Complaints

This profile includes complaints for Metro Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Metro Credit Union

  200 Revere Beach Pkwy Chelsea, MA 02150-1608

• 

  Metro Credit Union

  475 Western Ave Lynn, MA 01904-3317

• 

  Metro Credit Union

  960 William T Morrissey Blvd Boston, MA 02122-3206

• 

  Metro Credit Union

  100 City Hall Plz Boston, MA 02108-2105

• 

  Metro Credit Union

  1 Salem St Medford, MA 02155-3205

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.

• Initial Complaint

  Date:02/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 faithfully paid my bills to this company via automatic payment for many years now (they provided me with a car loan). Recently however they decided to report me as paying late. I have no idea why they chose to do this, except for the fact that they are attempting to retaliate against me for a filing error that they have done nothing to resolve other than to harass me by phone. Some time ago I received in the mail the title to my car, even though the loan had not been fully paid off, I didn't think much of it at the time and I put it in the safe and forgot about it. About a year ago however I started receiving calls and letters from MetroCU demanding I return the title and pay a filing fee for a mistake I had nothing to do with. I told them over the phone I would gladly return the title, but I would not pay the fee as it was their mistake, the person on the phone said they would do that, but they did not make good on this offer. They since continued to harass me for some time, eventually stopping. During this time and since the start, I've continued to pay my loan, and have been nothing but true to my obligations.Things however seem to have changed recently. They reported one of my payments as late, and then sent me a threatening letter claiming i'm in default. I have evidence of my on time payments, from their own web site, including record of times where I paid double or even triple the loan amount, just to hasten the payoff, which i'm attaching. I want them to correct the report they sent to the credit bureau at once, and for them to stop harassing me. I pay my bills on time. If they want to correct the issue regarding the title, they can make good by sending me a payment for the filing mistake that either they or the state of MA made and I will gladly follow their instructions, or if they refuse to do the right thing maybe I'll just pay off my loan and be done with them.

  

  Business Response

  Date: 02/10/2025

  Metro has successfully reached out to Member.   Items in question have been resolved to the satisfaction of both the member and Metro.   A follow-up email was sent thanking the member for his loyalty and providing additional contact information if he has future questions.

  Customer Answer

  Date: 02/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filed a dispute with my bank for several charges that had been on my account, while doing the investigation they got no proof that the charges were in fact valid. They faulted me and now they are saying I owe them - $700 when they never asked me for proof which I have tons of and they said I cant reopen the dispute.

  

  Business Response

  Date: 02/07/2025

  We apologize for the the frustration experienced by the member.   Metro's ************* Manager spoke with member who shared the additional proof of information.  The member will be submitting the proof.  Once submitted, Metro's card team will reach out to our processor to assist with the dispute.   Member has the direct contact information for Metro's card services team.  

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 auto loan since 2020 has been through Metro Credit Union. I enrolled in auto pay and get monthly statements. Just after this account opened, I tried to enroll my account online and wasnt able to. I contacted the Credit Union, who was also unable to get me into my online account. Im nearing the end of the loan and need more information regarding loan maturity, etc, than whats on my monthly statement. After paying all these years and now needing more information, they still cannot get me into my online account. I have my account number, social security number and everything else that needs to be provided. How is a financial institution taking my money yet cannot get me into my own account to view important information?

  

  Business Response

  Date: 01/14/2025

  We apologize to the member for her frustration in accessing her account information.  Since the concern was posted, Metro has contacted the member, provided the required loan information and we have unlocked her online banking access.   A separate email was sent providing direct contact information for additional assistance.   Thank you.

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  yes I have been using my debit card with no problems at **********. Today I went to ********** to make a purchase and I was told I can't make purchases. When I asked ********** why, they told me my bank put a block on my card for "security" reason. I didn't report the card as lost, stolen so It doesn't make since that my bank would block my card, especially since I have been purchasing from this site for some time now. I want this issue fixed so I can make my purchases at **********

  

  Business Response

  Date: 12/09/2024

  Hello,

  We were able to research the concern and identified that no transactions have been declined.   If a decline occurs that we cannot see, it often means the vendor was not able to connect to the network for the approval.   The research also confirms there are no security freezes on the account for AliExpress.   There are many transactions that were approved for this same vendor. As of today, transactions from the vendor are posting.

  We appreciate the feedback and hope going forward transactions are approved by the vendor as expected.  Please feel free to reach out directly if you have additional questions.

  We appreciate your There are many transactions that were approved for this same vendor..

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

  ***********

   

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 been having issues with my account and debit card. I have been purchasing products from ********** for the past 5 years. recently on two occasions I have had my ability to purchase at ********** blocked. I spoke with an agent from ********** to ask why I could not use my debit card and they told me it was because my bank(metro credit union) put a block on my card for "security" reasons. I have never reported to my bank any security issues with my debit card nor has aliexpress. This action to block my use of my money came from the bank. This then ask the question of is the money in my account my money or the banks? Do I have the right to choose what I want to buy with my money or does the bank decide what I can purchase? Just recently on November 16, 2024 just after getting a new debit card, the same issue occurred. I had the same issue occur not long ago before this date.I want this investigated, I want answers and most importantly I want this issue to stop

  

  Business Response

  Date: 11/27/2024

  We are sorry to hear of the experience and as requested are researching the details.   A follow up response will be provided to BBB and the member once additional information is received.

  

  Business Response

  Date: 12/03/2024

  In investigating the situation, Metro did not place security holds on the account.   The account was denied via the vendor and is once again working.   The member has full access to his funds.  Metro has been in contact and will continue to work with the member.  We appreciate the members loyalty and patience in researching this situation.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Metro Credit Union wrongfully reported my account delinquent to the credit bureau causing my credit score to drop 70 points. This was preceded by an on-going nightmare with my lease turn-in going wrong at the fault of the dealership and leasing agency (dealership was bought out, vehicle was misplaced, CULA (leasing agent) giving misinformation, etc.) Therefore, despite ALL payments being made on time and the vehicle being turned in months ago, the account had not been closed for reasons out of our control. I was receiving letters saying I owed the buy-out price of the vehicle, around 28k, and if it was not paid I would be reported to collections. I was as proactive as I possibly could be, speaking to multiple people from all parties involved, including Metro. We tied all of the loose ends, so I thought. They assured me absolutely nothing would be reported, my credit would not be affected, and it would all be taken care of. I even worked with a manager at Metro who helped find the dealership responsible for paying the turn-in fee because of their mistake. Ultimately, weeks later after thinking this was over, my credit is now effected. It is extremely challenging getting in touch with Metro Credit Union. One representative said it would be fixed by the collections department. I asked for this in writing and still haven't received anything. At this point, I absolutely can not trust they will fix it as I trusted it wouldn't happen in the first place.During this whole process, I gave birth to my second ****** My husband and I have suffered tremendous stress and heartache from this entire situation and it is absolutely devastating for this to affect my credit after a lifetime of always doing the right thing. We are just asking for this to be fixed as soon as possible and can not take any more time away from our children spending hours on hold to continue calling Metro Credit Union.

  

  Business Response

  Date: 10/18/2024

  We appreciate the loyalty of our member and do apologize for her recent experience in paying off a car lease and difficulty in contacting Metro.  The credit report has been corrected.  Additionally, I had the opportunity to speak with the member and have provided my direct contact information if there are any future questions related to the Lease or any other situation.    

  Customer Answer

  Date: 10/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22427012. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Alicia D'aurora

• Initial Complaint

  Date:09/20/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  A year ago I set up automatic payments through Metro Credit Union to pay a ******. I learned that the ****** was not paid on time after I set everything up as instructed by the Metro Credit Union (MCU) staff. I went to the branch to find out what the problem was and they said they could not help because their 3rd party company sends out the checks for their "online" automated payment system. I called the 3rd party company only to be told that it was the bank who I needed to speak to since I set up everything on the *** website. I was bounced back and forth between the two and then I said, "I'm going to cancel all automated payments. Show me how to cancel." *** staff told me how to cancel the automated payments online. I did as the *** staff instructed. I also followed up with the 3rd party company to confirm that all scheduled payments were canceled. The man from the 3rd party company confirmed that all scheduled payments was/would be canceled and that I was all set. I said, "Great." I asked the *** staff how to delete the "******" info on my account. *** staff said I could not. A year later, on 9/6/24 they paid the ****** $2800 from my checking account! I contacted them about it. *** staff told me that the institution that received the check cashed it and that I would have to ask that institution/****** to give back the money. *** said that there was nothing that they could do and that I had to figure it out on my own. I finally complained and cussed enough for them to share my complaint with a manager at ***. His name is ******. His direct line is ************. It has been 2 weeks since I've been robbed by MCU and they still have not followed up with me regarding the return of my money. Also, recently when I was asking *** staff how something like this could have happened, they told me that the payments were not canceled. I could not believe my ears! I had to go back online and cancel them AGAIN! AND this time (a year later) I was able to delete the ******.

  

  Business Response

  Date: 09/27/2024

  Metro has been working to help Ms. ********* in resolving this situation.   A provisional credit has been issued to her account and we have assisted in ensuring the Bill *** iis cancelled.    I will be sharing my direct contact information with Ms. ********* as an additional contact.   

  Customer Answer

  Date: 10/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by Metro Credit Union and have determined that the response is not detailed in stating what the next steps are in ensuring that the $2,800 that they placed in my account as a provisional credit, due to their mistake, will remain in my checking account whether ******* Federal Credit Union responds to Metro Credit Union or not since the money was wrongfully taken out of my account in the first place. Over a year ago, I was told by their staff that the Bill *** was cancelled and that they did not know how to guide me in removing the "******" from my account even though the Bill *** was canceled. I trusted them since they are the professionals that work at and represent Metro Credit Union banking and systems.

  I acknowledge that they have said that they are "working on it," however, the lack of shared scope and sequence with specific timelines of follow up does not satisfy my issues and/or concerns in reference to complaint #********. My complaint shall remain open until further notice and confirmation that my funds are secure.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:09/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 finished my Lease on 9/22/2024 and I inquired about the pay off and was even mailed a final amount owed for my car payoff. I requested the bank to send me the payoff details and have it paid off at the end of the lease termination as I wanted to avoid the early termination fee. There was still an early termination fee and when I simply asked "Hello, are you able to explain the lease termination fee? I intend to wait til the lease expires." The loan officer responded "Hi *****, The lease termination fee is a non-negotiable fee stated in your contract." So I said "Hi ******, thats almost answered my question. I stated i intended to wait til its expired. Termination generally applies to a date prior to the expiration of the lease. The **** on your site refer to fees only for EARLY termination. ******************************************************************************************************** " and was shocking met with "Hi Dylan,In regards to your lease, I have actually attached your contract that includes your signature on the first page. If you look on the second page it does state, During the term of the Lease I have the option to purchase the vehicle for the Lease balance as described in Paragraph 5, plus a Purchase Option fee of $450 and applicable official fees and taxes, The Lease Balance is calculated on a simple basis, which means that all things being equal. Regardless if you have any further questions I do strongly advise contacting CULA as that is our third party leasing company who are the ones who issued this contract and will have exact answers to your questions. CULA- ************* Thank you, ****** *****" He had just attached the record that I cannot legibly read as it was scanned and made into a smaller document. The problem is still that I intend to wait for the lease to expire. "****** your argumentative approach isnt helpful. I simply asked for AFTER the lease expires. "

  

  Business Response

  Date: 09/27/2024

  Mr. Maclean contacted Metro relative to his leased vehicle.   After speaking with Mr. Maclean, Metro reached out to the owner of the contract for assistance with the specific concerns, who then reached out directly to Mr. Maclean.   With no response, a detail message was left to answer Mr. Maclean's concerns.      Member satisfaction is especially important to Metro, and we would like the opportunity to work in answering his questions and resolving concerns.  I will be forwarding my contact information and in the interim welcome Mr. Maclean to contact me directly at 617-733-2708. 

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22302411. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Dylan

   

   

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I dont know what to do. If you look at my original contract it says I have to pay 450 if I do not purchase the vehicle. I purchased it once my contract ended and they still charged me 450.
  
   
  
  Please help me!
  
   
  
  ***** ******* 

  

  Business Response

  Date: 11/22/2024

  The fee that is of concern is assessed by **** in the signed lease contract.   The amount of $450.00 is found in the contract under Box C - other charges.   This is described as a "turn-in fee if I do not purchase the vehicle."    This information has been shared to the member.        

• Initial Complaint

  Date:08/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Metro Credit Union refuses to bill me for a 24 hour lapse in insurance. The charge is $10.I asked them to send a bill, they didn't. I asked them to charge my account directly they won't. Metro Credit Union is breaching New Hampshire state law and their own customer contract agreements in order to force me out of my home.

  

  Business Response

  Date: 09/09/2024

  Metro successfully contacted our member who was not familiar with the complaint.   The complaint was filed by her son who was assisting his mother in resolving a situation.  Unfortunately, we were not able to accommodate his suggested resolution.   Please note that at no time did Metro force the member out of her home or violate New Hampshire law.  Through discussion, Metro offered a mutually agreed upon solution.   Member has been provided a direct line if additional assistance is needed.   As member satisfaction is our highest priority, we appreciate the opportunity to resolve this situation in a satisfactory manner.  
  

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Metro Credit Union was in control of my car lease and all my payments for the last 39months have gone through them. On lease end there was no communication from their team and when you attempt to call them there will be no answer. You have the option to wait on hold for 6 hours or get a call back in 6-8 hours from someone who has no knowledge at all. I finally spoken to a coherent employee who told me how to pay off my lease. I did exactly as I was told and emailed by this employee. This in turn did not pay off my lease. It was not the correct amount of money and I was given no confirmation nor call explaining there was more due. If I had not called myself I would continue to be incurring fees from this company for late payments. I am sure this also effected my credit which is beautiful. This is the worst company on earth. Their website and services are god awful and there employees match. They should be disbanded and every employee should be let go.

  

  Business Response

  Date: 08/28/2024

  Metro contacted ****************** and reassured him that his loan was paid in full, and his credit not impacted.   Member satisfaction is Metro's highest priority, and we apologize for the frustration Mr. ******* experienced.   An email was sent with direct contact information if Mr. ******* has additional questions or concerns.