Xceed Financial Credit Union

So. Three months after closing my account, Xceed sends me an e-​mail asking about my experience. So here are my highlights, dear readers:
1) One teller was on duty the entire time I was there.
2) I was the only customer the entire time.
3) Despite that mash-​up, you made me wait five minutes to do my thing.
4) In the MIDDLE of my thing, you made me wait another ten minutes while you fixed the copier!
5) Everything was done on paper, so who knows if things got to the right people, considering my name is still wrong. Or, more importantly, if it got to the IRS correctly, considering there are tax implications with this account.
6) The teller wrote my balance wrong, and almost short-​changed me $ 60, until I pointed it out. Then, rather than redoing the form, she just crossed it out and wrote a new value.
7) I got no notice that money was being taken from that account. My health account. Which I needed when I was in the ER last spring.
8) You wouldn’t let me change my name via mail, like every other bank I’ve used.
9) You wouldn’t issue me a new card for my health savings account over the phone, you told me I had to go in. WHO DOES THAT?!
10) All paperwork indicates my name change is not complete, despite three months of processing time. The name on the e-​mail was my maiden name, which I changed at the of close.
So don’t join this bank. They have so few branches, and if they won’t give you a new debit card via mail, you may find yourself unable to see your money ever again!

I opened a checking account. Somewhat straight forward process except for the ‘you have to wait 30 days to use your money’ comment I was given. Say WHAT? ‘Oh I think it’s three days actually.’ Hmmm. Then the fun began. I went to the mall one day and made some overdue purchases and when I hit my limit for the day was declined. Called in, was told that this was the reason, OK, makes sense. Can we increase the limit? Yes. Problem solved? No. I go shopping again the next day and was blocked again. I call in. After spending an hour at the Macy’s counter with several attempts to get a purchase to go through, the answer I was given was that the fraud check department was a bit overeager. Mind you I had already replied to their automated phone call acknowledging that yes, I had made those purchases the day before. Seems no one checks that automated system or that information goes into a black hole. I was given the 800 number for the fraud check co by this new associate and told I could ask them what their criteria was. Say WHAT? How come Xceed doesn’t have a manger haranguing the fraud check people immediately after this report of excessive interference? You think it’s over? NOOOOOO. The next day I decide to return for more purchases, and you guessed it, again, blocked by the fraud credit unit again… It was ‘fixed’, yeah? ‘Fraid not. I spent another hour on the phone solving this latest and greatest blockage. I told the last rep that I spoke to that if my next purchase didn’t go through, I’d be closing the account. The next day I went to get my car washed and you guessed it, got blocked again. Say WHAT? Xceed, what gives with your inability to reign in your third party service? Why don’t you escalate this quickly or have proper methods to solve problems quickly? I am a fan of credit unions vs. ‘Big Box’ banks because these too have poor processes and treat the customer poorly. But Xceed would be the first credit union to act like ‘Big Box’ bank with the same broken systems and cluelessness. I am way beyond disappointed. And you would think that my rather large monthly deposits would be worth it to try and hang onto. Guess not! If you ever want help ironing out your processes which are clearly broken, please feel free and contact me. It is what I do. I would be happy to help you actually fix this. Please don’t write a comment here about how you are ‘so sorry’ this happened. The only action that will make me believe that you care about your customers is to be willing to undergo some major serious changes internally. Because whether or not you understand it, that is where you are. Things are a mess xceed. Time to clean it up.

They are super nice here!

The people that work here seem very nice. However:
I attempted to withdraw $ 200 from their drive-​up ATM. I waited for many minutes as the machine made noises before finally showing an error message. I went to another ATM to do my withdrawal.
And then several days later an extra $ 200 was deducted from my account! They didn’t even attempt to call me or notify me in any way. I called and they said that their ATM came up $ 200 short so they assumed that it must have gone to me. They refused to credit my account while investigating.
After another day during which they reviewed the ATM video I got my money back but this «guilty until proven innocent» experience just left me fuming mad.

I made a $ 300.00 CASH deposit last week
I counted out $ 300.00 myself in front of the teller.
I made the deposit and have a receipt which confirmed the transaction and the amount of $ 300.00.
I received a phone call stating, «the money counter only counted $ 280.00.»
and, «Sorry, we looked everywhere for the $ 20.00, but we couldn’t find it.»
The credit union has deducted $ 20.00 from my very own checking account due to their error? Say what?
So I’m out $ 20.00? What a crock!
Disappointing, I will never return, nor would recommend this place.
Besides myself counting the money, what bank teller doesn’t count it themselves?
Terrible!

I just became a member yesterday and I can already see this is the start of a beautiful relationship. The folks at the Mountain View, California location made my first experience with a Credit Union informative, hassle free, and friendly. The Financial Services Manager Matt Butler, and personal bankers Eileen Alvarez and Phil Davis explained in great detail what my options were to get auto loan financing. The communication was consistent and efficient. With their help, I was able to get the best terms possible. How many institutions can provide superior service like this? It’s obvious to me that Xceed Financial can! Thank you Matt, Eileen, Phil and all the friendly staff at Xceed in Mountain View. You Xceed-​ed my expectations!

Whenever I need a break from my office and in need of cash, I walk over to the bank. It’s conveniently located next to several stores, such as Target, Whole Foods, Trader Joe’s, and etc. The area on this street isn’t so busy (although El Camino is). They also have a drive-​thru section to get cash. My only complaint is that there’s only one ATM machine so if there’s several people, you have to wait a bit but I never really run into that problem, so no big deal!

This is my go-​to credit union in the Bay Area. From opening an account to finding someone to talk to about funding a small business; the team is dedicated to making sure you are informed. I love going into the branch to make my deposits because they really treat their customers well. Since I greatly prefer credit unions to banks I did quite a bit of shopping around when first moving to the Bay and knew I found the right place when I received very a very high standard of customer care from the Mountain View team.

If you need a Credit Union, go elsewhere. It should have been a sign when it took me 3 visits to set up a Savings Account. Not to mention that I received an email in February that said my online banking was set up and after hours on the phone, I am told that I have no online access and my statements were sent via email. So then, I tell them that I have never received the statements any of them. What kind of bank can’t send you statements?
Retarded, Incompetent Financial Institution and Staff. Oh and not to mention, I have had to call twice to have my email changed. I should have known when the banker asked me for additional information to set up an account that was already set up that this bank is absolutely incompetent because they don’t even know what they need to set up a savings account. I only went here in the first place because I thought the location was convenient. I will be taking my business elsewhere.