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Business Profile

Credit Union

Affinity Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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    Customer Complaints Summary

    • 83 total complaints in the last 3 years.
    • 33 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/27/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Applied for a checking account and it was denied due to "information contained in a *********** report". I pulled my report and there is no negative information reporting. I called and asked what to do, and they suggested I reapply. I asked what to do differently to avoid having a denial due to ***********, and was told "I don't know". Well either fix my application, or remove the inquiry from ***********. I don't accept "I don't know" as an answer. That is totally unacceptable.

    • Initial Complaint

      Date:08/16/2024

      Type:Billing 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 had been in contact on several occasions via email as to when I could make or schedule loan payments when behind. Never an issue always contacting when I knew I could pay as the state of economy have caused many financial difficulties since covid. I have emailed several times on the totals not adding up or correct amount due, have not received response since. Now all of a sudden I get banking app set up so not to have to keep paying extra $5 each time on their bill pay website, cant make payments at all on either. I have not defaulted past 2 months & planned to catch up now that things are improving this month. Have let them know in July & was asked if caught up if I would be interested in automatic payments from there on. I believe email was with *********, whom said she noted ************ wife paid amounts earlier than stated as last one was $250. August payment is not even due yet (comes due August 27, not late until Sept 11) I beliyit has been added to amount due so that I cant make payment & puts account in default which it should not be!! Im so frustrated that no one gets back to me. I cant always answer calls so I do keep email contact often. Now complete silence when correspondenting! I have been happy until now with ****************** service , & almost out of financial difficulty by few days & cant make payments. Have sent $800 in total in beginning of July why not Aug? And back to current & everyone is happy. Ugh

      Business Response

      Date: 09/16/2024

      On September 16, 2024 a letter was emailed to Mr. **** confirming his loan is in good standing.  

    • Initial Complaint

      Date:08/14/2024

      Type:Product 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.
      They repossessed my card stating that I didn't have insurance..then I received an email from them stating I missed May ..June and July car payments ..which was not true I have copies of the withdrawal from my bank account...I have been trying to reach them but no one picked up the phone

      Business Response

      Date: 10/01/2024

      A letter was emailed to Ms. ******* on October 1, 2024 in response to her complaint citing the explanation of her account.

       

    • Initial Complaint

      Date:08/07/2024

      Type:Sales and Advertising 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.
      In April 2024 I had lost my job. I requested through their self service portal for a deferment on my loan.
      The deferment was for approximately 2-4 weeks. I was able to pay on my statement for the month of May.

      The date the deferment was up, and thereafter I had tried contacting the bank to set up payment plans to avoid delinquency as I have been a customer for nearly 3 years.

      I had been unable to reach anyone by calling **********, so I attempted ********** for which either it sent me to voicemail or hung up. I have attempted contact about 17 times, with numerous emails requesting that they call during certain times of day to discuss my account.

      They had called me during times I was unavailable and when I called back I was still unable to reach anyone.
      As of Monday, August 5, 2024 I was notified when I did reach this "collections dept" at the number ending in **** that I am 77 days past due and an order for repossession has been out on my car since July 20, 2024.
      I requested to make arrangements to pay on the past due balance for which they told me it needed to be paid in full (about $1,400). I explained I had just started a new job, and could not pay that in full. I asked to speak to a supervisor 8/5 when i had called a second time to which they referred me to the member services email. I received a member services email back telling me to call the above number ending 0116.

      I'd also received a call from Dave at **********, which I had attempted to call about 6-8 times today - 8/7/24. I have left several voicemails explaining my frustration.
      I called the number ending in ***** and when the customer service rep advised me that my payment is now 79 days past due, I explained that I understood and wanted to resolve this so I could continue to pay my car loan and enjoy my vehicle. The gentleman then stated he would have a supervisor call me, and hung up abruptly.

    • Initial Complaint

      Date:08/01/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 had a credit card with Affinity FCU for 2.2 years. For the entirety of this time, they have had no method to schedule an autopayment for the statement balance or minimum payment on the account. That means, that for 2.2 years, I have had to go into the account every single month and manually schedule payments. I have requested that they add an autopay feature around once or more per month since May 19, 2022. They have had numerous requests & over two years to consider and repeatedly ignore my request and reasoning for how adding an autopayment feature would be a simple thing to implement that would radically improve the quality of life of their customers & could also decrease their nonpayment rate on their accounts. The lack of autopay leaves more room for mistakes, forgetfulness, etc (I have to rely on numerous monthly reminders to make my payments but I am not always in town or available to do so), and nonpayment is harmful and expensive to customers *************** ********************** scores, which could translate into thousands of dollars of harm. I have 16 credit cards with banks and credit unions of varying sizes, from all over the country and Affinity is the only one that does not offer autopay on their credit cards for the statement balance and minimum balances. The only one. I have tried for years to resolve this and I have been ignored and told they would let me know but nothing has been done & I have not been informed of any updates. I do not even know if decision-making-bodies have seen or considered this idea, nor their reasons for ignoring it. I would love to hear their reasoning; the only one I can imagine is a predatory reason, to profit off the late charges and additional fees and penalties they get to impose on their customers when they miss payments. This is a normal risk a customer accepts when they sign up for and use a card, but we do not even have the option of protecting ourselves with autopay. Please inform them of my complaint/request to implement

    • Initial Complaint

      Date:07/18/2024

      Type:Billing 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 been in good standards with this bank and I woke up this morning and they put me in the negative because my old card got stolen I did a police report and everything. They have me in the negative balance I get disability I will not be able to pay the negative balance that's definitely not fair

      Business Response

      Date: 07/29/2024

      The complaint from ****************** is currently being investigated.

    • Initial Complaint

      Date:07/12/2024

      Type:Order Issues
      Status:
      Unanswered
      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 car loan with this company that included GAP insurance. I recently paid off the loan and expected my GAP to be refunded. But, they are not because of a fine print contract stating I lose my insurance refund after 60 day of my loan.

    • Initial Complaint

      Date:07/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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 May 2, 2024 I submitted a Check to Affinity Federal Credit Union. A check I received from the IRS. The Bank has held my verified check for over 30 days and I am demanding my money be released to me. I attached proof of check verification given to me directly by The IRS . The check amount is $363,969.07. I am awaiting my funds. The initial hold was 3 days then 21 days then they added another hold when I entered the Branch to retrieve my funds. This hold has been done out of bias judgment regarding my race and wealth and Affinity will be held accountable especially for the losses that are occurring due to this hold. IRS has already verified my check. They are not legally able to hold my funds any longer.

    • Initial Complaint

      Date:06/19/2024

      Type:Order 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.
      My car was stolen in ******* (2017 Land Rover Discovery Sport) financed with Affinity Credit Union. In my financing I added GAP insurance. After they were paid from the insurance company, my GAP insurance only covered $300 of a $2000 deficit. I paid for GAP monthly with my payment. How is it that I owe money and they only paid a small portion???? No one there has explained this to me and its super hard to get in contact with someone. I need help in alleviating this matter.

      Business Response

      Date: 07/01/2024

      The response to ************************ is being researched to compose an accurate response regarding the member's complaint.  

       

    • Initial Complaint

      Date:05/16/2024

      Type:Billing 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.
      In 2022 I made this biggest mistake of my life. I thought switching my auto loan to Affinity Federal would be a good move for me however from the start it has been a catastrophe and has been spiraling since. Let's start with their app is useless and nonfunctional, creating an online account should not require a migraine. Second, due to difficulty creating the online account my first payment was late. When I was finally able to get in everything was fine however, I was strugglin-+g to get caught back up. I called and asked if I could have my account auto debited every 2 weeks half of my car payment and was advised I could not do that....why? It's 2024 this isn't 1978 rocket science. Moving forward I had tried to apply for deferments to pull myself out of the behind payment and was denied with no real explanation as to why. I had kind of folded at that point and continued to try my best. Then emails started coming him last year saying my car was up for repossession, it was the scariest email I had ever received. I took care of what I could. Now in 2024 things have gotten so much worse. I get emails saying they have been trying to contact me -but have been unsuccessful, I reply with no response from them and answering calls is difficult when I'm at work. When I try to callback back to the ************ from the emails, I waste all my breaks and lunches on hold. I am currently on hold as we speak, it's been *************************************** take my debit card info and debit my account every 2 weeks that's all but I can't get a hold of anyone.

      Business Response

      Date: 06/18/2024

      On June 18, 2024 a letter was emailed to ****************** reiterating her conversation with AVP Loss Mitigation and citing the agreement made.  

    Affinity Federal Credit Union is NOT a BBB Accredited Business.

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