SF Police Credit Union

Great place to bank! Kathy is always so pleasant and very warm and welcoming. Never had an unpleasant experience here and I really appreciate that. Customer service soars here at the SF police credit union proud to be a member.

The problem with the SFPCU comes when you have a loan of any type, so I’m rating them strictly on having a loan and needing service or getting questions answered about ones loan. I had a home equity loan and the BIG BIG problem is their customer service folks cannot help you one bit with any loans. They admitted to me that they don’t have access to this information. They have to take your name and have someone call you back… usually you have to wait 24 hours! Its nuts! There is no number to call for loans. Luckily, I remembered who opened my loan and was able to contact them direct (they still work there). If I had not remembered or that person left working there, I would have been totally screwed. This is not the way to run a loan program. SFPCU needs to have their customer service people be able to help you with your loan.

Everyone I meet in person in Irving location is very sweet and professional. I enjoyed all my visits.
This review is for their call center only!
Spent 2 days on phone trying to get information for incoming wires. First, this absolutely incompetent girl named Rose Baxter couldn’t figure out how to send a PDF file to me via email address *facepalm* It’s 21^st century, girl! Get it together!
After she finally managed to send me the file, I wanted to ask a follow up question but she turned her phone off! I called, left messages and emails… no reply! How unprofessional!
I called the main line again, spent 30 minutes on hold waiting for the manager to reply only to hear that the manager was gone for the day. How convenient :)
I don’t know what those incompetent idiots in the call center are being paid for and who hired them. Don’t waste your time calling. It’s much faster to drive to the branch, wait in line, and get all your info in person.
0 stars for the useless call center
5 stars for Irving SF Police CU branch

My husband and I waited over an hour on individual phones to get ahold of someone to tell us why BOTH of our debit cards were declined for our purchase.
We were buying wood flooring, have no limitations, and tried both of our cards. Not only did we have to consult with the raging bitch of a service representative at the register only to be embarrassed as all hell to have our card declined; but then we have to wait OVER an hour and be transferred at least 4 times each to a «different service department» because that specific individual «couldn’t assist us».
We finally got ahold of someone, who of course put us on hold after we asked to speak to a supervisor/​manager. 20 some-​odd minutes later — a woman FINALLY gave some worthwhile advice. (After telling numerous people I went to the ATM to pull out cash, tried different transactions, and asked to run my card as credit…)
Regardless; ²⁴⁄₇ hour customer service line my royal white ass. I highly doubt many people were calling to have me wait over an hour and be embarrassed as crap in the middle of a cashiers line. (Flooring is a large expense). I shouldn’t have to repeat myself 4 times to 4 different individuals to finally get an appropriate response. Fix your crappy system — for light of a better, more derogatory statement. Never have I ever had a worse customer experience in my 30 years, 5 being an officer.
My only wish is that there were negative stars available and if I could remember those dip’s names on the phone. Holy baby Jesus. Done.

I have been a customer since 2007 and never had a problem. I needed to have a wire transfer made to a Title company to complete a home loan. I submitted a written request (as required) at 12:03pm on Friday. At 4:16pm I received a call from Jennifer (ext 1213), I could not answer, as i was on the phone. I called back at 4:33pm and got a voicemail saying to leave my name and number, then I would receive a call back. After waiting till 5:21pm, I called the main number. I was then informed they could not help me as they didn’t work in the wire transfer division.
I then spoke to a representative who stated that wire transfers had to go out by 2:30pm and no one could help me till Monday. This must be why I got the call at 4:16pm. She did transfer me to an extension that she said may be able to help me. She stated they would answer within 2 minutes. After waiting 30 minutes I hung up.
I called back at 5:56pm and reached the «after hours call center» and spoke with Courtney. We had a lengthy conversation about what occurred. Courtney then informed me that nothing could be done until «the next business day”(meaning Monday), but did state she would «stay on the line» until I could speak with a manager. After approximately 5 minutes the line disconnected.
I called back again at 6:17pm and spoke with Angela who told me the only thing that may help would be to go to an open branch the next day (Saturday) and see if someone could help me there.
No big deal really, only the closing costs for my new home, I’m sure the title company will have no problem with the delay. I can say I will close this account and will forever inform anyone I talk to about my experience with the SFPCU. Take your money any where else!!!

I have been a customer here at the Irving Street branch for decades. I have 3 home loans here over the years. It always went smoothly. Back then I would have given 5 stars. I enjoyed visiting this branch several times a month. The staff were friendly, helpful, and they knew me. It started to change in the last five to seven or so years. Not so friendly, less customer service, some outright rudeness, and a lack of knowledge about products and services. I got a fourth home loan from them but never used it. They were difficult to deal with. I got a loan at another institution instead of having to continue my dealings with them.

As a proud servant of the government, this is my favorite financial institution as its local, in a nigh orchid just north of mine, friendly, secure, trustworthy. Everything you want and need in an organization watching over your portfolio. Also, as its client specific, recommendation and approval is needed for additions to the circle. And it doesn’t hurt to have one of my best friends father on the board of directors, and other great friends as financial advisors.
Further, it can be a place of small congregation, as again it is client specific. Running into those you work with, previously worked with, or are casually related to via work or outside relevance is almost inevitable. So when I do see former people I’ve worked with and they profusely apologize for certain family members who have a mind of a child and don’t know what they are talking about, it’s noted and taken under advisement. Then it’s back to business as usual as I don’t respond in kind to children or geriatrics who act worse than a child with a tantrum. That would only engage further nonsensical behavior.
But alas, If you’re fortunate enough to join SFPCU personally, via your organizational affiliate, I highly suggest you do it. They offer services for all sorts of financial decisions, risks, rewards, and I cannot emphasize again, how satisfied you will be with the overall service and trustworthiness.
As with any community at large, this is familiar, family oriented, comfortable, and keeps you safe at night knowing you have the security (financially) to not worry about tomorrow. THANK YOU SFPCU!

Up until recently I was very happy at SFPCU, yet the extent of my business with them was just my accounts. Staff is friendly always and I have enjoyed banking with them and referred them to others. However, recently I inquired about a car loan for my step daughter. It was a real run around when I discovered you cannot speak directly with any staff when you telephone about a loan or have a question. Any time we called they said after long, long holds that no one was available. We later determined no one ever would be and one staff member confirmed that, no calls are put through (???). We had to drive over and could not talk to anyone from a dealers when we had an important question. My step daughter needed a co-​signer and since we both have accounts at the credit union we went there first. In essence I’d be responsible for the loan. As we met with a loan officer I was told my credit score had «changed» by 80 points in a month, but they never printed me out anything or showed me anything. when I went home and checked it (all three CRA’s have always had my scores in the high 800’s), nothing had changed. The problems started with no way to talk to anyone over the phone and ended with them explaining they only loan on «low blue book» value for used cars. That is a problem if you are purchasing a 10 year old car but with low miles (68K). This fuss and talking was all around borrowing $ 4,000 then just $ 2,000 since she had some cash down. No approval letter was given or anything customary to get the ball rolling. I ended up calling the other credit union we go to and in 15 minutes received an email with a pre-​approval letter for up to $ 19k on any used car (Blue Book is not used for anything) and my loan app info. The experience highlighted that SFPCU just does not offer the same services as other credit unions with loans or to be more specific, used car loans. They were not prepared to do business… or even answer the phone! Also they never discussed any features and I don’t think they have any. Our other credit union offers loan insurance that if the car were totaled, the loan is paid off and they give you $ 1,000 towards a new car. They did not mention any extra insurance on mechanical problems such as the other offers. Also to make it easy the other credit union set it up so the auto payment would come directly out of my stepdaughter’s account monthly and not mine. That made it less complicated. I still like SFPCU, but I am not sure if I can do any business there except have some accounts there and that may prove to be a problem down the road. It is a real problem if I can’t speak to anyone in the branch.

Like many of the people who have provided reviews about SFPCU, I too have been a member for many years.
1) The service over the years has not been the best. The policies and procedures of the credit union are not fully understood by each person; leading to customer service that is variable and often unreliable. (depends on who you ask, — what you ask, — and on which day that you ask)
2) There’s no support for connecting bookkeeping services such as Quick Book to my SFPCU account. The support seems to be outsourced, and connecting with the right person to help is next to impossible.
This credit union, (and credit unions in general) has great rates on savings and loans, but this credit union provides those services in exchange of quality customer service and support.

Stellar customer service! The staff is very personable and friendly. My son is a cadet with the SFPD and was referred to open his account at this Credit Union. Darlene and Pia are so knowledgeable and welcoming! I will certainly be referring my friends to this branch. An added bonus is the free parking in their lot — no need to circle around and around for parking!

The customer service we experienced when getting a car loan was subpar. In addition their turnaround times are extremely slow. This credit union is a good place for a savings account but that’s about it. I wouldn’t recommend this credit union.

I’ve been banking here for several years and my experience with them has always been positive. They offer great rates for loans and CD’s. The tellers are always courteous and helpful. They offer loans, retirement accounts, credit cards (and much more) just like the big banks but with better interest rates and little to no fees.
I’ve referred a few family and friends and they are satisfied with the services provided. My friend recently applied for an auto loan and they have a rep that helped her with the whole process, even to negotiate the price of the car.
I encourage people to join a credit union and definitely check out SFPCU.

The negative reviews are by people who think this is a BANK. It’s not. It’s a CREDIT UNION (and they don’t know the difference.)
As far as courtesy, this place is phenomenal every time I step foot in here. They don’t handle the same types of things a bank does (like if you want a roll of quarters, or change for a $ 20 for the bus – Duh.) But, if you need to set up retirement IRAs or Certificates of deposit, or you want to have your money in a money market fund, this is a great place.
One thing I did note – the San Francisco Employee’s Credit Union does offer slightly better rates on long term certificates of deposit, but, they don’t give as good rates for checking account interest.
I, for one, am completely tired of Wells Fargo, and I’m switching over all my accounts to this place.
Plus, bonus points for getting to come in during my lunch hour, in my scrubs, and oggle all the cute uniformed first responders… grar! ;)

If I could give negative stars, I would.
Dissatisfied by my previous bank’s overdraft fees, I decided to try SF Police Credit Union. After all, it is an institution that caters to emergency responders, and endorsed by NERT (Neighborhood Emergency Response Team), so surely the staff would be competent.
However, ever since I started with the credit union, I met with nothing but obstacles every step of the way, from setting up my account and having to pull teeth and correct spelling errors myself, to delays in receiving my debit card and ATM pin, to being unable to reach customer service after a working pin failed to process. Also, when setting up my account, I could not use my debit card to withdraw money in the branch; I had to go outside to the ATM (which was not working at the time) to do so. Also, they don’t seem to have proper shredders there for security purposes. When I spoke to various representatives, they had a tendency to interrupt instead of stopping to listen. Additionally, when using the restroom, I saw a fragment of a document that actually had a person’s name and address on it, in the trash can. When I inquired about various products such as Global Checking and Student Loans, the rep seemed unable or unwilling to walk me through the information, and only told me to apply online. These should have been red flags for me right then, but I foolishly thought I would give them a chance anyway.
As for their website, it does not show transfers or pending transactions, so one is out of luck on a weekend, and especially on a holiday weekend. The website is unwieldy and inefficient.
The most recent difficulty was when I had to report a lost or stolen card. Were I doing business with any other institution, I would be annoyed with myself for the missing card, I would make ONE phone call to my bank, and in one step, my card would be deactivated, and a new one would be on the way.
When I contacted SF Police Credit Union, I was sent to MasterCard, who filed a report, but could not cancel the card. I then had to call SFPCU back and was bounced around 5 – 6 more times before I could simply verify that my card was in fact deactivated. Even so, they still could not tell me if any purchases had been made, and could not send me a card. I am unable to do anything about this until Monday morning. What should have taken 5 minutes took well over 5 hours; I spent 2 hours on the phone that night, and I had to spend more hours of my time actually going to the branch because of the incompetent customer service.
If you are considering a credit union, research your options carefully, and trust your intuition. Look for red flags, and DO NOT SIGN if something about the service bothers you.
To update, I visited the Bryant St. location and worked with a representative whose courteous competence is the exception rather than the rule.
I also found out that some representative in that two-​hour debacle had ordered a new card for me. Unfortunately, I also found out that the CU didn’t even have my apartment number on file! This meant that when my card was sent out, it was mailed to my building’s address, but not to my apartment. As a result, I found my card envelope sitting out in front of the building, where anyone could take it and presumably use the card.
Additionally, this CU is not the easiest place to get to if you don’t have a car. I fortunately did not have to go through the «closing fee» for the kind of service I previously got.
I am all for removing business from the big banks and transferring to a credit union; unfortunately, this was not the one.

My banker Jonathan is excellent!
Everybody here is super nice! They know how I bank!

Wow, talk about customer service! I have been a member with SFPCU for a little over 6 months, and all my transactions have been nothing but pleasant. They also have personalized customer service, and actually take the time to look into credit if needed. My main account is with Bank of America, but I intend to switch everything over to SF PCU. It may be a headache, since there are direct deposits, and a hand full of on-​line bill pays that I’ll have to tackle down, but I know in the end SFPCU will take care of me. If you don’t already have a account with them, what in the world are you waiting for?
Forget the mainstream banks. going with a local bank is the way to go!
Thanks Erica for such personalized service.

Updating to 5 stars after continuing stellar service. I moved out of state, back east, and have had to do everything by phone and mail since then. But that’s never been a problem with the customer service of the SPFCU. For example, I recently paid off my car loan with them, and hadn’t received my car title. I talked to the loan office at 6 PM eastern time and by noon the next morning, the woman had already talked to the county clerk in Kentucky and had all the paperwork in the mail and faxed (to get things rolling faster). It’s never a problem to talk to a real person who is willing to take the time to listen to what you need, actually work to fix the problem or provide the service, and follow up when needed.

I love this place!
This is absolutely the safest place to park your money!
Unlike most other public places, I don’t have to stand in line with people that are of «nefarious character.» I also do not have to worry about anybody rushing in to rob this place. Can you imagine how many guns would be pointing back at the robber who robs a place where the cops bank?
People are nice and friendly. Service and attitude is a throw back to when gas stations used to rush out to wash your windshield!

After getting more info on SF Police Credit Union, I decided to join and leave San Mateo Credit Union. I’ve only been to the Irving branch once and it was to sign my auto loan papers.
In my experience everyone I’ve dealt with (San Mateo and Irving branches) have been pleasant. The guy I opened my membership with still remembers my name which never happened at any other bank or credit union. My loan officer, Janice, was AMAZING! It was my first time buying a used car and she was so helpful. I pretty much called her AT LEAST 15 TIMES in the course of 2 days and she didn’t sound annoyed (wouldn’t blame her if she was) and answered every question I had.
The only little minor issue I had was when I hit a little snag with my auto loan (again this was my first time buying a used car) and one of the managers at the San Mateo branch told me to bring my dad with me when I go to the dealerships and let him do the talking. Hello?! How do you know if my dad is still alive/​in my life? I’m very independent and like to learn from my own mistakes. That comment just completely offended me. Okay, the way I talk about it doesn’t make it sound like a little minor issue LOL

Very dependable bank. Great Rates. Had 2 Car loans here and rates were not bad. The Irving people are real friendly and very helpful, I wish I could say the same for the San Mateo branch but they seem cold — unless you have a transaction with them. Yes it’s you, you were really cranky that day and when I came back the next day, I still had to deal with you — — - again. DANG!
Service at SM branch — ³⁄₅
Rates — ⁵⁄₅
Convenience — ⁴⁄₅
Overall — ⁴⁄₅