ComplaintsforMutual Savings Credit Union

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to start by saying I have been a mutual savings credit union member since 2011. In the past 2 years I have been very unsatisfied with the level of customer service I have experienced so I slowing stop using the account. I called to get help signing into my online banking because I always check on my account periodically. For some reason it wasn't recognizing my username, email, or password then I called. The representative told me my account was closed due to inactivity. Then proceeded to tell me the bank switched out from free checking to a fee based bank and I didn't know there would be fees. The only notification I received was via email and again I just read that there would be a change in the bank but didn't think too much about it because I know I wasn't using the bank account. The representative proceeds to tell me that the account accumulated monthly fees. I asked what happened to the $25 that was in my savings she said it was applied to the fees then the rest was credited. Prior to the bank making this change my account was at a $0 balance. On top of that I did not receive the notification and I'm not sure if it's due to them having the wrong address on file, which I filed out a form and sent back in to update.... Or I'm not sure but I don't think it's fair that $25 I used to open this account 13 years ago just get taken due to fees I did not accumulate. The account should have closed at a zero balance and a check mailed to me seeing that there was no activity. The fact that I've been dissatisfied with this bank and it's service and then they turn around an take my $25.00 is infuriating. I am already having a hardship and had I known I definitely would've closed the account but they also make that difficult by requesting a letter be sent. I am requesting the $25 be sent to my current address *****************************************. I also want to point out I spoke with a supervisor and she was very rude, unprofessional, and actually hung up on me.

  Business response

  08/07/2024

  I regret that ************** had an unpleasant experience with MSCU. It is always our intent to provide clear communications to our members in written form, both email and print as well through our employees. ************** is welcome to call our member comment line and a member of our member service group or management team will call her back. Both state and federal law prohibit the discussion of a consumer's private financial information - especially through a third-party platform. ************** can call ************ and choose option 7. 

   

  Customer response

  08/07/2024

   
  Complaint: 22042961
  
  I am rejecting this response because: I have had a terrible experience with the call center. I will call but I'm not closing this claim. It's sad that I had to go this far as to in love a third party for assistance however the level of service Mutual savings provides and always have needa to serious improvement. There needs to be a round table to customer service experts to revamp your whole call center experience for the customers or even hire new employees that actually want to do the job because who they have answering the phone is a bad reflection of the bank. 
  
  Sincerely,
  
  ***********************

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