| rev:text
| - Review for the Tanque Verde branch in Tucson, AZ
1. This credit union's Protocol when opening new savings and checking accounts includes going on Google Maps, street-view searching the customer's address, and printing a hard copy and keeping it at the bank. Can you say 'intrusive'?
2.a The new accounts rep. printed off multiple items and photocopied social sec. card, passport, etc. He came back from the printer with a stack of papers, including the loan application for a different credit union customer. With ALL of their personally-identifying information on it. SS#, maiden name, bank account #s; everything. I pointed this out to the rep. who had just laid it right in front of me and he just scooted it to the side and made no attempt to secure it away from my eyes. His complete indifference to confidentiality protocols and identity security is reason enough to stay away from this financial institution.
2.b The branch's 'offices' are glass-enclosed with no measures to protect the privacy of clients whose information is clearly visible on computer monitors. Business is conducted with the doors open unless an assertive client gets up and closes the door him/herself.
3. Calls to the branch are routed to a CALL CENTER. An unidentified voice at the call center asks for all of your account info, as well as your personally identifying info, and asks you to explain the reason for your call so that they can decide whether you really need to speak with someone from your actual credit union. Then, if / when they deem your call worthy of an actual rep. from your branch, you are put on hold for over 5 minutes, then asked to repeat EVERYTHING you just explained over the phone to the call center. This is more in line with what one might expect from a cable company, not their financial institution.
4. Bill Pay protocol: client schedules a payment to go out to the recipient on a particular date. The funds are withdrawn from the account on that day, but the payee doesn't see the check for a week or more, with no specific date of delivery; only a 'deliver by'. The result is that the client must obligate funds WELL in advance of the payee receiving them in order to assure timely payment to the recipient.
5. 'Support Center' live chat appears on the list of support center options, yet has never actually been in service. Instead, it reads: 'Live Chat is closed"
6. Regardless of whether the client is dissatisfied with the credit union, an early withdrawal penalty is assessed should the dissatisfied customer close out their 'new' account within 6 months.
7. After-hours deposits remitted through the night deposit are processed first thing, the following business day, with no hold. After-hours deposits remitted through the ATM at the very same location are not processed the following morning and are AUTOMATICALLY put on hold for a minimum of two business days.
8. This credit union's web page is poorly designed and does NOT lend itself to easy or intuitive navigation.
Overall, this institution receives a rating of 'POOR'.
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