Keypoint Credit Union

We got involved with Key Point because we were new to the US, didn’t have a credit rating, and needed a car loan. We knew that we would get a crazy high interest rate, that’s not the problem. The problem is with Key Point’s crummy online service. My husband’s first language isn’t English, and he’s very busy with work. I handle most of our financial paperwork. This isn’t a problem with any other institutions or companies we deal with. But it’s impossible with Key Point. I can’t do things as simple as changing our address or phone number, my husband has to go down there in person, which he doesn’t have time to do. As a result our account is listed under an address we don’t live at, and a phone number we don’t have, plus we are shut out of the online system entirely, since the verification phone number is wrong. Not user friendly at all, I’m looking forward to paying off the balance of our loan and being done with Key Point.

This is an honest & unbiased review that has been pending for a long time. I have been a KeyPoint customer for the last 3 years, and got my cars financed through them. KPCU has given me the lowest rates for the longest term, hands-​on better than the competition. Apart from the great financing options, this bank has provided me with an excellent cutomer service. I would especially like to metion the financial service rep at Sunnyvale branch, Burak Danisman, for always going an extra mile suggesting me with the best possible options, returning my calls and timely answering all my queries. If you happen to bank at KPCU, don’t miss meeting him!

We have been Keypoint customers for many years, but I have to say the latest changes to their online banking have been for the worse. I have already run into some problems because my payment to a cable company and credit card had not been delivered on time even though it was sent well in advance. When I called to ask what was going on with the payment nobody seems to know. Lots of wasted time on the phone with them and just trying to avoid running into late fees with the intended payees, a nightmare!

Run Run Run! They charge fees for every little thing, so scour your statement & read the others on Unilocal.Closed my account today because $ 2/​month statement fee … but without statement, I can’t review monthly what fees I’m being charged & don’t know about.
Gets better … if you talk to them, they have long illogical excuses for everything, EXCEPT their crappy Unilocal rating … they ignored that one. They asked for my Driver’s License & I told them that was against the law (I should have charged THEM a fee for that!!) … & they gave me some long illogical excuse! Yes, they violate the law, & still they know it all!
So if you like seeing your money evaporate in fees before your very eyes & love a steady stream of weird excuses (suppose its ALL MY fault lol) … then this is the place for YOU!
Try Patelco … close by & wonderful, just the opposite of this nightmare!

This review is based on my last few days working with the credit union. First off, let me say that the people are nice and friendly and usually responsive. I have banked with them for about 5 years and for the most part, they have been good to work with. With that said, they need to deal some policy issues.
I have a boss that occasionally writes bad checks. If I could walk out today and find another job, I probably would, but that is not an option. Recently, he wrote a bad check to me. I told them that the check would bounce and not to attempt a redeposit. Not only did they attempt a redeposit, they attempted twice. Then he writes me another check and it bounces and he gets the funds in, they redeposit and the check clears. In the mean time my account is negative by both checks. Other than redepositing a check twice, the rest is not their fault. This could be remedied.
Here is what really gets me. Being the guy stuck in the middle and living check to check, I am the one with a negative balance and living off of my Starbucks gift card, because it had a balance. Anyhow, back to the issue. On Tuesday, I call them and tell that hey, you’ve got a hold on two checks. One the was deposited for a second time and one that cleared on Monday. I got them to remove the check that was redeposited a second time, now I only negative by the one that cleared on Monday. Wednesday, they say that they still have no response that the check cleared on Monday, so they tell me to get proof that the check cleared and they would release the funds. So, Wednesday I get that proof from the other back and email it to them. Thursday, still not money. Apparently they don’t trust the proof from the other bank. I am like, hey, I need to have funds in my account. can’t you call for verification? Cal Bank and trust is just down the street. They tell me they are trying to get ahold of them. Now, it’s Friday and I still don’t have my funds. I just called and they said they are still trying to verify the verification that I sent them Wednesday from the other bank.
So, here I am, screwed by my employer and screwed by my credit union. All banks and credit card companies are evil, KeyPoint is no different. Although I write this in a fit of frustration, I am sure that they will kick me out of this credit union. And I will have to find another evil institution to hold the little money I have.

Love this branch Maria the store manger is the greatest perfect service !!! If I have a problem the fix right away !!! Maria provides great service !!!

Worst customer service. I have a car load that’s Less than $ 600 to pay off I never late and always pay extra. Late one month and being send to collects. Don’t both calling customer service they will only hang up on you. Not a Royal bank and no customer service customer.

Wow. KeyPoint Credit Union customer services have taken a nosedive Call center cannot handle the call volume — on hold for long periods of time or not connected at all. Was on hold on their online chat for 40 minutes with no actual person responding — just an ‘bot saying «I’ll be right with you»… And they have reduced the amount you can pay in their online system to ridiculously low amounts.

I have had an account here since 1998. I went in today to deposit some checks. In addition to some regular checks, I had a couple of Federal Tax return checks made out to my wife and I. My wife had endorsed the checks. Manager Maria Barragan refused to take them saying that if my wife and I split up within 7 years my wife could deny she endorsed them and Keypoint would be liable. I have very significant amounts of money going through this account — far more than the value of the Tax Return checks. Maria did not even pull my account up to check it out. How long do you have to have an account here before this place trusts you at all? I took all of my checks back and will go to Bank of the West — it is a little farther for me to travel but now that Keypoint has shown just what they think of my me it will be well worth the trip. Keypoint acts like they are doing me some sort of favor by letting me have an account. I have had my paychecks auto-​deposited here for YEARS, but no more.

Two words: Kevin Son
I will wait in line if Kevin is working the desk he’s that good. I’ve been a member since 1998 when I moved from Austin to Cupertino to work for Apple. Upon changing jobs which took me to Milpitas, the bowels of the Bay Area, I realized it was worth the drive to go to the Bowers branch where the staff are courteous, competent and friendly.
If you’ve had an issue with this branch, I guarantee it’s you, not them.

Always had good experience here. Very welcoming.
I enjoy seeing the same faces who work there.
I’m a regular college student, working a part time job.

UPDATE: The finance team reached out and fixed the problem after writing review. Thank you… I am feeling like the loan experience is getting better.

I’m 4 month with this Credit Union so far. I’m thinking this business deserve maximum 2 stars rating. 2 star only because they offered to me smaller interest rate compare to others. But now, after all these troubles I feel like it was a bad decision to make any business with KeyPoint Credit Union.
First of all this company stuck in previous century. I don’t know who developing for this guys their mobile app or their website (customer’s space), but it completely unusable, with amazingly horrible user’s experience. You have many different features, except those which you actually needed. For company which has offices all over Silicon Valley, I think it’s a shame.
I can say that second big issue it’s unprofessional employees.
Slowness — I sent email to CS via their website, received answer after 4 days or so. Request was simple, how I can setup automatic payments (I could not find any information about this in customers space. «Hello user’s experience»).
Overthinking — I have filled out automatic payments form, with specific date (when I want KeyPoint to charge me), and money amount (higher than minimum payment). As result I called to CS every day since I wasn’t charged at the date chosen by me, and day after day I was told «Yep, you about to be charged today at night». At the end of this story I was charged day after due date by different amount (minimum payment). Why KeyPoint offering customers right to choose at all?
Unfulfilled Promises — I was told «…I need to check this with different department. I will call you back today shortly». Week after I’m still waiting.
Impoliteness — too much of typing… :)
etc.
I don’t like troublemakers. I would not recommend KeyPoint Credit Union to anyone.
P. S. Based on my loan agreement, my loan could qualify for .50% APR discount if automatic payments was setup. Two month after discount wasn’t applied automatically.
Month ago I spoke to KeyPoint employee about this, woman on a call said: «yep .50% will be applied to your account». Another woman who answered to same question today via email said: «…The discount we offer for setting up automatic payments is .25% not up to .50%». Three month saga «KeyPoint Credit Union — try to setup automatic payments» just finished; Second KeyPoint saga about to begin.

Keypoint Credit Union is one of the worst
institutions to negotiate a loan with… and we have experienced this first hand. We are a Real Estate Company with a strong
financial standing and already have 4 other
loans with 4 banks. Keypoint requested
hundreds of documents over and over again in a matter of 6 weeks, only to refuse
the loan 2 days before closing of escrow. Not only did we almost lose the building but they almost ruined our reputation with the seller and other financial institutions. We have learned recently that they couldn’t approve up to $ 15 million dollars of other loans… makes you wonder why.
THEY DO NOT CARE ABOUT THE
CUSTOMER…even if they RUIN your reputation… THIS IS ONE OF THE
WORST FINANACIAL INSTITUTIONS
WE HAVE EVER ENCOUNTERED! DO
NOT, I REPEAT, DO NOT TRY TO
NEGOTIATE A LOAN WITH THESE
PEOPLE …they will make you jump through hoops for NOTHING and deny you
the loan. If they do not change
their present system and get their act
together I do not forsee them lasting very
long.

I have had nothing but good experiences at KP.
I have been a customer of of this credit union for about 3 years, and they have been helpful and friendly both at the branch and by phone. I have availed of many of their financial services, from savings and checking accounts, a car loan with a very low interest rate, as well as personal loans.
I am also very satisfied with their mobile app, and the ease with which online banking is integrated with FinanceWorks and Turbo Tax. All in all, it has been great to have my money with them.
The only complaint I would have would be on foreign transactions. As a credit union, they just aren’t equipped to send/​receive money to/​from accounts abroad without a drawn out and expensive process through 3^rd party banks.

Despite 4 written and verbal assurances over a 4 week period that I would be contacted to discuss opening a business account, no one from KPCU has I have made 4 attempts since late June 2014 to talk with a representative about opening a business account. I have had a checking/​savings account for 32 years. 2 of my attempts were submitted online on the KPCU website. Both indicated I would be contacted in 2 business days. One, from July 16, resulted in my being sent an email recognizing my query (see below). The other 2 attempts were over the phone, where I spoke on July 3 with Susan, who said she tried unsuccessfully to contact Alex in the Business Office, so she requested a callback and assured me Alex would contact me by July 7. He did not. Only July 10, I spoke with Tom, who said he could see the request Susan made to the Business Office and he also tried unsuccessfully to contact someone in the Business Office. He said he would send a «high priority escalation request.» No one has contacted me. I made my last online request on July 16 and received the following email, «Thank you for sending your inquiry through the
website. This is an automated confirmation. A representative will personally respond to your inquiry within two business days. If you have an urgent request, please contact us 24 hours a day, seven days a week at 888−255−3637 or through our Live Chat link at
.» 9 days later, no one has contacted me.

I’ve been a member since I left Wells Fargo around 10 years ago. I always wind up leaving banks because they all seem to be so awful. I’m still with Keypoint, but I can’t recommend them. The tellers are nice, but who goes to tellers anymore? Their online banking and smartphone apps are catching up to the times though.
The biggest insult was from one employee, so I hate to ding a bank for one bad hire (who was probably just following orders), but I wrote a check to my gardener for $ 125 (as I had done so monthly for the last 8 years) and this teller called me to make sure it was legit. WTF? Check my account to see if I’ve written a check for $ 125 at the beginning of every month!

I’ve been a KeyPoint customer for 6 – 8 months or so. I switched from Patelco, which I was happy with, because KeyPoint refunds foreign ATM fees. (Though that’s not as much of a selling point as it seems, since — even though it’s 2014 and we have computers now — you have to manually request a refund for every single fee, every time.) On January 31, I deposited a check from my roommate to cover his half of the rent. On February 3, my landlord cashed my rent check. KeyPoint charged me a $ 29 «uncollected funds fee» even though I had more than enough money in my account to cover the check. When I called to ask why, the person on the phone said that they make a policy of holding all checks for 5 days, regardless of the age of the account, and they were required to do this by «federal regulations».
The last bit is patently false; federal regulations specify the maximum amount of time a bank can hold a deposit for, not the minimum.
If I wanted my bank to steal my money and lie to me, I’d reopen my account with Wells Fargo or Bank of America. I thought credit unions were supposed to be better than this. KeyPoint: the credit union that wants to be a big bank.

I am a member of KeyPoint Credit Union, and I have received prompt service in most areas where I have requested things. The only problem I have had getting what I need is when
Their online services are also improving noticeably as time goes on. They have sent me an email showing how their online banking is getting an upgrade, and that’s a huge deal for me as if I can’t do what I need pretty quickly online, I tend to lose interest. Another huge plus is that they just released an iPhone application which I use a lot. The other bank I use (USAA FSB) has an iPhone app similar to this, and the two are comparable. It doesn’t have quite as many features as the USAA one, but it has all the things I need, and I can see it changing from time to time to include more. It’s a definite improvement from a year or two ago.
The credit union also sponsors community events such as a 5K run which they co-​sponsored with Great America. While I was at my favorite burrito place (Iguana’s, see my review for them) in Santa Clara, I saw some people come in with shirts for that event, and I was proud and surprised to see my credit union’s logo on them.
There is room for improvement, sure, but overall, I like this credit union, and it certainly doesn’t have the impersonal feel of most large banks. You get treated like part of a family, and that builds my trust. And when it comes to handling my money, you can bet that trust is important.

After 15 years of being a loyal customer, I was once again reminded of Keypoint’s atrocious customer service. Let’s keep in mind I’ve been a customer for 15 years and also let’s mention this is not the first time this has happened, just the first time I was moved enough to Unilocal a review…
6÷2÷13 (Afternoon) — I receive a call from Keypoint’s Fraud Detection Service for me to verify some suspicious charges. The representative reviews the charges of which I quickly confirm as Fraudulent. The card is in my wallet at the time, I do not shop at Wal-​Mart, and I do not live in Highland, CA (6.5 hours from the Bay Area), so this is as blatant as fraud gets. The representative informs me my card will be blocked and a new card will be mailed. How long will the card take to arrive I ask? «10 business days» she replies. 10 business days… My account gets hit with blatant fraud and you’re telling me it will take 10 days to provide me a new card? I proceed to tell the representative I’m leaving the country in 5 days, is there any way you can expedite a card? «Yes, we can, but that is a $ 50.00 charge and it will take 3 – 5 business days.» Well, that does me no good, one for the fact that you want to charge me $ 50 for a new card for reasons beyond my fault. And, I have no guarantee the card will arrive before I leave town. I stay cool and try to figure out a workaround without paying the additional $ 50 for an expedite.
6÷3÷2013 (Morning) — I log into Online Banking and see the 2 fraudulent charges I «verified» as fraud the day before have debited my account. Why would you call me to verify the charges as fraudulent and then turn around and debit my account with those very charges? What kind of backwards fraud prevention system are you using? On top of that, you charged me a $ 29 overdraft fee for these 2 fraudulent transactions.
So, I call into the support hotline and explain my situation only for the representative to provide an empathetic-​less reply saying I have to fill out a claim form and return it to headquarters in order to be reimbursed for these «fraudulent» charges that hit my account. I ask the representative to please reverse the transactions as I have already confirmed they were fraud the day before. She then proceeds to place me on hold for 10 minutes only to come back on the line to tell me I need to fill out the claim form… What did you put me on hold for? Did you think the wait time was going to be enough for me to calm down?
Thank you Keypoint for showing me what I do NOT need as a financial institution. You have lost a customer of 15 years over this fiasco. I will be proceeding to close my account… I hope no one else has this same experience!