Verve, a Credit Union

I am extremely disappointed in the service I have received over the course of the past year since Verve took over Community Credit Union in La Crosse. I have been a customer since 2011, when I joined Community Credit Union as a customer because of how impressed I was with their customer service and consideration of customers. However, since the transition, I have regularly gotten flat out wrong information from the call center and the individuals working the counters at the La Crosse locations along with unhelpful service. I do not know if this lack of good service is due to Verve being a larger credit union now and not close to it's customers, or something else. I can say that I have switched to a national chain bank now and am extremely satisfied with the service and help I get there. I would expect the opposite to be the case with a national bank like that. The biggest issue I currently have right now in my review below is how long it takes to get the title and lack of information I got regarding my loan. I fully intend to close my last account out with Verve once I finally get my title from them. I was very dissatisfied with the fees that started popping up and the change in my loan where I could not pay out in advance; instead there was a maximum of four months or so where a payment would be due, regardless if you were ahead on your loan. I could live with these changes, so it wasn't a huge deal for me. The final series of straws that ensure I will never bank with Verve again was the headache and flat out terrible customer service I received when moving to central Minnesota from La Crosse, WI. Initially, I wanted to update my contact information so that I could still get my statements. After talking to two tellers, I finally called the call center and was able to get it changed. The tellers, over the course of two weeks, never changed my address. Secondly, I needed to change my PIN number on my debit card since I had forgotten it. I called customer service to hopefully get help doing so, and was told I needed to go to a branch to change it. I informed the representative that there wasn't a Verve close to me and that I wouldn't be in La Crosse for some time. She then told me that La Crosse couldn't change the PINs anyway, and that I should just go to an ATM and start putting in different possibilities until it locked me out. Seriously? Lastly, I paid my loan off in the end of August on my vehicle. I was told I could call and make a payment without any fees or hassle. I called in to do this, and was told there would be a fee for a third party to process the payment. I informed the representative that this was the first I had heard of this and the previous individual I talked to had said there was no fee. To her credit, she waived the fee for me since there was miscommunication. It has now been five weeks since my loan was paid, and I have yet to see the title. I called last Friday and talked to a representative and told him I had been instructed to call if I had not received it in a month. He was kind and tried to be helpful, but he couldn't give me a lot of information. His excuse was that the folks in charge of the titles were behind. To me, this is unacceptable. When paying off my first loan with Community Credit Union, I had the original title in a week with a letter stating the lien was released. It seems no one can give me a straight answer regarding sending me (in Minnesota) my original Wisconsin title so I can take it to the MN DMV and get a new one. The MN DMV instructed me to get the Wisconsin title once the lien was released and bring it to a local DMV to get a new MN title. I am currently in the process of playing phone tag with a manager in their title department since I work during Verve's office hours. To her credit, she has called and left me a message for me to follow up with her. Honestly, it should not be this difficult to get a title for a vehicle that is now mine and paid for. This is unacceptable service.
10 years ago (28-09-2016)