ComplaintsforMetro Credit Union

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it May ******** I would like to file a formal complaint against Metro Credit Union, located in ***** **. On July 5th, 2023 I deposited a check through their mobile application. Funds usually clear within a couple of days. However the check was denied, they claim it was because the back of the check did not have mobile deposit written on it. This check denial lead to 29 overdraft fees totaling $986. I was unaware of the fees accumulating due to my account being locked. **************** was difficult to reach, often with long waiting times and calls disconnecting. I have other family members who use Metro Credit Union. On this very same day (July 5th, 2023) I helped my father deposit his check through his mobile app and that check cleared. Metro was not able to explain why they are picking and choosing whos checks clear. Customers should not have to incur all of these fees. I would like to have this issue resolved and corrected and hopefully avoid this from happening to someone else. I can be reached by phone and email:******************* ************ Metro Credit Union Routing number: ********* Thank you, *******************

  

  Business response

  08/04/2023

  Hello,

  I want to confirm receipt of your concern and question.  I have escalated this to the proper area of the credit union to review.  I will reach back to you next week with more information.   Feel free to contact me at any time.

  Thank you,

  ***************************, SVP

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

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

  

  Business response

  08/20/2023

  Hello,
  
   
  
  This email is to provide additional information relative to the outcome of ************** concerns.     Please update complaint. 
  
   
  
  Metro had the opportunity to discuss with ************ her concerns and a mutually acceptable resolution was agreed upon.    We appreciate ************** membership and apologize for the difficulty in accessing Metro.
  
   
  
  ***************************

  Customer response

  08/30/2023

  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.]
  I was able to discuss my concerns with *************************** SVP Outreach and Advocacy, she agreed to provide me with a full refund; however, they did not issue a full refund amount. The check that I received was for $860 when it should have been for $952. I have reached out to ************** via email and phone, with no response. 

  
  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,

  *****

   

   

  

  Business response

  08/31/2023

  ************ and I spoke today relative to the refund amount and how it was calculated.   She thanked me for the information which was also contained in an email sent 8/30/2023.   All fees resulting from the returned Remote Deposit were refunded as a courtesy.  Any activity incurred prior to the Remote Deposit was not considered.    ************ thanked me for this additional explanation.

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

  SVP Outreach and Advocacy

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Metro Credit Union closed my account, without notice or authorization. I got a statement that my account balance was 0. My balance is supposed to be $152.95. Shameful behavior from a credit union when interest rates are increasing.I just visited the ******************************************** Chelsea, ************ The person at the desk did not know what to do. Lacked training.I would like my money back ASAP, or I am filing a complaint with the **********************..Thank you,*****

  

  Business response

  01/23/2023

  Each year, Metro Credit Union is required to examine our records for any accounts that qualify for the status of Abandoned Property and to remit such accounts to the Commonwealth after proper notice is provided. In this case, notice was provided on July 11, 2022 and October 3, 2022 (copies sent to member in response to complaint). To reclaim funds, please contact the ***************************** at ************.

  Customer response

  01/23/2023

  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

  Metro Credit Union has thee audacity to charge $50.00 for a cancellation fee, against my will. The account was active, if Metro Credit Union bothered to check the ****** online log in they would have known that the account was active. I never received the claimed mailed notifications, an email, a telephone call, or a phone message in the period between July-October 2022 notifying me about the status of my account..

  For an institution that claims to help minoritized communities and the working class, a $50 imposed fee for a cancellation I did not consent to is outragous. I will forward my complaint to the **********************.
  

  Customer service at ********************** is terrible, and my issue is not resolved.
  
  Regards,

  Oscar

   

   

  

  Business response

  01/24/2023

  Metro followed the regulation established by the State of MA including notification to members prior to escheating funds for abandoned property. The fee is explained in the notices sent prior to the funds being transferred, plus the disclosures received at time of account opening. Understanding the members frustration, Metro has refunded the abandoned property fee. We have appreciated the loyalty of the member through the years.
  

  
  

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last month I had covid and was unable to deposit a check on time. Due to a mobile app/phone update, there were issues with depositing the check via my phone. when calling the bank and describing the situation, it was communicated to me that I would not get an overdraft fee.When the check cleared, I saw two overdraft fees. I called to explain the situation, that I was unemployed and about to start a new job, but was on a very tight budget, and that the overdraft charges would leave me unable to pay for bills and groceries. I was met with no understanding or sympathy. I explained that the precarious financial situation this placed me in would result in a cascade of overdraft fees, and that in order to start my new job, and keep my lights on and water running, I would need to be able to continue to pay them through my bank. I was met with no sympathy or understanding.When finally collecting enough money to clear the charges, I saw that I had accumulated approximately 500 dollars in overdraft fees, unresolvable through two calls to the bank. I went into the *********************, and someone said they understand that covid could bring hard times, and that they would work with me, and that they would call me the next day. The next day they called and said they were able to get about 350 dollars in overdraft fees forgiven. I was ecstatic, as this would make me able to bring the account into good standing again.Upon checking my account, I realized that no overdraft fees were forgiven, but the bank did reverse payment on several bills that were already paid, and that this amount was being communicated to me as "forgiven overdraft fees". This practice is dishonest. On top of that, three additional charges were made for the reverse payment. This came off as malicious, considering how many times I attempted to work with the bank. At this point, I would like the overdraft fees forgiven entirely, and I would like to pay the account and close it. Today I tried but was told no.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I leased a car from a car dealership that uses Metro Credit Union as a loan lender for leases. I was a MA resident when I signed the lease but now have to move to ** for a new job. When I asked Metro for a copy of the title to register the car in **, they refused to give it to me because they decided to enforce a new undocumented policy that states customers cannot register their cars in ** due to "tax excise reasons" (quote from Metro agent). There was no mention of this in our lease agreement either. They gave me two options to resolve: buy out the loan in its entirety or give the car back - both of which are unacceptable options. When I asked to speak to management to plead my case or ask for more information, the agent told me "upper management won't talk to you". I even tried calling their parent leasing corporation (**********) and they assured me that we could get the car registered with a special approval request from Metro. When ********** sent the approval request, Metro denied it without any reason and refused to give me the option to appeal. So far every time I've called in to Metro support, I get agents that don't know what they're talking about yet they won't forward me over to management. I've requested for written documentation of this new policy but they have ignored my request. The final resolution was that I ended up being forced to buy my car from them (total of $46,731) but now they charged me for a an early termination fee ($450) even though they're the reason I have to cancel my lease which I want refunded.I think this should be investigated because this new "rule" they're enforcing forces their customers to pay their loan amount up front rather than through monthly payments which leads to Metro getting their loaned money or a vehicle sooner. This is a highly unethical practice in general and I don't think I should be responsible for the $450 cancellation fee.

  

  Business response

  06/06/2022

  We appreciate the concern being shared and apologize that the escalation was needed to resolve this concern.  Member satisfaction is our highest priority.   This complaint provided an opportunity to review procedures and provide additional training.   The SVP of Lending spoke directly to the member and the cancellation fee is being refunded.   

  Customer response

  06/06/2022

  [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

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened an account in 2011 with Metro Credit Union. At the time, I was told I should set up my account to direct deposit into a "membership account," which would then automatically be split into a "my rewards checking" and "my rewards savings" account. At the time, I was told there would be no fees on any of the accounts if I set up my direct deposit in this way.Some time later, they changed their policy such that the "my rewards checking" needed to receive the direct deposit (not just a transfer from the "membership account") in order to avoid service fees. However this was not communicated effectively, and I only just found out today (5/20/22) after calling them again. In July 2021, I called to complain about the service charges, and the representative not only reversed a maintenance charge, but assured me that the issue was "fixed" and that I would no longer receive service fees.Again, I called back in December 2021 to complain about still more service charges. The agent reversed two more service charges, and assured me that the automatic transfer from my "membership account" to my "my rewards checking" would henceforth be flagged as "direct deposit." I would still get the fees, but they would be automatically be refunded when the system detected the incoming transfer.Unfortunately, I did not get that in writing.I have been getting service charges on my account every month since then without any refunds. Shame on me for not paying attention and calling them back, but I was told I was all set, so I put it out of my mind. This type of change, where the way an account was set up deliberately to avoid fees, only to be the cause of fees in the future needs to be better communicated (for example, a banner on the online banking portal saying "we changed our policies, please change your direct deposit account") because obviously, I was unaware of the change and why I was getting service fees.

  

  Business response

  06/03/2022

  Member satisfaction is a priority at Metro and it is always disappointing when we do not meet member expectations.   We have reached out several times to speak with the member and are awaiting a response.   Additionally, we can be contacted through ******************************************* or via secured chat in online banking.    Looking at the member account, it appears that the issue is resolved and direct deposit is now established.    We apologize for any inconvenience experienced by the member.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to close out an account that I no longer use. It has money in it, my statement says it is worth $32.15. It was worth $50 when they began charging me $2.00 a month, now it is worth $26.15. I call every month and ask for them to close it and mail me a check for me remaining balance. There is always an excuse. They now have $24 of my money. This seem like thief.

  

  Business response

  04/14/2022

  We apologize for the frustration **************** experienced in closing her account.  Member satisfaction is a priority at Metro and it is always disappointing when we do not meet member expectations.   ******************** request has been received and is being processed.   When following up with ****************, she was very satisfied. 

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I had an open account with metro credit union through my employer which I recently canceled because it defeats the purpose of the account. It is a savings deducted from my check weekly, every year Iam supposed to receive my savings. Since 2020 I was sent a check but they have my name wrong on the acc. So I couldn't cash. It was more imposible to communicate since we were in the pandemic. Couldn't get any help. Finally mid 2021 I was able to get ahold of someone who was supposed to help me. They said they would stop the 2020 check which is the one attached. And also the 2021 check so they can make the changes to my name . And resend me my checks . I didn't get a response so i resend the forms this was already December 2021 . Still nothing, cant get through the lines and when you do they arent helpful. I know they didn't process anything because im still receiving letters with the wrong name. I canceled the account through my job i just want whats owed to me . In total it should be 2020 check *****, and partial of 2022. My name is ******************************* They have me under ******* palucios Account # ****** this should all be under the same account

  

  Business response

  04/08/2022

  ***************************, SVP of Outreach and Advocacy was able to reach the member and better understand the situation.  The check was stale dated and has been reissued to the member.   We are happy we were able to resolve the concern.  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a new car in September and the new monthly payment was arranged to be an automatic deduction monthly. It was confirmed that the payments were set up and then I found out that the payments did not go through. I resubmitted paperwork and spoke to several people who assured me the issue was taken care of and my credit report would not be impacted. Details upon request. Bottom line. I paid all my required payments and worked to correct a technical issue on the credit unions side. Only to find out my credit was impacted and nothing of what they assured me was true. Absolutely the worst experience I have ever had. I havent missed any kind of payment to anything and now Im 3 months into this loan and I cant refinance out of this service without significant rate hikes. Not to mention any other rate related thing I may be considering. I always pay me ****. This is their fault.

  

  Business response

  02/16/2022

  This is not our member. This is for the Metro Credit Union in **. 

  Customer response

  02/16/2022

  The business address requested is as follows:

   

  200 ********************
  chelsea **

  02150

   

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

  

  Business response

  02/22/2022

  We apologize for the member's experience in establishing automatic payment and trying to resolve the matter at hand.  Member satisfaction is our greatest priority and it is always disappointing when we do not excel in this area.   Two payments were returned for an incorrect account number which has now been fixed.   Additionally, a correction was sent to the credit bureau to ensure the member's credit was not impacted.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to know if they have the right to restrict the use of my money that I have in my bank. Every time I do a purchase I can't use my card or they decided to limited my purchases. I have call many times, they said they fixed the problem and they continue put restrictions in my money. I have passed many embarrassing moments having money in my account

  

  Business response

  02/03/2022

  We appreciate the member sharing her concern and in response a representative from Metro's card department has contacted the member to discuss her specific situation which is resolved.   The member has been provided contact information if other future card concerns arise.   

*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. ↩