ORNL Federal Credit Union N Broadway St, Knoxville

ORNL Federal Credit Union Reviews

• M

  Marc Arnold
  1

  ORNL used to be a good bank, but not anymore... The customer service is pointless, as no one can answer questions, and they do not offer to find those answers. The connection to Quicken has been down since early December, and they acknowledge there is a problem, but there are no details about a fix. The app crashes for days at a time after updates on IOS, then you have to delete the app and reinstall. The "fraud protection" is out of control. I have had many of legitimate transactions blocked due to their faulty algorithm, and customer service just says there is nothing they can do to fix it. When transactions are flagged as fraud, they notify you 20% of the time if you are lucky, but if you have to call to unblock your card, then you sit on hold for 30-45 minutes. I have had my card canceled by their fraud department, despite my never having reported a fraudulent transaction, and never having a fraudulent transaction hit my account. Over the past 6-9 months, I have spent 6-8 hours on the phone trying to find answers to all this nonsense. I even had a manager provide her direct line because her people could not answer simple questions when asked. They should have just stuck with being a local credit union instead of masquerading as a large bank. I am off to find another solution to my financial needs, as ORNL is not that solution anymore.

  Response from the owner

  Marc, we hate to hear that you have had a less than wonderful experience with us and would love the chance to rectify these issues. At your convenience, would you mind sending your contact information to [email protected]? I'd love to have our management team get in touch as well as our digital banking team to help with your app issues. Thank you!

• S

  Savannah Davis
  1

  The worst customer service here. I will continue to go to ORNL on middlebrooke pike. I waited 15 minutes in line to cash my check and the rude lady said she couldn’t look into my account because the “line was too long”. Isn’t that your job?

  Response from the owner

  Hey Savannah, we are so sorry that you have had this experience and will look into this incident further. Could you send us an email with your contact info so our management team can reach out? Thank you!

• Z

  Zyra
  5

  Fast and friendly ATM is open 24/7 and they don't allow cash deposits after hours.

  Response from the owner

  Thank you for the wonderful review, Zyra!

• D

  Dee S.
  1

  Terrible service. One person working having, several people in line. Extremely long wait time while the cashier takes their time with pointless conversations and no sense of urgency.

  Response from the owner

  Hey there, we apologize that you weren't met with the best member service possible. We would like to learn more about your recent visit and would love the chance to make it right. Please email us at [email protected]!

• E

  Elliott Duncan
  1

  My wife is a few weeks removed from having our first daughter. She needed to make a name change on her account and deposit a check, so she did the responsible thing and called the customer care line to see what steps she needed to take, as we don’t necessarily want to leave the house with a newborn. The customer care rep made a note on the account that my wife could use the drive through to deposit her checks, and change her name. Apparently that’s not the case, and the representative at the drive through window wouldn’t even entertain the idea. She said the drive through was too backed up to help (we sat there for five minutes before being helped, and only one car behind us after that). It’s frustrating not to have the employees on the same page. We’re closing our account and will be moving to a different bank.

  Response from the owner

  Elliot, we hate to hear this. If you wouldn't mind sending your contact information to [email protected], I'd be happy to help assign an employee to assist you. We'd hate to lose you as a member and want to help anyway possible!

• J

  Justin Wiseman
  5

  Staff is always friendly and helpful! Compared to the other branches this is my favorite!

  Response from the owner

  Thank you so much for the kind words, Justin! We greatly appreciate it!

• J

  Jade Gold
  4

  I really like this bank and the friendly staff. Brittany O. is the best to work with and always willing to help. I do find their online system to be a little harder to navigate only because you have to long in and out when using personal vs business accounts. The hold time to reach someone having to dial a main line is a little longer than I would like most of the time and I wish they had a phone line you could quickly check balances. The app often doesn't work and it does take awhile to reach tech support. All individual issues so I still gave them 4 stars

  Response from the owner

  Thanks for the review, Jade! We appreciate your kind words about the Fountain City Branch staff and will be sure to pass this along. We also thank you for your feedback about our online, mobile, and telephone banking systems. We will ensure that our technical teams are aware of these issues you've faced as we strive to provide our members with the best and most up to date products and services available.

• J

  Justice Velasquez
  2

  Never have been so rudely treated at any of the location except for this one. After getting kids and everyone out of the car we walked towards the door 15 minutes before the posted closing time to get to the door and have the door locked in our faces. We dont appreciate that and will not be returning to this branch. Everytime we have come other than 1 trip the bank representatives act like it is such an inconvenience to help us. Don't recommend this location. Drive the extra 10-15 minutes to go to the Clinton location or the Middlebrook location.

  Response from the owner

  We are so sorry this happened Justice! We would like to learn more about your visit in order to help prevent this from happening in the future. Could you email us at [email protected] with your contact info? Thanks!

• C

  C .r
  1

  ORNL is a horrible place to bank with. You always have to deal with someone with an attitude. If your card doesnt work its all on you even though the chip wont read EVER! Im tired of paying a $5 fee everytime a card wont work due to their faulty cards. Go somewhere that actually has descent customer service like U.S. Bank.

• J

  Jeffrey Napier
  1

  Lobby closed, so the line for the ATM averages about 25 minutes. Then, you get to the ATM, and it's out of service more often than not.

  Response from the owner

  Hey Jeffrey, we apologize for this inconvenience and will alert our staff of this issue. Please feel free to call the branch directly to schedule an appointment to visit the lobby if needed!