Andrews Federal Credit Union

Still haven’t received my replacement debit card despite them having my current address. I was told that the card was returned back to them even though they have my correct address. They told me they would send it to me and so far, no card. This is the worst credit union I have ever dealt with.

I called and emailed this branch to inquire about mortgage programs. I received a response within 2 business days, which is reasonable so I give a star for that. However, her response was very basic and unenthusiastic. She didn’t provide any contact information or ask follow-​up questions. A good financial institution would be much more eager to attract and engage a potential customer. Considering this experience and other reviewers’ comments, I won’t be banking with this credit union.

Poor customer service!!! From the «Bank Manager» to the tellers! I have never been treated so poorly by bank employees seriously! At my other banks the employees are warm and act as if they appreciate your business. Here they act like they are doing you a favor tuh!

Very poor customer service. Reps are untrained, rude and not knowledgeable. Avoid at all costs.

Due to recent events there is security here and you have to remove your hats, sunglasses and hoodies. The service is helpful. There is a coin machine here. The sheriff may need a class in hospitality. I understand you want to get your point across but you don’t have to be rude. We all are a criminal. The sheriff department may want to hire the lady who sits at the welcome desk.

This is the bank for you if you have a lot of business in Europe. The fact that they have European branches makes it easier to navigate euro transfers etc. up early and you want to talk to your bank, go ahead, they have a Belgian phone number. new banking restrictions means that it’s hard To construct some financial transactions. It’s easier that they are there in Germany, Belgium, nederlands and beyond,
Their service is generally incompetent. I think they want to do their job but they have their own way. The web site for electronic banking is just awful and they claim they are being held hostage by a web interface designer that has made it nearly impossible to decouple. They do offer a chip and pin card. Important in Europe and now more Available
In the states.

I have been an account holder for over ten years… I have also worked for Andrews years ago and I feel I have earned the right to give my honest opinion. I am stunned that after years, the website and navigation is still in the dark ages. 98% of the time that I have called, the staff has no clue how to help me or just make it complicated to get help. The last time I called it was to, «pay off my credit card, update my address, and verify purchases… the website is having issues not loading my transactions» after being on hold for 10 minutes, the lady asked me «what I needed» I told her and she transferred me to the fraud department (without telling me) where they asked me a million questions, changed my address, and when I wanted to pay they said «we can’t do that» and that I had to once again call the 800 number… so, AGAIN I call the same number and I have to tell them «please don’t transfer me, I just want to pay and ask a question» the rep says «uuuhh… well I really have no way to do that.» The problem with Andrews is they are so far behind with their functionality, and according to the rep they don’t even have the capability to take a PAYMENT (not a wire transfer) from a different card/​bank account to pay my Andrews credit card. I was shocked and at a loss for words. I have had many credit cards in my day, and I have never heard of a company not wanting to take a payment! And make it so difficult for the customer! I could have done it online, but before I pay my bills I like to verify the transactions, OF COURSE, the idiotic website did not load ANY of my transactions, which is why I was calling in the first place, just to verify and pay… I have the right to see them to be sure. The rep told me she couldn’t view my transactions, and that I had to call the credit card department. SERIOUSLY???
Every stupid «procedure» they do is so absurd, and in no way makes any sense for the credit union OR «member». Another ridiculous scenario… a friend of mine wanted to change the insurance on one of the loans… instead of just being able to do it electronically (LIKE EVERY OTHER FINANCIAL INSTITUTION), they told her (after a 20 minute phone call) she had to type out a statement and mail three copies of it… not fax… not email… MAIL. I was just like, «are we in 1990?» So inconvenient for the members. I am happy that I paid off my credit card with this company so I can be done with them, because it seems to continue to regress and go downhill while other companies are actually making improvements with technological advancements.
ALSO…the credit card «rewards» ARE HORRRRRIBLE!!!
As I mentioned, I have had many credit cards, and have seen great perks and not so great perks… this is the absolute WORST!!! If I had to guestimate, I spent roughly $ 13,000 on my Andrews card over the years (possibly more) and what do I get? An extremely crappy «rewards» website with merchandise that looks like rejection items from a Big Lots. I just rolled my eyes, picked out THREE (what I had enough points for) items that probably total $ 20-​$ 30 in value, and they were all… ALL out of stock. I pick out a couple more replacements ALL OUT OF STOCK. After 5 years and 13 grand I spent with them, I earned $ 20 worth of crappy merchandise. At Navy Federal, my husband and I earned over $ 1,500 in cash and gift cards, and we spent way less there!
The company is all talk and no delivery. They make everything difficult on customers. The website is awful and not user friendly. Like I said I am happy to be done with it.
I don’t fault the employees, because they are innocent pawns in a whirlwind of idiocy and nonsense policies and procedures. And I do know some excellent employees that work there, but unfortunately, they cannot run the place alone.

I had accounts since 2012. Unlike other reviewers, I had good experience. In October, I refinanced my car with Andrews and cut my rate in half. It was easy, I worked with the same person, we exchanged calls and e-​mails. Every time, I called I got a courteous service. The only issue that I have is with online systems (computer and app), they are not as intuitive as with other banks. For example, I can’t setup automatic payment for my credit card online (from Andrews checking to Andrews credit card). It looks like I need to sign some paperwork and send it back to them to have it setup. I could do all setup with other banks, so I don’t know why extra steps here.

I have had an account with this company for years. Recently I got an email where they threatened to charge me because my address is not up to date. I haven’t moved since I got the account but what kind of bank charges a fee for that? Not to mention the inconvenience of having to write a letter with my address info and two forms of ID. Horrible!

I have been a member since I was stationed in Andrews back on 1980. This account has been in effect until recently when I was just trying to determine what interest my accounts were accruing and this information would not be provided until I answered fifty questions, this was a constant severe issue that forced me to cancel the account. When I requested to cancel it took over a month and three separate written requests and numerous calls, simply put as other people state just plain awful service if you want to call that service.

If I had the opinion, I would give this branch 0 stars!!! The service when I went was beyond terrible!!! The way I was treated as a non-​member only makes me question how they treat their actually members. My mom is a long time customer with this credit union and after my horrible experience, I advised her to close her account and take her business ELSEWHERE!!! The teller supervisor or whom ever she is, is just plain AWFUL!!! NEVER EVER WILL I VISIT THIS LOCATION AGAIN! NOR WILL I RECOMMEND THEM!

HORRIBLE SERVICE!!! So there I was, deployed in support of Operation Enduring Freedom, and decided to buy a motorcycle through Overseas Military Car Sales and financed through AFCU. From the get-​go the service from AFCU regarding the loans were terrible and their website is pre-​historic; my 5-​year old cousin could have built a better user friendly website.
But got stuck with them, and finished paying up the loan on June 2^nd, 2015. Today is August 13^th, 2015 and I have yet to receive my vehicle title!

Not a good start. my lending company sold my loan to them. Tried leaving messages 2 times for someone to call me about my account #. NO ONE CALLED BACK, called again a nice women helped me but she said she was not the one who usually does that, that they were short staffed. Did not give me any confidence in them. That was even before I made my 1^st payment to them!

I don’t know why the ratings are so low. Been here since the early nineties and never had anything but nice things to say. This will probably be my bank for the rest of my life. My only problem is I wish they had more branches in New Jersey or at least one in Philadelphia.

Awful. Just awful customer service. You get stuck in a maze of menu options. Then the customer service reps are sooooo slow. It took twenty-​two minutes just to report a card lost or stolen. Just plain stupidity.
I could go on and on about how incompetent they are, but quite frankly, they’ve already wasted too much of my time.

Last year I was interested in their Globetrek Visa because of the chip. I live all the way in Oklahoma so I wasn’t sure if I’d get approved or not. I called and wow, they were super sweet and nice! Sure, I had to fax in a couple records, no problem for me. Had to wait a few weeks to get approved. Sure enough a few weeks later I received my card in the mail! Woot woot! It’s a new year and they are slowly upping their game. They have been updated their website and now offer Apple Pay with their cards. Their card is the LOWEST interest rate card I currently own compared to my others. I use it for large purchases! Thank you!

Worse experience I have ever had dealing with a visa/​fcu in my life. One person can’t handle every thing. You have to go to a different person/​# to get anything accomplished. You have to punch in a long list of numbers to get through. The visa connection was bad & talked too fast.
Then said I would have to talk to fcu with more #s. I can’t imagine what it would be like if you had to call from overseas.

Easily the worst financial institution I’ve dealt with in a long time. Utterly incompetent and unhelpful.
I was trying to close two bank accounts and consolidate things locally. Called one bank (HSBC) and after a little bit of time on the phone, they closed the account and sent a check. Easy. On to AFCU, which has been a disaster.
Can you call AFCU? Sure can. Just be prepared to wait on hold at least 15 minutes before talking with someone. Do you want to close your account and have a check sent out? Oh, you’ll need to send a letter and enclose a copy of two forms of ID. Why? Good question, it’s not required at any other bank or credit union, but AFCU requires it because of their policies.
Want to close a zero balance credit card? Same thing, you have to send a letter and enclose copies of two forms of ID. Because… policies.
Of course the first letter I sent in mysteriously disappeared, no record of it having been received. Now I’m trying again with a second letter that I’ll fax, overnight and email. Maybe one of the three copies might make it. Of course my threat in the letter to complain to the CFPB or NCUA might actually spur them into action.
I’m just sorry I can’t award zero or negative stars.
Stay far, far away.

Bank is run like it’s the dark ages. Do they even know what a computer is? I bet they are still using abacuses! I opened the account when I was overseas in the military over 20 years ago… as I have moved across the country, I have always had problems with things like updating my address and other account information. Things that you should be able to do online or over the phone, they want you to do via a letter or fax (which they will then lose).
If you don’t live close to an actual branch then there is no point in using these guys as your frustration level & amount of personal time you spend trying to get things right with them will be effing insane.

Update: Andrews Federal Credit Union continues to disappoint. I got hit with over $ 100 in unexplained finance charges, even though I’ve paid above and beyond what was required on my loan, on time. Email to them went without response, and I am tired of wasting my life away with their incompetent customer service.
They have a contract with the US Government to supply bank branches to troops overseas, so they have no incentive to improve their service.
I will never work with them again and for the rest of my life discourage anyone from doing business with them.