Innovations Federal Credit Union N Tyndall Pkwy, Callaway

We have had an account here for years. We constantly get charged fees even when we have a positive balance in our account and nothing pending. We were just charge 12 fees and we had positive balances before & after the fees. What is the point of checking our balance when it doesn't match what is there? They refunded 6 of the fees, but they should have refunded all 12. We can't seem to get ahead because of things like this. Once we were told that it was due to the TIME a transaction was processed. If one was processed before another and it brought the amount down, they would charge a fee. So much BS from them. We will be looking for a new bank.

I went in to dispute a charge and I felt like the tellers didn't want to help me, and like I was bothering them. It also felt like they didn't believe me about the situation with the charges, which was ridiculous. The teller that helped me was asking for details in a condesending way as if I was making the whole story up. Last time I checked, that's not how disputing a charge works. I've worked in customer service for over a decade and based on that, and prior experience with Innovations FCU, I definitely expected better from them. I left feeling pretty badly with hurt feelings. I don't know if they realized it, but they made me feel like a bad person and it affected me greatly. In the future, I hope they don't ruin someone else's day.

Their app is great but I wouldn't recommend them for business accounts. Our cards are constantly blocked/flagged for fraud purchases and it is a nightmare trying to resolve the issues. We make repetative and large purchases and almost everytime our cards are flagged and purchases are declined. We can clear them via the automated service but still have to call card services the next day because holds have not been lifted. The last few times this has happened we have spoken to card services, who claim everything has been cleared, only to have to call back multiple times and speak with multiple people because the cards are still flagged. I also don't understand why, if there are 2 names on a business account, they have to speak with the person's whose name is on that particular card. All cards belong to the same account, which can be accessed by both people. IFCU also boasts about their online banking but require you to come in person for so much. Tyndall has much better customer service, and when you go to the drive up they don't have an offsetting can't be bothered attitude.

EDIT: I was contacted by the branch manager Trish, who was not the woman I mentioned, I confused her with Trish. She said my concerns would be addressed in a meeting that day. I do appreciate her reaching out and wanting to fix my issue, and that goes a long way in repairing my opinion of their customer service. Better than a bank, but their customer service has really gone downhill. Often understaffed at the Callaway branch. Today I waited in the drive through line for 40 mins. In that time they processed 5 people. When we got to the window I saw why. 4 tellers, one working the lobby, one somewhat working the drive through, the other two standing in front of the second teller's computer. The second teller had to lean over to reach her microphone and help her customer, and the other two refused to move. They were having a lively conversation and using their hands to make motions that can only be described as muppeteer like. They never helped anyone, and were blocking the second teller from doing her work. The teller working the lobby finally came over and gave my card and receipt to me. If you're not going to do your job Trish, please don't block others from doing theirs. This issue could also be helped if the ATMs were upgraded to accept cash like every other bank/credit union. Yes I know it can be dropped in the overnight box, but I want a receipt and not have to wait a day for it to be posted to my account.

We originally began doing business with Innovations FCU because of an automobile loan and we moved additional financial services to the credit union. We have been so pleased with the Tyndall Pkwy customer service and have received and have found them to be extremely efficient and professional as well as friendly. If you are in the looking for a new financial institution, I hope you will consider Innovations FCU. Satisfied Customer, Pam Duggan

Why am I on hold this long I just need to pay a bill the holding system makes you press 2 every 66 seconds or it hangs up

I find Innovations to be one of the most efficient and professional CU’s in the panhandle. A lot of the negative review I am reading happened after one of the largest hurricanes ever hit our area. It’s unfortunate that it’s unearned. All of these branches will bend over backwards to lend a helping hand. They did so much for their members and the community when the storm hit. This Credit Union is solid and we use them everyday!

EXTREMELY unprofessional. I should not have to call you 6 times and wait a week for a problem to get fixed. Trish and Alexandria have no idea how to do their jobs. Notes were supposed to be made yet I had to explain everything multiple times. Trish then proceeded to cut me off, interrupt me and raise her voice. This is the worst way I’ve ever been treated. So much for customer service. If I could give no stars I would. Closing my account and going elsewhere.

Don't be late on payment will lock you out of accounts n will not give yo balances

Great people and excellent service. They truly are here to help you and the local community