Complaints

This profile includes complaints for Advantage Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advantage Federal Credit Union

  70 Metro Park Rochester, NY 14623-2608

  
• 

  Advantage Federal Credit Union

  1975 Buffalo Rd Rochester, NY 14624-1503

  
• 

  Advantage Federal Credit Union

  225 W Broad St Rochester, NY 14608-1962

  
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  Advantage Federal Credit Union

  1625 Mount Hope Ave Rochester, NY 14620-4515

  
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  Advantage Federal Credit Union

  1000 South Ave Rochester, NY 14620-2733

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 11, 2024, I received a fraud alert from Advantage Federal Credit Union (AFCU) regarding an unauthorized $1,891.39 charge from ******/************ on my debit card. I immediately reported the transaction as fraudulent, had my card canceled, and followed AFCU’s instructions to dispute the charge. Initially, AFCU provided a temporary reimbursement while the investigation was pending. Despite my prompt reporting and multiple follow-ups, AFCU later reversed the reimbursement, falsely claiming the transaction was “approved.” I repeatedly requested to reopen the case and was led, for months, to believe the investigation was still pending. However, AFCU eventually refused to move forward with the investigation, leaving me financially responsible for the unauthorized charge unless I returned back to ************ for assistance. Meanwhile, ************ failed to assist and never followed through on canceling the fraudulent purchase, and became unreachable after a single callback attempt on their end.

  Customer Answer

  Date: 03/26/2025

  Good afternoon Better Business Bureau,I’m writing to provide an update regarding my complaint against Advantage Federal Credit Union. I’ve received a letter from the company apologizing for the inconvenience and confirming that they would issue a full refund for the fraudulent charge.I can now confirm that the funds have been successfully returned to the original account.Thank you for your continued support and follow-up throughout this process. As the refund has been received in full, I consider the matter resolved.Please don’t hesitate to reach out if you need any further information. I truly appreciate your efforts in advocating for consumer rights.Best,****** ****

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Advantage credit union was contacted on/or about 12/1/2024 and was given my bankruptcy file# and attorney name. On 12/11/24 my vehicle was involved in a hit/run and totaled out in which i again advised ACU. I spoke to an rep and advised due the bankruptcy and hit/run happening so close together a file had been claimed and i had proof of total that would be paid off to Advantage. The level of rudeness and less than satisfaction of customer service to your customer is just unacceptable. After i've continued to try and speak to someone and being met with resistant to being over talked and advised to call my attorney then over the weekend my debit card declined for 2 separate transactions only to be told via phone that my debit card was locked due to being 21 days late on my car note even though the car is in bankruptcy. I was not even given the courtesy of a letter or call to be notified of this. I am not sure if advantage have reported this to my credit report however if so i would like this corrected

  

  Business Response

  Date: 01/08/2025

  Ms. *****:Advantage Federal Credit Union (hereinafter AFCU) has received your complaint filed with the Better Business Bureau on or about January 6, 2025, regarding “Customer Service Issues.” A cursory review of the account in question indicates the following:On November 30, 2024, a Chapter 13 Bankruptcy Petition was filed in the Western District of New York as case number ********.Pursuant to the Automatic Stay under 11 U.S. Code §362, AFCU and its representatives are not authorized to speak with you regarding your loans.As stated in your complaint when the federal automatic stay is in effect only engaged counsel/attorneys can speak with each other related to any financial matters until the bankruptcy case is released and/or a payment plan is in effect.Thereafter, on December 30, 2024, AFCU was notified by your insurance agency, *****, that your 2016 ***** ** was in an accident and treated as a “total loss” as of December 11, 2024, and a check would be forthcoming to payoff the balance of the loan.The AFCU account was updated, and a check has not been received to date.With respect to your “debit card being locked,” under NCUA (National Credit Union Administration) regulations a federally chartered credit union is allowed to limit or refuse services to members under certain circumstances.In your case, the debit card was frozen because the bankruptcy petition referenced hereinabove and, until a repayment plan is set forth with the Trustee, we can limit services.You are permitted to use any branch to obtain funds or write checks, as needed.With respect to your request to “Correct your Credit Reporting,” AFCU is required to comply with the Fair Credit Reporting Act when reporting to credit bureaus.  As part of this reporting, we are required to ensure the accuracy and integrity of the information provided to consumer reporting agencies.  Based on my review of how your account is reporting to the credit bureaus, Advantage Federal Credit Union is following the requirements of the Fair Credit Reporting Act.  If you have any additional questions or concerns, please do not hesitate to contact the undersigned.Sincerely, Advantage Federal Credit UnionEric W. H*******Director of Legal Services and Compliance Cc: Better Business Bureau

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a shared bank account with my mom, the bank account occurred overdraft fees that didn’t make sense but we still paid them. Everytime we requested to remove this as an option everytime we were supposed to be accommodated we didn’t. Yet it is all recorded on file I have spoke to reps, bank managers, and tellers no one fixed or resolved the issue now they have sent the account to the check system.

  

  Business Response

  Date: 08/30/2024

  
  Mr. ********:
  Advantage Federal Credit Union has received your complaint filed with the Better
  Business Bureau on or about August 26, 2024, regarding "Customer Service Issue"
  related to credit reporting.
  A cursory review of the account in question indicates the following:
  On January 4,2024, the Asset Solutions Representative spoke with ****** T.
  *********, joint member and primary on the account. The member was advised
  that all transactions on the account were linked to the joint members card, to
  wit: ******* ** *********
  The primary member was advised of the transactions linked to this account
  (xxxxxx*********) and, furthermore, those charges were legitimate.
  Thereafter, the primary member claimed that branch staff told her on or about
  September 30,2023, the account would be closed. I do not see anything
  representing this discussion.
  The primary then stated that the branch told her they would conduct a fraud
  investigation on the account and contact her with the findings. The Asset
  Solutions Representative then asked who the primary met with at the branch,
  and she replied, "she did not recall the staff members name, but she signed an
  account closure form."
  The Asset Solutions Representative conducted a check within its system notes,
  and it was determined to the best of our knowledge no account closure forms
  connected to the account was executed.
  The primary continued to say she wasn't going to pay and, was advised by the
  Asset Solutions Representative to meet with someone at the branch and/or have
  her son go into the branch to file a dispute.
  The response was that filing a dispute doesn't make sense as she told her son to
  "cut the cards up." As a courtesy, the account history was reviewed again and
  the primary insisted that her son never "did any of those transaction because she
  made him cut the card up."
  and ended call.
  
  To date, neither member filed a dispute of the transactions just demanded the
  balance be cleared by AFCU.
  The account and balances were charged off.
  With respect to the **** Reporting, Advantage Federal Credit Union is required to
  comply with the Fair Credit Reporting Act when reporting to credit bureaus. As part of
  this reporting, we are required to ensure the accuracy and integrity of the information
  provided to consumer reporting agencies.
  We will need further documentation, including any police reports, steps taken with the
  and any other documents that will substantiate your request to change reporting.
  If we do not receive the additional documentation from you by Friday, September 6,
  2024, we will consider this matter closed. If the appropriate documentation is provided,
  we will review and provide you with the results of our review.
  Sincerely,
  Eric W. H*******
  Director of Legal Services and Compliance
  Cc: Better Business Bureau

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint regarding Advantage FCU’s non-compliance with the Fair Credit Reporting Act (FCRA) due to inaccurate reporting of my account details and failure to provide the required notice of negative information If you cannot provide me with the requirements signed dated notices under FCRA law 1666b/623a7 from around the time the alleged late payment happened i ask you to remove this account #*********** Upon reviewing my credit report, I discovered that Advantage FCU has inaccurately reported the last date of activity on my account as 09/2022, whereas my records indicate the last payment was made in 11/2022. This discrepancy constitutes inaccurate reporting, which violates Section 1681s-2(a) of the FCRA, which mandates furnishers of information to provide accurate information to consumer reporting agencies. Additionally, under FCRA Section 623(a)(7), creditors are required to notify consumers when they report negative information to credit bureaus. I never received any such notice from Advantage FCU regarding the disclosure of negative information related to my account. This failure to comply with the notification requirement further constitutes a violation of the FCRA. This non-compliance has caused significant distress and financial harm, including a lowered credit score and potential denial of credit. As a customer of Advantage FCU, I am deeply disappointed with this oversight and the adverse impact on my financial health. To resolve this issue, I request that Advantage FCU promptly take the following actions: Conduct a thorough and reasonable investigation into the disputed account details. Correct any inaccuracies found and update the information with all relevant credit reporting agencies. Provide written confirmation of the actions taken to address this issue. Ensure compliance with FCRA Section 623(a)(7) by providing the required notice of negative information disclosure to consumers.

  

  Business Response

  Date: 07/09/2024

  While we regret that Mr. ***** is dissatisfied with what has occurred, this matter had been addressed with him internally multiple times, both directly and through disputes from the credit bureaus. In direct communication with Mr. *****, he did not initially dispute the accuracy of reporting.  He asked for changes to reporting as a courtesy, as we have verified that our credit reporting is accurate and in compliance with the Fair Credit Reporting Act and any other applicable regulations.   Mr. ***** did subsequently initiate formal disputes, where we again, have verified the accuracy of our reporting. Will not be changing credit reporting that is accurate. As such, we will be altering any of our credit reporting on Mr. *****’s auto loan.

  

  Business Response

  Date: 07/12/2024

  Mr. ***** provided screenshots showing his account paid off and paid as agreed. 

  It is not clear what further resolution is needed or even possible.

   

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Advantage continues to show neglect incompetence and carelessness and not addressing my complaint. I made clear to advantage I'd like to see proof if they followed the FCRA guidelines. Which they have not shown they did, this furthermore proves they have violated FCRA. I am looking into seeing legation against advantage and possibly seeking damages this BBB complaint ill be looking to use in court if legation is pursued. Again i ask advantage to show proof that they followed the FCRA laws they have to follow if they cannot i ask them to remove this account from my credit reports immediately. Regards, ******* *****

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON NOVEMBER 10,2023 I went to the ATM to withdraw money on my ****** card. The ATM never dispensed out the money. I looked into my ****** app and no money was in the account but the money never came out of the ATM I tried to withdraw the funds again and the balance said .00. I Went into the bank and told them what happened they said it was nothing they could do and to call the back of my card. I called the card and they said I had to do a dispute ****** never sent me the paperwork and I still have the receipt from the transaction.nothing been resolved and I couldn’t pay some of my bills this month.

  

  Business Response

  Date: 12/14/2023

  We will work directly with the consumer to resolve the issue. 

   

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2022, AFCU helped refund some overdraft fees as the result of an error on my account. Part of the fees were caused by their service team providing me with incorrect information; I greatly appreciated them working with me to resolve my concerns at that time. Now again in July 2022, another error was made on my account and I was charged another $36 overdraft fee. While I take accountability for what caused the error, I was again provided bad information by AFCU which could have prevented this from happening to me yet again. The last time I asked about an overdraft protection account, I was told there was still the same $36 fee that would be charged to dip into the overdraft account, therefore I of course decided not to open one as why would I? Come to find out the fee would actually only be $7 OR would be nothing at all as they do offer an overdraft line of credit for which there would be no fee. I am extremely disappointed as I would have opened this account last time this happened to protect myself had I not been given the misinformation I was. As a result, I feel that AFCU is responsible for reimbursing me this $36 fee again and I plan to open an overdraft account immediately which will prevent this issue from ever happening again.

  

  Business Response

  Date: 08/31/2022

  We will review the account and contact the member directly to resolve any issues.  

  Customer Answer

  Date: 09/01/2022

  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, ******* ****