It has always been a real pleasure to meet with the employees of this bank. I have come with all sorts of questions, about banking on line, getting statements, etc. I find everyone terribly patient with me. They are tirelessly explaining the way to access online information when I'm stuck (I'm older and need the staff to be real patient and not mind my accents. A real please... read more

Excellent banking experience for over 40 years. I highly recommend Virginia Credit Union.

If I could leave zero stars I would. I have been a member of Virginia Credit Union for 31 years, and until recently, I would have strongly recommended them. Unfortunately, my experience over the last several weeks has completely changed my view of the organization. After my husband lost his job, I proactively contacted VACU to discuss temporary hardship assistance related to my personal loan. I have maintained excellent credit for decades, consistently carried an 800+ credit score, and have never made a late payment during my entire relationship with the credit union. I wasn't avoiding my obligation. I was reaching out early, responsibly, and transparently to ask about possible payment relief, refinancing, or modification options before falling behind. What should have been a straightforward conversation turned into a frustrating three-week cycle of poor communication, endless transfers, conflicting information, and extremely long hold times, often exceeding two hours. The transition to the new Member One system appears to have created significant operational and customer service issues. The online loan payment experience is also incredibly difficult and not user-friendly. While I was eventually granted a short payment extension, the refinance process was equally frustrating. I was initially told refinancing would not meaningfully lower my payment, so I requested that my application be withdrawn. Days later, I was informed that I had actually been approved pending proof of rental income. I promptly submitted lease agreements, bank statements showing recurring rental deposits, and tax returns. Despite clear documentation and visible monthly deposits into my account, I was told the income could not be verified and would not be considered. The Virginia Credit Union I knew for decades used to go above and beyond for its members. This experience felt completely different. The level of inefficiency, lack of coordination, and inability to resolve straightforward issues has been deeply disappointing. At this point, VACU feels less like a member-focused credit union and more like a large corporate bank, except with worse customer service. Comparatively, I have found Navy Federal Credit Union significantly easier and more competent to work with. My parents and grandparents were also longtime members, so this is not a review I write lightly. But after 31 years, I am seriously considering moving my business elsewhere and refinancing my loan simply to avoid dealing with this institution again. read more

Helpful knowledgeable and friendly easy to talk to many great ideas always ready to get you the answers you need when you need them

Don't do business with this bank. The don't protect their account holders. They call me about unusual activity on my account after they have taken the money out of my account. Then they cancel my card. I have to call Temu and Cash App to get my money back. Cash App is returning my none, but now I don't have a card for them to return but roams the bank will not put I in my account. I have never dealt with a financial situations this bad Wells Fargo would have credited my account immediately. They would have called me to verify the transaction before it was approved. Don't do business with this banks read more

What used to be a reliable, customer-focused experience has completely fallen apart. For over a week now, accounts have been a mess--transactions showing up as "ATM" with no merchant names, which led to incorrect ATM fees being charged. Yes, they eventually reversed them, but that doesn't excuse the chaos in the first place. It gets worse. I had a simple $9 refund from Walmart somehow get flipped into a debit after the merger. That's not a minor glitch--that's a serious error involving my money. Meanwhile, branches are packed with frustrated customers trying to get issues resolved. Lines out the door, long waits, and no clear answers. And online banking? Still inaccessible. I'm already in the process of moving my accounts elsewhere, because this level of dysfunction is unacceptable. What was once a great credit union has been completely ruined. Avoid Virginia Credit Union at all costs. read more

The merger with Member One has been a total mess from the beginning. In October we had to contact all businesses that we had transactions with and give them our new routing and account numbers with the new account number that they had provided. Which was a very lengthy process. Then in March we receive another letter from Virginia credit union with a different account number so the entire process had to be done again. I was also promised 80 new checks with the merger which have never arrived. read more

just sat on the phone for a little over an hour trying to get my loan payment made. never happens and I never got any closer. The phone systems are the most uselessly complicated thing I have had to navigate online. I talked to 10 robots before I ever got to a person. who then just told me they couldent help and had to transfer me to a specialist. which I then had to talk to 10 more robots trying to diagnose my problem. only to have to tell it all over again for the 3rd time to once again get nowhere. I still haven't been able to make a payment and I have all the information I know I need. Im gonna have to drive there and pay in person every month now to not get behind. i do not recomend using virginia credit union in my oppinion they do not care for their customers or making the process easy. read more

Don't bank with Virginia Credit Union! The day after Christmas someone was able to charge $17000+ to my VACU credit card that I never use. The charges were all for Kalshi around $800 per transaction. VACU claims they texted me and also emailed me at a different address (which I found out my email was changed to on 12/29). Apparently when VACU emailed the "new" email address, the transaction was supposedly verified and the charges continued. I called VACU as soon as I found out about the fraud in early January and filed a claim, which they said they would investigate, but over a month later I still have no update. Yesterday, I noticed a $25 late charge and $250 in interest charges on that account. I called today to inquire and found out I was supposed to make the minimum payment while they were investigating, which could take 60-90 days. None of that information was provided to me when I called to file fraud. And, get this, the minimum payment on the $17000 is $899! When I called today I spoke to probably 8 different people and was transferred, disconnected, and given different numbers to call multiple times. No one was empathetic to my situation until the last person, Ty, who gave me all the details I was looking for (but then tried to upsell me). So, now I have to make an $899 payment for $17000 in charges I didn't make or have my credit score destroyed. Once this is resolved (hopefully) I will never deal with them again! read more

Beware .....if you think that you are dealing with Member one credit union, you are not.... you are dealing with Virginia Credit Union that took it over. Not a merge, because there's nothing left of MOCU, it's VACU all the way.....there is no trace of member one Credit Union left. There is NO customer service. They must've fired everybody from Member one because as you wait for an hour on HOLD, you will hear their commercial , over and over, that they're hiring new people and are offering large signing bonuses. That might tell you something right there. The screw ups are monumental. I have a small personal loan that was to be paid on a debit card. They can't figure out how to use the card, but they have no problem calling and texting about a late payment. And forget asking for a home equity loan. You'll be at least 30 minutes on hold only to be answered by the receptionist who will tell you she'll take your name and number and sometime within the next two days someone will call you. And of course they don't. If you have been a Member One Credit Union member for years and you think there's any loyalty there , nope! there is none, so don't give them your loyalty , go find a new Credit Union. This organization is a dumpster fire. read more

Do not bank here. They are not truly a credit union and more like a bank. They 'merged' with my credit u ion years ago and it hasn't been the same. All robots and pressing keys to get nowhere. Biggest scammers is VACU. read more

Virginia Credit Union just merged with Member One and its a hot mess. Pulling my money and banking elsewhere. The transition has been the very opposite of smooth and I have no idea what the balance in my account should be because they've added transactions all over the place - they tell me they balance out at the end of the day but I'm not buying it. read more

Beware of sneaky and unethical behavior. They changed my loan due date from early in the month to late in the month. I switched my payment to the new schedule only to find out it added days that accrued interest. Over $100 worth. They swear it's legal, maybe so, but definitely sneaky and unethical . I'd recommend finding other loan sources if possible. Not an honest organization. read more

I've been a loyal Virginia Credit Union member for years, but I finally had enough and moved my accounts to another institution due to the endless, frustrating fees and terrible customer service. I went into a branch to move my direct debits for two loans to my new bank and close my checking account. They debited one payment, then sent me letters saying they weren't debiting any more payments. No one communicated this with me beforehand--just letters after the fact. It's beyond frustrating that after all these years of being a customer, I had to deal with this nonsense. They didn't do anything they promised, and the lack of communication was infuriating. I have NEVER paid late on either of my loans and I'm so glad to be rid of this place and will never recommend VACU to anyone. Terrible service, ridiculous fees, and zero accountability. read more

Avoid VACU at all costs. This review is not a reflection of in person service at a branch as that is the only way I can get quality service (after driving 50 miles to a branch). I have two loans with VACU and have had absolute nightmares of experiences banking with them and getting customer service over the phone. It is a plethora of transfers after transfers with completely incompetent people. They have taken double payments from me, not done what they have told as far as adjusting payment methods and cancelling. There is zero benefit to being with VACU as you will experience more frustration than its worth. Seriously consider other options before looking at VACU for car/home/personal loans. read more

this is the worst bank to do business with had my card turned off do to a random fraud. just to go to south park location they cant print new card so they send me to another branch in chester for them to say they also cant print the card .something is the branch management not trained to understand how to make sure this type thing dont happen. spent 3 hrs waiting on a card to be made that never happened . read more

They put a hold on my deposit even though it was the third check from the same place for the same amount. The first two were not put on hold. Why was the third? Rep refused to admit she couldn't tell me and insisted they did that for all of them, that it was SOP. If so, why not the first two? And why was I not informed at the time of deposit? Kept referring to VACU as "they" so I assume she does not even work for them directly. I waited on hold for a non-answer. What a waste of time. read more

My husband and I have been members of VACU for years, including having multiple bank accounts, home loans and car loans. We have always felt good banking with VACU and had good customer service. Sadly, as I've watched the credit union grow, it's clear expansion and profits are more important than customers now. The entity that oversees mortgages is laughable when it comes to customer service. I have been dealing with an issue for over 2 months and have yet to talk to someone who is willing to look into the details of my issue instead of sending or regurgitating a canned response and saying they can't help. VACU can't seem to join 2025 and communicate in a timely digital fashion, which only makes communication matters worse. I'm glad I have accounts at other financial institutions and plan to move more of our accounts away from VACU. read more

Was once a sound organization, now is just a source of frustration and insults. Preoccupied with growth (e.g., acquisitions) while absolutely losing sight of the basics such as customer service and respect, hardware that is reliable, employees that are competent, software that is contemporary, etc. Have used them for decades as our primary "bank" but have since moved most services to other institutions - all of which provide far better service than does VACU. read more

My wife has had an account for 50 years, I've had mine for 30. Today she left the house without her wallet and VACU refused to break a $100 bill without ID. Can someone explain this because it doesn't sound like the branch considers a $100 bill good for all debts public and private? read more

I have had my difficulties with the Virginia Credit Union, but what I want to say right now is that they have a wonderful new branch in Carytown, at Nansemond and Ellwood. The manager is D'Wayne Gravely, who is very helpful and obviously competent. I can say the same of Samara Thomas, also at Carytown. Both of them actually pay attention to what one is saying (and I had a rather complicated problem, which they solved). They also treat their customers with respect. I was about to look for another bank, but my experience at the new Carytown branch has convinced me to stick with VACU read more

If I could give this bank less than one star, I would, I have been a member since 2010 (originally with Chesterfield Credit Union before the merger). My account has been compromised three times in less than a year. The most recent incident was when someone used my account to make their credit card payment. I called customer service to report. The customer services are outsourced. There was an immediate language barrier that just added to my angst Not only did she not listen to me, she shut off my debit card immediately and said it would be 10 days to receive another one. My debit card was not the issue. She just inconvenienced me even further for no reason. This has been the type of experience I have received in all three instances. Terrible customer service and lack of security to protect member's accounts from fraudulent activity. Three times in one year is beyond unacceptable. I do not recommend this bank. Your money is not protected and the customer service is awful. read more

TLDR: confusing, unorganized, stressful, unempathetic. do not get a car loan from these people! I do not recommend getting an auto loan through Virginia Credit Union. This is my first time purchasing a newer car. I always bought used cars outright (90's hondas) so I was really excited to buy my first "grown-up" car. Initially my spouse and I were pleased with the loan terms and felt confident in the decision we made but then everything quickly turned confusing and sour. Within a couple days we started receiving emails and phone calls about our loan. We called Eric, who we set up the loan with and he assured us everything was okay. We reiterated that this is all new to us and that we were confused on next steps. He assured us that we just had to go pick out our car but we kept receiving emails asking us if we were still interested in the loan. I called a toll free number back and the person on the other end stated that these were automated emails and not to worry that we had x amount of time to find our car. When we found our car, I called the local branch and asked if both my spouse and I needed to bring in the purchase order. I was told no, just to bring it in and they'd cut me a check. The same day I went to the branch and was told that loan had been withdrawn with little explanation as to why other than "there are no notes." My local branch officer faxed information to Richmond to the loan office. I called my spouse freaking out and they had to take off the rest of the day to sort through it as I had to go back to work. My spouse spent all afternoon speaking to Eric who just brushed the whole thing off as a "glitch" without taking any responsibility and not relaying any empathy towards this really stressful situation for us. On top of all that, Eric came back with DIFFERENT loan terms with higher interest rate than the ones that he had promised and pushed gap insurance, extended warranty, AND a credit card onto my husband. Luckily my husband and I keep records of these things and were able to get the loan for the one we had agreed to. After sorting everything out, my husband went to our local branch with the purchase order. They sent him and I contracts through docusign which dated everything for the next day for him and would only allow me to sign on of several spots that I needed to sign. I had to go into the branch on my lunch break and get everything sorted. It took 45 minutes but I finally got the check. In addition to everything, we were never given information on how to check our loan status and to pay. My husband gave them our routing/checking information so we just had to assume that they will do that automatically. I'm dreading having to call these people to sort that part out. read more

Horrendous treatment towards members. Plane & simple...they will scam you out of your money through one of their dozen scams. For example, they will not notify, warn, or stop your account from any overdraft. Yep, not even a text or alert to let you know...and they are fully aware. read more

I really want to give zero or negative stars for this bank. My wife had an account with VACU before she and I knew each other, which she closed few years ago. We wanted to open a joint account. We opened an account online with no minimum balance. Here is what happened: 1. Somehow they picked up my wife's old address, saved it as part of the account, and send both our debit cards to her old address. The address we provided when we opened our joint account was completely ignored. We called the bank and they issued new cards and sent it to completely different address, which neither belonged to my wife or me in the past. We went to the bank to get this resolved in person. The person at the bank who helped had a strange attitude. He was acting and talking in a tone as if he is doing us a favour. He gave us new cards at the banking centre so we ignored his arrogance. 2. We started getting charged fees for the account even though we had more than two thousand dollars in our account. We called the 800 number and the lady on the phone fixed it but she was also unable to figure out what went wrong. 3. Depositing a cheque into our account at this took 10 working days. We called the 800 number and the customer service representative gave told that's how the bank works. I have account in another bank and cheques clear within 2 to 5 days. This bank is a complete mess. Their employees are not professional. I DO NOT RECOMMEND this bank. We finally closed our account with so many errors and harassment this bank caused us. read more

"Don't deal with banks, use a credit union" seemed like such good advice....15 years ago. VACU became just another bank, possibly worse. I would only advise using this service if you know for sure you won't leave the state of Virginia ever in your life. Their online service is not really accommodating to overseas living. My card gets a fraud flag with every purchase attempt, followed by getting hot-potato'd between member services, card services and fraud security services - and verifying the same personal info with all of them. To their credit, the card does eventually get unlocked... only to be quickly RE-locked on the next attempt. One employee blamed it on the algorithm. So now I'm imagining Johnny5 from Short Circuit is saying "NO" every time my name shows up. The incompetence of this institution cannot be overstated. If this company is truly "member-owned," does that mean I can just walk in and fire whoever spearheaded the "My Cards" service? Because I would absolutely hop on a plane to do that. read more

This has to be the worst institutions on the planet with terrible policies. They approved my application for credit union membership with no issue. It was until I applied for a credit did they have issue with me having multiple addresses on file (which is not in my control) and decide to restrict my account. I get the whole safety piece, but I emailed several forms of ID showing my address, including my Driver's License. They still require me to show up to a branch to verify that it is me to release funds and close my account. If these local credit unions stop working for you because you are not in the state, then so be it. I had the worst experience possibile and just would like my money back that I transferred to set up my account. read more

We should be permitted to give 10 negative frowns for reviews. The NEW online banking is the absolute WORSE I HAVE EVER SEEN. They started this MESS The week BEFORE it was suppose to go live on March 19. The entire update should have been complete and accurate on implementation just over a weekend. It is NOW MARCH 27. IT IS STILL A FOULED UP POS MESS! I have lost confidence in this company. read more

I am updating because I spoke with customer service... the first member service person was so uninterested in handling anything regarding the call. So I called again the next day and was pleasantly surprised, the rep was great but I escalated the call for a manager to call back.. I received a call from a, "mgr" but she didn't seem super knowledgeable and was unhelpful... so I asked for a VP to contact me... it's been 2 weeks, no call from a VP. So, this company is trash and you can keep it. I will surely share my experience with as many people as I can to make sure Virginia Credit Union becomes a better business. read more

Do not use Virginia Credit Union. They're the worst institution that I've dealt with. They're a cliche of long customer service hold times, repeat transfers, and unhelpful personnel. They'll send you in circles over and over and they aren't easily accessible. And you'll need customer service A LOT with them, unfortunately. They move around their online platforms and processes, rife with bugs and crashes. You can update your address or phone number on their website 10 times and it still won't stick, and then they'll lock you out if you don't enter the outdated information that lingers in their system. Seriously, dealing with these guys is not worth the impact on your mental health. read more

Required my ID to make a DEPOSIT.!!! Said it was required because it was cash. Yes, it was $100 in cash REALLY????

some one deposited money into MY account and went back in and took some of it out the rest I went to the bank with and turn around these people gone say I took the money this has been the worst experience I have had with fraud and the bank not protecting my stuff. I just opened up the account set up my direct deposit from my job i will not reccomend no one here because 1 they did not protect my account or the other person how is it someone can go into someone's account put it in someone else account then take it out and put it in another account with Vacu make it make sense read more

Virginia credit union is awful they need to get their stuff together before they get sued the customer service is poor they don't have respect for their customers I receive a check in the mail and my bank telling me that check isn't real that fraudulent check read more

Very Poor service the call center CSRs and the call center CSR managers have a bad habit of telling you they are going to fix an issue or credit you a fee that was mistakenly put on your VA credit union master card then they never do! When you tell their "upper management" about this they don't fix the issue and then turn around and blame the customer instead of their errors! They now this is an issue and still don't fix the problem at all. That's why I closed out my checking and saving account and went to another credit union last year! read more

One of the best locations that exist in Richmond. Very quick service and tellers always friendly and helpful! read more

My P essay for the day is do not use this bank at all if you can skip them please do. They left me in $35000 worth of debt with a car I don't own because they lied to my face. They promise to do everything electronically including the refinance which was done. That included the title but that was a lie to my face. Best part is now They're only common is it's not their problem and I can only turn the car in and hurt my credit. read more

They will suck you dry. I went up to $100 in overdraft fees in one day. If it's not in the account, common sense would say stop the payments, or at least alert the account holder so I they can make a transfer. I understand overdraft procedures, but that is ridiculous. I will be changing banking institutions soon. read more

Christopher Shockley, CEO of VACU claims to be a servant leader and to have a servant heart (Richmond Times Dispatch Article) but the company that he leads has neither. As I was told Mr. Shockley does not have the bandwidth to talk to members (Of which I am not and I will never be) I was not able to determine if his claim was true or not but I can tell you the employees at VACU have not been lead or trained to treat the family of a deceased member with kindness or compassion or any anyway using a servant heart. If you are a member, please know that based on our experience your family will not be treated with any form of compassion if you pass and they have to deal with VACU. read more

Not sure what has happened to them, but after being with them for over 20 years, customer service has gotten awful. ATM at my local branch wouldn't take cash for a deposit, went to the window and they require an ID to deposit cash with a deposit slip. WFT? Recently my card was compromised, drained my account and got a call from them about suspicious activity and they locked my card, awesome, on the ball. Well that was over 3 weeks ago and no calls on updates. I've called 5 times and keep getting the we need another 2-5 days to look into it and you will get a call back. No calls, no money. Dropping this bank as soon as this case is resolved. Bye Felicia ! read more

I would give them zero stars if that was an option. VACU is no longer trustworthy. I was deceived and and lied to. And then they took money from my account after giving me the runaround for three weeks. There was a time when they were the best but that is long gone. I've been a member for over 20 years and I used to love VACU and recommended them to several of friends and family. But VACU has gone downhill indeed over the years. They are worse than those big banks. I'm taking my business somewhere else and telling my family and friends to do the same. I don't trust them and neither should my loved ones. read more