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Business Profile

Credit Union

MassMutual Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

Customer Complaints Summary

  • 2 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:12/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 deposited my fathers life insurance check to pay delinquent bills including rent. MMFCU is holding over $500 of that deposit and claim it is for delinquent loans. If that is true they need to apply this to the delinquent loans and not just hold it as I will never be able to catch up the way they operate. Its very shady and they did not reach out to me about this I had to make multiple time consuming inquires.

    Business Response

    Date: 01/21/2025

    The BBB received this email from the business.

    Thank you for sending us the complaint. While we appreciate the work the BBB does for consumers, due to privacy laws in the financial industry we are unable to provide a response through the BBB. However, I am confirming that I sent a written response to the consumer addressing her concerns and offering her the opportunity to contact us to discuss the response.

    Best wishes,

    *****

     

  • Initial Complaint

    Date:07/13/2023

    Type:Billing Issues
    Status:
    Answered
    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 made a transfer of money from checking account using NEW payment MASSMUTUAL Credit Union Payment system (that *****) and I can't understand it and I don't see me having made a transfer a week ago. I can't REACH a human being on the phone .... not through the MM credit Card 800 # or the MM Credit Union! The payment is due tomorrow. I never miss payment but this new system is going to make me miss this one because it is not reflecting my transfer of money from my Mass Mutual checking account to my Mass Mutual Credit Card (which they just changed!!! - the number and everything - screwed up my ******* and ******* account. I don't miss payment but I will now due to this CRAPPY Corrupt NEW system they have put in place!!!

    Business Response

    Date: 07/28/2023

    I am writing with respect to your email to MassMutual Customer Relations dated July 11, 2023 regarding case ID# ********. You have asked that we provide a response to ************************** concerns.
    MassMutual appreciates the work that the Better Business Bureau does, however, this matter should be directed to the MassMutual Credit Union instead of the Massachusetts Mutual Life Insurance Company as this is in regards to her MassMutual Credit Union bank account.
    I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.

    Business Response

    Date: 08/01/2023

    MassMutual Federal Credit Union did go through a credit card conversion in April 2023. This did necessitate the changing of credit card numbers. This was communicated well in advance and again several times as the conversion happened, with explicit language indicating the account/card number was changing. This change in the card number requires cardholders to update their stored card numbers with any other merchants with whom they may conduct business. 

    The payment referenced in the complaint occurred on the due date of the payment and not the prior day. The payment was credited to the credit card as of the day it was made (7/12/2023). The transfer mechanism that was used to make this payment did not change with the conversion and behaves in the same manner that it did prior to the conversion. (Members will see the withdrawal from their deposit account on the day they perform the withdrawal, but may not see the credit to the card for up to two business days. Regardless, the payment is credited as of the day it is made. There is also language on the transfer screen indicating this.) 

    Ultimately, the member was not harmed in this case. No negative information was reported to a credit bureau as the payment was credited and was on time. 

MassMutual Federal Credit Union is NOT a BBB Accredited Business.

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