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 has 21 locations, listed below.

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  Apple Federal Credit Union

  4097 Monument Corner Dr Fairfax, VA 22030-8640

  
• 

  Apple Federal Credit Union

  43330 Junction Plz Ste 105 Ashburn, VA 20147-3410

  
• 

  Apple Federal Credit Union

  21361 Gentry Dr Sterling, VA 20166-8502

  
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  Apple Federal Credit Union

  14229 Potomac Mills Rd Woodbridge, VA 22192-6805

  
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  Apple Federal Credit Union

  6025E Burke Centre Parkway Springfield, VA 22015

  

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:11/13/2024

  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've had a checking account with the ********************** (AFCU) for ******** one point in time, I found a better opportunity with another banking institute and moved most of my money to them. I left a couple thousand dollars in a checking account with **** and wrote checks intermittently.Last June my account went into a dormant state due to inactivity. Due to inactivity, I was assessed a $2.00 monthly fee. I was never notified of this activity on my account and I was no longer receiving monthly bank statements.I finally (last week) received a notice that my account had gone through these money grabbing tactics and that, "This monthly fee was applied until the remaining funds were depleted" and also that my account "has been closed". My last statement showed well over $1000. I went to the **** this morning and retrieved all my money.I got it all back except for the $2.00 fee times 5 months ($10.00) that they never warned me about.These shifty practices are wrong.The Apple Federal Credit Union owes me $10.00.

  Business Response

  Date: 12/05/2024

  Dear ****** ****,
  
  Thank you for reaching out and sharing your concerns. After reviewing your account, we found it entered a dormant state due to extended inactivity. Per our Membership Agreement (Section 25, "Inactive Accounts"), accounts without twelve-month transactions may incur inactivity fees. Dormant checking accounts are assessed a $2.00 monthly fee until activity resumes, the member contacts us, or the balance is depleted. These fees were applied per our policy, provided to members at account opening, and available upon request.
  
  We regret any frustration or inconvenience this may have caused. As the account has been closed, we cannot reverse the fees, but wed be happy to clarify our policies or explore additional ways to assist you. If you have further questions or concerns, please get in touch with our ********************* at ****************.
  
  Thank you for your membership over the years,
  
  Apple Federal Credit Union

• Initial Complaint

  Date:09/07/2024

  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.

  On 3 September I used the Apple FCU transfer payment system to send the payoff amount of ******** which is what the Apple FCU system told me on 3 September. The system quoted me that amount. However although knowing I paid using a transfer payment amount, the payment didn't process for several more days, and in turn, the algorithm added another 7.40 of interest. I called on 7SEP to discuss and spoke to two people in the system to try and rectify this. The first in the car loan department said she would send a note and have someone call on Monday and I said so we are going to add more money to interest and not fix the issue. I asked her to close the account and she transferred me and the man in turn told me the only way to close the account was to use a 3rd party bank app to move money in the savings and apply the 7.40 or to find an adjacent bank that would charge another 3 to 4 dollars to put money in the account. He said the bank was supposed to add several more days worth to the pay off amounts. However that isn't what the bank payoff amount generated when I asked for the pay off amount in the transfer payment syststem. I asked different ways to close the account and the loan and he only gave me ways to close it today. I ended up sending in another $10.40 on 7SEP into the bank through transfer to close it. I would like the $10.40 refunded and the loan closed and the bank account closed as I paid the amount the Bank quoted me on the 3rd of SEPT and yet the algorithm continues to charge me. The bank pay-off amount cannot be quoted as one amount and then continue to charge money. I need someone from auditing or a manager to pull up the account payoff from the 3rd of September and apply the amount that was sent. I paid the amount for the payoff of the 3rd of September as the bank gave me that quote.

  Business Response

  Date: 10/04/2024

  Thank you for reaching out. We reviewed your account and confirmed that the payoff amount displayed on September 3rd was $19,119.15, not $9,119.50. You made a $10,000 payment on September 5th, leaving a balance of $9,119.15. Due to the 2-3 day ACH processing time, an additional $7.40 in interest accrued, as payoff amounts are valid only for the date quoted. This processing time adheres to ***** rules, as outlined in the disclosures available during the electronic transfer process. Interest continued to accrue until the payment was posted. While this may result in a higher-than-anticipated interest charge, your total payoff amount was accurate based on your payment's timing.

  Customer Answer

  Date: 10/07/2024

  [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: 22254357
  
  I am rejecting this response because: the algorithm that calculated the quote is supposed to give the pay off quote and should in fact include the two day pay off timeline.  Therefore the quote is inaccurate.  Your bank does not allow for same day payments so therefore there isnt an option to pay it off same day online. 
  
  
  
  Regards,
  
  ********* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/04/2024

  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.

  On July 14 I went to atm to pull money from my overdraft and the *** rebooted and took my money from my account I waited 10 days to see if it would refund it didn't so I disputed with apple it took them 4 days they finally gave me credit while I wait on the dispute in the amount of 950 plus there 25 fees well now I can't use my overdraft I've always paid it back and it's only been 14 days and they sent it to collections and turned my overdraft off if like my overdraft back since this is not my fault

  Business Response

  Date: 08/16/2024

  Dear ******************,
  
  Thank you for bringing this matter to our attention. Please note that for external network adjustments, Apple FCU reserves the right to process credits within a period of up to 90 days, which is typically required for a case to be fully resolved.However, given the specifics of your situation, we've granted full temporary credit for both transactions and refunded the associated overdraft fees.

  In the meantime, your overdraft privilege has been temporarily restricted until the case is resolved. If you have any questions or need further assistance, please feel free to contact us at ************.
  

  We appreciate your membership.

  Sincerely,
  Apple Federal Credit Union

• Initial Complaint

  Date:07/30/2024

  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 reached out to the credit union months ago with them promising to help once I sent in proof of medical claim, which I sent to collections. Up until now Apple FCU has gone into one of my accts and taken over $700 to satisfy this loan that I explained should be closed & I cannot pay. I understand that I have fallen on hard *************** & currently have this loan w/ Apple FCU. I want to express my gratitude for their support from ******* family in the past. However, I am now facing a challenging situation & would like the opportunity to settle the debt & request it be closed due to financial hardship. Unfortunately, my physical health has significantly declined since I initially took out the loan. I have undergone multiple neck surgeries and am awaiting serious back and knee surgeries due to military injuries and a recent car accident. As a result, I am no longer able to work as an engineer at ********************* and my income has decreased by $60,000. I am currently relying on Social Security benefits to sustain myself.If you review my credit history, you will see that I have always been diligent in maintaining good credit and paying my bills. However, due to my circumstances, I am no longer able to fulfill my financial obligations. I have already closed all of my credit cards, as evidenced by the credit report I have provided, and I am currently living paycheck to paycheck in an attempt to manage my debt.Before considering Chapter 13 Bankruptcy, I wanted to personally reach out to all of my creditors and explain my situation. It is my hope that by having an open and honest conversation, we can work together to find a solution and move past this debt that I have unfortunately accumulated.I sincerely appreciate any assistance you can provide in helping me navigate through this difficult time with Apple FCU but they have ruined my credit all in an attempt to discredit me when I explained my financial situation & wanted to find a resolution for the debt.

  Business Response

  Date: 08/15/2024

  Mrs. ***************** appreciate you reaching out to us about your financial situation. Our records reflect that despite multiple attempts to assist you with a hardship application, we did not receive the necessary documentation to proceed.
  
  Your account is currently over 100 days past due. We strongly encourage you to contact us directly at ************** to discuss any available options for temporary relief.
  
  Sincerely,
  Apple Federal Credit Union

  Customer Answer

  Date: 08/20/2024

  [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: 22067630
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/25/2024

  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 recently applied for a checking account with AFCU on 06/06/2024, but shortly received a email stating that the information provided during the application process was unable to be verified. I have mailed them twice in a attempt to resolve the the unknown issue. I have also donated to 1 of their associated organizations to become a member. Along with verifying that all my information was indeed correct during the application process. I also called and attempted to speak with someone, but the lady was so rude and I felt out of place. I have been a fraud investigator for over 9 years for a financial institution and I feel that I may have been discriminated against. I look forward to being apart of AFCU, but not sure if I am welcome.

  Customer Answer

  Date: 08/07/2024

  I am expressing my deep disappoing and fustration regarding the rejected of my membership applicationm as communicated in my recently letter dated 07/29/2024. It is very disharding to receive a rejection without a clear explanation or an opportunity to address potential concers. I have been a fraud investigation for over 8 years within banking & payment processing organizations such as TSYS, Worldpay, and ******* *****, and have multiple account with various finanical instututions with no concerns. I am also aware that I indeed provided appropriate and correct information during the application process. Along with donating to W&OD $20, which was required to join your credit union. Understanding the factors that led to the decision would allow me to address any issues and reapply. I am genuinely interested in becoming a member and believe that I can contribute positively to the Apple Federal redit Union Community. Please reconsider my application or provide me with the information needed to recify any issues. I am hopeful that we can resolve this matter promptly and positvely.

   

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

  Customer Answer

  Date: 08/07/2024

  Proof of donation to W&OD organization 

  Business Response

  Date: 08/12/2024

  Dear ******************,
  
  Thank you for bringing your concerns to our attention. After carefully reviewing your application history with Apple Federal Credit Union, we found that you submitted two membership applications on July 6 and July 8, 2024, both of which were automatically declined. Following these declines, you contacted our *************** team, where you were informed of our decision and given the option to appeal via written request.
  
  We received your appeal letter on July 29, 2024, and after thorough consideration, we have decided to uphold our original decision.  However, if any additional information is relevant, we welcome you to submit it for further review.
  
  Thank you for your understanding and the opportunity to address your concerns.
  
  Sincerely,
  Apple Federal Credit Union

• Initial Complaint

  Date:07/22/2024

  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.

  On 05/29, I filed a dispute for charges that appeared on my account. For almost two months cardholder services has shown nothing but incompetence in handling my issue. It took me calling and visiting the Mt. ************************* three times for them to finally get the correct amount of my dispute. I was told by a manger to ask for a new card and a provisional credit since my card had been compromised. I was told on July 2nd, I would receive the provisional credit and get a call by the end of the business day, then it was July 8th, then July 17th and then July 18th. I then received a call from the Mt. ************************* Manager that my issue wasn't considered fraud and therefore it was going to take ***** days. I told him I was already approaching 60 days on July 29th. He suggested I contact cardholder services again when he called me on 07/18 and I did. I was told that my dispute was reopened. Mind you I have been told every time I called that it was in progress. I was also told that there was no time limit in how long the dispute inquiry could take but other representatives and the branch manager told me it could take ***** days. They have been all over the place with their responses to my phone calls and visits to my local branch so I filed a formal complaint with the President/CEO of the bank. The constant errors in the dispute amount, the inconsistencies with the representatives and managers responses are appalling. I would appreciate it if you can assist me in getting my money back. I'm very disappointed in how they have handled my dispute.

  Business Response

  Date: 08/09/2024

  Dear *********************,
  
  We regret any inconvenience you may have encountered.After researching this matter further, we are pleased to learn that it has since been resolved on July 24th, ****************************************************************************** that conversation you discussed your recent experiences and we informed you that we were able to credit your account for the remaining disputed amount, closing out this issue. We appreciate your understanding and thank you for bringing this matter to our attention.
  
  We value your membership,
  
  Apple Federal Credit Union

• Initial Complaint

  Date:07/16/2024

  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 card information was compromised two $500 transactions came out of my account on 07/05/2024. Along with three $25 charges from afcu, first I was told id get ********************** the following day. I never received it, then I was told within 3 days. Here it is over a week later, and no update and no refund for a transaction I didnt make nor approve. I cant pay my bills because now my account is negative, and not a single *** can give me any information at all.

  Business Response

  Date: 08/05/2024

  Dear *******************************,
  
  We apologize for the inconvenience caused by the unauthorized transactions on your account. Our records reflect that we applied two credits of $500 and refunded the two related $25 fees to your account on 07/17/2024 within the permissible timeline of 7-10 business days.
  Your case is still under investigation, and you will receive a close-out letter with our findings by the end of the month. If you need assistance with your outstanding balance, please contact us at ************ for payment options.
  
  We appreciate your membership,
  Apple Federal Credit Union 

• Initial Complaint

  Date:07/12/2024

  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.

  Ive been with Apple Federal Credit Union for over a month. On July 8th, 2024 I was approved for overdraft privilege for $1,000. I will attach conformation receipt. I decided to take advantage of the opportunity until I received my direct deposit from my employer using my other bank. I decided to withdraw $1,000 which was declined twice. I quickly called Apple and explained to them I couldnt use the funds and the rep stated I needed to put $300 in my account first before Id be able to use the privilege. I stated to her that I have read the opt in agreement and it doesnt not state that it is a mandatory requirement. She told me it was not mandatory, but it would help even though I was already approved. If that is policy I am completely okay with that and not upset. However, this should be on all opt in forms and individuals should get denied if they do not meet the qualifications. My main concern tonight is I tried to log in and set up direct deposit using my account to have more income come into this bank. However, I noticed I no longer have access to my account. I have money in my account currently that I cant use, along with my employer is getting a Rejection every time I tried to set up direct deposit. I called once more and a sup stated that I was restricted from online access due to the misunderstanding with overdraft privilege. She stated I could still use my debit card and that Ill regain access once I have money coming into the account. I expressed it wouldnt allow me to set up direct deposit and I was told to drive to an atm deposit that way, or mail in a check. My account is currently not overdrawn with funds in the account and I am completely separated from using the funds. Or having access to view online. I do not feel as I should be penalized over a misunderstanding. I ask that the company have their customers backs along with allowing me to regain access to my account. If this cant be done, I no longer wish to do business with this company.

  Business Response

  Date: 08/05/2024

  Dear *************************,
  
  Thank you for bringing your concerns to our attention. We apologize for any inconvenience. After researching, our records reflect that no deposit history has been made to meet the requirement for Overdraft Privilege (ODP) eligibility. Per our policy, "You must be at least 18 years of age and have deposited at least $300 into your primary Apple Federal Credit Union checking account in the current or previous month to qualify for the service."
  
  We have restored your access,allowing you to use your debit card, make transfers, and log in online. On 7/12/2024, we also refunded both fees related to this incident. ODP privileges will be granted once a deposit of at least $300 has been made.
  
  If you still wish to close your account or have any questions, please contact us at ************ or visit any of our branches to complete the required account closure form.
  
  We appreciate your membership,
  Apple Federal Credit Union

  Customer Answer

  Date: 08/08/2024

  [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:06/19/2024

  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.

  Apple Federal Credit Union Dear Better Business Bureau,I am writing to file a formal complaint against Apple Federal Credit Union for an unauthorized account reported on my credit report, which has not been resolved despite my direct efforts with the institution.Details of the Unauthorized ******************************** Name: Apple Federal Credit Union Opened Date: 04/09/2020 Account Number: ********** High **********************: $3,000.00 I have never applied for or consented to this account. Its presence is negatively affecting my financial credibility. I have reached out to Apple Federal Credit Union to dispute this entry but to no avail. I request the BBBs assistance in removing this fraudulent account from my ********************** report.Thank you for your prompt attention to this matter.

  Business Response

  Date: 07/15/2024

  Dear Mr. ****************** you for reaching out and sharing your concern regarding an unauthorized account reflecting on your credit report. We have reviewed this concern and found that an Emergency Loan was opened on 04/09/2020 with Apple Federal Credit Union. Our research also revealed that this Emergency Loan has an original balance of $3,000. The loan agreement was signed electronically, with a signature that matches what we have on file. Also, our records show that you applied for an extension on this loan on 12/08/2020 and made several payments, indicating your awareness of this account.
  Based on these findings, this account will remain on your credit report. We recommend contacting Grant ***** ***** at ************ to discuss any charged-off accounts and explore resolution options.
  If you have further concerns or additional information, please get in touch with us directly at ************ 

• Initial Complaint

  Date:06/17/2024

  Type:Order 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.

  Need access to my account/money once I make my deposit June 15 US treasury check was deposited at *****************************************

  Business Response

  Date: 07/19/2024

  Dear **************,
  
  We appreciate you bringing this matter to our attention. We regret any inconvenience you experienced when depositing your US Treasury Check.
  
  After some research, we found that your account was recently opened on May 9th, 2024, because of this, our system flagged your check deposit made on June 14th, 2024. Due to a lack of account history, this check remained on hold, and temporary restrictions were put in place.
  
  We apologize for any inconvenience this may have caused. We're happy to inform you that this check has cleared, and all restrictions associated with this deposit have been removed from your account. Moving forward, there should be no issues with similar check holds.
  
  Thank you for your understanding, and we appreciate your membership with Apple FCU.