Consumer complaint received 2025-11-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: AMERICA FIRST FEDERAL CREDIT UNION
State: CA

Complaint narrative:
Please reference Complaint ID # XXXX which pertains entirely to this case. 

I am submitting this statement for my file because America First Credit Unions actions did not simply cause confusion or inconvenience. 
They mishandled my hardship review, my account, my adverse action notice, my credit reporting, and my rights as a consumer from every angle. 

This is not a misunderstanding. This is mishandling on multiple levels with measurable harm. 

1. XXXX mishandled my hardship review XXXX claimed in their CFPB response that my hardship request was reviewed and denied on June 10, 2025. This is untrue. 

I never received the denial letter directly. 
No email. 
No mailed notice. 
No portal update. 
No communication of any kind. 

The denial letter they attached to their CFPB response was the first time I ever saw it. 

This alone constitutes improper servicing and mishandling. 

XXXX. XXXX mishandled the adverse action notification process Reporting a denial months later, without ever sending it to me, violates the basic principles of consumer communication and adverse action requirements. 

XXXX took adverse action without notifying me prior to reporting or collections activity. 

This is not a delay. 
This is mishandling. 

XXXX. XXXX mishandled my account status and charged off the loan during an active dispute My credit report now shows : Account Closed Charged Off Loss Amount : {$10000.00} Status date : XX/XX/year> This charge-off occurred : -while my hardship review was pending -while I was actively communicating -while I was providing documentation -while repo agents were contacting me and while the CFPB complaint cycle was in motion Closing and charging off a loan during an active dispute and unresolved review is textbook mishandling. 

XXXX. XXXX mishandled collections activity by sending repo agents before issuing any denial Two separate repo agents contacted me from Texas. 
Both stated XXXX hired them. 
Both told me to remove my belongings because repossession was being initiated. 

This happened before any denial was communicated. 

This is not standard procedure. 
This is not allowed during a pending review. 
This is mishandling that caused direct distress and fear of imminent loss. 

XXXX. XXXX mishandled their CFPB response by providing an inaccurate and incomplete record Their statement to CFPB does not match : -their own reporting timeline -the absence of notice -their premature collections efforts -the charge-off timing -their communication history A creditor can not simultaneously claim proper servicing while : -failing to issue notice -charging off mid-review -reporting derogatory marks during a dispute -outsourcing repossession efforts prematurely Their CFPB response is inconsistent with the documented timeline and demonstrates serious mishandling. 

XXXX. XXXX mishandling has now jeopardized an active XXXX XXXX insurance settlement I currently have an open settlement review with XXXX XXXX for the totaled vehicle, from rotted trees falling on the vehicle during a hotel stay. 

Because XXXX charged off the loan : -It is unclear who will receive funds -It is unclear whether XXXX will attempt to collect a deficiency -It is unclear whether XXXX intends to file or has filed a 1099-C -It is unclear how this impacts lienholder rights XXXX premature charge-off has now directly interfered with the insurance process and ability to resolve the matter cleanly. 

This is significant consumer harm caused entirely by XXXX mishandling. 

XXXX. XXXX  mishandling has caused documented emotional and financial distress This mishandling has resulted in : an unusable, unregistrable vehicle, inability to secure reliable transportation, repeated medical visits due to stress, fear of unlawful repossession, credit damage, financial hardship, ongoing XXXX and instability All of this was preventable.

Company response to consumer: Closed with explanation