Altura Credit Union

I did reached out again to help my friend resolve the loan issue on 5÷26÷16 and still the customer service in the loan department is poor.
I spoke to Steve a loan manager at Altura at 10:30am on 5÷26÷16 who told me he was going to look in the matter of my friends loan and call me back. Steve told me he was leaving that day at 2pm for five days. At 1:35pm that day I called back because Steve did not call me back.
He told me the loan was processed incorrectly and there was nothing that could be done at this point. I asked him to have his Supervisor call me, he said her name was Natalie. As of 5÷31÷16 @ 10:27am I have not received a call back.
I am trying very hard to keep this loan with Altura but the loan department is making it very difficult and my friend is going to check into other loan companies for the loan. At this point I don’t blame her.

I have been banking with Altura since about 2000. I have had business, personal, savings and sports club accounts, all in all over 10 accounts over the years. I encouraged everyone I know to do business with Altura. The service was excellent, client service the best, I knew all the tellers and managers and they knew me. Altura expanded too fast and then had to cut a bunch of jobs and close a bunch of branches. Service has continued to go down hill and it is at the point that I will close all my accounts. I have been given misinformation regarding use of the night drop and the express drop. When the funds were not deposited according to Altura’s information I was told I must be mistaken (or a liar, was the inference). I have deposited the same checks with the same amount for years (paychecks) and suddenly these checks had holds placed on them. When I have call customer service I was told the bank tried to reach me but I just hung up on them, funny no missed calls. It is impossible to find someone that will take some responsibility for issues or concerns. I am done with Altura, I get better service with my personal account a Wells Fargo.

DON’T USE THE 14TH STREET BRANCH IF YOU’RE LOOKING FOR CUSTOMER SERVICE IN ANY MANNER OTHER THAN SOMEONE ASKING YOU TO SIGN IN. The 14^th street branch has the absolutely no customer service. I love Altura but this branch is a poor representation of the Altura brand. EVERYONE at this branch needs customer service training, management included, especially when dealing with new customers. If my wife and I were not already familiar with Altura’s great customer service experiences that our close friends have had by phone and other branches, we would have definitely been put off by the poor treatment at the 14^th street branch and chosen another credit union. Corporate should conduct an investigation at this location and they’ll realize very quickly that the negative reviews found for the 14^th street branch hold quite a bit of truth.

I had Visterra and loved them. Altura is awful in comparison. The staff I have encountered at Altura are rude and do not seem to be in a hurry to get their job done so it takes forever to do anything. Their fees are high and makes me wonder why we are members of Credit Union and not a standard bank.

I opened my account with Altura back in the early 90’s. Overall they have been good to me and I recommend them as being a safe place to keep some money and have access to it. In all this time they have never made a mathematical mistake on my account, and have always helped me with any concerns I’ve had.

I really hate this place! They are really unorganized, whenever I tried to make a deposit, withdraw, or come from the coin machine. They said I owed money on accounts I had years ago. I talked to the representative at the front desk and he printed sheets showing my debts have been paid. When I brought this matter to the teller, he kept telling me I owed them money and wouldn’t process my transaction. Really? And then after an hour later, they told me I owed nothing. You’d think they get their crap together for the tellers instead of accusing you owing them money. This credit union fails and I thought banks were bad! And why do we have to talk to tellers behind a computer screen? I much rather prefer face to face interaction than behind a computer. Because of their many faults, I go to a different credit union for my banking needs.
Oh yeah, they refuse to give me a debit card after the debts have been paid. What? No second chance? Want to know why I go elsewhere? Your service sucks! Can’t have accurate information on my accounts, so you’ll accuse me when I have proof I owe nothing. Way to alienate your customers like that denying the truth.

Wow this is the worst service ever I can’t believe after all these bad reviews they have not done anything to take care of there horrible customer service. Stay away from this credit union they are never there when you need them I have been on hold 30 minutes and still holding just to talk to someone

Run, don’t walk away — RUN!
If, however, you have a penchant for masochism and enjoy being neglected, ignored, unappreciated and just generally taken advantage of, well then Altura is the credit union for you.
I would take the time to individually list my litany of disappointing experiences with Altura, but my time is better spent researching new providers to move my accounts to.
I look forward to putting my experience with Altura behind me, like a bad case of dysentery.

I’ve been on the phone on hold with Altura now for 53 minutes, what a joke! So I decided to read some reviews about Altura. The poor reviews I’ve read are accurate! This credit union has gone downhill. Whomever is in charge of running Altura should step down or make changes that will slow down the decline of Altura. As a company, you are only as good as the people you serve… once your customers start leaving and banking elsewhere, all the fees in the world won’t keep you in business. I’ve been a member for many years and it used to be a great credit union. It’s too bad that management keeps their head in the sand about what’s happening. Sadly, I think it’s time to make a change.

Had Visterra and today that website is gone! I knew that Visterra was converted into Altura, but I cannot access my account. I called the Altura bank, a very bad recording keeps playing, and they keep you on hold forever, and no one will answer after the long wait.
The website has a chat box that doesn’t even work!
A very bad system with Altura. I hardly never had any issues with Visterra.
I will have to shop for a different and effiecient bank.
Be careful if you want open an account do your research !!!

INEPT!
I used to LOVE Altura, now they are just not even close to the same quality they once were.
By far, the employees themselves (in person) are very nice and try to be helpful but their company has really gone down-​hill in quality in keeping their employees well informed and empowered to help members. I really hope they get back to where they used to be.
On the phone things are just terrible.

I am not one to write negative reviews (if i even write one at all TBH). But I’ve had it with the poor customer service and rude teller attendants. I use the chat function pretty regularly as opposed to going into a physical location. I have NEVER received a happy or pleasant attendant on the other end. They are always rude and have a bad attitude. I don’t expect someone to go out of their way to act happy, but at least have a decent attitude when you are dealing with a customer. I’ve worked in customer service before and would never treat my callers the way Altura does. The benefits of a credit union are great but at a certain point the work force needs to be held to a standard.

I have been with this bank since 2005, I just recently had fraud activity on my account and they replaced the money within 48 hours! I never realized how great they were until now. Although I knew they were always better than Wells Fargo!

Altura’s automatic bill pay sent out an automatic payment through Bill Pay by error and deducted the funds from my account. When I called Altura to get this resolved the service was poor. It took 30 minutes with multiple transfers, repeating the story three times and I was given wrong information. In the end they said they would credit my account in three to five business days but couldn’t guarantee that I wouldn’t be charged a fee for the stop payment — even though this wasn’t my error. Bad system, bad training, bad customer service.
I don’t know what happened to Altura CU. They used to have great customer service but they do not now.

The people that work here are plain rude, This is not about the nice lady that works in the front section but specifically the ladies who work as tellers. The two men that work there I’ve never had a problem with but the ladies that work there including the supervisor have poor listening skills, they want to blame YOU for their mistakes and they don’t use common sense. They do things backwards here. My mistake should have kept going to University location but this location was close to the errands I had to run that day but never again, the younger girls in the University ave locatoin are nice not rude and everyone is helpful and understanding, Maybe the university location is better since they see you in person and NOT behind a video camera!

I have been with Altura since 1991. I have never had a negative experience. I have savings, checking, visa, loans and I puchased my last car through auto experts. All 5. My only negative is I wish they had a branch in the 92 509.

1 star is too generous. Absolutely horrible credit union. Joined 5+ years ago in Rancho Mirage– enjoyed excellent service then. Accounts went inactive 3 years ago when we moved from the desert. We reactivated our accounts recently. Pathetic customer service. Non-​existent calling center. Debit/​VISA card issues. Long lines in branches, chat operator can’t do anything, and nobody answers the phones. This is no joke. How this kind of operation can exist is beyond me. It almost seems to be a front for some kind of other business. Major hassle to re-​do direct deposits, but I guess we’ll have to do that. Not sure who regulates credit unions, but Altura needs to be investigated.

I pretty much have no choice, super duper close to my house only reason why I have this bank, but customer service sucks and dont tell me about having to go into the branch to do a transaction. That whole tv screen and sending your stuff threw the tube is RIDICULOUS! ! just use the atm if you have too.

You will get nickled and dimed here, just as you would by B of A:
I’ve been banking with Altura for years and I must say the quality has dramatically decreased.
The line between this credit union and the vampire banks is getting blurred.
The fees, and the manner for which they are administered are more «bank-​like» as time passes. Customer service is moving in a similar direction, all the while they enjoy generous tax exemptions.
I fell like Altura is now a «lesser of 2 evils» if you will, but not by far.

I am honestly so surprised to read the negative reviews for this credit union. They are honestly awesome and I am so glad I switched to a CU from a major bank (Chase).
First to give you an idea about the type of customer I am, I have been with Altura since 2007. I opened my account with Altura when I was in undergrad, so basically my first 3 years at Altura, I was broke, but I was never charged any outrageous fees unless I was the one who overdrew my account, which is MY fault. Also I have never been charged for having a checking account or savings account, so I am not sure why other reviewers have experienced this.
**First time I saw the benefits of being an Altura member was when I had 3 pending transactions go through my checking account causing me to be charged about 3 overdraft fees. Upon analyzing my account I realized that the money I had left in my account actually should have covered all the transactions with only a few cents leftover. I called up customer service and they realized that one of my pending transactions, which had been made at a gas station, had placed an additional hold on my account greater than what I actually purchased, hence the overdraft. Instead of being jerks like Chase, Altura immediately removed all the overdraft fees without question and I went on with my day.
Altura also came through a second time when a fraudulent check was deposited into my account. I’m sure major banks would have closed my account down due to the issue, which was no fault of my own, but instead they worked with me, allowed me to keep my account open while I paid back $$ lost due to the issue.
They are honestly amazing and to me have always put my needs as a member first. I have to give a special shout out to Gabriela Perez (not sure what location she works out of) but she was amazing in helping me work through the stressful situation I mentioned above. I hope to continue my business with them for years to come.
The only reason they don’t get a full 5 stars is because of locations, which is an accepted flaw when you are a CU member. I no longer live in Riverside County, so it a little more difficult to get services that might only be offered in the branch (ie: Cashing personal checks, loan paperwork, etc). Otherwise, I have had no problem finding other CUs to do my banking at or ATMS without fees, plus I can use Citi Bank ATMs for free which are at most 7−11s, so that has been a big plus.