Complaints

This profile includes complaints for Mazuma Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Mazuma Credit Union has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mazuma Credit Union

  7260 W 135th St Overland Park, KS 66223-1258

  
• 

  Mazuma Credit Union

  601 E 12th St Kansas City, MO 64106-2818

  
• 

  Mazuma Credit Union

  4001 Blue Pkwy Kansas City, MO 64130-2349

  
• 

  Mazuma Credit Union

  14275 W 135th St Olathe, KS 66062-9427

  
• 

  Mazuma Credit Union

  301 NW Englewood Rd Gladstone, MO 64118-4024

  

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.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Muzuma added a 315 dollar insurance policy to our auto loan for a vehicle that was totaled January 11th 2023. I continued paying on the loan even though I had full coverage insurance on the vehicle at the time of the accident. I quit paying in April when I saw the bogus charges. They keep going back and forth with my insurance company and it is ridiculous. If my insurance company takes the 315 out of my settlement and gives it to Muzuma they should be prosecuted for theft. It's bad enough that they ruined my credit report. Now they are trying to steal my money too!

  

  Business Response

  Date: 06/27/2023

  June 27, 2023

  Thank you for sharing this concern from ****** *****, co-borrower on the 2015 Hyundai Elantra.

  After investigating the issue Mr. ***** mentioned in his complaint, we have found the following information. 

  Mazuma was notified of total loss of the vehicle, however payment from the primary insurance company was delayed due to issues with the vehicle’s title. 
  We inquired on the status of the loan payoff In March.  The insurance company, ********* ********* *******, said they still could not payout the claim on the vehicle since it had not been properly titled by the borrower.

  At the time of the loan the borrowers sign Mazuma’s Requirement to Provide Physical Damage Insurance document that states we will purchase insurance on the vehicle if the borrower dos not provide us with evidence of insurance coverage on the vehicle.  Since the borrower’s insurance lapsed while waiting to find out the claim status on the vehicle, CPI insurance (forced placed insurance) was added to the vehicle on March 31, 2023.  This insurance was not placed on the loan until the borrower had been notified that proof of insurance coverage was needed.

  ********* ********* ******* reached out in April to inquire about the forced placed insurance.  We informed them at that time that we could not remove the forced placed insurance coverage until we received final payoff of the loan or until they reinstated their coverage of the vehicle.

  Mazuma began the process of requesting a repo title on the vehicle in April.  At that time, we found out there was another lien holder listed on the title.  We contacted the seller of the vehicle to get the lien release from the other lender so we could proceed with getting a repo title.  Mazuma received lien release and ordered the repo title on May 8, 2023.  The repo title was received on June 9, 2023.  Mazuma sent a copy or the repo title to ********* ********* ******* that day, so they could process final payout on the totaled vehicle.

  Mazuma received the payoff on the vehicle on 6/21/2023 and notified our insurance provider of the total loss designation on the vehicle and date of loss.  A full refund of the $315 should be processed back to the account within 10-business days.

  I tried to reach Mr. ***** at the number provided but was not able to leave a message since the voicemail box is not set up.  Mr. ***** will be able to withdraw the funds from his savings account at Mazuma as soon as the refund is received.

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I had a checking and savings account with Mazuma for over a year. Unfortunately, I had face hard times and my account was in the negative $448.31. After a 30 days my account had closed and was sent to the collection agency TekCollect. Once I received a letter in mail and after making contact, payment arrangements were made. My payments were made by debit or credit card each time. Mazuma has received each payment except the last one for $109.65. For the past month, I spoken with both companies and they point the finger at one another and mention they'll look into it. I never receive a call back with a update that they promised. I have proof of my payments and the issue needs to be resolve immediately. This issue will hurt my possibility of opening new accounts with other banks. Both parties needs to communicate with one another for a resolution, I've done my part.

  

  Business Response

  Date: 05/15/2023

  Thank you for
  sharing this concern from our Member* ******** ******

  After reviewing the attachments Ms. ***** sent with her
  complaint Mazuma’s Director of Loan Servicing reached out to our Tek Collect
  representative.  Tek Collect verified
  that they had received a payment from Ms. ***** in the amount of $109.65 and imported the file to
  Mazuma on 4/2/2023, however Mazuma was not showing a credit from Tek Collect
  for Ms. ****** account for this amount.
  

  Tek Collect noticed the discrepancy as well and will work
  with their IT and accounting department to find the issue and make a correction
  to our account.  Since we have confirmation
  payment was made Mazuma has made a payment to Ms. *****’ account, which now shows
  a zero balance.
  

  Mazuma will verify that this charge-off account shows as
  paid on Ms. *****’ credit report as well.
  

  We have spoken to Ms. ***** and let her know the outcome of
  the investigation.

  We apologize to Ms. *****
  for the delay in receiving this credit and for Team Members not escalating this
  issue when Ms. ***** called in to discuss the transaction.
  

  Please let us know there are additional questions or
  concerns.

• Initial Complaint

  Date:04/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I've had a credit card with this company for 7 years. I had a difficult time and went 45 days past due and they closed the card permanently. Industry standard for permanent closure is 6 months past due. I find it absolutely ridiculous that a bank would do this to someone having a hard time once in 7 years. Place a restraint until it's caught up I would understand, but complete closure for 45 days past due? This is ridiculous!

  

  Business Response

  Date: 04/05/2023

  Mazuma USA is an accounting firm that does bookkeeping and tax for small businesses. We do not provide credit card or banking services. I believe this complaint was meant for Mazuma Credit Union. 

  

  Business Response

  Date: 04/07/2023

  April 7, 2023

  Thank you for
  sharing this concern from our Member *********** *****.

  Prior to receiving this complaint our Recovery Department
  reached out to Mr. ***** due to some social media comments that were posted by
  Mr. *****.

  Mr* ****’s
  credit limit was removed in December 2022 due past due payments.  Mr. ***** received notification on November 26,
  2022, that his VISA privileges would be removed on December 6, 2022, if payment
  was not made on his account and he was also sent notification on December
  7,2022 when the credit limit was removed from his VISA. The account was
  brought current on December 9, 2022, after the credit limit was removed.

  After speaking
  with our Recovery Department on April 6, 2023, Mazuma and Mr. ***** were able
  to come to an agreement and reinstated his credit after gaining a better
  understanding from Mr. ***** as to the reasons for his account delinquencies.  We stressed to Mr. ***** the importance of
  open communication when experiencing hardship as we have multiple ways of
  helping in difficult times.

  I have
  confirmed that the credit limit has been reinstated and believe this issue to be
  resolved.

• Initial Complaint

  Date:03/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mazuma cashed a check for one of my auto loan payments. I use ***** and the money was never returned to my account. First they declined to mention they cashed the check. I know you can not cash a check then return it. My money is gone and i want it back. It still says muzuma has the money.

  

  Business Response

  Date: 03/28/2023

  I contacted *** ***** to ask additional details about the
  check in question.  *** ***** indicated
  she had not filed a complaint with the BBB.  When I asked her additional questions about her ***** payments, she mention she did have one check that
  was sent to Mazuma that she had questions about but was not sure of the date and said it was a while ago. I asked *** ***** to research the transaction in question, so I can look into the matter for her from our end.  I provided her with my direct contact information so she can contact me once she has the information. I will research
  the transaction and assist *** ***** with rectifying the situation once she
  provides me with additional information concerning the transaction.

  Sincerely,

  ***** *******

• Initial Complaint

  Date:02/28/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Mazuma Credit Union and their “customer service” is a complete joke. I have tried to contact them multiple times during the life of my current auto loan, and usually get hung up on, after waiting for sometimes an hour or more, most recently I needed to contact them to let them know that the vehicle, that they were the lender on, was in an accident and most likely was going to be totaled. Customer service basically told me, okay, well that’s not our problem your insurance company will contact us, and then hung up. NOW almost 2 months after that phone call, they are now emailing me, telling me I never submitted documents to them, and stating they need them immediately, this was only AFTER they were contacted by my GAP insurance company. They are impossible to contact when you need help, but if you are even 1 minute late, they will do ANYTHING to contact you whether that be call you upwards of 4 times a day and email repeatedly and being extremely aggressive and threatening, sometimes even AFTER you’ve made the payment. I will NEVER get a loan thru mazuma again, they are one of the WORST credit unions, they aren’t out to help their members, just hurt them in the long run. I just want my account, that they make you open when you get a loan thru them, closed, the money I put in there back, and NEVER contacted again.

  

  Business Response

  Date: 03/03/2023

  Thank you for
  sharing this concern from our Member ********* ***. After investigating the issue *** *** mention in her
  complaint, we have found the following information. 

  *** *** did call to report the accident and possible total
  loss on the vehicle.  She was informed we
  would have to wait for the notification from the insurance company for the
  claim and the proposed settlement amount. Mazuma was notified by ***** of the loss of *** ***’s
  vehicle on 1-12-2023.  Once this
  notification was received Mazuma sent a Letter of Guarantee to the insurance
  company to let them know we would release the lien once we received the
  settlement check. This was completed on 1-12-2023. The next step in the process is for the insurance company to
  mail a settlement check to Mazuma as the lien holder.  Until a settlement check is received Mazuma
  is unable to proceed with any additional action on the loan. Mazuma received a notice from *** ******** Insured Automotive
  Services (GAP Insurance Company) on February 28, 2023.  This notice shows it was also sent to *** ***
  indicating it had been 45 days since a claim was filed and listed documentation
  that was needed to complete the GAP claim.  This information was not requested by Mazuma. After receiving this complaint on February 28, 2023, Mazuma reached
  out to *****, to inquire on the claim status.  The representative at ***** indicated their process for completing the claim was delayed due to
  not receiving a copy of the title from *** ***.  The state of Missouri shows the title for *** ***’s vehicle was not
  issued until January 31, 2023.  ***** told us they received the title on February 24, 2023.
  Upon receipt of the title ***** processed the settlement check.  ***** told us we should expect to receive the
  check within 7-10 business days.  Once the
  settlement check has been received by Mazuma and applied to the loan then the
  GAP claim can be initiated. Mazuma can send documentation
  to *** ******** Insured Automotive Services once the settlement check has been processed, however there may still be
  additional information they will need form *** ***.  Mazuma has tried several times
  over the last month to reach *** *** by phone. 

  Messages were left on the following days:
  February 4, 2023
  February 10, 2023
  February 23, 2023
  February 24, 2023
  March 1, 2023
  

  *** *** has not returned any of our calls.  We have sent emails that *** *** has not responded to and have had mail
  returned from the post office due to a bad address.  
  

  We are sorry that *** *** feels our service has not met her
  expectations.  We understand at times getting
  through to our call center can be difficult due to the volumes of calls, however
  we do have a call back feature.  *** *** has also been provided direct extensions to reach a Team Member in the messages that were left.  We are dedicated to continuing to assist her through the
  process with her vehicle.

  Customer Answer

  Date: 03/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is whatever at this point. I’ve attempted to change my address with them multiple times since I moved in August of 2022 and they can’t seem to get it right. But whatever at this point. I won’t be back with Mazuma. 
  
  Regards,
  
  ********* *

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I have been a member of Mazuma Credit Union for over 25 years. However, the quality of service provided by Mazuma is going down hill. My complaint is in regard to a loan that I applied for and the loan customer service representative did not contact me back and when I reached out to Mazuma they stated that, the loan department was in a meeting the entire day and there was no team member or manager available to help me complete my loan transaction. This is the third time this has happened to me recently at Mazuma. The customer rep that answers the phones instructed me to go into a Mazuma branch to finish the paperwork for the loans. I drove to 2 Mazuma branches with no resolution of the completion of my loan which was a waste of gas and my time. I drove out to the corporate office and waited for the loan customer service representative to complete my paperwork however after waiting hours the loan was still not finalized and they said it could take up until the end of the day for the loan process to be complete and the representative would reach out to me same day. The representative never reached out so I sent her an email and she let me know that she would call me to finalize the loan process on 09Dec2022 and I never received a call. Because of this delay I have received late charges to my account that I am asking to be removed from my account due to this error. The last time I contact management about this issue they agreed and refunded my late fees but this shouldn't continue to happen at Mazuma Credit Union. I would like to have a manager reach out to me to discuss these reoccurring issues as it is a inconvenience to the customer. Also, when I reached out for a manager the contact information that I was given was completely wrong and the manager of the loan department never contacted me.

  

  Business Response

  Date: 12/12/2022

  Thank you for sharing this concern from our Member ***** *******.

  *** ******* applied for a loan on December 8, 2022.  Her loan was preapproved pending document verification.  *** ******* provided her documentation to us on late on December 8, 2022.  Our e-Sales Team was in communication with *** ******* on Friday December 9, 2022, letting her know her documents were received and were being reviewed. 

  Our e-Sales Leader reached to *** ******* the morning of December 12, 2022, discussing some additional steps that she needed to complete in order for Mazuma to finish her loan request. *** ******* was able to complete those steps and the loan was funded on the afternoon of December 12, 2022.  *** ******* expressed to our e-Sales Leader that she was pleased and grateful for the loan.

  We know that getting a loan can be a stressful experience.  Mazuma strives to complete each loan in a timely manner, while also doing our due diligence to protect the assets of our Mazuma Members.  We apologize for any delays *** ******* experienced in her loan process but feel this matter has been closed as the loan has been booked and funded to *** ******* account within the expected approval timeframe.

  Should additional information be needed to close out this complaint please let us know.

  Thank you

  Customer Answer

  Date: 12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My husband and I filed a dispute against ****** ******* due to their website having a glitch and the order we placed never going through. I filed this dispute on 10/3. According to ****** a "manager", a letter was sent to us on 10/4 denying the dispute. I have been in constant contact with ****** ******* corporate AND the franchise owner. They said the order has never been placed and that they didn't get my money, yet I was charged. I have spent days trying to rectify this with your inept customer service team. I want my dispute settled. I have provided documentation. You should not be holding my money hostage.

  

  Business Response

  Date: 10/24/2022

  Thank you for sharing this concern from our Member, ******* ****. 
  
  We had ****** ******, the Director of Operations, reach out
  to ******* **** on Friday October 21, 2022, after Ms. **** left a review on
  social media concerning this situation. 
  
  The $50 transaction was refunded to Ms. ****** account as of
  Friday October 21st.  We
  recognize there were inconsistency in the information that Ms. **** was provided during her conversations with various team members.  These issues will be addressed internally with training and coaching. 
  
  We also understand and acknowledge that the process for filing
  a dispute can be cumbersome.  Due to the
  complexity of this process Mazuma just recently rolled out a new platform for
  the team to use to file disputes on behalf of our members.  This new system, which streamlines the dispute
  process, was implemented after Ms. ****** original filing of
  her dispute.  We hope this new platform will
  help to reduce the pain points in this process for our members. 
  
  We apologize for the unfortunate service issues Ms. **** experienced
  with Mazuma.
  
  Should you need any additional information please let us
  know.

  
  Thank you
  

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mazuma is an awful credit union their employees have no customer service skills and I'm always having a problem with receiving the money from ATM withdrawals not working to bad service on the ATMs or bad service with employees More than twice they have withheld money from me because of their mishaps

  

  Business Response

  Date: 10/13/2022

  ****** ******** ******
  *** ********
  Date Filed: 10/6/2022
  
  Thank you for sharing this concern from Ms. *****.

  
  Ms. ***** attempted an ATM withdrawal in the amount of $470
  from our ATM at **** * ***** ** ** ******** ***** ****** on October
  6, 2022, at 9:58 am.  Ms. ***** filed a
  dispute with Mazuma Credit Union the same day indicating she had not received
  the cash.  Mazuma Credit Union provided her
  with provisional credit of $470 on October 6, 2022, at 2:02pm. 
  

  Our Cards Department sent Ms. ***** communication indicating
  provisional credit was provided on her account.

  I also show Ms. ***** filed a dispute concerning a deposit of $10 made at our ATM at **** **** ******* ** ****** ***** ********.  A credit of $10 was applied to Ms. *****'s account on June 27, 2022. 

  Our Cards Department sent Ms. ***** communication indicating the $10 provisional credit was provided on her account.

  We apologize for the issues Ms. ***** has had with our ATM machines.  We do all we can to ensure these machines are operational.  These are very high-volume machines and they do occasionally malfunction, however we do ensure we follow Regulation E and when required we provide provisional credit within the required time-line.

  Should you need any additional information please let us
  know.
  

  Thank you

• Initial Complaint

  Date:08/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased a car from someone that had a loan with you on it. i’ve tried multiple times to get the lien release from them but no luck. I contacted the local office and they also told me they can’t give me any information. all I need to register my car is that release to show they don’t owe money. not sure why other banks gave me the information I needed and to guys can’t.

  

  Business Response

  Date: 08/23/2022

  Thank you for sharing your concern with Mazuma Credit Union.  While we wish we had the ability to assist you with this matter we are not able to provide a lien release to anyone but the individual who had the loan on the vehicle with Mazuma Credit Union.  The loan was paid off on the vehicle on 8/5/2022 and the lien release was provided to our Member on 8/12/2022.  We reached out to our Member, on your behalf, on 8/19/2022 and again on 8/22/2022 and requested that you be provided with the lien release.  If the seller does not provide you with the lien release your only course of action may be to hire a lawyer to help you rectify the issue.