Mazuma Credit Union

Thank you for sharing your concern and we certainly apologize for your experience Our records indicate you canceled your transaction in December and we do not show you had any questions or concerns on your transaction or that you requested a refund of your appraisal fee We would like to see if we can complete the mortgage transaction for you now and will be in contact with you to discuss that further If we are not able to we will gladly refund your appraisal fee!

Thanks again for following up Your concern has been shared with our Chief [redacted] officer and the leader of our mortgage department and we are happy to have further conversations with you at your convenience We have refunded the appraisal fee at your request Please contact our mortgage department at ###-###-#### with any further questions

Thank you for reaching back out to us Your account as been reviewed by the Leader of our Lending Department, and he has confirmed that the insurance premium is being charged as per the agreement on your claimIt is important to note that advances you may take on your account will impact the balance Please contact our Lending Department for further discussion at ###-###-####

Ms [redacted] Please understand that what you are referring to as "fees" on this card are actually the insurance premium being charged monthly, which you agreed to pay These premiums allow your insurance to remain effectiveThe insurance company reviews the eligibility of all claims on a monthly basis If, after their review, the claim is still valid then the insurance company makes the monthly paymentThere are no fees on this card If you wish to stop the premiums from being charged then you will need to give to us notification in writing that you wish to cancel your insuranceHowever if you do choose that option then please understand that the insurance company will no longer make any payments on your behalf At this point, Mazuma believes we have fully responded to and addressed this concern and are considering the matter closed If you have any new concerns or need additional assistance we ask that you work directly with our lending department

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

Thank you for the opportunity to share this review.

ATM Fraud Instance Feedback:

On August 18th I was contacted by the Mazuma Fraud Department that my Debit Card had been compromised and used for a fraudulent transaction. I followed the instructions and was told to contact customer service at the first opportunity. I did so and was instructed to travel to a Branch to completed the needed Dispute Forms.
I went to the Main Branch on 135th Street and was helped by the Branch Manager, Ms. Blake and Faith. I was beyond pleased with the service that I received. Both were sincerely concerned about the incident and assisted me with the needed forms plus made me very secure that my accounts were in good hands and well maintained. I would also add that they were very responsive and knowledgeable. I know Mazuma will suceed in the future with staff-persons such as these.

Sincerely.
Mark Burnett

Thank you for sharing the concern. Ms***’s card had experienced an unusual pattern of activity on 9/1/17, which prompted a temporary block to be placed on the cardWhen contact was made with the after-hours service provider, additional information was unable to be provided which would
allow the block to be removed from the account until verified by the credit union the next business dayMs*** then began corresponding with the credit union via social media, and a direct message to the CEOOnce the messages were received, contact was made with the afterhours service provider and the block was liftedMs*** was contacted via social media and the card was used successfully on 9/2/A follow up phone call was also made and a subsequent message left the next business day to speak with Ms*** about the situationThe call was not returned While we understand the request is to permanently remove all future blocks from the account, Mazuma must maintain practices that best protect our members and the Credit union from fraud, including having personnel to help manage card access requests during and after regular business hours by phone. Our Director of payments has taken precautions to attempt to lessen the blocks that may be received in the future, but this situation could occur again in the future. Understanding that the incidents of fraud are increasing across the country and industry, we recommend the best practice of having a secondary account, possibly in her local area, in order to best maintain access to her funds at all times. We remain committed to finding the balance between convenience and security and will continue to be here to serve and support Ms*** in whatever ways we can now and in the future

Thank you for sharing your concern. We are aware of Mr***’s situation as our lending manager has spoken with him recently in detail. We have sent the required title request form via overnight mail in an attempt to assist Mr*** in obtaining a new title from the appropriate
state. We hope to receive the duplicate title soon so that we can close the matter with Mr*** and resolve his concern. If there are any additional questions or concerns please contact our Lending Leader at ###-###-####

Ms*** applied
for an increase to her Visa loan in April Her credit was approved for the
requestAs part of the approval, it was stipulated that she provide two years
tax returns because she left her previous employment and started her own
business in March She could not provide themShe was advised that her direct
deposit history could be reviewed insteadWhat we were able to verify was
insufficient, and the increase was subsequently deniedShe was unhappy with
the decision and became irate on a subsequent phone conversation
In July 2015, she
applied for a car loan and, again, an increase to her Visa loanAgain, she was
approved for both requests with the stipulation her income had to be verifiedHer
direct deposit history as well as other documentation she provided to support
her income was reviewedThe documentation provided was sufficient to move
forward with her request and her credit line has now been increasedWe will proceed
with the auto loan when she has selected the vehicle she wishes to purchase
The
statements regarding verbal abuse and discrimination are not trueMs***
has been treated with respect as all Mazuma Members areWe will continue to
work with her to provide a solution that is both beneficial to her and meets
our lending guidelines

Thank you for sharing your concern. We have reviewed your complaint and researched it further. Please be advised that accurately reporting lost or stolen cards is the responsibility of the cardholder and the ability to deny claims for a variety of reasons is within the rights of
the financial institution Mazuma cannot take responsibility for negligence in accurate reporting or for conflicting information that we receive. During the series of conversations that were had with Ms *** about this dispute there were some inconsistencies with the information that we received at different times and refusal from the member to block the card after being advised to do so, Mazuma was unable to approve the claim as submitted. If you have any other questions or concerns please contact Mazuma at ###-###-####

Thank you for sharing your concern. We are happy to discuss this matter with you further and have attempted to reach you multiple times by phone to discuss your request but have not been successful in reaching you. Please feel free to call ***, our branch leader at the Raymore branch
location, at ###-###-####. Ultimately, we are happy to refund your fees but as we have refunded multiple fees on this account in the past we need to ensure we have educated you on the reason the fees were assessed prior to refunding so that you can best manage your account in the future

Thank you for sharing your concern and we are sorry you were not happy with your experience. Your concerns have been shared with our Chief Lending officer and the Leader of our mortgage department and we are happy to have further conversations with you at your convenience.
Please contact our Mortgage Department Leader at ###-###-#### with any further questions

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for reaching back out to us.  Your account as been reviewed by the Leader of our Lending Department, and he has confirmed that the insurance premium is being charged as per the agreement on your claim. It is important to note that advances you may take on your account will impact...

the balance.  Please contact our Lending Department for further discussion at ###-###-####.

Thanks again for following up.  Your concern has been shared with our Chief [redacted] officer and the leader of our mortgage department and we are happy to have further conversations with you at your convenience.  We have refunded the appraisal fee at your request.  Please contact our mortgage department at ###-###-#### with any further questions.

Ms. [redacted]. Please understand that what you are referring to as "fees" on this card are actually the insurance premium being charged monthly, which you agreed to pay.  These premiums allow your insurance to remain effective. The insurance company reviews the eligibility of all claims on a monthly basis.  If, after their review, the claim is still valid then the insurance company makes the monthly payment. There are no fees on this card.  If you wish to stop the premiums from being charged then you will need to give to us notification in writing that you wish to cancel your insurance. However if you do choose that option then please understand that the insurance company will no longer make any payments on your behalf.  At this point, Mazuma believes we have fully responded to and addressed this concern and are considering the matter closed.  If you have any new concerns or need additional assistance we ask that you work directly with our lending department.

Thank you for sharing your concern and we certainly apologize for your experience.  Our records indicate you canceled your transaction in December and we do not show you had any questions or concerns on your transaction or that you requested a refund of your appraisal fee.  We would like...

to see if we can complete the mortgage transaction for you now and will be in contact with you to discuss that further.  If we are not able to we will gladly refund your appraisal fee!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I am still paying for a mistake your company made. I have yet recieved a title and it has been 35 days and I am still waiting. Thats 35 days of paying for a rental car. This is just poor business practice. It has been a year since I got my car loan and we are just now handling these issues. And when I asked for a rental car since this is not my fault and I am out of a car [redacted] VP said apply for a [redacted] credit card. Why would I trust [redacted] with a credit card when you loose the title to my car. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We're currently researching this complaint through our lending department and associated insurance group. I'll respond with actions taken to resolve the complaint as soon as possible.Thank you,Kimberly F[redacted]