Business Profile

Credit Union

Air Force Federal Credit Union

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Complaints

This profile includes complaints for Air Force Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

23 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:12/12/2024
Type:Billing 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 was originally with AFFCU, and when my account switched to ******************, I had some questions about my account and the company. I couldn't find any background on several members of the board, and my balance didn't seem accurate. Despite writing and calling numerous times, I've received no certified accounting to verify my balance. In addition, the reps are rude and the CEO won't respond to notarized affidavits requesting accounting and novations to the original contract. I read up on Banking laws and found out that this bank/and any bank, used my SSN, Name and Signature on a credit app to obtain $47,005.20 from the ************ for a car I was supposedly financing with them. Soarion took all the money, even though only $5,691.01 was supposed to be the finance charge. Then Soarion has me paying them every month, even though all the money needed for a car and Finance charge has been given to them in a *** Reserve Swap. I called them out, and said this was deceitful, and I mailed a rescission of my authorization to force me into a fraudulent contract. So far, I've been ignored. All Soarion keeps saying is that you signed so you pay. No, contracts are to be negotiable, equitable and voluntary. This is pure fraud and identity theft, if they have been securitizing/using my credit for collateral for additional 'loans', which is how I understand fractionalized banking works. I had no idea others felt the same as me, until I read through this company's C- rating, and fraudulent behaviors towards other consumer/veterans. I will never do business with this organization again. No one I've spoken with has any idea what's going on, or what is lawful, they just threaten you to pay up or else. Or else? You already got all the funds in full without consideration, only using my credit application/Security Agreement as the collateral with the ****************. I verified that you have direct access to the ************ so this is pretty clear that you are defrauding me.
Business Response
Date: 12/23/2024
Soarion will work directly with our member to resolve any complaints.
Initial Complaint
Date:10/31/2024
Type:Billing 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 was deployed to an active war zone and missed a credit card payment due to no wifi or cellular service. This is affecting my credit score and my security clearance. I spoke with soarions employee ******* about 5 times and he refused to transfer me to a manager. He told me he didn't care that I was deployed and didn't care what the guidelines of SCRA stated and me missing a payment was not his problem. I have reported this to the all credit agencies. This is the most unprofessional thing I have ever dealt with I have been a member for almost 15 years. They refused to removed the missed payment from my credit report. This is a direct violation of SCRA laws and guidelines.
Business Response
Date: 11/05/2024
Soarion CU will work with our member directly on this complaint.
Initial Complaint
Date:10/07/2024
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 was initially an Air Force Credit Union customer, which later transitioned to **********************. I contacted Soarion to close my account, and the representative I spoke with handled the request professionally. I believed I had completed the required online form to finalize the account closure.Several months later, when attempting to withdraw the remaining five dollars, I was charged a $29 fee for having too low a balance after the withdrawal. I had not been informed of this fee, as Soarion did not notify me via email, phone, or mail regarding this charge.I only became aware of the issue last week when I received a notification from Experian that my credit score had dropped by 155 points overnight due to a charge-off that Soarion sent to collections. I had believed the account was closed, and my credit score, which had been in the 800s, has now been severely impacted due to this oversight. I have never missed or been late on a payment, and this drop is a direct result of Soarions failure to notify **** have contacted Soarion's customer service, and they recommended that I reopen my account, pay the fee, and dispute the chargeback. They assured me that Soarion would confirm the payment with the credit bureau. However, I do not wish to return as a customer and believe ****************** is responsible for not informing me of this fee. I also don't understand why there was a fee in the first place if I need to reopen an account to pay the fee.I kindly request your assistance in resolving this issue and restoring my credit score.
Business Response
Date: 11/05/2024
Soarion CU will work with our member directly on this complaint.
Initial Complaint
Date:10/04/2024
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 called in and made payments for my credit card through employees for the last two months and put the blue I get a notification that my credit score dropped because I was 30 days late for a payment so I called the bank on the phone I spoke with ******* **** said he was a manager and stated that he heard the calls and it was an error on there end that he heard the employee state that I owed only 118 dollars and paid 150 and that he would try to get this resolved and reversed off my credit for being late and he would call me back I turned around and called back after I never heard from him and he stated that he can not get it reversed and that it was my fault because I had a statement sent to me which I never received and stated that I could not talk to anyone over him !! And hung up the phone afterwards
Business Response
Date: 11/05/2024
Soarion CU will work with our member directly on this complaint. We have also mailed this letter to the member due to only receiving this complaint through mail.
Customer Answer
Date: 11/05/2024
Complaint: 22380344

I am rejecting this response because: thats not true I attached a report from Experian showing that it was reported 30 days passed due . And when I tried to call and get this resolved I keep getting transferred to the same person and hung up on I would really like someone to get this off my credit report and resolved

Regards,

Sharia ******
Business Response
Date: 11/06/2024
Soarion CU has called the member to go over her concerns and advised her what is need to move forward with her CC with Soarion CU.
Initial Complaint
Date:08/29/2024
Type:Billing 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 was reviewing my Transunion, Experian, Equifax credit report and its appears that I have a late payment on a closed account, that I have never been late on because to be considered late under the **** it has to be 30 days. I was never late on this account for 30 days.I contacted them several times about this violation of the FAIR CREDIT REPORTING ACT 15 USC 1681(2)(a)(i) Exclusions, which states a consumer credit report is NOT posed to include transactions or experiences between the consumer and the person making the report, and a late payment is an experience in a credit transaction, so that mean LATE PAYMENTS ARE ILLEGAL and shouldn't be on my credit report.
Business Response
Date: 09/08/2024
Soarion CU will work with our member directly on this complaint.
Customer Answer
Date: 09/09/2024
Complaint: 22213550

I am rejecting this response because:
I've called and tried to handle directly with your company and you deliberately told me to reach out to CRAs and they all say to reach out to you because you're reporting it. Next complaint will be with the attorney general because this is a direct violations of several of my consumer rights and it's defamation of character that's causing me pain and suffering because of you fraudulently reporting a late payment that i was never late on.

Regards,

*****************************
Business Response
Date: 09/18/2024
************** was contacted by phone to discuss his situation. Soarion Federal Credit Union informed him that his loan was late but had since been paid off and closed. Soarion CU reported the information accurately to the credit bureaus and, as such, we cannot make any updates to ****************** account since the details are correct, including the late payment.
Customer Answer
Date: 09/18/2024
Complaint: 22213550

I am rejecting this response because:

i deliberately told him this account is a fraudulent account and the information is inaccurate but continues to airgue with me. Very unprofessional

Regards,

*****************************
Initial Complaint
Date:04/10/2024
Type:Billing 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 have an account with a loan that was paid monthly. I called to pay the remaining loan balance off yesterday. They gave me the payoff I authorized the payment and was done. Today I looked at my bank account and was surprised to see 2 things. One they charged me an additional payment and two they also charged me $***** statement fees. I called and was able to get my money back on the extra payment. I spoke with ***** in the ***************** and asked her why I was charged ***** and she said there were statement fees due. I explained I have never received a statement and was never made aware of this. I don't have mobile access for this account because it is set on automatic payments, and I don't utilize the account for anything else. Furthermore, I asked why I was not told about this ***** yesterday. She wasn't very helpful and when I asked to speak with someone higher up, she said clearly "EH" and put me on hold. The person that came on the line was named ******* who refused to give his last name but said he was a "Lead" in the department. I explained the situation and his response was they don't call members to let them know they are negative; they don't send notices it is not a part of the process. He also said the balance was not high enough for anyone in the collections department to utilize their time to at least let me know I had ***** in statements fees for statements I never received. He could not give me a reason why I wasn't notified yesterday about this or at any other time. All he said was, "what difference would that have made". We went back and forth. He was very monotone but condescending. I asked to speak to someone else and he said No, this call stops here. There is no one else you will be speaking with. I insisted as a member to speak with his manager and he again said " You will not get a refund and you will not be speaking with anyone else today or any other time. I said I would be calling back to speak with another person, and he said you can call but you will not speak with anyone else, and I have notated the account, so this stops here. I just paid my loan off in full and was treated like a lower-class citizen with no rights by this credit union. I bank at other financial institutions and have never been treated this way. When a bank or credit union goes out of their way to help a member the member feels important and stays. When the opposite happens, that's when the member closes all accounts and moves on while also letting everyone they know, to do the same. Obviously AFFCU (Soarion now) does not care and does not do true customer service training. I am asking for a full refund of the $*****.
Business Response
Date: 04/11/2024
Soarion Federal Credit Union has investigated this complaint and we spoke to the consumer and resolved the situation with the consumer. Thank you
Initial Complaint
Date:04/02/2024
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.
*** had a loan with AFCU for some years now and Ive honestly been struggling to make the payments due to extenuating circumstances. *** reached out and explained these situations to customer service but have not been able to get any assistance with my issues. Ive requested information on a higher contact other than customer service but the response has been that they have no contact just giving me the run around. I lost my job in January but regained employment in March, so I spoke with someone who stated that I have until April 15 to catch up or my car will be picked up or I will be taken to court. I just think that this company lacks empathy and doesnt care about their customers. I get it this is a business but life happens and sometimes happens fast. They are basically telling me to lose my car which is my only means of transportation and lose my job that feeds my family. There has to be something that can be done.
Business Response
Date: 04/05/2024
AFFCU/Soarion Federal Credit Union will investigate and will contact the member directly to assist with this issue. Thank you
Customer Answer
Date: 04/05/2024
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,

***********************************
Customer Answer
Date: 04/15/2024
Complaint: 21517112

I am rejecting this response because:
The company claimed they will reach out but I havent heard from them.

Regards,

***********************************
Business Response
Date: 04/24/2024
Good Morning,
We have mailed and uploaded a letter to the member with the requested documentation.
Thank You
Initial Complaint
Date:04/02/2024
Type:Billing 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.
This agency has marked my late by 30 days three months on .y credit report whi h is not accurate. They updated their app and it messed up. I have called, emailed, reached on on social media and used the company messenger. I was continuously told someone would reach out to me to discuss my account that was two weeks ago and no one has. This credit union caused my rating to pkumet causing me to lose financing for my house and become homeless with an 18 mo th old. A 20 mi use meeting would clear all of this up. They are stating I'm 30 days or.more **** on payments when I'm not.
Business Response
Date: 04/12/2024
Please see the attached response. Thank you.
Customer Answer
Date: 05/08/2024
Complaint: 21516874

I am rejecting this response because:
I would like to rebutted

The business has not reached out to me. Both the business and the lawyers have not responded to my weekly request to go over my account.

Regards,

*************************
Business Response
Date: 05/14/2024
Good Afternoon,
****************** has been responded to through phone and by letter as well.

Customer Answer
Date: 05/14/2024
Complaint: 21516874

I am rejecting this response because:

i have received no phone call or letter to help woth this matter the business is lying.

Regards,

*************************
Initial Complaint
Date:03/28/2024
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 have had this bank for 36 months at this point.The last 16 months I have undergone two major spinal surgeries which led to income loss.As a single income household of 6 with 4 children, to say the least, it was a very hard time in our lives. My auto loan ended up getting behind and I had spoken to them just about every month and was working to catch up but needed some help.It got to the point in the last few months that they started getting more aggressive, rude, inconsiderate and not only unprofessional but inhumane.I asked for help on solutions or if there was any way they could help me out during my hardship to which they laughed and told me to "get caught up and use the skip a pay option.The thing was, I couldn't catch up and that's why I was seeking help. A little over a month ago my interactions with the asset recovery division became not only unprofessional and unpleasant but to the point where by the end of the calls I had been called a liar, I was degraded and talked down to as if I was a lesser person because I was physically unable at times to work due to my physical condition with the surgeries.They sent a letter to cure which arrived 6 days after I was supposed to respond by. When I called in about it I was informed everything was fine since I had kept my payment arrangement and not to worry. I then spoke with a supervisor who treated me the same way as the employee before.The day the conversation took place between the employee and I, a notice or acceleration was sent out and I received it after the date I had to respond by. When I called in about this letter and spoke about how I have kept my arrangements and what had been taking place the supervisor informed me it was OK and they would finally help. The call "ended" but she had actually never hung up and I could hear as her and her coworkers laughed at me and talked bad about my situation as it was some big joke, about 45 seconds into this she realized she never hung up and quickly ended the call.
Business Response
Date: 03/29/2024
AFFCU will investigate and will contact the member directly to assist with this issue. Thank you
Customer Answer
Date: 04/03/2024
Complaint: 21494793

I am rejecting this response because:

Regards,

***************************
Initial Complaint
Date:03/07/2024
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.
We refinanced a loan and went through this credit union. They have reported my payment late twice since October when I have never been over 30 days. Their explanation is that the payments don't post until they get around to processing it. This is 5 to 7 days later and should not impact my credit report because they have archaic processes. My last payment was paid on the 28th and they reported that the payment was made on March 5th resulting in a second ding to my credit report. I was told I needed to speak with their credit department and when she came back to the line she informed me that they would not take my call because the answer is the same one she gave me. VERY unprofessional. They have an option to contact them through their website but the response is always the same, 2 days later you are told to call. They do nothing in writing. I have two late fees and two hits to my credit that are unfounded. The day a payment is made is the day the account should be updated.
Business Response
Date: 03/13/2024
AFFCU will investigate and will contact the member directly to assist with this issue. Thank you.

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Air Force Federal Credit Union is NOT a BBB Accredited Business.