ComplaintsforArmed Forces Bank N.A.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please help how is this account showing a zero balance but still on my credit report as owning 1632. I prepaid for 1500. I need this removed from my account to improve my credit as I originally started with this account. I tried to close the account since it was not being reported in good standing through the time I had the account. I am asking how to get the account removed from my account and showing that I didn’t owe 1632 I prepaid 1500. I get no respond from the company except they acknowledge the account. How the only respond I get and no farther help. Dear ***** ******, Thank you for contacting us through Secure Mail. Unfortunately, it will show that it closed due to delinquency which it will for 7 years after last payment. Thank you for banking with Armed Forces Bank. Respectfully, **** . I am asking the company to correct the error on my credit report

  Business response

  03/28/2022

  Concerns that you have raised:
  
  You state that you had a credit card with the Bank that is being reported incorrectly to the credit bureaus.
  The line of credit is showing a zero balance but is being reported negatively with a balance $1632 on your credit report. You also state that you prepaid $1500 on the account so it should not be possible that a debt is owed.
  You are requesting that the negative reporting be removed.
  
  Research into the matter reveals the following:
  
  In July of 2019 you applied and were approved for a Credit Builder Credit Card. This type of credit card account is opened with a savings account for the credit limit of the card as collateral. In your case, the amount was $1,500.
  In July of 2021 the account was closed due to delinquency caused by nonpayment. At that time, the $1,500 collateral held in the savings account was applied to the balance owed of $1,632. The remaining $132 is late fees and interest was waived, and the account was closed. The account is being reported as having a zero balance owed.
  Because there were late and missed payments on the credit card account, it is accurately being reported to the credit bureaus and no changes to that reporting will be made.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So i came to Armed forces in February 2022. Really like the bank at first, I had an account issue where my account was compromised n d plastic card was stolen, I have my bank card in my apple wallet. Which is what i have been using instead of my plastic card i had just got my federal refund and my pay check, So i had a a lot of money in my account. I never realized my plastic card was missing. And my digital card works like my plastic card comes directly from my account. I was declined on my gas purchase and when i was. I looked at my account ad i was completely in the negative. And i was baffled. I turned off my card immediately and called AFB i filed a dispute on March 3rd 2022 Made a mistake on it and i was told to resend it back in to update my claim because they found nothing wrong, Then i called and called trying to fix the issue. They were extremely rude to me and said the decision was final. Then i received a notice they are closing my account and no longer wanted to do business with me. Completely locked my account and my card even my new card, They don't have a live fraud department to talk to someone just automatic. I am completely beside myself and i will sue . They don't care about there customers, Also they are family owned and I've heard a lot of bad reviews which are giving them bad news where people are getting scammed by them, Now I'm at the point where I'm taking this to civil if my problem is not resolved.

  Business response

  03/29/2022

  Concerns that you have raised:
  
  You state that you opened an account with Armed Forces Bank in February 2022.
  You state that your account was compromised due to your physical card being stolen.
  You state that you have been using your digital card located in your Apple Wallet, and never noticed your physical card was stolen until you were declined for a gas purchase, and realized your account was negative.
  You turned your debit card off and called Armed Forces Bank on March 3, 2022, to file a dispute.
  You state that you filed the dispute incorrectly and was told to update the dispute because no error occurred.
  You state that when you called Armed Forces Bank the representatives were rude and advised that the determination was final.
  You then received a letter stating that Armed Forces Bank is choosing not to do business with you, and your account will be closed. You continued that Armed Forces Bank locked your account and turned off your debit cards.
  You further state that you will take the matter to civil court if the matter isn’t rectified to your satisfaction.
  
  Research into the matter reveals the following:
  
  Armed Forces Bank does have a Dispute Department that investigated and determined the outcome of both your disputes. Two letters with the outcomes were sent to your address on file with Armed Forces Bank. As stated in the most recent letter, the pattern of the disputed transactions did not and does not align with the report of a lost or stolen card. The letter is attached for your review.
  The reason of being denied for a pattern not aligning with the report of a lost or stolen card stems from other card-present transactions not being disputed, you also disputed **** **** ***** for $92.71 and then received a refund in the amount of $23.84.
  Armed Forces Bank apologizes for the lack of customer service you find sufficient, however the determination stands and there will not be a final credit given. Per the Account Disclosure provided at account opening Armed Forces Bank reserves the right to discontinue business without notice at any time.
  Your savings account was closed on March 25, 2022 and your checking account was closed on March 28, 2022.
  

  Customer response

  03/30/2022

  [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:as I stated before I only used my digital card . And regards to **** **** again wasnt my transaction. And I did go to **** **** to see if the could help me get my money back and it was only partial amount ! And they was I was able to do that was showing them my digital card and the date the physical card was used ! I head my digital card over the reader and they refunded partial of the money that was taken! So no I do t agree with this outcome ! Armed forces is a fraud!
  
  Regards,
  ******* ******

• Initial Complaint

  02/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Feb 2, 2022, I called to ask ********, why my debit card wasn’t able to send money via ******** and ******* anymore, when I’ve been doing this for family/friends for a few years now. ******** proceeded to say that the vendors of those apps including ******, have fraudulent activities and therefore blocks activities from using these apps; so I proceeded to ask if this was something the vendors are doing or AFB? ******** continued to go back and forth eluding to it’s the vendors that are blocking my card, so I asked so I need to call each of them to inform them of what you said and she proceeded to say again due to fraudulent activities that have been happening with those apps, so after attempting g to get a firm answer, she mentioned that AFB blocks these activities and said it would be a good idea to use ***** to send money, because that’s what AFB prefers, so I said just because the bank prefers me to doesn’t mean I have to use my hard earned money to utilize something the bank uses and clearly, the bank is getting a kickback for advertising them through customer service, then this witch ******** hung up the phone! I called back, this time speaking to ******, explained what happened and she then proctor push using ***** for money activities and proceeded to mention the same script about ********, *******, and ****** and all the fraudulent activities they’ve been experiencing so they block the use for their customers, once again. I asked for clarity if it was the bank or vendors and she kept pushing that I should be using *****, because that’s the bank’s preference, then she said she would try to unlock my account for today, and I asked her if you are blocking my card because I’m using those services, haven’t had any issues, and no notifications that you’re blocking my card then transfer me to the fraud department, she told me the Fraud department doesn’t usually speak to anyone, but I insisted that if she can block my card after telling me, she then hangs up!

  Business response

  02/09/2022

  Concerns that you have raised:
  
  You state that on Feb 2, 2022, you called Armed Forces Bank to find out why you could not send money through third party transfer services initiated with your debit card, and who is blocking the transactions.
  You were advised by the first agent that these services have fraudulent activity and therefore restrictions are in place. The agent also advised to use ***** as a transfer service because that’s what Armed Forces Bank prefers.
  You then state the phone call was disconnected. You spoke to a second agent that explained the same thing as the first agent and then “proctor pushed” ***** for transfer activity and that Armed Forces Bank restricts certain transactions, and the call was disconnected again.
  
  Research into the matter reveals the following:
  
  Both telephone calls were reviewed and investigated for training and coaching purposes. Armed Forces Bank apologizes for the lack of customer service during the phone calls. There has been communication with both departments to address.
  Both agents explained that Armed Forces Bank initiates the restrictions answering your question of “who restricts the transactions.”
  Armed Forces Bank encourages clients to use their money as they wish, however as their financial institution the right is reserved to limit transactions when liability involves the Bank.
  To address your concern of ***** being promoted due to a contract, that is inaccurate. ***** is promoted as the most secure way to transfer funds from an Armed Forces account. With *****, you log in through your Online Banking, if there is fraudulent activity through ***** it can be thoroughly investigated with a higher chance of recovering your funds versus using a third-party service.
  Please note that you are more than welcome to continue using the third-party transfer services, however if certain limits are exceeded you will continue to experience restrictions.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1. ARMED FOR BK bal. $1,018.00 Acct # 8640006759****

  Business response

  01/28/2022

  Concerns that you have raised:
  
  You state that you are a victim of identity theft and that the loan balance owed and being reported by the Bank to the credit bureaus was not authorized by you.
  You are requesting that the loan be removed from all credit reporting.
  
  Research into the matter reveals the following:
  
  Our records indicate that the loan balance you are disputing was signed for in person at the branch located in Fort Riley in March of 2017. Your military ID was presented as proof of identity for this transaction.
  The signature on the loan documents matches the signatures on both the Social Security Card and the Louisiana driver’s license included with this complaint, which also shows that you are a veteran. A copy of the signed loan agreement is included for your review.
  The loan was originally approved for $1,250 and went to collection with a balance owed of $1,018.
  Based on the information listed above, the credit reporting is correct and will not be removed.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We opened a new account on 10/21/2021. My husband set up his military pay to deposit to our new joint account. I called on 10/25/2021 to see when we would be getting our debit cards and was told they had decided to close our account and would be receiving a letter in the mail. They never even contacted us about this. Now we have a deposit that will be sent back and I have got nothing but the run around for two days. I have even called branches to be told they would get to the bottom of it and have not returned my calls. Worst banking and customer service ever!

  Business response

  11/02/2021

  Concerns that you have raised:
  
  You state that you opened an account with the Bank on October 21, 2021 and set your direct deposit up to be received into the account.
  On October 25, 2021 you contacted the Bank to inquire as to when your debit cards would be received and were informed that, unbeknownst to you, the account was being closed and that you would receive a letter in the mail regarding the closure. You also contacted the branch to try and find out why the account was closing.
  You further state that your direct deposit that is scheduled to post will be rejected causing you undue hardship as you will not receive your pay on time.
  You are requesting that the Bank contact you and that the account remain open.
  
  Research into the matter reveals the following:
  
  Our records indicate that you applied for an account online. The account was opened on October 21, 2021 as you stated however, the ID that was provided was not readable and therefore unacceptable.
  On October 27, 2021 an employee of the Bank contacted you and was able to obtain a valid copy of the necessary ID. Upon receipt, the account closing process was stopped and debit cards were overnighted to you.
  Our records indicate that the cards were received, the direct deposit was posted as it should have, and you are able to access your funds.
  We sincerely apologize for any inconvenience this situation may have caused.

  Customer response

  11/03/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *******

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