1st Northern California Credit Union
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Review Highlights
“Thanks to Erica and 1st Nor Cal Credit Union, we are able to purchase our property.” in 2 reviews
“Also had problems with release of all my checking and savings accounts info (months of complete transaction listing of all accounts).” in 2 reviews
“I hate big banks that have like 1 teller helping a long line of customers.” in 2 reviews
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About the Business
Accounts: Checking, Savings, Money Market, IRAs, Certificates. Loan Products: Auto Loans, Title Loans,
Visa Credit Cards, 1st Mortgage (Refinance and Purchase), Home Equity Line-of-Credit, 2nd Mortgage,
and 1st Line-of-Credit. Convenient Account Access through Online Banking, Mobile Banking, Telephone…
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- Roylen S.Carson City, NV38415Oct 20, 2023Updated review
Well, they've done it again as far as lousy service goes
Called yesterday regarding a major issue at 3:14pm and was routed to the call center. Call center was completely unhelpful but could not transfer to a branch where I could speak to someone with knowledge. Ummmm, at that time of day, I should be able to speak to a person in a branch .
Suppose to have gotten a call first thing this morning per call center. We'll it's 12:26pm and still no call. Like people are suppose to stay home and wait for a call all freakin day? Flipping ridiculous.
I've been a member since 1985 and the last 5 years have been complete hell with this organization. Customer service has gone down the toilet, on-line banking where you have to get a code everyday to access you account is ridiculous and a system that can only "remember" on device is ridiculous.
Time to move on from this ridiculous establishmentHelpful 0Thanks 0Love this 1Oh no 0Business owner information
Gregg H.
Nov 9, 2023
Roylan, sorry to hear you are having trouble with your account. I have a record of our past communication with you, we would be happy to help, you can call us directly using the contact information we provided you in the past or you can contact me by email at marketing2@1stnorcalcu.org and I can get you connected to someone who can help. Thank you.
May 6, 2023Previous reviewWell they have finally done it. The have gone from excellent when it was CCCEFC to bottom of the barrel as 1st NorCal.
The new online platform is the worse thing around. Not user friendly when you have to get a code every couple of days to get into your account. Even if you check the "remember this device" box you have to get a code every couple of days. Boy will that be a joy when traveling and checking your account from a phone What freakin village idiot came up with this.
Time to shop for a new credit union to deal with. Have had my account since 1985 and it's a sizable account. I'm sure plenty of others will love to have my business. - B T.Richmond, CA0212May 27, 2023
I completely understand why this credit union has terrible reviews!
I have been with the credit union since 1999.
Since they have lost their integrity, empathy, courtesy AND professionalism.
They seem to be very unorganized. The customer service representatives NEVER have any answers and every question has to be escalated to a supervisor or "specialist".
As of late I ordered a new debit card on 5/4 do you think it has arrived?! NO. Called 3X this week and have spoken to a customer service representative. Each time they had no update, and escalated to a specialist to call me back. NO call, missed call, email OR voicemail from a specialist.
It's really inconvenient to be without a debit card. Not to mention all of my other accounts and monthly expenses tied to this account are unable to be updated. This inconvenience is reeking havoc and devastating my relationships with my various account holders.
I plan to withdraw all my funds, and close my business account with the credit union and go with another. Their service is terrible. This credit union has gotten to large and it's expansion has killed its once personal touch.Helpful 2Thanks 0Love this 0Oh no 0 - Sharee S.San Francisco, CA021Mar 28, 2024
Phone representatives need to be better monitored. They do not speak clearly nor knowledgeable. When I attempted to take a phone survey after attempted conversation with them, They disconnected me or sent me to a different department other than the survey. Customer service has suffered since utilizing these extended representatives.
Helpful 0Thanks 0Love this 0Oh no 1Business owner information
Gregg H.
Apr 8, 2024
Thank you for bringing this issue to our attention. We strive to provide excellent customer service, and we apologize for not meeting your expectations during your last call. We followed up by looking at the conversation records for your calls. We understand your frustration and we have taken steps internally to ensure this doesn't happen again. If we can help you now in any way or answer any questions, please email us at marketing@1stnorcalcu.org and we'll be more than happy to assist you and/or arrange for one of our branch staff to contact you directly. We value your feedback and look forward to helping you in the future.
- Maureen C.Berkeley, CA010Feb 12, 2024Updated review
I was contacted by Amy in lending and was pleasantly surprised by her response to my previous review. We discussed my current situation and I am pleased with the outcome at this time. Amy went out of her way and above and beyond to reach out to me and was very understanding and helpful.
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Gregg H.
Feb 14, 2024
Maureen, thank you for your review. Glad to hear we were able to help you out!
Feb 8, 2024Previous reviewMy family is experiencing a financial crisis due to drastically increased childcare costs because of unforeseen events. I requested relief for a single month payment, and was denied because the numbers don't compute for their bottom line. Customer for over a decade and a county employee who is experiencing a financial hardship and they don't give two Fudges. Ending my accounts with them as soon as possible; they don't want to help me and my family, just about their bottom line. Disappointed beyond belief.
- David E.East Bay, CA020Dec 2, 2023
Find a different lending establishment. They make it difficult to pay intentionally to try and get late fees. One tried multiple times to setup auto-pay like every other normal establishment but their system is terrible and they would not help when I asked for help to get it setup. They also falsely reported my amount as over 30 days delinquent, which is obviously the biggest issue. Find another place if you can. I should have moved this loan to another lender sooner.
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Gregg H.
Dec 5, 2023
Hi David - very sorry to hear about the trouble you've been having. I sent you a direct message with my contact info. I hope you will reach out to me so that we can assist you. Thank you.
- Randall R.San Francisco, CA020May 2, 2023
Service at this Credit Union is absolutely terrible. Online platform lacks user friendly options. The staff at Martinez and Richmond branches were unable to provide useful information despite several calls.
I requested a payoff due to the poor service and even trying to pay off my loan was difficult. They charged me additional interest which they said was not included in my written payoff and were unable to take several credit cards to conduct my transaction. They had to send an additional check via mail to close my account.
This was several of the worst customer experiences I have ever had at any credit union. Never again.Helpful 1Thanks 0Love this 0Oh no 1Business owner information
Gregg H.
May 2, 2023
Randall, thank you for your review. We take member satisfaction very seriously. We have reviewed the case notes related to the transaction you mentioned. We are not able to comment publicly on the specifics but we are glad that we were able to help complete the transaction for you. We value your membership and look forward to serving you in the future.
- Bancha 7.San Rafael, CA020Aug 23, 2022
Properly Pristine took $139.89 & Perfect Flawless took $135.65 out of my bank account on the same day. I never made a purchase from them. I cannot recover my loss. The credit union will not refund the fraudulant charges.
I have been a customer for over 30 years. I reported this several times to their fraud department. First they returned the money, then they took it out again and told me to call the companies that stole my money. I have a new debit card. I am changing banks because this credit union supports fraudulant theft from this customer's account.Helpful 1Thanks 0Love this 0Oh no 1 - Mike T.Benicia, CA0156May 24, 2022
Erica from the Mortgage Loan Department was easy to work with. She was fast and responsive to our questions about our pre qualification. A few weeks in, we found our house and are closing soon. Thanks to Erica and 1st Nor Cal Credit Union, we are able to purchase our property. Cheers to the awesome Team in the Mortgage Loan Department!!
Helpful 1Thanks 0Love this 0Oh no 0 - Rhonda D.Hallock, MN030Jun 28, 2022
Terrible, Rude and unwilling to help!! My Mom broke her hip and she had to move to Minnesota. With my Mom on phone we could not resolve anything with 1st Nor Cal. We have done everything asked of her to change address and get Statements to pay. To date nothing has been done. This process started May 23, 2022. My Mom is 85 and a manager called and reduced her to tears. I would never bank here. I'm not surprised at the reviews!! Management and workers need a course in humanity. We are pulling all the funds out of 1st NorCal!!!! grateful to bank with helpful, pleasant people.
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Gregg H.
Jun 30, 2022
Hello Rhonda, thank you for posting about your experience. Member input is very important to us. 1st Nor Cal Credit Union takes member account security very seriously and we always follow strict internal protocols as well as state and federal banking regulations in our execution of account changes such as the ones you mentioned. We won't debate the details of your experience in this public forum, but we would like to affirm our desire to be helpful and to be good stewards of our members' financial interests. You are welcome to contact me personally at marketing2@1stnorcalcu.org if we can be of assistance to you in the future.
- Shiloh H.Danville, CA0724Sep 6, 2019
Beware of this credit union and their banking/car loan practices.
I chose to work with 1st northern for my vehicle loan in Dec 2018. The dealer recommended them because they could slightly beat my regular credit union. They were fine for providing the loan and service.. up until I was ready to pay the vehicle off. The service up until I was ready to pay off is what earned the two stars instead of one.
I called 1st Norcal for a payoff amount for the next day and brought it that very next day in the form of a cashiers check from my other credit union. My experience at the bank was unimpressive. I had a new teller with a supervisor standing behind. Probably 30-45 minutes of time just to hand them a check from my other credit union. I was told the paperwork would be sent to me from the bank and the dmv within 7-10 bus days. Nothing had arrived for 2.5 weeks so I called to follow back up. On that call I found out they basically did nothing with my account for two weeks and supposedly had just sent the info to dmv the day before my follow up call.
Fairy unhappy with the long lag I asked if there was anything they could do. I was given to a supervisor who said she would talk to the new teller, the supervisor who stood behind and the lady who handles the release of loan info sent to dmv.
I was also told that the two week wait was for the check to clear. Unfortunately, that was a lie. They called my credit union that day at the check delivery to make sure the funds were good - part of why the drop off took 30-45 mins. And I later confirmed with my other credit union that the check cleared the very next day after delivery. Not two weeks later.
Bad customer service is frustrating. Being lied to as part of the bad customer service is a whole lot worse.
I highly doubt I will ever do business with this credit union again.
And shame on me for not checking yelp before using them for my loan, it actually makes me feel even worse to see all of the poor reviews, and so many of them tied to car loans and service by tellers.Helpful 6Thanks 0Love this 0Oh no 0Business owner information
Gregg H.
Sep 9, 2019
Hello Shiloh, thank you for your review. We take all member service concerns very seriously. I would like to assure you that the circumstances of your particular transaction were carefully reviewed by management. We recognize and apologize for the inconvenience you experienced. It is my understanding that you have already spoken with a manager about the situation - however, please feel free to contact me directly at marketing@1stnorcalcu.org now or in the future if there is anything that I might be able to help you with. Member service is truly very important to us, I look forward to hearing from you if I can be of assistance.
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