Monterra Credit Union - East Palo Alto, California

Sina Shapiro

I recently worked with Patricia to secure a loan and I couldn't be happier with the service I received. She was extremely knowledgeable, professional, and efficient. She took the time to explain the entire process and what challenges to expect as this loan was for a specialty vehicle. (Not an easy loan) She went above and beyond for me, I felt like I’ve known her forever. I highly recommend this bank!

Dee Dee Mitchell

My sister and I had been asking our mom to open up an account with San Mateo Credit, now Monterra, because we believe in the benefits of using a credit union. Finally she decided to join, so my sister took her to their local branch in East Palo Alto.

Unfortunately they encountered Patricia, who was extremely rude, and greeted them by asking them what they wanted and thought it necessary to tell them that she was assisting the manager with closing the branch, 45 minutes too early, with food dropping from her mouth as she spoke to them while eating at her workstation.

Patricia continued to eat and tell them she was helping to close the branch; also claiming it would take over an hour to open an account and stated it was 1:15 PM. The posted time of closing is 2 PM, and it doesn’t take over an hour to open account.

Of course, after such a poor first impression our mom was ready to leave but my sister reminded her that this character was not the credit union. Then Patricia, still eating, faked concern for my mom by drilling her, in front of my sister, about is someone forcing her to open an account.

If Patricia was really concerned for this elderly woman’s safety, she may have wanted to take her aside away from the person she eluded was forcing her to open the account. Our mom was livid at this point.

I received a text from my sister describing this travesty of customer service skills and I told her to speak with a manager. Meanwhile, I attempted to call the East Palo Alto branch but there isn’t a direct number, so I spoke with customer service in the corporate office. The woman I spoke with was professional and kind. She apologized profusely and asked me if I could get the name of the person assisting my family. I was told the matter would be escalated.

My sister’s encounter with the branch manager, Tina Schneider, was the complete opposite. Tina gave my sister about a minute of her time and then proceeded to tell her she had to take an emergency call, did not apologize even once , but simply stated it was a training issue. What is more emergent than a customer being treated rudely by one of your employees?

Last week I received a follow up phone call regarding the matter from Tina Schneider, and because she did not give my sister the proper attention at the branch, she assumed I was my sister, I guess the different names did not clue her in.

Tina talked for several minutes explaining that Patricia was very apologetic even though she never apologized to our mom. Tina reiterated it was a training issue and that Patricia was spoken to, and kept stating she thought the matter was resolved.

Eventually, Tina allowed me to speak. I let her know that I was not the same person she spoke to in the branch but that I had been with the credit union for about 20 years. The most interesting thing about Tina was that she did not show any angst about the outrageous encounter until I asked why she did not apologize to my family that day. She became defensive and used the words “accusing her” related to being told my family said the manger never once apologized. As I told Tina, this says a lot about her mindset on customer service. A new customer being treated rudely and almost leaving did not rile her, but her being told she never apologized was a major factor.

Is there any wonder as to why Patricia felt embolden to treat customers poorly? Customer service is definitely not a focal point at this branch.

It has been almost two weeks and corporate has not followed up but says the matter is under review. Tina claimed she would be back in touch because my mom and sister missed out on the new customer incentive because of the ordeal with Patricia. I haven’t had anymore contact from her either.

The Redwood City branches are much more customer service oriented.

Uriel Hernandez

The ATM used to accept cards from other banks and was very convenient for the community. Monterra does not accept other cards at their ATM and is therefore useless to most of the community.

Arthur Shir

Branches in person are great. But their phone call support is unknowledgeable, unhelpful, and condescending, which I was pretty surprised to see. Recommend they reevaluate their training process

Ben Skelton

The only branch that will help you out, don't even try Redwood City if you are black or brown.

Miguel Morales Hernández

Excellent treatment and kindness towards the client.
It was very easy to open an account.

También Hablan Español!!

Jocelyne Gonzalez

I was amazed by Patricia Reynoso's excellent job. She has a great personality & she made all my financing process very nice & smooth. She kept checking up with me & updating me on my case. She's very organized & her work is very professional. She's always smiling & her customer service was absolutely amazing. Excellent job.

Sacramento Real Estate agent Perepelitsa

Back in September this year I had amazing transaction with San Mateo Credit Union loan rep Angelica Luna. Entire loan went absolutely flawlessly, communication was 10+. In fact Angelica would reach out with updates on loan status by her self, witch usually doesn't happened. Many times as an agent I would always have to call first and ask lenders hows everything going. So Angelica went above and beyond. It was pleasure working with her. Thank you