Customer ReviewsforKelly Community Federal Credit Union

My mother was greeted with horrible customer service today. I advised her to go to her local branch and ask for assistance regarding a dispute. As a banker myself, I trusted that my mom would be well taken care of. No, a loan officer ignored my mother's story and scolded her about her bank fee history. I know for a fact that her bank fee history should not have even been brought up in a conversation regarding a CURRENT DISPUTE, that was NOT her fault. She went for help to resolve her problem, and he added more stress. Way to kick someone when they are down. In this economy it's pretty normal that someone has financial troubles, people are barely making ends meet! That does not mean he has to throw it in her face when she goes for a completely different reason. After she complained to a manager that did nothing, the employee then tells my mom that his attitude is because he is ill. What an excuse. That is no reason to treat others with little to no respect. It's not my mom's fault that you had to work. The employees involved should be ashamed of their behavior, and I advise customers to bank with a bank that actually puts their clients first. This is not normal behavior as an employee and should not be tolerated by any customer. Trust me, there's multiple other banks that actually treat people with respect and kindness. How ridiculous.

Hello, we appreciate your feedback and would like to address your concerns that you have brought to our attention regarding your mothers experience at our branch. First and foremost, we appreciate your mothers business and always strive to treat our members like family. We certainly understand that financial circumstances happen, and our team is here to help however we can. Our team is trained on listening to our members and providing the best solution for their individual financial needs. We apologize that your mother did not have a positive interaction with us in this instance, however, we would disagree that there was any scolding but the fees were relative to the initial request. It was the Branch Managers understanding that a resolution was reached with your mother before she left. One of our Senior Managers did reach out to you and is waiting for you to return their call. Your mother is a valued member of the Kelly Community family, and we sincerely hope to continue assisting with all your familys financial needs in the future.

I brought in a large sum of money to be counted for a cash purchase of a home. I have my money at the counter and it was brought behind locked close doors by a teller and manager. When the count came back it was $1,000 short of what I knew I had. I asked to count it by hand and the teller continued to tell me after numerous requests that the machine is reliable for counting.I had to return to my office for a client and could not fight it at that time.I returned two more times that day in between clients to ask for my money to be hand counted by myself. By the third return I was told the money had been counted by the machine again and put away in the vault! Mixed with all other deposits!I want my $1,000 back!

I hope this message finds you well. I wanted to take a moment to address the concerns you've raised regarding your recent deposit at the credit union.First and foremost, we truly appreciate your business and your trust in us. We understand that large transactions like yours are significant, and we take every measure to ensure the accuracy and security of such transactions.I want to assure you that we took your concerns seriously from the beginning. When you initially brought in the deposit, the teller requested another employee to join her, and they took the deposit into our vault room to use the money counter to count the entire deposit. When you disputed the counted amount, the teller and manager conducted a count of the funds to verify the accuracy. When the manager shared the count amount, and you disputed it again, two different employees counted the deposit a third time. The fourth and final count was completed at the end of the day to confirm nothing was miscounted. Additionally, the ************************* reviewed the security footage of each of the counts to confirm what was counted and by whom. As a final measure, we completed a full audit on all the cash in the 5th Street Branch and everything was in order and there were no amounts out of balance. We genuinely value your relationship with our credit union. Thank you for your patience and understanding throughout this process.