ComplaintsforMazuma Credit Union

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I filed a dispute against ****** ******* due to their website having a glitch and the order we placed never going through. I filed this dispute on 10/3. According to ****** a "manager", a letter was sent to us on 10/4 denying the dispute. I have been in constant contact with ****** ******* corporate AND the franchise owner. They said the order has never been placed and that they didn't get my money, yet I was charged. I have spent days trying to rectify this with your inept customer service team. I want my dispute settled. I have provided documentation. You should not be holding my money hostage.

  

  Business response

  10/24/2022

  Thank you for sharing this concern from our Member, ******* ****. 
  
  We had ****** ******, the Director of Operations, reach out to ******* **** on Friday October 21, 2022, after Ms. **** left a review on social media concerning this situation. 
  
  The $50 transaction was refunded to Ms. ****** account as of Friday October 21st.  We recognize there were inconsistency in the information that Ms. **** was provided during her conversations with various team members.  These issues will be addressed internally with training and coaching. 
  
  We also understand and acknowledge that the process for filing a dispute can be cumbersome.  Due to the complexity of this process Mazuma just recently rolled out a new platform for the team to use to file disputes on behalf of our members.  This new system, which streamlines the dispute process, was implemented after Ms. ****** original filing of her dispute.  We hope this new platform will help to reduce the pain points in this process for our members. 
  
  We apologize for the unfortunate service issues Ms. **** experienced with Mazuma.
  
  Should you need any additional information please let us know.

  
  Thank you
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mazuma is an awful credit union their employees have no customer service skills and I'm always having a problem with receiving the money from ATM withdrawals not working to bad service on the ATMs or bad service with employees More than twice they have withheld money from me because of their mishaps

  

  Business response

  10/13/2022

  ****** ******** ****** *** ********
  Date Filed: 10/6/2022
  
  Thank you for sharing this concern from Ms. *****.

  
  Ms. ***** attempted an ATM withdrawal in the amount of $470 from our ATM at **** * ***** ** ** ******** ***** ****** on October 6, 2022, at 9:58 am.  Ms. ***** filed a dispute with Mazuma Credit Union the same day indicating she had not received the cash.  Mazuma Credit Union provided her with provisional credit of $470 on October 6, 2022, at 2:02pm. 
  

  Our Cards Department sent Ms. ***** communication indicating provisional credit was provided on her account.

  I also show Ms. ***** filed a dispute concerning a deposit of $10 made at our ATM at **** **** ******* ** ****** ***** ********.  A credit of $10 was applied to Ms. *****'s account on June 27, 2022. 

  Our Cards Department sent Ms. ***** communication indicating the $10 provisional credit was provided on her account.

  We apologize for the issues Ms. ***** has had with our ATM machines.  We do all we can to ensure these machines are operational.  These are very high-volume machines and they do occasionally malfunction, however we do ensure we follow Regulation E and when required we provide provisional credit within the required time-line.

  Should you need any additional information please let us know.
  

  Thank you

• Initial Complaint

  08/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car from someone that had a loan with you on it. i’ve tried multiple times to get the lien release from them but no luck. I contacted the local office and they also told me they can’t give me any information. all I need to register my car is that release to show they don’t owe money. not sure why other banks gave me the information I needed and to guys can’t.

  

  Business response

  08/23/2022

  Thank you for sharing your concern with Mazuma Credit Union.  While we wish we had the ability to assist you with this matter we are not able to provide a lien release to anyone but the individual who had the loan on the vehicle with Mazuma Credit Union.  The loan was paid off on the vehicle on 8/5/2022 and the lien release was provided to our Member on 8/12/2022.  We reached out to our Member, on your behalf, on 8/19/2022 and again on 8/22/2022 and requested that you be provided with the lien release.  If the seller does not provide you with the lien release your only course of action may be to hire a lawyer to help you rectify the issue.   

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I've been having a open dispute with ***** or ***** since January. 3 almost 4 months have went by and, I haven't even had a update. I called Mazuma about a month ago for status update. I was told there hasn't been a update. I asked when can I expect my dispute to be resolved. I was told to email **** which I did however, **** has failed to respond.

  

  Business response

  04/22/2022

  Better Business Bureau
  ID: ********
  Date Filed: 4/20/2022
  
  Thank you for sharing this concern from Ms. ********.  Ms. ******** filed a dispute with Mazuma Credit Union for a transaction from ************ for $750 in January 2022.  She was informed at that time that service issues are best handled directly with the merchant, however if she was not getting any satisfaction from the merchant, we could attempt to rectify the issue through the **** dispute process.  Ms. ******** was also told at that time this process could take more than 90 days to complete due to the timeframes provided the merchants to respond to disputes.

  
  The file date of the dispute was January 27, 2022.  When Ms. ******** called March 7, 2022, we did not have any updates from **** on her dispute. 

  
  The merchant replied to the dispute on April 11, 2022, indicating they are refuting the chargeback of this transaction.  Ms. ******** should have received an email from Cardholder Services with next steps.  She would need to respond to the request in the email in a timely manner.  Failure to respond could result in denial of the dispute.

  
  Our Cards Department reached out to Ms. ******** on April 22, 2022, to let her know where we are in the process and to make sure she is aware that she needs to respond to any communication from Cardholder Services. 

  The dispute is still ongoing.  Ms. ******** will be contacted whenever we have updates from **** on the issue.

   

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good afternoon, I would like to file a complaint with my credit union. I have a issue with their dispute process because I had two disputes and The response was the same “ File a police Report” I had a issue with my moving company and found out after the fact they are apart of a scam. So I was advise to file a dispute. Here is some information about that company that was sent from my attorney. https://cbs12.com/news/cbs12-news-i-team/cbs12-news-investigates-same-movers-new-name https://6abc.com/cross-country-movers-problem-moving-company-best/5662253/ Mazuma told me to file a Police Report which was pointless because the Police wouldn’t handle this issue this I did attach a copy of the research that was done on this fraud moving company. SO moving forward from that dispute. I had a dispute for ebook or print. I didn’t receive the services I paid for and ironically MAZUMA response is again file a police report. Who is handling these disputes??? Or the lack of because their response has been the same for two different issues. I have a issue with the lack of customer service I had with my disputes.

  

  Business response

  01/26/2022

  Thank you for sharing this concern.  The transaction referenced in the complaint concerning the moving company was a check written to ****** ****** ****** ********.  Our Cards Department stated they did receive a dispute for this transaction, however, since this was a check written by the Member not a debit card transaction there are no disputes rights through ****, which is why the dispute was denied.  Unless the check is proven fraudulent or had been reported as stolen with an accompanying police report Mazuma is not able to credit Ms. ********** account for this check she wrote.
  
  The dispute filed for ebookorprint was received by Mazuma Credit Union on January 6, 2022.  Our Cards Department is actively working through the January disputes but currently have a backlog that may require additional time before this dispute is processed through ****.  On January 24th Mazuma informed Ms. ******** in error that the dispute for $750 was denied. 
  
  We reached out to Ms. ******** on January 26th about both situations.  We recommended that she may want to seek legal advice concerning the check she wrote to United States Moving.  We also apologized for providing misinformation concerning the dispute to ebooksorprint.  We also let her know that it is highly likely **** may deny the dispute, since it is service related.  We recommended that in this situation working directly with the merchant may be the best way to resolve the service issue.
  
  Ms. ******** appreciated the follow-up.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 14, 2021 my credit score was 770. On December 15, 2021 my credit score dropped to 665. Every month since August 14, 2021 until now, December 16, 2021 Mazuma Credit Union has either reported my payment as 30 days late or my ******* report shows a change of "Account Removed From Report" Each time this happens it drastically drops my credit score. The latest occurrence has dropped my score by 105 points. Each time I report it to Mazuma, it takes over 2-3 weeks to correct then to only be impacted again the next month with the same issue. I have exhausted all options to resolve this. It is destroying my credit and ability to purchase a home at the best possible rate. I am requesting my credit report to be corrected faster than previous times, to add data for the months of September and November to my report as it shows "No Data", and for Mazuma Credit Union to offer a reasonable compensation and resolution to this that will prevent it from ever happening again.

  

  Business response

  12/23/2021

  *** ****, our Recover Leader, reached out and talked to Mr. ******.  He noted that Mr. ****** had submitted multiple disputes with Mazuma and had contacted us to resolve his concerns several times.  *** indicated that Mazuma has submitted adjustments to ensure that Mr. ******'s information is reporting accurately and that no delinquency is reflecting.  *** indicated that if Mr. ******'s disputes were sent through e-oscar prior to our correction the answer may not reflect a delinquency and any new information that we sent in between when he created the dispute and when we answered it may be voided.  *** and Mr. ****** discussed a plan to resolve his concern and ensure Mazuma's reporting is correct.  Mr. ****** seemed satisfied with the plan and did not identify additional needs.  Mazuma has submitted adjustments through the bureaus and *** will follow up to confirm they are updated correctly.
  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  mazuma scammed over 12 thousand people by charging overdraft fees even when the had money in their accounts. we won a class action lawsuit over this in 2018/2019 for breach of contract and going against regulation E. Mazuma is still refusing to take this off of our credit reports and is still reporting that we owe those charge off amounts, and they are refusing to help get this remedied. when i call mazuma about this, they try to claim the lawsuit wasn't for me, but i was, i won, i received a $700 dollar check for it. now i need them to stop reporting to the credit agencies.

  

  Business response

  09/28/2021

  Thank you for sharing your concern.   We have reviewed Mr. *********** account with Mazuma Credit Union and understand his request to have his credit report changed, however, our agreement for the 2018 settlement did not include the removal of any balances or the adjustment of our reporting related to them.  We have reviewed our reporting for Mr. Blackmore’s account and believe that we are reporting correctly.  If Mr. Blackmore has other information to the contrary we would welcome the opportunity to review and address that as needed.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Without my knowledge or consent or any direct communication they put my Saving Account into Dormant Acct Fee charging me $10.00 per month for the last 8 months and now threaten to overdraft me now that I have removed the remaining money. I am working on sending them a notarized letter to close my account by the end of the month but this business process and lack of notification is predatory. I want my $80 back. This seems like theft. 09/17/2021 Withdrawal at ATM ******* / *** *** ***** **** *** ******** *** ********* ** ******** ** **** ** ***** -$262.50 $14.44 08/31/2021 Dormant Acct Fee -$10.00 $276.94 07/31/2021 Dormant Acct Fee -$10.00 $286.94 06/30/2021 Dormant Acct Fee -$10.00 $296.94 05/31/2021 Dormant Acct Fee -$10.00 $306.94 04/30/2021 Dormant Acct Fee -$10.00 $316.94 03/31/2021 Dormant Acct Fee -$10.00 $326.94 02/28/2021 Dormant Acct Fee -$10.00 $336.94 01/31/2021 Dormant Acct Fee -$10.00 $346.94

  

  Business response

  09/20/2021

  Thanks for contacting us.  Upon review, we found that we sent a letter in advance of the fees, which is dated November 24, 2020, and that letter explains that Mazuma accounts go into a dormancy status after 12 consecutive months of inactivity from our members.  The letter also informs of the fees prior to being assessed and explains how to avoid them.  While the fees were correctly assessed, our Director of Operations has decided to refund these fees and will reach out by phone as well to ensure we fully explain our dormant account process so it can be avoided in the future.  

  Customer response

  09/24/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *************

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I entered into a pay to delete agreement with Mazuma Credit Union to repay the debt I owed. I just pulled my credit report and the charge off account is still there. They did not honor the agreement. I am actively trying to repair my credit. I went through a financial hardship at the time I had the account open and could not pay. This is why I contacted Mazuma when I was in a position to pay and resolve the debt. I would like for them to honor that agreement and send a letter to the credit reporting agencie(s) including experience, equivalent, and transition to request the removal of the delinquent account from my report. I would also like a letter sent to me for my records at the po box listed in my contact information section. Thank you for your help with this matter.

  Customer response

  09/16/2021

  Please document under the above mentioned complaint that I received a voicemail from *** with ****** Credit Union that I returned on my lunch break at 1:59 pm today, September 15, 2021. My job does not allow cell phones in the facility so I check messages on lunch and when I get off work after 3:30 pm. 
  
  I called ****** again at 4:04 pm in an effort to reach *** at ************ to try and resolve the matter. I have not received a call back as of 4:31 pm, September 15, 2021. I am requesting this be added under communication efforts for Complaint ********* because I know it is a dismissal practice of a business to say that they attempted to make contact to avoid honoring their agreements. My request is that they honor the Pay to Delete Agreement, send letters to the bureaus, and send a copy to me for my records. 
  
  I would prefer any communication from ****** Credit Union to be in writing via email at *******************. This protects me as a consumer.
  
  Thanks for your time and efforts to assist me in resolving this matter.
  
  ************* ***** ****** 

  

  Business response

  09/17/2021

  Our Recovery Leader was able to speak with you on 9/16, and during the conversation was able to confirm our dedication to following FCRA requirements and guidelines on credit reporting.  Upon review, we confirmed you had a loan charge off with us in July of 2016, and we did receive payment and show that it was paid in full in March of 2017.  We have validated that our internal files report the charge off as paid in full, as well as validated that Trans Union shows it as paid in full as well. We are not able to remove the history since it is accurately reflected.  We also confirmed that we have no record of a documented agreement to remove the credit line once it was paid in full.  Our practice is to show charge offs as paid or unpaid. Thank you again for contacting us.

  Customer response

  09/17/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ******

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/25/21 a marine dealership purchased a boat from me. An employee of the dealership went to this bank and paid off the loan I had on the boat. They refused to give him the lien release and stated that the owner had to get the lien release. I have made several phone calls and went down there in the bank itself to get a lien release. They give me the run around saying that they can't until the check had cleared but what is funny about that is that the loan was paid off shortly after the dealership paid them. They gave me several different stories . First the check had to clear, then that they need 7 days for the check to clear, then they have a policy of 10 days to release the lien. I just need a lien release because the dealership owes me $3,500 still and will not give me the money until they get a lien release. The bank still refuses to give me a lien release. Please Help

  

  Business response

  09/20/2021

  Thank you for sharing the concern and sorry for your experience.  Upon review of your request we do show that the Loan payment was made in a branch location by check on 8-25-2021.  Our practice is that lien releases are not given until 10-business days after payoff when made with a check, which allows time to ensure checks are fully processed.  We also do not release liens to dealerships. 
  
  Please know that both lien releases were created and mailed by our loan admin department on 9-7-2021.  If they have not been received yet, a copy can be obtained in any branch location or we can re-mail them if needed.  We hope this resolves your concern.  

*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. ↩