Complaints

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

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  Missouri Credit Union

  111 E Broadway Columbia, MO 65203-4208

• 

  Missouri Credit Union

  3200 W Edgewood Dr Jefferson Cty, MO 65109-6866

• 

  Missouri Credit Union

  910 Eastland Dr Jefferson Cty, MO 65101-3894

• 

  Missouri Credit Union

  1815 Southwest Blvd Jefferson Cty, MO 65109-2437

• 

  Missouri Credit Union

  2101 W Broadway Columbia, MO 65203-7632

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:03/24/2025

  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.

  Please be careful using this bank. They will take money(withdraw) from your mortgage balance and apply it to negatives accounts if you overdraw a checking or savings. Im not sure how they legally can treat your mortgage loan like a bank and add to the balance to even out your other accounts but they do. I have screenshots showing it all.

  Business Response

  Date: 03/25/2025

  On 3/17/2025 Missouri Credit Union received an *** from *********** in the amount of $699.83 deposited into ********************* account for his mortgage payment.    Additionally on 3/17/2025 Missouri Credit Union recieved an *** from *********** in the amount of $750.00 also going into ********************* account..  On 3/17/2025 Missouri Credit Union applied $723.19 from ********************* account to his mortgage loan.  On 3/17/2025 Mr. ******* originated a same day *** withdrawal of $700 from his Missouri Credit Union savings account to ***********.  On 3/18/2025 *********** returned the *** in the amount of $699.83.  Therefore, the amount of the mortgage payment, $723.19 was removed from the mortgage and returnded to the savings account to cover the *** *** on the amount originally submtted and applied to the mortgage loan.  The current balance in ********************* account is .01 as on 3/24/2025 a $47 *** was sent to ************

   

  Customer Answer

  Date: 03/26/2025

  Complaint: 23106954
  
  I have reviewed the response and am correcting their version of events. 
  
  The 699 deposit was never set up by me nor did I arrange that to be made with anyone at the bank. I only made the 750 deposit and it cleared and was never returned. This 750 deposit was then transferred to my mortgage account, where my mortgage account reflected a payment made on 3/17 (see photos) I was actually suppose to be contacting the representative to arrange that reoccurring payment in the coming month, but we agreed that I would initiate the payment manually this month, hence my 750 deposit. Youll see another photo where after the 699 deposit, that I didnt initiate, was returned, it caused my savings account to go negative.  The bank then reversed my mortgage payment from my approved 750 deposit to cover the negative saving balance from the other transaction. 
  I made the 700 transfer to try and save my bank from denying the overall transaction but it already returned it. 
  
  In summary, the bank used a 3/17 deposit and payment combo made by me to cover the reversed charges on a separate deposit that was made by the bank without my permission (699). They took money from my mortgage balance so their savings account wouldnt be negative. 
  

  One. It raises the very serious question of what if the same thing happened today, and not on the same day as a payment, could they justify reversing an already posted mortgage payment to cover a separate transaction causing a negative savings balance? The initial response they might have is well the transfer wouldnt get approved so it would never go negative, but here we are so that response wouldnt be valid. 
  

  Two. How did they allow a savings account to go negative? Allowing a transfer to be taken from an account if the money wasnt in there? 
  

  The answer is their system made a mistake, and then took money from my mortgage balance to correct it. Is this legal? Can they make withdraws from a mortgage account?

  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 03/26/2025

  Youll also notice in their response, and accurately so, my savings account ended up with an extra 47 dollars in it. It started with 0.00 and ended with 47. This is because, and evidence to my point, that my initial 750 deposit was approved and then the amount due was applied to my loan. They reversed my approved payment from the 750, and my savings account was left with the 47. 
  

  At the time the representative told me the negative savings was okay and just to correct it within 30 days, which I said I would do so with the transfers made from the double deposit. We were both confused by the double deposit and she stated she wasnt sure how that happened. It was only later the bank decided they would chose to withdraw from my mortgage instead of have a negative savings account on their books.

  Business Response

  Date: 03/26/2025

  Mr. ******* is set up with automatic payments from his savings account to his mortgage.  When the item was returned the mortgage payment was reversed.

  Customer Answer

  Date: 03/27/2025

  Complaint: 23106954
  
  They have still made no comment on what would happen if the same thing happened today. If a deposit was made, transferred out, and then the saving account went negative after initial deposit was returned. Would they then take money off two week old mortgage payment completely separate to fix the negative balance there? 
  

  Thats what happen, just the payment was one day away instead of 14. The question is relevant and the banks ability to withdraw money off my mortgage to satisfy a negative savings account shouldnt be legal to do. To be clear Im talking about a reversed mortgage payment. 

  
  I look forward to the next 25 years with you all great people;)
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 03/27/2025

  bbb is about as useful as a poopy flavored lollipop-pop. Someone call DOGE on these folks.

   

  weRe nOt GoVeRnMeNt. Youre nonprofit, still wasted funds given from good people in good faith put it to good use. 

• Initial Complaint

  Date:12/03/2024

  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.

  When I place a mobile deposit, the bank puts a hold on my funds. Then, every autodraft is charged an overdraft, resulting in multiple fees, putting me further back in the red. No other bank I use does this. The funds are deposited and immediately available with other institutions. I would like, at least, part of these fees recovered if not all. I can provide monthly statements if required. I will also be moving my business to local banks who don't have this rule on their mobile deposits.

  Business Response

  Date: 12/05/2024

  When making a Remote deposit, funds are made available on the second business day after the day the deposit is received.  There appears to be two deposits made to this account on December 2nd and funds were actually made available on December 3rd, however there were ACH transactions that posted prior to the funds being made available.   Each time a member makes a Remote Deposit, they are presented with the availability information and given the opportunity to cancel the transaction, if they so choose, knowing the availability constraints.  In reviewing this account it appears the there have been previous refunds of overdraft fees granted.  One fee has been refunded.

  Customer Answer

  Date: 12/11/2024

  This is the only banking institution that we use that puts a hold on a regular check mobile deposit.  If I am overdrawn, it's my fault and I own up to that.  I put the depostis in on the 2nd because I knew there would be autodrafts coming out of my account in the next day or 2.  When the credit union shows what is available in your account to spend, they include the mobile deposit that hasn't cleared yet.  This is my issue with this institution!  If the funds aren't available, don't show that they are available to spend!!!  The other issue with this is if there is a deposit, they will process the autodrafts earlier in the day and then apply the deposits.  Also, they claimed that I was refunded one of the overdrafts but then they took it right back out.  This cost me 5 overdaft fees and bills that were sent back unpaid. 

  There was one last screenshot I couldn't add.

• Initial Complaint

  Date:11/19/2024

  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.

  This bank has rejected a payment for my car insurance which caused them to reject my car insurance and put my family in jeopardy on the road of not being covered. They take over a week to attempt to process my bills and it has truly put my family in a bad spot for our lively hood. I have been accused of having a negative account and that is why they had to hold my check for 1500 for over two weeks. This also put my bills behind and me in jeopardy of getting my car repossession. The customer service has been low level. I had fraud happen on my account and was met with rudeness and being accused I did it. ******** customer service and definitely plan on leaving.

  Business Response

  Date: 11/26/2024

  In researching this complaint, I do not see any instance where a payment was returned.  On 10/26/24 there was a "do not honor" payment for an insurance company, due the debit card being closed earlier in the month by the member due to suspected fraud.  The account history does not show any instances of payments taking a week or longer to process.

  In regard to the $1,500 check that was deposited.  It was done on Sunday 10/27/24 via remote deposit.  The remote deposit was processed on 10/28/24 with $225 being made available and the remaining $1,275 being placed on hold for 5 days with a release date of 11/5/24.  The extended hold was placed due to repeat NSF which occurred 8/6/24.  The extended check hold letter was mailed on 10/28/24.

  The fraud that occurred on the account was disputed Apple charges.  The fraud department reviewed with the member that the charges being disputed had previously occurred on three different debit cards she has had on her account since April of 2022.  The new card that was issued to the member in October of 2024 had the same ***** account tied to it, so no credit was given for the disputed items.

• Initial Complaint

  Date:04/22/2024

  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:02/08/2024

  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.

  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

  Date: 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

  Date:10/09/2023

  Type:Customer Service 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 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

  Date: 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

  Date:06/16/2023

  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 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

  Date: 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

  Date:02/06/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  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

  Date: 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 Answer

  Date: 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. 
  
  ********** **** *****