Complaints

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

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  Affinity Federal Credit Union

  73 Mountainview Blvd PO Box 621 Basking Ridge, NJ 07920-3849

• 

  Affinity Federal Credit Union

  275 US-202/31 Flemington, NJ 08822

• 

  Affinity Federal Credit Union

  254 Easton Ave New Brunswick, NJ 08901-1766

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:04/10/2024

  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 had a auto loan with this credit union and then traded my vehicle in which I then was getting a refund check from my warranty contract , which I was told goes to the auto loan place (affinity fcu ) first then the mail it to me , It has been almost 12 weeks and the check was sent to affinity FCU on 3/26 . They state they do not have it but warranty place confirmed they have it . I would just like my refund check . This company is so hard to deal with in trying to contact help with them .

  Business Response

  Date: 05/01/2024

  A letter dated May 1, 2024 was emailed to **************** in response to her complaint.

• Initial Complaint

  Date:03/21/2024

  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.

  My mortgage company collected my tax payments and placed in escrow but then did not pay my taxes for 2 quarters in a row Then they connected me with someone to resolve the issue and he has not followed through on commitments and how they stated they would resolve the issue

  Business Response

  Date: 04/02/2024

  The complaint has been referred to an attorney and a letter emailed to ************ on April 2, 2024, with the attorneys contact information.   

  Customer Answer

  Date: 04/02/2024

  Hello All,

  I have reviewed my e-mail as well as the secure e-mail on the Affinity website and do not have correspondence from an attorney.

  E-mails I have received 4/2/24 (today) that include "Affinity" anywhere in the e-mail are: one with the subject line "*******, we're fully committed to your overall wellbeing." and the one from the BBB alerting me that you have replied.
  

  Please provide me with further information.

  Regards,

  *******

   

  Complaint: 21466205
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/03/2024

  A Certified RRR letter was sent to on April 1, 2024.  

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising 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 had a car loan that was paid off deducted monthly from my bank account. Car loan is paid off. I received on my credit reports a delinquent ********************************* a 47 point decrease in my credit report. This was reported to credit bureau Feb 1st **** I Verified with company it was paid off. I had a 100 % payment history and a $0 balance . My credit report shows as a delinquent account that has not been removed off my credit I also , have not received the car title . The car is paid for and I need my title. Have made several calls to Affinity . Results needed = MY CAR TITLE and the negative delinquent removed from my CREDIT REPORT I have every transaction from my bank

  Business Response

  Date: 02/16/2024

  Affinity is researching the complaint to respond to ******************.  

• Initial Complaint

  Date:01/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 didn't authorized opening an account with the ********* **** ***. I've made a call to my credit union, Affinity Fed Credit Union, concerning two transactions.
  Oct. 8, 2023 for $15.00 and
  Jan. 8, 2024 for $15.00.
  I don't know who opened up the account and charged my account those two transactions. Was it ********* **** ***. or Affinity Federal Credit Union since they are the ones who offered the Disability ***urance thru them. I called Affinity and they patched me in their call to Minn.****. I explained to them that the account was not with me. Apparently they will send me paperwork to close the account. WHAT? Does that make sense? I am not the one who opened the account. So how am I authorizing them to close an account in which I have nothing to do with it? To have disclosure, I did open an account back in 2004 thru Affinity FCU and closed it in 2016. To have the account reopen with my authorization and take money out of my account seems criminal to me. How many other accounts are being opened without peoples' consent? Please look into this. I want my $30 back and further investigation as to what truly occurred (or occurring for that matter).
  Account in question: *********
  (Thank you to 'Samantha' (AFCU) for being a patient listener, and doing what she can to help.)

• Initial Complaint

  Date:01/27/2024

  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 Financed a Car with Affinity Federal Credit Union, in Aug 2019 Of course with Covid we had some delays been back since 2022. I spoke to them and we made a ACH arrangement every month from Feb 2023- to present of $678.00 for payments. I was def scammed. And On December 29th 2023 a Repossesion was on my car and woke on Janaury 26 my car was gone, and was told the following:********************* Fri, Jan 26, 4:37PM (1 day ago)to me **********************************Unfortunately at this juncture, if you wish to redeem the unit, you will have to payoff the loan in full.The last payment on the loan was made 8/15/22. You will have until 2/10/23 to pay the loan off. After this date the unit will be transported to an auction house of sale.Be advised that contractually, all signers on the security agreement will be responsible for any deficiency balance. You will receive a notice from us, once the unit is sold and the remaining balance due and payable to Affinity FCU, to zero out the loan.Thank you. ********************* Loss Mitigation Manager MEMBER CARE DEPARTMENT Call or Txt ************ Affinity Federal Credit Union Belong to something better.To my knowledge i was under impression after 90 days you are contacted. and should have been repoed one year and 4 months ago, where is my money and my car?

  Business Response

  Date: 02/23/2024

  A letter was emailed to ****************** on 2/23/24 explaining the timeline of events as they relate to his automobile and further action required by him.

  Customer Answer

  Date: 02/23/2024

  
  Complaint: 21210405
  
  I am rejecting this response because: 

  In nov 2022, I ***************************** spoke to **** who asked for payment we were behind and I paid it over the phone with my Bank Card, total was $1,944 she also said she would have someone from the financial office call me, with ACH set up, she could not have done that she did take payment. 

  I see that your letter, states the following:

  Your auto loan originated on August 20, 2019 Yes
  The last payment received: August 15, 2022 Nov 2022, ******* Card. (2 days later, A call set up ACH with Affinity Credit union routing Number ********* acct#
  The loan was charged off: November 18, 2022.( interesting???)
  The vehicle was repossessed: January 26, 2024. Why if i was behind from Aug 2022, why did the Repossession take place Dec 29, 2023, I have a Copy of the Order.

  Showing a Copy of the Purchase, WHY when we were behind 90 days (Nov **** Called) where did this money go? Why did it take one year 4 months for the Repossession to take place?

  During Covid there were many calls, to My father in law and myself because the World was shut down everyone was behind,  When i spoke to Affinity **** was her name, She stated and her Exact words were we Emailed *************************, I then said interesting he is 84 and does not have email, she replied, you are right not email on record, then i said why did you  not call him, again her response was the number we have is ************, well thats not his number, During Covid you called him on his  home number, Please affinity get your act together we received phone calls all the time, then I call on January 26, 2024 to find out, that none of my ach were going to my car, devastated i am, My Concern about this bank and Credit union, is no one called us to tell me i was behind and I could of Saved $14, 400 being robbed from someone in your Organization, I have contacted an Attorney and i will get to bottom of this.
  Examples of Payments out of my account, I requested all my bank statements 
  Dec 14, 2022 Loan Payment AFCU DD ******* WEB ID: ********** $643.42
  Jan 14, 2023 Loan Payment  AFCU DD ******* WEB ID: ********** $643.42

  
  Regards,
  
  *****************************

  Business Response

  Date: 03/06/2024

  We have reviewed our records and confirm that during the repossession process we were unable to locate the vehicle.  Several attempts were made to contact the member which were unsuccessful.  Subsequently after not being able to contact him we had to engage a third party to skip trace the vehicle.  As of January 26, 2024 the loan was past due and the vehicle was located and repossessed.

  Customer Answer

  Date: 03/06/2024

  
  Complaint: 21210405
  
  I am rejecting this response because:

  I was unaware of the truck Being behind on payments, When we called and Spoke to ***** ** were told ************************* was emailed, that's untrue because he is 84 and does not have email, no correspondence from Affinity by phone because **** said number was disconnected, that also is in accurate, ************************* has had the same number, since 2000 ************, she recited a number to me that is not anyone's number, on March 15, 2020 we spoke to Affinity ****** and I re: Address Change for Co Maker from ********************************************************, to **************************************************************** with phone number of ************, and we never received any correspondence until we were behind During *****,  you had correct information during Covid. when i spoke to Affinity on Jan 26, 2024 my address was still at ***************************** Please advise why my Vehicle was placed on Repossession List as of 12/29/23 when i was already behind 678 days as per your records. 90 days the truck should have already taken.

  who stole my money within, that was being ACH drafted every month on 14th???
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/10/2024

  Affinity is further researching ********************** complaint.  

• Initial Complaint

  Date:01/25/2024

  Type:Sales and Advertising 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 refinanced my vehicle with Affinity in 2021, at a point where I was financially inexperienced and looking to lower my interest payments. I was deceived and lied to by Affinity Federal Credit Union and given a predatory loan, with insane interest costs. They also did not credit the principal I had paid to my previous financer, so essentially when I refinanced with Affinity they started my loan back from the purchase price. This lost me over $3,000. It was never once explained to me the total interest they would be taking from me, and I was never given an explanation as to why they obscurely added $3,000 to my loan principle. It is impossible to contact their customer service center for answers, and aside from that, I do not enjoy confrontation so I don't feel it's my responsibility to argue my case when it was their intentional deception and fraud to begin with. I understand I have waited a few years to pursue this complaint, but the full reality of how bad they have destroyed my financial comfort has recently become very clear as my financial literacy grows. I am looking for resolution. I understand I cannot just have them forgive my loan but I feel I deserve some sort of compensation for how bad this has destroyed my finances. Affinity is extremely predatory and I wish to warn others that despite their title as a credit union, they are more deceptive and profit-driven than the big banks. By far the worst financial decision I have ever made was choosing to use Affinity as a lender. By the time my vehicle is paid off, I will have paid over $24,000 for a vehicle I purchased for $17,000.

• Initial Complaint

  Date:01/25/2024

  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.

  On 7/30/2022, my husband and I went to AFCU in Hillsborough, to sign a HELOC loan, the rate was about 3%. At that time they explain to us that the rate will increase after the first year.
  
  I have always made all my payments on time, using the AFCU app, transferring the corresponding amount from my checking account ending in the number **** to the HELOC account.
  
  On 08/24/2023, using the AFCU, I made an internal transfer of $1,600.00, from the available credit in the HELOC account to my checking account with ending *****.
  
  On the same date I also paid the HELOC installment for the month of August through an internal transfer from my checking account to the HELOC. The amount of the August/2023 installment according to the statement in the AFCU app was $180.00, which I paid in full.
  
  On 09/18/23 I paid the September installment, by an internal transfer from my checking account to the HELOC account. The amount of the September/23 installment according to the statement in the AFCU app was $180.47, which I paid in full.
  
  On 10/28/23 I paid the October installment, by an internal transfer from my checking account to the HELOC account. The total amount of the October/23 installment according to the statement in the AFCU app was $180.38, which I paid in full.
  
  On 11/28/23 according to the AFCU, my installment was raised to $339.02. This increase seemed exorbitant to me but I knew that the interest rate would go up after the first year. So, I paid it in full through an internal transfer from my checking account to the HELOC account.
  
  Looking in the transaction history I realized that the payment I made in October was applied only to cover interest. I called customer service several times to ask for clarification and when I was finally able to speak with a live representative, she told me that everything was fine with my account, and explained that “probably” due to the adjustment for the increase in the HELOC rate, my statement was not showing yet the correct balance, however, that should be fix the next month, so I waited patiently for my December statement.
  
  On 12/22/23 according to the AFCU app, my installment was $339.18. I paid it in full through an internal transfer from my checking account to the HELOC account.
  
  However, despite having paid my installments on time each month and for the total amount that appeared in the AFCU app, my total HELOC balance had not decreased since 09/18/23.
  
  At this point I was extremely concern, but every time I called customer service no one could explain to me what happened to my account, so on 01/13/24 my husband and I personally went to AFFINITY in Hillsborough, and after waiting for 40 minutes we were able to talk with a representative that couldn't explain to us the reason why our payments were only applied to interest. He said that “probably” when I transferred the $1,600.00 from the HELOC available credit to my Affinity checking account, I may have pressed a button to change from Traditional HELOC to Interest-Only HELOC. To which I responded that when a client uses the AFCU app to make internal transfers from a HELOC account to the checking account, there is not an option that allows the client to change the terms of the HELOC contract, so it was impossible for me to have requested that. Then this person took all our information and assured us that someone from the HELOC department would contact us the next business day, something that never happened.
  
  Finally, and after multiple and insistent phone calls, on 01/18/24 I got in touch by phone with Mrs. Cheryl Daniels, who after a few minutes of reviewing my account, told me that in October of last year, due to the increase on my HELOC rate, the amount reflected on the AFCU app corresponding to the installment that I was required to pay did not even cover the interest of that month and for that reason since then, there was a unpaid interest balance that has been accumulating day by day until this date.
  
  I asked her why she was the only person at AFCU who knew why my payments were being applied to cover interest only. Why after all the phone calls I made to customer service regarding this matter, I did not receive any notice about this situation via note, email, or phone call? Why was it that when my husband and I went to the Hillsborough branch no one could give us an answer? Why even after our visit did no one contact us, and if it weren't for my insistent calls we would never have known about this situation.
  
  Mrs. Daniels responded that loans generate interest and that I am supposed to know that.
  
  I responded that I knew that loans generate interest, and I was aware that my HELOC rate will increase after the first year. I already notice it by the amount of the new monthly installment. But, how was I supposed to know that the new monthly installment I was required to pay through the AFCU app did not cover the total amount accrued in interest plus the portion intended to discount my debt, if not even the AFCU employees could figure it out. Forthermore, how would I know what was the right amount I had to pay to cover interest and deduct my debt, if that information was not available in the AFCU app, and I had not received any type of communication about it.
  
  Then she walked me through the AFCU app to look at my HELOC Details. There was a total of $ 322.69 accrued interest, that she told me was the unpaid interest. She said that after I paid that amount, the payments I made on 11/28/23 and 12/28/23 to my heloc account would be adjusted to reflect the portion that applies to interest payments and the portion that applies to deduct the balance of my loan.
  
  Since I didn't have enough balance in my checking account, she told me to email her as soon as I made a deposit to give her authorization to help me make the payment from my checking account.
  
  On 01/19/24 early in the morning I went in person to AFCU in Hillsborough to make the deposit into my checking account and cancel the accrued interest on my HELOC account. The cashier did not know how to process my payment and told me she would call Mrs. Daniels to find out how to proceed. At that point I was already late for work, so looking to expedite the process I sent an email to Mrs. Daniels authorized her to process my payment from my checking account to my HELOC account, but in the end the teller managed to speak with Mrs. Daniels, and was able to process my payment. There I realized that I definitely would never have been able to make the payment using the AFCU application, since not even the teller knew how to proceed.
  
  Later on that date I contacted Mrs. Daniels by phone to ask when I would be able to see the adjustment on my previous payments to reflect the correct balance on my HELOC account, she told me that what I had paid in October, November and December 2023 was applied to interest, and that she had never told me that those payments be adjusted to reflect the portion that applies to interest and the portion that applies to deduct the balance of my loan. That I would see this after paying my January installment that is due on 01/28/24.
  
  After this whole nightmare, my HELOC loan is still accruing interest, and as of today 1/25/24 it is $63.36.
  
  For all of the above, I request that an investigation be initiated to clarify what happened with my HELOC account, and that any amount of accrued interest be fully waived.
  
  I am requesting detailed information about the date the interest rate increase occurred, and what my new monthly payment amount was supposed to be on that date, in order to cover the interest portion and the discount of my debt.
  
  I request information about what was the criteria that was taken into account to apply an interest rate of 9.25% to my HELOC account, since the current rate for that type of loan is 8.75%.
  
  I request that Affinity Federal Credit Union take responsibility for failing to timely communicate to me the correct amount to pay after the rate increase on my loan occurred so that my HELOC account would not incur any accrued interest, and that Affinity Federal Credit Union makes the necessary adjustment so that the payments I made in October, November and December 2023 will be applied not only to pay interest but also to deduct my loan balance.
  
  I request that a paper copy of my HELOC loan statement be sent to me from now on at my address at *** ******** ******* ************ *** ***** or by email to *****************. And likewise, inform me of any change in the terms and conditions of my HELOC loan, of any unpaid balance, or any other situation that may affect the correct maintenance of my account.
  
  Thanks for your consideration.
  
  **** ** ******** *******

  Business Response

  Date: 07/02/2025

  A letter was emailed to Ms. ******* on January 25, 2024 in response to her complaint.

• Initial Complaint

  Date:01/17/2024

  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 paid my payment for my car loan on 11/24/23 two times in error they returned one payment by mail to me on 11/30/23 ****** by check I thought it was all taken care of they sent my duplicate payment by check. But then they ***** a Payment Reversal / AFCU Electronic Online Electronic Charge Back to my checking account on 12/18/23 through my debit card my bank never received it. They deducted that money from my car loan payment for November and made me pay it Again for November 24, 2023. So I paid they made me pay two times for November. My bank has never received that money they said they sent me on electronically on 12/18/23. They owe me the $****** but they dont have a tracking number to give to my bank to track it so Affinity has my money $****** lost. I need my money given back to me that they lost. Can you please help me?

  Business Response

  Date: 02/12/2024

  A letter was emailed to **************** on February 12, ****, explaining the balance due on her account.  

• Initial Complaint

  Date:01/10/2024

  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 am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from AFFINITY FCU, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: *********I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,************************

  Business Response

  Date: 02/01/2024

  Affinity is in the process of researching **************************** complaint to provide an accurate reponse.

   

• Initial Complaint

  Date:10/30/2023

  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 ************************* requested a voluntary Repo for my 2014 jeep Cherokee in February 2023 With my finance company Affinity Federal Credit Union Acct.# **********. The vehicle was towed to *********************************************, ** after the radiator crapped out near the dealership. A time was setup with Affinity's tow service to pick the vehicle up first week in March. The reason for this complaint is Affinity Never went to pick the vehicle up and it still sits at the Armory Jeep dealership after 8 months. I made multiple phone calls and spoke to multiple people in there ******************* and keep getting passed off and no one is returning my phone calls and they are billing me every month full payment. I was told with a Voluntary Repo they would auction the vehicle off and I would pay the difference. If BBB can get a hold of them and get some answers I will appreciate it. I never missed a payment when I had the vehicle one time My credit report has 7 missed payments and Affinity hasn't hold up to their agreement.

  Business Response

  Date: 11/20/2023

  AFCU is in the process of researching this complaint in order to provide the most accurate information to *******************