We've banked with Member's 1st for over 30 years, so I can honestly say, I liked their service. I liked it so much that I continued banking with them long distance after moving to Sacramento (for 7 years). However, over the past few years we have been disappointed and frustrated with the service that we've received from Amy and Sarah. I don't want to bore you with the past details; suffice it to say that we had been noticing the decline in customer service.
Our most recent experiences confirmed that it wasn't just simple mistakes...the service is simply poor now. Recently, it took us over 6 months and several letters and phone calls just to get our address changed.
Then. after we were assured that our address had been changed, my husband specifically made a point to call in our order for new checks. so that he could emphasize our new address and ensure that our new address was understood. After waiting 3 weeks for the checks, I called to get the status... only to find that the checks were mailed to our old address. We canceled that order and Kelly the manager said she'd re-order them.
A few days later, I called the Credit Union back because I wanted to ensure that the company had received the initial checks back. Amy assured me that they had not and we discussed the issue at length. When I realized that Amy wasn't even looking at my account as she gave me the assurance that the company hadn't received the checks... I asked to speak to a manager. The call was transferred to Sarah. I asked Sarah if she was the manager and she said "no, I'm a supervisor"... I told Sarah "I asked to speak to a manager".... and then SHE HUNG UP ON ME!!!!! I called back and told Amy that I wanted to speak to a manager. She put me on hold and then told me that all of the manager's lines were busy. I then told her how displeased we've been with the service that she and Sarah have given us...and told her to please cancel our order for the checks, because we were going to close our account and bank elsewhere. She told me that she couldn't cancel the checks.
We did not hear back from a manager from that call and we ARE closing our account, only due to the VERY POOR and UNINTELLIGENT customer service we have experienced over and over again for the last few years.
Member's 1st.... you need to INVEST IN TRAINING your staff. read more
