Arrowhead Credit Union - Victorville, California

Jero

My online application was denied due to there inability to "verify" my information. So I called them to see what information couldn't be "verified" and the woman over the phone said she couldn't give me more information other than that. I asked her if it would help if I went in physically went into one of there location and she said "sure if you want" which I find her response damn near comical.

So here I go into this location and not only was the teller but what I assume to be the "manager" were both too incompetent to tell me exactly what information couldn't be verified. At the same time both were very dismissive about the whole situation. Mind you I bank with 2 other major banking institutions and have credit cards with other reputable banks and my "information" has never been an issue.

The overall lack of professionalism was very disappointing. I was initially excited to join ACU and had even received a "referral code" from a friend that has banked with them for years.

All in all this hasn't discouraged me form finding a credit union that values new members.

Larry O. L.

I love this Bank the management James & all employees including security Mark are amazing people . Like the kind of people you want to put on your Christmas list or invite to you 4th or July party I don't hand out 5 stars often but today Arrowhead union get it the bank was closed & not only did they do a transaction for me they went out of there way to help me with some fraud that took place on my account . Truly they care about not only there customers but there Dignity just for people in general is is absolutely awesome.
Customers service is a lost art now a days but "James" the lead manager & if he is not he should be & Mark the security are amazing. Arrowhead needs to recognize them & offer a wage increase for there great stewardship and loyalty to the company

Olga V.

I usually go and use the drive thru ATM so far my experience has been good only time was when the ATM where not working call the bank to ask if they where now working, customer service lady wanted my account to tell me the information. Dont think it was necessary when it's a 30 minute drive for me to get there. The plus is that any unusual transactions get caught right away and you'll know cause they block your ATM until you verify the info. Great plus. Also you can open an checking account with $25 And no monthly fee if you use e-bill pay and e-statements. Second chance banking you need to open a savings account first then after 6 to 12 months you'll get approved for checking once you deposit required amount and stays in account for said months. Eventually works like regular checking acct. Picture posted is for a question someone had about paying another customer hope info helps. Good luck.

Mauricio F.

So I would like to start by saying that I hardly ever make reviews which is probably a bad thing I should start making them more often, but I do wanna shout out Gisel Panuco Who assisted me today in opening up an account with arrowhead and not only was she approachable and so kind and so sweet, but she answered all my questions. She didn’t rush me, and she completely explained everything in full detail. Thank you again Gisel so much for showing me that customer service is not dead and you’re a prime example of someone that shows exemplary customer service!!

Mercedes M.

Don't bank with them they have OUTRAGEOUS fees, terrible customer service and don't pay attention to checks being cashed. We had them for years and their fees are just getting out of this world. They took 31$ FEE from my savings plus 91$ dollars transfer from savings to checkings. Which I never authorized. Never again, taking my money and closing my account this week.

Raul C.

I understand that you want customers to know about the coin machine but your tellers at the window telling your customers to use it rather just depositing it at the window is ridiculous. I did not have much coins as well. I'm already at the window. Why not just get it done

Farah M.

Fast and efficient! Customer service was amazing. Chyrshelle assisted me with an auto loan and made everything flow smoothly and explained everything very well. Love banking with arrowhead!

Samia A.

Nice security . Horrible bank
1. FEES :I had a account I used for business I had a fraud claim from a customer. I showed ACU the traking to verify it was fake..they sat there collecting NSF fees even though I showed them proof they returned some of the money (just some).. but they refused to block the fraudulent claim Im sure it was because they are making bank off of it. ($35x7)
They were like oh well.

2. JUNKY ATMS : They look new but I went thru the drive thru atm and it didnt give me my money. I went inside talked to a manger , no help. I had to wait 30 days to get it back. Later I felt there was no way the other one was broken.. I deposited $440 the atm broke gave me back half. I had to wait another 30 days to get the rest of my cash back one of the staff said it happens all the time. They were like oh well.

3. MIXED POLICY BASED ON PREJUDICE: To be a part of the Union you need to either : work worship or live in the area. I work in the area. and I have a a place up here however I also have a town home down the hill I use my place down the hill for anything personal to avoid fraud Ive lived there for years but I still work up here, so I still qualify to be a member the manager at the time made it seem like people cant have 2 homes an demanded I give him my address in Victorville like he was inspector gadget and I was comiting fraud. I had to offer to give him the utility bills for both address even though I opened the account with my other address had been a member for over a year and should be allowed to be a member being that I work in the area oh well again.

4. CREDIT REPORTING: Ive had 2 credit card account for years, I wasnt late ONCE.. except for then I was sick in the hospital. I let them know, we are in a pandemic, other banks understand that they added the late to my report and refused to work with me on it. oh well again

5. CUSTOMER SERVICE, I applied for a credit card and was declined I knew my credit was sound so I asked the rep to please contact the re consideration line, she refused. They are also kind of rude, it wasnt her job to approve or deny it was her job to contact them. I called them myself and was approved 2k credit card which by that time I was like F it.

A bank is a bank but there are so many choices out there pick a bank thats more on the human side because you never know when you need that.

UPDATE: I see below in the response that ACU has reached out for me to call. Each time one of my incidents happened I spoke to a manager. A total of 4. If there is a break down to the expectations on customer service and valuing the customer and understanding building banking relationships is not one sided then it comes from the top and I see no point in speaking beyond that.

This is a valid review on my experience. The complaint has been fdw to:
Yelp
Consumer affairs
BBB
FDIC
Federal Trade Commission
National Credit Union Administration