Mountain Empire CC CU in Big Stone Gap: MECC Members – Official Customer Support Customer Care Number | Toll Free Number

Mountain Empire Credit Union (MECC), headquartered in Big Stone Gap, Virginia, stands as a cornerstone of financial empowerment for residents across the Appalachian region. Established with a mission to serve the local community through personalized, member-focused banking, MECC has grown from a small local institution into a trusted financial partner for thousands of families, small businesses, and public sector employees. As a not-for-profit credit union, MECC operates under the principle of “people helping people,” offering competitive rates, low fees, and exceptional customer service that distinguishes it from traditional banks. For MECC members seeking assistance, whether it’s resolving account issues, applying for loans, or navigating digital banking tools, access to official customer support is critical. This comprehensive guide provides the official customer care number, toll-free helpline, step-by-step contact methods, global access options, key industry achievements, and answers to frequently asked questions — all designed to ensure MECC members receive prompt, reliable, and compassionate support whenever they need it.

Why Mountain Empire CC CU in Big Stone Gap: MECC Members – Official Customer Support is Unique

What sets Mountain Empire Credit Union apart from other financial institutions isn’t just its competitive loan rates or high-yield savings accounts — though those are certainly compelling. It’s the deeply rooted culture of community, personalization, and ethical service that defines every interaction MECC has with its members. Unlike large national banks that outsource customer service to call centers thousands of miles away, MECC maintains its support operations locally in Big Stone Gap. This means when you call the official MECC customer care line, you’re speaking with a representative who understands the economic realities, cultural context, and unique needs of Southwest Virginia residents.

MECC’s customer support team is trained not just to solve problems, but to build relationships. Representatives take the time to listen, offer tailored financial advice, and even connect members with local resources such as credit counseling, small business grants, or homebuyer education programs. The credit union also invests heavily in staff development, ensuring that every customer service representative is certified in financial literacy, fraud prevention, and digital banking assistance. This level of expertise is rare in the financial services industry, especially among institutions serving rural communities.

Additionally, MECC prioritizes accessibility. The credit union offers multilingual support, extended business hours, and Sunday phone support during peak seasons like tax season or holiday shopping. They also provide a dedicated helpline for seniors, veterans, and individuals with disabilities — ensuring that no member is left behind due to mobility, language, or technological barriers. MECC’s commitment to inclusion extends to its digital platforms, which are fully ADA-compliant and optimized for screen readers, voice navigation, and low-bandwidth connections — critical for residents in areas with limited internet infrastructure.

Perhaps most uniquely, MECC doesn’t treat customer support as a cost center — it treats it as a core value proposition. Member satisfaction is measured not just by resolution time, but by long-term financial health outcomes. The credit union tracks whether members improve their credit scores, reduce debt, or increase savings after interacting with support — and uses that data to continuously refine its services. This holistic, member-centric approach is why MECC consistently ranks among the top 5% of credit unions nationwide for customer satisfaction, according to J.D. Power and the National Credit Union Administration (NCUA).

Mountain Empire CC CU in Big Stone Gap: MECC Members – Official Customer Support Toll-Free and Helpline Numbers

For MECC members in Big Stone Gap and throughout the Mountain Empire region, having immediate access to official customer support is essential. Whether you’re locked out of your online account, need to report a lost debit card, or want to discuss a mortgage pre-approval, the right phone number can make all the difference. Below are the verified, official contact numbers for Mountain Empire Credit Union’s customer support services.

Official Toll-Free Customer Support Number

1-800-724-2228

This is the primary toll-free helpline for all MECC members. Available 24/7, this line connects callers to a live representative who can assist with account inquiries, transaction disputes, card activation, loan applications, and more. The line is staffed by trained MECC customer service specialists based in Big Stone Gap, ensuring culturally competent and locally informed support. Callers can also use this number to report suspected fraud or to request a new PIN or password reset.

Business Hours Support Line

276-349-1400

This is the direct line to MECC’s main headquarters in Big Stone Gap. Available Monday through Friday, 8:00 AM to 6:00 PM Eastern Time, this number connects you to the branch’s customer care team. It’s ideal for members who prefer speaking with someone who knows their account history or need assistance with complex financial planning, such as retirement accounts, business loans, or home equity lines of credit. Calls to this number may be routed to the appropriate department — including lending, mortgage, or member services — based on your needs.

24/7 Automated Phone Banking

1-800-724-2228 (Press 0 for Live Agent, Press 1 for Balance Inquiry, Press 2 for Transaction History, Press 3 for Card Services)

For quick, self-service support, MECC offers a fully automated phone banking system that operates around the clock. You can check your account balance, view recent transactions, transfer funds between MECC accounts, report a lost or stolen card, or reset your online banking password. The system supports voice recognition and is compatible with both landlines and mobile phones. While automated, the system is intuitive and designed to minimize wait times — most common requests are resolved in under 90 seconds.

Emergency Fraud & Lost Card Hotline

1-800-724-2228 (Press 5 for Emergency Services)

If your MECC debit or credit card is lost, stolen, or compromised, immediately press 5 on the toll-free line. This routes your call to MECC’s fraud prevention team, which operates 24/7 with real-time monitoring of transaction activity. The team can freeze your card, issue a replacement within 24–48 hours, and guide you through fraud dispute procedures. MECC guarantees zero liability for unauthorized transactions reported within 60 days — a policy that exceeds federal requirements.

TDD/TTY Accessibility Line

1-800-724-2228 (Press 9 for Accessibility Services)

MECC is committed to accessibility for all members. This dedicated line provides support for individuals who are deaf or hard of hearing. Calls are handled by trained specialists using TDD/TTY-compatible systems. Members can also request video relay services through MECC’s website for real-time sign language interpretation.

All MECC customer support numbers are verified and listed on the official website at www.mountainempirecu.org. Members are strongly advised to avoid third-party websites or unsolicited calls claiming to be from MECC — always verify contact details on the official site to prevent phishing scams.

How to Reach Mountain Empire CC CU in Big Stone Gap: MECC Members – Official Customer Support Support

While phone support remains the most direct and personal way to reach MECC’s customer care team, the credit union offers multiple channels to ensure members can connect in the way that best suits their needs. Whether you prefer speaking with a live agent, sending a secure message, visiting in person, or using digital tools, MECC provides a seamless, multi-platform support ecosystem.

1. Phone Support — The Most Personalized Option

As outlined above, calling the toll-free number (1-800-724-2228) is the fastest way to resolve urgent issues. For non-urgent matters, calling during business hours (8 AM–6 PM ET) ensures you’re connected to a representative who has access to your full account history and can offer customized advice. MECC encourages members to have their member number and date of birth ready when calling to expedite verification.

2. In-Person Visits — Local, Face-to-Face Service

MECC operates five branch locations across Southwest Virginia, with its headquarters at 200 East Main Street, Big Stone Gap, VA 24219. Branches are also located in Norton, Clintwood, Pound, and Wise. Each branch offers full-service banking, including loan applications, notary services, and financial counseling. Walk-ins are welcome, but appointments are recommended for complex services like mortgage consultations or business lending. Branch hours are Monday–Thursday: 9 AM–5 PM, Friday: 9 AM–6 PM, and Saturday: 9 AM–1 PM. Closed Sundays and federal holidays.

3. Online Member Portal — Secure Self-Service

MECC’s online banking portal, accessible at www.mountainempirecu.org/members, allows members to manage accounts, pay bills, transfer funds, and submit support tickets. The portal features a secure messaging system that connects you directly to a customer service representative. Responses are typically provided within 24 business hours. The portal also includes a chatbot named “MECC Assist,” which uses AI to answer common questions about fees, interest rates, and account features — with an option to escalate to a human agent if needed.

4. Mobile App — Banking on the Go

MECC’s mobile app, available for iOS and Android, offers all the features of the web portal plus mobile check deposit, location-based branch/ATM finders, and biometric login (fingerprint and facial recognition). Within the app, members can access a “Help & Support” section with video tutorials, FAQs, and a one-tap option to call customer service. The app also sends real-time alerts for account activity, low balances, and upcoming payments.

5. Email Support — For Non-Urgent Inquiries

For questions that don’t require immediate attention — such as requesting a statement, updating personal information, or inquiring about new products — members can email support@mountainempirecu.org. Emails are answered within two business days. For security reasons, MECC never requests sensitive information like passwords or Social Security numbers via email.

6. Social Media & Live Chat

MECC maintains active, monitored profiles on Facebook and Twitter (@MECC_CU). Members can send direct messages for general inquiries, and the credit union responds within four business hours. During business hours, a live chat widget is available on the MECC website. This feature connects you to a representative in real time and is ideal for quick questions about branch hours, ATM locations, or app troubleshooting.

7. Mail Support — For Formal Requests

For legal documents, dispute letters, or formal complaints, members may send written correspondence to:

Mountain Empire Credit Union
Attn: Member Services Department
200 East Main Street
Big Stone Gap, VA 24219

All mail is processed within five business days. For certified or registered mail, include a return receipt request.

MECC encourages members to use the most efficient channel for their issue: phone for urgent matters, online for routine tasks, and in-person for complex financial planning. No matter the method, MECC ensures every member receives consistent, high-quality support.

Worldwide Helpline Directory

While Mountain Empire Credit Union primarily serves residents of Southwest Virginia, its members may travel, relocate, or have financial needs that extend beyond U.S. borders. To support members abroad, MECC has partnered with global financial networks to provide international access to customer support services. Below is a directory of international helplines and resources available to MECC members traveling or living outside the United States.

North America

• Canada: Call 1-800-724-2228 (toll-free from U.S. and Canada) or use the MECC mobile app. MECC has no branches in Canada but offers free international wire transfers and fee-free ATM withdrawals at select Canadian credit unions via the CO-OP Network.
• Mexico: For assistance while in Mexico, call 1-800-724-2228 (international rates apply). MECC partners with Banorte and Scotiabank for fee-free ATM access in major cities. Members can also use the MECC app to lock/unlock cards remotely.

Europe

• United Kingdom: Dial +1-800-724-2228 (call charges apply). MECC members can use their MECC debit card at any ATM displaying the Cirrus or Plus logo. No foreign transaction fees apply on MECC debit cards.
• Germany, France, Italy, Spain: Same as UK. MECC offers zero foreign transaction fees on all debit and credit cards — a rare benefit among regional credit unions. For emergency card replacement, contact the 24/7 fraud line and request express delivery to your European address (additional shipping fees may apply).

Asia-Pacific

• Australia: Call +1-800-724-2228. MECC has partnered with Australia Post and Cuscal for fee-free ATM access in over 5,000 locations. Members can also request a temporary international PIN via the mobile app.
• Japan & South Korea: MECC cards are accepted at all major banks and ATMs displaying the Plus or Cirrus logo. For language assistance, members can request translation services via the 24/7 helpline — MECC offers real-time interpretation in Japanese and Korean upon request.

Latin America & Caribbean

• Brazil, Colombia, Dominican Republic: Use the MECC app to monitor transactions and report issues. MECC offers free international wire transfers to these countries via Western Union and MoneyGram. For card issues, call +1-800-724-2228 and press 5.

Global Emergency Services

MECC provides a 24/7 global emergency assistance service through its partnership with Assist America. If a member is stranded abroad without access to funds or a card, they can call +1-800-724-2228 and request emergency cash disbursement. MECC will authorize a wire transfer to a local financial institution or arrange for a cash pickup at a participating Western Union location — typically within 2–4 hours. This service is available to members in good standing and requires verification of identity and account status.

Members traveling internationally are encouraged to notify MECC of their travel plans through the mobile app or online portal. This helps prevent transaction declines due to fraud alerts. MECC also provides a downloadable “Travel Ready” checklist on its website, including tips on currency exchange, ATM safety, and emergency contacts.

About Mountain Empire CC CU in Big Stone Gap: MECC Members – Official Customer Support – Key Industries and Achievements

Mountain Empire Credit Union’s impact extends far beyond financial services — it is a catalyst for economic development across the Appalachian region. Rooted in the coal-mining communities of Southwest Virginia, MECC has evolved into a vital institution supporting key industries that define the region’s economic future.

Key Industries Served by MECC

1. Healthcare & Public Services
MECC is the financial partner of choice for hospitals, clinics, and public sector employees across Wise, Scott, and Buchanan counties. Over 65% of MECC members are employed in healthcare, education, or government roles. MECC offers specialized loan programs for nurses, teachers, and first responders, including reduced-rate mortgages, student loan refinancing, and emergency relief loans during public health crises like the COVID-19 pandemic.

2. Small Business & Entrepreneurship
With over 1,200 small business accounts, MECC is the largest lender to local entrepreneurs in the region. The credit union offers microloans starting at $500, business checking accounts with no monthly fees, and free financial literacy workshops for new business owners. MECC’s “Appalachian Start-Up Grant” program has funded over 200 local ventures since 2018 — from artisan food producers to eco-tourism operators.

3. Agriculture & Rural Development
MECC supports family farms and sustainable agriculture through low-interest equipment loans, land purchase financing, and grants for renewable energy installations. The credit union partners with Virginia Cooperative Extension to provide free farm business planning services to members.

4. Energy & Infrastructure
While historically tied to coal, MECC has pivoted to support clean energy transitions. It offers financing for solar panel installations, energy-efficient home upgrades, and EV charging stations. MECC also funds broadband expansion projects in underserved areas — recognizing that digital access is as critical as financial access.

Notable Achievements and Recognitions

• 2023 NCUA Community Credit Union of the Year — Awarded for outstanding service to rural and low-income communities.
• 2022 Forbes Best Credit Unions in America — Ranked

  12 nationwide for customer satisfaction and financial inclusion.

• 2021 National Association of State Credit Union Supervisors (NASCUS) Innovation Award — Recognized for launching the first mobile financial coaching app in Appalachia.
• 2020–2023 Consistent 5-Star Rating — From Bauer Financial, the leading independent credit union rating agency.
• Over $350 Million in Local Loans Originated — Since 2015, MECC has invested over $350 million back into the Mountain Empire region through mortgages, auto loans, and small business financing.
• 20,000+ Members Served — MECC has grown from 5,000 members in 2010 to over 20,000 today, with a 98% member retention rate.

MECC’s leadership team includes local residents who understand the region’s challenges — from economic transition to opioid addiction recovery. The credit union partners with nonprofits to offer free financial counseling to recovering addicts and families in crisis. In 2022, MECC launched the “Hope & Stability” initiative, providing no-interest microloans to individuals rebuilding their lives after incarceration — a program now being replicated across other rural credit unions.

Global Service Access

Although Mountain Empire Credit Union is a community-focused institution, its commitment to member service transcends geography. MECC’s global service access ensures that whether you’re a lifelong resident of Big Stone Gap or a former member now living in Berlin, Tokyo, or Toronto, you retain full access to your account and support services.

MECC’s digital infrastructure is built on secure, cloud-based banking platforms that comply with international data privacy standards, including GDPR and CCPA. Members can log in to their accounts from anywhere in the world using two-factor authentication. The credit union also supports multi-currency account viewing — allowing members to see balances in USD, EUR, GBP, and CAD — though transactions are settled in USD.

For members living abroad, MECC offers:

• Free international wire transfers — No fees for sending money to over 150 countries via SWIFT.
• Global ATM access — No foreign transaction fees on MECC debit cards at any ATM displaying the Cirrus, Plus, or Interac logo.
• Remote account opening — Former members who relocate can reopen accounts online with verified identity documents submitted via secure upload.
• International tax document support — MECC provides IRS Form 1099 and FATCA documentation to members living overseas.
• Global fraud monitoring — MECC’s AI-driven fraud detection system flags unusual activity across borders and alerts members in real time.

MECC also maintains relationships with international credit unions through the World Council of Credit Unions (WOCCU), enabling members to access branch services in over 30 countries. For example, MECC members traveling to Canada can visit any Vancity or Desjardins branch for basic services like cash withdrawals and balance inquiries.

For members who wish to maintain their MECC membership while living abroad, there are no penalties or service reductions. MECC believes that community isn’t defined by zip code — it’s defined by trust, loyalty, and shared values. That’s why your support network remains just a phone call away, no matter where you are in the world.

FAQs

1. What is the official customer service number for Mountain Empire Credit Union?

The official toll-free customer service number for MECC is 1-800-724-2228. This line is available 24/7 for all member inquiries, fraud reporting, and account assistance.

2. Is MECC only for people who live in Big Stone Gap?

No. While MECC is headquartered in Big Stone Gap, membership is open to anyone who lives, works, worships, or attends school in the following counties: Wise, Scott, Buchanan, Lee, Dickenson, and Russell in Virginia, as well as parts of northeastern Kentucky. Family members of existing members are also eligible.

3. How do I report a lost or stolen MECC debit card?

Call 1-800-724-2228 and press 5 at any time to report a lost or stolen card. Your card will be immediately frozen, and a replacement will be mailed within 24–48 hours. You can also freeze your card instantly through the MECC mobile app.

4. Does MECC offer mobile banking?

Yes. The MECC mobile app is available for free on iOS and Android. It includes mobile check deposit, bill pay, account transfers, location-based ATM finders, and 24/7 customer support access.

5. Can I get a loan from MECC if I have bad credit?

Yes. MECC offers credit-building loans and secured personal loans designed for members with limited or poor credit history. Members also receive free credit counseling to help improve their scores.

6. Are there any fees for using MECC ATMs?

No. MECC members enjoy free withdrawals at all MECC ATMs and over 30,000 CO-OP Network ATMs nationwide. There are no surcharge fees.

7. How do I change my address or phone number with MECC?

You can update your contact information through the MECC online portal, mobile app, by calling customer service, or by visiting any branch in person.

8. Does MECC offer business accounts?

Yes. MECC provides business checking, savings, loans, merchant services, and payroll solutions tailored to small businesses in Appalachia.

9. Is MECC FDIC insured?

No. MECC is a federally insured credit union, meaning your deposits are protected up to $250,000 by the National Credit Union Administration (NCUA) — the same level of protection as FDIC insurance for banks.

10. Can I access MECC services in Spanish?

Yes. MECC offers bilingual customer service representatives and Spanish-language materials on its website. Call 1-800-724-2228 and request Spanish assistance.

Conclusion

Mountain Empire Credit Union in Big Stone Gap is more than a financial institution — it’s a lifeline for the communities it serves. With its unwavering commitment to member care, locally rooted support, and innovative services, MECC exemplifies the true spirit of credit union philosophy: people helping people. Whether you’re a lifelong resident of Southwest Virginia or a former member now living overseas, your connection to MECC remains strong, secure, and supported.

The official customer care number — 1-800-724-2228 — is more than a digit. It’s a promise: that when you call, you’ll be heard, understood, and helped by someone who knows your community, your struggles, and your aspirations. From small business owners in Clintwood to retirees in Norton, from students in Wise to families in Pound, MECC stands with you — not as a corporation, but as a neighbor.

Never hesitate to reach out. Whether it’s a quick balance check, a complex loan question, or an emergency card issue, MECC’s dedicated team is ready to assist — anytime, anywhere. Stay connected. Stay empowered. And remember: you’re not just a member of Mountain Empire Credit Union — you’re part of a family.