Complaints

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

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  Meritrust Credit Union

  151 N Main St Wichita, KS 67202-1413

  
• 

  Meritrust Credit Union

  2900 S Oliver St Wichita, KS 67210-1500

  
• 

  Meritrust Credit Union

  650 Congressional Dr Ste A Lawrence, KS 66049-4699

  
• 

  Meritrust Credit Union

  2050 N Tyler Rd Wichita, KS 67212-4906

  
• 

  Meritrust Credit Union

  610 E Cloud Ave Andover, KS 67002-8952

  

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:05/20/2025

  Type:Billing 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.

  This letter serves as formal notice regarding a serious and potentially fraudulent action taken by Meritrust Credit Union concerning a previously charged-off debt.
  
  According to current credit reports from Equifax, TransUnion, and CreditKarma, Meritrust Credit Union has re-reported a previously charged-off workout loan as a new active debt as of May 20, 2025. This action has resulted in a significant and unjustified 54-point reduction in my credit score.
  
  The loan in question originated from a short sale following a catastrophic mechanical failure of the vehicle, which had an estimated value of approximately $12,000 at the time of trade-in. The loan was formally charged off in September 2023 and marked as “Profit and Loss Write-Off – Collateral Released by Creditor/Balance Owing.” As such, the account should not have been reactivated or re-reported in any capacity.
  
  Furthermore, Meritrust Credit Union materially breached the original financing agreement by altering the agreed-upon biweekly payment amount of $94 to $215 without consent. I was charged this increased amount for a vehicle no longer in my possession.
  
  I am requesting immediate removal of this account from all consumer credit reporting agencies and cessation of any further collection or reporting activities related to this account. Additionally, Meritrust Credit Union is not entitled to any further payment, as the debt was written off internally and the collateral released, meaning Meritrust Credit Union no longer owns this debt, and therefore has no financial interest in collecting on said debt.
  
  Note that the account status in the provided screenshots shows as "Open".

  

  Business Response

  Date: 06/02/2025

  To Whom It May Concern:
  Thank you for bringing this matter to our attention.
  Due to federal and state privacy regulations, we are unable to release the personally identifiable and financial information necessary to respond to Mr. Epler’s complaint through this channel. Protecting consumer privacy remains a top priority.
  We encourage *** ***** to obtain a copy of his credit report directly from AnnualCreditReport.com, which is the only federally authorized source for free credit reports. Please note that third-party platforms such as Credit Karma may not always reflect the most current or complete credit information.
  Following a thorough review of *** ******* file, we have confirmed that the information we are reporting is accurate and has remained consistent since late 2023.
  We remain committed to transparency and accuracy in our reporting practices and are available to assist Mr. Epler through the appropriate channels should he choose to pursue a formal dispute.
  Thank you,
  Meritrust Federal Credit Union

  

  Business Response

  Date: 06/11/2025

  Meritrust Credit Union reached out to complainant via telephone on 6/3/25 to resolve this issue. 

  Customer Answer

  Date: 06/12/2025

   
  
  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:05/06/2025

  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.

  In Feburary I had made what i thought was my cars last payment. Little did I know that I had a balance of $.03 left. I received a reminder of this a few days before may so I was thinking okay, I will take care of that in a little bit. I get a call on May 6th saying asking about the payment. When I called them back they had told me I now owed 74 dollars because it had been incurring interest everyday but I was never informed about that.

  

  Business Response

  Date: 05/15/2025

  Mr. Sullivan, 

  Per your loan account agreement, payoffs cannot be completed online; they must be mailed in or made over the phone. However, as a courtesy, Meritrust credited the $0.03 effective 2.26.2025 as your intent was to pay off the loan completely at that time. We attempted to reach you by telephone to resolve this issue on 5.13.2025 and left a voicemail that has not been returned. You will receive a check in the mail for the difference between the payoff amounts. Please feel free to reach out to us with any questions. 

  Meritrust Credit Union

• Initial Complaint

  Date:03/06/2025

  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.

  MERITRUST BACK HAS PUT MY CAR LOAN INTO ACCELERATED STATUS WITHOUT SO MUCH AS A LETTER OR NOTICE. I SPOKE TO THEIR ATTORNEY DANIEL CRAMER WHO ADVISED THEY SENT IT TO THE WRONG ADDRESS OF 3505 N. ATHENIAN AS WELL AS 12105 W. SHADOW LAKES ST N. THEY ARE ALSO REPORTING THAT I HAVE NOT MADE ON TIME PYMTS WHICH IS NOT TRUE. THERE ARE DUAL STATES ALL IN THE CONTRACT. I HAVE ASKED WHAT I CAN DO TO CORRECT THE SITUATION AND THEY STATE THAT I CAN PAY $24,702 TODAY. I WOULD LIKE TO POINT OUT THAT THIS IS RETALIATORY AS I INFORMED THE CEO OR WHOEVER HE WAS THAT HE WAS HIGHLY INCOMPETENT AND ADVISED HIM NOT TO CONTACT ME AGAIN AS HE WAS VERY RUDE. I HAVE MADE ALL OF MY PYMTS ON TIME AND EVEN SO, I WAS PROVIDED ZERO NOTICE OF ANY TYPE OF DEFAULT. ONCE THEY STATE I WAS IN DEFAULT THEY STILL ACCEPTED THE PYMTS WHICH IS PART OF THE DUAL STATE CLAUSE YOU'LL FIND IN THE CONTRACT. MERITRUST IS EXTREMELY CORRUPT AND PULLS MANY ILLEGAL STUNTS BECAUSE NO ONE HAS STOOD UP TO STOP THEM. GOING BACK TO THE ISSUE THE ATTORNEY STATES I AM $341 BEHIND (PYMT DUE 3.14.25) I ASKED IF I COULD PAY IT AND HE STATES NO, THEY JUST WANT THE CAR BACK. THEY DO NOT WANT TO RESOLVE THE ISSUE WITH YOU AND THEY ARE REQUESTING THAT YOU GIVE THE VEHICLE BACK TO THEM. I ADVISED THAT THIS IS VERY RETALITORY AS MOST PLACES WILL GIVE YOU THE OPPORTUNITY TO REDEEM YOUR VEHICLE AND HE STATED YOU CAN REDEEM IT BY PAYING THE $24,702 TODAY. THIS IS UNACCEPTABLE AND U******** ** ** ** * ********* ***** *** **** ********** ******* **** *** *** **** ** **** * **** **** ******** ****** ** **** ************ *** ***** ********** **** ************* ** ***** *** ****** ****** *** ************ **** *** ******* **** *** **** * ********* ************* ** **** **** ********* ****** **** **** **** *** *********** ******** ******** **** *** *** ** *** ********* ********* ********* *** ********** ********* **** ** ***** ** *** ********* * **** **** ********* *** ******** ******* ** **** ** *** **** *********

  

  Business Response

  Date: 03/17/2025

  Please see attached response. Thank you for bringing this matter to our attention. Due to federal and state privacy statutes we have concerns about releasing the personally identifying and financial information necessary to respond to Ms. T*****' complaint. If buyers listed on the loan would like to sign waivers of their privacy rights, then we would be free to respond more thoroughly to Ms. T*****' complaint.
  Generally speaking, Meritrust has policies and practices it follows to ensure our Members are treated fairly and that we act within the bounds of the law. For example, with regard to loans secured by collateral such as a vehicle, after a Member has been in payment default for ten days she is entitled to statutory notice of the default and she must be given a right to cure that default.
  After a Member is given a “Notice of Default and Right to Cure” if the Member cures the default
  within the statutory time period by paying the past due balance then she is restored to her rights under the agreement as though no default occurred. However, if the Member again fails to make a payment on that same obligation as required by the agreement, the Member has no statutory right to cure, and we have the right to proceed against the Member or the collateral without providing the Member a second “Notice of Default and Right to Cure.” After a second default, Meritrust is, generally speaking, within its rights under the law and pursuant to the agreement to:
  (1) hire a company to peaceably repossess the collateral; and/or
  (2) hire a law firm to file a case to collect the money owed and/or seeking an order for possession of the collateral.

  Customer Answer

  Date: 03/21/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: PLEASE SEE ATTACHED AND SIGNED DOCUMENT NAMED: BBB SIGNED RESPONSE
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/03/2025

  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 went through a hardship in my life and meritrust was only too happy to continue to charge me $30 every time they declined a charge. I have overdraft protection but that means NOTHING to meritrust. It's more like an oxymoron. Even after reaching out to them trying to solve this problem they refused as they care NOTHING about their customers. I was treated like I was dirt beneath their feet. I think they are a despicable business that does not care if people have hardships.

  

  Business Response

  Date: 03/11/2025

  Dear *******

  Our records indicate that you have asked for fee refunds numerous times. On 2/10/2025 and again on 2/12/2025, two different Meritrust employees explained to you how insufficient funds fees are assessed.  Additionally, we have refunded three insufficient funds fees to you in the last year as
  member courtesy. We let you know on 3/3/25 that we would be unable to
  refund any additional fees unless the insufficient funds were caused by credit union error. It appears that you voluntarily closed your accounts on 3/4/2025. 

  Meritrust Credit Union

  *** * **** **

  Wichita, KS 67202

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

• Initial Complaint

  Date:01/27/2025

  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.

  Two issues with this business. Number one they will give you a loan, tell you the terms of the loans and your payment. What don't tell you is that when you make your payment they are going to charge you a processing fee every month every time you make apayment. The second issue is their website is almost impossible to navigate and use. I'm online almost all day every day and have no problems any website except theirs. I have had a car loan with them for three months and have yet to be able to make a payment online Because their website makes it impossible. I'm not sure if it's intentional to get more interest in fees but that's what it appears

  

  Business Response

  Date: 02/03/2025

  Hi Michael, 
  
  It looks like a member of our team was able to reach out to you to discuss payment options as well as refund your late fee. If you have any questions about your payment options in the future please don't hesitate to contact us at *************

• Initial Complaint

  Date:11/04/2024

  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.

  We are hoping someone can assist us regarding attempting to open an account in Wichita ks meritrust on 10/16/24. I was told to contact Chex as one of your locations said my ID is coming up as synthetic. I called and got a letter from Chex stating the all clear and he mentioned I shouldn't have an issue but, if so, have the person assisting me at the bank call Chex while I'm there. The girl at the 13th street location said it has nothing to do with Chex at this point so she didn't call. After asking how to correct this, there were no options given other than to wait because she said this can happen when moving (Although never in my 52 years). After asking her what if it takes 1 or 2 years, she literally shrugged her shoulders. Never in my life has this happened trying to give business to someone. I asked if I could get my cash ticket (717.73) from from the cash machine cashed out without penalty as she could not direct me to how to fix this issue. She asked a supervisor and I'll still be charged the fee. I then went to another location on 21st street to see if it was just that location. After waiting for lady helping to contact fraud and whomever else, she came back out and told me that I would need to go back to the other location and see if they could assist.

  

  Business Response

  Date: 11/18/2024

  Dear ******,
  
  Thank you for your feedback and inquiry. At the time of this response, our Retail Market Manager called and left a voicemail on the phone number provided. She would like the opportunity to speak with you about your account opening experience, check systems, and how to go about getting your full coin ticket reimbursed. Please feel free to contact our retail market manager back at the phone number provided in your voicemail or by contacting us at ###-###-####.
  
  Thank you!
  
  
  

• Initial Complaint

  Date:08/26/2024

  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 am writing to formally dispute errors in my credit report. Upon recent review, I found several accounts listed that do not belong to me. I am a victim of identity theft, and I have already filed a complaint with IdentityTheft.gov, which I have enclosed with this letter. I kindly request that you investigate this matter and remove the inaccurate information from my credit report.
  The accounts in question are:
  
  MERITRUST FEDERAL CRED
  
  Opened Date: 12/28/2018
  Account Number: ******** Amount: $23,512.00
  These accounts were fraudulently opened in my name and are not authorized by me. I request that the BBB helps facilitate the removal of these erroneous items from my credit report. I have also enclosed copies of relevant documents to support my claim, including the complaint filed with IdentityTheft.gov.

  

  Business Response

  Date: 09/05/2024

  Thank you for bringing this issue to our attention. Unfortunately we do
  not receive information from IdentityTheft.gov and have no records indicating
  that the loan referenced was a result of fraud. Please contact us at
  ###-###-#### and we will be happy to assist you with this matter.

• Initial Complaint

  Date:07/24/2024

  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.

  We got a car loan from this company on 5/22/2024 through the dealership and had no actual contract with the credit union. We received our first contract on 6/30/2024 saying we owed a late payment. We brushed it off assuming because of some massive storms here in Oklahoma that it got lost in the mail and we payed it. The next month on 7/24/2024 we received a notification that our payment was late yet again, but we never received a bill to let us know anything about it. We call the company to find out why we aren't being sent a bill and to ask them to send one at least 10 business days before the due date, the way every other financial institution in the world does. We were told, "We don't have that ability." Which is not true because they sent a late notice. When I asked for a paper bill and statement so I can create a paper trail because I find this whole thing suspicious I was again informed, "We don't have that ability. We can send late notices but not monthly bills."
  
  When informed that I would take this to your organization because this all seems wrong I was told that if I contact you they can no longer assist me any further. I explained that that's even more suspicious that they don't want to help me give them their money and was told to, "Just pay online." The online account has no paper trail I informed them and I would like physical evidence of payment. Then I was told that the call was over because I wasn't able to be helped further.

  

  Business Response

  Date: 08/02/2024

  *** *****,
  
  We understand your frustration.
  
  Since yours is an installment loan with the same amount due on the same date each month, it is not our standard practice to send out monthly reminders by mail. To provide you with a monthly record of payment due, we’ve ordered a payment book on your behalf for delivery to your mailing address.
  
  Detailed transactions, such as monthly payments, can be viewed online or in mobile banking, and we’d be happy to walk you through the process. Meritrust’s online and mobile banking gives you the ability to turn on payment reminders sent to you by email, text and/or push notification.
  
  An assistant manager in our contact center reached out to you by phone and by email to follow up on this situation on July 25, 2024 and received no response. Please contact us if you have any questions or if we can be of further assistance. We appreciate your business!
  
  Meritrust Credit Union

• Initial Complaint

  Date:05/28/2024

  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.

  There is a fraudulent account opened in my name. Meritrust gave me a series of steps that I needed to take to close the account. After completing them they gave me additional instructions, and that what I did did not count

  

  Business Response

  Date: 06/04/2024

  *****,
  
  Thank
  you for reaching out. Our Fraud team has been communicating with you directly.
  It is our understanding you are gathering and sending the documentation needed
  for the investigation. This process is in place for the safety and security of
  your identity, and we appreciate your time to gather necessary documentation.
  If you have additional questions at this time, please reach out to us at
  ###-###-####.

  Customer Answer

  Date: 06/04/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not been compensated for the time that I have had to invest due to be given incorrect instructions on how to close this account. Moreover I would like to be refunded the cost of the stamp I have had to use to mail my statement. My time is worth something and it is not right that Meritrust has made this process unnecessarily complicated on my end when it is Meritrust that made the error by opening a fraudulent account in my name. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/10/2024

  *****,
  
  Thank
  you for your reply. At the time we are notified of requests for investigation
  of fraud, the individuals requesting the investigation are provided with two
  options for submitting the necessary documentation: email or mail. Individuals
  who choose to mail these documents must cover the mailing costs. For
  convenience and to save time, we recommend individuals use electronic formats
  to send the requested documentation for this particular process. We have
  confirmed both options to submit the documentation were presented when you
  first spoke with Meritrust regarding your request. We appreciate your diligence
  in submitting the documentation to protect your identity. We have completed the
  investigation and have been in contact with you directly regarding the findings.
  If you have further questions regarding this matter, please call us at
  ###-###-####.
  
  Thank
  you.
  

• Initial Complaint

  Date:05/15/2024

  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.

  They repeatedly lie to me about my loan and my payments. I end up spending more money because of this and get nothing but attitude in return if I call to get an understanding. They refuse to let me refinance because I don’t make enough on time payments, I pay it in full at the beginning of every month. They have me on biweekly payments and have been telling me the full amount I pay will be for both payments but it’s not and they won’t switch me off biweekly, they reported to credit bureaus I’m not making payments when I am. I even had a representative in collections tell me to get a side job to pay it if I can’t afford it. They are very disrespectful and refuse to legitimately help or even be transparent about anything. There was even an incident where they made me pay more because “I never made a payment”, yet after I paid AGAIN I got yet another email about owing money. When I called another person found the “missing” payment, and I was sol on the extra money because they wouldn’t even credit the account. It has been nothing but stress and tears and money since going through them. My payments is $638 roughly and most months I end up paying almost $1000 because of their bs.

  

  Business Response

  Date: 05/24/2024

  Hi *********
  
  Thank you for reaching out to us. We have been in touch with you
  directly to assist with this situation, make adjustments to your payment
  schedule per your request, and confirm credit reporting is accurate. It is our
  understanding you are satisfied at this point in time, and if we can answer any
  additional questions or assist further in the future, don’t hesitate to call us
  at ###-###-####.