Complaints

This profile includes complaints for Member One Federal Credit Union, A Division of Virginia Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Member One Federal Credit Union, A Division of Virginia Credit Union has 3 locations, listed below.

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  Member One Federal Credit Union, A Division of Virginia Credit Union

  202 4th St NE Roanoke, VA 24016-2038

  
• 

  Member One Federal Credit Union, A Division of Virginia Credit Union

  1611 Hershberger Rd NW Roanoke, VA 24012-7208

  
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  Member One Federal Credit Union, A Division of Virginia Credit Union

  16955 Forest Rd Ste A Forest, VA 24551-4935

  

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:03/22/2025

  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.

  The incident occurred involving this complaint on or about February 2025. As a long-standing member of this credit union I had a credit card with them. I had this credit card going on several years. Granted, in the last year or so I had not used it very much but I was not made aware in anyway by number one that when the card expired in February 2025 they not only did not re-issue a new card they closed my account in a clandestine maneuver with no notification whatsoever. They reported the closure to the Credit bureaus and my ongoing excellent Credit report was damaged. I am asking that member one credit union reestablish my account issue me a new card and contact the credit bureaus to reverse the negative impact it has had on my otherwise impeccable credit score. I feel this is in no way how long-standing customers should have been treated. I attempted to contact customer service and even went to one of my local branch locations and no one was able to assist me in this matter. I otherwise was unable to get anyone else from customer service on the phone that knew had to handle the situation. I have tried everything I could do on my end to resolve this issue and I feel this is the only option I have left at this point.

  

  Business Response

  Date: 03/26/2025

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

• Initial Complaint

  Date:11/13/2024

  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.

  October-November 2024 MemberOne did not provide a copy of my car title in a timely fashion after my loan was fully paid off. The amount of time until I received the title via mail was nearly three weeks. The offer by a potential buyer for the car expired in the meanwhile. Then MemberOne failed to cancel an automatic debit connected to monthly payment of the load from my personal checking account, which caused an overdraft. MemberOne did not offer resolution and would not guarantee the mistake will be corrected. This is a complaint and a warning that MemberOne provides substandard service and should be avoided.

  

  Business Response

  Date: 11/14/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

• Initial Complaint

  Date:10/29/2024

  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 husband and I contacted Member One by phone on Thursday October 24, 2024 at which time I was transferred to ******  in an attempt to clarify the payoff of a totaled vehicle. ****** was repeatedly rude to me for no reason and spoke to me with absolute contempt the entire conversation. She refused to transfer me to her supervisor. I have emailed her numerous times asking for her supervisor's contact information which she has repeatedly refused. I need to make contact with her supervisor to report her unprofessional behavior to protect others from her bombastic communication.

  

  Business Response

  Date: 10/30/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

• Initial Complaint

  Date:10/21/2024

  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.

  I have a joint checking account with someone that I no longer have direct contact with. I went to the bank branch with documentation and was denied being removed from the account. I was handed a policy brochure, after asking for documents that I signed stating I could not be removed from the account without the primary account holder present (which I was also denied). In the brochure it states "may require" not that they HAVE to be there. However, through account history it can be seen the transactions are not correlated to me and I currently have ZERO access to an account that I am being held financially liable for. I know the primary account holder has called to have my name removed and stopped by the branch to have me removed but was unsuccessful because he only had his debit card with him but not his photo ID. My children are going without because my primary account has been deducted twice now since I have not been able to be removed from the account. However, also in record on the account, I was granted permission to make any changes on or to the account multiple times, but yet I have been denied being able to remove myself from an account that I have no access to - not the website to know the balance of what I am being charged for or a working debit card because fraud was reported on the account. Seems to me this could potentially be a very serious legal matter.

  

  Business Response

  Date: 10/21/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.

• Initial Complaint

  Date:09/03/2024

  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.

  Back in February 2024 I disputed some unrecognized transactions on my account, member one told me my account was under investigation and that they temporarily replaced the funds to my account. After transferring these funds to another account (**** ***) these funds dis***eared. **** this did not red flag to me as they had already told me that my account was being investigated. A few weeks later I received a letter in the mail that stated that after the investigation they realized that they did indeed owe me the funds and that the funds were to remain in my account. After receiving this notice I reached out to member one several times, and told them I never received the funds because they were withdrawn from my account from Member one, (I have this on bank account statements that I made available to them). They denied taking the funds back AFTER I SHOWED PROOF and told me to reach back out to **** ***. I reached out to **** *** who again and again and again confirmed the funds were in fact taken back by member one. I even had **** *** write out an email confirming this. I have showed this letter and my bank account statements to member one who still denies they took these funds back even though I have documentation. (This was around 2,500 in funds that have dis***eared and I never recovered)!

  

  Business Response

  Date: 09/06/2024

  Member One Federal Credit Union (MOFCU), a division of Virginia Credit Union, has reviewed and investigated the complaint.On September 4, 2024, an MOFCU team representative reached out and discussed the complaint with our Member. All disputed items were researched, recovered and refunded to our Member’s account in May 2024. MOFCU would like to thank the BBB of Western Virginia for bringing this matter to its attention. Management is always concerned when disputes arise, and ***reciates the opportunity to address and resolve them, when at all possible.

• Initial Complaint

  Date:08/11/2024

  Type:Facilities Issues
  Status:

  ResolvedMore 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.

  Member One switched their banking platform & stated that autopay would transfer. It did not. When I log in to pay my balance, it still says zero dollars & has said that for the last several months. If I go to make an extra payment, it says that payment is not available for that loan account at this time. I spoke to two separate people on the phone who said I did not have a due balance. When I sent an email with screenshots asking how to resolve the issue, I did not get a response other than saying I do owe money but it is just not reflected on their payment portal. I have proof that my bank account had sufficient funds the entire time to pay this balance, but their system won't let me make ANY payments. Instead, they've been sending fraudulent reports to the credit bureaus that I have not made payments when their website still reflects that I do not owe any money, and I cannot make an extra payment either. They're rude, cruel, dishonest, and apparently too stupid to figure out how to implement their own software.

  

  Business Response

  Date: 08/15/2024

  Member One Federal Credit Union (MOFCU), a division of Virginia Credit Union, has reviewed and investigated the complaint.On August 12, 2024, an MOFCU team representative reached out and discussed the complaint with our Member. It is our understanding that the complaint has now been resolved. MOFCU would like to thank the BBB of Western Virginia for bringing this matter to its attention. Management is always concerned when disputes arise, and appreciates the opportunity to address and resolve them, when at all possible.

  Customer Answer

  Date: 08/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *********

• Initial Complaint

  Date:06/28/2024

  Type:Facilities 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.

  Commencing on or about October 12, 2023, I fell victim to two multi-layered scam operations run by Bluebay LLC which involved me making deposits for a total amount of 5,500 USD from my “***** ****** ****” account to Member One Federal Credit Union at the instructions of the scammers.

  

  Business Response

  Date: 07/03/2024

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint. In addition, the Committee requested that MOFCU management review the complaint and provide its response for review and consideration.On July 2, 2024, an MOFCU team representative reached out by phone to Mr. ******. Once contact is made, the complaint and resolution will be discussed. The Supervisory Committee of MOFCU would like to thank the BBB of Western Virginia for bringing this matter to its attention. The Committee is always concerned when disputes arise, and appreciates the opportunity to address and resolve them, when at all possible. Sincerely, ***** ** ****** Supervisory Committee Representative Member One Federal Credit Union

• Initial Complaint

  Date:06/17/2024

  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.

  complaint about a bank member one credit union myself and my wife opened an account with them a year ago , it started wrong in the beginning as my wife’s card came in the mail like mine her ssn didn’t allow for her to verify her card as when I called the bank to speak with the woman who opened our account and she said it’s because when I asked if you’re wife worked upon opening account and she said she a homemaker she has no income so she gets a card but Monitored and can only be opened with ur ssn as you are the head account holder I found that highly offensive to my wife and lied to as nothing stated because of my wife being a homemaker she is basically useless to this banks eyes And then the issues got worse my card was blocked from transactions when I stated I’m a truck driver I will be in many other states upon opening and was enrolled in there travel notice and the woman who opened our account said she is going to even state that so this would delay me because fraud had to be called to allow the purchases to go through leaving me without food due to the lack of care on the manner when I was told fraud would call immediately due to making sure it’s you and the lack of time shows if I did have my card stolen they would allow someone to drain the account as it did my wife’s card never was right she had a business a nail salon charge extra she reported and showed proof and they sent a new card when we went to activate it it never allowed I called the bank they knew I wasa truck driver and they said they couldn’t activate it and couldn’t send another card when I had my account hit with unknown her card that was not activated I had someone from card services take it seriously and told me to call the bank but in the meantime fixed it to were my wife would have her card under her ssn and he disputed the charge they sent a new card it worked and 2 months later she had someone steal and charge 1200 I was worried I had them close the account they never did I was lied to

  

  Business Response

  Date: 06/21/2024

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint. In addition, the Committee requested that MOFCU management review the complaint and provide its response for review and consideration.On June 20, 2024, an MOFCU team representative reached out and discussed the complaint with our Member. It is our understanding that the complaint has now been resolved. The Supervisory Committee of MOFCU would like to thank the BBB of Western Virginia for bringing this matter to its attention. The Committee is always concerned when disputes arise, and appreciates the opportunity to address and resolve them, when at all possible. Sincerely, ***** ** ****** Supervisory Committee Representative Member One Federal Credit Union

  Customer Answer

  Date: 06/24/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Hello I’m not satisfied with as I was called by a woman who did not address herself who said she is head supervisor with member one she was very aggressive on the phone as I stayed calm she told me I must have a misconception of why the account was closed compared to my Better Business Bureau report and stated that Notification gets sent to me prior to closures but when i responded back that I never received no notices through email phone or mail until a month later hitting my Credit from ******** as i I stated in the original complaint that I closed my account and I told this woman that and she said there was no notations when I was in the branch and closed it with the woman I opened up the account with due to many issues with them allowing payments from merchants to double charge and a complaint against They’re fraud department as one of the Fraud department agents called and when I said, I did not allow ***** charges that charged simultaneously under one second as told from an ***** app supervisor, who is even then shocked that a bank could allow that to go through, and they indeed refunded the money .as the woman who called me from the fraud department refused to stop the payment as was advised by ***** when I said, I did not approve of those charges, and then hung the phone up on me on top of many other issues that I stated and all the woman who called me IWho did say she was the head person in charge She was not aware of any of my issues this is a small credit union bank from *******, Virginia from my area that she should’ve been told about these issues as they’re not a major bank on top of having an issue with opening up a business account that I went days on with the head business bank manager who had no problems and last minute denied me due to not liking my address Which was my home address which was used with my personal bank at this bank He stated I should’ve never been given an account due to my address and I’m lucky to even have A personal bank account and due to lack of assets to assess and evaluate before granting me a bank account for business as they say that’s a requirement to open up a business bank account to know what my assets are just in case something happens and this is the word verbatim statement from this manager when I said that to this woman, she said she had no knowledge of it once again and it was never addressed to her. I even filed a complaint against him with his supervisor and told her the legalities of the questioning My assists and not approving the account.due to that sounding quite fraudulent as I never heard of that before as I did my research with a lot of bangs for my business because I wasn’t sure if I was going to go with my personal bank for business, but I felt it was a safer and better idea and to find out when I did switch my bank for my business and personal that that was not a legal question to be askingand that is coming from a major Corporate Bank, who takes legal very serious.as I asked if that was legal Because they asked why I was switching my banks, which is normal to ask because my bank was closed as I assumed and I explained the whole reason why to the new business bank agent and her words that’s uncalled for and that even sounds fraudulent and suspicious as you are a owner operator truck driver what assets do you have as you do not have a truck you are not a business or a building and that is what member one wanted was need to have a physical business out of a home or a building for them to send someone to assess my property value so I do not agree with this. I close the account they reported to my credit and that is the only way I found out And like I stated five times I close this account like I thought, but I feel that there was bitterness on their end because I reported a major business manager, so I feel as if it was left open on purpose and then they allowed charges to go through when the account was zeroed out for closure of the account because that is what you do because I removed all my money from them and stop using them for over a month but when I had the account with them, they would never allow my bank account overdraw in two cases of an emergency for $20 when they stated I had aOverdraw limit of $800 that was allowed and I had to call and beg and they denied and I kept being told was I should be able to overdraw, but I was never able to the two times I really needed to overdraw for food as I am an over the road truck driver so I do not agree with this statement as it’s wrong and it was wrong to report to my credit when the account should’ve been closed as I did close it Regards, ******* ********

• Initial Complaint

  Date:05/30/2024

  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.

  Fraud on credit cards. 40 phone calls called supervisors and in response visits since January of 2024. Will no avail. They will not take it off. They give me the run around every time.

  

  Business Response

  Date: 06/05/2024

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint. In addition, the Committee requested that MOFCU management review the complaint and provide its response for review and consideration.On June 4, 2024, an MOFCU team representative left a message for our Member. Once contact is made, the complaint and resolution will be discussed. The Supervisory Committee of MOFCU would like to thank the BBB of Western Virginia for bringing this matter to its attention. The Committee is always concerned when disputes arise, and appreciates the opportunity to address and resolve them, when at all possible. Sincerely, ***** ** ****** Supervisory Committee Representative Member One Federal Credit Union

• Initial Complaint

  Date:03/25/2024

  Type:Product 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 had fraudulent charges of 39.95 charged to my account every month starting September 2022 till January of 2024. I was told that my charges were being reviewed. Three months later Memberone agreed that the charges were fraudulent and they reimbursed me for two months but not the other 15 months for a total of 599.25 I contacted them multiple times during this process and they reinsured me that my case was under review and confirmed that the file was for all the months involved and not just December 2023 and January 2024.

  

  Business Response

  Date: 03/28/2024

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint. In addition, the Committee requested that MOFCU management review the complaint and provide its response for review and consideration.We reviewed the related account and based on the MOFCU Member Account Agreement, account activity must be examined and notification of discrepancies made within 60-days of when the statement is made available. The charges on your account have been refunded based on that criterion.  Unfortunately, the charges made to your account that are outside of the 60-day window cannot be reimbursed. The Supervisory Committee of MOFCU would like to thank the BBB of Western Virginia for bringing this matter to its attention. The Committee is always concerned when disputes arise, and appreciates the opportunity to address and resolve them, when at all possible. Sincerely, ***** ** ****** Supervisory Committee Representative Member One Federal Credit Union

  Customer Answer

  Date: 03/28/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is a federally insured financial institution that let frauds steal my money. Their own investigation proved this. I was told that my money would be safe and secure in their institution when I opened an account with them.  Show me where I agreed to their 60 day period?.   Regards, ***** ******

  

  Business Response

  Date: 04/11/2024

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint. In addition, the Committee requested that MOFCU management review the complaint and provide its response for review and consideration.As requested, the 60-day period was agreed to per the sources detailed in this response.As part of this review, we noted a signed Membership Application that includes the following certification: “By signing below, I/we agree to the terms and conditions of the Membership Account Agreement, the Visa® Debit Card agreement (if applicable) and my/our other account agreements, terms and conditions of services I/we have indicated above, Savings Addendum and Fee Schedule, Privacy Policy and any amendment Member One may make from time to time which are incorporated herein for any account established now or in the future.”MOFCU’s Consumer Member Account Agreement is currently available publicly at **************** and includes the following:Error Notification section: “If you fail to notify the Credit Union of any errors within 60 days of receipt of your statement, you waive the right to assert any errors against us.”Obligation to Review Statements and Notices section: “You agree that the time you have to examine your statement and report to us will depend on the circumstances, but will not, in any circumstance, exceed a total of 60 days from when the statement is first sent or made available to you. You further agree that if you fail to report any unauthorized signature, alteration, forgeries, or any other errors in your account within 60 days of when we first send or make the statement available, you cannot assert a claim against us on any items in that statement, and between you and us the loss will be entirely yours, as provided for under applicable law. This 60-day limitation is without regard to whether we used ordinary care. The limitation in this paragraph is in addition to that contained in the first paragraph of this section.”Failure to Notify Us of Unauthorized Transactions section: “ If you fail to notify us of any unauthorized transaction, error, or claim for a credit or refund within the time frames specified above, your account statement will be considered correct. We will not be responsible for any unauthorized transaction, error, or claim for transactions included in this statement. The Supervisory Committee of MOFCU would like to thank the BBB of Western Virginia for bringing this matter to its attention. The Committee is always concerned when disputes arise, and appreciates the opportunity to address and resolve them, when at all possible. Sincerely, ***** ** ****** Supervisory Committee Representative Member One Federal Credit Union