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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

    • 228 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:03/04/2024

      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.
      Twice now they have made it unable for me to pay my loan and it has effected my credit to the point where it drops and I have the money to pay my loan off but when you call its the run around and none of the customer service is able to help. The app never works and is always buggy same with the online service and the hours of operation are horrible for the normal working man or woman always closed when you need a branch

      Business Response

      Date: 03/27/2024

      March 27,2024 

      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 March 27, 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

    • Initial Complaint

      Date:03/04/2024

      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.
      MCU is so dysfunctional and nasty I can't get this issue resolved with them on my own. Credit reporting agencies are telling me they suddenly don't have my MCU credit card on file with them any more because MCU isn't reporting it. MCU is reporting it. I need MCU to give me written comminucation that I can then forward to the credit reporting agencies to dispute the fact that my card is suddenly missing. I've already tried disputing without the notice and they keep pointing fingers at MCU

      Business Response

      Date: 03/27/2024

      ***** ******* 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on March 27, 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: 04/02/2024

      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:

      [Your Answer Here]

       I needed to get a letter from MCU so I could provide it to the credit reporting agencies because they are not accepting my disputes saying I have this MCU credit card. MCU sent a letter, yes, but DID NOT include information that had to be in the letter. They need to include identifying information about my credit card, like the account number. And they need to include the specific credit reporting agencies that they're reporting my credit card to. Also, they told me I could follow up with ***************************** and then gave NO POSSIBLE WAY TO ACTUALLY FOLLOW UP WITH HER. I'm SO BEYOND TIRED with this INSANE credit union wasting HOURS AFTER HOURS AFTER HOURS of my life. Just GIVE ME THE LETTER I NEED. EMAIL ME A PDF EVEN, THATS EVEN BETTER

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/18/2024

      ***** ******* 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on April 18, 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

    • Initial Complaint

      Date:02/26/2024

      Type:Product 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.
      My bank is misdirecting my mortgage payments and refuses to fix the problem, claiming the period is closed and there is nothing that can be done. They allowed my property to remain uninsured for nearly a year. I am still waiting to receive the contact information I requested to file an in-house complaint.

      Business Response

      Date: 03/23/2024

      ***** ******* 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on March 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,
      Sincerely,
      ***************************
      Director Mortgage and Consumer Loan Servicing

    • Initial Complaint

      Date:02/22/2024

      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.
      On January 30th a unauthorized payment was taken from my account. I reported this issue to MCU they had me fill out documents and sign an affidavit and submit them. It's been days since I've completed their requirements however whenever I call them I cannot get any information regarding my dispute for Transaction ID # *******. I need my funds back immediately as I never authorized the payment as stated, I need a final resolution for this because I am suffering financially and MCU is not being transparent or helpful at all.

      Customer Answer

      Date: 03/18/2024

      Better Business Bureau:

      At this time, I have not been contacted by Municipal Credit Union regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 05/04/2024

      *** ** **** 

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

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

      We are in receipt of the
      complaint for the above-referenced member. 
      We addressed this matter directly with the member by mail on May 4, 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,

      ***** **
      ***** **
      Manager, Fraud Investigations

    • Initial Complaint

      Date:02/20/2024

      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.
      I have had a joint savings account with ********************** since 2014 this was a savings only account where do weekly payments were auto deposited directly from my MCU checking account in 2019 the primary member my mother passed away- I maintained the account as I did when she was living deposit only. On or about 11/13/23 a debit card was issued to the deceased member. On this date the card was activated and over the course of a week$ daily withdrawals of $1000 was made at various MCU LOCATIONS ATMs. No action Was taken by MCU TO HAULT THE ERRONEOUS usage of the card at one point. as this is a statement only account upon receipt of the statement I went to the bank to dispute the charges. In total $6,934. Not including atm fees was stolen from my account. The individual that entered the dispute put incorrect dates and increased amounts. Prompting my return to correct the issue. The bank provided a provisional credit which I did not touch. Then retracted the money in total claiming it was not fraud & that the activation call came from my land line . I have provided documentation that I and my child were at work and school, no one else has access to the residence. I provided proof of when my home was armed and disarmed. I have provided images from informed delivery **** mail that does not depict any images of a card being sent out. I have inquired as to why a card would be issued to a deceased member? Having multiple accounts why was I not contacted about the odd usage? after researching my mothers email I noticed on 11/13/23 at 3:13pm a fraud alert was sent indicating that at 1:10 pm $1000 withdrawal was declined, again at1:11pm it was declined again- this same day by approximately 3:20pm the card was being utilized and my entire savings was stolen with no notice or due diligence on MCUs behalf. I would like an internal investigation and my funds returned in total

      Business Response

      Date: 03/23/2024

      ***** *** **** 

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

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


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

    • Initial Complaint

      Date:02/06/2024

      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.
      NYMCU has again failed to provide the necessary services. I'm unable to access previous account statements in a timely manner which is putting my home closing activities at EXTREME RISKK!!!

      Business Response

      Date: 02/20/2024

      February 20, 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 February 20, 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:01/26/2024

      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.
      ******************************** ************************************************************************** ************** ******************** January 25, **** Municipal Credit Union ** *** ***** ****** ** ********** ********************************* Re: ********************** card account closure Dear Sir/*****,I am writing to express my dissatisfaction with the closure of my credit card account [****] without any prior notice or opportunity to appeal. I have been a loyal customer of your company for over 15 years and have always paid my bills on time and in full. I have never exceeded my credit limit or violated any terms and conditions of the card agreement.I was shocked and dismayed when I received a letter from you on/about January 8,**** informing me that you have decided to close my account effective immediately. This action has caused me great inconvenience and damage to my credit score and reputation.In addition, I am dealing with a fraud investigation at another institution and had to cancel my debit and credit cards. Which caused two payments to return. In good faith, I immediately made a payment to this credit card when I realized the original payment was returned. I have reached out to the MCU member service call center several times. I spoke to ****, *****, and a supervisor to no avail. This level of poor customer service is deplorable as a longtime customer of **********************. I request that you reconsider your decision and reinstate my account as soon as possible. I also request that you provide me with a written explanation of the reasons for the account closure and the criteria used to make this decision. I believe that I deserve fair and respectful treatment as a valued customer and that you have acted in bad faith and violated my rights as a consumer.

      Business Response

      Date: 02/08/2024

      ******** ** **** 

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

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

      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, 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 of **** Services

    • Initial Complaint

      Date:01/24/2024

      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 have an late payment on my credit report ive been trying to get fix on my transuion and experian an equifax .account. *** sent letters and went to bank also called collection Department but been getting the run around from the collection department saying to go to the bank and bank saying calling the collection department.. despite giving transunion and experian and equifax my payment history and writing letters like mcu bank told me. They wont reverse my late payment to payed as agreed and ok. The bank associate sent an inquiry to where ever and it came back as accurate but despite me having proof that i was never late nov.2022 and jan.2023. I would like my credit report to payed as agreed and ok .

      Customer Answer

      Date: 02/18/2024

      Better Business Bureau:

      At this time, I have not been contacted by Municipal Credit Union regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 02/24/2024

      ******** *** **** 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on February 24, 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
      Municipal Credit Union here...

    • Initial Complaint

      Date:01/24/2024

      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 was charged $96 in fees unjustifiable reasons. On January 22nd a transaction didn't go through for $55 payment to ***************** I was charged $32 overdraft fee.On January 23rd another transaction failed to pay $55 to ***************** I was once again charged $32 overdraft fee.On January 24th another transaction failed to pay $55 to ***************** I was once again charged $32 overdraft fee. I called municipal Credit Union to ask about a stop payment and they told me I have to pay a $20 fee. My account is overdrawn so they said they couldn't do anything for me. First of all, I want to know why did they continue to allow transactions to go through when they knew there was no money in the account to cover the transaction and then charge me an overdraft fee over and over again.I have been a member of municipal credit Union for over 26 years. Over the past 2 years, the customer service and customer relations have been horrible. I should not be continuously charged and overdraft Fee and told I have to pay another fee in order to get a stop transaction put in place.I asked numerous customer service representatives over the phone. When did they change their policies and started charging fees for every transaction? Nobody can give me a straight answer. All they tell me is this is the policy now and it's been in place for some time. I was never notified about changes in policy. They told me it takes 3 business days to put in place a stop payment. If I remember correctly as soon as you call them and told them to put a stop paying the end. It went into effect that same time. When did that policy change? I demand to get a refund for the overdraft charges.

      Customer Answer

      Date: 01/25/2024

      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,

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



       

      Business Response

      Date: 02/06/2024

      ******** ** **** 

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

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


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on February 6, 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,
      *****************************
      EFT Manager here...

    • Initial Complaint

      Date:01/22/2024

      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 received a Notice of Default on my Mortgage Loan from ** Municipal Credit Union and when I contacted them by Phone, they could not determine why I received this notice or why I was in default for $85.64.This as result caused a negative against my credit reporting and I never received an apology from MCU nor any notification of being credited for the $85.64 which I paid.

      Business Response

      Date: 02/06/2024

      February 6, 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 February 6, 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

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