Municipal Credit Union

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I took my documents FROM WORKERS COMPENSATION BOARD to Calvin the manager on ** October 2016. ITS NOT MY FAULT HE DIDNT DO HIS JOB OF NOTIFYING CORPORATE OFFICE. MCU stop stealing my money for [redacted] because you are both millionaires because of robbing poor customers. FYI I HAVE NO INCOME & YOUR WASTING MY TIME GOING BACK & FORTH]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

MCU sent the check to the [redacted] to be delivered back to the member so it can be properly endorsed.  The check was received at the Hamilton Annex Branch of the [redacted],[redacted] on May [redacted].  Attempts to deliver the check to the member were made by the [redacted], and a notice was left at the...

member's home to pick up the check at the Hamilton Annex Branch.  In a conversation that MCU had with the member (contact was initiated by MCU via a direct phone call to the member), the member indicated they went to the [redacted] location of the [redacted], and the [redacted] could not locate the item due to it being at the Hamilton Annex location, not the [redacted] location.MCU has yet to receive the check back from the [redacted], and MCU has opened an investigation with the [redacted] to locate the check and rectify this matter.  We provided the member with all information pertaining to the check being in the possession of the [redacted], including tracking information.We will continue to work with the [redacted] to locate the check; however, due to the fact that the [redacted] confirmed receipt of the check, MCU is reliant on the [redacted] to either return the check to MCU or deliver to the member.We apologize for the inconvenience that has been caused.  We will continue to do everything we can to ensure that the [redacted] locates the check and gets it back in the hands of the member, so that they can properly endorse the check and re-deposit.

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 and the matter has been resolved.Sincerely,
[redacted]

We have been informed by our Credit Card processor, [redacted], that they are investigating the claim on their end as we speak.  A letter was sent to the member by [redacted] requesting additional information on 3/**/16.  Once the member provides [redacted] with this information, they can complete the dispute process.

MCU does not have the power of attorney paperwork on file in order to allow the member's son to execute any actions on the account.  However, the member does not need to visit a branch location or have someone close the account in person.  As long as the member first calls and cancels the...

monthly Fraud Protection service on their account (Phone number: ###-###-####), the member can then call MCU at ###-###-#### and close the account without having to come into the branch.  The member can also fax over the letter that was attached to this complaint with a legible signature to execute an account closing, so long as the Fraud Protection is cancelled.

A letter of response was sent to the member August [redacted] regarding this issue.  A summary of the letter can be found below with information pertaining to this complaint:·         September [redacted] 2015, the member approved for a loan with a minimum monthly...

payment due of $128.00 on the first of every month starting in October [redacted] 2015. Per your contract, if the member prepays any amount owed, they are still required to make the regularly scheduled payment.·         The first 3 payments of $128.00 posted on the account on September [redacted] 2015, October [redacted] 2015 and December [redacted] 2015. This satisfied the due dates of October [redacted] 2015, November [redacted] 2015 and December [redacted] 2015 respectively.·          January *, 2016, a payment of $256.00 was made, which satisfied the January [redacted] 2016 and February [redacted] 2016 due dates.·         A payment of $128 posted to the member account on January [redacted] 2016 and February [redacted], 2016, satisfying the due dates of March [redacted] 2016 and April [redacted], 2016.          April **, a payment of $256.00 posted to the member account satisfying the due dates of May [redacted], 2016 and June [redacted], 2016. If a member is late more than ten days on their loan, any monies that go into deposit accounts will be swept to take care of the delinquent past due on the loan. The member was due for a payment for July *, 2016 and since no payment was received, their account was debited $40.00 from the share account and $88.00 from the checking account on July **, 2016. This satisfied the July [redacted], 2016 payment due and then on July **, 2016 a check payment was posted on the member account for $128.00 satisfying the August *, 2016 payment. As of the writing of this letter you are current with a payment due on September *, 2016.

We believe this issue is between the member and the two companies, Progressive and [redacted].  We will forward this to our Card Services team for review, but we recommend the member puts in a dispute with those companies.

First and foremost, we would like to apologize for any inconveniences caused due to MCU policies and procedures.  We take all member requests seriously, and appreciate the feedback given.  Regarding this particular member feedback, we would like to explain how the issues this particular...

member is having is due to our concerted effort to ensure the safety and security of all member data and personal information.  For the safety and security of our members, their accounts, and identities, we require full authentication prior to accessing accounts via online or mobile banking.  Furthermore, we also require automated authentication via our Touch Tone Teller system prior to being connected with a Contact Center Representative.  Unfortunately, we have seen instances where non-members try to gather information via our Contact Center, online and mobile banking platforms that would allow them to steal member identities and information, and we have put these security protocols in place to safeguard member data. Although this may be an inconvenience to members, we place a high priority on the safety and security of their personal and account information.   Additionally, we require members to notify MCU in advance of traveling internationally, again to ensure that there is no fraudulent activity happening on their account.  Because of the importance we place on protecting members from identity theft, other local and regional purchases are restricted at certain times as well.  We again apologize for any inconvenience this may cause.  We hope that all of our members understand that, although it may be an inconvenience at times, the policies and procedures MCU have put in place are for the betterment of our membership, and the protection of their personal and account information.

I've forwarded this to the appropriate parties at MCU for review, and will notify the member once I get a response.  I apologize for the delay in response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 The MCU collections department is not being honest with their reply. I am unsatisfied and would like my complaint to be investigated under the Fair Credit Reporting Act. The 2016 Bank Statement clearly shows that there is a $0 balance on this account due to the charge off status. I am once again asking for MCU to comply with FCRA and to update the information being inaccurately reported to the credit bureaus. The account was charged off. I would like the balance to reflect the charge off status. Additionally, at no time have I received a written settlement offer from MCU. If the banks claims are true, please forward a copy of the written settlement letter offered to me.Sincerely, [redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

MCU stands by the decision made based on the information given to us by [redacted] and [redacted]s, which shows proof of stay at the Radisson from 2-*-16 to 2-*-16, 2-*-16 to 2-*-16, and 2-*-16 to 2-**-16.  The appeal made to MCU by the member was denied after extensive review, and MCU...

considers the matter to be closed.  See attached letter sent on 6-*-16 regarding MCU's decision on the appeal.

We sincerely apologize for the poor customer experience that the member had.  If the member had funds in their account at the time of account closure, and has yet to receive those funds back from us, they can contact me directly via email at [redacted], and we can rectify that issue....

We sincerely apologize for the poor experience that you are having with MCU.  I will forward the complaint to the appropriate individuals through our member complaint file, and we will contact you with any information regarding specific issues that were mentioned within your complaint.

Per internal review from our collections department,  the account was coded bankruptcy on 4/**/2015.  You're...

notresponsible for the negative balance in the checking account since it was discharged on 7/**/15, The negative balance on the account of -$810.00 will remain as is and will not be a $0 balance but is considered a loss to the Credit Union.  After reviewing the history on your account,  there were no transactions that were taken from another account to this to satisfy the negative balance after the bankruptcy was filed.  You will not be able to use the savings and the checkingaccount but you can make payments directly to the Auto loan.

Review: I was overseas on vacation when a merchant was paid in the amount of 262.60. After asking the merchant for a refund, they claimed that they refunded it the same day. After looking at my MCU, I see that the amount was deposited by the merchant, then taken out by MCU. What is this and where is my Money!

Review: The Business seems to be unfairly penalizing me for a mistake that originated on their behalf due to an error made by an Employee or the System they use to pay outside Merchants. I feel like they do not take enough steps to protect cusomers and prevent the same mistakes from happening . I have been charged overdraft fees of $30.00 for the transaction that was re-submitted due to a mix up in communication, 12/**/15 - 12/**/15. I spoke to the Merchant in question, [redacted] . The Rep. told me once a check is returned to them unpaid they do not present it again. So MCU had a recurring procedure where it was re-submitted for payment. By that time I already settled payment with the Merchant through a quicker method so the payment wouldn't be any later than it was. This morning I saw the old check or EFT pending in my checking Acct. MCU kept trying to tell me it was the Merchant and all they would offer me was a future stop payment order costing another fee of $20.00. I went to the Forbell Street Branch close to my residence and got little assistance but, spoke on the phone to Customer Service where the "Stop Payment" was completed. I wrote Customer Service about the whole issue through my Online Acct. As of now MCU is yet to reply to my request for an explanation and resolution, they also do not call which should be a formal way of updating Customers.Desired Settlement: I would like them to refund me the charge for a stop payment and review the reason for suggesting a stop payment although these require 3 Business days in advance. The second submission of payment was not authorized by me, so why charge me to stop the payment?

My attempt to pay other Bills in a timely fashion becomes compromised due to their Agents' lack of knowledge and efficiency in assisting clients. I also got charged another overdraft on 12/**/15 at 6:51pm due to the whole mix-up with the above mentioned transaction and another incoming Bill due to be paid to my Auto Insurance Company. I don't desire to do business with MCU in this manner any longer, this has to improve.

Business

Response:

Our Member Service Operations team has reviewed this inquiry and will reach out to the member directly in order to explain the entire issue and our conclusions in detail. We have waived our $20 stop payment fee as a courtesy to the member.

Review: For about four years an MCU bank statement has been coming to my address under another person's name. The bank statement shows the names of two individuals whom I do not know but apparently they have used my address to open an MCU account. On October **, 2014 growing increasingly tired of receiving these bank statements decided to give MCU a call to identity how anyone can use someone's address to open an account. The representative on the phone admitted to me that if the person tried to open an account online, there is no verification required. If they walked into a branch, they would need to provide proof of address (I was told an utility bill, lease or bank statement). My Revdex.com complaint is that MCU whom I know is not one of the superior banking establishments should have taken my call more seriously and question their business practices. The representative by law could not divulge account information which was not the goal of my call - I have the bank statement so I know the details - but did not want the account number nor the names of the individuals who may have been exercising identify theft. I was advised to reach out the police department to "open an investigation." I don't mind doing that portion, but to get this to stop and to get them to open their eyes that something illegal is taking place under their feet, they choose to ignore and push me away.Desired Settlement: How about they look into my inquiry and get this account closed or inquire with the individuals about perhaps why they are using my address or perhaps they submitted the wrong address. In other words, do some actual work and resolve the issue. I no longer want to receive bank statements that belong to someone else.

Business

Response:

Upon receiving notification of a complaint from [redacted], we checked all of our account records for a matching address, and found a custodial (youth) account opened by a primary account holder. Upon review of the accounts and documents we have on hand for the primary account holder, there was an error in the custodial account member address information. The primary account holder lives in the same building as [redacted], on a different floor but with an apartment number containing the same letter. The custodial account has the address incorrectly listed as the address of [redacted]. We have flagged the custodial account as having an incorrect address, and no statements will be sent to [redacted] going forward. We sincerely apologize for any inconvenience this may have caused [redacted], and assure that no fraudulent activity has taken place in regards to this statement address error.

Review: I have been a customer at this bank for many years and I have never experienced such horrible customer service and lack of concern to my issue. On July **, 2015, I realize that someone had hacked into my debit account and withdrew a large account of money from an ATM. I visited the MCU Bank located on [redacted] to file a fraud claim, deposit money into my account, get a new debit card and possibly a new account number.

The banker that was to assisted me with filing a claim was extremely rude. She did not give any eye contact or shown concern and compassion to my issue. She falsely accused me of giving my pin number out to my son who was there with me to help me deposit coins in my account. I requested to speak with a manager to explain my discomfort with the banker I was assigned. The manager also accused me of verbally giving my son the PIN number, which again is false. After I corrected her, she said a claim had to be file and an investigation will be completed. When I contacted MCU customer service today, they were unable to update me on the claim nor provide me with an accurate status. There seems to be no urgency on the side of MCU to show that they care about happen to one of their clients.Desired Settlement: I am requesting that someone from the corporate office contact me to explain how they could allow this to happen to my account and not inform me or have some type of security setup to detect suspicious activity on an cardholder account. I also will like an apology from the branch that I visited for the lack of concern and falsely accusing me of fraud.

Business

Response:

We apologize for this issue regarding your account. I have forwarded the complaint to the appropriate parties at MCU, who will log the complaint and provide me with additional information. Once info is received, I will provide update.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Although the issue has been resolved by my account being refund the amount that was taken out, it is still unbelieve about how long it took the business to respond to a complaint I filed this almost a month ago. I am very disappointed how MCU handled this handled this issue and with the customer service I received from the branch representative. I strongly believe that I should put some type of policy in effect that would prevent this from happen to other customer of banking with them.

Sincerely,

Review: I set up 7 small bills (some as small as $25) to be paid to different merchants using the MCU Bill Pay feature on their website. According to their own website, the transaction would be processed on March ** 2015 but the money would not be delivered until 48 hours later (March ** 2015). On March **, I deposited $300 at an MCU ATM to cover the 7 small bills totaling $295 that would be paid on the March **.

To my biggest surprise, the bank on March ** overdrew the account 7 times with fees of $30 each for bills that would be delivered 48 hours later, claiming I made the deposit a few hours late. Thinking it was a mistake, I proceeded to call the bank to rectify the situation. The rep that I talked to informed me that even though the money were not yet delivered or even presented to the bank for payment, the bank would charge me $30 for each transaction. But as a courtesy, they would waive 2 of these transactions for me, if I agree to apply for their overdraft protection.

Now, I have no issues with banks charging an exorbitant amount of overdraft fees for payments that are actually presented to them and the money is not available to cover for them. But this is the case where a bank a putting themselves above the law, by arbitrarily process payments a full 48 hours before the money is to be delivered and charge an excessive fee of $30 for each transaction that are not even ready to be paid/delivered.

The Municipal Credit Union has to understand that they are NOT above the law, and their unfair banking practices have to stop.Desired Settlement: The refund of $210 in unfair overdraft fees.

Business

Response:

First and foremost, we apologize if there was any confusion or inconvenience regarding the usage of MCU's ATM Network or MCU Bill Pay. We would like to share some information with this member regarding funds availability and the usage of MCU Bill Pay.The MCU Bill Pay Agreement clearly states that funds are taken from account on the date of payment processing and by the 4pm bill payment processing time cutoff. This is necessary because the funds need time to clear and be able to be transferred from the institution to the payee. This process, which is very common amongst most financial institutions, cannot be done instantaneously. It typically takes two to three days from the time funds are sent from the account until the payee can confirm receipt of funds, if done electronically. In some instances, payees do not have an electronic relationship with our institution; therefore, a mailed check is sent to the payee by MCU. Members must have available funds at time of processing a payment, not at the time/date when the payee would receive cleared funds. Furthermore, MCU ATMs do not, at this time, instantly credit accounts with funds deposited. The deposits must be collected and brought to MCU for processing and account crediting. If the funds were deposited with a teller at an MCU Branch location on March [redacted], prior to 4pm, they would have been credited to the account immediately and prior to the processing of scheduled bill payments. As a courtesy to the member, we have already credited $60 of NSF fees back to her account. We apologize for any inconvenience we may have caused; however, we are unable to waive any additional fees other than the fees already waived and credited back to the member.

Review: I was shopping for a mortgage for a co-op home. I made it exceedingly clear several times that the home was a co-op. The MCU rep quoted me competitive mortgage rates so I approved a $60 charge on 6/**/13 on my credit card. A few days later I spoke to a different rep, again making it clear that I'm purchasing a co-op, & she quoted competitive rates. At a later date, after emailing & calling several times & no one getting back to me for days (that's a separate complaint) I finally got someone new on the phone to discussing locking-in a rate. It is @ this time that I was told that co-ops are charged a higher rate. Had I know co-ops are charged higher rates I would not have allowed the $60 charge to check my credit (& I would not have wasted my time. And my credit score would not have decreased a few points because of a credit check).Desired Settlement: Refund on my credit card.

Business

Response:

Dear [redacted]:

Your recent contact with The Revdex.com has been received by our Mortgage Operations management team and referred to my attention for immediate reply.

Please accept my apologies for the lack of communication you have had with our Mortgage Operations Department here at Municipal Credit Union (MCU). We do apologize for not getting back to you sooner. Although at this time with our call and internet volume as high as it, it is still not an excuse to not contact our members within a timely manner. It is the policy of MCU to always treat our members with respect. We are deeply troubled that this issue has caused so much distress to you and we have looked into your complaint.

At the time of your application date, your call was received by our call center. Due to compliance purposes, the call centers are not allowed to quote rates and or loan pricing to the applicant. The call centers are only allowed to take the telephone application. As you've requested, your credit card was refunded the initial charge of $60.00. Please allow at least one (1) billing cycle to see the transaction on your statement and seven (7) business days to confirm over the telephone with your creditor accordingly.

Municipal Credit Union has long prided itself on our commitment to excellent customer service, and we regret any departure from our values. On behalf of Municipal Credit Union, we hope you will accept our heartfelt apology, and our assurances that such an incidence will never reoccur. At Municipal Credit Union, we are in constant pursuit of perfection and are already working on solutions that will prevent similar problems from occurring in the future.

If you have any questions or comments regarding this matter, please feel free to contact me at the telephone number listed below.