $7 fees, then threatened to report me to collections if I didn’t pay off the negative balance. They said they sent out hard copies of the notice of change to add fees, but I never received it. I never approved my account to change, and I never authorized the fees to start on my account. Sending hard copies via US mail, and claiming that no response authorizes approval is unethical and a terrible business practice I would have never expected from a credit union that used to have a good reputation over the last 25 years, until now.
  They said the fees won’t stop until I close the account, and the account can’t be closed until the balance is paid off. They gave me a phone number to call and pay off the balance and close the account, however after more than 30minutes on hold, no one answered that phone number. This used to be a good credit union until these unethical business practices began. The new direction of the credit union clearly shows a lack of value for their members in good standing of 25 years straight. Refund the fees I didn’t consent to, issue an apology, and discontunue all future unethical and terrible business decisions such as changing members accounts just to add extra fees.

  Business Response

  Date: 10/24/2024

  Upon receipt of
  complaint ID # ********, a review of this matter was conducted.  Our
  records confirm that a $7.00 minimum average daily balance fee was assessed to
  Mr. ******** checking account in August and September.  Per regulatory
  requirements, the Credit Union mailed a letter to Mr. ******** address on file
   on April 1st to notify him of the account changes taking place
  effective May 1, 2024.  This letter which was not returned to the Credit
  Union as undeliverable, contained details of the new checking account name, the
  average daily balance required to avoid the $7 monthly fee, other checking
  account options offered by the Credit Union, and the benefits that come with
  the account.  Per Mr. ******** request in this complaint, we have
  closed his checking account.  We regret any negative feelings or confusion
  this may have caused for Mr. ******. 

  Customer Answer

  Date: 10/26/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Please ask the credit union to remove my personal information/ Name from the text of their reply. 
  Regards,
  
  *** *

• Initial Complaint

  Date:10/09/2024

  Type:Billing 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.

  In response to clarifying the complaint to the BBB, this is a legitimate complaint filed by myself, ****** *****. Freedom First Credit Union reported I had a late payment on 9/7/2024.I never signed a contract with them and I was never informed of the $21 collections amount. The first time I was informed of it was on 9/5/2024 and I paid the $21 amount to freedom first credit union. The proof is on the photo provided above. After paying they reported it on my credit. I informed them I was moving out of the state in January of 2024 in person at the bank. A draft occurred of $21 and I was never informed because my account was closed down and deleted. Freedom First never informed me until 9/5/2024 that I had a $21 charge on my account. It has been paid off and taken care of. The reason this is causing me issues is due to I am currently in the process of buying a home and closing in one week. If this does not get removed within the next few days from my credit, I loose the house over $21 dollars.  The collection dropped my score 33 points and I need this removed as soon as possible please. I have nowhere to live with my 2 kids if this house does not close. The only thing holding me back is this $21 collection that I have paid. Please removed this from my credit report so I can close on my house and have a place to live. Thank you.

  Customer Answer

  Date: 09/10/2024

  Attached is the payoff receipt from Freedom First. Please remove the late collections payment from my credit report. Thank you

  Customer Answer

  Date: 10/09/2024

  I am not liable with this debt with FREEDOM FIRST FEDERAL CREDIT UNION. I do not have a contract with FREEDOM FIRST FEDERAL CREDIT UNION. They did not provide me with the original contract as I requested. $21 Dollars was already paid to FREEDOM FIRST FEDERAL CREDIT UNION.
  
  I am closing on a house in two weeks and this $21 will literally prevent me from closing on my house. I have a family and we will have nowhere else to live if this is not removed within the next 24 hours. Freedom First Credit Union never sent me a formal bill for the $21, and I closed my bank accounts out with them 9 months ago when I moved out of the state.
  
  I was called several days ago by the company and that was the first I've ever heard from them. I paid the $21 and they advised it would not be going my my credit report since I paid the amount of $21.
  
  I will upload the proof of payment below. The payment was on 9/5/2024 to Freedom First Credit Union.

  Business Response

  Date: 10/17/2024

  Upon receipt of complaint ID # ********, a review of this
  matter was conducted.  Our records show that Mr. ***** opened a checking
  account with Freedom First on 1/13/2022.  Recent activity on the account
  is detailed below:1/30/24 – Mr. ***** updated the address on his account7/2/24   – A transaction of $338.94 attempted
  to clear his account but funds were not available resulting in a negative
  balance of -21.757/13/24 – The Credit Union mailed Mr. ***** a letter
  indicating the account had been negative for 10 days8/2/24 –   The Credit Union mailed Mr. ***** a
  letter indicating the account had been negative for 30 days8/17/24 – The Credit Union mailed Mr. ***** a letter
  indicating the account had been negative for 45 days and may be charged off if
  not paid within 15 days and reported to the credit reporting agencies.  8/22/24 – The Credit Union attempted to call Mr. *****
  using the number on file and left a voice mail message.8/29/24 –  The Credit Union attempted to call Mr.
  ***** a second time and left a voice mail message.8/31/24 –  After 60 days with a negative balance,
  the Credit Union charged off the negative balance of $21.759/3/24 –    Mr. ***** called the Credit
  Union and paid the negative balance in full. Fair Credit Regulations do not permit the Credit Union to
  remove a charge off when it is not an error.  As a result, we are
  reporting this on Mr. *****’s credit report accurately as “account was paid in
  full – was a charge off”.We regret any negative feelings or confusion this may
  have caused for Mr. ***** 

• Initial Complaint

  Date:10/08/2024

  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.

  I have spent months talking to the Collection Specialist ******* at Freedom First Credit who has time after time on recorded audio phone calls denied that my collection dispute letter was received by the financial institution. I learned today by the collection manager ******* ***** that the letter was indeed received by the company but, denied and that is her reasoning for never responding to the collection dispute letter and not noting my efforts to resolve the debt on my account. I have proof via email of her saying this. This action is fraud through falsifying about received information and neglect on behalf of Freedom First Credit that has led me to acquire more debt and them to freeze two accounts I have with the company. I am asking in order for this to be resolved that all debts from Freedom First Credit Union be removed from my banking accounts and all credit reporting bureaus such as ********* ******* *** ***********

  Business Response

  Date: 10/17/2024

  Upon
  receipt of complaint ID # ********, a thorough review of this matter was
  conducted including e-mails, phone calls and account records.  Our records
  confirm that Ms. ****** has several accounts with Freedom First.Fair
  Credit Regulations do not permit the Credit Union to remove information from a
  consumer credit report when it is not an error.  Upon review, we are
  accurately reporting account information on Ms. ******** credit report.We
  encourage Ms.****** to contact the Collections Manager who can be reached at
  ************ to discuss her accounts and how they are being reported to the
  credit bureau. 

  Customer Answer

  Date: 10/17/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  False statements of documents received regarding resolving debt were not accurately processed and report to credit on behalf of Freedom First. In attempt to resolve debt collection specialists ******* continued to falsely tell customer no document was received when in fact it was which ******* confirmed. Why was customer given false information from collections specialist. Freedom First is very untrustworthy. When customer is in the process to resolve debt this information must be reported to credit bureaus. Please explain why customer was given false information without proper guidance to resolve debt.
  
  ********* ******

  Business Response

  Date: 11/06/2024

  Our original response stands.  We are accurately reporting and a direct number to the collections manager was provided for her to contact us with concerns.

  Customer Answer

  Date: 11/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was asked to send in addition information that was already confirmed to be received by *******. Information will be sent by mail. Thanks
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:10/02/2024

  Type:Billing 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.

  Freedom first credit union has decided to start charging monthly fees without proper notice. They converted my account to an account that requires 2500 monthly minimum after nearly 10 years of being a customer. They did not send out proper information regarding this change and charged for 5 months before I noticed. They should have given options for customers who wished to not continue banking with FFCU and close their accounts. I should be refunded these fees and allowed to close my account.

  Business Response

  Date: 10/02/2024

  Upon receipt of
  complaint ID # ********, a review of this matter was conducted.  Ms.
  ******** checking account was assessed a $7.00 minimum average daily balance
  fee since it did not meet the average daily balance requirement in May, June,
  July, August and September.  Per regulatory requirements, the Credit Union
  mailed a letter to Ms. ******** address on file  on April 1st to
  notify her of the account changes taking place effective May 1, 2024. 
  This letter which was not returned to the Credit Union as undeliverable,
  contained details of the new checking account name, the average daily balance
  required to avoid the $7 monthly fee, other checking account options offered by
  the Credit Union, and the benefits that come with the account such as
  savings through special offers from local businesses, cell phone protection,
  roadside assistance, fuel savings, and much more.  We regret any negative
  feelings or confusion this may have caused for Ms. ******.