Seems... okay so far. I just opened an account and deposited a check from the Commonwealth of Kentucky, and the teller said there's a mandatory 5-day hold on it. He said that will also happen occasionally with large checks, "such as $20,000 checks." I asked, "What about $10,000 checks?" He said, "Maybe. I'll have to check with the manager." What? Every time I deposit a large check they're going to put a hold on it? Even if it's from a very safe, known organization like the state of Kentucky? When I opened my account, nobody gave or sent me any credentials for my account. I waited just over a week and then called them, and the support guy gave me the info I needed to create an online account and log in. Well, almost everything I needed. I had to call back and ask why it wasn't working, and the answer was that the account number I needed was the last 10 digits of my account number, not the entire account number. From what little I know so far, seems like they operate more like a bank than an actual credit union. Time will tell if I continue to use this place or not. I'm just not sure yet. They do seem to have a nice app. read more

Very poor communications! UK CREDIT UNION took over Cove Credit Union - and it is a total mess especially related to the cove credit card. I've made 4 attempts to address the issue and can't seem to find anyone competent that can help. all I want to do is access my credit card account and they can't seem to help! what?!? read more

When the credit union was Cove, we were allowed free checks. Now we only get one book of free checks, period. I do not believe this is a good practice. I believe the UK credit union can do a little more for us. read more

if I could give them zero stars I would. I have owned many vehicles in my life and this is by far the worst place to finance through. They stopped sending paper statements without my consent, refused to let me pay my loan through the app/online, then proceeded to tell me I had to pay $10 to pay via phone when they would not allow me to pay any other way. Every question I asked, such as how can I pay without the fee? The representative would simply reply, "I don't know". I am fine with a $10 fee, IF I had other ways I could pay, however, that being my only way to pay my car payment, I feel as if that $10 was stolen from me. There's no way I'd trust this place as my main financial institution with customer service practices like that. read more

They just bought our bank out. Second day they would not cash my husbands pay check that he has recieved every week for 11 years. Never once did they call us back. We had to keep calling iver a week straight read more

I set up a checking account to use as a bridge between my primary (another bank) and brokerage account. Thus, the balance was purposely kept low. When I created it, I opted not to allow overdrafts. Turns out they can't handle that, still charged an overdraft fee of $20, then charged me another $10 to process the payment. Would not recommend, there are 1000x better personal banking options. read more

It's hard to get much worse. If you're looking for an auto-loan I'd steer far, FAR clear of this lender. They're actual garbage for a multitude of reasons. First is their late fee, it's 30 USD with wildly inconsistent grace periods. Second would be their "Convenience fee" where they charge you 10 dollars every single time you make an online payment. This fee is an outright scam and over the course of your loan will amount to a significant amount of money effectively flushed down the toilet. They also try to tack on extra fees without notifying you, for example with my own loan they decided that my full coverage insurance was apparently not sufficient, and attempted to add over 1,000 onto my loan by purchasing additional coverage on my behalf. The only reason they're likely even in business is because scummy car dealerships use them. Do yourself a favor when shopping for a car, tell the sales shark that you wont accept any loan through this lender, period. They're actually disgusting. read more

"I had an incredibly frustrating experience trying to resolve an urgent matter over the phone, which unfortunately is not the first time I have dealt with terrible hold times here. When I called, I was number 25 in line. After holding for a while, I selected the option to receive a callback. Because my situation was highly time-sensitive, I couldn't wait around and decided to drive 35 minutes directly to the Nicholasville branch. During that entire drive, I never received the callback. The phone system is completely unacceptable for urgent issues.The only saving grace was the in-person service once I arrived. I was fortunate enough to be helped by Hally. She was incredibly helpful, professional, and handled my urgent problem right away. While management seriously needs to fix the chronic phone queues and unreliable callback system, Hally deserves major recognition for her excellent customer care." read more

they were great and easy to work with before they replaced their customer service officers with an ai. now you can barely get a hold of them

Horrible bank. They charge a $10 fee just to pay your bill online and then the online bill pay works half the time.

UKFCU issued a number of predatory loans to my mother who suffers from cognitive issues, essentially placing her in financial bondage until such a time that they would be able to maximize injury and potentially take her home and other assets. Happy to speak about my experience with anyone who fears for their safety and well-being. read more

If i could give LESS than one star I would. When I first received my loan there was an issue with my insurance coverage that was not caught for 4 months, so UKFCU went back and told me "We purchased additional coverage for your past"....they charged me $2300 for coverage IN THE PAST...how is that even legal...you charge me to cover me for a time period that is past...like I am in danger of getting in a wreck last month? This raised my bill 250 a month for a year. Then a year or so later my vehicle was totaled...even though I had paid for GAP insurance it only covered $1300 and left me with a loan balance of $3300 somehow. Also they hit my credit with a delinquent charge for over 30 days when it was paid, I had to call in and wait to have this removed. Worst banking experience ever....they could not PAY me to bank here. Do yourself a favor and go somewhere else. read more

Payments keep getting declined for no reason. An online order of socks, a local restaurant, a streaming service monthly payment. Not once was there a message asking to verify if it was us making the payment - they were just declined. Customer service has a long wait and staff are unhelpful. One agent said a declined payment looked like it went through from their end when it hadn't. Another had no idea why a payment was declined and said they would investigate and call us back but they never did. We're now having to move all our wages and bills back to Chase because we can't spend our lives on the phone to UKFCU. Would not recommend. In case you're wondering there was always ample funds in the account when the payments got declined. read more

Me and my wife have been a customer for 18 years, and saw service degrade slowly. Now it takes 3 days for a wire transfer. Imagine that. You need to transfer money urgently, so you decide to do a wire transfer only to realize UKFCU takes 3 days for the wire transfer. What century do they live in? The agent on phone accepted (not kidding) that other banks (like Chase) are better. I have been disappointed far too many times recently. Every time I gave a pass thinking maybe next time it will be better. Closing the bank account. Can't deal with them any longer. read more

After 21 years as a customer of this credit union, I've finally reached a point where I'm going to close my account. Now, I got an account here in 1998 an undergrad at UK because it was conveniently on campus and they didn't require things like a certain regular deposit or minimum balance for a checking account, which were convenient for a "poor college student." However, going out into the world after graduating, it's become more and more clear over the years that they are actually a pretty lousy place to bank with, and I'd been keeping my account active with them out of some echoing sense of loyalty to my first bank and my alma mater. The interest rates on their credit cards are high, much higher than you'd find at competing banks and credit unions, and they have lower limits too. The interest rates on their certificates of deposit are lower than you'd find at competing banks and credit unions. It's always hard to reach someone on the phone. Most of my attempts to call them on the phone have resulted in me hanging up and driving to a branch, that's how long it takes to reach someone. Their system for detecting debit card fraud is painfully over-sensitive, to the point that leaving the state of Kentucky for any length of time may set it off. I've had my debit card with them suspended for "suspected fraud" for simple day-trips to adjoining states. People say that credit unions are supposed to give better interest rates and customer service than commercial banks, that isn't true with this one. I've had accounts at a number of banks and credit unions over my life, and this consistently has had the worst service and has the worst interest rates and fees. My friends from my college years that I keep in touch with have all closed their accounts here, each one has told me a tale of some unfair fee or bad service they'd received. Like me, they'd kept their accounts out of habit, but each one had some point where they pushed them too far and they left. The last straw for me was today. I do most of my banking with another bank now, but through that other bank's online portal I can have it check my bank balances at UKFCU. I saw I had a few dollars in my checking account, so I set up a fund transfer to move that money over. I look at my balances a few days later, and see my account at UK is now overdrafted. I look closer. . .they charged me a fee to simply transfer money between accounts, a $3 fee to move $5 dollars, and that $3 overdrafted me. So, I tried to call them to ask about this and see if I could get them to waive the charge (unlikely, but I thought I'd ask). . .and after spending 20 minutes on hold (in a workday when I have to take break time to call), I've officially reached my wits end. I'd been keeping an account open with them as a nicety to them for years, but now they've spent that last shred of goodwill I had toward them. I'll be going in there in person soon to pay off this tiny overdraft, then close down my account after 21 years. Please avoid this credit union if you can. It's marginally acceptable (until you can get an account somewhere else) if you're a student on campus and don't have an account at any other institution (and don't have a car so you can easily drive to one), but once you graduate or if you're in the broader community, stay away. read more

Ugh! I've I've left a review on Google but I will here as well because people need tonbe warned Febuary 5th, card is stolen Febuary 7th, new card is sent and there *supposed* to be a fraud case started and it will take 10 days. NOT buissnes days Febuary 14th: I call them to ask when my new card will arrive as it is late and am informed they "forgot" to open a fraud case. I am assured it will take 2 more days Febuary 16th: I call to find out 2 days is wrong. It will take 10 days past the 14th Febuary 24th: oops, did we say 10 days? We meant 10 buissness days! (Even though every time I asked they specified they did not mean buissnes days) Febuary 28th: has been 10 buissness days. I call. "Oh sorry, we can't give it to you yet because you haven't signed the forms. You can sign them today and it might takenup to ANOTHER 10 buissness days to be refunded" Not only is this beyond immoral, it is ILLEGAL. every source says they are legally obligated to refund me by 10 buissness days. On the last phone call they were dismissive and told me "oh whoever called you must have given you the wrong information, sorry about that." I have spoken to over 5 employees AND the bank manager and none of them ever bothered to tell me I was supposed to sign forms. I have over $1,000 stolen from my account and the bank does not seem to care. They act like it was 5 bucks. I will be contacting them one more time later today to let them know that if they do not return my money by midnight I I be contacting a lawyer. This is ILLEGAL read more

When there are so many other choices out there for banking, I cannot recommend ukfcu to anyone. Their customer service is a joke, long wait times, 3 days for a wire transfer, a mediocre at best mobile app that works about 50% of the time and an online payment portal that looks like it was built circa 1998. Do yourself a favor and look elsewhere for your banking needs. read more

I opened my account in 2008. Every time I've investigated getting any type of loan or home mortgage, UKFCU has never been the most competitive choice. My credit limit has always been lower than my other cards by many thousands. I finally closed my account on 2/12/19. The letter I sent, snail mail required of course, included my address. (I also received my end-of-year tax form at my current address.) On 3/1/19 I called asking where the final check is. I was told it was still being processed. Now, April 8, 2019, I was informed the check was sent to the address I moved away from 2 1/2 years ago. Now, I have to validate my account with a little question & answer session, fill out an affidavit form, and start the entire process again. UKFCU has proven that leaving them is the right choice. read more

if I could use a 0 star I would!! They are ridiculous NO CUSTOMER SERVICE AT ALL!!! They're was a mistake made with a bill pay going to a wrong account and they wouldn't fix it! DONT USE THIS BANK!!!! read more

Credit unions are supposed to be for the members I believed however let's say it's Christmas and you have 5 dollars left in your account and a PayPal charge for 5.01 comes out what would UKFCU do? They would pay it and charge you 29 dollars in fees for loaning you a penny...then another charge comes across what do you think they will do? You guessed it deny the charge but STILL charge you a 29 dollar fee! Then every single day they let this same unpaid charge attempt again and every time charge you a fee! Please don't join this bank go to ally or somewhere online they don't care about you and their rates aren't good enough to justify the absolute dumpster fire that is customer service. read more

Stay away. Ive used this account to pay bills for the last 10 years. Just recently they did an "upgrade" to their online banking system unless you have a member ID......which was issued at time of opening your account. And no this isnt your account number. Its locked me out and they say I cant resolve the issue unless coming into the bank. I live 6 hours from the bank. After multiple phone calls, waiting on hold for a total of almost 2hrs, being promised that a manager will call me, there is still no resolve. Once I finally get back to KY, I will be closing this account. read more

Be careful with this bank. They enter incorrect SSN and then won't fix their error. They partially enter change of address details but then won't fix the resulting problems when pointed out to them that all accounts needed the change of address. They are unwilling to fix their errors and expect their customers to fix the bank errors. They provide incorrect information such as contact phone numbers in letters to call to resolve problems they created. Asking for people to use fax machines for changes of address - they need to come into the modern era. They took 6 weeks to send a replacement credit card. We were with this bank for more than 10 years, but no longer. The service has definitely deteriorated. Be careful. read more

Horrible customer service. Banking there for over 10 years. Mobile banking is horribly executed. Online platform is no better. Tried to get a car loan once and I was just floored at the incompetence. read more

Absolutely the worst financial institution I have ever dealt with. One big scam charging for car insurance on a car loan. After being given insurance info at loan origination. Took several calls and 6 weeks to fix the issue. read more

Wow... What an awful establishment. My parents set me up with an account here thinking it would be a good bank. THINK AGAIN. I received a debit card and was able to use it for a while. Then it kept declining even though there was money in the account. After over 20 min on hold it turns out 4 months ago someone tried to use the card fraudulently. They DID NOT NOTIFY ME. Just put a hold on the account. When I asked why I was not notified it was because they had the wrong phone number. As soon as I can I am bringing in my written notice of closing my account. Beware they are an awful bank and do not even notify customers of FRAUD. NOT OVER PHONE OR EMAIL OR MAIL. Also the representative "Christina" was not very helpful and refused to admit error that they should have contacted me when there is suspected fraud. read more

This is the worst place in banking. I took a business check there to cash, and because it was made to my business, they wouldn't cash it. Even though it ALSO has my name under the business account. Fat, lazy, people, that just want to do whatever they can to not have to do anything. What a joke! read more

Everyone I have worked with has been professional, friendly and helpful. The credit union supports the community and gives back when there are disasters in Kentucky. I have had several loans and have always been satisfied with the rates. My kids have opened their accounts at UKFCU and they are learning to manage their money early. I have always had a great experience here! read more

Worst experience ever. Tried calling several employees hundreds of times and left voicemails with no reply.

They have good loan rates but if you expect anything in the way of customer service or up to date technology then look somewhere else. There phone system is automated and you'll spend 30 minutes sorting through menus before you get a real person. Once you do they are not helpful nor friendly. Online banking is outdated compared to other banks read more

I've banked with UKFCU for over 15 years. Throughout that time I have never had a poor experience with them. They've held 8 car loans, three signature loans and not once have I ever had to sit and wait on them to get everything done. My only wish is that one day the north side of Lexington would have an extension branch. I will pay ATM fees at competitors to save time running back and forth. Keep up the good work! read more

Would not recommend this bank. Even if you want to support local or it's close to your home. The systems and policies are archaic and customer service is weak. I'm switching to chase today. read more

I want to give them a zero out of five stars because I've never experienced such disrespect and disregard for customers. The woman ( Chelsea) at the front desk gave absolutely no help or direction and had us waiting for over an hour to even speak to a teller. She gave us an attitude from the moment we walked in and was very unprofessional, texting at the front desk and ignoring customers or was no where to be found. We have never had this kind of service at any bank before, truly irritating. We were so disappointed and irritated we closed our accounts and will not be returning. read more

STAY AWAY! Do not use this company for anything. They can't even verify insurance, and decided to charge me $2500 because they're too lazy to call Geico. read more

Horrible customer service. 30 minutes were spent on hold and when I finally spoke with a representative, "Tonya" told me that I could no longer make payments via phone. Tonya also informed me that I could make my payment online. While doing so an error in my owed amount was noticed. When Tonya was asked she advised, "Her computer crashed" and placed me on hold again. Once I was removed from hold and spoke to her again she was unable to answer any of my questions, provide phone numbers to anyone else who could help, or explain the initial problem or why it was still occurring. If I could give this negative stars I would and once my account is closed I will no longer be doing business with UKFCU. read more

After being a member for 22 years it would be reasonable to expect decent service. I read other reviews about how UKFCU used to be great and has declined. I have to agree. I used to like this bank. Not anymore! Being a member should be respected and appreciated but I was condescended to. "As a not-for-profit financial cooperative, our sole purpose is to serve our members." This language I copied from their own advertisement. It's a con. I called about a matter and was told to come into a branch and it could be handled. I was not at all pleased with the experience when I went to the location. The information given over the phone by an agent was inaccurate so I wasted my time because they did not help me at all. When I called to lodge a complaint, the branch manager, Chelsea, was unprofessional and three times invited me to bank elsewhere. She was rude to me because I had a complaint against THEM! I have kept this account out of loyalty to UK but this credit union has no loyalty in return. I initially called to express concern over my experience at the Export St. location and an employee named Marla and the negative experience there. I called trying to resolve the issue but instead, the manager only confirmed my belief that I should move my money elsewhere. This is inexcusable and not member service based. Chelsea was highly unprofessional. Cindy, a manager at the Beaumont location, was also uninterested in being helpful with a concern over my personal safety. To give credit where due, I was able to finally speak to the VP, Jennifer, and while she was more professional, her helpfulness can't outweigh the horrid behavior of the other branch managers. read more

I love this credit union! They have excellent loan products and rates for both personal and business needs. I have only been a member for a couple of years, but in this short time I have seen them invest in their member experience from a new website to a single platform for both online and mobile banking. They care for their members and continue to innovate. Looking forward to a long term relationship with this most excellent community financial partner. read more

Worst experience of my life trying to get in contact with someone in customer service or a branch or anyone other than the corporate office which says they cannot help me I would not recommend this bank for anything read more

Worse customer service ever!!! Everytime I called I got a different answer. Was told that I would get a call back within one business day never heard back. Paid of my loan after having to pay multiple extra fees then I was told my title would be overnighted to me. It still took me 3 weeks to receive my title. I do not recommend anyone to have to deal with these people read more

Ther clerk at the Reynolds road location was rude and short with my wife when we asked a question. Aside from the above we were ok with the bank EXCEPT for the fact our account would go negative even when we had money in the account and we not be over drafting it. We took a calculator and showed them the bank account should of had a few dollars left in it and the calculator showed this, however they would not listen and said the computer says no matter what the calculator says. They sent us a letter closing our account saying we were negative for 30 days straight, however my paychecks are direct deposited into the account so this is not possible as i get paid bi-weekly. This bank/credit union is a joke. read more

Absolutely ridiculous. They decided to do an 'upgrade' to their website which requires you to re-enroll so that you can log in. The only way to re-enroll is to provide your 'member number' which you cannot access unless you are logged into your account. But you can't log into your account without the member number. See what I'm getting at...? It's impossible to log in. After calling multiple times and being on hold and answering every security question under the sun they told me they cannot verify my identity and there is no way to log into my account! Excuse me what? This is like some sort of frustrating nightmare when you go in circles for weeks. My car loan is under this bank account and now I physically CANNOT pay my car payment because they will not allow me to log in and will not take my payment. It feels like they are using this to try and repossess my car! Now that I live in Atlanta, I am going to have to drive 6 hours just so I can hopefully get somewhere in person. Absolutely insane. read more