ComplaintsforAmerican Airlines Credit Union

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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
Initial Complaint
10/03/2023
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.
I had an auto loan with American Airlines Credit Union. I was under the impression that automatic payments had been set up. On Friday the 29th of Sept, 2023, at 5:01pm (after banking hours), I received a phone call notifying me my previous months payment was never received. I tried to pay via debit card on the spot but was told I would be reported to credit agencies for the late payment since it would not post until the next week. Was told paying in person the following day, Saturday the 30th, at one of their locations would avoid the report. So I paid in cash for the previous month and the current month since it was now due on Saturday the 30th, less than 24 hours after initial notification of an issue. I found out the following Monday via Experian they had reported the late payment anyway. It is important to note, I never received any written or otherwise notification until after banking hours on Sept 29th.
Business response
10/13/2023
BBB Complaint ID #********

TO WHOM IT MAY CONCERN
American Airlines Federal Credit Union sent a letter to ************** addressing his concerns on October 13, 2013.
Thank you,
*********************************
American Airlines Federal Credit Union
Senior Analyst, Complaint Management
Legal Department
Initial Complaint
10/03/2023
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.
I'm seeking assistance with the following account listed in my credit report. I am complaining because I want this account late payments to be removed and correct the account status to be paid as agreed but still the ***** credit bureau has no response or action about the account in my credit file. To resolve this problem I would like you to aid me to correct the late payments in the account that is damaging in my file. The following account is listed in my credit report:***** ********** Balance: $521.00 ***** ******* Balance: $0.00 ***** 483369**********Balance: $527.00
Business response
10/13/2023
BBB Complaint ID #********

TO WHOM IT MAY CONCERN
American Airlines Federal Credit Union sent a letter to ****************** addressing her concerns on October 13, 2023.

Thank you,
*********************************
American Airlines Federal Credit Union
Senior Analyst, Complaint Management
Legal Department
Initial Complaint
08/14/2023
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 husband passed away about 18 months ago. Right after his passing I went to AACU to change the name on his truck loan to my name. ************************* at our local branch told me to leave it like it was as long as I kept money in the account for the drafted payments. In May, without any notification, the credit union withdrew over $4000 from that account and applied it to principal of the loan leaving 3 payments remaining. In July they repossessed my truck. They claim it was because I wasn't executor of the estate. We didn't have enough investments to have probate. This was so wrong and I want the repossession fees back. The payments were made every month. We have been married 45 years. They have my phone number and address but I received nothing. This is a horrible policy that allows them to do this to someone that thought everything was fine. I was told by their people to leave everything the same. We have been with the credit union for 20 yrs. Be warned, they are crooks!
Business response
08/23/2023
BBB Complaint ID #********

TO WHOM IT MAY CONCERN

American Airlines Federal Credit Union sent a letter to **************** addressing her concerns on August 23, 2023.

Thank you,

*********************************
American Airlines Federal Credit Union
Senior Analyst, Complaint Management
Legal Department
Initial Complaint
05/26/2023
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.
15 U.S.C **** Section 602 A. States I have .the right to privacy.15 U.S.C **** Section 604 A section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.15 U.S.C 1692C Without prior consent given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt.
Business response
06/12/2023
Better Business Bureau Complaint # 20107469
TO WHOM IT MAY CONCERN:
American Airlines Federal Credit Union sent a letter to ****************** addressing her concerns on June 9, 2023.
Thank you,
*********************************
American Airlines Federal Credit Union
Senior Analyst, Complaint Management
Legal Department
Initial Complaint
05/22/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In September 2022 I called the credit union because my credit card through them was going to expire in October 2022. I requested them to send out a new card since mine was about to expire. They said they couldn't order it for me because it was an automated system and I should be getting it in the mail before it expires. I never got the card. I don't use it often because of other issues I have had with the credit union in the past. I recently used the card from in my ****** wallet while abroad (forgot it was expired) the card worked through ****** wallet. I then tried swiping the card and then it told me it was expired, I looked at the expiration date and it was expired October 2022. I called the costumer service number last week and requested a new card be sent out since my current card expired. I also made sure that I wouldn't be charged for a new card as it was their fault that they never sent me out a new card last October. I still haven't received a new card, but they have a charge on my account to replace the card. They also said they had to file my card as stolen, even thought it was never stolen. They simply never did what they are supposed to do. So my account is frozen until they mail out my new card. I should not be charged to replace an expired card. It should also be mailed out in an expedited manner.
Business response
05/30/2023
Better Business Bureau Complaint #********

TO WHOM IT MAY CONCERN:

American Airlines Federal Credit Union sent a letter to ************** addressing his concerns on May 30, 2023

Thank you,

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

Customer response
05/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I had to contact several other phone numbers and people besides the one (general customer service number) they gave me. The did not give me a direct number. Their direct response did not solve the issue at hand. I still had to talk to multiple people/departments to get the issue resolved. It was a major pain, and waste of time to get the issue resolved. They fixed the issue for this occurrence, but I expect to have the same issue next time this happens in a few years, because the same thing happened a prior time. For all purposes the issue is resolved for this occurrence at this point in time.

Regards,

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

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