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Business Profile

Credit Union

Municipal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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Municipal Credit Union has 10 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2022

      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.
      In September 2022 there was fraudulent activity on my checking/savings account and debit card. I have called multiple times trying to get details. Each time I call I am transferred multiple times. There has been no communication with me since October, although I am told someone will get back to me. I am in desperate need of resolving this matter. Perhaps BBB will have a better outcome.

      Business Response

      Date: 01/04/2023

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

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

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


      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on January 4, 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: 01/09/2023

      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]

       This is a typical response from MCU yet nothing was resolved.  This is totally unacceptable.  There was fraudulent activities on my husband and I savings account and debit card.  After making multiple calls to get a clear understanding I have yet to speak to anyone. 

      On 12/22/2022 @ 3:05pm I received a call from a representative at MCU named ********************************* from the ********* department.  When I explain to her about the fraudulent activities on my account, she advised me she was not the correct person to speak with. ******* stated she would have the appropriate person contact me before end of day.  Two weeks later I am still waiting for a call back.


      I explained to **************** constantly hear from MCU that someone will call me back and no one ever does.  She advised me that she works from home and not in a branch.  I asked for her office number and she said I could call her back on her cell phone ************.  I left her a message and still no return call.
      There must be someone in the fraud department I can speak with to resolve this matter.  My husband is a victim of identity theft.  Please advise.

      Regards,

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 01/26/2023

      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:

      [Response is unacceptable.  I need to speak with someone from the fraud protection department to get a clear understanding on how their decision was made.  I don't understand why I can't speak with anyone.  This customer service is totally unacceptable.]

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/07/2023

      ******** ****** 

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

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

      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on February 7,2023.  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.

      **********************************
      ***************
      Manager of Fraud Investigations

    • Initial Complaint

      Date:12/12/2022

      Type:Sales and Advertising 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 sent my son $100 to cashapp from my acct. I looked the next day and 2 separate $100 had been taken out of my acct. one had my name on it and the other said my son name but it was in my bank acct. only 1 $100 deposit was in my cashapp acct that I sent to my son. The bank got the $100 back from cashapp from my son. They just deposited that money the other but have yet refund me the 2nd $100 that was taken the same day. I did not want them to take any money from my son that was supposed to go to him. The other $100 just disappeared from my account. They are acting dumb.

      Business Response

      Date: 12/28/2022

      ******** ******* 

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

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


      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on December 28,2022.  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

    • Initial Complaint

      Date:12/10/2022

      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.
      MCU has held up $3,100.00 of my account monies from a deposit made on November 30th, 2022 between 730amx8am, payroll checks that should have been cleared no later than December 2nd, 2022, which has cause me a financial hardship at this time. I have called MCU member services on two occasions with no answer as to why MCU has a hold on my funds.Sincerely,************************* Account #*********

      Business Response

      Date: 01/06/2023

      January 6, 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 6, 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:11/28/2022

      Type:Service or Repair 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.
      MCU had a recent system update upgrade from 11/11/2022 to 11/13/2022 claiming their computer system will be improved to serve and provide our members faster and better service. MCU also states in their system update comment/email that all account information will remain the same as well as Debit and Credit card account/history. On 11/14/2022 in the morning i checked my mobile MCU app to see any updates, my entire credit card account and history was removed from my account. I checked my account website version and still i cant see my credit card account. I had called a rep that day to see why my credit card is removed from my account and the rep stated to give the system time and it will update. The next day 11/15/2022 in the morning I checked my account on the MCU app and web version and still no update. I called for a rep to explain my issue again and I received the same answer from the rep, give it time. Constantly checking my account everyday and STILL no update until 11/18/2022 I called AGAIN to speak with a rep about the same issue and to make a payment since I have NO ACCESS to make a payment but this time a rep stated she cannot see my checking and savings account and is unable to submit a payment. As far as my credit card account removed from my account with NO PROGRESS, they now cant see my account to make payments. Throughout all my calls to this bank not ONE representative was helpful nor did they tried to resolve the issue, their excuse was always the system was recently update so wait, we will get to you when we feel like it. I received a service ticket from MCU to resolve the issue. It is now 11/23/2022 in the afternoon and I have yet to receive a call or a email in regards to my credit card account being removed for no apparent reason. From 11/14/2022 til now 11/23/2022 No emails were sent out about the system outage. No apologies. Nothing. MCU deliberately removed my credit card account and I'm forced to wait.

      Business Response

      Date: 12/02/2022

      ******** ****** 

      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 December 2, 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,
      *********************************
      *********************
      Electronic Services

      Customer Answer

      Date: 12/12/2022

      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:11/23/2022

      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.
      In November I went to the MCU on **********, Staten Island (branch) to recieve a loan payment and the Manager that this branch refused the loan pay out because they claim they don't do business with this certain dealership *********************. I proved to the branch manager that they infact do and have done business with this. So MCU just flat out denied me the loan without doing any investigations or at the very least call the dealership and speak to the manager there to explain. This left me Embarrassed, disrespected and hurt cause I put time into looking for a specific car. They couldn't even give me a reason why they would not look into this issue. MCU manager just left me there feeling totally Embarrassed.

      Business Response

      Date: 12/01/2022

      December 1,2022 

      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 December 1, 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,
      ***********************
      Director of Retail Banking

    • Initial Complaint

      Date:11/21/2022

      Type:Billing 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.
      Whom may it concern, My name is *************************** I been a member with MCU since 2008 I since was a child. In the year of 2017 there was a misunderstand with family members where I was trying to help a cousin out before she goes to jail, so I deposited a check into my account, and it bound. I remain a member and start to do right by my accounts. I learned that I can't help everyone and not when it comes to my banking information. In January 2022 Mcu issued me out a card which I was doing so wonderful with but as of Friday, at 4:30 pm I lost my whole wallet with all my cards in it. Saturday at 10am I went to Municipal credit union on 150th and ************** in the Bronx. I was in form that my account is currently locked due to the incident that happened in 2017. The representative in the front was very rude and unconservative. When I got to the teller, I was informed that if my account was locked why was I issued a card the locked should have been taken off. When I finish with the teller, I walked back to speak to the same representative and asked her can if I can speak to a manager. Once again, she was very nasty and rude, so I just walked away. I been a very loyal member we all make mistakes I was young and I'm older now I'm just asking can someone resolve this manner.

      Business Response

      Date: 12/01/2022

      December 1,2022 

      Better Business Bureau:

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

      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on December 1, 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,
      ***********************
      Director of Retail Banking

      Customer Answer

      Date: 12/02/2022

      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:11/14/2022

      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.
      Municipal credit union did an update from 11/11/22-11/13/22. I got a direct deposit on 11/9/22 and transferred all of my money to my Cash card and was left with a. Balance of $1.33 as of 11/9/22. Come 11/11/22 I get email notifications that ******* and a few other purchases has been processed on my debit card that NYMCU would normally decline and reached over $400. I had to call their fraud department and cancel my card and I am canceling this account also. How and why did all of these transactions go through and I only had a balance of $1.33? Then on the website it states that while they was performing system maintenance for the weekend on 11/11/22-11/13/22 they was allowing up to $500 on accounts to be used regardless of the balance that is in the account. How do you give folks loans without them signing off on it? I have Never felt so scammed by bank in my life. I need a report filed with the *** ************************ as well, because this is unacceptable and nothing other than fraud.

      Business Response

      Date: 11/29/2022

      ******** *** **** 

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

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

      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on November 29, 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,
      *********************
      ************************************
      VP of Payments

    • Initial Complaint

      Date:11/10/2022

      Type:Service or Repair 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.
      On October 6 I called the MCU costumer care to file a dispute about some Apple bill transactions. I was told in that conversation that my debit card was going to be blocked and another debit card was going to be send to me in 5-7 business days. I was also concern about another transaction of $32 charge twice on my account. After October 6th I did not use my debit card and I was also locked out from my Mobile app to check my account. I had to reset my Mobile app after doing so I notice money being transferred over from my savings to checking and vise versus. At the end of my September bill statement I had $1080.57 in my Savings and $338.00 in my Checking. All my money is gone including the $302.00 that was on dispute. I called MCU a week after to ask about my new debit card. Their response was that no new card was ever send because no other was placed. I had to re-tell my situation to the new costumer service representative. Again transferred me over to the dispute department, tell the situation again to this person. But not grasping the part of not only the dispute situation but where was the rest of the money? The representative again said to me that this time my account was blocked and that I would receive a new debit card in 5-7 business days. I received the new debit card but not after being charged again $5 for a new card plus charges from Apple bill that where supposed to be blocked and disputed. I was supposed to get phone calls from a specialist in regards to my account but no one called me to explain or try to resolved my situation. Although they stated that on October 21st the dispute was settle I never saw the $302.00 because all of my money was gone from both accounts savings and checking without a trace of how in my October statement.

      Business Response

      Date: 11/22/2022

      ******** *** **** 

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

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


      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on November 22, 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,
      *********************
      ************************************

      Customer Answer

      Date: 12/05/2022

      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:

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

      They still didnt resolve the issue and couldnt explain where my money:
      The refund of the unauthorized apple bill transactions before and after the dispute was filed.
      The 2 times I was charged $32 fee for the deposit of 1080.00.

      Sent from my iPhone 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/19/2022

      ******** *** **** 

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

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


      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on December 19, 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,
      *********************************
      *********************
      Electronic Services

      Customer Answer

      Date: 03/06/2023

      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:11/03/2022

      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 would like to finally see more workers so that the customers dont have to sit so long in the waiting area. Waiting in a bank to speak to a customer service for over an hour is unacceptable.

      Business Response

      Date: 11/09/2022

      ******** ****** 

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

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


      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on November 9, 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,
      ***********************
      Director of Retail Banking

    • Initial Complaint

      Date:11/03/2022

      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.
      Hello, I was in a total loss accident in June of 2022. My8979 for my car was municipal credit union. A letter of guarantee was sent over to the leader to stop the payments and even after speaking to multiple representatives they told me that the payments will automatically stop as soon as the letter of guarantee was received. I confirmed with GEICO to make sure that the letter was sent and received which it was. I never was late on any payments with municipal credit union even in February that theyre showing. I cant get no car from the because of these two latenesses on my account. Please help me correct this issue. It is more than appreciate. Thank you for your time

      Business Response

      Date: 11/10/2022

      ******** *** **** 

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

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


      We are in receipt of the complaint for the above-referenced member.  We addressed this matter directly with the member by mail on November 10, 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, *************************************

    Municipal Credit Union is NOT a BBB Accredited Business.

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