Complaints

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:10/13/2022

  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.

  There was a block placed on my debit card inadvertently and I called MAFCU on 10/10/2022 to have it removed. I went through the authentication process and they stated the hold would be removed. I discovered on 10/13/2022 that the hold was not removed. I called MAFCU and after authenticating my information a 2nd time, she was unable to remove the block. She then transferred me to the fraud department where I authenticated my information a 3rd time. The fraud representative was unable to remove the block because I couldn't give him a transaction date, time, vendor, and amount used on the card, despite the fact that I had authenticated every other piece of information previously. I asked to be transferred to his supervisor. I was then transferred to Anthony R*********, to whom I authenticated my information a 4th time. Despite the fact that I am the primary account holder and the card in question is owned jointly by my wife and I, he refused to remove the block. The issue is this department stated they did remove the block 3 days prior, when in fact they did not. They caused the error and yet demanded me to authenticate my info 4 times and still did not remove the block from the card. When I asked to speak to Anthony's supervisor, he told me he is not allowed to give me the full information and refused to give me any contact info. It's interesting how I am required to give myriad data points, and yet when I ask to speak to a manager for conflict resolution, I am told that is not possible. The process and system is flawed and I was dealt with in an incredibly unprofessional manner. I request an apology from Anthony R************* for his unprofessional demeanor and an apology from the fraud department for making it nearly impossible to access my money despite jumping through all the hoops they created.

  Business Response

  Date: 11/26/2022

  Dear **** *******,

  We have received the complaint you sent to the Better Business Bureau in reference to the service you received from Mid-Atlantic FCU regarding your MAFCU debit card. 

  Please accept our apologies for what you experienced due to that service.  We should have been able to take care of the request the first time without transferring your call to our Fraud Services department.

  We appreciate your membership with MAFCU.  Please let us know if there is anything else we can assist you with or if you have any other questions.

  Sincerely,

  Lisa P*****

  Assistant Manager

  Member Service Center