New Horizons Credit Union Airport Blvd, Mobile

Dear Ms. Lowens: New Horizons Credit Union prides itself on delivering excellent member service. We have attempted to look up your incident in our records to research, but cannnot find any matches. Please feel free to email [email protected] as you may go by a different name. In the meantime, please know that, like a lot of other businesses - staffing has become an issue. So, yes, one of our branches is closed because of limited staff as the sign says, and we are working dillegently to hire. If you know someone qualified, please send them our way. As far as our Check Pricing - we have a variety of checks to choose from. Keep in mind our check pricing with shipping costs (which we have no control over) will seem high. But, our basic check prices are very competitive in our market according to a recent survey. Please know that shippiing is becoming more difficult to predict because of the pandemic. The usual 7-10 days has been closer to 10 days plus a couple. The Credit Union does offer free checks for certain types of accounts and for our Club 55 Members. Again, without getting more information about you, we cannot research the other items you mentioned, but most financial institutions you order checks from will eventually deduct your account for the cost. We apologize that our representative didn't explain our check ordering process better, and we will remind our staff to do so to avoid any misunderstanding in the future. Please feel free to reach out to us with any other information to help us research this incident better at [email protected].

Dear Mr. Griffin: Thank you so much for the 5-star Google Review. We truly appreciate your kind words and we are glad to hear that Kaitlyn provides you with excellent member service during your visits. New Horizons relies on member feedback to let us know we are on the right track, so we thank you for your feedback. If there is anything else we may assist you with, please let us know!

Dear Ms. Sheree: Thank you so much for the positive Google Review! We are so happy to hear that our head teller, Sheila, was able to provide excellent member service during your visit. We will happily pass along your message to Sheila and her supervisors so they know she is doing an excellent job serving our members. If there is anything else we may assist you with, please let us know!

Dear Mr. Harrison: Thank you for the feedback. We strive to provide excellent member service, and it seems we have failed to do so on your behalf. We apologize for the inconvenience and the delay. If you can, please email us at [email protected] at your earliest convenience so that we may better assist you and connect you to a loan officer. We take every review seriously, and we want to make sure you are taken care of. Again, we apologize for the inconvenience and we hope to hear from you soon. Thank you. Dear Mr. Harrison: Since our last reply, we were able to get more information and will have a loan officer reach out to you by tomorrow with a full update and to see if you want to continue with the loan since it's been such a delay. The delay is completely our fault due to an unintentional, internal communication drop and lack of follow-up. Not an excuse for your experience! We expect our team to be better than that, and your review has been forwarded to the approporate supervisor so that this situation doesn't happen again. We appreciate you bringing this to our attention. We only wish we knew about it sooner before it rose to this rating, but we certainly understand.

Dear Mr. Taylor: Thank you for the Google Review. We rely on our members’ reviews and comments so we know where we can improve. We apologize for the inconvenience you have experienced in our drive thru, but we want to make you aware that New Horizons CU does offer a variety of ways to pay your loan, so you don’t have to visit a branch. We offer many ways to pay your loan online. When you sign up for Online and Mobile Banking, you can make transfers from your NHCU checking or savings account to your NHCU loan. We also offer Bill Pay so you can set up electronic payments to your NHCU loan. This feature can be accessed through Online and Mobile Banking after you enroll through our website. You can also pay your loan through our Voice-24 feature. You can enroll in this feature by calling our Member Services Center at 251-316-3240 Monday-Friday from 8am-5pm so they can assign you a unique Voice-24 access code. This feature lets you pay your loan through the phone without the need to visit a branch. We also have the option to drop off your loan payments at any Night Drop Box at our branches. These Night Drop Boxes are checked Monday- Friday at 8:30 am to process any payments that were dropped off. If you want more information on these services, or if you want help signing up for these services, please email marketing at [email protected] or call our Member Services Center at 251-316-3240. Thank you.

Dear Ms. Lee: Thank you for your comments and review. We have investigated and determined that due to the initial call happening very late in the day, our representative was not able to get back as promised and for this we greatly apologize. However, she is getting back with you today. For security and privacy reasons, we cannot go into detail about your personal account through this method of communication, but our rep will be reaching out to you get a little more information to hopefully resolve the situation. Please know in the future, that we do not accept post-dated checks because - although we do our best to catch these, sometimes it is not caught in time. And, in your case, it was left with many other deposits/payments in a night drop box. As you can see - post-dated checks lend themselves to unintentional issues. And, most financial institutions will tell you the same. I highly recommend not to try to deposit post-dated checks in the future. However, hopefully our representative can get more information to resolve. If you have any other questions, please feel free to reach out to [email protected].

Dear Mr. Dreasler: Thank you for the 5-Star Google Review! We are happy to hear our branch manager, Robert, was able to process your loan and help you get the car you wanted! We strive to provide excellent member service, and we are glad to hear Robert was able to do just that. If there is anything else we may assist you with, please feel free to reach out to us at 251-316-3240 or email us at [email protected].

Dear Mr. Bykowski: Thank you for the 5-Star Google Review! We are always striving to provide excellent member service, and your review and experience at our West Mobile branch lets us know we are on the right track. If you ever need any assistance, please feel free to contact us at 251-316-3240, or email us at [email protected]. Thank you!

Dear Raylen Slaten: Thank you for the review. We apologize for the inconvenience our branch closures have caused you. Please know that the only branch that is currently closed is our Theodore Branch, but our West Mobile Branch remains fully open with drive thru and lobby services, as well as a 24/7 Night Drop Box and ATM. We also have many free services that you can take advantage of like our free 24/7 mobile app, as well as Online Banking where you can schedule an appointment with one of our representatives to avoid waiting in line. We take reviews like yours seriously, and we do not condone our employees to behave in the manner you have described. If you could please email us directly at [email protected] with more details about your experience, we will make sure to address this accordingly with our employees. Please also know that New Horizons Credit Union takes fraud very seriously and we do everything in our power to protect our members' accounts. We have processes in place that ensure this safety which includes our internal fraud monitoring, investigation, police reports, and others methods. For your privacy, I encourage you to reach out concerning your account directly at (251) 316-3240 for any further clarification on the situation or options available to you.

Dear Kate M: Thank you for your comments. Please know that New Horizons Credit Union takes fraud very seriously and we do everything in our power to protect our members' accounts. We have processes in place that ensure this safety which includes our internal fraud monitoring, investigation, police reports, and others methods. For your privacy, I encourage you to reach out concerning your account directly at (251) 316-3240 for any further clarification on the situation or options available to you.