ComplaintsforMetro Credit Union

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Metro Credit Union wrongfully reported my account delinquent to the credit bureau causing my credit score to drop 70 points. This was preceded by an on-going nightmare with my lease turn-in going wrong at the fault of the dealership and leasing agency (dealership was bought out, vehicle was misplaced, CULA (leasing agent) giving misinformation, etc.) Therefore, despite ALL payments being made on time and the vehicle being turned in months ago, the account had not been closed for reasons out of our control. I was receiving letters saying I owed the buy-out price of the vehicle, around 28k, and if it was not paid I would be reported to collections. I was as proactive as I possibly could be, speaking to multiple people from all parties involved, including Metro. We tied all of the loose ends, so I thought. They assured me absolutely nothing would be reported, my credit would not be affected, and it would all be taken care of. I even worked with a manager at Metro who helped find the dealership responsible for paying the turn-in fee because of their mistake. Ultimately, weeks later after thinking this was over, my credit is now effected. It is extremely challenging getting in touch with Metro Credit Union. One representative said it would be fixed by the collections department. I asked for this in writing and still haven't received anything. At this point, I absolutely can not trust they will fix it as I trusted it wouldn't happen in the first place.During this whole process, I gave birth to my second ****** My husband and I have suffered tremendous stress and heartache from this entire situation and it is absolutely devastating for this to affect my credit after a lifetime of always doing the right thing. We are just asking for this to be fixed as soon as possible and can not take any more time away from our children spending hours on hold to continue calling Metro Credit Union.

  

  Business response

  10/18/2024

  We appreciate the loyalty of our member and do apologize for her recent experience in paying off a car lease and difficulty in contacting Metro.  The credit report has been corrected.  Additionally, I had the opportunity to speak with the member and have provided my direct contact information if there are any future questions related to the Lease or any other situation.    

  Customer response

  10/18/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22427012. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Alicia D'aurora

• Initial Complaint

  09/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A year ago I set up automatic payments through Metro Credit Union to pay a ******. I learned that the ****** was not paid on time after I set everything up as instructed by the Metro Credit Union (MCU) staff. I went to the branch to find out what the problem was and they said they could not help because their 3rd party company sends out the checks for their "online" automated payment system. I called the 3rd party company only to be told that it was the bank who I needed to speak to since I set up everything on the *** website. I was bounced back and forth between the two and then I said, "I'm going to cancel all automated payments. Show me how to cancel." *** staff told me how to cancel the automated payments online. I did as the *** staff instructed. I also followed up with the 3rd party company to confirm that all scheduled payments were canceled. The man from the 3rd party company confirmed that all scheduled payments was/would be canceled and that I was all set. I said, "Great." I asked the *** staff how to delete the "******" info on my account. *** staff said I could not. A year later, on 9/6/24 they paid the ****** $2800 from my checking account! I contacted them about it. *** staff told me that the institution that received the check cashed it and that I would have to ask that institution/****** to give back the money. *** said that there was nothing that they could do and that I had to figure it out on my own. I finally complained and cussed enough for them to share my complaint with a manager at ***. His name is ******. His direct line is ************. It has been 2 weeks since I've been robbed by MCU and they still have not followed up with me regarding the return of my money. Also, recently when I was asking *** staff how something like this could have happened, they told me that the payments were not canceled. I could not believe my ears! I had to go back online and cancel them AGAIN! AND this time (a year later) I was able to delete the ******.

  

  Business response

  09/27/2024

  Metro has been working to help Ms. ********* in resolving this situation.   A provisional credit has been issued to her account and we have assisted in ensuring the Bill *** iis cancelled.    I will be sharing my direct contact information with Ms. ********* as an additional contact.   

  Customer response

  10/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by Metro Credit Union and have determined that the response is not detailed in stating what the next steps are in ensuring that the $2,800 that they placed in my account as a provisional credit, due to their mistake, will remain in my checking account whether ******* Federal Credit Union responds to Metro Credit Union or not since the money was wrongfully taken out of my account in the first place. Over a year ago, I was told by their staff that the Bill *** was cancelled and that they did not know how to guide me in removing the "******" from my account even though the Bill *** was canceled. I trusted them since they are the professionals that work at and represent Metro Credit Union banking and systems.

  I acknowledge that they have said that they are "working on it," however, the lack of shared scope and sequence with specific timelines of follow up does not satisfy my issues and/or concerns in reference to complaint #********. My complaint shall remain open until further notice and confirmation that my funds are secure.
  
  Regards,
  
  ******* *********

• Initial Complaint

  08/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Metro Credit Union refuses to bill me for a 24 hour lapse in insurance. The charge is $10.I asked them to send a bill, they didn't. I asked them to charge my account directly they won't. Metro Credit Union is breaching New Hampshire state law and their own customer contract agreements in order to force me out of my home.

  

  Business response

  09/09/2024

  Metro successfully contacted our member who was not familiar with the complaint.   The complaint was filed by her son who was assisting his mother in resolving a situation.  Unfortunately, we were not able to accommodate his suggested resolution.   Please note that at no time did Metro force the member out of her home or violate New Hampshire law.  Through discussion, Metro offered a mutually agreed upon solution.   Member has been provided a direct line if additional assistance is needed.   As member satisfaction is our highest priority, we appreciate the opportunity to resolve this situation in a satisfactory manner.  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Metro Credit Union was in control of my car lease and all my payments for the last 39months have gone through them. On lease end there was no communication from their team and when you attempt to call them there will be no answer. You have the option to wait on hold for 6 hours or get a call back in 6-8 hours from someone who has no knowledge at all. I finally spoken to a coherent employee who told me how to pay off my lease. I did exactly as I was told and emailed by this employee. This in turn did not pay off my lease. It was not the correct amount of money and I was given no confirmation nor call explaining there was more due. If I had not called myself I would continue to be incurring fees from this company for late payments. I am sure this also effected my credit which is beautiful. This is the worst company on earth. Their website and services are god awful and there employees match. They should be disbanded and every employee should be let go.

  

  Business response

  08/28/2024

  Metro contacted ****************** and reassured him that his loan was paid in full, and his credit not impacted.   Member satisfaction is Metro's highest priority, and we apologize for the frustration Mr. ******* experienced.   An email was sent with direct contact information if Mr. ******* has additional questions or concerns. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This despicable credit union was chosen by an irreputable and crummy auto dealership, not by me. They require a ten day waiting period on a payoff quote, the number they call from is identified by my phone as a spam risk, the email they send me is flagged by my malware server as suspicious and not trusted. Add to that that I waited for over an hour for a call back from these lame clowns, TWICE. The so call chat system is useless and I can not do anything online with their useless ibanking system as it will not allow me to log in and when I try to get my log in name it tells me the information I am entering is wrong, my first and last name along with my social are wrong. What kind of s*** show are these scumbags running over there? Add to that that these clowns had my address wrong and when I spoke to them the last time they gave me a hard time because the address I gave over the phone did not match the one they had on file. I never gave this morons my address the useless car dealer did, so I gave the moron clerk I spoke to the correct address and the last bill I got from them is still showing a wrong address. Now I am trying to remove myself from these questionable and useless credit union and do business with a credit union that I am both familiar with and very much reputable and I can't still get nowhere so now I am looking for outside help and though I am aware that the bbb is just as useless as this dealership I am just going through the motions to get this issue resolved before I procced to a real agency which actually gets customers satisfactory results.

  

  Business response

  08/28/2024

  Metro has reached out to ********************** who has requested no further contact.   Member satisfaction is our highest priority, and we would like the opportunity to ensure all questions have been addressed.   In onboarding the loan, inconsistencies with the address were made and have since been corrected.    The ten-day period referenced in the complaint is the time the quote provided is valid versus a waiting period.   As a valued member, I would like to ensure all his questions and concerns have been addressed.  My direct contact information is ************ or *********************************** .    
  Thank you,
  ***************************, SVP Outreach and Advocacy

  Customer response

  09/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Vicentico

   

   

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I simply cannot get any information from the company holding my car loan. I am unable to access online services. I am unable to reach any representatives and have been trying consistently for 3 weeks. I simply want to pay off a car loan and get basic information on an outstanding balance. It has simply been the worst customer service I have ever received. Neither online nor phone communication has led to any results.

  

  Business response

  08/02/2024

  Dear ****************,

  Upon receipt of this complaint, Metro has worked with you to provide the required access to iBanking and Metro Pay.   Member satisfaction is our highest priority and it is always disappointing when we do not meet expectations.   Please accept my apology for the frustration created in trying to access your account information.  Please reach out to me directly if you have any future needs.   We appreciate your membership.

  Sincerely,

  ***************************

  SVP Outreach and Advocacy

  ************

  Customer response

  08/02/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a new 2021 ***** CX-5 and Metro Credit Union was bank for this transaction. I paid off this car loan early in full on June 27, 2024. I have called them multiple times to release the lien on this vehicle. It has been a week since they were paid off and I have gotten nothing but a runaround by the multiple customer service staff I have spoken to resolve this issue. Why won't Metro Credit Union release this car lien back to me?

  

  Business response

  07/09/2024

  Metro reached out to member and apologized to member for not having received a satisfactory response.  Metro releases the title one week after the payoff of an auto loan to ensure payment clears.  The title was mailed 7.3.24.   Member appreciated the clarification.    

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had this bank for less than a year; this is the third issue I have had that short time. The first time was an in-app error that resulted in a fee. I did nothing wrong to incur this fee, causing them to refund it. While refunding it, they repeatedly told me it was a courtesy since I made an error, which I did not. It was their apps doing. The second time, a company was allowed to take money from my empty account, despite no authorization from me to do so. When opening my bank account, I was asked if I wanted this, and I said no. I do not want people taking money out when I have none. I was told THIS time that they could not help me because they already used up my courtesy the last time. I fought tooth and nail and eventually they refunded me.Now, I have $0. I get monthly disability payments and used it already for rent and utilities, so I have not a ***** until June 30th. I woke up this morning to -$45 because once again, MCU allowed someone to take money, and then they took a fee. When I reached out, I was told again that I signed up for this service and never complained. Even though I supposedly never complained, I still somehow already used up my courtesy fee reversal. They reminded me they even gave me an extra courtesy, which they did not as the first fee was also their fault.I have asked them on three separate occasions to stop allowing people to take money from an empty account but they keep letting this happen so they can steal money from their already poorest customers. The cruelty of forcing someone into the negatives only to take $35. This feels punitive.

  

  Business response

  06/03/2024

  Member satisfaction is a priority at Metro.   We apologize for this member's experience in trying to resolve her concerns. The member has been contacted and all concerns resolved to her satisfaction.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have been customers of their mortgage business for over 5 years. We are in the process of buying a new home with a different lender and the only thing holding up the transaction was a monthly statement confirming we paid our mortgage with Metro in October. Normally their statements are published mid-month, but in this case we hadn't received it yet. We were at risk of our new mortgage financing being jeopardy without proof from Metro that we paid our most recent bill. When I called the support line they confirmed the statement would be published in our online account by the 17th. When that passed and we still didnt have a statement I called back and was on hold for over 90 minutes. Even the customer support representative was unable to get ahold of a supervisor or member of the support team that could assist. I then tried calling the branch managers of 4 different local branches, all of which went directly to voicemail. None of the 4 have called me back despite leaving messages. Because of Metro were at risk of not completing our underwriting financing for our new home. We should not have to work this hard to get a simple statement from our lender that confirms we have paid our bills and are in good standing. We are prepared to take legal action if this issue jeopardizes the completion of our financing and we are forced to pay the down payment deposit to the sellers if were not able to complete the closing of the new property.

  

  Business response

  10/24/2023

  Please accept our apology for not being able to access the information needed for your transaction..   Upon receipt of this complaint, a Loan Servicing Specialist reached out, provided the necessary documentation and direct contact information.    This scenario was discussed at a ****************** meeting and additional training is being provided.    We apologize.  ***************************

  Customer response

  10/25/2023

  Unfortunately, this is not a training issue. We were unable to get ahold of any actual support person, instead I was on-hold for literally hours waiting for someone to help me get a BANK STATEMENT. This is an issue with the bank itself, and it's management. As a local credit union, there's absolutely no excuse why it should take over 24 hours to get a file that any bank should be able to produce automatically. As mortgage customers, we've paid you literally tens of thousands of dollars, the least you can do is not keep me on hold or hang up on me when I need proof that we've paid our mortgage on time. Your message comes across as hollow and I don't believe anything will actually change because of this issue. We will be looking to change banks in the coming weeks. 

  Regards,

  ******

   

   

  

  Business response

  11/01/2023

  *************************** spoke with member on October 25th.  Metro recognizes the frustration the member experienced.   Having a conversation was helpful in addressing similar concerns going forward.   We appreciate the member sharing his experience and apologize for the difficulty in receiving what was needed.    

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been a Metro customer for decades and have some concerns. I noticed that Metro recently added additional questions to the automated phone assistant. The phone assistant was difficult prior to this change. Now you have to speak out loud if you want to use the phone banking. This can alert people who may be within earshot of you and who may have bad intentions to try to steal your information. Also the process to access your balance via phone banking now requires your social security number which is risky as well. In addition when you reach the part of the call that is going to state your balance it redundantly states your account number. None of this is conducive to a good customer experience. Its really not a good experience at all.. As I choose not to use the Metro banking app for certain reasons related to my disability I really rely on the phone banking option. I sincerely hope you will take my concerns into consideration. My hope is that the phone banking process will be updated so that its secure and is in line with the great customer service ********************** normally provides. I also want to highlight the excellent experiences Metro employees provide whether it be on the phone with a live representative or at a branch in person. You employees are always professional, courteous and ready to assist. They deserve kudos for that. Thank you for your time and consideration.*********,***************************

  

  Business response

  08/29/2023

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

  Thank you for your membership and loyalty.   Our members' experience is our highest priority and it is feedback like yours that allows us to improve.  Your message has been forwarded to the appropriate departments for review and consideration.   In the interim, a Metro associate will reach out to discuss your experience and  provide additional options for accessing private information.    When you have a moment, please feel free to reach out to me directly.

  Best,

  ***************************

  SVP Outreach and Advocacy, CDO

  ************

*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. ↩