Alta Vista Credit Union W Lugonia Ave, Redlands

I’ve always been a believer in credit unions, and I moved my accounts to AVCU three years ago. I’ve found the staff to be incredibly friendly and helpful, the location to be child-friendly, and the online resources to be easy to utilize. Any concerns I’ve had have been quickly handled with a phone call or message, and my experience has been very favorable. Stephanie in the call center maintained her composure when I thought my card had been frozen, but I was just putting my PIN in incorrectly 😆

Horrible experience they are obsessed with charging fees left and right. Don't ever bank with them or enter a loan agreement they will screw you over

Can't get into my account they are all messed up. As a mater of fact they didn't tell us how to access our account and that our old password no longer works so my account has been locked. Good luck getting through to there phone lines they don't work either. This is the most BOTCHED new APP launch ever. I can't even get into the account on line did they change that also. This Credit Union gets a ZERO for customer service.

After both myself and my wife received an email notifying us how to access the new website only I was able to login. After reaching someone by phone, we were told I had to add Stephanie to the account before she would be able to login but this did not give her access to the mobile App and she could not leverage website Bill Pay because she was a “SUB” user. We spent some time being transferred from your Bill Pay third-party and Account Services trying to get this addressed and were told to share the account login/password. After doing this my wife was able to access Bill Pay but the payments failed, but took us longer to realize than we wanted because my email address is the one on the account. Another round of being transferred between the Bill Pay third-party and Account Services and Live Chat (we were desperate at this point so reached out to anyone we thought could help) we were told that it is not possible to have two users with separate logins access the same account so both of them could perform the same things (Bill pay being the specific service we both need access to). We were told that for my wife to access online Bill Pay she needed her own account. Although we finally have a solution, we have not only been without access to the banking services we need to run our home, but have spent hours of our time on the phone, leaving messages and online with Live Chat. Due to repeated hurdles since the rollout, and significant time invested on our part trying to resolve then, we are ready to apply to another Credit Union and wanted to make sure we shared this feedback because it has been the worst experience in over 30 years that we have had when being migrated via other companies and organizations that we patronize including banks, insurance companies, payroll providers, CRM, accounting systems, health insurance companies, retirement fund managers, life insurance companies, etc. I am not in a position to recommend this Credit Union to anyone based on this experience. Everyone we have spoken to or chatted to has been absolutely amazing to work with to resolve this but their ability to rectify systemic issues with the platform has resulted in members like us shaking our heads and wondering how this could possible have happened. I don’t wish to come off as angry, dismissive or frustrated – I am sharing our experience in the hope that the factors that led to the rollout of the platform can be evaluated and improved – as I personally believe this has the potential to impact the Credit Union in a very negative way.

My husband and I can't share enough positive affirmation in regards to our experience at Alta Vista Credit union. We sought an immediate loan and received the best professional service and in a timely efficient turn around. Alta Vista is truly a Redlands Bank, a Community Bank that serves the residents and community and invests in each. We experienced top notch service from Michael, Sara and Connie and Daniel. Out of 5 stars we give Alta Vista 6! We highly recommend Alta Vista and it's team!

Ugh. The drive thru ATM sucks here. Lol its temporarily out of service most of the time and chews up my payroll checks. 🙄 Wish we had more credit unions in the area to choose from. I have small children so it's an inconvenience to have to walk in to the bank.

Very unhappy with this bank. I had a couple of deaths in the family so I haven’t been using my account. Apparently they decided to change some of their customers accounts to a new policy charging $6 per month. This resulted in my funds taken out and my account closed. I finally found out after grieving when I needed to access those funds. I have yet to understand why they even changed my account to begin with.

So many issues with their customer service. I had a home equity with them and was looking to apply for another and was referred to their affiliate for mortgages. They never returned my calls and I was forced to use an institution that actually assists their customers. Because of this they charged me an early closure fee on my loan. I called them and Alta Vista takes no responsibility for their own referrals, saying they are not affiliated they just share a space in the building. Requested a call from a manager regarding this issue days ago and still have not heard a single word. I will never utilize them for any of my financial needs in the future and you should definitely consider looking elsewhere as well. Not the community credit union service you'd expect or deserve.

They charge you a fee to join and then continue to charge you a fee to have an account. They say it’s waiveable if you get their online services but it’s not user friendly, thus still charging you the fee. That’s exactly what I want to hear anyways, ‘hey if you jump through more hoops we won’t continue to charge you more fees even though you already let us hold onto your money.’ Additionally upon opening the account by depositing some checks, they put holds on them for 10 days. I understand some levels of security however given the immense amount of information they had on me and my background I felt this was unnecessary and petty. They also make you sign in like it’s a doctors office to do anything but deposit money or withdrawal instead of just helping you. Furthermore I inquired about a mortgage and the company they partner with had high rates. I’m not impressed and will be closing my account here. I don’t know how their rating is so high.

Talked to Benjamin, a manager at Ulta Vista on their COVID-19 payment deferments. They make it sound like theyre trying to help you. As if payments will be deferred to end of the loan. Thats not the case. Expect them to take full payments as interest and to say that "They werent trying to help, but were MANDATED to take this action." So the next time you think theyre working with you to help you, think again. Lacks people skills and customer service skills.