Complaints

This profile includes complaints for Armed Forces Bank N.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Armed Forces Bank N.A.

  1111 Main St Ste 202 Kansas City, MO 64105-2114

• 

  Armed Forces Bank, N.A.

  Bldg 11566 Fort Lewis, WA 98433

• 

  Armed Forces Bank, N.A.

  550 Barnes Blvd McChord AFB, WA 98438

• 

  Armed Forces Bank N.A.

  Building 52030 Arizona St Fort Huachuca, AZ 85613

• 

  Armed Forces Bank N.A.

  Building 9214 Hutton Plaza Fort Rucker, AL 36362

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:06/16/2025

  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.

  Every time I try to use the ATM it’s black and not working and I have to use other banks to get money and then I’m charged a fee from my bank and the other bank that I used outside my bank. Makayla thought it would be good for me to find another bank. I’m asking for all fees associated with ATM fees to be refunded back to my account. My bank needs to fix their ATM.

  Business Response

  Date: 06/23/2025

  Concerns that you
  have raised:
  
  You state each time you attempt to use the Bank’s ATM, it is not functioning. Because of this, you are forced to make ATM withdraws from machine’s not owned by ******* **** resulting in ATM fees being assessed by both ******* **** and the owner of the terminal as well.
  You are requesting that the Bank fix the ATM and that all fees associated with the ATM withdraws be refunded to your account.
  
  Research into the
  matter reveals the following:
  
  Upon receipt of your complaint, research regarding the ATM at the Junction City location not working was completed. It was found that due to a power outage that the ATM had trouble coming back online from on the evening of June 9, 2025, it was unavailable for your use. Because of this outage, the ATM fees totaling $11.50 were refunded to your account on June 17, 2025. We have also verified that the ATM is functioning properly.
  We sincerely apologize for any inconvenience this situation has caused.

• Initial Complaint

  Date:05/29/2025

  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 am writing to formally express my concern and request clarification regarding ongoing inconsistencies with the overdraft service on my account. Over the past several days, I have contacted your customer service department multiple times and have received conflicting information from different representatives-at least 3 -4 separate responses in total. Specifically, I have been told that my overdraft limit fluctuates on a day-to-day basis, rather than being a fixed amount. This has never been communicated to me previously, nor is it something I have encountered in the past with this account. Furthermore, I have requested written documentation or confirmation of these policies to be sent to my email. One representative informed me that it was not possible to send such information via email, while another representative later said it could be done. This inconsistency has added to my confusion and frustration. I have been a loyal customer since my time in boot camp and have never had an issue or a complaint until now. I am asking for a clear, written explanation of how overdraft limits are determined and managed on my account. I also request prompt resolution of this matter and would appreciate direct contact for further clarification. Please feel free to reach out to me at ************ or ******************** at your earliest convenience. Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 06/11/2025

  Concerns that you
  have raised:
  
  You state you contacted the Bank regarding your overdraft limit and not being able to overdraw you account as much as you have been allowed to in the past. When you questioned this, you were provided different and conflicting information from the associates you spoke with. You were told that your overdraft limit can fluctuate as often as daily which you state was never disclosed to you. When you requested documentation regarding how your overdraft limit is calculated and that it does change, one associate told you they could not provide that information while another associate stated they could, this inconsistency added to your concerns.
  You further state you have had this account for several years and have not had any issues using your overdraft limit in the past which is the reason for your complaint.
  You are requesting a clear written explanation of how your overdraft limit is calculated and managed on your account. You are also requesting prompt resolution of this issue.
  
  Research into the
  matter reveals the following:
  
  Upon receipt of this complaint, all calls made to the Client Care Center were reviewed to look for and, if necessary, address any inconstancies in the information you were provided. Any necessary coaching issues were addressed with the associates.
  In reviewing these calls, it was discovered that you contacted the Bank on May 27, 2025 because you were attempting to make a purchase with your debit card and it was being denied. During this call, you expressed that you have always been able to overdraft your account and the transaction you were attempting was within the limit of your normal overdraft capabilities. The associates you spoke with did inform you that overdraft limits can change as often as daily. It was also explained to you that for your overdraft limit to be reset, your account must remain positive for at least one business day which you stated had never happened in the past. You also requested that documentation regarding overdraft limits be sent to you via email. One associate did state they couldn’t send the information to you while the next associate stated they could. This was addressed with the associates.
  Included with this response is a copy of the Deposit Account Agreement provided at account opening. Please see page 12 of this document for information regarding overdraft on your account as well as other options available to assist with managing overdraft on your account.

• Initial Complaint

  Date:05/07/2025

  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 talked to several Armed Forces Bank reps ** **** and ** *******, I also spoken to a supervisor name Angela today , last Friday I submitted two over the phone request to cancel both checking and savings accounts with both reps . Both reps checked to see if I owe any charges. I deposited 50.00 dollars into my checking account on may 1st. Both reps said I did not owe anything and I would receive a refund of fifty dollars. I talked to supervisor ****** today and she would not give any supporting help and also would not offer to wave charges after 25 years of service. I talked to ***** after about thirty calls to find a solution for 9.75 cents . She said she would forward this message to Tom , because the account has been sent to collections.** *** number is ************. He is the collection representative for the saving account. My question is why didn't the funds get taken out of the checking account and subtract the 9.75 cent from the 50.00 that was in my checking account , then close both accounts. I feel that I'm being blamed for armed Forces Bank error.

  Customer Answer

  Date: 05/08/2025

  Armed forces bank no longer have banks in the state of Florida, I called have called three time to cancel my savings and checking accounts, my checking account was only canceled, I was told that a check for fifty dollars would be sent to me , this money was leftover in my checking account. I put this request in with ** **** and ** **** . My saving account is still open and this account will acurr charges .

  Business Response

  Date: 05/12/2025

  Concerns that you
  have raised:
  
  You state you made a $50 deposit into your checking account with the Bank on May 1, 2025. You contacted the Bank’s Client Care Center on May 2, 2025 and requested that both your checking and savings accounts be closed. You were informed by the associate you spoke with that you would receive a refund for the $50 in your checking account and ensured that your accounts would be closed.
  On May 7, 2025 you noticed that your savings account had been closed with a negative balance owed of $9.75 despite your having been told that you did not owe anything and having been refunded the full $50 from your checking account.  When you contacted the Client Care Center to inquire why this had not been taken care of when you called to close the accounts and request it be taken care of, your request was denied despite your 25-year history with the Bank.
  You are requesting that the $9.75 be refunded to your savings account as you were misinformed by the Client Care Center that nothing was owed prior to the funds from the checking account being sent to you from that closure, and the account be closed with a zero balance. You are also requesting that any negative credit reporting that may have resulted from the charged off savings account be deleted.
  
  Research into the
  matter reveals the following:
  
  Our records indicate you contacted the Bank on May 2, 2025 to request the closure of your accounts with the Bank.
  The request for closure on your checking account was processed and a cashier’s check for the account balance in the amount of $50.45 was sent to the address listed on this response.
  The savings account had been administratively suspended with a balance owed of $9.75 on October 25, 2024. The associate you spoke with did not address this when you called to request the closure of your accounts as the account had been closed already. The associate should have investigated the savings account and conveyed that the account had been closed with a balance owed. Training was completed with the associate to prevent further instances of misinformation being given.
  The $9.75 balance owed on the savings account was refunded to the account on May 7, 2025 and the account reclosed properly with a zero balance. A copy of your statement reflecting the credit and reclosure is included for your review. All reporting for the closure of the account with a negative balance has also been deleted.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  Date:01/22/2025

  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.

  On Jan/14/2025 I made a $100.00 payment on my Credit Card balance, it's not Jan/22 and no payment has been posted to my account. Confirmation #********** (Paymentus portal). I called customer service, and they have me the credit card department phone number, I called them, and they stated they couldn't find a record of the payment to give it another 7- 10 days to post. This is unacceptable, as my payment normally post within 2 days.

  Business Response

  Date: 01/29/2025

  Concerns that you
  have raised:
  
  You state you made a payment of $100 to your credit card with the Bank on January     14 ,2025 and as of the date of this complaint, the payment has not been credited to your credit card.
  You further state you contacted the ****** **** ***ter to inquire about the payment and were provided the contact information for the credit card department who informed you that there is not a payment showing and to wait another seven to ten days for it to post. You find this unacceptable as your payments normally post within two days.
  You are requesting that the $100 payment be applied to your credit card immediately.
  
  Research into the
  matter reveals the following:
  
  Upon receipt of this complaint, extensive research was performed regarding the $100 payment you state is missing from January 14, 2025. The research revealed that due to a system outage, the vendor that provides the services for My Card Statement where your payment was made was unable to process the payment on the day it was supposed to be posted. A screenshot of the message from My Card Statement is included for your review.
  The $100 payment was posted, and back dated to January 14, 2025 to avoid any late fees or negative credit reporting from being assessed. Our records also indicate you have since used the credit card successfully.
  We sincerely apologize for any inconvenience this situation may have caused.

  Customer Answer

  Date: 01/30/2025

   
  
  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:01/06/2025

  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 went online trying to get a loan and the search gave several different companies although I didn't see this Bank and they reached out to me and said that they would give me the loan. So, they opened me a checking account and I had to change my direct from my bank to deposit to their Bank account that they set up for me. The amount of the loan they approved me $2400. I completed every thing NEEDED and my loan was ready use. Since, it was opened online I had to wait until I gotten to my debit card in the mail which I was told it will take 4-10 business days. However, the ONLY way that I could get any money was to transfer using ***** or transfer bank to bank! I could transfer money through ***** as Long as the person I'm transferring the money to are on my contacts list. Every time I tried that I HAD a problem and I had to call customer service. Ironically, the customer service representatives I spoke with really Wonderful. I've HAD to call every day since opening the account. The reason I needed the loan is because of a funeral and it's the holidays. Which it shouldn't have mattered if I've already been approved and funded in my account. Every day I had an issue transferring funds. I ALWAYS HAD TO call and verify the transfer and I was really getting frustrated being I needed the money now and I'm still waiting for my debit card. So, I finally the debit card as arrived in the mail today. I go online to activate the card and I can't get into the account.. I called to find out what's going on now and Rep asked me had I received a letter in the mail which I HAD NOT, the Rep said that Armed Forces Bank has decided not to do any business with me!! Now, I'm upset because they sent an email after I hadn't received a letter. Why did I just talk to them and not one representative mentioned that to me and evidently that decision was made on the same day my debit card came and now you don't want to business. None of this makes any sense!

  Business Response

  Date: 01/09/2025

  Concerns that you
  have raised:
  
  You state you were online shopping for a loan and although you did not see Armed Forces Bank while searching, you received a loan offer from them. You completed the application via the Bank’s website and were approved for a loan in the amount of $2,400.
  One of the stipulations of the loan was that you had to open an account with Armed Forces Bank, which you did. Both the checking account and the loan were opened on December 30, 2024. You also transferred your direct deposit from your other bank to Armed Forces Bank as you were directed to do so.
  Since your accounts were opened online, you were informed that it would take 4-10 business days to receive your new debit card. While waiting on your debit card to arrive, you needed access to the loan proceeds and had either send a bank-to-bank transfer or use ***** as you are not located near any of the Bank’s branches. Each time you attempted to send a money transfer through *****, you had issues with it and had to contact the Bank’s Customer Care Center for assistance to get the transfer completed. These issues caused you to have to contact the Bank every day since the day the account was opened.
  You further state your debit card was received on January 6, 2025, when you went online to activate your card, you were unable to access your accounts. This prompted you to call the Customer Care Center again at which time you were informed that the Bank had made the decision to close your accounts and not do business with you. This came as a surprise to you as you had talked to the Bank every day, and no one had told you about your accounts being closed.
  You are requesting the reason for the closure and for the Bank to contact you regarding this.
  Research into the
  matter reveals the following:
  
  Our records indicate you applied, and were approved for, a loan in the amount of $2,400 on December 30, 2024 and that a checking account was also opened for you the same day. 
  In researching your complaint regarding account closure and discussing with other members of the Bank’s management team, it was decided that your account should not, and will not, be closed. Both your account and your debit card are open, active and available for your use.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  Date:12/22/2024

  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.

  On 9/13/2024 an account I had opened at Armed Forces Bank. This account was opened while my husband was an was an employee. In his job in IT business solution he had to test new online account opening. He would open several accounts and then would have someone close them. After leaving Armed Forces Bank in May of 2021 he thought that all of the accounts at both Armed Forces Bank had been closed, though due to the charge of notice I received that was not the case. I received no notices from the bank by mail or email. The final charge of notice was received by mail. It would have been nice to have received some sort of notice prior the charge off email. On there website there is not an option to file a complaint only a chat bot that does not return information on filing a complaint. On 9/24/2024 and on 9/27/2024 I emailed Yolanda Clark to let her know about the issue. She said she would have her regional manager address the issue. This never happened. I am requesting the charge to be remove from whatever agency they report charge offs to and also if they report this to a credit bureau to have the record received.

  Business Response

  Date: 12/31/2024

  Concerns that you
  have raised:
  
  You state your husband is a former employee of the Bank’s IT team through May of 2021. As a member of this team, multiple accounts were opened to test new online account opening processes and these accounts were normally closed shortly after having been opened.
  In September of 2024, you state you were notified of two of these such accounts that were not closed as they should have been and were charged off with negative balances. You received no notification of the accounts having been charged off prior to these notices
  You further state you contacted the Bank upon receipt of the notices and were told the situation would be taken care of however, this did not happen.
  You are requesting that the charged off accounts be taken care of due to the situation in which they were opened and not closed as they should have been. You are also requesting that any negative reporting that may have been submitted due to these charge offs be immediately removed.
  
  Research into the
  matter reveals the following:
  
  Our records indicate two checking accounts were opened and eventually charged off. DDA ending 4785 was opened on August 19, 2020 and charged off on February 3, 2021 with a negative balance of $19.50. The second which ends in 8678 was opened on October 8, 2020 and charged off on February 9, 2021 with a negative balance of $18.50.
  On June 24, 2024 the negative balances on both of the accounts listed above were waived and the charge offs removed along with any negative reporting. I have included copies of the closing statements for your review.
  Should you have any further questions or require any assistance, please feel free to contact me directly at the email address listed below or at *************

  Customer Answer

  Date: 01/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******7, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ***** *******

• Initial Complaint

  Date:11/26/2024

  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.

  On 10/30/2024 I received a notice from ****** ****** in Loss Prevention related to the closure of my accounts. This is believed to be due to a dispute I had with ***** in the Debit Card Disputes department. I was attempting to dispute a charge in the amount of $3,000.00 (Dispute ID *****) and she argued that I did not send it, despite proof that I did utilizing an email time stamp. I then left a voicemail to speak to her manager on the subject that was not returned. The following day, 10/30/2024 is when I got the account closure notice which I felt was retaliatory in nature. On 11/26/2024 I contacted the resolution department again and spoke to ***** ****** requesting an update and was informed that it was closed and denied. When I stated that circumstances changed (the deal was voided and now the merchant was refusing the process a refund) and I requested to appeal the decision (as is my right) that wasn't possible.
  
  I believe that Armed Forces Bank had closed my accounts in retaliation of me raising concerns about ***** and further did so with the dispute.

  Business Response

  Date: 12/04/2024

  Concerns that you
  have raised:
  
  You state on October 30, 2024 you received a letter from the Bank regarding the closure of your accounts. You feel that the closure of your accounts was done so as retaliation for an argument you had with an associate of the Bank who works in the dispute department.
  You further state you filed a dispute on a transaction made on your debit card because you canceled your arrangements with a merchant, and the merchant refused to refund your money. When you contacted the Bank on November 26, 2024 to check on the status of your dispute, you were informed that it had been denied and closed. You also feel the denial of your dispute was retaliatory.
  You are requesting the $3,000 transaction you disputed be credited back to you.
  
  Research into the
  matter reveals the following:
  
  Our records indicate that on November 1, 2024 you filed a dispute on a $3,000 transaction used for a downpayment for the purchase of a vehicle. In your dispute letter, you state the car had issues that were not conveyed to you at the time of purchase and that you requested the car dealership pay for the repairs. The merchant told you they would take care of the repairs but, at the time your dispute was filed, they had not done so which is why you were disputing the transaction for the downpayment.
  Extensive research was conducted and it was found that because you chose to decline the extended warranty package that was offered and, because it is very clearly listed in the terms and conditions that were provided in the agreement with the merchant, the Bank is not liable for this and the charge is not fraudulent as you agreed to the terms and conditions as provided by the merchant. The dispute lies between you and the merchant, and they will need to refund the $3,000 transaction amount to you.
  Regarding your account being closed, this was not done in retaliation as you may feel it was. As outlined in the Deposit Account Agreement provided at account opening, the Bank has the right to close any account at any time per our discretion. Please see page 25 of the included document for information on this subject.

• Initial Complaint

  Date:08/20/2024

  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.

  This bank is refusing to mail me
  My credit card I reported was lost stolen over a month I’ve been waiting for a card in the mail and have reviewed nothing from them they refuse to send me my credit card

  Business Response

  Date: 08/21/2024

  Concerns that you
  have raised:
  
  You state the Bank is refusing to mail you a new credit card. You state you reported the card was lost or stolen over a month ago and you have been waiting on a new card to be received and to date, that has not happened.
  You are requesting that a replacement card be sent immediately.
  
  Research into the
  matter reveals the following:
  
  Our records indicate you called on July 22, 2024, reported your card as lost and requested a new card be sent. A new card was issued to the address listed on this complaint response on July 24, 2024 as per your request.
  You contacted the Bank again on August 14, 2024 to report that you had not yet received the card and to request another replacement. Another replacement card was issued on August 16, 2024 again sent to the address listed on this response. Per the US Postal Service, standard mailing time is between 10 and 14 days. Should you continue to have issues receiving your mail, please contact your local postmaster and report the issue.
  The Bank has never refused your request to send a new card and has done so each time you have submitted the requests.

• Initial Complaint

  Date:07/18/2024

  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 lost my card, there were fraudulent charges, I did what I was required to do. I reported my card lost or stolen and disputed the fraudulent charges. I was told a new card would be issued. 2 weeks later no card, called customer service, I was spoken to incredibly rudely and ultimately hung up on. I called again to close my account due to the poor treatment of this banks representative and was then told I can't close my account unless I visit a branch. I live in California, the closest branch is accross the country!?

  Business Response

  Date: 07/22/2024

  Concerns that you
  have raised:
  
  You state you lost your credit card and unauthorized transactions were made on it. You reported the card lost and filed a dispute on the charges and were told a new card would be issued. It has been two weeks since this was done, and you have not received a replacement card.
  You further state when you contacted the Bank’s Client Care Center, you were treated poorly. When you discussed the possibility of closing the account because nothing you had requested had been done, you were told you would have to go to a branch to close the account.
  You are requesting that a new credit card be sent to you and the dispute filed as you requested. If this doesn’t happen, you want the account closed and the monies sent to you immediately.
  
  Research into the
  matter reveals the following:
  
  Our records indicate you contacted the phone number for the Bank’s credit card processing company on July 9, 2024 to report your card as lost and begin the dispute process as there were multiple unauthorized transactions however, you disconnected prior to verifying your address for a new card to be delivered to.
  You called again on July 18, 2024 inquiring about the card and stated you wanted to close the account because you had not received the card yet however, you still did not confirm your address during that call to get the card sent out.
  It is our policy to confirm the client’s address before sending new cards to ensure that we have the correct address on file.
  Upon receipt of this complaint, a new card was reissued via overnight mail to the address listed above. The new card will arrive on July 23, 2024.
  The dispute has been opened and as with any dispute, will be completed as soon as possible and the funds credited back to you as appropriate.
  We apologize for any inconvenience this situation may have caused.

  Customer Answer

  Date: 07/24/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  First, there were 5 phone calls in yoyal, all of which I.went through full verification, social security number, name first and last, spelling of both and my full address each and everytime. 

  I ess waiting to respond to Armed Fotces rrply until the w3rd had come and gone as yhey stated that a new card was.over nighted and eoukd be here by end of day on the 33rd of this this month, which was yesterday. 

  I wish I eould have received it and they had done what they stated they would, yet again I was told something would happen to.rectify the situation, that was proven to be a mistake on my part, yet again. 

  As of today the 24th of July, I have yet to receieve my card. They didn't provide the tracking number, which would have been generated at the time of shipment so I am unable to even check the status and see if for whatever reason it has been delayed or if Armed Forces simply failed, again, to do what should have been done weeks ago.

  I have been a good customer and always paid in a timely manner but feel as if I am being given the runaround in regards to.a simple rectification of an issue.

  In regards to the unauthorized charges, I have yet to receive any correspondence in regards to if a case has been open, what the status is or an expected date of completion. As far as I can see on my online account information, everything remains and doesn't show as disputed or anything. The fcat that the usage jumped incredibly and unusually and multiple charges made at the same store and cities I have never been to, I eoukd think should have triggered a red flag and potential fraudulent activity. 

  I just want these issues resolved and I can mive past this incident.

  i am hoping this is just a fluke and not a bigger reflection of what my continued relationship with Armed Forces would hold if the banking relationship were to continue.

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

  Business Response

  Date: 08/05/2024

  Concerns that you
  have raised:
  
  You have rejected the response submitted on July 22, 2024 because you did not receive a new credit card on July 23, 2024. You also state the Bank’s reasoning behind the card not being reissued due to lack of address verification is false as each time you call the Bank you are required to verify your address.
  You further state you have received no correspondence regarding your dispute having been opened or an expected timeframe to be credited for the unauthorized charges.
  You are requesting that the new card be delivered as promised and that a credit be provided for the disputed transactions.
  
  Research into the
  matter reveals the following:
  
  Our records indicate the card was delivered and activated on July 25, 2024. Regarding the address having not been verified, your call was to the Bank’s credit card processing company. All the information you state was verified would have been with the Banks’ Client Care Center which is different from the credit card processing company.
  Our records also indicate you were credited $1,020.02 for the disputed transactions on July 30, 2024.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  Date:04/11/2024

  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 been trying to get access to my checking account for months now. Any time that I try to recover it with my email or social security number, it doesn't work or it simply says that my account does not exist. I have been banking with Armed Forces Bank for over a year now, and had access to my account before. I have been calling for days, and have waited up to 30 minutes on the line but no one has answered. I have tried the chat option on their website, but the person just told me to keep trying their recovery link that does not work. I just want to get access to my account.

  Business Response

  Date: 04/15/2024

  Concerns that you
  have raised:
  
  You state you have been attempting to access your account online for months but have been unable to do so.  You have tried numerous times to recover your online account using your SSN and email and it either doesn’t work or states that your account does not exist.
  You further state you have called and chatted with bank employees numerous times as well and are told to continue to use the recovery link that does not work.
  You are requesting that online access to your checking account be restored.
  
  Research into the
  matter reveals the following:
  
  Upon receipt of your complaint, a supervisor from the Bank’s online banking team spoke with you and offered to help you get back into your online banking account. When speaking with her, you stated you did not have time to talk with her. She also offered to call you back at a time that was more convenient for you which you also denied. When you have time, please either call the supervisor back or use the chat function on the website to get assistance from an online banking employee.