It is impossible to do business with these people. They keep you on hold forever. 30 to 30 min at a time. There are only certain banks they will accept payments from. If for some reason you have a return check their accounting system has to go back and delete all payments then put them in again. I have never seen anything like it. Their phone system is a whole other nightmare. Don't use this bank run. read more

Horrible IT UPGRADE!!!! The worst experience EVER! Allow teller reps to review cash, better equipment and reps should speak up read more

My mother has checking, savings and money market with this bank. I have POA and have met with a "account manager" many times after my father passed to help my mother with her finances and have provided the POA numerous times. Both my brother and I are joint account owners and I manage all of her finances. There is always an attitude when dealing with the personal advisor. I tried to deposit a large check into my mothers checking account from the state of MD today and was denied. I have the POA on the account, joint account access and all of her info comes into my email account, etc. Why would you not allow me to deposit a check for my mother into her checking account? We will be finding another bank. read more

Horrible experience regarding the Auto Loan department. Barbara Holly was my Loan rep and she never answered or returned my phone calls. Different reps said different things and there was no consistency. They said they could extend my loan application 14 days which would have allowed enough time for everything to be in order but then turned around and said they don't do that. Horrible experience, stay away from this credit union. I will be fighting the donation they made me give to become a member. read more

Not the same institution. I have been a member for 40 years - I had an urgent security issue with one of my accounts, and could not reach anyone at all at Tower - including Fraud - after waiting on hold for 2 hours and multiple calls. THEY ARE NOT the same institution they used to be, sadly. I plan to take appropriate action. Very sad after so many years of great service. Could not even get a supervisor to discuss this with. read more

Don't bank here. Alvin Smith is the Senior Vice President and he will treat you horribly. This man is not a SVP, he does not know how to run a program or how to speak to members. Alvin spoke to me horribly and I am disgusted by TowerFCU. I'm not surprised Tower has so many job openings and why so many people are leaving. I don't work for Tower, but after having a conversation with Alvin, I have now pulled all my assets from Tower. Alvin should not be in any management position from the way he talks to customers. He needs to be retrained and put down to the base level. I had my conversation with Alvin on speaker phone and my whole family heard it. They are also now removing all their assets from Tower. I would highly recommend everyone else do the same. The way Alvin treats this company and it's members is disgusting. Alvin is probably the main reason Tower has gone down hill. It starts with upper management and works it's way down. I have never spoke to someone as condescending, arrogant, rude and narcissistic as Alvin. I'll return to Tower once there is a change in upper management and when Alvin is no longer with the company. I'm sorry to all the employees who have to work for him. He's extremely horrible. Edit: Update, Denise Pope called and told me my membership was cancelled due to using profanity. However she is unaware of any of my accounts (checking, savings, wealth management). Alvin Smith seems to have the issue with me and did not tell Denise the whole story. This is Towers Senior Vice President and the second person in charge. He has failed Tower. He has cancelled my membership but does not have the dignity to call me himself. Please quit Alvin and Denise. You will do Tower a service and make it a better credit union. read more

Tower is not the worst financial institution I've banked with, also not the best. I've not had any financial issues with Tower, but there have been major delays in getting things done/approved. not sure why so many people are being locked out, I was once (on purpose...wanted to see how the unlocking process would go). they have a free (for members coin machine) that I like to use. a few of them could use an upgrade. some practices seem outdated, but again it has not really affected me. read more

Awful. If you need money, good luck. I have been a member for 20 years. Every time I need to make a transfer, they put my account on hold. Every time I call to get the hold removed, the service center requires some additional hoop to jump through. Put your money elsewhere. read more

I refinanced my auto loan 3 years ago and have had to call for information and assistance a few times. When I did need help it was urgent. Every person I dealt with, each time was knowledgeable, courteous, and helpful. I plan to finance my next car through these people. It's easy to complain when you're having a difficult time or a bad day. These people helped fix difficult situations or answered questions I couldn't answer myself. read more

I have hated every moment with this ancient-piece-of-garbage credit union. Every single phone call leaves me in the worst mood. 1) I'm barred from my online account after periods of inactivity. I'm inactive on the account because I set up auto payments and receive statements in the mail. But when I need to get back into my account for any reason, I end up having to call the customer service line to regain access. No easy way for me to do online! I have to CALL.EVERY.TIME. It is 2020. 2) When I need to make changes to my account, I have to fill out forms and mail or scan them to the office. Again, IT IS 2020. A lot of these changes are things that I am capable of making with other companies through the online services. NOT THIS ONE. 3) And lastly, who could forget when they were double charging me for well over four months because their paperwork was misorganized. LOL LOVED THAT. read more

Customer service experience has always been extremely below par and what a surprise, it was today as well. When asking about technical issues on the Tower FCU website I was told "There is nobody here who can help you with that". I'm sorry .. you're telling me there is nobody whatsoever in your entire company who can help deal with technical issues on your website?! I must of been born yesterday. read more

One of the worst bank rules I have seen in my life. They squeeze nickel and dime out of you for service. I don't live paycheck to paycheck and if I feel this way, I wonder what the hell TOWER FCU do with the little guys who are just getting by paycheck to paycheck. read more

we have been with tower for many years. I was happy when they opened this branch. I have had to make many appointments over the years for various things and have always had a wonderful experience each time. I will continue to be banking here. read more

The website is archaic at best, they actually purge your login info if you don't log in for 90 days and then you cannot without calling and receiving physical mail to set up the accounts again. We will be switching banks, this is absolutely crazy. read more

According to the automated system, my card number, phone number, the last four digits of my SNN and my birth date do not exits. The phone number four the TFCU facility is 301-497-7000 ...that number tells me to call 240-207-4517, which promptly hangs up. Finally spoke to Paula at the Master Card processing center and she transferred me back to TFCU membership services. I have been on the line for over ONE HOUR still holding and still waiting. Ready to cancel my membership and card. read more

I have been a member for 2 decades due to my job. The last few years have not been pleasant. On more than one occasion i would be out only to be stuck without funds due to my card being locked out. The cause was hacker attacks. No prior notification or warning. In todays era of modern technology you would think the bank could send a text warning. Issue number two: their s....y ATMs. One machine ate my money during a withdrawal and I was told I had to contact the financial institution of the issuing card and file an investigation. It took me two weeks to get my d..money read more

Horrible customer service. Common sense is lacking when presented with issues on mine and my husband's account.

This place sucks!!! I have reached out to them stating my new pay period with my new job and they still charge me a late fee. I was also told that I should be happy they were able to give me that "break" during the pandemic. As if they were doing it on their own accord...RUN!!! Communication sucks, employees sucks and people claim they are supervisors act like the funds are going directly to them or it's their money. If you want a headache come here!!! read more

Awful, AVOID! I recently refinanced my car loan with Tower and the experience was nothing short of awful and frustrating. Their website is barely functional, expect to have to call them for almost anything you want to do beside check your balance. I had to set up a whole member account with savings just to have a loan. I had to call because my account was not initially set up correctly. I had to call to switch my automatic payment source, whereas with other banks I complete that in a few clicks and bam done. I was on the phone with the representative for probably 45 minutes to switch my payment source. At first he told me to go to the Forms page, which there was none, then he had to talk to his IT department to see where to get the form. Then they sent me a PDF file that I couldn't edit. read more

I called yesterday and spoke with Derrick, who was very informative, about opening a new account. Today went into Arundel mills location and Matt was superior. I see these negative comments and all I have experienced was very good customer service. Thank you Tower federal and Derrick and Matt for making my account opening day very easy!!! read more

I have been with Tower Federal around 15 years, I have always been to use their ATM with no issues, they have an app for check deposits it you do not have direct deposit. When information was hacked from the credit union I received a letter in the mail telling me to change my card/passwords etc... I can transfer money from savings/ checking to my car loan / cc bill with ease. The car loan application was easy.. getting the CC from them in the beginning was a breeze.....I do wish they would allow unlimited transfers but they only allow 6 per month. Their Home Loan process --- what ever their guidelines are did not work for me.. although I did get a home loan with ease from another bank. All in all I will stay with them. read more

I work for a dealership and I spent hours on hold waiting to speak with someone concerning our mutual customers vehicle purchase. Basically all I needed was a guarantee that the funds would be sent to my dealership so that the customer could keep their vehicle that they have been in for over 3 weeks. This credit union failed to answer the phone for hours on end and then hung up on me. I was then finally sent to a supervisor who claimed that they could give me no information at all. I asked to speak to someone above her (Jackie) to which she immediately replied that no one was available. I asked how she could know so quickly and she had no response. then finally she says that she knows that no one is available because she knows that they are all in a meeting. every one of them. really? There is a reason that this junky credit union has 2.9 stars. if there was a lower rating I could give it, I would. I work with hundreds of credit unions around the country and Tower FCU is by far the worst. Buyers beware! This place is terrible. read more

The representatives are nice but boy are they slooow. Maybe it's not the representatives but the process that the bank has for how they service the customers. They have drive through lines that seemed more like parking lanes. Why are there not dedicated representatives to serve the drive-thru line especially during high volume hours like Friday? Drive-thru service should not take so long. Does anyone ever look at the service time for the drive-thru line? Must do better or just get rid of them. I had a simple one deposit transaction and I was able to write and submit this review before my transaction was completed. This is even after I had sent the tube back; not including the time it took for me to be the active customer. Smh... read more

Would leave zero stars, but not possible. I have never in 30 years of banking dealt with such incompetence. Every single interaction we have ever with this entity is horrible. Nothing, not a thing, ever goes smoothly and everything is a convoluted, uphill battle. Dumb policies, backwards processes, and inability to solve any issues. As soon as there's an opportunity to get our loan out from under TFCU we will run with the opportunity and close all accounts. Could not possibly recommend less. read more

I've been trying to close my empty loan account for 4 months (I don't know why I wasn't just closed when I changed banks), every time I fax over my request (yes they're an ancient company that still uses fax machines) to close the account, they say they can't find it, I keep getting EStatement emails but I can't log onto anything anymore. And when I call they're useless. read more

I have had a loan with TFCU for about 4 years. It is damn near impossible to pay my bill. It is literally a struggle every month. I can't keep track of how many times I've been locked out of my account for no reason (I go in once a month to make a payment). I have to call their pathetic customer service line every time. Every time they just have me register with a new username and password because they can't figure out how to unlock the old one. Seriously?!?! It's 2020 people!!! WTH? read more

Go to their website and try to write them an Email or use the Live Chat features. Both are broken. Enough said.

Aweful customer service. Opened an account and heloc there. Haven't been able to contact them in a week. Sitting on hold for over 20 minutes multiple times. Have tried 3 different numbers. When opening the loans the communication was hit or miss. Without a response for 2 days. Then asked to resubmit info that wasn't send from originator. Plus they misspelled my name...im actually on hold writing this again..9 min and counting... read more

Bad customer service. Reps aren't able to brainstorm and solve problems.

I do not recommend doing business with this credit union. If you have other options please try them and make this one your last resort. TFCU customer service is very unprofessional and rude. The hold times to speak to someone is ridiculous (like 20min hold time) and when you do speak to someone...they have no answer for you. Then you are pushed around to other departments to get an answer by hold to speak to this department and then here is a number for this department..just irritating. I only been with them for less than 6 months and so ready to move on... Their loan rates are nicely advertised! In my opinion...the overall experience will make you regret dealing with them. read more

Worst bank in terms of customer service. You're stuck talking to a computer instead of a person 99% of the time. The ATMs are broken most of the time and I can't even deposit my checks on time. They limit how many times you transfer YOUR OWN MONEY from checking to savings accounts. Then they charge you overdraft fees even though you have money in your savings account but won't let you transfer it to your checking account if you've reached your limit. I suggest trying any other bank ever created rather than this bank. read more

If I could leave zero I would. This credit union is stuck in 1992. My wife and just spent a month mailing paperwork back and forth through snail mail to get a home equity loan. Finally finished and I'm trying to call to get online access set up and they won't help me unless I mail more documents formally requesting my member numbers. I can verify every bit of data on my accounts but I have to go through snail mail to get any access to it. I haven't had to put up with this kinda stuff since the beginning of the internet. Do yourself a favor and do business with a real bank from this century. read more

Unwillingness to communicate sprinkled with the month-long response times and unaccomplished loan funding due to made-up reasons easily bring the level of service to 1-star. read more

****** DO NOT DO BUSINESS WITH TOWER FEDERAL CREDIT UNION ****** I financed my car loan through Tower a year ago. I have registered for their online payment center with 2 different emails, and still don't have access to pay my monthly bill. I have mailed in checks that have gone without deposit to date. The only form of payment they have accepted is via their automated phone payment system with a $9 "convenience" fee. I have spoken to at least 3 different representatives this month and nobody can offer me a solution that actually works. They further cannot confirm the dates and amounts that they have received, when compared to the transactions that have cleared my checking account, when I read them the statement from my online account. I will be transferring my loan to another financial institution this month. read more

This place is terrible! I was skeptical when I first joined to begin with as they did not allow for deposits at other credit unions as is customary with any other credit union I have ever had stating (no seriously, they really said this) they believed there products were far superior than what other CU's had to offer so they did not want to participate. My husband already had an account there so I went along with it. Since then (for about 2 years now) anytime I want to do anything, it is obvious I have to go to a branch which is inconvenient as we are an hour away from the nearest one. Any time you are on the phone it seems to be at least 20 minutes, that is after the 5 minutes you spend pushing the right sequence of buttons to get somewhere. They have this ridiculous password garbage that seems to somehow randomly change or keep popping up after I told them to remove it. The most recent (and final straw for me) is the fact I received an email stating my card had been compromised and that it would be deactivated. I would need to get a replacement. I called to try and get one but thanks to their floating random password thing, I can't get a replacement card, so now I have to make the 2 hour round trip to the bank. This will also be the time that I get my funds and find another less arrogant and more productive bank that can actually help me with my needs.... what a joke. read more

Horrible, they keep calling me to tell me that my payment is passed due when they are the ones taking the automatic payments, and this is every month. If they are recommended to me for another auto loan I'll be the one that says "NO". read more

I have been a member for 2 years. I have a Loc & Personal loan and Mastercard and auto loan with Tower. I called for a bill consolidation for $16,500. It was declined stated to much debit based on my income. I emailed them back to ask question about the declined and wanted to know why they didn't counter offer, since I already have the 3 loans with 3 different rates and payments and no one responded back to me very unprofessional. I called twice for a manager over the loan department last week and I didn't get a return call until today. I asked why didn't the loan officer offer a counter offer an she stated she didn't know why. She offer to combine the 3 loans together but will closed out my Mastercard and the LOC. I explained to her that another credit union worked with me and told me what I needed to do. They were very helpful through the process of my application. I was approved for the bill consolidation through this credit union.I explained to the Manager that I declined her offer so I will be paying the 3 loans off with Tower. I will be in the future transferring my auto loan and my checking and saving account over to another credit union. I will never refer anyone to Tower, read more

TFCU has the worst online banking system and I can't take it anymore! I've been a member for over 25 years and their system is seriously outdated. Our online credentials are constantly expiring and require a phone call to customer service to reset the passwords. I tried sending an email this past week to them and you have to sign up for their completely separate email system - can't use conventional email. I appreciate their desire for security measures, but the system is way too inconvenient to make online banking "convenient." This is a technology challenge financial entity. read more

This bank has a lot of parking, a drive-up ATM, two drive-up monetary teleports, and another parked ATM in front of the doors. Unlike other banks this bank has no face-to-face bank representatives and, therefore, you must communicate via a screen in which they are located behind. This bank is very safe and I love it for that reason. read more

ABSOLUTELY TERRIBLE customer service. The absolutely WORSE credit union I have ever had......period. Don't do auto loan from this bank. Don't waste your time. The worst customer service I have ever had. read more