I've been a Westerra customer for years and years. They've been reliable, they don't charge too many fees, and their people are always pleasant. Today, I got to see how they deal with fraud. My debit card was declined twice in a row, even though I had money in my account. I called Westerra, and found out that there had been some odd charges to my card. I hadn't updated my phone number since I changed it a couple years ago. Oops. Anyway, they tried to call me, got the wrong number, and erred on the side of caution and turned my card off. Inconvenient, but it could have been much worse if someone had drained my account. I called Westerra to ask exactly what the heck had happened. The kind and patient customer service rep on the phone went over the weird charges and told me the credit union could mail a card. Then she said that if I needed money sooner, which I do, then I could go to a branch and get a new debit card printed. I went in, spoke to an equally kind and patient customer service rep inside the branch, got a card with no hassle, and filled out a dispute form. The form is with their fraud department now, and I should get my money back. Bonus: The card has a kitten on it. I'm having a bad day, being able to pick a card with a cute kitty gave me a much-needed smile. read more

I have an auto loan through westerra. there's an online platform to make payments, but it takes sometimes 5+ days to post so that's 5 days that interest is accruing after I already paid. after several payments I realize I can go into the branch and my payment posts immediately. I didnt have the time today to go in so I decided to call and see if I could make the payment over the phone. the women on the other end verifies me 5 ways to Sunday and than gives me some information, half of it wrong. she says the interest doesn't keep accruing but I literally saw it happen and did my research. she did not listen to me and kept giving me information that wasn't relevant and finally I was just too frustrated to waste more of my time just trying to make a payment. she was so unhelpful and I really think yall need to listen to your customers to understand. I think giving your customers misinformation is really shady and the ways to make payments are deliberately convoluted and set up to make you more money off of me, for no reason. I will never work with Westerra again after these experiences and I hope to refinance and get out of this arrangement asap. read more

Genuinely not about this branch, but about the company, you call the automated system and it asks for an account number, too bad NONE of the account numbers on my accounts are valid account numbers "it can't find an account with my information" and it hangs up after 3 tries, I've called three different numbers totaling 10 different times, one of those numbers is supposed to be a 24 hour number to speak to a representative, I call, and the only two options are 1report your card stollen, or 2report someone else's card stollen, I'm literally just trying to pay my car loan, but I can't access their connected business Swivelpay, genuinely if you can avoid ever having to call their AI customer service you need to avoid it, I wish they made it easy to reach customer support and not a 2 hour long battle to pay my bills read more

Run away as fast as you can, they are great if you never have to call and talk to them. The moment you talk to someone live your day will be ruined. Their morale is horrible, they take it out on customers by generally being outright mean on the phone. read more

March 10, 2025 * @purki1 Westerra Credit Union sucks!! Particularly their incompetent fraud department. I attempted to send a wire for a real estate investment, in which I knew all parties involved, and they declined, despite my verification and providing all the necessary information. They expressed their denial to cover in the event of fraud, and I said this is fine with me, I know there is no risk. When Crystal from the fraud department denied the transaction, I decided to wire the funds to my Chase account instead. Despite scheduling and confirming on Friday afternoon, on Monday, there was an initial denial of the transaction's existence, which was later acknowledged after I submitted their own confirmation sheet. As a result, I expressed my intention to close my account in the coming months, as I could not depend on them for business transactions. A week later, I was informed that my account had been closed and restricted, and I was unable to access my funds unless I visited a branch in person. I reside in California, making this difficult. They also declined to wire the funds or issue a cashier's check due to the sum involved. Following their suggestion to obtain a cashier's check from a California co-op credit union, literally within an hour of speaking to them, I found that they had locked my account, preventing this. A request to speak with a branch manager was denied, citing the fraud department's authority. I am disheartened by Westerra Credit Union's actions and plan to file a complaint. Based on a previous incident where my account was compromised, the fraud department's response was inadequate and accusatory, they actually tried to blame it on me so they wouldn't have to pay out. I regret not making a better choice. Now, I feel compelled to move my banking back to Chase after this negative experience with a smaller bank. The Fraud dept is the only one committing fraud here! Stay far away!! read more

Very rude and unkind , don't understand simple things, not helpful and Montoya a nightmare.

This is a trash company I lost my job and asked for a deferral for 1month and they told me their policy states that they won't give you a deferral if you don't have a job. I've had 2 separate loans through them completely paid the other one off and have had this one for the last 3 years and haven't ever missed a payment. Why would I have to defer one payment if I had a job that doesn't make sense at all. The lady was being rude to me telling me that it makes perfect sense. read more

I walked en on 5/7 to deposit $5k. There were 2 stations with people. The fist guy welcomed his customer and began their transaction. I was not greeted. There were 4 people discussing a system issue. Not one time did any acknowledge me. That's my biggest complaint. I stood there for 15 minutes with awkward silence and eye darts. Then the lady that helped me did not say hi, not apologize for my waiting. Rude service. Then she had the nerve to nice nasty me by saying "have a nice day". No common courtesy. And the sad part, she may be the new manager. read more

Best of the best!! Great products, excellent service. Setting up and transferring my accounts was made simple by Westerra read more

The staff here moves at a sloth pace and are incompetent. Bobbi opened my account and did it completely wrong. Which to me is insanity she has worked there for 31 years and cannot set up accounts correctly? I had no access to my online banking and had to call higher-ups to gain access, because nobody at the branch could help the didn't know how. Arturo is an awful manager and does not care about his members experience. He also stated that since I'm unhappy to just go to another bank. read more

I do not know this credit union very well but I will say if you are looking for a financial institution for a young adult getting there first account this is not the place to start. I am sure they have some good people and do some decent services but there is a Courtney James that works there that is rude, combative, insulting, etc but she is a life collections person and seemed miserable. In the end avoid this credit union. There are so many other good institutions. Courtney will give some very good life lesson talks and explain how the world works. read more

ZERO STARS.. I submitted an online application to open an account TWO WEEKS AGO... Francesca said my app is still processing and I could go to a different bank (not westerra).. WHAT KIND OF NON CUSTOMER SERVICE IS THAT??? I'm going to suggest to my relative to close their account, and take their money and go elsewhere...RIDICULOUS read more

Oh, what a delightful journey it's been--watching my money earn microscopic interest while being serenaded by hold music from 1998. After only a few dozen frustrating experiences and the thrill of being ignored repeatedly, I finally made the difficult choice to remove over $100k from this charming little institution. I'll miss the unique customer service--where "helpful" is more of a vibe than a practice. Best of luck to anyone still holding on. You're braver than I. read more

Literally the WORST Credit Union I have ever had to deal with. I've had loans at many different credit unions without any issue. I just received a small car loan through Westerra, I've called to get my online banking account set up to pay online, it is pure hell getting them to give me my account #. I received a statement with the last 4 digits, but I don't have the full # to go online and pay! They have asked for my social security, driver's license, make, model, year of car, my address, birthdate etc and still says it's not enough to assist me with getting set up online to pay. What else do they want? This is ridiculous. I've been promised the information would be emailed to me 2x, but I've received nothing! I am livid!!! DO NOT use Westerra! You will be very disappointed. read more

This credit union as a whole is a complete joke !!!!!!! Unfortunately you have to add one star to leave a review here, otherwise I would leave no stars !!!!!!!! They are the slowest of any financial institutions I have ever dealt with on Auto loan processing. Two auto loans during the past 5 years. They state in their web site that they swiftly process loans and nothing but "Further From The Truth" !!!! It took a week for approval on the last two loans for approval. Their excuse was work load, personnel turn over & old technology. They have stuck me before also, by reporting to the credit bureau's that I had late payments & nothing was stated as to how many days late, just state late payments. By my checking payment history there was nothing ever over 30 days, which is where financial institutions report to the bureaus, and they do state the number of days late. "You don't want to deal with this organization " !!!!!!! read more

Very poor service. Forced to use their services due to a loan on a property. Working with multiple departments has continually proven to be challenging. read more

I set-up an account with Westerra before heading overseas (to include establishing access online with links to my other banks). Once I was overseas I couldn't access the website ... customer service says, "Oh ... you need to have a VPN." WTH do I need to pay for a VPN?!! None of my other banking institutions require this. Then their website deleted one of the accounts I linked to my account for cash transfers ... no excuse just did it. Then one time I made the cardinal sin of entering my logon ID wrong ONE TIME ... tried to re-enter it and they locked me out. The most non-user-friendly website interface I have ever dealt with ... now I have to go thru the laborious process of changing all my deposits from Westerra to one of my other banking sites ... will close all accounts upon my return to the States. read more

Easily the worst bank I have ever worked with. Non-existent interest rates, terrible customer service, antiquated tech, and outrageous fees. I would only bank with them if you want to experience a bank closure first hand. read more

Keyona is the best person I've ever had the chance to get a loan with. Will be getting another auto loan and hopefully a mortgage with Westerra over the next few months since I trust them. Thank you! read more

This bank is a nightmare. After paying off a HELOC loan and being incredibly frustrated with that process we asked to have all association with them terminated. Instead, they kept our checking account open, used the line of credit associated with that to make automatic payments, and charged us fees until we owed about 10x what the original withdrawal was. They never communicated this to us until we received a debt collection letter this month. They said they sent bank statements, and they had our address, but we never received anything. They were of course able to get this debt collection letter to us after jacking up the amount owed and making a nice couple of thousand dollars off of us. DON'T USE THIS CREDIT UNION. read more

Since about two months ago, this credit union has gone seriously south. Their app does not show correct balances, and it also puts the transactions all out of order. Customer Service is useless. If you are calling for anything other than checking balance, 99% of the time, they can not help you. Their cardnav app is useless as well. I don't know what company bought or merged with them, but things are not good at this CU anymore. Their automated system does not accept any base account number thst I enter. Poor experience all around. I've been with them for 10 years, and I am seriously considering closing all my accounts. read more

f I could leave zero stars, I would. When we joined Westerra over 10 years ago, they were good, but have done nothing but decline since. The biggest issue is the technology that may have been cutting edge in the late '90s but is a complete joke now. Getting any assistance with your technology issues takes forever, and even once you remedy one issue, another is quick to follow. I will be closing my accounts as soon as I get my loans with Westerra paid off in full. Stay away from this credit union unless you have the patience and time to constantly deal with one issue after another with no simple fix to anything. read more

I have been doing business with Westerra for approximately 20 years. I have never had an issue with them. They are welcoming and appear to genuinely want to help their customers. I have had several loans through Westerra (cars and mortgage) and they have been very easy to deal with. The online functions have worked well for me and I have not had any problems with transactions. read more

Avoid this credit union Incompetent bot employees who have minimal knowledge of basic banking processes read more

This is the worst bank I have ever worked with over 30 years of banking. They reported a late payment of $3.53 to credit agencies even though it was clearly a mistake on their part. They don't understand how "bill pay" works with other commercial banks on top of no customer service skills. I suggest finding another bank or credit union. read more

Credit Union member for over 50 years, have credit score over 830 was denied loan, because we own two Houses. Tried to contact CEO of Credit Union. No reaponse. Will close account soon. Had never been Denied Loan before, was putting over 25% OF Loan down. Maybe Last NAME had somthing to do with Denial of loan. Colorado Springs, Co read more

Ok first of all - I've never had this much fun AT THE CREDIT UNION. I came in today because I was having trouble with activating my debit card for the last two months and I just haven't wanted to deal with it. I worked with Jasmine, and she's a hoot. We joked around, she got my new card printed - there was a weird hitch and it didn't go as planned when I tried it at the ATM so I ran back in, a few minutes before closing, and she could not have been more kind. We laughed, we had fun, we talked about what we were doing for the holiday, all while she quickly got me taken care of. Jasmine is a star, and she made an experience that could have been stressful one that was surprisingly fun and delightful. Not what I was expecting. Thanks so much! read more

I had been with Westerra for around ten years with a perfect record (credit, checking, and savings). I put a charge on the card and forgot about it and missed one payment. They reported me to the credit unions as soon as they could and refused to do any good will gestures to remove the one time missed payment. Their employees are actually threatened to not help people who make the same mistake as me. I thought that credit unions were supposed to treat their members better than banks, not worse. Stay away from Westerra unless you'll never make a mistake. They almost seemed pleased that they dropped my credit from 800-600. read more

Rude and not helpful, I would run far away from this bank. I think everyone here hates their job... I love chase bank / Huntington. If you want to actually be helped and be spoken to In a professional way I would not bank here. Please please save yourself the frustration and tears. I think Frida was the name of my customer service rep, she had no clue what she was doing & just made me drive 3 hours back and forth for paperwork that wasn't valid.... And never even apologized. I've never in my life had such a bad experience with customer service . I would give this place 0/10. read more

I have been a member here for 30 years, since it was Denver Public Schools Credit Union. Then credit union is always easy to work with, staff is happy, friendly, and knowledgeable and ready to assist you however they can! read more

I'm fairly certain I just spent the last three or four months working with the worst mortgage processor possible. Not only did he never answer any of my questions, he failed to tell me I would need to open a draftable account to open a loan. I explained up front that I've never worked with a credit union and didn't know the process, so that's a pretty obvious thing to put up front BEFORE my credit gets pulled and BEFORE I spent months sending personal information. I'm so mad about the unprofessionalism. I can't recommend running away from this organization enough. Of you work with Anthony Hai, I wish you the best of luck. read more

Their online banking leaves a whole lot to be desired. Scheduled transfers are often repeated without ever scheduling them, or deleted completely. One transaction reoccurred two days in a row. You can bet I will be getting a letter from the bank I'm making too many withdraws from savings, because of their mistakes. They have had issues with their IT department from the start. Six months ago they announced a complete change in their digital banking system. I felt I would give them a chance to step up to the plate, and see if they could compete with the big banks. Again they have failed to meet my expectations of what a bank should offer. I have another friend who has Westerra, he is also ready to close his account because of the same issues. If you don't use mobile banking apps or do online banking, then this bank may be suitable for you. However if you need mobile to online banking avoid this credit union. This credit union has a lot of growth to do on it's IT side before it's ready to compete with the big banks. I will be closing all of my accounts with Westerra and moving my money to Chase bank. I have very serious concerns about the security of my transactions and my accounts in general. read more

I made a large online purchase with my debit card yesterday and then later in the day my card was declined at multiple places despite there being plenty of money in the account to cover the charges. When I reached out to them today to inquire, first I had to wait on hold for nearly 30 minutes just to speak with a live person (hire more people!), then I was told that they tried to contact me which was a lie (hire honest people!). After looking into things further she then said they didn't have my phone number and were therefore unable to contact me. This was also a lie as my phone number hasn't changed in 20+ years. To make matters worse, the lady I spoke with was totally unapologetic and rude (hire competent people!). After more than a decade of banking here I am looking forward to closing my account on Monday. read more

The head of their call center has only 7 years pf experience in banking and it shows. The phone reps are rude and not helpful. Their technology is from 1995. read more

I have been a Westerra customer for 3 years or so and all was well until December. I had been using their bill pay service to pay my bills when, suddenly, my payments to two companies were no longer being made electronically. Westerra was cutting physical checks and mailing them which made my payment late which then incurred a late charge. Keep in mind I had been paying my bills this way for 3 years. Did I get a notice that they were doing this? Nope. Then, just as suddenly, they started putting a $100 hold on any deposits not made through direct deposit. I get rent checks from my tenants so direct deposit is not an option. When questioned, they said they were experiencing massive fraud with their system so had put a two day business hold on $100 of the deposit. When questioned further, I was then told it is a Federal law that they withhold the $100 which is BS. Never has a check I deposited bounced and I have been doing so since I opened the account. Suddenly, WITH NO WARNING, they now withhold MY money because they can't get their shit together with their on line banking. Needless to say, I will be closing this account and finding another credit union to handle my banking needs. read more

I've been a member of Westerra since 2012. My house flooded and they were the only bank to loan me money to repair the damage. So grateful. I also have a mortgage through them. This week, online banking has not worked at all. I check my bank account and make important transfers every day. Having no online access is REALLY inconvenient. read more

Stay away from this bank. I trust them with my money but they don't trust me to secure a loan without handcuffs. Our debt to asset ratio and credit score more than make us an ideal and trustworthy candidate for any loan and yet they keep changing the rules and even making them up as they go along on a loan product no one seems to have the answers to. We feel #discriminated and unappreciated and will certainly be taking our money elsewhere. They tried very little to help us secure funding and did little to show we were valued customers. Badly done #WesterraCreditUnion! read more

I went to this branch hoping to have a better experience than I had had at the Aurora branch. I met with Bobbi Gallegos over the IRS issue the branch manager at the Alameda branch, who wrote a letter about me paying already for the first delinquency letter from the IRS. I received a second and Rachel said she could do nothing further I would have to contact The IRS Today the app to reschedule or cancel was not working so I called to cancel The person who answered took the time to listen and figure out what no one in 4 months could do I now have a COPY of the check paid to the IRS back in March A COPY that I was told that DIDNT exist Way to drop the ball Westerra this could have been resolved and a complaint filed with NCUAA... read more

Westerra Credit Union has the worst customer service I have ever experienced in my life. Once the loan went through, they no longer cared about helping me. They did not show me how to navigate my HELOC loan. I went to a branch since the call hold time was 40+ minutes and the line was out the door. I would not recommend this place to my worst enemy! Sheri Ivie was not helpful at all and really frustrated me in every contact I had with her. read more

Never under any circumstances should you join this credit union. I have been plegued with fraud alerts through Westerra. When I speak with Westerra call center and supervision, the supervisors blame Falcon the third party fraud people. I am of the opinion that Westerra hired the third party and Westerra is the controlling entity and I am a member of Westerra. Westerra does not support the member as the important factor. You can do far better than Westerra. Tyr Air Academy, Security Service, Navy Federal or Ent. These folks never let me down. read more