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August 2023 by Lee F.
I had given a glowing review in the past, but a longer experience with this hobby-like credit union gave me new insights. We were moving, so we had saved the thousands of dollars that it would take, which sat in the bank for a bit. The moving day came, I withdrew $550 for the trash hauler who removed the cast-offs from 13 years in the same home, and the discards because we were moving into 1/3 the space for twice the money. (ah, Portland!) At that time I changed our address to the new one at the bank with one of their friendly staff. And we chatted about moving... I used our debit card to pay our first and last month's deposits online to a local company. When it came time to withdraw money to pay the movers, our card had been put on hold. Apparently, the bank had never imagined that moving would require many transactions, none were sketchy, and all were normal expenses. But they were nervous...and do you think we received a notice that our card was stopped? No, it was a delightful surprise. Do you know what Trailhead doesn't have? Any weekend or after-hours customer service at all. So here we were, trying to pay the movers that we hired to load and unload our rented van, and we could not use the debit card to withdraw cash. So here I am, desperate to pay these very nice men, but I have no, absolutely no recourse at the bank, I'm stumped. Then I, already dead tired, have to get on the bus, transfer to another and attempt to buy a money order at Fred Meyer. Much to my relief the transaction went through! But because they expected cash, and were leery of what to do with a money order, I gave them $100.00 dollars extra. Being a customer at this "quirky Portland Credit Union" ended up as a shit show, filled with drama and stress, on a very stressful day. If you ever anticipate the need to contact your bank about anything, outside of their business hours, Trailhead is a horrible choice of banks!
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August 2023 by Beverly Jackson
Late June prior to taking a trip , I went into this location to do some banking.I normally use the Mississippi location but this one is close to my job.I was being helped by an agent who explained to me what I needed could not be done.As I continued to ask questions of this young man a particular teller whom I’ve chosen to avoid because I didn’t like his energy when servicing me in the past decided to interject , rudely , I should say .I politely asked him not to interfere in my conversation. Needless to say a unhealthy verbal exchange occurred with us both being rude .However, this is a verbal exchange with him safely behind his counter and me heading for door.Well this young man felt it was appropriate to come from behind his counter with Mase and point it directly in my face and threaten to spray me .I am a 62 y/o black female , surely he did not feel threatened by me and if he had he would have stayed safely behind his counter , but his goal was to intimidate and scare me .Of course as a black woman, I deal with racism often .What upsets me the most is I reported this incident well over 6 weeks ago and have yet to be contacted , even though I inquire about it every time I go to the Mississippi location .I have avoided a location that is most convenient to me because their Customer Service manager either agrees with their tellers behavior or I guess I simply don’t matter.What ever it is , no one has ever followed up so I guess my only option is to find another bank .
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July 2023 by Susan Pedersen
Amazing!!! We just bought a house and Lou Xavier was our mortgage officer. She was outstanding in every way. From my first contact with her she was friendly, professional, knowledgeable and very personable. I’ve bought a dozen houses in the past and never have I had such an easy, smooth transaction. It was unbelievable. We are delighted with our home and so happy to be pleasantly surprised by a process we absolutely dreaded going into. No reason to fear! Thank you Trailhead and a special thanks to Lou!!
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July 2023 by Mr. C0de
Bank is located in very unsafe area for customers. I would not recommend this bank to anyone. You just need to go to China town branch and see it for yourself. Not that longago we have big tent next to ATM machine witch makes doing any business with bank very unsafe. My two cants for this bank that obviously don't care about their customers safety and well-being.
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June 2023 by Julie S.
Awful customer service and incompetent employees. My card expired over a week ago and I still haven't received a replacement card. I have made several phone calls only to be "transferred" then left on hold and finally disconnected. This is the third time I've waited for a new card past the expiration of the previous one. There is no excuse for this incompetence, and obviously they have no concern for their members.
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June 2023 by Saleke T.
Olde Towne Branch Karla Bravo Rayon, Awesome!!!! Very detail oriented and is member focused. She helped guide me through my car loan with ease and the process was painless. This Credit Union is "ONE OF A KIND" they are definitely not your average "Cookie cutter" Bank. I feel comfortable and welcomed by the staff. They treat you as a member and not an account number. The decisions on loans are made locally so you don't wait forever to get a decision. You are treated more than just a credit score as you build your relationships with them. The staff has a tendency to actually know you on a first name basis! Thank you KARLA for assisting me with my financial needs and only offering products that you think would be beneficial to me rather than just trying to sell me on things I don't. That's very respectful!!! Keep up the good work Karla and Trailhead Credit Union!!!
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April 2023 by King E.
If I could give zero stars I would. I have banked with Trailhead for almost 10 years. I hit extremely hard times with a job loss and unemployment messing up; going 5 weeks without income. I called TCU and told them my situation weeks ago. I check my account balance and they charged me $570 in overdraft fees despite having no money in my account. Most of the fees were for the same overdraft charge, over and over again. I finally get a hold of someone today and I have never been treated so poorly in my life. As if my situation isn't hard and embarrassing enough! The manager at Old Town (he made sure to let me know he was the manager! ) spoke down to me, spoke over me, "excuse me , but you need to be accountable for your own money". I was in tears. They wouldnt let me close my account. Then they wanted me to magically show up at their Old Town location (which has limited business hours!) so they could "try to work with me". When? I work m-f in Vancouver, WA. What happened to empathy and compassion for people? What about equitable practices? Might as well be banking with another large corporate shady financial institution.
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March 2023 by Yony Avendano
My first time attending here at Trailhead! Huge thank you to Karla Bravo! She made it clear and easy for me to understand.
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February 2023 by Rafe Hazza
I have been banking with trailhead in downtown Portland for approximately 4 years and I wish I alway banked with them. From the managers down to tellers, they are the best people ever. They are always very helpful, personable, kind, and sociable. I would not change to any other banking institutions as long as I am alive.
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December 2022 by Peg Burn
They are ALWAYS personable and professional, they remind me of TRUE customer service and support. They only want the Best for each individual customer, who is treated like family (the good ? kind of family member). Very nice and happy as well as very concerned about a person's confidentiality, assistance with ADA accommodations whenever requested or anticipated. The only "down side," so to speak, is that they only operate during old fashioned "banking hours," of 9-5, m-f, closed holidays, etc. But, when you personally phone (ie, no 'bots,') or appear in person, you get REAL people, without long lines, possessing wonderful attention to you and your needs, consideration and appreciation of your time, effort, etc, and if administration requested, they're there immediately, present (calm, hopeful, professionally assuring that they are able to resolve the facts) and prepared to resolve issues, whether you are a very poor or poorest depositor, or the wealthiest person in the town, ALL are treated with equinetal kindness, humanity, patience and many other possible positivity, warmness, and etc that I could bestow. I love them! Which is difficult....., especially with all the businesses blaming the lack of staff on political issues, not enough credentialed que staff (in person or over the telephone), ques as long as 17 hrs, over the last couple of weeks (I timed it) for other businesses. Ridiculous!!!I've yet to meet a disgruntled employee that takes it out on me at Trailhead. ?, As this is the overall month of gratitude, I pray and applaud all of you for your fabulous service, in an age of extremely poor customer service and/or rude customers who inappropriately take it out on all of you, rather than the company or whatever created their system of tyrant behavior, who knows, but by all means, may this review encourage your tough COVID months of cranky person's confidentiality become more amiable and GREAT FULL!
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October 2022 by mash2vhK
I have been going there since 2014. They welcomed me after I was told by a bank I was not their type. They have been friendly and helpful ever since. They granted me a loan when I really needed it. Efficient and professional, the Branch I use is in a quiet part of Portland opposite the Chinese Garden.
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August 2022 by John B.
Lou and her crew are the best! Great follow-through. Very personable. Their customer service is exceptional.
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August 2022 by Walter G. Nino
Working with Elliot was a pleasure, not only is he extremely professional, he is courteous polite understanding and extremely patient explaining each step of our process. And for old people that's extremely important.Trailhead Credit Union is very fortunate to have a quality employee like Elliot. We truly appreciate it working with him he made our life so much easier.I'm not sure it's appropriate to say this but I'm going to anyway, God bless you Elliott you're an awesome person, and a great resource for trailhead Credit Union.Barbara and Walter Nino
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August 2022 by Jay Briones
I have been with Trailhead now since July of last year. Elliott in member services opened my account for me and is a great asset to the credit union. He not only opened my accounts but took the time to explain what the credit union membership offers and let me know that if I needed any help at all to just reach out to him. He has gotten back to me promptly time and again and genuinely cares about the members!! Way to go Elliott!!
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July 2022 by Lawrence Webber
Always a perfect experience! I go to branch bi-weekly and it is always a pleasure, no matter who is working. Thank you for small town customer service a rare find these days
