ComplaintsforAndrews Federal Credit Union

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Andrews Federal chareged me 7 $32 RTN ACH fees. The issue was a technical issue with my ****** account that I have since resolved. I spoke to Andrews customer service multiple times and they have denied refunding me the fees. The charges were automated charges and a fraction of the fees they are charging me. My account is in good standing and I've never had an overdraft previously. I've been a customer for over 20 years and can't believe they would treat a loyal customer in this regard.

  Business response

  07/24/2023

  July 21,, 2023

  Dear *** *********,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated July 5, 2023 we conducted an investigation, and here are the findings:
  
  From June 20, 2023 through June 23, 2023, you made purchases using ****** and used your Andrews Federal Checking account to pay for those purchases. In your claim, you referenced technical issues with your purchase. Our Investigation showed that the checking account used did not have enough funds to cover the items.
  
  You called our member service team and on June 28, 2023, you were issued 2 fee refunds for a total of $64, as a courtesy. On July 7, 2023, based on your Andrews Federal relationship, even after the courtesy refunds, we were happy to inform you of an additional 50% of the fee refunds from your ****** purchases, totaling $80 additional. All refunds are reflected in your account as of July 7, 2023.  
  
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 

  Director of Sales and Service
  

  Customer response

  08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  While I do appreciate the effort thus far, I'm still out $80 and have been unable to connect with the director assigned to my complaint.  I'm requesting full refund of the *** ACH fees.  I've had to make multiple calls, escalations, and email to even get a response from the credit union, which only happened through this BBB format.  I continue to be disappointed with the level of customer service.  Please return the unfair *** ACH fees so that I can move on as a satisfied long time loyal customer.  
  
  Regards,
  
  *************************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history. Please remove this derogatory/chargeoff from my credit report.

  Business response

  07/24/2023

  June 28, 2023

  Dear ***** *********,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated June 1, 2023, we conducted an investigation, and here are the findings:
  
  We can confirm that both your car loan and credit card were charged off for nonpayment on April 25, 2019 and February 22, 2019, respectfully.
  
  To this date, we have not received your request to activate your rights under SCRA for active military status. We identified your potential military status in our collection efforts, and only as a result of your military status, we placed the repossession of your vehicle on hold on August 28, 2018. Please note that your vehicle entered into a charged off status on April 25, 2018. 
  
  As of April 25, 2018, the loan note amount exceeded the value of your vehicle including the legal fees for the claim, and delivery/ replevins.  
  
  As a reminder of previous activity, your account was previously in collections due to lack of payment since May 6, 2015, and your vehicle was previously repossessed on September 27, 2016. 
  
  If you would like to discuss this further, please reach out to me at ###-###-####.
  
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 
  
  ******* ****
  Director of Sales and Service
  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I closed my account because I believe someone in bank was stealing my money and they are trying to file against me when I was hung up on by supervisor when I complained

  Business response

  06/05/2023

  Response to Case for * ***** # ********

• Initial Complaint

  05/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Between April 15, 2023-April 20, 2023, I noticed fraudulent charges posted on my checking account. I disputed charges as soon as I noticed. On April 28th, I received a message from Andrews FCU Card Experience stating that it was on me to reach out to the merchants that I never visited to request a refund. Upon asking how to proceed, I was directed to utilize the corporate customer feedback portals for the restaurants in question. After completing this step, **** **** never responded to any submissions, and ********'s closed my complaint after redirecting me to my financial institution. Andrews FCU Card Experience was notified of this via email on May 9th, May 10th, and May 11th. Additionally, I contacted Card Services (seemingly a third party utilized by the credit union), in order to ask about mailed letters that I received from Andrews FCU stating that it was determined that the card being used was not an error, and that documentation used to make the determination would be provided upon request. Card services was not aware of fraudulent charges being disputed on my account, and I was once again redirected to the Credit Union itself. I have made Andrews FCU aware of this in yet another follow-up email on May 11th, and have yet to be given a response.

  Business response

  06/30/2023

  June 15, 2023
  
  Dear *** ******,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated May 11, 2023, we conducted an investigation, and here are the findings:
  
  On April 19, 2023, you contacted Andrews to report unauthorized transactions from ********* and **** ****. This claim included 9 transactions for a total of $175.21. The following day, April 20, 2023, an additional claim was received via Online Banking indicating 2 ********’s transactions identified as unauthorized. The total of this claim was $12.45, for a combined claim total of $187.66.
  
  The completed dispute form was received on April 20, 2023. 
  
  On May 11, 2023, upon further investigation of the claim, it was determined these purchases may have been performed with a counterfeit card and as such, the claim was accepted in your favor. A final letter with the updated outcome was generated the same day and sent to you. Final credits in the amount of $187.66 have been awarded to your checking account. 
  
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 
  
  ******* ****
  Director of Sales and Service
  

  Customer response

  06/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Andrews FCU acknowledged the error and refunded me in full for fraudulent transactions.
  
  Regards,
  
  *********************
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 25th 2023 I went to the Andrews Federal Credit Union online banking app and discovered that $638.83 had been taken from my account by a ********* in Coral Gables Florida, but I was in Atlanta,Georgia and had not been to Florida that weekend. I immediately (4/25) filed a dispute with member services to I get my money back, I also requested a new debit card and gave them the preferred address that I would've liked the card sent to. Then I called Andrew's Fraud Department as directed and asked them to put in a dispute of the charge. I also gave them my preferred address and too they said that they would call me back. I did not receive a phone call back, so I reached out to the fraud department again on May 2nd to inquire about my card and the status of the dispute. At this time I was told my card was requested but not generated and that they would generate a card and request that it was expedited. On May 8th I followed up with Andrews for the status of my card and was told that it went out, but not to the address I requested, which means that at this point I have been without a debit card for two weeks. To avoid another week with out access to my money, I requested that my money be withdrawn from the account and the account closed. I was told by the member services rep that I would receive a phone call before the funds were withdrawn and the accounts closed, to verify where I wanted the funds sent. On May 9th, I went to check the banking app and follow up on my original dispute and I no longer had an account with Andrews. I was told that the accounts were closed pre my request but because no one called me: - I am unsure where my money was sent to. - I am unsure if the institution is still working on my dispute. - I do not know where my direct deposit is going this week because it was routed to Andrews. - All of this could have been avoided with a phone call and communication.

  Business response

  06/30/2023

  June 16, 2023

  Dear ******** *********,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated May 15, 2023, we conducted an investigation, and here are the findings:
  
  Your claim was received Saturday April 25, 2023. A dispute form was sent to you and provisional credit was scheduled to post to your checking account, on May 10, 2023.
  
  On May 10, 2023, we received notice from our internal team that you requested that the depository account be closed. We advised that the account would need to be reopened and remain open during the dispute process. The transaction itself appears to be an internet purchase and does have chargeback rights.
  
  A chargeback request was sent May 12, 2023, in the amount of $638.83 from **********.

  Your share account received provisional credits on May 16, 2023. Please understand that as part of the dispute process, finalization of the chargeback would be up to 60 days. If the merchant should represent, it could take up to 120 days. This is an “active” dispute that is still in process, and therefore, we ask that you continue to maintain your share account open until this case is resolved.
  
  Please feel free to contact me directly to answer any additional questions you may have.
  
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you.
  
  Sincerely,
  
  ******* ****
  Director of Sales and Service

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I called Andrews Federal Credit Union to inquire about a car loan. I spoke with **********************. I informed her that I am in the process of buying a vehicle and due to the shortage of vehicle at the ******** Auto Sales, the dealer runs a raffle for all interested buyers and whoever wins gets to buy the car. One of the dealer requirements is to have a proof of funds which can be provided either by a check or by an loan approval letter from a financial institute. I told **** that I need the approval letter soonest today or I may lose the opportunity to buy the car. I clearly informed her that I will not apply for the loan if I cannot get the approval letter same day.. By the way, most bank approve loans in minutes. Anyway, **** said I will have it to you today, the worst case I will have it to you first thing tomorrow. I informed her that I have to have the letter today and I told her that if there is any issue she has to call me before the end of the day or I just not going to apply for the loan and pay for the car by a check. Anyway, she did not call also did not call the next day. I called Andrews back the next day in the afternoon. The lady I spoke to, said that there is no decision was made about my loan application and that **** is in a meeting. I told her that I don't need the loan at this point and for her to ask **** to remove the credit check from my credit report since I told **** clearly I do not want apply for a loan if I cannot get an answer same day. Anyway, **** sent an email later on with an approval letter. again, it was too late. I asked **** and her Manager to remove the credit check from my report they decline. Her manager (******) said that **** is new and that the credit check will not effect my credit score. ****** and **** were professional and respectful; however, they did not do the right thing. **** made a mistake promising that I will get an answer same day or even her worst-case scenario, first thing next day and I'm paying for it.

  Business response

  06/06/2023

  May 18, 2023

  Dear **** ********,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated May 10, 2023, we conducted an investigation, and here are the findings:
  
  Your request to apply for an auto loan was completed in its entirety on April 25, 2023. Your request to apply for credit includes giving consent for a credit report inquiry. The application was decisioned on April 26, 2023 as part of the application process, and you were notified on April 26, 2023. On April 26, 2023, you shared that you were not moving forward with the vehicle purchase, and would like the inquiry removed. This is not possible as you completed an application for credit, and according to the Fair Credit Reporting Act your credit report may be pulled for credit application considerations. Ms. Blankenship, from our Retail team, reviewed how credit inquiries work when she spoke with you on April 27, 2023.

  We will be happy to review this again in detail. You can reach me directly at ###-###-####. We look forward to hearing from you.  
  
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you.
  
  Sincerely,
  
  ******* ****
  Director of Sales and Service

  Customer response

  06/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 1- the bank failed to provide a resolution. they claimed that they cannot request a removal of a credit check; However, the credit bureau, informed me that Andrew Federal can request the removal of the credit check.
  
  additionally, like everything Andrew Federal does it took them over 2 weeks just to answer the BBB inquiry. 
  
  Regards,
  
  *************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told that my *** CD accts were placed in dormant status without my knowledge.I was told I would receive a call to activate the accts.Call never came.Numbers attempts to reach a live person have failed. Calls are put on hold and then did connected.

  Customer response

  05/10/2023

  ***** ***** *** ******************** ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** *** ** ***** ************* * ******* ************ ** ******* ** **** ********* ********** *** ****** ******** ****** ***********************************
  
  
  This is old. The issue has been resolved with help from ****. Please close. 

• Initial Complaint

  04/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MY ACCOUNT HAD FRAUDLENT CHARGES ON IT AND ANDREWS FEDERAL CREDIT UNION NEEDS TO PUT IN A REQUEST TO ALL CREDIT REPORTING AGENCIES TO HAVE THIS TRADELINE REMOVED FROM MY CREDIT REPORT I sent you the POLICE REPORT, FTC AFFIDAVIT AND DISPUTER LETTER? ANDREWS FEDERAL CREDIT UNION - XXXXXXX Section 605B states that if A account is the result of identity theft, then it must be removed from my credit report. THIS REQUEST HAS NOT BEEN MADE IN ERROR I DID NOT OBTAIN POSSESSION OF GOODS I DID NOT RECEIVE SERVICE OR MONEY AS A RESULT OF ANY TRANSACTION ISSUE.

  Business response

  06/05/2023

  May 18, 2023

  Dear ******** ******,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated May 9, 2023, we conducted an investigation, and here are the findings:
  
  To date, we have no record of a request or documentation from you to remove or initiate a fraud claim case. On May 24, 2023 we reached out to  your mobile phone (insert number) , and after identifying ourselves the call   was disconnected. We attempted to call back, but there was no answer.
  
  We stand ready to assist you with your case, please reach out to out us at ************.
  To best expedite this for you, please submit the copy of the credit report that you reviewed the information from, your copy of the FTC affidavit and the police report. Additional information may be required.
  
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you.
  
  Sincerely,
  
  ******* ****
  Director of Sales and Service

• Initial Complaint

  03/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In January or February of 2023 I received a letter from Andrews Federal Credit Union indicating that their ACH method of pulling payments was temporarily discontinued, I guess due to technical issues on their end. We were to use bill pay from our end to send payments. This issue was also all over their website. I went ahead and made a payment for the month of February, 2/14/23 to be exact. On 2/17/23 AFCU took a payment, even though they said they were not able to do so. This resulted in a double payment of my car loan for the month of February. I immediately called and told the agent what had occurred and that I wanted the 2/17/23 payment adjusted so that it would be applied to the March amount due. The agent indicated that he would contact the back office to make that adjustment and that they would call me back. Well, I never got a call back. On March 17, 2023 AFCU took another payment which caused my checking account to be over-drafted. I called again on 3/18, waited an hour before someone answered and told the agent that I want a refund of that money in order to make my checking account whole. He basically told me the same thing the other agent told me a month ago. If no one calls me back by 3/20, I should call back. I don't have much confidence that I will get a call back and It is a shame that AFCU informed of an issue with their ACH when in fact there was no issue. They have caused great confusion for no reason at all and they've caused me a financial hardship. I am simply requesting that my money be refunded.

  Customer response

  04/21/2023

  From: ***************************** <*******************>
  Date: Thu, Apr 20, 2023 at 4:23 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Please note that this issue was finally resolved..
  
  **************************;

• Initial Complaint

  03/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a member of this bank thru my deceased husband over 20+ years but didn’t use the accounts because they don’t have branches in Florida. Approx 2 months ago I discovered thhru ****** ***** that there had been two Andrews Federal Credit card fraudulent credit card charges which ofcourse I disputed and they were removed. I had not used the account (checking, savings and credit card) since 2018. On 27 February. I closed all accounts. They then proceeded to notify all credit reported agencies of an overdue account and sent me an adverse action notice dated 27 February - stating THEY cancelled a line of credit - and judging from the contents of this notice that “if you have any information that would assist us in more favorable evaluating your line of credit”- they claim they refused a line of credit??? I never requested a line of credit! I cancelled my accounts with them including the credit card! That is all. They returned the remainder of the savings account and that should have been the end of our business relationship. My credit score went down 52 points for absolutely no reason.

  Business response

  04/28/2023

  April 26, 2023
  
  Dear ********* *********,
  Thank you for your recent correspondence to the ******** ****** ***** ************** (****).
  Upon receipt of your correspondence dated April 6th, 2023, we conducted an investigation, and here are the findings:
  Once a line of credit is closed, Andrews automatically sends an adverse action letter to the member to confirm the transaction. In the case of your line of credit, the coded reason for the closure was “Account closed at consumer’s request”. We can confirm that we did not provide the credit bureaus with late or derogatory information on your line of credit.  
  Regarding the drop in your credit score, we can refer you to the www.annualcreditreport.com site to request a copy of your most recent report, which will include credit and payment history, and may help explain the difference in scores. We can confirm once again, that we complied with your request of closing your credit line. This is the only information the credit bureaus would have received from Andrews. 
  As part of this investigation, our Vice President of Debt Management Solutions, ***** *******, left you a voice message on April 4 and April 10, 2023 hoping to reach you, but was unable to make contact. We are always available to answer any questions, and would like to connect with you should you need additional information.   
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 
  ******* ****
  Director of Sales and Service
  
  

  Business response

  05/11/2023

  April 26, 2023  
  Dear ********* *********,  
  Thank you for your recent correspondence to the ******** ****** ***** ************** (****).  
  Upon receipt of your correspondence dated April 6th, 2023, we conducted an investigation, and  here are the findings:  
  Once a line of credit is closed, Andrews automatically sends an adverse action letter to the  member to confirm the transaction. In the case of your line of credit, the coded reason for the  closure was “Account closed at consumer’s request”. We can confirm that we did not provide  the credit bureaus with late or derogatory information on your line of credit.  
  Regarding the drop in your credit score, we can refer you to the www.annualcreditreport.com site to request a copy of your most recent report, which will include credit and payment history,  and may help explain the difference in scores. We can confirm once again, that we complied  with your request of closing your credit line. This is the only information the credit bureaus would  have received from Andrews.  
  As part of this investigation, our Vice President of Debt Management Solutions, ***** *******,  left you a voice message on April 4 and April 10, 2023 hoping to reach you, but was unable to  make contact. We are always available to answer any questions, and would like to connect with  you should you need additional information.  
  Thank you, again, for bringing your concerns to our attention and for giving our team the  
  opportunity to serve you.  
  

  Sincerely,  
  ******* ****  
  Director of Sales and Service  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩