Sound Credit Union

My boyfriend and I had our eye on a classic car that was for sale on craigslist and had decided that we were gonna try to take a car loan out to purchase the car. At first, everyone seemed really nice and eager to help us with our first time taking out a car loan. The branch manager, Suzanne, and her employee Nicole were the folks who took us on. My boyfriend and I had many questions, and sometimes had to call the branch or go in with paperwork. There was the third or fourth morning that we had gone into the branch though that really turned us away from this location. We had come in with some paperwork, just in case they had not received it through fax, that’s all. We were told to sit down and wait for Suzanne to free up, and when she had approached us, she went out on us saying that «We were burdening them» and «Making this stressful» for them, and it was very demeaning for my boyfriend and I. She had tried to compare how we were behaving to how a customer in my job field would behave, and how I would feel if they were «constantly calling, asking questions» (Which the answer to that is be patient with them and help them through the process, like a good customer service employee should). This is our FIRST TIME doing something like this, and we were just making sure everything was done in time for this car, and whether we were burdening them or not doesn’t mean that they can blow up on us. We steered clear of them from there, except for when I left a message asking about what insurance is needed for a financed loan, which I never got a reply back. I’m NEVER going to to come to this location again, worst experience with a bank I have ever had.

Honestly this is the very rudest c/​u (Kent location) I have ever dealt with in history. Specifically the manager. I came in to open a business account and from the moment I walked into this location the manager (I think it said Susan) seemed bothered to even acknowledge a client. She did not want to recognize that I was there. She instead vacated her desk, nearly passed me up without eye contact. I had to stand there and look directly at her before being spoke to. (The location wasn’t extremely busy) but she gave off the vibe of being bothered. Finally, she looked at me and merely acknowledged my existence. I said «hello I am here to open a business and personal account today, is it you I speak to»? Her response «yes, it will be about 10 minutes, have a seat there». As I go to sit she asks me «Do you have the hard copy of your business license»? I informed her that I did not have that on my person, although I have all my ubi, license number and it is accessible by WA state website. She proceeded to inform me «it’s a piece of paper, it’s blue «with hand signals, pointing at the one on the wall as she walked toward the other side. «We want your business, but I must have that to proceed» .its at my place of business (per the law) In my mind I’m thinking. (Really …is it blue? I have been a business owner for 4 years, a business manager for 16 years prior, I’m pretty sure I know what a business license looks like) but I let her be condescending for the moment and told her let me go check if I have a copy of it in my file box in the car. I then called customer service to verify what they had told me 30 minutes prior to my entry. (if you don’t have the original we can verify that online, it’s no problem) Otherwise I would have made certain to have it. Once again that was reiterated.
I went back Inside and waited in the teller line (of 2 members) when she looked up at me. I told her that I have it pulled up on my phone from the wa state dept of revenue and this is accessible on line (the entire license with all info– numbers, dates, the actual license) pulled up. . She argues for a minute then asks the girl at the far end «are we able to do that»? Emphasis here, I had to speak loudly because the girl at the end couldn’t hear me. Her answer was «yes we can pull it up on the website». Then she again tells me to have a seat and (I think k… was the name of the other girl) will be with you in about 10 minutes. I sat my son down and used to the bathroom quickly. As I’m exiting the restroom she is standing out there to let me know «we absolutely must have that hardcopy». I say «I called customer service twice both times they said it is not a problem» she then begins to loudly, in front of the whole place (now 4 in line & elsewhere) telling me she «called her boss and this is a requirement, I am the branch manger… customer service is definitely incorrect, where is your business license»? etc. I felt like she was undermining my intelligence and she was blurting out my information– people were looking at me at this time approx 2 in the line and 3 other members around. (embarrassing, unprofessional and uncalled for) so I said «ok, let’s be sure the whole place knows my situation» she fumed and stormed off like a child with her hands in the air «I’M DONE !» I’m done, I’m done, im done» .while walking away back to her task at hand, (the whole place was staring (employees included) I said «well I guess that’s good then, your very rude «and out the door I went. All the while thinking this can not possibly be a good example for her employees and definitely not the way to handle a new member. Honestly, I was shocked at such unprofessional behavior, in so many ways. Prior to owning a business I managed many teams and this is far from any example setting as any type of leader. This is unacceptable treatment to a potential or existing member. I just couldn’t believe her behavior. Even my 8 year old son said «mom she didn’t want to help you when we got there, that’s why» smart boy. he also got that vibe and all I said to him was «wow, she was rude «. This Was A Huge Disappointment today, as I am a busy business with not a lot of time and an agenda for the day. I felt this behavior should definitely be addressed. I will add that customer service was extremely nice, helpful then apologetic. That I did appreciate, so thank you customer service! 5 stars for you.

I want to say that this is the worst bank/​credit union that I have ever experienced. I have been around with them for a few years and have only had one other problem. Today’s encounter takes the cake.
I was met by Suzanne Chan the branch manager who initially seemed bothered that I sat down at her desk to talk with her. I asked her was it okay that I sit down and talk with her since she seemed busy doing whatever work she was. She said yeah. Her body language said something else.
I proceed to explain to her that I was charged 8 NSF fees for a returned payment I had attempted to make on my credit card. I have several thousand dollars in the bank and it should not have declined. I also proceed to mention that my credit card company closed my account given the NSF fees and I would like a letter explaining the situation or to contact my credit card company. Before reviewing anything she said she won’t be writing any letter.
I ask why would it be returned when thats the number I always use for all of my auto payments. I attempted to pay $ 1000 and another payment of $ 1200 to pay on my CITI credit card. As a branch manager Suzanne seemed very confused. She printed out my transactions and could not explain it. She then called another representative over whose name I did not catch. She told her it was because it was pulling from savings not checkings. I call my credit card company and put it on speaker. Suzanne is still looking into it on the computer as I am speaking with my credit card company. She says she will only credit 4 of the 8 because that is half and its not their fault.
My credit card company reads the # which is my checking # trying to get to the bottom of it. Initially I seen 8 NSF (human error in calculation). Suzanne is adamant that she is doing me a favor and I should be thanking her because she really didn’t have to credit anything back. She was very rude and condescending. Her body language from the moment I approached her she seemed bothered. I told her that was unacceptable and if she can credit 4 she can credit all 6 given there was only 6 and not 8.
She said no and told me no and said if I closed my account she would not be crediting me anything. Trying to force me to stay with a bank whose reps do not respect me. I just bought a house a few months ago and to have all these fees when I had the money to cover my credit card payment is very upsetting. It also reflects poorly on my credit.
She used her position of power and privilege to demean me and evoke a threat. Given she had all capabilities to remove the fees. The only reason I stayed after my last horrible experience with sound is because the workers at the Tacoma branch. They are beyond amazing. Every time I come in I feel like I am family. Today in the kent branch with Suzanne I was treated like a bother and made to feel less than. She did not even research my situation and made a decision about what she would and would not do based on how I looked when I came to her desk. She also could not even understand what was happening and needed assistance from others to help when she is the manager.
I asked for the CEOs information. She refused it and said she will call her boss. I was near tears upset because of how she was talking and treating me. I say can you please just give me the number because I want to leave. I do not feel appreciated. I feel demeaned. She says no she will do something better for me and proceeds to call her boss. Kay Williams. Again I ask her for the information so I could leave her presence before I get even more upset. She doesn’t give me any numbers just her bosses name. I looked up the CEO Richard Brandsma who I will be reaching out to.
AVOID SOUND CREDIT UNION AT ALL COST.
Especially the kent branch. If you must go… go to Tacoma. I do not wish to be affiliated with them and there poor customer service reps.

I highly recommend stopping in to SCU to see what they can do for you. Everyone is very friendly and professional. Suzanne was amazing and kept my financial goals in mind when I opened an account.

I have been banking with Bank of America for over 14 years all loans and transitions with Bank of America since 1995. I was in a need for a car loan and I went to try to get my car loan with Sound Credit Union. At this time I don’t have an account with this credit and I was able to get my car loan here. it has been great since 2012. then I wanted a second car loan and I went back to Sound Credit Union and its been a great service since my first car loan. My goal, my life dream was to buy a small business here in Seattle and I was in a need for a business loan and for the third time I went to Sound Credit Union here in Kent, WA. and I just wanted to say Thank you to Bank Manager Suzanne Chan and Personnel working there for helping and providing excellent services. I was able to get my Business loan here. This has been more than what I have experienced with others banks. I would advice my friends and anybody to try Sound Credit Union for Small Business Loans and other loans.

I banked with Watermark before they merged with Sound Credit Union and I’ve had nothing but problems since.
1. The website doesn’t display all the charges/​fees that Sound Credit Union should post immediately. This is a flaw in their website that has caused me to get late fees even though I pay my credit card bill in full each month. It’s deceptive practice.
2. After several bad experiences, I started transferring my money to Umpqua Bank. I left the minimum $ 25 in my savings. An auto-​payment that had not yet fully transferred overdrew my checking triggering the transfer of the $ 25. This is great since if covered my transaction. What isn’t great: I have gotten a low balance fee of $ 5 withdrawn from my checking account for 6 months without any notification from Sound Credit Union. During that time I have had plenty of money in my checking to cover the $ 25 minimum savings requirement yet SCU conveniently let this cycle continue, draining my accounts.
3. My attempts to call the customer service line and get any sort of amicable resolution for #1 has left me loathe to call to sort out #2. It’s not worth the $ 30 they’ve stolen from me.

I usually don’t bother with writing reviews, but have been impressed and moved by the customer service at the Kent branch that I feel the need to let everyone know! I have a personal account with Sound and needed to get a business account open. This is my first time diving into unfamiliar territory with starting my own catering business (a bit scary… eeks). I had all of my paperwork in hand and asked Suzanne (branch manager) for help. She helped me through every piece of paperwork, taking time to explain every process. There were some things I needed to clear up and she gave me information on how to follow through, who to call and where to get information. I felt a sense of relief and pride knowing that she really cared and was genuinely excited for me. I’ve never had a branch manager give me so much help and attention. Suzanne was not hurried at all and took her time (about 1 hr. 30 mins.). I really appreciate Suzanne and am really happy she’s part of the Sound Credit Union team. She certainly is making a huge difference at the Kent branch. The best customer service I’ve received from any bank. That’s the truth!!!
On a different note, Heather, the lead teller/​banker at the same location was a superstar in handling our personal account when it was compromised and had fraudulent activity. Heather quickly took over and called locations of where the perpetrator might have banked with. She was empathetic and advised us on what our next steps would be to be proactive in keeping our information safe. She had put a special note in the system for all tellers to ask for a special code on our account before releasing information. As far as I know, that was a special process put in for us.
I feel comfortable banking with Sound because of Heather and Suzanne. They really care about their clients. They make you feel like part of the family… honestly…