Customer ReviewsforArrowhead Credit Union

I opened an account here in addition to my bank at Wells Fargo, and this has been the absolute most insulting experience I’ve ever gone through, I’ve have been considering moving to a credit union instead of a bank anyhow, but I’ve recently had a young adult family member who is a college student come into my care. The easiest thing was to keep my finances for helping this individual separate from my own, and I was attempting to do business with Arrowhead so that I could transfer money between accounts for ease and track them easier. When linking the accounts together, I experienced some errors from Wells Fargo’s end, and attempted to clear them up from both. I ended up locked out of my Arrowhead online banking for reasons unknown, and I attempted to contact them over the phone about both issues. After explaining my issues, I was transferred to a different person, who I understand now to be a manager of sorts. This person took on an inquisitive tone and began to question my reasons for opening an account while I had one open at a different bank, with condescension. I said these are personal matters, and asked if I was doing something wrong, I was told “no”. I ended up forced to explain my situation because I wasn’t being helped. I made it clear that I am the main account and cardholder, but I was being treated as if I was doing something fraudulent. I was told the account should be functioning and to try again the next day, I did and to no avail. A day later, and I went to my local branch. The gentleman who assisted me really tried to help me and go to bat with sincerity, but I was told the person on the phone was likely a manager in that building. While trying to sort my situation out, he said my account was essentially closed and they chose not to do business with me, and rather than being notified, they allowed me to attempt on my own believing that my account was functioning, and that is the most outrageous part of it all, wasting my time with carelessness.

Hi ******. We value our members and care about the comments you shared regarding your recent experience with us. It sounds like you were able to speak with one of our managers about our decision to close your account. We are sorry you were left feeling frustrated. If we can help answer any other questions, please call us at ###-###-#### and ask to speak with our VP of Operations.

I have been an member with arrowhead credit union for over 20 years. But I will say after the treatment I received last week I will not be a member any longer. I am a sole proprietor, independent contractor hairstylist. I only have a personal account with arrowhead due to only being self employed for myself. I never had any issues until recently when I was excepting my SBA EDIL LOAN, that doesn’t not require a business account due to my type of self employment. The loan was deposited into my account and funds made available to me. Paid my bills accordingly to my available balance. Later Arrowhead decided to pull the funds from my account! Leaving me with pending bills and no funds. I contacted arrowhead credit union about the situation and no help given. I contacted the SBA explaining arrowhead blamed them for the issue, they clearly stated it was my financial institution and that they were shocked arrowhead would not release my funds as I am responsible for the loan and those are my funds. I contacted arrowhead again in hopes that I could get my funds released, I was told I needed an business account but I am a self proprietor I do not need a business account for these loans. I was made to feel as a criminal that I had attempted to use my account as I always have as I have been an hairstylist for over 14 years. I have never been treated with such disrespect and disgust in my life! I just want to warn any and all small independent contractors or self proprietors to not use arrowhead credit union. You can try to get a business account as I did but the amount of requirements is ridiculous and should. It be necessary for the type of employment we are.

We want to apologize for your experience regarding the communication for the reason the business loan proceeds deposited to your consumer personal account were returned to the sender. It appears you did receive the proper guidance to reach out to the SBA for options on how to receive the funds We value our members and work very hard to deliver consistent top-level service. We will use this experience with our team as a coaching opportunity to improve communication on such matters.

My card was deactivated because I wasn’t putting money in the account which is totally understandable. However, when I would go into the branch and pay bills they’d ask for my card and id. The same card that was supposedly deactivated. I needed to make a purchase from this account and when I called they said I needed to get a new card printed. I’ve been in the branch on 3 separate occasions and not one person ever said nor informed of any of this. I had to make a choice to either pull from savings or let my car die at the arrowhead branch. Not to mention I was at the branch the day prior to my car battery dying and AGAIN not a soul said I needed to get a new card printed. I refuse to do automatic deposits for this reason. Whose to say one day I’m stranded somewhere and I can’t use the card that they’ve been taking time and time again. Can’t wait to pay everything off and close this account.

We sincerely apologize for your experience. We value our members and work very hard to provide better service than what you received. Thank you for bringing this to our attention. Your experience is being discussed at our highest levels of leadership to review practices and training so we can implement improvements to make a difference. We hope you reconsider and remain a member so we can prove to you the value of being an Arrowhead member.