ComplaintsforAndrews Federal Credit Union

• 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  
  

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have co.plained countless times to AFCU about there telephone banking call system, I would call the automated line, but the system will send the call to another AFCU line,, I'd go through the prompts and it will say " you will now be connect to the automated line and then the phone hangs up. I've complained over a year now, I'm going to the BBB and I'm contacting the State attorney of maryland about this. No one over at AfCU can seem to fix this problem.

  Business response

  04/05/2023

  April 3, 2023
  
  Dear *** ********,
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  Upon receipt of your correspondence dated March 21, 2023, we conducted an investigation, and here are the findings:
  You stated you were having telephone banking challenges with the call prompts and connecting with our call agents. Our staff was able to assist you on March 31, 2023 with direction on how to correct the challenges going forward. You were also able to confirm since that you are able to connect to our phone banking system and our contact center.  *** ******* who assisted you, also provided her direct contact details at our West Springfield location going forward, in case you needed additional assistance. 
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 
  Michael R***
  Director of Sales and Service
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan 3rd, I requested a replacement credit card from Andrews (due to the exisiting card be stolen). I have been told for well over 2 weeks that it was shipped but it hasn't arrived. I understand there are delays--please do not repaet that back to me. I can get no information. TO ACCESS the help line, they require a card number which I don't have!I want to know if it is lost in the mail OR when it will arrive,

  Business response

  03/23/2023

  March 20, 2023
  
  Dear ****** *******,
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  Upon receipt of your correspondence dated March 2, 2023, we conducted an investigation, and here are the findings:
  We experienced a delay on plastic cards shipment due to a supply issue with our vendor, and as a result we notified affected members of this delay, and alerted them that existing cards would be available for use beyond the expiration date for use without interruption. When you contacted our staff in January, we informed you that your card was on the way. Since the date of your correspondence, our staff has spoken with you and we confirmed that your new card is active as of February 10, 2023. I am available to review this matter in detail at ************.
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 
  
  Michael R***
  Director of Sales and Service
  

  Customer response

  03/23/2023

  [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 had to go through so many times contacting th bank, never getting an answer, till this week. 

  
  

  What if I had been traveling? I rely on this card and find not only the core supply problem but the lack of response and never being able to get a tracking number unacceptable. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My debit card for Andrews Federal Credit Union (AFCU) expired in December 2022. AFCU did not mail a new debit card to me until 12/28/2022. When I contacted the branch in early January 2023, the representative stated I should receive the card by 01/26/2023, and that there were shipping delays with the debit cards. She requested I call back on 01/26/2023 if I still hadnt received it. When I called on 01/26/2023, the representative I spoke with stated that the card should be received by 02/01/2023 and to call back if it was not received by then. When I called back on 02/01/2023, I explained the situation to the now third representative spoken to. She stated she would have a new card mailed. I asked how soon would I receive it, as I hadnt had a useable debit card since the end of 2022 at this point. She stated it would be approximately another month before I receive my card. I did explain that it was insane that I would be waiting another month for a debit card I should have been issued well before the expiration date. She asked if I am able to go into a branch, and I informed her that it was not possible given that I live in a state with no AFCU branches. I do not feel this was handled appropriately, and having a customer wait nearly two months for a debit card they are to issue out is unacceptable.

  Business response

  03/20/2023

  March 15, 2023

  Dear ****** ********,
  

  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  

  Upon receipt of your correspondence dated February 28, 2023, we conducted an investigation, and here are the findings:
  

  We experienced a delay on plastic cards shipment due to a supply issue with our vendor, and as a result we notified affected members of this delay, and alerted them that existing cards would be available for use beyond the expiration date for use without interruption. When you contacted our staff on February 1, 2023, we were happy to inform you that your card was on the way. Since then, we can confirm that your new card is active as of February 10, 2023. I am available to review this matter in detail at 301-702-5523.
  

  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 
  
  Michael R***
  Director of Sales and Service

• Initial Complaint

  01/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov 7,2022, I went to my bank, Andrews Federal Credit Union in ************,** to get my cashier's check to pay my rent. I was shocked when I was told that I had no money and in fact was overdrawn by over $ *******. I advised the bank that this was fraud and I had nothing to do with the charges and deposit transactions that were fraud. I am a senior citizen and do not bank online. I was told to fill out a dispute form and file a police report which I did that day. The bank later informed me that they found no error and would not file a dispute on my behalf. They claimed that my secure info had to be used. Money had been taken from another person's account at the same bank and placed into my account and then drawn out in transactions from Giant food stores. The bank took my social security pension for the past 3 months to pay for this. I have not been able to buy food, needed medications,pay rent etc. Now I am being evicted in a few weeks. No one has really investigated this. I have no computer and don't know technology. On Jan 20,2023, concerned members of my church ,after hearing what happened, went to the bank and police **** to ask questions. I don't understand why the bank approved these transactions that most banks would have declined or questioned because they were clearly fraud based on my bank history. I suffered a stroke in Sept 2021 that affected my ability to work and function from a cognitive perspective the way I used to. I was forced to retire on soc security dis ability. I have no idea what really happened to my bank account but I feel that no one cared enough to dig in and find out. ***** said they would provide the police with any info they needed but that no one asked. I desperately need help. The bank has taken my funds to satisfy the loss and has no interest at this point in investigating this matter. I spoke with ******************* at the bank.

  Business response

  03/06/2023

  February 2, 2023 
  

  Dear ***** ******** **., 
  

  Thank you for your recent correspondence to the Better Business Bureau (BBB). 
  Upon receipt of your correspondence dated February 14, 2023, we conducted an investigation and here are the findings: 
  We are happy to report that the refunds are reflected in your account at this time. 
  After reviewing the debits performed at multiple locations in Maryland, it was determined that these were the result of fraud and compromised information on your card. 
  As our financial counselors have suggested, to ensure the highest level of safety for your account, no one other than you should have access to your debit card or account information. Please refer to the Security section of our website for additional ways to protect your account information. 
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  

  Sincerely
  
  Michael R*** 
  Director of Sales and Service 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I HAVE BEEN TRYING TO GET A WITHDRAWAL FROM MY SHARE ACCOUNT FOR 9 DAYS. NO ONE RESPONDS TO EMAILS, PHONE CALLS, ESCALATION, OR ANYTHING. ***** ***** PROMISES TO CALL BACK DAY AFTER DAY AND NEVER KEEPS HERE WORD. NO ONE WHO ANSWERS THE PHONE CAN DO ANYTHING EXCEPT SEND A MESSAGE FOR ESCALATION AND URGENT AND IT DOES NOT MATTER BECAUSE NO ONE REPLIES PERIOD. WORST SERVICE I HAVE EVER SEEN.

  Business response

  01/31/2023

  January 26, 2022
  
  *********************
  *** **************
  Mount Prospect, IL *****
  
  Re: Better Business Bureau Case Number ********
  
  Dear ***************,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated January 21, 2023 from BBB, we performed an investigation and here are our findings:
  
  This case was actually resolved the same day you reached out to us via social media, December 29, 2022. I (***********************), reached out to you same day, to ensure you were the same member whom reached out to us, since you use a similar pseudonym name on your social media page. Once confirmed, we discussed your original withdrawal request and next steps to open a certificate using those funds. Our Branch Manager (******************), of the Allentown location was able to help facilitate your needs for opening and funding the new certificate, all documentation for your certificate, and provided you her direct contact information for future servicing needs.
  
  Upon receiving this BBB correspondence, I reached out to you again (January 23rd),and you were able to confirm that you were satisfied with the transaction that took place on December 29th.
  
  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
  ********************************************
  cc:       ***********************, Supervisory Committee Chairman

  Customer response

  02/10/2023

  [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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been wating for nearly a month for AFCU to send me a debit card. I've been told several different days when to expect a card. I called again today and was td it could take 21 more days plus the near month I've been waiting. I was told that I could get a **** card for a fee. The wait time is adequate for them to get me a card without a fee. I have to pay my bills it is the end of the month and I'm only paid once a month. I keep getting promises of getting a card and each time I call I'm given a new reason why I'm not receiving it.

  Business response

  01/31/2023

  January 24, 2023
  
  Dear *** ********,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated January 21, 2023, we conducted an investigation and here are the results:
  
  You requested a replacement card originally on November 29, 2022. Asia from our card support team spoke to you on January 10, 2023 regarding the delay. As discussed, your card was shipped on 1/5/2023 but you confirmed that it had not arrived to you yet. To best accommodate you, Asia shipped an instant issue card to you via next day express and we received ***** confirmation, of your receipt of the card.
  
  Thank you again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 
  
  Michael R***
  Director of Sales and Service
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I been trying to make payments to the principal and they charge me interest on that, then I called them and told them to walk me trough their app so I can do it correctly the second time I also got charges on the second time, and the 3rd time I call the bank and told them that I wanted to make payments to the the principal and the lady on the phone said that they were having issues regarding that. If they are offering from the beginning when they give you the loan I should be able make payments to do so. and I just like to be able to make payments to the principal whiteout getting chargers on the principal please.

  Business response

  12/09/2022

  December 2, 2022

  Dear *** ***** *********,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated November 19, 2022, we initiated an investigation, and below are our findings.
  
  After reviewing the process of your attempted payments, we were able to find the solution to your concern. To assist you, Ms. Aja M***** (Andrews Counselor) contacted you on November 23, 2022, and was able to explain how Simple Interest works, and how Principal Payments do not count towards the monthly installment obligation. Ms. M***** explained that you won’t be able to manually make principal payments, but in order to complete this request to please contact us directly in order to process the payment from funds available in your share account. Additionally, you may also call or email us to move any available funds in your share account directly towards principal payment or call to make a deposit. Ms. M***** also provided her direct contact information should you need to contact her directly.
  
  Finally, the $50 that was available in your checking account was applied towards Principal Payment and this transaction was reviewed by Ms. M***** to your satisfaction. Going forward should you need to make a transfer to principal payment please contact us, and we will be happy to assist.
  
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. .
  
  Sincerely,
  
  Michael R***
  Director of Sales and Service

  Customer response

  12/15/2022

  [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. 
  
  Regards,
  
  *****************************
  A representative called me and for some reasons they still try to make things confusing and as a business representative they have the responsibility to make it clear and easy to the customer to make simple transactions over the phone like making payments to the principal. Overall input is that they finally did helped me until I put a complaint trough BBB after the 3rd call trying to make a simple principal payment, as far as that it was forcefully takings care of but the customer service still really bad! They can definitely need customer service orientation. If this goes out to the public people please report them if they dont want to help you make payments to the principal they definitely make it hard so you wont make payments to the principal trying to confuse you. Hopefully this helps someone in the future.

  huge thank you to BBB

  sincerally

  *************************;

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sent an escrow analysis that ended up raising my mortgage an additional 30%. I knew that these numbers looked off so I started investigating. I collected all of my documents and spoke with my county on numerous occasions. Surely enough, the numbers are wrong. I have two parcels and somehow Andrews has messed up my 2nd parcel- and messed it up by a lot (several thousand). This of course has made their escrow analysis incorrect and showing that I am going to owe a lot more than what is truly owed. After hours and hours of contact with Andrews (they will not respond by email; phone or message- I have to call and re explain and the employees do not understand the escrow analysis process)- I have gotten no where. All Andrews is saying that they can look at is a bill from the county. Problem is- there is no bill because the taxes are paid. I have sent every document from the county- personal letters, emails, receipts, county website numbers- and Andrews keeps closing out all of my requests. At this point im looking to refinance from Andrews just to get away from this because no one will take this seriously. I do take it seriously when my payment is raised 30% and I cant get the credit union to look at their mistake which is affecting my mortgage.

  Business response

  11/16/2022

  October 25, 2022
  
  **************************
  **** ***********************************
  Carlisle, OH *****
  
  Re: Better Business Bureau Problem Case #********
  
  Dear **************************,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB) regarding your mortgage escrow account concern.
  
  Upon receipt of your correspondence dated October 16, 2022 to the BBB, I am pleased to let you know that we have resolved your concern. *********************** (Director of Mortgage Servicing and Real Estate Lending), spoke with you on same day as the other email you had sent to the mortgage services department on October 13th, where she assured you that we would correct escrow details and reach back out. I have confirmed that the issue was corrected and **** reached back out to confirm the details with you on Friday October 21st. **** confirmed that she had forwarded you a copy of the most recent statement showing the new mortgage payment amount effective November 1, 2022. We have corrected the mortgage escrow analysis and can verify that no late fees were charged.
  
  We regret the inconvenience this has caused you. Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  
  Sincerely, 
  
  Michael R*******
  Director of Sales and Service
  [email protected] 

  
  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was alerted on 8/30/2022 by ******** credit bureau that someone used my identity to open an account on 8/24/2022 with the aforementioned credit union. I immediately called the contact number given on ******** for AFCU. I was unable to speak with their fraud department. I was told by an outsourced representative for this credit union that she could only send a message to the branch and they would "let their fraud department know", and call me back. There is NO NUMBER LISTED for their branches. I've never received a call back. THIS IS FRAUD AND NOBODY FROM AFCU IS REACHABLE, NOR HAVE THEY ATTEMPTED TO REACH ME. I need this resolved, immediately.

  Business response

  09/15/2022

  September 6, 2022

  Dear *** ******,
  
  Thank you for contacting Andrews Federal Credit Union regarding ***** ******’s recent Better Business Bureau complaint.
  
              In the complaint, *** ****** states that there was new account opened on August 24, 2022 with Andrews Federal Credit Union.      
  
              We have researched and reviewed our record of accounts opened since December 2021 and we have no record of an account being opened under the name of ***** ******.
  
  Should you need any further information, please do not hesitate to contact me via the information below.
  
  Sincerely,

  Rosalind B*****
  Operations Manager
  Andrews Federal Credit Union 

*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. ↩