ComplaintsforArmed Forces Bank N.A.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In order to address some debt from more than a decade ago, I filed Chapter 7 in March of 2022. I had a number of credit cards at the time of filing and I carried a balance on none of them. Some were secured cards, including Armed Forces. Most creditors kept my accounts open, a few did not. The companies that I had secured cards that chose to close the accounts returned the deposit to me within 60 days of discharge and settlement with the court appointed trustee. Except for Armed Forces Bank. I have called multiple times and each time I am transferred around until someone tells me that it’s tied up due to this thing or that thing but I am NEVER given the same answer twice nor am I given a resolution date. They owe me $500 because there was no balance on the card when they chose to close it. It had been almost one year and I want to know what the problem is because this reeks of a scam.

  Business response

  01/19/2023

  Concerns that you have raised:
  You state you filed bankruptcy in March of 2022 and the Bank closed your secured credit card upon receipt of the bankruptcy paperwork.
  Because the card was secured, a savings account was opened and the funds in that account were held as collateral for the card. Despite numerous calls to find out why you have not been sent the funds in the account, the Bank refuses to send them to you.
  You are requesting that the balance of the savings account be sent to you immediately.
  Research into the matter reveals the following:
  Our records indicate that we received notice of bankruptcy on March 28, 2022, at which time your secured credit card was closed with a balance owed of $1.58.
  On June 13, 2022, the notice of the discharge of the bankruptcy was received. Due to an oversight on the bank’s part, the funds in the savings account were not issued to you as they should have been. Included with this letter is a cashier’s check for the balance in the account in the amount of $494.19 which also includes the deduction for the $1.58 balance that was owed on the card.
  We assume that you have discussed this issue with your bankruptcy attorney and that you have determined you are the true owner of the funds as opposed to your bankruptcy estate or the bankruptcy trustee.If this assumption proves incorrect, we may be contacting you for a return of these funds.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been a customer for over 18 years with this bank. Only option at basic training and it's progressively gotten worse. Stuck with them because I was scared something would mess up. When you have very limited customer service time it's hard to get help. Yes I have online and it's still not great. My cards have been cutoff at the worst times and no help for days. Today is the breaking point. Got a CAP loan years ago and they made me open another account to deposit the money. Transfered it to my main account never touched it again till yesterday. It always says 0. Well I'm in a different location than spouse and after multiple calls to have him added and assured he would get a card while deployed never happened. So I money gram most of the time. Tried to ***** but the bank shut my main account ***** ability off because I hadn't used it but that 0 account was active. I transferred 2000 over and tried said it wouldn't go through. So transferred back. The main account showed the activity. Then I looked it up to see if I did something wrong and did again same thing so moved it back. Both same bank and yes it always reflected. This morning I wake up to being -900 with two 2000 transactions taken from my account. Called to get it corrected 1st man that helped was nice and tried and found the number for who maybe could help. I called and after awhile he said it would be tomorrow in the other account not main. I expressed that my pending and what will happen with that. He said yeah you have a lot pending but I can't help you. The other one that will receive it back somehow had a charge back and was suspended for 29 dollars. I guess if you move your money they charge you. It never showed on my side and I'm ok with paying 29 dollars but now 4000 is charged against me when I moved the same money twice. I knew they wouldn't help but in frustration said I hate this bank he got defensive saying dont blame us for your mistake. That was it all the times

  Business response

  01/12/2023

  Concerns that you have raised:
  
  You state you attempted to transfer funds between your two accounts with the Bank however, they were not successful. The transfers showed on your primary account after they were made but the funds were not available for use in your secondary account however, your attempts to transfer the funds back were unsuccessful after multiple tries. When you noticed that your account was showing a negative balance, you contacted the Bank for assistance and were told that there was nothing that could be done to assist you at that time.
  You further state that you have made numerous attempts to add your spouse to your account so that they would have access and a debit card, and to date, that has not happened. You were attempting the above-mentioned transfers to complete a ***** transaction to get funds to them but were unable to do so from your primary account because your ability to do so was deactivated due to it not having been used in a long time. You were hoping to be able to make the transfer to your secondary account to make the ***** transaction but were unable to complete the request.
  You are requesting that the transfers be reversed as you attempted through online banking.
  
  Research into the matter reveals the following:
  
  Our records indicate on December 29, 2022, you attempted two $2,000 transfers from your account ending in 5263 to your account ending in 0679 through Digital Banking.At the time, account 5263 was administratively suspended due to an overdraft balance since January 8, 2021.Because of that, these two transfers were reversed.On the same day, you transferred $2000 twice from your account ending in 0679 into your account ending 5263.Because account 5263 was suspended and therefore the funds were not available until the bank reviewed and accepted the transfers on January 3, 2021. The bank claimed the $29 owed since January 8, 2021, leaving a balance of $3971.00.You transferred the $3971 from your account 5263 to your account 0679 that same day.Your account ending in 5263 now has a zero balance. One overdraft fee was assessed to your account on January 3, this fee was refunded to you on January 11.
  Research was performed regarding your request to add your spouse to the account however, we are unable to locate any records regarding that request. Should you still wish to submit a request, you can do so by calling the Customer Care Center or by sending us a secure message through Digital Banking.
  Regarding your access to *****, our records show that you had a denied attempt due to insufficient funds. Your access is available to send ***** transfers should you desire to do so.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was scammed out of money due to an Amazon Prime scam and when I presented the evidence to the bank as part of a frauded dispute it was denied and I was still charged for the scam. The scam consisted of a 5 year Amazon Prime discount if all 5 years were paid for up front. I paid the 249.99 and something seemed off when I got a statement from Amazon stating that I was going to be charged for my Prime membership in 2 months. I got in a chat with a customer service rep and they informed me that it was in fact a scam and that the charge description was not correct. I was told by the Amazon rep to dispute that charge and get my money back. I sent the text message from the scam company along with the chat transcripts to Armed Forces Bank after their "investigation" it was deemed a valid charge and any further dispute was between me and the merchant. The charge on my account states Signature Prime Digital 249.99. The text message states that it is a prime subscription. the evidence that the "merchant" provided has an IP address from New Jersey where I have never lived and some statement the I supposedly signed from them stating that I cant ask for a refund or any type of reversal of the payment. Which in its self should throw a red flag. The person who had a title of Lead was rude and basically told me to kick rocks and to take it up with the Merchant. This from a business who claims to "help" veterans. I have tried to reach out on social media and Facebook messenger and have got no response.

  Business response

  01/06/2023

  Concerns that you have raised:
  You state you filed a dispute on a fraudulent debit card transaction. You provided evidence to the Bank regarding the transaction however, the dispute was denied, and you were told that you would need to get the money back from the merchant.
  You are requesting that the $249.99 for the disputed transaction be refunded to you.
  Research into the matter reveals the following:
  Our records indicate that you filed a dispute on a $249.99 transaction on September 22, 2022, and provisional credit was issued on September 26, 2022. The dispute was investigated, and it was determined that the provisional credit would be reversed on December 20, 2022.
  With the additional information you provided, the dispute was reopened for review. Based on the additional information you provided, the Bank has approved your dispute and has applied the credit of $249.99 to your account on January 6, 2023.

  Customer response

  01/06/2023

  [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

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account was -$118. I set up a deposit to cover the negative balance and I also called the bank to make the account was still open and active along with my debit card. The deposit was for $200 and I was told that my account was open and active along with my debit card. After the call my account was charged off and other charged off accounts was applied to my recent account leaving my account $-564.50. The account was a part of my CAP loan through AAFMAA and that is the only way the loan can be disbursed. My account went from being -118.00 to -564.50 without my knowledge until I checked my account and contacted them. There have been multiple deposits without mention of the charged off accounts or any deductions from the deposits to cover the charge offs. If the account shouldn't have been opened then that is on the bank not me.

  Business response

  12/08/2022

  Concerns that you have raised:
  You state you had a negative balance and set up a direct deposit to bring your account into the positive. You also contacted the Bank to ensure that your account was open, and your debit card was active.
  You further state that after you were ensured that the deposit had been received, the account was open and the card was active, the negative balance from another account you had with the Bank was applied to the account leaving this account overdrawn again without notification to you.
  You are requesting that the amount applied to the account for the second charge off be removed as you were not notified of having a second account with a balance due. You would like the recent deposit and positive balance that was reflected upon receipt of that deposit made available to you.
  Research into the matter reveals the following:
  Our records indicate that you had three accounts with the Bank that all were charged off. The account ending in 3096 charged off on April 20, 2018 for $540.00, the account ending in 5506 charged off on January 21, 2021 for $24.50 and the account ending in 3085 charged off on November 29, 2022 for $118.45.
  You state you feel you should not have to pay for the charged off accounts because when you talked to the Customer Care Center, you were not made aware of the other accounts that were closed with negative balances. Included are the closing statements for each of the three accounts showing that they were charged off and the amount owed to the Bank. These statements were sent to the address on file at the time of the closures and were not returned to the Bank.
  The balance owed to the Bank after the $200 deposit received on November 30, 2022, is $494.95. You can continue to make direct deposits to pay the balance owed or you can mail payment to Armed Forces Bank ********* ****** *** ********** **** *** ***** ****** ***** ********
  The balances owed and reflected are accurate and will not be removed from the account until the debt is paid in full.

  Customer response

  12/08/2022

  [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 Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: They can’t apply old charge off balances to my new account after I get confirmation that my account is still open so that I can cover the negative balance from my current account. Then to tell me after the fact that the account should not have been opened in the first place after being open for two years is crazy to me. I stopped all direct deposits to that bank. The account was a part of the CAP loan and I had no choice but to use that bank since it’s the only way to fund the loan. What they are doing isn’t right at all!
  Regards,
  ******* *****

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted Debt collector asked for proof of the alleged debt specifically the alleged original application bearing my signature they have not been able to provide such proof to me therefore you are reporting misleading false account. Delete this unverified and misleading account.

  Business response

  08/25/2022

  Concerns that you have raised:
  
  You state you contacted the debt collector regarding a debt listed for Armed Forces Bank and requested proof of the debt listed on your credit reporting.
  You have not been provided the requested documents and state therefore, the Bank is reporting incorrect information to the credit bureaus.
  You are requesting that the account be removed from your credit reporting.
  
  Research into the matter reveals the following:
  
  Our records indicate you applied for a loan through Armed Forces Bank website and were approved for $1,250 on June 6, 2017. Since you applied online, the approval was completed via e-mail rather than with a physical signature. Included with this letter are copies of the promissory note document and the email you sent regarding your agreement of the terms and conditions and acceptance of the loan.
  The loan balance was paid in full on April 27, 2018. Also included is a copy of the letter that was sent to you regarding the loan payoff.
  We are unsure what you are stating is being inaccurately reported as the attachment you sent shows that the loan was paid and has a zero balance.
  If you have any questions or need further assistance, please contact me directly at the email or phone number listed below.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account was closed with no explanation, 2 weeks before my tax return is set to be deposited into that account. This will create a longer wait time for my tax return . I am set to PCS to another military base and was relying on this money . I feel I have been treated very poorly and would like this situation reconciled

  Business response

  08/03/2022

  Concerns that you have raised:
  
  You state your account was set for closure without notification to you.
  You further state your tax refund is scheduled to be deposited into your account two weeks after the scheduled closing and you need those funds to pay for your PCS move.
  You are requesting that your account be left open to receive your tax refund. Once the funds are deposited, you will withdraw the money and close the account.
  
  Research into the matter reveals the following:
  
  As per the Deposit Account Agreement provided at account opening, the Bank reserves the right to close an account at any time without notification to you. Please see page 15 of the enclosed document under “Closing Your Account” for information regarding this matter.
  Your account was scheduled to be closed on August 9, 2022. As an exception, the Bank has agreed to leave the account open until September 9, 2022, so that your tax refund can be received. If the accounts are not closed on this date, the Bank will close them and mail you a cashier’s check for any remaining balances.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Approximately, (6/7- $5510.00), (6/14 - $990.00 $985.00) fraudalent checks were cashed on my account for these amounts. I have reported to Armed forces Bank on at least 6 0r 7 occasions, including filing alleged dispute papers with employee ***** ******** on the day after the first check was noticed (appr, 6/8/22 for which no copies of document was given to me. I have yet to receive any refunds of the lost funds and bank keep telling me the incidents are under investigation. I have been also filed an offcial police report concerning this matter as well as the Consumer Financial Protection Burea (CFTB).

  Customer response

  07/11/2022

  Please withdraw complaint #********. Armed Forces Bank Rep. Ms. ***** ***** completed investigation of Incident and refunded all funds (including fees) as a result of fraudulent activity. 
  
  Respectfully,
  
  *** ***** *********  *** ******* ********* 

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  armed forces bank was not in compliance when customer requested a new debit card ending in 6620 from my lost and stolen debit card around may 24, 2024 i was told new debit card was ordered on may 24,2022 and still havent recieved debit card and i do believe the new debit card was never sent out by mail as requested is to why i havent recieve it. as checking my online profile i do see the new debit card in my checking profile but the bank never sent the debit card to my po box address that the bank has on file. as of 6/4/2022 i am still waiting on my new debit card ending in **** ***** **** ** *** **** ******** ** *****  checking account# **********  it shouldnt take a bank over a week to send out a debit card and i dont belive my debit card was ever sent out

  Business response

  06/07/2022

  Concerns that you have raised:
  
  You state in your complaint that Armed Forces Bank is out of compliance by not ordering and/or sending a new debit card when requested.
  
  
  Research into the matter reveals the following:
  
  Your request was submitted on May 24, 2022, as you state.
  On May 26, 2022, the request was received by our vendor.
  The weekend following your request was a three-day weekend to observe Memorial Day, which is a federal holiday, and financial institutions are closed.
  As per our records, your debit card was shipped on June 1, 2022.
  It takes 10-14 business days through standard mail for debit cards to be received.
  Your estimated delivery date is June 8, 2022.
  If you do not receive your debit card by the end of day on June 8, 2022, please do not hesitate to reach out to me.

  Customer response

  06/08/2022

  [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.

  i recieved my debit card and activated successfully, my complaint is resolved.
  
  Regards,
  
  ***** ****

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was deployed over seas an someone got into my account, without me knowing, charged over 2500 which made me negative I deposited a check which was over 2700 without even seeing that I was negative in my account because it was never posted on my account that I was . Out of the 2700 I got 237.00 I have showed proof that I was over seas deployed and couldn’t use my account but they still took my money.

  Business response

  06/10/2022

  Concerns that you have raised:
  
  You state that you were deployed overseas during which time someone accessed your account leaving it overdrawn by $2,500. You were unaware of this until you made a deposit which was taken to pay the balance owed.
  You further state that you have provided proof of your deployment to the Bank to show that you would not have been the one making the transactions.
  You are requesting that the unauthorized transactions and the fees assessed be credited back to you.
  
  Research into the matter reveals the following:
  
  We have been trying to reach you to discuss the facts underlying your complaint, specifically the facts supporting your claim that the transactions were unauthorized or the result of fraud. The Client Relations department for Armed Forces Bank attempted to contact you by phone unsuccessfully. We then sent you an email asking for information and what could be done to help to which you responded that you have hired an attorney and provided no other information regarding the issues that resulted in your complaint. Because we have been unable to get information from you, we are unable to substantively respond.
  
  
  
  Thank you for allowing me the opportunity to research and further explain your concerns.  All future communications regarding this matter should come from your attorney and be directed to our Associate General Counsel, ****** ****** ** ****************** ***** ********.    

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to contact ARMED FORCES BANK to get them to correct the address that THEY put in wrong. I have never received a statement from them, not once. I have been sending blind payments to them. I am in need of contact with a VP of this.

  Business response

  05/24/2022

  Concerns that you have raised:
  
  You state that you have attempted to reach Armed Forces Bank to have your address corrected.
  You state that you have not received a statement since your account opening, and you are making “blind” payments to the Bank.
  
  Research into the matter reveals the following:
  
  All calls from your telephone number were requested and reviewed. You initially called the Care Center because you did not receive your debit card, and your Online Banking was locked. In that call you specified that you had a new mailing address, provided the address to the agent, the agent repeated the address to you, and you confirmed. The address you provided is currently reflected on the account.
  On the same call your Online Banking was unlocked.
  When your account was opened, you opted in for electronic statements.Your statement can be found in Digital Banking.After you log in, select “Services” from the menu, then “view eDocuments”.You’ll be prompted to select the document type and date range that you are looking for.If you need further assistance with retrieving your statement, our chat agents will be happy to assist.
  To address your concern of sending “blind payments”, the payments or transfers that you have made to your loan have been applied to the payments due.The date of your last payment was March 11, for $100.Your loan is currently past due.Please call us at ************ ******* **** ******* * **** ******* **** *** ********** **** **** ********** ** ***** ** ****** **** **********

*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. ↩