I received an email for refinancing an auto loan with them. I’ve had an account, credit cards and previous loans with them, so figure why not. They ran my credit causing my score to drop and never contacted me or returned calls or messages. My credit score is good so I know that’s not it. I will definitely be taking my business elsewhere.
Terrible customer service, outdated processes that make you jump through hoops. Awful online experience and no support to help. Avoid.
Do not bank with these yuckos. I switched to a new financial institution but kept my VCU account in case stimulus money came in or tax returns or something of the sort. Long story short a few charges came through. They took three months to get ahold of me by snail mail despite having my email address and phone number. They really let the charges rack up so they could charge as many overdraft fees as possible before letting me know. For about $100 in charges $225+ were charged in overdraft fees. The virtual tellers are awful. No one seems to know what they're doing there. I have had multiple instances where I went in for something simple and couldn't be helped without setting up an appointment with an FSR. For example: I went in for a to date statement. "You'll need to setup a meeting with an FSR for that". No I don't. I used to work there. I know y'all can do that. I know how to do that and I don't even work there anymore. Jaime is uninterested in training her employees and undeniably plays favorites as some of the worst people I've interacted with (see: Lorena, who herself is snide, impatient, and outright rude to coworkers and the clientele alike).
Had to make a reservation to speak with a rep. She was expecting us and took care of the business quickly.
EDIT: In reply to the Owner. There's a reason your branch has a low rating. Your employees don't use common sense. The account was locked when THEY falsely reported fraud. I offered to get my mother on the phone but lazy Andrea said no. Guess what the fraud department did.... they got my mother on the phone and cleared up the situation Andrea could have resolved in the first place. Your branch might as well close if you're not going to hire smarter people. ORIGINAL POST: My mother was in a horrible accident and put me in charge of handling her bills and affairs while she’s in the hospital. I took all her documentation to Vantage to perform her wishes. I answered every question the drive thru bank teller, Tiffany, had. Instead of explaining that she had concerns, lied and said she had computer issues and asked me to go inside. Ok sure no problem, I have nothing to hide. I go inside and the next teller, Tuesday, also created an issue in her head and instead of addressing the concern to me, she sends in Andrea. I explained to Andrea and Tuesday my mother’s situation. She said they couldn’t help or release funds even though I have all her documentation. I said ok let’s get my mother on the phone. She declined. I asked her to ensure me that this will not block her automatic bills nor lock up her account. She said it would not. Guess what, she immediately locked up the account after that. Please take some courses on how to have compassion and empathy for your customers. The amount of time my mother spent OVER THE PHONE verifying her account information and explaining the situation to the fraud department could have easily been done OVER THE PHONE with Andrea, Tiffany & Tuesday while I was in the bank. Use some common sense. The account is now fixed, no thanks to the 3 Stooges. I advise everyone to patronize with the many other credit union options in the area instead of Vantage.
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