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Complaint Details
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Initial Complaint
12/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been a member of Mazuma Credit Union for over 25 years. However, the quality of service provided by Mazuma is going down hill. My complaint is in regard to a loan that I applied for and the loan customer service representative did not contact me back and when I reached out to Mazuma they stated that, the loan department was in a meeting the entire day and there was no team member or manager available to help me complete my loan transaction. This is the third time this has happened to me recently at Mazuma. The customer rep that answers the phones instructed me to go into a Mazuma branch to finish the paperwork for the loans. I drove to 2 Mazuma branches with no resolution of the completion of my loan which was a waste of gas and my time. I drove out to the corporate office and waited for the loan customer service representative to complete my paperwork however after waiting hours the loan was still not finalized and they said it could take up until the end of the day for the loan process to be complete and the representative would reach out to me same day. The representative never reached out so I sent her an email and she let me know that she would call me to finalize the loan process on 09Dec2022 and I never received a call. Because of this delay I have received late charges to my account that I am asking to be removed from my account due to this error. The last time I contact management about this issue they agreed and refunded my late fees but this shouldn't continue to happen at Mazuma Credit Union. I would like to have a manager reach out to me to discuss these reoccurring issues as it is a inconvenience to the customer. Also, when I reached out for a manager the contact information that I was given was completely wrong and the manager of the loan department never contacted me.
Business response
12/12/2022
Thank you for sharing this concern from our Member ***** *******.
*** ******* applied for a loan on December 8, 2022. Her loan was preapproved pending document verification. *** ******* provided her documentation to us on late on December 8, 2022. Our e-Sales Team was in communication with *** ******* on Friday December 9, 2022, letting her know her documents were received and were being reviewed.
Our e-Sales Leader reached to *** ******* the morning of December 12, 2022, discussing some additional steps that she needed to complete in order for Mazuma to finish her loan request. *** ******* was able to complete those steps and the loan was funded on the afternoon of December 12, 2022. *** ******* expressed to our e-Sales Leader that she was pleased and grateful for the loan.
We know that getting a loan can be a stressful experience. Mazuma strives to complete each loan in a timely manner, while also doing our due diligence to protect the assets of our Mazuma Members. We apologize for any delays *** ******* experienced in her loan process but feel this matter has been closed as the loan has been booked and funded to *** ******* account within the expected approval timeframe.
Should additional information be needed to close out this complaint please let us know.
Thank you
Customer response
12/14/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *******Initial Complaint
10/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My husband and I filed a dispute against ****** ******* due to their website having a glitch and the order we placed never going through. I filed this dispute on 10/3. According to ****** a "manager", a letter was sent to us on 10/4 denying the dispute. I have been in constant contact with ****** ******* corporate AND the franchise owner. They said the order has never been placed and that they didn't get my money, yet I was charged. I have spent days trying to rectify this with your inept customer service team. I want my dispute settled. I have provided documentation. You should not be holding my money hostage.Business response
10/24/2022
Thank you for sharing this concern from our Member, ******* ****.
We had ****** ******, the Director of Operations, reach out to ******* **** on Friday October 21, 2022, after Ms. **** left a review on social media concerning this situation.
The $50 transaction was refunded to Ms. ****** account as of Friday October 21st. We recognize there were inconsistency in the information that Ms. **** was provided during her conversations with various team members. These issues will be addressed internally with training and coaching.
We also understand and acknowledge that the process for filing a dispute can be cumbersome. Due to the complexity of this process Mazuma just recently rolled out a new platform for the team to use to file disputes on behalf of our members. This new system, which streamlines the dispute process, was implemented after Ms. ****** original filing of her dispute. We hope this new platform will help to reduce the pain points in this process for our members.
We apologize for the unfortunate service issues Ms. **** experienced with Mazuma.
Should you need any additional information please let us know.
Thank youInitial Complaint
10/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Mazuma is an awful credit union their employees have no customer service skills and I'm always having a problem with receiving the money from ATM withdrawals not working to bad service on the ATMs or bad service with employees More than twice they have withheld money from me because of their mishapsBusiness response
10/13/2022
****** ******** ****** *** ********
Date Filed: 10/6/2022
Thank you for sharing this concern from Ms. *****.
Ms. ***** attempted an ATM withdrawal in the amount of $470 from our ATM at **** * ***** ** ** ******** ***** ****** on October 6, 2022, at 9:58 am. Ms. ***** filed a dispute with Mazuma Credit Union the same day indicating she had not received the cash. Mazuma Credit Union provided her with provisional credit of $470 on October 6, 2022, at 2:02pm.Our Cards Department sent Ms. ***** communication indicating provisional credit was provided on her account.
I also show Ms. ***** filed a dispute concerning a deposit of $10 made at our ATM at **** **** ******* ** ****** ***** ********. A credit of $10 was applied to Ms. *****'s account on June 27, 2022.
Our Cards Department sent Ms. ***** communication indicating the $10 provisional credit was provided on her account.
We apologize for the issues Ms. ***** has had with our ATM machines. We do all we can to ensure these machines are operational. These are very high-volume machines and they do occasionally malfunction, however we do ensure we follow Regulation E and when required we provide provisional credit within the required time-line.
Should you need any additional information please let us know.
Thank you
Initial Complaint
08/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a car from someone that had a loan with you on it. i’ve tried multiple times to get the lien release from them but no luck. I contacted the local office and they also told me they can’t give me any information. all I need to register my car is that release to show they don’t owe money. not sure why other banks gave me the information I needed and to guys can’t.Business response
08/23/2022
Thank you for sharing your concern with Mazuma Credit Union. While we wish we had the ability to assist you with this matter we are not able to provide a lien release to anyone but the individual who had the loan on the vehicle with Mazuma Credit Union. The loan was paid off on the vehicle on 8/5/2022 and the lien release was provided to our Member on 8/12/2022. We reached out to our Member, on your behalf, on 8/19/2022 and again on 8/22/2022 and requested that you be provided with the lien release. If the seller does not provide you with the lien release your only course of action may be to hire a lawyer to help you rectify the issue.Initial Complaint
04/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello, I've been having a open dispute with ***** or ***** since January. 3 almost 4 months have went by and, I haven't even had a update. I called Mazuma about a month ago for status update. I was told there hasn't been a update. I asked when can I expect my dispute to be resolved. I was told to email **** which I did however, **** has failed to respond.Business response
04/22/2022
Better Business Bureau
ID: ********
Date Filed: 4/20/2022
Thank you for sharing this concern from Ms. ********. Ms. ******** filed a dispute with Mazuma Credit Union for a transaction from ************ for $750 in January 2022. She was informed at that time that service issues are best handled directly with the merchant, however if she was not getting any satisfaction from the merchant, we could attempt to rectify the issue through the **** dispute process. Ms. ******** was also told at that time this process could take more than 90 days to complete due to the timeframes provided the merchants to respond to disputes.
The file date of the dispute was January 27, 2022. When Ms. ******** called March 7, 2022, we did not have any updates from **** on her dispute.
The merchant replied to the dispute on April 11, 2022, indicating they are refuting the chargeback of this transaction. Ms. ******** should have received an email from Cardholder Services with next steps. She would need to respond to the request in the email in a timely manner. Failure to respond could result in denial of the dispute.
Our Cards Department reached out to Ms. ******** on April 22, 2022, to let her know where we are in the process and to make sure she is aware that she needs to respond to any communication from Cardholder Services.The dispute is still ongoing. Ms. ******** will be contacted whenever we have updates from **** on the issue.
Initial Complaint
01/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Good afternoon, I would like to file a complaint with my credit union. I have a issue with their dispute process because I had two disputes and The response was the same “ File a police Report” I had a issue with my moving company and found out after the fact they are apart of a scam. So I was advise to file a dispute. Here is some information about that company that was sent from my attorney. https://cbs12.com/news/cbs12-news-i-team/cbs12-news-investigates-same-movers-new-name https://6abc.com/cross-country-movers-problem-moving-company-best/5662253/ Mazuma told me to file a Police Report which was pointless because the Police wouldn’t handle this issue this I did attach a copy of the research that was done on this fraud moving company. SO moving forward from that dispute. I had a dispute for ebook or print. I didn’t receive the services I paid for and ironically MAZUMA response is again file a police report. Who is handling these disputes??? Or the lack of because their response has been the same for two different issues. I have a issue with the lack of customer service I had with my disputes.Business response
01/26/2022
Thank you for sharing this concern. The transaction referenced in the complaint concerning the moving company was a check written to ****** ****** ****** ********. Our Cards Department stated they did receive a dispute for this transaction, however, since this was a check written by the Member not a debit card transaction there are no disputes rights through ****, which is why the dispute was denied. Unless the check is proven fraudulent or had been reported as stolen with an accompanying police report Mazuma is not able to credit Ms. ********** account for this check she wrote.
The dispute filed for ebookorprint was received by Mazuma Credit Union on January 6, 2022. Our Cards Department is actively working through the January disputes but currently have a backlog that may require additional time before this dispute is processed through ****. On January 24th Mazuma informed Ms. ******** in error that the dispute for $750 was denied.
We reached out to Ms. ******** on January 26th about both situations. We recommended that she may want to seek legal advice concerning the check she wrote to United States Moving. We also apologized for providing misinformation concerning the dispute to ebooksorprint. We also let her know that it is highly likely **** may deny the dispute, since it is service related. We recommended that in this situation working directly with the merchant may be the best way to resolve the service issue.
Ms. ******** appreciated the follow-up.Initial Complaint
12/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On December 14, 2021 my credit score was 770. On December 15, 2021 my credit score dropped to 665. Every month since August 14, 2021 until now, December 16, 2021 Mazuma Credit Union has either reported my payment as 30 days late or my ******* report shows a change of "Account Removed From Report" Each time this happens it drastically drops my credit score. The latest occurrence has dropped my score by 105 points. Each time I report it to Mazuma, it takes over 2-3 weeks to correct then to only be impacted again the next month with the same issue. I have exhausted all options to resolve this. It is destroying my credit and ability to purchase a home at the best possible rate. I am requesting my credit report to be corrected faster than previous times, to add data for the months of September and November to my report as it shows "No Data", and for Mazuma Credit Union to offer a reasonable compensation and resolution to this that will prevent it from ever happening again.Business response
12/23/2021
*** ****, our Recover Leader, reached out and talked to Mr. ******. He noted that Mr. ****** had submitted multiple disputes with Mazuma and had contacted us to resolve his concerns several times. *** indicated that Mazuma has submitted adjustments to ensure that Mr. ******'s information is reporting accurately and that no delinquency is reflecting. *** indicated that if Mr. ******'s disputes were sent through e-oscar prior to our correction the answer may not reflect a delinquency and any new information that we sent in between when he created the dispute and when we answered it may be voided. *** and Mr. ****** discussed a plan to resolve his concern and ensure Mazuma's reporting is correct. Mr. ****** seemed satisfied with the plan and did not identify additional needs. Mazuma has submitted adjustments through the bureaus and *** will follow up to confirm they are updated correctly.
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Customer Complaints Summary
20 total complaints in the last 3 years.
6 complaints closed in the last 12 months.