APGFCU

Before my Dad left to work in Europe we made sure to tell our main credit union since he would be in Europe and I would be in North America. We were told there would be no issue (as there was when he was in Iraq, Afghanistan or anyplace else.) Of course there is an issue (with him and me accessing the account online.) 

I called the credit union. and after waiting 30 minutes on hold only to be immediately transferred and made to wait another 15 minutes and then answering all the identity questions and explaining the issue I was told that even with a POA and the fact that I'm on the account and have a card using that account that I can't resolve the issue - only my Dad can by calling them from Europe  (even though I have been allowed to resolve all these issues in the past.)

This is a credit union that was created for the Military (my Dad created the account when he first joined the Army and was stationed by them and I joined when I was 15 and living in Germany. 

In recent years they have opened to anyone (Military or Civilian) living in the counties in Maryland where they have branches and with that they have really become dumbed-down. An example: Immediately after telling them my address and phone number here in New England I was told that I could come to any of their "convenient" locations - all located several States away in Maryland - to resolve the issue in person. Even after explaining to them that I lived 12 hours away and couldn't easily come to a branch they didn't understand or know what to do. 

For decades (when they only focused on the Military) we had little to no issues whether we lived in Maryland, around the United States, in Iraq, in Bosnia, in Croatia, in Kuwait, in Saudi Arabia, in Germany, in Russia or any of the places we visited. That has changed in the past 5 years or so. 

My Dad just finished working and now gets to spend time on-hold before explaining to these very intelligent people the problem and hoping they can fix it so we can both have access as we did up to yesterday. The issue was finally resolved, but this credit union clearly needs to fix, update its policies and train its employees better to reflect the 2020s for both the Military and Civilians.