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Business Profile

Credit Union

Municipal Credit Union

This business is NOT BBB Accredited.

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Complaints

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

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Municipal Credit Union has 10 locations, listed below.

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    Customer Complaints Summary

    • 228 total complaints in the last 3 years.
    • 71 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      MCU has started a practice of posting payments an hour or so before deposits to collect fees. Eg 2 credit card payments were pending at 3:30pm while my entire paycheck was also pending. At 3 :40pm mcu declined both credit card payments charged me ***** in non sufficient fees, but at 4pm posted my paycheck which was well about my credit card amounts. Mcu did the same thing two weeks ago this is a practice being used to extract unnecessary fees. This started a couple if months ago I heard complaints from people and now I see it myself. I have been a member since **** and never had this happen. If my paycheck was posting the same day as a bill was pending, the paycheck would cover the bill as long as it was the same date. I'm being charged $32 fee and one bill was ***** with at least 100x that amount posted 10 minutes later.

    • Initial Complaint

      Date:08/16/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had report fraudulent/ unauthorized transaction to MUNICIPAL CREDIT UNION about then ************. I have made several outreach and visits to MCU institutions and file several claims with the last one *** ********** and no one has reached out to me regarding the money stolen out of the my account.

      Business Response

      Date: 09/14/2023

      September 14, 2023 

      Better Business Bureau:

      Re: Complaint File No. BBB ********

      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on September 14,2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.

      Sincerely,
      Sincerely,
      *****************************
      EFT Manager

    • Initial Complaint

      Date:08/14/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Submitting the requested documents, while also requesting an appraisal be done to only be told the appraisal was done. As a "drive-by" despite our request for a full appraisal & being willing to pay for ourselves. The request for a copy of the appraisal that WAS done by MCU, through the process of technical difficulties, human error. Only be told a "drive-by" appraisal was despite our request for a full appraisal we were willing to pay for ourselves. Instead, we were appraised at a value of over $200,000 dollars more than we were quoted on the phone. We paid for independently and provided them with a copy of via email. The request for a copy of the appraisal that WAS done along with a copy of our rights & standard practice, b/c of everything we have been subjected to like haphazard, unprofessional, unfair, and a complete violation of our rights regardless of the determination.We have been denied every request to have something in writing until 8/11/23 when the Vice ********** **** ****** Mortgage Lending wrote "Your membership is important to ******** look forward to serving your financial needs. However, upon complete and thorough review, we will not be able to accommodate your request(s). Our decision is final; therefore, we will cease any further discussion on the reassertion of this same request. Again, we value your membership and look forward to serving you."They "value us" but, never answered any of the questions listed below, despite multiple requests for the same, all of which is documented. We would like written copies of their standard practices for: Mortgages, HELOCs At what point is the appraisal done ?When are we offered the right to pay for the appraisal?How long does it take to get the appraisal?What are our rights from start to finish?What is the appeal process you are ***********?How can you they make this assertion "Our decision is final; therefore, we will cease any further discussion on the reassertion of this same request"?

      Business Response

      Date: 08/30/2023

      ****** *******  ****** ******** ******* *** ********* **** *** *** ********


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on August 30,2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.

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

    • Initial Complaint

      Date:08/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 out of town and went to use my MCU bank account ********************** assumed there was some fraud on my account they sent me a text asking me if I the customer did the transaction I confirmed yes MCU then proceeded to ask me if my card was in my procession which I answered yes MCU then proceeded to block my card from further transactions even though I explained to them it is me I am out of town. MCU is refusing to assist with taking the block of my card so I can use my card so me and my kids do not end up stranded out of town. MCU is refusing to take the block of my card even though I stated as the customer it was not fraud this is ********************** error and for them to refuse to lift a block that the customer never asked for is insane. They keep switching me from department to department because no one has an answer or away to fix the problem that MCU has created. Again I am out of town with 2 children and me and my children have to be possible stranded because of MCU error the transaction was not fraud and I have repeated this. And then why does MCU have this system in place if all they was going to do was make the decision themselves on a customers account which is wrong. They blocked my card and had no right to block my card and stop me from doing transactions or allowing me to get my own money

      Business Response

      Date: 08/24/2023

      ****** *******  ****** ******** ******* *** ********* **** *** ***  ********

      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on August 24,2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.

      Sincerely,
      *********************
      VP of Payments 

    • Initial Complaint

      Date:08/02/2023

      Type:Product Issues
      Status:
      Answered
      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 WROTE OUT A CHECK FROM MY MCU ACCOUNT TO MY CHASE ACCOUNT. ********************** ENTERED THE WRONG CHECK NUMBER AND CHASE RETURN THE CHECK AS A RESULT. MCU DEBITED THE AMOUNT TO BY ACCOUNT AND THEN WITHDREW IT. THE AMOUNT ON THE CHECK WAS *****. I WENT TO THE BRANCH AND PROVIDED MY STATEMENT SO THEY CAN PUT MY MONEY BACK, BUT NO ONE WAS HELPED ME. I'VE BEEN CONTACTING THEM SINCE 11/2022 AND THEY CLAIM THEY WOULD GET BACK TO BE BUT NO ONE HAS CALLED ME BACK. WHEN I CALL THEY KEEP BOUNCING ME BACK AND FORTH TO DIFFERENT DEPARTMENT, NO SUPERVISOR CAN HELP AND NO ONE KNOWS ANYTHING. I WENT TO THE BRANCH AND THEY TELL ME TO WAIT FOR SOME ONE TO **** BACK TO ME.

      Business Response

      Date: 08/11/2023

      ****** *******  ****** ******** ******* *** ********* **** *** ***  ********

      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on August 11,2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.

      Sincerely,
      *****************************
      EFT Operations Manager

    • Initial Complaint

      Date:08/02/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      On July 27, 2023 I attempted to pay my MCU **** Classic Variable Account by transferring money from my MCU Checking account via their mobile app. This is how I always pay my credit card bill. I attempted to pay the bill three times ($210.75, $210.75, $200) and received an error message each time. No money was taken from my checking account so all was okay. I tried to pay the bill again later that afternoon ($250) and the transfer was approved. BUT, the bank took the $250 PLUS the $621.50 from the error transfers out of my checking account. I reached out to MCU on 7/27/23 at 4:48pm and they told me that they would submit my issue to a specialist who would handle the issue. On 7/28/23 I called MCU again at 1:58 because only $210.75 was returned to my checking account. They still owed my $410.75. Again I was told that they will give my case to a specialist to look into and handle. It is now 8/2/23 and MCU has still not returned my $410.75. I just want the issue corrected and my money credited back to my checking account as they should have done when I first called.

      Customer Answer

      Date: 08/04/2023

      Better Business Bureau:

      My bank (MCU) reached out to me this afternoon and they transferred the owed money to my checking account.

      The business has done what I asked regarding complaint ID ********, and I find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *********************



       


    • Initial Complaint

      Date:07/27/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had no money in my checking/ debit account. They allowed transactions to go through and charge me fees for each so I asked for the account to be closed. They then charged me 421 around about in fees for insufficient funds on an account that was supposed to be closed. If they saw theres no money deny the transactions its simple this is a debit card not a credit card. One insufficient fund fee ok but over 400 thats just robbery . They also make it impossible to pay the credit card I have with them once you close the checking. So now Im delinquent on the credit card because they leave me no option of paying the balance other than a transfer from their account which I closed already. I should not have to pay any fees at all. Ive been with the bank since 2016. Everyone I work with has no problem even with bad credit to get giant loans car and other wise . I have always been denied . This business is definitely not accredited for a reason I want all my debts cleared with them and nothing to do with them ever again . Ill pay my credit card balance but I dont want any late fees because theres no reason I shouldnt be able to pay with another card or method. This bank is set up to rob your money . Now they are threatening to put me in collections and ruin my credit for transactions that never went through and fees that shouldve never been charged . I closed my account I locked my card and account . Theres no reason for 421 dollars or so in fees and my credit card should be allowed to be paid another way and no late fees or report of late payments to my credit

      Business Response

      Date: 08/10/2023

      ****** *******  ****** ******** ******* *** ********* **** *** ***  ********


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on August 10,2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.

      Sincerely,
      *******************
      Director of **** Services

    • Initial Complaint

      Date:07/10/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      1.Date of transaction is 12/2021 to current 7/9/2023 2.Based on theagreement with MCU you gain dollarrewards for each dollar spent earning over $400.00 in rebate for 2022 I am disputing mismanagement of my accounts,.Rebate earned (2022)in amount of over $400.00 was debited from my account in 2022 by ********************** and current amount of $237.27 I can't rectreive. The rewards site is never accessible. I have tried numerous times to resolve without a response/resolution.Emails,.telephone calls,dispute letters are not responded/resolved. Representatives lack knowledge and is unable to asst.Even when ask to have supervisor contact me I received no response.Account # ******************* Thank you in advance *************************

      Business Response

      Date: 07/18/2023

      **** *******  ****** ******** ******* *** ********* **** *** *** ********


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on July 18,2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.

      Sincerely,
      *******************
      Director of **** Services

      Customer Answer

      Date: 07/21/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Good morning,

      Partial payment of $288.64 was credited as rewards to my account on 7/17/2023. The outstanding $450.00+in rewards from last year (2022) was not responded to . When I last spoke to ****** on 7/17 at ********************** he assured me he would speak to his Manager and all would be resolved.I am aslo seeing  minus $17.57 in my rewards bank and a Letter was sent to mCU requesting a response with resolution.I have not received a reply to my letter. I have attached the laetter

      Thank you in advance]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      *********************




       

      Business Response

      Date: 08/08/2023

      ****** ******  ****** ******** ******* *** ********* **** *** ***  ********


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on August 8,2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.

      Sincerely,
      *******************
      Director of **** Services

      Customer Answer

      Date: 08/12/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *********************



       

    • Initial Complaint

      Date:07/10/2023

      Type:Billing Issues
      Status:
      Answered
      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 credit card was compromised in April 20 23 and I had a 0 balance and Im still waiting for MCU credit union to reimburse me the funds that were stolen. They have a record of everything but have not help me resolve this problem.

      Business Response

      Date: 07/27/2023

      **** *******  ****** ******** ******* *** ********* **** *** *** ********


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on July 27, 2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution.Thank you for bringing this matter to our attention.

      Sincerely,
      *******************
      Director of **** Services

    • Initial Complaint

      Date:06/30/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      On Monday June 26th, 2023, I visited the MCU **** Park Branch. Please take note that after this experience, it is important that I share that the customer service there needs a great amount of work. I first waited quite some time to be seen by anybody at the front desk. Then I was told it would be a 2 hour wait. I said Id make an appointment and was then asked what the issue was after waiting another 15 minutes. I shared that it was regarding one of my accounts/loans and the representative proceeded to ask me personal questions about my concerns at the front desk which is public and not private. I did not feel comfortable talking about my account so openly and I shared that I would rather sit down and discuss privately at a desk to review documents. She proceeded to discuss my business out loud and asked if I wanted copies of the documents. I decided to leave after feeling very uncomfortable, unheard, and unsupported.I have major issues, concerns, and inquiries as it pertains to my signature loan. I cannot afford to pay this loan monthly as I have been. I first started with a small MCU signature loan that was manageable with good interest rates. I then applied for two more loans to support my expenses. I realized afterwards that the last loan that I took out included all of the interest and fees from the other two loans. As opposed to combining all of the loans (which was my hope), all of the loans added on top of each other which does not help my financial situation. I have worked on my monthly payments and have gotten back in good standing, but this is not sustainable for **** have reached out in the past with questions around all of my MCU loans to ensure that I am making the best next steps and to clarify any misunderstandings that I may have, but I never received any response in return, which has been disappointing.

      Business Response

      Date: 07/18/2023

      **** *******  ****** ******** ******* *** ********* **** *** *** ********


      We are in receipt of the complaint for the above-referenced member. We addressed this matter directly with the member by mail on July 18,2023.  The letter should be received within the next five (5) business days. To protect our member's privacy, we are unable to provide you with details of our resolution. Thank you for bringing this matter to our attention.

      Sincerely,
      *****-*******************
      Consumer Loan Servicing Supervisor

      Customer Answer

      Date: 07/19/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***************************



       

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