Complaints
This profile includes complaints for LMCU's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an insurance policy through the insurance department with Lmcu since 2008. I left a message last week because I still havent received my bill which is due tomorrow July 27. I called Monday, Tuesday, and today, because I was supposed to get a call back about this and have never received one. Today they told me the manager was on vacation, but my policy is due tomorrow. I just want to pay the bill so my policy doesnt lapse as Ive been paying on it since 2008. The agents were rude, but I probably deserved some of it cause its been frustrating with the run around. The ********* I talked to *********************** was definitely rude, but she at least gave me the number to call to pay my policy. That could have been done on the first call instead of the run around. ************************ was a lady I talked to also and didnt want to give me her full name until I demanded it. Also left ********************************* message, but never received a call. Ive always like Lmcu, but today Im not so sure. *** used them for my businesses and my mortgage and my personal stuff. Not sure why they havent resolved this issue, but would like to know if they are going to be the same in the future or if they want me to go to another credit union. My family has a lot of accounts through them and I dont want it messed up cause they cant deal with issues.
Business Response
Date: 08/02/2023
We received the complaint from the above referenced individual and have attempted to address their concerns by phone on 07/27/2023. We will address their concerns upon a return call and per their discretion, they may share our response with you directly.Initial Complaint
Date:05/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Im currently at the ******** ******* Blvd branch and there are 5 people working in offices and only 1 counter teller and 1 drive thru teller. Ive been waiting for more than 15 mins and the line hasnt moved. Very poor management of the employees at this location and its like this here all the time. Im fed up and will be changing banks.Business Response
Date: 06/06/2023
We received the complaint from the above referenced individual and have addressed their concerns by phone on 06/01/2023. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.Customer Answer
Date: 06/07/2023
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.
Sincerely,
***********************Initial Complaint
Date:05/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I disputed a charge on my card. Lake Michigan Credit Union sent me the following e-mail."On May 25, 2023, at 9:35 AM, no-************** wrote: Dear ************************************, We have attempted to contact you regarding your most recent credit/debit card dispute. Additional information is needed from you before we can move forward with your claim. Please contact ** at your earliest convenience, 9am-5:30pm (M-Th), 9am-6pm (F), or 9am-1pm (Sat). If we do not hear from you within 10 calendar days, we will consider the dispute closed. Lake Michigan Credit Union Ph. ************************ PO Box ****, ************, ** 49501"They attempted to contact me and succeeded. I replied asking them what questions they have. Lake Michigan Credit Union refused to provide me with the questions. If they won't provide the questions, how can I answer them?All of the information about the dispute is attached.Business Response
Date: 06/06/2023
We received the complaint from the above referenced individual and have addressed their concerns via email on 05/31/2023 and 06/02/2023. In the interest of confidentiality,we are unable to provide the details of our resolution. Per the complainants discretion, they may share our response with you directly.Customer Answer
Date: 06/07/2023
Complaint: 20109966
I am rejecting this response because: Due to LMCU's failure to follow chargeback procedure, I closed my account. On 6/6/23, I e-mailed LMCU that I will soon accumulate rewards points from the recent payment I made. Since LMCU won't let me log in anymore, I told LMCU to redeem my points for cash back. In ****'s reply, she didn't address that issue.Also, I had a $105 balance, I believe, in my savings account, which needs to be mailed to me in the form of a check.
Sincerely,
*******************************Business Response
Date: 06/12/2023
We received your request to close your accounts on 06/04/2023. We have honored your request by closing the credit line and issuing you a check for the amount of funds left in your savings account. If you have any further questions, please contact our Director of Loss Prevention directly at ************.Customer Answer
Date: 06/14/2023
Complaint: 20109966
I am rejecting this response because: The first time I contacted LMCU about the billing issue was BEFORE I paid the bill that had the ****** charge. I have the e-mails as proof. It's not my fault LMCU didn't process it until well over a month later.
Sincerely,
*******************************Initial Complaint
Date:05/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I began receiving my social security, direct deposit to my LMCU acct. I can only withdraw less than $200 /daily and nothing on Sundays!?!? It will take me 9 withdraws to get my full SS money each month. Each withdraw cost me $6.50 in fees and exchange markups (I live outside the **) so over $60 monthly just to get my SS$. This is ridiculously restrictive when other banks allow daily ATM withdrawal if $800!!!! This is a violation of my right to liveBusiness Response
Date: 05/11/2023
We received the complaint from the above referenced individual and have addressed their concerns via email on 05/10/2023. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.Customer Answer
Date: 05/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, though not perfect, substantially reduces the restrictions that I was addressing.
Sincerely,
*********************Initial Complaint
Date:03/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a vehicle from ******* in ************, **. The loan is serviced through LMC, I received no payment book, I only received a statement and the account number wasn't even shown. I called then they sent me (3) Payment coupons, the payment date doesn't even match the original payment date, and the account number I was given over the phone did not indicate the last (2) numbers that are indicated on the coupons. The coupons showed up (2) days prior to my payment date. What kind of bank doesn't submit a payment book? They're baiting people to be late on payments to collect fees.Business Response
Date: 03/16/2023
We received the complaint from the above referenced individual and have addressed their concerns by phone on 03/09/2023. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.Customer Answer
Date: 03/20/2023
Complaint: 19550535
I am rejecting this response because: They have still NOT provided me with a coupon book and blamed in on their third party servicer. It has been almost (2) months since the purchase date
Sincerely,
*******************Business Response
Date: 03/29/2023
We received the supplementary complaint from the above referenced individual on 03/20/2023 and in response mailed the member additional payment coupons to use while waiting for the official coupon book to arrive. Additionally, on 03/20/2023, we attempted to contact the member to further address their concerns and left a voicemail requesting a return call.Customer Answer
Date: 03/29/2023
Complaint: 19550535
I am rejecting this response because:The contact is inaccuratel, I received a call on 3/9 and again stated my complaint And was told they used a 3rd party to create the books and it can take up to three weeks. The car was purchased back in January and Im still without a payment book. I also Have no voicemails or missed calls from LMC. This company is full of lies and I wish My loan was with someone else.
Sincerely,
*******************Business Response
Date: 04/17/2023
On 04/13/2023, we received the supplementary complaint from the above referenced individual (submitted to the BBB on 03/29/2023) and addressed their concerns by phone upon receipt. During this conversation it was confirmed that the coupon books had since been received. Further, we provided the member with a specific point of contact should any additional concerns arise.Initial Complaint
Date:03/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My family and I moved from Michigan to ******* in August. I had to leave earlier than my wife, and she attempted to close our account at LMCU, but they said I had to be there. I was already gone, so she emptied the checking account and we moved on. In the transition to a local bank here apparently a car payment auto drafted to that LMCU checking account for $304. Since the account was empty, they gave me the credit to cover that apparently. With moving, new phone number, new address, and some mail forwarding problems we were unaware of the issue until we had our credit pulled for a mortgage here this week. I immediately called LMCU right away, paid the money back, and they said theyd be taking care of it with the credit bureau. Come to find out, that doesnt mean they would remove it. I feel duped, because I believed that paying it meant they would do a goodwill removal. Come to find out after the fact, they dont remove it from my credit they just call it paid. This $304 cost my credit score 110 points, and we will now not be able to afford the house weve been waiting for 6 months for. I called the bank today, explained the situation and they adamantly refused to do a goodwill credit removal of the issue.I know that this is a possible outcome in these situations, and I do not believe a company with a high BBB rating should treat people with this complete lack of compassion, especially with a spotless record with their bank. Any help you can provide would be very helpful, I used to recommend them to all my local coworkers but will have to be sharing this story widely and loudly if they do not make it right, but I figured I would try this first. We expected more from a local business.Business Response
Date: 03/06/2023
We received the complaint from the above referenced individual and have addressed their concerns by phone on 03/03/2023. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.Customer Answer
Date: 03/08/2023
Complaint: 19529882
I am rejecting this response because: LMCU did not address our concern on the phone, which is why I submitted this claim. They absolutely have it within their authority to treat this case compassionately, I have done a lot of work with mortgage brokers and have had conversations with my new local bank, and LMCU does have the ability to do a goodwill removal due to all of the extenuating circumstances outlined in the complaint; particularly since it's been paid! Furthermore, I was led to believe when I initially paid this that they would be removing it, which is why I paid it! The compassion is especially needed because since I don't have any debt (Car, mortgage, credit card) this is disproportionately altering my credit score (by 110 points), and is preventing me from getting a mortgage rate that will allow us to get a house.I cannot believe that LMCU thinks that a miscommunication due to moving and some **** forwarding problem over $300, when I have perfect history with them, is worth drastically reducing my credit for 7 years.
The reason I and so many people chose this bank is perfectly outlined on their website:
We treat our members like neighbors. Because they usually are. At Lake Michigan Credit Union we dont have shareholders to impress, we have a mission: to do whats best for our members. And as it turns out, our members really like earning more when they save and paying less when they borrow. At LMCU, we work to help businesses grow, neighborhoods thrive, and to make our communities even better places in which to live and work.
How is this situation treating me like a neighbor? This feels like how you would treat an enemy... After years of being a loyal customer.
If this cannot be resolved with compassion by removing this paid for mistake from my credit report, I will be making sure that my story and experience (all facts and data) is heard far and wide. I, and so many other people, chose this bank to be treated like neighbors, and they should be held accountable to that standard.
Sincerely,
*********************Business Response
Date: 03/20/2023
LMCU waived the overdraft fee associated with the transaction that **************** account negative. Upon the balance being paid in full by ****************, LMCU reported the paid status to the credit bureau accordingly and consider this matter resolved.Customer Answer
Date: 03/20/2023
Complaint: 19529882
I am rejecting this response because: LMCU will not issue a goodwill removal due to these external circumstances. I will be using my company's significant social medial influence in Michigan to make sure that the facts and data of this story are shared widely.
Sincerely,
*********************Initial Complaint
Date:01/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When making an online mortgage payment for December from LMCU PRIVATE website, stating monies designated for PRINCIPAL only, LMCU chose to use this amount for mortgage interest ALSO. Not what I designated. I had to call LMCU TWICE to have them make the correction for what I wanted- the way I stated it in the PRIVATE online website. ALSO today LMCU is holding Zelle payment stating that ***** is not working "for maintenance". However, ***** is working fine with other banks. LMCU is holding my cash and not telling me when I will have access to this money. I want the money delivered.Business Response
Date: 01/17/2023
We received the complaint from the above referenced individual and have attempted to contact them by phone on 01/09/2023 and 01/12/2023. We will address their concerns upon a return call and per their discretion, they may share our response with you directly.Customer Answer
Date: 01/18/2023
Better Business Bureau:
I chose not to make contact with the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:01/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They refuse to close my account without me jumping thru an inordinate amount of hoops I want them to send me a check for $5.01 and close my account WITHOUT DEMANDING SOMETHING IN WRITING I DONT HAVE STAMPS I DONT HAVE A PRINTER I DONT HAVE A CELL PHONE CLOSE MY ACCOUNTBusiness Response
Date: 01/09/2023
We received the complaint from the above referenced individual and have addressed their concerns by phone on 01/06/2023. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.Initial Complaint
Date:12/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
LMCU has restricted my checking and savings account for a mortgage tied to these accounts. I am in no way legally tied to this mortgage nor am I obligated to pay it because I am not listed on the mortgage, yet they continue to violate my rights, rather than fix their own issues. My husband and I filed Chapter 7 bankruptcy. The mortgage was not included in the DISCHARGE of debts on our Chapter 7 because we did not file bankruptcy on the mortgage, and agreed to continue paying the payment via autodraft from our checking account. My husband did not sign the Reaffirmation Agreement provided to our attorney by LMCU because our attorney advised against signing it. Now, LMCU is violating Bankruptcy laws by locking us out of our account, essentially restricting all activity, including online banking. They continue to accept our direct deposit of funds, accept the house payment autodraft every month, have never received a late payment, have been informed they are violating Federal Bankruptcy Laws, and yet I have been fighting with them since March 4, 2022. LMCU knows they are violating the law, my attorney has confirmed they are violating the law, yet they continue to do so simply because they can get away with it because we do not have thousands to pay an attorney, obviously. All of this has happened, after they first screwed up our original mortgage by leaving me, THE ***** off the deed to the home, which we were not told about until we arrived at CLOSING! Had it not been for the professional office associate at the closing office, we could have really ended up in dire straights! She managed to fix the issue with a QUIT CLAIM signed by both my husband and I. I have lived in MI 51 years, and I've made it a point to bring my business to LMCU, and recommend them to my kids and others. I am totally dismayed by the lack of professionalism, accountability, and overall character of those leading this debacle. Sickened is what I feel thinking of the steps I've taken to remedy theBusiness Response
Date: 01/06/2023
We received the complaint from the above referenced individual and have addressed their concerns by phone on 01/03/2023. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.Initial Complaint
Date:12/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For the past two weeks, I have been consistently phoning and emailing LMCU to close my account. No one answers the phone: I either receive an automated message telling me to phone back later (I am always calling during their listed business hours) or an automated message telling me that Ill receive a call back. I never get called back. Via email I equally get automated replies, never a direct answer to my questions and never a call even though I ask either to be phoned or for a phone number that doesnt lead to an automated recording. Although I dont use this account often, LMCU has started charging a monthly fee without notice or explanation. Now, they wont answer the phone to members or allow me to close my account.Business Response
Date: 12/16/2022
We received the complaint from the above referenced individual and have addressed their concerns by phone on 12/16/2022. In the interest of confidentiality, we are unable to provide the details of our resolution. Per the complainants discretion,they may share our response with you directly.Customer Answer
Date: 01/05/2023
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.
Sincerely,
*********************
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