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Franklin Mint Federal Credit UnionThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
08/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Went to the Franklin Mint Federal Credit Union at *********************Philadelphia. Want to a teller give her 2,000 ( all in 100 bills) in cash to the teller. Teller gets up goes behind a wall comes out tells me the machine jammed and is only showing $1,400. When want back said she got an additional $300.00 I would have to wait for the manager to try to clear the rest. Was told to leave and they would call me. Teller advised the machine been broken and a tech been out to fix but “he only spent a few minutes on it. I should have known better.” I then received 2 phone calls to ask if I could check to see if there was an other cash in my envelope which I did and find anything. Then Was told machine can not be cleared till after 3:00 or 3:30. I heard nothing called at 3:50 was advised still working on the machine. At approximately 4:25 got a call from branch manager said she could not fine $100.00 of my money and nothing they can do. I advised teller took money behind wall and is now missing. Manager advised she would call her supervisor. At approximately 4:50 I was called by manager and she told me she talked to her supervisor and she agreed nothing more can be done. When I asked for her to contact me she said here is her cell number call her. The number is a non a working number. Called the 800 number and was advised nothing they can do maybe some can call me tomorrow.Business response
08/18/2023
August 18, 2023
Dear **** *******:
Franklin Mint Federal Credit Union (FMFCU) received the complaint filed with the Better Business Bureau (BBB) by ***** ******. There was one (1) main concern identified in the complaint: deposit discrepancy.
On August 10, 2023 at 9:00 a.m., a District Manager contacted *** ****** and apologized for his experience and thanked him for providing the coaching opportunity for staff. *** ******’s account was also made whole and is reflected in his account history.
For the foregoing reasons, FMFCU respectfully requests that the BBB close this matter. I may be contacted at either the phone number or email listed below should you require additional information or if you would like to discuss this matter with me.
Sincerely,
Vice President and Chief Compliance OfficerInitial Complaint
12/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
In accordance with the Fair Credit Reporting Act. The list of accounts below has violated my federally protected Consumer rights to privacy and confidentiality under 15 USC 1681. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions 15 U.S.C 1681c. (a)(5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.Business response
12/27/2022
December 22, 2022
Dear **** *******:
Franklin Mint Federal Credit Union (FMFCU) received the complaint filed with the Better Business Bureau (BBB) by ***** **********. There was one (1) main concern identified in the complaint: 1) FMFCU reporting information about *** **********’s accounts to the credit bureaus.
There is language *** ********** agreed to when he signed the loan documents that states “You further agree that We may give information about the status and payment history of Your Account to consumer credit reporting agencies…”
Additionally, FMFCU’s privacy policy outlines with whom we share our members personal information. Our annual privacy policy notice was provided to our members in their June 2022 statement. The privacy policy is available at any time on FMFCU’s website, ******************************************** or by requesting a copy via phone, secure message or by mail to:
Franklin Mint Federal Credit Union
5 Hillman Dr. Suite 100
Chadds Ford, PA 19317
For the foregoing reasons, FMFCU respectfully requests that the BBB close this matter. I may be contacted at either the phone number or email listed below should you require additional information or if you would like to discuss this matter with me.
Sincerely,
Gretchen S*******
Vice President and Chief Compliance OfficerInitial Complaint
11/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I changed my address via telephone, fax, and online. I made sure that they have the current address. However, this company won’t stop sending statements and written correspondence to an address in Glen Burnie, MD. Because of this, I’ve not received statements in months. This company knows that I’ve updated my address, as I have the emails and faxes to prove it. However, I cannot get them to mail statements to the correct address.Business response
12/02/2022
December 1, 2022
Dear **** *******:
Franklin Mint Federal Credit Union (FMFCU) received the complaint filed with the Better Business Bureau (BBB) by ****** *******. There was one (1) main concern identified in the complaint: 1) incorrect mailing address after change was requested.
In response to *** *******’s concern regarding the mailing address FMFCU has on file. I can confirm that the most recent statement sent in early November was sent to *** ******* with the address of PO Box 910 Laurel, MD 20725. This address matches the address listed in the complaint filed by *** *******. FMFCU makes every effort to provide service that at a minimum meets, if not exceeds our members’ expectations and we apologize for any inconvenience the member may have experienced.
For the foregoing reasons, FMFCU respectfully requests that the BBB close this matter. I may be contacted at either the phone number or email listed below should you require additional information or if you would like to discuss this matter with me.
Sincerely,
Gretchen S*******
Vice President and Chief Compliance OfficerBusiness response
12/08/2022
I'm not sure want additional information you need. Please see the attached letter.Initial Complaint
06/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 5/27/2022 I refinanced my 2017 ********* ***** vehicle to “Franklin Mint Federal Credit Union” due to an offer I received on credit karma that was cheaper than my original monthly payment.. prior approval for the new loan I asked my agent from rate genus was the loan amount going to increase because if so I don’t want to refinance.. I purchased the car at 17,000 and 3,000 down which left me with my remaining balance. Upon this new contract I had a balance of 12,800 on my vehicle.. when Franklin Mint Federal credit Union approved me my loan went up 6,000 dollars and I was told it was.. they were very dishonest and I’m am not satisfied with rate genius nor Franklin mint for what I’ve been threw so far with this company.. it is now affecting my credit report, finances, and mental balance I am very organized and I’ve never missed any car payments yet and this is a huge affect on my credit reputation.. I will like to take legal actions next if this it’s resolved. The above images are the multiple time I tried to contact this company, other pictures are the in app content showing little information on how to pay a car loan off, and little information upon me getting approved and what my next steps were to paying my monthly car loan..Business response
07/05/2022
July 1, 2022
Dear **** *******:
Franklin Mint Federal Credit Union (FMFCU) received the complaint filed with the Better Business Bureau (BBB) by ****** *******. The main concern identified in the complaint was a refinance of his automobile with Franklin Mint Federal Credit and third party partner **** ******.
An investigation was conducted and **** ****** is working directly with *** ******* on product cancellation and refund. An FMFCU staff member also contacted *** ******* to answer any additional concerns he may have had.
For the foregoing reasons, FMFCU respectfully requests that the BBB close this matter. I may be contacted at either the phone number or email listed below should you require additional information or if you would like to discuss this matter with me.
Sincerely,
Gretchen S*******
Vice President and Chief Compliance OfficerInitial Complaint
05/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On May 17th 2022, I had visited a Franklin Mint Federal Credit Union branch located on ********************************, Philadelphia PA ************** with a customer service request regarding a bank officer's signature to complete a US treasury direct account verification form. The bank staff I had interacted with refused to assist me with the form and requested that I leave when I attempted to explain the form's instruction. I believe the bank staff was not trained to interpret and process the government bond application form and did not provide the level of member service advertised by Franklin Mint Federal Credit Union. I'm dissatisfied and dismayed at the lack of member service regarding a relatively straightforward account application form attached in this compliant and a copy of email from US treasury bond application with the reason and information for the form.Business response
05/27/2022
May 26, 2022
Dear **** *******:
Franklin Mint Federal Credit Union (FMFCU) received the complaint filed with the Better Business Bureau (BBB) by ****** ****. The main concern identified in the complaint was the level of service received regarding the completion of a US Treasury Bond Application.
An investigation was conducted and it was found that *** **** requested a ********* Signature Guarantee on the paperwork provided. Staff reviewed the paperwork and explained that we could not provide the ********* Signature Guarantee on the form as it did not have a value listed. FMFCU has dollar limits associated with the ********* program and could not complete the requested action.
In reviewing the form, it is noted that a signature could be certified with a financial institution’s official seal or stamp that includes specific criteria. At this time, that is not available within our branch network.
For the foregoing reasons, FMFCU respectfully requests that the BBB close this matter. I may be contacted at either the phone number or email listed below should you require additional information or if you would like to discuss this matter with me.Sincerely,
Gretchen S*******
Vice President and Chief Compliance OfficerCustomer response
05/31/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
Franklin Mint Federal Credit Union did not provide a reasonable resolution in addressing and resolving the issue regarding a member service and refused to provide courteous and clear communication regarding the compliant.
Regards,
*********************Business response
06/09/2022
June 9, 2022
Dear **** *******:
Franklin Mint Federal Credit Union (FMFCU) received the complaint filed with the Better Business Bureau (BBB) and subsequent rejection by ****** ****. Multiple attempts had been made to contact Mr. H***** at the phone number and email he provided to discuss his concerns further. On 6/8/22, *** **** responded via email thanking me for trying to get in touch with him but he now considers the matter closed and he no longer has an outstanding complaint or issue with FMFCU.
For the foregoing reasons, FMFCU respectfully requests that the BBB close this matter. I may be contacted at either the phone number or email listed below should you require additional information or if you would like to discuss this matter with me.
Sincerely,
Gretchen S*******
Vice President and Chief Compliance OfficerInitial Complaint
04/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 16 2022, I made a transaction online to adopt a puppy using the FMFCU mobile app and *****. The transaction was made the same day, twice amounting to $500 each (total $1000). I called immediately when I noticed the transaction to be fraudulent because the online seller sent me an email that the puppy was on hold due to missing "insurance certification" that I need to pay extra $1500 using **** *** or bitcoin. As soon as I read the email about the bitcoin and how the email was worded I felt awful for being a victim of scam. For reference the seller for puppies website is called parryfurbabieshome.com and the shipping company is called ****-*****.com. I first spoke with ***** who assured me that I can get my money back which gave me hope. ***** only filed one dispute charge form for $500, hence I called back the following day and asked for another $500 form to be filed. I was then advised by another member service rep that they could not file fraud as I did initiate the transaction. However, I did not in any form get the product and benefit from the transaction at all. I called ***** and filed a complaint, they gave a complaint number ********. I also filed an FTC report for the website and shipping website. I spoke with another rep who then assured me that we can file a non-fraud but would charge me $15 to file and will take a while which I agreed, then the rep hang up on me. Called back again and was given the same info. I called the corporate line and was transferred to risk dept., the dept kept saying I initiated the transac. which again I understand but Im saying that I did not get benefit hence the dispute. I could tell her in voice she not helping me, and was advise that a supervisor will call me but... no one called. I am hoping as a member to shown empathy, compassion in my lowest time and to help me get my money back, as I really never get the service out from it, and I am hoping someone could help me.Business response
05/05/2022
May 16, 2022
Dear **** *******:
Franklin Mint Federal Credit Union (FMFCU) received ******* ******’s rejection of FMFCU’s response. Per *** ******’s request, I contacted her via phone and email and spoke with her on the phone today, 5/16/2022. I am also following up with her via a letter sent through the US Postal Service.
At this time, there are no updates regarding the good faith effort made to recover the funds. For the foregoing reasons, FMFCU respectfully requests that the BBB close this matter. I may be contacted at either the phone number or email listed below should you require additional information or if you would like to discuss this matter with me.Sincerely,
Gretchen S*******
Vice President and Chief Compliance OfficerCustomer response
05/09/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
It doesn't help me at all as a Member. I expect at least a written word from this institution and not just a plain pdf attachments.
Regards,
***************************Business response
05/17/2022
Attached please find our response.Initial Complaint
02/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The accounts are invalidated, unverifiable, inaccurate, and/or questionable. If all of the info on my credit report is not reporting 100% accurately it has to be removed. I also remember the law in section 15 usc 1681 (a) (4)- I have the right to privacy any information I want to be private thats posted on your consumer report is a violation. Infringed upon my right to privacy. You are in violation of putting this information on my report. I hope you find out what is happening and who the inaccurate information belongs to. I need this to be cleared up fast. It is my understanding that you will do an investigation immediately.Business response
02/28/2022
February 28, 2022
Dear **** *******:
Franklin Mint Federal Credit Union (FMFCU) received the complaint filed with the Better Business Bureau (BBB) by ***** *******. There were two (2) main concerns *** ******* identified in the complaint: 1) his dissatisfaction with FMFCU content in his Credit Report; and 2) his concern regarding his privacy rights with consumer reporting agencies.
In response to *** *******’s first concern regarding his credit report. FMFCU reviewed *** *******’s transaction history, account status, and account balance, and compared these items to what’s disclosed in his credit report. We find all items are being reported accurately.
In response to *** *******’s second concern regarding his privacy rights with consumer reporting agencies. *** ******* should contact the credit reporting agency in question directly for further information.
For the foregoing reasons, FMFCU respectfully requests that the BBB close this matter. I may be contacted at either the phone number or email listed below should you require additional information or if you would like to discuss this matter with me.
Sincerely,
Gretchen S*******
Vice President and Chief Compliance Officer
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Customer Complaints Summary
15 total complaints in the last 3 years.
8 complaints closed in the last 12 months.
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