GNC Community Federal Credit Union

GNC FCU Is Not About Working With The Customer

I am appalled with the changing policies, services, and customer service of GNC FCU. In brief, I live out of state but grew up in the New Castle area, and upon moving away I loved GNC so much I decided to keep both my checking and savings accounts. I enrolled for all digital statements and communications. Then in September, I moved again and before I could even change my address GNC was sending me documents in the mail. Why are you sending me items in the mail if I have signed up for digital statements and services? Then GNC charged my account $5 when the letter was returned to sender. I feel that $5 is a ridiculous amount to charge since it doesn’t even cost that much for a stamp. Then on top of that GNC has started to do service fees for transactions and checks. Isn’t the whole point of a credit union that they are supposed to be better for the customer than regular banks and don’t have these undisclosed service fees?



Then on top of that, I called following the charge to my account and requested a change of address. GNC refused to do this electronically, even though I no longer live in the area and cannot drive the over 5 hours back to the New Castle area to come in until I fought with them over the phone. GNC then created a Docusign and asked that I send them an email with a utility bill and/or lease. I did both and sent it to the email that sent me the Docusign. GNC, while I was at work unable to answer my phone, called and asked to call them back. I did, but no one picked up and I left a message with my name, why I was calling, and my phone number. No one ever returned my call, and I sent an email to the email that sent me the Docusign asking why they called and to confirm that they received my documents. I heard nothing back. After a week, of nothing, I became more aware that GNC no longer cares about their customers and requested to close all my accounts. They said they would again send documents and a Docusign to close the account and would mail me a check for the remaining money in my accounts. They never sent the email, when I called to inquire, they fought with me they did, and then I came to find out why was because they put my email in incorrectly even though the email they had on file was correct, they just mistyped it. Then again when they said they sent the email out it never came…I would to encourage others to leave GNC FCU since they no longer are working for the customer but are acting like a large bank and that they no longer uphold to their values as a company. Specifically, I would like others to know that they are now placing fees to do simple things like writing a check or sending mail, which would never typically be done by a credit union, and it is better to put their money somewhere else. Furthermore, GNC FCU, is manipulating their customers and trying to keep my money out of my hands, and are not willing to close my accounts and give me my money.