Customer ReviewsforUFirst Credit Union

Called to get a payoff amount on one of my vehicles I have with them. I have two vehicles not one. Apparently their system only shows the one not two. Very frustrating. Apparently the second vehicle I have with them is basically hidden in the system somewhere. Telling me the payoff for the main vehicle. Which does not help me.

Dear **********************,We apologize for the confusion. Let me look into this a little further and reach out to you shortly.Thanks *******

Good afternoon, We once again apologize for the inconvenience. Our Indirect manager will be contacting you via email to assist you with your concern.Please let me know if you have any additional questions or concerns.Thanks *******

This bank has some very big problem in the way their online banking is set up that can cause serious problems with late payments for their clients. They set up their website so that, after you ask for a pay-off amount, and you make the pay-off (slightly higher than the outstanding balance, as is normal for a pay-off), and you see your account go to $0 balance, sometimes for several days, they then add a minor "interest" days later (on a 0 balance account!) which accrues interest without you realizing it, as you asked to and were told and convinced you did PAY OFF your account. They think this is normal! I think it is probably illegal. Managers are never available when you ask to talk to one.This review is mostly for online banking and subsequent "support". I am not sure which branch I got connected to. I have a long history of what they call "website glitches" since they "updated" online banking (autopay transfer not going through, just disappearing from your schedule or going through twice!)However, most recently, I got a collections call from them for an outstanding balance of just over $6, which accrued after I had requested and paid a PAY OFF of a **** card account. I made a final pay-off payment larger than the outstanding balance. My balance went to $0 for 3 days, then magically got a "small balance" without me using the account. The bank did a pay-off for me on the outstanding balance while on the phone. We both saw the balance go to 0 after requesting "Pay off to $0". UFCU calls back TWO HOURS LATER, that "there was actually a 2 cent difference that needs to be paid in September". How can a 0 balance AFTER PAY-OFF require a payment a month later?! And how does this just get tagged-on after? I get a condescending story that that is "how it works at banks". NO! When you request a pay-off, you know you pay slightly more than the outstanding balance, and then, it is PAID OFF. When you request a pay-off, and you pay the pay-off amount, it is PAID OFF.

Dear *********,we are very sorry for your experience. We are looking into your complaint and will respond very shortly.Thanks *******

Hi *********, We researched this a bit more and our ********************** will not charge you the extra $6.97 as it is a system issue on our end. I will also work with our Digital Banking team to look into a better solution that is accurate and timely. I do apologize for your experience but if there is anything else we can help with, please reach out.Regards *******

RUDE. I had to try 2apply 4an account online but ****************** their application refused to upload a copy of my license to prove who I was, but I was able to push it through anyway. I had no way to make it into the one branch in town in time, hence online app. My cousin recommended them, said since we were family I could qualify for an acct. I get a call back right away from ufirst she asked me to email my ID which I did but then she said I needed to provide one of 2 types of mail, a bill or lease agreement in my name to my new address to prove where I lived. I told her I didn't have these things as my roomie has them in his name, so I asked if I could provide something similar. She said she'd have to ask and get back to me, promising she'd call back by end of biz day or next day (this was on Thur) she never called me back, instead waited until Tues to EMAIL me saying I don't qualify because supposedly my cousin has no acct there (not true, typo in her name)& that i HAVE to have those types of mail to prove where I live. I was livid because I almost didn't get my pay check direct deposited cuz I didn't have a bank for it to deposit &my work didn't want to trust cash app, so I was nearly flat broke for another week waiting for snail mail. I didn't see her email almost cuz my emails are full not a good way to contact me, she never tried calling. I think these requirements are ridiculous and it's horrific that we make disabled adults like myself jump through so many hoops just to be able to function in society at all. That mail proves nothing, I could live in timbucktoo & be letting someone use my name on their ****, or it could still have been fraud for all they knew. There's a million other ways I could ACTUALLY prove I live where I say I do, but they weren't interested in anything but giving me a headache/ making my life more difficult. Wasted my time, I should've looked elsewhere but ufirst came highly recommended. Nowhere does it say those requirements on the app. Ridick

Hi *******. I am so sorry for your experience. I am looking into what happened and will get back to you right away. Thank you,*******

*******,We researched this on our end and seems like we needed your ID to open your account when you applied online. Since we did not receive it via email we asked you to go to the branch, as per our policy. We understand you successfully were able to open an account in our St. *************************. Please accept our apologies for the inconvenience and let us know if we can help you with anything else.Regards,*******

I banked there for 38 years without issue. Their latest mobile banking application is terrible. They lost all the bill pay information. So if you were paying bills online the info vanished. They do not have a timeline when it will be fixed. They do not know if your bill pay history will be repopulated.. things like recurrent payments *********.. do not bank here. If their roll out for their mobile banking is this poor... I fear what security measures are like.The lack of competence is staggering. I have a total loss of confidence.

Thank you so much for your feedback. We are very sorry for your experience. I have sent this to our AVP of member service and he will be contacting you shortly.regards,*******