University of Michigan Credit Union Jackson Rd, Ann Arbor

I really wanted to like UMCU because it is a credit union. I have had a personal account since 2009 and a business account since 2018. They are absolutely terrible for business owners. A large swath of their staff is not educated in tax wires or paycheck issues. The same swath never bend over backwards to help you or to ask a supervisor who could help them learn more. There are a few excellent representatives and managers, which is why I am giving them two stars. Chase, Flagstar, Chime, and Quickbooks all have better support for business and personal use (Chime being for personal and others for business).

Sadly, their customer service is on the decline. I’ve been with UMCU for 11 years and have had wonderful experiences from day one… until August of last year. That’s when things started slipping. Securing a car loan last fall was a nightmare (A+ cr). Now, we’ve been waiting for 3 months for a home equity loan to be processed and just received an email stating basically “sorry, we forgot about you”. What is going on at UMCU? I was trying to convince my partner to move her accounts to UMCU and now… looks like we may move mine to her bank. The burden of effort should never be on the customer (despite what Comcast believes). As we are unwilling to take another credit score hit, we are therefore paralyzed by UMCU’s inability to do their job.

Cat is by far the most helpful, compassionate person I think I've ever met. I had a very strange banking issue and she was so patient with me and helped me fix everything! This whole branch has always been so great 😊 thanks Cat!

Agents were very helpful, the space was large, and there was a coffee machine for members

Each time I go there, it feels like I am visiting friends. Pam helped me a great deal with a car loan.

First time leaving a review about this branch after being a customer since 2018. When I first signed up the woman who helped helped me was knowledgeable and polite. She made moving from a bank to a credit union about as painless as I could imagine. The wonderful thing about this credit union is that they also help finance motorcycles if you're interested in a recreational vehicle or a cheaper daily driver like me. Customer service has been hit or miss, however, depending on who I get on the line at this branch or if I have to call their main branches downtown. More respect and professionalism could be enforced in that regard as frequently I've had to deal with attitudes that don't seem to care that I'm choosing to bank and work with this credit union as a business and that kind of trust and respect needs to be earned to maintain customers. As for a PSA. At this branch since covid-19 they've stated they shut down their coin machine in the lobby so they will not accept any large deposits without them being in coin rolls. As an added note they no longer maintain coin rolls at this location and the teller suggested I'd have to go purchase some myself. Either bring your own rolls or, such as my case, go down the road to the Meijer and use the coin star. The rest of mine will end up in the gas fund.

It is frustrating to wait long periods of time to reach UMCU staff by phone during normal working hours. Wait times are very long, when you are 14th in line. There is no after-hours assistance to report credit card or account fraud. Last Friday I called to report major fraudulent activity on my checking account. My accounts were frozen as I requested, however I did not get a call Monday to follow up, as planned. Customer support is excellent, once are connected, but they seem to be dangerously understaffed.

Slowest drive through of all time. Spent 40 minutes in the drive through on a weekday. Would have given it a worse rating, but the teller was nice.

Everyone at this locations is beyond friendly and helpful! Ann Marie is my go to for anything I need. As a young professional with the access to simple online banking, I prefer to actually go into this location whenever I need something. Highly recommended!

Never go to plylymouth road location. They by their own rules. They like to close early and high five themselves when they are getting rid of you. I really wish hr and corporate security would get together and put an end yo this. It should be all on camera, personally, I believe it's their normal practice