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November 2023 by Vanessa M
To me these reviews are insane. I will never go anywhere else for a loan then Freedom First. We got a home loan to pay for some major repairs needed and it was such a quick and easy process. We worked with Lindsay Guthrie who I have to say was the friendliest and most caring person I have ever dealt with. She was so excited for us and truly cared about what we needed. She kept me updated on every step, called if she needed anything instead of sending some email I couldn't understand and when it went through she was adsolutely the best person in the world to hear it from. She was so excited when she called to share the news. No other bank cares that much. The thing I could not believe that made me say I will always use Freedom First was what happened after we signed the papers. We had remarried and had a trip planned to Florida and had a little bit of that we were taking with us. The girl that did our signing told us there would be a hold......ok, it would be a day or 2 without it, we had a little we were taking. When the money became available there was a problem, we didn't have a Freedom First checking or savings account to transfer it to. I was so upset. What do I do now that the loan process was over so Lindsay did her job but called her anyway and begged crying for help...Lindsay literally worked with me for a couple of days step by step on what I needed to do. I went from being destroyed thinking this wonderful honeymoon was over back to everything working out smoothly because of her. She worked over just to help me. So, anyone giving negative reviews I don't understand. We have 2 loans now and the people have been incredible. I am opening a checking and savings asap and wish Lindsay could be in charge of all of it. Her love for her job and the people she works with exceeds everything I ever expected. Great job Freedom First. Keep up the good work and keep Lindsay Guthrie around because if it wasn't for her I would have been lost. I even sent her pictures from my trip!!!!! BANK HERE!!
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August 2023 by Zach Page
Absolutely no customer service over the phone when talking to men - go to your local branch in person for assistance or ask for a female rep - the male reps you speak to will be useless - the children this credit union employees are just beyond me - Don’t hire childlike men to mess with people’s money.
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June 2023 by Bill Light
Friendly professional people work here.
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April 2023 by Mike M.
Terrible service. Had money "disappear" from my accounts. Avoid this bank at all costs.
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March 2023 by Terri Wise
So glad I switched to Freedom First! Nothing but the highest praise for their customer service staff. Efficient and quick to solve problems or provide answers or instructions and their online banking service is primo.
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September 2022 by Sherry Eckert
My complete account number was emailed from the credit union to my personal email account that was not encrypted.
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April 2022 by Neela Chloe Milliken
Poor security. Lets you register an email address without verification, and immediately starts sending a ton of private/sensitive information. I don't use this bank, but have enough details to take over this poor person's account. I had called customer service, and asked them to remove my email address... however received yet another email with sensitive information this morning!
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March 2022 by Lisa L.
As a Freedom First Member for 15 years, I am sorry to say that the past 2 years, the service and customer service has drastically changed for the worst. I have had several transactions handled incorrectly, even after going inside a branch. (Not telephone banking). Transferred money - went to the wrong account- Deposits - going to wrong account It seems they cant get it right! Then it takes them 24-48 hours to correct it. I also have the app on my phone. Trying to send them a message is worthless. Changing banks as soon as I finish my research on other banks. I am so tired of having my money handled unprofessionally and inaccurately!
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November 2021 by stemtb89
Far better options in the Roanoke Valley. Moved my money elsewhere and my only regret was not doing it sooner. I get sent spam mail continually from this place even after closing my checking account and moving to another credit union.
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July 2021 by David Deel
I read the reviews below and was really surprised. My family has been a member of Freedom First since the beginning, when it started out as Roanoke General Electric Employees Federal Credit Union. Through these years and all of the changes, we have not been able to keep up with the employees as all of them have changed throughout the years. So this has nothing to do with knowing people who work there. Our needs have been met every time I go to the credit union or call them on the phone. There have been a few times I have run into federal laws that have prohibited me from doing things with my fathers account after my father passed away but that was not due to anything the CU could help. As a matter of fact they bent over backwards to help me get through all the frustrations, took the time to explain everything I needed to do and assisted me the entire way. Appointments were easily made and always prompt, and getting through to the local office has always been easy as well. My mother still maintains her account there and she threatened me with bodily injury if I move her account from the CU, and at 89 she can still follow through. I have no doubts people will have issues from any bank, especially during the covid times, but I look forward continuing the relationship we have with FFCU.
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June 2021 by Chelsea Starkey
Freedom First will not protect your money!!! Any dispute fraudulent and not fraudulent, they never can get you money back!! And then they try to act like you are tryna scam the bank!!! Their customer service skills are beyond unprofessional!!! I had to get to the point I’m just going to have to move my money I can’t take it anymore!! Then the department is processing any paperwork is never the people you talk to!! I have work with tooo many third party companies, just tryna keep a bank account.
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June 2021 by Brendan B.
Would never recommend to anyone, debit card gets blocked for no reason... sometimes even ATM withdrawals trigger the card being blocked; and once your debit card is shut off it is a very hard process of getting it turned back on & you have to wait until Monday to do so. Also they eat up fees through pending transactions even if your account has money to clear some of them and they never give any fees back. Go somewhere that cares about their members and that is ACTUALLY for the community
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May 2021 by Nadirah Wright
I continually heard a recording saying either my wait time would be approximately eight minutes, all team members were assisting others, my call is important, team working diligently to assist me, etc, etc, I have been holding for an hour and a half. I just had one question. Still holding. Still same recording.
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April 2021 by Ryleigh Coltrain
The first lady I spoke with was unhelpful but the next guy was actually nice.
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March 2021 by Sean Sarver
Terrible customer service. I tried calling for help, but no one ever answers the line. I was on hold forever. No excuse for them being so bad to their customers
