This financial institution is inadequately staffed and it takes considerable time to reach anyone via phone or video-conferencing. Staff is generally courteous and frequently apologetic as they are unable to address anything outside of normal banking functions. In past encounters with other banks and credit unions, I had a personal relationship with the branch managers to address systemic issues/problems with their institution. FLFCU seems disinterested in running a more efficient and accountable business. I am constantly disappointed anytime that I have to interface with FLFCU staff, whether that be in person, or via phone (be prepared to wait hours for responses), or via conference calls (equally frustrating). I'm surprised that this institution has been around for decades, yet still seem to trip over there own feet in providing the poorest service I have gotten from any such financial group. Unfortunately, El Paso has a very low bar, so if money isn't important to you, FLFCU may be just the place. If you care about your hard-earned financial resources, be prepared for a world of hurt. read more

They don't offer true assistance during a government shut down. If you're a federal employee, I encourgage you to check out Navy Federal. I was impacted by the shut down so inquired about thier loans. They only offer CREDIT BASED assistance. If you have good credit, you'll be OK....maybe. But if you're not in the greatest shape don't bother with these guys. They don't care about you having the backpay coming to your account as future collateral. No great credit, no help for you! Navy Fed and USAA offer no credit check loans with ZERO interest. Firstlight is still charging interest on thier loans at 4.16% as of today. For a loan you have to take because your job is choosing not to pay you. Just rub salt in the wound. read more

Worst customer service !!! I called 3 times and each time I was put on hold for over an hour waiting to speak to a lender about my car loan, everytime someone would answer, they would tell me let me get someone from that department again back on hold, 3 times I waited. I should of read these reviews first before dealing with these clowns. read more

It turns out I was educated by a Circle K representative that it is First Light Credit Union that withholds money at will. It's a form of sabotage done by passive-aggressive employees. Be careful when you use your bank card. The pump didn't work gasoline didn't come out of the hose. The system held 80 dollars of my money. If I didn't have alternatives, it would have been a hardship. This is not a coincidence; they can really damage people if they need to put gas, and instead, their bill money is held up when they need it most, or can cause late charges. I can understand ten extra dollars or even twenty, but 80? And of course it's blamed on the "system". First Light Credit Union is crappy. I'm closing my account as soon as they return my money after a week as a pending transaction. read more

This is the worst bank I've ever had the experience of working with. I set up my car payment to be split on the 1st and 15th of the month... After paying this way for two years they informed me that technically I've been paying late for two years and need to pay the late fees for each payment. I can't wait till I'm done with them. read more

Always a long wait computer's never work, no one around to help, online is a joke. Let's get back real hu.ans to help your customers.

Just finished paying off a 18K auto loan. I applied for a 2K home improvement loan and was denied!

Using the video teller at the Ft. Bliss branch is a nightmare. Ditto trying to speak to a live person if I call the 800 number. Today the wait time was over 30 minutes and when I finally reached the head of the que a recording said they're experiencing technical difficulties and try again later. I loved the credit union before they went high tech. They pay decent rates on CDs but dependable, personal service no longer exists. read more

it used be a great bank for small businesses, but now they don't have good service anymore. anytime I go have to wait for long time, thinking to change my biz bank account. read more

No, this organization used to service the community, especially the military and military retirees. Now it just serves its management.

I'm disappointed on how long it takes too be seen inside and out. Only two working and seeing employees walking around seeing how long the line is shows how much they don't are for the members. And, just can't believe the wait time. Horrible!!! read more

I finished paying off my car loan and they sent my title to a wrong address. They are negligent at work and I had to followup with my post office for the mail, spend money on gas and making calls. I understand that everyone makes mistakes but no compensation was provided by their customer service, as a courtesy for causing me a lot of inconvenience! read more

Super horrible service. Tried to get a home loan and nobody wanted to work talked to the Mortgage VP and she blamed me for her employee's not doing their job. Now I'm homeless thanks to those incompetence and have to find another bank. And start the process all over. Thanks Doris Bernal, Lorenzo and Addy who helped make me and my family homeless due to their laziness. Don't worry guys it's our fault like you said. I should have pushed you harder and gave you more than 2 months. So again thank you Firstlight for employing lazy people who don't want to work but want to make disabled Veterans and their families homeless. read more

Horrible costumer service, had to wait over 20 min just to get called and the worker was not attentive at all. This place need a change of management asap. read more

Firstlight has really gone down hill. I've been a member since 1987 and the customer service has continually gone down over the last few years and i'm not talking about the pandemic, it was bad before that. I just went in today and everything is automated like Evolve. So in other words, even worse customer service if your lucky enough to talk to a person at all! Rethinking my reasons for being a member anymore. I don't know why they're bragging about the upgrades , It's less personal and I don't think they really care about the members. Navy Federal has always had good customer service maybe I'll take my business there. read more

Horrible! They let someone who wasn't my dads primary just go in and get a card wiping my dads account out claiming he's was coherent. The man was diagnosed with dementia 4 yrs ago bank has his records now they're trying to cover up their wrongs by making 101 excuses. Saying they never issued such card amd even saying it was me.on camera taking out my father's money after I went to address the issue. They wrote their own statement which I wasn't allowed to get a copy, saying it'll take 48hrs to get an answer from Theo uppers as to release the paper work. read more

OMG, I WAS THERE WITH MY SON FOR ALMOST 3 HOURS TODAY. I DONT KNOW HOW HOW FIRST LIGHT WAS RATED BEST IN THE BORDERLAND !! My son needed to get signed up to make an automatic rent payment once a month. They took him to a room and he was assisted by a telehelp lady on a screen. She set him up to do that. He sat there after she was done waiting for someone to come back and assist him to get a debit card and ATM card. Waited ,waited, I was sitting in waiting room. He texted me and asked "where did that lady go that brought me in here "? I said I don't know. He came out sat down beside me and said well I did get signed up to make the payment but was told in order to do that I need an ATM card but I also need a debit card but no one came back in. Sooooo another lady came by and he told her what he needed and he had to start the process all over again. In the meantime a very nice gentleman asked me if I needed help because he had seen me sitting there before and after his break. We joked ,he checked on my son and said he must be getting signed in. I'm still sitting there and mind you they are remodeling, hammering and dust flying ,the place is packed. In the end I'm the LAST PERSON THERE. MY SON HAD TO GO STAND IN THE LINE TO GET THE CARDS ,AND THE ORIGINAL LADY WHO HELPED HIM IGNORNED HIM. WHAT A WASTE OF TIME. I WOULD NOT RECOMMEND THIS CREDIT UNION. THE ONLY REASON HE HAD TO GO THERE IS BECAUSE THE OWNERS OF THE PROPERTY BANK THERE. If you have plenty of time to waste go there!! Regards, BL 360-526-1051 read more

One of the worst credit unions I have encountered. I had a auto loan with them, and I couldn't go online, cause all I get is a we can not register at this time, sorry about the inconvenience message. So I call and I get for 2 hours because of covid issues there is a high call volume! Really???..COVID, that is over now, you can't use that anymore. and they have me on hold for nearly 2 hours! Then to top it off if you do not have an automatic payment and wanted to make an extra payment they throw in a 15 dollar fee. Who freakn does that?? So bottom li read more

I've been with the credit union since 1975. They are always helpful regardless of the issue. They were there for me when my wife passed away 2 years ago, helping close accounts, make fund transfers, opening new accounts and helping to keep my sanity through the whole process. Yesterday they were there again, late in the afternoon for funds transfer and calling me the following day to let me know it was completed. On a personal note, I wanted to thank Julie, great manager, and Gloria, an excellent employee who does her best to please. Thank you for the help. read more

awful, never shipped title and told me they did. its been two months and I still can't register the car. never would recommend. takes an hour just to get them on the phone then they hung up on me. read more

Worst credit union I have ever been a member at. The customer service is atrocious. $15 inconvenience fee to pay my auto loan? Robbery. Only call in because the website is a nightmare to access let alone navigate. When i call by phone i have to block off at least an hour to deal with their nonsense questions in an attempt to resolve an issue. Give you my address three times? 20 questions for account validation? Threatening to withhold my auto title because of a ten dollar undisclosed fee I had not paid. Still haven't received my car title it's been over a month and i am dreading the call in. Save yourself a ton of heartache and distress- DO NOT DO BUSINESS WITH FIRSTLIGHT FCU. The saying goes.. i wouldn't wish this on my worst enemy. Well, I do. I hope all the crappy people in this world get stuck with Firstlight, you deserve it. :P read more

One of the worst banks i have dealt with in my entire life. They want 15 dollars extra to pay your auto loan every month for a convenience fee no matter what payment method you use. They do not do automatic payments from your banking account using a routing number. The bank is not up to date with technology. Also, if you forget your account number i was told that there is no way they can look it up. I drove one hour to pay my bill and forgot my account number. Do yourself a favor and find another bank with less hassle! read more

Recently applied for an auto loan with the expectation I would hear from them in 1 business day but never heard back from them. Went with Chevron FCU for my auto loan. When I followed up with FirstLight asking why I didn't receive a reply , they wrote back 2 business days later, even though the site states 1 business day for a reply, and informed me they are busy and loan applications might not receive a reply for 2 weeks. They should let the customer know this before they waste their time and get hit on the credit score with a hard inquiry. read more

This credit union pretty much enjoys robbing you. This has been an absolute nightmare and the website is so difficult to navigate. Almost makes you wonder if it's that way on purpose just so you can pay the $15.00 transaction fee over the phone. Awful. I'd give it a 0 star review if I could. read more

Caveat emptor! Ghastly abysmal customer experience! I had banked with this CU for upwards of 8 years actively, but decided to keep my account open with a balance when I moved away to another city. At no time was I made aware through mail or their online account access that accounts without activity for a year is placed in a "dormant" status, which allows them to begin chipping away at my money with fees. With everything being automated through computers, how can a "community" banking institution justify charging an inactivity fee when essentially zero cost has been incurred through a lack of activity? The final straw was having my check being rejected and another $30 fee charged from this FCU, which in turn caused another $9 fee to be charged from my new bank, because of this dormant status. I'll be wrapping up closing my account with you. Good bye and good riddance! read more

I was trying to deposit a check and my bank in NH said that this one was a shared branch. I usually do my banking online, but had to make sure my account had some $$ in it so that I check I wrote didn't bounce. Smoothest experience I've ever had at a bank. There was a line, but I was in and out in less than 10 min. Might even set up an account with them just because of how easy it all turned out to be, read more

I was with this credit Union die over 15 years. I got a cake the other day telling me that my account was going to be closed. They know I get a monthly amount deposited, but since they allowed the overdraft they want to try and make me come up with money within 24 hours or face the fact that I'll no longer have an account. I asked well why didn't you contact me at about this but they couldn't answer that. Where is any loyalty to the account holders whatsoever??? I'm done with most Banks anymore. read more

I have been with this credit union since it was Fort Bliss Federal Credit Union. Now as FLFCU, it is doing the same as banks. I used to not pay for Notary, Cashier Checks, Traveler Checks, also call an inquire about my account, but now there is a charge for everything. No matter how much you have in saving and all other accounts. We are also paying for a parade funded by the credit union-(members). They blame it on the board, but all they do is go along and not make waves. Anyone against is out voted, I have spoken to some of them that no longer wished to run again. Do away with the parade and pirts and give us back what we used to have. read more

I am a car dealer, this credit union financed a truck for one month of my customers and will not pay us. They owe us $18,864.06 and we can't get a hold of anyone. They have asked for lots of forms most banks don't ask for and after sending the documents over 2 weeks ago Alma said she would send the funds and we have yet to see anything. Please fulfill your guarantee (bank draft) and pay us!!! This has been going on for 2 months!!!! read more

I had the worst experience in my life with this bank. I live in Germany and I have to manage my mothers account from here, having a Power of attorney. They blocked urgent transfers and wouldn´t tell me the reason why. I´ve spent days to talk to the service, their just useless. Now they promised me to send an E-Mail yesterday...notrhing happenen. This incompetence is going to cost me a lot of money!!! I can NOT recommend this bank at all. Continued on 5/1/18 They send me Emails saying everything will work fine from now on.A few days ago I made a transfer of $150, that was confirmed by mail. Today another Email arrived telling me that the money was not tranfered. A reason was not mentioned. This bank is useless as a bag of full of flea. It ain´t service, it´s torture!!! read more

I have been waiting to be removed from a credit card of my deceased husband . I was always an associate card holder yet when I went to purchase a home this credit card is being reported on my credit report as if I was the card holder. After informing FirstLight of this they reassured me that I was only a associate card holder and it should not be on my credit repor. I sent them a copy of the report and they said they would take care of it and call me back. I have called them on numerous occasions only to be told they are working on it and there's nothing I can do but wait. When I called back and asked to speak to a manager I was told no one could assist me I would have to wait to be contacted. This is not my first problem with this establishment only the most recent. I have never been so frustrated with a bank in my life. First they took my money out of my account for months for a loan and the loan was insured. When the insurance paid the loan off they took the overage and paid it on a credit card bill when it was clearly my money. I had to call them and argue to get my money out back into my account and now this. My next step will be to go talk to a lawyer. read more

We've had this account for about 6 years, had never gone negative, this last time they decline a payment despite the fact that we had enough money in the account, because "we always have to have $5 available; not only did they decline the payment but they also charged a 29.99 fee twice. We called customer service to try to get some help and they were extremely rude, my husband got so mad that he said he wanted to close the account and they said ok and he was transferred to a voicemail and was never called back. After calling back again he was given 1 overdraft fee back but that was all they could do for us, and they told him they cannot pay the bill even if he has the money available because he always had to have 5 dollars in the account. Who had heard of this?? I have other bank accounts and I know other banks charge an overdraft fee but they pay whatever goes in.. read more

Only if there were a lower rating FLFCU would surely get one, the online update is a mess, trying to reset my password for the last two days, I called yesterday and was number 49, today I called and it said 103, once I pay off my loan I'm switching banks, try a more competent Branch. Been having to have my online account unlocked, would figure after the 8th unlock they would understand their system but still no access, thank you FLFCU read more

Poor customer service. My father had an account, when he died unexpectedly of course I wasn't supposed to have anything to do with his account . I was his power of attorney when he was alive, anyways,he got a refund check after his death and I tried to just deposit it. I understand I can't do anything to his account, but the clerk told me " oh, there's something else about this account, but I can't tell you because you aren't authorized" Really? That's just great, now I have something else to worry about. The money in that account was for his final expenses. I have his will, they don't accept wills these days. So now my Dad's ashes are in a chest in my living room. Not in California next to his wife. Rude rude people at this bank! read more

Worst bank ever. Horrible customer service. From the moments you have any contact with anyone they are rude, have no customer etiquette or have any consideration for their customers. Go to another bank!!!!!! Idk how these people got hired. read more

scam rip off , their system mistake returns already spend funds to my account causing me to over spend then they charge me a fee for it , they are a total rip off , this is not the 1st issue i have had issues with this place since i 1st opened an account with them ! they will rip you off steer clear! read more

If you planning on using the drive-thru and arrive 30 minutes, causing yourself to be the first in line. Brace yourself, the tellers will take care of Mexican nationals before you, even though they sat there for 30 minutes watching you nd everyone else arrived after you did. read more

At first light I am always greeted at door from a sunshine person, like the personal business I get, after opening my first account there, I knew where I was going to open my next business account, The online banking so easy for, me I can keep up with my account on regular business. All my client's know how to share branch from Washington State to San Antonio, TX wherever they may be! So easy, banking simplified. read more

For many years, this bricks & sticks (also online!) stalwart has supported the El PasoTX/Las CrucesNM/Cd.JuarezMX/entire region with many community activities such as the Thanksgiving Parade, Diablos Baseball, Susan G. Komen, and more. Of course, their primary focus is assisting people with their money, and, as the name implies, soldiers from the growing Ft. Bliss BIggs Field/White Sands Missile Range are their first clients though nobody is refused fine service. The name 'First Light' is military, specifically Army, and that is when they (the soldiers) have already gotten into their duties of the day. However, you can be assured that this financial giant works round the clock for you. This is one of the safest and most secure institutions to keep your funds and to watch them grow. One of the specific services I was able to take advantage of was a retirement seminar run by Phillip & Alex in a private room at Golden Corral. The food was delectable, but the information was even better--one absolutely must think about the future, whether later today, tomorrow, and definitely next year or decade. This is just one of the services provided; to learn more, go to their website or show up in person. Please tell them I (John Eyberg aka Juanito Hayburg aka BIKERJOHN) sent you! read more

Horrible service. Always a perpetual exercise in frustration when attempting to complete simple banking transactions. I highly regret opening an account with this institution. Only use them when all else fails. Only use under duress. read more