Member One Federal Credit Union Timberlake Rd, Lynchburg

Member one on Timberlake is absolutely awful. I was asked about my personal life. They asked if I have kids. I said yeah I do. They asked to see a picture of my kids. Of course I’m not showing them a picture - I dont even know you! I was called a liar. They said “if you really had kids you would have no problem sharing a picture of them.” I heard them whispering that I am a liar. Canceling my checking!!

These people are truly wonderful because they actually care about their members. Simone and Ryan have always been there to help me understand my loans and future financial needs. I recently had identity fraud happen to me. Simone was very thoughtful and clear in explaining what my options were about a potential late payments. I am working on my credit score so her amazing help is truly a blessing.

I would not recommend this institution to anyone. They are more concerned with getting their money than they are about their customers. They are not understanding of any personal difficulties and I have been told directly by one of their representatives that they “do not have the manpower” to properly notify their customers of issues with their accounts. When speaking with Samantha regarding a credit dispute filed for a late payment due to lack of notification of a payment issue, she was more worried about targeting me than assisting to fix the problem. It was implied that I was paranoid with an implication of their intent of lack to notify stating “no one is out to get you” and “no one is targeting you” when the correct mailing address was never recorded, payments were made prior to the 30 day late mark, and we were never notified of any issues via phone or email following with two people listed on the account. I can assure that this is not specific to me and they treat all of their customers with the same lack of service as reflected in other views. It was stated that “this is not our fault,” “it seems that you are just looking for somewhere to place the blame,” and “we are not responsible for notifying every customer of payment issues” when explaining that while there were financial difficulties at the time, that all payments were made prior to 30 days late and that that is reflected in payment attempts and issues would have been resolved immediately if notified. The only thing this company has going for them is their interest rates. I would bite the bullet and go elsewhere. UPDATED REVIEW: This is based solely on the branch manager, Ryan, and his handling of the issue. He reached out and was very courteous and quickly nipped the issue in the bud. Remarks were removed from credit report and his follow up with me was unlike any other customer service I’ve received. Thank you, sincerely.

UPDATE: The issue was resolved by management. Update: After speaking with a CS rep at the NCUA I will be filing a formal complaint. UPDATE: To my dismay I just spoke to a manager or specialist (not sure which) that attempted to sell me what I can only describe as nonsense. I was told my monthly statements are simply an accounting of the previous months transactions and get this “just a suggestion” on when to pay it. I have never in my 67yr life heard any financial institution make such a ludicrous claim. The excuse was they are doing the bare minimum as required by law in providing a statement and again the due dates were “just a suggestion”. I’ll be checking with the State Corp Commission for clarification. If in fact as Member One claims due dates are “just a suggestion” I’d still have to say this rivals any bad customer service I’ve ever experienced. Personally when I’m done with these loans I’m done with Member One. Overall there fine but there’s a rather odd issue I’m experiencing with them that on its face seems very easily solved. But according to the CS rep I spoke to not so easy, maybe impossible. Every month I receive a combined loan estatement...no problem. The problem is one of the loans is a couple of days past due when the estatement arrives. I suggested a separate estatement...nope not possible. Ok than how about changing the due date on the loan...nope not possible. I was offered a 1980ish payment process that included multiple forms and voided checks. I declined. I have to wonder if sending loan statements out after the due date is the best way to earn the public’s confidence. Not working on me. I’m looking forward to my promised call back.

Our family recently bought and sold a home in the Lynchburg area, and we have had multiple interactions with Member One throughout the closing process. We have been so impressed with how friendly, helpful, and efficient the staff has been! It is a joy coming in to this credit union, and we will be continuing our membership for our time in the Lynchburg area. Highly recommend this institution!

I went to the actual Branch to pay my car payment and it was $.15 short (unbeknownst to me) last month and the teller said nothing. Fast forward to this month and I’m unable to make a payment online. I call and not only is my car loan reflecting 30 days delinquent, but they reported my $.15 to the credit bureaus as a late payment. A joke of an institution in my opinion. You can send me mail and call for everything under the sun, but the physical teller didn’t notice that my payment was short of what the computer stated (granted, I should have known, but that’s her literal job - to review numbers). Definitely will be shopping around for another checking/savings account and car loan servicer.

Julia Whitt my member Experience Rep was amazing to deal with . She made the process of switching accounts over painless . Customer service like that is why i stay with member One

Love this bank because of Wendy. I went to get my car refinanced and Wendy was simply amazing. She was helpful and very informative, she was pleasant and patience with all my inquiries. Only wish she still worked at the location. I've been recommending everyone to Member One because of my experience provided by Wendy.

I've truly had nothing but good experiences at the location on Timberlake Rd. There have been times that the teller wasn't in the best mood but just a simple smile and acknowledgement from me is all it takes to lift the mood with them. Usually, the ladies in the bank are cheery and personable towards me, which is a nice difference from Incorporated banks I've dealt with in the past.

I updated my review SOLELY based on my experience with the Manager Ryan Bell. He was very pleasant to deal with and not only because he solved my issue. He explained what happened and apologized. That goes a long way.