ComplaintsforAmerican Airlines Credit Union

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAFCU is reporting a charged off account to my consumer report. A ****c has been issued and the account is canceled debt. The account is gross income and Income can not be reported to a consumer report per federal law. AAFCU is furnishing inaccurate and incorrect information to consumer reporting agencies. The reporting of such information has caused severe damage to my character, my reputation, my general mode of living, and my ability to obtain credit for personal and house purposes. You and your inaccurate reporting have damaged my livelihood. Also, there is no permissible purpose. I have not given verbal or written consent to any consumer reporting agencies to report on my consumer report. Delete these accounts immediately from my consumer report.

  Business response

  03/22/2022

  RE: ***** Crews 

        Better Business Bureau Complaint #********                             

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

  American Airlines Federal Credit Union sent a letter to ************** addressing his concerns on March 22, 2022. 
  

  Sincerely,
  

  
  
  *********************************
  American Airlines Federal Credit Union
  Senior ******** ********************
  Legal Department

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A settlement payment was paid to Granton and ****** on behalf of American Airlines Credit Union. This settlement was paid in August 2021. We recently were notified that this was still showing an outstanding balance of 212 dollars on my wife's credit report. We contacted Granton and ****** and they said that American Airlines Credit Union should have contacted the credit agencies to have the balance reflect that the balance was 0 dollars. I called American Airlines Debt ********************** and they stated that Granton and ****** were responsible for addressing this issue. The American Debt ********************** was rude and very unprofessional. This issue still hasn't been resolved. A settlement letter will be mailed to my wife's attention.

  Business response

  01/20/2022

  Hi,

  Please see attached. 

  Thank you,

  AAFCU

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Savvy Money is utilized by American Airlines Federal Credit Union (AAFCU). I have notice Savvy Money has negatively impacted my lending capabilities by reporting old outdated information. I understand they use information from Experian, Transunion and Equifax reporting agencies, however Savvy Money's information is not up updating its information in a timely manner causing misinformation and loss opportunities. I have had a two year Home Equity Line of Credit (HELOC), with AAFCU for 42k @ interest rate of 5% and a monthly payment of $560. In September 2021, I applied to increase my HELOC to 75K, I was offered an interest rate of 8% due to poor credit rating utilized by AAFCU provided Savvy Money. I respectfully declined the offer and applied with PenFed Credit Union I was approved for 96k @ **** locked with a payment of $602. I am currently shopping around for a mortgage and looking at my 3 credit reports, I have notice some inconsistencies that I have disputed to have corrected .However when I looked at SavvyMoney they are negligently reporting outdated information grossly inflated balances for over six accounts that have been paid off completely to a zero balance for several months now. This misinformation has cause me extremely high interest rates and loss financial opportunities alongside jeopardizing my seven year relationship with AAFCU. I have started moving my relationship to another credit union, as I do that I need to try and salvage my future lending needs by kindly asking you to accurately update your platform to report current credit information from all creditors.

  Business response

  12/27/2021

  Hello, because the complaint touches on various departments and with folks being out on vacation that we arent able to fully research and reply until next week, were sorry for the inconvenience.

  Customer response

  12/27/2021

  Complaint: 16385439
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  Business response

  02/17/2022

  We sent a response directly to ******************** on January 7, 2022. 

  Customer response

  02/17/2022

  Complaint: 16385439
  
  I am rejecting this response because:The credit union consist of predatory lending practices and therefore I have moved my relationship to another credit union who now has my business.
  
  Regards,
  
  *************************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out to AACU with regards to making payments on my account in collections due to illness. I talked to a collections agent and was told a reduced payment amount and to call back and speak to a loan specialist. When I did this I was immediately transferred back to collections. I attempted to talk to the collections agent and explain the issue. The collections agent was extremely rude and unwilling to assist or to honor what was previously told to me. This feels as though it is false advertising and in violation of the FTCs advertisement requirements.

  Business response

  02/07/2022

  Please see attached

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In May 2021, I applied for a refinance loan with American Airlines Federal Credit Union via their website. My initial mortgage was with AAFCU in 2016. I was contacted by the loan officer *********************************** in May ********************************************************* disclosures for my signature. During the loan process, an appraisal was conducted. After receiving the final appraisal, I questioned Ms. ******* about why my third floor was not included in the report. Due to the third floor being omitted, it resulted in the lesser appraisal of $5000 which is not consistent with my original appraisal in 2016. Ms. ******* denied me the opportunity to speak with the appraisal company and informed me that I would need to pay an additional $125 to have my home re-appraised. In addition,Prior to closing, I received the loan disclosures and it did not match the amount I had discussed with Ms. ******** I was advised that the closing would be delayed until these issues could be resolved. Ms. ********* refusal to assist me led me to contact *******************, JFK Branch Manger, *************************** (********* supervisor) and ************************* (********** supervisor). To date, no one has contacted me about my loan concerns. From August to November I did not receive anything in writing to notify me about my loan status. On November 8th, I received a letter dated 10/29/21 stating I owed $455 for an appraisal fee. The letter also made mention of an attachment that is supposed to list the reason why they could not continue with my loan. There was no attachment included with their letter.I am requesting for BBB to assist me with having the initial loan fee of $450 and appraisal fee of $455 refunded to me due to AAFCU's negligence and refusal to address my questions about the appraisal conducted and fees listed on the loan disclosures. I was never provided copies of the loan disclosures and was denied assistance by Ms. ******* on 7/15/21 to access their online portal to get this information.

  Business response

  11/23/2021

  Good morning, 

   

  We are responding directly to **************.

   

  Thank you,

  AAFCU - Faith **********************

  Customer response

  11/29/2021

  Complaint: 16113791
  
  I am rejecting this response because: AAFCU did not properly address the issue concerning the appraisal conducted on my home. I had informed the loan officer *********************************** that the appraisal company never confirmed the date of the appraisal and I was not afforded the right to be present for the appraisal. I was told by Ms. ******* I did not need to be present. And this is what led to the wrong information being reported on the appraisal such as my upper floor not having floors when there is clearly an entire wood floor. This appraisal contradicts my initial appraisal. I should not have to pay an additional $195 for a new appraisal because the appraisal company did not correctly report their findings.

  I also did not have proper access to all of the disclosures because Ms. ******* never created a new account when I applied for the new loan. Information about my first loan continued to come up and limited my access to the disclosures. Loan disclosures could have been printed and scanned to me but they were not. 

  The only reason AAFCU is now responding was due to this BBB complaint. From August to November no one replied to my emails. ******************** was emailed on 7/28,8/2 and 8/4. On 7/28 he emailed me stating he would assist me, asked for the best time to contact me but never did. He also did not respond to my subsequent emails. 

  All I was asking for was someone to speak to that could better address the concerns I had. Ms. ******* was not very pleasant to work with. I felt very pressured to just let things slide to get to the closing table. 

  I continue to ask BBB to help me get a resolution to this matter. It is not fair that as an already existing AAFCU client who has several loans with this bank to have to be treated this way and have to pay $925 for a loan that was never processed due to their willful negligence to contact me to address my concerns so that I could proceed moving forward with the loan.

  
  Regards,
  
  Ghenaida Slack

  Business response

  12/14/2021

  The Credit Union is continuing to work with ************** on this issue.

  Customer response

  12/15/2021

  I have requested a copy of the appraisal report on 12/12/21 from the loan department but have not received a response to date. AAFCU has already withdrawn the appraisal fee of $455 from my bank account.  

  Customer response

  12/15/2021

  Complaint: 16113791
  
  I am rejecting this response because:

  I have requested a copy of the appraisal report on 12/12/21 from the loan department but have not received a response to date. AAFCU has already withdrawn the appraisal fee of $455 from my bank account.  
  
  Regards,
  
  Ghenaida Slack

  Business response

  02/09/2022

  Please see attached.

*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. ↩