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:02/22/2023

  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.

  From July of 2022-January,2023, I faced financial struggles, due to the pandemic and many other things. I called my auto loan company, Affinity to notify them of this and offered to make payments in increments. They refused to accept my payments and told me to contact 211 for full payment assistance. I called 211 and they were unable to help me. So, I began working 2 jobs to save enough to come up with the money and pay them back in one lump sum. In that time frame, I got sick, so working 2 jobs was too much and I had to take time off work. Just as I was sick, a family members pet got severly sick; so I had to send them emergency money to help this beloved dog stay alive.My vehicle also, had a list of very costly repairs, which set me back financially. Couple that with the high cost of living and I was in need of help. But I overcame my sickness. Now I'm working 2 jobs. I obtained a few loans to pay what is owed and offered to open a bank account with Affinity FCU so they can take out regular payments from my employer via direct deposit. I called on February 15th, 2023 and spoke to an Affinity representative who told me that she would accept $4000 over the phone and the other $4000 by the end of the month and that would help me catch up and keep my vehicle. She said I have until 2/24/23. I have called back multiple times offering them the full $8, 000 plus an additional $2,000 for extra fees plus March 2023's payment and they refuse to accept my payment. I have called multiple times and sent countless emails. No one has responded to my emails. Everytime I call the representative is refusing my S10k payment How can I stay current if my constant attempts for repayment are refused?Please help me.Best regards,******** "Lola" ******* ************

  Business Response

  Date: 03/02/2023

  Representatives from Affinity's ********************** have been in contact with ****************** to discuss her complaint and resolve her issues to her satisfaction.

  Customer Answer

  Date: 03/06/2023

  Affinity FCU Matter Resolved!  Thank you for everything! Because of your assistance, Affinity FCU has agreed to work with me.  They accepted the payments I submitted.  

  
  

  Thank you so much!

  
  

  Best regards,

  
  

  Titilola "Lola" ***************************************************** 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:02/21/2023

  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 have Affinity CU for my truck loan. They are saying I was $3000 behind. When I looked at my bank records its show I been making my payments. You can't talk to a customer service representative because the wait till is long. I waited for over a hour to talk to some one. Now they are saying they are going to repo my truck. Not very happy with them because I am trying to ***** *********** am on social security and they want over $3000.. I should have stayed with my other car loan place.

  Business Response

  Date: 02/28/2023

  The ********************** team is in communication with Mr. *************** AFCU recently received a payment.  Although the loan remains delinquent AFCU has placed a hold on the repossession of the vehicle under the condition that he continues to make payments. 

• Initial Complaint

  Date:12/07/2022

  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.

  I recently applied for a credit card with Affinity Federal Credit Union. I received a email from a *******************, Senior Consumer Loans Underwriter to call as additional information is needed. **** doesn't include his email or a number to the loan department, only a general email and phone number (it's impossible to reach anyone in the loan department). I have called, after 15 mins left a message. No one calls back. I have left multiple "secure" emails within their web site. No one responds. I have tried their "chat" feature which "freezes" when launched. I'm convinced that the credit union deliberately makes it impossible to reach as they do not respond to any form of communication. **** fails to give his email or his extension. No one responds to emails. I have been with the credit union for almost ten years. Service has never been as poor as it currently is. I previously applied, and was approved for a auto loan with similar communication break-downs. I thought service might have improved, it has gotten worse. As they continue to avoid my calls and emails I will continue to look elsewhere for financial services.

  Business Response

  Date: 12/20/2022

  A letter was emailed to Mr. *********************** regarding his credit card and receipt of same.  If **************** has additional questions, please reach out to **************, Consumer Lending Manager.  

  Customer Answer

  Date: 12/20/2022

  [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. I willl be more cautious when applying for loans in the future as this is the second time I have had a great deal of difficulty communicating with Affinity (auto loan which I ultimately went with a different credit union). In any event, thank you for reaching out to me and making the credit decision a favorable one.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/02/2022

  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.

  A $2100 bill was added to my balance for no reason. They stated it was lack of insurance but I provided proof three times

  Business Response

  Date: 12/27/2022

  On 12/27/22 a letter via email was sent to ************** in response to his complaint explaining the insurance added to his account and the receipt of proof of insurance.

   

• Initial Complaint

  Date:11/10/2022

  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 made multiple attempts to contact this company about my new car loan and issues Im having and they are unresponsive. Literally the worst auto loan place I have ever dealt with. They send me harassing email and say if I dont respond by this time they are going to come after me when Ive been trying to talk to someone for weeks. I then respond to that email and of course no one responds. Im sick of it. Its very apparent that they do not care about customers and something needs to be done.

  Business Response

  Date: 04/25/2023

  Ms. ********* loan is currently 38 days past due and she is not responding to collection calls.  A $125.00 payment was made on 04/20/23.

   

  I have emailed the response to ******************** today. 

   

  Thank you again.

• Initial Complaint

  Date:10/12/2022

  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.

  I have been trying to get in contact with ***** the manager about my voluntary repossession and I am being ignored. He's been very rude to me over the phone while I'm explaining the situation. I have sent numerous emails to the company and to his company's email. Still no response. There's no number to contact him that works, even though he's the one that handles situations like this. I can't getting the run around on how to contact him, but still no successful attempts. I sent over all information that was asked of me to membercare and his company email with no response.

  Business Response

  Date: 10/18/2022

  On October 12, 2022, ************** was contacted by an AFCU *********** Lead Consultant regarding his complaint which was discussed on that date.  On October 18, 2022 a letter was emailed to **************.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My payment for my Affinity loan was 6 days late because I was in the hospital having a nephrectomy due to kidney cancer they found- it was urgent surgery. I paid it on 10/4. I was hospitalized for almost a week. My loan is due at the end of the month which is when I always pay it and unfortunately since I was in the hospital- I missed the payment date because I was under general anesthesia and then recovering in the hospital. I have never been late before. I have a co-signer on the loan as well. Affinity never sent a warning that it was going to be past due or the co signer would have paid the monthly balance. I called to ask if I make another payment can they please fix my credit report since I was hospitalized and have been a loyal customer. The woman **** was rude and said absolutely not. I said nicely that seemed a bit silly since I was ill and all of my other credit card companies gave me leniency and were kind- she laughed and said sorry that seemed silly but it was late and I should have paid it. Affinity does not care about their members. This is not only absolutely rude but it is a violation since they not only did not send a payment due or late notice to myself or my co signer and then they refused to acknowledge that I was unable to make a payment due to being hospitalized. I understand it was missed but the fact that they would not even assist me with attempting to fix the situation or provide me with options, and then laugh at me, is absolutely bad business practice. I am insulted. I hope that all of their members are aware they can careless about you and only want your money. This is literally all over a $60 monthly payment.

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Credit Union loan department does not communicate next steps. Does not return calls or emails. When questions are asked within logged in site they are closed out and not answered. I have requested a loan rep who will keep me updated and informed and have not heard back. Credit union wont let me know when additional documentation is needed, ie a PO with VIN and will not confirm receipt. Uploading feature is unreliable and credit union has not responded with a fax number. Complete breakdown in communication with loan department and customer.

  Business Response

  Date: 10/03/2022

  Affinity Federal Credit Union is investigating ******************** complaint to ensure we have provided the most complete answer.  

  Customer Answer

  Date: 10/03/2022

  
  Complaint: 18118021
  
  I am rejecting this response because:
  
  They have acknowledged receipt of my complaint but have not addressed my concerns indicating they need additional time.
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/12/2022

  On October 11, 2022 an AFCU representative contacted and spoke with **************** regarding his complaint.  She gave him her contact information if he had any questions going forward.  

  Customer Answer

  Date: 10/12/2022

  [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:09/20/2022

  Type:Sales and Advertising 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.

  I filed a request with Affinity Credit Union regarding a auto loan. I had spoken to a few representatives regarding my request. The company cares nothing about their customers or if they are facing hardship.

• Initial Complaint

  Date:08/28/2022

  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.

  In February of 2022, I applied for a used vehicle loan because I felt that, with my credit, I would definitely receive a much lower rate than what I was offered from Bridgecrest. I already had several pre-approvals under my account on the website and through the mail. I uploaded all the paperwork that was requested of me, and was given the impression that I was already approved and everything was being finalized. Then, at the very last minute, the underwriter emailed me a letter stating that a deposit of $6000 would have to be given to extend me a loan of $8130. In addition, I was told that the offer would remain open for 45 days.Then, in August of 2022, I was mainly scrolling on the website and sought information regarding a loan. I didn't really expect anything before receiving another pre-approval email and letter in the mail. The mileage, the contract, my license, registration, and all required paperwork was uploaded. After more than a week passed, I received another email requiring a huge $7000-ish deposit, although my credit score was at 725.Tell me Affinity, WHAT was the fuckin' point of dangling a fuckin' carrot in front of me twice, only to just be ****** in the fuckin' face twice? FIFTEEN fuckin' years as a customer, never fuckin' being late with a fuckin' payment--to be fuckin' handled and treated like a piece of fuckin' shit! Pretty sure you're already fuckin' familiar with what I fuckin' did next! So, what was the fuckin' point of wasting my fuckin' time and being fuckin' played with like that in the fuckin' first place???WAY TO FUCKIN' GO, AFFINITY.

  Business Response

  Date: 09/08/2022

  Affinity is in the process of researching ****************** complaint to respond to him with the most accurate in-depth information in the best interest of our member.