Complaints

This profile includes complaints for Aberdeen Proving Ground Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aberdeen Proving Ground Federal Credit Union

  PO Box 1176 Aberdeen, MD 21001-6176

• 

  Aberdeen Proving Ground Federal Credit Union

  1321 Pulaski Hwy Edgewood, MD 21040-1502

• 

  Aberdeen Proving Ground Federal Credit Union

  2113 Laurel Bush Rd Bel Air, MD 21015-6156

• 

  Aberdeen Proving Ground Federal Credit Union

  1204 E Pulaski Hwy Elkton, MD 21921-6348

• 

  Aberdeen Proving Ground Federal Credit Union

  2011 W Pulaski Hwy Elkton, MD 21921-4687

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15 two deposits were made at the fallston, md branch with a four digit pin. One of the deposits was a check and the other was $11 cash. A few days later, ATM card doesnt work. Called credit union and they say its fraud, how? Then a check was written for $300 but stop payment was placed. The account should have had $590 minus $90 that was written in a check to ************** (water bill). These people are horrible, poor customer service and they play with people money. Not to mention since they chose to mess up the account. Social security benefits are deposit as well as retirement benefits monthly but i guess thats fraud too. They was no illegal or fraudulent activity outside normal transactions on the account. This bank is the absolute worst. The service is completely POOR! The way seniors are treat is terrible and disgusting.

  Business Response

  Date: 10/01/2024

  ********* ***** passed away prior to the date this complaint was filed, which resulted in the account being restricted. We are working with Ms. ****** family to provide guidance on how to process a death claim on the account.

• Initial Complaint

  Date:08/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an auto loan with APGFCU Ive never been late or missed a payment. Within the last 2 months Ive had problems with my bank authorizing the transfers which resulted in having a late payment on my credit report. I called to try and resolve the issue and the person I talked to just didnt seem interested in even attempting to resolve it. I called again and this time the person I talked to put in a dispute.

  Business Response

  Date: 08/23/2024

  A member of management spoke with the consumer to advise that the late markers on the credit report are valid due to late payment, and are not related to an APGFCU error.  The consumer was provided alternative methods of payment should he face challenges making payments in the future.  

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently discovered that I am a victim of identity theft. While reviewing my credit report, I noticed an account that was opened in my name without my knowledge or consent. I immediately contacted the creditor to request proof of my authorization for this account. However, I have yet to receive any documentation or evidence from the creditor that verifies I initiated or authorized the opening of this account. Given the lack of evidence provided by the creditor, it is clear that this account does not belong to me and has been opened fraudulently using my personal information. Here are the details related to this incident that I found in my credit report.
  Account Name: APG FCU
  Account #: 901724XXXXXXX
  Date Opened: 07/18/2022
  High Credit: $84,374.00

  Business Response

  Date: 07/09/2024

  After an internal investigation, which included APGFCU’s Security Department, no evidence of identity theft or fraud were found. The complainant has been provided with an APGFCU contact and direct phone number, should he have additional questions or concerns.

• Initial Complaint

  Date:03/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2024 KIA Sportage from Martin KIA in Newark DE on February 17, 2024.
  They had APGFCU handle the auto loan. I was told the loan would be at 5% interest. I didn’t receive any information from APGFCU for over two weeks and when I did I found out the interest rate was higher than quoted by the dealership. Things went downhill from there. I contacted the CU to advise I wanted to pay additional payments on the loan as I was getting a payment from State Farm from the car accident from my old KIA. I was advised the best way would be through their app. After setting up the app and linking my external account I finally was able to attempt a transaction today and I was getting errors. I once again called them to report the error messages. I explained what I was trying to do and for the first time I was advised (today 3/25/24) that I am limited to making payments in excess of $1000 and no more than once/month until 6 months have passed. Had I known this I would never accepted this institution to borrow from. Had I known I could have sent them a check weeks ago. This information was never made clear to me until today even though I had advised them of my intention to pay off more than half of the principal within a week or two of buying the car. Numerous calls were made to their office but the only thing that I have received from them was a verbal apology over the telephone.

  Business Response

  Date: 04/01/2024

  APGFCU records indicate this member signed a contract with the dealer at a rate of 6.39%.  The member would have received a copy of that agreement while closing the deal at the dealership.  We are unaware of any conversations between the dealer and the member outside of the agreed-upon rate. In regard to the external payment limitation, we apologize that APGFCU’s online banking ACH limit of $1,000 for new members was not communicated. This limit is in place to minimize the risk of ACH returns and losses to the credit union and its membership.  After new member accounts are open for six months, the online banking ACH limit increases to $5,000.  On March 29, 2024,  a check payment was successfully applied to Mr. *******' loan, and APGFCU waived the interest for that payment.  A member of leadership contacted Mr. ******* the same day to notify him of the interest waiver, as requested.  Mr. ******* may make payments up to $1,000 per month through August 2024 via ACH.  In the meantime, if he wishes to pay more than $1,000, checks can be mailed to PO Box 1176, Aberdeen, MD, 21001.  

• Initial Complaint

  Date:02/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This organization have relentlessly lied to the credit bureaus about payments when they've received payments every single month since I've had the auto loan. Purchased a vehicle in Nov 2022 and made my monthly payments on time and within loans grace period to this greedy credit union. They have dishonorable business practices and I want to be sure no consumer ever deals with bad business like this one. I was involved in and caught in the middle of a police pursuit the night of October 28, 2023. I was hit at 90 mph in the back randomly, almost died, and car was deemed totalled by my auto insurer ***********. I called them 4 days after accident and updated them. This organization received a $19,000 plus check payment from my insurer in November 2023 and they proceeded to falsely report no payments received. They received check payments December and January 2024 from my gap Insurer and proceeded to report no payments received. They received another payment February 2024 and continued to report no payments received. I lost an opportunity to purchase a home because they have completely destroyed the credit score I worked so hard to build. The home I'd plan to surprise my children with for the holidays went down the drain. I offered to do monthly payments on remaining $400 balance and this business refused and said i had to do a personal loan with them greedy greedy greedy and unlawful business practices. I have all the proof of payments received, no one has given me an answer to this mistreatment and completely received the run around. I'm truly disgusted at this business because they have completely lied and tarnished my credit score. I need answers and them to fix the lie they spread. I've attached all proof of payments they've received.

  Business Response

  Date: 02/29/2024

  APGFCU made contact with Ms. ****** on February 28, 2024. A payment plan for the remaining balance owed is now in place and credit report updates are being submitted to remove the negative history regarding this loan from her credit report. Ms. ****** indicated she is pleased with the resolution. 

  Customer Answer

  Date: 03/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was involved in a deer accident in 2022 and was deemed totaled. GAP called the bank for the payoff balance and informed them that the vehicle was totaled. GAP sent a check to the bank for the total remaining balance as per contract. Once they were contacted for payoff balance and informed of the total loss, the lender is obligated to waive any further debt as outlined in the gap addendum. My credit report shows a write off charge of $665 for no reason. This is negatively impacting my score. I want this removed from all credit agencies as this is an invalid charge off

  Business Response

  Date: 02/07/2024

  APGFCU researched
  Ms. ****** concern and determined her GAP policy was purchased through a third
  party – not through the credit union. Therefore, we are unaware of the terms
  and conditions of her policy and if there are exclusions, which may have impacted
  the loan balance being paid in full. We noted Ms. **** had collateral
  protection insurance (CPI) added to the loan. Some agreements exclude
  paying the additional balance as a result of CPI premiums. On February 6
  and 7, 2023, a member of management attempted to contact Ms. **** to obtain a
  full copy of the GAP policy agreement. We look forward to speaking with
  Ms. **** and answering questions regarding her loan.

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2023 Aberdeen Proving Ground Federal Credit Union reconstructed and launched a new online banking system. In doing so, my automatic payments were disabled causing havoc on my payment history and credit report. In April of 2023, the credit union admitted to the mistake with my account and removed the late mark that was reported to the credit bureau. They then walked me through reinstating my automatic payments and assured me that I was in good standing.
  
  In July, again received a late mark on my credit due to delinquent payments. Again, elaborated that this is indeed nothing to do with me, and that they investigate their recorded lines and my online banking records as proof that I cooperated and followed each instruction given to me. During the delayed instigation, the credit union and call center failed to provide me with any thorough details proving that I am solely responsible for the errors which resulted in another late mark to my credit report. I have requested call backs, and even sent documents using online banking per the credit unions request.
  
  During a conversation with a call center agent, a woman commented that it should not take me a certain amount of time to identify that my personal budgeting system was off set. Another conversation I had, a women, she too commented "since I am not old, I should have been even more diligent with these transactions and hung up on me". This company has demonstrated discriminatory behavior towards me, falsely reported information to the credit bureau against me and failed to disclosing to me the proof in which I requested that proves I am responsible.
  
  Bank records (verification of bank deposits as autopay proof), login emails confirmations, call records and any other necessary information is available upon request.

  Business Response

  Date: 11/28/2023

  APGFCU
  has submitted a case with the credit reporting agencies to remove the
  delinquent markers, which resulted from an issue with Ms. ********* automated
  payment setup.  APGFCU’s vice president of remote services contacted Ms.
  ******* on November 22, 2023, to make her aware the corrections have been
  submitted, and will follow up with her once the corrections are reflected on
  her credit reports. Ms. ******* was provided with the VP’s direct contact
  information for any additional questions or concerns.

• Initial Complaint

  Date:07/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was repossessed without a letter of intent, nor a request to cure. The bank said they had no idea I was living in **, yet they sent the repo company to my workplace in **. I've asked for the ability to pay past-due and associated fees all to be treated like a second rate citizen. This bank is in violation of SC state law by repossessing a vehicle without me having been server or mailed a certified letter with such intent.

  Business Response

  Date: 07/26/2023

  APGFCU has been in contact with this member. Due to the complexity of the issues involved, all further communication is being handled through the credit unions attorney.

• Initial Complaint

  Date:07/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a consumer auto loan with this institution until just recently. When I first originated this loan, I immediately scheduled bi-weekly loan payments and made two payments in full prior to my first payment due date. My payments came out as scheduled for the first few weeks and then, because of a system upgrade completed by this company, my autopayments were ceased (without any advanced notice).This, in itself, wouldn't typically prompt me to complain, however, the first time this system upgrade and its impact on my scheduled monthly payments was brought to my attention in a meaningful way was on a collections call I recently received. I was told by the collections representation that I was currently 41 days past due on my bill and when I asked for clarify on how that could be possible because I had autopayments scheduled tied to a well-funded account, I was told that the issue was related to a system-upgrade that this credit union undertook and no non-sufficient funds or error on my part contributed to this. I asked for confirmation that this would not be reported to the credit bureaus as this was not my fault and received no reassurance but was told that if it is reported to call back. Well, lo and behold, this was reported to the credit bureaus as a late payment after all and now no one in this company will return my communications to rectify this situation. This company engages in unfair and abusive practices. Do not do business here!!!

  Business Response

  Date: 07/13/2023

  Aberdeen Proving Ground Federal Credit Union researched the complaint. A vice president contacted the consumer on July 6, 2023, to review and address his concerns. During the conversation, it was explained the credit union launched a new online banking platform in February 2023, which required members to re-establish all external transfers beginning February 8, 2023. Numerous communications were sent to advise members of the change; however, the consumer stated he was unaware, so the changes were explained in detail in the conversation.  APGFCU has agreed to update all of the credit reporting agencies to remove any negative impacts to the consumer credit report. The consumer stated he was satisfied with the credit unions response.

  Customer Answer

  Date: 07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to point out that the changes to the previously established external transfers were not communicated in an efficient manner and there should have been better credit union processes and validations in place to minimize the impact to your consumers.

  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021, I purchase a 2018 *** 5 series sedan from ***************** Dodge Jeep Ram Dealership in ************, ******** through an approved loan from Aberdeen Proving Ground Federal Credit Union. The monthly payments per Contract between myself and APGFCU was $680.83 Monthly. Since this purchase it has been a nightmare. Ive had numerous disputes with *** in regards to increasing my monthly payments. Charging me installment amounts I have not contractually agreed to during initial purchase of the vehicle. I have been bullied with the threat of repossession on numerous occasions if I did not pay the new amount in full and that leaving Any balance would accumulate late fees and penalties and place my account in repossession. Also the Credit Union has threatened that [it] will report to the major Credit Bureaus any delinquent account status which would negatively impact my Credit Portfolio.Over the past year, I have become extremely vocal in my concerns regarding the mismanagement of my car loan by APGFCU. Representatives for *** justifies that the discretionary fluctuation in the monthly loan payment increase is due to the Credit Union purchasing a ******************************* Certificate (CPI) at my expense in the amount of $5,548.00 because the credit union found it necessary to protect its interest in the vehicle due to the lack of acceptable required insurance. *** informed me that per the Credit Agreement, there is a clause in which I agreed to have Comprehensive and Collision coverage with deductibles not greater than $1000 dollars. At the time of this communication, I had not reviewed the contract and I accepted this information from representative to be true.I explained that I have Comprehensive and Collision coverage. However, I choose to pay a higher deductible so that my monthly premium payments would be affordable. I explained that with a deductible of $1000 dollars my monthly payment is $590 for car insurance. I went into depth about my finances, explaining that I am currently on disability due to an injury, that with rent, utilities, car payment, phone bill etc.. I am in no financial position to carry such a burden and doing so would place a serious financial hardship on on me.APGFCU representatives, acting in the interest of the Credit Union, made good on its threats and placed my vehicle in repossession. I paid the delinquent balance on the vehicle and raised my car insurance to reflect the insurance requirement of the credit union. I sent proof of the insurance to the insurance tracking email that I was provided by ***. The credit union then cancelled the insurance policy and my monthly payments returned to normal. Then *** purchased another policy claiming that they have not received proof of the proper insurance. They increased my loan payments to over $800 dollars a month. Again, I emailed proof of proper insurance. *** again canceled the policy purchased. Not even two (2) months later, *** purchased another insurance policy and again increase my monthly payments. Each time, the policy was no less than $4,100 per a (6) month period.(NOTE: Insurance policies extend to cover (6) month periods. I dont understand how (2) months later, after submitting the required documents, and being approved, *** is purchasing another CPI policy at my expense. Every time *** purchased a policy, I paid a higher payment that month because it took about a week or two (2) for the insurance verification department to process the insurance.)I recently decided to review my loan agreement to see what I actually agreed to. I discovered that nowhere within the text of this contract does it explicitly say that I agree to maintain Comprehensive and Collision coverage with deductibles not greater than $1000. In fact, theres no set number at all. It is only expressed that I agree to have physical damage insurance. To date, *** has not issued any refund of the monies paid even though I had adequate insurance. *** representatives would tell me that instead of a refund, the money will be applied to my loan ********** this point, APGFCU needs to be investigated for consumer fraud and mismanagement of their auto loans. I cant help but to think that this illegal loan price hike practices doesnt just stop at me, and is in fact a larger more complexed scheme to dupe their members out of money.

  Business Response

  Date: 07/06/2023

  A member of APGFCUs ************* leadership team is contacting Mr. ***** to address the issues in his complaint. 

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20235386
  
  I am rejecting this response because:

  I was contacted by representatives for Apgfcu via conference call and we were unable to come to an amicable resolution at this time. Although hearing and understanding my complaint, Apgfcu basically told me that they were not willing to change their practices. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/18/2023

  We had an opportunity to speak with Mr. ***** on Friday, July 7, 2023, to gain a complete understanding of the issue; however, an additional review was required before a decisive response could be provided regarding the required deductible on his insurance.  During the week of July 10, 2023, APGFCUs ************* leadership attempted follow-up calls and emails to further discuss the accommodations APGFCU is willing to make based on the members expressed concerns.  We understand Mr. ****** need to ensure his insurance payments are affordable, and we are willing to work with him.  However, further discussion is required to finalize and confirm Mr. ***** understands the insurance coverage is required per his contract agreement.  As of July 17, 2023, Mr. ***** has not responded to our contact efforts.