Members Trust FCU Luxottica Pl, Mason

Make no mistake - this is a ZERO star review. I never make negative reviews of anything because I tolerate a lot, I understand life isn’t always smooth going. But banking with this place has been a nightmare for the last four years and if I went into every single why in this post, it would be a 5 page essay. Never a good explanation for any mishaps, basically just an “oh well” attitude. I’ve never been so frustrated with an establishment before in my life. Save yourself the headache and go to a real bank. *update. I just found out I had been lied to, yet again. I was told by Alexis that my title/lien release would be sent by mail on June 23rd, who stated she had contacted the loan officer to arrange this. The time sensitivity of this was very clearly discussed and acknowledged. I called today, July 5th, because I have not gotten this. Jamie talked to me and said she didn’t get that message. She stated she’d overnight me one today so I could receive it earlier but the attitude I was given - AGAIN - was “oh well, there’s nothing I can do about that”. No steps of remediation, no apology, nothing. I doubt if I had complained and pushed that she’d have even offered to overnight another one.

We are trying to grocery shop and for some reason the entire system is down; no logging in, no app, no debit card, no access to our own money. This isn't the first time this has happened. It wouldn't be a problem if their maintenance were actually posted to make customers aware, but simply not having access to any money is unacceptable. We've also had many issues with their ATM deposits. If you do so through an ATM (the only local option right now, because co-op locations will allow you inside and in line to tell you that you aren't allowed inside 🙄) they put a hold on your CASH. Cash! I was a bank teller for several years. There's absolutely no reason or justificatiom to hold cash once the ATM has been balanced. Absolute nonsense. But seriously. Give me access to my money 24/7/365. It's mine to spend when I need it.

My mother has been a member of Members Trust for about 15 years and this is the first time that I've had to deal with any issues. After speaking with Mr. Hartt on 6/16/21 he stated that I needed to have authorization to speak on the account. I told him that my mother has already sent the documentation for me to be authorized. After he read over the notes on the account, he the noticed that the authorization has already been documented on this account. I asked for the account #, a new ACH form, and pay off balance for vehicle that is in my name. I was provided the pay off balance and then was told that I could not be provided with the account number because of "safety" and I wasn't the member on the account. Going backward from what he stated earlier. This didn't make sense to me and I raised my concerns to Mr. Hartt. Mr. Hartt began to tell me that he had better things to do, had to take another phone call, and promptly put me on hold without my permission. Being the President of the Credit Union I would expect better customer service skills or better understanding of the policies and laws you guys have in house. Mr Hartt definitely needs to be retrained.

I've been a member for over 5 years and Jamie Tomlin (my account handler) has dropped the ball too many times on responding to inquiries about my account. As a former Luxottica employee I am disappointed in the care (well, lack thereof) for distant members (I do not reside in Ohio). I feel that I might have gotten better experiences if I lived in the Cincinnati area, but since I don't unfortunately I cannot in good faith say anything positive regarding my time with members trust. For the record I've been trying to close my account for a month now, to no avail.

Do Not TRUST this bank. The staff is incompetent and unable to handle simple tasks. The systems are out of date and staff are rarely available.

They are very very nice and helpful. I am 100% happy

FRIENDLY STAFF OFFERING GREAT CUSTOMER SERVICE!!!