Consumer complaint received 2024-12-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: AMERICA FIRST FEDERAL CREDIT UNION
State: UT

Complaint narrative:
America First violated the XXXX when it failed to investigate unauthorized transactions on my account in the time required by law. I reported the fraud in XX/XX/2023. America First didnt investigate until XX/XX/2023. The only information they had for me on XX/XX/2023 was a receipt to foot locker with my boyfriends name on it and i was there for that purchase. The receipt went to his email so he could collect the points. I assumed that meant he made all the purchases but when I picked up the police report I found out he only admitted to making about XXXX purchases. Which is what I told the bank from the beginning. He also admitted to the Detective he made those purchases and the XXXX wrote in his report he was unable to determine XXXX made the rest of the purchases after viewing surveillance footage, etc. America First violated the XXXX when it determined I was liable for the fraudulant charges on my account because XXXX held my card for me. The law states I am only liable for {$50.00} if i report it in a timely manner, which I did, the day I found out I went straight to the bank. I take full responsibility for the {$200.00} XXXX spent on work boots and brakes. So where does that leave the rest of the {$38000.00} I had in the bank? Why am I liable for someone other than XXXX? America First is liable because they failed to protect my account even after I made several reports to them that i was worried my ex husband had access to it. I told America First he was hacking my phone. I told America First I wasnt sure if my banking app was real. I was complaining about these things uears before I met my boyfriend. My exhusband knew my account number. Someone was ordering debit cards. He offered to prepay me alimony and child support which is suspect in itself. In case you dont remember his account, our joint account always had a negative balance. He bounced checks constantly yet he offered to prepay me {$86000.00}. He told the detective he never had access to the account or debit card, as if he didnt know the account existed, yet he wired {$86000.00} to the account before our divorce was final. Then I meet XXXX and its gone within a month. My ex husband doesnt even bank at America First anymore and hes had an account there since he was a teen. America First provided me with Identity Theft Insurance through XXXX. The money for the Insurance was taken directly from my account. They had a duty to protect my account but when they failed at that they had a duty to report to XXXX that they weren't liable. XXXX doesnt kick in until the bank refuses to pay. I reported the Identity Theft to XXXX. This is a service America First advertises on their website. They didnt even have to take a loss. My money is insured. XXXX to this day refuses to submit my claim. They wanted a denial letter and all I had was a letter they wrote to CFPB and they wont accept it. So I emailed the bank and asked for a denial letter and never got a response. I have not even got a denial letter from America First almost two years later. So they fail to investigate. They fail to use their highly rated anti fraud services on my account. If they did, why was it never flagged after {$20000.00} was spent? I was so worried this was going to happen I got a safe deposit box and told America First to make sure to check a tattoo on my leg because my exhusband worked with a girl who looked identical to me. XXXX and America First advertise all these services like credit repair, work expenses, anything that arises out of Identity they they cover. I could've got my jeep paid off. But no, America First did nothing to mitigate the damage. They also cancelled my Identity theft insurance. They closed my account. A month after I reported Identity theft to XXXX, they semt me an email saying all was well. America First let businesses overdraft my account and my account was set up to decline of there was no money. I returned things and never got the money for those items. It was enough to cover a XXXX  payment. I believe America First committed fraud. They didnt even have to take a loss all they had to do was work with XXXX and help me. My account showed {$38000.00} in my money market up until they closed it and I cant log in. XXXX shows a closed claim even though I can prove with emails they refused to submit my claim. So did the bank get paid from XXXX and keep my money? Sure looks that way to me.

Company response to consumer: Closed with explanation