Consumer complaint received 2025-09-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: AMERICA FIRST FEDERAL CREDIT UNION
State: NV

Complaint narrative:
Between XX/XX/XXXX and XX/XX/XXXX, I sent a total of {$1000.00} from my America First Credit Union checking account through XXXX Cash to an individual who scammed me by posing as a housing agent. The payments were : XX/XX/XXXX : {$20.00} XX/XX/XXXX : {$920.00} ( the scammer returned {$75.00}, leaving {$850.00} still owed ) XX/XX/XXXX : {$190.00} This left me with a total loss of {$1000.00}.

I reported this fraud to America First and provided screenshots and messages proving I was scammed under false pretenses. Here is how they mishandled my dispute : XX/XX/XXXX XXXX ( rep ) : Filed my dispute. 
XX/XX/XXXX XXXX credit : America First posted a XXXX XXXX XXXX of {$150.00}, but gave no explanation why only that partial amount was credited. 
XXXX XXXX XXXX ( rep ) : Said disputes could only be handled by email, not over the phone. 
XX/XX/XXXX XXXX XXXX rep ) : I reminded him it was the XXXX business day under Regulation E. He told me my dispute was not approved for the XXXX XXXXXXXX because it was processed by a money transfer merchant. He said money transfer merchants arent responsible for delivery of goods/services and told me : You sent it, so you cant be mad. 
XX/XX/XXXX XXXX XXXX : Claimed my dispute was denied on XX/XX/XXXX. At first, XXXX had told me it was denied on XX/XX/XXXX, which is impossible since I filed on the XXXX. XXXX admitted XX/XX/XXXX wasnt correct but stuck with XX/XX/XXXX. Still, I received no written denial letter at any time. 
Late XXXX XXXX ( rep ) : Verified my dispute case numbers and confirmed my emailed screenshots were attached, but gave no explanation why only {$150.00} was credited. 
XX/XX/XXXX Callback from XXXX ( XXXX ) : Repeated the denial, saying the merchant ( Apple Cash ) said the transaction was valid since I authorized it, so America First wasnt responsible. I told her I had already been through this with supervisors. She admitted no letters had ever been sent on my case, despite my repeated requests for email communication since I had moved.

Complete and total violation of Regulation E by law .. Why This Violates Regulation E ( Electronic Fund Transfer Act, 12 CFR Part 1005 ) 1. They failed to provide full provisional credit for {$1000.00} within XXXX business days of my filing on XX/XX/XXXX ( deadline was XX/XX/XXXX ). 
XXXX. They attempted to reverse the partial {$150.00} credit without giving me XXXX business days written notice. 
XXXX. They gave contradictory denial dates ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) that dont align with when I actually filed ( XX/XX/XXXX ). 
XXXX. They failed to provide a timely written denial letter or full investigation report. 
XXXX. They improperly claimed merchant responsibility as an excuse Regulation E requires the bank to protect the consumer against fraud and scams, regardless of merchant coding. 
XXXX. They are ignoring clear evidence of fraud, misrepresentation, and a scam under false pretenses.

Company response to consumer: Closed with explanation