St. Helens Community Federal Credit Union

I gave them 5 stars several years ago, but since then they hired a new investment rep and moved out the previous one for no reason they have fallen down. They have closed down their central office that always had super quick and excellent service as well as being close to the biggest population.
Now we have to go to a smaller office up on hwy 30 where there are long waits and fewer customer service people. We have to drive up there, way out of our way, and loop around to get back home. I hate the new place and the new lack of service.
They are just another flavorless BANK now, nothing special. Too bad too, it was a gem.

Sad to see SHCFCU seemingly go downhill. I have kept an account there for about 10 years even though I don’t live nearby anymore. I accidentally paid my credit card out of my account at SHCFCU instead of the checking account I use regularly. Naturally, this resulted in fees galore: one from the credit card company ($ 25), and two from SHCFCU ($ 60). When I called the credit card company (a large, multinational corporation), I practically didn’t even have to ask to have the fees reversed– I believe I was even told they were «happy to refund» my fees. When I called SHCFCU, it was another story.
I asked to have the fees reversed, the representative told me she would need to write something to ask her boss, and she told me she’d call back either that night or the next morning. The next day (today) after work I still had not gotten a call so I called around 3:30pm. The representative unapologetically told me she simply hadn’t gotten to me, that they could refund one fee, and then she suggested I close my account because I don’t live there anymore… an odd use of phone time with a longtime customer!
I didn’t get great customer service either day. After having worked in financial services in customer service roles for several years (including a few at SHCFCU), I know that employees display behavior that corresponds to how happy or unhappy they are at work. I’m disappointed and surprised that this small organization is being run in such a way that I get worse treatment here than from major credit card company.
It was originally my intention to keep the account open because I did occasionally use it for student loan payments, but I don’t have the time or energy to deal with this type of service long distance. I would expect a small community credit union to be lacking in technology (which it is as evidenced by their online banking) but I wouldn’t have expected the same for their customer service. I closed my account and it’s really of no consequence to me (other than the $ 25 fee) but this interaction has left me with a bad taste in my mouth.

This review is strictly about their service if you have a Visa card with them. I used this place for my regular checking and savings when I was growing up and that seemed great if you live in town for the lack of better options. However, if you have a problem with your SHCFCU Visa Card, they are COMPLETELY unhelpful. I live in San Francisco now, so it’s not possible for me to actually go into the branch. You can’t pay online OR via telephone, since apparently they are still stuck in the 1950’s. I had an issue with fraud on my card over a month ago. They made me call some general 800 number they contract that stuff out to. They seemed helpful, but I have yet to receive any information or have the fraud reversed. I just called and spoke to Trina and she basically said she couldn’t help me. Pretty unprofessional. Also, the person she referred me to call is on vacation. I spoke to someone else and they basically said I would have to wait until said person has returned from vacation to have my issue solved or call my credit union. Well, the credit union already said they couldn’t help me, so basically I’m stuck for the rest of the week. It’s completely ridiculous that there is NO ONE who can solve the problem of a small ($ 50) fraudulent charge that has been on my card for over a month. It’s incredibly poor customer service.