ComplaintsforAdvance Financial Federal Credit Union

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday April 20th at approximately 1:10 p.m. I went to the ************ branch of Advanced Financial Federal Credit Union to make a withdrawal at the **** The *** was not working and was unable to dispense money. I then attempted to go inside to make a withdrawal but the lobby was closed after which I then attempted to call and inform them that their *** is not working and was immediately hung up on. Last week on April 13th my wife made the same attempts that I did today. Step for step. As the *** being down is a continuing and recurring problem that they refuse to fix she made a complaint with BBB and a few days later the ** of operations at Advanced Financial called my wife and attempted to discredit her claims while I listened not knowing that the phone was on speaker.

  Business response

  04/29/2022

  Thank you for taking the time to communicate about how some of our services have not met your expectations recently.  We have every desire to address your concerns and provide the best solution available to resolve your issue as soon as possible.  

  
  The repair issue with the *** have been escalated. We appreciate that you attempted to call about the ***.  On Wednesdays our lobbies close at 1:00 PM but the drive up is open until 6:00.  After 1:00 on Wednesday our phone system is in after hours mode. 

  
  We have attempted to review your wifes issues in a telephone call.  Unfortunately, we were not able to discuss her frustrations since she ended the call.  A letter has been mailed attempting to address her concerns.
  Please accept our sincerest apology for any trouble or inconvenience we have caused you.  At Advance Financial FCU, it is our mission to deliver exceptional products and services to our members and assure you that we will do all we can to live up to the quality standards we have set for ourselves. 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Banking with Advanced Financial Federal Credit Union and every week their atm machine outside is out of order more than it is ever in order. In the past 6 months it has been able to dispense money a total of 4 times on separate occasions. Once they started tearing the other Advanced Financial Federal credit unions down in other locations that should have been a sign not to let this company handle other people's money. This the only one left standing near me and the next Advanced Financial is 25 minutes away. I am not driving the opposite direction of where i am going. To avoid transaction fees as i go to here weekly without fail but the *** is not fully operational for an entire week before it is back to being down. Again. And lo and behold you cannot go inside. The lobby is always closed now. Has been for 3 months now. My only reprieve is if there is one teller inside the building working the long line drive thru. Since the lobby is closed indefinitely. I am only doing this as my last resort. holding my complaints in is no longer happening. Once again i go to the credit union at 2pm and the drive thru is closed. The outside *** is unable to dispense money. The lobby is dark and the doors are locked. Yes a monkey is your mascot but can you get down to business and and fix what makes your bank suppose to be a bank. One more thing to call up the credit union and sitting on the phone as the automated teller rambles on until she says to press 9 for "all other" inquiries. And your own automated teller tells me that 9 is not a valid number. Better yet the phone call ends itself without me touching a button when the automated voice reaches the end of the list of 1-9 things that do not help us in this constant on-going situation with Advanced Financial Federal Credit Union. Sorry for the long message. When business obviously do not care the frustration in me has reached its boiling point to contact the BBB.

  Business response

  04/22/2022

  Thank you for taking the time to communicate about how some of our services have not met your expectations recently.  We have every desire to address your concerns and provide the best solution available to resolve your issue as soon as possible.

  We have attempted to review them with you in a telephone call.  Unfortunately, we were not able to discuss your frustrations.  A letter has been mailed attempting to address your concerns.

  Please accept our sincerest apology for any trouble or inconvenience we have caused you.  At Advance Financial FCU, it is our mission to deliver exceptional products and services to our members and assure you that we will do all we can to live up to the quality standards we have set for ourselves.

*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. ↩