Customer ReviewsforAberdeen Proving Ground Federal Credit Union

When purchasing a car loan, the dealership selected APGFCU on my behalf for financing. It has been a nightmare. APGFCU refuses to provide me with my account information or a 10-15 day payoff letter to move to another vendor. They don't respond to emails and put me on hold for 30 minutes at a time. They won't event tell me my account number.

We apologize for the service breakdowns you experienced. We understand your needs were recently resolved. Your experience did not meet our service level expectations. In reviewing what occurred, we have identified opportunities to improve processes to avoid similar situations in the future.

It took a while, but this was resolved. APGFCU needs to do a better job of responding to customers without mandating a SSN is provided.

The worst customer service I've ever encountered. Wait times are no less than 20 minutes. When selecting the "call back" option, be careful, twice I answered the phone and the person heard me say hello and hung up on me. So I had the opportunity wait on line for upwards of an hour or longer, again! All that just to repeatedly get inaccurate information, informed that a "ticket has been opened" only to call back (wait on hold) and be informed that there was no such ticket and no action was being taken. I had to transfer my car's registration as I moved from California to Connecticut and then a year later from Connecticut to New York. Between the challenges of moving, the DMV and APGFCU - I'm not sure which is the most stressful. The last straw was when I moved to New York. APGFCTU was unable to fulfill the requirements from the State of New York DMV. The NY DMV sent them communication on my behalf explaining what was needed. APGFCU sent the incorrect information to the DMV. So I was forced to go back to waiting on the phone, getting incorrect information and flat out lied to. I was told they would work on it. I called back over a week later and they said, we ***'t know what they need. Nobody ever told me that they were not taking action. So I had waited for them to send the title and letter that was needed to the DMV, but it was never being processed. I ended up paying off my loan just to be done with this terrible place! To top it off I asked to have the title overnighted to me and they they would if I paid for it. I reluctantly agreed and made a debit card payment into my account since I do not use this place for anything other than my car loan. But when they finally processed it, it was not overnighted, but took 3 days in the mail to reach me. I'm still waiting to see how much they take out of my account to pay for it. I will be closing my account and recommend nobody does business with APGFCU. Terrible service from start to finish.

APGFCU acknowledges the concerns regarding the consumer's experience requesting out-of-state title documentation. We have contacted the consumer to apologize for the experience and waived fees associated with the transaction. APGFCU takes member complaints and concerns seriously. We are using this feedback to improve processes to avoid similar situations in the future.