ORNL Federal Credit Union

"My card was permanently locked due to fraudulent charges and Wanda helped me get a new one. She was friendly and easy to talk to and I was in and out in under 15 minutes with my new debit card. Very happy with the customer service I received!"

"I just left your Chapman Highway Location in knoxville and I am highly disappointed. April Lee always helps me and she’s wonderful. Nothing to complain about with her. Unfortunately, while i was with her, i over heard another employee tell her coworker that my perfume was too strong and that she couldn’t even get close to me. she had to sit far away. i was “too much” for her. I understand asthma and other health problems would make you feel this way about my HAND SANITIZER - not perfume - but i believe it was rude and degrading to say it out loud. We all talk about our customers. I get it. But at least wait until we leave the building."

"My experience at ORNL at setting up a Home Equity Line of Credit (HELOC) was a nightmare. First, the loan officer quit late in the application process, forcing me to start my application over. To their credit, an ORNL officer rushed the application through so that my contractor could be paid as contracted. Apparently, it doesn't actually take very long to process a HELOC application, despite the prior requirement of four weeks! I went in to the office to set up an auto pay plan for the HELOC, signed the papers, and left confident that my payments would be made and my flawless credit record preserved. NO payments were made! I received no notice from ORNL, but learned I was delinquent when my credit card application was turned down. An officer at this institution told me they could not set up an autopay on a HELOC because the payments could fluctuate. They did not even bother to confirm that I had already set up an auto pay two months earlier, and it was not working. When she finally looked it up and realized that, yes, ORNL had set up an auto pay, but it wasn't "activated." She promptly set up the requested auto pay. Bad info, bad service, damaged credit, but no one at ORNL ever apologized or took responsibility."

"Absolute WORST customer service of any bank in the US. They locked my debit card because of “fraudulent transactions” and their customer support agents were rude and incompetent. They were unable to reset my transaction limit for the day, so I couldn’t use my card at all and wasted 2+ hours of my time with the idiots at the call center. AVOID this bank at all costs unless you just need somewhere to keep your money safe without immediate plans to spend it. Awful experience all around."

"I have been a long time member with ORNL and have held numerous loans with this small branch with no issues. The convinces of biweekly payments, transfers and bill pay made banking easy when the pandemic hit. I have had several fraud transactions over the years and instead of panicking I knew ORNL would have it resolved in less than 72 hours. I now take advantage of there text alerts for withdrawals as well as round up transfers!! Loose your card no problem walk into the branch and for a small fee you’ll have a new card. My 16 year old loves the scan check deposit simplicity! The staff even makes it a point to know me by my first name before I even give my account number which amazes me every time as I’m just a local nobody ! Most recently Alex Minton not only worked with me on one spur of the moment small loan but a second in less than a month. The process was completely seamless for what I was looking to do to. He explained my best options for the type of loan I was wanting even checked out both vehicles I was looking to buy and the businesses I was looking to buy from. Even though almost quitting time both times he was able to secure all the necessary documents and provide a check in less that 24 hours all the while being professional, courteous and being mindful of my time. If your wondering if this small branch will meet your needs the answer is “YES”!!"