Verve, a Credit Union — Local services in Neenah

My debit card was compromised and I was alerted to potential fraud. I responded that the charges were not mine and the system blocked my card and the charges. This was on a Monday evening. The next morning I went to my branch to get a new card and talk with them about the fraudulent charges. I noticed 2 additional charges on my account showing as pending. The teller informed me they were blocked and would fall off in a few days. I was given a card with a number on it to a third party fraud company/department. The charges didn't drop off so I called Verve. I was told they had no control over these 2 charges and it can take up to 7 to 10 days for the pendings to drop off. I did call the fraud company and reported this. They told me these 2 charges were not blocked (as the teller told me they were) and they opened a dispute case. Friday morning the charges POSTED to my account. I contacted Verve AGAIN. This time I was told the information I received from 2 different Verve employees was incorrect and they shouldn't have told me that. Well, I'm not a trained employee of Verve, I'm a customer. I have no idea. I was also told there was nothing Verve would do to get my money back. It's up to the 3rd party fraud company that Verve contracts with. And that company only communicates via US Mail! So, you're on your own if this happens. So much for Verve's claim that debit card holders are not liable for fraudulent charges. They'll leave you high and dry while they pass you off to a third party company located God knows where. I've had other issues as well. Rude video tellers. Etc. Seems to be a climate of poorly trained entry level employees at Verve. I'm glad I have my main accounts at other Financials. I'll be closing my account with Verve when this is resolved...

Everything I've done with Verve up to this point has been pretty good. Now I got a quick auto loan with them (this was all done via phone and email!) because the financial that had my loan is no longer servicing the loan, (which I got a text and email and voicemail at 3:58pm July 3rd. 2023) 😐 They sold it to a clearing house that has harassed me non-stop for 7 days... Verve to the rescue! Having only 6 months left on this loan, and contemplating continual harassment from American credit acceptance ... who ,my car loan had been sold to... And having been a member through Verve credit Union for about 6 months now.

I did the Verve thing.

Like I said everything I've done with them up to this point has been very decent, that being said occasionally it'd be nice to just pull up and talk to a teller, oh well you can't have everything. ( Hey but wait you say. yes, tellers available via video😐 no thanks I prefer person...) But all the branches i have been to have decent folks that are there to help you.

Go here to get your...

A very pleasant "live" experience with tellers when I show up at any CU location! However, buyer beware: the Credit Union does not allow out-of-state transactions (i.e. it disables the credit card), unless you, in advance, provide them with your travel iternary i.e. state/country and time. This is the only financial institution I am aware of that has this way of alienating customers.

Needless to say, one can wait for an hour (!) for a "live" person to assist over the phone.

So, good luck using your Verve credit card, if you forgot to inform the CU about your travel plans.

To add an insult to injury -- when the CU calls you back, they call from the general phone number, so even when you want to call them back, you are stuck waiting, and waiting, and holding...