Union Bank

I don’t know about the old bad reviews, but I have been banking (for work) here for a couple years now and I love the staff. They seem to make it a point to actually learn customer’s names! Can you imagine that? They are friendly and polite all the time. They go out of their way to go the extra mile. I have to go in at least once a month for work and need to get some cash in very specific combinations. I am sure the have better things to do than count out dollars, quarters, and pennies, but they always help me with a smile. I have not had a single bad experience. I can’t say that about my personal bank (BofA). Maybe I need to change banks?

I would give them zero stars if I could. The building is nice and new but customer service here is HORRIBLE. I realize that big banks usuallly don’t provide as great a service as credit unions, but mid-​size banks like Union seem to be worse than the big banks. Suddenly Citi, Wells Fargo, or Chase don’t seem like such bad options after all. While Union is nice on the surface, especially since it is in a new building, after dealing with them I came to the conclusion that they are not knowledgeable and hence inefficient since the customer gets passed from person to person as they try to find someone who can help resolve the issue. I’m not sure if this is related to their being a new branch and not getting all of their folks up to speed yet on customer service and training. I had a question related to some funds in my account. I had to speak to 4 different customer service reps and got hung up on by the last one with no resolution to the problem; those who could solve the problem were conveniently out of the office even though this issue took place during prime banking hours. The bells and whistles of a new facility are not worth it if the customer service skills of the employees are subpar. By subpar, I mean that employees lecture customers, cut them off without giving them a chance to finish their sentences, insist that the bank is right even though the question at hand is not an issue of right or wrong but trying to find out the why or what. For a bank trying to gain a foothold in the local community, and for one which prides itself on superior customer service (at least according to their website), they have failed on all accounts. The number one rule of customer service is the customer is always the customer. A happy customer will come back; an unhappy one will tell all of their friends about it, and that type of viral marketing is not exactly good for business. I think that this experience would have ended much better if the employee acknowledged that they could not solve the problem and would escalate it to someone who could and left it at that without any of the lecturing, reasoning, over explaining etc that wastes time, which is an all too precious commodity. I’m a bit frustrated by my experiences thus far and feel like this relationship may not be worth my time or money.

Any city, any town, I can count on Union Bank being there for me. Old reliable.
Typical bank with ATM in the front and a drive through ATM. If you have a truck or SUV, I do not recommend the drive-​through for you. Save yourself some dents.
One bit of advice, be careful when driving to this bank. The city installed plenty of red-​light cameras at near by intersections. I’m going to the bank to get cash, not lose some. You have been warned.