Complaints

This profile includes complaints for Andrews Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Andrews Federal Credit Union

  5711 Allentown Rd Ste 13 Suitland, MD 20746-4547

  
• 

  Andrews Federal Credit Union

  2200 Mount Holly Rd Burlington, NJ 08016-4100

• 

  Andrews Federal Credit Union

  PO Box 4000 Clinton, MD 20735-8000

  
• 

  Andrews Federal Credit Union

  2200 Mount Holly Rd Burlington, NJ 08016-4100

• 

  Andrews Federal Credit Union

  2200 Mount Holly Rd Burlington, NJ 08016-4100

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 13 while attempting to pay the vendor, and I ran into a system error of the merchant that would not allow me to process other methods of paying. By default, the only card that worked was my Andrews Federal Credit Union Card. Upon arriving home I called Andrews Federal Credit Union to explain and I advised that my balance was low and funds were already transferred to avoid overdraft. I was told there was nothing they could do They could not make a note my account, and I had to wait to be Possibly overdrawn and then to have fees removed. I was charged $32 dollars twice and then they processed the deposit. Andrews Federal Credit Union repeatedly charges Fees overdraft fees in spite of having not processed the same-day deposit. Then runs the transaction twice generating another fee and will not make adjustments because it was not their " bank error "Statement Description: NOV 14 2023 Entry Class Code: WEB ACH Trace Number: ***************/Withdrawal Priv Pay Fee Amount: negative thirty two dollars $32.00 NOV 14 2023 Entry Class Code: WEB ACH Trace Number: ***************/Withdrawal Priv Pay Fee Amount: negative thirty two dollars $32.00 NOV 14 2023 TYPE: TRANSFER ID: **** FT CO: **** SAV-INTRNT NAME: A ******************* Entry Class Code: ****** Trace Number: ***************/Deposit ACH A ******************* Amount: five hundred dollars+ $500.00

  Business Response

  Date: 12/19/2023

  December 13, 2023

  Dear *** ****** ***,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated November 30, 2023, we conducted an investigation, and here are the findings:
  
  On November 13, 2023, debit card transactions declined due to non-sufficient funds. No fees were assessed on your account.
  
  Your account had a negative balance when the automated debits posted to the account on November 14, 2023 at 5:06am. This caused your privilege pay to cover for those automated debits and ensure these were paid and not returned.  In the afternoon of November 14, we received the automated credit of $500.00 from ****.
  
  As a courtesy we have reimbursed fees totaling $64 due to the privilege pay use.
  
  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
  [email protected] 

• Initial Complaint

  Date:11/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep disappointment and frustration regarding my recent experience with your lending department. As a member of the credit union, I was eager to secure a home equity loan from your institution, given your reputation for providing competitive rates and excellent service. However, my experience in attempting to obtain this loan has left me profoundly unsatisfied. I initiated my application for a home equity loan approximately five months ago. My decision to choose Andrews I am writing to express my deep disappointment and frustration regarding my recent experience with your lending department. As a member of the credit union, I was eager to secure a home equity loan from your institution, given your reputation for providing competitive rates and excellent service. However, my experience in attempting to obtain this loan has left me profoundly unsatisfied. I initiated my application for a home equity loan approximately five months ago. My decision to choose Andrew’s Federal Credit Union over other financial institutions was largely based on the competitive rate that was initially offered by your institution. To my surprise and disappointment, my application was recently denied after a lengthy period of waiting. Three months of that period was due to someone not following up with the Title department. During the extended application process, I was made to believe that my loan request was approved. It was only at the end of this arduous journey that I was informed of the denial. This experience has not only been frustrating but has also led to significant delays in my financial plans and decisions, which were contingent on securing this loan. This is why in the past two weeks, I had to start using my lines of unsecured credit to make repairs to my home due to this delay. What adds to my dismay is the fact that I had received loan approvals from other banks during the waiting period. I chose Andrew’s Federal Credit Union because I believed in the value that your institution promised to deliver. I understand that credit unions, like any financial institution, have their policies and criteria for approving loans. I kindly request a comprehensive review of my application process and the reasons for the denial. It is my hope that you can provide me with clear and concise feedback on why my loan request was declined, as well as insight into how similar issues might be avoided in the future. 

  Business Response

  Date: 12/06/2023

  November 24, 2023

  Dear **** *********,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated November 17, 2023, we conducted an investigation, and here are the findings:
  
  You applied for a HELOC on 6/18/2023. Upon review of the application, the request was denied due to excessive debt to income ratio. To comply with Equal Credit Opportunity Act (Regulation B).
  Andrews provided you with an adverse action notice, which contained information on the denial reasons, as well as contact information to the credit bureaus in the event the information contained on the report was incorrect. 
  
  Our team is ready to review this in further detail with you at your earliest convenience. 
  
  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

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/06/2023, I deposited 41,000.00 into my business account, that money was held for over a week and I was never notified, the policy of the bank is to notify the consumer when funds are held. Not only was not notified, I called every day and visited the bank a couple times a week, but i never got any clarity about why my money was held. Finally, on October 18, 2023 the bank manager *************************** reached out to me and invited me to come and get a cashiers check for 41k, the amount that was being held. She also forced me to close my business checking account stating that if i did not, my money could be held for an extended period of time. The explanation given for why my money was held was that the funds were from a renovation and my account was set up as a beauty account. I asked where it was written that I could not put money from another business venture into my beauty account and she could not produce this evidence. I do not appreciate having my funds held up, not being able to get any answers from management or the back office and to this day I do not know why my funds were held in the first place.

  Business Response

  Date: 12/08/2023

  December 7, 2023

  Dear **** ******,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated November 17, 2023, we conducted an investigation, and here are the findings:
  
  On October 3, 2023, someone other than you deposited $41,000 in cash at the Andrews Federal branch in Washington D.C. SE. We contacted you regarding this transaction and discovered that the purpose of the cash deposit was payment for a contract with ** ******, which does not match with the primary business purpose you provided at account opening. During our discovery of the deposit, we identified your business (** ****** LLC) was no longer active and showing a dissolved status. On October 19, 2023, we invited you to the branch to withdraw the $41,000 via a Cashier’s Check, and you decided to close your business account relationship.
  
  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
  [email protected] 
  

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was called bye Andrews Federal Credit Union Fraud Alert and I responded to call was ask if I made any purchases on 19th of October I told them it wasn’t me and they told me they would block my Debit card and that I should reach out to credit Union which I did the following Day October 20th 2023 requesting a new debit card I have wait over 11 days for new card to come I’ve call credit more than enough time this bank Representatives all of whom I’ve spoke to none of which know if a card is or was mailed out to me in mean time I’m expiring problem because I have no card to update my creditor with information and it’s causing me a hardship I’m 61 yrs old I don’t know how to go on line to all my creditors and change thing over just so fast and the Escalation Department person just transferred call back to another person because I got upset because they keep lying about sending or have sent a card in first place

  Business Response

  Date: 12/07/2023

  November 27, 2023

  Dear *** ******,
  
  Thank you for your recent correspondence to the National Credit Union Administration (NCUA).
  
  Upon receipt of your correspondence dated November 16, 2023, we conducted an investigation, and here are the findings:
  
  On October 19, 2023, you responded to a fraud alert SMS message from Andrews Federal, indicating flagged transactions as unauthorized. This response required the card ending in ****** to be closed due to fraud being reported. A new card, ******, was ordered the following day on October 20th.
  
  On November 8, 2023, you notified us that card xx5992 was not received and requested a new card to be expedited. A new card, ******, was ordered with expedited shipping at no additional cost to you. The shipping of the new card took place on November 9th and we shared the tracking number via email for your reference. You received the new card on November 10th as confirmed by FedEx tracking. You are currently transacting with this debit card as intended.   
  
  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

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Andrews Federal Credit Union is providing falsely .Andrew Federal Credit Union has the following account as Charge-Off account $29,507. This information is false all charge off accounts are filed with the IRS 1099 C as income not debt . Income does is not included on a consumer report. Also sharing any personal information and transactions without written consent from me the consumer is a violation of my rights unless the information is shared through an *********. ********, ****** or ********** is not an affiliate of Andrews Federal Credit Union.Under 15 USC 1681a (2)Exclusions.—Except as provided in paragraph (3)makes this illegal, the term “consumer report” does not include— (A)subject to section 1681s–3 of this title, any— (i)report containing information solely as to transactions or experiences between the consumer and the person making the report; (ii)communication of that information among persons related by common ownership or affiliated by corporate control; or (iii)communication of other information among persons related by common ownership or affiliated by corporate control, if it is clearly and conspicuously disclosed to the consumer that the information may be communicated among such persons and the consumer is given the opportunity, before the time that the information is initially communicated, to direct that such information not be communicated among such persons. 

  Business Response

  Date: 08/28/2023

  August 21, 2023

  Dear *** ******,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated August 14, 2023, we conducted an investigation, and here are the findings:
  
  In reviewing your case, we can confirm that this was a private sale between ****** * ****** ************** LLC (the seller) and you, *** ******. You were listed as the buyer but also as the owner of the company that was listed as the seller.
  
  Andrews Federal Credit Union requires title work to be completed for financing, and in reviewing your claim, we can confirm that the paperwork needed for this purchase was not completed.
  
  An Andrews staff member reached out to you, *** ******, and we can confirm that on May 3, 2022 you promised payment.  However, as of today, payment was not received. At this point we would proceed to attempt repossession, but due to the missing title work, we were not able to move forward.  We retained a copy of the repossession letter.
  
  On July 18, 2022, during our charge off process, we discovered the vehicle was sold at auction. Since we did not have the title work, we did not receive the proceeds from the sale, which had an outstanding balance of $29,507.28.
  
  On August 16, 2022, the loan was approved for charge off. 
  
  Since the charge off, we have received 13 credit disputes from you, which we replied beginning on August 23, 2022, through most recently, August 21, 2023. 
  
  Our team is happy to discuss this in detail and clarify any of the points above. 
  
  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 Answer

  Date: 08/28/2023

  [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:I'm still waiting for Andrews Credit Union to send me the 1099 tax form 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 09/21/2023

  September 19, 2023

  Dear *** ******,
  
  Thank you for your most recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your most recent correspondence dated September 11, 2023, we reviewed your request, and here are the findings:
  
  Your most recent correspondence references not receiving a 1099C. There was no request for this in your first correspondence. The credit union has 36 months from the date your charged off debt, to generate a 1099C for a member. To assist you in your request, we have made arrangements to ensure you have your 1099C generated at the end of 2023 tax year.
  
  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

  Date:07/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was mislead by customer service about closing an account. On 07/20/23 I called customer service to discuss closing a savings account and transferring that money to another bank. I asked the representative if it was okay to transfer all the money before closing the account. She responded that it was okay to proceed with the transfer and that she would start the process of closing the account. After we spoke I begun the process of transferring all my money to another bank. On 07/21/23 I received a message from the other bank that the transfer failed. On 07/22/23 I spoke with Andrews FCU customer service and was told that the account was closed and the funds will be sent to me via a cashier's check and that I will have to wait for the check for approximately three weeks. I did not ask for the funds to be mailed to me--there was no mention of receiving my money via check. The discussion was about transferring funds to another bank.

  Customer Answer

  Date: 07/28/2023

  Update: I received the cashier's check for the amount of $5,968.07. I am owed $6,000 from the closed cd. Again, I did not request my funds be sent to me via a check and because the bank was notified to close the cd before the end of the grace period, there should be no funds deduced for a penalty.

  Business Response

  Date: 08/22/2023

  August 18, 2023

  Dear **** *******,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated July 25, 2023, we conducted an investigation, and here are the findings:
  
  Upon request from you to close your share certificates, funds were moved to your share savings as instructed by you on July 17, 2023. 
  
  On July 18, 2023, you initiated ACH transfers on a portion of the proceeds, and the final two transfers were completed on July 21, 2023. One of these final transfers resulted in a returned ACH transfer along with a return fee due to incorrect information provided to Andrews. We were able to complete the closing of the account with a check sent directly to you in the amount of $5,968.07 on July 21, 2023, which also included interest earned.
   
  If you would like to review this in further detail, I invite you to please contact me directly. Thank you as well for reopening your membership on August 4, 2023, to take advantage of Andrews FCU 9-month CD.
  
  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 Answer

  Date: 08/24/2023

  [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: I stress on 07/20/23 I called customer service to discuss closing a savings account and transferring that money to another bank. I asked the representative if it was okay to transfer all the money before closing the account. She responded that it was okay to proceed with the transfer and that she would start the process of closing the account. After we spoke I begun the process of transferring all my money to another bank. On 07/20/23 I transferred the mature cd amount $10,306.49 in two portions: $4,306.49 to *** ************* Bank,  which was completed on 07/25, and $6,0000 to ****** Bank (please see attachments). The $6k amount appears in my account the same day and should have stayed there. On 07/22/23 I spoke with Andrews FCU customer service and was told that the account was closed and the funds will be sent to me via a cashier's check and that I will have to wait for the check for approximately three weeks. I did not ask for the funds to be mailed to me--there was no mention of receiving my money via check. The discussion was about transferring funds to another bank.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 06/05/2023

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

• Initial Complaint

  Date:05/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *********************