It's disheartening that my long-standing relationship with Financial Partners, which started when…read moremy grandparents opened an account for me at the age of 17 as I prepared to head off to college. I've observed a decline in their services over the years, prompting me to gradually shift my funds to School's First Credit Union. The only reason I maintained my account was out of nostalgia, because my grandfather, who had a career in aerospace, has passed away.
I visited the Long Beach branch after being assured over the phone that any location could assist me in resolving an account that had been written off, allowing me to restore it to good standing. While the staff member I interacted with at the Long Beach branch was kind, the limited assistance available was frustrating.
When I attempted to reach the contact center again, a representative disconnected the call while I was trying to clarify whether another branch (this branch)could accept my payment, which would save me a long drive. It's disappointing to witness the decline of this credit union and to experience the lack of empathy throughout the organization, including the lending department, which seems to have no support for members who may be facing temporary financial difficulties. I've worked for many financial institutions over a 10-year span, and I know that they tend to value the wealthy clients/customers, so I'm not surprised they were interested in assisting me or providing above-and-beyond service.
The ladies at the branch were aware that my account wasn't going to be reinstated. I was informed that the branch manager had the power to make that decision, yet Debbie acted as if she needed to escalate my request to someone higher up, which I suspected was untrue. I decided to play along with her and the associate who was assisting me. They led me to think that if I cleared my credit card balance, there was a chance of reopening my account, which is quite misleading, especially considering the current economic climate. All this took about 2hours to complete while my 4month old and 16 year sat in the car and waited for me to finish what should have been a pretty straightforward transaction. Having worked in various financial institutions for a decade, I understand that they often prioritize wealthy clients. I wasn't surprised by the level of service I received, or the lack thereof. However, I firmly believe that every customer, especially those who have been loyal for over 20 years, should be treated with appreciation and respect.
The associate told me she would give me a call or I would receive something in the mail and gave me her card. Me being nice I won't include her name if she sees this review. She'll know I'm referring to her. Unfortunately, the phone call or letter has yet to be received, and I'm not surprised.
While observing the branch, I noticed that the setup is quite inconvenient for older clients, many of whom struggle to use the virtual teller machine. This lack of consideration for those who aren't tech-savvy forces bankers to interrupt their work to assist clients who are having difficulty with the ATM. Overall, it was a disappointing experience.
