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Business Profile

Credit Union

Gateway Metro Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

This profile includes complaints for Gateway Metro Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gateway Metro Federal Credit Union has 12 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/13/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      It started last year in March or April, I paid my car note through them. Before I was late, I explained that I lost my job, ******* the *** told me about getting an extension. They submitted the paperwork, I signed my papers and put through to her supervisor, ******, on the phone to talk to me. When the payment came due, they hit my credit score and it brought my score down 100 points. They never submitted the information to the credit bureaus that they made a mistake. I got in a car accident on the last day of August and my car was totaled out. On January 5, they came and ***ossessed my car, my payments were all paid and up to date and submitted it to the insurance company. Then they ***orted late payments and it hit my credit ***orts. In March, my social security check went to my bank account and they took my whole check and they did it again in April. They have $1750 of mine, she released it on April 16 after she got the insurance check and on April 5th they still ***orted my account 3 months late. The insurance company sent them the check. They still haven&#**;t paid their part on my ************** So it is still ***orted on my credit ***orts. They caused me to be put out of my house because of this. I&#**;m going to court because of them for my rent being unpaid/late. I want a correction to my credit ***orts, money for court costs and settlement to cover all that I have gone through.

      Business Response

      Date: 05/15/2025

      May 15, 2025

      We have read the BBB complaint and acknowledge your concerns. ******, over the years we have communicated through some tough financial situations. We always welcome you or your attorney to contact us directly as these items are very specific to your situation and we do not want to put your personal information in this ************ and I (*****) have had many conversations and email exchanges and have resolved many issues. Below I will address each of your concerns:

      We made an exception and approved your request for a 3-month extension after you had only made two payments on the loan in order to help you out. This request was unable to be processed until it was received back from you.  Based on this timeline, all information was accurately reported to the credit bureau and there was no mistake committed by ***** in what was reported.
      On 4/10/24, we requested an update by the credit reporting agencies as a courtesy since there was a delay in you getting the paperwork for the extension back to us. After many discussions and emails, I have provided you the documentation to show you this was completed.  We have no control over the score that the credit reporting agencies assign to an individual's file and can only report the most accurate information we have.
      As you stated, you were in a car accident on 8/30/24. We did pick up your car as it was deemed a total loss and the claim could not be processed any further until the car was turned over. The car was picked up on 1/20/25 after months of the insurance company, your attorney and the credit union attempting to communicate with you and help you to turn over the vehicle to the insurance company.
      Regarding the funds on hold, your attorney was aware of this, and he was also trying to help us get your signature on the Power of Attorney for the insurance company. Once we received the **** we removed the restriction on your debit card, and you could access your funds.  
      When we received the insurance settlement check on 4/18/25, we filed the *** claim for you that same day. It takes approximately 30 days for the claim to be completed. We checked with the third-party *** company and verified they did receive all documents necessary, and we should see this claim settled any day now.

      Gateway Metro Federal Credit Union has gone above and beyond in trying to work with you, as we said we would. You have even made verbal and written comments to this effect. This complaint seems unreasonable and unfairly submitted based on the steps we have taken to help you with a very difficult situation that ***** did not cause or have control over.  

    • Initial Complaint

      Date:07/31/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      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,

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

      Business Response

      Date: 08/02/2024

      Dear **************,

      Your refund request has been received and we have reviewed your account. The fee was charged because your account lacked sufficient funds.  We have refunded this type of fee on your account several times in the past.  Your fee has been refunded and your account has been noted as such.  In fairness to the entire membership, we cannot allow future refunds of this type.  

      We would be happy to discuss with you the different options that are available to avoid this type of fee.

      If you are interested please give us a call to discuss.

      Have a great day,

      *******

    Gateway Metro Federal Credit Union is NOT a BBB Accredited Business.

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