OnPoint Community Credit Union

I really appreciate Kerensa on the team! She helped me with adding my new credit card to my online banking and was so patient with me. It’s also super helpful that she speaks Spanish!

They were the best at some point in time. They had the best auto / home loans in the market and great service. HOWEVER, those days are gone. I have charges made to my ATM card for a service that I have no idea what they are for. The company is linked to them, and I am having a hell of a time fixing the charges. Over $750 in charges. NOTE: I don't use my ATM or any checks from them. So the service had to be affiliated to one of their offers. Also, while trying to fix the issue, the receptionist hang up on me. CHECK YOUR STATEMENTED CAREFULLY.

I’d say that OnPoint as a whole is a pretty great credit union. I’ve been a member for 5+ years and for most of those years I’ve have had nothing but good experiences at the Eugene branch since I’ve moved down here. I recently went into the McMinnville branch with my mom on a Saturday to translate for her as her English isn’t very good. She’s been a member as long as I have since she originally helped me open up my account when I was a minor. All she wanted to do was setup a checking account to setup direct deposit and she also has a joint account with my dad but only has a savings so I thought it’d be a quick process. (Happy ending at the end)nnKerensa came out to get my mom and started speaking to my mom in Spanish. My mom then looked at me because she could barely understand Kerensa’s Spanish (again, my mom’s only language is Spanish so for her to not understand...). I tried telling Kerensa that I was her son and was there to translate for her. She said straight to my face that if I had no official business with my mom and wasn’t signing anything that I’d have to go wait outside, that I couldn’t even wait in the lobby.nnWith the whole COVID-19 thing that kind of made a little sense, but using common sense one could realize that there wouldn’t be anymore of a danger to herself or anyone else given that I’d been with my mom all day. Along with the fact that me being with my mom gives her a different level of comfort and insight that a stranger can’t. Out of respect and astonishment, I went outside and waited for 40 minutes hoping for the best. Finally both my mom and Kerensa walked outside and were gesturing me to come over. I thought that maybe I was wrong in assuming that my mom needed me there with her and that they were able to figure it out.nnBut no, Kerensa was saying that my moms Oregon ID didn’t match her Mexico passport, nor her social security card and that she’d have to go into the DMV to get her ID changed and talk with the IRS to get her SS card changed. It doesn’t take a genius to realize that her Mexico passport shows both her birth given surname and her spouses surname(what’s on her Oregon ID), so of course her Oregon ID wouldn’t have her birth given surname. If I hadn’t been there for that conversation, my mom might be wasting time trying to contact the DMV and the IRS to make unneeded changes. For that “bilingual” banker to have been with OnPoint for almost 6 years, I would’ve expected a whole lot more knowledge and willingness to accept help by seeing the big picture.nnMy mom just wanted to leave as she was upset and embarrassed because she felt that her being told that her forms of ID didn’t match was pretty much her being told that she’s illegal (which she’s not). I asked her in the car how her experience was and she said that Kerensa was pointing at things and explaining things that my mom didn’t understand because of the language barrier.nnI called Brad the branch manager the following Monday explaining what had happened and he sincerely apologized, offering to make things right the next time that we were in. My mom didn’t want to go into that branch anymore because of her previous experience. So I talked with my Eugene branch about what had happened and they let me know that since my mom was already a member in two joint accounts that all she needed to open up a checking from her savings was her Oregon ID.lolnThey got in touch with my mom, apologized again for her previous experience and were able to get her squared away with what she needed.nnI just feel bad for the past and future members who aren’t English speaking and will end up dealing with the same “bilingual” banker to then again end up not being understood.

Awful customer service. No one knows what they are doing!!

After over 20 years at this institution I may finally be at the point of closing all my accounts and leaving. There has been increasingly frustrating things over the past few years. The final straw was today after sitting down with their business account specialist Valyrie. At the beginning of the summer she told us several things we needed to do. After doing those things appears she doesn't understand the way businesses work or her own bank for that matter. Her recommendations have had negative ripple effects that will take months to fix and clean up, costing me thousands of dollars in deposits as well as having to pay my biller all the extra time to do that. All I got pretty much was a shrug and oh well.