1st United Credit Union Gibraltar Dr, Pleasanton

1st United Credit Union Reviews

• H

  HUNGERART GALLERY
  1

  Absolutely the worst financial institution I have ever dealt with. First of all, try calling them and I will guarantee you that you will wait longer than 35-45 mins. I have been on hold for one hour and fifteen minutes before. If you have an issue with an account, they transfer you multiple times so that you get fed up and hang up. Never will I bank with this institution again!

  Response from the owner

  We strive to provide the very best service and regret to hear that we didn't meet these standards for you. We'd like to escalate your feedback to our leadership so we can identify opportunities for improvement. Would you mind emailing us at [email protected], reference this review, and provide the full name on your account.

• D

  Dwight Hopson
  1

  I have a loan thru 1st united which was the 1st mistake. The website is always down. When i call in the customer service is rude. All i want to do is pay my loan and they make it impossible! Ive never had to deal with a company or bank that did not want to take customers money. Stay away for buisness with 1st united credit union. I DO NOT RECOMMEND!

  Response from the owner

  Thank you for contacting us Mr. Hopson. We understand your frustration and would like to assist you further in gaining access to your account. Please watch for a private message from us via Yelp.

• A

  Alisa Salluce
  1

  I received an email from them saying my password was attempted to be changed. I did not do that and have tried calling nearly a dozen times to resolve the issue and I am on hold no less than 30 minutes each time until I am forced to select a prompt for a call back. This keeps me from being able to log in online. I absolutely never get a call back, this has interfered with me paying my auto loan on the website for two cycles now , forcing me to incur processing fees. Customer service attentiveness has tanked since not being able to call a branch directly .

  Response from the owner

  Hi Alisa. Thank you for alerting us to your concerns. We apologize for the long wait times as we're experiencing high call volumes. If you can email us at [email protected], referencing this review and providing the full name on your account, we can call you back to resolve this for you. Thank you for your feedback. ~Lisha F.

• J

  John Meussner
  2

  EDIT: Gave an additional star because Mariann @1st United reached out, explained some of the difficulties they're having w/the new tech/website platform, etc - her customer service was great, but unfortunately with the web issues, she couldn't assist me in setting up a payment. I ended up paying off my loan completely and closing my account. When every financial institution on the planet has online bill pay figured out, 1st United makes it a task to simply pay a monthly bill. I would recommend avoiding doing business with 1st United if possible. I got linked up with them through an auto loan - I'd have taken a higher interest rate had I known how terrible the experience working with 1st United would have been.

  Response from the owner

  Our goal is still to provide a professional experience with outstanding technology and we sincerely regret to hear of your disappointment. We have forwarded your feedback along to our leadership team for review. If you have additional feedback, please email us at [email protected].

• L

  Lawdan Trafford
  1

  What’s going on with their online system? I chose them for an auto loan through a car dealership due to their low interest rate and truly wish I hadn’t. They switched their online system and I spent over an hour on hold first being hung up on then calling back and waiting another 43 minutes for someone to answer just to provide me with a member number so I could re-register on their new website. I’ve now made two payments on their website for my auto loan and both have been reversed. Now it showing that my account is delinquent. What is going on?! The banking department is now stating that I need to go into a branch because no one will call me back from their loan department. I’m very concerned about them screwing up my credit after all this mess. I will be leaving this institution and going back to Patelco. Horrible service!

  Response from the owner

  We apologize for the customer service delays recently and would like to help you further. I have escalated your review to see if we can assist you further. In the meantime, please email me the full name on your account at [email protected] so I can see if I can assist you further. ~Lisha, Communications Manager

• K

  Kathy Kirk
  1

  My husband had a car loan and it was paid out early, because we bought a new car. So the car was traded in and paid off 11,905.00. The credit union reported the account as closed not paid, so it affects my husbands credit. Downed 50 points. This is very unfair and should be illegal. So beware.

  Response from the owner

  Hi Kathy. Thank you for reaching out about your concerns. When a loan is paid off, the account is closed and reported as paid off to credit bureaus. This is standard industry practice. Unfortunately, paying off a loan could negatively impact a credit score for a short time. Here's an article for Experian that explains why this happens: https://www.experian.com/blogs/ask-experian/why-did-my-credit-score-drop-when-I-paid-off-a-loan/. We welcome an opportunity to talk through this with your further. Please let us know how we can reach you by emailing us at marketing@1stunitedcu. ~Lisha F.

• K

  Kelli Farris
  1

  How do you close the call center, online banking and branches April 30th thru May 4th! I certainly hope you’re not going to charge late fees for Payments due on the 1st and that this doesn’t effect my credit score. It might be time to change banks.

  Response from the owner

  Hi Kelli, there shouldn't be any delays with deposits or payments posting. If you experience any issues, please call us on Tuesday (we'll be back open by then) and we can assist you further. ~Lisha F.

• T

  Todt Clark
  1

  Got a loan with 1st United through Ford financing when I bought my truck in 2016. All was well until I decided to pay it off in August 2020. After trying, unsuccessfully, to do a payoff with electronic transfer, I learned I could only electronically transfer $2000 a day with a $4000 monthly limit. I could also take a paper check to a branch or have my primary bank send a bill pay paper check. Did the bill pay route for a healthy chunk, which of course took days and accrued more interest in the meantime. Come October I sent the balance via bill pay, which took two weeks to post, accruing more interest. Ended up with a balance on $6.42 in accrued interest for the time wasted sending $$ the old fashioned way so I sent this electronically on a Saturday. Monday afternoon the money still wasn't transferred so I called and had them take the money from a $25 savings account that had to be opened when I took out the loan and was finally able to pay off my truck. It took from August to October, with accruing interest, to pay off my vehicle. I will never, ever, do business with 1st United again and have called Ford to inform them the same.

  Response from the owner

  We appreciate your membership with 1st United and regret that it has ended with frustration. We pride ourselves on maintaining the best service and feel like we may have let you down. I have escalated your feedback regarding the loan payoff process and bill pay processing delays to our leadership for review so that we might avoid future issues. Please feel free reach out to [email protected] with any further comments, concerns, or suggestions you wish to share and we’ll pass those along as well. Thank you again for sharing your feedback. ~Lisha F.

• A

  Adriana Serna
  1

  Terrible customer service. Due to Covid 19 back in March I requested my loan be deferred. Submitted all the paperwork and never heard back from the credit union after several attempt to get an answer. Fast forward to June of this year I find out they reported me to all three credit agency and ruined my credit even though they were aware that by law this was not to be done. I called several time to try to find out why they would do something like that, when I had clearly tried communicating with them with no response from their behalf. It got to the point were I had to send several emails to the VP of Asset Recovery Sheryon H. When she finally got back to me she said it would be taken care of and they would contact the agencies and have everything removed. I trusted this would be done and it was done for two of the credit agencies. I am now in the process of buying a home and when they pull my credit they tell me the information was not sent to Trans Union and my credit was never fixed with them. I have emailed Sheryon H twice and left a message on her voice mail with no answer. Here I am waiting on this lady to get back to me and clear this horrible problem that was caused by the credit union to start with. This branch is extremely unprofessional. It is an embarrassment that they can play around with their customers and not understand we are dealing with a sensitive matter as is out credit. If I could give 0 stars I would. I only want my credit repaired and forget I ever had to deal with this horrible credit union. STAY AWAY!!

  Response from the owner

  Thank you for reaching out. We have reached out to you via another means to obtain additional feedback so we can address the situation. Watch for that private message from us. ~Lisha F.

• T

  Tamara Porter
  1

  I would give them a 0 if possible. I have paid off multiple loans. My online account access has been blocked since being behind on payments. Went into office made a payment got current was suppose to be given online access it has been over a month no access and no way to make a payment. I will NEVER use them for another loan. This is ridiculous, will be contacting BBB regarding and should contact 7 on your side.

  Response from the owner

  Hi Tamara - We received word that your online account access has been re-instated. If you need further assistance logging in, please contact us at (800) 649-0193. ~Lisha F.