ComplaintsforFirst Atlantic Federal Credit Union

• Initial Complaint

  08/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was a member going on 3 years, who moved out of state 1/6/22. As of 4/15, my checking account was officially closed. For 6 weeks, I'd documented countless phone hours w/ VISA and FAFCU; the latest infraction was not having received my 3/3 and 4/2 statements that, but being charged late fees/interest for unpaid bills (third such occurence in 9 mos.). Credited $25.00, but $5.43 interest would be credited next statement. (Then I had to fight a $5.00 phone charge, when I couldn't possibly do it on line w/ a closed account.) I was told to wait to pay off after statement arrived in 10 business days w/ interest removed. (told to call ******, which was incorrect, too.) No statement sent, but got a new bill 5/2, includind $5.43 interest. Made 5 calls btween *********** spoke w/ 4 different people, and told different things. (**** said I had to write a letter to remove interest, which was unprecidented.) Promised callback and statements in 2 days; got neither. Sent a request letter 5/12, got no response, and resent 5/25. Got no response , but got another bill 6/2, with $25.00 late fee and $9.67 interest. Paid off bill, w/o accrued fees. Called and was told they would not remove them; my new Credit Union (MECU) did not make payment for 5 days. I made many calls and sent many emails (only one answered referencing the last 4 digits of an account I never had. It wasn't even my debit card that they refused payment on Sept. '21, because they literally lost my account; I had just cut the card and never got a new one.) By June 30, I finally received my March/April statements, of which I sent FAFCU copies w/ envolope postmarks: no response. I've received July/Aug. bills for the original June overages of $34.96 ($25.00 late fee, $9.67 interest), then $60.27 ($25.00/$.31), and now $85.60 ($25/$.33), on an account with 0 balance that doesn't exist. Monthly unanswered emails, w/ automated response "they'll get back to me in 1 business day." Called 8/25; ***** didn't get back to me.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 21, 2022, I called the first Atlantic Federal credit Union customer service line after I was able unable to use my debit card. I was informed that my card was closed because of fraudulent activity. They transferred me to the fraud department where I verified that the fraudulent charge was not made by me. They did ask me if I received a phone call but I had not. On July 11 I was sent back to customer service so that I can order a new debit card. My information was taken my card was supposedly ordered and I was told it would arrive in 7 to 10 business days. On July 21, the ninth business day and I still have not received my card I decided to call back. When I talk to customer service I was told there is no record of a new card being ordered for me and that she would order it today. Now I have to wait another 7 to ******************************************************************** a financial hardship as I am unable to access my money . Im very unhappy

  Business response

  08/12/2022

  To whom it may concern,
  
  In regards to the complaint left by ******************************* the First Atlantic team would like to apologize for the frustrating experience this member experienced with their debit card being closed for fraudulent activity.We have been in contact with the member since a new debit card was ordered. Our system was down the date in question and that caused delays for some of our members who were receiving debit cards. We appreciate this issue being brought to our attention and ******************************* should be receiving their card this week.Once again we would like to apologize for the inconvenience of this situation.
  
  Thank you,
  The First Atlantic Team

  Customer response

  08/12/2022

  [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,
  
  *******************************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This issue first started on 6/21/2019. I received a promotional email from First Atlantic Credit Union (FACU) and shortly after an email indicating my account statement is available for viewing. I have never applied for any accounts through FACU and did not / do not have any products through FACU to where my email address would have been used. On 9/17/2019, I received an email from FACU indicating I am pre-approved for a loan to which I did not apply for. Since then, I have been receiving emails from FACU of the same fashion for accounts which I do not own and did not open.I notified *************************** - ********************* Manager of the issue who informed me that a member of FACU used my email to open accounts. She then informed me the issue was resolved on 1/7/2021. I did not receive any emails until 4/2/2021 which were for more statement notifications. After numerous calls to FACU and emails to ******* without a response, I am filing this complaint to remove any and all of my information associated to accounts with FACU and I hope for a quick resolution.

  Business response

  04/06/2022

  To whom it may concern, 

   

  In regards to the issue presented by *********************, we first would like to apologize! We had a member sign up for Online Banking with the incorrect email address, as ******* explained to **************** back in January. We updated the email address in our system, but we had one platform where the change needed to be done manually instead of automatically transferring over. Upon this complaint I have since updated the email address in that platform to correlate with our existing member's correct email address. **************** should not receive anymore emails regarding statements for this account moving forward. 

   

  Thank you, 

  ***************************

  Customer response

  04/06/2022

  [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,
  
  *********************

*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. ↩