Poor Customer Service, Poorly Designed Online Account System

Had (note the past tense) over $40k in IRA CD's there and also had the regular share accounts.

I moved it all out.  Their "bonus rates" seemed above average, but don't be fooled.  The renewal rates are low, and they know it, so they place obstacles in your way to keep you from withdrawing funds after the initial bonus rate expires.  Their paperwork nightmare and customer service hassles were simply horrible. 

Can't ever get anyone who knows anything on the phone.  Punch in all the account numbers and verifications you want, some call center employee eventually picks up, asks you the same info you just punched into your keypad, verifieds a whole bunch more info, and then asks "how can I help you."  The asnwer will be that they cannot help you and they transfer you to somebody's voicemail. Never a person who's actually available. 

When you set up online banking, you cannot select your own password.  They will assign you one and mail it to you.  (yeah, snail mail.)  You cannot even change it after you get the mailed one, they have to assign you a 10-character password that's a jumble so you cannot ever remember it.  And they snail mail you that, too.  (Kinda defeats the purpose of online banking if you have to mail everything... what's the point of a secret password if I have to write it down in clear text on a post-it ...)

They require you to fill out forms for everything... accounts or funds transfers, etc.  But there are no blank forms available on their website.  You must go thru a poorly programmed "forms wizard."  You cannot access the forms wizard when logged into online banking, you must log OUT and go to the main webpage, and launch a wizard.  Because of that, you must always start the wizard from scratch and manually type in your name and address and other info (gee, I already have forty thousand dollars there, don't you people have this info???)

Their forms wizard also requires you to provide info that is NOT required by the IRS to fill out the form (i.e. email and phone number is not required by the irs when transferring IRA funds, just the account holder and trustee name, address, and account number -- but that Apple Federal CU wizard requires you to enter the info before proceeding to generate your form. )       

I filled out the form to withdraw my money -- the system wouldn't generate the form for that and kept asking me what date the periodic annuitized payments would begin.  I finally played along and told it to make one periodic payment of 100% on the date of today. Still no good, the "wizard" says you *cannot* do that.   (oh, yes I can!  Watch me!)

I cannot believe I wasted my time on the wizard I should have just called somebody, yes?

I did.  The helpful CSR told me the form was online, and to just download it.

Second call: Rep realized you have to go thru the wizard, and told me they couldn't help me thru the wizard over the phone.

Third call: Rep told me I'd have to come into a branch to pick up a form.

Fourth call:  Finally got to a rep who noted he did not have access to blank withdrawal forms (really?) but would have the person in the IRA department email it to me.  Hours later it shows up, but it's the wrong form.  (and now it's after 5 pm so they're closed, I guess I get to start all over again tomorrow...)

Fifth call: I finally get the right form, and it requires that it be completed in the presence of a NOTARY. (also something I have never had to do with ANY other online bank or online transaction)

I'd tell you what happened on the sixth and subseqent calls, but the moderator probably wouldn't allow that type of language in a forum post.  Suffice to say it took days of hassle thru a bad website and inept CSR's to finally get my hands on my own money. 

I'm happy to say I'm done with Apple FCU.  Never again.