Just had the most wonderful thorough professional experience refinancing my two cars with Terry Zhang in lending services at Monterra Credit Union. The entire transaction was done seamlessly made possible working with Terry. He knew details immediately, presented solutions, and finished the process quickly and confidently helping me save thousand on car payments. If you don't like hassles and want the best customer service, best price, professional attention to detail, and do not want to waste time then use Terry Zhang at Monterra Credit Union. They have the best rates and are very easy to work with. read more

I recently had to close my account after 25 years, due to moving out of the area. I handled everything by phone and was told the process was complete. I agreed to pay a $30 fee to have my check expedited overnight via UPS and was told I would receive a tracking number by email. I never received the email. When I called the next day, I was given a tracking number, but there is no confirmation of the transaction, and since my account is now closed, I can no longer log in to verify anything. I did receive the check--but it was not sent via UPS as promised. It was sent by regular USPS mail (postage of $0.74), yet I was still charged the $30 UPS overnight fee. I called to report this and was told someone would look into it and call me back within about two hours. I never received a return call. Now I will have to call again and spend more time trying to resolve this. This experience has been extremely frustrating and unprofessional. After more than 25 years as a customer, this is not how I expected to be treated. I would not use this institution again. read more

I had a very disappointing experience with customer service representatives Irene and Oscar. I clearly stated that my Visa Platinum credit card was lost and needed a replacement, and I provided my account number since I no longer had the card details. Despite this, Irene was unable to assist and incorrectly insisted that I had multiple cards, when I only have two. She also deactivated my savings account card by mistake, even though I explicitly said I still had it. I was placed on hold for about 40 minutes with no resolution. When I was transferred to Janette, she resolved the issue quickly and without any difficulty, which made the earlier experience even more frustrating. This situation reflects poor handling and a lack of proper training. I hope improvements are made to prevent this from happening again. read more

I worked with Terry regarding a refi on my preowned Toyota Venza. Not only was her helpful, but he was also very courteous, kind and knowledgeable and answered all my questions! It was a pleasure working with him! read more

Monterra thought it was a good idea to serialize their account numbers. Meaning your checking, savings, car loans, home loans, and any other accounts with Monterra are the exact same, except 1 number. Routing number is public information. Meaning some one could take the time to guess your account number, which someone did to mine. It could be a hacker or it could be another Monterra member who put their account number in wrong, maybe changed 1 to a 2 or 7 to an 8 and they have all my info. The managers tried to lie and say it's a normal banking practice (it absolutely is not) in fact I don't know another banking company that serializes their account numbers. This was apparently done a few years ago without any member approval. Bank at your own risk, there is no real secuirty guarding your money in this bank. What a poor display of professionalism read more

I am very frustrated. I called Monterra Credit Union and waited approximately 20 minutes to speak with a representative. I only needed to obtain my member number; however, they asked me numerous verification questions, all of which I answered correctly. After that, they put me on hold for another 10 minutes and finally informed me that my member number would be mailed to my home within 5 to 7 days, despite the fact that I requested it by email because it was urgent. I consider the service I received and the way this company handles these processes to be truly inadequate. read more

Today I had the pleasure to have Terry Zhang a lending specialist assist me with a personal loan to consolidate my bills. Terry exceeded my expectations and answered my questions to put me at ease and also provides great financial suggestions. Monterra credit union, please hire more employees like Terry. You guys have always been great . Thank you Terry and Monterra! read more

Terry did a great job. If you are interested in doing lending right, talk to him. He will give you opinions and not only help you but also advise you. read more

Monterra is always good in any of my transaction and the staff are very helpful and knowledgeable and always assist and very nice specially my transaction with Terry Zhang that went above and beyond on helping me ... read more

We had Terry Zhang help us with an auto loan and it went smooth! When he needed extra details from us, he'd make sure to follow up and explain what and why it was needed. Easy to talk to and always answered all of our questions. 2 auto loans with Monterra and happy about it all. Thank you Terry and great customer service 5 . Jaime read more

Terry Zhang has great communication skills; answered all my questions on the phone and processed my credit card application in no time.

Review is for a car loan. I do not recommend this lender and their servicer. We had autopay set up for our car loan. Should be simple, right? Nah. Autopay has stopped initiating payments on our account twice now without any notification. The first time a payment was missed a few months ago my husband noticed because we got hit with fees. He had to call and get someone to help process a payment and waive the fees. A few days ago, our autopay failed to pay again, without our knowledge and without a notification. My husband got a rude call from a rep, who was aggressive and accusatory about our "missed payment". So we just paid the remainder of our car loan to be done with this experience. I'd recommend going with a car loan lender / servicer who actually has a functional bill pay platform. Avoid the headaches and fees from this place. read more

Long time member that will likely be shutting accounts down at this institution Frustrating experience with this credit union. I started a new job that issues paper checks. Instead of verifying funds bank is simply freezing funds until next week. Agent at the bank Made zero effort to verify funds for deposit. This institution is choosing to protect its bottom line at all Costs over community and families. I will Be filing a complaint with State Attorney General, as well as State Office of comptroller. read more

Terry Zhang in the lending center is amazing to work with! I have worked with him multiple times over the years and he has always been very helpful and has helped me on my financial literacy journey. Thank you! read more

Total professionals. No hassles. Extremely efficient. I can't imagine anything negative to say. I currently bank at both Monterra Credit Union and Wells Fargo, After dealing with Monterra, I have decided to migrate more and more of my banking and borrowing needs to Monterra. read more

Oh no! What could improve ? The entire credit union! Yall trick folks left and right and scam people with fees with ZERO accountability. No one has proper training and you expect clients to pay for your mistakes or lessons . Then think it's funny to go back and forth with a client as if you're in high school instead of following protocol. Rules are in place for a reason. "JR" ""hun"" you might be in the wrong field. read more

I've been with Monterra for both of my car purchases and I'm so grateful for them. For my second vehicle, it was such a stressful situation with the car dealership and Terry was the only person I trusted during the entire car mess. I only spoke with him over the phone, but he was so kind, patient, and explained everything clearly. He never made me feel rushed, and you can tell he actually cares about helping people. Honestly, he made such a stressful process so much easier. If you need help with a car loan or anything else, ask for Terry -- he's the best. read more

Getting worse since they change name from SMCU. Cannot check balance on accounts ,theirs wire transfer systems gone put for 3 days already and not fixed yet . read more

I spoke with Mr. Terry Zhang, regarding a credit card application. He was very helpful, pleasant to talk to and addressed all my concern. I have always had a good experience working with Monterra Credit Union and would highly recommend them. read more

Worked with Terry Zhang to refi my car loan for a much better rate than I got from the dealership. Terry was clear and concise, guided me the entire way and made sure I knew which documents he would need to process the loan. Very painless and easy process. Thanks Terry! read more

It was great working with Terry - great customer service. he was very patient and explained everything clearly. really easy to work with.

This is a poorly run organization. Monterra Credit Union formerly San Mateo Credit Union is an older non-profit, set in it's ways. It seems with the name change, down went everything I used to love about this business. There are some pompous leaders working here that have infected everyone beneath them, creating a middle finger of customer service and unending slopiness. I only realized how much better banking with Provident Credit Union was once I closed my Monterra accounts and moved to PCU. When you have that inexcusable experience with Monterra... the WTF situation they create and provide no reasonable solution -- just swith to their premium competition - Provident Credit Union - you'll be glad you did. read more

Terry Zhang at the Lending Center was a tremendous help in assisting me with switching my vehicle loan from another provider. He made the process smooth, clear, and stress-free. read more

I worked with Terry Zhang in the Lending center and he was awesome! Definitely a great person to work with he made this process very easy!!!

WOW! Terry Zhang is SO HELPFUL. As a young adult trying to figure out life & my financial decisions, it could be hard to navigate my options. I went on the website & connected with Terry via the online chat & thank goodness for that! From the beginning, he was able to guide me in creating my own membership, forming different refinancing options & guided me on every step along the way! if Monterra Credit union cloned 40 Terry Zhang's they would thrive lol. Best customer service ever! read more

Terry was amazing in helping me re financing my auto loan with Monterra credit union. Amazing customer service and made the entire process smooth and easy giving me peace of mind. I had been also looking to get a credit card and Terry was able to swiftly get that sorted for me also. If I could rate higher than 5 stars I would. Cheers mate! read more

This review is for Terry Zhang, who delivered exceptional customer service. He helped meet my goals in a timely manner. I recommend Monterra credit union, specifically Terry, to anyone who is looking for a professional, experienced, and informative agent. Let's just say I've never taken the time to write a review! Thank you, Terry! read more

I worked with Terry when buying my car and he was a sheer pleasure to work with. He was speedy, professional, he communicated regularly and clearly. I had one problem.(my mistake) and he immediately looked into it and cleared it up. Terry is professional, swift, and hard-working, I can't say enough! read more

Terry Zhang in the lending center was superrr helpful, amazing customer service! My experience was so smooth and easy.

Terry Zhang is an exceptional representative in the lending center. I made a mistake during the process and he helped me through every step to make my auto loan successful. He will make sure that you understand the process and also not put you on the losing end. I'm a very satisfied client. Go Terry!!! God bless! read more

Monterra Credit Union - Banks & Credit Unions Near Me - San Mateo, California

Terry Zhang helped me with my credit limit application; he was very clear and straight to the point ! Really happy with his service !

Terry Thang has been a huge resource when it came to understanding my loan process as well as everything that goes into buying the right car within California. His knowledge is to be utilized and appreciated. He is thoughtful in his approach and makes it very easy to understand the important details that go into car loans. He is also extremely patient and will work with you at your pace which is unheard of within the finance profession. I worked with him for 30+ days and he's answered numerous questions via email and phone. I'd like to also highlight that he will guide you into your next steps; always giving you an understanding of what to expect. Thanks, Terry! You have been a pleasure to work with and I hope that we can work together soon on another deal. - Victor read more

Terry Zhang is an amazing person! His dedication and excellent service to making his customers feel valued. He is willing to help and find a solution for you. He does an excellent job and fast service. He is a gem in Monterra Credit Union! read more

Terry Zhang in Lending was awesome! Very professional, knowledgeable and competent =D

Have this elderly neighbor with some cognitive slowing - 84 years old - member of this credit union with checking account, so she went with us to get a car loan. They were fantastic to her! Helped her. Chatted with her. Showed her pictures of their boyfriend. Friendly, fantastic credit union! Sometimes she goes there by herself and they help her totally. She always comes back and tells me how happy she is. Tells me the stories of her experience there. Wow, I am impressed! Highly recommended! Will help elderly. Recommend this credit union for your parents/grandparents. read more

Terry Zhang provided great service, helping me better identify my needs. Turn around time was much faster than I expected.

Terry Zhang in Lending Center was really helpful in getting me my loan. Top tier customer service. It was smooth fast and easy and was very knowledgeable. Easy to talk to and follows up quickly. read more

We have been with SMCU/Monterra credit union for years. They have always been helpful with all my needs. The staff is always polite and friendly, would definitely recommend SMCU/Monterra credit union to anyone looking for a great place to bank. I recently was taken care of by Mary Ellen Singh at the San Mateo Branch . The best customer service experience i've had at a Financial institution is quite some time. She was extremely diligent, patient, empathic, and fought hard to ensure that my needs were taken care of. What an asset to San Mateo Credit Union / Monterra Mary Ellen Singh is. She truly does her well and the reason I will recommend the San Mateo Credit Union / Montera. Thank you so much again for your service and going above and beyond to make sure all of my needs were met and taken care of!! read more

Ginelle and Candice are superstars. I've dealt with 7 mortgage lenders to secure the best rates and closing costs. Monterra CU was able to provide it and Ginelle worked above and beyond to facilitate the whole process. She is precise, fast, instantly answering all your questions through email around the clock. I would run, not walk to Ginelle and at least ask what she can provide. For the record, I was getting above 7% at other lenders, but Ginelle was able to provide very low 6%. Closing on time, enjoying my new home. read more

I had the pleasure or working with Terry Zhang in the Lending Center last week. He is extremely professional, knowledgeable, confident and made the whole process of applying and qualifying for a load so easy. He kept in constant communication with me and he made me feel at ease. I would absolutely work with Terry again and should I ever need a loan with Monterra again, he would be the first person I would call. Thank you Terry!! read more