Connection Credit Union Silverdale Way, Silverdale

I have had an account with CCU since before I was born. It is not my main bank, I used it mostly for savings and occasionally to pay bills. I haven't been using the account at all since I switched jobs. Somehow it became overdrawn and I received a letter that they had closed my account and if they didn't hear from me in ten days they would be sending it to collections! I have NEVER in my life had anything go to collections. They did not try to email me or call me before threatening collections. The lady I talked to said it had been overdrawn for a while, I don't understand why they didn't try a different means of communication! I'm a busy nurse, I work a lot, especially due to staffing issues. The first time I was able to go through my mail was because I was home extremely sick and happened upon this letter. Needless to say, I'm no longer banking with them. I was going to write a letter to their main office, but it appears that is who I talked to already. Who didn't even answer the phone saying thank you for calling etc. She answered sounding very annoyed saying "hello?" Who answers a phone at a business like that. .

I've had several experiences with banks and credit union's but I have never had so much special care and understanding like connection credit union provides. I am so thankful for their personal touch that so many other Bank's have lost. A special thanks to Kathy, for always being there for me. If you desire the personal touch and the individual customers service that they deliver, Connection Credit Union is the place for you.

Unfortunately I have yet another bad customer service experience with Connection credit union. My debit card was locked because of a transaction I made. It was made on Friday night and locked shortly after. In attempt to figure out how to unlock it I was met with no help from connection credit union. The one hotline they have over the weekend (because they are closed Saturday and Sunday) isn’t to help these situations, they are simply a shared branching hotline. After waiting until they open Monday morning I asked to speak with management, and spoke with JENNIFER B. It’s not surprise that customer service has taken a huge dive based on how this manager handled my call. Basically taking no responsibility for not having anyway to help this issue over the weekend with comments like, “we will never be open over the weekend” and “‘maybe you should bank elsewhere that is open over the weekend”. I’ve banked with connection credit union since I was 16 and would expect a more professional response especially from a manager. If you do not have assistance for these issues over the weekend at least have something on your website to tell me who to call. Jennifer continue to place the blame on the company that didn’t call me to verify the purchase but didn’t take any responsibility to even try to help me as a client feel like my membership was valued. I will be leaving this bank.

Usually hsve never had a problem with customer service. Called twice to pay a loan. On the third time, I am out on hold and still on hold after 15min with no update

OUTDATED AND INCONVENIENT. The list goes on but The daily spending limit is very low and is very inconvenient when trying to make large purchases. Very frustrating. You CAN NOT buy anything more than $1500 if it's after their business hours you can't call them to increase it. And if you call while you're at work by the time you're off they already lowered it back down to 1500. So you can't even make purchases with YOUR OWN MONEY over $1500 if you're a normal working person.

I've been a member since I was born (or at least had an account for me) and received great service for a majority of that time. I've received scholarships through them, and see the great things they try to do for the community. Even after moving away, I kept my account because things had always gone alright. However, the frustration I've had recently is making me consider closing my account and switching banks. After having fraud detected on my account about a month ago, they caught it, cancelled my card, and made sure no money was lost. She said they'd send me a new card the next day and I'd receive it in 7-10 days. A little long, but I could manage. However it has been a full month since this conversation and I still have yet to receive a replacement debit card. I've checked in several times since then as I was daily greeted by a empty mailbox, and given the same response about them using a new service to create chip cards (yay!) And that it was taking a little longer than normal. Further frustrated, I called today and was told due to a "slight delay", they still have not sent the cards, and they won't be sent out until next Tuesday (and I won't get it for 7-10 business days after that). I've been living off my credit card side January 18, and had no access to cash. If this all flows as they've said recently, it will have been up to a 45 day turnaround just to get a new debit card. I understand weather and new services have caused further delays out of the norm, but I hope they are able to speed up this process in the future for other members.

Usually great service and friendly workers. Only thing I would change is the structure of how they help customers during the pandemic. Right now as far as I know, my only option is the drive thru window which is usually fine, but some days the line piles up more than 6 cars, and sometimes people take 10-15 minutes to do a single transaction. Edit: I’m back at a later date and still waiting 30 minutes to do a simple transaction. The lobby is by appointment only, who makes an appointment to withdrawal cash?? Hopefully they can figure this out soon. If it were up to me I would switch banks, but my grandfather started this account for me.

The very first time I got signed up with their online portal, it was giving me access to someone else’s account information. It was a huge invasion of privacy, as well as very unprofessional & insecure. I gave them another chance, only to not be able to have access to my card over the weekend when I have bills due around my payday. (Not the first time this has happened) They were closed Thanksgiving which is understandable, then they were also closed on Friday which I don’t understand since it wasn’t a holiday. I tried calling & their system would just keep repeating the same message when I tried to leave a voicemail, which I wasn’t able to. I called at 9am when they opened, to have a 15 minute conversation, being put on hold multiple times & being talked over, only to find out my card was shut down for “fraud purposes” even through there hasn’t been any fraud on my account. The only way I can pay my bills online is to sign up for more of their bs or wait a week plus for a new card to be sent in the mail. Needless to say I’ll be switching banks on my day off.

30 years banking and now my son cannot use the restroom. 👍

5/28/15 Horrible customer service! They can't even return a phone call. My husband and I financed a vehicle from them in January 2015. Edie promised an extended warranty before we signed any paperwork because the dealership didn't offer them. I left 4 messages for Edie to return my call in March and I'm still waiting. I spoke with the manager of the bank and he assured me that Edie would call me back on Monday. Never happened. So I switched my direct deposit to BECU where my husband and I are very happy. 6/17/15 We just received 2 warranty brochures from Evie In the mail and a hand written post it stating.... Hi, I hope you guy's are doing well, enjoying your truck & the beautiful weather, I know I gave this brochure before, but if you still need & have not done or added the warranty please call the 800 number for a price quote. Say hello, stop by @ the branch sometime. Evie First of all we were never given the warranty information for truck, second of all a Bank sending you a hand written letter on a post it. Seriously? I really don't know what else to say other than I'm really shocked of the lack of professionalism and lying about giving us warranty information before.