3 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Mike D
1 star04/29/2024
Mazuma refuses to take a loan payoffs. 1st they refuse online payment. Then they refuse to answer calls forcing wait time of 20, 30 and more minutes to talk to reps. They then say I must go in person which is not convenient and then further inform me that they charge interest per day and I am responsible for paying the $70 in interest that it take for the payment to clear despite the issue being on their side, and despite the refusal for payoffs is `100% their fault. Not my fault if they want to drag their feet verifying my bank account can cover their check.
Mazuma Credit Union Response
05/16/2024
We appreciate your feedback and apologize that the service you received did not meet your expectations. We understand the frustration of accruing interest while waiting for a payment to arrive and post to an account. We do disclose the daily interest accrual on the retail installment sales contract which is signed by the borrower. When a loan payoff is requested, we also provide a 10-day payoff amount to ensure the payment covers any additional accrued interest. Once the final payment is received and applied to the loan any overpayment amount received is refunded. This is an industry standard practice. We currently do not have an online option for a loan payoff but provide other options for making a final payment to a loan. We continue to look at new services and online web payments is one that we know we need to add sooner rather than later. We apologize for the inconvenience experienced with our phone system. We continue to work to improve the automation of the system to ensure a smoother interaction for all our Members.Review from Jen P
5 stars02/20/2024
Kristena is awesome! I called not knowing who I needed to speak with, and she walked me through the proccess of getting the information I needed. She was very professional and friendly. If you call Mazuma Credit Union--ask for her--she was fabulous.--Jen P***Review from Mason A
2 stars07/21/2023
Their call in number makes you wait sometimes upwards of 15 minutes when you are caller 1, especially on Fridays. Also I was traveling out of state and had to replace a phone and no longer had access to my mobile app. So I called in to make a payment and politely asked if anything could be done about the $15 fee for processing a card payment, as that seems high considering the circumstance. I was met with hostility and verbal harassment for not being able to pay my bill any other way. I didnt even try to keep going for it as, it is what it is, and he kept going on and ridiculing me for not having all my account information while I am away at travel. I then just told him I want to pay it and get off the phone with him as I did not appreciate the way he was speaking with me, then was hung up on. Their customer service has been increasingly worse and worse. Hence I will be refinancing with a non local bank. I figured local would be better, but not in the instance of Mazuma.
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