To whom it may concern:…read more
On December 2, 2025, I received a call from a male stating to be an employee from the fraudulent department at Andrews Federal Credit Union. The male advised that someone attempted to use my card in the purchase of $200, inquiring if this was a legitimate charge. When I advised this was not my purchase, I was advised that my card was compromised and a new card would be mailed out to me and the charge would be declined. Later that night I checked my account and observed $450.00 was missing.
I began contacting the bank getting the automated system back on the same number I was contacted on earlier that day, before being referred to a live person. When I advised of the initial call from the bank the operator confirmed this call was from the department. I disputed the charges reported for the amount of $450.00 purchases was being taken out of my account, which I stated that was not my transaction and it was fraud.
On Monday, I came into the bank meeting with Mr. Seth Asante (branch manger), to inquire about the progress if any with the dispute I made on 12/2/2025. I was informed by Mr. Asante that the bank had no record of me calling in on the system nor was my card disconnected. I produced the number that I was contacted on to Mr. Asante, which was similar to Andrew Federal Credit Union, along with calling the number I was originally contacted from on the phone with Mr. Asante. Mr. Asante was amazed by how similar the automated system emulated Andrew Federal Credit Union.
Mr. Asante then contacted card services while I was present. I was Interrogated several times to repeat my similar account of what happened which I felt was not being heard. Mr. Asante would ask me the same questions over and over in various formats then insinuate his version of how he felt it occurred. Everyone including Mr. Asante treated me like I was lying despite the fact that this happened to 10 other people the day prior. Mr. Asante advised me that if my money was returned and it was later found that I lied, the money would be removed from my account and a notation would be placed on my account. All conversations by Mr. Asante to card services was insinuating on his behalf that I was not telling the truth because of my age, either I agreed to the purchases or made them. I became very upset with these indirect accusations. I felt extremely uncomfortable by the accusations being made. While on the phone with card services it was discovered that whoever hacked my account had removed my phone number, replacing it with their number. Mr. Asante later reported that this happened to 10 other bank members the day before, which would prove that this branch had been compromised. Mr. Asante reported that one customer was hacked for $4000.00, looking towards me, stating " at least you only lost $450.00.
As I became emotional, a teller named Ms. Wanda Fasion stepped in and began to help me, finish my dispute and discard my old card. I was advised my money would be returned and this matter would be investigated by Mr. Asante prior to leaving the branch.
On Wednesday,I returned back to the bank to fill out a paper work that needed to be submitted to card services. It was then brought to my attention that Mr. Asante had not submitted any of the documentation that he was suppose to submit on my behalf as discussed. I then remained in the branch for another 2 hours while Ms. Fasion again assisted me with completing the submission. Mr. Asante again came past, questioning me again about the transaction, reporting " I am young and probably gave consent for the transactions"! This comment was unprovoked, unprofessional, and malicious in my opinion because what does my age have to do with me and 11 other people being hacked. I contacted my mother to remain on the phone with me for emotional support and adult guidance, as a completed this process, as I was made to feel because of my age I could not complete adult business. I am a full time college student working two jobs, only requesting back what was wrongfully stolen from me.
On Friday, I received a letter in the mail from the fraudulent department stating I was found responsible for all transactions made and my money would not be returned. I called the number listed on the letter, creating a dispute. The operator was unable to explain why my original claim was denied or how it was it proven I made these purchases, as no documentation was written. I asked my grandmother Ruby Smith to return to the bank with me on Monday. My grandmother introduced me to this bank and has been banking at this location for over 17 years. I expressed to my grandmother that I felt I was being discriminated against based upon my age, by several remarks made by Mr. Asante. I played a recording for my grandmother that I took after my last interaction with Mr. Asante to prove how I was being treated. My grandmother was floored by the commentary of Mr. Asante.
