I usually like this credit union. But lately customer service telephone lines have had at least a one hour wait time consistently even with repeated attempts on different days at different times. That's not great customer service. read more

Really bad quality of explanations and communication. Everything you attempt to do seems to have some almost secret way of doing it, and it involves a lot of trial and error and wasted time just to figure out how things actually work. I first had this happen with ACH payments. I switched to AFCU and set up my routing and account number with a bill I had to pay. The payments didn't go through for two months, and that company ended up closing my 13-year-old account because of it. Apparently, I had to not only let the other company know it was a checking account rather than a savings account, since AFCU uses the same account number for both, but there was also a separate four-digit code I had to put in front of the account number for ACH payments to actually pull correctly. I had no idea this was required. Another issue is that I also run a business and made a wire transfer online. I thought it had gone through, but the following month I realized it never went through at all, which caused me to be an entire month late on our business lease payment. Apparently, you have to sign a special document before they allow you to process wire transfers online through mobile banking. I don't understand why I was even allowed to attempt and submit one in the first place if I wasn't actually authorized to do it. Then, months later, they updated their mobile banking system and I suddenly couldn't make wire transfers again. I had to call, re-sign the document, and then I was finally able to do it again. Now, since that same update, I can't link my business account to QuickBooks, and I'm being told I basically just have to wait for AFCU to fix it. Oh, and I had never had fraud on my account before, but just two weeks ago I had two fraudulent transactions of around $200 each go through. At this point, I honestly feel like I'm an employee trying to troubleshoot and solve my own issues with the bank instead of a customer using their services. Every time something goes wrong, I'm the one having to make calls, figure out what hidden step I missed, find out what form or code is required, and piece together how their system works. It shouldn't be this difficult to do basic banking. I've spent way too much time trying to solve problems that I don't feel should have been mine to figure out in the first place. read more

I had been with America First for 35 years and have been happy. I called them today and spoke with Tyler - what a great customer service rep - very easy to talk to and handle my process quick and easy / haven't next steps all while being very friendly - 5 stars for Tyler! read more

Quite a number of years ago I opened an account with America First. In the beginning they seemed to be so much nicer in the branches than other plaes I had done business, financially. I have continued to do business with them of and on for 20 + years, however things began to change in the past 5-10 years. Employees were not as friendly or helpful. I thought Mountain America was the the big, ugly orgor of Utah, but now America First is ranking close. They make mistakes with no genuine apology. It is weird but when customers make mistakes they see that we pay for it financially, but when they make a mistake there is no recourse. Recently I made a payment on a loan, then I get an email saying they are missing my payment. However, I made my payment at the drive up window, and I had told my son I had done that over the phone just after I paid it. But it is very difficult to prove because they hold all the information. While I should have kept the receipt, it got lost and now I have NO PROOF. Could the employee have misplaced it or taken it, I don't know, but I know I payed it and the proof is up to me. I will somehow prove it, but meanwhile I am looking for a new financial institution. Have you found one that is truly there to serve their customers and support them? if so I want to know about it. I know financial institutions are not what they were 20-30 years ago, but it would be nice to find one that still cares about their customers. read more

Walk in there with my son with 18 $19 worth of quarters and their quarter machine is broke so I go up to the front desk and ask them can we just deposit this account? No we're not capable of counting that that seems a little ridiculous and the big word that comes to my mind is lazy. Horrible customer care read more

I cannot believe the level of difficulty everything has been since my auto loan was sent here. 1. It took over a month to get my required PIN to login to OLB and set up a payment. My loan was due within a few days of finally getting in. The information I received over the phone about easily connecting my FI for payment was false and it took another week to make a payment. 2. The ACH process through OLB takes 4 business days to post which is double industry standard. Also had a difficult time finding how to cancel the ACH later on and couldn't do it in the app, had to use a computer even though setup was through the app. 3. I decided to refinance for a lower rate. Tried to get a payoff statement. It was sent secure but the code needed expired within 30 minutes and took 45 to get. Finally got one faxed to me instead. Account number was truncated which is no help when mailing a payoff. 4. Called to put an authorization on my account for the new FI to collect the payoff and account number. After getting through their horrible call system, took 15 minutes to get through their insanely tedious verification and confirmed the authorization was good and was told yes. Big Surpise, they still would not confirm the information for the new FI and also will not do a conference call for me to authorize on the spot. And today their website and phone system are down so I can't get anything done. Nothing I have been told by them has been true. Nothing I have done is easy or convenient. I cannot wait to be finished with them and will never go back. read more

I live in AZ and obtained an auto loan through AFCU in Utah. The customer service experience by phone is beyond frustrating, almost like a skit in a comedy movie. The main problem besides waiting on hold or for a call back is their "security validation" process. You are issued a PIN via mail but if you say it out loud during the telephone conversation, if is invalidated. You then are subjected to twenty questions to verify your identity. About one half of the time, these questions are incorrect and now you cannot discuss your account or business. Additionally, I paid off the loan with a wire transfer per AFCU's instructions but the funds were in limbo for several hours with no one able to tell me if the transfer was successful and correct. It finally showed up and it is up to you to figure out their online banking app to transfer the monies from an unrequested savings account to pay off the loan. Then....weeks after the payoff was completed, I received an email advising that the auto payment from my outside bank checking account would be made again, even though the loan was paid off. Swell, more hours on the phone without being able to discuss the issue due to their "security" protocol that fails. I believe that I finally was able to cancel the future auto payments online but I am not certain because no one will discuss my account over the phone. Overall, if you want to waste hours on the phone and turn a pleasant day into a fist fight, use AFCU. read more

America First was/is the finance company for a ATV/side by side we purchased. I was required to provide insurance, which I forgot since the vehicle was garaged and not being used. They sent me a reminder and I promptly procured the insurance. It was a few months after the purchase, but they are now trying to charge me for the 78 days I was not insured. They are charging me a prorated amount based off of a master policy they have in place for all of their uninsured customers. The amount they are charging me is more than my annual premium. They are unreasonable and just bounce you back and forth on the phone. No one was willing to work with me. I just want a fair dollar amount to pay. I am not disputing that I should pay something, because I did forget, but they refuse to work with me and basically told me tough S$%t. They are out nothing, no claims filed, the ATV is still in perfect condition, yet they still want to screw me on this. I would caution anyone from using them because they make everything difficult. read more

Absolute garbage. Incompetent employees, ridiculous wait times if trying to contact via phone call, not following up on promises made. Do not bank with these dummies read more

If there were a rating lower than 1-star I would surely use it. I made a CASH deposit with one of their partnered credit unions. America First is holding the CASH for 9-days because they said it was placed in an envelope and need to be verified. I went to the Credit Union where I made the deposit and the branch Manager told the America First Supervisor that their ATM doesn't even accept envelopes and that their ATM not only counts, verifies the cash it also will reject anything bills that are counterfiet. America First will not budge on releasing the hold on my funds. This acct will be closed tomorrow and I will refi my loans - DO NOT TRUST THEM WITH YOUR FINANCIAL NEEDS. read more

If you open an account here, you better keep an eye on it. If they think no one is watching, they'll close the account and take the money. No recourse, gone forever. read more

America First is the worst credit Union. I've had many minor issues with them over the years that I could look past. But when a fraudulent charge to Amazon was made on my account I reported it, and their response was that I had made purchases on Amazon before so it was probably me and they weren't going to do anything about it. Ugh! read more

you can never get through to talk to a real costumer service rep if you need help. worst automated system I've ever had to deal with! every time I have to call I'm annoyed and get no where, except more frustrated for a total waste if my time. sure wish they would do better at customer service! it should be there #1 priority! read more

My Wife and i have a RV Loan with this bank. We moved to another state, and had to register the vehicle. Due to its financing we obviously dont have the title so before going to DMV i needed the lien holders Address ( america first). When i called the call center the young lady on the phone told me i needed a state to to state transfer request, to get that info. My wife works with the DMV here, and she said that was untrue, so i challenged the lady about this, and she told me that my wife was wrong. Needless to say i asked the lady for her managers number & name so that when i got back from waiting in line at DMV, and that i was not needing this State to state Transfer, i wanted someone to freak out on. She refused to give me the address and the managers name and number. I went to DMV AND LOW AND BEHOLD I DID NOT NEED THIS transfer, and waited at DMV for hours for nothing. I contacted the bank and got a manager and within seconds he gave me the Address and claimed he had no idea why the lady put me through this. I have 5 accounts, thousands of dollars in CDs with this bank, and even without being a customer we/us should not be lied to or misled by lack of training or laziness. I called and filed a complaint, and i have a copy of said complaint and i have asked for follow up from a manager and still nothing has taken place. I will be removing all my money and taking my home loan elsewhere! No apology was ever mentioned, i was treated as if this was my fault. DO NOT START A RELATIONSHIP WITH BANK!!! I will upload the complaint taken by america first so you can see the facts. read more

The name of this company should be America's LAST credit union. We have a vehicle financed with this company (not by our choice), when my husband called to inquire about making extra payments or payments more than what is due he was told anything extra paid is directed towards principal (mind you every time we have called it's been over a 20-30min wait time). Well what they said and what they are doing is two different things, what they are doing is taking all the extra money we have been paying and applying it to the interest, not the principal. When he called today, after another 20+min wait time, he was told because he pays more than what is due and sends in extra payments it's automatically applied to interest. When he attempted to explain that is not what he was told by a different representative, the one representative on the phone, rudely interrupted him from speaking and asked him, "Is there anything else I can do for?" What a crock...we are now going to be re-financing our loan with a different company who does things right and applies any additional money paid towards a loan to principal, not interest, a company that doesn't steal our money. read more

After 25 years of being a member of America First Credit Union, I am done with them! I'm physically disabled and have been unable to work for the past 30 days because I'm recovering from injuries sustained in a fall in May 2022. At present, the only income I have is short term disability benefits, which is barely enough to buy groceries and pay my utility bills at the current rate of inflation. Consequently, my AFCU checking account has been overdrawn for the past 35 days. After waiting for two hours yesterday to get a callback from a customer service representative, I was hopeful that AFCU would be understanding of my present situation and agree not to close my account and send it to collections for the overdraft amount. WRONG! While the customer service rep I spoke with was helpful and did get some of the overdraft fees removed, she told me I'd have to deposit 1/2 the remaining overdraft amount by June 19th, or my account would be closed and reported to ChexSystems. For America First to respond in this manner to someone who was injured through no fault of their own & is on a limited income is unconscionable. I have always repaid my overdrafts in the past, and I've also had several auto loans through AFCU since 1996 that have all been repaid in full. I guess 25 years of being a loyal, responsible AFCU member doesn't mean anything to this greedy organization. Don't expect any help from America First if you are sick or injured and unable to work for awhile, because you won't get it! read more

Place sucks won't approve anyone for anything, it's a corporate bank that claims to be a credit union. They don't give two shits about customers just the numbers. read more

I applied for a HELOC with this credit union. The loan officer was useless. I had to tell her six times, over and over, to fix 3 issues in my application. After all those times, she still sent it to me with the third issue not fixed. Then suddenly, 10 days later, I'm told me application was denied because I didn't yet have countertops installed in my second kitchen (which is not a structural issue and it's very strange an underwriter would deny a home loan for that). I had asked the appraiser about this before he came out. The appraiser never answered me, and the credit union never called me. Instead, they canceled the application, didn't inform me, and didn't refund the appraisal. The loan officer then ignored my emails asking to get the appraisal refunded, wouldn't answer my calls. I had to call the main line and sit on hold for 45 minutes to get a person on the line. Then they couldn't even refund the money to my credit card. They told me that they can snail mail me a cashier's check. When I told them, only if you fedex it, they put me on hold again, then never returned to the line. Left me hanging for over 10 minutes, after which I gave up. Since it takes 45 minutes to get a new rep on the phone, I'm calling my bank and disputing the charge. Unless you enjoy that kind of archaic charm, I'd say ... naah. Plenty of good banks competing for your business these days to put up with all that grief. read more

I applied for an auto loan online and was immediately called back by an agent named Kristin from this branch location. She was absolutely genuine and a pleasure to work with! I have banked at Mountain America for over 10 years and have had terrible loan approval experiences and every loan I've done through AFCU has been a complete breeze and easy to deal with. I would absolutely approve this branch to anyone based on my experience with Kristin! read more