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November 2025 by Amber Lee
I have been a customer since moving to NM over 10 years ago, I loved this credit union. I loved how efficient they were. Over the last 8 weeks, their customer service has sunk. I can’t use my debit card, I had a full cart of groceries last night and it declined, there are funds in my account. I checked my account to verify. I have been trying to call to speak to a representative, I called the location in Albq off Montgomery, I called the location in Enchanted Hills, currently on hold with the St Michael’s branch. I’ve been on infinite hold with each branch while trying to see what is wrong with my debit card. The St. Michael’s branch automated told me I was first in the que to speak with someone and gave me an estimate of 12 minutes before someone will answer. Mind you, I’ve already been on hold for 32 mins and counting combined (3 locations). I cannot go into a branch as I’m at work and they are closed now on weekends. Saturday was perfect for us to go in for any assistance but that isn’t an option anymore. I hate to close a long standing account, but this customer service is horrible, our time is not valuable to this company.
**update**
Apparently, the bank teller I spoke with in person canceled our debit cards when ordering our replacement cards as our cards were to expire at end of the month. Simple mistake, but caused major inconvenience and the long wait times to speak a person is simply not okay. Will for sure close our accounts and move to Nusenda Credit Union. Nusenda has amazing customer since as I finance a vehicle there and they are always available to assist even at the last minute before closing at 6pm. I can commend Monique for doing her best to remedy the situation, she was kind and worked hard to fix things. :)
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October 2025 by Travis Dutton-Leyda
Ever since SECUNM rolled out their new website about a year ago, everything has gone downhill. The rollout was completely mishandled, they could have easily communicated with members ahead of time, explained what was changing, tested with focus groups, or at least provided training or FAQs. Instead, they just flipped the switch and left everyone to deal with the chaos.
The new site is clunky, unreliable, and constantly breaking, often at the worst possible times. Who plans system maintenance over a three-day weekend when people are traveling or trying to access their accounts?
Their customer service is just as bad. The phone system is a mess, it loops you around endlessly, disconnects you after long waits, or lands you with someone who doesn’t have the tools or information to help. When you finally reach someone, they’re often as frustrated as you are. There’s no coordination, no accountability, and no real concern for members.
To make matters worse, after applying for a loan through their website, I started receiving multiple scam and spam calls every day. Either SECUNM is selling customer data or there’s a serious security flaw in their system, neither is acceptable.
We’ve been loyal customers since around 2008, with multiple loans and a significant amount of money moved through this bank over the years. You’d think that kind of loyalty would matter, but it clearly doesn’t.
At this point, we’ve already identified the new bank we’ll be switching to. The plan is to establish our new accounts, move over direct deposits, update all automatic payments, transfer funds, order new checks, and notify every vendor and service provider. And honestly, all of that is going to be easier than dealing with this bank any longer.
SECUNM needs to take a serious look at how they handle technology, communication, and customer relationships. Until they do, I strongly recommend banking elsewhere.
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October 2025 by B E
Who thought it was a good idea to do an upgrade the weekend before tax extensions are due? I can't sync our business account with QuickBooks, and now I have a lot of extra work to do.
We also couldn't see our personal account balances until this morning. Shame! This is the last straw for us. My husband has seen how this bank has constant issues, and mine (USAA) never has problems. We will be taking our business elsewhere.
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October 2025 by Big chief
Worst bank ever, same as there customer service, and their percentage rate...
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October 2025 by Stephen Herrera-Luna
This was my first bank from when I was 15 years old. I haven’t had issues until this last year when they’ve had to do updates to their online system. When the mobile banking is down from Friday at 2pm into the morning of the Tuesday following I figure ok I’ll go check the atm. ATM’s couldn’t even give me my balance all weekend. I called in for an agent and she said she couldn’t give balances until the update is done. Be better SECUNM. I’ll be coming in this week and switching to a new credit union. Anyone who banks with SECUNM should reconsider immediately. Good riddance.
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October 2025 by Nikki A
It’s the bank itself I don’t like. They aren’t open on weekends, and If I get paid on a Saturday or Sunday I will not receive my money until 7 or 8 in the beginning of the week. They do system updates and I can’t even check my account unless I go to an atm and that really bugs me because it last like 3 days. I’ve had a lot of issues. I wish they could see how that is inconvenient for some users. I don’t want to switch but might consider it, if this doesn’t change.
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September 2025 by Edmundo VALENZUELA
35 years and counting....
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August 2025 by samara graham
I have had two auto loans with this bank. I learned when I paid off the first loan that this bank’s system is set up to understand that a balance of zero means the loan is paid off. I had to go into the bank and get them to manually shut the account down. And because I hadn’t made payments on a zero balance account it got reported to credit agencies.
So when I paid off my second car I went into the bank and paid off the balance. Requested the title and mentioned how the last car I got flagged as being delinquent and to please make sure their system saw this loan as paid off.
I got a email this last weekend that my account is delinquent and have reported it to credit agencies. To say the least I won’t be recommending this bank to people.
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August 2025 by Pat Garcia
Every time I try to call this bank To get help.You can never get through the lines.
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July 2025 by Jasmine Ethington
This is the worst financial institution I have ever worked to date. From the customer service to the online services for loan payment, if I could rate this below a zero I would. Please do your research before working with this credit union. Keep records of all your payments and running balance each month. You are not able to access your loan balance online, which makes it extremely frustrating and unprofessional. I would never recommend anyone to work with this credit union.
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July 2025 by Jill Nohl
I would give 0 star if I could. This is the worst bank I have ever used. I had to take off work to go into the bank because the phone never gets answered. I get there and phones are ringing and nobody answers the phone. I proceeded to watch employees stand around and talk but not answer the phone and helping their customers. The worst customer service. They also said the online banking doesn't show true amounts. What kind of banking is that?
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July 2025 by Sunshine
Michael 👍👍
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May 2025 by Genia Miller
They have the worst customer service. I do NOT recommend doing any business here. Plan on being on hold for hours when you need to call to make a payment or handle any items. My elderly parents received a loan through this CU. I handle all of their bills to help them out because they do not understand any technical/digital aspects. This CU makes it so difficult to pay online or even over the phone. I have had to wait for so long and then they require detail after detail just for me to give them money to pay my parents bill. One time they even attempted to get my social and personal info so they could make me financially responsible for the bill to just be allowed to pay it. Such a hassle. I’ve never had such a difficult time trying to get my parents bills paid on time and then so many additional charges. This is the ONLY payment of theirs that I must write out a check, address, stamp and mail weeks ahead to guarantee there is no discrepancy. I understand it is petty on my part but archaic on theirs. Please figure the ways to make things more convenient in this busy and stressful world.
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November 2024 by Joe Eee
Long time member. Now experiencing extremely POOR customer service and shoddy follow up. No one there is paying attention.
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October 2024 by BROKXNLXMONADX
I had Jovanna helping me with some issues with my account and she was an absolute angel and helped me more than I was originally called for and I would definitely like for her to see this i called on the 18th of this month I also hope i spelt her name right
