Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Within these last 3-4 months, I've been receiving a gentleman's mail off and on to my address on ******************************************************. The gentleman's name is **** **** and he is a customer of **********************. I don't know Mr. **** nor never met him and keeps sending correspondence to ***********************. Thus, several times I've reached out to First Tech Federal Credit Union customer service to correct the issue, however the issue hasn't been corrected. So, I request that First Tech Federal Credit Union permanently stop sending Mr. ****** mail since my Uncle who is the head of the household is getting upset about Mr. ****** mail. FOR SECURITY REASONS, DO NOT DISCLOSE MY PERSONAL INFORMATION SUCH AS NAME, PHONE NUMBER ETC. TO MR. **** **** NOR THE PERSON WHO REPORTED THE MAIL CORRESPONDENCE MATTER.

  Business response

  01/31/2025

  Hello **** we appreciate you taking the time to share your feedback.

  Well investigate this and follow up with you about your specific experience.

  Thank you!

  ***** ******
  Member Experience

  Customer response

  01/31/2025

   
  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.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January ******* I received an email stating my mortgage payment was not received for the month (due on Jan 1). I signed on to the app to figure out the issue and noticed that I had been charged a $98.81 late fee as well. On Jan 28th, I called customer service and went through multiple layers of representatives to resolve this. They stated First Techs policy is to approve one late fee waiver per life of the loan. This immediately struck me a terrible customer service when talking about a 30 year mortgage. Upon further digging I saw that I was also charged late fees in Oct, Nov and Dec of 2023 and never realized this. A request to refund all four late fees ($395.24) was started. On Jan 29th I received a response again quoting their awful customer service refund policy stated above and my request was denied because this happened in the first year of the loan on 12/20 which was my one lifetime refund that was approved. I should have learned then!By now I figured out the cause. Each year when the Escrow amount changed due to insurance costs rising, my re-occurring auto payment was not enough to cover this increase, therefore bouncing. First Tech never reached out to me as a warning that my payment went up and instead was happy charging me a fee. I have escalated this gap in customer service and they don't seem to care. I wasn't unable to pay the new amount, I just wasn't aware the amount had changed and my autopayment failed me.

  Business response

  01/29/2025

  Hello ****,

  We appreciate you taking the time to share your feedback.

  Well investigate this and follow up with you about your specific experience.

  Thank you!

  ***** ******
  Member Experience

• Initial Complaint

  12/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card information was stolen and used for $6000 back in April. I was so busy this year getting married, buying a new home, working fulltime and traveling with my husband that I did not notice the charge. My husband pays my credit card bills and does not look into the transactions. I finally got a chance to sit down this month and noticed this charge that I never authorized. I submitted a dispute for credit card fraud and let first tech federal credit union know that it was not me and that this was a fraudulent charge. They called me today and said they would not credit my account back for the fraudulent charge because the charge was made over 60 days ago and that they were closing the investigation and marking it as resolved.. They said that I had logged into my account since and that was another reason but I explained that I only log in to make sure I don't miss any payments and did not get a chance to look into transaction history and the *** said I only have once account when in fact I have a savings, credit card and line of credit. I then asked if they contacted the merchant regarding the transaction and they admitted to me that they did not. They don't care that one of their customers was victimized but rather just using a 60 day rule to be lazy and close out an investigation. There was no real investigation that took place and First tech Federal Credit Union mishandled the situation.

  Business response

  12/31/2024

  Dear ******,

  Thank you for your message, it seems that this complaint is a duplicate of one that First Tech has received through a regulator. We will respond directly through the regulators system. Please know that any complaint entered into the **** system is transferred to the First Tech Complaint Program for tracking. Thank you!

  Arti

  Member Experience

  
  

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Formal Complaint Regarding $300 Bonus Promotion I am writing to formally lodge a complaint regarding your recent promotional offer, which promised a $300 bonus upon meeting specific eligibility criteria. Despite fulfilling all the stated requirements, I have yet to receive the bonus within the promised timeframe. As part of your promotion, I was required to: 1. Open an account during the promotional period. 2. Make three consecutive payroll deposits, each totaling $1,000 or more, over three months. I successfully completed these requirements by making qualifying payroll deposits in August, September, and October. After not receiving the $300 bonus within the promised timeframe, I contacted your customer support team via chat. Your representative confirmed that the three payroll deposits required for the bonus were indeed made. Despite this confirmation, I was informed that the bonus will not be paid out, which is entirely unjustified and contrary to the terms of your promotion. The failure to honor this promotion reflects poorly on your institution and undermines the trust customers place in your *********************************************. This situation has caused me considerable frustration and inconvenience. The resolution I seek is simple and fair: I request that the promised $300 bonus be credited to my account immediately as per the terms of the promotion. If this matter is not resolved promptly, I will be left with no choice but to escalate my complaint further. This may include filing a formal complaint with relevant regulatory bodies and seeking additional remedies to address this issue. I trust that First Tech Federal Credit Union values its customers and adheres to its promotional commitments. I expect your prompt response and resolution to this matter. Please respond within [reasonable timeframe, e.g., 7-10 business days] to avoid further escalation.

  Business response

  12/27/2024

  Thank you for your message, it seems that this complaint is a duplicate of one that First Tech has received through a regulator. We will respond directly through the regulators system. Please know that any complaint entered into the **** Regulator system is transferred to the First Tech Complaint Program for tracking. 
  Thank you!

  **** *****

  Member Experience

  Customer response

  12/31/2024

   
  Complaint: 22717438
  
  I am rejecting this response because:
  
  I have not received the desired resolution of my bonus payout for my account with this bank

  The resolution I seek is simple and fair: I request that the promised $300 bonus be credited to my account immediately as per the terms of the promotion.  

  
  Sincerely,
  
  **** ********

  Business response

  01/02/2025

  Dear Kais,
  Thank you for your message, it seems that this complaint is a duplicate of one that First 
  Tech has received through a regulator. We will respond directly through the regulators 
  system. Please know that any complaint entered into the **** system is transferred to the First Tech Complaint Program for tracking. 
  Thank you!
  

  **** *****

  Member Experience 

  
  

  Customer response

  01/03/2025

   
  Complaint: 22717438
  
  I am rejecting this response because:
  The resolution I seek is simple and fair: I request that the promised $300 bonus be credited to my account immediately as per the terms of the promotion.  
  
  
  If this matter is not resolved promptly, I will be left with no choice but to escalate my complaint further. This may include filing a formal complaint with relevant regulatory bodies and seeking additional remedies to address this issue.  
  Sincerely,
  
  **** ********

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business has been charging late fees while giving inconsistent answers on the amount past due. Every time I pay and attempt to bring the account current they change the number thats apparently past due. Theyve also charged late fees on months where I can see they received the money on time. Ive asked repeatedly for ONE number to pay to bring the account current and have received at least five different numbers. They also waived the late fees as a courtesy and then reinstated them which is unethical. They insist on a phone call but I want ONE amount in writing to pay and not a fluctuating, seemingly arbitrary amount.

  Business response

  12/12/2024

  Hello ****, we appreciate you taking the time to share your complaint. Well investigate this and follow up with you about your specific experience. Thank you!
  ******* *.
  Member Experience

• Initial Complaint

  12/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was supposed to receive 30K points (equivalent to $300) once I fulfill the requirements for welcome bonus. I have done so and have followed up with the bank multiple times in the past 2 months. However, I have not received the points yet.

  Business response

  12/12/2024

  Hello *******, we appreciate you taking the time to share your complaint. Well investigate this and follow up with you about your specific experience. Thank you!
  ******* *.
  Member Experience

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I financed a vehicle with First Tech Credit Union in December of 2023. I lost my job and my wife was maintaining payments on the account. In September of 2024 we contact the credit union to inquire about assistance. We were told that because we did not have the loan a year I did not qualify for assistance. We were told to continue making payments each month and a little more until more time passed or we could get caught up. Payment were scheduled and posted via online transfer on their website. On November 27, 2024 my vehicle was repossessed. I contacted the collections department only to be told I could redeem my vehicle. Giving permission to my wife we informed the Credit Union that a payment was scheduled for ***** for $450 why was the vehicle secured? They stated they called and next heard from me. When the payment was set (weeks in advance) of repo, their website never mentioned anything about a blocked payment or having to pay more than set. With that arrangement pending there was no reason to secure my vehicle and we were paying as told. The mentioned a right to cure was sent back in September and I told them since, we had paid two payments less than the amount of the cure letter and they were accepted, what was different now? No answer provided. I do not dispute being past due but I do believe they have misleading business practices to the consumer. My promise to pay was accepted and that should hold off any repossession. Now I am trying to pay and keep getting the run around to recover my vehicle. Their lack of urgency will create more fees than I should have to pay. I asked to speak to a Manager and was told they would have to request a call from one, how is this service? I don't understand how this practice is legal and not misleading.

  Business response

  12/02/2024

  Hello ******,

  We appreciate you taking the time to share your complaint. Well investigate this and follow up with you about your specific experience. Thank you!
  

  Arti
  Member Experience

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First tech FCU cancelled my credit card after I responded to a letter about new credit card rates, declining the new rates instead of accepting. While they did include in the fine print that my card would be closed, it was not obvious to me as the customer that declining meant that I would loose my credit card as well as loose all of the points on my credit card (which was worth $155, I was saving up). First tech *** was the community that I trusted for banking, now after seeing their advertisements within their emails, I cannot continue supporting them.First tech actively encourages their customers to take loans in order to have vacations and to impress others. They also seem to have no email and require you to use their app or website, or call to communicate. They have also not acted the suggestions/requests I have in fact sent them over the past several years as a member.

  Business response

  11/07/2024

  Hello Teal,

  We appreciate you taking the time to share your complaint. Well investigate this and follow up with you about your specific experience. Thank you!

  Arti
  Member Experience
  

  
  

  Customer response

  11/18/2024

   
  Complaint: 22525404
  
  I am rejecting this response because:

  Complaint incorrectly closed: Re: ID # ********- ********************** See that they only said they would look into my case, but they did not do so. They have not contacted me beyond this.
  
  Sincerely,
  
  Teal Hand

  Business response

  11/18/2024

  Hello Teal,

  Thank you for providing us with the opportunity to review and follow up with you regarding your concerns. Thank you!
  

  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had several accounts with this institution that have been referred to collections with balances owed, however no one seems to one to provide the bank statements to validate the charges. The collection agency advises to contact the institution, Contacted the institution about a month ago and was advised that the statements for all the accounts would be sent in 7 business days, havent received the statements to date. Ive called several times this month and they stated the statements are on the way, until today they stated to contact the collection agency. This unethical business practices and protocol has led me to fake a complaint with the **** today to get this matter handled for there is a large sum of money that 1st tech states is owed, however theyre refusing to provide me with statements to validate debt. The complaint# ******-16536259 was filed today to get verification of my balance, ina edition to this claim being filed.

  Business response

  10/29/2024

  Dear *******,
  Thank you for your message, it seems that this complaint is a duplicate of one that First Tech has received through a regulator. We will respond directly through the regulators system. Please know that any complaint entered into the **** system is transferred to the First Tech Complaint Program for tracking.

  Thank you,

  Member Experience

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday, 10-4-2024 at 12:59pm | contacted First Tech Credit Union in regards of being locked out of my account and also to check on the status of my debit card shipment as I just became a member a little over a month and I had not still received my debit card, I made initial deposit to fund my account and also switch funds over from and external financial institutions so I know my account had sufficient funds totaling out to be $4,565.00 I got a hold of a *** who stated it's been suspicious activity on my account that I wasn't made aware of and she elaborated the details unfortunately it was multiple ATM transaction done using my debit card willing my entire balance for $4,565.00 without my consent or authorization, I said that had to be a mistake because I have never granted anyone permission to authorize any transaction on my debit card and in fact I still haven't received the card, so the *** who was assisting me with filling a fraud claim for the fraudulent transaction processed these transactions and put them inside a dispute l enlighten her that I was also having trouble logging into my account and I was entering everything correctly she stated that it's a possibility that not only was my debit card compromised but my account had been well so she deactivated my account and said a Fraud specialist will better assist me in 2-3 days which was abnormal. 10-9-2024 I spoke with a ***resentative after calling in every single day inquiring about my funds expressing my financial hardship struggles and the crisis me and my family are enduring because of this tragedy striking my account. I spoke with Fraud specialist named **** *****, who was adamant about who I was and why did I join First Tech in the first place, (completely besides the matter) | thought that was irrelevant but I still proceed to answer questions, I let her know that my family and I was going through a financial crisis. In 10-4-2024 she decided to deny the claim, no details why or any adverse action.

  Business response

  10/15/2024

  Hello *******, we appreciate you taking the time to share your complaint. Well investigate this and follow up with you as soon as possible.

  Thank you,

  Member Experience

  Customer response

  10/15/2024

   
  Complaint: 22410641
  
  I am rejecting this response because:Me and my family are currently facing eviction due to my financial hardship and the trauma this has caused. I need an apology and my desired relsolution honored! 
  Sincerely,
  
  ******* ******

  Business response

  10/28/2024

  Dear *******,
  Thank you for your message. This complaint is a duplicate of one that First Tech has received through a regulator. We will respond directly through the regulators system. Please know that any complaint entered into the **** system is transferred to the First Tech Complaint Program for tracking. Thank you!
  

  Customer response

  10/28/2024

   
  Complaint: 22410641
  
  I am rejecting this response because: I appreciate your correspondence, However be advised that this is a follow up considering no actions has been taking towards Rectifying this matter. As a consumer and customer/member of ******************** Tech, I have still experienced a hard clash of profiling my character, passing judgement, And being discriminated against on top of enduring a financial crisis because of your staff member, Advocate of First Tech wanted to violate my rights as a member/consumer this will not be swept under the rug without the desired Satisfactory Resolution. Im suffering from financial hardship unfortunately on the verge of being homeless on top of other financial obligations I have to address this has delayed me significantly and I want this to be resolved expeditiously! I have attached a document showing proof of my financial hardship. 
  
  Sincerely,
  
  ******* ******

  Business response

  11/08/2024

  Dear *******,

  Thank you for your message, it seems that this complaint is a duplicate of one that First Tech has received through a regulator. We will respond directly through the regulators system. Please know that any complaint entered into the **** system is transferred to the First Tech Complaint Program for tracking. 
  

  Thank you!

  Customer response

  11/08/2024

   
  Complaint: 22410641
  
  I am rejecting this response because: they still have not rectified the matter or giving an explanation as to why this happened no actions has been taken to help resolve this issue. 
  
  Sincerely,
  
  ******* ******

  Business response

  11/12/2024

  Dear *******,

  Thank you for your message, we cannot provide specific information from the **** case within the BBB complaint as this is a public forum. Please view First Tech's response to your **** complaint their complaint system. Thank you. 

*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. ↩