Arapahoe Credit Union Englewood E Hampden Ave, Englewood

Dear Ms. Atkiss, I want to start by saying that I am incredibly sorry for your situation and wish your efforts had been easier over the last couple of months. I will come back to an explanation as to our limitations, but I wanted to begin by offering to get a member of executive management with you. I know you have been working with several members of our staff, but our AVP of Operations will be the most knowledgeable person available and he will work diligently to get you to the best possible solution. As to your review, I want to start by explaining some general limitations that you have expressed frustration over. ACU has to abide by both privacy laws and policies that are dictated by the account agreement our members sign. In some situations, as difficult as it is, we need to follow certain procedures and precautions to ensure that we are acting on behalf of the member’s wishes. In a situation like this, we look to the written requests of the member as the primary guide and then rely on the legal process that follows. While perhaps tedious, this process makes sure that we are accurately administering the account as it is set up. As for documentation, we have to be 100% sure that everything arriving at the credit union is legitimate. I know that is not as detailed as you would like, but, again, I would like to put a better representative in touch so that we can explain the details of your situation. Feel free to let my team know at [email protected] or call me at 303-740-7063 and we will reach out as soon as possible. Best, Colin ACU

Hi Tulle(?), I am incredibly sorry about the ATM hours. Unfortunately, that area has had some recent struggles with vagrancy and we had to reduce the ATM hours to ensure the safety of our members. It is not a decision that we came to lightly, but felt it necessary. Daytime traffic in the area changes significantly and we have much more control of the building during business hours. That said, we take all of these reviews seriously and use them to improve our services. I will be creating additional signage for the area that will help people find the closest, free ATMs. We pay for you to use the Service Center network which includes 30,000 ATMs across the nation and hundreds in the Denver area. Several are in the immediate area. You can also find this resource on our contact page available through ArapahoeCU.org. Again, I am sorry for any frustration. If you would like to reach out to me and my team, I will certainly take any feedback or recommendations that you have. I can also put together a package of resources that may help you in the future. Feel free to reach out at any time to [email protected]. Best, Sean ACU Communications

Hi Ashley! So glad to hear the process went smoothly and Wesley was able to provide great service. We love to see this. Thanks, Colin ACU

Hi Rachel, I want to start by saying how much I appreciate your review. It was one of the most reasonable posts I have read and gives the credit union excellent feedback to work with and improve upon. We like to learn from our members and you have given us the opportunity to do so. That said, I apologize for any issues you had in our branch. I am working with the branch manager over there in an attempt to find ways that we can avoid this in the future. Communication is always a focus here and we’ll look to see if there is a training opportunity available around your transaction. I am glad that you had your fee refunded and would like to put a representative in touch with you to see if there is anything else we can do. Alternatively, feel free to reach out to me directly at [email protected] or you can call 303-488-0637. Sean Martin ACU Communications

Hi Rob, I am sorry to hear you had a bad experience at ACU. I want you to know that we take all reviews, positive and negative, as feedback and an opportunity to improve ourselves. I will absolutely make sure that management is made aware of the situation. While I’m not the best representative when it comes to account processes, I can tell you that we are guided by credit union policies and regulations like the Patriot Act that can make some accounts harder to open. We often also have tighter restrictions specifically because we are not-for-profit. We are managing our members’ money, so we will tend to be on the more conservative side with our internal processes. Of course, that certainly isn’t to say we didn’t make a mistake or have an opportunity to improve. Again, though, I am not the best person to help resolve this issue. If you would be willing, I would love to put the Branch Manager in contact with you. Can you let me know if this works? Again, we apologize for your frustrations. If there is anything else I can do to help, please don’t hesitate to reach out to my team directly at [email protected]. I will be prompt to get the right representative in touch with you. Best, Colin McCabe ACU Communications

Hi Juan, Welcome back and thanks for the kind words! Best, Colin ACU Communications