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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

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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.
    • 67 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:08/26/2024

      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.
      I applied for a bill consolidation personal loan and was approved. For ******.All checks were directly sent from MCU directly to the creditors I listed accept for one in the amount of ********** credit One Bank.After 7 days I called the bank, they said I had to wait until 14 days. I called back again, I then went into the branch, the branch stated I had to wait until 30 days, I waited 30 days then went back to the branch on 7/22 I was told they would fund the amount to my account so I could pay the bill. I signed the notice. ****** stated they would notarize I have not received a check, deposit and the creditor still has not been paid.

      Business Response

      Date: 09/09/2024

      ********* ** **** 

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

      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 September 9, 2024.  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:08/26/2024

      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.
      I set up two accounts with ********************** is primarily utilized as an emergency savings and checking account. As such, my usage is infrequent, with my last authorized transaction being a deposit of $300 on April 19, 2024 and my last authorized purchase occurring on November 1st, 2023 for $15.03.On the evening of August 6, 2024, I attempted to use my account for an emergency but surprisingly met with unauthorized transactions. Unfortunately, I was unable to contact the MCU bank due to your business hours. When I attempted to contact the fraud department listed on the website, I was redirected to contact MCU during normal business hours due to me holding a debit account.The next business day, 08/07/2024, I contacted the bank during business hours and spoke with the dispute department. It was then that I was informed that there were actually 6 attempts made for a "birkenstock" purchase, but that only 2 were actually successful. It is highly concerning that I was never notified by the bank when these transactions occurred. Nearly a week later, on 08/13/2024, when I followed up on the status of my dispute, I was informed that my dispute was denied due to "60-day time lapse". I was informed about the denial and was advised to send an email in attempt to appeal the denial. My last call to MCU, was on 08/19/24, regarding the dispute was to follow up on the appeal that was sent. The representative continued to talk over me and use a condescending tone with me regarding the self-management of my account, and avoiding the offense.As a MCU customer, I was very frustrated and disheartening that I had to discover these unauthorized charges on my own, without any notification from MCU, which would have allowed me to respond promptly. To date, I have not received a call or email correspondence regarding my account nor my dispute or dispute denial. I continued to have to call MCU for updates. Security should be top priority for your banking customers, along with effective communication.

      Business Response

      Date: 09/05/2024

      ********* ** **** 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on September 5, 2024.  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: 09/11/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:08/13/2024

      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.
      8/1/24- vendor charged my debit card without authorization. MCU texted and emailed if the charge is valid. I responded via email it was not valid. MCU blocked my debit card. MCU emailed me with a policy stated they would contact me to discuss.8/3/24 -MCU Fraud unit never contacted me to discuss or unblock my card. I called MCU and spoke to MCU supervisor that stated she would ***** a new debit card to my FL temp address I provided.8/5/24- I called MCU to get the *****#. I spoke with a supervisor and was informed the card was never mailed out 8/3/24. And the card will be sent ***** to temp FL address. It's red can she contact the ********** as why I was never contacted to discuss this matter and unblock my card. She stated she could not reach anyone in Fraud.8/8/24- Called MCU to check on the ***** tracking number and was told try a supervisor the debit card was sent to my NY home address standard postal 5-7 days mail. I explained my call 8/5/24 stated to mail to temp FL address. Now MCU informs me they will cancel the debit card going to NY address and send another cared via ***** to ** address. In order to do that I should update my address in the MCU app to FL to expedite approval mailing to that address. I can call back 8/10/24 to obtain the ***** tracking #.8/12/24- I call MCU to obtain the ***** #and was told by a representative the card was mailed to FL standard postal service. They apologize and will gain approval from a Manager to send the card 2 day mail to be received 8/14/24.In conclusion MCU is providing poor service to their members. They need a corrective action plan for better process regarding fraud, blocking card and obtain a new card due to fraud. As a customer I have wasted numerous call time hours and escalation to management with no working knowledge of the credit union process to effectively communicate and resolve member inquiries. I have been unable to access my money as of 8/01/2024. This is unacceptable banking practices.

      Business Response

      Date: 08/23/2024

      ****** *** **** 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on August 23, 2024.  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:08/09/2024

      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.
      I opened a **** Platinum Credit card. I proceeded to do Two Balance Transfers to this card from other credit cards. I did a transfer on 24Jul2024 from *********************** for the amount of $3592.46 and another from **************** for $1300. I had called repeatedly to check on the status as I was informed that it would take 5-7 business days. I followed up on these transactions multiple times and was told TODAY 09Aug2024 after being transferred 5 times that one of the transactions from CHASE **** was processed from a totally different company of which I do not hold an account OR balance (the name provided was Gamma.) Essentially a fraudulent balance transfer was processed to my card by MCU that was not in my name or associated with me at all. I did not receive a notification or call to confirm the discrepancy in the information OR that it was processed! I have called to try to rectify and was transferred multiple times with no resolution. I now have balances on 3 accounts and an extra $5k+ that is NOT my responsibility and I am looking or this transaction to be reversed. I do not understand how an account NOT in my name NOT associated to my SS# or account was able to be processed. I need resolution.

      Business Response

      Date: 08/28/2024

      ****** *** **** 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on August 28, 2024.  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: 08/29/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/02/2024

      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.
      I'm being charged for fraudulent amount on my credit card that the company deemed was not mine, but company issued me a new card and transfered the same amount to new card which I did not activate; this has been going on since February 2024; company calls me continuous to may a payment that I do not owe and I need this matter settled

      Business Response

      Date: 07/12/2024

      **** *** **** 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on July 12, 2024.  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,
      *******************
      Vice President of Operations
      Municipal Credit Union

    • Initial Complaint

      Date:06/05/2024

      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.
      6/4/2024 After waiting on hold for a bit, i finally got to speak to a rep and i told him what happen. first he called me a man and i was offended and i corrected him and then he hung up on me. they need to do better when dealing with their customers.

      Business Response

      Date: 06/13/2024

      **** *** **** 

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

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

      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on June 13, 2024.  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,

      **************************************
      The *********************

    • Initial Complaint

      Date:05/15/2024

      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.
      Error in Late Payment Report in my mortgage payment, I was not late 30 days in any of my monthly mortgage payment.

      Business Response

      Date: 05/30/2024

      *** *** **** 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on May 30, 2024.  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,
      *******************
      Simplicity Partner/Lending Business Support Manager

      Customer Answer

      Date: 08/21/2024

      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:

      Good Day.

       

      I am requesting to reopen and review my complaint above.  I did not receive the final response from the business, I would like to ask for the letter of response/resolution of my complaint to be resent.

       

      Sincerely and thank you.

       

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

      Complaint ID # ********  

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/21/2024

      Copy of the letter was resent to the member on 8/21/24. Please allow 3-5 business days for delivery.

    • Initial Complaint

      Date:05/02/2024

      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.
      I received a new **** credit card with an introductory interest rate of 1.99% for the first 12 months and no balance transfer fees. I transferred $4,500 from my MCU credit card to my **************** on 3/28/2024 on the Online banking system. I didn't receive any email confirmation regarding the transfer. It is now 5/2/2024 and **************** has not received the funding. In addition MCU is charging me a $77.00 minimum payment towards the balance which is due today 5/2/2024. I have contacted MCU and informed them that **************** has not received the balance transfer on numerous occasions and no one has assisted me in resolving this issue. When I speak with ****** Services I get transferred over to **** Services. When I contact **** Services I get transferred over to ****** Services. No one has helped me and I keep getting conflicting information. **** Services states that the balance transfer should have taken no more than 10 days. ****** Services has told me it can take up to 30 days. It has been more than 30 days and the transfer has not gone through. I am requesting that my balance transfer get sent over to **************** and I am requesting that the introductory promotional interest rate of 1.99% gets extended for this inconvenience. I have talked to supervisors on both teams and they have brushed me off and transfer me to the general hotline number. I have never experienced this with any bank. Please assist with a resolution.

      Business Response

      Date: 05/22/2024

      May 22,2024 

      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 May 22, 2024.  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, Member Support Operations 

      Customer Answer

      Date: 05/23/2024

      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 and the matter has been resolved. The card was credited for the amount of the balance transfer. I then submitted another balance transfer request over the phone and Amex received the funds. Your help is appreciated.

      Sincerely,

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



       

    • Initial Complaint

      Date:04/26/2024

      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 made a Dispute on January 2024 because I double Payment was done on my Robota Vacuum It was one done on Jan 18,2024 and Jan 19, 2024 for $57.25 I made a Dispute to MCU Bank and the Refund was give to me , I check my Checking account on 04/24/24 and I see that MCU is taking back the Refund that was Given to me because of the Double Charging of $57.25 the one I Dispute and was given a Refund for it the Robota vacuum is $229.00 I only had to make four Payments of $57.25 and I have five Payments of $57.25 I am being Charged extra and I want my Money Back MCU does not stop all they want to do is Steal Money from the Members!

      Business Response

      Date: 05/15/2024

      *** ******* 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on May 15, 2024.  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, Member Support Operations 

      Customer Answer

      Date: 05/24/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:04/25/2024

      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.
      I am not liable for this debt with Municipal Credit Union. I do not have a contract with the creditor. They did not provide me with the original contract as I requested.

      Business Response

      Date: 05/21/2024

      *** ******* 

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

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

      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on May 21, 2024.  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,
      ************************************
      Asset Recovery Manager

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