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Business Profile

Credit Union

Gateway Metro Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

This profile includes complaints for Gateway Metro Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gateway Metro Federal Credit Union has 12 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints 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:07/31/2024

      Type:Product Issues
      Status:
      Resolved
      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 was charged a $29.50 insufficient fee charge for a returned transaction where I was short by less than $1.00($.56). The transaction was $8.99. I had $8.43 in my account, and they charged me $29.50. I have submitted a dispute fee form to remove the charge since the amount was so small, and it has been rejected. I do not think that this is fair practice since the amount was only $.56. I believe this fee should be waived. It is such a small amount. A computer transaction should not prevent the employees at this bank, who are to perform a service to their members, from having some shred of human decency to see that the charge is unfair and unnecessary given the amount of the shortage. This is ridiculous, and I have no problem closing my account because of this nonsense.

      Business Response

      Date: 08/02/2024

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

      Your refund request has been received and we have reviewed your account. The fee was charged because your account lacked sufficient funds.  We have refunded this type of fee on your account several times in the past.  Your fee has been refunded and your account has been noted as such.  In fairness to the entire membership, we cannot allow future refunds of this type.  

      We would be happy to discuss with you the different options that are available to avoid this type of fee.

      If you are interested please give us a call to discuss.

      Have a great day,

      *******

      Customer Answer

      Date: 08/02/2024

      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:07/09/2022

      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.
      The Credit Union is trying to tell me that when I have funds on hold they are not available and therefore when another charge come through the money is not available. Based on my history ofon line baking the information i do not find the fees to be justified (see highlighted) and it there word or mouth they provide to apply fees . The yellow highlighted fields is what i do question. They DID refund the blue highlighted 1 charge as a courtesy. If they are going to charge me the fees I need supporting documents to show where my endiong balance was a negative before they appy the fees.

      Business Response

      Date: 07/27/2022

      We provide our members online banking access to see the current balance and available balance at any given time on their account.

      The current balance is the amount of cash presently sitting in a checking account at any given time.  However, the available balance is the current balance minus any pending transactions that haven't been fully processed yet and are on hold.

      When a member authorizes a merchant to debit their account depending on the merchant it can sometimes take 2-3 business days before the amount(s) is subtracted from the current balance.

      We have returned fees from her account several times in the past and have recently refunded a fee this month.

      We will be happy to speak with her if she has any other questions regarding her account.

       

      Thank you.

       

       

       

       

      Customer Answer

      Date: 07/27/2022

      Complaint: ********

      I am rejecting this response because:

      when i review my on line banking  (that is why i signed up for it to make sure this would not happen) it does show the amount available and they are pending to come out on a particular date. When i have a pending deposit you dont apply it to the account till that date??? All I need is SUPPORTING documents to show it was paid on the pending date and the cash was not available because my on line banking does not support your decision. In the past when you advise my auto deductions caused the overdraft i had to take your word ---but now that i have on line banking I can see it does not support

      Sincerely,
      **** ******

    Gateway Metro Federal Credit Union is NOT a BBB Accredited Business.

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