My mom was a telephone operator and because of this, I had an account with Seattle Telco. Somewhere in the 90's, I believe that became Watermark and today it's Sound Credit Union. This is a backup account for me, I have two other primary accounts in other banks. With that in mind, I'm that guy who rarely banks in person, because online baking is fast and convenient, but some transaction have to be either done or finalized on site. At my primary bank, the line moves fast and there are plenty of tellers. At Sound, the line moves slow and despite there being staff on site, few work the teller window. On my last two visits to this location, I walked in as next in line and proceeded to wait at least 10 minute to process my 60 second transaction. While I waited, I listed to senior people tell tails about where money was, where it went or when it was coming. The window is for transactions, not conversation and if someone needs time to call another bank, a spouse or a child, you need to have them step aside to resolve their confusion, I don't want to see it, wait for it or process it. I'm not talking about being rude, I'm talking about managing your customers. When I walk in as the next customer and they are 8 people in line behind me before I'm called up, you are taking too long. And someone should be looking at how many transactions are completed an hour and what they are. If you are doing 5 transactions an hour and they are withdrawals or deposits, someone isn't good at their job. My issue today is, I needed another 60 second transaction, but before I made the 20-minute drive to the branch, I wanted to verify they are open. Google searches said they were typically open, Even the Sound website said the same, but with yesterday being a holiday, I wanted to be certain they were not taking an extended holiday. The website had an Ai bot and it also said, Locations are "Generally open on Saturdays". I couldn't get one definitive answer on operation, so I decided to call. All branches have the same call center number. When I called that number, I was told it would take less than10 minutes to speak with someone. That is too long, but faster than the 20-minute drive I needed to make, so I waited, It took 15 minutes and when the person answered, I found out locations are closed today. That was an unreasonable amount of time, energy and effort to find out if you're open. These locations don't have strong reviews and I can only image situations like I described are the reason why. Sound Credit Union is a clown car driving with one flat tire. Leadership has a service issue and while institutions like WSECU have blossomed over the last decade, Sound has remained stagnant. I may be closing my account come Monday! read more

My family has been visiting the Kent branch of Sound for years and every visit is always a pleasure. The staff has always been friendly, professional, and very patient. They have helped me navigate setting up accounts for my business as well as accounts for personal use. Although they usually only have two tellers, lines move quickly which is also a plus. read more

I love banking with Sound Credit Union but I'll have to either avoid this location or Lucille needs to get some training on customer service. I have never experienced someone so rude in my life at a bank. read more

Just called them today to ask for a SWIFT number to be able to transfer money internationally from France to the US. I talked to a person named Vicky who sounded like she was not having a good day.... She told me that there was not such a thing as SWIFT number. That it was only used in Europe. I told her I remembered using a SWIFT before and she was adamant my account and routing number were the only pieces of information needed in the US. I challenged her and told her I did use a SWIFT in the past. She again said it did not exist. Long story short, I just hung up the phone with a very gracious Wells Fargo employee named Vivian who gave me not just one, but TWO different SWIFT numbers since they are apparently different if you transfer money in Euros or Dollars! I am a little bit frustrated since I had plan on making this large transfer to my Sound account. But you know what, so long Sound, I would rather bank with people who know what they are doing! Cheers! read more

Okay apparently Sound CU complained that my negative review was not specific enough. So here you go. Unlike many banking institutions Sound debits from your account before crediting. This means that if you make a deposit to cover an incoming check that check will bounce in spite of your deposit earlier that day. This allows them to charge a tidy little $32 overdraft fee. But furthermore since I made the deposit at an ATM they withheld the funds for over a week in spite of the fact that the deposited check cleared that first night. What is really galling about that is they are constantly trying to get customers to use ATMs so they don't have to do their job; you do it for them. If the person I talked to on the phone is correct that check would have bounced for the next week. Apparently the clearing system for ATM deposits is totally inadequate to properly manage your finances. And they need to get better people in their phone center. I really do feel for them, it's a thankless job particularly when you are trying to defend an incompetent poorly run credit union. But arrogant indifference is not a good place to start when handling customer issues. The person I spoke to had zero empathy for the situation and offered nothing, not even a reversal of my OD charge. I have had an account with this CU dating back to the early '90s; Pan Am CU, Seattle Telco, and then Watermark. I kept the account because I felt a certain loyalty because Watermark really helped me out when I needed them, but the move to Sound has been a disaster. I only started to use this account again because I wanted to keep some business separate and this was already open and had a VISA attached. Unfortunately I forgot why I left Sound in the first place and went to BECU. They aren't perfect, but far and away better than Sound. read more

Been using this bank, and going to this specific location, since high school. Always have great experiences with them and the tellers are always wonderful. If there was ONE thing I could change about the services they provide... It'd be the fees you get from transferring between savings & checking accounts when it's over five (or six?) times a month via mobile. Kind of annoying. read more

I just ended a life-long relationship with Sound CU recently. The last straw was charging me the highest possible interest rate they could after all these years as a good customer. The customer service is terrible and rates non-competitive. Their online banking tool is garbage, I was never able to consistently access my account. read more

I want to say that this is the worst bank/credit union that I have ever experienced. I have been around with them for a few years and have only had one other problem. Today's encounter takes the cake. I was met by Suzanne Chan the branch manager who initially seemed bothered that I sat down at her desk to talk with her. I asked her was it okay that I sit down and talk with her since she seemed busy doing whatever work she was. She said yeah. Her body language said something else. I proceed to explain to her that I was charged 8 NSF fees for a returned payment I had attempted to make on my credit card. I have several thousand dollars in the bank and it should not have declined. I also proceed to mention that my credit card company closed my account given the NSF fees and I would like a letter explaining the situation or to contact my credit card company. Before reviewing anything she said she won't be writing any letter. I ask why would it be returned when thats the number I always use for all of my auto payments. I attempted to pay $1000 and another payment of $1200 to pay on my CITI credit card. As a branch manager Suzanne seemed very confused. She printed out my transactions and could not explain it. She then called another representative over whose name I did not catch. She told her it was because it was pulling from savings not checkings. I call my credit card company and put it on speaker. Suzanne is still looking into it on the computer as I am speaking with my credit card company. She says she will only credit 4 of the 8 because that is half and its not their fault. My credit card company reads the # which is my checking # trying to get to the bottom of it. Initially I seen 8 NSF (human error in calculation). Suzanne is adamant that she is doing me a favor and I should be thanking her because she really didn't have to credit anything back. She was very rude and condescending. Her body language from the moment I approached her she seemed bothered. I told her that was unacceptable and if she can credit 4 she can credit all 6 given there was only 6 and not 8. She said no and told me no and said if I closed my account she would not be crediting me anything. Trying to force me to stay with a bank whose reps do not respect me. I just bought a house a few months ago and to have all these fees when I had the money to cover my credit card payment is very upsetting. It also reflects poorly on my credit. She used her position of power and privilege to demean me and evoke a threat. Given she had all capabilities to remove the fees. The only reason I stayed after my last horrible experience with sound is because the workers at the Tacoma branch. They are beyond amazing. Every time I come in I feel like I am family. Today in the kent branch with Suzanne I was treated like a bother and made to feel less than. She did not even research my situation and made a decision about what she would and would not do based on how I looked when I came to her desk. She also could not even understand what was happening and needed assistance from others to help when she is the manager. I asked for the CEOs information. She refused it and said she will call her boss. I was near tears upset because of how she was talking and treating me. I say can you please just give me the number because I want to leave. I do not feel appreciated. I feel demeaned. She says no she will do something better for me and proceeds to call her boss. Kay Williams. Again I ask her for the information so I could leave her presence before I get even more upset. She doesn't give me any numbers just her bosses name. I looked up the CEO Richard Brandsma who I will be reaching out to. AVOID SOUND CREDIT UNION AT ALL COST. Especially the kent branch. If you must go...go to Tacoma. I do not wish to be affiliated with them and there poor customer service reps. read more

I banked with Watermark before they merged with Sound Credit Union and I've had nothing but problems since. 1. The website doesn't display all the charges/fees that Sound Credit Union should post immediately. This is a flaw in their website that has caused me to get late fees even though I pay my credit card bill in full each month. It's deceptive practice. 2. After several bad experiences, I started transferring my money to Umpqua Bank. I left the minimum $25 in my savings. An auto-payment that had not yet fully transferred overdrew my checking triggering the transfer of the $25. This is great since if covered my transaction. What isn't great: I have gotten a low balance fee of $5 withdrawn from my checking account for 6 months without any notification from Sound Credit Union. During that time I have had plenty of money in my checking to cover the $25 minimum savings requirement yet SCU conveniently let this cycle continue, draining my accounts. 3. My attempts to call the customer service line and get any sort of amicable resolution for #1 has left me loathe to call to sort out #2. It's not worth the $30 they've stolen from me. read more

Tried calling this C/U to determine their ability to help me with a large cash deposit to my partner credit union. Their phone number doesn't work, however the website says they are open. I was referred here by BECU and my own Credit Union, so figured it would be easy! Not so much. Only the drive thru is open. But the teller there gave me a form to fill out, requesting all sorts of personally identifiable info. She verified thru this that there was reciprocity, and then asked for further info on my my account as she was unable to verify I had an account using the number I provided. I gave her a check, which obviously had the account number on it. She came back and said it was "unverifiable" and denied me assistance. To say I am furious is pretty much a soft ball. I have had the original CU account for not fewer than 50 years. The account number has never changed. I have had federal payroll and subsequent retirement checks deposited and auto pays withdrawn from this account. I will never try doing business there again, nor suggest other partner credit unions recommend them. What a waste of time! (For which I was told, "Sorry"). read more

I left BECU eight years ago on the advice of my attorney after filing bankruptcy. The law office had the opinion that my bank (BECU) wouldn't want me as a customer anymore. I joined Sound since I had moved to Key Peninsula and it was convenient what with a branch being right there. Recently I made an on-line purchase using my Sound Debit Card that unbeknown to me locked me into a subscription. I wasn't aware of it until a charge of close to 90 bucks showed up on my account. Reached out to Sound on two occasions to ask how to counter this questionable charge. The reply in essence was: Not our problem. It's a gray area. You're screwed. The only offer was to cancel my debit card (I can do that on my own, thanks anyway) to prevent anymore charges. I had to wonder...what if. What if the charge had been 3000 dollars? would I still be screwed? What constitutes fraudulent charges? The dollar amount? Long story short, my long relationship with Sound has come to an end since after experiencing a similar situation several years ago, BECU stepped up to the plate and took care of the problem and reversed the charge. Apparently Sound doesn't really care if a customer gets screwed, just so long as it doesn't affect their bottom line. Bummed out. Here I sit with 90 bucks automatically pulled from my checking account and no product to show for it. Take my advice, never use a Sound Debit Card for any purchase that's even a little bit hinky. Use a major credit card like AmEx or Visa instead so you'll have some back up in case of problems. read more

I had the most wonderful experience getting my auto loan from Shannon at this location. She answered any and every question I had about getting preaproved and the buying process. I had alot this was my first time going through this and she made it very easy and relaxing for me to buy a car. Thank you very much read more

Update: Me and the branch manager has made peace since the incident where me and my children's safety was in Jeopardy. But that's all, she never assured me that she would do better the next time if something else where to ever happen and she to my knowledge never banned the guy or truly took care of the situation concerning what her member did to me. The customer service there is pretty good so far as transactions and service but that's all, I still recommend that if you want to ensure the safety of you and your family don't go there. Go to a place where the management really cares about you and your family and your physical well being while you are doing business with them. Sound has poorly written policies on how to handle the safety of their members and they will desert you when it comes time to do the right thing by you concerning your safety. Their rules are for self and self only concerning them and not for the betterment of their members. Thanks for reading. read more

I went into this branch to do a shared branching transaction pulling funds from my Sound account to my loans in my Qualstar account. After conducting the transaction I checked my home banking through QCU and noticed that the teller had posted two payments to one loan by mistake. I went back into the branch to get the transaction corrected and was appalled by my experience. Let me preface this by saying I used to work for Sound so I understand how their system works so once the teller "reversed" the transaction and I looked at my accounts I could tell that the reversal was done improperly. Though the teller tried her best to figure out how to reverse the posting it took 30 minutes of her stumbling through a makeshift explanation for why it didn't "appear to be" reversed before I thanked her for her time and told her I would get it corrected through my other credit union. The horrible part of this experience was that no one attempted to help the teller or make sure that I , as the member, was satisfied before leaving. Her manager was at a desk in earshot of the entire situation, was not assisting anyone else, and never stepped in. There was also another unoccupied teller who never stepped in to help with the situation. Just terrible, especially the manager's reaction. The teller was clearly not well versed in shared branching reversals and she tried her best but as a credit union I would've expected the member's satisfaction to be the manager's priority. Once leaving I called the Sound Credit Union call center hoping to speak with their accounting department about the transaction posting and was thwarted by the very nasty attitude of a call center rep who did not want to do anything more than transfer me to the same teller that made the mistake. I explained the situation to the call center rep who barked at me to "hold on" and mysteriously I was disconnected. I ended up having to have to go through Qualstar to get the payments corrected. I am so unhappy. read more

We have always been a member of another federal credit union bank since 2005 so it would take a lot for us to change but Sound Credit made it happened. We first got a used truck loan 2 years ago from a used dealership and Sound had the best rate so we went with them. We needed another loan so we figure lets go to sound personally and see what they were all about. Kent branch was the closes to us so we decided to come here. We didn't pay too much attention to the reviews as we wanted to experience it ourselves. First visit and we were greeted by Ms Jaclyn Rose, we were blown away with the service she gave us! Very soft spoken, knew everything there is to know, answered every questions we had for her and was so very kind. She was somebody that when you first meet and after talking to her you know she can be trusted. We decided to take out a second loan because of Jaclyn with no hesitation. I wont go into details but we had an incident with this loan which was not Jaclyn's or this Kent branch fault, but because she went out of her way to finish this loan she saved Sound Credit from losing a loan and a member. Jaclyn is a float so she travels from branch to branch but because we love her service so much and in a way she's become someone we can really trust, we don't mind following her to wherever she's at. This Kent branch has become our main branch though and we often stop by when Jaclyn's not here and everybody is so nice and kind here. Even know us by name so we are very comfortable and feel right at home when we do decide to drop by to make payments. 3 loans later and just closed on our 4th loan last week with Ms Jaclyn Rose of course, we decided to open a checking account and moved bank. Thank you Jaclyn, thank you Kent branch and thank you Sound Credit for helping us settle down in Washington. I know this is a long review but we had to tell our story because the service they gave us was excellent. If we could give this review more then 5 stars we would! read more

I usually don't bother with writing reviews, but have been impressed and moved by the customer service at the Kent branch that I feel the need to let everyone know! I have a personal account with Sound and needed to get a business account open. This is my first time diving into unfamiliar territory with starting my own catering business (a bit scary...eeks). I had all of my paperwork in hand and asked Suzanne (branch manager) for help. She helped me through every piece of paperwork, taking time to explain every process. There were some things I needed to clear up and she gave me information on how to follow through, who to call and where to get information. I felt a sense of relief and pride knowing that she really cared and was genuinely excited for me. I've never had a branch manager give me so much help and attention. Suzanne was not hurried at all and took her time (about 1 hr. 30 mins.). I really appreciate Suzanne and am really happy she's part of the Sound Credit Union team. She certainly is making a huge difference at the Kent branch. The best customer service I've received from any bank. That's the truth!!! On a different note, Heather, the lead teller/banker at the same location was a superstar in handling our personal account when it was compromised and had fraudulent activity. Heather quickly took over and called locations of where the perpetrator might have banked with. She was empathetic and advised us on what our next steps would be to be proactive in keeping our information safe. She had put a special note in the system for all tellers to ask for a special code on our account before releasing information. As far as I know, that was a special process put in for us. I feel comfortable banking with Sound because of Heather and Suzanne. They really care about their clients. They make you feel like part of the family...honestly... read more

I forgot to add this review several months ago when this happened to us at this branch. We discovered a problem with the mailing address on some of our accounts. We pay for a post office box to protect sensitive mail from mail theft from our mail box at home, and we have several accounts where we get mailed statements. After discovering one of my spouse's accounts had a double address that ultimately defaulted it to the roadside mail box, we visited this branch. We were there for about half and hour while 2 tellers struggled to figure out how to change the mailing address on one account. We left the branch shaking our heads but believing the problem had been solved. I had to make a similar change when I discovered a mailing address needed to be changed, and the Southcenter branch fixed that with ease, the first time. So, a few weeks later my spouse received a different statement from Sound in our unsecured roadside mailbox. This was the one that had been correct. The account the 2 tellers worked on was changed to the secure post office box and in the machinations had screwed up this account address. Another visit to this Kent branch, and after maybe 45 frustrating minutes they told us they corrected the problem. In all, what should have been a simple change of address took away over an hour of our collective time. Really? I'll only go to the ATM at this branch unless we have to deposit a check. We will not visit this branch for anything more complicated. Get with it, people. read more

Pleasantly surprised to find this member of the "shared credit union" network so close to home. Immaculate inside, easy parking and I received notary service including a photocopy at no charge. I will definitely make this my home credit union. read more

My boyfriend and I had our eye on a classic car that was for sale on craigslist and had decided that we were gonna try to take a car loan out to purchase the car. At first, everyone seemed really nice and eager to help us with our first time taking out a car loan. The branch manager, Suzanne, and her employee Nicole were the folks who took us on. My boyfriend and I had many questions, and sometimes had to call the branch or go in with paperwork. There was the third or fourth morning that we had gone into the branch though that really turned us away from this location. We had come in with some paperwork, just in case they had not received it through fax, that's all. We were told to sit down and wait for Suzanne to free up, and when she had approached us, she went out on us saying that "We were burdening them" and "Making this stressful" for them, and it was very demeaning for my boyfriend and I. She had tried to compare how we were behaving to how a customer in my job field would behave, and how I would feel if they were "constantly calling, asking questions" (Which the answer to that is be patient with them and help them through the process, like a good customer service employee should). This is our FIRST TIME doing something like this, and we were just making sure everything was done in time for this car, and whether we were burdening them or not doesn't mean that they can blow up on us. We steered clear of them from there, except for when I left a message asking about what insurance is needed for a financed loan, which I never got a reply back. I'm NEVER going to to come to this location again, worst experience with a bank I have ever had. EDIT: As of 2/24/16- So, on top of everything that happened at this branch, I received mail from Sound Credit Union addressed to my boyfriend and I. Upon opening up the letter, I found that Sound had accidentally sent ANOTHER PERSONS personal information to me. Isn't that a big no-no? I went into the Southcenter branch and gave them the paperwork that I wrongfully received. I'm done with this bank after I pay off my loan with them. read more

Come on! Only 1 teller during the lunch rush?!?!?! Total waste of my precious time to fit in banking into my lunch break to have to wait for 1 teller!!! read more

After being a "big bank" client for many years I was completely blown away by the service at the Kent branch. Everything was so easy with no hidden fees. I recently financed 2 vehicles through Sound and Suzanne, the branch manager was not only efficient but extremely personable and made me laugh several times. Not the type of person you would expect to find in a bank. They were also able to refer me to an in house financial planner that will be helping me with my kids college funding. I would recommend this credit union to anyone! read more

Nicole is absolutely AMAZING at her job! I have never used Sound CU before and we decided to use them for our Auto Loan and we anticipated a nightmare (as auto loans can be a pain) but I was beyond pleased with how the process went and very impressed with Nicole's dedication and love for her job and customers. We walked into the bank with Nicole having no knowledge we were coming and she was more than happy to help us even though she had an appointment coming in. We were in and out in less than an hour. She was so kind, helpful and all around awesome. I will be using Sound Credit Union from here on out. Thank you Nicole for getting us into our dream truck with no hassle and thank you Sound Credit Union for having such amazing employees! read more

Unlike the branch on Andover in Tukwila (skip that branch they need a new manager) this branch was backed up to door when we walked in there were 2 tellers and a manager working. We needed a form notorized. My husband had a seat I went through line explained what we needed and we were helped shortly thereafter. This manager helped us professionally and was very courteous. Conversation was about our transaction except where we brought up our previous experience with tuckwilla branch and commented how much quicker they were handling thier back up. Things moved so quickly that even though the line kept filling they managed to quickly help customers and keep their line down. Amazing the difference a branch can make obviously the difference is in how it is managed. I was thinking of changing to a different credit union or bank (our opinion surely doesn't matter we are small beans with only 5 accounts and only a small amount in savings) but thanks to this branch they will keep me and my family as customers as I am the financial decision maker in my home and i will use thus branch for my further needs. read more

I highly recommend stopping in to SCU to see what they can do for you. Everyone is very friendly and professional. Suzanne was amazing and kept my financial goals in mind when I opened an account. read more

I cannot believe what some people put out there!!! The Kent Branch is the BEST!! and so are Suzanne and Heather!! We have been with Seattle Telco and Watermark now Sound. After 3 home loans and several carloans this is the best bank/credit union. I have recommended this credit union and this branch to my sister who was formally with the Port of Seattle credit union, which is no longer!! We have recently moved and I still drive the extra 20 minutes to see my FRIENDS at the Kent Branch of Sound Credit Union, SUZANNE and Heather!!!!!! My son has marks on the door jamb tracking his height!! Please do not believe what some irrational angry people feel free to put on the internet but are cowards in person!!! LOVE Sound Credit Union and especially my Kent Branch!!! read more

I have been banking with Bank of America for over 14 years all loans and transitions with Bank of America since 1995. I was in a need for a car loan and I went to try to get my car loan with Sound Credit Union. At this time I don't have an account with this credit and I was able to get my car loan here. it has been great since 2012. then I wanted a second car loan and I went back to Sound Credit Union and its been a great service since my first car loan. My goal, my life dream was to buy a small business here in Seattle and I was in a need for a business loan and for the third time I went to Sound Credit Union here in Kent, WA. and I just wanted to say Thank you to Bank Manager Suzanne Chan and Personnel working there for helping and providing excellent services. I was able to get my Business loan here.This has been more than what I have experienced with others banks. I would advice my friends and anybody to try Sound Credit Union for Small Business Loans and other loans. read more