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:06/23/2023

  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 neighbor (*** ******), has been removing my name from all the junk mail, This is the 2nd time another letter is being send to apgfcu as I do not have access to the internet and my neighbor *** ****** does and she has been removing my name off the junk mail using the internet as well as I am sending in letters.I never signed up to receive stuff in the mail from apgfcu and their address is: apgfcu - P.O. Box 1176, Aberdeen, MD. 21001-06176. I want them to stop sending me information as I am not interested in doing business with apgfcu.I am no longer living at my address, and my place has not been sold yet. Between *** and my son ******* ***** been taking care of stopping all this junk mail for me.

  Business Response

  Date: 07/05/2023

  The consumer's information has been added to APGFCU's do not mail list.  Please note, any mailing currently in progress would not be suppressed; however, it will be suppressed from new mailings generated from this point forward.

  Please also note APGFCU occasionally works with the credit bureau for pre-screened offers of credit. The consumer can stop receiving prescreened offers of credit from this and other companies by calling toll-free ************** ***************). 

• Initial Complaint

  Date:06/20/2023

  Type:Product 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 transfer from my primary checking to APGFCU checking account and transfer from APGFCU to my HELOC double processed this month. I have had numerous auto-payment issues since this company updated it's website in January. Issues entail auto payments not processing at all, or double-processing (double-payments were unauthorized, mind you). I have filed two **** complaints already. I did receive a response for the first complaint (the issue remains unresolved), and the second complaint was ignored. I want the one of my HELOC payments for the month of June refunded to me, proof that there auto-payment issues are resolved, and some form of additional compensation for the ridiculous amount of effort it has taken for me to try to resolve such an asinine issue.

  Business Response

  Date: 06/29/2023

  APGFCU management identified the member set up two HELOC payments through online banking for June 14 and June 15, 2023, which were then executed by the online banking system.  On June 20, 2023, records indicated the member contacted our call center to request a reversal of the second payment, which was completed the same day, and the members account was ************************.  APGFCU management attempted to contact the member by phone without success; therefore, on June 27, 2023, an email was sent to the member through online banking explaining the double payment, confirming the reversal was completed on the same day as requested, and requesting the member contact us for further discussion.

• Initial Complaint

  Date:06/09/2023

  Type:Order 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.

  Over the past three months Ive been threatened and harrassed by APGFCU. They refuse to give me a new debit card for access to my bank account. They threaten to charge me thpusands of dollars for insurance, even though I have given them proof of insurance including a deck statement at least 6 times. Its at a point where there are starting to be damages occuring. I might need counseling to deal with their BS. Worst bank ever, they have horrible business processes, they s**** over clients. Stay away from them. If APGFCU does not fix all the nonsense I will have no choice, but to file a federal complaint for withholding access to my bank account without any cause.

  Business Response

  Date: 06/15/2023

  Per APGFCU's loan agreement, members are required to maintain full insurance coverage on their vehicle while APGFCU is listed as the lien holder. Our records indicate the members insurance coverage was cancelled. When proof is not provided that there has been no lapse in insurance coverage, APGFCU obtains collateral protection insurance, adding the premium to the loan balance and adjusting the monthly payment to cover the premium. Our ************************ has attempted to contact Mr. ******* to address his concerns and work with him to resolve his issue.  APGFCU does not restrict access to services for not having insurance coverage. Our records indicate a new debit card was ordered on May 23, 2023. 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20161436
  
  I am rejecting this response because:

  We know we must have full coverage and gave maintained that and provided proof 6 times including deck statement. Apgfcu has been harrassing us for months now. You do not respond or call back. You just harrass
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/22/2023

  On June 21, 2023, APGFCU ************************ spoke with Mr. ******* to explain we continued to request proof of insurance because the previously submitted insurance cards do not define APGFCU as the loss payee or show the insurance deductible. APGFCU confirmed that on May 16, 2023, we received adequate proof of insurance; however, on May 30, 2023, we received notice from the insurance provider the insurance was canceled. Therefore, updated insurance information was requested. During the June 21st conversion with the APGFCU ************************* Mr. ******* advised he recently changed insurance providers and submitted a copy of his insurance declaration page. However, the insurance information does not list APGFCU as the loss payee. Mr. ******* stated he is working with his insurance agent to update the loss payee information and understands a copy of the declaration page is required once complete.  Regarding the new debit card, when it was ordered, it was mailed to the address on file. Upon investigation, Mr. ******* had moved but not updated his address with the credit union. On June 21, 2023, he updated his mailing address and a new debit card was ordered.    

  Customer Answer

  Date: 07/06/2023

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/11/2023

  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.

  On November 25, 2022 Claimant purchased a 2022 Tahoe from ***************************** of ************, ********. The car loan was financed by Defendant ,Aberdeen Federal CreditUnion, with account number ***********. Due to a loss of house hold income, Claim an the came delinquent on her loan payments and was in default. On April 9, 2023, Claimant car was repossessed by ETC RECOVERY without any prior notice from respondent regarding the repossession. There possession occurred on Easter Sunday ,which is a breach of the peace as well as a violation of Maryland state laws. Claimant suffered damages as a result of the repossession, including anxiety, sleep loss, and **************..Respondent listed *** arbitration for any and all disputes in the loan agreement, but failed to follow the arbitration agreement before repossessing the car. Respondent failure to follow the arbitration agreement caused Claimant to suffer additional damages, including costs and expenses associated with litigation. Respondent violated the Truth in Lending Act and failed to provide the proper disclosures required by Maryland consumer protection laws.COUNT I - BREACH OF CONTRACT Respondent breached the contract with Plaintiff by failing to provide notice prior to repossession of Claimant vehicle and by failing to follow the *** arbitration agreement. As a result of respondents breach of contract, claimants has suffered damages in an amount to be determined at arbitration .COUNT II - VIOLATION OF TRUTH IN LENDING ACT Respondent violated the Truth in Lending Act by failing to provide the proper disclosures required by law.

  Business Response

  Date: 05/10/2023

  All communication regarding this matter is being handled by the credit unions attorney.

• Initial Complaint

  Date:02/28/2023

  Type:Product 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 been bullied by this credit union to pay a past due amount that the credit union was unable to explain the origin of. I was told if I did not pay it, it would go on my credit. I spoke with customer service yesterday to make a car payment because they changed their websites unbeknownst to me without verifying that communication was received by members and when they made that change, it cancelled all external transfers/payments which cancelled my automatic biweekly car payment that have been in place since I secured the car loan. When I spoke with customer service yesterday, I was informed that I would not be charged a late fee and to my surprise I was. The lady that I spoke with this morning informed me that she was able to waive the late fee because changes were not communicated to me. She then informed me that I had a past due amount of $160.70 but she was unable to explain why I had a past due amount and the past due amount does not reflect on my end when I look at my account from the consumer view. Unfortunately, I had no choice but to make the payment for the unknown past due amount with the threat of my credit being impacted hanging over my head. It is unconscionable that a big business can bully customers into making unexplained payments under the threat of your credit score being ruined. I would like a refund back to my debit card that was used to pay the erroneous past due amount and any statements made to negatively impact my credit to be removed.

  Business Response

  Date: 03/30/2023

  On March 29, 2023, a member of APGFCU leadership connected with Ms. ******* to confirm her online banking external transfer loan payment was properly established for future payments.  Leadership confirmed that the late fees were refunded to her account and that the late payment would not negatively impact her credit. 
  
  Leadership apologized that during initial communications with Ms. *******, she was not provided a clear explanation of why her automated transfers stopped.  APGFCU completed an online banking conversion on February 8, 2023, which required all members to re-establish external transfers. Communications were sent to all members by mail, emails, in member newsletters, through Facebook, and posted on APGFCU.com.

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This still does not address the past due payment I was informed that I had to pay or it would negative impact my credit. That was still not clearly explained to me. Also one of the managers cancelled the incorrect payment which caused my payment to post later than it was supposed to. I’m still unaware of what the past due amount is for. If the call is listened to from when I was informed of the past due payment but not informed of why. 
  
  Sincerely,
  
  
  
  Megan *******

• Initial Complaint

  Date:02/23/2023

  Type:Product 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've been on hold for several hours/days to complain about a letter i received in regards to increasing my car payment, cause they claim there was a 6 week lapse in coverage. They are charging me 900 dollars for worthless insurance. There is noone to speak with and I keep getting shuttle to different companies and noone handles my complaint or takes my call.

  Business Response

  Date: 03/28/2023

  On March 21, 2023, a member of management reached out to Mr. ****** to advise, as a courtesy, we are refunding the force placed insurance premium that was added to the loan balance due to a lapse in coverage required per the contract agreement.  

• Initial Complaint

  Date:12/09/2022

  Type:Product 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.

  This is a company that my bank (Aberdeen Proving Ground Federal Credit Union) uses for account holders to redeem point earned with their credit cards for rewards. I have used this feature many times with no issue/error. I redeemed over 5,000 points on November 4th for a $50 Bonefish Grille gift card (which I have redeemed and received in the past a handful of times). I was notified on November 7th that the gift card had shipped and should arrive within ten business days. On November 19th, I still had not received the gift card, so I reached out to their customer service (which is ONLY accessible via email, they do not have a phone number or even an address.) They wrote back to me on November 20th and said to give it 30 days, if it had not arrived by then, they would submit a shipping investigation. On November 30th, December 4th, and December 7th, I reached out to them regarding how to move forward about the issue with this gift card. When you submit a contact support form on their site, they state they will reply in two days. Each time I reached back out, I waited two days to hear back, and when I heard NOTHING over, and over and over, I would reach out again, and again, and again. Like I said before, I have gotten multiple things over the years through UChooseRewards since I have had my credit card, and there has never been a shipping issue, or the loss of an item through their shipping method. I'm not sure why they are working so diligently to blatantly ignore me, rather than ratify the issue. It has now been 35 days since I initially redeemed my points and with absolutely no help or acknowledgement from this company, I had to resort to contacting the BBB for resolution. Look forward to hearing back on this topic. Thank you.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/16) */
  APGFCU apologizes for the member's experience in redeeming uChoose Rewards points. This does not meet our service standards. We have reached out to the vendor to address the issue. We believe the gift card was lost in the mail. In the meantime, the credit union has manually refunded the member's points, which are once again available for redemption. Additionally, we informed the member she can contact the credit union directly should she experience any future issues with the uChoose program.

• Initial Complaint

  Date:10/31/2022

  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 or about Oct 14 ,2022 I spoke with a apgfcu manager Milly at ex **** in regards to my APGFCU accounts.On a recorded call she notified me that she has received several letters in the past months in regards to billing errors . On sept 30, 2022 Apgfcu closed my account . On oct 4,2022 they received my notification of arbitration thru AAA .
  
  Cause of Action
  Billing Error Correction of Billing error
  According to federal law 15 usc 1666 (d) Restricting or closing by creditor of account regarded by obligor to contain a billing error
  Pursuant to regulations of the Bureau, a creditor operating an open end consumer credit plan may not, prior to the sending of the written explanation or clarification required under paragraph (B)(ii), restrict or close an account with respect to which the obligor has indicated pursuant to subsection (a) that he believes such account to contain a billing error solely because of the obligor's failure to pay the amount indicated to be in error. Nothing in this subsection shall be deemed to prohibit a creditor from applying against the credit limit on the obligor's account the amount indicated to be in error. APGFCU closed my account which adversely affected my credit age and overall utilization which lowered my credit score see exhibit A .I have spoken to a representative about this situation . Several notices have been sent and nothing has been mailed back in response .
  
  Discrimination
  Per our record calls on oct 4, 2022 i have been yelled at on the phone by apgfcu rep, been hung up on , Been told in and aggressive manner by the debt collection and recovery department that I need to just pay my bill. . On a phone call stated that statements are a courtesy . Because of my race and Gender, Aggfcu has discrimiate against me in my extension of credit . As well as closed my account thats in dispute

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/04) */
  In July 2022, the credit union became aware that paper statements for the July 1, 2022, Visa credit card cycle had not yet been mailed. The impacted account holders were identified and notified in a communication sent via email (where applicable) and postal mail. The notice indicated that paper statements were not mailed until July 22, 2022, and given the cycle's payment due date of July 26, 2022, the credit union had extended the payment due date to August 13, 2022. This extension was granted to all Visa accounts in this cycle day, regardless of whether the member had opted out of paper statements. Electronic statements were available online on July 6, 2022. The extension of the due date met all requirements of the Credit Card Act.
  
  Of Mr. ****'s accounts, only one was impacted by the statement mailing delay. Mr. **** opted out of paper statements for this account on October 24, 2019. With electronic statements available on July 6, 2022, the July 26, 2022 due date met the criteria of the Credit Card Act. Regardless, Mr. ****'s due date was extended to August 13, 2022, providing an additional 18 days for payment to be made.
  
  The credit union has verified that Mr. ****'s payment histories on all loans are reporting accurately to all the credit bureaus.
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Apgfcu did not follow the terms and agreement of its contract a dispute was mailed several times during this dispute apgfcu closed my account which is a violation of 15 usc 1666. On record call that explain they received my letters in June July and august yet closed my account in September once I filled arbitration
  
  
  Business Response /* (1000, 11, 2022/11/16) */
  ***Document Attached***
  This individual's complaints have been reviewed and investigated by legal counsel, which deemed them to be unfounded. All communication with this individual is being handled by the attorney.

• Initial Complaint

  Date:08/23/2022

  Type:Product 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.

  We have been trying to get online access since we have bought this car. My wife has been on the phone every month since we have bought this car as I just said. She has been trying to get online access to pay the car payment online. For some reason it's not letting us pay online and your customer service is terrible and will not help at all. You guys are the worst lienholder I have ever dealt with and will never have another lien through you guys again I'd rather have Santander. And they are complete trash as well.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/29) */
  On August 25, 2022, a member of management contacted Mr. ****** to confirm he has online banking access and provide assistance with setting up automated loan payments. Mr. ****** indicated he could access online banking and realized the micro-deposit authentication required for the loan payment transfers was set up from a different account than he initially thought. The member was provided instruction on how to set up the payments and provided management's extension should he require additional assistance.
  
  
  Consumer Response /* (2000, 7, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the response for this issues and Rob was helpful.