ComplaintsforMid-Atlantic Federal Credit Union
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Complaint Details
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Initial Complaint
10/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
There was a block placed on my debit card inadvertently and I called MAFCU on 10/10/2022 to have it removed. I went through the authentication process and they stated the hold would be removed. I discovered on 10/13/2022 that the hold was not removed. I called MAFCU and after authenticating my information a 2nd time, she was unable to remove the block. She then transferred me to the fraud department where I authenticated my information a 3rd time. The fraud representative was unable to remove the block because I couldn't give him a transaction date, time, vendor, and amount used on the card, despite the fact that I had authenticated every other piece of information previously. I asked to be transferred to his supervisor. I was then transferred to Anthony R*********, to whom I authenticated my information a 4th time. Despite the fact that I am the primary account holder and the card in question is owned jointly by my wife and I, he refused to remove the block. The issue is this department stated they did remove the block 3 days prior, when in fact they did not. They caused the error and yet demanded me to authenticate my info 4 times and still did not remove the block from the card. When I asked to speak to Anthony's supervisor, he told me he is not allowed to give me the full information and refused to give me any contact info. It's interesting how I am required to give myriad data points, and yet when I ask to speak to a manager for conflict resolution, I am told that is not possible. The process and system is flawed and I was dealt with in an incredibly unprofessional manner. I request an apology from Anthony R************* for his unprofessional demeanor and an apology from the fraud department for making it nearly impossible to access my money despite jumping through all the hoops they created.Business response
11/26/2022
Dear **** *******,
We have received the complaint you sent to the Better Business Bureau in reference to the service you received from Mid-Atlantic FCU regarding your MAFCU debit card.
Please accept our apologies for what you experienced due to that service. We should have been able to take care of the request the first time without transferring your call to our Fraud Services department.
We appreciate your membership with MAFCU. Please let us know if there is anything else we can assist you with or if you have any other questions.
Sincerely,
Lisa P*****
Assistant Manager
Member Service CenterInitial Complaint
11/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My account was closed and I never received any notification. In addition, there were inactivity maintenance fees! So, by the time my account was closed, there was no money in the account. I only found out that my account was closed when I received a survey of how my account closing experience went. Clearly I was not satisfied! I am also requesting that you provide me the documentation of when and how you contacted me. Please refund my original account.Business response
02/16/2022
From: Supervisory Committee <[email protected]>
Date: Mon, Feb 14, 2022 at 1:58 PM
Subject: RE: [External]-Re: Complaint ID ******** ****** ********
To: Dispute Resolution Team <[email protected]>, Supervisory Committee <[email protected]>In response to Complaint ID ********, the member’s account was closed due to inactivity in accordance with Maryland State Escheatment Laws. The last member contact/transaction date on the account in question was May 24, 2017. Attached is a copy of the notice was mailed to the member’s address on file on July 7, 2021. On October 26, 2021, due to no member response within 30 days, as noted in the escheatment letter, the account was closed and the $40.38 escheatment fee was taken. However, as a courtesy, if the member provides her current address and a copy of her state-issued ID, we will refund the escheatment fee and issue a check to her.
Thank you for contacting Mid-Atlantic Federal Credit Union, please let me know if I can be of further assistance.
Regards,
Barbara
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.