Complaints

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

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  Andrews Federal Credit Union

  5711 Allentown Rd Ste 13 Suitland, MD 20746-4547

  
• 

  Andrews Federal Credit Union

  PO Box 4000 Clinton, MD 20735-8000

  
• 

  Andrews Federal Credit Union

  2200 Mount Holly Rd Burlington, NJ 08016-4100

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:02/18/2025

  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.

  This is the 3rd time where this locations **********, ** (****************) ************ were are down. I normally come in very early in the morning to make a deposit at this location. I drive a little out of my way to get there then all of a sudden the *** is offline (both inside and out). I cant make a deposit and as a result my ACH payments that came in all bounce. I normally cant wait around until 9AM when they open because Im supposed to be at work at 7AM. They then want to charge me $35 each bounced ACH transaction and not willing to accept any kind of accountability. This has happened to me 3 times over this month and Im starting to get FNing!!! frustrated with the telephone representatives nonchalant attitude. As a result of the above-This morning I had to call in late for work then had to go way out to ******, ** to their sister credit union which is 22 miles from this location (Congressional) to make a deposit. Overall this location has great services besides the *** but the issue with the Outside and indoor ***s is a problem. This location needs to get their act together. If this keeps reoccurring Ill close this account.

  Business Response

  Date: 03/14/2025

  Hello,

  Thank you for bringing this matter to our attention. We took a close look account, and noted that you have recurring transfers to pay your loans and you tried to deposit the funds for these payments on the same day that the debit is scheduled. All deposits must be made prior to the payment being scheduled or authorized for a timely processing. Based on previous requests we have issued numerous fee refunds for this same issue. Please visit our website or contact our call center for help in finding other ways to deposit your funds in a timely manner. We are always here to assist you.

  Thank you,

   

  Andrews FCU

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising 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 closed my account in Dec 2023 with Andrews FCU; however, fraudulent debits are continuously being withdrawn from the account. Today, I discovered that **** had never closed my account. I received a letter and a phone call in Decemeber 2023 from a customer re successfully clowith ********************** FCU in December 2023; however, fraudulent d Today, I discovered that **** I received a letter and a phone call in December 2023 from a customer re successfully with ********************** FCU in December 2023; however, fraudulent debits are continuously withdrawn from that account.

  Business Response

  Date: 03/21/2025

  Hello - I'm requesting an extension to respond to this case.

  Thank you,

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

  Business Response

  Date: 03/28/2025

  Hello,

  After receiving your correspondence, we review your claim, and we have all the supporting documentation and authorizations for the transactions included in the claim, and the documentation has been provided to the member,including information on the increase in premiums and instructions for canceling the recurring debits. We consider this case closed.

  We support our members and aim to handle every interaction with our members with care and excellence.
  
  Thank you again for bringing your concerns to our attention and for giving our team the opportunity to serve you.

• Initial Complaint

  Date:01/05/2025

  Type:Delivery 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 have carried a credit card with rewards points with this institution since 2014 and as such have used it numerously through the years. I think Andrews Federal Credit Union is an outstanding service. However, they have failed to honor their reward points on the only two occasions I have attempted to use their Reward Points and have lost the points both times with no order for items being carried out. I no longer have the document for the 1st time, a few years ago, but remember that I had enough points to order a Nikon Coolpix P950 camera. It never arrived. When I contacted their reward headquarters then, they said they were out of stock, but kept my points. If I hadn't called them I would not have known as they did not contact me regarding the failure of fulfillment. The document I have attached to this complaint highlights the remaining points I had and the items I attempted to order on Dec 29, 2024. Instead of an order confirmation it came back with an error and to contact customer service. I did so twice to learn the platform had crashed, that day, and that they were working to restore it along with the orders and points. However, it's now been over a week with no order confirmation or fulfillment and again my points have been taken. When I try to reach out to Andrews *** headquarters they transfer me to the reward point headquarters where no action has been taken. I can only assume that Reward Points are not honored and as such they should not be offering this with the credit card I carry. I've stopped contacting them as they have not been responsible enough on two separate occasions to address the issues.

  Customer Answer

  Date: 01/26/2025

  This complaint can be closed.  While they did not fulfill the first issue noted in the complaint, I am OK with that.  They did return my points for the second part of the complaint and I was able to at least use those points.  It's still bothersome to me, but I don't wish to carry this any further and hope that in the future they understand what good stewardship means when offering a reward point system and honoring that.

  Kindest Regards,

  ***** A. ******
  

• Initial Complaint

  Date:12/30/2024

  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.

  Andrews Federal CU Charged Me 3 $32 RTN ACH FEES! I have spoken to **** about refunding my account and they cannot do so! How is Andrews Charging Me For RTN ACH Fee When I Have The Available Funds In Account??? Im Not In An Overdraft Protection Plan Or Anything, If I Didnt Have The Funds In My Account, My Card Would Simply Decline! ANDREWS IS STEALING MY MONEY AND SCAMMING ME WITH THESE CHARGES AND I NEED ALL OF MY MONEY BACK!

  Business Response

  Date: 01/31/2025

  Thank you for your recent correspondence with the Better Business Bureau (BBB).

  We instructed you on how to change her Cash App funding method to debit instead of ACH. Your account is now set to auto transfer for checking overdrafts (assuming that the account has funds) and Management credited your account for three courtesy fees.

  We have contacted you and this case has been resolved.

  Thanks, 

  Andrews Federal Credit Union

• Initial Complaint

  Date:12/10/2024

  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 am reaching out with a heavy heart and deep frustration regarding the handling of my auto loan payments this year. Between March and May 2024, my career insurance lapsed without my knowledge due to an autopay issue. When I noticed my payments had doubled, I promptly contacted your office and was informed that the increase was due to the lapse in insurance. I was assured that once I reinstated my insurance and cleared the balance, my payments would return to ********* good faith, I immediately renewed my insurance and paid off the $4,000 accrued balance, trusting that the situation would be resolved. Unfortunately, that has not been the case. Instead of reverting to my original payment of $700 per month for both vehicles, Andrews has continued to charge me nearly $1,300 per month. Despite my repeated efforts to address this issue, nothing has been done to correct it.This has placed an unbearable strain on my finances, negatively impacted my credit, and taken a significant toll on my well-being. The countless calls Ive made to your office throughout the year have been met with unhelpful responses, dismissiveness, and, at times, outright hostility. Being threatened with repossession by your representatives, despite fulfilling my obligations, has been particularly demoralizing.I am imploring you to review my account and take immediate action to restore my payments to the agreed-upon amount. I have upheld my responsibilities by renewing my insurance and covering the additional charges. It is deeply unfair and unjust for Andrews to continue enforcing these inflated payments.

  Business Response

  Date: 01/28/2025

  January 27, 2024
  
  *********************************
  ************************
  ******,Md 21144-2835
  
  Re: Better Business Bureau Complaint ID ********; *********** ******
  
  Dear **********
  
  Thank you for your recent correspondence with the Better Business Bureau (BBB).
  
  According to the terms and conditions of the Retail Installment Sales Contract, you must get physical damage insurance that covers loss or damage to the vehicles throughout the time of your contract and name Andrews Federal Credit Union as the loss payee. If you do not submit proof of insurance, we may decide to acquire it on your behalf. We discussed this with you, and we did not obtain proof of insurance during the time we applied. We obtained insurance on your behalf and included it in the loan. We sent you many notices and gave you the opportunity to provide the documentation required to support your claim, but we did not receive it. As a result, the loan will stay as it stands, and we will assist you in any way possible going forward.
  
  We appreciate the opportunity to service your loan. If you have any questions concerning this response or require additional assistance, please contact us.
  
  Sincerely,
  
  
  Andrews Federal Credit Union

  Customer Answer

  Date: 01/31/2025

  [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: 22666143
  
  I am rejecting this response because:

  I sent several documents showing proof of insurance to your **** including ******,  the head of customer service operations.  I was even told I do not have insurance currently despite providing proof that I am currently with Geico. 

  However,  I reached an amicable agreement provided by Andrews but I am not happy with how I was treated.

  
  
  
  Regards,
  
  *********** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/10/2024

  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.

  Urgent: Fraudulent Account Opened in My Name Dear Customer Support Team,I am contacting you regarding a recent new member notice I received, indicating an account has been opened in my name. I am very concerned, as I have never heard of your institution before and have not authorized the opening of any account with you.Please investigate this matter urgently, as it appears that my personal information has been used fraudulently. I am requesting the following actions:Immediate closure of any accounts opened in my name without authorization.Confirmation of all information associated with this account to help me identify any misuse of my identity.Verification of any documents or identification provided when this account was created.I am committed to resolving this issue swiftly and appreciate your cooperation. Please contact me as soon as possible with any updates, or let me know if you require any further information from me to expedite the investigation.Thank you for your attention to this matter.Sincerely,

  Business Response

  Date: 03/14/2025

  Hello,

  Thank you for bringing this our attention. We have a loan on your name that it was originated by Upgrade and sold to us. Please contact your Upgrade representative for further details.

  Thank you,

  Andrews FCU

• Initial Complaint

  Date:09/13/2024

  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.

  I contacted Andrews Federal Credit union in the middle of the month to ask about skip a pay for my car payment in august. I was told to put $25 in my account and pay the fee to skip the payment but to have it submitted at least a week before the payment was due. On August 30th I paid Andrews Federal Credit union $25.00 to skip a car payment for September 14th. The payment of $25 was taken out of my account for the skip a pay to happen. Today 9/13 my bank statement shows Andrews Federal Credit union taking the payment of $995.04 from my account. There is no funds to cover this payment as I had skip a pay setup. Now Andrews Federal Credit union has caused my account to go into the negative for the car payment i paid to skip plus my other bills. The did not honor there side of this deal. I have already paid a $35 stop payment which did not work as well and I will be charged $35 fee for every transaction that happen until the negative is paid back. I have contacted Andrews Federal Credit union 11 times today with no return call or any answers as to why this happened. I have also tried to contact them via online chat and was told they would submit a request to call me back. Again no resolution. I will attach screenshots of the calls, online chats and bank forms. If tables were turned they would be ringing my phone off the hook and hitting my credit score.

  Business Response

  Date: 03/14/2025

  Dear Mr. **************** are in receipt of your correspondence BBB regarding your *****a-Pay concerns on your auto loan with Andrews Federal Credit Union.
  
  We have researched this matter as a result of the correspondence and here are our findings.
  
  Our records show that you paid the $25 fee for a skipped payment on your car loan but that you did not complete the next step,which was to stop recurring transfer from your external financial ************** a result, the payment posted on September 13, 2024, as routinely scheduled.Out staff worked with you to complete the transaction correctly, and as a one-time courtesy we have refunded your account $25 for the *****a-Pay fee and the $35 stop-pay fee that was charged to you by the other financial institution.
  
  Thank you again for bringing your concerns to our attention and for giving our team the opportunity to serve you.
  
  Sincerely,
  
  ****** ****
  Director, Consumer Loan Servicing

• Initial Complaint

  Date:09/12/2024

  Type:Product 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.

  AndrewsFCU offers an attractive bonus interest rate on their Kasasa checking account product when qualifications are met. For months I met the qualifications and benefitted from said interest rate. For the months of July and August I noticed my rates dropped to their base rate. When I inquired as to why this was so via chat I was informed by the live agent that their qualifications had changed. Upon review of the website no such changes were listed. I asked the *** to update the website. I believe that no such changes had occurred and I was lied to by the ***. I have attached the current webpage and transcript of the conversation. I am submitting this complaint so that AndrewsFCU train their CSR to appropriately represent their current products without deceiving customers or that they update their public product offerings so as to not mislead their customer base.

  Business Response

  Date: 03/14/2025

  Thank you for your recent correspondence regarding your Kasasa cash account.
  

  We reviewed your account upon receiving your correspondence, and here are our findings:

  One of the requirements to receive the 6% interest rate is that you make at least 15 debit card purchases. Andrews Federal Credit Union posts the payments as they are presented and coded by the merchant. We cannot change how the merchant processed them. The merchant changed how they processed your payments that previously were submitted as debit card transactions, but now are posted as bill payments rather than debit card transactions. As a one-time courtesy, we credited your checking account for the interest earned in August. We consider this matter closed.

  Thank you for bringing this matter to our attention.
  

  Andrews Federal Credit Union

• Initial Complaint

  Date:08/20/2024

  Type:Delivery 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 the one phone number that you all have for the whole system and I was told I was going to be put on a waiting list at 9:30 AM. It is now 12:32 PM and I have not received a call from anyone. I also called twice in between those time periods and have been put on waiting list three times.

  Business Response

  Date: 03/13/2025

  Hello - we are here to serve you, please reach out to us by the 24 Hour Phone Banking by calling ************ or visit our website and set up an appointment.

  Thank you,

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

  Customer Answer

  Date: 03/14/2025

  [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: 22169728
  
  I am rejecting this response because: I wanted to follow up regarding my previous complaint from last year. Since so much time has passed, I no longer wish to pursue the matter. Please consider the complaint closed.
  
  
  
  
  Regards,
  
  *** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/15/2024

  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.

  My **** debit/credit card was compromised by ****. Once I became aware of the fraudulent charges on my account I notified ********************************************************************. The credit union failed to follow any of the guidelines of zero fraud liability. They never issued me a temporary credit or provided me with a replacement card when I reported the fraud Andrews fraud department denied my fraud and forces me to investigate the charges.After receiving communication from **** that fraud was found on my card Andrews still did not issue me a credit or restore my account. Several managers at Andrews including ************************* grilled me during communication being insistant that I was responsible for someone hacking my account. At present date ****** has still not returned on cent of the fraudulent fees to my account.According to ****'s zero liability guarantee this should have happened within 7 days. Andrews continues to avoid any responsibility and offer me support. I have been a member with the credit union for well over a decade.

  Business Response

  Date: 09/04/2024

  *********************************
  ***************************** SE
  ************* 20019-4127
  
  Re: Membership # XXX-XX-5278
  
  Dear ******************,
  
  Thank you for your recent communications with our support team, Ref: **** Debit Card ending in #****.
  
  We have conducted an investigation, and here are the findings:
  
  You submitted a dispute to our ************************ on (date), claiming that charges made to **** and **** Eats was unauthorized by you. Andrews Federal has provided permanent credit(s) for the unauthorized or erroneous charge(s) that took place within ********************************* which these erroneous charges occurred, as required by Regulation E, which implements the Electronic Funds Transfer (EFT) Act and governs debit card accounts. We ************************ your account a total of $44.42 for transaction(s) dated October ******* through December 31, 2023. These credits are available for immediate use and your claim is now considered resolved.
  
  Unfortunately,we are unable to provide additional credit(s) for any transactions occurring after December 31, 2023, as we were not notified of these errors within Regulation Es 60-day timeframe. For ease of reference, we provide relevant information from our EFT Disclosure below, which may be read in full via our website at andrewsfcu.org/Learn/Disclosures:
  
  Member Liability: For all other EFT Transactions [e.g. transactions other than credit cards], if you were negligent in the handling of your account or Card or Access Code, your liability for an unauthorized transaction is determined as follows:If you tell us within 2 business days of the loss/theft, you can lose no more than $50 if someone used your Card and/or PIN/AC without your permission. If you do NOT tell us within 2 business days after you learn of the loss or theft of your Card and/or PIN/AC, and we can prove we could have stopped someone from using your Card and/or PIN/AC without your permission if you had told us, you could lose as much as $500. Also, if your statement shows transfers that you did not make, including those made by Card, PIN/AC or other means, tell us at once. If you do not tell us within 60 days after the statement was mailed to you, you may not get back any money you lost after the statement was mailed to you.
  
  You may not get back any money you lost after the ****************************************************************************************************** time.
  
  If you have any questions or concerns, please contact us at one of the phone numbers listed below. Our office hours are 8:30 a.m. 5:00 p.m. (EST), Monday Friday.
  
  ************ (U.S. Residents)
  00800.487.56267 (Outside the ****************** you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you.
  
  Sincerely,
  
  ***********************
  Director of Sales and Service
  ********************************************