UCCU - American Fork Branch — Local services in American Fork

I went in with my mom to open an account and you’d think that you’d feel a bit of welcoming feeling, nop, it felt like entering into a funeral home. There were not customers when we arrived and all employees were at their working stations, they all saw us walking in and not one said “Hi welcome ...”

We sat down for a second and one of the loan officers said “what can I help you with”. We let her know we wanted to opened an account and she proceeded to help us but not once we felt acknowledged not she ever showed a moment of “thanks for choosing to bank with us”. I even tried making conversations a couple times and making engaging comments. She would just cut me dry and ignore us.

This is what gets to me the most out of this experience, my mom and I are Hispanics and it felt like we were looking down on, specially when a couple weeks prior to it I went with my Fiancé to open a business account to this same branch(same scenario, not customers when we arrived and employees at their working stations), my fiancé is white and blond, and from the moment we walked in until the moment we left everyone was so friendly and willing to help us.

My mom and I walked out of it with a bitter feeling. I love UCCU and always had a great experience banking with it, I have personal/business and car loan accounts with them but I don’t think I would go back to this...

I recently went to UCCU to discuss a transaction that had processed twice on my account. Instead of getting clarification as to what happened I was belittled by an employee from member services by the name of STEPHANIE. She intruded the conversation I was having with the teller and instead made me feel like I was at fault. She was passive aggressive the entire time and didn’t listen to the questions I needed answered. STEPHANIE seemed more Interested in putting me down and making me feel at fault for something that was out of my control.Clearly I was beyond frustrated at that point. She began excusing the matter by telling me there was nothing they could do and literally told me “why are you still here”. STEPHANIE clearly wasn’t interested in helping me but more invested into kicking me out. Never in my years of customer service have I ever had someone talk to me the way she did. I felt cheated for a simple mistake that was handled poorly on their end, here I was getting the backlash of bad customer service from STEPHANIE making me feel worthless as a member. To top it off once I asked for her name she bluntly refused to give it to me. Which is unheard of in the line of work she’s in. One star is not even deserved for the way STEPHANIE handled her so called “member...

I recently had an experience with UCCU regarding my loan that I feel compelled to share. I made a payment on my loan, but unfortunately, it did not process successfully, and I was not notified by UCCU about this issue. As a result, I was unaware that my account was considered late until I discovered that it had negatively impacted my credit report.

I reached out to Todd Kilmer for assistance in resolving this matter, but I felt that my concerns were not fully acknowledged. Instead of receiving understanding support, I was informed that it was my responsibility, which I found quite frustrating given that I had no prior knowledge of the payment being late.

This situation has been disappointing, particularly since I have worked hard to maintain a good credit standing. I believe that better communication from UCCU regarding payment issues could have prevented this outcome. I hope that future customers may have a different experience and that UCCU will improve its communication practices to support its members more...