Complaints

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

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  Missouri Central Credit Union

  825 NE Deerbrook St Lees Summit, MO 64086-6750

• 

  Missouri Central Credit Union

  PO Box 6617 Lees Summit, MO 64064-6617

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:06/17/2025

  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 to see Missouri Central Credit Union as a current member, with an open perfectly paid loan prior to filing bankruptcy due to recently becoming a fully disabled Veteran. I met with loan manager ***** prior to filing bankruptcy in October 2024. ***** told me either through incompetence or malicious intent if I re-established my auto loan, with a significant amount of negative equity, they would gladly extend me a new loan after the discharge based on a scoring system they did not use. In March 2025 When my bankruptcy was discharged, I went back in to complete the loan process we had previously discussed and everything was different when I came back. None of the information I was given was accurate. They would not extend the credit ***** the loan department manager had promised. I believe I was taken advantage of because I am an easy target, I struggle with PTSD and Complex Dissociative Identity Disorder and interacting in most situations people can navigate easily can give me incredible difficulty. I was a Finance Director in the auto industry prior to being fully disabled. I did not ask vague or open ended questions prior to executing this. Loan Manager -"As long as you don't include us, we don't care". Once my bankruptcy discharged and I reaffirmed a debt that was not needed and put me in another financial hardship, my loan was denied after I filed bankruptcy as we had discussed prior to me doing. This was escalated to the branch manager who never bothered to dispute what I was told, it happened. He just told me "there is nothing we can do". Deceptive and unethical behavior. Now I am trying to pay this loan down faster and I have just been told.... "that's how we do it..and then I am ignored by their representatives and management. They do not utilize the industry standard of a "principal only payment" allowing you to make an additional payment going to your principal payment for the month has been satisfied. I could not be more disappointed.

  Business Response

  Date: 06/18/2025

  Thank you for the opportunity to respond to
  this member’s concerns. We also want to sincerely thank *** ********** for his service
  as a Veteran. We recognize that becoming fully disabled and going through
  bankruptcy are life-altering events, and we genuinely aim to support our
  members through financial challenges. 
  *** ********** applied for a new loan after
  his bankruptcy was discharged. While we understand he had previous discussions
  with staff prior to filing, all lending decisions must go through our standard
  application and underwriting process at the time of submission. Unfortunately,
  his loan requests were not approved based on our underwriting criteria. Although
  the loans requested were not approved as submitted, our team did attempt to
  structure an alternative vehicle loan, including offering potential rate
  concessions, which was declined by the member. While that application also did not meet approval criteria, we
  made the effort in good faith to explore options.  While we
  understand this was not the outcome he expected, it is important to note that no employee is authorized to
  guarantee loan approval before a completed application is submitted and
  reviewed.
  Regarding his request for principal-only
  payments: historically, this was not a payment option MCCU offered. However,
  following his recent inquiry, our team worked with our system provider to
  identify a manual process that allows us to accommodate this request. We
  successfully made adjustments to his most recent payments, which were completed
  on 6/16/25—prior to receiving this BBB complaint. Our Sales and Service
  Director followed up with *** ********** via email to confirm the
  details.  Going forward, principal-only payments can be accepted, but they
  must be clearly requested, designated, and submitted each time. This process is not automated and requires manual intervention, which means posting errors are
  possible despite our best efforts, particularly as our team becomes familiar
  with the new process. We appreciate *** **********’s patience as we work to
  support this request and will continue doing our best to apply these payments
  accurately when requested.
  In addition to the financial concerns raised,
  we must also address conduct during certain in-person branch visits. While our
  staff strives to serve all members with professionalism and care, some
  interactions from *** ********** have been disruptive and, at times, caused
  concern for the safety and well-being of staff and other members. These
  situations have been challenging for our team and required management
  involvement.
  It is never our goal to limit service, but we
  must prioritize safety and mutual respect. If this type of interaction occurs
  again, we will require that all future service take place via email or online
  channels only.  In that case, in-person access and phone support would no
  longer be available.  In the meantime, we remain
  committed to assisting *** **********, provided that all future communication
  occurs in a safe and respectful manner.
  
  Sincerely,
  Missouri Central Credit Union

  Customer Answer

  Date: 06/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I was told one thing and you did another after I was put into financial hardship. 
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 06/30/2025

  We are updating this to acknowledge receipt of the full payoff amount of $24,247.30 for *** **********'s loan from Adams
  Automotive Group, which was processed on June 27, 2025, satisfying his auto loan balance in full.
  As stated in our previous BBB response, MCCU offered a one-time hardship
  credit based on JD Power clean trade-in values. However, *** **********
  disputed this valuation and provided a written offer from Carvana for his
  vehicle at $11,900. Given that the loan has now been paid in full, MCCU intends
  to honor this offer by refunding the difference between the payoff amount and
  the Carvana offer, totaling $12,347.30. This refund will be issued via
  certified mail along with the $1 membership par value. No other offers,
  negotiations, or correspondence from the member on this will be entertained.  Prior to issuing the funds, we will only require *** ********** to provide his current mailing address to
  MCCU in writing, either through this BBB communication, online banking, or
  email, to ensure prompt and accurate delivery of the refund check.
  Please note that acceptance of this resolution by *** ********** will
  constitute full and final resolution of this matter, including permanent
  closure of his membership with Missouri Central Credit Union and closure of
  this complaint for our purposes.  We remain committed to resolving this matter
  professionally, safely, and promptly and appreciate your assistance.

• Initial Complaint

  Date:06/02/2023

  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.

  In April of 2022 I was in a car accident that left my car pretty well undrivable. I filed a claim with the bank through their collateral protection insurance. May of 2022 the company sent out an adjuster. June 2022 the company sent a settlement to the bank to pay for the damage. I went to four shops, all but one wouldn't work on it and all said it should've been totaled. September 2022 I found the shop that said they would work on it. Put in through the bank for a supplement to cover the rest of the repairs since the initial quote was under cost. I've repeatedly tried to call the bank on the status of the supplement to no returned calls or picked up when I call.

  Business Response

  Date: 07/06/2023

  Thank you for contacting us
  and sharing the concern.  Please know
  that the credit union does not make estimates or decisions on auto insurance
  claims.  That is handled by the
  insurance company.  We received the
  invoice from Procision Auto Body and Repair dated 6/21/2023 for the vehicle repairs
  in the amount of $17,448.80, along with a copy of an authorization form signed
  by Mr. Twilligear and also dated 6/21/23 for the repairs, and we then ensured a check
  was made payable directly to Procision Auto Body and Repair on 6/26/23 for the
  full amount of the invoice received. Attached are these documents, which we mailed as our initial response to the BBB.

  Business Response

  Date: 07/06/2023

  Dear Ashley, 

  Mr. ********** was in default of his loan obligation by not having adequate comprehensive insurance coverage on this vehicle for which we provided funding, which prompted Missouri Central Credit Union to place collateral protection coverage on the vehicle through our vendor SWBC Insurance Services, Inc. Upon his accident, we alerted SWBC of the accident and they dispatched an adjuster. They paid a settlement amount of $15,503.15 which their adjuster estimated was adequate for the repairs. 

  After his communication with us that this amount was not enough to do the repairs, we contacted SWBC and the company did an additional amount of $2,450.85 on June 14,2023. 

  We are not an insurance company and have no say in claims or cost of repairs. If he feels that the claim process was not sufficient and feels like the vehicle should have been totaled, his concerns should be submitted to SWBC. 

  We have an invoice from ********* **** **** *** ****** for $17,448.80 to repair his car and we have those funds for repairs. At the time of this writing, the funds have been forwarded for the repairs to Procision so the repairs can be made. 

  It is our opinion that he is responsible for making his payments as we have met our obligations, and he will need to provide proof of comprehensive insurance coverage showing MCCU as lien holder. Also, please note ****** ****** is no longer with the company and future correspondence should be sent to my attention. 

  Sincerely, 

   

  *** ****** 
  
  **** *********