ComplaintsforArmed Forces Bank N.A.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This bank is refusing to mail me My credit card I reported was lost stolen over a month I’ve been waiting for a card in the mail and have reviewed nothing from them they refuse to send me my credit card

  Business response

  08/21/2024

  Concerns that you have raised:
  
  You state the Bank is refusing to mail you a new credit card. You state you reported the card was lost or stolen over a month ago and you have been waiting on a new card to be received and to date, that has not happened.
  You are requesting that a replacement card be sent immediately.
  
  Research into the matter reveals the following:
  
  Our records indicate you called on July 22, 2024, reported your card as lost and requested a new card be sent. A new card was issued to the address listed on this complaint response on July 24, 2024 as per your request.
  You contacted the Bank again on August 14, 2024 to report that you had not yet received the card and to request another replacement. Another replacement card was issued on August 16, 2024 again sent to the address listed on this response. Per the US Postal Service, standard mailing time is between 10 and 14 days. Should you continue to have issues receiving your mail, please contact your local postmaster and report the issue.
  The Bank has never refused your request to send a new card and has done so each time you have submitted the requests.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lost my card, there were fraudulent charges, I did what I was required to do. I reported my card lost or stolen and disputed the fraudulent charges. I was told a new card would be issued. 2 weeks later no card, called customer service, I was spoken to incredibly rudely and ultimately hung up on. I called again to close my account due to the poor treatment of this banks representative and was then told I can't close my account unless I visit a branch. I live in California, the closest branch is accross the country!?

  Business response

  07/22/2024

  Concerns that you have raised:
  
  You state you lost your credit card and unauthorized transactions were made on it. You reported the card lost and filed a dispute on the charges and were told a new card would be issued. It has been two weeks since this was done, and you have not received a replacement card.
  You further state when you contacted the Bank’s Client Care Center, you were treated poorly. When you discussed the possibility of closing the account because nothing you had requested had been done, you were told you would have to go to a branch to close the account.
  You are requesting that a new credit card be sent to you and the dispute filed as you requested. If this doesn’t happen, you want the account closed and the monies sent to you immediately.
  
  Research into the matter reveals the following:
  
  Our records indicate you contacted the phone number for the Bank’s credit card processing company on July 9, 2024 to report your card as lost and begin the dispute process as there were multiple unauthorized transactions however, you disconnected prior to verifying your address for a new card to be delivered to.
  You called again on July 18, 2024 inquiring about the card and stated you wanted to close the account because you had not received the card yet however, you still did not confirm your address during that call to get the card sent out.
  It is our policy to confirm the client’s address before sending new cards to ensure that we have the correct address on file.
  Upon receipt of this complaint, a new card was reissued via overnight mail to the address listed above. The new card will arrive on July 23, 2024.
  The dispute has been opened and as with any dispute, will be completed as soon as possible and the funds credited back to you as appropriate.
  We apologize for any inconvenience this situation may have caused.

  Customer response

  07/24/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  First, there were 5 phone calls in yoyal, all of which I.went through full verification, social security number, name first and last, spelling of both and my full address each and everytime. 

  I ess waiting to respond to Armed Fotces rrply until the w3rd had come and gone as yhey stated that a new card was.over nighted and eoukd be here by end of day on the 33rd of this this month, which was yesterday. 

  I wish I eould have received it and they had done what they stated they would, yet again I was told something would happen to.rectify the situation, that was proven to be a mistake on my part, yet again. 

  As of today the 24th of July, I have yet to receieve my card. They didn't provide the tracking number, which would have been generated at the time of shipment so I am unable to even check the status and see if for whatever reason it has been delayed or if Armed Forces simply failed, again, to do what should have been done weeks ago.

  I have been a good customer and always paid in a timely manner but feel as if I am being given the runaround in regards to.a simple rectification of an issue.

  In regards to the unauthorized charges, I have yet to receive any correspondence in regards to if a case has been open, what the status is or an expected date of completion. As far as I can see on my online account information, everything remains and doesn't show as disputed or anything. The fcat that the usage jumped incredibly and unusually and multiple charges made at the same store and cities I have never been to, I eoukd think should have triggered a red flag and potential fraudulent activity. 

  I just want these issues resolved and I can mive past this incident.

  i am hoping this is just a fluke and not a bigger reflection of what my continued relationship with Armed Forces would hold if the banking relationship were to continue.

  Sincerely,
  
  **** ******

  Business response

  08/05/2024

  Concerns that you have raised:
  
  You have rejected the response submitted on July 22, 2024 because you did not receive a new credit card on July 23, 2024. You also state the Bank’s reasoning behind the card not being reissued due to lack of address verification is false as each time you call the Bank you are required to verify your address.
  You further state you have received no correspondence regarding your dispute having been opened or an expected timeframe to be credited for the unauthorized charges.
  You are requesting that the new card be delivered as promised and that a credit be provided for the disputed transactions.
  
  Research into the matter reveals the following:
  
  Our records indicate the card was delivered and activated on July 25, 2024. Regarding the address having not been verified, your call was to the Bank’s credit card processing company. All the information you state was verified would have been with the Banks’ Client Care Center which is different from the credit card processing company.
  Our records also indicate you were credited $1,020.02 for the disputed transactions on July 30, 2024.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get access to my checking account for months now. Any time that I try to recover it with my email or social security number, it doesn't work or it simply says that my account does not exist. I have been banking with Armed Forces Bank for over a year now, and had access to my account before. I have been calling for days, and have waited up to 30 minutes on the line but no one has answered. I have tried the chat option on their website, but the person just told me to keep trying their recovery link that does not work. I just want to get access to my account.

  Business response

  04/15/2024

  Concerns that you have raised:
  
  You state you have been attempting to access your account online for months but have been unable to do so.  You have tried numerous times to recover your online account using your SSN and email and it either doesn’t work or states that your account does not exist.
  You further state you have called and chatted with bank employees numerous times as well and are told to continue to use the recovery link that does not work.
  You are requesting that online access to your checking account be restored.
  
  Research into the matter reveals the following:
  
  Upon receipt of your complaint, a supervisor from the Bank’s online banking team spoke with you and offered to help you get back into your online banking account. When speaking with her, you stated you did not have time to talk with her. She also offered to call you back at a time that was more convenient for you which you also denied. When you have time, please either call the supervisor back or use the chat function on the website to get assistance from an online banking employee.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While on Active Duty I had a 6 week period without pay due to an administrative error. They offered to opportunity to defer account or assist with payments. In addition they refuse to assist with correcting percentage of loan although it goes against SCRA

  Business response

  02/27/2024

  Concerns that you have raised:
  
  You state that while on active duty, you had a six-week period without pay due to an administrative error.
  You further state during this time, you were not offered an opportunity to defer or make payment arrangements for your loan.
  You also state that the Bank refused to lower the interest rate of the loan although it goes against SCRA.
  You are requesting the Bank honor SCRA and lower the interest rate on your loan account.
  
  Research into the matter reveals the following:
  
  Our records indicate on December 11, 2023 you returned a call to the Bank regarding your past due loan. During this call, you advised our associate that due to not having been paid, other bills would take priority over your obligation with Armed Forces Bank and that you would make a payment on December 15th however, no payment was made. There have been no requests from you regarding a deferred payment or payment arrangements other than the one for December.
  The last payment made toward your loan was on January 3, 2024 and the account remains 68 days past due.
  Upon receipt of this complaint research was completed regarding your statement that you have requested SCRA benefits. Our records do not show that you have ever requested these benefits. The SCRA information has been mailed to you and, should you respond with the necessary documentation as requested your eligibility will be reviewed and proper action will be taken.

  Customer response

  02/27/2024

  Complaint: ********
  
  I am rejecting this response because: I had spoke to an individual regarding unable to pay, I ask if I could pay a lower amount or defer payment due to no pay for 6 weeks. I was informed the minimum amount accept would be the payment amount and there were no deferment opportunities. Additionally, when I asked the another individual on the phone regarding issues with the percentage rate not abiding by the SCRA I was informed it was not their department and was no information pertaining to this was every received. They do not offer deferment periods or lower payments to be made nor do they have an ability to assist members who experience this due to “no other options” per representatives. I am even unable to access my account online, they do not offer any way to make a payment online other than a pay now button however it does not show your active balance or ability to assess the interest per month. 
  
  Sincerely,
  
  ***** *******

  Business response

  02/28/2024

  Concerns that you have raised:
  
  You are rejecting our original response because you state when you called regarding a deferment or lower payment amount, you were told the minimum payment that would be accepted was the past due loan payment amount. You were not offered a deferred payment or lower payment.
  You further state you contacted the Bank regarding the lower rate through SCRA and was told it was not their department and you received no information pertaining to this.
  You also state you are unable to view your loan account online. There is not a way for you to make a payment other than the “pay now” button however, that payment option does not show your current balance, or the interest assessed per month.
  
  Research into the matter reveals the following:
  
  Regarding your request for a deferred or lower payment, the Bank is not required to offer you either of those things. When you signed the loan agreement, you agreed to make a monthly payment for a set amount by a certain date each month.
  Research will be completed regarding your statement that you spoke to a bank employee regarding SCRA benefits. As stated in the previous response, the SCRA paperwork has been mailed to you and once the requested documentation is received, your eligibility will be reviewed, and the proper action will be taken.
  Our records indicate that you currently have an online banking profile with Armed Forces Bank which was last accessed in October of 2023. Through online banking, you can make loan payments, view your loan balance, and see the amount of interest that was assessed. Should you need assistance in getting logged in, viewing the loan information or making a payment please either contact the Client Care Center at ************ or click on the chat bubble on the website and we will be happy to assist.

  Customer response

  02/29/2024

  Complaint: ********
  
  I am rejecting this response because: Armed Forces could not even provide the proper route to send automatic payments via my bank account. Additionally, there is no easy way to access any account information online. I cannot even open the loan documentation. 
  

  Additionally, I have offered to pay lower amounts due to hardship, and the amounts were turned down. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm going through an intermittent medical leave causing reduced income. The fees assessed have caused me hardship. Currently, my account is in a positive balance. I've contacted Armed Forces Bank for any assistance in refunding fully or partially of the fees listed below: Aug 8 2023 Overdraft Fee Amount: negative forty dollars ($40.00) Aug 4 2023 Overdraft Fee Amount: negative twenty dollars ($20.00) Aug 3 2023 Overdraft Fee Amount: negative twenty dollars ($20.00) Jul 25 2023 Returned Item Fee Amount: negative twenty dollars ($20.00) Jul 18 2023 Overdraft Fee Amount: negative forty dollars ($40.00) Jul 17 2023 Overdraft Fee Amount: negative twenty dollars ($20.00) Jul 14 2023 Returned Item Fee Amount: negative twenty dollars ($20.00) Jul 12 2023 Returned Item Fee Amount: negative twenty dollars ($20.00) Jul 6 2023 Overdraft Fee Amount: negative sixty dollars ($60.00) Jun 30 2023 Overdraft Fee Amount: negative twenty dollars ($20.00)

  Business response

  08/29/2023

  Concerns that you have raised:
  
  You state you are going through intermittent medical leave resulting in reduced income.
  You further state the overdraft fees that have been assessed to your account are causing a hardship. You have contacted the Bank regarding these fees, and your request for a refund was denied.
  You are requesting full, or at least partial, refund for these fees be credited back to your account.
  
  Research into the matter reveals the following:
  
  Our records indicate during the account opening process, you requested to Opt into the Bank’s overdraft services for ATM withdrawals and everyday debit card purchases. Your account has an overdraft limit which covers not only debit card transactions, but ACH items and checks that are presented as well.
  It is important for you to use and manage your account in a responsible manner. We offer overdraft protection as a discretionary service that is intended as a convenience for you to cover inadvertent overdrafts or non-recurring shortages of funds (and not as a continuing source of funds or line of credit). Should you wish to Opt out of overdraft services for ATM withdrawals and everyday debit card purchases, you may do so at any time.   We will also remove the overdraft limit from your account if you request that we do so.  Please either contact Client Relations directly at the email address or phone number listed below or contact the Customer Care Center and we will be happy to assist you with that.  Please note that if you opt out and we remove the overdraft limit from your account and you may still have fees assessed for returned items.  It’s important that you ensure that there are sufficient balances in your account to cover any preauthorized ACH transactions or checks you may have written. 
  You have received $60 in refunds of overdraft fees this year. As a courtesy, an additional $60 was refunded to your account on August 29, 2023. Please understand that this is courtesy and no further fee refunds will be granted this year unless a bank error occurs.

  Customer response

  08/29/2023

  [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

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Monday Aug. 14th I received two text messages stating a code for Armed Forces Bank Validation Code. On Aug. 17th I received two more codes. I did not apply for this bank. I have no clue where this is even at. On Saturday Aug. 19 I receive a text message from Armed Forces bank welcoming and to tap the link to get started. Yesterday I receive a text message to install the bank mobile app. I had to go online and look. Chat robot was of no use and finding a phone number to call was difficult. I finally found ************** Customer Service call Center. ***** wanted my Social Security number to look this up. I REFUSED!!!!So she could not assist. I asked for a supervisor. Dorothy got on the call and used my telephone number to look up account. She stated they don't have anything open. She could not verify if an account had ever been open and if it was closed. I will file a report with **************** as well. I just find this lack of giving me information in which there clearly has been an account opened with my number.

  Business response

  08/25/2023

  Concerns that you have raised:
  
  You state from August 14th-19th of 2023 you received multiple text messages regarding the opening of an account with Armed Forces Bank that you did not request and is fraudulent.
  When you contacted the Client Care Center to inquire about the fraudulent account, you were told that an account with your information could not be found.
  You are requesting that any accounts opened fraudulently using your information be closed immediately.
  
  Research into the matter reveals the following:
  
  Our records indicate that a request for a new account using your information was done through Armed Forces Bank’s online banking on August 14, 2023.
  The account was closed by the Bank on August 18, 2023 after your report of the account request being fraudulent. There were no transactions made on the account. Our systems have also been noted that the account will not be reopened, nor any new accounts be opened using your information.
  We suggest you check your credit bureau report for accuracy to ensure no other accounts have been fraudulently opened using your information as it appears you are a victim of identity theft.
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THEY HAVE CONTINUOUSLY IGNORE MY REQUEST TO VALIDATE DEBT IS OWED BY ME. THEY HAVE BEEN REPORTING HARMFUL INFORMATION TOTHE CREDIT BURAEU FOR AN ACCOUNT THAT ISN'T MINE! I HAVE ASKED THEM TO PROVIDE ME DOCUMENTATION FOR THIS ALLEGED ACCOUNT AND YET NO RESPONSE. THIS HAS CAUSED ME TO GET DENIAL OF CREDIT PRODUCTS FOR THE MISLEADING INFORMATION THATS BEING REPORTED. ACCT **************** ATTACHED IS PHOTO ID FOR VERIFICATION OF NAME, AND PREVIOUS ADDRESS.

  Business response

  04/18/2023

  Concerns that you have raised:
  You state the Bank has continuously ignored your request to validate a debt that is being reported to the credit bureaus that is not yours.
  This negative reporting has caused you to be denied for credit products.
  You are requesting that the negative credit reporting be removed.
  Research into the matter reveals the following:
  The loan you are referring to was applied for and approved through Armed Forces Bank’s Digital banking and was signed using an electronic signature. It is required that the accountholder log into digital banking to apply for the loan so that the identity of the user is verified.
  The Bank received a notice of Bankruptcy on March 22, 2016, and the loan you are referring to was included in it.
  The Bank received notice of the dismissal of the Bankruptcy on March 22, 2017, rendering the debt unpaid and thus, reportable to the credit bureaus.
  Since the debt is valid and the Bankruptcy was dismissed, the reporting is accurate and will not be removed.

  Customer response

  04/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:
  That’s completed off what documents show a bankruptcy? And even if you claimed a bankruptcy was filed and reported in match of 2016 of “alleged” account that was over 7 years ago and 1 month which is still inaccurate reporting. I can show my drivers and social to support of no bankruptcy filing there’s a chance that’s being confused with another Jasmine. Please remove immediately!
  Regards,
  ******* ******

  Business response

  04/26/2023

  Concerns that you have raised:
  You have rejected the response provided April 18, 2023, as you state you did not file bankruptcy.
  You further state even if there had been a bankruptcy filed, the loan account is over seven years old and should no longer be reported to the credit bureaus.
  You are again requesting that the loan being reported by Armed Forces Bank be removed from your credit reporting immediately.
  Research into the matter reveals the following:
  Our records indicate that the loan was approved on July 25, 2016, under the name of ******* ******. It was verified through public record that your last name at the time of the loan origination was ****** rather than ******* Included with this response is a copy of the paystub you provided with the loan application as proof of income.
  The proceeds of the loan were deposited into your checking account with Armed Forces Bank and were spent via that account as well.
  The loan will continue to be reported for seven years from the date of the first delinquency which was October 16, 2016.
  Since the information being reported to the credit bureaus is accurate, it will not be removed early. As stated above, the reporting will hit the seven-year mark in October of 2023 and will stop reporting at that time.

  Customer response

  04/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: you did not attached the public record that you claim showed my last name as ****** or verify that pay stub belong to me please submit documents to validate your response. 
  Regards,
  
  ******* ******

  Business response

  04/27/2023

  Attached is a pay stub you used to verify your income, along with the report showing both names attached to your ssn. 

  Customer response

  04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:
  That’s inaccurate reporting I have communication from Lexis disputing the name as well they are investigating and my file with them have been frozen with ********* and could & SHOULD not be accessed. Also pay stub doesn’t indicate it belongs to me no address or ssn attached to that stub to verify it’s a million ******* ****** in the world. 
  Regards,
  ******* ******

• Initial Complaint

  03/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Im a disabled veteran and I already been told how long will I live. And Armed Forces bank is charging me of service fee since Jul 2019 til now without me knowing about. They said I signed the term and condition with the bank about the service fee but it was 19 years ago and I probbaly forgot it. Then I ask for the signed copy of the term and condition and disclosure but they cannot produce it. On May 10, 2019 I went actual bank in *** *** ***** to make a withdrawal and also ask them that I will get medical retirement what else I need to know. And the just told me to make a annual deposit which I did. Since then I dont have a chance to see my account. And I trust the bank. I was busy with medical treatment and my son was born. Thats the last time I see my account. On 20 Mar I finally see/ recieved an email to check bank statement thats where i found out that the bank charging me $12 a month and I was not aware of it. Also when there is a change of service fee but i was not notified. Also the bank never send me a bank statement, any notification, and also I dont have a debit card from them. I was non existence to their bank. Their staff is rude and wont even give information what city or state, or they wont let talk to a manager, they hang up on you. And now they forcing me to close my account so I cant complaint.

  Business response

  03/29/2023

  Concerns that you have raised:
  You state you have been charged a monthly service charge on your checking account since July of 2019 without notification to you. When you contacted the Bank to inquire about the fees, you were told you agreed to the terms and conditions of the account at the time of opening. When you requested a signed copy of the terms and conditions, one could not be produced. After having contacted the Bank, you were also informed that your account would be closed without you having requested the closure.
  You state when you went into the branch in May of 2019 you were told that all you needed to do was make a deposit annually to keep the account active.
  You further state you did not receive statements or notifications from the Bank until March 20, 2023.
  You are requesting that all fees charged to your account be refunded to you,
  Research into the matter reveals the following:
  Our records indicate that you have an Access Checking account. One of the stipulations of not receiving the monthly service charge on the account is to maintain a direct deposit as well as enrolling in e-statements. Upon receipt of this complaint, your statements were reviewed, and it was found that the service charge was assessed to your account only on the statements where a deposit was not received which coincides directly with the Truth in Savings disclosure. I have included a copy of this document for your review.
  Your account is enrolled in e-statements and a monthly email notifying you that your statements were available for you to view was sent to the email address listed on this complaint.
  As a courtesy to you, the Bank refunded $175 to your account on March 22, 2023.
  Regarding the closure of your account, as per the Deposit Account Agreement also provided at the time of account opening, the Bank withholds the right to close any account at any time without notification to you. Please see page 24 of the enclosed document for information regarding this topic.
  The Bank has provided you with the above-mentioned courtesy refund and no further refunds will be issued.

  Customer response

  03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: You cant provide the papers with my signature on it. So how the bank proved that it was explained to me. If you notified me earlier or I was aware of it. do you think the fees will go up to$ 350 and you only refund half of it. PLEASE provide me with that SIGNED documentation of what you tell me about the fees. 
  Regards,   ***** *******

  Business response

  03/30/2023

  Attached please find the signed signature card for your account. Page 2 includes the information requested regarding the Deposit Account Agreement terms and conditions. By signing the document you state that you have read and agreed to the terms and conditions.

  Customer response

  03/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:Armed Forces Bank cannot provide me a signed copy of the initial agreement. They assumed that I was aware of it and its was explained to me and its the Law. Especially having TBI with memory loss, how will I find out if they actually explained to me with out that signed initial agreement and they cannot provide to me. They don’t answer my call and they keep hanging up my call. 
  Regards,  ***** *******

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was incarcerated from September 2020 through January 2023 in Raleigh, NC. In November 2020, I learned that my checking account ending in **** was basically drained of all my money. I was left with a -$1200(+) balance owed. I only learned this from jail because I wanted to make sure that I could have a wire transfer done. Upon learning this information, I immediately had my attorney send a check to cover the $1200 (+) overdrawn amount and filed a complaint. I was led to believe by a CSR at AFB that I could file a dispute and my money would be replaced....well, that obviously didn't happen. On the contrary, AFB continued to allow unauthorized transactions to be processed on my account AFTER this incident, and each time I had to get someone in the jail administration to allow me to make a regular call (collect calls are only allowed from jail) just to get the problems straightened out. These problems continued over a 2(+) year period and they have the "gall" to NOT give me my money back! The problem I have with this bank is that they allowed over $3,000 to be stolen out of my account over a 28-day period, (September 7, 2020 through October 5, 2020) and although I sent them proof of incarceration and all the supporting documents to prove that I could not have done these transactions, they still refuse to put my money back into my account. Then when I filed a complaint with the ****** ** *** *********** ** *** ********, all of a sudden, I became a "risk factor". I had my account with Armed Forces for over 3 years at the time they closed it. My account was closed because I filed a complaint, that's retaliatory. The *** is investigating this! The bottom line is I want my money back! It's a shame that they allowed this to happen knowing fully well that I was in jail and could not have done these transactions. The people who make these decisions at AFB are simply legalized criminals! All of my supporting docs have been sent to the ***, but AFB has copies of everything!

  Business response

  02/03/2023

  I am associate general counsel for Armed Forces Bank and I am responding to the notice of complaint we received from you dated January 30, 2023, and filed by ***** ******. We are very familiar with *** ******** complaints since she has filed more than five complaints with the *** going back to March 2021, each of which we investigated and provided a response. Some of *** ******** complaints we denied and some resulted in us issuing a refund. We have therefore provided *** ****** all the relief to which she is entitled under the deposit account agreement governing her account.
  The complaint *** ****** filed with the BBB appears to be her same, recycled, complaints delivered to a new audience. She offers no new allegations or information other than what we have diligently and thoroughly reviewed previously. As such, we consider all of *** ******** complaints resolved. We do not believe these circumstances warrant any further response from us.
   Thank you for forwarding this complaint to our attention. Please let me know if you need further information on this response.
  Regards,
  ****** ** ******
  

  Customer response

  02/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

  Complaint: ********
  I am rejecting this response because although the Assistant General Counsel has stated that my complaints "are recycled and nothing new has been presented" it doesn't change the FACT that these things HAPPENED and this bank allowed over $3000 to be stolen from me knowing fully well where I was and could not have prevented it! They also retailated against me by closing my account because I filed a complaint with the ***. The *** is actively looking into AFB business practices and how they handle accounts that have been stolen from. As they stubbornly hold on to their position that "I could have prevented my money from being stolen", I'd like to ask how? How can someone in jail, who doesn't have access to computers, and regular phones have even known, let alone have prevented their money from being stolen? The country was in the middle of a pandemic, and AFB'S Customer service could have taken care of it over the phone when the complaint was ORIGINALLY REPORTED, which was in November 2020, NOT MARCH 2021, as the lawyer for AFB is saying on this site. They....meaning AFB are just a bunch of crooks and that's why they have so many complaints about their bank. I want my money back! And I'm going to keep complaining until I get it!
  Regards,
  ***** ******

  Business response

  02/10/2023

  Please see attached response

  Several disputes were not processed due to not being filed within 60 days of the charges.

  Several charges were filed and processed and funds returned to her.

  The bank is within its rights to close the bank accounts with the DAA rights due to her history of convictions of fraud, convictions of financial card transaction fraud, identity theft and passing bad checks.

  There are no more actions the bank can/will take in regards to this complaint.
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've recently discovered fraudulent charges within my account that took place in Aug/Sept 2022. The amounts total up to 1400.00. I've contacted Armed Forces Bank with the expectation that the monies would be refunded to my account. I submitted the required incident report only to be told that due to the time period of the fraud, my case was denied. I've been a member of this bank for over 30 years and this is the first time this has happened. I asked to be referred to a manager because an exception to policy does exist. To this date no one has returned my call. I was given a contact number for a manager however after 3 voice messages she has yet to return my calls. I find it hard to believe that after 30 years of great membership the Bank is willing to risk losing my membership over 1400.00. I would like to reimbursed for the funds that were taken from my account. According to the bank the merchant doesn't exist and from my perspective that makes it even easier to refund my money.

  Business response

  02/02/2023

  Concerns that you have raised:
  You state you recently discovered two fraudulent transactions that posted to your account in August and September of 2022 totaling $1,450. Upon the discovery of the transactions, you contacted the Bank and filed a dispute which was denied because the transactions were outside of the 60-day timeframe available to file a dispute. You also informed the Bank that the merchant is no longer available for you to contact regarding the transactions.
  When you were notified of the denial, you attempted to contact a Bank manager multiple times to discuss the matter but never received a return call.
  You have been a loyal client of the Bank for nearly 30 years and are requesting that the funds for the disputed transactions be refunded to you immediately.
  Research into the matter reveals the following:
  
  Our records indicate that you filed a dispute on January 19, 2023, for two transactions that posted in August and September of 2022 as you stated. The dispute was denied on January 20 due to the transactions being outside of the normal 60-day timeframe available to dispute a transaction.
  Upon receipt of this complaint, the dispute was reopened. Because the merchant is no longer legitimate, and contact could not be made with them coupled with the fact that the disputed items are outside of your normal spending based on the review of your account, the $1,450 was credited back to your account on January 30, 2023.
  We sincerely apologize for any inconvenience this situation may have caused. Thank you for being a loyal client of Armed Forces Bank.

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