Liberty Bay Credit Union

If I could give this unprofessional institution 0 stars I would. I received a letter in the mail saying my account had «potentially» been compromised. That was poor business move #1. Who sends you a letter saying that your money may be in jeopardy? I’d say that is a little more of an urgent matter than sending out a letter. Since canceling my card, it has been 8 days since I have had no access to my money. I have called three times for some kind of update as to when I can expect to finally see my new debit card. The second employee I spoke to told me it would be 5 – 7 days until I received the new card. She also told me I could have paid $ 50 to have my card «rush ordered» (which wasn’t explained to me until it was too late!!!) That is what I’d call poor customer service. Now, we’re now on day 8. I just called and spoke to another employee (who was beyond rude) who told me it’s actually 7 – 10 business days. First of all, all of your employees need to get their facts straight. This is your job and you should be giving people the correct information. Second of all, people have bills to pay. Making someone wait over a week to have access to their money is not practical. I will be switching banks IMMEDIATELY. Save yourself the aggravation and find another bank because Liberty Bay is horrendous!

Ok since they somehow deleted my review… I will write it again! First I would like to say that the people at the Stoneham branch always treated me well! Always asked about my kids! This review is for the loan department. Specifically Jeanie and Tracy. I have been a member of the credit union for 9 years. This is the first time I asked for a loan! I called to get a pre approval for a used car loan. I called on Thursday at 2 pm and spoke with Tracy… was told I should call back in 24 hours for an answer! Friday comes along and I called to see how the process was going. Was told it was still in review to call back at 4:30. When I called back at 4:30. Tracy (with much attitude) told me it was still in review and that I would not have my answer until Monday. Unfortunately I lost the first vehicle I was looking at because I didn’t have my approval yet! Someone bought it on Saturday! So I get the call on Monday from Jeanie! Approved! Great… just have to send over some paperwork with the information in order for everything to work. As I read the information in section 4 it says that «all vehicles must be less than 6 years of age and fewer than 85k miles! I immediately call back, I am told not to worry about section four. Great. So my wife and I are looking online all week and come across the vehicle we want to purchase! We put our deposit on the vehicle. And I call to finalize the paperwork with the bank! Tracy asked me for the vin which I provided and was then told «that vehicle doesn’t qualify its not less than 6 years old and fewer than 85k miles.» I told her that when I called back I was told not to worry about that! «Well I wouldn’t have told you that» she scowled! «It’s our policy» I explained to her that the first I herd of this, was when the email was sent to me after the approval! «We can give you more money, to buy a newer one» NO! I don’t want more debt thank you! In frustration, I call back and ask to speak to Jeanie. I can tell that both of them are right there with each other, and I explained how she told me not to worry! «I never told you that»…wait! So your calling me a Liar? Why would I go through all of this if I told any different? OK… never once was I looking for an 09 nor did I even ask for enough money to qualify for a vehicle that meets these requirements. They should be upfront about this before they run the credit credit check… I have never been more disappointed with liberty bay credit Union! They cost them a personal member as well as my business! So I got the loan through the dealer! Guess what? They beat them by 6%.

They charge you $ 10.00 to cash a check.
Probably not realizing they’re sending the wrong message to potential customers.
I’d never do business with such a greedy bank.

Worst financial institution I’ve dealt with to date. Got a loan through LBCU and dealt with the most miserable, sarcastic and impatient woman on the planet. Had to go back the next day due to her errors and incompetence. She opened up two memberships (one in error– as she put my boyfriend first instead of me and did not match it to our auto loan). She forced us to fund both rather than apologizing for the error and fixing it. She made me feel like I ruined her day and made her make mistakes. She also was clearly angered I was cutting into her dinner time– as she excused herself to call in food for herself and her child. Working at a financial institution myself, this experience prompted me to write a letter of disappointment to the branch manager. I did receive a letter — which was emailed in an attachment. However, it did not make me feel better. I mailed LBCU requesting the extra account be closed and asked if they had a form to auto pay my loan. They closed the account as requested but ignored my ask about the auto pay and never answered me. Fast forward to the fact I mail in payments monthly and then get a letter stating I am late with my payments for April and I am in collections and they are reporting me to the credit bureau. After that heart attack I finally get in touch with an emotionless man who tells me the letters went out in error to a lot of members– computer generated letters telling people they were past due and heading to collections when they WERE NOT. The original person I was told to speak with had an out of office voicemail saying they were on vacation until the 12^th of April– even though I called on the 17^th of April. Lots of frustration all around. Mistakes happen and they can be fixed– but compassion and member service are things LBCU lack. I have never heard people speak so rudely in a CU before. So taken aback and frustrated. I would love to refinance my loan and never deal with you again.

I was recently contacted by James. He replaced the other employee who had been so abusive to me. James has been efficient and kind while I settle my aunt’s affairs. He certainly walked into a tough situation and has handled it well. I have now completed my business with Liberty Bay, and am grateful to James for providing assistance and apologies for the bank’s behavior toward me. I finally feel like I was treated with the respect, compassion and professionalism that I expected while I managed a family loss.