Customer ReviewsforChartway Federal Credit Union

Worse experience ever with a refit union! I recently opened an auto loan and would never use Chartway ever again. I only used them due to the thought in ease of member to member loan. Definitely the opposite and experienced the most frustrating auto experience ever. The process took over a month to finally receive the title in order to register the car and be able to drive the vehicle. The loan officer was not trained on the situation, reached out to her supervisor without a follow-up, never returned my voicemails, I had to email and call several times without responses over weeks, supervisor was not helpful either and offered a resolution then stated he wouldn’t suggest I do what he advised. I even went into a branch to provide documents as they requested me to do. They ended up sending to corporate days later when I was told to do go into a branch so it would be expedited and sent to corporate, I even asked the branch if they could expedite it. Had I known they would’ve sent it later I would’ve hand delivered myself. I could not drive a vehicle that I was already paying insurance on for over 4 weeks. The loan officer and her supervisor were not helpful throughout the process and Chartway lacks in training and learning gaps, corporate and their branches are disconnected and not familiar with what each other do. Lack of communication all around from corporate to branch, loan officer to member, supervisor to employee, and overall process flows have procedure gaps.

Hi Ms.D****, I extend my sincere apologies for the recent inconvenience you encountered with Chartway Credit Union. We hold ourselves to the highest standards of member service and regret that we have not met your expectations. We attempted to contact you June 21, 2024. Your feedback is highly valued, and we have escalated this matter to our Director of Consumer Lending. Moving forward, we are improving communication between our lending department and branch locations to ensure clarity and avoid such issues in the future.

I have been with Chartway for over a year now. The staff is nice. However, they do not serve the customers regarding errors they make. I understand that overdraft fees are charged based on transactions coming through and funds unavailable; however, I have witnessed this three consecutive times. I have funds available, and they take out a ****** fee, not because I did not have enough money to cover a transaction. This has gone a few times, and I brought it to their attention, and I was told that they could not refund me the fees in, which was their error, not mine. The best next thing for me to do is file a complaint with the ****

Hi Dr. R****. Thank you for reaching out and bringing your concerns to our attention. We truly appreciate your membership and sincerely apologize for the inconvenience you experienced. We spoke on June 20, 2024, and successfully reached a resolution. Your feedback is invaluable to us, and once again, we apologize for the inconvenience caused.

This bank makes money off of sneaking overdraft fees on their members, then say they can’t do anything about it. I was charged 8 overdraft fees for 1 transaction, when the transaction was in fact refunded to me. This is Absolutely ridiculous.

Hi Ms. J*****, Thank you for reaching out and bringing your concerns to our attention. We've attempted to contact you to discuss the situation further and address your concerns directly. We're committed to resolving this matter and ensuring your satisfaction with our services. Please send us an email at [email protected] with the best contact method and time to reach you so that we can continue this conversation and work towards a resolution together. We thank you for your patience and understanding.

Absolute worst customer service No one answers the phone. No one is trained to assist customers

Hi Mrs. J******, I extend my sincere apologies for the recent inconvenience you encountered with Chartway Credit Union. We hold ourselves to the highest standards of member service and regret that we have not met your expectations. Your feedback is invaluable to us, and I have personally escalated the matter to our Market Director, Mr. Matthew Yardley, for immediate attention. Mr. Yardley made an attempt to contact you by phone earlier today, May 10, 2024, and has left a voicemail message. Please rest assured that we are committed to addressing your concerns promptly and effectively. We thank you for providing this feedback.

NEVER GET AN AUTO LOAN WITH CHARTWAY. I have read multiple review on this site about this issues, and I am now experiencing this issue. I have paid off my car in full and the loan no longer appears on my online banking portal. I have spoken with them over email, secure messaging, and the phone multiple times and they have confirmed that it is paid off and the title should be released "soon" or in the next "45-60 days." It has now been over six months and I have now received the title and the *** has confirmed that they have not received the title. They have notified of any hold on my account or the title. They are clearly being negligent.

Hi Mr. M*********, I would like to truly apologize for your recent experiences with Chartway Credit Union. We pride ourselves on delivering exceptional member service and fell short this time. I have escalated your feedback to our Consumer Lending manager, John D****** to ensure this is handled. We are happy to hear you were able to speak with John on May 1, 2024 to resolve your concerns. Again, we apologize for this experience and truly appreciate your feedback.

Awful service ! Their manager disconnected the line saying he will be transferring me to the specialist to help with accessing my account and instead sent me to the automated customer experience line I had called to make sure my auto loan was paid off I had sold my car a months ago and didn’t see it stated paid off as of yet online so when I called they asked me a ton of personal questions to include my SSN, DOB, name, address etc and after about 20 minutes I was told that they can’t provide me with information I need because they couldn’t verify me There is absolutely no other information to give to verify me! They got it all. Once I asked to speak to the supervisor that supervisor took 3 holes to finally come up to my line and after he was on the line he just said the same as he couldn’t give me own info to me as he couldn’t verify me! Even after I offered to give me member account number. He just sent me to that hang up line. The worst service It shouldn’t be so complicated to call to get info if my own loan was paid off or not This is absolutely unacceptable

Hi Ms. M*********, I would like to truly apologize for your recent experiences with Chartway Credit Union. We pride ourselves on delivering exceptional member service and fell short this time. I have escalated your feedback to the Director of our Call Center, Mary ******* *o ensure this is handled. Mrs. C***** called and left you a voicemail on Tuesday, March 5, 2024, to further follow up on your negative experiences. Again, we apologize for this experience and truly appreciate your feedback.

I was behind on payments over the holiday and I spoke with their collections department. After getting caught up they told me that I qualified for the holiday skip payment in January since I wasn't able to use it in December. February 1st I got a call saying my January payment was two weeks past due. They told me that I didn't actually qualify for it and I now had to pay the past due amount on top of my regular payment. No to mention they didn't have ANY record of my phone calls. They also claimed they didn't "have the recorded calls to verify what they told me". Then they asked me to make a payment immediately regardless of the fact that I didn't have the money because I was told I didn't have to make the payment! Trash company with trash management that just want to screw people over.

Hi Mrs. I*****, I would like to truly apologize for your recent experiences with Chartway Credit Union. We pride ourselves on delivering exceptional member service and fell short. I appreciate your review and shared it with our Consumer Lending and Collections teams for immediate resolution. I am happy to hear that you all spoke with the Manager of Consumer Lending on Friday, February 16, 2024, to reach a resolution with your loan payment. Thank you again for your feedback as it helps us to improve on our services.

I have been a chartway member for years now and every time I'm suppose to get paid 2 days earlier, chartway holds my money on "pending" until 9 or 10 o'clock that night. Then when I call for it to be release, they claim they're putting in for someone in a different department to contact me and of course out of all the times I called NOT ONE PERSON HAS CALL ME BACK! The next thing they'll say is it depend on when my payroll put it in, but everyone a my job has received their money except chartway members, so it's not our payroll. Also when I call they'll say they haven't received the funds, but how WHEN IT'S PENDING IN YOUR BANK ??????? it's lie after lie... I'm going to close both my accounts and move somewhere else.. Chartway get Zero stars from me.

Hi Ms, S****, Thank you for your feedback, we truly appreciate your membership and are sorry to hear about the difficulties you have experienced regarding your pending deposits. On Jan. 3rd, 2024, Chartway's Member Experience Manager left you a voicemail to follow up on your concerns. On that date, we also sent you an email with additional context and an explanation surrounding your specific pending deposit difficulties. Please reach to us should you have additional questions or concerns.

I was not provided with access to my car loan online for more than the first 2 years of my auto loan. Although I tried. My payments and balances make no sense and after calling several times I can get no explanation. I was finally sent a bunch of past statements via email. All of the figures (charges) don’t add up or make since. If I were to pay my car off today 7-8 months early I will still be paying more than the original agreed upon amount. It seems the more I pay the more they arbitrarily charge.

Hi Ms, S********, Thank you for your feedback, we truly appreciate your membership and are sorry to hear about the difficulties you have been experiencing understanding your loan payoff. On Dec. 7th, we spoke over the phone and I connected you with our Director of Consumer Lending to go over the formula used to calculate your loan's interest. Additionally, on Dec. 7th, we also sent over a spreadsheet with the specifics of your monthly loan payment breakdown using the same formula provided so that you have for your records. I am happy that we were able to connect with you to provide you with a better understanding of your loan summary. Please reach to us should you have additional questions or concerns.

I would give zero if I could this bank is not helpful and can not explain why my payment history doesn’t match my loan balance. I was trying to get answers and was hung up on.

Mr. S*****, Thank you for taking the time to leave a review. We appreciate your feedback and apologize for the inconvenience you have experienced. We attempted to contact you on August 21st and August 23rd via phone and email to discuss your concerns. At your convenience, please reach out to our Member Liaison Specialist at [email protected] and we would be happy to get you those answers.