Northern Star Credit Union
Client Reviews on Northern Star Credit Union
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Place is a joke
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Customer service is horrible!! I’ve been calling for days and no one will answer the phone. All i need is a replacement card !!
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Horrible customer service!!! I’ve been a member for 19+ years, about two months ago I went to withdraw money from my account and was told that there wasn’t anything in there, I always tell the teller to leave a certain amount in my account & was sure she put the amount I needed from my check because I didn’t get my full check amount back. When I was contacted by the bank about my problem they said she seen the tape of the teller giving me all my money when I know for a fact it was not true, so I asked if there was a way I could see the tape the woman said she would arrange for that to happen & here it is 2MONTHS LATER NO CALL , & I have been calling NO ANSWER !!!
Feedback:
Dear Mr. Early: Extremely Poor & Disappointing Customer ServiceI’d like to preface my comments with the fact my wife and I have been customers of the Northern Star Credit Union (NSCU) since 2014 when we opened a savings and a credit card account. However, yesterday, July 16, 2019, we experienced extremely poor and disappointing customer service. I went to the NSCU Portsmouth branch in person to pay my credit card bill and to inquire about the waiving of a late fee after at least 4 telephone calls placed by my wife. Her last call was answered by a rep and she was told we needed to contact the loan department because they handle waiving credit card fees. I decided to go to in person to the branch to kill two birds with one stone; possibly get the fee waived and to pay the bill.I went straight to the Loan Department area when I arrive. Ms. Angela (declined to give last name) was working the desk in the reception area of the department. I explained my situation to her briefly. Ms. Angela looked up our acct. information and made a call to another employee & explained my request. Ms. Angela relayed to me that the employee declined waiving the fee stating fees are only waived when they are the result of an error on the banks behalf. I asked Ms. Angela if there was anyone else that I could speak to who could assist and possibly waive the fee. This is when a Ms. Jennifer Riley arrived at the desk I explained to Ms. Riley the situation and she began looking at our account information and proceeded to tell me that the account was not up-to-date because the savings account did not contain a balance minimal of $25 and it will eventually be frozen. I explained to Ms. Riley that my wife and I haven’t been held to the $25 account minimum requirement in years. We only opened the savings account because it was a requirement in order to be approved for the credit card we opened through their organization in 2014. After briefly going back and forth surrounding the $25 savings account minimum balance, Ms. Riley made it a point to bring up that I am not the primary account holder so she could not offer any pertinent account information and asked for my wife’s telephone number to contact her about the $25 account balance minimum. I explained to Ms. Riley that I was just there to see if the late fee on the account could be waived. I was not requesting any account information because I’m already up-to-date on the account dealings as I’m an authorized user on the account/credit card and I make the payment each month. I also made the point that if I never came to the branch no one would have contacted us or brought the minimum requirement to our attention again. Ms. Riley insisted on contacting my wife via telephone regarding the $25 minimum balance requirement and asked what was the best number to reach her on. I told her the best number to reach my wife on was the number listed on the account but I asked her not to call my wife. Although I did not explain this to Ms. Riley because I shouldn’t have had to, my wife was busy at work preparing for a business trip scheduled for tomorrow morning and did not have time to speak with her in length, hence my reason for coming to the branch.I attempted to refocus the conversation away from the $25 minimum and back to the potential waiving of the fee so I asked Ms. Riley if she was going to assist by waiving the fee because all I came to do was pay our credit card bill not go back and forth with her. Ms. Riley gave me a snide look and replied “No!” I said “Ok” and began to walk toward the teller area to make the credit card payment. Halfway to the tellers, I turned around and told Ms. Riley not to lock our account and she replied with either “I’m going to lock it” or “It’s going to be locked!” I cannot remember exactly which but it was either of the two. I began walking back to the desk and asked for her name and she said “Jennifer Riley.” ***Continued in the review below this one due to character restrictions***
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Below is the rest of my post from above that is titled: Dear Mr. Early: Extremely Poor & Disappointing Customer Service.....I then proceeded to the teller desk to make the monthly credit card payment. After making the payment, I returned to the Loan Department reception desk area to ask Ms. Angela who the President or V.P. of the Bank is. Ms. Angela stated that information could not be provided to me without an explanation of why. I only asked for a name and it was refused to me. I then asked for Ms. Riley’s supervision’s name and she contacted Ms. Riley via telephone to inform her of my request. Ms. Riley declined to provide her supervision’s name. I then asked Ms. Angela whom do I contact to express my discontent with how I was treated today. I expected a customer service number or the information of someone above Ms. Riley but received neither. Ms. Angela stated that I needed to speak with Ms. Riley to discuss the issue. I told her that I did not want to speak to Ms. Riley again since we JUST had a dispute and we obviously weren’t seeing eye-to-eye. She ultimately referred me to the NSCU website to fend for myself in obtaining the name of the President/CEO and a means of contacting him/her. I asked her “Is this how you all do business here because declining to provide the President’s name and Ms. Riley’s supervisor’s name is crazy!” especially in the customer service field. I asked for Ms. Angela’s name and she only provided her first name. I left the building after receiving Ms. Angela’s name.I immediately contacted my wife via telephone to describe what happened and she intended to contact the branch right away but while we were on the phone a NSCU representative called her. She missed the call but immediately called them back after our conversation ended. During the call, a gentleman told her that he was instructed to contact her regarding the $25 savings account minimum balance requirement and to find out when she intended to deposit the funds (you’ve got to be kidding me right). The gentleman never specified who instructed him to make the call but I have a very strong hunch about whom it was. Complete all around botch of customer service in my opinion. The irony is that I went to the bank to inquire about the waiving of a $25 late fee and ended up getting hassled about a $25 savings account minimum balance that we haven’t been held to in over two years at the least. Oh, let me not forget to mention being told that our account would be froze if we did not comply. We will be actively seeking another organization to transfer our credit card balance over to because if our experiences today is NSCU’s idea of how to treat valued customers, we want no part of it. We definitely deserve better. After performing a little research, I found out that the NCSU President/CEO is Roger Early. Mr. Early often responds to reviews left online and I surely hope he reads this review and responds. I also welcome the opportunity to speak with him via telephone and/or in person. I tried to give myself time to cool off rather than writing a review while angry but more than 24 hours has passed and I’m still bothered and disappointed by what occurred yesterday.
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Stay away from this place, I went to deposit a check I wrote out to my mother's (I am with Navy Federal) checking account, you know they would not accept it because they claim I misspelled her last name which is Jones, they try to say is was spelled Joner, you could clearly see it was a "s" at the end of her last name. I would never have an account with this POS CU. Do yourself a favor, go open an account with Navy Federal and if not qualified, go with Bayport CU.
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The absolute worst customer service I've ever receivedMy father, a federal worker of over 35 years, passed recently and throughout all the grief and pain I've tried to close out his accounts. However, after 4 weeks of phone calls I cannot get any help or return phone from the staff of this branch of their corporate branch after leaving multiple voice mails and messages. This is the most absolute shameful representation of people trying to help out those who have have helped out our community trying to hold on to this their money and not help out the family of who have passed. Throw your money into a bonfire. At least the heat will help out the homeless. This company's assistance to the community is not only non existent, but an insult to all government workers who have served us.
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They have a huge employee turnover. I've been here many years and only use it now for secondary business and convenience. Although if you have to deal with Lee, one of the supervisors, you may regret ever stopping in, so be warned. The tellers are nice and pleasantly accommodating.
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Customer service here sucks. They don't even know hownto answer the phones.. for 3 weeks couldn't figure out what was wrong with my card, turns out theybdeactivated my card cuz I needed to get a new one with the chip.. like wth
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