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Business Profile

Credit Union

Atlantic Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Atlantic Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Atlantic Federal Credit Union has 11 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted AFCU about fraudulent charges on my account and they refused to help. They did, however, tell me that they could put a stop payment on the charge for $30.

      Business Response

      Date: 07/16/2024

      Hi *****, I see that you contacted Atlantic on the afternoon of July 10, 2024, and we responded the following day. Our standard procedure when there is a recurring charge that is in question of legitimacy is to ask members to call the merchant number for more information first. If the merchant is unwilling to provide information or it is determined to be a scam or fraud,we would file the dispute at that time. We also alert members that they can stop payment immediately. And yes, there is a $30 charge for this service.

      On Sunday, July 14, 2004, you informed us that you called the merchant's phone number and that "they did not initiate it." 

      On Monday, the following day, we offered to cancel your card, provide a new card, and forward the dispute form. On Monday, we also received your July 14 complaint to the Better Business Bureau. Late on Monday,you confirmed we should cancel the card and send the dispute form.

      This morning, July 16, 2024, our team determined that you are not the primary account holder on the card impacted. Our team will communicate that the dispute form will be sent to the primary account holder for completion.
      It is disappointing to read your reaction that we "refused to help," but the frustration of seeing unrecognized charges can be unsettling.

      Once we contact the primary cardholder and receive the completed dispute form, our team will continue to work toward a resolution. 

      If you have questions or concerns, my email is ****************************************.

      Customer Answer

      Date: 07/18/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

      There needs to be a better system for addressing fraudulent charges and a more direct way of communication. If my husband needed to be the person to dispute the charge, which is absolutely weird and unnecessary since its not 1982 and I'm an owner of the account, then that should have been communicated immediately. If a specific form is needed to report fraud, that form should be easily accessible on your website or through the member portal. Shifting blame doesn't solve anything and makes AFCU look foolish. I've already pulled my money from my account and switched to University Credit Union because not only is my money not safe at your bank, you are wholly inefficient in addressing fraud. I have made sure to tell everyone I know and all of my clients to not do business at your bank.    

      Regards,

      *****

       

       

      Business Response

      Date: 07/18/2024

      *****, thank you for the feedback.

      I understand the dispute form has been completed and is being reviewed.

      University Credit Union is a wonderful group.

    Atlantic Federal Credit Union is NOT a BBB Accredited Business.

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