From the first day I walked into the branch, Jorge had always been kind and helpful. The entire atmosphere is welcoming and planning to make this my home branch. Lines are never long and boring. Good music always playing and parking is never an issue. I really like coming to this branch. read more

The most frustrating and unprofessional experience I've ever had with a financial institution. We began the process of applying for a HELOC with Patelco in March, and from the start, it was an absolute mess. I was forced to repeatedly chase down responses--constantly emailing and calling just to get basic updates and move the process forward. Emails would go completely ignored, and it would take multiple phone calls over several days to get any answers. We opted to pay for a BPO appraisal hoping it would increase the home value estimate. It actually came back lower, which dropped the loan amount--fine. But again, I had to initiate contact to even find that out. No communication. I was then told we had 10 days to accept the new amount. I clearly and directly confirmed over the phone with the loan agent that we were okay with the new loan amount and wanted to proceed. So imagine my shock when I received a notification 10 days later that our loan was denied because we supposedly never confirmed the new amount. I immediately contacted both the underwriter and the loan agent--no response. That was over 5 weeks ago. I've followed up since, and still, no one has had the decency or professionalism to respond. At this point, I wouldn't trust Patelco with a single cent of my money. They've shown a complete lack of competence, accountability, and respect for their clients' time. Not only have they lost my business for this HELOC, but they've lost me as a customer for life. What a truly unacceptable and disappointing experience. read more

Excellent customer service on a Wednesday afternoon from Dave! The bank is CLEAN and spacious! Dave has a great smile, friendly and professional. It literally took less than 5 mins for a cashiers check! Wow! I've waited longer at a BofA. He provided information about the benefits of using Patelco and provided me with his card. Would definitely recommend this branch and will visit more often instead of going to the Bayfair branch. read more

I just wanted to give a big shoutout to Reggie Aguilar for helping me open my account today. It was a smooth process and very professional transaction. read more

Bush league loan/heloc/mortgage servicing team. Wasted about a week of my time listening to an agent give me bad advice that ultimately ended up dooming the loan process with Patelco. read more

We have been with PATELCO for many years. They helped me tremendously with "Medallion Seals" when my other banks--BMO, Wells Fargo and PNC--would not. When my son was buying his house, they let him cash out his CD early, without penalty. Service has been very good through all of my tribulations settling my mother's estate. Free notary as well! Highly recommended. read more

I been with Patelco almost 40 years and they will not accept my work id because I lost my cdl !! I guess loyalty and commitment mean nothing y read more

This review is for the manager at this branch, her name is Natasha Williams. We have a complicated / challenging account problem, and we've been banking with Patelco for years. After seeking for help at 2 other Patelco branches, they literally turned us down and unwillingly to help... we try this location in Castro Valley and walked away a happy and satisfied customer. Natasha is such a kind soul, she spent an hour trying to help resolve the issue that we have with our account. We're so grateful and wanted to share this and give her an excellent review because she deserves it! read more

Patelco is the best Credit Union and personal bank you can find! They do an excellent job of protecting your digital transactions. Best customer experience of any bank I've used in the past 30 years. They also have a top notch fraud investigating team. I recent had my card number stole while shopping at a small SF retail shop. By the time I got back to my car, Patelco was calling to alert me that same card was trying to purchase an iPhone 14 and the SF Apple store. Thank God for the good folks at Patelco! I feel confident when using there Mastercard card to make purchases :) read more

My visit to the Castro Valley Patelco was truly one of the worst customer service experiences I have ever had. Due to a human error made by someone on the Patelco team-my entire account was escheated. I went to the Castro Valley location as soon as I noticed the error and they would not listen to my full explanation of what had occurred. They told me there was nothing they could do and that I had to call a representative from the State of California. As I tried to explain to the man helping me that this was caused by one of their team members-another woman came over, cut me off and basically showed me out. She had me take a picture with my cell phone of another phone number to call from a pamphlet-did not even offer to write it down or give me the pamphlet to take with me. My entire bank account was gone and I basically left in tears. The following day I went to another Patelco location to try again. They heard me out and within seconds of pulling up my account they apologized profusely and admitted it was an error on Patelco's end. They immediately pushed it to their higher rankings and did everything to help that they could. This was a few months ago and I have since officially closed my account but feel that the Castro Valley team completely disregarded me because I came in as a young woman that was trying to be nice about their mistake and they took advantage of that. read more

Wonderful credit union. Extremely helpful, smart, and wise. I've been telling others about this branch and I hope it gets more customers. Friendly and quick. For this location it's in a great area as well, other stores, and right off the freeway. read more

Patelco is stealing from their clients, then chalking it up to fraudulent unauthorized charges so that you can utilize their fraud protection services. Patelco will freeze your account then tell you they're experiencing a power outage so that nobody can access their account online. If you were in a life or death situation, Patelco may not be trustworthy enough to rely on as a healthy and stable financial institution. The service is inconsistent, vulnerable to scams, and doesn't do enough to protect consumers. People don't feel safe doing business with Patelco due to overall dissatisfaction. read more

Thank you so much Geanna for helping me today with my checking account after my debit card was stolen. Appreciate all you did!!!!!

I couldn't be happier with this bank! Patelco always provides phenomenal service! Forget about Chase, Bank of America, and those other nonsense banks, you MUST switch to a Credit Union to get the best benefit of all that banks have to offer. Patelco has been my go-to bank where I am also looking at ways to continue to use them to my full advantage. I recently went in to this location for my first time as I needed to make an immediate transaction. Located right at the top of the hill of Castro Valley, this bank is situated in a conveniently located in a shopping plaza. Tons of parking available and easy access. I quickly noticed the safety the bank takes to ensure their staff are protected. They have a buzzer by the door that you ring and wait for someone to open the door. Once I arrived inside, I was quickly approached by the Assistant Branch Manager, Laura White, who was able to take care of me right away. I sat down and informed Laura that I needed to request a wire transfer. Within seconds, Laura was able to speak to the other bank service and get the wire transferred in as little as 10 minutes. After the transfer was complete, Laura was able to go through my account to inform me how I could continue to save with Patelco. The amount of time that she spent with me reassured me that I was just not a number but rather a loyal customer that deserved more than a 5-minute conversation and request completed. Laura spent an extra 15 minutes taking her time going over my account and what I may be eligible for. Although I will not be making any huge moves right now, I will be connecting back with Laura at Patelco to look at possible ways to save. A big THANK YOU, Laura, for all your assistance and support with helping me! I am happy that Patelco can provide me so much help and support on this important journey in my life! I'll be back! read more

I cannot say enough good things about Patelco Credit Union in Castro Valley! Best rates for loans and even savings. Laura White makes it so easy to understand and process your questions. 5 STARS! read more

I've been a member of Patelco for nearly 30 years. Through the years, the service that I've received has been a mixed bag. In general, as an institution, the staff does its best to take care of its members. Unfortunately, we are all human and sometimes things don't work out perfectly. Those are the occasions we're most likely to notice and remember. We need to step back once in a while and make a conscious effort to look for the positive. At the Castro Valley Branch, Manager Natasha Williams is a positive force that requires no effort to notice. Always with a smile on her face, she greets everyone like a long lost friend. My wife and I recently retired and have been consolidating our meager savings, retirement and brokerage accounts. Each individual account has specific rules and most involve having documents notarized. As a Patelco Commitment Household, we can get such documents notarized at no cost. This is how we met Natasha. Along with being the Branch Manager, she is also the Notary Public. Although she has suggested that we call ahead to make an appointment, we tend to drop in when we're in the area. If she's busy, we'll wait. If she's not there, we'll find out when she'll be back. With the Pandemic, only five members are allowed in the branch at a time and then only with a face mask on.Today, while we were waiting outside, we could see that Natasha was working with another couple.We figured that we would just to wait our turn. After about two minutes, Natasa came to the door, greeted us and let us know that she would be tied up for at least a hour. She gave us a suggestion of when to come back and we left. When we came back at the appointed time, we had to wait a couple of minutes while she finished up with some other business and then we had her undivided attention. Our business was concluded quickly and efficiently. When I realized that there was one more document that I needed to have notarized, she made sure that we knew the modified hours for the credit union. It is always a pleasure to see our friend, Natasha! read more

Only 1 teller all the time. Line is long but no other help from other bankers . Go to another branch and don't waste your time here.

A very very very special shout out to Laura! She helped me with a charge dispute. She went above and beyond for me and I am so very thankful. She helped me get the situation escalated and also waited on the phone with me while the case was being handled. She provided me excellent customer services and followed up with me several times! Patelco always does what is best for client. Thank you Laura for everything you did and waiting on hold with me for over an hour. I am so very thankful and appreciative of how above and beyond you went for me. read more

Thuan Nguyen gave us great customer service today. Not only did he answer all of our questions, but he also informed us with excessive information while maintaining lots of patience with us. Ms. Laura White was great in assisting us as well. A lot of good information that we never knew to help us with our credit and our banking needs. Continue all the great work guys! Thank you so much for your assistance! I highly advise whomever is looking for a credit union to stop by here. You will not be disappointed! read more

I was a victim of fraud and came in for assistance to resolve my account issues that resulted from my unfortunate experience. I came in feeling overwhelmed and Laura was sympathetic and immediately put me at ease. Not once did I feel judged, rushed or overwhelmed with information or questions. I was treated with compassion and respect. Laura took her time to settle to settle my account. By the time I left the Patelco office, I felt human again and in control. Laura, you have my heartfelt Thank You! Thank you for being my angel! read more

I have been with patelco for over a decade and have always been Happy with there service. We recently had the pleasure of working with Laura White on an auto loan and I have to say that Laura needs a commendation! It was pleasure having her help us. She was professional, knowledgeable, friendly and showed genuine care for the customer. I applaud her as an employee of Patelco and hope you reach out to her and let her know of the great work she does. read more

I stopped going to this credit union because the tellers were utterly unprofessional. One often making comments about the amount in my account and another, really belligerent woman who actually twirled her eyes at me for something she thought I should know. Needless to say I haven't gone back to this bank in years. Recently I went in with my son who is visiting from out of state and whom I share an account with. We went in to close that account and once again we were met with yet another unprofessional, rude and utterly mean spirited woman by the name of LAURA W. I'll spare her the humiliation of posting her full name but I hope the managers figure it out and get rid of her. She behaved like a used car salesperson who insisted on trying to convince us not to close the account. When I replied that we just want to close the account she barked back at me as if she was a police officer only wanting to hear my sons statement. Bizarre to say the least. She proceeded to charm and flirt with him while acting as if I was not even there. It was truly the weirdest, most unprofessional experience one can imagine having with a bank teller. read more

Today, I came into the credit union with a ripped check. I know what you're thinking... how did I rip the check? Doesn't matter. Here is what matters: I was able to actually deposit the money from that ripped check! I have to thank Devyn at Patelco for this. Devyn did something that most banks wouldn't even bother doing! In a world where the typical bank turns you away with a simple "get a new check" excuse, you rarely ever find someone as helpful and committed as Devyn. Thank you Patelco for being better than the rest and thank you Devyn for representing Patelco in the best way possible!!! read more

In pursuit of a specific product my current credit union does not offer (Classic Car Loan), I walked into the CV Patelco branch and was directed to a very friendly Laura White (Assistant Branch Manager). She was a great listener and after getting a full understanding of my needs, she made a few calls within the organization to explore options before ultimately telling me that Patelco also did not offer what I needed. But before I could thank her for her time and leave, she asked if I minded if she made a few calls to other credit unions and even traditional banks, to see what they offered. In the midst of her efforts, the Branch Manager (I did not catch her name) asked if she could help and joined in calling other organizations. Eventually, after about 15 or so minutes of calls, Ms. White located a credit union in the South Bay (that welcomed Alameda County residents as members) that had exactly what I was looking for. She gave me their pertinent info and wished me luck in my pursuit of the new (old) vehicle. I was not only impressed by the professional and welcoming feel of the branch (even if I had to wait in my car until she was free - thanks COVID) but was absolutely floored by Ms. White's selfless desire to meet my needs, when that clearly meant nothing in return for her or the credit union. With her boss joining in, you can tell that the customer-first value had started at the top. I'm just about done with the loan process at the other credit union and excited about the new car, and thus have no reason to join Patelco, but had to jump on here to at least tell everyone else why they should strongly consider being recipients of this rare type of true customer service. Thanks again Ms. White!! read more

It was a pleasure to meet with Certified Financial Specialist Geanna Cooper Smith. The meeting with her gave me all of the information and Procedures needed to guide me through what I needed to get the best possible loan possible. I truly appreciate her work and professionalism. read more

My experience with Patelco has always been satisfactory. But, The other day when I went into the Castro Valley Branch to replace my Debit card, something was shocking. Geanna , a banker helped me right away. She replaced my card and to my surprise , she also informed me that I qualified for a lower interest rate because I was a tier 0 qualified customer. I didn't ask Geanna any questions on how to save money on my interest payments. She offered! Geanna helped me go from 4.5 interest rate to 2.55 in a matter of a few steps. This is experience showed me that Patelco puts their customers best interest first, and not just their own. At Patelco I'm a real person and not just a number to increase their bottom line. If you have any questions about your banking needs or benefits, I strongly suggest going to see her. Great Job Geanna!! read more

I seriously can't give them enough stars! Went in today and they rocked it. Thank you Laura and the other two ladies AND Dublin branch. What team work!!! If you bank somewhere else then I don't know what's wrong with you lol JK. BUT if you're thinking of changing banks then do it! You won't regret it. Customer service is amazing every time I have to call. I million thank youuuuu !!!!! read more

I called yesterday afternoon to call center. I spoke with Laurie or Laura. Hope the name is right! It was the best service that I have had from call center. She was patience , knowledgeable and cheerful. Thank you Patty-Lisa K read more

Came in here for a loan. Everyone is really polite here and friendly yet professional. Laura was the one who helped me she's fantastic! She's really nice and very very helpful! If anyone is looking for financial assistance this is the place to be. Laura was very attentive and gave me suggestions to best fit my financial needs and I even opened an account for my daughter there. I'm really satisfied with this branch. read more

Terrible customer service from Josephine. I went into this branch while there are 3 staff and no other customer. She was the closest to me and had the biggest smile at first to greet me; she was also the one who helped my husband and I last time I opened an account. So I naturally ask her for help. After I told her I am transferring money from one patelco to another patelco account, she gave me a straight face and said the teller can do this. With that, I stood up and walked towards the teller instead. I don't go into the bank often but I had to this time; she made me feel like my business was too small for her. read more

My laptop was stolen, and I had to completely start over at Patelco - new account info including numbers, passwords and so on. What a headache! I went into the Castro Valley branch and Natasha Williams was fabulous! She was super knowledgeable, helpful, patient, kind and understanding. She eased my mind and got everything straightened out. I'm so grateful and feeling good about my choice to become a member of Patelco. read more

Hello, I came into patelco trying to consoladate my expenses and thanks to Anna Marie it was possible. I spoke to someone on the phone saying i wasnt approved for the full amount but when i came in Anna told me that wasnt true and that i was approved, she was able to get me my money the next day. Shes so helpful and kind i really enjoyed speaking with her and definitely will come back again. I appreciate how much she cared to get this going for me, shes a hard worker. Thank you!!!! read more

First of all I want to say thank you sooo much to Laura White for having the best customer service I can ask for! She helped me from the beginning to the end and was very patient throughout the process. I called in to refinance my car and it was my first time doing so, I had no idea what to expect but she helped me every step of the way and made it super easy to understand what was best for my situation. Aside from refinancing my car she also helped me open up a credit card to hopefully increase my credit score and pay off some of my debt. I can't thank you enough Laura you're the best! read more

Incompetent! I am still waiting for a call that was supposed to arrive 10 days ago. A few years ago I gave their financial advisors a try. Unfortunately, they did not pay attention to my needs and requests. PATELCO tries selling you on the lie that they are customer-oriented, not so. PATELCO is a big business like every other bank except for the fact that they are even less reliable and hire even less trustworthy employees. read more

I used to go to the Hayward branch, but after a really bad experience there with a deposit, I came close to leaving Patelco. Fortunately Aprylle at corporate not only cleared the issue with my deposit, but also directed me to this branch, where Natasha the branch manager got me the auto loan I needed, connected me to their auto buying service which got me a great deal on a 2014 Accord EX, and got it delivered to my doorstep within days. I'm going to this branch from now on. Excellent customer service all the way. read more

Have only been to this (Castro Valley) branch a few times but the service has been pretty good. The tellers are friendly and efficient and I've never had to wait in line. I believe the machine they use to encode new debit cards needs replacing; I went there last year to get a new debit card and when I tried to use it, there were a few retail places whose card readers couldn't read the magnetic strip. I went back there for a new card and the same thing happened, so I ended up going to the branch in San Leandro; the card they gave me there worked fine. The credit union as a whole has been great. Very few fees, and those are much lower than most banks. Now if only they had free money orders... read more

Because my wife and I have direct deposit we rarely go into the branch, but when we do we get the best service than we would at a mega-bank. New hours change for this branch as of 10/1/13 are: Monday - Thursday: 10:00 a.m. - 6:00 p.m. Friday: 9:00 a.m. - 6:00 p.m. Saturday: 10:00 a.m. - 2:00 p.m. read more

I want to give a huge shout out to Ms. Laura White! Every time she has helped me or my family she has taken the time to learn our needs and educate us on the services provided. Thanks to her I was able to refinance my car loan and lower my interest rate! read more

I've been a Patelco Member for some time now. I recently contacted them for some financial assistance. I would like to point out this was all handled by phone, email and fax which made it easy for me. Derek Lowe and the rest of the staff there were awesome. I received the best customer service and I knew they had a smile on the other side of the phone line. Derek Lowe is a great listener and understood what I needed in my finances. Having someone listen is very key because then they know what to offer since that's their job. Overall, I am very satisfied with the service I received from this great Patelco Branch! I'm a happy customer right now! read more

I would like to shine a bright light on Gianna Cooper Smith of Castro Valley Patelco Credit Union. She was so amazing to me. I'm a first time car buyer and she made everything so easy and simple for me to understand. She was super friendly, funny, informative and just a all around wonderful worker. Mind you this is all over the phone. She made me feel like I was getting help from my elder sister. Thank you Gianna for everything! read more