Collins Community Credit Union

Customer Service Going Downhill!!!!

I'd have to say that as my years go on with Collins, I get more and more disappointed by their customer service and how they continue to conduct business. Hopefully this review will help you customers out when thinking about which bank to go through.

1.) Recently my bank card had been stolen and charges ran up. The guy I was dealing with basically accused me of frauding my own bank account. He had done really no research, and by the time I had the meeting with him, I was able to tell him exactly where my bank card had been used. I am your customer, I already have enough stress with this situation I do not need a rep telling me "Well these are the gas stations you use, and I find it funny how they just stopped swiping you card, and you know you have to press charges, that isn't going to be you on camera right?"

2.) Back when Collins, was Collins, if I had forgotten about a bill or was behind on something they would call me I'd explain the situation or go online to pay whatever it was because I had maybe forgotten. Back then they knew me by name, and knew if they couldn't get a hold of me to call my house phone and leave a message with my mother. Last month one of my accounts was overdrawn (I have the ability to bounce my accounts pay a fee and I have 30 days to get it caught up) Guilty I do not read my mail as often as I should (They probably did send me a letter) but they will always call if they need to. I was in the doctors office, card decline, tried to get gas my gas light was on, card declined. So I go into the bank (Thank God I made it there) And they had put a hold on my card, and held my money till I had the other account caught up. Ok, can understand that, but why not just call me? What if I would have been out of town? And to make matters worse after I had gone back to pay off my other account and re-activate my card, I tried to use it the next day THEY NEVER TOOK THE HOLD OFF, I HAD TO GO BACK INTO THE BANK!!!!!!!

3.) While my card had been cut off and account deactivated because of my fraudulent activity on my account I guess my insurance had been canceled and my auto loan is through Collins. I did realize it when I actually opened up my mail and read it and got car insurance. But because I didn't have insurance for that one month that had passed Collins said "They need to put insurance on it for the month that had passed because I wasn't covered." I had asked how much it was going to be and the lady gave me a number to call. Wait what? You guys are adding insurance onto my auto loan for a month that already passed, I am asking you how much its going to be and your telling me to call a number and talk to a whole different company and department? Ok.

4.) And last but not least there application process, just untill recently I was able to walk in and get a loan and walk out, took me less than 30 minutes, I'd leave with cash. My last application, not only did they say it'd be done by the end of the day, by the end of the day I had gone back in there and it still wasn't done and they said I'd need a co-signer. Ok.

I am just saying we all loved Collins, and I would refer Collins to everybody or take them in to start banking there, but as they've gotten bigger, their customer service has failed miserably. And yes they have features, and I've taken out loans, or used their services like skip a payment so they have made thousands of dollars off of me, and made thousands of dollars off of me taking advantage of their services. But I have been with them for over 8 years and I always pay my loans ahead of time. I feel like they are getting petty and starting to add unnecissary fees to everything now. I feel like they're headed in the direction of a big bank. And it's dissapointing. The small bank, isn't so small anymore!!!!! Remember that before you decide to bank with them.