Andrews Federal Credit Union

February
6, 2015
"Tahoma","sans-serif"; font-size: 10pt;">
[redacted]
RevDex.com of Metropolitan
Washington
DC and Eastern Pennsylvania
1411
K St NW, 10th Floor
Washington,
DC 20004-3404
Subject:
[redacted], Complaint Identification [redacted]
Dear
[redacted],
Thank
you for notifying Andrews Federal Credit Union of the recent complaint filed by
[redacted] with the Revdex.com regarding a billing/collection
issue.
Mr.
Kimbrough states in his complaint that Andrews Federal Credit Union withdrew $193.00
from his checking account to pay on a closed credit card which he has been attempting
to dispute for over a year. He also states that the $225.00 in fees assessed
between January 5, 2015 to January 20, 2015 were a result of the $193.00 debit.
A thorough investigation of [redacted]’s account and his complaint has been
completed. The state of his account and our subsequent actions are explained as
follows:
On
January 5, 2015 [redacted]) debited $193.00 from [redacted]’s checking account and applied it to the [redacted] Credit Card, due to the
card being over the limit. Prior to the $193.00 debit, his checking account
balance was $410.50.  The negative
balance was caused by an Automatic Clearing House (ACH) transaction in the
amount of $501.49. The $193.00
transaction did not cause [redacted] to incur $225.00 in fees.  The fees were incurred because of numerous
debits initiated by [redacted].
On January 22, 2015, [redacted] sent an
e-mail regarding the $193.00 debit to the Debt Counselor, Denise A[redacted]. Ms.
A[redacted] responded to him via email on January 23, 2015, explaining that the Loan
liner Plan, which [redacted] had signed at the time that he applied for his
[redacted] Credit Card, states that we have the right to transfer funds from the
member’s checking account if a loan/credit card is delinquent or over the
credit limit.  Ms. A[redacted] contacted Mr.
Kimbrough again via email on January 28, 2015, and provided him with the name,
e-mail address and direct phone number for the Card Support Manager he should
contact to discuss his [redacted] Credit Card.
Should
you need any further information, please do not hesitate to contact me.
Sincerely,
Tonia
V[redacted]
Member
Advocate
Andrews
Federal Credit Union
[redacted]
Suitland,
Maryland [redacted]
Office
[redacted]

July 24, 2014
[redacted]Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania1411 K St NW, 10th FloorWashington, DC 20004-3404
Subject: [redacted], Complaint Identification [redacted]
Dear [redacted],
Thank you for notifying...

Andrews Federal Credit Union of the recent complaint filed by [redacted] with the Revdex.com regarding the denial of a personal loan he requested with Andrews Federal Credit Union.In [redacted]’s complaint, he stated that his application should be re-evaluated. He felt that the Underwriter made an error in calculating the debt-to-income ratio. [redacted]’s application was reviewed again by the Lending Supervisor, and we are unable to approve his personal loan due to his credit performance with Andrews Federal Credit Union. The denial was not based on his debt-to-income ratio. [redacted] was denied because of three payments that were eleven to thirty days past due and one payment that was thirty-one to sixty days past due on a previous personal loan with Andrews Federal Credit Union. We have specific criteria to follow when processing all loan requests. 
We thank you for bringing this matter to our attention. Should you need any further information, please do not hesitate to contact me directly.
Sincerely,
Tonia V[redacted]Member Advocate###-###-#### – Office###-###-#### – [email protected]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
After reviewing the attached credit report the same statement remains.
Regards,
[redacted]

September 11, 2014
size="3" face="Times New Roman">
[redacted]
Revdex.com of
Metropolitan
Washington DC and Eastern
Pennsylvania
1411 K St NW, 10th
Floor
Washington, DC 20004-3404
Subject: [redacted],
Complaint Identification [redacted]
Dear [redacted],
Thank
you for notifying Andrews Federal Credit Union of the recent complaint filed by
[redacted] with the Revdex.com in regards to establishing
membership with Andrews Federal Credit Union.
[redacted] completed an application for membership on Sunday, August 3, 2014
during Family Fun Day in [redacted], MD. The representatives who attend
these functions inform potential member’s that if the application is approved,
they will receive their debit card within seven business days.  All applications were returned to our
[redacted] Road Branch for review, scanned and then destroyed. We validate the
information provided on the application and run a [redacted] Systems report to see if
the potential member has a negative report with other financial institutions.
If there is a negative report in [redacted] Systems, we mail an Adverse Action Letter
to the address listed on the application. The Adverse Action Letter explains
the reason an application was not approved and who they need to contact. An Adverse
Action Letter was mailed to [redacted] on August 11, 2014.
Should you need any further
information, please do not hesitate to contact me.
Sincerely,
Tonia V[redacted]
Member Advocate
Andrews Federal Credit Union
5711 [redacted] Road
Suitland, Maryland 20746
Office ###-###-####

August
11, 2015
"Arial","sans-serif"; font-size: 10pt;"> 
[redacted]
Better
Bus[redacted]s Bureau of Metropolitan
Washington
DC and Eastern Pennsylvania
1411
K St NW, 10th Floor
Washington,
DC 20004-3404
 
Subject:
[redacted], Complaint Identification [redacted]
 
Dear
[redacted],
 
Thank you for
notifying Andrews Federal Credit Union of the recent complaint filed by [redacted] with the Better Bus[redacted]s Bureau regarding a billing
issue.
 
[redacted]
states, in his complaint, he
financed a [redacted] 200 and a [redacted] with
Andrews Federal Credit Union. In the complaint outlined, [redacted] stated
insurance was added to [redacted] which resulted in increased monthly
payments.
 
After thoroughly
researching [redacted]’s account I discovered the following. The loan for the
[redacted] was established on February 14, 2014. Collateral Protection
Insurance (CPI) was added to the [redacted] on July 25, 2014 due to
Andrews Federal Credit Union (Andrews) not receiving proof of insurance which
is outlined in his Security Agreement and Advance Receipt. 
 
Prior to Insurance
being added, we send a series of two (2) letters over a course of eighty-four
(84) days prior to adding CPI. Our letter states if members do not furnish
evidence of a physical damage insurance policy, Andrews may purchase insurance
coverage on our member’s behalf and add the premium to the principle balance of
the loan.  Additionally, payments may be
increased accordingly to cover the premium added over a 12 month period.  During the time in question, Andrews needed
to receive [redacted]’s, proof of insurance effective February 14, 2014.   On June 26, 2015, Andrews did receive proof
of insurance effective July 04, 2015. 
There appeared to be a lapse of coverage from February 14, 2014 to July
04, 2014.  The premium assessed for this
time period was $1,686.00 and [redacted]’s monthly payments increased from
$422.26 per month to $570.36 to cover the premium added to the loan.  
 
[redacted] continued to
make payments; however he never increased the payments to $570.36 which caused
the loan to become delinquent and late fees were assessed. We received proof of
insurance on June 26, 2015 and issued a full refund for CPI totaling $1,738.46.
We issued a credit on August 11, 2015, in the amount of $285.20 for late fees
that were assessed from July 25, 2014 until June 26, 2015, which were credited
to the principle balance of the loan. 
Andrews Federal uses Experian for credit reporting and we have not
reported any delinquencies.
 
Should
you need any further information, please do not hesitate to contact me.
 
Sincerely,
Tonia
V[redacted]
Member
Advocate
Andrews
Federal Credit Union
[redacted]
Suitland,
Maryland [redacted]
Office
[redacted]

April
2, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Thank
you for notifying Andrews Federal Credit Union of the recent complaint filed by
[redacted] with the Revdex.com regarding customer service issues.
[redacted] states in his complaint that he applied for a [redacted] Credit
Card on March 22, 2015 and was immediately approved. On March 27, 2015 he was
contacted by a Lending Representative who informed him that he needed to
complete an application for membership in order to process the credit card. [redacted] followed up with two e-mails, after completing the membership
application, and didn’t receive a response from the Lending Representative.
I
contacted the Lending Department and had the card manually activated on April
1, 2015. The card will be sent via express mail. [redacted] card is scheduled
for delivery on April 3, 2015 at no charge to him. We would like to extend our
apologies for the delay and any inconvenience this may have caused.
Should
you need any further information, please do not hesitate to contact me.
Sincerely,
Tonia
V[redacted]
Member
Advocate
Andrews
Federal Credit Union
[redacted]
[redacted]
[redacted]

Andrews Federal Credit Union (AFCU) has been taking additional funds as a penalty in the amount $11.59 from my over draft account which was set-up to be done at the first of each...

month automatic withdraw by AFCU for the last 7 months. After reviewing this account in a greater detail I learn from on-line system the following information:" XFR Pmt: From Share 0040 Principal 18.41- Int/Penalty 11.59 Due Date 01/25/2014" which a penalty being forced upon myself and is having an adverse effect upon my overall credit score.I am seeking Andrews Federal Credit Union (AFCU) to stop this additional penalty process and to return those funds. Additionally, to update and clear my credit rating under this matter. Which is truly unfair business practice being done and not agreed to by me. Desired Settlement: Refund

September
14, 2015
 
 
[redacted]
RevDex.com of Metropolitan
Washington
DC and Eastern Pennsylvania
1411
K St NW, 10th Floor
Washington,
DC 20004-3404
 
Subject:
[redacted], Complaint Identification [redacted]
 
Dear
[redacted],
 
Thank you for notifying Andrews Federal Credit Union of
the recent complaint filed by [redacted] with the Revdex.com
regarding a service issues.
 
[redacted] states in his complaint that Andrews Federal
Credit Union received the payoff check for the 2009 [redacted] on August 27,
2015, from [redacted]. He called on September 2, 2015 to check the
status of the title and was promised a call back. [redacted] never received a call. He noted when he called again, he was told the title
was in process and that it could take up to sixty (60) days.
 
It is Credit Union policy to ensure the turn-a-round
time for a title to be mailed after payoff is two weeks after the payoff has
been posted to the loan.   I have looked into this matter and
verified the title was mailed on Thursday, September 10, 2015 to [redacted] in Portsmouth, New Hampshire. We apologize for
any misinformation provided to [redacted] and any inconvenience this may have
caused.
                                        ...⇄                                                                                                                                                                                                                                                                                           
Thank
you for bringing this matter to our attention.  Please do not hesitate to
contact me directly should you need any additional information.
 
 
Sincerely,
 
Tonia
V[redacted]
Member
Advocate
Andrews
Federal Credit Union
[redacted]
Suitland,
Maryland [redacted]
Office
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The response if anything confirms the systematic problem, namely the credit union's attempts to block closure of accounts, and offers no suggestion of change. It is true AFCU closed my share account on 7/15/14, but only after I also complained to Revdex.com and the National Credit Union Administration. The ACFU letters I received show that the credit card account was closed the same day. So, unlike the response suggests, no action appears to have been taken on my letters mailed on June 27. Also, I was told TWICE by credit union staff that my letter had not been received. Then, again after the complaint here, ACFU found my letter. Given other complaints, this is a pattern and the credit union's response that "it is unclear" why action was not taken in accordance with a consumer's instructions is shameful for such a regulated industry. And the response does not explain the credit union's uniquely restrictive closure processes, which make it very difficult to close accounts.
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Your department is keep withdrawing $193 from my account; which is not authorized after I thdn informed the bank on several occasions that I did not make $10,000 worth of purchases on a card with a $1,000 limit.  
Your department has continued to fail to investigate this matter after I've conplained several times on the issues. 
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The issue was never about not qualifying for a checking account. The issue is me giving my personal information and not getting a  appropriate response in a timely manner. I had to call them several times just to get the process started. Yes I had to call them just to get the process started. Phone conversation records in their database can verify that. I bet if I never called I would be a sitting duck. Well I don't quack and time waits for no man. A representative said over the phone it takes 24 hours to be entered into the database. I waited 7 days after the initial 24 hours only to find out they did not have me in the system. They did not start the process until I called them wondering what is going on with my personal information I gave them. Once again if I did not call them, what would be the status of the information I gave? Did everybody else have to call just to get the process started for a checking account? I take this to be poor business practices and regret filling out an application with Andrews Federal Credit Union.

July 30, 2014
[redacted]Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania1411 K St NW, 10th FloorWashington, DC 20004-3404
Subject: [redacted] [redacted], Complaint Identification [redacted]
Dear [redacted],
Thank you for notifying...

Andrews Federal Credit Union of the recent complaint filed by [redacted] with the Revdex.com regarding his request to close his account with Andrews Federal Credit Union.[redacted] stated in his complaint that twice he e-mailed a letter accompanied with a copy of two forms of identification to close his account. We have been unable to locate either e-mail. We closed the account on July 30, 2014 per the complaint filed. We credited the $4.00 paper statement fee back to the account, and a check in the amount of $11.93 was mailed to the address we have on file.
We thank you for bringing this matter to our attention. Should you need any further information, please do not hesitate to contact me directly.
Sincerely,
Tonia V[redacted]Member Advocate###-###-#### – Office###-###-#### – [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Ms. V[redacted] was a pleasure to work with and helped me secure the card in the needed timeframe.  I greatly appreciate her assistance (and yours!) in this matter.
Regards,
[redacted]

September 11, 2014Dear [redacted],Thank you for notifying Andrews Federal Credit Union of the recent complaint filed by [redacted] with the Revdex.com in regards to establishing membership with Andrews Federal Credit Union.
[redacted] completed an application for membership on Sunday, August 3, 2014 during Family Fun Day in [redacted], MD. The representatives who attend these functions inform potential member’s that if the application is approved, they will receive their debit card within seven business days. All applications were returned to our [redacted] Road Branch for review, scanned and then destroyed. We validate the information provided on the application and run a [redacted] report to see if the potential member has a negative report with other financial institutions. If there is a negative report in [redacted], we mail an Adverse Action Letter to the address listed on the application. The Adverse Action Letter explains the reason an application was not approved and who they need to contact. An Adverse Action Letter was mailed to [redacted] on August 11, 2014.Should you need any further information, please do not hesitate to contact me.Sincerely,Tonia V

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

July 30, 2014
[redacted]Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania1411 K St NW, 10th FloorWashington, DC 20004-3404
Subject: [redacted], Complaint Identification [redacted]
Dear [redacted],
Thank you for...

notifying Andrews Federal Credit Union of the recent complaint filed by [redacted] with the Revdex.com regarding his request for his loan balance to be corrected.Collateral Protection Insurance (CPI) was added to [redacted]’ auto loan on June 27, 2014 because our records indicated that we did not have proof of insurance. Proof of insurance was confirmed on July 16, 2014.  A full refund of $2,897.00 was credited back to the loan on July 25, 2014. CPI has been removed and his monthly loan payment was adjusted back to $314.41 per month.
We thank you for bringing this matter to our attention. Should you need any further information, please do not hesitate to contact me directly.
Sincerely,
Tonia V[redacted]Member Advocate###-###-#### – Office###-###-#### – [email protected]

July 22, 2014
[redacted]Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania1411 K St NW, 10th FloorWashington, DC 20004-3404
Subject: [redacted], Complaint Identification [redacted]
Dear [redacted],
Thank you for notifying...

Andrews Federal Credit Union of the recent complaint filed by [redacted] with the Revdex.com regarding her request to close her account with Andrews Federal Credit Union.We received a letter from [redacted] on July 2, 2014 requesting to close her [redacted] Credit Card and Share Account. Once the letter was received, a request was forwarded to the [redacted] Department to close the credit card. We are unclear why the Share Account was not closed. [redacted] followed up with a fax request, that was received on July 15, 2014, and the account was closed that day. A check in the amount of $30.00 was mailed to the address we have on file.
We thank you for bringing this matter to our attention. Should you need any further information, please do not hesitate to contact me directly.
Sincerely,
Tonia V[redacted]Member Advocate###-###-#### – Office###-###-#### – [email protected]

[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.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

Dear [redacted],Thank you for notifying Andrews Federal Credit Union of the recent rebuttal to a complaint filed by [redacted] with the Revdex.com regarding a billing/collection issue. [redacted] stated in his rebuttal that the [redacted] Credit Report he has showed that Andrews Federal listed his status as “Creditor cannot locate individual”. We contacted [redacted] and this has been corrected. Should you need any further information, please do not hesitate to contact me.

January 6, 2016
Dear [redacted],
Thank you for notifying Andrews Federal Credit Union regarding the recent complaint filed by [redacted] with the Revdex.com regarding a refund issue.
[redacted] ascertains in her complaint she has contacted Andrews Federal...

Credit Union over ten years ago regarding funds in her savings account, which was closed in 2003. Additionally, [redacted], stated, she was directed to contact The Department of Treasury in Maryland who told her she had a total of $500.00 which they would forward to her.All States require financial institutions to report contents of safe deposit boxes, bank accounts, wages, insurance benefits, security deposits, stock dividends and other property to the Comptroller's office of that state, if the property in question remains unclaimed for three or more years. In the event the financial institution is unable to contact the member and the account remains inactive for the period of time specified by State law, the firm must report the account to the state where the account is held. The State claims the account through a process called "escheatment," whereby the State becomes the owner of the account,
Prior to the escheatment process, Andrews makes an effort to remind our members of their inactive accounts. On our process, two letters are mailed to our members the year an account is in danger of being escheated. One notice is sent in June and a second notice is sent in August. I have enclosed a sample copy of both letters for reference. The letter provided the member an opportunity to maintain the account or close the account and send any remaining funds to the address on file. In situations where a response is not received, the account is closed and the funds are escheated to the State on October 31st of that year. [redacted] account was escheated October 31, 2003 therefore; she will need to contact the State of Maryland regarding the funds.
Should you need any further information, please do not hesitate to contact me,
Sincerely,
Tonia V.
Member Advocate