Business Profile

Credit Union

Municipal Credit Union

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

227 total complaints in the last 3 years.
68 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.

Initial Complaint
Date:02/21/2023
Type:Service or Repair 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.
On Tuesday, February 7, 2023 @ **** hrs I finally reached the Municipal Credit Union (MCU) customer service, Representative ********* about not being able to access my savings account. Upon further inquiry, ******** determined that a general hold was placed on my savings account because someone opened an MCU gold **** account in my name and missed a minimum payment on February 4, 2023. Apparently this recent, unknown, and unauthorized account was opened on January 11, 2023 with a $6,200 credit limit and had already accrued $986.00 in unauthorized charges. I requested that ******** submit and initiate an immediate fraud investigation of this unauthorized breach. As I explained to ********* I dont have an open credit card account and never opened any recent credit card accounts with MCU. I have a credit freeze on my credit report to prevent any new credit accounts from being opened. Furthermore, MCU discontinued their **** Gold credit card years ago, as confirmed by their credit card department. I requested my full balance of $1,061+ be reinstated in full plus interest because I never recently opened any credit account with *********************** I asked ******** to submit a fraud complaint with MCUs credit card fraud department and confirm the procedure with his supervisor because this was clearly an internal breach on MCUs end. ******** provide me with his managers name as *** ********************** According to ********* ************** allegedly initiated the investigation and sent it over to their fraud department for investigation. I requested to be transferred to fraud ***** but was disconnected. Called back credit card ***** after unsuccessful in directly reaching fraud ***** Finally reached *** **** at **** hrs at credit card services and requested a fraud report be generated and initiate an investigation on the recent fraudulent account. ** **** contacted the fraud ***** at **** Hrs and informed me that the opened Account could not be found and an internal breach investigation was initiated. Furthermore, I was informed that MCU would send me a confirmation email as to the initiated internal breach investigation. Finally, *** **** informed me that the investigation could take approximately 7 days before MCU would contact me with results.On Wednesday, February 15, 2023 at approximately **** hrs, called MCU dispute teams representative ******* but could not assist me because no open credit card account shows up. She transferred me to MCUs customer service but was disconnected. I called MCU contact center and at **** hrs finally spoke to representative ******** (same rep. from Feb. 7, 2023). I requested that ******** transfer me to a supervisor in order to release my savings account funds because the internal breach is not my fault and should not affect access to my savings account. At **** hrs allegedly conferred with manager online, refused to provide managers name (probably *** ********************* again), and the manager lifted the general hold on my savings account. No further update on my fraud report for the internal breach that I reported on February 7, 2023 for the new unauthorized **** gold credit card opened on January 11, 2023. The manager claims the account hold was due to inactivity for 2 years but this is NOT TRUE, MCU always issues an email before such a hold is placed on a savings account, never received any notice and I withdrew $20 on 08/2021. On Friday, February 17, 2023 at approximately **** hrs I called the MCU call center in order to close my savings account and for an update on my fraud report for the recently opened, unknown and unauthorized **** gold account. To my chagrin, according to Rep. ******** the unauthorized account has been run up to $5214.00 and a minimum payment is due on March 4, 2023. When I initially filed the fraud report with rep. I directed ******** and manager ********************** to immediately stop all further transactions on this fraudulent account. The manager claimed that an internal investigation was commenced but why didnt they shut down the fraudulent account as directed? Other customers have complained that MCU has avoided increasing insurance costs by not properly filling fraud reports, especially internal breaches. This is not only unfair but illegal. MCU should be able to expeditiously remove/shutdown the fraudulent account. Furthermore, I would like to be allowed to close my savings account of 28 years in order to avoid any further internal breaches on my account.
Business Response
Date: 03/10/2023
***** *******

****** ******** *******

*** ********* **** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on March 10,2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*********************
VP of Payments
Customer Answer
Date: 03/15/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not received any such letter addressing my concerns from Municipal Credit Union.
As per my initial complaint, I requested that my account be closed, a letter be mailed to me confirming that my account was closed in good standing, and that the internal breach matter was concluded in my favor.
Municipal Credit Union apparently did close my savings and mailed me a check for the remaining $21.40 in the account, however, no confirmation letter stating that my account was closed was ever sent.
Furthermore, no mention of their conclusion of the Municipal Credit Union breach pertaining to an unauthorized account opened in my name according to their supervisor *** ********************* and rep ******** as
indicated in the aforementioned complaint.
Municipal Credit Union has a history of ignoring customer concerns, giving them the run-a-round, and other malfeasance as evident by their former CEO and other executives recently going to prison for embezzlement.
I am still waiting for a response from this business and seriously doubt if I will ever receive any.
I would very much like to receive an acknowledgment letter from this business regarding all of my concerns.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Business Response
Date: 04/17/2023
***** *******

****** ******** *******

*** ********* **** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on April 17,2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*******************
Director of **** Services
Initial Complaint
Date:02/08/2023
Type:Billing Issues
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.
I disputed a charge that I didnt make for six flags and they had the audacity to charge my card again for this nonsense. I would like my money back!
Business Response
Date: 02/23/2023
February 23, 2023

Better Business Bureau:

Re: Complaint File No. BBB ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on February 23, 2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*********************************
Customer Answer
Date: 02/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I would like a refund . I dont dont see what situation they resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************

Business Response
Date: 04/17/2023
***** *******

****** ******** *******

*** ********* **** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on April 17,2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*******************
Director of **** Services
Customer Answer
Date: 04/20/2023
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
Date:02/03/2023
Type:Service or Repair 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 mailed a check to internal revenue and the mail was dropped at one of the mailbox in he street. The check was $ ******. The check was altered and washed for a different amount which was ********* cents. It is clear with no questions asked the checked was altered because my signature was forged, and there was a lot of errors involved because the person tried to write his signature over my name several times with a pen. The name that he wrote was just an initial AZ. MCU let the check through and now they refused to give me my money back and told me that they do not know when I will have the money back because they have to investigate the amount. MCU had to investigate the check before they released the fund and it is now too late to do their investigation. I would like to have my money as soon as possible which is by tomorrow 02/03/2023. I sent a check to pay for my daughter's tuition is it now bounced and the school charged me $80 and the bank charged me $ 32 for insufficient funds. I need to have these money back. Please help me get the money as soon as possible because the school can drop my daughter's classes for non payment.
Business Response
Date: 02/17/2023
******** *** ****

****** ******** *******

*** ********* **** *** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on February 17, 2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*****************************
EFT Department Manager
Initial Complaint
Date:01/30/2023
Type:Service or Repair 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.
My car loan was paid off in December and have never received the correct lien release. I have called 3 to 4 times to be told that a specialist will call me to fix this issue. No one has ever called me yet. I went to the branch on ********* ****** and was given an incorrect lien release the two times I went. I called and spoke to a supervisor who did not help at all. I dont understand why MCU will not give me the correct paper work or even a call back.
Business Response
Date: 02/13/2023
******** ** ****
****** ******** *******
Re: Complaint File No. BBB ********
We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member on February 1, 2023. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.
Sincerely,
****************************
Initial Complaint
Date:01/27/2023
Type:Product Issues
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 29, 2022, I called MCU about apparent errors in my mortgage account where principal only payments were misapplied as regular mortgage payments. The errors over the course of a few months resulted in an overpayment of interest to MCU. I spoke to ********************* on 12/29/2022 who stated the errors could not be changed in the system. After I asked to speak with a manager, ************ noted she would have a manager call me. No one returned my call. On January 9, 2023 at 12:55pm I spoke to ******************* who took a message and had **** (no last name noted) call me back at 1:25pm the same day. **** noted a manager, ***********************, would return my call within 24 hours. I did not receive a call back. I called back on January 26, 2023 and spoke to *****, who noted ****************** would be given the message to return my call. As of January 27, 2023, I have not received a call back. MCU is holding payments that are not rightfully belonging to them and not handling the issue. I only want my mortgage account corrected.
Business Response
Date: 02/23/2023
This was resolved directly with the member on 2/17/23.
Customer Answer
Date: 02/24/2023
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
Date:01/24/2023
Type:Service or Repair Issues
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.
There's been some fraudulent activity on my credit card in which I've reported on December 11th 2022. I was told that there would be an investigation and I would received a replacement card within 21 days due to a shipping issue. I called again on January 12th of 2023 due to not receiving my card after a entire month. I was told then told that my card should be arriving the next day and if not I should call back. I called again on the 13th of 2023 to inform them that I still haven't received my card in which they told me that my card was still in the processing stage. I called again today to check the status of my card and to my surprise it has yet to move from the processing stage. I'm unable to pay some of my bills and complete daily transactions due to the fact that I have not receive my credit card and it soon will be 2 months without my card. This is very unacceptable for anyone to endure.
Business Response
Date: 02/08/2023
******** ******

****** ******** *******

*** ********* **** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on February 8,2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*********************************
Customer Answer
Date: 02/09/2023
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 and the matter has been resolved.

Sincerely,

****** ****
Initial Complaint
Date:01/18/2023
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 the *** Machine last week and deposited $60 into my account to pay a bill. I already had some money in my account I wanted to make sure I could cover my bills. So after I made the deposit I went back home to pay my bills on 1/12/23 after making the deposit. My daughter also sent me $90 thru my cashapp now I sent it to my bank account which comes in my deposit as $87.52 . So now I proceed to pay the following bills. I pay my Liquor store bill -$27.99 on 1/12/23 and $-16.20 and $-32.99 came out my account on that day so my deposit was $147.52 on that day correct? Deduct the following on 1/12/23 coming out my account the $16.20 , $32.99,and $27.99 comes to $77.18 from my original deposit of $147.52 this is the $60 deposit and my $87.52 from my cashapp correct? Leaving a balance from my deposit of $70.34 still in my account correct? Now moving forward to 1/13/23 their was two transactions completed by me on Jackpocket for $-22.09 and $-22.09 both of these transactions took place on the 1/12/23 removed from my account on 1/13/23 though so out of my balance remaining on 1/12/23 $70.34 my balance you Will deduct$-44.18 correct? Leaves a balance of $26.16 on 1/13/23 correct now on the 1/13/23 I have a cashapp deposit from my daughter of $220.00 in my cashapp which I deposit into my account adding that which becomes$213.95 from cashapp correct adding that to my $26.16 now I have a balance of $240.11 in my checking account on 1/13/23. Now I proceed to pay the following bills on 1/13/23 ; $-55.98 and $-40.00 and my capital on payment of $-60.00 on 1/14/23 so on the 1/13/23 only $-95.98 came out my account on that day remaining balance left is $144.13 in my account. Now on the 1/14/23 the $-60.00 was debited from my account 1/13/23 that leaves a balance of $84.00. Now on the 1/14/23 I have two more transactions from the 1/13/23 paid the $-22.09 and $-32.99 leaving my account with a balance of $29.05. On the 1/14/23 their was a debited $16.32 from my balance leaving $12.73
Business Response
Date: 01/31/2023
******* *******

****** ******** *******

*** ********* **** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on January 31,2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*********************************
Customer Answer
Date: 02/02/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I do not appreciate how Municipal Credit Union deal with their customers. They are very discerning with how their representatives handle their clients. I felt like my concerns was ignored and not answered or refunded to my satisfaction very unprofessional. Like I stated in my earlier statement I stand by my findings upon doing my own forensics on my account. I strongly suggest that they check their agents that work from home base. That is not all they are doing their watching certain accounts and ciphering off certain accounts that they feel will not be missed. I met another lady that day I went to the bank to dispute my money being missing and ironically so was she. That was not a coincidence not at all; Im not happy with how they dismiss you on the phone or in person. Im closing out my account and message to all the other people that does banking with MCU beware because they are taking peoples money. I know cause I was a victim I chose to leave their financial institution as well closing my account.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************

Business Response
Date: 03/13/2023
***** *******

****** ******** *******

*** ********* **** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on March 13,2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*********************************
Initial Complaint
Date:01/12/2023
Type:Service or Repair 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.
Hello, On Jan 2, 2023 I received a fraud alert from MCU at 10:05pm in the sum of $105.56. The prompted me to say yes or no if I authorized the purchase. I was asleep in my bed and in I errored by indicating yes. I attempted to correct my error once I realized my mistake. The **** unit did it best to assist me that evening, but was unable to assist me because my card was a debit card. On Jan 3, 2023 I called MCU and explained my error. I informed the rep. I did not authorize the the $105.56 and wanted my card closed and requested a new card. The rep. explained to me it would take 7 to 10 days to receive a new card. Today, I contacted MCU to see if they could track my new card. I was informed that my card was deactivated but there was no order for a new card. She explained I would have to pay $25.00 for a 2 day delivery for the new card. I expressed that I should not have to pay $25.00 because the MCU rep. errored in not sending out the new card. I went on to say 8 days have now passed and it is unfair that I would have to wait another 7 to 10 days if I don't pay. The rep. then reached out to her supervisor to waive the $25.00 fee, she informed me that the fee waiver was denied.
Business Response
Date: 01/26/2023
******* *******

****** ******** *******

*** ********* **** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on January 26,2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*********************************
Initial Complaint
Date:01/02/2023
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.
The nature of dispute is inaccurate credit reporting.I have contacted MCU about correcting this matter but they continue to inaccurately report to Transunion credit bureau. They have caused my credit score to dip 56 points at present and this may impact my purchasing ability. I want them to resolve this matter and to ensure that it doesn't happen again. I am in the processing of purchasing property and I don't want any surprises. I don't have to contact them nor anyone else if this happens again. According to CreditKarma and Transunion, NYMCU is reporting that I have utilized more than 30 percent of my credit. The document attached is my reason for dispute.
Business Response
Date: 01/18/2023
January 18,2023

Better Business Bureau:

Re: Complaint File No. BBB ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on January 18,2023. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*********************************
Initial Complaint
Date:12/21/2022
Type:Product 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 hope all is well and happy holidays. I'm reaching out because on Nov. 7th I reached out to my bank, MCU, regarding a subscription that I canceled with resume help back in the month of February 2022. I tried reaching out to resume help on multiple occasions prior to contacting my bank however they weren't able to find my information. Resume help educated me that my subscription with them was canceled in February in their system. I let them know that I was still being charged and basically, they weren't able to pinpoint how they were still withdrawing funds from my account. I then reached out to my bank and explained the situation. they sent me a new debit card and stated they would look into the situation and provide me a credit to my account. Today is 12/20 and I have yet to receive a credit back to my account. If I don't reach out to MCU and explain the situation it's as though no one cares. They told me they needed the emails from my communications with Resume help, I paid $10 on Nov. 30th and sent them via Fax. I called them as soon as I sent it and a MCU representative explained that it normally takes 2-3 business days for it to process and appear on the account. I then reached back out the following Monday and the Rep I spoke with brushed me off stating it still wasn't processed and I had to follow up later in the week. I then reached out again on Wednesday or Thursday. I spoke with a supervisor that educated me on submitting the documents again to the same fax number, which to me makes no sense. I asked for an email address, and they explained that docs can only be sent by fax or by mail and the mailing option can take up to 21 days. I then reached out again on Dec.18th and the supervisor I spoke with educated me on calling back in 3-5 business days (again) for an update. I requested a manager, and no one was available to take my call live, I was offered a callback, no one called back. I honestly just want my money back. I'm being treated unfairly as the consumer
Business Response
Date: 12/30/2022
******** *******

****** ******** *******

*** ********* **** *** *** ********

We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on December 30,2022. The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

Sincerely,
*********************************
Manager of Electronic Services

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Municipal Credit Union is NOT a BBB Accredited Business.