SleepyInIL
Customer Service Lacking - Take your money & run, don't walk, to another institution!
The customer service is incredibly poor! Not recommended. Del-One recently acquired another local credit union. It takes a little time to make things run smoothly after an acquisition/merger, but the changes should be positive and improve the business operation and customer experience. This has not been the case. While the credit union has been busy posting PR material on Facebook about events they support and meetings they've attended, we (a customer) had a need to TALK to someone regarding some time sensitive business and have been unable to do so. Have been trying for at least 4 weeks (not an exaggeration). Since we live out of state, we can't stop by one of the local offices. They have transitioned to using "Breezy" the bot when you call. Bots are fine to a point, but YOU CAN NEVER REACH A HUMAN WHEN CALLING THE CREDIT UNION. We have been trying for SEVERAL WEEKS to speak to someone. WE HAVE WAITED FOR AS LONG AS 45 MINUTES ON HOLD without a call being answered. Expecting a callback in an hour as the recording promises? Nope. We HAVE NOT RECEIVED ANY CALL BACKS. Oh, and just wait 'til the bot transfers you to ANOTHER recorded message! Lost or stolen credit card? Have a problem with the Del-One app? Yep - you are directed to CALL THE SAME TELEPHONE NUMBER THEY DON'T ANSWER. Went to the website and tried to use the online chat. Apparently, this has been outsourced to a call center where there are only two people dedicated to Del-One. It was unclear if the chat was encrypted and since it's an outsourced function, how much financial information should you share, not to mention they are unable to resolve specific banking issues. If the goal was to never interact with customers, congratulations, job well done! We are seriously talking about closing our accounts and transferring our business elsewhere. We don't understand how a good experience for 20+ years could turn into a BAD experience in less than two months. Take your money and run, don't walk, to another financial institution. Definitely not recommended, stay away!