Andrews Federal Credit Union

Review: This credit union made a error regarding my payroll deposit and INSISTED my company issued a BAD check causing me GREAT EMBARRASSMENT DURING A PURCHASE and when I confronted my companies payroll department almost lost my job!

Even after showing them their error they want me to pay a fee !Desired Settlement: I am closing the account and don't want to pay a fee for THEIR error!

Business

Response:

December 2, 2013

Review: On April 26 2013 I have been charged $25.00 for transferring $150.00 between Andrews Federal Credit Union (AFCU) and [redacted] ([redacted]). I have not been given any explanation for this charge Funding for the transfer was available I was not over drawn. The charge is unethical excessive and arbitraryDesired Settlement: I expect Andrews Federal Credit Union (AFCU) to return $25 to my

Business

Response:

May 7, 2013

Review: I have been a customer with Andrews FCU for over two years. I have received one new auto loan through them and one refinanced auto loan through them. I also have a credit card with them. All of my loans with Andrews has always been paid on time and I have always paid more then I have too on my monthly payments. I am in the market for a new car and will be trading in my old car (which has a lot of equity). I requested a loan through Andrews FCU and they denied me a loan how ever another Credit Union and Bank approved me for a auto loan (whom I have never done business with). I feel as if Andrews have thrown me under a bus after I have been a loyal and faithful customer to them. They told me they didn't approve my loan request because I had a repo from 2007 on my credit report. I don't understand! The same thing was on my credit report in 2011 when I got my initial loan with them, when I got a credit card with them, and when I refinanced with them! My question is what is different this time? I don't appreciate Andrews squeezing interest out of me and then telling me I'm not good enough after I have built years of trust with them and had always virtually paid off balances twice as fast from the agreements.Desired Settlement: I request that the CEO take a look at this complaint and make a determination himself on the merits of this loan.

Business

Response:

Review: I have been unable to elicit a response from AFCU. I have called and been told someone will contact me but they never do. I have emailed and recieved no response. I have used their website to request contact with a care member and they have not abided by their own 24hr rule. I was reported as paying 30 days late when the issue was between my finacial institution and theirs. I am trying to get this removed from my account and reported to the credit bureau as such.Desired Settlement: I want AFCU to comply with what I ask.

Business

Response:

November 6, 2013

Review: Andrews credit union seems like a scam and very unprofessional organization

1) First of all their customer service contacts you to a contracting agency that asks you a set of questions , does not give appropriate answers and then connects you to the backedn service which takes another 30 minutes or more to hold and wait

2) In my case I had to call several times and wait on phone for upwards of 30 minutes every time

3) They promise to call within 24 hours but never call

4) In my case I opened a CD for a large sum and after opening it cannot see the mention of it online in my onlne account. Every time I call, I have to wait atleast half an hour for an agent and the answer every time is the same (a) don't worry the CD is on its way to be created and (b) Someone will call in 24 hours (Which never happens)

5) I have found this to be the worst banking experience with any financial institution. Hope they are investigated for compliance and norm.s

Business

Response:

July 2, 2013

Review: AFCU has policies that inhibit a customer's ability to sever the banking relationship. I called the number on my credit card to close the account and was told I must call the credit union during business hours to do so. I did this, was transferred several times, and then was told I must submit the request in writing with two proofs of ID. The unreasonableness of this request, combined with terrible experiences with the credit union over the past year, prompted me to also terminate my membership and request return of my money. I complied with the onerous termination requirements and sent the information by mail on 6/27/14, flagging my identity theft concerns with having to send two pieces of ID with banking information. I followed up by email via a web form on 7/13/14 and was told no request had been received and I now needed to fax or email the request (with the 2 pieces of ID). I did that today, 7/15/14, along with a request for the results of the investigation into the missing piece of mail. A search online shows that this non-receipt of written requests to close accounts is a common complaint which suggests either an ID theft ring at the local post office or the credit union, or a practice of ignoring written requests to sever banking relationships and obtain return of funds entrusted to the credit union; both are troublesome.Desired Settlement: There is no reason I can think of why a consumer should have to submit a request to cancel a credit card in writing, much less submit not one but two pieces of ID to do so. Same for obtaining the return of one's own funds. I was not asking for the funds to be sent to a third party or to an address other than that on file, so there were no security concerns. Given the number of online complaints about the credit union's refusal to allow termination of relationships, I can only assume this is done for improper purposes. The burden is especially problematic given that the credit union serves government and military workers around the world and has only one physical branch, so almost all transactions must be done by mail. The policy should be changed. In addition to this, I ask the Revdex.com to follow up with the credit union to ensure my credit/ATM cards are cancelled promptly, any funds in my accounts are returned to me, and that my relationship with the credit union is terminated. Thank you.

Business

Response:

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

Consumer

Response:

[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]

Review: [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,

Review: Last year I purchased a motorcycle through the military auto sales in which through them I took an auto loan from Andrews FCU. I have never received an account # or member's ID for which I could check on the loan online with but fortunately I set it so I could apply payments though my bank account. I have been making double payments since then and recently called to check the remaining balance. The loan was about $13,000 and with the payments I was making, it should have been about $4000 but only it wasn't, they gave me the remaining balance of around $9000. Alarmed, I asked where did the rest of my payments went and they said they had opened a savings account in my name to store it. This is fraud as I never agreed to nor was ever notified of their intentions, also being cheated out of interest on the loan. Now I can not get my account # from them due to security reasons over the phone, an account # that should have never existed in the first since I am not a member and only took out a third party loan. Now though I called multiple times to request this account be closed and payments go to the loan, they go unheeded and I am being told to sign up for their online banking service so I can just transfer the money myself but I can't do this without an account #. I am living overseas due to being active duty military and I can not fax my forms of identity because security risks just to change my address so I can get a statement that has the # on it to make this online account work. This credit union has made it seem as if making double payments was a thing to exploited and punished.Desired Settlement: I want that savings account closed, and all funds from that account and that I issue be applied toward the loan and only the loan. Aside from that, I want no other dealings with this credit union.

Business

Response:

June 6, 2014

Review: The [redacted] oferred by Andrews Federal Credit Union advertises on their website that there are no foreign transaction fees, however, the [redacted] credit and fee disclosure provided by Andrews shows a 1% foreign transaction fee. I talked with representatives at Andrews and they claim that since this fee is waived by them and it is a benefit for the members, they don't have to correct the fee disclosure statement. I stated that this leaves the consumer open to changes at their whim, since the official/legal statement says nothing about the fee being waived. I asked for a statement in writing about the foreign transaction fee being 'none' instead of the 1% shown in the fee disclosure statement and they would not provide such a statement.Desired Settlement: Best outcome is that Andrews works with [redacted] to get their fee disclosure corrected to match their advertised features of the [redacted], and send to all current card holders. Next best outcome is for Andrews to send me an official written statement (email or postal mail) stating that the foreign transaction fee is 'none' or '0'.

Business

Response:

April 19, 2013

Review: In 2011 we got a auto loan from Andrews. That is now reporting the credit beauras at 8k. We got a lending office who is working with us to get approved for a home loan. They pulled our credit report. They are the ones that notced there are two reports from Andrews, one for June 2011 for 8k and another in Aug 2013 for 10k. We never got another auto loan from them. I called the collection office today on 17 Jan 2014. A nice lady by the name of [redacted], reviewed my account, and stated that there isn't another other then the 2011 is reporting.Desired Settlement: I would like for them to remove the Aug 2013 reporting for 10K of off my credit report.

Business

Response:

February 11, 2014

Dear **. [redacted],

Thank you for notifying Andrews Federal Credit Union of the recent complaint filed by [redacted] with the Revdex.com regarding her credit bureau report listing her loan with Andrews Federal Credit Union twice.

After extensive research we determined that we did not report her loan twice. When a member requests a copy of their credit report from all three credit bureaus, the system combines all the data which makes it appear that there are duplicate loans from one company. We can provide **. [redacted] with written verification of this if she needs to get approved for a loan.

Should you need any further information, please do not hesitate to contact me.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because I have attached the report we were given by our mortgage officer. If you look on our report there are two reportings.

Regards,

Business

Response:

March 11, 2014

Review: August 3rd I was attending a public event known as family fun day in [redacted] Maryland. There was various organizations promoting products and services including Andrews Federal Credit Union. As I walked pass their tent a team member approached me and asked if I would like to open a free checking account. She also mentioned that a thirty dollar deposit would be made on behalf of the company for signing up. I could careless about the thirty dollar deposit, but a free checking account is hard to come by these days. I was persuaded with the word free. It is a very pleasing word to the ear and I've heard good things about credit unions. With that said I filled out an application which included my social security number, ID, Phone number, and present address. After signing the consent of information form I was told that I would receive my debit card in five to seven business days. I also provided a code number to confirm the account once the card should arrive. Aug 11th I decided to give the call center a call to see what is the status of my debit card. A representative said my name and social is not in the system. She also said it only takes twenty-four hours to get in the system. Now I'm wondering exactly what is going on with my personal information I freely gave in order to freely receive a checking account as my signature states on the form. I was told a manager would call me the very next morning about this issue. Aug 12th I waited until Three o clock but never received a call. I called them once again trying to figure out exactly what is going on with my personal information I gave them. Identity theft is at an all time high and there is a lot of corporations out there scheming information about civilians for their own diabolical reasons. I would surely hope that I'm not a victim of either or. I was told they put me in the system on the 11th. They said I did not qualify for the free checking account. Its August 14th and I still have not received a letter confirming a credit check. Why?Desired Settlement: First I would like an apology. Second I would like all information about me in their system deleted. I still have not received any phone calls from this organization. This is very unprofessional, especially from a federal credit union. I also want the actual application form I filled out sent back to me or at least a copy to certify that you actually received it. This would very well please me and I would actually consider paying for an account if this issue is handled appropriately.

Business

Response:

September 11, 2014

Review: I ordered a motorcycle while overseas in 2011 through the Exchange military car sales program. My bike was to be delivered the following spring. I returned back to home station in the fall of 2011. I had many conversations and email with the AFCU loan department that always started with me verifying my contact information and mailing address over the winter and again in the early spring. We verified interest rates and cost of the loan etc... Come spring, my bike was over a month late on delivery and reported as miss shipped by the factory and the Exchange military sales office. I called and followed up the conversation up with an email to the loan office personal that I may cancel the order. I have all the names (sent it to [redacted] as well) my cause for concern was that the loan office was resilient that I was obligated to the loan regardless if I take delivery of the bike or not. They say I was liable for the loan even if the breech in contract is on the exchanges part and of no fault of my own.

My bike eventually showed up early summer of 2012 well over a month late and I provided proof of insurance to the dealer in order to take delivery and received registration. I recorded my lenders information, AFCU to my insurance agency and paid a year’s insurance in advance. I also renewed my insurance for another year and paid it in full a month prior to my annual renewal date.

Mid summer of 2013 I received what looked like a scam email form a MR. [redacted] saying my loan was in default. I checked my military allotment and It was in good standings. I researched my LES statements for errors because I recently PCS'd to a new duty station. Everything was in good order. I called AFCU to report the scam and they said I was indeed in default. I have never missed a payment. I was quite upset that I had never been notified of any errors to my loan. I soon found out my mailing address on file was Afghanistan. Nothing was ever mailed to me from AFCU the year I was in Afghanistan. My duty address was Afghanistan not my permanent mailing address. After all my conversations and validating my mailing address the loan officer, she never entered or corrected my mailing address. I was told I had to contact my assigned dept manager, ** Green. Who is not an easy person to get a hold of.

The so called reason for default is lapse in Insurance coverage, so I was told. I have no official mail stating anything ever. When I eventually was able to talk to [redacted] I all but had to interrogate him to pull the facts. The story kept changing. Multiple dates in lapse coverage and the information he wants keeps changing as well. Over the last 2 months I have sent him; my insurance agent’s information, policy number, Official proof of uninterrupted insurance coverage from the date I took delivery of the motorcycle directly from my insurance company. I have also sent him the emails and loan office personal I talked with including direct phone numbers. Emails sent to and from the same people when I was not happy with my interest rate and when my motorcycle was delayed. I gave him the motorcycle dealership information and POC whom I took delivery of the bike from and a copy of my registration.

I am now deployed again and my wife was just contacted by **. [redacted] again attempting to collect erroneous charges to my loan. My wife just sent him even more paperwork including a copy of me signing for delivery of my bike. Which I was told by the delivery agent That a copy of the paperwork was sent to my lender to initiate the contract as delivery of goods. The credit union should have had this paperwork already. Buy the way, it had my current address. This has dragged on for months now and is unprofessional and unacceptable.

The last conversation I had with [redacted] before I Deployed was that he had everything worked out and the issue was that I did not have insurance coverage on the motorcycle before I took delivery. He actually tried to tell me I was liable for insurance on a motorcycle I have never had possession of. He or AFCU thought I was liable to insure a bike that I did not own. By the sales contract I am not obligated to the bike till I take physical possession. I called my insurance company, Progressive and they assured me said no insurance company will cover a vehicle for the policy owner until they take legal possession. Even by the Exchange military car sales which AFCU is a preferred lender, states that orders may be cancelled any time prior to taking delivery. The manufacturer and dealership even stated I was not liable for the bike until I take delivery. Bottom line: I've had continues insurance on my motorcycle from day one of me taking possession of the motorcycle. The charges are erroneous, I've provided proof numerous times and your loan and customer support departments are lacking.Desired Settlement: 1. A written apology to my wife and myself for the distress this whole ordeal this has caused.

2. Immediate credit to my loan of all charges dated back to the original fees accessed and receipt of correction mailed to my current address.

3. Correction to any claims made to any and all credit reporting agencies that AFCU may have reported this error on their part to. The correction to the credit report needs to state that it was an error on the lender, not me. I am also requiring a copy of the corrected credit report to be provided by AFCU.

4. Your customer service and loan management division that [redacted] works in is terrible. When you contact someone for a dept your correspondence is so bad it doesn't have the professional business forum to look like a bad fake. No letter head, no signature block, no title, no loan number, It looked like a 6th grade prank sent via email. Fix it for your customers and you will get better and more prompt responses.

5. Timely, effective communication could have avoided all this. Loan department not having my correct address after numerous communications and phone calls verifying so needs to be fixed. An issue upon delivery of the bike not being addressed for over a year needs fixed. Weeks gone by between communications with [redacted] despite regular phone calls and Email attempts to get a hold of him to ensure all is resolved and still no notification in the mail need to be institutionally fixed. The charges not being clearly disclosed up front and in writing need to be fixed.

Business

Response:

September 4, 2013

Review: I have repeatedly contacted the Andrew's Federal Credit Union customer service line regarding an automobile loan that was paid off to get a status update on the processing of my vehicle title. The representatives always take my information and say they are forwarding it to the loan department and that a representative from that department will contact me. After over five phone calls and over a week of elapsed time, I have received no contact via phone or email.Desired Settlement: Forward my vehicle title to me (It has now been 19 days since my final payoff payment cleared), or contact me with an explanation of why it has been delayed. These are standard business practices that should be adhered to.

Business

Response:

June 20, 2013

Review: I believe that my Andrews FCU credit application for a $12,000 signature loan (debt consolidation) was rejected due to inaccuracies made by the underwriter and unfair credit practices. My application for credit was denied for the reasons indicated below; "Poor credit performance with us. Credit does not warrant amount requested." I spoke with two different representative who informed me that my debt ratio was too high 49.2% (an inaccurate calculation), and my previous personal loan had 4 late payments in a 24 month period. However, these late payments do not appear on any of my credit bureau reports. Additionally, I have two other loan accounts with Andrews FCU with excellent payment histories that were not even considered when decisioning my loan application. Those are not a fair policies or guidelines to practice when evaluating members for credit. I felt like I was treated unfairly and the representatives would never acknowledge the errors made by the underwriter. I believe that because there were internal errors made when declining my application for credit, management continued to make false credit guidelines in or to justify the original declination of my debt consolidation application.Desired Settlement: Acknowledgement. Apology. Counteroffer.

Business

Response:

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

Review: I paid off my loan that I had with Andrews FCU over a month ago. I had not received the title yet. I ask to close my savings account. I had to write a letter asking to close my account and sent two picture ID's. I got a response that they don't have a good address for me. I just verified my address over the phone with a CSR two days before. They did not like my passport as an ID. They asked me to sign it. I told them that is a picture of a legal ID and I am not going to sign it. Just close my [redacted] account.Desired Settlement: My title sent to me at my address of [redacted] and to close out my savings account.

Business

Response:

June 20, 2013

Review: I attemped to close my account with Andrews Federal Credit Union. When I called, I was told I had to submit the request in writing via email with 2 photo copied forms of identification. I provided this information to the email address that I was given. I have heard no response. This was about 2 months ago. I sent the email again and have still gotten no response. Meanwhile my account is still open and I am being charged $4.00 for every paper statement that they send me.Desired Settlement: Close my account and mail me a check for the remaining balance of $11.93 in my account.

Business

Response:

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

Consumer

Response:

[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.]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]

Review: I asked AFCU to send a check to [redacted] in the amout of 93.87 in Jan 2013. In which they did on my behalf. [redacted] in return took the monies from my check as well. When I asked about the double payment. I was told the AFCU check was not cashed and should go back into my account. I have faxed and email AFCU for a status without successDesired Settlement: Refund-Check.

Business

Response:

July 2, 2013

Review: While reviewing my bank account on Jul 9, I noticed the principal balance of my auto loan had increased $2,897.00 without any written or verbal notification with a line description of "Ins Ln Adv: CPI Insurance". I had no idea what this charge was for. I have NEVER been late on a payment. Well after several calls to Andres Federal Credit Union, it turns out this is forced auto insurance. The auto insurance is placed by the bank to ensure their security interest is insured (the vehicle). The fees are automatically added to the balance of your loan.

Here's the kicker, I gave all of our insurance information to Andrews Federal Credit Union before I refinanced the car with them. It's a state requirement to provide the information. I've kept full coverage on the vehicle through [redacted] ever since I drove off the car off the lot.

I have a letter from [redacted] verifying the vehicle has been insured since I took off loan with Andrews, it has the VIN number, policy number, period covered, etc. This letter has been provided in several occasions to Andrews Credit Union third party insurance partner [redacted]. My agent at [redacted] and myself has spoken directly with [redacted] and they confirmed coverage (Jul 16 confirmation number 197119520).

Well Andrews Federal Credit Union has refused to remove the $2,897.00 fee as of now and my monthly car payment which is due Jul 20 has increased from $314.41 to $557.92. Andrews Federal Credit Union stated that the charges can’t be removed until [redacted] removed the charges on their end and each time Andrews calls, [redacted] claimed it has not been provided. I have no idea who else to contact over this. I understand the economy is bad but to explicitly take funds from a member's bank account forcing double insurance when they blatantly can prove they have always had sufficient insurance is FRAUD. There is no fine print on this, there were no steps missed. I have always had insurance.Desired Settlement: The $2,897.00 fees be removed and car monthly payment go back to $314.41 before the next billing date of Jul 20.

Business

Response:

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

Review: In May of 2013 I requested to have my then estranged wife removed from all my accounts within Andrews Federal Credit Union. I was told I would need to close that account and open a new one. I did the required paperwork for this (or so I was told) and then was informed the paperwork was not the proper information. Meanwhile, my account was locked and I was unable to access my funds causing numerous late fees to be applied of no fault of mine but that of AFCU. I made numerous phone calls and with each call was given a completely different set of directions on the correct process for obtaining the new account. I requested numerous times to speak with a supervisor and left my phone number and numerous messages for these supervisors to call and I, as of this date have received no response. Due to this error on AFCU's part, my credit score has dropped from 720 to 688. I have all the emails of this timeframe to prove my accusations. This entire process took a total of 9 weeks. Then I called to request information be released to another Credit Union in order to pay off my overdraft account. At this time I was informed my now ex-wife is still listed on all my accounts. I spoke to a member of the customer service department and I did as she directed only to be told, once again,after the fact what I had sent was incorrect. I am still waiting for a phone call from Ms. Bullock. I received an email stating she had tried to call on Feb 11, 2014 and received no answer.my phone registers missed calls and there were no missed calls. I sent a message stating I would be home after 1pm on the 12th of Feb and she called at 10am. She was informed at that time I would be home by 1pm and she was to call back, which did not happen. Due to this error by AFCU, I have been denied a credit card by them stating I made late payments. I have been passed from one CSR to another and numerous times disconnected.Desired Settlement: Request the return of any and all late fees charged to me by AFCU due to their error from May 3, 2013 thru August 25, 2013.To have my credit score reflect no late payments during this timeframe which were applied by AFCU.They review their training process for employees and make sure all employees receive the same information and that when a request is made for a supervisor to call, this is done in an appropriate timeframe.I would still appreciate Ms. Bullock call me at 573-567-9005.

Consumer

Response:

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

Business

Response:

February 07, 2014

Dear [redacted],

Thank you for your application # [redacted] for credit -Credit Card.

We regret to inform you that the request was denied. The principal reason for the adverse action concerning your request is: Overextended

Your credit score was: 684 . Scores range from a low of 320 to a high of 844 .

Key factors that adversely affected your credit score:

* SERIOUS DELINQUENCY

' PROPORTION OF BALANCE TO HIGH CREDIT ON BANK REVOLVING OR ALL REVOLVING ACCOUNTS

* LENGTH OF TIME ACCOUNTS HAVE BEEN ESTABLISHED

* PROPORTION OF LOAN BALANCES TO LOAN AMOUNTS IS TOO HIGH

* TOO MANY INQUIRIES LAST 12 MONTHS

Our credit decision was based in whole or in part on information obtained in a consumer report from:

Other than supplying information to us, the reporting agency played no part in the decision concerning your application.

Under the Fair Credit Reporting Act, you have the right to know the information contained in your consumer report. You also have a right to obtain a free copy of your report from the reporting agency, if you request it within 60 days of when you receive this notice. In addition, if you find that any of the information contained in the report is inaccurate or incomplete, you have the fight to dispute the matter with the consumer reporting agency.

If you have any information that would assist in more favorably evaluating your request, please let us know by contacting us at ###-###-#### {in US) or **.###-###-####7 {outside US). We appreciate your membership and sincerely hope that we will be able to serve you in the future.

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Review: I have a secured [redacted] credit card with Andrews Federal credit union. My account number ends in [redacted] and the last four of my social is [redacted]. I opened the account in April 2013 and have made payments on time every month. On October 16th 2013 I made a payment of $200.00 to my credit card which was processed by an employee at Andrews Federal Credit Union via telephone. Last week I noticed that the payment had not been reflected on my credit report nor on my credit card statement however the $200 payment had been cleared from my account. I immediately called Andrews and spoke with a lady who at first told me the $200 was never posted to my credit card balance, just placed into my savings account and then she changed the story to " Andrews had a skip a payment option and they just elected to do the skip a payment option for the month of October, unbeknownst to me.

I paid my credit card and I want my credit reports updated ASAP to reflect that. I dont want a "skip a payment option". I paid the $200 dollars to lower my utilization.This is not the first time this has happened I made a payment a month prior that was never processed and I had to call yet again to make the payment. I have faxed a letter over to Andrews Executive Office and have yet to receive a response.Desired Settlement: Update my credit reports ASAP for the month of October reflecting my current balance and showng my payment made.

Business

Response:

November 18, 2013

Review: Being active Duty Military , I have a auto loan financed through them It is a Federal direct deposit into a account and then loan taken out every month . Yes I did a accidental [redacted] charge to the balance of my savings account . Andrews then charged appx $ 100.00 in fees without notice , To only send a notice out over a month later sating I owed them $ 68.00 these charges have since been credited .

However they then short my auto loan payment without notice or contact and placed a delinquent payment/ account notice for over 30 days on my credit report which is still there even though they deny doing it.Desired Settlement: Negative Credit reporting deleted from my credit report.

Business

Response:

September 3, 2014[redacted]Better Bus[redacted]s Bureau of Metropolitan Washington DC and Eastern Pennsylvania1411 K St NW, 10th FloorWashington, DC 20004-3404Subject: [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 loan payment and his credit bureau report.The automatic loan payment transfer did not occur because two return Automatic Clearing House (ACH) fees, totaling $50.00, were assessed due to two [redacted] transactions that attempted to debit the account. This did not leave enough in his account to make the full loan payment. We have removed the late payment notice from [redacted]’s credit bureau report and the return ACH fees have been credited back to the account as well as the loan payment late fee, as a courtesy. I attempted to call [redacted] at two numbers listed on his account; however, I was told that I had the wrong number in each case.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]