ComplaintsforMember 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, ******* *****

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a customer of Member one credit union for at least 20 years. Recently, I have experienced issue after issue with them with the most recent issues occurring this past’s week. I noticed that several transactions on my account were showing as paid and each one had a service fee charged of $35.00 each for a total of $245,00 envelopes though I had sufficient funds to cover. At the time the fees were being charged, I had sufficient funds to cover the transactions but because of an error by one of the companies I do business with, a hold was placed on my card of $349.00 and was showing in a pending status. I contacted the bank and spoke to *****. I advised her of the changes on my account and that and there is sufficient funds to cover so I was not understanding the courtesy pays. *****, explain the fees had to do with the pending charge from ******** I advised her that the payment had already been made and that my card should not have been charged. ***** agreed that had the pending $349. Plus by ****** had not been pending on the account there would have been sufficient funds available to cover. She advised me to contact ******** and have the payment reversed, and I would be refunded back all of the fees charged immediately contact to ********, and they reversed the charge to correct the error. I contacted Member one again when the charge was put back on the account and correct it and was told that it would be reviewed by a manager and that I would hear back within 48 to 72 hours but it typically did not take that long. She also took my contact information, for a callback later, review my account to find it only one fee had returned back out of the seven that I was charged. I am not sure what is going on at Member one that they continuously charged her members exorbitant fees when sufficient funds are available.

  Customer response

  02/13/2023

  I have been contacted by a representative with Member One and they have returned all fees mentioned in this complaint. Thank you for your assistance in resolving this matter. It is truly appreciated.Regards, ******* *****

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 01/17/2022, I made a mobile deposit to my member one federal credit union in excess of 3000.00. Prior to making the transaction, there was no message that the deposit would not be immediate but after the deposit was made ; a message appeared “ Deposits are typically available after 2 business days”. This is deceptive as it does not state it will be several days but there is a possibility but not actually! If you go online or to their website, there is no mention of a hold on mobile deposits. After depositing the check, i had automatic payments that were being posted. The available amount showing was not the amount deposited. A day later, I had several automatic payments to go through with a few being allowed but two others payments were accepted but I was charged $35.00 courtesy fees each even while showing an available balance of over 2k. I have searched the internet and their website about their mobile deposits and no where does it state that the funds are not immediately available. It is way for them to take their members money without giving them notice in advance, their money will not be available for use immediately! I contacted the bank and they told me the funds would be accessible at midnight tonight. Nowhere, was this information communicated to me in advance or for certain! I argued the point, had I known I would have cashed the check elsewhere had I known. I was advised the fees stand and the hold would not be released until midnight tonight and the fees would not be refunded. I advised the CRS, my husband and I have a been a member for over 20 plus years and should not have had a hold on our check and that they were inconsistent with there policy because I have made large mobile deposits before and the funds were available for immediate release. I am providing screenshots of this transaction and another mobile deposit that was made back in November in the amount of 2549.00 that was deposited and the funds were immediately made available.

  Customer response

  01/20/2023

  Greetings, I am contacting you regarding my complaint against Member one federal credit union. The Lending institution contacted me and has refunded all of the fees charged against my account. Thank you for assisting in this matter.   Regards, ******* *****

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been banking with member one for over 13 years without incident. My debit card fell victim to fraudulent charges which I noticed in the early months of November. I live in ********** and member one is in Roanoke 4hours away, so I couldn’t get a debit card immediately i ordered one. waited over 4 weeks which I never received. When my grandmother passed in November I went to Roanoke to her funeral I went to close the account and remove my funds to open a new account elsewhere. The staff member that helped me assured the account would be closed I asked several times are you sure because I don’t want anything that I need to worry about. Fast forward to today several charges have come out unbeknowst to me knowing, and several NSF fees. *** with member one has been exceptionally rude no one has been helpful and beside getting a lawyer there service has been horrible. I’m out the money from the fraud, lost the money due to the fees bills were unpaid.

  

  Business response

  01/13/2023

  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 January 13, 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

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with Member one and they have been charging me 5.00 for return mail. But I have been getting all my mail including from them. I feel like i need to be re Imbursed because I have been getting a my mail from them. This is a rip off. If not I will find a new bank and Im new to the area.

  

  Business response

  11/10/2022

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint outlined in BBB ID: *******. 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 November 8, 2022, 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

  12/01/2022

  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. How many times are they allowed to take your money without them telling you. I want my money back in my account. Regards, **** ******

  

  Business response

  12/07/2022

  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 December 1, 2022, 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

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My 4 year old Grandson had a tablet that would download free games from ******. But once inside the game it would charge for things that we did not know about. Member One cards services called and left me a message and I checked my bank account and it was over drawn 640.00 dollars. I called the ****** that credited me all the 19 charges back. But the bank had taken 640.00 in over draft fees. When my pay check deposited on 09/01/2022 Member One took 640.00 out of my account. I called the bank. Talked to 3 people that day and was told that a lady name ***** would contact the next day. On 09/2/2022 I was told that ***** was on vacation and would call me after labor day. I called 09/06/2022 and ***** is on leave and was told that someone would call back. I received a call and was told that I could only get 140.00 back out of 640.00. I told that person that i was told on 09/01/2022 that the bank would credit 6 charges back for a total of 210.00. They said that what happened was not their fault that I had 19 charges on my account. They get to keep 430.00 of my money for no reason. They should have gave me my money back. because as soon as it was taken out it was put back. I think that this is illegal and unfair

  

  Business response

  09/08/2022

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint outlined in BBB ID: ********. 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 September 7, 2022, 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

  09/09/2022

  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

  08/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Called costumer service 7/26/2022 @2:47pm prior to get my ducks in a row on what to do to request a Skip Payment on My auto loan which allows 3 over the lifetime of the agreement due date 8/14/2022 she advised me to go to the Branch to do this in person on 8/18/2022 since i would need to sign something and my account would still be in good standing since its only 4 days after due date, they then advised me because my Checking account ending in 0778 was overdrawn that I could not get the Skip payment that the Customer service rep noted that I was eligible she did not notify that I was overdrawn and that this would affect my receive a skip payment . They give me the run around about my account being in good standing I ask to see the paper work stating such could not produce anything and what he did was about the Auto loan being in good standing which at this moment is in good standing very condescending like I cant read and understand agreements!!!!! THEY WILL not honor you Loan agreement so I would not recommend MEMBER ONE CREDIT UNION for anything!!! he gave me the blank skip payment form which did not say anything specifically about checking account in good standing for you to make changes on an Auto loan seem ridiculous and should be put in plain terms in the contract seem like they are just making their own rules after we have signed the contract if i have to uphold my end they should too.

  

  Business response

  08/24/2022

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint outlined in BBB ID: ********. 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 loan and eligibility for the Skip Payment program. On August 24, 2022, a Member One team representative reached out to discuss the complaint. Member One has provided a solution and is awaiting a response to move forward with the solution through the Member Assistance Program. 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

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for the debt with MEMBER ONE FEDERAL CRE. I do not have a contract with MEMBER ONE FEDERAL CRE You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person. They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attatched as well, they are in major violation.

  

  Business response

  05/02/2022

  The Supervisory Committee of Member One Federal Credit Union (MOFCU) has independently reviewed and investigated the complaint outlined in BBB ID: ********. In addition, the Committee requested that MOFCU management review the complaint and provide its response for review and consideration.We compared our system records against the information provided by our Member in this complaint. The provided identity theft report indicates a fraudulent credit card with MOFCU. We can confirm that our Member does not have a credit card account in our database; however, the related dollar amount included on the report relates to an auto loan secured in July 2019. We compared the signature on the ID, that was provided with this complaint, to the related loan documents with no exceptions.We can also confirm that the information reported to the credit reporting agencies, regarding the auto loan noted above, is accurate based on the collections history in our records.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 RepresentativeMember One Federal Credit Union

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On February 17th, I made a direct debit with Member One to pay my car payment. The amount was initially declined due to a problem with the debit, so I remade the payment using my credit card. The payment was posted and the money was taken out of my account, yet Member One is claiming to have never received the funds. I tried to call their customer service line today 3/17 to figure out what went wrong, only for the representative to be extremely rude and unhelpful. I was told nothing could be done even though I had proof of the transaction going through, and that I had to call my financial institution instead. So I did, and then they said I had to call Member One to dispute the charge. I'm tired of playing ping pong and I would like a resolution considering I paid my bill on time, ahead of time. (It wasn't even due until the 23rd.) Also, when you actually have a problem, you can definitely not count on Member One to help.

  

  Business response

  03/24/2022

  The Supervisory Committee of Member One Federal Credit Union has independently reviewed and investigated the complaint outlined in BBB ID: ********. In addition, the Committee requested that management of Member One Federal Credit Union examine the above referenced case and provide its response to the Committee for review and consideration.On March 22, 2022, a Member One team representative contacted our member to discuss her complaint. It was explained that she received delinquent notices after the total of two partial payments made in the month of January did not fulfill the total required payment due for the month. At that point, the loan system began producing standard delinquency notices. The loan is now current.From the communication with our member on March 22, 2022, it is our understanding that she understood the situation, was appreciative that a team representative contacted her directly to go over her account and that her complaint has been resolved.The Supervisory Committee of Member One Federal Credit Union 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 RepresentativeMember One Federal Credit Union

  Customer response

  03/24/2022

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

*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. ↩