Date: Wed, Sep 20, 2017 at 2:42 PMSubject: Complaint number [redacted]To: "[email protected]" <[email protected]> September 20, 2017 [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 contacting Andrews Federal Credit Union regarding [redacted]’s mortgage billing and collection concerns. In her complaint, [redacted] stated that she financed her mortgage with [redacted], a company that currently partners with Andrews Federal Credit Union. [redacted] was informed by this company that she could refinance her mortgage less than one year after the original mortgage was obtained. [redacted] worked with [redacted] to refinance her mortgage resulting in a package combination loan that Andrews Federal Credit Union subsequently purchased. If [redacted] has any questions or concerns regarding the structure of the loan, she may contact her [redacted] loan representative. [redacted] also stated that she received a notice in January 2017 stating that her December 2016 mortgage payment was 30 days late. After calling Andrews Federal Credit Union, [redacted] she was told that her payment was not late and that it would be taken care of. After thoroughly researching [redacted]’s account, there was no record of a late payment for the month of December or January. Our records indicated a payment in July that was not posted accurately, however upon discovery, this payment was backdated and effectively corrected. We also provided a onetime fee reversal as a courtesy and removed the late reporting to the credit bureaus for April and May, which covered the time that [redacted] was not working due to an illness. In regards to her escrow and payment increase, an escrow analysis is provided to members each year which outlines the amount that was collected and paid out, as well as future payouts for insurance and county, school and township taxes. [redacted]’s increase stems from these items, of which Andrews Federal Credit Union has no control. Should you need any further information, please do not hesitate to contact me via the information below.Sincerely, Tonia V
October 24, 2017 [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 contacting Andrews Federal...
Credit Union concerning [redacted]’s check hold complaint. In her complaint [redacted] stated that she called Andrews Federal Credit Union on October 2, 2017 to obtain information regarding the length of time that her check would be placed on hold. When she visited the [redacted] in person the following day, she was provided with a different date for the check hold, and when [redacted] reviewed her account online later that evening, the system indicated a longer hold time. After thoroughly researching this matter, I obtained a copy of the signed receipt, dated October 3, 2017 which states that $200.00 of [redacted]’s funds would be released immediately, $4,800.00 was scheduled to be released on October 11, 2017 and the remaining funds were scheduled to be released on October 18, 2017. Should you need any further information, please do not hesitate to contact me. Sincerely, Tonia V[redacted] Member Advocate Andrews Federal Credit Union 5711 Allentown Road Suitland, Maryland 20746 Office [redacted]
September 7, 2017 [redacted] Better Bus[redacted]s Bureau (Revdex.com) of Metropolitan Washington, DC & Eastern Pennsylvania 1411 K Street, NW, 10th Floor Washington, DC 20004-3404 Re: Complaint ID # [redacted]/[redacted] Dear Mr. [redacted]: Thank you for notifying us of Ms. [redacted]’s rejection of our second response to her original complaint submitted on 8/16/17. As Ms. [redacted]’s recent rejection essentially recounts the same concerns she raised in her original complaint, we urge Ms. [redacted] to revisit our initial response submitted to the Revdex.com on 8/24/17 and our second response submitted on 8/30/17. Through our first and second responses, we believe that we have fully and accurately addressed all of Ms. [redacted]’s concerns and explained why Ms. [redacted] is not entitled to receive a refund, as she has requested. Although we have also previously explained the delay in responding to her original complaint, we would like to apologize once again and explain that the delay was due to technical difficulty in retrieving the recorded phone conversation that took place between Ms. [redacted] and one of our representatives on 7/26/17. During this delay, our representatives told Ms. [redacted] that her phone call might have been handled differently from her sister’s call because of a “training issue.” However, we also explained to her that we would not know for sure until we obtained the actual phone recording. Before preparing our initial response on 8/24/17, we obtained the 7/26/17 phone recording and realized that our representatives did not handle Ms. [redacted]’s call improperly or commit any error in processing her sister’s transaction to close out the account. As previously explained, both Ms. [redacted] and her sister as joint account owners had equal rights to transact on the account, including closing out the account. Therefore, Andrews Federal Credit Union had no reason to place a stop payment on the cashier’s check we issued for the account balance or refund the account balance to Ms. [redacted]. Ms. [redacted] should probably direct any further concerns to her sister as Andrews Federal Credit Union is unable to provide her with the relief she requested. Thank you again for the opportunity to respond. Sincerely, Tonia J[redacted]-V[redacted] Member Advocate
April 17, 2017 [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 contacting Andrews Federal Credit...
Union regarding [redacted]’ s complaint regarding her mother’s retirement pay. In her complaint [redacted] stated that her mother’s retirement pay is being held back. Andrews Federal Credit Union post all direct deposit on the date provided to us from the place of business. The [redacted] ([redacted]) pays on the first business day of the month. Andrews Federal Credit Union post all direct deposits, as a courtesy and benefit to our member’s, one day prior to the date of settlement that we receive from companies. Should you need any further information, please do not hesitate to contact me. Sincerely, Tonia V[redacted]Member AdvocateAndrews 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 as Answered]
Complaint: [redacted]
I am rejecting this response because: I paid my bill before and after this rejected transaction the same way. I changed *nothing* in the Andrews processing system. Clearly, something is wrong with how they transmit payments. Even if it were a problem with the mediating institution, several Andrews customer service contacts agreed that I paid in full and that the reject was through no fault of my own. They agreed to refund the fees... which never quite managed to happen despite multiple documented phone calls.Andrews has finally closed my account and refunded all their fees and interest. I will accept a solution which acknowledges their mistake, their constant promise (and failure for 5 months) to fix that mistake, and that it took me filing formal complaints with the Revdex.com and with [redacted] Processing for them to do what they said they'd do: refund their fees and interest, and close my account.
Regards,
[redacted]
May 3, 2017 [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 contacting Andrews Federal Credit Union regarding [redacted]’s rejection to our second response, citing inaccurate and generic information as his reasons for rejection. In his original complaint, [redacted] stated that Andrews Federal Credit Union performed an unauthorized hard credit inquiry on August 15, 2016. To obtain accurate screenshots of what consumers see when completing applications on [redacted], I personally entered my information into the site as though I were requesting a rate to refinance my vehicle. On the screen that requests the last four digits of the applicant’s social security number, a disclosure is provided stating that both a soft and hard credit pull will be performed once the applicant clicks “View Free Offers.” This was the screenshot that was provided to [redacted] in our initial response so that he could see an identical screen to what he encountered during the application process, rather than a demo screen or generic screen provided by [redacted]. To complete his application on [redacted] entered his home address, monthly rent/mortgage, place of employment and salary, in addition to the year, make, model and VIN number of his vehicle. This information was transmitted to Andrews Federal Credit Union directly through RateGenius and was used in our initial response to [redacted]’s Revdex.com complaint to ensure that we provided the most accurate information. Please contact me using the information below should you have any additional questions or concerns. Sincerely, Tonia V[redacted] Member Advocate Andrews Federal Credit Union Office [redacted]
July
15, 2015
[redacted]
[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
Ms. [redacted],
Thank you...
for notifying Andrews Federal Credit Union of
the recent complaint filed by [redacted] with
the Revdex.com regarding his request to be
removed from an account.
Mr. [redacted] states in his complaint that he has made
several attempts to have his name removed from a [redacted] Credit Card account. He
also stated that he was only an authorized user of the [redacted] card. I obtained a
copy of the [redacted] application and Mr. [redacted] signed as a co-borrower. His income
along with the primary holder’s income was the determining factor for approval
of the [redacted] Credit Card. The Debt Management Solutions (DMS) department mailed
Misty [redacted], primary account holder, the necessary forms to apply for the
credit card in her name alone. We can remove Mr. [redacted] from the [redacted] account
only if she qualifies for the balance under her name alone. We have not
received the paperwork from Misty [redacted] as of Tuesday, July 14, 2015. We will
reach out to her again to obtain the necessary paperwork to remove Mr. [redacted]
from the [redacted] Credit Card account.
I sent the request to DMS to have any delinquencies
removed from Mr. [redacted]’s credit report. This can take up to thirty days. I
have maintained contact, via e-mail, with Mr. [redacted] providing updates as I
receive them from DMS. I will continue providing him with any information I
receive.
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 20746
Office
###-###-####
June 17, 2016Dear [redacted],Thank you for contacting Andrews Federal
Credit Union regarding [redacted]’s recent Revdex.com complaint. In her complaint [redacted] stated that
she paid her [redacted] Credit Card in full on March 18, 2016 using Andrews Federal
Credit Union’s online...
system; however the transaction was reversed. After
thoroughly reviewing the transaction history, a payment in the amount of $69.17
was returned to Andrews Federal as “original account not found”, which resulted
in the reversal. As a courtesy to our
member, Andrews Federal reversed all fees and interest which brought the
account to a zero balance. If you need additional assistance or have
additional questions, please do not hesitate to contact me.Sincerely,Tonia V[redacted]Member Advocate
Thank
you for notifying Andrews Federal Credit Union regarding the recent complaint
filed by [redacted] with the Better Bus[redacted]s Bureau regarding a refund
issue.
Ms.
Donseroux ascertains in her complaint that she contacted Andrews Federal Credit
Union on March 17, 2016 after not being able to complete a Personal
Identification Number (PIN) transaction at [redacted]. She was informed that we
were having technical difficulties with self-selected PIN base transactions.
When [redacted] checked her account she noticed that the two $26.17
transactions were debited from the account. One was adjusted immediately upon
receipt of the adjustment from the merchant; however the other debit remained
until the merchant processed a second adjustment on March 29, 2016.
When
a dispute is filed, we request members to provide us with a written statement. We
didn’t need a statement from the member because the merchant discovered the
error. A credit in the amount of $26.17 was issued to the account on March 29,
2016. I apologize for any inconvenience this caused [redacted].
Should
you need any further information, please do not hesitate to contact me.
Sincerely,
Tonia
V[redacted]
Member
Advocate
Andrews
Federal Credit Union
5711
Allentown Road
Suitland,
Maryland 20746
Office
###-###-####
[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]
[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]
Andrews Federal Credit Union of
the recent complaint filed by [redacted] with
the Revdex.com regarding the Title for her
2011 [redacted].
[redacted] states in her complaint she contacted
Andrews Federal Credit Union on March 13, 2015 to inquire how long it would
take to receive her title. The normal
turnaround time is 14 business days. However, due to staff shortage the time to
process release of titles has taken longer than one month.
[redacted] also stated that when she called Andrews
Federal Credit Union on May 27, 2015 to inquire on the whereabouts of her title
the representative she spoke with indicated that according to the diary memo on
her account the title was mailed to a [redacted] address. It was found that the address
in the diary memo was incorrect. Later that day she spoke with the Lending
Supervisor and was informed that the title was, in fact, sent to the correct
address. The title was mailed via three-day Federal Express. [redacted]
received the title on May 28, 2015 at 1:25 PM.
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]
[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: [redacted]
I am rejecting this response because:Date: Mon, Nov 27, 2017 at 11:07 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>How is it resolved. I still haven't seen the receipt they said I sign. They said they mailed it to me. I have not received it. Can you tell them to upload it like they typed that letter. This is by no way resolved.Regards,
[redacted]
[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]
August 24, 2017 [redacted] Better Bus[redacted]s Bureau (Revdex.com) of Metropolitan Washington, DC & Eastern Pennsylvania 1411 K Street, NW, 10th Floor Washington, DC 20004-3404 Re: Complaint ID # [redacted] Dear Mr. [redacted]: Thank you for...
contacting Andrews Federal Credit Union (“Andrews Federal”) regarding the service concerns raised by Ms. [redacted]. Here at Andrews Federal, we take complaints very seriously as we are always striving to improve our service. Please see below a detailed account of the events, which led to Ms. [redacted]’s complaint along with our response to each of these events. Ms. [redacted] claimed that a death certificate was required to close the account in question. We were able to obtain the recorded conversation between Ms. [redacted] and one of our representatives that took place on July 26, 2017. During that call, Ms. [redacted] indicated that she was calling on behalf of her mother’s account and acknowledged that she and her sister ([redacted]) were also listed as joint owners on the account. Ms. [redacted] further inquired whether she could write a check from the account since her mother (our member and the primary account owner), [redacted], had passed away the day prior and Ms. [redacted]’s name was not listed on her checks. Following our security protocol, the representative asked Ms. [redacted] for the password on the account but Ms. [redacted] did not know the password. As a result, the representative informed Ms. [redacted] that no further (account specific) information could be provided over the phone. Because the information that the representative did share with Ms. [redacted] was not account specific, and Ms. [redacted] did not request that a specific transaction be conducted, there was no need for the representative to proceed with asking authentication questions to validate Ms. [redacted]’s identity. However, the representative did provide Ms. [redacted] with general account information; i.e., she suggested that Ms. [redacted] visit a branch for better assistance and also informed Ms. [redacted] that our Member Service Department may request a death certificate in order to notate that the primary account owner was deceased. The representative went on to explain that a joint owner on the account could visit any Andrews branch to receive a cashier’s check or otherwise do whatever they desired with the account’s proceeds. After the phone call ended our representative notified our Member Service Department of the primary account owner’s death; a representative from that department subsequently sent a letter to both Ms. [redacted] and Ms. [redacted] at the address of record for the account. That letter informed both sisters of the two options they could take concerning the account, as joint owners: 1) Close the membership account; or 2) Re-title the account in their names and remove the decedent’s name. The letter requested the mother’s death certificate to facilitate either option but was not required for either joint account owner to transact on the account. We do apologize if the letter and/or our representatives’ instructions caused any confusion. Ms. [redacted] claimed that she was not given the same opportunity as her sister to answer security questions to receive account information over the phone. On August 9, 2017, Ms. [redacted]’s sister, [redacted], contacted Andrews Federal. The representative she spoke with asked her for the password on the account but she did not know it. Ms. [redacted] specified that she wanted to close the account. Since Ms. [redacted] was requesting an account transaction, the representative followed standard security protocol to authenticate her identity. The representative asked security questions and received accurate responses that validated Ms. [redacted]’s identity. As a joint account owner, Ms. [redacted] had the same right as Ms. [redacted] did to withdraw funds or close the account. Ms. [redacted] chose to close the account and have a cashier’s check mailed to her since she did not live local to any Andrews Federal branch. Andrews Federal complied with her request after receiving her request in writing along with a copy of her personal identification to verify her identity. The cashier’s check for the account balance of $45,977.75 was issued and has since cleared. Ms. [redacted] visited the branch with her mother’s death certificate and Will showing her sister was not entitled to any of her mother’s assets. Ms. [redacted] visited our branch in Suitland, MD on August 14, 2017 and presented her mother’s death certificate and Will to the branch manager. The branch manager informed Ms. [redacted] that the account had already been closed by her sister. Ms. [redacted] indicated that her sister was excluded from the proceeds of the Will. While this information may be true, it has no bearing on Andrews’ handling of the account as joint ownership, per our account terms and conditions, takes precedence over the decedent’s will. Our terms and conditions state in pertinent part: “At the death of any owner, the balance in the account shall belong to the surviving owner(s). If two or more owners survive, the account will remain a joint ownership account and the survivors each will own the account with full survivorship rights if at least one survivor is a member of Andrews Federal or is eligible for membership.” Since both Ms. [redacted] and Ms. [redacted] are eligible for membership of Andrews Federal in each of their own rights, both Ms. [redacted] and Ms. [redacted] were entitled to transact on the account together or separately, to include withdrawing funds and closing the account. Ms. [redacted] has requested a refund of the account proceeds to settle this complaint. For the reasons stated above, Andrews Federal cannot comply with Ms. [redacted]’s request for a refund. According to our research, our representatives did not commit any error in responding to Ms. [redacted]’s inquiry and in processing Ms. [redacted]’s transaction to close the account. However, we sincerely apologize for any inconvenience Ms. [redacted] may have experienced. Please do not hesitate to contact us if we can be of further assistance. Sincerely, Tonia J[redacted]-V[redacted] Member Advocate
April 25, 2017[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 contacting Andrews Federal Credit Union, regarding [redacted]...
[redacted]’s recent Revdex.com complaint. In her complaint, [redacted] stated that there was an unauthorized hard credit inquiry from Andrews Federal Credit Union dated August 15, 2016 on her credit report.After a thorough investigation, I found that an application was submitted through [redacted] on August 15, 2016 at 6:07 p.m. to refinance a 2012 [redacted].As a credit union, we emphasize the importance of guarding one’s credit and understand that changes to an individual’s credit score can be very upsetting. The [redacted] website provides a disclosure prior to application submission (see below) stating that the applicant grants [redacted] and/or its Lenders permission to obtain a copy of his/her credit report. If you need additional assistance or have additional questions, please do not hesitate to contact me.Sincerely,Tonia V[redacted]Member AdvocateAndrews Federal Credit Union [redacted]Suitland, Maryland [redacted]Office ###-###-####
May 1, 2017 [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 contacting Andrews Federal Credit...
Union regarding [redacted]’s recent Better Bus[redacted]s Bureau complaint. In his complaint [redacted] stated that there was an unauthorized hard credit inquiry from Andrews Federal Credit Union, dated August 15, 2016. After a thorough investigation I found an application submitted through [redacted] on August 15, 2016 at 11:38 am, to refinance a 2015 [redacted]. As a credit union, we emphasize the importance of guarding one’s credit and understand that changes to an individual’s credit score can be very upsetting. The [redacted] website provides a disclosure prior to application submission (see below) stating that the applicant grants [redacted] and/or its Lenders permission to obtain a copy if his/her credit report. If you need additional assistance or have additional questions, please do not hesitate to contact me. Sincerely, Tonia V[redacted] Member Advocate Andrews Federal Credit Union 5711 Allentown Road Suitland, Maryland 20746 Office [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.
Willis states in his complaint that Andrews Federal Credit Union is reporting
two accounts on his credit bureau report and the status shows “Creditor cannot
locate individual”.
We
researched [redacted]’ credit bureau report, from [redacted], and our records do
not indicate the accounts are coded as “Creditor cannot locate individual”. We
request that [redacted] provide a copy of the relevant portion of the consumer
report that he has, which identifies the inaccurate information. Upon receipt
of the documentation and our complete investigation, we will notify each
Consumer Reporting Agency accordingly if the information is inaccurate.
We
mailed [redacted] a copy of the credit report from [redacted] on November 09,
2015, to the address we have on file, which has nothing stating “creditor
cannot locate individual”.
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]
June 27, 2016 Dear [redacted],Thank you for contacting Andrews Federal
Credit Union regarding [redacted]’s rejection to our previous response
to her Revdex.com complaint regarding a billing issue.In her original complaint [redacted]
stated that she paid her [redacted] Credit Card in full on March 18, 2016 using Andrews
Federal Credit Union’s online system; however the transaction was reversed. [redacted] states in her current complaint that this was Andrews Federal Credit
Union’s mistake. When Automatic Clearing House (ACH) transaction is reversed it
is due to information we receive from the Federal Reserves. We received a
transmission from them stating “account not found”. I have enclosed a copy of
that report. We credited all fees and interest on June 8, 2016. There have been
no further fees or interest applied to the account since that time. The Base savings and the [redacted] credit card
were closed on June 22, 2016. A check in the amount of $5.00 was mailed to the
address we have on file. If you need additional assistance or have
additional questions, please do not hesitate to contact me.Sincerely, Tonia V[redacted]Member Advocate
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.
Date: Wed, Sep 20, 2017 at 2:42 PMSubject: Complaint number [redacted]To: "[email protected]" <[email protected]> September 20, 2017 [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 contacting Andrews Federal Credit Union regarding [redacted]’s mortgage billing and collection concerns. In her complaint, [redacted] stated that she financed her mortgage with [redacted], a company that currently partners with Andrews Federal Credit Union. [redacted] was informed by this company that she could refinance her mortgage less than one year after the original mortgage was obtained. [redacted] worked with [redacted] to refinance her mortgage resulting in a package combination loan that Andrews Federal Credit Union subsequently purchased. If [redacted] has any questions or concerns regarding the structure of the loan, she may contact her [redacted] loan representative. [redacted] also stated that she received a notice in January 2017 stating that her December 2016 mortgage payment was 30 days late. After calling Andrews Federal Credit Union, [redacted] she was told that her payment was not late and that it would be taken care of. After thoroughly researching [redacted]’s account, there was no record of a late payment for the month of December or January. Our records indicated a payment in July that was not posted accurately, however upon discovery, this payment was backdated and effectively corrected. We also provided a onetime fee reversal as a courtesy and removed the late reporting to the credit bureaus for April and May, which covered the time that [redacted] was not working due to an illness. In regards to her escrow and payment increase, an escrow analysis is provided to members each year which outlines the amount that was collected and paid out, as well as future payouts for insurance and county, school and township taxes. [redacted]’s increase stems from these items, of which Andrews Federal Credit Union has no control. Should you need any further information, please do not hesitate to contact me via the information below.Sincerely, Tonia V
October 24, 2017 [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 contacting Andrews Federal...
Credit Union concerning [redacted]’s check hold complaint. In her complaint [redacted] stated that she called Andrews Federal Credit Union on October 2, 2017 to obtain information regarding the length of time that her check would be placed on hold. When she visited the [redacted] in person the following day, she was provided with a different date for the check hold, and when [redacted] reviewed her account online later that evening, the system indicated a longer hold time. After thoroughly researching this matter, I obtained a copy of the signed receipt, dated October 3, 2017 which states that $200.00 of [redacted]’s funds would be released immediately, $4,800.00 was scheduled to be released on October 11, 2017 and the remaining funds were scheduled to be released on October 18, 2017. Should you need any further information, please do not hesitate to contact me. Sincerely, Tonia V[redacted] Member Advocate Andrews Federal Credit Union 5711 Allentown Road Suitland, Maryland 20746 Office [redacted]
September 7, 2017 [redacted] Better Bus[redacted]s Bureau (Revdex.com) of Metropolitan Washington, DC & Eastern Pennsylvania 1411 K Street, NW, 10th Floor Washington, DC 20004-3404 Re: Complaint ID # [redacted]/[redacted] Dear Mr. [redacted]: Thank you for notifying us of Ms. [redacted]’s rejection of our second response to her original complaint submitted on 8/16/17. As Ms. [redacted]’s recent rejection essentially recounts the same concerns she raised in her original complaint, we urge Ms. [redacted] to revisit our initial response submitted to the Revdex.com on 8/24/17 and our second response submitted on 8/30/17. Through our first and second responses, we believe that we have fully and accurately addressed all of Ms. [redacted]’s concerns and explained why Ms. [redacted] is not entitled to receive a refund, as she has requested. Although we have also previously explained the delay in responding to her original complaint, we would like to apologize once again and explain that the delay was due to technical difficulty in retrieving the recorded phone conversation that took place between Ms. [redacted] and one of our representatives on 7/26/17. During this delay, our representatives told Ms. [redacted] that her phone call might have been handled differently from her sister’s call because of a “training issue.” However, we also explained to her that we would not know for sure until we obtained the actual phone recording. Before preparing our initial response on 8/24/17, we obtained the 7/26/17 phone recording and realized that our representatives did not handle Ms. [redacted]’s call improperly or commit any error in processing her sister’s transaction to close out the account. As previously explained, both Ms. [redacted] and her sister as joint account owners had equal rights to transact on the account, including closing out the account. Therefore, Andrews Federal Credit Union had no reason to place a stop payment on the cashier’s check we issued for the account balance or refund the account balance to Ms. [redacted]. Ms. [redacted] should probably direct any further concerns to her sister as Andrews Federal Credit Union is unable to provide her with the relief she requested. Thank you again for the opportunity to respond. Sincerely, Tonia J[redacted]-V[redacted] Member Advocate
April 17, 2017 [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 contacting Andrews Federal Credit...
Union regarding [redacted]’ s complaint regarding her mother’s retirement pay. In her complaint [redacted] stated that her mother’s retirement pay is being held back. Andrews Federal Credit Union post all direct deposit on the date provided to us from the place of business. The [redacted] ([redacted]) pays on the first business day of the month. Andrews Federal Credit Union post all direct deposits, as a courtesy and benefit to our member’s, one day prior to the date of settlement that we receive from companies. Should you need any further information, please do not hesitate to contact me. Sincerely, Tonia V[redacted]Member AdvocateAndrews 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 as Answered]
Complaint: [redacted]
I am rejecting this response because: I paid my bill before and after this rejected transaction the same way. I changed *nothing* in the Andrews processing system. Clearly, something is wrong with how they transmit payments. Even if it were a problem with the mediating institution, several Andrews customer service contacts agreed that I paid in full and that the reject was through no fault of my own. They agreed to refund the fees... which never quite managed to happen despite multiple documented phone calls.Andrews has finally closed my account and refunded all their fees and interest. I will accept a solution which acknowledges their mistake, their constant promise (and failure for 5 months) to fix that mistake, and that it took me filing formal complaints with the Revdex.com and with [redacted] Processing for them to do what they said they'd do: refund their fees and interest, and close my account.
Regards,
[redacted]
May 3, 2017 [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 contacting Andrews Federal Credit Union regarding [redacted]’s rejection to our second response, citing inaccurate and generic information as his reasons for rejection. In his original complaint, [redacted] stated that Andrews Federal Credit Union performed an unauthorized hard credit inquiry on August 15, 2016. To obtain accurate screenshots of what consumers see when completing applications on [redacted], I personally entered my information into the site as though I were requesting a rate to refinance my vehicle. On the screen that requests the last four digits of the applicant’s social security number, a disclosure is provided stating that both a soft and hard credit pull will be performed once the applicant clicks “View Free Offers.” This was the screenshot that was provided to [redacted] in our initial response so that he could see an identical screen to what he encountered during the application process, rather than a demo screen or generic screen provided by [redacted]. To complete his application on [redacted] entered his home address, monthly rent/mortgage, place of employment and salary, in addition to the year, make, model and VIN number of his vehicle. This information was transmitted to Andrews Federal Credit Union directly through RateGenius and was used in our initial response to [redacted]’s Revdex.com complaint to ensure that we provided the most accurate information. Please contact me using the information below should you have any additional questions or concerns. Sincerely, Tonia V[redacted] Member Advocate Andrews Federal Credit Union Office [redacted]
July
15, 2015
[redacted]
[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
Ms. [redacted],
Thank you...
for notifying Andrews Federal Credit Union of
the recent complaint filed by [redacted] with
the Revdex.com regarding his request to be
removed from an account.
Mr. [redacted] states in his complaint that he has made
several attempts to have his name removed from a [redacted] Credit Card account. He
also stated that he was only an authorized user of the [redacted] card. I obtained a
copy of the [redacted] application and Mr. [redacted] signed as a co-borrower. His income
along with the primary holder’s income was the determining factor for approval
of the [redacted] Credit Card. The Debt Management Solutions (DMS) department mailed
Misty [redacted], primary account holder, the necessary forms to apply for the
credit card in her name alone. We can remove Mr. [redacted] from the [redacted] account
only if she qualifies for the balance under her name alone. We have not
received the paperwork from Misty [redacted] as of Tuesday, July 14, 2015. We will
reach out to her again to obtain the necessary paperwork to remove Mr. [redacted]
from the [redacted] Credit Card account.
I sent the request to DMS to have any delinquencies
removed from Mr. [redacted]’s credit report. This can take up to thirty days. I
have maintained contact, via e-mail, with Mr. [redacted] providing updates as I
receive them from DMS. I will continue providing him with any information I
receive.
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 20746
Office
###-###-####
June 17, 2016Dear [redacted],Thank you for contacting Andrews Federal
Credit Union regarding [redacted]’s recent Revdex.com complaint. In her complaint [redacted] stated that
she paid her [redacted] Credit Card in full on March 18, 2016 using Andrews Federal
Credit Union’s online...
system; however the transaction was reversed. After
thoroughly reviewing the transaction history, a payment in the amount of $69.17
was returned to Andrews Federal as “original account not found”, which resulted
in the reversal. As a courtesy to our
member, Andrews Federal reversed all fees and interest which brought the
account to a zero balance. If you need additional assistance or have
additional questions, please do not hesitate to contact me.Sincerely,Tonia V[redacted]Member Advocate
March
30, 2016
[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]...
[redacted],
Thank
you for notifying Andrews Federal Credit Union regarding the recent complaint
filed by [redacted] with the Better Bus[redacted]s Bureau regarding a refund
issue.
Ms.
Donseroux ascertains in her complaint that she contacted Andrews Federal Credit
Union on March 17, 2016 after not being able to complete a Personal
Identification Number (PIN) transaction at [redacted]. She was informed that we
were having technical difficulties with self-selected PIN base transactions.
When [redacted] checked her account she noticed that the two $26.17
transactions were debited from the account. One was adjusted immediately upon
receipt of the adjustment from the merchant; however the other debit remained
until the merchant processed a second adjustment on March 29, 2016.
When
a dispute is filed, we request members to provide us with a written statement. We
didn’t need a statement from the member because the merchant discovered the
error. A credit in the amount of $26.17 was issued to the account on March 29,
2016. I apologize for any inconvenience this caused [redacted].
Should
you need any further information, please do not hesitate to contact me.
Sincerely,
Tonia
V[redacted]
Member
Advocate
Andrews
Federal Credit Union
5711
Allentown Road
Suitland,
Maryland 20746
Office
###-###-####
[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
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]
[redacted]
*
*
[redacted]
[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 the Title for her
2011 [redacted].
[redacted] states in her complaint she contacted
Andrews Federal Credit Union on March 13, 2015 to inquire how long it would
take to receive her title. The normal
turnaround time is 14 business days. However, due to staff shortage the time to
process release of titles has taken longer than one month.
[redacted] also stated that when she called Andrews
Federal Credit Union on May 27, 2015 to inquire on the whereabouts of her title
the representative she spoke with indicated that according to the diary memo on
her account the title was mailed to a [redacted] address. It was found that the address
in the diary memo was incorrect. Later that day she spoke with the Lending
Supervisor and was informed that the title was, in fact, sent to the correct
address. The title was mailed via three-day Federal Express. [redacted]
received the title on May 28, 2015 at 1:25 PM.
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]
[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: [redacted]
I am rejecting this response because:Date: Mon, Nov 27, 2017 at 11:07 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>How is it resolved. I still haven't seen the receipt they said I sign. They said they mailed it to me. I have not received it. Can you tell them to upload it like they typed that letter. This is by no way resolved.Regards,
[redacted]
[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]
August 24, 2017 [redacted] Better Bus[redacted]s Bureau (Revdex.com) of Metropolitan Washington, DC & Eastern Pennsylvania 1411 K Street, NW, 10th Floor Washington, DC 20004-3404 Re: Complaint ID # [redacted] Dear Mr. [redacted]: Thank you for...
contacting Andrews Federal Credit Union (“Andrews Federal”) regarding the service concerns raised by Ms. [redacted]. Here at Andrews Federal, we take complaints very seriously as we are always striving to improve our service. Please see below a detailed account of the events, which led to Ms. [redacted]’s complaint along with our response to each of these events. Ms. [redacted] claimed that a death certificate was required to close the account in question. We were able to obtain the recorded conversation between Ms. [redacted] and one of our representatives that took place on July 26, 2017. During that call, Ms. [redacted] indicated that she was calling on behalf of her mother’s account and acknowledged that she and her sister ([redacted]) were also listed as joint owners on the account. Ms. [redacted] further inquired whether she could write a check from the account since her mother (our member and the primary account owner), [redacted], had passed away the day prior and Ms. [redacted]’s name was not listed on her checks. Following our security protocol, the representative asked Ms. [redacted] for the password on the account but Ms. [redacted] did not know the password. As a result, the representative informed Ms. [redacted] that no further (account specific) information could be provided over the phone. Because the information that the representative did share with Ms. [redacted] was not account specific, and Ms. [redacted] did not request that a specific transaction be conducted, there was no need for the representative to proceed with asking authentication questions to validate Ms. [redacted]’s identity. However, the representative did provide Ms. [redacted] with general account information; i.e., she suggested that Ms. [redacted] visit a branch for better assistance and also informed Ms. [redacted] that our Member Service Department may request a death certificate in order to notate that the primary account owner was deceased. The representative went on to explain that a joint owner on the account could visit any Andrews branch to receive a cashier’s check or otherwise do whatever they desired with the account’s proceeds. After the phone call ended our representative notified our Member Service Department of the primary account owner’s death; a representative from that department subsequently sent a letter to both Ms. [redacted] and Ms. [redacted] at the address of record for the account. That letter informed both sisters of the two options they could take concerning the account, as joint owners: 1) Close the membership account; or 2) Re-title the account in their names and remove the decedent’s name. The letter requested the mother’s death certificate to facilitate either option but was not required for either joint account owner to transact on the account. We do apologize if the letter and/or our representatives’ instructions caused any confusion. Ms. [redacted] claimed that she was not given the same opportunity as her sister to answer security questions to receive account information over the phone. On August 9, 2017, Ms. [redacted]’s sister, [redacted], contacted Andrews Federal. The representative she spoke with asked her for the password on the account but she did not know it. Ms. [redacted] specified that she wanted to close the account. Since Ms. [redacted] was requesting an account transaction, the representative followed standard security protocol to authenticate her identity. The representative asked security questions and received accurate responses that validated Ms. [redacted]’s identity. As a joint account owner, Ms. [redacted] had the same right as Ms. [redacted] did to withdraw funds or close the account. Ms. [redacted] chose to close the account and have a cashier’s check mailed to her since she did not live local to any Andrews Federal branch. Andrews Federal complied with her request after receiving her request in writing along with a copy of her personal identification to verify her identity. The cashier’s check for the account balance of $45,977.75 was issued and has since cleared. Ms. [redacted] visited the branch with her mother’s death certificate and Will showing her sister was not entitled to any of her mother’s assets. Ms. [redacted] visited our branch in Suitland, MD on August 14, 2017 and presented her mother’s death certificate and Will to the branch manager. The branch manager informed Ms. [redacted] that the account had already been closed by her sister. Ms. [redacted] indicated that her sister was excluded from the proceeds of the Will. While this information may be true, it has no bearing on Andrews’ handling of the account as joint ownership, per our account terms and conditions, takes precedence over the decedent’s will. Our terms and conditions state in pertinent part: “At the death of any owner, the balance in the account shall belong to the surviving owner(s). If two or more owners survive, the account will remain a joint ownership account and the survivors each will own the account with full survivorship rights if at least one survivor is a member of Andrews Federal or is eligible for membership.” Since both Ms. [redacted] and Ms. [redacted] are eligible for membership of Andrews Federal in each of their own rights, both Ms. [redacted] and Ms. [redacted] were entitled to transact on the account together or separately, to include withdrawing funds and closing the account. Ms. [redacted] has requested a refund of the account proceeds to settle this complaint. For the reasons stated above, Andrews Federal cannot comply with Ms. [redacted]’s request for a refund. According to our research, our representatives did not commit any error in responding to Ms. [redacted]’s inquiry and in processing Ms. [redacted]’s transaction to close the account. However, we sincerely apologize for any inconvenience Ms. [redacted] may have experienced. Please do not hesitate to contact us if we can be of further assistance. Sincerely, Tonia J[redacted]-V[redacted] Member Advocate
April 25, 2017[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 contacting Andrews Federal Credit Union, regarding [redacted]...
[redacted]’s recent Revdex.com complaint. In her complaint, [redacted] stated that there was an unauthorized hard credit inquiry from Andrews Federal Credit Union dated August 15, 2016 on her credit report.After a thorough investigation, I found that an application was submitted through [redacted] on August 15, 2016 at 6:07 p.m. to refinance a 2012 [redacted].As a credit union, we emphasize the importance of guarding one’s credit and understand that changes to an individual’s credit score can be very upsetting. The [redacted] website provides a disclosure prior to application submission (see below) stating that the applicant grants [redacted] and/or its Lenders permission to obtain a copy of his/her credit report. If you need additional assistance or have additional questions, please do not hesitate to contact me.Sincerely,Tonia V[redacted]Member AdvocateAndrews Federal Credit Union [redacted]Suitland, Maryland [redacted]Office ###-###-####
May 1, 2017 [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 contacting Andrews Federal Credit...
Union regarding [redacted]’s recent Better Bus[redacted]s Bureau complaint. In his complaint [redacted] stated that there was an unauthorized hard credit inquiry from Andrews Federal Credit Union, dated August 15, 2016. After a thorough investigation I found an application submitted through [redacted] on August 15, 2016 at 11:38 am, to refinance a 2015 [redacted]. As a credit union, we emphasize the importance of guarding one’s credit and understand that changes to an individual’s credit score can be very upsetting. The [redacted] website provides a disclosure prior to application submission (see below) stating that the applicant grants [redacted] and/or its Lenders permission to obtain a copy if his/her credit report. If you need additional assistance or have additional questions, please do not hesitate to contact me. Sincerely, Tonia V[redacted] Member Advocate Andrews Federal Credit Union 5711 Allentown Road Suitland, Maryland 20746 Office [redacted]
November
9, 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]...
[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.
Willis states in his complaint that Andrews Federal Credit Union is reporting
two accounts on his credit bureau report and the status shows “Creditor cannot
locate individual”.
We
researched [redacted]’ credit bureau report, from [redacted], and our records do
not indicate the accounts are coded as “Creditor cannot locate individual”. We
request that [redacted] provide a copy of the relevant portion of the consumer
report that he has, which identifies the inaccurate information. Upon receipt
of the documentation and our complete investigation, we will notify each
Consumer Reporting Agency accordingly if the information is inaccurate.
We
mailed [redacted] a copy of the credit report from [redacted] on November 09,
2015, to the address we have on file, which has nothing stating “creditor
cannot locate individual”.
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]
June 27, 2016 Dear [redacted],Thank you for contacting Andrews Federal
Credit Union regarding [redacted]’s rejection to our previous response
to her Revdex.com complaint regarding a billing issue.In her original complaint [redacted]
stated that she paid her [redacted] Credit Card in full on March 18, 2016 using Andrews
Federal Credit Union’s online system; however the transaction was reversed. [redacted] states in her current complaint that this was Andrews Federal Credit
Union’s mistake. When Automatic Clearing House (ACH) transaction is reversed it
is due to information we receive from the Federal Reserves. We received a
transmission from them stating “account not found”. I have enclosed a copy of
that report. We credited all fees and interest on June 8, 2016. There have been
no further fees or interest applied to the account since that time. The Base savings and the [redacted] credit card
were closed on June 22, 2016. A check in the amount of $5.00 was mailed to the
address we have on file. If you need additional assistance or have
additional questions, please do not hesitate to contact me.Sincerely, Tonia V[redacted]Member Advocate
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.