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

  254 Easton Ave New Brunswick, NJ 08901-1766

• 

  Affinity Federal Credit Union

  275 US-202/31 Flemington, NJ 08822

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:10/06/2023

  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 applied for a personal loan last week 09/25/2023 and was conditionally approved, I was emailing one individual back and fourth because I had questions so I sent in the documents to prove my income. I was contacted 2 days later about the loan and I wanted to correspond by email because of work i work 12 hours days and by the time i get out the bank is closed., was told NO and this is time sensitive, if its time sensitive then why cant I correspond by email, woman that emailed me was rude with no help or resolution. So I sent a complaint to affinity by email with no response, I even called and was told someone would call me back, no return call either. So not only did they hit my credit score and report now I have no idea if I'm approved for the loan and whgat the next steps are. VERY RUDE EMPLOYEES, I guess you can be rude to customers and get away with it.

  Business Response

  Date: 11/08/2023

  A letter was emailed to ************ in response to his complaint on November 8, 2023.

• Initial Complaint

  Date:10/02/2023

  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'm not sure of an exact date when this all started. I called the company for a loan deferment due to my bank account getting hacked. The company agreed to defer 2 months. In that 2 month period I received no response from the company until they reached out saying my car was up for repo do to no payment. I have been making a monthly payment since. Even paid extra when I received my tax money in February. I tried to make a payment today and they have blocked my online account. I called them to see why and they said it's because I've been past due since April. I would have to pay $1500+ today to get current. I asked could I still make the payment that I was trying to attempt to make, they told me yes but hangs up on me when I'm getting my card out of my wallet. My experience has been nothing but negative. I'm not saying that I shouldn't be responsible for the bill. But if the company did not reach out to let me know that the deferment wasn't approved I shouldn't be responsible for the 2 months. I say they have records of them reaching out but I didn't receive any correspondence on my end. Email nor call.

  Business Response

  Date: 10/10/2023

  On October 5, 2023 an Affinity representative contacted ************** to discuss her past due payments.  A letter was emailed to ************** reiterating the conversation.    

• Initial Complaint

  Date:09/26/2023

  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.

  This company has extremely poor customer service. I have been trying to contact them via phone, email and live chat for a week now to defer a payment as my fianc has been home ill with shingles and not able to work. Thus, I am the only source of income at the moment (he is a truck driver). Live chat does not go to a human person and when you call in and actually get a hold of someone after being on hold for 30 minutes you are told they do not take requests over the phone. I was advised I had to send in my request through their portal (which does not work) or send in an email. WARNING - DO NOT USE THIS COMPANY TO REFINANCE!!!

  Business Response

  Date: 10/16/2023

  On 10/16/2023 a letter was emailed to Ms. ***** with an explanation and apology regarding the late payment phone calls.

• Initial Complaint

  Date:08/23/2023

  Type:Product 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 August 17, 2023 Affinity went into my minor daughter's account and did 2 withdrawal offsets for $191.00 and $81.00. When I went into the branch and asked the rep **** she said it was because I owed the bank money and that is the policy to take back their money. I told her that the account that they took the money from is my 16 year old minor daughter. This is a custodial account. I also stated that my daughter does not owe them and if I owe them, then they should penalize me. Affinity/*** said that it doesn't matter because my daughter is a minor and although she worked and it is her money, her account is responsible to do an offset. Affinity stole a total of $271.00 from my minor daughter. My daughter worked at her summer job and sent her direct deposit to her account. She transferred/saved the $271.00 to her savings and Affinity stole from a minor.I asked the representative to please give/put back my daughter's money and the rep said "No". She said that Affinity does this and she has never seen them return or refund any money if they do a withdrawal Offset.This happened at the ****** Branch,*************************************** ************ For a resolution, I would like Affinity to refund my minor daughter's $271.00.

  Business Response

  Date: 09/05/2023

  ************************** complaint is currently being researched to provide the most accurate response from our files.  

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:08/15/2023

  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.

  Affinity Federal Credit Union is trying to make me pay money that was above my contract price. They are trying to make me pay ****** dollars for a car that was charged off. I told them to come and get the car and they refused. When I called the repo department they told me they had nothing to do with the situation and they were not coming to get the vehicle. This is Hardship emotional and undo stress

  Business Response

  Date: 09/05/2023

  Affinity continues to research the complaint from ************** and will respond as soon as it is completed.

• Initial Complaint

  Date:08/08/2023

  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.

  In January 2023 I moved from ******* to ********* *********** moved all services to my new location, including auto insurance for my 2017 ***** Trax. In April I started receiving phone calls from Affinity Fed credit union saying that I was late in making my car loan payment. I showed proof that I was not late and the representative had me on hold for over a half hour then she notified me that I was being charged for auto insurance. I told her I was never notified that I was being charged for insurance, I had insurance and I showed proof. The representative called the insurance broker who confirmed that I did infact have insurance since January of 2023. . I was refunded money to the account. A month later I started receiving the same phone calls again. I tried calling the insurance department over and over. I can't get anyone who will resolve this issue. Affinity keeps calling, I give them the same information and nothing. I want this resolved.

  Business Response

  Date: 08/21/2023

  The **** team is researching the complaint.

• Initial Complaint

  Date:07/28/2023

  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.

  15 U.S. Code ****a - Definitions; rules of construction consumer report (1) In general . The term consumer report means any written, oral, or other communication of any information by a consumer reporting agency bearing on a consumers credit worthiness, credit standing, credit capacity, character, general reputation, personal characteristics, or mode of living which is used or expected to be used or collected in whole or in part for the purpose of serving as a factor in establishing the consumers eligibility for (A) credit or insurance to be used primarily for personal, family, or household purposes; (B) employment purposes; or (C) any other purpose authorized under section ****b of this title .(2)Exclusions.Except as provided in paragraph (3), the term consumer report does not include(A)subject tosection ****s3 of this title, any(i)report containing information solely as to transactions or experiences between theconsumerand thepersonmaking the report;

  Business Response

  Date: 07/31/2023

  AFCU emailed a letter to ****************** (07.31.23) explaining the reasons for the negative remarks to his credit report.  Also attached to his email were the Notice of Intent to Sell and Deficiency notices regarding his complaint.  Upon review of the matter it is determined the debts are valid and the current status of the credit report(s) are accurate.  

  Customer Answer

  Date: 07/31/2023

  
  Complaint: 20391776
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *****************************

  The request my dispute for the response is not for accuracy. It's for proof that Affinity FCU by law can report it to the consumer reporting agencies 

  Business Response

  Date: 08/11/2023

  The following statement was included in the letter emailed to ****************** on August 7, 2023.  Affinity Federal Credit Union has the right to report your delinquency to the credit reporting agencies.  Affinity is authorized to do so under the Fair Credit Reporting Act (Regulation V). 

  Customer Answer

  Date: 08/11/2023

  
  Complaint: 20391776
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/14/2023

  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.

  July 10,2023 Affinity FCU wrongfully stole my vehicle. From January 2023 - May 2023 They claimed I owed them money. When speaking with them they could see all of my payments were being paid monthly, on the same day. Every rep I spoke with would tell me they are looking into the issue and will call me back. I never received a call back. I realized what the admin issue on their side was and instructed them how to fix. They continued to call asking for money, and I continued to tell them what needed to be fixed on their side since all of my payments are on time and current. May 2023 they continued asking for money without looking into and fixing the real issue. They told me they were going to repo my car. I continued to repeat the administrative issue that needed to be fixed on their side, and told them what needed to be done too correct, since nothing on my side had changed. No one bothered to fix. July 10, 2023 I walked outside and my car was gone. After being transferred to 3-4 different people, I finally found someone to help escalate. After two days of missing work and summer camp for my child, my car was returned to the place it was taken. It was not returned on a flat bed as it should have been since my vehicle is AWD. I then took it to get inspected for damage since it was towed incorrectly, additionally there was damage in different placed to the outside of my vehicle.

  Business Response

  Date: 07/26/2023

  A letter was emailed to ******************** on 07/26 in response to her complaint explaining her vehicle delivery and noting that her credit is reporting current at this time.

• Initial Complaint

  Date:06/04/2023

  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.

  Over the past year, I have made multiple attempts at establishing membership with Affinity and opening a cash back debit account. I attempted applying every over month or so with the hope of a different outcome, yet received the same automated reply the next day - my application was denied due to my ChexSystems report. After becoming confused as to why this is the only financial institution which continuously rejects my app for membership, I did research on what a ChexSystems report entails and realized that it is a record of how many accounts I have at external institutions. After learning that fact, I still did not understand why having a potentially above-average amount of accounts in this rising interest rate environment would make me ineligible for an account at ********************. The reason for the above-average number of accounts is simply due to my interest in maximizing my deposit earnings potential, and with rates shifting regularly, that requires my need to shift deposits from one institution to the next. That being said, virtually all of the accounts on my ChexSystems are savings or certificate accounts. I am attempting to open a checking account at ********************, as I am unsatisfied by the service I am receiving with my current checking account and was given positive feedback by a relative who already has a cash back debit account open. All this said, I would like to kindly ask for Affinity to reconsider my most recent app, app number ********, and allow me to have a checking account with them. I am planning on being a long term customer with ********************. I just do not feel that it is fair, in all honesty, that I have to limit my deposit earning potential outside of Affinity in order to have a chance at earning membership with them. None of my accounts are ever overdrawn, delinquent, or anything of the sort. I greatly appreciate the time and consideration taken into reading my comments and I hope that I will be given the opportunity to become an Affinity member.

  Business Response

  Date: 06/20/2023

  We reviewed the information provided and determined that your AFCU member application was denied based on the number of ChexSystems inquiries within recent months. ChexSystems provides account verification services that collects and reports data on checking account applications, openings, and closures, including reasons for account closure. You can request a Consumer Disclosure Report from ChexSystems to verify that the information included is correct. An increased number of ChexSystems inquiries poses a greater credit risk to our institution; therefore, we cannot approve your application for membership at this time.

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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.

  Fell behind on a few car payments. Attempted to work with the bank although never receive any response from the bank. When I call the 877 number I am given for member care it takes a minimum of 25 minutes on hold. Then the individuals relate they can not help me and a supervisor or someone else can. So I request to speak to the supervisor. Supervisor is never available so they must call back. No response ever for a call back so I then call back again and the cycle continues. My vehicles are now so past due the interest is making my owned amount raise by a significant amount month over month.

  Business Response

  Date: 03/02/2023

  On March 1, 2023 a representative from Affinitys ********************** spoke with ************** to discuss his circumstances and assist him with his payments.  The representative explained the payment process and ************** agreed to set up a payment arrangement effective March 1, 2023.  Subsequently, AFCU placed a hold on the repossession of the vehicle under the condition that he continues to make payments per the arrangement.  If he defaults on the payment arrangement the repossession order will resume.