Members 1st Federal Credit Union

Apr 4th, 2024

After 13+ years and three separate but equally frustrating issues with Member's 1st, I am DEEPLY regretting our time with y'all. I have spent no less than 14 HOURS trying to resolve what appear to be some VERY SIMPLE issues.  And instead of someone taking ANY accountability and following up with me when they say they will, I am forced into a vicious cycle of starting over at the Customer Service level, having to explain some very complicated scenarios over and over and over again, only to have things escalate as far as the next supervisor who "notifies the e-commerce or IT department" and will "get back with me in 24-48 hours."  This has been going on for a solid two YEARS. And, has the ability to effect both our finances and our credit.  When I ask, in the moment, to just please transfer me to someone in IT, I've been flat out refuse, despite the fact that one of the issues has been ongoing for more than two years and our records should indicate the HOURS I've spent trying to rectify a situation that Members 1st doesn't seem to give a hootenanny about.  I literally sat in one of your branches with Niki Zink, for THREE HOURS last month, trying to get things resolved.  And left there with the same "waiting to hear back from our e-commerce/IT department," and "I'll call you in the next day or two." AND NEVER HEARD BACK FROM HER. I called the number on "Niki's" business card, two days ago.  When the automated system asked if I had an extension for the person I wanted reach I said yes.  Then, the automated system asks me for the name of the person I want to reach. Me, "Niki Zink." System:  We have three people your search could match.   Are you looking for ____________.Me: NoSystem: Are you looking for _____________. Me: No. System: Are you looking for _____________. Me (screaming in my head: I HAVE AN EXTENSION!!!)Me to the system: No System: TRANSFERS ME BACK TO THE SAME CUSTOMER SERVICE DEPARTMENT WHO CANNOT HELP ME. I'm now forced YET AGAIN, to explain the EXTREMELY CONVOLUTED situations to a CS rep who PREDICTABLY CANNOT HELP.  Who then transfers me to a Supervisor, who I AGAIN HAVE TO EXPLAIN A VERY CONVOLUTED scenario to, WHO ALSO CANNOT HELP ME.  Who then tries to find "Niki Zink" in your system AND CAN'T because she is in their system as NICOLE.  ‍‍‍‍‍ But her business card says Niki.  But, I mean, WHY BOTHER PUTTING THINGS ON A BUSINESS CARD - like the name your company uses to locate you, OR YOUR EXTENSION when your automated systems ask if you have an extension AND THEN NEVER GIVE YOU THE OPTION TO INPUT SAID EXTENSION?You people are utterly ridiculous. So now, the Supervisor "finds" Niki, but not really, because she is gone for the day.  But sends a messsge to the Branch Manager, Jimmy. Who is supposed to be free after 1PM. Jimmy calls and leaves me a message at 4:54PM saying that he will talk to Niki tomorrow (yesterday) and will find out where she's at with my inquiries, and one of them will get back to me.  News flash: I know EXACTLY where Niki is (or isn't) with my inquiries.  I heard nothing from Jimmy or Niki yesterday.  I received a phone call this morning from Niki, clearly needing a refresher on the issues at hand.  And guess what?  She is "still waiting to hear from the e-commerce/IT department, from our conversation 3+ WEEKS ago! Shocker, I know.  Two best parts:  1.  One of the major issues that has caused such a TREMENDOUS problem is that Member's 1st ILLEGALLY granted me access, on my e-commerce login, to a Visa Card THAT DID NOT BELONG TO ME.  AND, AFTER DISCOVERING THE PROBLEM, THEY NEVER REMOVED THAT ACCESS.  FOR TWO YEARS.  It wasn't until the Visa Account was closed that my access to it was also removed.  Niki told me on the phone today, that it is a glitch in their system they are aware of.  Um. WHAT? So, you're aware that the glitch exists - and have been for TWO YEARS.  But, your customers' confidentiality and privacy just isn't too high on your priority list?  Oh. Okay. 2.  Me: Just so you know, I wasn't trying to circumvent you, when I called on Wednesday.  (I went on to explain the stupidity of your automated maze.) Her:  Oh.  Yeah.  I've had other customers complain about that.  I shouldn't even be in their system as Nicole.  My real name is Elizabeth. I just go by Niki. What the actual Member's 1st?!?!?  HOW is this nightmare of a credit union "Harrisburg's Best?!?"Harrisburg!  Raise. Your. Standards!!I'm writing up a very detailed report and sending it to the NCUA, the Attorney General's Office and the BBB, for good measure.  In the time I've wasted trying to resolve your ILLEGAL ACTIVITY FOR YOU.  I could have opened all EIGHT of our accounts elsewhere.
Aug 18th, 2022

I stopped here since Walnut Bottom rd is so slow, not any better. I think they need to hire a few more tellers instead of training them to offer insurance during my deposit.
Apr 11th, 2022

Members 1st isn't 1st in my book anymore after 14 years.  Before you get into a long term investment with years of accounts know this, if you get scammed or account gets hacked, Member 1st will not back you.  Instead they will cut you off and withdraw your money from any account to cover the losses. Read the fine print and ask the hard questions that is if you can get an appointment.   Also, they push on kids getting accounts, worst idea ever!!! They take your banking habits as an adult for everyday banking and apply the same to a 16 year.   Lots has changed over the 14 years and since 2020 the customer service disappeared along with some really good people.  Really disappointed with the leadership for allowing it to get this bad.
Oct 28th, 2021

Outstanding customer service and they genuinely care for the people who bank there. I have worked with the managers on a few issues this past year. Some unusual circumstances. They were amazing and so kind. I am grateful for their help and how they helped our family. I was especially impressed with their professionalismsm and that they kept the highest standard for protecting me and my personal information. Thank you!
Sep 22nd, 2020