Business Profile

Credit Union

Andrews Federal Credit Union

Headquarters

Complaints

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

Customer Complaints Summary

46 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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
********************************************
Initial Complaint
Date:08/05/2024
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.
It first started when i got 2023 tax return they took 150 something dollars out my return for no reason without explaining the cost. Then i filed a fraud complaint they said it wasn't fraud on my account when i had proof i did over draft in 900 so they say when spending limit is 700 .problem came when i tried to close my account because i didn't want to use this bank know longer they told me i couldn't close out my account which im sure i could. Then i was told that the 900 i own was down to 440 that was in June 2024 now today in August they saying i owe 600 that's why im reaching out if i owed 440 in june my direct deposit of **************************************************************************************** if not all at least 160 something bucks now today they claim i owe 600 something so im reaching out to you all because something fraud is going on with this branch in southeast the workers are rude and someone is doing fraud i want my account closed i don't want to do business with these people no longer
Business Response
Date: 08/27/2024
RE: BBB Complaint ID ********
Dear Ms.*******,
We received your correspondence from the BBB regarding the dispute in your account with ********************** and the amount you currently owe.
We have thoroughly reviewed your complaint and researched this matter; below are our findings. You had two (2) separate checking products,and we will address each one separately.
On November 8, 2022, you opened a membership with two checking accounts with **********************. Since then, both of your accounts have been overdrawn several times, leaving a balance due for collection and eventually charged off because we could not collect the balance due. Some time after there were deposits credited to your account and because you had the charged-off balance still pending, they were collected and applied to the charged-off accounts, reducing the total amount due to $207.05, which is still outstanding as of August 14, 2024. We have provided copies of accounts statements for your review.
If you would like to make arrangements for the remaining charge off balance, please contact us at ************. Once the account is paid in full, we will report the account payment status as a paid account.
Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you.

Andrews Federal Credit Union

Business Response
Date: 09/13/2024
I am requesting an extension to respond to your request.
Customer Answer
Date: 10/21/2024
They are lieing they didn't credit anything to my account in August they said i owed them 440 something bucks they took 900 something dollars every month out my child tax credit check i get every month for 230 something bucks they took my check s October 9 dc sent me a paper check because i paid them back there money i over draft my account twice and paid the money back it have a **************************************** 900 something bucks they made me pay i tried to close the account they didn't let me this credit uion doesn't value loyal customers i fill as they owe me cash that's why i reached out to you guys they lieing Im asking they refund me my 600 something dollars backs my account was scammed i gave them all the information they requested if they claim i had a credit why i payback 900 something bucks they lieing they scam i just want my money please dc taxes can tell you how much i gave themby the checks they deposit i wouldn't make abig deal of i was wrong or lieing i got proof the tax company have recorded of how much they sent .these people are lieing can i just get mycash if not im gonna sue them or try
Business Response
Date: 02/06/2025
Thank you for reaching out to us and for bringing your concerns to our attention through the Better Business Bureau (BBB). We take all member concerns seriously and strive to provide the highest level of service and transparency.

After conducting a thorough review of your complaint, we did not identify any errors or irregularities on your account regarding the matter you raised.

We understand that this may not be the outcome you were hoping for. As a valued member,your satisfaction is important to us, and we remain committed to providing you with the best possible experience. If there are any additional questions or concerns you would like to discuss, we encourage you to contact us directly. Our team is happy to assist you in any way we can.
Andrews Federal Credit Union
Initial Complaint
Date:07/22/2024
Type:Product 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 a KASASA CHECKING with ****** FCU and this checking received 6% interest rate if it meets certain qualifications. When I realized I only got 0.5% interest for ****, I contacted ****** and was told I didn't make 15 debit transaction during their **** monthly qualification cycle beginning 5-31-2024 and ending 6-29-2024. However, I made 15 debit transactions from 5/31/2024 to 6/29/2024:6/24: 1 posted 6/26 6/25: 3 posted 6/27 6/26: 4 posted 6/28 6/27: 3 posted 6/29 6/28: 1 posted 6/30 6/29: 3 posted 7/1 ****** insisted the transactions need to be posted by 6-29. I told them I wasn't aware of this requirement since all the other banks only require transactions to be made for all kinds of promotions etc. I told them I would make sure future transactions to be posted by the end of the monthly cycle but they just wouldn't listen to me.For the interest for ****, I got only $0.89 and the 6% interest should be $106.80. I'm requesting ****** CFU to issue the difference - $105.91 for **** interest. Thanks!
Business Response
Date: 08/14/2024
Upon receipt of your most recent correspondence, we conducted a review of your account, and here are our findings.

Our ***************** team contacted you and reviewed your account history and your account has been ************************ with $105 on July 26, 2024.

We hope you consider this matter closed,and we look forward to a continued relationship with Andrews Federal Credit Union.

Thank you for bringing this matter to our attention.
Customer Answer
Date: 08/20/2024
[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:06/21/2024
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.
I had a checking and savings and they closed woth no contact of $50 combined. I want my money back and to close my accounts. I let the accounts sit to earn money at a low yield and they took my money like theives.
Business Response
Date: 07/17/2024
July 17, 2024

Re:Better Business Bureau Correspondence Complaint ID ********; *******************

Dispute Resolution Team 3,

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

Upon receipt of your correspondence dated July 10, 2024, we review your concern, and here are the findings:

Mr.Gay was mailed the 10-month Inactivity letter (attached) two-months prior to the application of the Inactivity fee as disclosed on our Schedule of fees,also attached; to the address we have on file. Additionally, he enrolled in electronic statements and a notification was sent was emailed the invitation to view his statement to the email address listed on his account and shown in his complaint. The membership was closed on November 30, 2021, due to the inactivity fee.

Thank you for bringing your concerns to our attention and providing our team the opportunity to assist you.

Sincerely,

Andrews Federal Credit Union
Customer Answer
Date: 07/22/2024
[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: 21885656

I am rejecting this response because:
No email was marked properly to be viewed and no signature acknowledged legally for this to have gone through. This is theft of funds and should have been disclosed during setup of account not right before stealing funds and closing account. Glad you hate Veterans and love stealing money.

Regards,

*******************
Initial Complaint
Date:04/30/2024
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 applied for membership at this credit union twice, and have both times received only generic information that doesn't help me understand why exactly I'm not eligible for membership.All attempts to reach out to the credit union for help in further understanding have been ignored.
Business Response
Date: 05/23/2024
May 23, 2024

*************************;
************************;
****************-1554

Re: Better Business Bureau Correspondence Complaint ID ********; Saleem Roberts

Dispute Resolution Team 3,

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

Upon receipt of your correspondence dated May 8, 2024, we conducted an investigation, and here are the findings:

In response to your applications on April 3, 2024, the adverse action letter sent to you is accurate and in accordance with the Fair Credit Reporting Act. Please note, as it is stated in the adverse action letter, Under the Fair Credit Reporting Act, you have the right to obtain a disclosure of the nature of this information if you submit a written request to us no later than 60 days after you receive this notice.

Thank you again for bringing your concerns to our attention and for giving our team the opportunity to serve you.

Sincerely,

Andrews Federal Credit Union
********************************************
Customer Answer
Date: 06/05/2024
[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: 21649538

I am rejecting this response because:

I was very specific in regards to the information that I am requesting. The company's response is more or less just ***** and generic that didn't address my complaint.
Regards,

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

Business Response
Date: 06/17/2024
June 13, 2024

***************************
***********************************
****************-1554

Re: Better Business Bureau Correspondence Complaint ID ********; ***************************

Dispute Resolution Team 3,

In the Notice of Adverse Action Taken form that we provided to you; we documented our decision on your application. Our decision was based in whole or in part on information obtained in a report from the consumer reporting agencies, Trans Union and CheckSystems. As stated in the previous communication, you have the right to obtain a free copy of this report if you submit a written request to Trans Union by contacting them at:

TransUnion                                                                    ************* **** Attn: Consumer Relations
PO Box 2000                                                                  P.O.Box 583399
*******, ** 19022                                                     ***********,MN 55458
**************                                                             ************
www.transunion.com                                             www.chexsystems.com

The reports above will provide the necessary information to understand the terms:
Poor depository account performance
Unable to verify identity

Thank you again for bringing your concerns to our attention and for giving our team the opportunity to serve you.

Sincerely,

Andrews Federal Credit Union
********************************************

CC: ************************************
Initial Complaint
Date:04/29/2024
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.
I met the requirements for Andrews Federal Credit Union Kasasa program in February 2024 and I didn't receive the 6% per the terms up to $25,000. The terms require a direct deposit of $500 + and 15 + debits to receive 6% interest. If terms are not met, .5% interest is given. I contacted the Andrews Federal Credit Union on March 1, 2024(Spoke to *******) and the representative agreed that I should have received the interest. I was told that the back office has to look into why I didn't receive the interest and it will be added. I never received a call back. On March 6, I called Andrews FCU and spoke to **** and was told that the issue would be escalated. I explained that I was supposed to receive the 6% interest and never received a call back to inquire about why the interest hasn't been added to my account. I was told that my debits showed up as ach transactions in their system. I explained that was not the case. On Friday March 8th, *************** called and left a voice mail for me at 4:45pm. On Monday March 11th, I called and spoke to **************** and was told that my 18 debits showed up as achs. I explained that these transactions were debits and that I will provide proof. She provide her email address and I sent a copy of each transaction. On Tuesday March 12th, *************** called back and told me that I don't qualify but my transactions for the month of March will. Attached are the terms of the Kasasa promotion, along with a copy of all the debits that Andrews Federal Credit Union is calling ach transactions.
Business Response
Date: 05/21/2024
*************************;
158 ******* Dr
**************, ** 18328

Re: Better Business Bureau Complaint ID

Dear **********************,

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

Upon receipt of your correspondence, we investigated, and here are the findings:

The Kasasa Cash checking product, as disclosed on our website, requires that you complete 15 debit card transactions each month to receive the 6.00% APY (Annual Percentage Yield) on balances up to and including $25,000. For the first month, your account was automatically qualified, and you received the dividends on the balance in your Kasasa Cash checking account. We contacted you on March 12, 2024, reviewed the transactions with you, and informed you that the merchant, PayPal, processed the transactions as ACH (Automated Clearing House) transactions rather than debit card transactions. For that qualification period, your account received the disclosed unqualified rate for your balance for that month.

Thank you again for bringing your concerns to our attention and for giving our team the opportunity to address your concerns.
Initial Complaint
Date:03/03/2024
Type:Product 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.
On two separate occasions, Andrews Federal Credit Union has failed to process payment arrangements made by phone. The first payment of $450.00 that was not processed was meant to come out on February 9th, 2024. The second payment that was not processed was for $450.00 on March 1st, 2024. Andrews refuses to allow for quick payments and insists on threatening repossession on each call instead. The account manager we are assigned is rude and actively blocks our ability to pay with other representatives. I would like our payments processed quickly and as agreed. I would like to be assigned a new account manager. I would like holds preventing me from paying to be removed. I would like additional late fees caused by the failure to process payments to be removed.
Initial Complaint
Date:02/14/2024
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.
I have closed two accounts with this *********************************************. Due to lack of communication on their part the first account closure ended up costing me $1000 (roughly). As I was told the account was closed and in fact it was not, overdraft fees and charges totaled $1000. The second closure, I was told I would be contacted to confirm the new banking information, on the 1-29-2024. I haven't been called as of 2-14-2024. I decided to call them and log into the bank to see what was going on. The account was closed and a check for almost or over $50,000 was sent to me. This creates new problems due to possibility of the check being stolen from the mail box, being misdirected, and as almost all banks have a deposit limit. Now I have to hope I can deposit the check without anymore headaches. I believe a fair solution to this, due to their staff's inability to properly rely information would be a portion of a refund.
Business Response
Date: 06/04/2024
June 4, 2024

*******************************
***********************
***, WA 98580-9495

Re: Better Business Bureau Correspondence Complaint ID ********

Dispute Resolution Team 3,

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

Based on your request and our communication, we credited your account as agreed, on April 3, 2024, and closed your account.

Thank you again for bringing your concerns to our attention and for giving our team the opportunity to serve you.

Sincerely,

Andrews Federal Credit Union
********************************************
Initial Complaint
Date:02/03/2024
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 been a customer at this back since 2005. My account is with the branch in Mt. Laurel, NJ. The branch manger was very disrespectful towards me and the person was trying to embarrass in front of the customers and the other staff members.. This branch manger proceeded to hang up the phone on me.and this was the first time this had occurred..I was calling the bank to ask for my privilege protection to place back on my account.. this bank appears to racist.
Business Response
Date: 03/12/2024
March
8, 2024
Dear
*** ******,

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

Upon
receipt of your correspondence dated February 27, 2024, we conducted an
investigation, and here are the findings:

On
February 9, 2024, we contacted you to share that we were researching your
requests. On that same evening, Andrews submitted a request to reinstate your
Privilege Pay service, and this service was made available to you the following
day. On February 13, 2024, we contacted you to discuss the status of your
account and confirmed everything was resolved.

Thank
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
Initial Complaint
Date:12/24/2023
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.
I was a victim of an unauthorized transaction with Andrew's FCU. On 10/25/2023 and 10/26/2023. Someone purched ************ tickets using my **** checkcard online. The amount was for two tickets that cost 215.70 each. Someone, then purchased ******* event for 16.18. These three transaction cost me overdraft fees of 32.00 each.I immediately reported the information to Andrew's FCU. By law, I was not given the provisional credit within 10 days of my reporting. I reported the fraudulent activity to ************. I had my **** debit card canceled. My **** debit card was not replaced until I went into the branch. I continued to follow-up with Andrew's FCU to find out about my unauthorized transaction that took place on my checking account. I was given a provisional credit on 12/4/2023. The provisional credit that I received were withdrawn from my account without notice on 12/22/2023.Someone stole money from me and this has clearly shown me that this financial institution is not FDIC secured. I have reported this to ************ as well. Andrew's FCU fraud division has not properly took the necessary actions to contact me in regards to the funds that was unauthorized with my checking account. I am horrible with managing funds but when someone steals from a customer , I would expect the financial institution to back the consumer.
Business Response
Date: 01/22/2024
January 10, 2024
Dear *** *****,

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

Upon receipt of your correspondence dated December 26, 2023, we conducted an investigation, and here are the findings:

After your initial claim to our Card Support Team on October 26, 2023, we submitted an email communication to you requesting that you provide supporting documentation (as specified below) within 10 business days.

We did not receive your supporting documentation as requested. Additionally, the transaction was proven to be purchased with all data input correctly for the purchase, inclusive of the card number, CVV, and address.

As a result of these factors your claim should have been declined on 11/13/2023. Instead, we pursued further processing without the required supporting documentation which resulted in the provisional credit you saw in your statement. Following the research and subsequent denial of the transaction, a reversal of the provisional credit took place on 12/22/2023.

As a credit union we are federally insured by the ******** ****** ***** ************** (****). We support our cardholders and aim to handle every interaction with our members with care and excellence.

Please contact me with any further questions direct at ************.

Thank 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

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Andrews Federal Credit Union

Andrews Federal Credit Union

Andrews Federal Credit Union

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