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Complaint Details
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Initial Complaint
07/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have contacted AFCU about fraudulent charges on my account and they refused to help. They did, however, tell me that they could put a stop payment on the charge for $30.
Business response
07/16/2024
Hi *****, I see that you contacted Atlantic on the afternoon of July 10, 2024, and we responded the following day. Our standard procedure when there is a recurring charge that is in question of legitimacy is to ask members to call the merchant number for more information first. If the merchant is unwilling to provide information or it is determined to be a scam or fraud,we would file the dispute at that time. We also alert members that they can stop payment immediately. And yes, there is a $30 charge for this service.
On Sunday, July 14, 2004, you informed us that you called the merchant's phone number and that "they did not initiate it."
On Monday, the following day, we offered to cancel your card, provide a new card, and forward the dispute form. On Monday, we also received your July 14 complaint to the Better Business Bureau. Late on Monday,you confirmed we should cancel the card and send the dispute form.
This morning, July 16, 2024, our team determined that you are not the primary account holder on the card impacted. Our team will communicate that the dispute form will be sent to the primary account holder for completion.
It is disappointing to read your reaction that we "refused to help," but the frustration of seeing unrecognized charges can be unsettling.Once we contact the primary cardholder and receive the completed dispute form, our team will continue to work toward a resolution.
If you have questions or concerns, my email is ****************************************.
Customer response
07/18/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
There needs to be a better system for addressing fraudulent charges and a more direct way of communication. If my husband needed to be the person to dispute the charge, which is absolutely weird and unnecessary since its not 1982 and I'm an owner of the account, then that should have been communicated immediately. If a specific form is needed to report fraud, that form should be easily accessible on your website or through the member portal. Shifting blame doesn't solve anything and makes AFCU look foolish. I've already pulled my money from my account and switched to University Credit Union because not only is my money not safe at your bank, you are wholly inefficient in addressing fraud. I have made sure to tell everyone I know and all of my clients to not do business at your bank.
Regards,*****
Business response
07/18/2024
*****, thank you for the feedback.
I understand the dispute form has been completed and is being reviewed.
University Credit Union is a wonderful group.Initial Complaint
11/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
*********************** from this insurance contacted me out of the blue and asked if she could provide a quote to lower my insurance, made me go through all the time consuming paperwork, quoted me a price lower than my current insurance company, had me go through all the hassle of switching insurance companies, escrows etc. and then e-mailed me a couple of weeks later and said just kidding, I can't give you the price I quoted you. I have never in 30+ years of obtaining insurance quotes experienced such horrible customer service. This seems like a typical bait and switch scam. I would like this company to honor their quote.I even had her manager check her work because she did not know how to do the lien and asked me for help. The manager said all is well.Business response
11/22/2021
While there is disappointment in the perceived customer service received by the individual, it is my understanding that this complaint is based on Atlantic Federal Credit Union Insurance not being able to honorthe quote that was provided.
As explained to the individual, the quote would be negated due to undisclosed losses. The individual signed documents stating there were no losses for either home or auto. This in fact was not true. When the insurance company, completed their due diligence, after providing a quote and stating that the policies had been bound, it was discovered that there were in fact losses. The insurance company stated that because there were undisclosed losses, they would issue a legal cancel.
Please let me know if there are other questions or concerns.Customer response
11/22/2021
[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 think this is terrible customer service to have your customers try to remember all of their past home/auto claims (I have been driving for 33 years and owned a home for 31 years). I have never had an insurance company ask me for this info in all that time, they always provided it to me. I will never trust your company again and will be sure to spread the word to as many others as possible due to your **** response.
Even still I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************
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