Credit Union 1 - Abbott Branch

Last night (01.22.21) Lei Luafulu at the CU1 Abbot location stayed all the way until 7pm to help us get our loan settled for our car so we could get to work that same night! And she was very patient, diligent and very very kind! We appreciate you Lei! And she also offered to come in on her today off (today) to help us get our credit card! She's the reason we're able to get the loan for our car and help build our credit with a new credit line all the 2 hours! Her hard work and dedication has been phenomenal!!nnToday (01.23 21) we were helped by Wolfgang Roberts (i believe was his last name), he was very polite, and explained out new credit line thoroughly and quickly! Thank you for your great and quick service!

They place excessive holds on your deposits even with proof of funds. I filed a consumer financial protection bureau (CFPB) complaint against them and will be moving my accounts away promptly.

Sunday, Old Seward branch is closed so, we went to Abbott -the main branch. Very Poor customer service. Karen maybe was her name who seemed rushed with what she’s doing, never asked if is there anything else she can help us with. She didn’t repeat to verify to customer what needs to be done which caused a transaction that needed to be redone. She shut off the camera. I need to push the call again coz I’m not done yet and another staff took over. I told her, “Where’s Karen? I am not done yet, aren’t you supposed to ask if there’s anything else I need?” The second staff said she can’t hear me, so I spoke louder. She said I needed to turn off my truck so she can hear me. They should have told me that in the 1st place or should you then put a sign on the drive through to turn off our vehicles if your staff cannot hear? I am already frustrated from the 1st staff and here comes another who took over who cannot hear me, I admit I yelled out what I needed to be done. Few minutes later, she asked “is there anything else I can do?”, I replied, “ let me see my statements 1st so, I know “. How can I know if they did what I asked if they didn’t tube back my transaction slips?nSarcasm?nn1st, I apologize for my short temperament.nnThere’s a room for improvement and to be honest, Old Seward branch knows best in their “scripting” with customer from start to finish.nnPlease repeat to verify to customer what needed to be done, reconfirm which account goes to what.nnDo not shut off your camera or screen when customer still in the zone. Seems like McDonald drive through is way better with this.nnI understand it was almost closing time, why did Karen seemed “rushed “? Are your staff gonna be in trouble for overtime?nIf this is the case, overtime policy may need to be revisited as staff may be prone to poor customer service and or mistakes if they worry about the overtime.nnI’d be willing to talk if needed regarding this event. As there was another transaction in the past where Old Seward referred me back to main branch about guardianship account. The staff does not know the process and wanted me to go to Abbott in person (I was just inquiring what’s the process/requirements . Well, I just had the guardianship account at Alaska USA, branch was able to do it that easy.

I don’t know what order of operations they’re following right now, but we sat for roughly fifty minutes, twenty of which were at the window, while four or five of the cars that were behind us cycled through before we were finally helped.nnWish we’d gone to old Seward, there’s always a line but they understand how to process people.

Customer service and support has always been great, in my experience! Plus they are really an Alaskan based business!