APGFCU - Aberdeen Branch - Aberdeen, MD

Hope A.

I graciously gave a two star review solely because I was able to fix the issue I needed and the goal was met. But the customer service at the aberdeen branch is terrible. I had Kim Seymore help me with my account and immediately upon calling my name I turned to her smiling and was met with the worst look from her as if she was annoyed with me before even dealing with me. She then proceeded to be very rude majority of the encounter. It wasn't until she noticed I was looking at her name tag and grabbing a card with her name on it that she started being a tad bit nicer to me. She seemed to be judgemental of my situation as I explained it to her and I very much did not appreciate the way the interaction made me feel. I was simply trying to fix a situation where I am on two separate accounts with each of my kids dad. She seemed very disturbed or disgusted maybe at the fact I had two kids with two different fathers It was just all around not ok. I am a very positive and polite person especially in public situations like this and I remained professional and kind when the person who was supposed to act that way wasn't. Maybe Kim just had a really bad day that day and why she was in such a terrible mood. But as someone working with the public it is important that you learn to keep your personal life separate than work and treat everyone with respect they deserve. It would be understandable if I had come in causing issues or being rude to her but I was nothing but smiles and polite to her. I will never be going back to the aberdeen branch and will be going to the bel air branch from now on. Even though aberdeen branch is closer to my home I'd prefer to drive the extra time to avoid people with such negative energy. I was in a very good mood and just because Kim had a bad day she decided to bring my mood down as well. Not cool Kim, not cool at all. Sorry that I have two different dad's to my kids but it doesn't define me as a human being.

Edit: I did edit my review to a 3 because I was promptly contacted by the branches manager to apologize and reassure me I can go back to their branch without worries. I am still unsure of whether I will be returning or not but I very much appreciate his eagerness to make the situation right.

Monette L.

I spoke with the representative named Jim but he was so rude and very unprofessional. I was telling him about my concern when I open an account and didn’t get the bonus. He was very rude how he handle things. I understand people what they’re going through in life but don’t throw it on the customers. You have to remember, the company are the one to suffer for bad employees.

When you make mistakes and try to fix it with another mistakes then you get a terrible results.

However, this company is taking your concerns seriously. I appreciated the time and effort that Ms. Crystal did to make sure it won’t happen again and really apologized for the representative did. I appreciated you Ms. Crystal for reaching out to me! Couldn’t thank you enough! Have a wonderful day!

Edward D.

Nothing but issues with them. Finally closed our account and they charged us a fee from 4 years ago that we had already fought them on for something they caused and thought we had moved on from. Will never do business with them again.

Hubert J.

January 13, 2025, Update:
I received a letter from the CEO today and I was very appreciative. My apologies, sir. I am increasing my rating to 5 stars, as all my issues have been resolved. Thank you.
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November 2024 Update

A representative of the loan department reached out and provided the information and clarification that I requested. I appreciate That. I also wrote letter to the CEO asking for his assistance in my concern. I was not given the courtesy of a reply. A simple note that he has assigned the task to someone in the organization, or he was aware and would follow up; would have been the professional thing to do.
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October 2024 Update:

A had a car payment that was due on May 5, and I was unable to pay it until May 16. I made the payment online, so their system should have accepted it on that date. On or about May 13, I received a letter notifying me that my payment was 30 days late. I'm still trying to process how they came up with the 30 days delinquent number!!! If I made a payment on May 16 that was due on May 5, that is more like 11 days late. If we use the date on their letter, the payment would have been closer to 8 days late. I was a little annoyed by the action taken by APGFCU in this instance, especially the language in the letter. In fact, it made me angry. In October 2024, I got an email notification that APGFCU had reported a 30-day late payment to the credit bureau.
This further annoyed me, so I sent them a letter asking them to fix the error and send me written notification that it was corrected. I'm still waiting.......

Brandon S.

Since you requested it:

While visiting this location, I waited over an hour to make a car payment in the drive thru. I don't use APGFCU for primary checking so I couldn't take advantage of the online services.

I understand there are circumstances preventing normal operations, Covid-19 is not an excuse for this terrible service. I've visited other banking establishments that handled this situation much better.

If I knew the wait would be that long, I wouldn't have gone through, instead I was trapped.

The only redeeming factor was the teller. She did her best to handle the line and was pleasant. I don't fault her, rather poor management. Especially for putting their employees in such a mismanaged situation.

My recommendation would be to have an employee guiding traffic, managing lines for quick services, and providing an ETA before entering the queue. If this sounds unreasonable, make a better online experience and allow users to pay bills without requiring a checking or savings to make payments.

Maybe this will reduces the amount of transactions on site, freeing up the drive-thru for those who need it.

Ashley C.

I can provide some insight on why I left the bank and some say the services are sub par.
First being, the online banking system is always glitching, or down in general rendering it useless. It is not as intuitive as other credit unions in the area.
Second, customer service is horrible! I've had many times where I've made an appointment and was still made to wait over an hour to be seen. Phone service is no better either. I dreaded calling for anything due to having been put on hold very exceptionally long periods of time. Reasons for calling and going in were 99% things that could've been resolved online if mobile banking were working properly. I've personally dealt with two counts of fraud during my time here as well.

Stella W.

I was having an issue with Bill Pay and after calling last week with no help with my issue, I decided to go into the Aberdeen Branch in person today (August 13th). I was greeted by Tera Marougas. I was really impressed with the level of Customer Service received from her. She was very helpful, friendly, and resolved my issue quickly. Thank you Tera, it was a pleasure meeting you.

John K.

Terrible! I have never had such a poor experience with a loan before. I don't know how they stay in business. No monthly bills, cant send a check, cant send a payment from your bank, must use their site only which doesn't work half the time. Poor customer service. Constant emails for information. You provide it and then another scare email is coming to you. I don't usually write reviews but this place is horrific.