I've banked with First US since 2013. I think it's time to say goodbye and move everything over to Golden 1 or Safe CU. While I loved the convenience of having a small credit union- they have slowly found ways to make things more difficult for their members. I called into customer service- I couldn't tell you who I talked to but as a manager in customer service, if any of my team members talked in a condescending way towards a customer like this CSR spoke to me- Id be handing out write ups. Nonetheless- I'll be closing my account this weekend and taking my business elsewhere. Peace out first us! read more

Let's talk about turning customer service around. When I was nearing the end of my payments, I was told that I had hundreds of dollars still owed. I thought there was no way. Upon further digging, the team found all my payments but due to miscommunication, they had been putting it in a bank account and not my loan. Luckily they were able to collect all the payments I sent and return it to me. They apologized for the inconvenience and explained the confusion. They truly went above and beyond to ensure that at the end of the day everything was right. Thank you. read more

For many years we used them for savings, loans and visa card. In the last 2 years the 800 # people are rude and argumentative and you can never get a straight answer. And it isn't just occasionally, it is every call in. Not sure what changes took place but it has been felt at the customer end for us. The only acct we have left is a CD. Once that matures we are completely done. read more

I want to thank Ash Chand, the Assistant Branch Manager, for her excellent customer service today! She went above and beyond to help get me set up with some cash for my upcoming international trip. She took the time to go through and find unmarked crisp bills that I could use on my trip. Thank you Ash! read more

No waiting to be assisted. Clerk very helpful and efficient and knowledgeable about my account and my needs.

Warning! Do not Bank with First Us Community Credit Union! Horrible Customer Service! These people are trying to Rip off all Customers on their Car loan payments! I always make my car payments on time even before the Due Date. They will call you and harass you that you're late! This Bank will Rip you off your money! Make sure to look at your payment Receipt! And Due Date! Avoid this Bank ! Warning!!!‼ read more

When I bought my car, the dealership used them to finance the loan they sent me six payment coupons so then after that I had to call and ask form more to make my payments, they sent me 3 more coupons and that was it I have called them nine time and ask for more but still they won't send me any but the girl I talked to said I could just write the information down on some paper and send it in what's so hard about sending your customers payment coupons. Do yourself a favor and stay away from this place it SUCKS read more

As a member of First US for over 20 years, I have to say the fantastic service I received during my fraud situation was absolutely deplorable! Not only was I basically recruited as an employee to investigate my own fraud, explain over and over of what was my money and what money wasn't mine, but I also had the absolute pleasure of realizing that my account was compromised for well over two weeks, and not once did my trusted bank notify me! How amazing it was when I finally reported it to the branch and went in person to the Rocklin location (multiple times, needing to take the day off losing out on money from not working) - only to have the assistant manager, Anita, literally gaslight my husband and I to our faces about the details of our fraud. Anita had her coworker (I'm so sorry I didn't get your name you were actually super helpful) correct her multiple times about the details of my fraud case. I felt so welcomed, like an employee that I truly felt like my manager was lying to me to save her own ass. In all seriousness, the way this fraud case was handled and is still being handled is disgusting. I had to notify First US that there was fraud on my account in the first place, and in the thousands. I mean someone had full control of my account for well over two weeks (of which i didn't notice because i budget bi-weekly). Not only that, but when I went in the actual branch (Rocklin, off of Lonetree) the assistant manager was asking me questions as if it was my fault the fraud had happened in the first place. I don't know about your bank, but all my other banks notify me when there's a weird charge. First US though? Oh no, not at all. Up to $5,000 can be transferred in and out of your bank account and they won't even bat an eye! They'll be sure to let you know though that you are responsible for all bounced check fees (yep, even the fraud ones!) The fact that I've had to take multiple days off to try and even communicate with the branch and the call center (as wait times are always high, and I never get a call back in a timely manner). Every time I call in to try to explain the situation, over and over I'm told to "just access my online account for better assistance!" well, if you look back at the notes I requested be put on my account, I have no access. None. at all. For over three weeks. Additionally, I've notified you guys at least twice of my police report number, again that isn't documented on my account as of today. First US, you guys super dropped the ball on this. Your fraud security system is clearly outdated, and your customer service is terrible. The communication and relaying of information between normal employees at the call center and the managers who they escalate you to is non-existent. I 100% plan to close my account. I've had this account literally since I was born, and have never heard of such fraud happening. For a company who started out only servicing Federal Employees, you guys sure have a lack of compassion protecting your members' information. read more

This bank has the WORST customer service I've ever experienced!!! If you don't keep a VERY CLOSE eye on your account they will steal your money little by little with FRAUDULENT charges. They will cancel your debit card with ZERO warning. Then when you call to n to have these wrongs righted, the indignant person on the other end of the phone will lie and treat you like an idiot even though they are the one at fault for the "errors". Most recently they started taking money out of my SAVINGS account claiming it was due to mail being returned. A "bad address fee" when very clearly my correct address is right there in my account and it is the EXACT SAME ADDRESS I recently received my replacement debit card at. This bank is HORRIBLE 99% of the employees are complete assh0les! Eight years at this bank and the service has gone directly downhill more and more each year. I will be closing my accounts so these CROOKS can no longer play with MY LIVELIHOOD!! read more

The nastiness of their customer service phone reps continues... I get a call last night from the fraud unit asking me about some unusual charges... Apparently my debit card has been compromised.... they filed a report and sent to the credit union but told me to call in the morning which I did...Unfortunately I did not get her name, but apparently now I need to go into the branch to change my email address because she couldn't do it. Mind you, she was not pleasant. She was supposed to send me a fraud report to sign however I still have't received it. Too bad they have people in customer service who do not like their jobs. read more

Got the excellent help of Becky and Nicki. Walked in and greeted warmly and asked me of what I needed help with. Nicki helped me with Becky within 10 minutes of my arrival and I was on my way. read more

So I just opened this account. At first it seemed okay - I had to create the usual username and password - they said I could not use my email address as my password - inconvenient, but okay. Then I had to create 3 security questions and 3 answers... more inconvenient, but okay. Then I was prompted to create (from scratch, not pre-made) a "challenge Phrase" and another Challenge Answer... now this is getting ridiculous! Then I was told that I needed to create 2 more things A challenge phrase security question and challenge phrase security question answer... That is now 9, questions/answers/security/challenge phrases - okay this is downright ludicrous. But as long as I'm not asked all these questions all the time, I figured I could live with it. So I get past all that and I immediately opened up bill-pay and paid bills online the day I opened the account - no problem. Then two days later I attempted to pay bills again - my mortgage. So I log in, again no problem. At this point I am inside my online banking interface, I view my accounts, I look at the history, I have full access to my account - or so I thought. I click the 'Bill Pay' button and suddenly I am asked 3 security questions. What??? I am already in my account, why do you need 3 challenges for me to simply give my money away? Completely unreasonable, I know, right? So I open up the catalogued answers I have previously written down for this bank... and I don't see any of these questions -or answers- written down in the 9 security questions/pass phrases/security challenges/user name/passwords... I already have 9- count 'em people -9. This is utterly nonsensical at this point - but wait - it gets worse, way worse. So I think to myself, "Well it looks like they want me to create 3 more security, challenge, passwords to simply log-in to my bill pay after I have already logged in to my online bank account - I thought that my online account was my bill pay, after all that is the single most used piece of the whole online platform. Okay, so I go to select the questions I want and after that will select the answers I want which will now bring me up to twelve (12) passwords, pass questions, pass challenges, pass phrases, pass answers... 12. But wait it gets even worse: Well it not letting me select any of the questions or any of the answers... at all... nothing, nodda, zip, zilch - 0. Well, what am I do to? I try a different browser - nothing. I note this is the same browser that I just used 2 days prior and all the bill pays went through just fine. But now I have to answer 3 more questions, that I didn't want and didn't created and didn't have to answer before, why do I have create/answer them now? Only I can't because it's not letting me... Wait it gets even worse. So I look up my local branch and I call them (because they are small enough to care), only I get routed through to some lengthy phone queue... so I wait, and I wait. Why is my local branch so busy, there were crickets singing in there and tumble weeds blowing through there when I was down there earlier... why such a long wait? Well then I find out, it's not my branch it's some kind or national call center or something. I asked the lady on the other line, if I can have the number to my local branch, she ignores my question and says she can put me through. I state, I just want the number directly so that I don't have to wait for 10 minutes in a phone line when I just want to call my local branch, that is not busy at all. She says that they don't have a phone number. I aske her, if they don't have a number, how are you (the telephone operator) going to 'put me through'... well apparently she has the number, but she has been instructed not to give it out to the customers who actually need to call it. Again preposterous. But wait it gets even worse. So she puts me through, I get a gentleman on the line who seems like her really wants to help. I give him all my information, he says he will look into this 'personally' and will get back to me. Finally, some of the 'small-branch service' I have been hearing about - only, he never gets back to me... at all... ever. So the next day I think to myself, 'well, maybe he never got back to me, but maybe he just fixed it and didn't tell me' -stranger things have happened. So I log in again, once again, I log in fine I am inside the online banking interface (on the same computer, in the same browser that worked for bill pay the first time), and once again I am asked to create 3 more questions and 3 more answers. Again it doesn't allow me to do so. Downright despicable. But wait, it gets worse. So I call the number on the screen inside my online app - it actually says 'for problems call this number'. So I call it, and wait. Finally a lady picks up the phone, I communicated my issue(sssss - there are many at this point). She says "well let me log in and take care of this for you". So then I wait. It gets worse, read more

I love this credit union.. in person. The branch I work with in Auburn is awesome. All was well until I decided to refinance my mortgage through them. First they do not do Impound accounts. I didn't realize this until going through 90% of the loan process. You would think this would be something they would make very clear at the onset. Now I have my loan I want to make regular extra payments to principal. I thought I would be able to do so through my online banking. I am not... so every single time I want to make a principal payment I have to call them, usually wait for a call back and have a supervisor complete the transfer. WTH... I thought one of the best things about having this at my credit union was the ability to easily transfer to principal when I have a little extra in my account to do so. This truly sucks. I would never do a mortgage through them again and do not recommend anyone else do so either. read more

Julieta Cervantes at the Rocklin branch went out of her way to help me resolve a complicated estate problem I had with my late cousin's estate even though I didn't have an account there. I appreciate all the she provided! read more

They recently changed the way that your payment is applied to the loan. In the past I could make my payment and if I paid extra it would push out my next due date. I loved this because when it came time for the holidays I wouldn't have a payment due until January. Now the extra money goes towards principal which I understand the idea and concept, but it isn't preferred my me. And I think I am more upset because this change happened during the middle of my loan term. I think if they were going to change that policy they should do it for new loans going forward. Because when I got my loan I asked if I could pay extra and push out my due date and was told yes. So to me they went back on their word. read more

This is not credit Union, they are more of a bank. As a member for over 20 years, I have to say, they don't provide any benefits/discounts on nothing. It's crazy that their personal loans are low and the interest rate is extremely high. Just for a 500.00 dollars personal loan, you must be approval by a board. My fiancé passed away and she had close to 2000.00 dollars in her account. We were told, that there was a 45 days waiting period and that we had to provide a notarized probate form and they just wanted it to see who were the successors. Once the form was presented, their management stated that the name successors are responsible for money owed on her credit card. so they took all of it and wrote the remaining amount off. Not once did they tell us that would happen. They knew exactly what they were doing. The only positive point is Ash and Hailey are great professionals and care about the service they provide. As for management...needs to learn credit unions I thought were more like a family business. My mistake.... read more

I used to really like them until they made me pay for something that was not my fault... Im Single live on my own and barely making enough money to feed myself and I had to come out of pocket 30 dollars because nobody told me I needed to stop my automatic payments when I got an extension on my car loan... so heres the story. Im very sick and I had to go on disability for a couple months which means I won't be making enough money. So they approved my extension on my car loan... But didnt tell me I needed to stop my automatic payments... how was I supposed to know I needed to do that I thought it would just stop because I got the extension... so My rent comes out of my account that I bank with and thennn my car payment which I was supposed to have extended goes out??? So Im in a panic because now my account is over drawn and affraid of getting a withdrawal fee I call my bank bexause well this is at 1130 at night and first Us is not open.. they told me i could do a stop payment but itd cost me 30 dollars... so I did it but the next day my account was still over drawn so I called First Us and I told them I did a stop payment but the money was not in there yet.... and they told me oo they probably couldnt stop the payment. So the banker told me to pick the money up at a shared bank sooo I did and I put that money in my account so that I wasnt overdrawn anymore... everything was fine untilll the stop payment went threw even tho the lady said it wasnt going to and guesss whatttt now Im withdrawn at First Us!!! But since my bank charged me 30 dollars for the Stop payment I didnt have the full amount anymore!!! And im telling the lady at first Us I cant afford this I dont even have money for food and shes over there worried about my Credit card payment... pooor customer service.. so now im running back and forth between banks and out 30 dollars because of First Us and there miscommunication... Im just so done . read more

I got a car loan with them and their customer service is abysmal. Trying to pay on line is horrible. They seem to want you to come into the office to pay (I'm disabled and can't and hello, covid?) or mail the payment - they despise technology unless you're paying from their account. I want to pay off my loan, a little over 5k now. But unless i pay from their account i have to only pay 2k or under at a time (why this is stupid!) mail it (more interest why cant i pay online!!) or come in (again I'm disabled). Talking to customer service is a nightmare. Nobody knows their job; they're rude; and say i dont know a lot. Not very helpful. i scheduled 2k pmt for 9/8 but they rescheduled it for 10/8 without even bothering to call or tell me as i patiently waited for my payment to post. Horrible. read more

I banked with Big Valley FCU before they merged with this horrible bank. Not only has everything changed, but for the worse. Fees for everything, rude service, unacceptable loan practices and just a general sense of elitism. They had wrongfully filled out loans for us to get them through, but then act like it's our fault when we catch them. Distrustful and I would stay away! read more

I am unfortunate to have First US CCU as my auto lienholder... I recently changed my auto insurance and forgot to send them a binder letting them know of the change. They made only one attempt to contact me and that was by email 2 weeks before their threat to add their own auto insurance went into effect. That email went into gmail spam because First US sent an invalid security certificate that made Google think it was a spoofed email. The only other attempt to contact me after that was another email that thankfully did not go into spam this time but was 2 weeks after they added a $6000 annual auto insurance policy to my car loan and jacked my car payment to more than double. $6000 for an annual auto policy is criminal. Avoid this bank if you can. They made no other attempt to contact me as I've checked all the mail I've received from them and there was nothing informing me that their own ripoff insurance would be applied to my account and no voicemails either. They also send a ton of advertisement mail I get more from them than Wells Fargo, safe Credit Union and Chase combined. read more

Please be advised I have been with this credit union since I was a child. After speaking with the phone rep and the branch manger about a new fee they have started charging customers I will be taking my 20 plus years of banking to another credit union. They offered to reverse $4 of the fees! That's a joke. You are charged monthly if you don't use Bill pay. We are in 2016...who charges for bill pay anyways...wait this Credit Union does! My mother has been a member for 40 plus years and I will be encouraging her and my siblings to find another credit union that doesn't nickel and dime you to death. A few months ago my wallet was stolen so naturally I contacted my financial institutions and of course First Us Credit Union was the only bank that charged me for a new card!! Not Chase, Not Golden 1. This is why small business stay small. read more

Worst banking experience ever. During the payroll fraud from mypayrollhr a lot of banks were able to catch it and keep the money from being stolen. They weren't able to and overdrafted account and then went to multiple first us banks and refused to reverse the overdraft charges from my account being overdrawn. Been arguing with banks for days and everyone says nothing they can do. read more

I am giving five stars for Becky in collections who has been helping me get caught up on my account with my auto loan. She is so friendly so patient and I really enjoyed talking to her. Thank you for having her as an employee there!! read more

I want to add to my previous positive review of First US Community Credit Union. A real advantage First US customers have vs customers of the Mega Banks is that with First US, you have banking like it used to be. You can develop a working relationship with a real person who gets to know you and your needs and who will work to find good financial solutions for you. You get the personal touch and you aren't a number crunched by some algorithm in the Mega Banks' data center. In my experience, First US goes out of its way to help customers. My wife and I heartily recommend First US. read more

I recommend First US Community Credit Union as a business partner. I wanted to get a loan to help my business grow. Through business contacts, I was introduced to First US CU. This turned out to be a very good thing... I was new to business and had purchased a franchise. It is interesting how much you are expected to know when first getting started, and I found out how much I did not know. I spoke with Bob M. who took time to visit our center and get to know our business. He explored options and provided us with a roadmap for all the documentation we would need. What we were looking at was an SBA loan which would help us with making cash flow a little easier. Getting an SBA loan is complicated and frankly a little overwhelming for someone new. That roadmap was invaluable. It took time to gather all the information needed and get everything in order. During that time, I always felt comfortable asking questions and was impressed how quickly my questions were answered. I felt I knew where I was during the entire process. Once the final paperwork was submitted, I was of course a little nervous. Bob and his team continued to keep me up to date on progress. After a bit I got the good news, it was approved...! We made an appointment and I signed the paperwork. A few days later the funds were available and I was in a much better cash flow position than I had been. My CPA was happy with how the whole transaction took place...! read more

This credit union has turned into a joke! They have changed my passwords without telling me.. you have to have a verbal secret code to do transactions, I feel like I'm in nursery school eveytime I have to deal with a teller. This place used to be great but some micro manager has totally screwed this place up! Avoid going in and just use the atm if possible , and again it's the most difficult atm I have EVER used. I intend to close my accounts and free myself from this craziness!! read more

Terrible customer service. I thought I had been a victim of a hack job. After calling and being put on hold for over 10 minutes I got to customer service, only to be told "I don't know", let me talk to our IT guy. A short time later rep comes back with "he says if you send him the email they will get back to you". Still waiting. Big mistake merging Big Valley with this group. I am going to start looking around for another Credit Union. read more

Great customer service! They always help with a smile. We do a lot of banking with them and have been very impressed with the service

Very inefficient, behind the times and belong to a tiny town with 50 people. No technology to do an esignature for something so simple...unbelievable.No progress here. I drove 20 miles just to sign a form to stop a small life insurance on my loan..simple you would think.Oh! no. Even though I speak proper English, the only language I speak, they d/c the life ins alright but took the premiums and put it towards the loan.Now the whole reason for me to discontinue my life ins is to reduce the monthly..go figure.I really don't know where these financial institutions are getting their workers from, maybe they purchase their certificate from trump university, now that really sounds like a clown. I will keep my loan but I have to have a third eye to come out ahead of the inefficiencies. Wish me luck. read more

I don't know where to begin!!!! We banked with Big Valley before the merge and since then everything has gone down hill. When I changed my last name due to my marriage they would not help me with my new license that was issued from the state of California they made me retrieve my marriage certificate from the safe. Newest Issue is I set up an account with my brother (who is a minor) and they allowed for me to set up the account without it being as a minor account. I take ownership that I did not read the paperwork however I feel as though the credit union should know that he is a minor in the account should be set up as a minor account. Three years later he has a debit card and they allow for all these fees or crew on his account and blame me. I was highly upset and since they said it was my fault all they could do is help me out with half of the fees. Smh I can't wait till we can change credit union. read more

I've had my accounts with First US for nearly 20 years and have always referred to it jokingly as "Cave Bank," because their staff and all their functions seemed rather primitive and obsolete compared to others, but I didn't realize how bad they really were until recently when I finally moved my accounts to another bank. Yikes! First US was barely operating in the 20th century, let alone the 21st - their online bill pay process is slow and cumbersome, the staff always seem suspicious of their own clients, and I always had to be on guard to prevent First US from robbing my accounts of hidden, exorbitant fees. I wouldn't recommend this credit union to anyone, ever. read more

I'm not a member with First US Community Credit Union but I am a shared branching member and today was the first time I visited this bank and this location. The parking lot was much smaller than I imagined but I found parking right away. I'm not sure if the whole building is occupied by the credit union but it was fairly small. The entrance and main lobby area was very small and looked nothing like a normal bank. I was afraid I had stepped into the wrong office. The front desk lady/teller greeted me immediately and asked what she could help me with. I just explained my situation about how I was a shared branching member and she was happy to assist with my deposit. She was very kind and professional and had a nice conversation with me while my deposit was being taken care of. Another branch worker just so happened to have walked by and started a conversation with me and also answered any questions I had. The people there are very friendly and since my specific credit union isn't in this stated, I will surely be back to take care of any banking errands I need done. read more

Never a line. No deposit slip to fill out. Friendly service. I love this CU.

Blonde receptionist at the check in counter was so rude talking crap about me to the employee in the back office blatantly regarding any sort of professionalism. This behavior is not appropriate and is childish. Credit union is great, but they should really hired new employees. 11/2/16 read more