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December 2023 by Justin
I've been a customer with UFCU for over a decade with all types of personal, business, and loan accounts. I never thought I'd write a negative review for them. Until very recently I would have had nothing bad to say. But the customer service recently has been horrendous.I've been trying to reach them on the phone for weeks to dispute a fraudulent $1000 charge and it's been nearly impossible to get in touch with anyone. Last time I called there were 78 -- SEVENTY-EIGHT! -- people on hold in front of me. How is that even possible? That would have been hours on the phone waiting on hold. I finally got in touch with someone today after a 30 minutes wait and apparently I might not be able to get the charge removed because it's supposed to be filed within 60 days (today was 61 days). Absolutely ridiculous considering I've been trying for weeks!One last thing. In all my years with UFCU the customer service has been great and I've always spoken to a local UFCU employee. Today was the first time I spoke to someone in India who was clearly not an employee of UFCU. She was clearly outsourced from a foreign call center and because of the communication/language barrier I had trouble getting across the relevant info that she needed to file the dispute.If this charge does not get permanently reversed I am closing all of my UFCU accounts and taking my business elsewhere. And that's too bad considering I've had a great relationship with UFCU up until this point. This is the type of service I would expect from a big national bank, not my local credit union that I've been with for over a decade. Absolutely unacceptable.
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December 2023 by Dee R
This is why I love UFCU! The fact that the company sent an email today was amazing. I just want to say hats off to you (UFCU Employees) if you’ve endured long lines or angry customers while working this last week. Based on the email sent to customers, it sounds like the staff also had to deal with challenges outside of their control which is never fun. That you all for everything you continue to do to serve the community! This is an example of a true member lead organization! I love UFCU!
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December 2023 by Legendary Cuphead
This bank don’t allow 3rd party verifications such as plaid, ninja, etc. I’m needing to verify my direct deposits and the company that is wanting to verify uses the 3rd party app and basically it’s an electronic bank statement to current date. However, this is the ONLY bank that will not allow me to connect to my account so I can provide the necessary items. Talk about non advancement. Don’t let me give my opinion on the new digital online banking platform, basic that’s all I’m going to say. I wish I took more time to research before leaving my other credit union to come here.Here it is 12/1/2023 and the online website and mobile app is not working. Can’t log in to do anything with my money. Can’t log in to transfer money or check my balance. Don’t know how much money I have can’t the online and mobile app is down again. This ridiculous . Now you get 1 star.
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December 2023 by Laurie Davis
Carrie Bruce . So glad we met you today ma'am! Thank you for making our visit both easy and helpful! Your good energy suits you well..
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December 2023 by Mike Myles
Leaving UFCU after 8 years because of ongoing disastrously managed online and mobile banking system migration. Payment information was lost, features are no better than the system it replaced - often far worse, and now outages have resulted in payments not processing. UFCU are now scrambling to cover fees charged to account holders for invalid insufficient fund charges. CEO Michael Crowl emailed an apology to members finally admitting, "there have been challenges as we transition to the new experience." You think!!!? Understatement for an inexcusable fiasco that's been going on for weeks and looks likely to continue.
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November 2023 by Mandie Pitre
OMG! Who designed the new APP? A three year old???The new app is absolutely a train wreck. The idea of an app is to make transactions and communication efficientEveryone is having to GO TO the bank in person to access the app.THEN there is ZERO contact info on the app. There is No way to chat, send a message. There is not email or even a phone number anywhere on the app.You cannot even access your account number on the app anymore. ALL of these things you could do on the old app.The ONLY things you can do from this app is check your account balances, transfer money, and lock your card.THATS IT! It’s completely WORTHLESS!!!!The decline in accessibility has me question my membership.
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November 2023 by Chris Foito
I’m a huge credit union fan. I have a business account here where they did not change my name though I submitted the form months back. It has caused endless payroll issues. No one answers their phone. (As in the wait time is currently 54 people ahead) I have been trying for weeks to resolve this issue with no luck getting someone on the phone. At this point I will be closing my account. If you have a business stay far away from this credit union.
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October 2023 by Ally K.
Used to love this bank. Now it SUCKS! They updated their mobile app and online banking w/o warning, and botched the transition so completely that hundreds of customers were left without access to their accounts. To correct the issue we had to physically go to the bank and stand in line for their employees to walk us through their new broken, convoluted system. I just left there & the place was swarming with pissed off bankers. I thought a credit union would treat its customers better.. but for this much hassle and stress I may as well belong to a big conglomerate. Totally inept. I certainly don't trust them with my money anymore.
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September 2023 by Sam Cece
Very pleasant and easy experience and I got what I needed. Simon is a friendly, knowledgeable banker that helped me get my paperwork finished and on my way to tackle the rest of my day.
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August 2023 by Heather V
It's a convenient location and the one human I've ever seen physically work there is super nice. However, trim the trees outside so you can actually see the sign to the entrance of the bank so it isn't a sudden turn as you approach.Also, what happened to meeting with a teller face -to-face? Why is all the banking done over a screen now? I can barely hear them, and doing transactions virtually while physically on-site inside the building is so impersonal.
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August 2023 by Steve M
Great bank to get low interest loans, HOWEVER, having a business account here is a nightmare. The online system is as modern as VHS, flip phone technology. My biggest gripe is calling on the phone to talk to someone. You have to go thru several prompts and by the time you to the fifth department, you finally get a department for right handed customers. Too long to get anything done.
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July 2023 by Heather B
It's a convenient location and the one human I've ever seen physically work there is super nice. However, trim the trees outside so you can actually see the sign to the entrance of the bank so it isn't a sudden turn as you approach.Also, what happened to meeting with a teller face -to-face? Why is all the banking done over a screen now? I can barely hear them, and doing transactions virtually while physically on-site inside the building is so impersonal.
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July 2023 by Ethan
Their ATM ate my cash deposit, and nobody here can just open it to refund my cash. Separately, the wait is over 40 minutes for help with a wire transfer (still waiting)UPDATE: just returned today to deposit coins. The coin machine is down. Again.
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June 2023 by Parker Slater
I think everyone that works in that branch are rock stars. The gentleman who helped me twice in a matter of two weeks from where my account had been hacked, went so far out of his way to help me, not only was I so impressed, I'm gonna open this new business we are doing into an account at UFCU. I can't say enough great things about that branch or the gentleman who helped me except to suggest you make him a higher management trainer for branches on how other employees can make a customer feel important and special and that they do matter whether they have 1 million in their account or 1 dollar . I am grateful that real deal customer service does actually exist in a time where I mean literally I question why I'm even in particular stores and usually will drive 25 miles if needed out of my way to take my business elsewhere just for the simple fact customer service has fell the the waste side. It's good to know the people at that branch actually do care about their clients . For that alone, I've already mentioned the same thing to around five of my friends who have big mouths like me and I know won't be able to keep it inside and the story I just told you will be repeated several times.
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May 2023 by Natalie Castro
Love how the service up front ask if help is needed and never had any issues with explaining what I would like to be done with my account or money wise.