If i could give zero stars i would. I am extremely disappointed with the customer service I received at the Lunenburg branch. I went in trying to get help accessing a relative's account who had passed away because I am the executor of their will. The branch manager who also works in Groton, was extremely dismissive, condesending, and unwilling to help. He told me I did not have the correct paperwork and that he would help when I did. So when I went back the next day with all the paperwork he requested, he still was dismissive and unwilling to help or listen to what i was actually asking for. I found his behavior to be very uncompassionate and rude especially based on the situation. read more

I have been a member at WCU for over 20 years. My payroll check when I deposit them I always have access to the money that day. Today I went on my lunch brake to deposit my payroll check and do not have access to the money. Went on line to get the Lunenburg number and all they have is 1800 number. So I called and was on hold for 30 minutes until i got a presentive. I explained that this is the second time this happen and they said that i have to call the branch to were I deposited. They gave me the number and transferred me. The number the person gave me was 978-353-7135. The phone rang and rang then disconnected me. I used my cell 3 time and did the same thing. So then I used my work phone and it rang and rang and the disconnected. I am very upset that I cant get a hold of someone to fix this problem. WCU your customer service has gone down. read more

Extremely Disappointed with WCU Was a long time member of the local credit union. Difficulties began prior to the pandemic onset and only worsened as time went on. Communication by phone is next to impossible if you wish to get anything that resembles a quick response. If you have lots of time and want to sit on hold, sometimes 30 minutes or more, then give them a call. I've closed all of my personal accounts and move to a real bank that offers real service. I don't know if the problems with WCU is related to them being a credit union verses a bank or if it is a reflection of poor management and polices but it is exhausting in any case. Look elsewhere if you are seeking service from you lending institution! read more

Extremely Disappointed with WCU procedures/protocol. I received a letter in the mail about my account inactivity/dormancy, and informed that I will be charged a monthly fee if not reactivated. Directed to either contact in person or over the phone. After my third attempt to call during a stay at home advisory mandated by the state, I finally reached a representative. Without knowing my account number (not available on my paper statements provided by WCU) I proceeded to provide the representative; my name, social security number, date of birth, address, phone number and billing date. Once the representative confirmed I was the account holder, I assume the account was "reactivated"? *Was not confirmed over the phone I then asked for my account number (so I would not have to provide my SS number over the phone again) and the response I received was surprisingly "no". I find it odd and baffling that WCU informs their customers, via mail, they intend to withdraw funds of a personal account, monthly. Then WCU directs the customer to call a phone number that is not set-up and/or staffed appropriately where several calls are dropped. Overall, where method(s) of communication are approved for WCU to take property of their customers; these same method(s) are not approved for the customers of WCU to obtain information of their property. read more

Love this bank. I used them for 3 years and then had to move to the UK for work. I have kept this as my US based bank after I moved overseas for a bit, and everything has gone very well. No complaints, even given the tricky bit of being 5000 miles from a branch with transactions occurring all over Europe. There staff has been unbelievably helpful at every point. I could not recommend them more. read more

Friendly and engaging folks... I got a call from my local branch, just to let me know they were there for anything I needed. Unfortunately their technology is a little behind the times. They gave me a great rate on an auto loan, but in 2015, you have to actually send a check? They need to get someone engaged in delivering an online payment system for their website. I know they're a smaller operation, but if they can afford to do radio and TV advertising (I work in the business, I know what it costs) they can certainly afford to pay someone to make this crucial update to their services! read more

Absolute terrible bank. Maybe it's fine if you never leave the suburbs of Boston, but even if you go to New York, expect to have problems. Their technology is incredibly outdated, and their customer service is incompetent at best. If you ever have any trouble with your card after 5:00pm M-F or on the weekend, you're screwed until business hours. They will also lock your account without notifying you, causing even more embarrassing moments as your card is unexpectedly declined. To unlock your account, plan to be on the phone for at least half an hour, and have every single personal detail about you ever imaginable at the ready...and remember, you can only even do this M-F from 9:00-5:00. Any other time, you're out of luck. In short, don't waste your time. read more

I've been waiting over 12 days for a debit card because of a lousy $20 fraud charge. They want me to pay $35 to have it expedited when I said I don't have another form of payment to use and I can't even get a temporary card. I've had nothing but problems with this bank I'm not even sure why I'm still with them. Everyone else I know can get a card right away but here I am almost two weeks out waiting for a dumb pin to come in the mail? ... read more

This is specifically for the Hannaford, Drum Hill location. Absolutely horrible. They are thieves who have done nothing whatsoever to find my money that I deposited via ATM. Their response...."I don't know what to tell you, there's nothing we can do". Really?!! Unbelievable!! Not worth the risk. I would advise everyone to steer clear of this place! read more

Friendly people, not as shorthanded and busy as others when you are in a hurry.

i am a fan of banking with wcu. they make it easy for transactions, and dont even mind when you accidentially take the shuttle home with you. friendly fast service. read more

Ok, well, I will say they gave me a fair rate on my auto loan. However, when I paid a large down payment on the vehicle, I was told the 1st loan payment was included in my down payment. Dealership never sent the payment. So about a year later (the entire time I thought I'd been making on time payments) I get a letter stating I'm behind and if not paid by the date would be in default. I was shocked. After several hours on the phone, I finally reached someone helpful, who went thru my records and sent them to me. Only then did I figure out what happened! In an entire year nobody bothered to mention that I was a month behind on every payment, and the payments were even made in person to avoid such dumb issues! Once I finally understood, I went down to the shared branch I use (in person) and handed them a stack of cash. Their response? "Oh I'm sorry, your account has been blocked from accepting payments!" That's right, they blocked me from being able to pay. She said I'd have to go call workers and find a way to fix it. So WCU's solution was to go back to the branch, and deposit the cash in the attached savings acct, and they would move it to my loan. So I tried that, and was told the same thing, sorry it's blocked! Got back on the phone with workers, and they said oh, well you need to go back to the branch and put them on the phone so they can verify you're paying. Are you serious?! Nevermind the fact I've spent about 6hrs this week (Christmas week) including an hour each time I drive to the branch, trying to get these people to take a payment. So now I have to take another hour from another day to drive up there a THIRD time, put these 2 idiots on the phone together, so one can tell the other I'm handing her cash. I have never in my life had a harder time trying to pay someone the money that's owed on ANYthing. I'm beyond dumbfounded that this is their solution to collecting a payment: block the customer from making payments? That strike anyone else as just a little backwards and nonsensical? Not to mention I actually had to work hard to find out why they said I was behind, cus they did not offer the info at any time. I thought I was happy with my loan from this bank, until I actually had to deal with them and figure something out. Now I'm so far beyond frustrated at the complete lack of care and compassion, that they're making me do friggin backflips to get a payment into their hands. Not a single person has cared that I've visited the branch on several occasions, and have spent hours on the phone trying to get things fixed. The girl at the shared branch actually said " just stop paying them. They'll have to fix it for you then!" To which, of course, my response was that I don't want my truck repossessed! Unfortunately, although I've been satisfied until this insanely stupid incident, due to the lack of care and a seemingly neverending desire to waste my time, I will be looking seriously for a different bank to refinance my loan with and moving on. If by some off chance someone from workers union (that makes a difference) does read this, you really need to fix this ridiculous backwards policy of freezing an account from accepting payment. I would have a very hard time forgiving the unbelievably absurd way this matter has been handled. Clearly my business does not matter to this credit Union in any way. Shame on you for not lifting a finger to help a paying customer that wants nothing more than to return their loan to good standing! What an unreal experience. read more