America First Credit Union
Reviews and Complaints

Due to covid-19, insurance company offices were closed. Getting insurance on the trailer we were financing through america first took longer than expected. They charged us over $225 to cover the period of time during which we were trying to get coverage. I was told by 2 reps that this would be waved. The insurance department said the loan department could wave the fee due to covid-19. Hortencia in the loan department said we would be credit the money as indicated by what she saw on the computer. I was then told that the reps made an error and they would not wave the fee. This is horrible customer service. Had I known that an epidemic would hit I would not have purchased a trailer. I explained I have been out of work since march 14 and my husband is a school teacher. The hold message states to ask about how they are helping customers during covid-19. They are not doing anything to help and causing more stress. I am disgusted carina kinser, jeremy in the employee development department and hortencia in the loans department (who gave false info along with the women in the insurance department) and america first offer no customer service or accountability to what associates states at all! Do not use america first.

Adding to this review:
I was contacted by lisette thurgood, complaint management, america first credit union. I requested from her any documentation to support being charged $225 for insurance on my rv during the period of time when I was trying to get insurance. It took longer given covid-19 and offices closed or people working from home. I have not heard back from her in 2 weeks. She is a manager in your complaint department. I followed up with her a week ago and again today but I last heard from her as follows: lisette thurgood to: christine frydenborg, ph. D. Wed, may 27 at 1:28 pm hello christine, I apologize for missing your call earlier. Per my voicemail, please let me know if you would like to talk over the phone, or if you would prefer to have this information emailed to you. Thank you! Sincerely, lisette I emailed her on may 27, may 28th and today, june 3. Next step is to contact my attorney. I have not been provided any documentation to justify the $225 nor has it been removed from my account. Should I need to contact my attorney there will be much more involved than just the $225.

America First Credit Union is the worst credit union in the United States and avoid this place like a plague they're just out there to get your money and don't care about you and your family do not join this place. Their customer service people telling you lies just to get you off the phone they only tell you what you want to hear and not what you should be hearing! This Credit union became just like any other big banks and institutions they don't care about the little people anymore they climbed up the ladder and a small people know longer matter to them .

I have been with them for 15 years and now I am leaving them. It was great the first 12 years excellent service no fee's just the best. I had some medical issues and they were good through that, because of health issues job loss and low income, I got behind on a auto lone 45 days, they took not only every thing out of my savings but also my 17year old Utah National Guards account as well, his savings checking. I called them to make sure I would have enough money to life off of and they pulled another payment, I am disabled and have five kids to take care of now I am only 15 days behind because they took the payment out of my account and my son who is now 18 account, I paid over $800.00 in just over draft fees last year. Stay away from them they are a bank not a credit union anymore.

I have banked with America First for ten years, I had a charge come out of my account that I wasn't aware of. I paid it as soon as I was aware of the charge, unfortunately they didn't warn me, they didn't send me a letter but one thing they did was alert my credit before I was even made aware of the charge. What kind of bank, does that? What kind of place that wants to keep customers does that. I am amazed, and when I called them to see if there was anything I could do, I was mocked. I guess that's what happens when they make call centers for the bank, instead of having that personal touch. I will tell you, I am done with a company that treats me so badly, a business that obviously doesn't care of me, or my business. I am beyond furious with this company.

I have never missed a payment. I have never stuck AFCU with any debt, or tried to get out of owing them money. I carry 115K in debt with them. However, they choose to treat us like bottom dwellers. You go in and sit with one of their loan officers, and they look at you like your the ### of the earth because you actually have debts that your paying on! I think they actually think the money they loan is their own money. I'm pretty sure most of the customer service reps think AFCU has earned all the money that they lend, that it actually belongs to them, and that it doesn't come from the feds.
Bottom line: If you deal with these guys, you will be treated like a financial idiot. They will make you feel like this, and do it with a smile on their face. The branch on 3500 s. 5000 w. is perfect at this. What a bunch of white trash

have NEVER been as mistreated by a company as I have been by America First. I currently own a 2007 BMW and my loan is through America First Credit Union. I lost my job October 2008 at a big corporation due to the Real Estate recession. I was making 15k monthly and I had never been late on my account until then.
I own 3 houses and every single one of the banks have been kind and courteous towards me and have treated me with respect. I have made payment arrangements with them. When I call America First to MAKE A PAYMENT, I could not be treated worse. I believe it should be simple, take my payment. They speak over me, they treat me as if I was a little child, they are as rude as they can be. What upsets me, is that I am calling to make a payment on the account, not the other way around. Today I called to make the LAST payment of our payment arrangements ($630.00 - owing balance plus fees) to bring my account CURRENT and I could have not been treated WORSE. After this payment to bring my account current, my next payment wont be due until September 29th. I called and I first requested for an Electronic Debit Enrollment form, since I dont want to fall behind again. When I got Holly from the Operations Department on the phone, she was EXTREMELY rude and disrespectful, it was as if "someone else" was listening to the conversation and she wanted to "prove a point" when there is no point to be proven. There was NO necessity to her rudeness at all. Oh and by the way, she DIDNT EVEN TAKE MY PAYMENT. She spoke over me so many times that I DIDNT EVEN HAVE A CHANCE to give her my account information. She didnt request for my fax number EITHER, so the form I was trying to request could be sent out to me. I also inquiried about the "Payment Deferrement Plan" presented to me by a different employee. The employee told me that once the account was COMPLETELY CURRENT, I would be eligible for it so it could give me a "break" since Ive been making 2 + payments a month for quite sometime now in order to bring the account current. When I asked for more information on it, it put her "over the top". She said she was the one who was not going to ever make that option available to me, she said it wouldnt matter if my account was current or not. I feel she was taking things rather personal than professional. I understand a collector needs to be rough with clients in order to collect from them. I just dont understand why an employee would be extremely rude to a client when the client is calling to make a payment and find out all options available to them.
I was so upset it made me cry. This financial crisis has not just hit me, but a great amount of individuals around me. I am not requesting to have the car given to me for free, I am requesting to be treated with respect.

I owe on my car more than what it is currently worth. By repossessing my car, AMERICA FIRST CREDIT UNION would be losing. I have always made it clear I want to keep the car and therefore I have made payment arrangements and paid every single fee imposed to my account. For one reason or another, I had to change the dates of the arrangements, etc., but still, I have been paying 2+ installments a month. I am never calling the Operational/Collection department again to make a payment, I will go to the branch in person instead. It feels Holly was so loaded with negative things to say that she has forgotten I am trying here. I feel no individual should be treated in such way, especially under all the distress that is already surrounding us.