ComplaintsforMassMutual Federal Credit Union
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made a transfer of money from checking account using NEW payment MASSMUTUAL Credit Union Payment system (that *****) and I can't understand it and I don't see me having made a transfer a week ago. I can't REACH a human being on the phone .... not through the MM credit Card 800 # or the MM Credit Union! The payment is due tomorrow. I never miss payment but this new system is going to make me miss this one because it is not reflecting my transfer of money from my Mass Mutual checking account to my Mass Mutual Credit Card (which they just changed!!! - the number and everything - screwed up my ******* and ******* account. I don't miss payment but I will now due to this CRAPPY Corrupt NEW system they have put in place!!!Business response
07/28/2023
I am writing with respect to your email to MassMutual Customer Relations dated July 11, 2023 regarding case ID# ********. You have asked that we provide a response to ************************** concerns.
MassMutual appreciates the work that the Better Business Bureau does, however, this matter should be directed to the MassMutual Credit Union instead of the Massachusetts Mutual Life Insurance Company as this is in regards to her MassMutual Credit Union bank account.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.Business response
08/01/2023
MassMutual Federal Credit Union did go through a credit card conversion in April 2023. This did necessitate the changing of credit card numbers. This was communicated well in advance and again several times as the conversion happened, with explicit language indicating the account/card number was changing. This change in the card number requires cardholders to update their stored card numbers with any other merchants with whom they may conduct business.
The payment referenced in the complaint occurred on the due date of the payment and not the prior day. The payment was credited to the credit card as of the day it was made (7/12/2023). The transfer mechanism that was used to make this payment did not change with the conversion and behaves in the same manner that it did prior to the conversion. (Members will see the withdrawal from their deposit account on the day they perform the withdrawal, but may not see the credit to the card for up to two business days. Regardless, the payment is credited as of the day it is made. There is also language on the transfer screen indicating this.)
Ultimately, the member was not harmed in this case. No negative information was reported to a credit bureau as the payment was credited and was on time.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.