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Business Profile

Credit Union

Mutual Security Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/22/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Recently, I noticed a charge of $6 on my statement for an "Enhanced Checking Fee" that has been occurring every month. I looked into this further, and I have been charged $6 a month since May of 2020. I have never signed up for this, as I originally had essential checking (I think it was called) and have always had direct deposit, so my checking account was free. I went to my local branch to ask about this today, and they said everyone was transferred over to a "comparable" account around that time, and I should have been notified. How is transferring me from something free to $6 a month comparable, when the essential checking still existed? I was also not notified OR asked if this was ok, as I would have canceled it immediately. It apparently came with identity protection that I was supposed to sign up for or something and you can even check that I never did sign up for anything. I asked for that money back, which would be $282 in total (there were 3 that were refunded back for some reason in the beginning, not sure why, so I did not include those amounts) and was told that was not possible. I feel like I've been completely scammed by my own bank.

    Business Response

    Date: 08/02/2024

    We understand the member’s frustration regarding the Enhanced Checking Fee charges on the member’s account and apologize for any inconvenience or confusion this may have caused.

    To provide some context, in 2020, we implemented a change to our checking account offerings. As part of this change, all members were transitioned to the checking account type most closely aligned with their existing account features and benefits. To assist members with this transition, we provided a three-month fee rebate period to allow ample time for account evaluation and potential changes. Members also received communications about the changes.

    We have issued a full refund of $282.00 to the member’s account, which will be reflected on their next statement.

    We value our member’s business. 

    Customer Answer

    Date: 08/03/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:03/04/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our auto loan was set up for auto pay with MSCU. For some reason, their system stopped taking auto payments out in January of 2024. NO contact was made to myself or my husband (co-borrower) until 2/29/24. When the contact was made, we immediately made the payments. Unbeknownst to us, however, they had already reported (illegally) the debt to the credit bureaus. I received an alert today that my credit score had plummeted, and it is due to MSCU reporting this debt when: 1) it was their system's failure; and 2) without required notices to the borrowers.

    Business Response

    Date: 03/18/2024

    Mutual Security Credit Union did not purposely stop accepting payments as there was a system error.  Our member changed their address on our online system, when this is done online it places a hold on the account as this is a way fraudulent activity happens.  Mutual Security Credit Union unfortunately did not recognize this system error that prevent payments from happening with auto pay.  Mutual Security Credit Union has since rectified this system error.

    Mutual Security Credit Union did not report this account as having late payments.  Their credit report states that all payments were made and current from Mutual Security Credit Union.  Mutual Security Credit Union has made contact with this member and has satisfied all of the members concerns regarding the loan payments and the credit score.

    Customer Answer

    Date: 03/18/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *****

Mutual Security Credit Union is NOT a BBB Accredited Business.

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