STCU: Downtown Spokane Branch N Wall St, Spokane

STCU: Downtown Spokane Branch Reviews

• L

  Lucas Cooper
  5

  Always a great experience at this location. Parking is easy, multiple loading zone's for quick stops. I wanted to set up automatic payments with my Avista account since the apps seem to have so many steps. Kendall, the assistant manager, got me set up with Sean and he knew what to do. I handed my phone over and he took care of me. Plus I was able to get my credit card interest lowered substantially! It definitely pays to be a member!

  Response from the owner

  Thank you so much Lucas! We appreciate you taking the time to leave a great review. We will make sure to give kudos to Kendall and Sean.

• L

  Lindsay Farrer
  2

  While I love the in-person customer service I receive at any STCU branch, the TERRIBLE outdated quality of the online banking just isn't cutting it for me anymore. It's not user friendly and is often difficult for me to login to my accounts. They just barely got mobile banking too... I mean really? It's bad enough that I am seriously considering terminating all business I have with them. Yes the in-person customer service is great, but I just don't use that enough for it to outweigh the awful quality of their online banking.

  Response from the owner

  Lindsay- Thank you for letting us know about the challenges you were having with our online banking system. We agree that our old system needed an update, so we completely redesigned it and launched a new version with enhanced features back in May of 2014. Shortly after, we released our mobile app, which has a similar look and feel to our full online banking site. We’re continuing to make updates to both services and welcome your feedback about both our online and in-person service.

• a

  alavend
  1

  STCU customer service is impossible to deal with. Took the advice of a car dealer to loan from STCU for wife's car. They offer a discount with autopay which worked for a few months before it quit. WaTrust and STCU blame each other for the disconnect. Now my wife isn't allowed to make a payment on her own car because she didn't sign the loan paper. When I call there to make a payment they need social security number, a secret code, year and make of car, approximate payment amount, date payment is due, and then want 10 dollars to make phone payment. What's up with that? I'm a customer I think... They make it pretty hard to do business with them. Probably won't consider doing any business with them in the future again.

  Response from the owner

  We are so sorry to hear that you've had such a frustrating time with us, and that's definitely something we want to address. Thank you so much for letting us know about your experience, so we can get the challenges fixed! Specifically on some of your concerns: Our team is happy to look at the auto-payment error that you're getting -- it is possible that it is on Washington Trust's side, but we can give you all of the information we have to hopefully get it worked out between the two institions. You are correct that our policies do not allow someone not on the loan or accounts to make a payment with a card over the phone. However, your wife would be welcome in a branch to make the payment. This is to help reduce card fraud for all of our members. As far as the questions you are asked, we ask a number of questions because of the Equifax data breach earlier this year. Many of the standard identity verification questions were revealed in that data breach, so we ask additional ones to ensure that your accounts are safe. We'll have a team member reach out to you today to help get things sorted out and answer any additional questions you have. Thank you for being a member!

• P

  Penny Y
  5

  I am in the process of moving my business from First Interstate Bank (formerly known as Inland Northwest Bank - they were AWESOME! FIB, not so much) and have had nothing but EXCELLENT service at this Branch. Amanda did absolutely everything I needed and asked for, something FIB is just not as customer service oriented. I'm just a little client to FIB but STCU is treating me as a valued customer. Thank you STCU and Amanda!!

  Response from the owner

  WOW! Thank you so much Penny. We appreciate you taking the time to leave us this review, and we'll be sure that Amanda and her supervisor get your kudos as well. No matter what the number in your accounts might be, we're always going to be glad that you joined us as a member.

• S

  Savannah Ervin
  5

  The bank itself, the people who work there and the Rocket Bakery crew attached to it are all fabulous. Great customer service, and regular customers are always welcomed with a warm smile and friendly banter at the very least. One of the coolest setups I've ever seen, it makes banking and shopping local convenient and worth it.

  Response from the owner

  Thank you so much, Savannah! We love that you took the time to leave this review, and we're so glad you like the setup!

• A

  Aaron Bowling
  5

  My bank is actually wsecu but since stcu is a branch member I use the one downtown to do most of my banking and I love the place. It was recently moved to another location which is even closer to the apartment building where I live about a block away from me. I think the tellers are awesome. They are very nice and always make me feel happier when I stop by even though I usually am only dropping off small amounts of money. I will always be going to this stcu bank downtown.

  Response from the owner

  Thank you so much, Aaron! We love having you visit.

• S

  Son Ray
  1

  Sick of paying for your mistakes out of my pocket. DO NOT TRUST THIS PLACE WITH YOU MONEY OR INFO. So done with this place. You make it impossible to do sound banking. I'm constantly worried that somebody (you) is gonna screw up and I'm gonna have to pay extra on my bills like I HAVE BEEN because they are late, as I am constantly denied access to MY MONEY because of YOUR ERRORS. Do you guys get off on screwing up people's lives? What's worse is every single time I make a complaint, all I receive is a half-hearted apology, like your apology is going to fix the financial distress that YOU created in YOUR ignorance. If you say you care so much about your "quality of service" and your customers, then maybe consider owning your mistakes and offering retribution, instead of just sending an apology. Your "apology" doesn't bring back what I lost. You "apology" doesn't fix the damage done by your careless actions and ridiculous policies, which upon review, I can say that most are definitely NOT designed to help customers in ANY WAY, but to cover your behind, and make you money. Your apology is worth nothing when I have to pay a $150 late fee, just because one of your idiot employees can't/won't do their job correctly. In most places if you can't do your job, you lose it, but not at STCU!!! I'd rather store my money in a matress, at least that way I'm %100 sure it's there when I need it, not when you can "get around to it" GOOD. FOR. NOTHING.

  Response from the owner

  First of all, thank you for taking the time to leave us a review and let us know about your concerns. The situations you describe most certainly sound frustrating. We would like to look further into the errors and policies you are referring to, and identify what might be done to help you and improve our processes for the benefit of all of our member-owners. Could you please reach back out to us at [email protected] with your name and preferred contact information, so we can look at your exact situation and have a manager get back to you ASAP?

• J

  Julie Mayr
  4

  Just opened an account because my new car loan is,with STCU. I was pleased that there was a local branch downtown, unfortunately ther is NO parking on Wall St. In front of Bank so you have to park in the mall parking and pay. Or do meter parking on North and south streets. Either way very inconvenient, especially if you are handicapped as I found out the hard way.

  Response from the owner

  Julie, thank you so much for joining and visiting our branch, we are so glad to have you as one of our member-owners! You are correct that Wall Street and the Downtown Spokane branch are more pedestrian-focused, and please accept our apologies that it was inconvenient for you to visit. In the future, if you would like, our U-district branch at 528 E Spokane Falls Blvd is about one mile away, and has ample accessible parking available. No matter which branch you visit, we'll be glad to see you again!

• B

  Born Again Torinos
  1

  I've been a member for a decade and lately when I call I have a 20 minute wait on the phone in a cue of around 20 people ahead of me. The last time this happened I told them how unhappy I was for having to wait for nearly a half hour to talk to them and all she would say is "sorry". They couldn't care less and their quality in customer service is suffering badly. They don't care about you. Bank somewhere else.

  Response from the owner

  Hello, Thank you for sharing your recent experience with STCU. We're sorry to have let you down, and can assure you that the quality of service we provide to our members is critically important to us and we take it very seriously. Our Contact Center is handling more calls all the time, and those calls are more complex than ever before. As a result, members are waiting an unacceptable amount of time for assistance. We know that’s frustrating. We're aware of the issue and are taking these steps to help with the volume of calls: - Hiring new staff members to help with the volume of calls. - Working to ensure a consistency of knowledge across the board so that your experience is positive, timely, and accurate, no matter who answers the phone. - Revamping the menu of options you hear when you call STCU, a process that should be completed within a week or two. Hopefully, the next time you call, you’ll hear more concise options for getting the information you seek. - Developing a new feature that will allow you to leave a call-back number, rather than waiting on hold. All of this is a work in progress, but we are actively working on improving this area of service. Again, thank you for taking the time to provide us with your feedback, and we appreciate your membership.

• T

  Terry Borrowdale
  5

  I now have several accounts with STCU, both personal and business. Robin Lewis heads a staff of the most wonderful people in the business. They are professional and so very kind. I highly recommend this branch of motivated, service oriented professionals!!!!

  Response from the owner

  Thank you so much for the kind words. We'll be certain to pass your note along to our staff.