Experienced bad customer service from this branch and they did not follow through on their promise to assist me.
I am writing to express my extreme displeasure with Lake Michigan Credit Union today. On Saturday March 28th, I deposited a refund check from the college that I am attending that totaled around $9900. I went through the drive through on the Leonard St location here in Grand Rapids. The teller that served me was extremely rude and nasty. Upon receiving the check, she nastily stated that she was putting a hold on the check and I could not have my funds. When I asked why she said harshly "It's policy, and it will be April 6th before you can access this." When I asked why this would be she said that there was a five day hold. I then pointed out to her that this was not five days, and she snapped back, " I said FIVE BUSINESS DAYS." Well, no she didn't, but that is not the case. At this point I was already angry at having my funds held as well as her mistreatment.
Upon leaving the branch, I immediately called the call center. I spoke with a couple of different females, none of whom I was able to get the names of unfortunately. One finally called me back around 1 PM. She stated that she had attempted to call Nevada, where the bank was, in order to get the check cleared, but that they were closed. She assured me that she would call again on Monday morning, see if they could get the check cleared and she would call me back. She never did.
I then called the customer service hotline this morning and they basically also refused to help me. They kept telling me that I would need to talk to "*******" at the branch who ran the check through, and I politely stated that I did not want her helping me any further because of how rude she was. They then said they would need to get the branch manager, at which time I waited on hold for quite some time.
I have been a member of LMCU for nearly 10 years now. This is unacceptable to me. I wish to see a copy of the written policy that checks over $5000 are to have a hold placed on them, and I want an explanation as to why I can't get good customer service. I have funneled thousands and thousands of dollars through this credit union through the years, and quite frankly, I am ready to leave after the treatment that I have received this week. Also, if your employees have no intentions of following through on the promises that they make to customers, they really should not be making them at all. That is extremely unprofessional. You state that your members are number 1 and that you are committed to excellent customer service. I say that your actions speak louder than your words.
I look forward to getting this resolved and to having my funds released immediately.
I wish for them to follow up, clear my check, and immediately release my funds. I also want a copy of their policy, in writing, about placing holds on checks.
The check hold was placed on hold in accordance with the Reg CC guidelines. Upon confirming the check with the issuer, the funds were released. Ms. ****** was notified via email per her request. Below is the correspondence.
Hello Ms. ******,
The check from the University was confirmed this noon and we have removed the hold from the check. Funds are now available for you.
We apologize for the inconvenience you experienced. On Monday morning, I learned of the situation that took place on Saturday . When speaking with ****** (the supervisor in charge on Saturday), she informed me that as the Nevada bank was closed Saturday, she would talk to them on Monday. At that point, it was ******'s understanding that unless the bank would verify the check, the hold would need to stay on and that she would contact you if we could release the hold. We now see there was a miscommunication on our part and that you understood you would be contacted Monday morning either way (whether the check would be released or it if would stay on hold).
We have check hold policies in place to protect the member and the credit union. If we had been able to contact the bank on Saturday to determine its validity, we would not have had to place a hold. We have had many members that have been the victims of fraud, and have experienced a loss when the check comes back as invalid.
Please understand in no way were we trying to inconvenience you. Your membership is important to us and due to the increase of fraud in today's world, we have to be especially vigilant on accepting paper checks. We have had many instances where our best members with direct deposit and a long term relationship with us, were unaware the check they were issued was not a valid one. Our goal is to protect you and the credit union from taking a loss.
Regarding how you were treated, we are surprised and disappointed over the interaction you had with *******. ******* is very direct; it would be out of character for her to express a "rude or nasty" demeanor as you have described. We have discussed with all staff that our choice of words need to be positive, helpful and polite, and to offer members a solution when we are unable to give them their funds immediately.
We did contact you by phone twice to explain that we would be able to release a portion of the funds and that we would strive to contact the University and the bank. You indicated you did not wish to talk to anyone, but to email instead.
We hope you understand a little more about the care we need to take to protect your money and the credit union's.
If you have any questions, feel free to contact me directly at the phone number/email below.
Branch Manager / Leonard Branch - Fuller Drive Thru
P: ************ F: ************ ****************************
PO Box 2848, Grand Rapids, MI 49501-2848
NMLS ID# 784212