Consumer complaint received 2024-06-28
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: AMERICA FIRST FEDERAL CREDIT UNION (UT)

I used to be an employee of America First. I left the company and have been treated differently since. I can not visit branches or call into customer service because my account is locked with official family from XXXX to current. If I needed assistance I needed to have someone call me back or I needed to wait until they are in office to get assistance. I needed to get previous loan documents on my account for a legal matter. I was transferred over and over because no one could help me because my account was locked. At this time, I haven't been with the company for 2 years. It took me over a week to get a copy of my loan documents, that other members can visit a branch and get them same day. Money was taken from my account from an unauthorized party, I reported it and was told that this person signed my name in the branch during the withdrawal. When I finally got ahold of the fraud department I was told that there wasn't anything they could because they do not get involved with legal matters and I had a different shared account with this individual. The account that the money was taken from, they were not on, it was my sole account. In XX/XX/XXXX, my legal matter was settled and I visited the branch to close out my accounts because I did not feel safe having them open while no one was helping me keep my information or money secure in my accounts. I visited 4 different times to close them. I saw the branch manager because they were not closed. I moved my mortgage away from America First and they sent me a refund check in the wrong name and in someone's name who I have a restraining order against. I brought in the check and my court ordered documents showing my correct name, restraining order, and ownership of the home. I was told they could not reissue the check once it was already made out and they could not make any exceptions with the check even though I had a court order, again because " they do not get involved with legal matters. '' I called my lawyer, and she was able to get the money to me. The branch manager deposited the check into my account later. I don't understand why they can't follow a court order or name change documents for a reimbursement check that was made out from their own mortgage department. It's not another company, you know who it's from. I needed to pay another individual per the court order. After I had made a transfer in the branch with one of the tellers, this individual was able to go in and get my fill account number. When I worked in the branch, we were not allowed to give out this information due to privacy and security. How is this individual able to withdrawal money from my account, get my account numbers, get my loan information when they aren't associated with my accounts? On this same account that I made the transfer from, I tried to make my new mortgage payment from. I have always used my checking account for all my bills. XXXX XXXX XXXX, city utilities, dominion energy, etc. Those all need to be paid through XXXX. I entered in my account and routing number as I always have, and it kept getting rejected. I called into customer service and was told they didn't even see the transactions coming through. They told me to just retry it. I called again, because the same thing was happening. They told me I was using the wrong account number. I read them the account number I was using and they said to resubmit again because I had the correct account and routing number. I called my mortgage company back and each time it got rejected, I was getting fees. I even used America First 's online chat feature to see what was going on and they kept telling me I am using the wrong account number. They told me to go to online banking and copy and paste the account number from there. The account number that was listed in online banking was the one I was using in the first place. I tried it anyways, I copied and pasted the account number and routing number, and tried to submit my payment again. It was rejected another time. This was also happening with my utility accounts. I went into the branch because each time I called customer service, I was told I had the wrong account number or they couldn't even find a ACH attempt/ rejection. The branch teller and assistant manager were no help at all. They told me to send the money to them through a check. That was not an option for me due to timing and the payment options they accept. I ended up withdrawing the money I had in my checking and savings account, closed the account, and went to Mountain America. I submitted my payments through ACH on the XXXX, and they were taken out on the XXXX and XXXX of XXXX. I have accrued fees. I have had to use personal leave at work to be on the phone or chat services with them to get this figured out, just for them to give me the run around. I have had an account with America First since about 2010 when I was in elementary school. I had multiple personal and joint accounts. I also had a business account. I have had loans, credit lines, and multiple mortgage through America First. My accounts have always been in good standing. Since leaving as an employee I have not been treated the same as other members of the credit union. My checking account gets blocked. My information and money is not secure. I can not request my own information in the same timeframes and the same way as other members. I have also been charged overdraft fees when the account still had {$1000.00} as a remaining balance. When visiting a branch, there was no explanation on why. If I would not have reached out about getting the fee removed, they wouldn't have.

America First has since been doing the same to those who I have opened joint accounts with, and to my family members, when previously they have not had any problems with their accounts for years.