Pathways Financial Credit Union Emmaus Rd, Marysville

Blythe was very helpful in assisting me with a credit card malfunction. Thank you Blythe!!!

The loan officer made the process easy and fast couldn't ask for better

Set up another checking account today. Blythe is and always has been FABULOUS! Friendly, knowledgeable and helpful. The process was a breeze!

Haleigh was very helpful & friendly today.

Just recently opened an account here and glad I did! They offer a lot of benefits that traditional banks can't offer.

I really used to love this place as an alternative to the hassle and expense of dealing with a big bank, but it has steadily gone downhill as they get bigger and bigger. I called with a concern over my credit card and all of my calls are now routed to the Gahanna office even when you call the local number which used to route to Marysville. On this occasion an employee named "Tristen" was the only one answering on 9/26/2017 at 1:30 and was completely incompetent. Mind you, all I am asking is what my remaining balance is on my credit card and if there was a reason why a charge could not be processed. "Tristen" could not answer those questions and indeed did not seem to know how to even access my account or look up my basic information. He finally just hung up on me. I kid you not, I actually heard the beep and then saw the call dropped. This was not an irate call whatsoever. I called back thinking it was some sort of glitch and "Tristen" answered again and when I started speaking he hung up on me. I called two more times and the same thing happened. Finally, he answered and then pretended he couldn't hear me and then hung up on me again for a total of 5 times. I called back and tried to get a supervisor or anyone beside "Tristen" and it was impossible. I then had to drive into Marysville to the branch and ask my questions about my account there. Of course I filed a written complaint with Mitchel about "Tristen" who assured me he would send it to his supervisor, but I find it absolutely baffling that "Tristen" was the only option for taking calls for this entire financial institution! Mitchel assured me that the calls were now routed through the Gahanna office unless you knew the direct extension of someone at a branch location, but how would anyone actually have that information and I was not given any extensions when I had to physically walk into the credit union and inquire about my credit balance so the entire mess could happen all over again if I had to call back. Obviously, anyone who hangs up on a customer needs to be fired, but this broken system of going through a single individual who is obviously incompetent speaks to a bigger issue of who designed this bottle neck and forced customers to deal with 1 person? I would think even a halfway decent manager would consider such a communication system to be vulnerable at best, but that does not seem to be the case. I would be hesitant to recommend Pathways to new customers because of the inexcusable customer service and the tolerance of an obviously broken communication system. I can call any bank in Marysville and actually reach the physical location of the branch bank, but I cannot do so with this local credit union... As a followup to this situation, a manager did call me back 4 days after my written complaint and was very respectful and asked very appropriate questions to figure out what to do about the employee and to prevent a situation like this from happening in the future. It was not just platitudes, he was genuinely interested in the situation and asking me about my experience, etc. He finished the conversation by asking me how they could make this right. That is is a very proactive respectful way to end a situation like this. They have my thanks and respect, and I would recommend Pathways in the future. As a result of their continued customer service and professional attention I have upgraded my negative review with only one star to a total of 4 stars. I was honestly that impressed with their follow up.

I am a very disappointed customer. I am unable to get my point across. I have to usually go into the credit union to make my point and it never sticks. Example: they continually put holds on my husbands paycheck every week and we have ask, email, explain, call and had a note left on the account. We still having issues several months later. I feel like an idiot because I convinced my husband to join this ridiculous credit union. We have decided to leave because they refuse to listen and they seem annoyed when we do call. Guess we are interrupting their socializing with each other. I usually don’t post online but I don’t want others to suffer with this credit union. STAY AWAY!

Member services representative Kim Van Ness went above and beyond to assist me with retrieving information of past transactions.

Opened a joint account with my son with the help of Kim Van Ness, great experience. Thanks Kim.

She was great. She even followed up w/ me by sending an email & had it all in writing.