I have been banking with SFFCU for over 10 years, and have never been disappointed with their customer service. Today I had to take care of something a little new so went to the main branch. I had the great fortune to meet with Bao Nguyen to discuss the matter. Bao stood out as the one of the most helpful people I have worked with at SFFCU. (Genie Chamorro & Cynthia Diep also stand out.) Today was stressful and allowed for a good comparison of how different banks handle the customers that need their assistance. SFFCU continues to be the best place I've ever banked. Bao is another reason to say that. I would like to add, Chase Bank provided me the opposite of what I get from SFFCU: deceptive information of little or no value. Where Bao went out of his way to explain to me exactly how to clear up the redtape, Chase wouldn't even acknowledge their red tape. Chase Bank seemed intent on sending me away with only a blank stare, the guidance that I should open a Chase account and the sense I wasn't getting the whole story, since I was told about four different things by the Chase branches I went today. I guess the policy at Chase is lie until the join up. Bao laughed at their silly games and pushed the roadblocks that Chase kept putting up. Bao listened to my explanation. Figured out the problem (!!!). Advised me on how to resolve it. And helped end the week on a good note by ending this headache that Chase caused. High Five Bao. read more

My husband had a very disappointing experience at SF Fire Credit Union. I came in to cash a check and was informed that I owed $74, which prevented the transaction from being completed. While I understand policies and procedures must be followed, the issue was not the policy itself -- it was the way I was treated. The manager, Ginger, was hostile, rude, and lacked professionalism in both her tone and delivery. Instead of explaining the situation respectfully, she spoke to me in a way that made me feel embarrassed and uncomfortable. Customer service should still involve kindness and respect, even during difficult conversations. I left feeling horrible after the interaction. I hope management takes customer concerns seriously and works on improving how members are spoken to and treated. read more

Update: It's been 6 more years, and SFFCU still hasn't been able to fix my account. They send me a new debit card every few years, but it's useless, because all the problems I describe above persist. Also, I'm very disappointed with their poor/nonexistent communication. Despite everything, they still have not given me the courtesy of a single response about why my account seems to be unfixable. Do they save their communication for their wealthiest customers only? Is there some kind of "Don't bother helping this guy" note in my file? (And also in the files of the 2 friends I described above, whose account problems also continue?) I was so excited when I stepped away from big banks and joined this credit union. I wanted so much for it to work out, and I gave them so many chances -- but ultimately, I had to transfer all my money to a big bank, because I needed to access my money do basic things like buy food again. I am so disappointed that SFFCU doesn't seem to care enough to even try to make it better. As soon as my credit score can afford to take the hit, I am closing all of my SFFCU accounts permanently. read more

One star is for the wonderful bank tellers, and another star is for the very friendly security guard. This branch needs to have earlier opening hours and extend their Saturday hours to serve the community better. They need to give up the free candy (which we all know is terrible for our health), free dog treats, and seasonal knickknacks and hire more tellers. Today, a couple literally brought in a bucket of loose chain to feed the Coinstar machine. Could there be a courtesy notice limiting the amount of time each client spends if there is a line? Say, 30 minutes? I will plan on never coming to this branch ever again. read more

When I joined decades ago, it was fantastic, and stayed so for a long long time. Credit unions are ethical and customer-service -oriented. SFFCU is no exception. They take account security very seriously, and have been fair and reasonable regarding disputed credit card transactions. Unfortunately, the online banking platform has frequent systems problems which make it impossible to access my account. The support is sometimes good, though more often not. When the system is down, I have been told it's something on my end and to keep trying, only to find out later it was an issue with the CU, and I have wasted a morning trouble-shooting. They do not often post on the website that the system is down, though I see today that they have for once. I am searching for an alternative, as it has become more frequent that I have trouble accessing my account. read more

Unfortunately, I can no longer fully recommend this credit union. There was a change to their transfer policy, and it now takes 4 business days to transfer money between SF Fire Credit Union and other banking institutions (In reality, it usually takes closer to 5 business days for the transfer to complete). This is a major downgrade from before, when transfers typically took about 2 days. Imagine transferring money and seeing it already withdrawn from your external bank account, but then having to wait about 5 business days before the funds actually become available in your SF Fire Credit Union account. During that time, your money is essentially in limbo and unusable. When you compare this to other banks, most transfers take 1 to 3 business days, which makes this policy feel extremely slow. Having to wait nearly a full week to move money between accounts is simply unreasonable. Because of the unusually long delay, it also makes me wonder why the funds are being held for so long.... Overall, this change significantly reduces the convenience of banking with them, and it's the main reason I can no longer confidently recommend SF Fire Credit Union. read more

Had a great experience at this credit union, The tellers and managers are pretty awesome, they helped me set up my car loan a year ago, and also refinance it recently by combine it with my other personal loan, this helped me save up on interest rates. And whenever I have any kind of other banking or card issues they've really been helpful over the years. read more

I've been a member for roughly 15yrs. One of the things I loved was how you could speak to a real person fairly quickly when calling the support line. Now that they have switched to using an AI/virtual assistant, wait times are ridiculous and the virtual assistant is unable to help me with my relatively simple issue. Very disappointing, especially coming from a local credit union. Please bring back real customer service! read more

Bao is the absolute best. He helped us open an account at the very end of the day and was so helpful, patient, kind and funny. He answered all of our questions thoroughly. Made this experience memorable and incredible. Thank you, Bao!! read more

I just visited the California street branch and Alexei helped me out. People like him are the exact reason I have stayed with San Francisco Fire Credit Union for over a decade now. Not only did he help me with the request but he also shared helpful tips and insights about ATM fraud, including how debit card information gets stolen. This happened to me years ago. SF FIRE CU is not just a bank - they're people who care. A few more reasons why SF FIRE Credit Union is THE BEST: 1. Member-focused service: They are a not-for-profit institution and they prioritize their members over profits - they offer better rates and fewer fees. 2. Community: With roots in the Bay Area, SFFCU is committed to empowering locals through ethical banking. 3. User-friendly app (with biometrics) of course! read more

I was having trouble with my digital card so Bao Nguyen called me and went above and beyond to help me HE HAS THE BEST CUSTOMER SERVICE & NEEDS A RAISE or BE PROMOTED TO MANAGER thank you so much for coming across an employee that represents the company and company service so well read more

Contacting anyone is close to impossible. I waited 30+ minutes on the phone just for it to be disconnected. Then I wait another 20 minutes to be connected to a real person through chat (the bot is absolutely useless), and that disconnects immediately as well after 3 messages. Tried connecting again and it's been "transferring" me for another 20 minutes at least. Can you guys please fix this sh*t. read more

Bao was such a huge help! He helped us navigate the many options. THANKS bao! We love the community mission of this credit union. Firefighters and EMTs are the true first responders! read more

I have banked with this bank for over 20 years and have always had a great relationship. But recently lost my wallet and tried to call the bank to report it. AI answered but could not help me so I was number 38 in the queue it took over one hour to get thru. I reported the cards lost and ordered new ones. After I hung up I remembered I still had automatic deductions to come out and called back and again AI could not help and I was 27 in the queue and had to wait another hour on the phone. Absolutely horrible service. What is the purpose.. Now I will close my accounts and go to another credit union read more

I visited SFFCU recently to open an account and had a fantastic experience. I was assisted by Bao, who was incredibly thorough and friendly. Even though he's a newer team member, he was very well-informed and walked me through the account details and next steps with ease. I'm looking forward to more positive experiences at this branch! read more

Wonderful experience all around. Bao was very helpful with setting up a new account and very clean, cheerful atmosphere. Would definitely recommend! read more

I had a fairly complicated transaction to do right before close and Bao Nguyen hooked it up in a professional manner with speed, courtesy, and humor. I was out of there in no time. Aces! read more

Every single time I come in here Im always greeted by amazing and friendly people. They're here to help me with any account problems I have(sometimes emotional) , and always go above and beyond. Speak with Bao if you can. Amazing service 10 stars over and over. This location in particular is also really nice. I love the upscale feeling of the lobby. Im so happy Im with fire CU for all my financial needs read more

They use to be amazing, now not so much. :( Long wait times and longer phone wait times not to mention they dont offer a convenience credit when they have you waiting forever to speak to someone, or good candy in the branch when you had to go in. Now all they care about is money, not the customers. read more

Horrible service!! Agonizingly long wait times, only to either be disconnected after over hourlong wait times or "Pheonix", their AI, is completely useless! I am forced to speak with a reprentative in mortgages and then call back in order to speak with another representative for a Heloc account. One call can NOT take payments for the other....I am Power of Attorney for one of their customers and it takes hours and often days to make a phone payment!! Today is Monday and I've been trying to make a heloc payment since last Wednesday....no return calls, 40th in que, and time is money!! Worst banking experience ever!! Should not be called a "Credit Union"! read more

I just opened an account today with Bao Nguyen. Very down to earth, extremely helpful, and greatly assisted with my financial objectives. Very smooth and quick process. Additionally, I am extremely satisfied with his the loan products offered. Looking forward to a long term relationship with SF Fire CU. The facilities were comfortable as well. read more

Trying to call them to talk through rates and was on hold for 40 minutes twice and never got through. No emails or any other way to reach out... the chat bot is completely useless. Impossible to do business with. It's perplexing they even still exist with this level of service to prospective customers read more

Had a great experience. Mr. Nguyen helped me through opening accounts and setting them up to my preferences and was a big help. He was fun and had great conversation, and very willing to help. Overall great experience and thanks to Mr. Nguyen. read more

Bao Nguyen was a great help, answered my questions and made my process smooth. Highly recommend him to handle all of your needs.

Exceptional service! Boa is extremely efficient and used humor to make my bank errand entertaining. Good dude!

Everything is great. Especially them reimbursing fees from other banks' ATMs! Support the true heroes of SFFD.

Boa was a great help. We were able to get our banking taken care smoothly with a smile. Great banking experience.

I've been a member for over 10 years. I've received stellar service that whole time. Checking, savings, CDs, free notary service, international wire transfers, online banking, seamless direct deposits from employers and PayPal, seamless external bill pay and electronic transfers to/from other financial institutions. And a Coinstar for crying out loud. Even free candy. What's not to love? No other Credit Union in San Francisco can get all of this SO RIGHT. read more

I love the credit union it did restore my faith in banks. Customer service at this branch in particular left me feeling ignored and doubting if I want to continue to be a member. I went in to correct overdraft fees and to refute charges from a separate investment account. Once the matter was handled. Because I thought I had time I asked to see a banker to talk about opening a line of credit and a business account. I was asked to wait which i did and 15 minutes later I continued to wait after one of the bankers completed talking to another customer. Then without acknowledging me that banker went to lunch, which is fine people need to eat, plus there was another banker. However the other banker also seemed to have went to lunch after I asked the front desk agent/security person make sure I was checked in. After waiting 45 minutes without acknowledging me I had to leave. My time is not necessarily free even in my free time read more

I switched to a credit union to support a local business and avoid unethical financial institutions. However, I'm really reconsidering my decision. It's impossible to reach a service representative - as I write this, I've been on hold for 27 minutes and have gone from being the third to second caller in line. The appalling hold music has only added insult to injury. I tried to use the online chatbot that was repeatedly mentioned to me over the course of this interminable hold and of course it was beyond useless. For all of its flaws, my previous bank was easy to reach and very responsive to my concerns and questions. If only the same could be said of SF Fire Credit Union. read more

Recently decided to open an account after years of holding an account at San Francisco Federal Credit Union and becoming increasingly frustrated with their predatory business practices, such as being charged up to 4 different $30 overdraft fees in one day. I said enough was enough and opened an account with San Francisco Fire Credit Union, which I had always wanted to open, but I thought you had to be an actual firefighter, which I believe was the case at one point in time but is no longer so. The experience was very easy and I was able to do it all online. Although I do wish they had more locations in the city... It's a little bit difficult to make it to their branch as it's way on the other side of town for me and the second location is not any closer, but I honestly haven't had any need to go into the bank as of yet. If I need to use the ATM I'm able to do so without worry of getting charged a fee, as they refund ATM fees up to 4-5 monthly. I haven't opened up any credit cards or anything with them at this point so I can't speak to that but I am considering getting a credit card with them depending on what their interest rates are looking like. Overall, I'm pretty happy with the switch and btw they have excellent customer service! Definitely recommend. read more

I had a rough time making contact. But once I did, Mark Kohl provided efficient, timely and professional support. Excellent!

Very happy with my experience: dedicated parking, security guard, and a very high number of staff to customers. Will be back!

Good credit union. I have been with them for years. Amazing customer service. They treat me like a person.

Worst banking institution you can possibly choose. Had health issues last summer and missed a couple credit card payments, got back to paying $200 a month on my card. Wasn't good enough apparently for the person responsible for this - SANDRA So they closed my accounts and sent me a letter - to contact them - after they had unfrozen my accounts once before in September because there was no way to pay my balance with them being frozen Do I want to talk to SANDRA? No, she's the female version of one of those guys who does not respect boundaries. I WILL NOT PAY A DEBT TO SOMEONE WHO PULLS THIS SHIT read more

My 1st time doing a CD! This was a 5% CD for 11 months which was a great yield After maturity there was another promotion of 4,75% at 10 months then yet again another promotion at 4% for 5 months.... read more

Low fees, good array of services, friendly people. A great example of a local alternative to the big banks. The wait for a teller can be long at peak times though. Chatty customers are nice, perhaps, but they definitely slow things down read more

I have my savings and HELOC with them. They are fantastic. They understand SF real estate marking when pricing loans. I often use other bank ATM since they cover fee. I recommend SFFCU to everyone if they live/work in SF. But Wow I am surprised SFFCU is down on stars.. Maybe expectations for CU has changed? I think they are great! read more

Just wanted to give a shout-out to Mark Kohl (Loan Officer). He recently helped me secure a nice HELOC - fast, minimal hassle, a complete pro. There's a reason I've been a SFFCU member for over 12 years. First, over the years they have handled my mortgages, home equity loans, HELOCs, auto, motorcycle, solar. They always come through (see credit union vs bank... ;) Reason two, three of my cousins (and their father/my uncle), were NYC Firemen... ;) so I want to keep it in the family. Tim read more

Great customer service. Very helpful with all my banking needs. Good hours. The app works great also.