OnPoint Community Credit Union

Horrible customer sevice. They wont allow over $ 5,000 cash to be withdrawn. What kind of bank doesn’t have more than $ 5,000? Joke of an institution will be moving my accounts elsewhere.

If I could give no stars I would. I just needed quarters but since I’m not a member no such luck here. It’s literally exchanging money — a $ 20 bill for 2 rolls of quarters. The line I got was «we only have enough for our members.» So I drove up to Wells Fargo, no questions asked. Got my quarters, now laundry time. It should be noted I don’t bank at either location.

I moved to this area and opened an online checking account. When I hadn’t received any debit in card in the mail after 2 weeks, I went into the branch. It turned out they had sent it to the wrong address. Rather than giving me another card so I could access the funds I had already deposited, they made me wait over 45 minutes while checking my identity online, since I opened an «online account». After depositing a larger check, they told me it would be «available» in 2 business days. After 2 business days, they told me the funds were not available and grilled me about what type of check it was, an out-​of-​state check from an educational institution. Finally after speaking to customer service, she told me it would take 7 days or «their discretion» to release the funds to me, which they were not doing. I have never had such poor customer service at a financial institution. I am already looking at other banks/​credit unions after 3 weeks at OnPoint.

Like a previous poster I also had the misfortune of receiving a new debit card that had to be activated. Unlike all my previous cards during my 34 year relationship with PTCU/​OnPoint this card did not come with the familiar sticker with an 800 number to activate. Nor was there a web address shown where I could do this online — instead I was directed to use it at an ATM to activate. Quite frankly, I can count the number of times I visit an ATM during a year on one hand — often with one finger; which is exactly the message OnPoint is sending me by this ridiculous procedure. Instead of a tried & true phone activation (which all my other cards still use BTW) the responsibility & cost has been pushed back on me.
So today I took the time during my lunch hour to drive over to my nearest branch. Off course, all three of their ATM’s were offline, so I stood in line to speak with a teller… who apparently mistook me for caveman when I asked her to activate my card. She was unable to do so & couldn’t fathom why I just wouldn’t go to an ATM to do so,; despite my pointing out that all their machines were down.
Back in the office, I called OnPoint Customer Service & after a 14-​minute wait finally got to a CSR. She was obviously related to the teller I spoke to earlier — another pregnant pause while she tried to comprehend what rock I had just crawled out from — and eventually stated there was no way for them to activate any cards over the phone. She was somewhat helpful by explaining I could use the card in any transaction which requires a PIN, so I that will be my next course of action. I don’t hold out much hope however as undoubtedly the sales clerk at said upcoming purchase will be bamboozled by my trying to use their card reader as an activation device. Stay tuned for more «Adventures in Unbelievably Poor Customer Service»!
**UPDATE 10/​10/​12** I walked over to the Home Depot next door today & used my debit card to buy some cleaning supplies. Opting for the self checkout (in case something went wrong this would spare some poor sales clerk from undeserved angst) I slid the card through the reader, entered my old PIN & processed the transaction… completely without incident! Why the sticker on the card didn’t simply state «Use this card in any regular debit transaction and it will be automatically activated with your existing PIN» is beyond me. There’s no need to find an ATM, no need to go to a branch, & certainly no need to call customer service! In fact, I should have been able to use it at the teller window yesterday to grab some cash as they are all equipped with a card reader.
Someone needs to educate the OnPoint tellers of this fact AND rewrite the activation instructions so people who aren’t banking wonks can understand. Instead of a convenient new feature that should have been practically benign to the user they undoubtedly managed to confuse the hell out of a bunch of customers with misdirection. Humbug!

I love this bank! The people are always nice, and very helpful. They always make me feel like I am an important customer :)

Once Onpoint took over from PTCU the customer service went in the toilet. I spend my summers in NC and I had to get a replacement debit card. You have to use the card at an ATM in order to activate it. Well, I live an hour and half from a ATM. I’m in boonies. I called the bank and asked them to activate it for me and change the pin. They refused. It’s not like they can’t do it, they can. I had to take 4 hours out of my day to find a fucking ATM, which then charged me $ 3, and not to mention the gas money! Then there was no way to change my pin like the representative at the bank told me I could do. It just pissed me off. After 30 years here, I’m ready to move on.

This one is like two credit unions in one. They are on an strip mall peninsula so you can enter on either side of the building, there’s an ATM on both sides, too.
They don’t rush you but the line moves pretty quickly.