Andrews Federal Credit UnionReviews of andrewsfcu.org

I got a great new auto refinance rate with Andrews. I ended up getting this set up with a third party (Gravity Lending), as I tried for two weeks to talk to someone and couldn't get ahold of them. They have a .25% rate decrease if you set up automatic payments, too. But, then, I got my "welcome" letter, which was meant to help get me signed up with online banking. After two very frustrating days trying to get automatic payments from an external account set up, I finally did so. (If you try to call and chat with someone, you'll get on hold music forever until the system will literally tell you that all agents are busy and to "call back" at another time). I was happy I finally figured out their online banking system which is not user friendly at all. But then I realized I had two payments taken from my bank account this morning. Apparently there was an existing automatic payment, which was already set up, but I couldn't see it or access it online. I finally was able to chat with a real person (first time ever!) in their online banking system, and they informed me I had "internal" payments set up as autopayments (this was news to me!) but I couldn't access those online, nor could they tell me anything about them. Instead, a loans rep would reach out to me in 24-48 hours. I'd already set up a former scheduled discussion with a rep, and the time came and passed for someone to call me. I shared I was a bit hesitant about waiting, once again, for someone to contact me. This rep couldn't tell me 1) if I had any other payments in the queue, 2) confirm if my own auto payments I'd finally figured out how to set up were now canceled online, 3) or any information about these "internal" auto payments that weren't visible online. I've had bad experiences with sites that aren't user friendly or wait times for other banking institutions. But this is the worst and most confusing experience I've ever had. I truly hope that I can get this figured out soon.

This is the 3rd time where this location’s ATM machines were are down. I normally come in very early in the morning to make a deposit at this location. I drive a little out of my way to get there then all of a sudden the ATM is offline (both inside and out). I can’t make a deposit and as a result my ACH payments that came in all bounce. I normally can’t wait around until 9AM when they open because I’m supposed to be at work at 7AM. They then want to charge me $35 each bounced ACH transaction and not willing to accept any kind of accountability. This has happened to me 3 times over this month and I’m starting to get FNing!!! frustrated with the telephone representative’s nonchalant attitude. This morning I had to call in late for work then had to go way out to Oakton, VA to their sister credit union (Congressional) to make a deposit. Overall this location has great services besides the ATM but the issue with the Outside and indoor ATMs is a problem. This location needs to get their act together. If this keeps reoccurring I’ll close this account.

I remember my parents setting up my account with them in Wiesbaden DE when we were stationed there. I’ve been banking with them since. But once I became an adult, I started experiencing issues. The customer service was awful. Rude. Never on the same page. Their notes don’t make sense ever. They sound like they can’t be bothered to show an OUNCE of professionalism. When I had fraud on my old account and needed to open a new one, they never processed the closure of my account. Two years later I’m just finding that out when my new account gets its card stolen and I have to report it. It’s been a week of back and forth. No resolutions. Keep declining the disputes despite there being a police report. They keep telling me I owe $192 for the old account charge off. Which makes no sense because I physically paid the woman in the branch back in Germany. Now they’re saying I owe $553. Then took $2,000 from my account! When I asked to fix it they still took the $553. Which makes zero sense as there should be no charge off. When they spoke to the branch in Germany they had to put a hold on the closure of my old account, but failed to inform me. So for two years they didn’t think to tell me. The bank has no sense of organization and runs like a shady business on a street corner. I will never bank with them again and I think the military needs to cut ties with them for GOOD!

I have been a customer for years but the last 5 or so the company has become very very very shady. Unexplained fees, for example $40 overcharged and was told it was the local exchange rate. $40 over official rate. The call center person could do nothing was advised to visit local branch. The online email was just morons who are rude argumentative and when informed this was my business to know the rates, i was told pay or go delinquent my choice. Was rolled over for years CD even though I know I elected to not roll over because I would need the money in 5 years. I got a well you must have made mistake see you 30 days before the CD ends in 4 yrs 11 months. Credit Card had fixed rate of 7% was told to change to better card for higher balance , 10k available not 5k, was told the APR would be "competitive" as always a 19.99% is not competitive and was told re-apply for new card when Feds reduce interest rate. Most of time can not use the card as "fraud watch" comes up for anything over $500 so I must call in and authorize the purchase. I put travel alerts on my account...does not help, still must call from overseas and say yes I am using my card in this country. Annoying as it is EVERY time, even though I notify AFCU them weeks in advance of my travel schedule. JUST AVOID THIS BANK AT ALL COST unless you really have no other options. Save yourself stress and headaches as your are not their concern only your money they care about.

Long term customer with a credit card and savings account. I hadn't used the credit card since 2018, so I wrote to close the account. No communication from them since 2018. I was told that they began charging me $5/month to maintain the account (never notified of this) until the balance was zero. Some might call this theft.

Have unfortunately had nothing but negative experiences with AFCU since becoming a member. Am in the process of closing my accounts with them and transferring to Marine Corps or Navy Fed CU. Any time you have even a slight issue with your account, nothing is resolved until you call them again and again until they just get tired of hearing from you. Customer service sound like they just woke up when they answer the phone. I would never recommend this credit union to anyone. Oh and my checking account was hacked ($$$) and it took them 2 weeks to get the funds back into my account. Not acceptable.

I only have a personal credit card with AFCU, because at the time I applied, they were the only financial institution that offered a chip and PIN card. I found their interest rates to be fairly reasonable. In the past few years this has gone downhill. I had an inquiry about my interest rate and called the number on my bill. I called the number on my bill, and was connected with a very sour, uneducated, disinterested woman who was apparently having a very bad day. She took my account information, then told me she couldn't help me, but had to forward it to some department at the credit union itself, and that they probably would reply within 2 weeks. I told her that was unacceptable, and she began to get mouthy. I did not raise my voice, nor use inappropriate language, but she did. She informed me that "What you not gonna do is talk to me like I'm uninformed"... at which point I disconnected the call and got someone else. IAbout a week passed, and I was contacted by phone by a scammer pretending to be from AFCU fraud department. He knew my name and other pertinent information about me and my account. He told me that there was a fraudulent charge on my account with Apple pay, and they needed to close my account and reissue a new card. In order to reverse the fraudulent charge on my account, I would need to provide him with a code number that he would send in a text message. He almost had me convinced, but his speech was very odd, and seemed as though he was reading from a script. Not to mention the fact that he called very early in the morning, and I was not completely awake. He had called perhaps 5 times, and when I finally traced the number, he was spoofing AFCU's toll free number. When the text message came through, it was from Apple, not AFCU, and through my brain fog, it clicked that this was not right. I immediately disconnected the call. He tried calling back over 20+ times, as I was trying to contact AFCU itself. You cannot speak to anyone at any of the branches, all calls are handled by a call center. The only positive thing was that I was connected with a very nice, knowledgeable young man who handled the situation professionally and quickly. He opened a case and forwarded it to the fraud department, cancelled my card, and issued a new one. He said that there would be some paperwork coming from AFCU that I would need to fill out and return, and that there were no charges to my account from apple, only attempts. He verified the last transaction with me, and it was one that I had made. I did receive my new card, but never received any of the paperwork they mentioned. I contacted the call center again, and the agent said she didn't know anything about any paperwork, and just "don't worry about it". So far, there haven't been any issues in that regard. However, now every time I make a transaction online with the card, it gets declined, and I immediately receive a text message from AFCU fraud department asking me to verify if I made the purchase, that they suspect fraudulent activity. Luckily, I don't use this card that often, and I still have to call the customer service center, and verify that yes, I made this charge, I'm going to try again, please unblock my card... Etc. Why weren't they this proactive when I actually was being scammed by the apple scammers?? I still have yet to be contacted by a representative from the credit union itself or the fraud department. I can't help but wonder if my scam experience was an inside job... It's difficult to deal with these people with a credit card, I certainly wouldn't want to use them for regular banking. I used to have a favorable opinion about this company, but leadership or something has drastically changed, and it has been for the worse. I do not recommend them.

I recently applied to Andrews Federal Credit Union and submitted all required verification documents. The website indicated a response time of 24-48 hours. However, it has now been more than 48 hours, and I have yet to receive a response. In my attempt to seek assistance by calling member services, I encountered further disappointment. Not only were they unable to provide any helpful information, but they also simply advised me to continue waiting. This experience has left me dissatisfied and frustrated. The misleading time frame and lack of effective customer service are disheartening, especially considering the numerous alternatives available. While I understand that delays can occur, clear communication and honoring promised time frames are crucial in maintaining customer trust. As a result, I'm left contemplating whether Andrews Federal Credit Union is truly the right fit for my banking needs.