Arlington Community Federal Credit Union

Hello again ***,Thank you for speaking with me yesterdayI wanted to confirm that your points have been redeemed and will be applied to the balance of your credit cardYour points equated to $49.06, but we rounded up to give you an even $You’ll see this reflected in your balance in the next business day or two.I am sincerely sorry that we were unsuccessful in helping you with your loan application this timeI also completely understand your frustration over the closing of your cardWhile I wish there were some different alternatives for these circumstances, I do appreciate that you brought this to our attentionAlthough we need to make difficult decisions from time to time, please know that my commitment to serving you remains strong and I am happy to assist you with any other financial needs you may have in the futureAs always, we thank you for you membership.With gratitude,Chris S [redacted] Vice President of Member Experience Arlington Community Federal Credit Union

The bank charged my account (total $120) overdraft fees prior to the account being over drafted and the ($60) additional overdrafts fees would not have occurred if the first overdraft fees would not have happenedAfter speaking with MsC [redacted] for one hour all she managed to give me back was half and stated that was all she was going to doI have a screenshot of my account not being negative and them charging fees prior to the account being overdrawnI have been a long time customer and have never had this issue and they refuse to take responsibility for the error that occurred in their system

If you are looking for a bank to screw your over This is the bank for you! Got a message from them to refinance I asked them if this was a bait and switch scheme I got told that they would guarantee a rate they came back and gave me a rate 2-times higher I fully understand where my credit is at, but telling me that it was guaranteedI trusted them and was then lied to!

The personnel to include the branch manager stated information about me and my conversation regarding my account; then submitted information to the credit bureauIt has been difficult trying to reach someone in leadership to resolve any concerns

Good morning ***, My name is Chris, Vice President of Member Experience here at the credit unionI was recently made aware of a complaint you submitted related to overdraft fees on your accountI sent you an email earlier this morning asking if we could connect by phone
todayIf so, please feel free to call me at your earliest convenienceOr, if there is a number where I can reach you at a specific time today please let me knowI look forward to speaking with you soon! Warmest regards, Chris S***

In November of 2014, I was paying my home equity line of credit to the Arlington Community Federal Credit Union as scheduledHowever, as commonly known, in the US for a mortgage to pay within the grace period of daysAssuming that fact, I paid my payment after the due date of three days, but the bank reported me to the credit agency the moment the due date passedI was not aware of their grace period is three days until I found out when I applied to purchase a house loanWhen I went back to the bank, they told me that they only give customers days after the due date to pay the monthly payment for the first timeFrequently, I went to the bank and told them to delete the late payment reports from the credit agency because I was never told in writing or verbal the grace period is daysWhen they refused to remove it,I went through various means to have this issue resolved with no luckStill it has been about months and still have not removed itThis action has negatively affected my credit which has prevented me from purchasing a new homeAlso, they have contacted me with a new credit card offer a few months later, which I accepted under the terms that they were going to transfer my balance from my old credit card to the new one, which they failed to doThey sent me a new credit card without the balance transfer to the new card which caused me to incur a late chargeThey also proceeded to report me to the credit bureau as being late, when in fact it was their fault for not transferring the funds to begin with

The bank charged my account (total $120) overdraft fees prior to the account being over drafted and the ($60) additional overdrafts fees would not have occurred if the first overdraft fees would not have happenedAfter speaking with MsC*** for one hour all she managed to give me back was half and stated that was all she was going to doI have a screenshot of my account not being negative and them charging fees prior to the account being overdrawnI have been a long time customer and have never had this issue and they refuse to take responsibility for the error that occurred in their system

I have been a member since I was a teenager and even opened a school branch which made the paperI have paid off auto loans with them and decided to apply for my fourthThey declined me then decided to turn off my credit cardThey did not tell me by applying for an auto loan it could hurt my credit cardBut on top of that they erased my points I EARNED on my credit card and won't even give me a credit for themI have never missed a car or a loan payment and have been a member for 10-years

Please look and read all reviews prior to dealing with Arlington Community Federal Credit Union I have been a customer of this bank for over years nowHave purchased many cars and had many loans, This bank is the worst I have ever dealt with, in the beginning I was so pleased but as years went on I had one problem after another, and they get paid to deal with us, we do not, in fact we lose time from work, have stress and they take our money, they operate more like a street loan bank than a legitimate credit union based in a communityThey will sign you up for services without you knowing and take money out your account and refuse to refund when you catch itI was being charged extra $on my auto loan every pay period due to ins they charged me for when I had my own personal ins, I went back and forth, they charged me twice, refunded on and never the other The staff is rude and tell you one thing and do another, they know there is nothing we can do about it Do not open an account hereIf your already an existing account holder, I say run to another bank as soon as you canin the mean time pay attention to your statement very closelyThey will also post large transactions first to overdraw your account that way they can charge you overdraft fee for every little transaction you did in the past few days even if the larger transaction was done days laterthis is completely illegal by the way but like I said earlier, they do no operate like a traditional bank

Arlington Community Federal Credit UnionDear Revdex.com & *** ***,Thank you for notifying us of your concern regarding *** ***' account*** *** and I have been corresponding via phone and email since the week of August 1st when I received her letter of complaint which related
to a late payment on her visa credit card with the credit unionI have in both verbal and written communication made *** *** aware of circumstances that led to the late paymentIn summary, *** *** missed her June 2016 credit card paymentThis occurred because she instructed our member service staff to cancel her recurring automatic payments to from her savings account to her credit card during a phone call that occurred on May 18th, *** *** appears to be having difficulty remembering this; however a recorded phone call documenting this conversation has been verified by me as well as two other staff members of the credit unionBelow is section of my recent correspondence with *** *** where I detailed my observation of her phone call that she questioned."Hi ***,Thank you for speaking with me yesterday as wellI enjoyed our conversation even though it was somewhat of a difficult topicWith regard to the call we discussed, I re-listened to the phone conversation again this morning and confirmed again what I discussed with you yesterdayHere again is what I observed from the recorded phone call to the credit union on May 16, during which you spoke to one of our Contact Center agentsIn the beginning of the call you identify yourself by your name, *** ***You then were authenticated by the agent by telling him your social security number, code name for the account, and date of birthDuring the call, you instructed the agent to cancel the monthly automatic payments that were set up to pay your credit cardThe agent complied with your instructions and canceled your automatic paymentsDuring the call I also observed you ask him if you could make your payment over the phone using your *** *** cardThe agent informed you at the time that the credit union was not set up to take phone payments with *** ***The call then endedOur records show you called back later the same day to make your payment using another card.” I have reviewed every recorded inbound phone call *** *** has made to the credit union between the months of May and JulyThere are a total of calls: from May, and from JulyHer calls during May subsequent to the initial call on the 16th had no mention of any automatic paymentsIn each of these subsequent calls from May her discussion with our staff related to bringing her negative share account currentShe then had calls to us in July beginning from July 15th -19thHer call to us on the 15th was simply regarding a balance inquiry, and the call ended quicklyHer next call to the credit union was on July 18th and this is when she appeared to discover the late payment on her credit cardShe then subsequently began discussing the matter with our branch supervisors on both the 18th and 19thShe later wrote to us and when I received her letter she and I began discussing the matter beginning last week, which brings us to todayIn researching the matter, I can find no evidence that her credit card automatic payments were ever discussed or requested to be reinitiated again with our staff between the dates of May 16th and July 18thI have informed *** *** that we are happy to review the calls with her in person whenever she would like to visit our offices In response to comments alleging that the credit union made statements to *** ***, I have found these allegations to by entirely untrueThe credit union has only acted in accordance with *** ***’ requests in relation to this matter, and our records give no indication that the credit union has given her or inaccurate information We value *** *** as a member and hope to continue serving her as her financial partnerAs always, I encourage *** *** to reach out to me directly for any help, advice, or assistance in the future Warmest regards, Chris S*Vice President of Member Experience Arlington Community Federal Credit Union P.OBox *** Arlington, VA 22204-###-###-#### fax:###-###-####***@arlingtoncu.org

ACFU charged off my account while I was deployed overseas Despite my attempts to rectify and the situation and multiple times sending my military orders to adjust my account to *** rates ACFU has not fixed my account and it remains charged off destroying my creditI’m attempting to use my VA loan and without this resolved I cannot get itACFU has not emailed me back

Hello again [redacted],Thank you for speaking with me yesterday. I wanted to confirm that your points have been redeemed and will be applied to the balance of your credit card. Your points equated to $49.06, but we rounded up to give you an even $50. You’ll see this reflected in your balance in the next...

business day or two.I am sincerely sorry that we were unsuccessful in helping you with your loan application this time. I also completely understand your frustration over the closing of your card. While I wish there were some different alternatives for these circumstances, I do appreciate that you brought this to our attention. Although we need to make difficult decisions from time to time, please know that my commitment to serving you remains strong and I am happy to assist you with any other financial needs you may have in the future. As always, we thank you for you membership.With gratitude,Chris S[redacted] Vice President of Member Experience Arlington Community Federal Credit Union

Dear [redacted] and Revdex.com,Thank you for notifying us of your concern. We are sorry that your experience with us did not meet your expectations. We take all complaints like these seriously and will immediately begin investigating the matter. We will be reaching out to you soon, but if you would like...

to reach me directly, feel free to contact me at the contact information below. As always, we thank you for your membership and look forward to speaking with you.Warmest regards,Chris S[redacted]Vice President of Member Experience Arlington Community Federal Credit Union P.O. Box [redacted] Arlington, VA [redacted] ###-###-#### fax:###-###-####[redacted]@arlingtoncu.org

[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]

Review: I was a member of Arlington Community Credit Union for years. I ran into some financial issues and my personal checking account was charged off. At the time, I had a [redacted] Credit Card with the credit union which I was making payments on when I was able to. Once the checking account was charged off, I was no longer able to access the online features including statements, payment options nor was I able to request paper statements even from a live representative. I have been in contact with several credit union representatives and requested statements for my credit card to which they said I was, "unable/ineligible to receive statements because my account was charged off and they cut all services to the credit union". I understand that that is their policy, however, if you have a debtor who is trying their best to get you money, why wouldn't you send statements. I no longer have an active debit or ATM card to deposit money into the ATM and have a representative transfer the funds to satisfy my debts, nor am I able to visit a branch during business hours without cutting into my work day. In addition, I have maintained an open relationship with the credit union, 75% of the time I call them inquiring about how much is owed and what my minimum payment is. I have been dealing with many representatives over the past few years including [redacted], [redacted], [redacted], [redacted] and most recently [redacted]. I mailed a payment today, 05/15/2014, in the amount of $100 to the credit union with check number 124 drawn from my primary checking account. I fully intend to pay the balance that is owed to the credit union, however, I am not comfortable paying someone who will not provide statements.Desired Settlement: I would like to receive monthly statements for my [redacted] card ending in [redacted].

Business

Response:

May 28, 2014[redacted],ACFCU is a not-for-profit cooperative focused on providing value to its members with priced products and outstanding member service.competitivelyPlease be assured that [redacted] will begin receiving credit card statements immediately and that will personally send her copies of her last 7 months of statements. I wholeheartedly agree with her that she should be receiving regular statements for as long as she continues to pay the amount owed and we will ensure that she begins receiving statements immediately,Respectfully,

Review: As my car payment was being made in a timely manner I was subject to an awful event on early Thursday morning on 6/19 at approximately 1am when my vehicle was taken out of my private dwelling(trespassing) and ripped out into the street and repossessed by ACFCU. I tried to ask the person why my vehicle was being taken out of my private home, waking up my family, and that he was trespassing and he stated it was repossession....I told him I needed to contact the police and that he was trespassing and removing property from my home unlawfully, he laughed and continued hooking up my vehicle...I noted that I needed my vehicle to transport my children and to get to work I even advised that I would pay the person any debts outstanding and that this was all a mistake...he told me to stand back and began opening his jacket as if he would possible pull out a weapon or to get physical.....I backed away and he slammed the tow truck under my vehicle and sped off through my neighborhood ! As embarrassed as the matter is, even my neighbors came out which was further humiliating. I contacted ACFCU the next morning and was told they tried to "call me"....and I advised that i'm not quick to answer calls being that i'm out in the field a lot and my job racks up lots and lots of phone calls and voice messages.....they stated "oh, well....we did try and reach you".....I asked why a certified letter or simply mail would not have been provided to me and they did not answer....I then asked the collections personnel Andrea why my vehicle was repossessed when I never had this happen before in 25 years of owning a vehicle and she said I never made a payment since April, I exclaimed that was absolutely false and have a confirmation number from ACFCU and from my bank showing that the most recent payment was made and accepted on 6/4/2014 !!!.....she then put me on and off of hold several times scrambling to talk with someone else to give me nothing short of the fact that the vehicle was repossessed and that you must now pay $1,528.22 on a $530.00 monthly car payment.....I asked about the last payments made and she said they are all on hold ??!! I asked why the bank has agreed to the transaction but you are going to place a payment hold until 6/27 ? that makes no sense....if the money is there and you business is accepting it....why are you holding the money for the car note....in fact they are doing this to both of our vehicles ! I said I would happily collect my bearings and get the funds in order to pay immediately......I did not have luck contacting her on Friday, but reached her early Saturday morning and made a debit payment over the phone and she said she would now release my vehicle, but the towing company is closed on the weekends....I said where were you Friday....I was out ! THIS COMPANY IS A JOKE AND THEY NEED TO BE REPRIMANDED FOR BREACH OF FAIR PRACTICES AS WELL AS SENDING A PERSON IN THE MIDDLE OF THE NIGHT/EARLY MORNING NEAR THREATENING ME WITHOUT JUST CAUSE ON MY OWN PROPERTY !!! So to recap....I paid my monthly car payment....with proof that last payment was made just this month....they said funds will be put on freeze/hold, then made me pay them $600....which I paid with debit card, then made me pay another $1,528.00 and advised that when I do go to pick up my car on Monday that there will be storage fee charges that I will be responsible for as well !!! I do not understand that if i'm using the same bank and account to make payments and they took my money so easily over the phone to make the payments they wanted and more without just cause.....WHY ARE THEY FREEZE/HOLDING MY OTHER PAYMENTS, THEN ASKING ME FOR MORE MONEY THAT MAKES NO SENSE WHEN ADDED UP, AND THEN NEARLY $500 IN RECOVERY FEES FOR THE TOW TRUCK COMPANY THAT SHOULD HAVE NEVER HAPPENED.....I WAS TRESPASSED ON, LIED TO ABOUT UNPAID PAYMENTS, AND MISTREATED WITH UNETHICAL PRACTICES BY MAKING ME PAY OUT ANOTHER $2,100+FOR WHAT I HAVE NO IDEA.......I NOW HAVE A REPOSSESSION ON MY RECORD AND THEY DO NOT EVEN SEND OUT A MONTHLY CAR PAYMENT STATEMENT EACH MONTH AT ALL......THIS IS AN UGLY AND TERRIBLE BUSINESS THAT USES VERY DIRTY AND SLIME BALL TACTICS TO FORCE MORE MONEY OUT OF THE CONSUMER WITHOUT HESITATION OR ACCURATE AND FAIR RATIONALE WHICH ALL COULD HAVE BEEN SIMPLY AVOIDED...Desired Settlement: I EXPECT THEM TO PAY ALL STORAGE FEE IMPOUND CHARGES OF THE VEHICLE UNLAWFULLY TAKEN FROM MY PRIVATE RESIDENCE, I WANT ALL OUTSTANDING FEES AND CHARGES WAIVED AND MY REPOSSESSION TO BE RIGHTFULLY REMOVED FROM MY CREDIT REPORT WHICH IS ONLY FAIR.....IF THERE IS A BILL I'M REQUIRED TO PAY....I HAVE PAID IT......IF THEY CAN EASILY TAKE A PAYMENT OVER THE PHONE FROM ONE ACCOUNT AND ONLY ONE ACCOUNT I USE....THEN WHY WOULD THEY FREEZE/HOLD MY PAYMENTS FROM THAT VERY SAME ACCOUNT THAT I'M TRYING TO MAKE TO THEM ? THEY HAVE NO ANSWER AND ARE VERY UNPROFESSIONAL AND OFFER NOTHING TO BE OF ASSISTANCE.....THAT IS TERRIBLE SERVICE, CRUEL AND UNUSUAL PUNISHMENT, AND UNLAWFUL ACTS BY MANY FACETS......I DO EXPECT TO RECEIVE RESTITUTION AND WOULD RECOMMEND A COURSE IN CULTURAL AND PERSON SENSITIVITY AS WELL AS PROFESSIONAL ETHICS AND PRACTICES!!!

Business

Response:

July 28, 2014Dear [redacted]:This letter is in response to complaint ID [redacted] submitted to the Revdex.com on 07/08/2014.We at Arlington Community Federal Credit Union have thoroughly reviewed the matter regarding the member's concerns with their recent vehicle repossession and have concluded that the credit union acted correctly in accordance with all applicable policies and regulations.On 05/15/2014, the member was sent a notice of intent to repossess and subsequently on 06/02/2014 the vehicle was assigned for repossession. During this time, we made numerous attempts to contact themember by mail, email and telephone. The member did not return any of our calls or emails prior to the repossession of the vehicle.The vehicle was repossessed on 06/19/2014. The member called the Collection Department after the repossession and was provided the amount due to redeem the vehicle. The member Stated to our Collection Representative that he receives many voice mails and he is unable to return all calls.Our system records do not reflect that an incoming call was received from the member on 06/20/2014. When a member calls to speak with a specific employee in the Collections Department, if that employee is not available, another employee on the Collection Team up to and including the Department Manager is available to take the call and assist the member. All of our inbound and outbound calls and system generated notices are documented.On 06/21/2014, the member contacted the Collections Department and was provided the amount of money needed to redeem the vehicle. The amount included the total due to bring the account current and associated repossession fees needed to redeem the vehicle. Upon payment, a release was authorized and sent to the repossession company. The repossession company is open Monday through Friday only; closed Saturdays, Sundays and holidays.Regarding the member's statement referencing the actions of the repossession company's agent, please be assured that the repossession company acted in a professional business manner during the process and at no time did the repossession agent threaten the member. While repossessing a vehicle is a last resort and a process we do not take lightly, we go to great lengths to ensure our repossession team is in strict compliance and acts appropriately.We strive to provide all of our members with personalized, professional, and courteous service. When members are experiencing financial difficulties, our Collection Team works closely with our members to help get them back on a positive payment track.If I can be of further assistance in this matter please do not hesitate to contact me.Sincerely,Carol BCollection Manager Arlington Community Federal Credit Union

Consumer

Response:

From: Chris <[redacted]>

Date: Mon, Aug 4, 2014 at 10:24 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

This serves no purpose to me at all ....any business can say that they acted prudently especially when they refer to themselves....they tried calling me and that was insufficient ....I simply do not respond to phone calls.....so if the matter is of high importance ....where Is their certified letter !!! Are you kidding me....unacceptable !

Thank you !

I have been a customer of this bank for about 10 years now. This bank operates more like a pay day loan bank than a legitimate credit union based in a community. They will sign you up for services without you knowing and take money out your account and refuse to refund when you catch it. Do not open an account here. If your already an existing account, I say run to another bank as soon as you can. in the mean time pay attention to your statement very closely. They will also post large transactions first to overdraw your account that way they can charge you overdraft fee for every little transaction you did in the past few days even if the larger transaction was done days later. this is completely illegal by the way but like I said earlier, they do no operate like a traditional bank.