Complaints

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

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  Apple Federal Credit Union

  4097 Monument Corner Dr Fairfax, VA 22030-8640

  
• 

  Apple Federal Credit Union

  9701 Main St Fairfax, VA 22031-3759

  
• 

  Apple Federal Credit Union

  362 Elden St Herndon, VA 20170-4818

  
• 

  Apple Federal Credit Union

  8115 Gatehouse Rd Falls Church, VA 22042-1203

  
• 

  Apple Federal Credit Union

  6708 Backlick Rd Springfield, VA 22150-2913

  

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:12/17/2022

  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 performed a balance transfer to a new credit card with Apple FCU in April, 2017. As expected, I am being charged "Interest for Purchases" on each monthly statement. However, I am also being charged "Interest for Cash Advances" each month on top of that. While I have made standard purchases and normal interest for that debt is expected, I have NEVER performed a cash advance with this line of credit.I reached out to an Apple FCU representative online and they stated that a balance transfer is basically considered a cash advance, and so I will get hit with both interest charges. This contradicts what the general consensus is with other financial institutes and resources regarding balance transfers, which is that they are in fact NOT cash advances. Apple FCU's way of lumping the two together is a sneaky way of extorting even more money out of its customers.I proceeded to review the wording in my original contract, where it states absolutely nothing about balance transfers being considered cash advances. I then searched the Apple FCU website looking for clarification about balance transfers, and it also shows zero reference to them being considered cash advances. Unless Apple FCU can provide some sort of official policy that states that balance transfers are cash advances (outside of a support rep basically saying, "Yeah, this is just how it is, tough luck, sorry)," then this complaint stands and I am being falsely charged an interest fee every month for a feature I have never utilized. Apple FCU has taken thousands of dollars from me over the last five years as a result, and unrightfully so. I want the "Interest charges on Cash Advances" to cease and all of what I have been falsely charged as a result of these to be refunded.For the time being I will no longer be recommending this institution to anyone. Any outsider reading this, I highly recommend avoiding them completely.

  Customer Answer

  Date: 12/31/2022

  Hello,

  The "Interest for Cash Advances" has always been on my statements (since I opened it in 2017, I believe), but I just went along with it.

  In February, 2022, I reached out to support for clarification of why it was there and why I was being charged it, and they simply stated, "Cash Advance balance will also indicate Balance Transfer balance from debt consolidation."

  Which, would be fine, if it was in my debt consolidation/loan contract and documented via policy on their website, but it's not (as far as I can tell).

  Thanks,

  ******

  Business Response

  Date: 08/07/2023

  This member initiated a balance transfer for his credit card in 2017, at that time they had signed and agreed to our **** Consumer Credit Card Agreement. In the agreement, under section 5, it is stated that "Balance transfers are calculated in the same manner as cash advances". Since this was not a promotional Balance Transfer, the APR for both purchases and cash advance is the same, which is also shown on the monthly **** statements. On the front page of the statement, we disclose Interest chargedas a total amount, then in the statement we break it down and list it separately for purchase and cash advance.
  
  As it is stated in the **** agreement, balance transfers are calculated the same as cash advances, we see no discrepancy in our policy.At this time, we would not be able to refund any of the charged interest due to the fact that there has been no breach of policy and the interest charged is an accurate charge for the balance transfer.  

  Supporting documents can be provided if necessary. 

  Customer Answer

  Date: 08/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I would like supporting documents. The only document that was available to me via my online account prior to closing it down was the basic application document with the basic terms (see attached).
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/27/2023

  Uploaded is the **** Consumer Credit Card Agreement for review.

• Initial Complaint

  Date:12/16/2022

  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 DID A PREQUALIFICATION FOR A CREDIT CARD AND A PERSONAL LOAN I WAS PREQUALIFIED FOR 25K CREDIT CARD AND A 30K PERSONAL LOAN. PRIOR TO BE MOVING FORWARD WITH THE APPLICATION I WENT TO A BRANCH TO OPEN AN ACCOUNT BECAUSE I KNEW I NEEDED TO DO THAT TO BE ABLE TO GET ANY OF THEIR PRODUCTS , WHEN I GOT TO THE BANK I ASKED SEVERAL TIMES HOW ACCCURATE IS THE PREQUALIFICATION I WAS TOLD ITS VERY SOLID WHAT YOU PREQUALIFY FOR IS WHAT YOU GET APPROVED FOR AND I ASLO ASKED WHAT CREDIT BUREAU THEY USE TO MAKE CREDIT DECISIONS I WAS TOLD TRANSUNION. I PROCEEDED TO OPEN UP A CHECKING AND SAVINGS LATER ON I MOVED FORWARD WITH THE APPLICATION. TO MY SURPRISE I WAS DENIED FOR THE CREDIT CARD AND THE LOAN. THE UNDERWRITERS PULLED MY **********, ******** AND ******* AND MADE THEIR DECISION BASED ON MY ******** REPORT, HOW DO YOU PREQUALIFY SOMEONE USING ********** AND YOU MAKE YOUR DECISION BASED ON USING THEIR ******** REPORT. I AM VERY UPSET I JUST STARTED A RELATIONSHIP WITH THIS BANK AND I BELIEVE I WAS LIED TO I WAS COERCED INTO OPENING UP AN ACCOUNT WITH THE BELIEVE I WS GOING TO GET WHAT I PREQUALIFIED FOR. I JUST WANGT THE BANK TO HONOR THEIR PREQUALIFICATION AND USE MY ********** REPORT TO MAKE THEIR CREDIT DECISION LIKE THEY TOLD ME SEVERAL TIMES THEY WILL, THIS IS NOT RIGHT AT ALL!! MY APPLICATION NUMBERS ARE -******** AND ********

  Business Response

  Date: 02/02/2023

  From: ************************* <***************************************>
  Date: Thu, Feb 2, 2023 at 12:42 PM
  Subject: RE: BBB Complaint ********
  To: ************@mybbb.org <*******@mybbb.org>
  
  Hello,
  
  The member first applied for a credit card in June of 2022.  In that application the member indicated that they were unemployed for over 6 years resulting in a decline for excessive debt to income.  An adverse action notice was sent to the member indicating the reasons for the denial.  In August of 2022 the member reapplied for a credit card but changed the employment history from the previous app now saying they had been working for 7 years.  Member was unable to prove work history resulting in another decline of credit.  Again the adverse action was sent to the member to inform them as to why they were declined credit.  The member submitted 3 more applications in December of 2022, 2 on 12/11/22 and 1 on 12/14/22.  In the original complaint the member shared that they were told by an Apple FCU employee that they had been pre-qualified by **********.  The employee was not aware that because there was a fraud alert on the ********** credit account our system then pulls from ********.  The fraud alert triggered a member of our underwriting team to review both credit reports where it was found that the member had adverse credit history through ********.  The member was informed of the freeze on the ********** report and reapplied after they attempted to freeze the ******** report.  When the member reapplied we needed the freezes removed but the member declined to do so.  All three applications were declined due to the adverse credit history.  The most recent loan application was on January 24th where the system auto declined due to the freeze on the ******** report.  Until the member unfreezes the credit files we will be unable to use that information in making a loan decision.  In addition, when a member applies for a pre-qualification online it is notated that a further review would be necessary prior to disbursing the funds.  In no way is this a guarantee of credit.  The member is welcome to reapply after they have removed that freeze.  
  
  *************************
  
  SVP of Retail Delivery
  
  Apple Federal Credit Union
  
  Improving lives. Fulfilling dreams. 
  
  Phone: ************

• Initial Complaint

  Date:12/07/2022

  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.

  Back in the mid-2000s, Apple Federal Credit Union started charging me a dormant account fees, effectively stealing my money. The point of a savings or checking account is to save money, not to have your bank steal it. BBB ruled in my favor, as there was no dormant account fees when my account was created in 1980, I never agreed for them to start taking my money, and I was a minor when my account was created. Well, now Apple Federal Credit Union has started charging dormant account -$2.00 fees again every month, going against what BBB had ruled. I contacted them and they returned my money. Now they've started taking it again. I have 2 kids and money is tight and I honestly don't have time for these games. I also have a mortgage with Apple which I pay every month. They make plenty of money off my account and I see absolutely no reason they should keep charging me and going against what the BBB decided. I want them to flag my account for no dormant account fees (again) like they did for decades.

  Business Response

  Date: 03/30/2023

  From: **** ******** <*********@applefcu.org>
  Date: Wed, Mar 29, 2023 at 3:46 PM
  Subject: RE: ExtraNet Access
  To: ***** ****** <*******@mybbb.org>
  
  Hi *****,
  
                  Below is Apple FCU’s response to Complaint ID  ********;  ***** ********** filed on 12/10/2022.
  
              This member has filed the same complaint multiple times related to a dormant account fee.  In each of those occasions the member has been instructed to do at least one transaction to keep the checking from going dormant.  The mortgage is being paid by an external account directly, this does not count as activity to avoid a dormant account fee.  At this time we will not be refunding any fees associated with the dormant account status as the member has been counseled that there are ways to avoid the fees.  Best solution would be to transfer money into the Apple FCU checking then pay the mortgage by transferring the payment from the checking directly to the mortgage.  This will keep the account from going dormant.  If any additional information is needed please let us know.  Thank you
  
  **** ********
  SVP of Retail Delivery
  Apple Federal Credit Union
  Improving lives. Fulfilling dreams. 
  
  Phone: ************

• Initial Complaint

  Date:12/05/2022

  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.

  There are several dates of transaction through out the past few years. AFCU has an automatic charge of courtesy fee of $29 which I have called several times and emailed several times through out the year to have them reversed. I have also requested to have it looked at by management. Many of us are trying to recover from the pandemic and the continuous charge of $29 is very difficult to come out of the negative and bring the account into good standing. Many banks allow up to 3 business days to bring your account back into good standing with out charging a a fee. AFCU does not allow for that at all. I would like to have all $1,363 refunded back to me.

  Business Response

  Date: 12/21/2022

  Apple FCU has had numerous conversations with the member explaining how the account continues to be overdrawn.  This is primarily due to numerous ACH payments coming through the account when funds are not available.  The member has been given multiple options for how these fees could be avoided most recently in June of 2022 however there has been no action taken on the members part. Since January of 2021 the member has been refunded 21 fees as a courtesy as we assisted them in getting the account in order.  Due to Apple FCUs efforts to help the member and the member unwillingness to change how they manage the account we are unable to refund any additional fees related to the mismanagement of the account.  

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair 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.

  For third time in last 12 months there was a fraudulent transaction on my checking account debit card from Apple FCU. As previous two times three calls to Apple departments led to three different stories. First I was told that when I reported the fraud that the funds(66.97) would be immediately be credited to account. She gave me a second number. That representative said it would be 7-10 business days for a provisional credit to be made to account. He gave me a third number where I was told it would take at least 60-90 days for any credit to account but I was assured as in two previous times that AFCU would cover any overdrafts that occurred but only from their end. Two previous times led to over 600.00 in late charges from merchants with recurring payments from that checking account. Despite a dozen calls to AFCU where I was falsely told they’d take care of merchant charges as well those fees were never credited it. This incident will also cause me to pay several hundred in late charges to merchants. This time despite several promises no one has called me back. They did not call me back the first two times. Ever. They have no wish to even correct their mistakes and they have not provided the resolution promised.

  Business Response

  Date: 11/07/2022

  After researching this complaint, Apple FCU identified some missteps with our card vendor in the dispute process.  Once discovered, provisional credit was immediately given to the member for the fraudulent charges eluded to in the original BBB complaint.  In reviewing the account today (Monday, Nov 7th, 2022), all fraudulent charges have been refunded permanently to the member.  If the member has further complaints or needs in regards to charges on their account, they may contact Apple FCU directly.  

  Customer Answer

  Date: 11/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:09/07/2022

  Type:Billing 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.

  I signed up with ****** and ***** in 2020 and had a membership for one year only. In 2021 I canceled the membership with ****** and ***** and was refunded the auto amount. In 2022 I was charged again even though I canceled the membership, I called the 1800 number to dispute the transaction with AFCU in March, the lady on the phone canceled my card and said I would get a new card and the charge will be taken off and that I should hear back about the dispute charge through mail. A month later my bank account still had the charge, I called again this time a male agent picked up and was a bit more helpful and said to wait a few more weeks. I called again 2 weeks later and the agent said the dispute process didn't even start and the whole thing was wrong from the beginning. I finally called member services which I should have done in the first place. The lady on the phone was very disruptive and didn't want to help until I asked for her supervisor and explained the whole thing to him. This was in June, he has been helpful and respectful and promised to retrieve my call with fraud so they can correct my credit score. it took 3 months but finally I got an email from him saying unfortunately there is nothing we can do, the call was reviewed and you should have made a payment regardless of the dispute process. none of the agents I spoke with clearly explained that, and just said call again after 2 weeks. I have a 100% streak record of payments never a late payment on my credit score and because of lack of training from one agent this whole thing decreased 56 points off my report and AFCU doesn't want to be held accountable for it! Fix my credit score!

  Business Response

  Date: 09/29/2022

  After researching the complaint it was determined that at the time this was received, Apple FCU was in the middle of fixing the issue for the member.  As of today all fees that were associated with the complaint have been refunded to the member as well as the disputed amounts were credited back to the member at Apple FCU's expense.  Apple FCU also corrected the member's credit report history which will be reflected in the October credit history report.  The root cause of the issue was a combination of errors associated with Apple FCU as well as the vendor that Apple uses for credit cards.  Although it took some time to research and correct the issues the member experienced, we believe that all parties have reached an agreeable outcome. 

  Customer Answer

  Date: 10/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  I also check my credit report and ********** was corrected so was ******** waiting for ******* report to come thru
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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.

  I called Apple FCU and told them about a bunch of charges from June 24 on that were not mine. Someone had stolen my wallet and had my ID and everything. They made a bunch of charges. I told the rep to include ALL charges from June 24, 2022 but she didn't include the ones attached in the screenshot but I will list them below: JUL 32022 ** ********* ****** Washington DC -$63.25 Date: June 26, 2022 JUN 26 2022 ** *** ***** *** ALEXANDRIA VA -$158.96 Date: June 24, 2022 JUN 24 2022 ***** * LAUREL MD -$84.57 Date: June 24, 2022 JUN 24 2022 *** * ******* ***** * ***ALEXANDRIA VA -$150.83 Date: June 24, 2022 JUN 24 2022 **** *** ******** SPRINGFIELD VA $3,059.91 Please include these as well in the dispute as I didn't have my card physically present for these transactions. Someone literally said they were me with my stolen card to do this.

  Customer Answer

  Date: 08/10/2022

  From: ********************************** <*****************>
  Date: Tue, Aug 9, 2022 at 4:48 PM
  Subject: ********
  To: <*************@mybbb.org>
  
  Please close this complaint. They updated it. 
  
  --
  V/r,
  
  **********************************

• Initial Complaint

  Date:07/21/2022

  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.

  In January 2022, I went into the branch to make loan payments to bring my account to date which required a double payment. The representative assured me that the payments would be credtied to the proper months on my account. They never advised that when making a double payment it will all be applied to one month as a extra payment. In doing this it has kept my account in a negative balance for the last 7 months and they advised they cannot make any corrections to my account. After gathering the money during this trying time and me being unemployed found this to cause a hardship that I knew would be difficult to do another payment. Recently July 2022, again I fell behind and needed to make a double payment to bring the account to date. I made a deposit to cover a overdraft and 2 months loan payments but not until it was processed overnight. The next day in an attempt to make loan payments on the account, first of all they had locked me out until today and I was unable to do so. In my attempt to go back to the branch when I arrived it was very overcrowded in the lobby and an hour wait, I left. My next attempt was by phone with a representative, well she advised that the money was taken from my account without my consent and again processed the same way as the last double payment and all money was credited to 1 month which now leaves the account still in a delinquent status and showing that 2 payments are due. This has been a vicious cycle and a runaround by the bank giving me wrong information or are not willing to make the corrections on the account when both times were their errors. This is a daunting situation due to yet another payment coming due very soon. The resolution I'm seeking is that the lump sum payments be divided and placed on the months, 2 presently that would bring the accounts to date and the late fees waived due to the errors of the bank expeditiously as requested back in January and July. As these arrangements were made by phone with ***************************

  Business Response

  Date: 08/18/2022

  This member has been dealing directly with Apple FCU's collection department in regards to the personal loan mentioned in the complaint.  After researching the history on the account we have found that all payments have been applied correctly to the account.  The member was also explained our offset policy which is agreed to at the time of receiving the loan which enables Apple FCU to reserve the right to move any funds available to satisfy past due/delinquent obligations after they pass the 45 day mark.  Last communication with the member was on 7/22/22 where we assured them that we could work with them on a deferment option for payment.  The member has received all paperwork needed to start this process but has neglected to return any of the requested items.  We will be happy to continue to work with the member on payment options to satisfy the debt and encourage them to reach out to our collections department to finish the process.