I have been a CCU member for 30+ years and up to the last couple of years a very pleased customer. I wasn't surprised when I kept seeing the poor reviews regarding poor customer service but disappointed since customer service used to be prime importance. For me the latest experience with the web site has just about done me in. It is the most user unfriendly site I use. It seems to me that the site is now basically an advertising site for selling insurance and loans. I realize that these items are a revenue for the CCU but the customer still needs to be able to conduct business without spending time wading through this stuff. I am involved with a serious situation that to date has not been handled well I am going to be open minded and see how well the branch responds read more

The WORST financial instituition I've ever dealt with in 65 years of life. I'll spare the details but JUST STAY AWAY to preserve your patience and sanity. That is if you can even get them to answer their phones (especially near lunch time). Inconsistent, aloof, rude, curt, not knowledgeable, and generally non-caring. Order takers vs. problem solvers. And those are their good points. Caveat Emptor! read more

Stopped into the new downtown Frankfort CCU to deposit a check that the mobile app was having issues processing. I decided that while I was in the facility, I would INQUIRE (capitalized for importance) about a credit card offer I noticed on my CCU app. I was directed to an office with and associate named Amanda, she printed out the credit card information, and after reviewing the paperwork. I decided to pass due to missing reward point value, no enrollment offers like AMEX or BOA and very basic reward earning rates. This is where the problem comes in: after I said "I'll think about it and get back to you"; Amanda recommended that I let her accept the offer on my profile. She claimed that underwriting would reach out to me to answer any questions I have in more detail. And like any other sane person, I wanted clarification on "accept the offer on my account", I didn't want my credit to be hit for a card I didn't want, and received verbal verification from Amanda that my credit "would not be hit". But surprise surprise! My Experian app dinged my phone an hour later with "hard inquiry on your account". Called in and spoke with the assistant manager, she stated that the only resolution they could process was to change the hard inquiry to a soft inquiry... This is why I do everything myself online! I had not stepped foot into a bank for the past 6 years of my life, and my first visit to a physical facility I have an issue. read more

Terrible for getting an auto loan It took over a week to approve loan, then harassed about proof of insurance a month after loan approval.

I have banked here for over a decade. Once they transitioned to online banking the customer service here has fell completely off. if you don't have internet or a phone they won't help you. you have to have a internet connection and a working phone to do anything on the app. I don't want to use the app I want good customer service from a Company that says they see you differently. Looks like that's a lie. Just help the customer and find a way to make it right. This bank is horrible. Closing my account, and taking my business to a local community bank who cares about older values. read more

They pull a hard credit inquiry when opening a new checking account. Any "normal " bank won't or if they do it would be a soft pull...annoying thanks for dropping credit score. Can't get a real person on phone. On hold 25 minutes. Pulling my funds and going elsewhere read more

I've been a member since 2014. Earlier this year (2021) I ran into some financial difficulties which resulted in my account to be overdrawn by several hundred dollars. That was on me. They blocked my debit card as it couldn't be used. I brought my account into good standing and they turned my debit card back on. I was paid on this past Thursday and had $4,000 in my checking account and some in my savings account. My card worked through Saturday morning. Then it randomly stopped and my purchases were being declined. I tried using my PayPal card which is linked directly to my checking account (not through the debit card) and it has also been declined. I called the fraud prevention department and they told me they haven't blocked my card or flagged any purchases as possible fraud. They told me to contact CCU's main customer service when they're open. Well this is Memorial Day weekend, with Memorial Day on the upcoming Monday. So the bank is closed for 3 days. That is 3 days I can't access my money for any reason. Luckily I have some money in a different bank that I could use until I can figure out what CCU has going on. This is ridiculous and a very erroneous error. Come Tuesday I'm moving my money somewhere else. read more

I applied for a mortgage online with Commonwealth Credit Union. I received a Mortgage pre-approval from loan officer James Williams. My wife and I found a house we liked and put in an offer that was accepted. The purchase and sales agreement required us to lock in financing within 5 days of the date of the contract. I provided the Purchase and Sales agreement to Mr. Williams, who then requested more financial documentation to process the loan. I provided the requested documentation and reached out to Mr. Williams again for status of the loan and next steps. Mr. Williams then informed me that because of my wife's bankruptcy in 2018 (due to chronic illness) that all the paperwork would need to be resubmitted in my name alone and the process would need to start over. By this time, it was 10 days after the sales and purchase agreement was signed, and the sellers would not wait any longer and put the house back on the market. Not only are my wife and I out $425 dollars for a home inspection, but because the home was for sale by an owner who did not want to pay realtor commissions on the sale, we paid the realtor $1000 out of our own pocket for her help. Jaynel Christensen (VP of Lending at Commonwealth Credit Union) has admitted to the mistake of not catching the bankruptcy at the initial application stage and offered to compensate us for the home inspection but not what we paid the realtor and suggested we ask for that money back from her. I explained that I was uncomfortable with that, because our realtor had worked for the money in good faith, and the payment to her was not part of any contract that she didn't fulfill. The misconduct was on part of Commonwealth Credit Union, not her. I told Ms. Christensen that I would not accept a partial reimbursement and that they still owe my wife and I $1425. read more

Their customer service is horrible! Their phone service reps are of no help whatsoever. You have to go to a branch to attempt to get any information or get anything accomplished. You can make changes to your account (add a co-owner, change of address, change of anything), but they will not get things changed correctly despite having gone in person letting them know exactly what you're trying to accomplish and asking exactly how to fill out the paperwork. They consistently make you jump through a lot of hoops, then don't get things done correctly after multiple calls, visits, and paperwork submitted multiple times. AVOID! read more

This is the worse excuse for a not for profit credit union. They will not work with you and throw ridiculous fees, higher than for profit banks. read more

I've been a member for 24 years (half of my life). I've never missed a payment, paid off my CCU credit account many, many times and basically given CCU "A LOT" of money over my time as a member. I find myself financially vulnerable now because I have other debt with other companies and have relied on CCU to be my constant and reliable go to source for funding in times of need. Apparently actually seeking them out for a loan to help pay down my other debts has resulted in a freeze on my credit account that I so faithfully paid down over and over again. Mind you I'm in good standing with all of my creditors and have 0% interest on everything with the exception of the credit account at CCU. Now I'm told I must seek out assistance from a debt management firm (Trinity) that CCU has a relationship with only to find out that the debt management firm can't help me because all of my credit card debt (with the exception of the CCU account) is at 0% interest. CCU is now telling me I have the option to take out a loan on my vehicle (which is paid off) to help pay down the debt I have with them. The representative I spoke to, told me that I am likely at risk of bankruptcy if I don't consider this option. Based on the behavior I've endured up until now, I say that if I risk a loan on my vehicle, they can simply take it at any time. What would any of you do in this situation? I guess Commonwealth Credit Union actually no longer wants to make any money from me.... read more

Ok people.... I have banked with CCU for some time now and have never had any problems. Well the other day while i was reviewing bank documents i noticed that on payday they had removed my hard earned money from my account and paid some damn random persons loan payment. The more i looked in to this i noticed not only did they do this for the month of August put they done it for the months of June and July as well. I work long hours so it was difficult for me to make time to get a hold of the bank. I was fortunate enough for them to return the almost 1000.00 to my account. And about their rewards credit card.... I have used my rewards credit card for everytging over the past several years and let my rewards build up. I went to cash them out for cash back rewards but was only able to do x amount at a time which caused me to have to make several cash back requests. I submitted my first cash back rewards request. It went through fine. I mad the second one and it went through fine. I made a third request. On 8-6-20 thinking hey everything is working out ok. Well i thought wrong. Now they are stating that the transaction went through and a deposit for the cash back rewards was made to my account on August 12. So i compared my statement to what they told me and there was NO credits to my account at all for that date. Kind of shitty if you ask me... Their ballgame and their rules..... Follow them to a "T" and still get screwed over. Thats not the type banking any normal person should have to deal wirh at all and i am in the process of changing banks as we speak. read more

Largest credit union in the state. Great customer service and great rates!! Best financial institution in town!!

CCU used to be a good financial institution. After all of their expansion, they are now a financial institution with horrible customer service, bad websites and lower savings rates than for- profit banks. I will give them credit for one thing -- they are great at trying to sell you life insurance through the mail !! read more

My concern with this institution is charging for life and disability insurance when you open a new loan or credit card account. For the Visa, I was charged around $10/month for this. When I saw the charges and called to inquire, I was told that the person who assisted me went over this with me on the phone (no, they did not) and that it would have been in the papers I signed (no, it was not). In fact, the last time this happened, I went back and found the papers I received after opening a new visa account and no where was this mentioned. The customer service reps are just doing there job and can only answer questions. You get NOWHERE complaining, so I paid the fees and cancelled it for the next bill. I certainly would have not agreed to these charges if I'd know ahead of time. This is dishonest. I've never had other banks I've done business with do this (5/3, Chase, PNC). CCU's rates for mortgages and car insurance are not the best which is why I went with other banks which stinks because I would rather do all of this through one bank. I would have given a higher review if not for what I listed above. read more

I have only been a member for a couple of weeks and haven't finished moving all of my funds from my previous bank... but so far I am impressed. The app is awesome and I like everything you can do on the website. The budget planner and being able to set up a separate budget to plan for a vacation or car or whatever is really nice. I do pretty well managing my money but its nice to have a reminder text or emailed to me if I want. I like that I was able to get a free personalized debit card from a picture on my phone...in a matter of minutes while I waited. My old bank which has several locations in this area has none of the above. My only complaint would be that the closest location to me is in Frankfort. I would love to see one in Versailles or a bit closer to Versailles anyway. Or at least an ATM. read more