Let's get to the point: They're a local credit union that lacks the capability to effectively serve their clientele. I was a member for 4 years, who never really used their services: didn't do much and never got much in return. When it comes to finally closing my account, I went into their busy office on a Saturday (maybe one nice amenity, which didn't matter because they were packed...hour wait) as they had requested because in order to close an account with them you need to show up in person or write a formal letter. After driving 30+ min out of my way to reach this branch, they shuffled me between a teller and account coordinator who were obviously unprepared to handle my request. I had a remaining account balance on my credit card of $80 which I paid off in office and a remaining savings balance of $25. While trying to attempt to apply my savings balance to the rest of my CC balance, the staff explained how they were unable to complete the request: In essence, I would have to pay off the balance then call in again to receive my $25 via mailed check. Logging into my account that is no longer active today, I see how the $25 has miraculously vanished as if I was paid the amount in full when I closed my account...hmm...civil robbery...I think so. Don't waste your time here, you're better off with a big bank that has economies of scale and can actually serve its clientele. Sincerely, Another pissed off customer read more

I've been an Elevation customer for years. Their communication is horrible. Maybe I'm outside of their system, but it seems like they have to issue a new debit cards every 6 months with no warning. The only way I'm ever notified that they've done so is by having my card declined while trying to purchase something- embarrassing to say the least. I've had replacement cards never arrive, or arrive days after my card was deactivated. Needs improvement. read more

Same situation as Lisa S. Received an extremely generic email about a "notification" on my account a number of days later. By the time I looked at the account I had racked up close to $600 in fees and only spent about $250. Extremely poor customer support and would only refund $93. Being on a college campus it is obvious they are preying on college students who are just starting to manage their own finances. This type of predatory behavior of charging more than double the amount should be a crime! Shame on them!!! Update-- I am not sure why, but they have credited my account of the overdraft protection fees. read more

My wife and I recently opened up new personal checking and savings accounts at the 1079 Hover St Elevations Credit Union in Longmont. When we walked through the front door we were politely greeted by the Branch Manager Kylene Meyer, who made us feel very welcome at her branch. We explained why we were there and she arranged to have Sasha (Senior Financial Solutions Guide) take good care of us. Sasha is remarkable; she is professional, personable, thorough, and is extremely knowledgeable in her field. Our accounts were opened without any issues and we had a wonderful experience working with Sasha. She demonstrated her unwavering commitment to providing the highest quality customer service throughout the process and by making this an outstanding experience for us. Based on our interactions with Sasha, the front desk personnel, and the tellers, Kylene has put together a solid Team of professionals at this branch. read more

I have received not one, but two phone calls from Brian concerning my review. I would like to say that his patience and willingness to hear me out and treat me as a human being really...REALLY...made a difference. I didn't feel fluffed or like he was talking just to appease me, I feel validated and appreciated. This is huge. He spent a half hour on the phone with me and answered every question professionally and courteously, which is all I needed in the first place. I so greatly appreciate Elevations' attention to their reviews and wanting to help whenever possible. Like I said to him, I'm not looking for leniency or sympathy, only a kind voice and maybe a laugh or two while I'm making my late payments XD. Things happen, life sucks once in a while so having a listening ear can make or break someone's already rough day. Prior to last month I had always had great people on the other end of the line, and today's interaction helped put me back into a good place with ECU. I have added 2 more stars and will amend again soon once the changes proposed are held up on their end. Thank you so much!! read more

As an update with this process with the company it is still absolutely horrible. Our loan is going to go through and if it wasn't for not wanting to get another hard inquiry on my credit report then I would have dropped this company a long time ago. Communication is still horrible even after confronting the company about it. Every two days I get a new email for them asking for a document that has already been given to them. It just feels like they have no idea how to even go about the loan process or how stressful it is for the customer. read more

I try to support local banks, but have had a few disappointments with this bank. Their web page can be quirky doing things like changing your address. (typical of a smaller company not putting enough effort into their online banking) They do that annoying bank practice of sending you unsolicited checks in the mail offering to let you "transfer balances". Another annoying thing was their mortgage guy called my cell phone to solicit my business while I was at work. The jury is still out in my mind whether I want to stay with this bank... read more

I love this place! They are always so helpful! I never really have to wait too long. A great place to bank!

Best of the Worst. Initially I had a great experience with ECU. Then came the mistakes on their end that started costing me money. Their mobile app is a joke. Your account balance is often completely wrong, and they give out $31 courtesy pay fees like candy. But here's what did me in: A blizzard last month took down their entire company for a day, making it impossible for me to transfer money from savings to cover an incoming cost to my checking. Boom, 3 overdraft fees because I had charges put me in the red even though their system was down....sketchy. A call the next day got them to reverse 2, but I was still suck with one because of their mistake. Yesterday, I have another incoming charge that I need to transfer from savings to cover (I keep my checking low to discourage myself from spending) so I try to make a transfer within their app. I'm told the app stopped working and I can't do anything. Fine, I'll call tomorrow and explain. Today I called and asked them to remove the numerous fees that had accumulated due to their app failure. I come to learn that the reason the app failed is because I tried to make a mobile transfer after exceeding some federal mobile transfer limit....which I was never warned about. The lady tells me that, due to that, and the reversal of last month's charges, that she can only offer my $7 BACK... So let me get this straight. 1. My application was frozen, prohibiting me from transferring funds within my own account 2. Due to this, several pending charges landed, sending me into the red, causing overdraft fees 3. When I called to explain that I was never warned about this Federal law, they said it wasn't their fault. 4. Even though the reversed last months charges due to their own error, they "could only offer me $7 back" because they already reversed it last time for me and there was a warning about the federal transfer limit buried somewhere in the fine print of the paperwork I signed when opening my account. So, due to some federal transfer law, which I was never warned about during numerous app transfers, I have now accumulated several overdraft charges which they will not reverse because they already reversed one last month for me (CAUSED BY THEIR COMPANY BEING DOWN) and because I should have known about the transfer limit from the fine print........ The last thing the lady said to me was "At least we're not Wells Fargo", citing their atrocious customer service and extortion..... So I conclude, Elevations Credit Union is truly the Best of the Worst. But hey, at least they aren't as bad as Wells Fargo....AMIRIGHT?!?! I'll be closing my account after work and finding more review sites to spread the word. read more

The bank has started issuing 6 digit account numbers that are identical to five digit account numbers, plus the final number used to distinguish checking from savings. My old account, 12345-0 indicated a savings account. now somebody with the account 123450 can and has taken money out of my savings account. This is a very irresponsible system of allocating account numbers. I have suggested a solution, but no one has responded. I find this very irresponsible, and do not like having money taken willy nilly out of my accounts. it has happened twice, and is a serious pain to undo. read more

I have been with Elevations for almost 6 years now since I went to college at CU. I recently applied for a car loan and have had the worst customer service experiment. It started off fine when I called to apply for an auto loan, however I was initially offered a 10% APR, which quite frankly insulted me. I have an excellent credit score that I have worked hard for and I have not defaulted, to put it in perspective Colorado Credit Union offered me 3.2% off the bat. I don't know if it is because I am young or that Elevations is used to taking advantage of college students but that was ridiculous. Moving forward, my Loan Officer, Elizabeth Price, was supposed to contact me about the loan the next day, while I know things are crazy due to Covid, it has been almost 2 weeks and I have yet to hear from her. I emailed her and called her directly to leave a message and still haven't heard. I wanted to give Elevations a chance to explain the high rate and give me a lower one, but at this point I think I am going to completely pull out of the bank. This has been a miserable tedious experience and if you want any kind of decent customer service go elsewhere. read more

I have been with Elevations credit union for many years. I travel a lot and atms that are credit unions are everywhere. I recently needed some banking help and Phil Smith was amazing. Quick and efficient and he pays great attention to details. The branch downtown boulder is so friendly and welcoming and they help with any banking needs you might have. I'm glad we have a great credit union in town read more

After 20 plus years of banking with this credit union, I will be closing my account. I will also be encouraging my family members to close their accounts as well. Terrible customer service! They have very few branch locations should you have a problem that you want to talk to someone in person about. They rejected a Christmas check from my Grandmother that I have been receiving (and depositing in their bank) for the past 10 years, and OOPS! Never told me about it. I never received an email, phone call, or notice in the mail. So, thinking I had "x" amount of dollars in the bank, I paid some bills. They just let the courtesy pay fees build and build.... read more

Tried to deal with them for recent insurance claim where they had to sign off on the insurance check for our roof. They claim that they needed a full report and then they need to send the check off to a different office and then mail back to us within a couple of weeks! People are trying to pay their contractors with these checks. I should have been able to go in and get a signature in about two minutes, not two weeks. For context, our friends/family at other banks have been able to get sign-off same day. read more

Getting my house loan was an OK process, though the assistant was flaky. Called to transfer an automatic payment from one checking account to another back in October, and just noticed that the last three months the amount has still been coming out of my account. If they can't even do something as simple as change over what account an automatic payment comes out of, I'm not sure how I can trust them with other financial responsibilities. read more

I shouldn't write a review while angry but, they've done the same thing to me twice. I go in there for a loan, sit down with a loan officer, input my/our info. Pull our credit (both A+ over 740), debt to income (both lower than the 45% for preferred), I've been at my job for more than 3 years, reasonable rent payment, no defaults, etc. the loan officer says "I see no reason that you won't get it". Next day get a call saying a myriad of reasons why we are not approved. The first was that I haven't been at my job long enough, really? 3 years isn't long enough for a small personal loan? Then it was that the loan would make my debt to income ratio skyrocket from 32% to over 60%? Then it was because my girlfriend/co-signer only has 2 credit cards(that are both in excellent standing and low to zero balances). The excuses just seemed to keep coming as to why they couldn't get us a loan. The customer service from the other times I've been there have been ok, slow but friendly. I don't see what Elevations is offering me over a traditional bank besides my membership fee and a place for me to keep my savings account?!?!? read more

Worst customer service on the planet. I have had a membership with this bank for close to 30 years and just in the last few years it has become pretty much impossible to just access the accounts and perform simple transfers online. I have my accounts and my husband has his accounts and we had a shared account that we used to transfer funds back and forth. They have messed this up three times now to where NEITHER of us has access to the shared account via the online system. This has been going on for months that it will appear, disappear, have only partial access or we can transfer money in, but not out. Complete hassle and all we get are dumb excuses, stupid comments or denials that they have changed ANY settings for our accounts. NOW they want us to both physically go down to the bank and re-apply to be a member. What is that besides the ultimate in stupidity? And, of course, we work when they are open. They won't fix anything without you standing there in front of them even if there is an obvious problem that they have caused. They are lazy and useless as far as solving problems since their mantra is that it is ALWAYS the customer's fault. In the last few years they have repeatedly messed up every account I have with them, and they also had a financial adviser that totally ripped me off by putting my small amount of retirement money into a high-fee and high-risk investment that has been loosing money since it was set up - and I can't exit without loosing bunches more. I feel like they are no longer to be trusted to be honest and are not interested at all in their customers - just making money by ripping them off, making excuses and making it as inconvenient as possible for anyone to do business there. I am outa here. Taking my business elsewhere as soon as I can find someplace else that is not going to fee me to death. I miss the days when credit unions solved problems and did not cause more work and frustration for the customer. read more

Greg Roller at Elevations was originating a loan for my wife and I on a non-warrantable condo. Everything was fine until 8 days before closing before Greg informed me by email that the loan would not go through. They had told me it was underwritten just days before. I had 25% down, and we have credit rates of 792. They cited the reason that their "business department" wanted more liquid assets, which it was clear from the very beginning what my liquid assets were. What an embarrassment. Mr. Roller did email me to inform me that the business lending underwriters have discretion and do not disclose to the loan officers what their guidelines will be in advance, and he asked me for feedback of how they can do better in the future. I'm not sure how you can be in business creating mortgages, telling customers that you meet all their guidelines, only to have an independent department drop everything just before closing. read more

WARNING TO BANKING CONSUMERS! I just closed all my accounts at Elevations. I had a checking and Savings account. I did not use the checking account and had about $150.00 in it (Ithought). So, since balance dropped below $500, they started charging me monthly fees. This exhausted my account balance after several months, and then they charged me a fee that took the balance to -$5.28. They send me a letter stating in effect "we closed your account; destroy your checkcard; and btw, we are reporting your negative balance (which they created!) to a credit bureau. I immediately the day after I got the letter whent in to pay-off the $5 deficit to avoid the credit report, only to find out they had already sent the report to a credit bureau. They also could have taken the service charge from my savings account, closed both accounts and sent me the remainder from my savings account and avoided the report to the credit bureau. But they didn't; they said they needed to keep a min $25 in the savings account and so they sent the credit report instead so I could keep the savings account open. AMAZING!!! Elevations Credit Union IS TERRIBLE In my opinion. BE CAREFUL.. THEY ACT JUST LIKE A CREDIT CARD COMPANY W/ THE SMALL PRINT, FEES AND CREDIT BUREAU REPORTS! IF YOU DO BUSINESS THERE, THE SAME COULD HAPPEN TO YOU. read more

My experience with this credit union was awful. I bought a car locally and decided to go with these guys since they were a local CU and the dealer could easily get things setup for me. Fast forward a few weeks, Elevations never once contacted me through mail, a phone call, or email about my new auto loan, despite having payment due in a week. I tried to call them to log into my account that I had no details for, but they couldn't verify my identity after giving them literally every piece of personal information possible. I had to drive 30 miles from home to their closest location to Denver, and finally was able to log into my own account. Their website was so broken, though, that I couldn't transfer money in to make my monthly payment! I had to revisit their branch and show them on their own computers that it wasn't working. I still haven't been able to make the payment, and will have to write a check in a branch location at the last second so I'm not late on my payment. They have made it so incredibly hard to pay off my auto loan... it's as is they want me to default. I will be refinancing immediately with another bank, just to avoid this hassle every month. These guys are absolutely clueless, and I would not recommend doing business with them. read more

I have been with Elevations for 8 years now first they raise my interest rate for know reason other than they say more rewards ,but we pay for it .....I used them for loans on my credit card and cash advanced till they did this!!!!!!! Now A letter saying they will start charging me 10 a month for not using my services that I can not longer use do to the fact of their credit card change in interest!!!!!!!!!!! EVEN IF I WANTED TO USE MY REWARDS BEFORE ALL THIS NO ONE AT THE OFFCE COULD HELP YOU!!!!!!!! We pay to be members now they are no deferent than a bank or worse . I say eveyone should pull money out of banks and credit unions and lets see how the game turns around! Plus when you close an account you take a hit on your credit report!!!!! That is like holding someone hostage .....Please do not use this credit union! read more

I asked for a simple credit increase on my 10-year old credit card, and was subjected to two days of the intense scrutiny of applying for a home loan to get a decision. The whole process took four days. When I complained about the extremities of their process, I was treated like an idiot by someone named Kim. Please take your business elsewhere... read more

I have a personal checking account with this bank, prior to opening up a checking account I had a checking account for 10 yrs at another bank. I moved so changed I can tell you I have never been treated with the upmost disrespect as well as a banker talking down to me and lying about what I had to say to him. The banker Alex said things like "Your lucky I didn't do this" and continued to talk over me, it was disgusting and demeaning at the very least. It's just plain unfortunate that this bank doesn't treat their customers like customers and not jump to accusations and say things like "I'm right your wrong" I would never treat my customers no matter what happened the way Alex treated me in the last two weeks. If this is how upper management agrees to this type of treatment to their customers then RUN! Alex the whole time was out to prove me wrong without seeking more information and letting me talk. This bank is not out for the customer they are out to take your money at any chance they can get and don't care if they lose you as a customer as there is many more according to him. I began to tell him what else was wrong with my account and he wouldn't even look into it because he said I was a disgruntled customer, that was his way of covering himself if I complained I could see that the moment he said that! I was not angry, I was simply asking to look into it. I was actually scared to write this as Alex seem to me to be a very vindictive person by using words " Your Lucky I didn't ....." No matter the situation and if you dislike your customer you should never ever speak to them in a threatening way! In all my years of banking without issues, it makes me just plan sad that someone or a business thinks this is the way they should treat customers regardless of the issue. read more

I actually look for reasons to visit this bank. The customer service has been great every time and the atmosphere is pleasant.

I've had an account with Elevations CU since 2003. Although my banking needs and services have been met by them for over a decade, I've recently been disappointed with their increase in fees charged to the account holder. They have begun charging to pull funds from savings to checking in the case of an overdraft and they also charge for incoming wires. Although I've needed it a few times, I enjoyed that the automatic transfers to cover checking account transactions was always free when my finances were less stable. Their customer service folks claim that it is a federal requirement to charge the account holder these fees (as well as the incoming wire fee), but when I researched this all I could find on the Feds website is that banks choose when/if to pass along to the consumer (the Feds charge cents for automatic pulls), which Elevations obviously has started to choose this (they never did before about 3 years ago). The incoming wire fee is ridiculous and quite uncommon. I checked with 3 other banks and none of them do this, even some big banks like Chase. I've also noticed a big increase in fancy and frequent commercials advertising Elevations all the time on TV now. My hypothesis is that with their increase in marketing costs, they have increased the costs at their "credit union". Finally, I haven't been impressed with Elevations for mortgage-related services. When trying to complete a refinance, again their fees and interest rate were much higher than Premier Member CU. In a recent mortgage transaction, Premier Members still beat Elevations for closing costs and interest rates. I'll keep my account for now, but plan on moving everything to more of a "traditional" credit union where fees are minimal. read more

We recently obtained a mortgage thru Elevations. This was by far the best experience we have had with a mortgage banker (Cameron White-Ford & staff). They communicated often & clearly, answered questions quickly, kept us updated thru out the process. We would definitely use them again. read more

The bank's online banking system is antiquated, with important aspects not functioning. Even though I had several thousand dollars in my account I was charged two overdraft fees. I thought it would be a simple fix but when I went to ask about it, I was shamed and told that I hadn't been responsible for my accounts. When I pressed further I realized that there was a hold on the checks I deposited even though the checks were from my elevations business account. They withdrew the funds immediately from my businesses but still held the money for 5 days from my personal account. Honestly, this isn't the first time I've felt their bankers have been condescending, each saying the same lines as if they are trained to be that way. I'm cancelling my account and transferring my business as soon as I am able. I do not recommend working with this company. I want to like them. I support credit unions and prefer them over banks, but their poor customer service, policy of blaming their clients for their antiquated banking system, and lack of services you'd expect for a bank in 2018 just doesn't justify putting my money there. I'm filing an ethics complaint with upper management against the employees and managers who spoke to me. read more

I have been a member here since before I could even spell Elevations, and I cannot imagine banking anywhere else. Every single issue I have had (none of which have actually been with Elevations, but other accounts and companies) has been delt with in a manner above and beyond any possible expectation I could have of a bank. Not only are all of the representitives professional and friendly, they are quick and efficient in coming up with solutions to resolve any problem that has come my way. From loans to covering the difference a company had over charged my account so my other payments could go through they always have been there for me and made me feel like an important and valued member regardless of the situation I have found myself in. read more

absolutely terrible, inept customer service. every one of my dealings with this bank has been far more difficult than it should be. i wanted to set up an HSA Share Certificate (basically a CD where i earn a fixed amount of interest, and the money is tax-free as long as it's used for health care expenses). admittedly, it's more complicated than a normal garden-variety checking or savings account, but still... it is a product they're offering, after all... right? anyway, i have neither the time nor energy to detail all of the problems, but suffice to say i would NOT trust Elevations to handle something major like a home mortgage. update: i contacted the customer service department. i did receive a response, and a very apologetic phone call from a very nice woman. she offered me a small monetary gift to help compensate me for the inconvenience. i told her that nothing, including the money, could guarantee that i would remain as a ECU customer, but she said they just wanted me to have it anyway. so, they're trying. but i'm still not a fan. read more

I wanted to like this place, and I feel that I gave them a chance, but after only three weeks I gave up, and closed my account. Long waits every time I went in for customer service (once, even though I was there when they opened). The customer service agents at the branch itself were amateurish and not knowledgeable. There were a couple phantom transactions that no one could explain. And worst, after three weeks, I was never once able to sign on to their website and view my accounts. Every time I did so, I got, "Oops (yes, really), your accounts aren't available right now". Since all I really wanted the account for was to pay bills on line, that was a non-starter for me. Love the concept of credit unions, but competence is a necessary element. read more

I disputed a visa payment from an vendor I didn't recognize and then had $2,500 ACHed into my account from a different vendor which they froze while I was in San Francisco. Had to have my lawyer get involved to unfreeze it. Roxann Soine was a complete bitch about the whole thing. I finally took my business to Wells Farge they were such jerks about me disputing the charge. They act like they're your best friend until you have a problem. read more

You are better off with some anonymous online bank than Elevations. I have been a member since the 1990s when I was a student at CU. The point is, they know my financial history intimately, and I have paid off several loans and never had any personal financial problems with my many accounts at Elevations. However, I recently applied for an auto loan and the loan officer was very unhelpful. I asked him several questions about credit reporting and my particular situation, and he simply told me some facts like he was reading from a script. I explicitly asked for his advice on how to accomplish what I wanted, and I was very honest and forthcoming about my past financial history including the one major derogatory item on my credit report--I voluntarily surrendered the deed to my house because I was unemployed. The lender in this case ended up making over $50,000 profit thanks to my equity in the home, but the Elevations rep made a comment, "I bet the bank lost a lot on that deal." No, they didn't, and I don't want to hear someone whose salary I help pay make some assumption about me that is obviously based on his own political views. They offered me a loan at that point with very unfavorable terms and high interest rate. Just for comparison, I checked Capital One's online auto loan application, and they immediately offered me $25K more with a 4% lower interest rate than my long-time credit union. And I was able to get approval without pulling a hard credit inquiry. I ended up using the Capital One loan exactly as they offered it, with no funny business. Elevations simply treated me like a lying criminal who wasn't worthy of borrowing their money. read more

Closed today for a little snow! All of the other banks and credit unions are open! Really! I am totally unimpressed with this low level of service. read more

Someone from the bank called me. I wish I could remember her name. She explained everything and it turns out that I'm an idiot and I need to pay closer attention to my statements. She did (even though she didn't have to) refund 2 months worth of atm fees, which I totally appreciate. Thank you. read more

Elevations has made a lot of changes recently that have been to the disadvantage of the consumer. It is clear they have changed direction and are no longer interested in catering to the every day banking needs of individuals. Changes that have impacted me: overdraft protection - i use a credit card to cover any overdraft situation and then immediatly pay off. They now not only charge interest on the credit card used (which was reasonable since I was essentially borrowing money at that point) they also charge $3.00 per transfer. In addition i can no longer transfer funds between accounts and just be logged in to my central account I must now be logged in to both accounts. I've been with this credit union since i was in high school (30 years) and have found the changes they've made so unreasonable that I am moving over to Boulder Valley Credit Union that has much more reasonable rates. read more

This used to be a credit union. I've been a member for over 20 years. Boy, have they gone downhill. Now, they give incorrect information over the phone and then when I called to hold them accountable the phone rep was totally apathetic and rude. While waiting on hold, I had to listen to how this was voted the best bank. Sure doesn't seem like it. So much for an independent credit union being better. There are many better options out there online and elsewhere. I'll be pursuing those options. read more

I joined the U of C Federal Credit union over 30 years ago when I was 16. Through the years they have changed hands. I am now 50, and my business of 26 years had to close due to the economic crisis. The last 2 years i have been working 3 jobs for 10 dollars per hour. I am also a single mother. I have fallen behind on my credit card payments, and have been in constant touch with their collections department. My account from which i was paying other bills was frozen. I could not access any of the cash i had put in to cover these e-payments. Further, i attempted to make a transfer to bring my visa card current and wasn't even allowed to do this. WARNING: this bank is now among the category of other "so called banking institutions". They hold your money hostage, and report you to credit which makes things worse...I feel for all the folks in the same position. It is a vicious circle. They make money off our money and at the same time take money away from you. I know eventually things will get better for all of us, but in the mean time if you get behind with Elevations BEWARE. They are wolves just like the rest of them. read more

DO NOT get mortgages with this institution. They actually do not service the mortgages, DMI does. When Elevations took over for CU Credit Union all the service went down the tubes. They closed their department here in Boulder and out-sourced all of it. Since then, I've had to call and correct things at least once a month. There are still a few good helpful people that work in Boulder but the decision to out-source was a huge mistake. I have been a member for 20 years and I would cancel every account if I could re-finance this mortgage. read more

i have a car loan thru them and have had issues making the payment every month. they have a seperate payment center for making payments its such a hassell i have called in 2 months in a role and let them know i was having issues they were supposed to fix them and still havent. they have my external checking account linked to them and i called and said lets take it out of this account bc im not able to do it myself and they saiy well it will take 6 buisness days to do this WTH ITS A SIMPLE CAR PAYMENT anyways i would totally recommend going to United Federal Credit uniion if your looking for a credit union to deal with i have a car note through them also and have had zero problems and the payment process is simple like it should be read more

I used to love this credit union, but like many other people, the experience has gone downhill the past few years. When they changed their website for the online banking, everything became problematic. Numerous hours spent chatting with their online customer service to no avail. Then going into the branch to get conflicting information telling me things that later I was told were not correct. Completely conflicting answers from every department that meant I went home thinking I finally had a solution to only have to call back/go in months later for another round of "fixing" issues that were not properly addressed. A few customer service people have been helpful. Mostly the women in branch I have spoken with. Last time I was in branch the woman trying to help me had to call into a manager at the payment center as she (also) wasn't sure what was happening with all the online banking mishaps/wrong information I was given. He was on speaker and so rude to her and condescending to both of us. I couldn't believe he would speak like that to his staff and a long time customer! The arrogance! Talking to members and staff like they are stupid and in such a way was a complete turnoff. I was embarrassed for her and she seemed very uncomfortable. I felt sad for her and just disgusted as a customer. If I was a man or had a lot more money in their credit union I wonder if I would be treated differently/better? The payment call center is for the most part, a nightmare. Also condescending. Confusing. Not fixing things I spend an hour on the phone to fix then getting attitude from them when I call back again...to try to fix. Asking what happened and why I couldn't pay an account I was told yesterday was fixed for me to pay, I was told "I never told you that, we can go back and listen to your call. let's just move on." instead of actually explaining WHY the problem was not fixed. If I was told to they would fix the issue so I could go online the next morning and pay, then I do that and it does not work, after all of this headache, I DO want to understand what did not happen correctly on their end for that to not be working as they said it would. Yet the dismissiveness and simply being told "I didn't tell you that" etc. The escalating defensiveness and making me as a customer feel stupid: Awful. Awful customer service. I ended up Calling the branch instead, (even though I was told the branch would not be able to fix these things I would have to call the payment center, so - again - apparently not correct and a waste of my time and confusing!!!!!) Liz was very kind and helpful and fixed the issue with no problem. And one of few who talked to me/treated me like I was actually of any value and who seemed to get how I as a customer would be at my wits end after nearly 8 months of misinformation etc. Thank you Liz. I am not sure I will stay at this Credit Union any longer. But at least you left me with one positive experience. Ugh. The men at their payment center and in upper management need some serious soft skills training and to get the chips off their shoulders. It makes me cringe to think what it would be like as a woman working in that environment. It's a huge turnoff and an embarrassment for your company. read more