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ComplaintsforMembers Choice Credit Union
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Complaint Details
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Initial Complaint
12/17/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My wife changed her name at naturalization process and she has a court order. Members choice credit union does not honor the court order and naturalization certificate or Texas temporary drivers license to change her name. She has applied for new drivers license. It takes several weeks to receive the drivers license. I called members choice credit union on the phone and asked if they honor court order and TX temporary drivers license/naturalization certificate for name change. The representative asked us to walk over to a bank branch with documentation Today, we took the documentation to the credit union and Members Choice Credit Union told us that they do not honor the court order and federal naturalization paper nor the TX temporary drivers license and they cannot change her name on the account. They are asking us to bring the actual TX drivers license. So, my wife cannot use bank for several weeks till she gets her actual drivers license. I want Members Choice Credit union to honor court order and TX temporary drivers license (which has her picture) and/or her naturalization papers (which also has her picture) and change her name on the account such that she can use bank by herself.Business response
07/28/2023
Good afternoon,
I apologize for the delay in getting back to you.
Members Choice Credit Union apologizes for any inconvenience that the member may have incurred, it is never our intention that a member be without access to banking services. The Compliance Department reviewed this case to the extent that was available, we did so by conducting interviews with staff, reviewing account information, and searching applicable procedure. Members Choice Credit Union holds itself to the highest standards when it comes to member identification in order to protect the assets of all of our members. However, it is neither in the procedures nor training program of the Credit Union to not allow a name change with the reported documents, especially for an existing member. We once again apologize for any inconvenience incurred by either member. In order to avoid a similar event in the future, training will be issued to staff on this particular topic.
Members Choice Credit Union thanks you for your membership and strives to achieve the highest level of member care.
Customer response
07/28/2023
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Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.