Complaints
This profile includes complaints for Members Heritage Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/25/2023
Type: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.
My brother and I have a mortgage via Members Heritage, We have always paid on time, paying two payments each month....one payment for the current month and one payment for the following month. This worked great for a very long time..until November 2022. Members Heritage admitted to making a mistake and putting the following month's payment towards the principal and they then hit us with a 30 day late penalty! Although a couple employees have admitted their mistake, others have said it is our word versus yours and they hang up on us. Due to Members Heritage's mistake, my brother and I have a late mark on our credit. This has been costly to my brother and I who are very successful in business and need good credit scores. Members Heritage management won't even return our phone calls! We are taking this step first before pursuing all legal actions. This is unfair and simply wrong! The rude behavior of the employees has been awful to us. We are requesting that the late payment be removed from all credit bureaus effective immediately! Thanks, ***** ****** ***
Business Response
Date: 05/05/2023
To Whom It May Concern:
We have contacted the ******** to discuss their concerns
and specific details regarding this request to remove a late loan payment
from all credit bureaus. Upon further investigation of our records we've
determined that this reporting is correct. We will continue the
investigation to resolve this matter in a amicable settlement of this dispute.****** ********* ********* **** *********
Customer Answer
Date: 05/17/2023
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.The ******* & Members Heritage Federal Credit Union have reached an amicable agreement. We appreciate Members Heritage working with us to resolve all issues. We look forward to working with Members Heritage in the future.
***** ****** ***
Sincerely,
***** ******Initial Complaint
Date:02/06/2023
Type: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 took out an auto loan with Members Heritage in October 2022. The first payment was due November 2022.
Proof of insurance was provided through the dealer at the time of our purchase.
Today, 2/5/2023, I noticed they added a $10,300 charge on our loan for insurance. We’ve never had a lapse in insurance and we have NEVER received a single phone call from Members Heritage explaining the charge. It was not a condition of our loan - or at least it was not disclosed.
I have messaged Members Heritage for explanation and immediate removal of this unfounded charge.
This is the second issue we’ve had with them. They do not communicate to their customers and clearly rely on an outdated, ineffective online system to serve as their customer service.
I will not recommend this company to anyone looking for an auto loan. Further, I will be advising the dealership of this instance so that they can be sure future customers are aware of thousands of dollars in additional charges post-purchase.Business Response
Date: 02/08/2023
To Whom It May Concern:
On November 1st, 2022 we converted to a new software system, this may have caused some delay in notices being sent in a timely manner regarding this matter. We've reviewed the complaint and after researching have found that we did add $10,331.68 to Mrs. Sams loan due to not receiving the proof of insurance we require. We contacted her insurance company and got what was required and have made a full refund to the loan.
We are sorry for the error and will contact Mrs. Sams to discuss the situation and refund.
Please let me know if you have any further questions regarding this matter.
Sincerely,
****** ********
************
******************
Initial Complaint
Date:12/27/2022
Type: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.
On December 16th, 2022, I remotely submitted a deposit of a check for $550. Also, a cash app payment of $41.00 was submitted on December 16th, 2022. In the past, I have submitted remote deposits with no issue and the money is available that same day. Since November 1st, 2022 I have encountered multiple issues regarding accessing the funds in my account and also knowing the details of the transactions. The issue I have at this time is that I have reached out to several staff members and they have dismissed my concerns.
Today December 20th, I went to the local office regarding my account being in the negative. I explained to the representative that I submitted the deposits On December 16th after business hours and that on December 19th the app reflected that the funds were available. In the past, if someone sent ***** or **** *** the funds are available immediately. However, this time I had to wait for the funds. On December 19th the app reflected that the funds were available for the Cash App payment and the remote deposit submitted on December 16th, 2022. The MHFCU explained that I need to pay attention to the availability and that I could have come to their location and submitted the check in the night deposit instead of going through the app. I was also told that the app holds the funds for 2-3 days however at this time the funds of the $550.00 is still not available. I was told that there are no restrictions applied to my account. I was told that I would incur the $29.00 NSF applied today and any other after today until the money is released. I am disappointed with how things have been handled at my expense. I have been negatively impacted financially and the issue has not been resolved. I attached documentation to show how the dates change within the app. I have been with this bank for 27 years and never encountered these kinds of issues. This has created a chain of events, I should not be charged the NSF. Disappointed is an understatement at this point.Customer Answer
Date: 12/27/2022
Good afternoon
I would like to withdraw my complaint against Members Heritage. The issue was resolved before the snowstorm. I spoke to **** ************ regarding my concerns, I believe on 12.21.22 and she addressed the issue with understanding, knowledge, and empathy. She explained in detail what had happened with the account and recommended methods to prevent this from happening again.
I had spoken to four other representatives before her that dismissed my concerns so that is why I had reached out to the BBB for assistance.
I appreciate your assistance in this matter but I would greatly appreciate it if your office would close out the complaint as soon as possible.
Kind regards,
**** *************
Initial Complaint
Date:08/15/2022
Type: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 got a $3000 loan from the company to help build my credit. I was never late and they told me that it would be reported with all three the credit bureaus. They haven't done it yet.
******* **** *********Business Response
Date: 08/22/2022
To whom it may concern:
The loan account monthly payment history is reported to the three credit bureaus. Please have the member contact the Credit Union directly to further discuss this complaint. We do have documentation that proves the loan activity has been reported.
Sincerely,
****** ********, Executive Vice President
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