Client Review on Cove FCU

Feedback:

Cove used to be amazing when they were SEMC. But ever since they became Cove their customer care has gone way down hill... in fact it has plummeted into a ravine. We make a lot of deposits since I run a small business and it always takes me forever to be greeted and then for them to complete my transaction. I always note about 3 people standing outside in the back of the building smoking. Not only is their response time for making a deposit horrendous but so is their loan department. We went through them for a loan on a truck and they lost us the first truck we wanted because they literally took so long to process—and we have excellent credit and a long track record with them. We literally had to keep calling and calling to get our loan completed. The final straw with us has been a recent incident of fraud in our account. We had multiple transactions using my debit card come through at various chipotle locations in a different state. We caught it immediately on our end and had them shut my card down. There was close to $100 debited from our account. They told us it could be up to 45 days before it is credited back and that they can’t grant me a new debit card until the dispute is further in the process which could take 2-3 weeks!! So meanwhile I am hugely inconvenienced without a debit card. My husband is going out of town and I’ll be stuck without access to our account and forced to have to carry around enough cash to sustain my household over the weekend since they only have one location and horrible hours. We tried calling back again today and someone took a message and we still haven’t gotten a call back hours later. I would caution anyone on this bank. They don’t care about the customer which is why most people want to go to a credit union. Also, I can’t imagine what would be happening to my family right now if the thieves who got my debit card info had made a purchase of $1,000 or even $500!! Having to wait 45 days for a refund is asinine especially when you can see clearly the charges were happening in a different state on the same day transactions going and coming from our account were here in Kentucky. And then to make your customer wait almost a month for a new debit card?? Why are we being punished for this? Most banks will credit your account and so long as their dispute confirms fraud that is that—if it doesn’t then they debit the amount out again. But not Cove—everything must be difficult with them. I am very disappointed and frustrated. As soon as our money is reimbursed we are switching banks immediately and will never do business with them again.