FirstLight Federal Credit Union — Local services in Las Cruces

The new set up of firstlight is awful. The ATMs have such long wait times and heaven forbid you need "virtual assistance" because it will take a minimum of 30-45 minutes for someone to be found, if you don't give up and go inside first. The same issue if you go inside because they expect you to use the same machines instead of working with an actual human. Even with all this fancy new tech the wait times for the machines and in person assistance is very long. The in person assistance is also out in the open, so forget about privacy. Everyone in the building can hear what you're there to do. Today after I went inside due to the ATM being out of service, I asked if they are working on fixing the long wait times and was basically told that they have 10 virtual tellers for 60 machines and it was my fault for needing to bank on a Monday because Friday and Mondays are the busiest. Implying that I should've expected unreasonable long wait times. However, i have to go to the bank multiple times every week and it's a consistent issue at this location and the others. I would not recommend switching to this bank, they clearly are not planning on fixing any of these issues. I have been with them for 12 years and when time allows I will be seeking...

The Lohman branch normally has three inside tellers to help but on this visit two of the tellers lunchtimes overlapped and as a result only one teller was available for a time and then when one of the lunch tellers came waltzing in she had to spend additional time doing Lord only knows what before she could actually be a teller again and, you know, help customers. Before I hear “but we’re under construction” I would retort that’s precisely why teller coverage is important since no drive thrus are open and customers, allegedly prized by FLCU, are down to just three tellers. My wait time was 55 minutes. Took entire lunch in order to do a transaction.

Finally, the person that came up with the tagline for the large sign in the lobby that says do your business online CLEARLY does not understand the needs of FLCU customers and how many transactions need to be done in person. That person or group that voted for that awful tagline should be reprimanded. It’s also a shame FLCU is replacing humans in their drive thrus with...

I'm not sure how I feel about the new banking system. The branch on Lohman did not have anyone/anywhere to sign in, so you walk in and try to keep track of who was there 1st. The branch on Trivis has an employee walking around with a tablet signing people in, which is better. I know it's still early in the transition and it will take time for the different branches to figure out what works best. I also don't like that you basically withdraw money from ATM (the employees only help you personally for certain things) the ATM lets you select the bills you want, but it does not have $20 bills or $10 bills (not positive on the 10 might be $5). The branch on Foster is still the same which I like this is where we try to do most of our transactions. This branch has employees like Bernie, and Stephen (Isaac) who are extremely helpful. There are a couple of new people who lack professionalism, but hopefully they learn some manners from their...