ComplaintsforAmerican Airlines Credit Union

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Initial Complaint
04/08/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is ************ and *****************
Business response
04/18/2024
BBB Complaint ID: ********
American Airlines Federal Credit Union mailed a letter, via ***** to Mr. ****** addressing his concerns on April 17, 2024.
Thank you,
*********************************
Senior Analyst, Complaint Management
Legal Department
American Airlines Federal Credit Union
Initial Complaint
03/28/2024
Complaint Type:
Billing Issues
Status:
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.
In December 2023, I tried to activate My debit card from AACU. It would not work over the phone, so I called an agent and was told that my account was deactivated due to fraudulent activities. I was confused because I had never used this account before and had no idea what activity was on my account. The agent told me that two checks had been written and cashed from this account. I told the agent that I never ordered any checkbooks nor have I written any checks, as I have never used this account before. The agent looked in the system and recognize there was forgery on the checks and that the signatures did not match my own on file. He said he would send this information to the **************** to investigate. I never heard anything back. January 2024 I reached out to ask about the investigation and was told that it was declined because too much time had passed between the charges and the request to investigate. They told me that I am responsible for the nearly $500 that was stolen out of my account, even though they have proof that it was not me that did it but indeed fraudulent activities.
Business response
04/15/2024
BBB Complaint ID #********
American Airlines Federal Credit Union mailed (via ***** a letter to ********************** addressing her concerns on April 12, 2024.

Thank you,

*********************************
Senior Analyst, Complaint Management
American Airlines Federal Credit Union
Initial Complaint
03/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased tickets for the Acropolis for 1/5 online in the morning. I provided my email address since they were electronic tickets, but I never received any email with the tickets. I tried calling the Acropolis ticket office but nobody answered. Then I went to the actual ticketing office at the entrance of the Acropolis and requested my tickets to be reprinted since I never received the email with them. They told me that without the email there was no way for them to find them, not even with my credit card number. I was forced to buy two new tickets on the spot in order to gain access. I would like to add that they also overcharged me for this charge that I am disputing. At the ticketing office it only costed me 10 euros per ticket, but what they charged me on the transaction that I am disputing is way over 20 euros total. I am attaching a picture of the two tickets I was forced to buy at the ticketing office. I disputed the charge with the credit union. I submitted picture of the two extra tickets I had to buy and they closed met dispute saying that they received information from the merchant. They did not provide me any documentation of what they received from the merchant. I explained that I never received the services I purchased but they still closed my dispute. Today 3/25 I received the dispute denial letter, with the "evidence" that the merchant sent. First they claim the transaction was face to face, which is a lie since I purchased the tickets online. Second, they send a picture of a credit card purchase slip with a signature which is NOT mine, it is a forged signature. I contacted **** who is the one that manages disputes multiple times afterwards but they refused to help me. I called American Airlines Credit Union and they kept transferring me to PSCU. I am attaching picture of the two extra tickets I was forced to buy in order to gain access to their attraction.
Business response
04/25/2024
BBB Complaint ID: ********

American Airlines Federal Credit Union mailed a letter, via ***** to ****************** addressing his concerns on April 24, 2024.
Thank you,
*********************************
Senior Analyst, Complaint Management

Legal Department

American Airlines Federal Credit Union

Customer response
04/25/2024
Complaint: 21486484

I am rejecting this response because:
I am awaiting for such letter to arrive. Thank you.

Regards,

***************************
Business response
04/25/2024
BBB Complaint ID: ********

American Airlines Federal Credit Union mailed a letter, via ***** to ****************** addressing his concerns on April 24, 2024.

Thank you,

*********************************
Senior Analyst, Complaint Management
Legal Department
American Airlines Federal Credit Union
Customer response
04/25/2024
Complaint: 21486484

I am rejecting this response because: I cannot consider this as resolved since I am still awaiting their letter. Once I receive it then I can review it and make a decision. Thank you.

Regards,

***************************
Customer response
05/08/2024
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
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My account was hacked. The bank maintains I gave a third party a code, sent to my phone, to access my account. I asked for a record of this accusation. They said I would need a subpoena. They also maintain I gave a third party my login and password. When they asked if I gave anyone access to my account, I was distraught, and told them yes. Of course I was referring to my routing and account number. However they never allowed me to record my statement. They also belittled and patronized me for sending money to a third party. They did not protect my interest, my account or my family. My account has been restricted to cash only transactions. I could close the account, however a 7 yr account is imperative to building my credit. However with 6 children it is imperative that I have access to transfer money within my family. American Airlines Credit Union cared nothing of this. Their fraud department consist of three people. I asked for their credentials that constitute the experience and education that allow them to be considered,"fraud experts". No credentials were provided. These individuals were unprofessional bully's with a lack of emotional intelligence. I am requesting the restrictions on my account be lifted. I am a good customer. I have never filed a complaint, bounced a check,or defaulted on any loans or payments.
Business response
04/02/2024
BBB Complaint ID #********

American Airlines Federal Credit Union responded to ************ addressing her concerns on April 1, 2024.

Thank you,

*********************************
Senior Analyst, Complaint Management
Legal Department
Initial Complaint
02/16/2024
Complaint Type:
Billing Issues
Status:
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.
American Airlines Federal Credit Union _ Compromised Accounts/Fraudulent Activity February 13, 2024, There was a balance transfer charge in the amount of ****** on a secured **** credit card. I did not do this transaction. There was also a card replacement fee in the amount $5.00, which I did not request. I called AAFCU *********** And was just given the runaround and transferred to many different numbers and nobody was able to assist me in reporting this fraudulent activity. The final agent was very unprofessional and hung up on me. February 4, 2024. There were 3 fraudulent charges in the amount of $150.00 totaling. $450.00. I did not make these charge and their fraud department said the will investigate. I deactivated both cards and will file a charge with the local police.
Business response
03/04/2024
Better Business Bureau Complaint # ********

American Airlines Federal Credit Union sent a letter to ******************** addressing his concerns on March 4, 2024.

Regards,

*********************************
Senior Analyst, Complaint Management
American Airlines Federal Credit Union
Initial Complaint
02/13/2024
Complaint Type:
Customer Service Issues
Status:
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.
After my account was compromised with money stolen from it at the beginning of January ****, I was forced to open a new checking and share account. Since then I have not been able to deposit checks myself through the mobile app, pay my mortgage that I have with them, pay my credit card that is them as well, transfer money between accounts within them, nor use my debit card to withdraw money at an ATM. I have spoken with them several times between January and now February, and still NOBODY has been able to resolve my issues. First they said they would email me about the situation within three days, this happens twice, but nobody ever got back to me. Then I demanded to talk to a manager on the phone, and they said all of them were in a meeting, that they would give me a call back, nobody did. Before today 2/13, the last person that spoke to me said that they were opening an IT ticket, and would get back to me in three days, again nobody did. Finally today I called AGAIN, and I was able to finally speak with a supervisor named *******, who told me it will take from three days to A WEEK to resolve my tickets. How it it possible that it takes so long, and that I have to be the one following it up since they have never initiated any communication?! Why such incompetence?!
Business response
02/19/2024
BBB Complaint ID #********

American Airlines Federal Credit Union responded to **************** addressing his concerns on February 14, 2024.
Thank you,
*********************************
Senior Analyst, Complaint Management
Legal Department
Initial Complaint
02/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
******** ******** ******* ****** ***** committed FRAUD and FALSE advertisement. A new account was opened in 2023. I was advised that I would receive $50.00. $25.00 for making $25.00 or more in debit card purchases within 60 days and $25.00 for opening a new account. I only received $25.00. See attached documented proof of such. I have tried to reach out to ******** ******** ******* ****** ***** numerous times to no avail to receive my $25.00 as I was promised.
Business response
02/20/2024
BBB Complaint ID #********

******** ******** ******* ****** ***** responded to *** **** addressing his concerns on February 20, 2024.

Thank you,

***** *********** ****** ******** ********* ********** ***** **********
Customer response
02/20/2024
Complaint: ********

I am rejecting this response because:

*** *********** has misrepresented the situation to the BBB and has been untruthful with you. Be advised that the $25.00 is OUTSTANDING and PAST DUE from ******** ******** ******* ****** ***** as previously advised.
Be advised that *** *********** works in the LEGAL DEPARTMENT and NOT the credit union that this complaint was about therefore she has NO knowledge and her comments are hearsay.
I trust that this clears up *** ***********'s continued confusion and that the $25.00 check or money order will be mailed to me or deposited to my credit union account as promised.

Regards,

******* ****
Business response
03/04/2024
Better Business Bureau Complaint # ********

American Airlines ******* ****** ***** sent a letter to *** **** addressing his concerns on March 4, 2024.
Regards,

***** ***********
****** *******, ********* **********
******** ******** ******* ****** *****
Customer response
03/04/2024
Complaint: ********

I am rejecting this response because:

***** *********** did NOT attach a letter to this complaint and NO letter was received on 3/4/24 as ***** *********** stated.

Regards,

******* ****
Business response
03/14/2024
Better Business Bureau Complaint # ********
******** ******** ******* ****** ***** mailed a letter to *** **** addressing his concerns on March 4, 2024.
Regards,

***** ***********
****** *******, ********* **********
******** ******** ******* ****** *****
Customer response
03/14/2024
Complaint: ********

I am rejecting this response because:

*** *********** has attached NO letter to this BBB response as s/he has referenced.

Regards,

******* ****
Business response
04/02/2024
Better Business Bureau Complaint # ********

******** ******** ******* ****** ***** mailed (via USPS) a letter to *** **** addressing his concerns on March 4, 2024.
******** ******** ******* ****** *****’s ****** ******* never referenced that a letter was attached to any of the BBB responses.

Regards,

***** ***********
****** *******, ********* **********
******** ******** ******* ****** *****
Customer response
04/03/2024
Complaint: ********

I am rejecting this response because:
***** *********** did NOT mail a letter to me for my review. As such no further consideration can be given without said letter as I am sure the BBB can agree. As you can see this is a documented pattern of behavior by ***** *********** and she has been dishonest with the BBB.

Regards,

******* ****
Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My debit card was fraudulently used for three transaction. American Airlines FCU called to alert me that suspicious transactions appeared for two small payments to ********* I spotted a charge of $106.58 to ************ I have never applied for, solicited information about, nor obtained or used a *********** plan or device. I disputed the charge and the credit union investigated. They decided the charge was valid because the order was placed using my name, address, phone number and email. *********** somehow flagged the order for two phones as fraudulent, canceled the order and closed the account(s).*********** cannot issue a refund because the credit union initiated a chargeback and it appears I was refunded. The credit union will not issue a refund because the person who fraudulently used my card, also used the name (mine) and contact information associated with the card to perpetrate the fraud. I spoke with ****** in ***********s Fraud Department and she assures me they will issue the refund directly the credit union contacts them at ************ to confirm that I have not been refunded. *********** is not able to take my word, nor do they have a fax or email for customer correspondence so I can send them a letter from the credit union denying my claim.My credit union refuses to follow up with *********** and now tells me that, because of the time that has passed between October and now while I have tried to negotiate in good faith, it is too late for me to initiate a new dispute claim. I am expected to forego the $106.58 that was fraudulently debited from my account because the ********************************************* has decided to keep it. I would like help obtaining a refund.
Business response
01/11/2024
BBB Complaint ID #********

American Airlines Federal Credit Union responded to ****************** on January 10, 2024.

Thank you,

*********************************
American Airlines Federal Credit Union
Senior Analyst, Complaint Management
Legal Department
Initial Complaint
11/30/2023
Complaint Type:
Customer Service Issues
Status:
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.
I received a call from AAFCU about fraud activity on my account. I called in an got ******* on the phone at 2:31pm. She was very rude, and she refused to take my Employee ID #. I requested to speak to a supervisor and ******* didn't want to transfer me to one. I told her that is my right to request one. She finally transferred me to ******* who was very disrespectful to be in a position of a supervisor. ******* was over talking me while I was speaking which is rude and unprofessional. I asked to speak to her manager. She told me that she was not going to transfer me to her manager. I asked her to put me in her voicemail and she refused to do that. She said she will have her call me back which I know she is not going to do. She disconnected the call while I was still on the line. I had to call back that is when ***** (****) picked up the line. I told him "No disrespect to you" but I would like to speak to a supervisor. He wanted to know why I wanted a supervisor. I told him that I was only going to explain myself one time because I am under the weather so if you can transfer me to one would be appreciated. He said that he had to authenticate me. I told him that the supervisor can do that when they come online. ***** told me to hold on. ***** disconnected the call. I called back to get ***** at 2:43pm. I explain to her that I would like to speak to a supervisor. ***** transferred me to ****** who was unprofessional as a supervisor. ****** overtalked me while I was speaking, she seem like she didn't care about my previous experience with her colleagues. She made a comment about this is the second time that my account has had a problem in the last couple of months which that remark she could have kept to herself. ****** also said that they are not suppose to take my EID to use to pull up my account which that has never been told to me by any supervisor. I always use my EID when I call in to customer service but I can't use that info when I call in to the fraud *****
Business response
12/08/2023
BBB Complaint ID #********
Dear ****************,
American Airlines Federal Credit Union sent a letter to ****************** addressing her concerns on December 8, 2023.
Thank you,
*********************************
American Airlines Federal Credit Union
Senior Analyst, Complaint Management
Legal Department

.
Customer response
12/11/2023
Complaint: 20940364

I am rejecting this response because: I never received anything from American Airlines Credit Union. If they sent me something they should make sure it was sent to the correct mailing
address. Don't send no email because I don't check my emails on a regular basic. Thanks in advance.

Regards,

*************************
Business response
01/03/2024
BBB Complaint ID #********
American Airlines Federal Credit Union responded to ****************** on January 3, 2024.

Thank you,

*********************************
American Airlines Federal Credit Union
Senior Analyst, Complaint Management
Legal Department
Initial Complaint
11/10/2023
Complaint Type:
Billing Issues
Status:
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.
Credit was applied for, but credit was not issued. American Airlines Credit Union is withholding my securities, interests and my right to credit. American Airlines Credit Union is in violation of the Equal Credit Opportunity Act and the *************** Act. I have a right to credit, as I am an informed consumer on the use of credit and I am aware of the said violations. American Airlines Credit Union has not responded to my letter that was received on October 17, 2023.Letter was sent certified mail, tracking #: ********************** I am simply asking American Airlines Credit Union to approve the loan, or retract my credit application since I am not benefitting from this transaction. If they cannot do either, I will hold American Airlines Credit Union criminally liable for all damages this has caused me. Please send me a written response.
Business response
11/13/2023
BBB Complaint ID #********

TO WHOM IT MAY CONCERN

American Airlines Federal Credit Union sent a letter to ************** addressing her concerns on November 10, 2013.

Thank you,

*********************************
American Airlines Federal Credit Union
Senior Analyst, Complaint Management
Legal Department

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