ComplaintsforLake Michigan Credit Union - All Locations

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  U.S.Code 1637(b)(2)(A) requesting to resolve a billing error by providing all documentary evidence for clarification

  

  Business response

  07/25/2024

  We received the complaint from the above referenced individual and have addressed their concerns by phone on 07/24/24. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have mortgage with LMCU. As a result, Im required to have a checking account with LMCU. Ive used this checking account to make payments to my mortgage and other things. If you are a normal person with real problems, LMCU is not your friend. Who in their right mind sat in a meeting and decided that if your mortgage payment is late after a certain number of days, that they would LOCK your access to your account? Sometimes life happens - sometimes its financial, sometimes its medical, but you need to let things go late. I will take the late fee and pay it before the next payment is due. Sometimes you have to make hard decisions like that. LMCU locks your account and tells you to call. Unless youre foreclosing on my house, I dont need or want to talk to you. I just want to log into my account and make my payment as soon as I can. So I call at 8am because I have to get access to my account. Membership cant help me, so I get sent to the mortgage department which is closed until 9am. I cant call at the point because Im working by then. I dont have the time to sit in front of a computer and go through the ringer with a mortgage person verifying information while Im working. Im not even allowed to do that at work. I work until 5:30 and get home at 6. Guess who closes at 5:30? You got it, the mortgage department. I just want access to my account so I can pay the bill. On top of that, my account is locked so I cant even make deposits, and who knows what pending transactions have been returned at this point. Why lock accounts? On top of this idiotic practice, your hours are terrible, depositing funds is harder now because you got rid of Zelle and cash deposits at the *** need to be manually verified by an actual person the next day. Its like banking in the Stone Age. If rates werent so high right now I would have refinanced elsewhere and rid myself of LMCU. STOP LOCKING ACCOUNTS.

  

  Business response

  07/25/2024

  We received the complaint from the above referenced individual and have attempted to contact them by phone on 07/25/24.We will address their concerns upon a return call and per their discretion,they may share our response with you directly.

  Customer response

  08/07/2024

  I wanted to give the business a chance to connect with me. They claimed to have reached out, but did so during hours I noted that I am not available. I attempted to connect with someone at least 3 times regarding this matter, and left a voicemail for them to return my call. I have not received one return correspondence from the business since I left a voicemail on 7/30/24. This matter has not been discussed and at this point, has not been resolved.

  

  Business response

  08/15/2024

  We have reviewed your account and have spoken to you on multiple occasions since 07/30/24. Should you have any further questions or concerns, please contact our Mortgage team directly at ****************************. 

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, wish to close the complaint, but wish for the business to connect with me still. I dont wish to be unfair to LMCU. Their latest response indicates that I have spoken to various individuals on multiple occasions. While true, that was merely for the sake of regaining access to my banking account and that was with representatives from their membership and mortgage teams who had no insight into this complaint and its subject matter. My hope was to understand why LMCU locks accounts at all because it causes a myriad of issues for the consumer who may rely on their bank account to pay bills from all creditors.  Im just a lowly consumer, but perhaps I could petition for a review and change to this policy. However, I am no further along on that journey than I was when I began. Who is the person responding to these BBB complaints? When can we speak? I wish to close this complaint, but please call. Leave a voicemail with your return number if necessary.

  
  

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my account with LMCU for a little over a year now and the frustration due to disrespectful representatives, the lack of information, and lies is now affecting my mental and emotion health. Upon the start of my lease, I had no fault ********************** I provided this information to the dealership as well and was approved to drive off with such. After 6 months, I was told my note would go to about $600 because of a short lapse in insurance, after regaining my coverage through Progressive I would still be told my car note would remain the same because this same insurance is now the wrong coverage. I am not allowed to have access to my online account to view details myself. I am constantly yelled at when calling to see why I can't get correct answers. I am also being told the insurance provided by LMCU does not cover the vehicle its solely for their protection. I do not receive documentation, only verbally told information. Upon asking for documentation, I am treated in a very hostile manor. I am only allowed to pay my car note in cash with no proof of payment. I am being taken advantage of and being treated unfairly. This is my last attempt to resolve before going to court.

  

  Business response

  06/06/2024

  We received the complaint from the above referenced individual and have attempted to contact them by phone on 06/04/2024. We will address their concerns upon a return call and per their discretion, they may share our response with you directly.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I came in to the **** branch located on lake drive around 10 am est on 4/6/24 to make a withdrawal. I had my driver's license and debit card with me, which is normally all I need to make transactions, but the ************************ (white, female), refused to assist me because I was wearing glasses and a face mask and wouldn't remove them (I wear glasses and a face mask for health reasons).I asked for her supervisor, ***** (white, male), but he wouldn't assist either. At that point they gave me my driver's license and debit card back and asked for their names to make a complaint to their corporate office. Later on, while trying to make a transaction, I discovered they shut my account down.I think ***** and ***** did it to be ***** because I informed them I intended to file a complaint against them and because I'm black.I want my account re-activated and to be serviced in the future while wearing my glasses and face mask.

  

  Business response

  04/19/2024

  We received the complaint from the above referenced individual and have addressed their concerns on 04/08/2024. In the interest of confidentiality,we are unable to provide the details of our resolution. Per the complainants discretion, they may share our response with you directly.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Commencing on or about September 29th 2023, I fell victim to a multi-layered scam operation run by ***bacct.com which involved me making deposits for a total amount of ********* USD via **** gift cards from both of my bank accounts. To be more precise it was Lake Michigan Credit Union (Debit Card) - ********* USD and Lake Michigan Credit Union (Credit Card) - ******** USD.When determining whats reasonable and fair, we should focus on the issue of liability; common queries include, but are not limited to, the following (i) whether LMCU did not take notice of any rule, law, or regulation, and/or possibly missed any material elements of the relevant bylaws or codes of conduct, that *** have prevented them from protecting my financial safety; (ii) whether by virtue of LMCUs custodianship over my funds or by its control over them, they owed a fiduciary duty to the me and if so, whether that duty was breached; (iii) whether LMCU promoted the transaction(s) in question despite being aware of the nature of the transaction(s) in question (iv) whether LMCU was in compliance with its own policies and procedures; (v) whether LMCU owed duties to myself, what the scope of those duties was, and whether LMCU did not uphold those duties; (vi) whether LMCUs conduct was unfair; and (vii) whether LMCU has within its power the ability to, and should, compensate me for the harm that has befallen me.Upon identification of such unusual or suspicious activity, it is crucial that the relevant staff member adequately describe the factors making an activity or transaction suspicious, thoroughly depict the extent and nature of this activity and properly communicate to the customer that such activity meets the relevant criteria of fraud.

  

  Business response

  04/09/2024

  We received the complaint from the above referenced individual and have addressed their concerns on multiple occasions. In the interest of confidentiality,we are unable to provide the details of our resolution. Per the complainants discretion, they may share our response with you directly.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lake Michigan Credit Union was the first bank I used to operate and open my business. I was with them for about 5 months and finally got out of there. The online banking was beyond difficult to get thru, the customer service center was rude, argumentative and unhelpful. I was treated as an inconvenience put on hold for ***** minutes at a time, verification was unreasonable and took over 15 minutes to verify my last gas station transaction. Majority of the time I would be hung up on, left on hold or told to go into a branch to get help. I finally gave them the goodbye, I closed my business account October 2023 only to find out that it wasn't closed and LMCU allowed my account to go beyond positive. They have a "courtesy pay" that allows members accounts to become negative. I did not ask for this service, I vividly remember the conversation with the bank manager the day of opening how i thought it was strange a bank would allow for a negative balance. Fast forward, January 2024 I called to get my tax information sent to me and the representative placed me on hold, returned to the call telling me my account was over 90 days negative, took money from my personal account and transferred it over to off set my business account then closed it, without my authorization or knowledge. The representative never sent requested documents to my address on file, told me to go into a branch to get what I needed, and hung up. I have been unable to get what I need from them, I.E. Tax documents, statement information etc. The charges on my account are courtesy pay charges. I was not aware my account was negative. I had closed this account in October 2023 and never received a statement since. I have verified with all local **** offices and they both have told me they have nothing for me stating the mailer did not send them. They charged off my account and reported me to the credit bureau. I would like to correct this and get my credit back where it was before LMCU. Thank you.

  

  Business response

  02/26/2024

  We received the complaint from the above referenced individual and have addressed their concerns by phone on 01/22/2024. In the interest of confidentiality, we are unable to provide the details of our response. Per the complainants discretion, they may share our response with you directly.

  Customer response

  03/01/2024

   
  Complaint: 21331111
  
  I am rejecting this response because: They have no response. 

  I am asking for the account to be reinstated and corrected and the money they took from me returned. I have spoken with all local **** offices and both have advised me they do not have mail from LMCU to my address on file.  I was not EVER informed of my account going negative and for so long. The bank did not try to reach me at any point to have my account corrected or looked at. On several occasions I was called by the "fraud" department of LMCU advising me of a charge that looked suspicious, only to find out those calls were fraud coming from another country. I believe my account was breached and confidential information was either given out or leaked by the bank. This all resulting in my account and my business being the fault and a damaging credit score. This is against LMCU's own policy and the law pertaining to a debt being collected. 
  
  Sincerely,
  
  *******************************

  

  Business response

  03/07/2024

  We contacted the member on 03/06/2024 to address her concerns directly, however she declined to speak with us. 

  Customer response

  03/08/2024

   
  Complaint: 21331111
  
  I am rejecting this response because: I have tried to communicate with this bank for months and all they tell me is they cannot help me. They tell me to go into a bank to get what I need. I have been hung up on several times by customer service, being told it's my problem and there is nothing they can do about it. I would prefer to not speak to anyone in the customer service department, due to the amount of time, and stress I endure while trying to fix my issue. I advised the representative the BBB is handling this now because this bank refuses to listen to me and if they would like to communicate to please do so over this platform. They are rude, abrasive, and unhelpful.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lake Michigan credit union closed my account without any notification, and took the $ out of my account and kept it. Granted it was a very small amount, but it was my $, not the banks $ to do with it as they please. This made me really furious.

  

  Business response

  02/20/2024

  We received the complaint from the above referenced individual and have addressed their concerns by phone on 02/20/2024. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/6/23 at 1:08pm I received a voicemail from ****. He stated he wanted to speak with me about fraudulent activity on my account. When I called back I spoke with ****** who told me my account was restricted due to risk, I spoke with **** shortly after ****** told me the call would be ended due to me asking legit questions. **** stated it was being closed due to risk as well. I asked what the risk were and where in the policy does it say you can close my account for risk. He didnt have an answer for me. I spoke with **** the fraud department manager who stated that my account was restricted because the branch made an error. I told him they made that error twice because I have a business account and a personal account. The reasoning is supposedly because of a closed **** of America account who I currently bank with as well. When I asked why my account was being looked at randomly he stated that my account was being audited. I then asked what is the policy for accounts being audited and he said everyone gets audited. Still, no policy given. After 40 minutes of taking to ********** asked why wasnt I told Im being audited. His response, we dont have to tell you when or why. This conversation was recorded on my end and witnessed by an attorney. My rights are being violated as I stated in my complaint. You all are under the **** and I have filed a complaint with them as well. I received 3 or more different reasons on why my account is restricted. Please play back all of the calls. I sent a screenshot of the voicemail from ****. The email attachments from him state a different reason from why he called so what makes the restrictions valid. Their employees activated my account after they followed the policy of LMCU to open my account, why is it being closed after months of transactions? I will be making a police report on ****, ********************** and ****.

  

  Business response

  10/23/2023

  We received the complaint from the above-referenced individual and have addressed their concerns on several occasions. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.

  Customer response

  11/01/2023

   
  Complaint: 20720913
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  11/14/2023

  There was never any communication of a transaction on my business account. In fact there were never any transactions on my business account so there was no fraudulent activity. LMCU is combining there reasoning for closing my account between my business account and personal account. The fraud supervisor **** told me to show that the *** account was settled. I did that and he still had my account restricted. We have lost business deals I have been behind on personal bills due to my account being taken illegally.

  

  Business response

  11/21/2023

  We received the complaint from the above-referenced individual. We have addressed this issue with them directly and consider this matter resolved. 

  Customer response

  12/04/2023

   
  Complaint: 20720913
  
  I am rejecting this response because:
  They are not being truthful. That letter that was sent that says Dear: isnt address to anyone. It is the exact same letter they sent for my personal account, LMCU couldnt decipher between my personal and business account when I asked why it was being closed. As you can see on the voicemail it said they called about fraudulent activities on my account at LMCU. Nothing to do with them checking chexsystems. When I started asking questions about why we werent notified, ***************** up on me multiple times. Theyve given me more than 4 reasons as to my account was closed but cant explain how two accounts were opened if my account had fraudulent activities on it. Im really close to suing this credit union. I went through hardships not being able to use a restricted account. 
  Sincerely,
  
  *****************

  

  Business response

  12/14/2023

  As stated previously, we have addressed this issue with the complainant directly and consider this matter resolved. 

• Initial Complaint

  09/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was referred to *************************** by my realtor through her contacts at LMCU. First contact with him was by phone and he said he was working on a discretion on my credit report but didnt see it being a show stopper due to the ***** I was seeking. Next call was to fill out application over phone which he was to send to underwriting. Three weeks later and I get no email response or phone call back from leaving several messages. My realtor went back to her contact to get him to respond and he did to her, very rudely, saying her was waiting on me to file paperwork.No contract now for 3 weeks. No apology. And rude. This needs to be addressed. The fact that he has been running my credit without permission is the least serious offense.

  

  Business response

  10/04/2023

  We received the complaint from the above referenced individual and have addressed their concerns by phone on 10/04/2023. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an insurance policy through the insurance department with Lmcu since 2008. I left a message last week because I still havent received my bill which is due tomorrow July 27. I called Monday, Tuesday, and today, because I was supposed to get a call back about this and have never received one. Today they told me the manager was on vacation, but my policy is due tomorrow. I just want to pay the bill so my policy doesnt lapse as Ive been paying on it since 2008. The agents were rude, but I probably deserved some of it cause its been frustrating with the run around. The ********* I talked to *********************** was definitely rude, but she at least gave me the number to call to pay my policy. That could have been done on the first call instead of the run around. ************************ was a lady I talked to also and didnt want to give me her full name until I demanded it. Also left ********************************* message, but never received a call. Ive always like Lmcu, but today Im not so sure. *** used them for my businesses and my mortgage and my personal stuff. Not sure why they havent resolved this issue, but would like to know if they are going to be the same in the future or if they want me to go to another credit union. My family has a lot of accounts through them and I dont want it messed up cause they cant deal with issues.

  

  Business response

  08/02/2023

  We received the complaint from the above referenced individual and have attempted to address their concerns by phone on 07/27/2023. We will address their concerns upon a return call and per their discretion, they may share our response with you directly.

*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. ↩