Reviews

Review Details

• Review fromHenry T

  Date: 03/04/2024

  1 star
  Abysmal customer service. I cant find my member number and they will not respond without it, giving no other options

  Quorum Federal Credit Union

  Date: 03/06/2024

  Quorum Federal Credit Union has thoroughly reviewed Mr. ******** recent experience as outlined in member review #****** and we sincerely regret any inconvenience he encountered while attempting to reach us. His feedback is invaluable to us, and we appreciate his patience.Upon investigating, we found that ****************** made two calls to our service line on March 4, 2024. On both occasions, he opted to use our automated servicing system rather than speaking directly to a representative. Please be aware that our automated system, for security reasons, requires members to input their member number.We reached out to ****************** on March 5, 2024 to guide him through the menu options, as well as to ensure he was aware of the correct steps to reach a representative should he encounter any difficulties with the automated system in the future.Once again, we apologize for any frustration this situation may have caused ******************. His satisfaction is our priority, and we appreciate his continued membership with Quorum Federal Credit Union.

• Review fromJoel C

  Date: 02/14/2024

  1 star
  I am not happy with Quorum Credit Union becasue I requested for my interest to be transferred to my ************* and it was not done on the day of request. I was told that it could take two days! What? Why when interest is supposed to be available immediately! This is lousy service and I will not be a continued member when my funds become available. This is not way to run a financial institution! :-(

  Quorum Federal Credit Union

  Date: 02/23/2024

  Quorum has reviewed complaint #****** regarding ********************** request to transfer dividends from his term account to his basic savings account. *********************** standard processing time for dividends to be transferred from a term account to a savings account is 1-2 business days, which was communicated to ******************** during his initial call on February 13, ****, when he asked if the transfer could be performed on the same business day. The representative explained that Quorum would do its best to escalate the transaction, but earlier completion could not be guaranteed. ********************** transfer request was processed on February 14, ****, which was well within the timeframe that was communicated to him. However, we will certainly evaluate if the transfer request could have been escalated in a more efficient manner, as 100 percent member satisfaction is paramount each and every time we interact with a member. On February 15, ****, *********** Specialist ***** personally reached out to ******************** to apologize for not being able to meet his timeline and better understand his frustrations. We hope he chooses to continue his membership with Quorum, and experience all that our credit union has to offer, from competitive savings rates to highly-rated online and mobile banking solutions that evolve each day.We understand how important it is for members to have immediate access to their funds and are in the process of testing a self-service solution that will allow immediate access to term account dividends.

• Review fromLouie F

  Date: 01/15/2024

  1 star
  Quorum has absolutely no idea what they are doing. We have never been late on our HELOC, but they constantly say we arent making our payments. We pay through their payment portal. When you call they say they have no idea about the payment portal and cant see anything in it. They called and said we were behind, after a lengthy conversation they credited the late fee. Then turned around a week later and charged it again. They tell us they will work it out and call us back. Weve never gotten a call except demanding more money. We decided to pay the fee to just get it over with, but they then charged another late fee. They have now reported to the credit bureau that we are late. I have a complete payment history. My credit is all messed up because they dont know what they are doing!

  Quorum Federal Credit Union

  Date: 02/08/2024

  Quorum has examined review #****** for ***************************. We sincerely apologize for the errors in posting payments that resulted in late fees and delinquent reporting for ********************. We deeply regret the inconvenience that ******************** experienced, and we appreciate his patience as we work to rectify the situation.Our *********** Specialist, ********, has been in touch with ******************** on multiple occasions (01/16/2024 and 01/22/2024) to assure him that we are taking immediate steps to address his concerns. As of today (02/08/2024), we have already refunded one of the loan payment late fees (processed on 01/22/2024) and submitted a correction request to the credit bureaus regarding the negative credit reporting (sent on 01/24/2024).Rest assured that payment adjustments are currently underway, and we anticipate completing them no later than 02/23/2024. This includes a refund for the second late fee.Additionally, our team at Quorum has thoroughly reviewed the calls made by our agents during Mr. ********* interactions. We have identified coaching opportunities and taken corrective measures within our ************** Team to enhance the quality of service we provide.

• Review fromAllison W

  Date: 01/10/2024

  5 stars
  Great experience today!We even got disconnected and she called me back after my issue was solved!Love my Credit Union.Thank you

  Quorum Federal Credit Union

  Date: 01/11/2024

  Thanks so much for the 5 stars, *******! We are passionate about providing all our members with outstanding experiences. We appreciate you taking the time to give your feedback and look forward to serving you again in the future!

• Review fromJesse B

  Date: 12/13/2023

  1 star
  My loan was bought by quorum federal credit Union and my previous Heloc loan company said no payment due during transition and when I finally received my first payment coupon from quorum it was for 2 months of payments . When I called and told customer service about the situation she just said I cant help you its your fault you didnt set money aside .

  Quorum Federal Credit Union

  Date: 12/20/2023

  Hi *****. Thank you for your feedback. At Quorum, we always aim to deliver a great experience, and we are sorry to hear that this was not met in your recent interaction with one of our loan service agents. Weve contacted you regarding your BBB review on 12/14/2023 and 12/19/2023 but have not been able to reach you. We also sent you a secure message on 12/20/2023 informing you of our findings. Per review, your home equity line of credit transferred to us on 11/14/2023 from your previous lender, AmeriSave. While no payment is billed during the transition period, interest would continue to accrue, and it would be due once your first bill is generated. The first bill on your loan was produced on 12/05/2023 with the due date of 01/01/2024 and all interest from origination date to the loan boarding is included in this bill. We also received your loan payment history from AmeriSave and found that we did not correctly adjust the payment due for the payment(s) made prior to the servicing transfer, for which we sincerely apologize. As referenced in our secure message, we deducted $290.04 from your current bill, which is currently in process and will reflect your loans activity latest by 12/22/2023. The updated January payment amount will be $1,023.96. We hope this clarifies your inquiry about the first payments billing and resolves your issue. However, should you have any further questions or need assistance, please do not hesitate to contact us at ************************************************ (please reference this review). Thank you.

• Review fromMichael M

  Date: 10/17/2023

  5 stars
  I recently experienced an unexpected and shocking attempt to compromise my Quorum accounts online, Upon discovering this attempt I called Quorum to investigate what was happening. Over a four day period I spoke to numerous Quorum representatives. All were unfailingly attentive, empathetic, helpful and supportive. They answered all my questions, suggested solutions and options and listened carefully and compassionately. In short they were simply amazing and I am eternally grateful!??

  Quorum Federal Credit Union

  Date: 10/18/2023

  Hi *******, thank you so much for your feedback. We appreciate you sharing your positive experience with us! At Quorum, ensuring the safety and security of our members accounts is our utmost priority. Were pleased that our team was able to help you and we are always here for you. We aspire for all interactions with our ****** Services Team to mirror the positive experience you described. Your kind words are greatly appreciated and we will certainly share them with our management team. Thank you.

• Review fromHerminia M

  Date: 10/07/2023

  5 stars
  I have been a member of Quorum for many years. They have always been helpful and very attentive. I highly recommend Quorum F C U for financial business.

  Quorum Federal Credit Union

  Date: 10/09/2023

  Hello ********. Thank you for such a wonderful review. We appreciate the recognition, as well as your long-time membership to Quorum. Offering helpful and attentive service to our members is all part of the Credit Unions mission of Banking Thats Good. For You. Were delighted to hear were delivering!

• Review fromDan S

  Date: 10/02/2023

  1 star
  This is THE worst financial bank/institution with terrible/horrendous service. You first go through there automated service, where it asks for your SSN, Address, Phone number etc. The you are allowed to speak to a live agent. The agent then proceeds to ask for the same authentication already inputted in the automated service, to only repeat the same secuirty questions, along with "how many people are in this account", "do you have automatic bill payments", "what is the withdrawal", "when are do you for your automated drafts". At this point I am frustrated as I only want a payoff info. Since I wasn't able to confirm all the authenticity, she would not tell me what my pay-off is? How ridiculous is that??? I am trying to find out pay-ff info, so I can stop dealing this unprofessional company, but I get nowhere.I try and different apporach. I try and register quorum online, but the system states it cannot find my info with my full SSN, email address associated with the account, date of birth, zip code, and phone number. "We are unable to find an account using the information you provided. Please re-enter the information or contact us for assistance at (**** ******** or *** ***** ********, Monday - Friday, 8:30 a.m. to 7:00 p.m. ET.Please use this code for reference when speaking to a Rep: ********* call the number listed, and when I finally get to a live agent, this agent asks me for different authentic code. The question she asks me is, 'what is the remaining balance of your loan?" I reply that is the reason why I am trying to register, so I can find out what the pay-off is. She replies, "someone above me will give you a call, sometime tomorrow." I then state why different agents asks different authentic code question, and this agent just hangs up on me.DO NOT use this financial insitute. You call asking for pay-off, but they refuse to tell you after you provide them with your personal info that they have on record. Absolutely preposterous and RETARDED! Warned

  Quorum Federal Credit Union

  Date: 10/12/2023

  Thank you for your feedback. As always, Quorum strives to provide excellent service, while at the same time ensuring we keep the safety and soundness of our members at the forefront of all we do. We reviewed the experience you had trying to obtain a payoff statement on 10/02/2023. During the calls, incorrect answers were provided during the validation process, which prompted additional verification questions by our ************ Representative. In addition, the initial call connection was poor, which led the representative to request that you call us back. While we can certainly understand that this process may be inconvenient, it is absolutely necessary to ensure the safety and soundness of our members accounts. Once you called back, reverification of your identity was required and completed, but your loan payoff request couldnt be accommodated due to needed proof of your homeowners insurance.***********************, a *********** Specialist, contacted you on 10/03/2023 and 10/05/2023 to obtain additional information about this review but was not successful in reaching you. She provided a callback number should you still require help. Our records show that you spoke with our Loan Servicing Team again on 10/03/2023. A loan payoff was generated and faxed to the title company as requested on 10/3/2023. A copy is available to you via our loan portal in online banking. Because you mentioned that you are having difficulty accessing the portal, we can also assist with that access. You can contact Adisa using the phone number she provided to you via voicemail on 10/03/2023, or you can call us at **************, and select option 3, then option 4, Monday through Friday, 8:30 a.m. 5:00 p.m. ET. We would be happy to help.

• Review fromRichard B

  Date: 09/20/2023

  5 stars
  Quorum customer service was tremendously patient and helpful today. Id phoned with two problems, which she successfully addressed with a combination of patience and professionalism .

  Quorum Federal Credit Union

  Date: 09/21/2023

  Hello *******. Were so glad to hear our ************** Team was able to help you out today! We strive for excellent member service and knowing you had two interactions that hit the **** make us very happy. Thanks for taking the time to share such a wonderful compliment!

• Review fromPaul B

  Date: 08/17/2023

  1 star
  This credit union is the worse financial institution. They were very discriminating towards me to products and programs they offered me compared to other customers. Their customer service is bad - you can never talk to a representative. There are so many better credit unions and banks out there with quality products. This organization does not care about its customers. I have experienced that first hand.

  Quorum Federal Credit Union

  Date: 08/24/2023

  Hi ****. Quorum takes discrimination very seriously, and follows policies, best practices, and laws to ensure all members receive the same service, care, and support. We are heavily regulated, audited consistently, and have never had any findings related to discriminatory practices. Our policies are available to all members to review and are outlined in our disclosures, which are located on our website, quorumfcu.org. We also take great pride in the customer service we offer. Our call center has answer rates that are considered best in class, and we consistently beat industry averages. Please know that we care about our customers very much; our mission is to do "Good" by and for them. We have reached out to you several times over the last 6 months, as we have received this feedback from you across multiple outlets but have not heard from you. In addition, a complaint you filed with our regulator, the ***** was closed in favor of Quorum, as was communicated to you previously. Please contact us at ************************************************ referencing this review. Kindly provide us with the best contact number and a suitable time for you, and well promptly follow up.