Mazuma Credit Union Review

Andrea Smiley is the most amazing person ever!!
Marco Solis is super friendly and always smiles!
Faith McGee and Alexis Lynch are also super awesome!
This team is the most helpful, understanding, and efficient tellers I've ever dealt with. Thank you all for being your amazing selves and making my experience with this bank wonderful!!! I appreciate all of you!!

Customer service decide answering phone calls is not their job and they are not closed. Very inconveniencing

I love banking at Mazuma. All the employees are helpful and pleasant. I just recently had a worker at my home try to deposit the payment check twice. Jacquelyn Blake went above and beyond to insure My account was only debited once. She researched the problem quickly. She was supportive, professional and extremely knowledgeable. It s very comforting to know my money is safe is Mazuma hands!!!! And that Mazuma employees really care about their customers.

I joined the bank/credit union when they had the promotion for joining where you would get a $200 incentive for joining and completing the required Deposits & charges. I went in to the branch to have my account set up to confirm to properly ensure I would be eligible. After setting up my account I was informed the only thing left to do is to make 20 charges and to set up direct deposit after that was completed I will be eligible since the rep set everything else up to qualify my account.

After not seeing the fund add to my account after the period of time, I reached out to the customer help and was informed my account was not properly set up so i did not qualify. I informed that I did as told by the rep and that the rep set my account up and said all was good. Long story short, I have been in communication with the customer help for about 2 months now, they informed that they sent the information over to the branch and after many follow ups I am being informed that they will not honor the promotion since it was not set up properly. But this was not my fault, I feel the rep that created my account should be accountable for this and they should honor what the rep informed as well as the promotion

Thanks to Mazuma They beat me senseless and called me ugly! They also said my OBESE mother is fat.....which may be true but it was very discouraging for her :( they waste your time

Waiting on hold for 15+ minutes and being subjected to horrible distorted music is just insane!! My other bank values my business and picks up the phone in a timely manner always ready to help. So far I have been told that I should do my banking online to save this hassle, but I enjoy asking questions of a live person.

They NEVER answer the phone # listed online or on your banking paperwork. You get a robot no matter the option you choose and will be on hold until you finally give up. The review that states they always answer the phone is clearly an employee. This is the worst customer service. DO NOT USE THEM if you can at all help it.

Mazuma Credit Union is the absolute worse bank I ve ever dealt with! Customer service is the worst!!

Horrible phone system, online payment is terrible.

You have to change password every month, and if calling in a question you will be on hold and talking to a annoying robotic voice for 30 minutes.

I have had a car loan with mazuma for almost 3 years now. Within the last year they have claimed 3 times to have not received a payment from me. Every month I've sent a cashiers check from my personal bank, and the first 2 times I was able to go back and pull the cashiers checks and resend them. This time, I tracked the cashiers check and found out it was cashed 4 days after I sent the payment, and now they are calling me 2 weeks later saying they have not received my payment. I will be contacting a manager, and the BBB on Monday and filing a complaint. Absolute worst service I have EVER had with a credit union or a bank.

Mazuma Credit Union is a joke!!! Do not honor their promotions either!!! I opened a checking account for a promotion and since then I ve had nothing but problems!!! Their debit cards didn t work, their automated phone system is the absolute worst!! It takes 15-20 mins to actually talk to a human being!! Not only that, the kicker.. wait for it.. they will force the customer to give up or donate the remaining balance of your transaction/deposit/cashing because This credit union has become un-customer service friendly and Less personable by using only automated kiosk systems that only has dollar bills and not change!! Do not waste your time with this credit union!! It is a joke and an absolute nightmare to deal with!!

I get that the CEO wants to attract new, younger members, but in doing so, he is pushing away the established ones with the overly hipster "on hold", not answering our calls timely, and allowing jeans and t-shirts. The dress code is unprofessional and tacky. You barely can recognize who is working and many act the way they are dressed. I've been a member since 2002 and would consider changing.

Recently opened an account for a vehicle loan, & already regret it!
Been trying to contact them for 2 days!!! Phones don't work, Left voicemail with rep I originally worked with (no response), sent facebook message (no response), Sent Twitter DM (No response), sent emails (no response), used contact form on website (no response). I have been jumping through hoops trying make a deposit in the account they setup for the automatic payments on the loan. Guess I will have to take off work so I can go into their lobby & talk to someone in person. So much for "convenience"

I have had a loan with Mazuma for 4 years with my payments set up as ACH and have had zero late payments. Today I called in and spoke to 3 separate customer service people who would not waive my phone payment due to them not receiving my new ACH paperwork for my new bank account. All 3 people claimed to keep sending me the forms to fill out again and I never received them and they told me that they could not waive the $15 fee to pay my payment this month so that it would not be late. FOUR YEARS of no late payments and they claimed to not have the authority to help a loyal customer. When I called in frustrated about still not receiving the ACH forms I got Neil Blackwood. Not only did he stay on the phone with me to make sure I received the forms, he then had me email them back to him so he personally would make sure they were received and processed. THEN, he offered to take my payment and waive the $15 fee. He talked about how much he loves KC and shared some good restaurants that he recently discovered. I want to thank Neil for bringing back true customer service and turning my day around, when all I wanted to do was ensure my account was in good standing without additional fees. Thank you again Neil for understanding how to take care of your customers!

Best bank i have dealt with. Do an excellent job love it

I will never call them again!!! My payment will be late before I ever call them again. My first go around I waited 20+ minutes to get hung up on, then 2nd phone call I waited over 30 minutes, then they charge you $15 to make a payment and was put on hold several times throughout the 20 minutes to make the payment.

I closed my safe deposit box and after I empty the box I was told I could not turn my keys in to the person who lets you into the vault. I had to wait 45 minutes to see the representative who could accept the keys. She apologized for the long wait which was due to shortage of staff.It only took a minute or two for her to accept the keys. I saw so many employees walk by while I waited; I wondered why only one person could do the task. Time hangs longer when you feel unappreciated as a customer.

Does anyone still work here? I am currently on hold with this obnoxious chirpy annoying message they have playing in my ear for 15 + minutes. I was calling for one issue but I guess am now calling to close my account. This is ridiculous.

Fantastic service!

I recently opened an account/loan with Mazuma and I was approved very quickly at the best rate compared to any other surrounding credit union. On top of that Brittany W. Worked very hard with the seller and I to get us through the process. Even when we hit some bumps Brittany was patient and would do her best to keep in contact and work through the problems. As of today I am very happy and highly recommend others to Mazuma.

Dumbest ATMs I've ever encountered. They make your insert the card, pull it out, then it yells at you for not leaving your card initially. I have other accounts with the bank. Instead of listing these on the screen, it merely says "other account 1, 2, or 3." They don't return calls or emails (both I've left) for pertinent issues, instead waiting until your issue is almost forgone then they don't even acknowledge that THEY'VE dropped the ball at your expense.

The customer service is helpful but not knowledgeable. They should know how to function in a way other than to just pass the buck to another agent as they play "hot potato" while repeatedly transfering customers as the end of the day nears.

Then they create more problems when there shouldn't. I had an issue with my account where I hadn't been able to pay on a loan...once able, I realized the ATM card was deactivated. If that's my only way to get money in (bc I work nights), now you've made the issue much more complicated. Can't call bc they only do normal business hours....even more so counterintuitive. Then the alternative method THEY GAVE to get them their money, DOES NOT WORK. They said to use the night deposit bc there wd be envelopes and all to put everything in.... Guess what isn't there? Anything! So now everything is further behind because a simple process now has 80 steps each contingent on the step preceding it...and this has all fallen apart at step 2. Nothing is as they say with them....But I'm sure somehow this is my fault. Don't get me wrong, I'm happy they even allowed me the loan but come on! Why are YOU making it so hard to get YOUR MONEY back to YOU!?

Rebecca! Why have you STILL NOT RESPONDED!?

Treating me good , friendly and professional at what they do

Pretty disappointed with the hiring process of Mazuma Credit Union. I had initially only heard great things from members but have heard that it's pretty difficult to get hired into management there so I made sure to prepare extensively with background research and preparing some important questions to ask. I had a 2-hour long interview with VP of Retail Service Delivery Josh Wooley, an HR recruiter and a branch manager where the ENTIRE time I was the one asking the questions to properly understand what obstacles a new manager might face, and the entire time Josh was typing on his laptop and rarely ever looked at me. After the interview, Sarah, the HR recruiter (who was OUTSTANDING) told me I did a great job and I would be hearing from them soon! Well, long story short, 2 weeks later I received "the email" that said they weren't interested. I absolutely know that I am the right man for the job and even gave specific examples of how I was able to overcome challenges in my current management role and grow the bank's deposit balances by $3million and small business loan production by $900k in ONE year, these were examples that were very similar to the challenges I was told their open branches were facing now. And what was even more disappointing than that, during the interview, I was even told that the current manager was hired in an impromptu interview OVER LUNCH! And I'm thinking to myself afterwards, I've got 13 years of experience in banking and management and I have extremely close ties to the community in which these branches serve in, and I wasn't hired after a 2-hour LONG interview in which I asked 95% of the questions... yet someone was hired over an impromptu interview at LUNCH. Not sure that's a fair/equal employment opportunity. I think there might need to be some changes made so that the "RIGHT" people can have an opportunity at being hired and truly making a difference at Mazuma!

Plan on staying on HOLD for forever if you need to call them

NOT HAPPY my Fiance and I went in and set up a Checking account and we were trying to set up the online banking the young man that helped us! He NEW NOTHING!!! He set up me and my Fiance's phone numbers and information wrong making the online part the biggest struggle if I didn't have a car loan threw them I would not be banking with them terrible experience

I wish I could write a comment and leave no stars? Banking with them for several years and it has gotten to be ridiculous to try and resolve any problems. First you are placed on hold for at least 10 minutes, usually much longer, before you actually get a person to talk to and then you get someone who can't seem to get you the correct information. It has been over a month that they have owed me a refund. The first few calls resulted in them telling me it was an issue with the car dealer but after I was able to get Baron to send me a copy of the payoff check they changed their story. Now I finally find out that they posted the over-payment into the mandatory savings account I setup 3 years ago that I have never seen a statement on. Why was that so difficult to figure out. Closing all of my accounts with these folks and going somewhere that actually believes in customer service.

Was going to open an account being new in town but all these bad reviews have steered me away. A bank needs takeaway 4 stars to get my business. Sad

Call volume is always high, average hold time to speak to anyone is 15 to 25 minutes on a daily basis no matter what time of day called. IT is quicker to drive to a physical branch to speak to someone than to call. I think only one person is on phones there.

Trying to speak with someone. Called twice been on hold over 20 minutes both times never reached anyone. Was wanting banking and loan info. Not a good way to earn my business.

First, let me say , I have banked at Mazuma (previously The Federal Employees Credit Union) since 1981. I have frequented many different locations over the years. I have lived in Southern Johnson County for 18 years. I was so excited for the Overland Park location (135th St) to open. And yet its been the biggest disappointment. You could learn a lot from the Troost location. The drive thru was a synchronized dance. So efficient. They really knew how to work scores of people through fast. The customer service in OP is less than desirable when you walk in. Usually no one is anywhere around to greet or direct you. The drive through window service is worse. It is always a long wait before you are even acknowledged. Please, your customers deserve better. We choose to bank with you. Choose to provide customer service! We deserve it!

Highly DO NOT recommend this bank. Everyone here is rude, disrespectful and they think they're high and mighty. They do NOT know how to communicate. They do NOT acknowledge when they have people waiting at their drive thru. They stole $80 from us. We went to the drive thru and paid $80 to our bike about 2 weeks ago. Now they are saying they havent recieved a payment in long time. We had $340 to put on it, but they wont accept it because we are $31 short. DID NOT and DO NOT appreciate Sheryl talking to us like we are incompetent and cant understand. From what I understand is they wont work with you they just want your money. They do not care about the people who bank with them. Its sad.

Won't take change (coins) at this location, even if you are a member. They are proudly coin free. But the last time I checked, coins are still a form or currency in the United States of America, so for a credit union not to accept them is VERY inconvenient.

If you are a business... DONT BOTHER. This is not the bank for you. Count on being strung along with empty promises and offers. In the end, there are much better options locally.

This is the absolute WORST CREDIT UNION! I don t know where to begin! Please save your time and money by going to any other bank or credit union. Not only is the wait on the phone lines take 20 mins they hang up on you then when you call back and wait another 20 mins they refuse to help you out. One time It took them 5 hours to resolve a very small issue. Everytime I spoke to someone they were completely rude until the last call I made the first thing I told them how multiple employees been very rude with me, so far as to not even tell me the open hours for phone service! So the lady changed her voice and was some what nice to me. That was only ONE TIME in my whole experience calling them just because I mentioned it. I am still trying to get something resolved with them it s been a week since I ve left messages and call them everyday to fix this problem. As soon as this issue is fixed and done I m dropping this fake credit union as fast as you can say mazuma sucks!

I am not sure people work there during the day. I ve had little success ever getting someone on the phone. I ve called about opening accounts and receiving loans. But I have had no success. Will keep shopping around

Unfortunately, I have nothing good to say about Mazuma. If you try to call them at any location you get stuck on hold for over an hour, every time! They really need to figure out a way to handle the call volume if it's just so high!

Fine credit union, but good luck getting ahold of them on the phone. Horrible automation system, you'll be on hold for 15-20 min atleast.

Called to make payment over the phone. Was on hold for over 20 min. Then when a live person answered he was so rude . He definitely needs phone training!! His name was Brandon.

Drive through hours on website state 8am. Not the case! Such poor customer service.

There was no signage present when I arrived. May I suggest posting a time change on the website, as I am sure training is scheduled in advance.

The absolute worse credit union with have dealt with and I have been a member of several

no follow up and one ever, ever, ever answers the phone

I used to like this CU then they stopped doing shared branching without notifying me as I tried to cash a business check to pay my employees out of state and was told I couldn't get my money.

Oh and they will tell you when you start an account, deposits take 7 days.... NOT 7 BUSINESS DAYS! So I sat out of state with a check I couldn't cash with employees I couldn't pay.

Went through the drive through with a simple question to be answered unprofessionally.

Great managers and really helped with whatever documents I have needed. I haven t seen any fees on my account and always get fast friendly service.

Thanks Mazuma,

Bryan

Terrible service. Your debit card will get blocked with no notification. Then it takes about an hour and multiple phone calls to get it corrected.

Online scammer is using printed cashier checks that look like they come from this bank but are not real. Beware!

EDIT: I was asked to send more information via email to teamfeedback@mazuma.org. I would if I could but Google can't seem to find your address or the system can't receive mail. So sad.

Went into their brand new building 2 weeks ago around 4pm. Only tellers were there. Male teller was able to assist a little but could not answer all my questions. I guess the experienced customer service employees leave early. He said he would call me the next day when someone else with more experience could answer my question. Still waiting.

Great place to bank and work! Service is very personal and fees are practically nonexistent in comparison to other financial institutions!

No one EVER answers the phone here. Multiple times been on hold 20-30 minutes. Unacceptable.

I'm surprised to see any negative reviews. Mazuma has been an excellent credit union for us...competitive loan rates, friendly customer service at multiple branches, with little to no fees. The phone system I thought was good but majority of reviews on here seem to be negative because of that. Don't let that dissuade you, this is where I keep my money.

Liz and Stevie are always very quick, courteous and willing to help.Thanks gals!

No one ever answers the phone at the OP location ..

Extremely disappointed. I am also a member of Community America, my husband has had a Business account with Mazuma for several years and loves them. Everytime I try to do something I have hit brick walls. 1st they wont add my husband due to some unpaid balance we were unaware of even though he has a business account with them already. next I tried to find out if they would be charging me $7.00 a month and never could get a straight answer. I haven't used the account much. I now am trying to go to a location at 7260 W 135th st, since its on my way home and google maps shows it directly in the street. I called and waited on hold for 10 min to get a person who said they couldn't hear me and tried to tell me they cant tell me exactly where the bank is as they are at a different location and they have no capability to help me find it. I am so furious. I am just going to redeposit my money back into community america and do a mobile deposit and just do atm withdrawals from now on and mobile deposits as well....trying to speak to anyone with a brain is useless there. very very very unhappy. just keeping it for my hubby he wants this account and it makes a good savings account away from other account. only positive to it.

I contacted Brittany Wilkerson at the OP branch about a boat loan 6/16. I advised I would send an application in as soon as I found wifi. I then called her 6/16 but didn't get a response. I emailed on 6/20 no response. I then emailed on 6/21 no response. I called the customer service and advised about the failure to respond. The rep indicated she would have a rep call me back. To this date, no response. Heck even the emails could have been responded to. Thank you for the horrible service Mazuma.

UPDATE: after this review Mazuma, Brittany helped me secure a boat loan. The boat loans was 4% lower than the dealer financing. I am all about giving second chances and was glad I did as Brittany worked my loan in an urgent pace. Thank you.

Great credit union. I have no idea where the complaints about rude staff are coming from. I usually go to the Troost and Crossroads location, and have always received excellent service there. If you are thinking about making the switch to a credit union from a private bank, definitely do it. I came from Commerce Bank, and went from getting charged account fees every month to making money every month from dividends.

Only negative experience I had was that, when I inquired about getting a house loan through the bank, I basically could only get low-effort responses from the specialist I got referred to. Couldn't get a face to face meeting or clear answers to my questions. Don't be dissuaded, though - the banking service itself has always been excellent.

Working here for just over 11 years, great and fun place to work.

Can not ever get anyone on the phone. Customer service at branch in OP is bothered to help you... right now is only drive through and you can hear them well at all so you get an eye-roll when you ask them to repeat. Was only with them a short time for new auto loan and had to drive here to close and pick up very small balance. Then was told they are a countless branch and would need to cut a check. I have only been a credit union so I have plenty to compare to. As I waited, another lady had to return as they didn't provide her back what she requested.
Andrea then returns to me asking she sent form and did I get it which I guess I wasn t quick enough for her and she adds I told you I was sending it! . Sure she is a great lady but today seemed very bothered to help anyone. Only CU I have experienced multiple issues.

I am miserable with this place. Don't try to call any of there numbers, it's useless and a waste of time, you will sit on hold for hours with no answer. They cannot manage to set my vehicles payment to come out automatically of my bank account I have with them. I would suggest stay away from this place they claim is so great...

Went in today to get new debit card, only took ten minutes and staff was very friendly and professional

Poor customer service which needs improvement. Very rude staff, realize that people have options when it comes to banking. I was treated very rudely today at this branch and went to the troost branch and they have better service and good atmosphere. I am moving from this bank soon.

This Credit Union it's terrible if you want a good credit union stay far away from Mazuma. The people that work in the branch are very friendly. Customer service on the phone can take forever sometimes and they can be very rude within the conversation and cut you off when you're trying to speak about your account. I have had two bad experiences from their phone Representatives.

Well... As I type this, I'm on hold... It's been 15 minutes so far... distorted music in the back ground... I've been with Mazuma for well over 15 years... It's looking as if its going down hill lately. Not sure why, but I hope they get the issues fixed soon... Or they WILL lose customers.

Mazuma's head teller Greg is the man! We needed to open a few accounts before we left on vacation and got stuck in traffic. We arrived at 5:30pm right when they were closing and Greg made sure we got taken care of. It's people like him that make Mazuma Credit Union such a great place. Thanks Greg and Mazuma for taking great care of us, look forward to many years of outstanding service!

Mazuma is the worst credit union I have ever worked with. I took out a car loan with them in summer of 2016. It took them almost three weeks to approve me because they kept losing my documentation, or the representative working on my loan would disappear for days at a time. Through other banks, the same process has taken friends and family members only one or two days. By the time I got the "congratulations, you're approved" notification, the email chain was 34 emails long. On the day I went to pick up the check, I was made to wait almost an hour despite the fact that I was the only non-employee in the entire building for that entire time, while at least four associates were working. The associate who finally allowed me into her office giggled and apologized for not seeing me, saying she had been too busy eating her afternoon snack. It was 1PM on a Wednesday.

A deposit of $1 was required to become a Mazuma member. Instead of processing this for me, I was sent to use the automated system without instruction.

When I tried to refinance the loan, I was told I would have to show up in person. I know this is incorrect because I completed a refinance application late last year but decided not to go through with it. The associate that worked with me in the office kept repeatedly accidentally deleting the form and starting over. I have never felt like the associates at Mazuma present thorough information, except for the one I processed the refi application with last year. I was not provided with very much information this time, and was surprised to see that while my credit has increased and I've made all my payments on time, choosing to refinance now would cause my payments to double--for an amount that's less than what I originally paid for the car.

The only branch I will use is the one in Lee's Summit in the strip mall that shares the parking lot with the Midcontinent Library branch. Out of the four branches I've visited, it's the only one that provides anything approaching decent customer service. However, Mazuma's professionalism leaves so much to be desired. It would be nice to work with a credit union, for instance, that doesn't "lose" documentation. In the future I will be telling friends, family, and co-workers to steer clear of this credit union in favor of Community America, which is less cheeky and more helpful.

Highly recommend banking elsewhere, Mazuma claims to be looking out for the best interest of one person - you, that is simply not the case. I have been a loyal member of theirs for 16 yrs. After 1 dispute on my account in the 16 YEARS I have been a member, they no longer want to help, nor do they want to look out for my best interest. If you are thinking about joining, think again.