ComplaintsforMember One Federal Credit Union

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/25/24 I attempted to pay my auto loan payment with Member One credit union and the system wouldn't let me into my account. I called them and was told Member one was switching to a new system and I would have to go through the payment portal. Nothing worked. I called them back and was walked through the process to set up my payment. The operator asked me if I was logged in, I said yes. She said if I had anymore problems to keep trying if no luck I can pay by phone. She hung up. I tried to send the payment and it wouldn't accept it. Been trying for 2 days with no success. I called today to pay by phone and they told me it would be $17 to pay by phone. WHAT!!! This sounds like a scam to me. I just want to pay my loan and be able to finish paying off the note. Thank you.

  

  Business response

  02/29/2024

  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 February 28, 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 response

  02/29/2024

  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, ****** *******

  Customer response

  03/26/2024

  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 the second time this happened. 1 month ago Member One changed their login system and I was unable to pay my loan. This just happened again. I'm unable to pay my loan. The online prompt won't let me log in and ask me to change my password. When I try to change my password it tells me invalid. Why do I have to keep filing complaints to be able to pay my loan. ****** *******

  

  Business response

  03/29/2024

  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 March 26, 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 response

  04/01/2024

  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

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To start, over a year ago, I had deposited a check into my account. It was held because of a balance on an account from 2001! WAY over the ten year mark for money to be collected. But I was advised I would need to pay that off in order to have access to my funds. I paid it, but it was still wrong. Within the last year, I had CASHIERS checks that were HELD several times and finally decided to close my account with Member One. They cannot be trusted and will take money out any time they see fit. I realized two months ago that I had something from Member One on my credit. After looking into it, my account had never been closed. There had been a zero balance, but not closed. Something called "Zip" came through and took money out repeatedly over about ten times in one day. They were using the debit card, which should have been declined, as there was no money in the account, and I did NOT have any over draft protection on the account. However, Member One allowed them to take out all these transactions totaling over $1300. I never received anything about this at all, and only found out when I found it on my credit. I went through the branch manager and he attempted to send it to another department to be corrected, but they denied the request. I talked to several people within Member One to no avail. I ended up having to pay over $1300 to a collections agency just to get it off of my credit. This bank commits so many acts against fair credit practices daily. Freezing accounts of people who have done nothing wrong, sending accounts to collections when they are current just because "they may go delinquent". Something needs to be done.

  

  Business response

  12/20/2023

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) is in the process of independently reviewing and investigating the complaint. In addition, the Committee requested that MOFCU management review the complaint and it is in the process of providing its response for review and consideration.Because the reviews are ongoing at this time, the final resolution will exceed the 7-day window required by the BBB. We apologize for any inconvenience, however, will respond accordingly as soon as possible. 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 response

  12/20/2023

  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.I will allow them the extra time, but I am not closing out this case until an actual resolution has been found. This just says that they need more time to investigate, and I am happy to give that. However, I will not close this case.  Regards, ***** ******** 

  

  Business response

  12/22/2023

  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 appreciate the additional time in order to complete our internal review on this matter. On December 21, 2023, 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 response

  12/22/2023

   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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a joint account with my spouse. My card is locked and cannot be used. My spouse called the bank (as he is the first name on the account) and was told that they had to speak to me. I made 3 calls to the bank and the last one they told me I needed to talk to the security department. I verified the information the customer service rep had already verified but I didn't know the last 4 of my spouses social (which the first lady NEVER even asked for). I was told that he could not get information because the card was not issued to him, so I called to verify MY information. I asked for a manager in the security department and was placed on hold for over 15 minutes (without anyone returning to the line) so I had to hang up. I verified online, with the first rep, and with the security rep that there is a balance in the account, but STILL cannot access MY funds. This is unacceptable.

  

  Business response

  11/07/2023

  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 information related to our Member’s account. It is our understanding that the complaint has 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

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello , This afternoon i spoke with an arrogant customer service account agent in regards to resolving an issue with my account being overdrafted with out my permission and I ask could the fees be removed as far as my account. I also explain my situation and the resolves didn't go well.This was very stressful dealing with this agent and she nicely careless arrogantly discharge the call with out a care about my fee during the process of call..This so call bank needs remember not all people are not always wrong when it comes to bank account and this time I'm honestly not at fault.Every since I have been at this bank I've always had problems but not at my other bank.Just this one bank its always a problems.

  

  Business response

  10/02/2023

  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 information related to our Member’s account. An MOFCU team representative reached out to discuss the complaint. It is our understanding that the complaint has 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 response

  10/02/2023

  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

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I walk into the credit union in the first week of July, and inform the desk that I have been summoned due to balances on my account. After an extended amount of time, the desk “found” the problem: apparently, when I switched insurances (back in May of 2022), the bank ran a “random” audit and found the 2-4 weeks that I was without car insurance. Unbeknownst to me, they had been charging me for driving without insurance for every month since. Every month. And since I had already been paying over my minimum amount automatically, the charge each month was just enough to run under the radar. Sneaky. The problem came when they started another yearly billing cycle, and billed me double for this “no-insurance fee.” All the while, I have had insurance (excepting those few weeks) and dedicated agents on my side to prove it. Member One has started actively harassing me, calling me every other day to “finalize” the paperwork that I gave them to withdraw more money from my account and fix the problem earlier. They said that the paperwork I signed while at their physical location “did not count” (what does that even mean?), and that they have sent me documents online to sign to finalize everything. Here’s the kicker: every time they call me, I check my email, and I’m not kidding, there are no documents. I think this is a lengthy attempt to threaten, silence, and harass me through the use of my car debt. I am currently taking action to move my debt over to my home bank, because I know that at least I am not at risk of fraud, lost information, and harassment over there. I am currently afraid of what repercussions this bank will try to enact on me next; please help me, and thank you for taking the time to read my plea. My current objective: to pay my bills in peace, and to have the wrongful insurance fees refunded and put towards the vehicle payments. I've attached the rest of the story in a PDF attached to this plea. Thank you for taking the time; it means the world to be heard.

  

  Business response

  08/09/2023

  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 information related to our Member’s account. On August 7, 2023 and August 8, 2023, an MOFCU team representative attempted to contact our Member by telephone regarding the complaint. Based account research and related adjustments made, it is our understanding that the complaint has 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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Member one has placed a negative impact on my credit report. For a charge off that has a zero balance . I would like to know why the company would not remove this negative change off on my credit report I tried several times to get this off my credit report. I payed a credit repair company for several months to have this item removed but member one refuse to remove this item. I recommend that all customers avoid this bank.

  

  Business response

  06/30/2023

  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 information related to our Member’s account. On June 30, 2023, an MOFCU team representative reached out to discuss the complaint. It is our understanding that the complaint has 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

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I closed this account, account #******, over a year ago. I was contacted by someone, {******** ***** purchased a large item from that she is continuing to received checks from Member One on that closed account (more than a year after I paid off the debt and closed the MemberOne FCU account. I need help as I have contacted the bank via phone, and gone in person, and they continuously tell me the account is closed. Agreed the account is closed but the activity on the associated account continues and I do not want to be charged if this person cashes a check. Thank, goodness Ms. ***** continuously reaches out to do the right thing to tell me it is till occurring versus cashing the checks.

  

  Business response

  04/24/2023

  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 information related to our Member’s account. On April 21, 2023, an MOFCU team representative reached out to discuss the complaint. It is our understanding that the complaint has 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 response

  04/24/2023

  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

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 19th, 2023, I deposited $10K into my money-market. At that time I asked the teller and lead teller if I would be assessed a low-balance fee. They assured me it would not be assessed. On January 31st I received a $10 low-balance fee. The account had a $0 balance for many months prior, but did not accrue a low balance fee. I waited for over a month for the fee to be waived. On March 6, 2023, I called the call center and spoke with *******, she said she would attempt to provide a courtesy waiver. I waited again for 10 days then returned to the branch to close the account and withdraw my money due to the fee. I was assisted by ******* who was the teller (who was courteous and helpful). I asked if they could waive the fee and he had to involve the teller leader, from whom I, unfortunately didn't get a name. He stated that since I had called the call center he would need to wait until his manager was in the office to call the call center, speak with ******* and her manager in order to waive the $10 fee. I have worked at a bank and at a credit union for many years, if saving the credit union $10 was the point, then why would he need to waste the time of 2 managers, himself, a teller, and a customer support rep? Even worse this has happened in the past. It seems pretty sleazy that you are charging a $10 fee every time the money market hits $0 both when I deposit money to bring it well above $2000 and when I withdraw the money to $0. And you are doing this to EVERY CUSTOMER. Considering the pittance you are paying in interest it would take roughly 16 months to BREAK EVEN on the $20 in low balance fees. This is criminal and you should be ashamed. There should be an algorithm that determines if the account is being brought to over $2000 or down to $0 and waived. I have closed the money market account and I will be closing my checking as well as soon as my next direct deposit clears. I am a student and can't afford these fees to DEPOSIT money. See attached files.

  

  Business response

  03/22/2023

  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 information related to our Member’s account. On March 17, 2023, a Member One team representative reached out to discuss the complaint. It is our understanding that the complaint has 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 response

  03/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. However, I find that the continued practice of charging a low-balance fee every time a member makes a deposit which brings their money market from $0 to above $2000 (the minimum balance to avoid a fee) and also charging a fee when they make a withdrawal from above $2000 to $0, is bad practice and predatory. In addition, it is not in keeping with Member One FCU's charter to help the community. It is also not holding with their mission to help their members, employees, and community flourish. The branch manager was involved and waived the fee, but again, this does not fix the underlying problem. Regards, ******* *****

*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. ↩