Complaints

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company's inaccurate reporting has caused significant inconvenience. Despite making two payments on March 19th to cover payments for my ******* Loan due for February and March, which were due February 26 and March 26, respectively, my account was reported as 30 days late on 5/2, a mere 7 days after the due date. This misreporting has the potential to adversely affect my credit standing. Furthermore, FFCU's report on May 2nd that a separate collection account was still unpaid is completely inaccurate. This account was paid in full to the collection company (RA Rogers collecting on FFCU's behalf) on 4/11/2024. Such a discrepancy in the reported and actual payment status is a matter of immediate concern. I have attached receipts for both matters, and I urge FFCU to update the credit reports to reflect accurate information as soon as possible, as mandated by FCRA, within 30 days.

  Business response

  05/30/2024

  First Financial of Maryland Federal Credit Union (First Financial) has completed its investigation and resolution of ******** *****’s complaint to the BBB. First Financial is a Maryland based federally chartered credit union that serves the employees, students, and parents of Baltimore, Caroll, Somerset, and Worcester County Public Schools, as well as the employees and families of many area businesses, hospitals, private schools, and colleges.In Ms. ******* complaint, she indicated that First Financial reported debt as delinquent on her credit report as of May 2, 2024. She indicated the debt was paid in full on April 11, 2024. Ms. ******* desired resolution is a correction to her credit report. During our resolution and investigation, a review of Ms. ******* account was conducted. First Financial received a payment from the assigned collection agency on May 2, 2024. This payment was then posted to Ms. ******* account. The payment was posted after the balance owed was reported to the credit reporting agencies, which also occurred on May 2, 2024. The debt will be reflected as paid in full and closed during the next reporting cycle.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed ch 7 bankruptcy and included them in the filing . They are listed as a creditor . The court notified the bank they were listed also . The company is refusing to update the credit agencies the account was included in Chapter 7 . They also need to change the balance to zero and the status as well . I have spoken with a supervisor by the name of Alexis her number is ###-###-####. This is an ongoing issue for the past four months . They have caused my credit to suffer .

  Business response

  05/09/2024

  Contact has been made to Ms. ******* by phone & letter as resolution details may not be provided to the BBB due to the confidential nature.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First Financial is showing the Zelle Payment on July 5th instead of June 29, 2023. The Check for $2,000 was created after the deposit at a branch location. This error occurred through bank communications.

  Bureau response

  07/25/2023

  Justin *****
  First Financial Federal Credit Union Of Maryland 
  ** ******* *** ****** ******* ** *****  
  
  Dear Justin *****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/24/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Armando ******

  *** ******* ** ****** ** *****

  Daytime Phone: ###-###-####
  E-mail: ******************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Billing or Collection Issues 

   

  Customer’s Statement of the Problem:
  
  First Financial is showing the Zelle Payment on July 5th instead of June 29, 2023. The Check for $2,000 was created after the deposit at a branch location. This error occurred through bank communications.
  
  
  
  
  
  Desired Settlement:
  Correction to a credit report
  
   

  Bureau response

  07/25/2023

  Armando ******
  *** ******* ** ****** *** *****  
  
  Dear Armando ******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/24/2023 against First Financial Federal Credit Union Of Maryland.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  Business response

  07/31/2023

   

  We are currently investigating the transaction related to our members complaint of a banking error. This requires us to communicate with third party processors to investigate the potential banking error. We have reached out to our member regarding the complaint.  

  Bureau response

  07/31/2023

  Armando ******
  *** ******* ** ******** *****
  
  
  Dear Armando ******:
  
  This message is in regard to your complaint submitted on 7/24/2023 against First Financial Federal Credit Union Of Maryland.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from First Financial Federal Credit Union Of Maryland. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  

   

  We are currently investigating the transaction related to our members complaint of a banking error. This requires us to communicate with third party processors to investigate the potential banking error. We have reached out to our member regarding the complaint.  

  Business response

  08/01/2023

  We received and investigated the complaint regarding the members concerns there was a banking error with a Zelle deposit that caused a future mortgage payment to be declined. On 7/19/23 we received a phone call from our member. The member told our member service representative they saw the Zelle deposit in their account on 6/29/23 before they made their withdrawal at the branch. Our member service representative researched their concern and confirmed with our member the Zelle deposit posted to our members account on 7/5/23. After receiving the BBB banking error complaint from our member, we investigated the transaction with the Zelle network. The Zelle network confirmed there was no banking error and the Zelle transaction posted on 7/5/23. 

  Bureau response

  08/06/2023

  Justin *****
  First Financial Federal Credit Union Of Maryland ** ******* *** ****** ******* ** ***** 
  
  
  Re: ID * ******** - Armando ******
  
  Dear Justin *****:
  
  Thank you for your recent response to Armando ******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  Bureau response

  08/06/2023

  Armando ******
  *** ******* ** ***** ** *****  
  
  
  Re: ID * ********- First Financial Federal Credit Union Of Maryland
  
  Dear Armando ******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fraudulent chargers have occurred on my checking account I haven't been provided provisional credit for these unauthorized charges. The company *** is where these fraudulent charges were made has been corresponding with me via email and social media platform *********. The company has advised me that they are awaiting communication from my financial instItution regarding these charges. This is a time sensitive and urgent matter. I have tried to send my bank the emails and messages between myself and the company *** showing that my card has been used without my knowledge or doing. I have added the screenshot from those conversations. My bank has advised me to continue to reach out to the company on my own to try and get reimbursed for the fraudulent charges. According to *** company several attempts were made to use my card and the three digit security code wasn't correct and these attempts weren't flagged as fraud or suspicious by my bank so the charges continued.

  Business response

  01/23/2023

  Complaint number ******** has been reviewed by First Financial. Our investigation into this complaint finds that Ms. ***** filed a card claim on January 12, 2023. First Financial works with VISA to investigate and process card claim cases. The claim was against ****** for unauthorized debit card charges in the amount of $859.70, occurring since October 2022. Additional details about the case are below.
  
  First Financial investigated and found similar charges from ****** dating back to at least January 2022. Noting this, First Financial had reason to believe the charges were not fraudulent and denied provisional credit. Of important note, during the timeframe in question, Ms. ***** accessed home banking over 300 times, viewed share transaction histories on numerous occasions and blocked and unblocked cards. The denial letter was mailed on January 13, 2023.
  
  Prior to speaking to First Financial on January 20, 2023, Ms. ***** reached out to ****** to also address the transactions in question. When First Financial spoke to Ms. ***** on Friday, January 20, 2023, the claim and the reasons for denying provisional credit were reviewed. During the call, First Financial also shared with Ms. ***** the merchant (******) had provided credit vouchers (refunds) totaling $631.15 as of the time of the call. Ms. ***** was aware the investigation is still on-going and if the facts surrounding the claim change, a provisional credit would be issued (noting we are still within the 10-business day period to provide credit per Regulation E).
  
  As of January 23, 2023, ****** has refunded Ms. ***** a total of $912.36, which exceeds the amount of the original card claim.
  
  At this time, based on the conversation had on January 20, 2023, First Financial will deem this complaint resolved as Ms. ***** understood the facts and appreciated First Financial's efforts to continue the investigation into the activity.
  
  First Financial will continue to investigate this matter and will advise Ms. ***** of the outcome. We are pleased the merchant was responsive and provided Ms. ***** with refunds in a timely manner.
  

  Customer response

  01/25/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  As a member of First Financial Credit Union it is unreasonable and unprofessional that I had to pursue a company myself to recover funds taken from my account. My concern was not taken seriously and I will be closing my account with this bank. Poor customer service I always receive prompt and professional service and assistance with **** ******* ****** *****.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While in the process of closing my account, there was a charge for $32.21 that caused the account to be negative. An overdraft fee was assessed for this transaction per the banking policies of the financial institution. After that time there were auto pay transactions that were attempted and declined by the financial institution, which did not process and therefore did not cause the account to be further overdrawn, the financial institution charged an overdraft fee for each of these attempted transactions despite the fact that they were not processed. No where in my dealings with First Financial did I contract or agree to pay charges for declined transactions. They are now seeking $536.31 due to these fraudulent and deceptive fees. Overdraft fees are for transactions that cause an account to become overdrawn. There was only one such transaction on this account. All of the other transactions are for attempted debits that were declined by the bank, not warranting a fee. I have attempted to reconcile this account by paying the original negative balance and one fee but the bank declined my offer. They have sent the fraudulent bill for the deceptive fees to collections and are sending incorrect reports to credit bureaus. I want the amount cleared and my reports corrected.

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/10/13) */ Complaint number XXXXXXXX has been reviewed by First Financial. Our investigation into this complaint finds that Ms. ********* overdrew her account in the amount of $***** on ************. The amount was paid using First Financial's Courtesy Pay Program. A fee of $***** was assessed for the use of the service per First Financial's Fee Schedule. Between May 23rd and July 7th 18 transactions, all from companies that had previously withdrawn funds from the account, attempted to post to the account, resulting in non-sufficient funds (NSF) fees to be assessed for each item presented per First Financial's Fee Schedule, totaling $****** in fees owed. The current balance owned including all fees is $******. First Financial did advise Ms. ********* on May 24th the account cannot be closed until the negative balance is resolved. Ms. ********* has also already taken advantage of First Financial's allowed fee reversals at this time. As a courtesy, First Financial allows 6 fee reversals per member on a rolling 12-month period. In addition, letters and statements were provided to alert of the negative balance. The review of the account did not reveal any stop payments placed, which would have avoided the NSF fee(s) on the above transactions. The account was charged off on July 12th and the balance owed reported to credit agencies and ChexSystems, per First Financial's Account Agreement and Disclosures. First Financial does not report fees owed to credit agencies. Charged off accounts are sent to a third-party collection agency. Based on our review, the transactions in question appear to be authorized by the member. First Financial did reach out to Ms. ********* but has not yet been successful in reaching her to discuss the complaint to gather additional details and work to find a resolution acceptable to both parties.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I deposited a payment for Avon products from a customer on Friday. First Financial cleared that check, making it available for me. I had to send some of the money back to the customer today(Monday), and everything was fine in the morning. Hours later, I go to purchase some lunch, and my card declined. So I luckily had cash on hand. So when I logged into my mobile banking app, I foundout I was blocked by First Financial. The app is saying I have restrictions on my account. So I called them to ask, and was told that my customers check was fraudulent or altered. I asked how is that so? And if I could dispute it. The representative told me no, because I deposited it. �" Umkay, It's a customer payment. Am I not supposed to deposit a payment made to me? Then the representative goes on to say that I'm now overdrawn $*** or close to that. This isn't the time for this. The check didn't look fraudulent to me. Plus they cleared it. I want my money back before I close this account and take this to court. This is ruining everything. This is my oldest son's farewell and prom week. They just messed up my money. I also had bills scheduled for payment from that account. My paycheck has to be removed from the direct deposit to that account now. Hopefully it comes in time to pay bills. Can somebody help me with this situation? I never been through this one before.

  Business response

  06/11/2022

  Business Response /* (1000, 5, 2022/05/25) */ Complaint number ******** has been reviewed by First Financial. Our investigation into this complaint found that our member deposited a check in the amount of $******** on ************ via mobile deposit. Per First Financial's Funds Availability Policy, $400 was made immediately available, as a courtesy. The remaining funds were made available on ************. These timelines and availability limits are governed per Regulation CC requirements and First Financial's Funds availability policy. First Financial makes funds immediately available as a courtesy to our members (instead of making funds available on the next business day). On the morning of ************ at approximately 8:43am our member authorized a transfer to Lynn Mayer via Zelle. Also on ************ First Financial learned the check deposited was being returned unpaid. The check was returned as "Altered/Fictitious". The full amount of the check, $******** was withdrawn from our member's account, per First Financial's Agreements and Disclosures, as final settlement of the item was not received. Based on our review, no corrective action by First Financial is required. First Financial spoke with our member and explained the situation. It was learned Ms. Watkins fell victim to a scam. Prior to us talking our member has filed a police report, initiated a dispute with Zelle and is in touch with Avon about a return. Based on our conversation, all fees associated with the return have been refunded, and First Financial will help to resolve this with our member (working with Avon and Zelle as required). When we concluded our call, our member was satisfied with the resolve and our assistance.

*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. ↩