ComplaintsforMazuma Credit Union

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mazuma gave this alleged account to *** collect. The information reporting on the account is inaccurate. This debt is not even mine. I never resided at the address on this account nor have I had an account. I’ve asked for proof with my WET signature.

  

  Business response

  10/18/2024

  Thank you for sharing this concern from our Member.
  

  We have reached out to our Member to address her concerns; however, she has not returned any of the messages left at the number provided.

  Our records indicate the account in question was opened online and account activity, such as direct deposits, and cash app transactions indicates this account was being used by the Member. 

  Since the account was opened online all disclosures were agreed to electronically and an electronic signature was captured.  The email address used for this activity is the same email indicated in this complaint.

   

   

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mazuma Credit Union repossessed my car without any notification. As the lien holder, residing in the state of Kansas, they did not send me the required notification through the USPS letting me know I had 10 days to cure my default. Now that it’s summer I’m able to work two jobs to get the money together to get caught up. But now I’m going to have problems getting to my teaching job. want the opportunity to get caught up. I tried calling the collections person numerous times, I even set up times to call her, and she never once answered my phone call. I left her messages, I tried to make arrangements when I got behind but this company did not answer their phones. I want my car returned to me immediately and I want the opportunity to set up a payment schedule.

  

  Business response

  06/24/2024

  Thank you for bringing this matter to our attention.

  Our records indicate we have worked with our member on multiple occasions concerning her loan.  We are confident that we have complied with all applicable laws and sent all required notifications to our member.

  Our member reached out to us on June 21, 2024, through email.  We responded to her email and included copies of the letters she referenced, as well as other required documentation. 

  We will continue to provide assistance where we can through this process.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mazuma violated the Fair credit reporting act by reporting improper information to the credit bureau and when given proof of payment, they disregarded and said it’s already been filed ans they can’t help

  

  Business response

  04/08/2024

  Better Business Bureau
  ID: ********
  Date Filed: 3/5/2024.
  
  April 8, 2024

  Thank you for sharing this concern from our Member, *********** **********. 

  Our records indicate that *** ************ loan was reported to the credit bureaus on March 1, 2024, for being 30-days delinquent.  *** ****, our Director of Recovery, spoke to *** ********** on March 5, 2024, about this report and agreed to submit an adjustment to the credit bureaus, since there appeared to have been a communication issue concerning the dollar amount of his payment due to the addition of credit union placed insurance. 
  

  This adjustment was submitted on March 5, 2024, to all three credit bureaus and normally takes 5 business days to complete.  Please let us know if there are any additional concerns.
  

  Sincerely,
  

  ***** *******
  VP Retail Delivery
  Mazuma Credit Union
  ************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 13, 2023 at 3:38 am, I stopped by this ATM at the Mazuma Credit Union drivethru (MIDTOWN location. **** **** ******y, Kansas City, MO 64130, Phone: ************, ATM #*******) to withdraw $400 in cash on my ****** debit card. The machine gave me a receipt and my card, but did not dispense any cash. On the receipt, it clearly states "Transaction Denied", but I received an immediate notification from ****** that the money had been debited from my account. I reported this immediately to ****** and they opened up an investigation. I also called Mazuma Credit Union to report the malfunction, but was told that since I'm not a member of their bank, there wasn't anything they could or would do for me. They suggested I contact ******, which I already did. Days later, ****** made a temporary $400 deposit, pending their investigation. Yesterday, I received an email from ****** telling me that Mazuma had logs of this failed transaction and they were satisfied with the verbal guarantee that the money was actually dispensed and the case is closed. I requested that the case be re-opened and that Mazuma needs to provide an ATM log AND video of the transaction, because I'm now out $400 from the ATM malfunction AND paying another $400 out of pocket for the malfunction. ****** re-opened the case, but closed it this morning, stating they were satisfied with the proof Mazuma provided, although I have seen no proof at all and I have this little ATM receipt saying "Transaction Denied" and my ****** log of the same transaction. This morning, I went to the Mazuma location and asked to speak with a manager. Not only was I denied access to a manager, but they also declined to produce or provide ATM logs or ATM video of this transaction. Please help!

  

  Business response

  09/27/2023

  Better Business Bureau
  ID: *******
  Date Filed: September 15, 2023
  
  September 27, 2023

  Thank you for sharing this concern from *** ********

  I spoke to *** ******* on September 18, 2023, after reaching out to our ATM department concerning his dispute.  We have a third party who manages our ATMs, so we reached out to them to look at *** ********* transaction.  After additional research they determined that *** ********* transaction was declined, and the machine balanced over.  They processed a refund back to the processor of the card that *** ******* used for the transaction.  This was processed on September 26, 2023. 

  I contacted *** ******* again on September 26, 2023, to let him know to reach back out to his card issuer to see about getting the credit that was returned. 

  This issue should be resolved.

  Please let me know if there are any other issues with this transaction.

  Sincerely,

  ***** *******
  VP of Retail Delivery
  Mazuma Credit Union

  

  Business response

  10/17/2023

  I have been in contact with ******* since the original complaint was filed.  Our ATM processor, ******* ***** issued a credit back to the issuing bank on September 25, 2023, for $400.  ******* said the card was issued by ****** through ******* ****, so ******* **** will be the entity that will receive the credit.  Once ******* **** receives the credit, they should process the credit back to Phillip's card with ******.

  I have attached a file that shows the transaction in question.  It shows the machine had a hardware error and also shows the transaction being rejected.  This information may help ******* with settling this with ****** and ******* ****.

  I talked to ******* on October 12, 2023.  He indicated he still had not received the credit.  I reached back out to ******* ***** and was told that it can take up to 30 days for a credit to show on the card issuers side.  I informed ******* of this timeline on October 13, 2023.  While speaking with Phillip, I set a follow-up call reminder for October 27, 2023, to check with him to see if the issue has been resolved, since this will put us past the 30 days since the credit was issued. 

  ******* indicated in his follow-up to the BBB that he was happy with Mazuma's response, and his outstanding issue is with ******.   He may need to open a BBB case directed at either ****** or Bancorp if he continues to have issues receiving the credit.

  I will continue to work with ******* until there is a resolution to the issue.  

  Please let me know if there are any other issues with this transaction.

  Customer response

  10/22/2023

  To Whom It May Concern-

  This is just an update on this complaint. I am still waiting for ****** to respond with any updates, as well as the financial institutions involved from ******'s side of things. I have also filed a complaint with the **** (COMPLAINT ID: 231004-12171076, SUBMITTED ON 10/04/2023), to which ****** has responded that they have opened another investigation in this matter. ****** refused to provide mewith the evidence, cited by them to provide sufficient evidence to deny my case, given to them by Mazuma by verbal request, but advised me to mail the request to them, which I did via certified mail, but they have yet to sign for that letter OR provide the evidence to me. 

  As for Mazuma, the only person who even tried to help me with this situation is Ms. Solomon, who has been very helpful.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mazuma has had trouble repeatedly with handling ACH deposit and withdrawal. I have been charged well over $400 in fees related to this issue over the past 2 years. Mazuma sees an ACH deposit come but still overdraft charge me. In the week of 8-21 I had enough deposits to cover ach Disbursements. Then Mazuma cherry picks the highest dollar amount to process and then punished on the 2 or three small ones. I have since diverted my Payroll direct deposit and wish nothing more to do with Mazuma. Mazuma is now predatory. You can close my account Immediately. I have been cheated for the last time. I would call but no one answers. As you can see from the attachment I had 216 going out and 220 coming in same dates as these deposits/withdrawal. Lost $56 due to this then closed the account with permanence.

  

  Business response

  08/28/2023

  Mazuma Credit Union follows applicable rules and regulations when handling any ACH Debit or Credit transactions. The Credit Union processes ACH files multiple times a day and during this process Credit postings are processed before Debit postings.
  Our member has incurred fees due to non-sufficient funds in his account when withdrawal transactions were presented.
  The Credit Union has worked with this member in the past and refunded fees as a courtesy (totaling $168 in the last 12 months) when the member contacted us, while also each time educating him on how to keep his account positive and to ensure funds are available when transactions are presented for payment.
  Additionally, the Credit Union references payment types, payment order of items and ACH and Wire Transfer information in our Terms and Conditions that are provided at account opening and are available online at ********** anytime.
  
  Mazuma Credit Union has a variety of contact options available for our members (Member Care Center, Branches, Online) where we are available to discuss account questions. Our Member Care Center has a call back feature in place, so members do not have to wait on hold during high volume call times (call backs are received before close of business daily).
  Per the member’s request we will close out the relationship and mail a check with the remaining account balance to the address on file.
  

  Customer response

  08/29/2023

  [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: ********
  
  I am rejecting this response because: It was said that the last time that I was charged fees in the same fashion. The week of 7-20-2023. There were enough deposit to cover the withdrawals, but still was charged multiple fees. I pulled my Payroll direct deposit because If Mazuma can not understand ACH the inference here would be that my Payday would be actually a day late (even though it is deposited).  Mazuma would still charge me a bunch of fees even though I had Payroll ACH, again demonstrating that Mazuma with holds the paycheck. The Phone system did not have a callback feature for a 2 years after I opened the account.  And to this day ANY time of day is apparently High call volume beginning from business open to business close. It is never less than 35 minutes on a very slow week, though mainly it is about 50 minutes to about 1.5 hours. In the 5 yrs of account this has not improved as you can see by the multiple google reviews relating to it.  Other than that I am satisfied with the business response. Closing the Account.
  
  Regards,
  
  ****** ******

  

  Business response

  08/30/2023

  Thank you for sharing these additional concerns from our member.

  After investigating the issue further and reviewing deposit and withdrawal history in detail for the week of 7-24-2023 as well as 8/21/2023 as mentioned by our member in his complaint, we have found the following information: 

  On Monday 7/24/2023 our member had $3.44 available in his account. Mazuma received an ACH Debit request for $74.99 in our first ACH file of the day for our member’s account. It was posted at that time, brought the account negative and a $28 fee was automatically assessed by the system for non-sufficient funds.
  On Tuesday 7/25/2023 the account had no activity.
  On Wednesday 7/26/2023 we received an ACH Debit request for $15.00 in our first ACH file of the day for our member’s account. It was posted at that time, brought the account further in the negative and a $28 fee was automatically assessed by the system for non-sufficient funds. We received an ACH Credit request for $125 for our member’s account in our afternoon ACH file which was posted at that time.
  On Thursday 7/27/2023 we received an ACH Credit request for $465.42 in our morning file for our member’s account, and it was posted at that time.
  
  On Monday 8/21/2023 our member had $158.07 available in his account.
  On Tuesday 8/22/2023 we received an ACH Debit request for $99.75 in our first ACH file of the day for our member’s account. It was posted and brought the available balance to $58.32. The Member then had a bill payment withdrawal for $104.40 post to the account in the morning as well which brought the account negative, and a $28 fee was automatically assessed for non-sufficient funds. We received an ACH Credit request for $80 in our afternoon ACH file which was posted at that time and brought the account positive to $5.92.
  The member then had a recurring Debit Card withdrawal for $12.06 process which brought the account negative again and a $28 non-sufficient funds fee was automatically assessed.
  On Wednesday 8/23/2023 the Member had a bill payment withdrawal for $5.43 process on his account which brought the account further in the negative and a $28 fee was automatically assessed.
  On Friday 8/25/2023 we received an ACH Debit request for $15.00 in our first file of the day. It was processed and a $28 non-sufficient funds fee was automatically assessed by the system.

  As mentioned in the previous response, Mazuma receives ACH files multiple times each day, they are processed when they are received and each time Credit transactions are processed before Debit transactions. Mazuma cannot control at what times files are sent by third parties but processes files as soon as they are received.
  Mazuma has refunded $168 in fees for our member. Our Member Care Center Leader discussed how automatic payments can affect his account during a call with our member on 4/4/2023. He received direct contact information for our Member Care Center Leader in May and for the Director of Operations in March of this year both of which are happy to address any Member concerns as they arise.
  We are sorry that our member feels that our service has not met his expectations and understand that at times getting through to our Member Care Center can be difficult due to the volume of calls. This was one of the reasons Mazuma introduced the call back feature in August of 2022. Additionally, our members have the option of visiting one of our branches or to contact us via online banking.
  We have closed our member’s account as previously requested and hope that this response addresses our member’s concerns sufficiently.

  Sincerely,
  ****** ******
  Director of Operations
  Mazuma Credit Union

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Muzuma added a 315 dollar insurance policy to our auto loan for a vehicle that was totaled January 11th 2023. I continued paying on the loan even though I had full coverage insurance on the vehicle at the time of the accident. I quit paying in April when I saw the bogus charges. They keep going back and forth with my insurance company and it is ridiculous. If my insurance company takes the 315 out of my settlement and gives it to Muzuma they should be prosecuted for theft. It's bad enough that they ruined my credit report. Now they are trying to steal my money too!

  

  Business response

  06/27/2023

  June 27, 2023

  Thank you for sharing this concern from ****** *****, co-borrower on the 2015 Hyundai Elantra.

  After investigating the issue Mr. ***** mentioned in his complaint, we have found the following information. 

  Mazuma was notified of total loss of the vehicle, however payment from the primary insurance company was delayed due to issues with the vehicle’s title. 
  We inquired on the status of the loan payoff In March.  The insurance company, ********* ********* *******, said they still could not payout the claim on the vehicle since it had not been properly titled by the borrower.

  At the time of the loan the borrowers sign Mazuma’s Requirement to Provide Physical Damage Insurance document that states we will purchase insurance on the vehicle if the borrower dos not provide us with evidence of insurance coverage on the vehicle.  Since the borrower’s insurance lapsed while waiting to find out the claim status on the vehicle, CPI insurance (forced placed insurance) was added to the vehicle on March 31, 2023.  This insurance was not placed on the loan until the borrower had been notified that proof of insurance coverage was needed.

  ********* ********* ******* reached out in April to inquire about the forced placed insurance.  We informed them at that time that we could not remove the forced placed insurance coverage until we received final payoff of the loan or until they reinstated their coverage of the vehicle.

  Mazuma began the process of requesting a repo title on the vehicle in April.  At that time, we found out there was another lien holder listed on the title.  We contacted the seller of the vehicle to get the lien release from the other lender so we could proceed with getting a repo title.  Mazuma received lien release and ordered the repo title on May 8, 2023.  The repo title was received on June 9, 2023.  Mazuma sent a copy or the repo title to ********* ********* ******* that day, so they could process final payout on the totaled vehicle.

  Mazuma received the payoff on the vehicle on 6/21/2023 and notified our insurance provider of the total loss designation on the vehicle and date of loss.  A full refund of the $315 should be processed back to the account within 10-business days.

  I tried to reach Mr. ***** at the number provided but was not able to leave a message since the voicemail box is not set up.  Mr. ***** will be able to withdraw the funds from his savings account at Mazuma as soon as the refund is received.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a checking and savings account with Mazuma for over a year. Unfortunately, I had face hard times and my account was in the negative $448.31. After a 30 days my account had closed and was sent to the collection agency TekCollect. Once I received a letter in mail and after making contact, payment arrangements were made. My payments were made by debit or credit card each time. Mazuma has received each payment except the last one for $109.65. For the past month, I spoken with both companies and they point the finger at one another and mention they'll look into it. I never receive a call back with a update that they promised. I have proof of my payments and the issue needs to be resolve immediately. This issue will hurt my possibility of opening new accounts with other banks. Both parties needs to communicate with one another for a resolution, I've done my part.

  

  Business response

  05/15/2023

  Thank you for sharing this concern from our Member* ******** ******

  After reviewing the attachments Ms. ***** sent with her complaint Mazuma’s Director of Loan Servicing reached out to our Tek Collect representative.  Tek Collect verified that they had received a payment from Ms. ***** in the amount of $109.65 and imported the file to Mazuma on 4/2/2023, however Mazuma was not showing a credit from Tek Collect for Ms. ****** account for this amount.
  

  Tek Collect noticed the discrepancy as well and will work with their IT and accounting department to find the issue and make a correction to our account.  Since we have confirmation payment was made Mazuma has made a payment to Ms. *****’ account, which now shows a zero balance.
  

  Mazuma will verify that this charge-off account shows as paid on Ms. *****’ credit report as well.
  

  We have spoken to Ms. ***** and let her know the outcome of the investigation.

  We apologize to Ms. ***** for the delay in receiving this credit and for Team Members not escalating this issue when Ms. ***** called in to discuss the transaction.
  

  Please let us know there are additional questions or concerns.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've had a credit card with this company for 7 years. I had a difficult time and went 45 days past due and they closed the card permanently. Industry standard for permanent closure is 6 months past due. I find it absolutely ridiculous that a bank would do this to someone having a hard time once in 7 years. Place a restraint until it's caught up I would understand, but complete closure for 45 days past due? This is ridiculous!

  

  Business response

  04/05/2023

  Mazuma USA is an accounting firm that does bookkeeping and tax for small businesses. We do not provide credit card or banking services. I believe this complaint was meant for Mazuma Credit Union. 

  

  Business response

  04/07/2023

  April 7, 2023

  Thank you for sharing this concern from our Member *********** *****.

  Prior to receiving this complaint our Recovery Department reached out to Mr. ***** due to some social media comments that were posted by Mr. *****.

  Mr* ****’s credit limit was removed in December 2022 due past due payments.  Mr. ***** received notification on November 26, 2022, that his VISA privileges would be removed on December 6, 2022, if payment was not made on his account and he was also sent notification on December 7,2022 when the credit limit was removed from his VISA. The account was brought current on December 9, 2022, after the credit limit was removed.

  After speaking with our Recovery Department on April 6, 2023, Mazuma and Mr. ***** were able to come to an agreement and reinstated his credit after gaining a better understanding from Mr. ***** as to the reasons for his account delinquencies.  We stressed to Mr. ***** the importance of open communication when experiencing hardship as we have multiple ways of helping in difficult times.

  I have confirmed that the credit limit has been reinstated and believe this issue to be resolved.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mazuma cashed a check for one of my auto loan payments. I use ***** and the money was never returned to my account. First they declined to mention they cashed the check. I know you can not cash a check then return it. My money is gone and i want it back. It still says muzuma has the money.

  

  Business response

  03/28/2023

  I contacted *** ***** to ask additional details about the check in question.  *** ***** indicated she had not filed a complaint with the BBB.  When I asked her additional questions about her ***** payments, she mention she did have one check that was sent to Mazuma that she had questions about but was not sure of the date and said it was a while ago. I asked *** ***** to research the transaction in question, so I can look into the matter for her from our end.  I provided her with my direct contact information so she can contact me once she has the information. I will research the transaction and assist *** ***** with rectifying the situation once she provides me with additional information concerning the transaction.

  Sincerely,

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

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Mazuma Credit Union and their “customer service” is a complete joke. I have tried to contact them multiple times during the life of my current auto loan, and usually get hung up on, after waiting for sometimes an hour or more, most recently I needed to contact them to let them know that the vehicle, that they were the lender on, was in an accident and most likely was going to be totaled. Customer service basically told me, okay, well that’s not our problem your insurance company will contact us, and then hung up. NOW almost 2 months after that phone call, they are now emailing me, telling me I never submitted documents to them, and stating they need them immediately, this was only AFTER they were contacted by my GAP insurance company. They are impossible to contact when you need help, but if you are even 1 minute late, they will do ANYTHING to contact you whether that be call you upwards of 4 times a day and email repeatedly and being extremely aggressive and threatening, sometimes even AFTER you’ve made the payment. I will NEVER get a loan thru mazuma again, they are one of the WORST credit unions, they aren’t out to help their members, just hurt them in the long run. I just want my account, that they make you open when you get a loan thru them, closed, the money I put in there back, and NEVER contacted again.

  

  Business response

  03/03/2023

  Thank you for sharing this concern from our Member ********* ***. After investigating the issue *** *** mention in her complaint, we have found the following information. 

  *** *** did call to report the accident and possible total loss on the vehicle.  She was informed we would have to wait for the notification from the insurance company for the claim and the proposed settlement amount. Mazuma was notified by ***** of the loss of *** ***’s vehicle on 1-12-2023.  Once this notification was received Mazuma sent a Letter of Guarantee to the insurance company to let them know we would release the lien once we received the settlement check. This was completed on 1-12-2023. The next step in the process is for the insurance company to mail a settlement check to Mazuma as the lien holder.  Until a settlement check is received Mazuma is unable to proceed with any additional action on the loan. Mazuma received a notice from *** ******** Insured Automotive Services (GAP Insurance Company) on February 28, 2023.  This notice shows it was also sent to *** *** indicating it had been 45 days since a claim was filed and listed documentation that was needed to complete the GAP claim.  This information was not requested by Mazuma. After receiving this complaint on February 28, 2023, Mazuma reached out to *****, to inquire on the claim status.  The representative at ***** indicated their process for completing the claim was delayed due to not receiving a copy of the title from *** ***.  The state of Missouri shows the title for *** ***’s vehicle was not issued until January 31, 2023.  ***** told us they received the title on February 24, 2023. Upon receipt of the title ***** processed the settlement check.  ***** told us we should expect to receive the check within 7-10 business days.  Once the settlement check has been received by Mazuma and applied to the loan then the GAP claim can be initiated. Mazuma can send documentation to *** ******** Insured Automotive Services once the settlement check has been processed, however there may still be additional information they will need form *** ***.  Mazuma has tried several times over the last month to reach *** *** by phone. 

  Messages were left on the following days:
  February 4, 2023
  February 10, 2023
  February 23, 2023
  February 24, 2023
  March 1, 2023
  

  *** *** has not returned any of our calls.  We have sent emails that *** *** has not responded to and have had mail returned from the post office due to a bad address.  
  

  We are sorry that *** *** feels our service has not met her expectations.  We understand at times getting through to our call center can be difficult due to the volumes of calls, however we do have a call back feature.  *** *** has also been provided direct extensions to reach a Team Member in the messages that were left.  We are dedicated to continuing to assist her through the process with her vehicle.

  Customer response

  03/04/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is whatever at this point. I’ve attempted to change my address with them multiple times since I moved in August of 2022 and they can’t seem to get it right. But whatever at this point. I won’t be back with Mazuma. 
  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. ↩