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June 2023 by John M.
I became a member of Chevron West Credit Union in 1976 and continued being a member when it changed over to CFCU. I give CFCU a 5 star rating because I am forced to deal with banks in my small business and they are a nightmare to deal with. I can say from experience CFCU customer service is superior to any bank I have dealt with.
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April 2023 by Claudia A.
I have been a member for 31 years of my life. That's 86% of my life. The service used to be amazing. You guys would offer the best counter loans and if there was theft on my account, you guys would take care of it asap. If we lost the card it would cost 25-30 to expedite the replacement card and it was free if the card was deactivated due to fraud. And previously, I was able to speak to someone at the bank about my issue if I had one. Now, especially within the last 5 years, its just all gone to (poop). Now it takes forever to dispute a charge, if theres fraud, you transfer us members to another country that's outsourced and may or may not be able to understand English. So there's a language barrier between us and our money. And the problem may or may not get fixed. I had someone try to charge a medical bill on my debit card today. I have the card with me and they tried to run it manually somewhere else. I called the bank within 1 minute of getting the fraud alert and it took 3 calls to reach someone because the line went to nowhere (extension did not work). I spoke to the fraud department and they were able to freeze the card, but unable to understand me when I asked "Does this mean that my card is now deactivated and are you issuing me a new card?". The lady didnt understand and gave me a very general script. So I called back to request to speak to someone who understands English, just to be transferred back to someone else in another country again, to someone else who also didnt understand English well. It took 5 calls and over 1 hour to reach someone who spoke English, just to be told that if I want my card reissued, it would take 7-10 business days. And it would take up to 10 days to receive paperwork to dispute the charge. Or I could pay 43 dollars to expedite the card. 4 days is not a deal and not "expediting". First of all, for FedEx, "expedited" mailers are guaranteed within 2 business days. Which means, you want us to pay 43 dollars for you guys to take your time and possibly mail out the card in 2 days and then it will take 2 additional days to be expedited by FedEx. So no, 4 days is not a deal nor worth 43 dollars for you guys to screw off for an extra 2 days. I told the lady I was dissatisfied with that time. Because I need access to my money asap. And she replied "Well we arent paying 43 dollars to Fedex, its not our fault". What kind of BS response is that?! You dont argue with someone who just had a large lump sum of money stollen from them! People experiencing fraud are already in distress. We dont want to speak to some Karen with a Napoleon complex who is trying to overcompensate for the fact that she feels like a nobody at your piece of s-bank, trying to make us feel worse by trying to place the blame about who and who shouldnt pay Fedex! Also, why do you have to speak to 3 different departments for fraud? Why do I have to speak to someone to stop the fraudulent activity? Then call back and speak to another department to have the card deactivated? And then call back to speak to another department to have a replacement card sent? It's common sense that if my card is deactivated then I absolutely need a replacement card. And if we dont call back and ask questions, who knows how long it would take for us to realize that a replacement card was never sent? BS. I have even requested to speak to a Manager in regards to an IT update you guys did 2 years ago, that gave someone that used to have access to my account (over 18 years ago) gave them access back to into my accounts. I was told the issue was resolved and this person was removed from my account, they even apologized about the IT mess-up. And 3 months later, I found out that the issue was never resolved and this person still had access to my bank accounts. Even after talking to a Manager nothing was done. You guys suck! You guys really disappointed me with the way a small fraud charge was handled last year. But you guys really outdid yourselves this time. Fraud is not a joke and you guys are 75
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April 2023 by Alan D.
Man, I was shocked by all the super negative reviews. Yes, the transition to the new system a few months ago kind of sucked, but once you go through that process, the system is quite good, I have no real complaints. Their app is also very good, and all their computer systems seem to be pretty rock-solid reliable... all as always, same as before. I can't think of a time the system was down when I was trying to use it (unless schedule maintenance).I have been with this CU for at least 20 years, and they've always also had great in-person and phone customer service as well. I was just on the phone with them about a week ago regarding a debit card and they were -- not-surprisingly -- great!And, as others have mentioned, they've almost always had great rates on either side of the equation, regardless of if you're a buyer or saver.Geez, once every decade or two there might be a new system and a few inconveniences people (to make things better for us longer-term). People apparently had a royal cow over this latest tech transition... talk about developed world problems! ( smh )
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September 2022 by John Unkle Jr
Customer service on phone is horrible the people they have are rude... service inside branch also sucks other then that pretty much same as all banks
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September 2022 by Richard Christy
Calling to speak with someone is impossible. So frustrating
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March 2022 by Dan B.
Speaking just to their phone and web services they absolutely suck. Nowhere on the website can I verify/change my mailing address. When I called I was asked to provide a password to their phone help which evidently is different than the password I use for the website. Everything is a crap shoot with them and the website is clunky as hell.
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January 2022 by Johnnie B.
I have to echo the sentiments expressed by other CFCU members that are dissatisfied with the new look digital online banking system. In addition to the issues previously raised, the search-ability of one's merchants and creditors for previous transactions is not user-friendly. (Cannot keyword search a particular vendor, deposits, etc.) In a similar vein, the certainty that one's monthly, recurring bills will be paid when due is not assured. I have been a member of the credit union for more than 40 years, and in that time frame, have come to expect a level of excellent performance at all levels that is painfully absent with the introduction of the new digital online system. Even after an exchange with the call-center, I was promised that a survey would be sent to me with an attached survey for feedback. No such survey was sent to me. If the intent was to create a system that was more useful and responsive to the needs of members, this is a massive fail. CFCU is better than this system that is being forced onto members. It is unreliable, lacking in elements that inspire a sense that this is a well crafted, and executed financial services instrument. I hope that before too many resources are invested in defending this system and throwing good money after bad, the officers and guidance board members will recognize that the recently developed and commissioned digital online banking system is not capable of meeting the standards members have come to expect and restore the elements that made the previous iteration so well received and utilized by members. If no action is taken, I will have to consider finding another institution.
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December 2021 by Jacqueline M.
After re-enrolling in their so called new and improved digital online banking service, all my bill pay payment history and payee information has disappeared. For me this is a big deal the history is important for tax purposes, I own rental properties. And I have reoccurring bills scheduled which have not been paid. I have spent hours trying to call their customer service waiting on hold for ever. Their call back service does not work, leave a number and get a call back??? Left three over the last week, no call back. I understand that sometimes software conversions/updates can have problems, but like anything that goes wrong in the customer service arena, how the problem is handled and resolved becomes paramount. This is an amateur act, and that is not acceptable when you are responsible for people's money. I have banked with Chevron Federal Credit Union for 40 year's, I know that they are capable of better than this.
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December 2021 by R F.
Hours of 're-enrolling' to encounter webserver proxy errors, 404 errors, 'can't verify contact information so must call'... total amateur hour between them and spectrum credit union? Test the systems before rollout people. More so, the new site has more white space than my ceiling. What happened to an account ledger with meaningful columns that can sort... And then there is bill pay - Fully useless now. Member since 1985. Working on moving away from this train wreck.
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December 2021 by Sue K.
After spending hours re-enrolling in their new, improved online access I was sent a one time access code via text to complete my enrollment. The site kicked me off the page when I accessed the code and there is literally no way to get to the spot to enter the code. So they email and text me about unauthorized access to my accounts. Can't reach anyone by phone. Do you want to trust an institution that can't test their online system before rolling it out? Of course they killed the old system when they rolled out the new non-functioning app.
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December 2020 by Daniel C.
One of the first pieces of advice I got was to join a credit union and close all bank accounts once I got a job. That plus opening a brokerage account. I've been a member of the Chevron Credit Union for well over 20 years and have never looked back. You get all the benefits that the bank offers, but with better money market rates. These days, rates are near zero but when they do go up, you will earn more. Because so much banking is online these days, you don't need as many physical branches so credit unions are just fine. Also credit unions are NON-PROFIT and the service is far friendlier and more personal than big banks. This branch is located at Chevron headquarters and is easily accessible to the public upon entering off Chevron Way - just drive in and turn left and then take the first right. I normally come here for large cash withdrawals for Christmas or Chinese New Year red envelopes or the occasional casino run, LOL! I've also had good experience refinancing my home loan here - got a lower rate and shaved 3 years off my loan. A 30-year mortgage under 4% is historically great but now you can probably get under 3%! One downside of this credit union is that ATM machines sometimes go down during the weekend and the branch sometimes has weird hours during December without giving advanced notice. Guess the workers here need and deserve holiday breaks like the rest of us! Although most members are current or former Chevron employees, membership eligibility is actually a bit broader- check out their website!
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May 2019 by Bob Strong
This could have easily turned into a bad review. I applied for a car loan and some how was ignored by my loan rep for weeks. I made one last call to the San Ramon branch and Catherine Valerio reviewed the file and immediately took over. Within 90 mins my loan was processed and funded. The rate was also very competitive. Thank you Catherine
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July 2018 by Jim Wray
The directions to this location are wrong. They lead you to 6101 Bollinger Canyon. Totally wrong location. See attached screenshot incorrectly showing that this branch is located off Bishop Ranch 1. There is nothing there. Your location is actually inside Chevron Park off Chevron Drive.
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March 2018 by Chris S.
You can get decent rates. My 2 stars, and arguably 1, is for how bad the online systems suck. Whoever does their IT and systems work is 3rd rate. They are poorly thought out and feel 10 years behind the times of user interfaces. You end up having to make phone calls more often because the tools don't always work. Like password reset. It's like the have mimicked common interfaces, but are not that thorough with actually using them much to work the kinks out. Seriously review and maintain your phone system!!! Stop offering functions that don't work. "Press 7 for dial by name... That extension doesn't work". "Press 4 if you are not a member 4... Enter your social security... Enter your ATM card number". What is that? And yes I'm using any menu I can to get to someone.
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December 2016 by Paul Barker
Nice tellers. Efficient. Hours are very short since they close at 4PM. 2 ATMs available 24x7.
