If you need a financial institution that respects legal obligations and provides accountability, avoid this credit union. Their refusal to honor valid Power of Attorney (POA) documentation caused serious harm to my father's estate. Unlike major banks with legal departments (e.g., Chase), this credit union lacks the expertise and structure to handle escalations properly. Key Issues: 1. Failure to recognize and act upon valid POA documentation. Obstruction and lack of transparency during estate administration. 2. Denial of reasonable access to account information for fiduciary oversight. 3. Refusal to provide requested documentation promptly and transparently. 4. Failure to prevent unauthorized withdrawals by a co-agent acting in bad faith. 5. Inconsistent and contradictory responses regarding account beneficiaries. 6. Dismissive, misleading, and unprofessional communication practices. 7. Potential fabrication or post-dated creation of beneficiary documentation. The individual involved, Iban Torres (AVP of Operations), did not honor a legal POA, which enabled misappropriation of funds by another POA holder. This negligence was preventable and underscores why a credit union without a legal department is a risk for anyone managing complex financial or estate matters. Bottom Line: If you value compliance, transparency, and the ability to escalate issues effectively, choose a major bank with a legal team. It could save you from financial loss and unnecessary stress. read more

a member since the 90s, and have see. The quality of service really go bad. I reported a lost debit card. It's been two weeks and haven't received it. I was forced to open another account elsewhere and start to transfer my money out read more

Update-It's literally been 3 weeks without a debit card because of Evolve's fault. You can't shop unless you go to the bank itself and withdraw cash....You can't pay bills online nor online shop...It's because they constantly have problems with fraud alerts that are actually legit online purchases. Each time, you have to call and get a new card. It takes a week or up to 14 buSiness days to get this new card.. IT'S BEEN 3 WEEKS FOR ME WITHOUT A DEBIT CARD... PLEASE RUN AWAY FROM THIS BANK...THEY ARE NOTHING BUT PROBLEMS, ONE AFTER THE OTHER read more

I joined this Credit Inion in 1987. All county employees used this Credit Union when it was ElPaso Employees Federal Credit Union. it was fantastic! Over, the past few years they are really failing! I question how safe mymoney is and do not keep much in there and transfer it to my other bank. I call it a ghost bank and have asked employees when they are closing. I have stayed on hold over an hour, had them not call me back. Little to no help to be found! I am so disappointed! I hope the county no longer encourages its employees to use this Ghost Bank. Reminds me of a Ghost Town. read more

I have been without a debit card for ONE MONTH because of technical issues on Evolve's side. I waited 10 working days for a new card and I got it today.. GUESS WHAT....IT DOESN'T WORK..... Please run away from this bank. They are a nightmare....It's like they purposely are doing things for you to hate them, which I do..It's one problem after another.. They probably won't be in business long at all. I live in El Paso and don't know why my location says San Francisco. I have been with Evolve since 1989 and they are horrific and will cause nothing but problems in your life. I can't even pay bills for weeks and they want you to go through dirve through if you need cash. Their debit cards are useless. Plus, they say a supervisor will call back in 24-48 hours which they never do.. I don't call holding people's money hostage good banking.. read more

Since they stopped being employees federal credit union and became evolve they have gone totally down hill. You can't walk in anywhere and talk to someone, they have changed how you access your account online and the new one doesn't work. They make getting your money near impossible. They used to pay a great dividend, but since the takeover it is a pittance at best. Do not use this Credit union. They are a bunch of crooks. read more

I do not think I can articulate the distain for this bank and advise everyone to stay away. Let me explain. Last year we had fraud committed on our account taking what was left of our loan amount and taking the checking account into the negative. Once we noticed we contacted them and got ahold of Iban Torres. He was very helpful in making sure we could still make our payments even though we were in the negative. Well after he took maternity leave the bank REFUSED, to take our payment. The majority of the people who work there are very unprofessional not knowing who he is, being rude and just over all condescending. Later we were LIED to multiple times by multiple people one who apparently gave the name of one their mortgage VP Isabel Mesa and told us because we are dealing with this fraud and we are refusing to take your payment we wont report it to the credit bureaus. After Iban got back in we were finally able to make the payment. Thinking everything is good we finally after months got it fixed and left it alone. Recently while trying to upsize my home I learned that my credit report had a missed payment caused by them regardless that we were told different. Finally spoke to Isabel Mesa and I asked "If a person has fraud committed on them to the point where it takes them into the negative, you're telling me its the consumers responsibility to get that account back to $15+ before you'll take their mortgage payment potentially tanking their credit and causing them to lose their home." Isabel confirmed yes to that. This company has low rates for stuff, but in turn you sacrifice any sense of stability or protection. They offer no consumer protection and I regret ever doing business with them. Their service is the worse that I've ever dealt with. Their people LIE and treat everyone like trash. They even closed their location on Resler and didn't tell anyone about it, claiming they did but when we'd go to make the payment multiple times their were tons of people outside wondering what is going on. In a update after I requested a copy of the policy stating that and escalation to speak to the president of the company Iban said they would not set up the meeting and would NOT provide us their policy in writing. If that doesn't say enough I don't know what will. read more

My experience over the YEARS with evolve has been, to say the least GARBAGE. I've never met such an unfriendly and unwilling staff anywhere else in my life. I am nothing less than respectful and polite with these people and have got nothing back in return. Ergo this review. To list some major issues: The app almost always logs me out and gives me an "error code 500". Every time that this happens I have to call evolve and reset my password almost monthly. It's HIGHLY inconvenient when I'm out and would like to see how much money I have in my account. Or when I need to transfer money over to checkings from savings in situations where my pay check hasn't come in and I need gas desperately. I've expressed my discontent with the app with multiple employees and none of them are the least bit concerned. The overdraft is garbage as well. I went literally one dollar over and was charged a 30 dollar overdraft fee and subsequently charged another 40 dollar fee. I was unable to see any of this of course because I have been forcefully blocked from my account with "error code 500" :). Now SEVENTY DOLLARS in debt I have been trying to get the overdrafts overturned. Unfortunately going in person is somehow less helpful than calling their customer service line. To say the least calling or going in, the staff were everything but helpful or friendly. To conclude, I am a struggling college student trying to make ends meet and this institution has made my life a living hell of constant stress. DO NOT OPEN AN ACCOUNT WITH THEM. DO NOT PASS GO, DO NOT COLLECT 200 DOLLARS :( read more

If you are looking for good service don't see Luisa! Recently had a family member visit the Gazelle location to request info about shared branch services ( which evolve is still listed on sharedbranching.org) and she was treated like a child and left feeling dissatisfied and embarrassed for having asked for any service from the service representative. Reps like Luisa should get with their managers and learn a better credit union culture, no one should leave the branch feeling like they should be sorry to bank there or ask questions. Do better Evolve, you represent El Paso and should be more service motivated. Disappointing. read more

Wow, what a ripoff bank! If I could give them zero stars I would! On April 1 they instituted dozens of new BS ripoff fees. Now it costs $9/mo just to have an account! It costs $5 just to cash a check with a human. Il they charge $5 to check your balance by phone!?! They obviously don't want any "average" customers, and only want to appeal to rich people and businesses. I'm gone, and telling all my friends and family. If you want to save tens or hundreds of dollars per MONTH in fees, stay away!! read more

I agree with the other comments. Customer service is not good, too many BS fees, and they do have an attitude of take it or leave it. So I'll just leave it. Have already closed one account. Working on the other one. read more

Horrible customer service. Rip off bank w/ a bunch of BS fees. No wonder they're having to close branches. read more

I been with this credit union for over 16 years. Great customer service overall. If you know how to save and keep track of your money this is the perfect bank to open a Yearly CD. read more

Terrible experience. They reach out to you telling you they'll give you lower percentage on loans, but can't deliver. All they did was waste my time and run my credit even after I told them not to. They can't even return calls. Don't waster your time. read more

Horrible establishment. These guys are criminals. Invested in a $500 CD for 5 years. Can't touch the CD without penalties for 5 years. Halfway in, they added a $9.00 a month fee. Now I owe $200.00 in fees. Losing money not making money. Stay away from this company. They are a bunch of thief's . read more

The reviews are fairly consistently 1 star out of 5. What does that tell you? Why does Evolve need to act so fee hungry, fee'ing its members to account death, such that the greedy fees will take your account down to zero. Does the CEO need a pay raise? Where is it coming from? All these fees of course. This is shameful that a credit union, which should be for "people helping people" is actually "people gouging and nickle and diming to death." Fees keep increasing while service quality keeps decreasing. An account here will cost you $9/month in fees when competing credit unions in the area do not have such a fee. New management, new policies are needed. read more

This credit union is a rip off. I had a balance of over $80, and in less than 9 months, was in the negative, even though I had no activity on the account. If you want a better credit union, go to GECU. Their motto is "not for profit, not for charity, but for service." Evolve's must be, "screw you." read more

Don't go to this "credit union" if you are looking for service. They have forgotten what service to its members is all about. In their Main branch, a teller is available only two times a month....A TELLER! Horrible service and the president does not care. Two thumbs down. read more

Rip off. I have disability insurance in which they pay monthly, my payments are bi weekly. My insurance just paid them from July , 23 thru Aug , 19. The fcu said that is going to be applied for the July , 15 payment. I told them the insurance paid thru the 7, 22. They said it didn't count because that money was applied for July 1st. So now in their eyes I'm now delinquent and have late fees, and they are going to report me to credit bureau. Because they haven't received a payment since the 15th of July. read more

Go anywhere else but Evolve. Their loan department is the worst and they do not have the decency to return phone calls. They ran my credit and approved me for a refinance on a vehicle at a lower rate. They sent me an email telling me congratulations you have been approved, contact us to set up an appointment. I wasted so much time having my insurance send them a binder, faxing all sorts of information on the vehicle, emailing documents, only to be sent a text half an hour before my appointment telling my the appointment was cancelled. Not even a phone call. I would not recommend this credit union to my worst enemy. read more

If I could give ZERO stars, I would. They have hidden fees EVERYWHERE, read the fineprint people... they will screw you over any chance they get. They need to be investigated by the BBB for fraud! Did they NOT learn anything from the Wells Fargo incident? Karma will take over I promise you that. I saw their "collections" department the other day and we "the people" are nothing but percentages to them, you can set up a payment plan if you want, but don't be shocked when they put your payments towards other fees that YOU DID NOT AGREE ON. Thanks for GOING ON VACATION 'GLORIA', right before screwing my family over. Oh and by the looks of the rest of these reviews, THIS BANK has a reputation for saying "we sent you an email, it's your fault for not checking it, we called you, we 'tried' to get ahold of you", SAVE IT... That is a BS lie. I can't wait to refinance. I WILL be contacting corporate, because this 'Gloria' chick from collections in EL Paso, Tx, REALLY hurt my family, we set up a payment plan and she decided to go on vacation and apply the payments to something else entirely. Shame on you. read more

This bank will offer you one thing... then another thing and then when u question them or take them on their offer they make sure u get no where. I made a huge MISTAKE opening an account here. read more

They contacted me to see about refinancing my vehicle. From day one I told them the mileage was over 100,000. After getting info they wanted a week later they informed me, after I called to find out what was going on that they would not refinance it because the mileage was too high. Why not tell me that from day one instead of getting my hopes up for cash in account and lower interest rate. Was a waste of my time read more

Love the interest rate for our new vehicle. Hate that the customer service people over the phone are completely rude. Not to mention that there is no way to pay online, my husband is military and we need an option to pay online and not just in person by check or over the phone which they charge a ridiculous fee for. read more

Horrible experience with them. I was lured into getting my car refinanced with this company and it was straight Bait and Switch. They neglected many times to mention additional fees and charges before I submit any applications. Over and over they did this to me. Why cant they just be straight forward with people? I would just suggest you tread very carefully when dealing with this company. You don't want to end up with a $5,000 additional charge for some dumb reason. read more

I had a auto loan for 60 months with two months left they emailed me their was and issue. The issue was for two years they started charging $9 a month to have an account. This cause my auto deposit to not cover the scheduled payment. Which they charged me a $5 late payment. This went on for over 2 years. When I asked them about it, I was told they sent a notice and that was it was my fault for not reading the notice. I will never do any business with this place ever! Terrible way to deal with your customers! read more

I am sad to say that after nearly 30 years, i found myself closing my account because of the fees imposed on my elderly father who doesn't use a computer or have 5000 in combined loans and deposits. He is on a very limited income and i fear for those in his shoes that have to pay those fees. I had a make employee at the olive st branch try to argue with me that it was our responsibility to help pay for the bank to exist. As a former bank manager, it was just too much. I love some of if the staff we know and hope to come back if direction changes. read more

With their lack of customer service it's no wonder they're having to close down branches. Add on top of that all the bogus fees they have added for the simplest of services. Good riddance evolve. Going to a credit union who cares about their customers. Its only a matter of time before this ship sinks completely. read more

The worst! This credit union will charge you $5 dollar balance inquiry by phone, $5 teller check cashing, $5 teller withdraw, $5 check/cash deposit. These are basic services a bank should provide for free. Please do not do business here! Take your money and deposit it somewhere else! read more

I've been with EPEFCU for over 20 some odd years and have been very happy with the service and folks working there!

This Credit Union should be investigated by the Attorney Generals Office this is a "SHADY CREDIT UNION". The mistakes they make are unforgivable. They have the attitude of " Do as we say but don't do as we do". They stopped doing shared branching which I think is just the first sign of going out of business. They have plans to close many of there locations, with that being said there are on there way out and are on there last leg! There management is Sad and and is a disappointment! from: Marten the supervisor to IVAN TORRES Manager to his Boss Ismael Mendiola and David Martinez his boss and finally Ken walters CEO these people should all be ashamed of themselves for the "HORRIBLE SERVICE" they give there members. I was charged a fee for $29.00 twice for something out of my control I talked to Ivan Torres and he said "NO" I will not waive the fee even though I explained the problem to him, he responded back and said you gave your account number I don't care if it's your fault or not. If your SMART you will run from these people as fast as you can. PLEASE BEWARE! read more

This is a horrible credit union. I am normally a passive person when it comes to mistakes, I understand they happen and never expect for anything to be perfect. This bank, however just kept making mistake after mistake. And didn't take any responsibility for it! I joined this credit union to purchase a car. The interest rate was great and everything seemed fine until I went to make a payment one month after purchasing the car. I owed $20 over my payment. When I asked what was going on the teller explained to me that there is a monthly fee for paper statements. She suggested I enroll to receive e-statements. The only problem was I never received any paper statements. Several months after that I went to make another payment. They couldn't accept my payment because it was a few hundred dollars less than the payment due. At that point I had no idea what was going on. The teller notified me the amount went up due to lack of insurance. I refused to pay the new balance because I always had insurance and went straight to the main office to clear it up. When I arrived the main office I was given a 1-800 number to call about my issue. After about a twenty minute wait to get a hold on someone I was told my overall loan amount went up by 4 thousand dollars!! I was shocked. I had not received any type of phone calls, emails, letters, or notices on my account online regarding the raise of balance. It put me back at the same amount I had purchased the car for! The credit union had decided I didn't have any insurance and charge me for a third party insurance. Which is ridiculous. To make matters worse, once my insurance agent called the credit union to reverse the charge the credit union told me I still had to pay the new payment amount until they fix the situation or I will get sent to collections. No one took responsibility for anything. I don't even know who decided I didn't have insurance anymore. To this day I have not gotten a letter or phone call notifying me of what happened or of the situation being fixed. The only way I knew was by checking my account online everyday. So again please go through another credit union if possible to avoid so much unneeded frustration. read more

I have been with this bank for 22 years now. I can honestly say that it used to be a good bank, not anymore. Last year, the board members decided to implement new changes that have affected the pocket of thousands of people who used to bank with them or are still banking with them. For example, in January 2015, they introduced a four level membership plan: Diamond Elite * Platinum * Plus * and Basic .* If you have less than $5,000 on a savings account, you will be charged $9.00 per month. They justify this fee by giving an insignificant discount on loans based on the amount of money that you have on savings. Last year, on April 1, 2015, they began to charge $5 for balance Inquiries by phone, $5 for teller check cashing, $5 for teller withdrawal, and $5 for teller check/cash deposit. If those fees were not rediculous enough, they have incresed the fees. Effective March 1, 2016 ePriority in-person Transaction Fees (including Balance Inquires, Check Cashing, Withdrawals, and Check/Cash Deposits) will increase to $10.00 per transaction. If you are planning on getting a car loan with this bank, I recommend that you ask what fees you will be charged for making them the favor of banking with them. On the plus side, the staff has always been nice. read more