Connects Federal Credit Union Shrader Rd, Richmond

Connects Federal Credit Union Reviews

• E

  Ellie T
  1

  I have a car loan through this bank and it is exceptionally difficult to pay the bill. You can't easily pay online without having loan paperwork in front of you unless you transfer from another account to the savings account, which takes 4 to 5 days, and then transfer the money from the savings to the loan which takes an additional 1 to 2 days to hit. Not to mention, I have no way of finding my loan number on the account AT ALL online, so I can actually pay the damned bill via the phone or otherwise (the loan number listed on my loan paperwork popped as "incorrect" when I tried to pay another way). I don't get e-statements sent via email nor any paper bills. And the fee to pay over the phone is ridiculous. The web interface is not user-friendly and is awkward. First opportunity I get, I will be switching this loan to a more customer-oriented bank.

  Response from the owner

  Good day Elllie, so sorry there are issues with making your payment. We are very grateful to have your business and we certainly want to ensure you are very satisfied. We have reached out to you today, but did not get to speak to you directly. We believe we can clear this up for you. Thank you for the opportunity to turn this around. Hopefully we can connect soon.

• D

  Darla Hein
  3

  No 24 hour customer service, very hard to reach someone during business hours. Always pleasant when you do though. I have had a lot of issues with this bank over the years. Other credit unions participate in online bill help and credit boost etc websites and this one does not work on any of them. Someone needs to bring Connects to 2021!

  Response from the owner

  Hi Darla, Thank you for taking the time to provide feedback. We really appreciate it. We will be reaching out to you to in order to gain some clarity on your experiences. Hopefully we can connect.

• w

  wanda robinson
  5

  I've "Only" have had great customer service experiences with Connects !

  Response from the owner

  Thank you Wanda for your feedback! We appreciate knowing that we are providing the service you deserve!

• D

  Daniel Boon
  5

  I have read through some of these reviews and find them absolutely absurd! I have been with connects Federal credit Union for 22 years. I have never experienced a problem with this institute! If anything they seem to bend over backwards to try to help you. People need to realize connects Federal credit Union is not a large bank like Bank of America. The staff is very limited that's why services are so cheap and good! And that's also how they are able to identify you without ID. Very personal service. I've never had to wait more than a day for a return call for anything. Including when I lived in Czech republic for four years! They understood my situation while living in Czech and would bend over backwards trying to help me transfer money from America to Czech republic. I have had two car loans with them, I have a credit card through them and I have two bank accounts. Again excellent customer service. the online banking service works very well for me. it's my suspicion that these people that posted negative comments have an axe to grind. And connects just happens to be the one and only outlet for their anger. And racist remarks? Come on really?! I think not.

  Response from the owner

  Daniel, Thank you so much for your review and your kind, heartfelt words. We do strive to serve our members in the most efficient manner with a can-do attitude. You have made all of us feel really good today Daniel, thank you!

• F

  Fight for your Rights
  1

  I joined this credit union because of some of the reviews, however my own experience has led me to believe this is not the credit union for me. First, it took a whole month to get my debit card so I didn’t set my Direct Deposit to this account until I received my card. Then when I got my card I saw I received an account maintenance fee. Ok whatever, I let that slide but what got me to realize that this credit union lacked the custom service skills that I need in a bank was this last situation. On their website they state you will get a loan decision in one business day. Ok so I applied. They pulled my credit on the 6th which was a Saturday I didn’t get an answer for two weeks!! I called Mr. Buchanan and left several messages. The loan operator was rude and when a Ms. jones called me back she was blunt and nasty and just said it was denied because of Credit and hung up!! Really???!! I immediately went to another credit union and got the loan and the customer service I deserved! Connects has NOTHING to offer me at this point. 9/25/2019- Update: I went into the branch and spoke with Mr. Buchanan he explained what happened and took the time to go over my application with me even though he was busy training another branch manager who I feel will be excellent in Mechanicsville. He refunded me the fee and made me feel as if his bank would be a good partner for my financial needs. Their Marketing Exec Danielle even called and really took my concerns to heart. So for those reasons I will give Connects another chance with hopes that they give Ms. Jones some customer service training.

  Response from the owner

  Dear J Smith, Thank you taking the time to make us aware of your experience. Your situation has been researched and I am hoping you will call me so we can discuss 804-756-5000 extension 5030. Thanks again J Smith.

• L

  Leslie Farrar
  5

  Been with this credit union for almost 20 years. I have never recieved better customer service anywhere. The people there r the reasons I have never left. Often they have far exceeded my expectations. Midlothian crew are my favorites Big kudos to them

  Response from the owner

  Thank you Leslie for such a lovely sentiment! We are delighted that you feel this way and we will continue to do our best in serving your financial needs! Thank you so much for the 20 years as a member, you are the reason we are here!

• B

  Brittany Incle
  1

  I was a member of the credit union for a long time; I was never able to access the online banking. I tried to trouble shoot on my own and call for support to no avail. After a while I gave up. I had my account hacked (along with several other members) and received no credit while the situation was being "corrected." That went on for a couple weeks. My account remained in the negative because of it and one of the managers/supervisors advised that I should basically just live off credit in the meantime; I'm not even kidding.

  Response from the owner

  Ms. Wenter; Thank you for taking the time to post these comments. Please know we appreciate your membership and it was our privilege to have served you for so many years. Without going into details to protect your privacy, your comments indicate you experienced service breaks in a couple of areas. We do apologize that somehow miscommunications may have escalated your issues and therefore your needs were not fulfilled as expected. We take your comments to heart and will share with our teams as to work towards improvement. We are hoping to get in contact with you to discuss the details. Sincerely, Connects FCU

• R

  Rachel Damren
  4

  It was easy to get an account and the people there are really nice. I had a problem with my card and they fixed it right away, and they don't charge you for a new card if yours is faulty. I do wish they were open on the weekend though, but overall a good Credit Union.

• A

  Abdallah Enneddame
  1

  the atm is old and sucks,i can not believe that when u want to deposit money to your account u have to put in envelope and drop it in,and somebody comes next day or 2 days after to count it and then add it to ur account!!!!!!! if u want to avoid overdraft fees by depositing money before the day ends it would not work because it will be on ur acvount after 1 or 2 days. very old school service. and the online services are the worse ever.for no reason u would be asked everytime to reset password and problem with the server 401error...come on!!!!give me a break.

  Response from the owner

  Be Useful, We do strive the offer the technology that our members need to manage their finances. We invite you to contact any branch manager to discuss how we can best manage your efforts to make deposits. The online issues you are experiencing are not the norm and it is a complaint we have not heard before, again you are encouraged to contact us directly and we will make every attempt to solve your specific issue.

• A

  Ashley Inocencio
  1

  I just tried calling to make a payment on my car they don’t have 24 hour service and their online enrollment doesn’t work either. My car payments are usually due on the 15th and they’re closed on Sunday so the only way I can’t make a payment is over the phone which is not working. Now I’m going to be late.

  Response from the owner

  Hi Ashley, we tried to reach you today, but we were not able to connect. If you visit our website, connectsfcu.org, you can use the Make a Payment button, it's in the middle section of our home page, and make a payment 24/7 with a debit or credit card. Or give us call during business hours and we can help you decide the best method to pay your low rate car payment. We do appreciate your business!