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:01/25/2023

  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.

  On Nov 7,2022, I went to my bank, Andrews Federal Credit Union in ************,** to get my cashier's check to pay my rent. I was shocked when I was told that I had no money and in fact was overdrawn by over $ *******. I advised the bank that this was fraud and I had nothing to do with the charges and deposit transactions that were fraud. I am a senior citizen and do not bank online. I was told to fill out a dispute form and file a police report which I did that day. The bank later informed me that they found no error and would not file a dispute on my behalf. They claimed that my secure info had to be used. Money had been taken from another person's account at the same bank and placed into my account and then drawn out in transactions from Giant food stores. The bank took my social security pension for the past 3 months to pay for this. I have not been able to buy food, needed medications,pay rent etc. Now I am being evicted in a few weeks. No one has really investigated this. I have no computer and don't know technology. On Jan 20,2023, concerned members of my church ,after hearing what happened, went to the bank and police **** to ask questions. I don't understand why the bank approved these transactions that most banks would have declined or questioned because they were clearly fraud based on my bank history. I suffered a stroke in Sept 2021 that affected my ability to work and function from a cognitive perspective the way I used to. I was forced to retire on soc security dis ability. I have no idea what really happened to my bank account but I feel that no one cared enough to dig in and find out. ***** said they would provide the police with any info they needed but that no one asked. I desperately need help. The bank has taken my funds to satisfy the loss and has no interest at this point in investigating this matter. I spoke with ******************* at the bank.

  Business Response

  Date: 03/06/2023

  February 2, 2023 
  

  Dear ***** ******** **., 
  

  Thank you for your recent correspondence to the Better Business Bureau (BBB). 
  Upon receipt of your correspondence dated February 14, 2023, we conducted an investigation and here are the findings: 
  We are happy to report that the refunds are reflected in your account at this time. 
  After reviewing the debits performed at multiple locations in Maryland, it was determined that these were the result of fraud and compromised information on your card. 
  As our financial counselors have suggested, to ensure the highest level of safety for your account, no one other than you should have access to your debit card or account information. Please refer to the Security section of our website for additional ways to protect your account information. 
  Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  

  Sincerely
  
  Michael R*** 
  Director of Sales and Service 

• Initial Complaint

  Date:12/29/2022

  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.

  I HAVE BEEN TRYING TO GET A WITHDRAWAL FROM MY SHARE ACCOUNT FOR 9 DAYS. NO ONE RESPONDS TO EMAILS, PHONE CALLS, ESCALATION, OR ANYTHING. ***** ***** PROMISES TO CALL BACK DAY AFTER DAY AND NEVER KEEPS HERE WORD. NO ONE WHO ANSWERS THE PHONE CAN DO ANYTHING EXCEPT SEND A MESSAGE FOR ESCALATION AND URGENT AND IT DOES NOT MATTER BECAUSE NO ONE REPLIES PERIOD. WORST SERVICE I HAVE EVER SEEN.

  Business Response

  Date: 01/31/2023

  January 26, 2022
  
  *********************
  *** **************
  Mount Prospect, IL *****
  
  Re: Better Business Bureau Case Number ********
  
  Dear ***************,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated January 21, 2023 from BBB, we performed an investigation and here are our findings:
  
  This case was actually resolved the same day you reached out to us via social media, December 29, 2022. I (***********************), reached out to you same day, to ensure you were the same member whom reached out to us, since you use a similar pseudonym name on your social media page. Once confirmed, we discussed your original withdrawal request and next steps to open a certificate using those funds. Our Branch Manager (******************), of the Allentown location was able to help facilitate your needs for opening and funding the new certificate, all documentation for your certificate, and provided you her direct contact information for future servicing needs.
  
  Upon receiving this BBB correspondence, I reached out to you again (January 23rd),and you were able to confirm that you were satisfied with the transaction that took place on December 29th.
  
  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
  ********************************************
  cc:       ***********************, Supervisory Committee Chairman

  Customer Answer

  Date: 02/10/2023

  [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:12/28/2022

  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.

  I have been wating for nearly a month for AFCU to send me a debit card. I've been told several different days when to expect a card. I called again today and was td it could take 21 more days plus the near month I've been waiting. I was told that I could get a **** card for a fee. The wait time is adequate for them to get me a card without a fee. I have to pay my bills it is the end of the month and I'm only paid once a month. I keep getting promises of getting a card and each time I call I'm given a new reason why I'm not receiving it.

  Business Response

  Date: 01/31/2023

  January 24, 2023
  
  Dear *** ********,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon receipt of your correspondence dated January 21, 2023, we conducted an investigation and here are the results:
  
  You requested a replacement card originally on November 29, 2022. Asia from our card support team spoke to you on January 10, 2023 regarding the delay. As discussed, your card was shipped on 1/5/2023 but you confirmed that it had not arrived to you yet. To best accommodate you, Asia shipped an instant issue card to you via next day express and we received ***** confirmation, of your receipt of the card.
  
  Thank you again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  Sincerely, 
  
  Michael R***
  Director of Sales and Service
  

• Initial Complaint

  Date:11/16/2022

  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.

  I been trying to make payments to the principal and they charge me interest on that, then I called them and told them to walk me trough their app so I can do it correctly the second time I also got charges on the second time, and the 3rd time I call the bank and told them that I wanted to make payments to the the principal and the lady on the phone said that they were having issues regarding that. If they are offering from the beginning when they give you the loan I should be able make payments to do so. and I just like to be able to make payments to the principal whiteout getting chargers on the principal please.

  Business Response

  Date: 12/09/2022

  December
  2, 2022

  Dear
  *** ***** *********,
  
  Thank
  you for your recent correspondence to the Better Business Bureau (BBB).
  
  Upon
  receipt of your correspondence dated November 19, 2022, we initiated an
  investigation, and below are our findings.
  
  After reviewing the process of your attempted
  payments, we were able to find the solution to your concern. To assist you, Ms.
  Aja M***** (Andrews Counselor) contacted you on November 23, 2022, and was able
  to explain how Simple Interest works, and how Principal Payments do not count
  towards the monthly installment obligation. Ms. M***** explained that you won’t
  be able to manually make principal payments, but in order to complete this
  request to please contact us directly in order to process the payment from
  funds available in your share account. Additionally, you may also call or email
  us to move any available funds in your share account directly towards
  principal payment or call to make a deposit. Ms. M***** also provided her
  direct contact information should you need to contact her directly.
  
  Finally, the $50 that was available in your
  checking account was applied towards Principal Payment and this transaction was
  reviewed by Ms. M***** to your satisfaction. Going forward should you need to
  make a transfer to principal payment please contact us, and we will be happy to
  assist.
  
  Thank you, again, for bringing your concerns
  to our attention and for giving our team the opportunity to serve you. .
  
  Sincerely,
  
  Michael
  R***
  Director
  of Sales and Service

  Customer Answer

  Date: 12/15/2022

  [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,
  
  *****************************
  A representative called me and for some reasons they still try to make things confusing and as a business representative they have the responsibility to make it clear and easy to the customer to make simple transactions over the phone like making payments to the principal. Overall input is that they finally did helped me until I put a complaint trough BBB after the 3rd call trying to make a simple principal payment, as far as that it was forcefully takings care of but the customer service still really bad! They can definitely need customer service orientation. If this goes out to the public people please report them if they dont want to help you make payments to the principal they definitely make it hard so you wont make payments to the principal trying to confuse you. Hopefully this helps someone in the future.

  huge thank you to BBB

  sincerally

  *************************;

• Initial Complaint

  Date:10/13/2022

  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.

  I was sent an escrow analysis that ended up raising my mortgage an additional 30%. I knew that these numbers looked off so I started investigating. I collected all of my documents and spoke with my county on numerous occasions. Surely enough, the numbers are wrong. I have two parcels and somehow Andrews has messed up my 2nd parcel- and messed it up by a lot (several thousand). This of course has made their escrow analysis incorrect and showing that I am going to owe a lot more than what is truly owed. After hours and hours of contact with Andrews (they will not respond by email; phone or message- I have to call and re explain and the employees do not understand the escrow analysis process)- I have gotten no where. All Andrews is saying that they can look at is a bill from the county. Problem is- there is no bill because the taxes are paid. I have sent every document from the county- personal letters, emails, receipts, county website numbers- and Andrews keeps closing out all of my requests. At this point im looking to refinance from Andrews just to get away from this because no one will take this seriously. I do take it seriously when my payment is raised 30% and I cant get the credit union to look at their mistake which is affecting my mortgage.

  Business Response

  Date: 11/16/2022

  October 25, 2022
  
  **************************
  **** ***********************************
  Carlisle, OH *****
  
  Re: Better Business Bureau Problem Case #********
  
  Dear **************************,
  
  Thank you for your recent correspondence to the Better Business Bureau (BBB) regarding your mortgage escrow account concern.
  
  Upon receipt of your correspondence dated October 16, 2022 to the BBB, I am pleased to let you know that we have resolved your concern. *********************** (Director of Mortgage Servicing and Real Estate Lending), spoke with you on same day as the other email you had sent to the mortgage services department on October 13th, where she assured you that we would correct escrow details and reach back out. I have confirmed that the issue was corrected and **** reached back out to confirm the details with you on Friday October 21st. **** confirmed that she had forwarded you a copy of the most recent statement showing the new mortgage payment amount effective November 1, 2022. We have corrected the mortgage escrow analysis and can verify that no late fees were charged.
  
  We regret the inconvenience this has caused you. Thank you, again, for bringing your concerns to our attention and for giving our team the opportunity to serve you. 
  
  
  Sincerely, 
  
  Michael R*******
  Director of Sales and Service
  [email protected]