Bank Merger Headaches Hit Roanoke Area: Customers Report Locked Accounts, Missing Cards, and Long Wait Times
ROANOKE, VA — What was supposed to be a smooth transition is turning into a frustrating experience for some local banking customers.
Following the recent merger between Member One Credit Union and Virginia Credit Union, several members across the Roanoke Valley say they’ve been left dealing with unexpected issues—ranging from locked accounts to missing debit cards and even concerns about account privacy.
For some, the biggest problem has been simply accessing their own money.
One longtime customer said she’s still unable to log into online banking, leaving her stuck without a way to pay bills or move funds. Others report waiting on hold for hours trying to get help, with call queues stretching into the hundreds.
💳 Debit Cards Not Working, Payments Failing
Another local member shared that her debit card stopped working days before she received a replacement—leaving her unable to buy groceries, fuel up her car, or cover basic expenses.
Even more concerning, some automatic payments reportedly failed during the transition. That includes things like insurance payments and credit card bills—raising worries about late fees and potential impacts to credit.
Privacy Concerns Surface
Beyond payment issues, at least one customer says the merger created an unexpected privacy situation. After years of having full control over her account, she discovered that someone previously removed—years ago—suddenly had access again.
She was reportedly told the only fix would be to close and reopen her accounts entirely.
That’s raising eyebrows for some customers who say they understand mergers come with growing pains—but not at the cost of account security.
🏦 What the Credit Union Is Saying
Virginia Credit Union says most members have transitioned successfully, but acknowledges that a small number are experiencing issues.
According to their statement:
- Some login problems are due to outdated or mismatched account information
- A limited number of users aren’t seeing all accounts in online banking
- Some debit cards were returned due to address issues
- A temporary ATM fee error has already been corrected and refunded
They also say direct deposits are still processing as expected.
To help with the rollout, the credit union has increased staffing and brought in additional support to local branches in Roanoke, Lynchburg, and surrounding areas.
Frustration Still Growing
Even with those assurances, some customers say the experience has already pushed them to consider switching banks altogether.
For many, it’s not just about inconvenience—it’s about trust.
📍 If you’re affected:
You can contact Virginia Credit Union directly at 800-666-8811 or visit a local branch for assistance.