Credit Union ONE

This afternoon, I got a phone call from Credit Union One that my account has been compromised… yet again. I drove up to Credit Union One and was forced to sit for the customary 30 minutes before someone approached me. Today it was Deanna, the branch manager. I asked her why this was happening to my account so frequently and if this was going to be a regular ongoing problem. Her response was, «Yeah, this is just what goes on now in the modern world». Um… huh? Is that response suppose to satisfy me and instill confidence in this institution to guard my life savings? She set up a new card for me, had me set my PIN number, and told me the card will only work as a DEBIT card until tomorrow, when the credit card function will be activated. I said ok, and walked out. It wasn’t until a half hour later, when I arrived at 12 Oaks Mall and tried to use my card that I found out my new card didn’t work. So I tried it at a different store. It still didn’t work. So I jumped back in my car and made the half hour drive back to Credit Union One. I signed in to speak to an Account manager. I waited, and waited, and waited. Finally after 20 minutes, I walked up to one of the tellers and told her that I refused to wait any longer, and that she needs to go get Deanna, the branch manager to fix my problem. When Deanna came out, without asking any questions, she immediately said to me, «I told you that you can’t use it as a credit card until tomorrow.» I told her, «Yes, I know that. It’s not working as a DEBIT card.» With no apology, or empathy for the frustration and inconvenience her FAILURE to set the card up CORRECTLY has caused me, she responds with, «Well you’re just going to have to wait until I’m done helping the member I’m with right now.» I then waited another 15 minutes, until Deanna was walking by me, at which point I said, «Miss, I can’t wait any longer. I’ve already wasted hours on this problem. Will you please just make me a new card and I’ll be on my way.» Her response was, «Sir, you can either wait, or leave your number and I can call you when I have time to look at your problem.» At this point, I said, «No miss, I want you to take care of my problem right now. You’ve already wasted 2 hours of my time by giving me a card that doesn’t work, causing me to drive all the way back here from Novi. Now you’re asking me to wait longer? You should be begging my forgiveness for the inconvenience you have caused me.» She still refused to help me. I then decided it was time to remove my funds and close all of my accounts with Credit Union One after 12 years as a member. I was about halfway through closing my account and collecting my funds when Deanna approached me again and said that she could help me now. I told her it was too late. I’m closing my accounts. While she walked away she replied over her shoulder with, «Oh, well I’m sorry.» I turned around and said, «No, that is what you should have said immediately when I walked back in here with a card that didn’t work. You should have apologized for the inconvenience and fixed my problem immediately. Instead, you patronize me and you blame it on me, insinuating that the problem was that I didn’t listen to you and tried to use it as a credit card. Then you make me wait an additional 20 minutes while you take your time with another member. You need to learn how to speak with people in a respectful manner. Your job demands it, and people deserve it. In my 12 years as a member here, I have NEVER been treated this way, and it is enough for me to take my business elsewhere. That is how bad you have made me feel today about Credit Union One.» It isn’t just today’s experience that forced my decision. My account has been fraudulently compromised several times over the last year and a half, causing the inconvenience of having to get a new card whenever it happens. Overall, in the last two years, this Credit Union has steadily gone down the toilet in terms of Customer Service, and in protecting my account and information. It’s too bad, because at one time I really loved Credit Union One, and would sing their praises to anyone looking for a bank. Not anymore, and never again.

I’ve been a member of CU1 since I opened my very first account when I was 16. One of the things I love about the Berkley branch is even though there are only 2 drive thru lanes available, it’s always a quick trip, compared to Ferndale and their 5 – 6 lanes and a guaranteed 15 – 20 minute wait.
Another thing I love is they don’t make me fill out a deposit slip allocating every single penny and where it should go. I scribble my instructions on a scrap of paper and send it off. They are a fan of the leftover pages from my page a day Office calendar :) And walking into the branch and getting recognized when I approach the counter is really nice as well.
I only wish you could deposit cash at the ATM along with checks.

So — I opened a bank account at a credit union thinking, «Hey — it’s local. They have to care more about their customers/​members than the big banks, right?» Wrong.
The biggest complaint is that they are understaffed. There are generally long lines at the branches (I’ve been on Saturdays and on a weekday, and there’s always been a long wait). I haven’t yet been able to get through on the phone (15 minutes before I get a live person is my limit before I hang up, and I think that’s a pretty patient customer).
I haven’t gotten any statements — I signed up for online statements and just haven’t gotten them. I haven’t been able to sign in online. And I’ve had the account for a couple of months now.
I’m normally not someone who goes into branches. Who has time? But I’ve gone twice now and it hasn’t fixed the problem. I really wanted a credit union for our first joint account together — but when it comes to banking, I’m re-​thinking the «local» thing. I might just go for a bigger bank with better online access.