Methuen Federal Credit Union

Below is my response for the complaint filed by [redacted] ; While I cannot respond directly about a members account I can provide some general statements about of Debit and credit card conversion processWe take this kind of complaint seriously and respond to all compliant directly to our membersWe issued new Master Card debit cards in October of and new [redacted] credit cards in November of The cards were reissued due to a processor conversionIf a member received several cards and could not tell which card was replacing which we were available by phone to assist Most members received a single debit and single credit cardAll of our replacement cards came with information detailing when they could be activated and usedDebit could be activated when received but not used till October and credit could be activated and used after November Our [redacted] bills for the month of October were mailed out before the new cards were issuedA letter was sent along detailing the new payment address starting November This letter was mailed to be received just after the [redacted] bills Payments mailed to the old payment address were being forwarded to the new payment address for a day periodThose mailed after days will be returned to the senderWe worked with our member’s when payments were lost or not received and waived all fees related to [redacted] late payments for the month of November Thank you [redacted] , CEOMethuen Federal Credit UnionBroadwayMethuen, MA01844*** [redacted] *** [redacted]

Below is my response for the complaint filed by [redacted]; While I cannot respond directly about a members account I can provide some general statements about of Debit and credit card conversion process. We take this kind of complaint seriously and respond to all compliant directly...

to our members. We issued new Master Card debit cards in October of 2017 and new [redacted] credit cards in November of 2017. The cards were reissued due to a processor conversion. If a member received several cards and could not tell which card was replacing which we were available by phone to assist.  Most members received a single debit and single credit card. All of our replacement cards came with information detailing when they could be activated and used. Debit could be activated when received but not used till October 11 and credit could be activated and used after November 11. Our [redacted] bills for the month of October were mailed out before the new cards were issued. A letter was sent along detailing the new payment address starting November 10. This letter was mailed to be received just after the [redacted] bills.  Payments mailed to the old payment address were being forwarded to the new payment address for a 30 day period. Those mailed after 30 days will be returned to the sender. We worked with our member’s when payments were lost or not received and waived all fees related to [redacted] late payments for the month of November.  Thank you  [redacted], CEOMethuen Federal Credit Union248 BroadwayMethuen, MA. 01844[redacted] [redacted]   [redacted] [redacted]
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