ComplaintsforMissouri Credit Union

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am being penalized and being asked to pay almost $300 on top of my $133 payment. I am being told this is what the *** insurance didn&#**;t pay but what was left was $133. I am willing to pay the remaining balance but not what I am not obligated to pay.

  Business response

  04/22/2024

  Member experienced a total loss on a vehicle that was financed through Missouri Credit Union.  The member currently owes Missouri Credit Union $ 262.04.  This amount represents $133.04 the *** policy did not pay due to a 150% LTV limitation.  The additional $129.00 is interest due to the Credit from the date the vehicle was totaled, December 4, 2023, through January 16, 2024, the date the insurance proceeds were received.   

  No payments were made to the credit union by the member after the vehicle was totaled.  The contract signed by the member at the time they secured the loan indicates that monthly principal and interest payments are required.  The member chose to stop making payments and indicated their contractual obligation for the loan ended at the time the vehicle was totaled. 

  Customer response

  04/23/2024

  Complaint: 21610194
  
  I am rejecting this response because:
  Title  was signed  on car on January 5th Core parts the salvage Co  took vehicle.  I will pay the $133 that is all I am willing  to pay I am being charged  for money  I don't  owe  them.
  
  
  Sincerely,
  
  *********************

  Customer response

  04/23/2024

  I have asked to talk to the vip of bank I was told that isn't  going  to happen  so I had to go around  his head to get a message  to him and he still didn't  call me unprofessional.  I feel I shouldn't  have to pay for a vehicle  that I didn't  know  longer own. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Oh, I've had multiple problems with this bank in ******************************************* out by Kansas City and I filed that it was lost. I was the one that reported the fraud going on. They did. They said that I had authorized the use of the card. No I didn't, so they didn't return my money. And it was close to $1900. Here it is 2024 February 38. Yes and I went in to close my account because I'm going to switch to a different bank that has better banking practices and it is more customer friendly. I asked them to shut my account off so I could Settle up with they refuse. They said. Oh no. Do you have automatic withdrawal setup? So we will not shut your account off. I said. I don't care about the automatic withdrawals that were set up. You can shut the account off and and the customer rip said. No, we'll just keep charging you $27 every time they try to pull money out of your account until you pay your total account off. So they're gonna keep charging me.For asking for my account to be shut off, but they want the. Late fees or the overdraft fees. Because that's what they refuse to shut off. They've shut off my. I had a $2000 overdraft protection. They shut it off a year or 2 ago. Didn't know that so they went out their way to rob me of my money.

  Business response

  02/09/2024

  We have refunded the *** fees that were assessed to the account for unpaid ACH transactions that attempted to post to the account.  ****************** checking account has been closed and the negative balance of the checking account, for monies still owed for paid transactions, has been transferred to his Savings account.  As soon as that balance is paid in full, the entire account will be closed.  We have left a message for the member to contact us to explain this to him and address any other concerns.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is that I had contacted the bank to let them know that I did not know that a certain company was a scam but it was a scam and I made out a police report and I explained the situation to them.  Missouri Credit Union informed me I would not have to pay any money back but now they are saying I owe money.  This is now showing on my credit report which is keeping me from getting a bank account.

  Business response

  10/13/2023

  This occurred in 2017.  Per the member, she provided her online banking information to someone who deposited fraudulent checks via remote deposit.  The money was withdrawn from the account and therefore when the checks were returned the account was in a negative status.  The member never provided the credit union with a police report and was investigating the situation and was to get back with us.  In July of 2018 member agreed to make payments of $25 per month to the credit union to repay the amount owed.  No payments were received and in November of 2022 the credit union received a cease-and-desist order from the members attorney.  We have had no contact with this member since July of 2018 regarding this account.  The account was charged off in December of 2017.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have an auto loan with MCU. The approximate loan date is August 8, 2022. My SSN ends in ****. In October 2022, MCU charged me approximately $1,600 for collateral insurance for August through October, as I failed to secure auto insurance at the start of the loan. This was absolutely my fault as I was juggling many personal challenges at the time. I immediately went to the MCU offices on Broadway to ask that the MCU representative (a woman) not charge me the $1,600. She refused. I explained that I have the car parked outside and the car is in the same condition as when I bought it, and I have no pending insurance claims. Again, she refused. I asked if MCU paid a third party for this collateral insurance or if it was simply a penalty charge imposed by MCU based on their own policies. She said they paid a third party. I was told that the insurance carrier is "American Insurance"(??). I asked for evidence of their payment to the third party. I was only given copies of the notices they had sent me regarding my failure to get car insurance. The MCU representative did not give me what I requested. More recently, I failed to maintain my car insurance. The policy expired on April 24th. Sometime in late May, I begin receiving notices from MCU, and rightly so. They threatened to charge me nearly $9,494 for collateral insurance (see attachment). I contacted my agent ******** ***** of ******* Insurance. He said he sent premiums notices to me, but I never received them. I immediately paid the premium for 6 months, and I signed up for auto pay. Mitchell hand-delivered my insurance declarations to MCU on June 8th. Since then, I continued to get text messages and letters from MCU regarding collateral insurance. I personally hand-delivered the declarations to MCU's offices on Broadway. I met with ********. As of this writing, I continue to get text messages from MCU. I am concerned that MCU will charge me for insurance even after I have provided my insurance declarations to them.

  Business response

  06/29/2023

  Attached please find the Collateral Protection certificate showing the actual amount billed.  Mr. ***** lacked coverage from 8/8/22 - 10/12/22.  MCU has received  proof of coverage with **** Bureau with a policy date of 5/31/23-11/30/23.  

  Please advise if any additional information is needed.

  Thank you

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Missouri Credit Union failed to account for or collect funds for my homeowners insurance premiums for the 2022 year despite me signing disclosures to do so. Upon receipt of this mistake on 2/3/2023, I contacted them to discuss. They couldn’t explain the mistake and requested to call me on 2/6. We connected on 2/6 and during the discussion they fully admitted that this was their mistake. While discussing this mistake on their part, I further noticed they were not going to escrow the 2023 homeowners insurance premiums either. They admitted this was also their mistake again. Which would not have been caught if I had not pointed it out to them. Meaning that next year I would fail to have adequate funds in my escrow account (again). The end result of their multiple mistakes is requesting that I pay them $1,657.03 via a 30% increase in my monthly mortgage payment ($1,023 to $1,324). When I sought resolution, I proposed an amicable split of 50/50 for the escrow deficiency & shortage($1,657), they responded with “this is completely our mistake and it makes us sick to our stomach but our president said he is not willing to concede any of the cost”. I feel that a company failing to fulfill their responsibilities for 2 years and requesting that I 100% absorb the ramifications of a 30% increase in housing payment is not an appropriate way to treat a customer in good standing. How many mistakes can a business make before they assume culpability and accountability? I am seeking an amicable resolution of a 50/50 split for the shortage/deficiency of $1657.03. Asking me to fully absorb the cost places an undue financial burden upon me during an unprecedented economic time for inflation and cost of living despite none of this being my fault. Thank you.

  Business response

  02/21/2023

  We did speak to the member on 2-6-2023.  We paid his insurance in 2021 in the amount of $1,068. Missouri Credit Union paid it and didn't increase his payment so this was a mistake by us but we did pay it and it was owed to us.  We sent out escrow analysis in early 2022 and the member had a chance to review it.  We also paid insurance on September 9, 2022 in the amount of $1,017.   In 2023 we sent out escrow analysis and there was a mistake from September 9 2022 to January 2023 but it was corrected before he made his first payment due March 1, 2023.  I have attached a document that shows the escrow analysis in 2023, it shows the shortage and deficiency and we have told him the actual amount he needs to keep his payment from increasing to $1,324.64.  If he brings in the money to cover the insurance increase and shortage for reserves his new payment will be $1,186.55.  He sent me a text that he was bringing in the money.  The document we have attached is not the corrected amount.  We have given him the new amount.  

  Customer response

  02/22/2023

  ********** ********
  
  I am rejecting this response because:
  
  ****** ****** clearly has no idea what is happening with my account and I’m not sure anyone at Missouri Credit Union does. As ****** stated in her response (dated 2/21/2023) that my new monthly payment would be $1,324.64. I received the attached letter (dated 6 days prior on 2/15/2023) stating my new monthly payment would be $1,420.43. 

  
  

  The repeated mistakes on the behalf of MCU requiring the customer (me) to catch and correct them is unprecedented. I’ve never worked with a company that has such poor processes to repeatedly make mistakes, even in situations such as this where a third party (BBB) is witnessing. Furthermore, I’ve never before witnessed a company fail to take accountability for their repeated mistakes. 

  
  

  I would also like to point out that ****** alluded to things being “corrected” and never directs indicates who was responsible for finding the error. I found the error and even when they disclosed a new amount to me (which is her attachment) she again said “this figure is wrong” because I called them a second time and pointed out that they were attempting to make the exact same mistake for a second year in a row even though they were simultaneously “correcting” their first error. Per ******’s response, they made a mistake in my 2022 escrow account. We were working to mitigate that and I pointed out that the projection they had for my 2023 escrow account was again wrong for the same reason. 

  
  

  Then they update things and send me my projected payments due to escrow errors and the monthly payments do not match. Clearly MCU does not have the right personnel in place when the VP of Mortgage Lending cannot ascertain what an escrow payment should be. 
  
  ********** **** *****

*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. ↩