Complaints

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:10/16/2024

  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 made a purchase on August 17. I had a hard time getting the transaction to go thru, it took a bunch of tries. After it was finished, I called Affinity Plus to let them know that I only wanted the purchase to go thru once and they looked into it, and said it had and it would be fine. Two or three weeks later, I looked and there is a balance on my card that shouldn't be and I called them again to get it cleared up and they said it was fine and that charge will drop off. A month or so after that, I checked my account and it still was not fixed. I call again and get assured that everything is fine and it will drop off. Quite a while has past and I thought it was taken care of, but I checked my account today and the balance is still there, and it's saying I still owe money. I called and waited on hold yet again, the first ****** couldn't help me so she said she would have a manager call me. They did and said they were going to fix it, I said I feel that I should get some sort of reimbursement to my account for 2.5 months of hassle, phone calls, sitting on hold and stress. The manager said no and quickly hung up on me. I still don't know if my account is going to be fixed correctly because she so quickly hung up on me when I said I should have some sort of credit for all of this drama and incompetence that I have endured. I want my account to be fixed once and for all and receive proper customer service from them. My account is showing that I still owe them money and everyone I speak to knows I don't, this seems a bit shady like they are leaving this balance there hoping I pay it. My account number is: ****************

  

  Business Response

  Date: 10/17/2024

  *****, we're sorry that you've had an issue getting resolution on the charge to your card. Thank you for discussing today with our representative. Hopefully we can work with you to ensure that everything is accurate and appropriate.

  Customer Answer

  Date: 10/18/2024

   I am rejecting this response because:  someone just called me today, saying that only one mistake was made, despite the fact that numerous mistakes were made.   She also denied the fact that someone taking money out of my account without my knowledge or permission is stealing.   I was told by another manager that they don't put credits on people's accounts even when they are wronged like most other businesses do,  because they are a "regulatory organization"  they still have costumers and a lot of competition from other banks and credit unions, so they better start thinking about costumer service because it is extremely easy for people to take their business elsewhere,  and I certainly am doing so.  I am very shocked by the callous attitude from management and upper management at this company, they seem to think they are above needing to provide great costumer service and they refuse to have proper accountability for their negligence and incompetence and thievery. 
  
  
  

• Initial Complaint

  Date:09/05/2024

  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 reserved a hotel due to being displaced as a victim of Hurricane *****. Upon arrival, the hotel refused entry and advised we would be refunded, but, has not done so.Dispute was submitted, and received questions about details, then Affinity closed the dispute stating I refused to provide information, therefor I accepted the charge, even though I confirmed that I provided the requested information. After contacting them again, they said the dispute is closed because I agreed to be charged with no services provided and referred me to the ****** (***********) who has refused to be contacted. The dispute process for a clearly scam charge was fake, even though it's very clear I was scammed and no services were provided at any point, the bank just delayed and eventually advised they will not assist since I requested to be scammed by purchasing a service that was not provided. This was booked with *********** under my email ***************** My phone number is ************ CONFIRMATION NUMBER: 4683.660.145 PIN CODE: 7378 ************************************************ SW Address: ******************************************************************************************************************************************* Check-in was July 9th, 2024, but, they did not allow me to check in at all.

  

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  RE:  Affinity Plus Federal Credit Union
  and Kel **************
  
  
  To Whom It May Concern,
  
  Affinity Plus appreciates the opportunity to respond to the concerns Mr. ************** shared regarding his experience at Affinity Plus. 
  
  In response to the complaint, Affinity Plus completed a review of the activity on Mr.**************s credit card.  ****** ******, ************* Manager at Affinity Plus contacted Mr. ************** regarding his complaint.  Ms. ****** informed Mr. ************** that the dispute had been reviewed and a credit in the amount of the disputed charge posted to his credit card. 
  
  Thank you for the opportunity to resolve this matter. 
  
  Sincerely,
  
  ******* ********
  VP of Compliance and Operations
  Affinity Plus Federal Credit Union
  

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair 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 vehicle on 7/03/21 from **************** in ************* ******** which I financed through affinity plus federal credit Union. Throughout the years while I lived in ****** *****, I have reached out to affinity about the whereabouts of my title in order to register then vehicle so I would be able to drive it the vehicle I purchased. They stated endlessly that they did not receive a title and to call the dealership. I called the dealership numerous times to which they said affinity did receive my title, but anytime I called affinity they stated they never did. My vehicle has accrued a few tickets that I have paid for no registration and being parked on the street as I was not able to drive it. Fast forward to now years later, I towed my vehicle to my new house in *********** ********* ***** to which it was towed the next day for no plates without a citation being given nor an attempt to reach my by the towing company. I went to the ********* impound lot to retrieve my vehicle which they would not release without license plates. I call the dealer again and they state affinity has my title, I call affinity and they say theyve had the title for the last 2 years and I am able to register it after telling me for years they did not receive my title. Now I owe the impound lot for the tow, each day it has been sitting, and affinity wants me to pay the $1,678 registration for my vehicle which they were supposed to work into the loan to begin with. They have lied to me for years about not having my title and have made me accrue many tickets I have had to pay for and be put on my record as well as gotten my vehicle towed. I would like them to cover my registration fees, the impound/towing fees and any damage to vehicle if any from tow and reimburse me for tickets I have paid for as well as the payments I have made towards the loan for the vehicle I have been unable to drive for years due to their lies they have told me regarding my title and registration issues.

  

  Business Response

  Date: 06/26/2023

  June 23, 2023
  
  RE:  Affinity Plus Federal Credit Union
  and *******************
  
  To Whom It May ********
  
  Affinity Plus appreciates the opportunity to respond and resolve the concerns ************** shared regarding his experience at Affinity Plus. 
  
  In an effort to resolve this matter, ***************************, Consumer Lending Manager at Affinity Plus, contacted ************** regarding the vehicle title.  The conversation resulted in an agreement between the parties regarding the licensing and registration fees.  Once the agreement was made, Affinity Plus was able to complete the title transfer and obtain license plates for the vehicle. 
  
  Affinity Plus apologizes for any inconvenience this may have caused and is thankful for the ability to amicably resolve the matter. 
  
  Thank you for the opportunity to resolve this matter. 
  
  Sincerely,
  
  *******************************
  VP of Compliance and Operations  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair 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 uncle came to ******** in 2020 and lost his long battle with cancer. We immediately notified Affinity to come get their car. For three years their car sat leaking toxic fluids on our property. they said they had no interest in recovering the car. We tried having it towed to junk yards etc... Nobody will take it with out title.Finally on 3-10-2023 I spoke with a ***** and was told if I was to become personal rep. for my uncle they would release everything so we could get rid of car. After 300$ dollars and countless hours on 4-6-2023 I was appointed personal rep. I then called them back and they completely backtracked on what they advised me to do to get the situation resolved. They still said they have absolutely no interest in the car and would not do as they said they would and release car. They advised parting the car out. which would mean more toxic chemicals on our property. the lien is for 2012 ********** Outlander for *************************** SS# ending in ****.

  

  Business Response

  Date: 05/25/2023

  May 25, 2023
  
  
  
  
  
  RE:  Affinity Plus Federal Credit Union
  and *********************************
  
  
  To Whom It May ********
  
  Affinity Plus appreciates the opportunity to respond and resolve the concerns ************** shared regarding his experience at Affinity Plus. 
  
  *******************, Solutions Consumer Quality Specialist at Affinity Plus, spoke to ************* regarding his concerns.  Affinity Plus has reviewed copies of the Personal Representative documents for the estate of ********************* and has decided to release the lien on the ********** Outlander due to its poor condition. During the conversation with ****************, he stated he was satisfied with the resolution. 
  
  Thank you for the opportunity to resolve this matter. 
  
  Sincerely,
  
  *******************************
  VP of Compliance and Operations  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/05/2023

  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.

  I received a collections notice for a closed Affinity account. I went into a branch (I believe it was 2021) and closed my account because I live nowhere near an Affinity Branch. Last year, I was having an issue with ******* One's online account, it would not remove my Affinity account and tried to draw a payment from it. I was unaware Affinity never closed my account, so I did not even know I was charged. Affinity claims they have made "numerous attempts" to contact me. I have received zero phone calls and not one piece of mail, but they sure knew how to get collections involved. The second I received the letter from collections, I contact Affinity and they said "there is nothing they can do" and that I will need to go to the closest branch (an hour away) and pay the balance. This is Affinity's error, not mine. I had an account in good standing with them and have no fault in the matter.

  

  Business Response

  Date: 04/14/2023

  April 14, 2023
  
  
  
  
  
  RE:  Affinity Plus Federal Credit Union
  and *************************
  
  
  To Whom It May ********
  
  Affinity Plus appreciates the opportunity to respond and resolve the concerns ************** shared regarding her experience at Affinity Plus. 
  
  *****************************, Team Lead at Affinity Plus, worked with ************** to resolve her concerns.  ************** authorized the debit from her Affinity Plus Checking account and it was ************************ to her Captial One card.  ************** understands that she received the benefit of this payment and has arranged to pay the funds back to Affinity Plus and close her account. 
  
  Thank you for the opportunity to resolve this matter. 
  
  Sincerely,
  
  *******************************
  VP of Compliance and Operations  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/03/2022

  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.

  Earlier this summer, I received a letter that the address on my credit card had been changed to one that I didn't recognize. I was very confused. After a bit of thought, I realized that what had happened was likely that my ex-sister-in-law who shares my first name, formerly married to my estranged brother and now with the same first and last name as me, had opened an Affinity Plus (AP) account and changed the information on my account while intending to change hers. I called AP, who said I should report the card stolen. I did that, and they said I should contact AP again to explain what I thought had happened. I called to explain the situation, but the person on the phone seemed a little incredulous. I asked for a note to be added to my account that there's someone with the same name as me and to confirm the correct information before making changes. She was able to change my address using my security questions, then said a new card would be sent to the correct address.Today, after never receiving the new card, I visited a branch. I explained to the teller what had happened, and after verifying my member # and looking at my id and debit card in confusion, she showed me the image on the driver's license in my account. Sure enough, it was my ex-sister-in-law that I recognized from ********* The license and my birth date had been changed to hers. Using my social security # and security questions which were still associated with my account, along with my ID, they were able to verify my identity and change the information back to mine.The branch staff were helpful and apologetic, but this was a very uncomfortable experience that should never have happened in the first place. I want reassurance that AP will put procedures in place to prevent this in the future. I'm not even sure it won't happen to me again, which unsettles me to the point of considering a new financial institution. This is the only negative experience I've had, so I hope I don't have to switch.

  

  Business Response

  Date: 08/19/2022

  August 19, 2022
  
  
  
  
  
  RE:  Affinity Plus Federal Credit Union
  and Samantha *****
  
  
  To Whom It May ********
  
  Affinity Plus appreciates the opportunity to respond and resolve the concerns Ms. ***** shared regarding her experience at Affinity Plus. 
  
  *************************, Director of Operations at Affinity Plus, contacted Ms. ***** to discuss her concerns and advised her that based on our investigation into the matter,she should take the necessary steps to protect her identity and her accounts both at Affinity Plus and elsewhere.  In response, additional security measures were put into place to protect her accounts with the Credit Union.
  
  Thank you for the opportunity to resolve this matter. 
  
  Sincerely,
  
  *******************************
  VP of Compliance and Operations   

  Customer Answer

  Date: 08/20/2022

   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.