Utah First Credit Union

UPDATE TO THE PREVIOUS REVIEW BELOW
I received a prompt message back from UFCU personnel who sought to understand the issue I’d had, arranged to reverse the fees, and are helping with corrective changes. (Better agent training in the near-​term and possible future website changes to more accurately present info or message customers when they have a balance due.)
I’M IMPRESSED AND PLEASED! The response was prompt and fair and they’re seeking to address the core issue so others don’t have poor experiences.
MY FAITH IN UTAH FIRST’S RESTORED!!! (Thanks Maquel!)
************
(PREVIOUS REVIEW)
I’ve done business with them for years and had always liked their small, personal approach.
Recently I’ve had multiple unfavorable experiences and been charged fees due to inadequacies with their website which they’ve been unwilling to address. Most institutions take responsibility for their products and any errors related to them and will «make things right» with their valued customers, but that’s not been my recent experience with Utah First Credit Union.
My first incident stemmed from being charged interest fees on a Visa card when their website showed $ 0 owing, $ 0 due under Visa account, but their systems are apparently not in sync and users would have to know to ignore what the website says under Visa Balance & Balance Due and know to click on an obscure link under: «Services» then «Loan Payoff» to see if they ACTUALLY owed anything.
The most recent experience was paying off my Visa balance in July and because of my previous experience where they charged fees and wouldn’t waive them, I called UFCU to speak with an agent to make sure I wouldn’t be charged any interest and they assured me I’d paid everything in full and there wouldn’t be any interest charges. Just to be sure I kept checking their website Visa link ($ 0 balance, $ 0 due), and the link under «Services» then «Loan Payoff» («No qualifying loans on your account») so I thought I was fine. August came and no bad surprises so I thought they’d gotten it right this time. In September I’m charged $ 21.83 in interest fees! When I called to explain the situation, they seem unwilling to accept any responsibility or to reverse the charges. TOTALLY UNACCEPTABLE CUSTOMER SERVICE!!!
I’m waiting to see how this turns out, but I think they’re on the path to losing a long-​time, loyal customer over their inability to: 1) fix basic flaws with their website, and 2) empower their customer service to use some common sense and do the right thing for their customers. (All this over $ 22 !?!)
VERY DISAPPOINTED!!!