1st United Credit Union

I went in to sell my car, but unfortunately I was under on it. 1^st United was able to get me a personal loan to cover the difference within the hour. After I had processed the sale of my car, they were able to get me a loan for my new car the same day. I worked with Sheri, and she was wonderful. I was amazed by how easy she made the process. I appreciated her taking the time to educate me and keep me updated through the whole process. Fast approvals and low interest rates!

I’ve been a customer with 1stuscu for over 17 years. They make it super difficult to bank with them. I’m disappointed in the manager’s lack of an interaction with my banking experience/​question. I don’t have these issues with other branches.
Ordered new bank cards over a month ago as well… they sent 1 with the wrong account information.
Low limit allowed on mobile banking deposits…
Ughhhhh!
:-(

I have been a customer with 1^st USCU for the past three years. To their credit they were able to fund my auto loan through a dealership when I purchased my first vehicle. They had a low interest rate and I didn’t have much to base my review on.
Then came time for the rubber to hit the road and I feel SCREWED which is where the 1 star review comes in. I decided to sell my car and purchase another and use 1^st USCU for financing. Since they had treated me well when I had a smaller credit history, I figured I’d stay with them. I called in and was prequalified, which was no problem. The trouble started when I was told I could just go into the branch and pay off my loan and get my title. Incorrect and Strike 1. When I took off early from work to go all the way to Pleasanton (I’ll have to agree with Kelli M’s review, a credit union is supposed to be an alternative to big banks, but if they keep bankers hours… where’s the advantage) I walked in and was told that 1. I could pay via cash or cashiers check (which I didn’t have) and walk out with a notarized document that said the CU had released the lien on my title OR 2. I could pay via their website from their computer station in the lobby and it would be some amount of time to get my title via mail. Neither of these were preferable as I wanted to meet my buyer and sell the car within the week.
Why the electronic title process wasn’t explained when I first inquired is a mystery to me. Every other title I’ve ever dealt with has been physical/​paper/​pink slip. So I left without doing either because I wasn’t sure what was best. After further research I decided to pay off my loan cash and then get the notarized release of lien. To the CU’s credit, they did this quickly and easily when I went in (a second time). This is probably the only highlight of my experience with them. The teller and manager/​notary were prompt and nice about the whole thing and got it done in about 15 minutes. I end up selling my car, step 1 complete.
Then comes the purchase of the new vehicle, and this is where things get really hinky. I bought my second car through
(check out their Unilocal page and my review on them). I contacted someone from the lending department at 1^st USCU who I had been working with on my pre-​approval and 1^st vehicle questions. I kept them in the loop through every email with the dealer and the 1^st USCU employee said to direct all finance questions through them to work this out. This was 3÷2÷16. Things are progressing and the vehicle pickup is set for the weekend of 3÷12÷16 (11 Days, 10 business days since they are open Saturday for 4 hours). I have the 1^st USCU employee CC’d on every email and continually ask if anything is needed of me and if everything is done. I receive no response, so I figure everything is set or they are communicating directly with the dealer (which is the way it should be, I should not necessarily have to broker this process).
Finally comes the day for pick up, scheduled at 4pm. I get a call from Carlypso at 9am saying the credit union never got back to them with some crucial finance information. At this point I’m annoyed bordering on angry. So I contact the bank and speak to Diane/​Diana. I explain the whole process to her. To her credit she was very calm and was trying to help me. She has to qualify me again (she pulls my credit). After getting through all her questions, she asks about the dealership and tells me they cannot fund a loan for an entity that hasn’t been in business for at least 5 years… WHAT!?. I have two problems with this. 1. They are taking a credit risk on me, not the dealership. I have been a great customer for three years, what would the age of the dealership have to do with it? This is a licensed, bonded dealer, not some fly by night scheme. 2. This is the Bay Area, and if this CU cannot keep up with the innovation and start-​ups here, they may need to exit the market. Carlypso is a start-​up and has been in business only about 2 years and this is the first I’m hearing of this stipulation after 10 days. To my mind they had every opportunity to look at this dealership and tell me they would fund or not, but they literally waited until the 11^th hour.
They tell me they cannot make an exception, so this says to me they no longer want me as a customer, they no longer want an interest bearing loan on the books for the next 5 years, and essentially want to turn away business. OK Bye.
TLDR; Customer service is hit or miss and information accuracy and transparency are lacking. Lacking in professional courtesy, left me high and dry the day of vehicle pickup. I was funded through Golden One CU at equivalent interest with absolutely no issues, I will not be returning.

First off, their online website is one of the worst UI I’ve ever seen. It is pretty much unusable, and it is just the most confusing website I’ve ever seen.
Secondly, they are extremely sneaky about charging hidden fees and BS fees. For example, I was just charged extra $ 2000 for not having insurance, when I mailed them my insurance. This is extremely unprofessional and I’m very disaapointed in their business practice.

they are lies and and are not deserving of their job

I have been a customer for over ten years and I am looking for a change. I have finally had enough of their TERRIBLE, RUDE, UNHELPFUL customer service in the branches, online and over the phone. Also, they are very sneaky about charging extra and unnecessary fees. I rarely have to contact them which is why I’ve managed to stand it for so long but every time do I’m sorely disappointed.

This place can be so hit and miss but Shawn Hughes went above and beyond today. He has been in top of everything for auto loan and I frantically emailed him after hours about account creation online. Thought he would answer Wednesday since he’s off tomorrow. But he called even though it was after hours. Impressive. Not enough customer service like this anymore. I hope he can get a raise so he stays on here. I can even forgive the girl who just rudely passed me off to him when she didn’t know how to answer my questions re opening up an account. He’s in loans he didn’t know the answer either so we have no idea why she transferred the call. And without informing me she was doing so. Five stars for Shawn. Zero for the rude girl

VICTIM OF IDENTITY THEFT — CREDIT UNION DOESN’T CARE!
I have banked and been a visa card holder with the credit union for sometime and my husband has banked with them for more than 20 years! We both have been in excellent standing with all lines of credit throughout the years!
As a result of identity theft, over 1K of fraudulent charges occurred to my visa credit card. If one looked at my spending habits over the years, the charges were completely outside the scope of my spending habits. I tried explaining I was the victim of identity theft to Shawn (female) in the Fraud Department, but she was squarely focused and repeatedly said my card was activated with my personal cell phone number. I kept emphasizing that my cell phone bills, among other documents were stolen from our community mailbox, which resulted in the identity theft. I shared that 12 different retail cards were opened using my name and SSN # and that information was stolen from my EDD statement. She didn’t care and refused to accept a copy of the police report I filed.
Ony, who is the Credit Services Manager said copies of the receipts were ordered and she would be in contact with me. There’s been a couple of follow-​ups (initiated by my husband and I) and approximately (3) months has passed with no resolution to this matter. I’m not certain if it’s Visa or the credit union pushing back on reversing these charges, but in my mind it doesn’t matter because the credit union should take a look at our credit history + the additional circumstance with the identity theft and put two and two together and write-​off the expenses that’s been charged. Why should I pay for charges I did not make?
So think twice before opening a line of credit with them because should you become the unfortunately victim of identity theft, you’ll be double victimize because the credit union won’t care and will stick you with charges you didn’t make!

It shouldn’t take 47 minutes to request a debit card. Online chat rep Samantha provided such horrible and slow customer service that I needed to end our transaction and call a rep that eventually took an additional 10 minutes to wait. I anticipate speaking with a manager or writing a letter of the mediocre not to mention SLOW service I received. An hour of time wasted on a Saturday morning is not something I’m currently taking lightly. I would like to be reached to file a complaint. I will write a letter to the address provided if needed directed towards the manager in Pleasanton.

This will sadly be my last review for 1^st United Credit Union in Pleasanton. I have just closed my account and switched to Patelco Credit Union. After a few years of dealing with their horrible hours and incredibly under trained and unprofessional staff I am so happy to switch. 1^st United Credit Union undoubtedly had the best rates for our car loan, but in every other area they have proved themselves to be lacking. When closing my account the agent said they could do better on my savings account percentage, but when I shared what I was getting with my Patelco Money Market account they agreed that it was a better option. Please do your homework and consider other local credit unions whose customer service is professional, consistent, and there at times when working adults can bank.

AMAZING! I applied for a HELCO online. The next day I received a call from a Sr. Mortgage Consultant (Maribeth). She was professional, polite, and amazingly efficient. She took care of me from then until after the HELCO was funded. The entire time she was AMAZING and communicated throughout the process. She made it EASY! She organized a time with my local branch in Castro Valley for me to sign the paperwork. When I arrived at my branch it was all there an waiting for me. BTW: The branch manager in Castro Valley was also AMAZING! He made things easy for me and it was customer appreciation day — I felt very appreciated.
This is my first Unilocal review but I was treated so well by Maribeth that I had to take the time to provide a review. 1^st United Services Credit Union is the BEST credit union and has the BEST people — Maribeth and the Castro Valley branch manager as two such examples. I am proud to be a member of 1^st United Services Credit Union.

Can’t even set up a automated payment online, worst website and customer services ever. Stay away. Called them but their customer services are clueless.

We bought a new car and let the dealership pick the credit union. (BIG mistake on our part.) Unfortunately for us, they picked this one. 3 months into it, and the experience has been nothing but miserable. We have gotten several letters about having insurance on the car (which we do from day 1), sending them the information, (which we did within 30 days). Unfortunatly their antiquated systems are not being able to find it. All this, despite me having confirmation emails from their automated system that the information has been received and is being processed.
I just got off the phone with the customer service rep, who tells me that everything is fine, and yet, given the repeated letters, I just don’t believe her.
We have a regular credit union and I really regret not using them for this car loan.
I can’t speak to any of their other services, as a loan is the only thing we have with them (and clearly will be the only thing we EVER have with them). If you have the option for a loan elsewhere with the same rate, go elsewhere.

People that answer the phone have no knowledge of what they are doing. Was applying for c/​c with a special 0% Apr promo. They ran my credit and went through the whole process, which too long, and then the person I was speaking with started apologizing that he made a mistake. I found out later from the manager that the special had expired and that he was sorry. They need better training and more knowledge of their products that’s what I told the lending manager (forgot his name). I also told him that they wasted my time and that was BS. He replied with don’t use that language. I said that BS is not a bad word and he hung up the phone. I tried calling back and someone told me that the manager went home. These people are a joke and need better managers and more trained people answering the phones.

I have been banking here since I was a minor. I have had numerous loans with them for automobiles, mostly transfers. I have never had issues with bad service. If I have ever had an issue that needed to be resolved I was treated well and the matter was handled well. I am a stickler for good customer service and I have always had that. I love the small bank feel when I actually use the branch. They always ask me how my day has been and everyone is very friendly. There is hardly ever a line and if there is they always acknowledge you to let you know they will be right with you. I never feel rushed even when I have multiple transactions or questions. My kids all have accounts here and I have recommended them many times. I would tell you to bank here to avoid hassles. W.F. is the worst with fees and I will never never have another account with them. I did have one with BofA for awhile when they would not let me open a second checking account, however they allowed me and it was easier to make all my accounts at one bank. I do wish my local Branch (pleasanton) was open on Sat even if it was a few hours. I have needed it on more than one Saturday. However, I have just learned to plan better.
I felt I needed to review my bank due to all the poor reviews. Hey people if you have had a good experience please post your review. I like my bank and I don’t know that all the negative reviews accurately portray the normal experience.

The service is always so fast and friendly. I bypass the ATM every time because I enjoy banking with the branch staff.

This Credit Union is the best!!! We have been banking here for the past five years. I was upset at the «Hidden Fees» here and «Hidden fees» there at BOA and WF. It was awful. SInce I have been a member at 1^st United I have felt like I am taken care of, like they really appreciate my business and do their best for ME!
Also, I used their Auto Buying program and got an excellent car, hassle free, no haggling at any dealership! It was great to work woth Rebecca and secure our new car. My wife and I really like 1^st United!
This place really does its best for the customer. Thanks 1^st United.

I regret the day that I got a car loan through 1^st United Services Credit Union. I’ve only had the car since March and already I’m ready to give up. On four different occasions I’ve received letters regarding providing proof of insurance. I’ve faxed, emailed, and sent by snail mail everything required when asked and still today I got another threatening letter asking for proof of insurance. Representatives from State Farm have personally emailed and faxed both Patricia and Kathy and still my car payments have been raised an extra $ 200 a month because 1^st United says that I have not provided the necessary documents. I have continued to make payments in the amount of my original agreement but am fearful that the car will be repossessed anyway. This is beyond frustrating and if I could do it all over again I would never have gotten a loan through this credit union.

You can never call this a bank I regret to have transfer my car loan here… I do my payments online and their online banking or loan payment method is outdated. My account had to be re-​registered 5 times since I joined the bank, I lost the track of history of payments when I called them for the statements they said they would charge 5 dollars for each of the statements till dates that would be like paying 5×18 times. Isn’t that insane for a bank to charge such amount. The re — registration of the account made the whole history wipe away from my online account. I seriously have a question on the amount that is outstanding on my loan. Don’t knw what they are upto? Need to get rid of them soon… All in all worst of the service any bank to provide.
I give zero stars.

I have been a member of this credit union for over twenty years starting out with just a minor account. I even got my first car loan through them when I was 19 years old. Since their locations are so far and few between I have kept this account open for my sons direct deposit usage. He started using the account for small purchases and I noticed in December I was charged a Over Draft Fee twice for a charge that cleared my account. After calling in the fee was reversed and everything seemed to be fine.
However yesterday I was faced with the same situation and called in to have the fee removed, my account showed that the charge was cleared leaving me with a positive balance, but then I was still charged $ 29 ODF with caused my account to over draw (seems like illegal doubble dipping). I was asked if a supervisor could call me back today which he did. So here’s where things went from bad to worst. Nick (supervisor) tried explaining to me that there was another charge pending that had not cleared, I asked how could I be charged a fee with a positive balance even if there was a pending charge wouldn’t that only constitute one ODF since there was enough funds to cover at least one of the charges. We went back and forth and I was eventually told that the fee could not be waived because they waived a fee in December.
I then decided that after being a customer for almost 26 years I would pay the overdraft fee on the account and close both my accounts. The most Nick could offer was that he was sorry I felt the way I did and there was nothing he could do. Nothing Nick really? loosing a 26 year customer over $ 29 dollars is absurd. Before ending the call I asked prior to the reversal when was the last time a courtesy was provided on my behalf and was told SIX YEARS AGO. I don’t call every month, every other month, every year, every other year, but six years and this is the type of treatment I receive. What a joke!
Please be aware that this credit union charges your account $ 29 for ALL PENDING CHARGES that may or may not hit your account, even if you have the funds to cover some or all of the charge. Please see pics of how they charged me and overdraft fee with a positive balance. I will tell all of my fellow Alameda County Employees to choose another financial institution for their banking needs.