Monterra Credit Union

"I wanted to open a savings account for my kid and I called to ask if I needed an appointment. I called their branch and I was told that I didn't. Because it's a Saturday at 12:45pm the employee didn't want to help us. He said we needed an appointment. The way he talked to us was very rude and unprofessional. He approached another lady to ask if she needed help but he didn't bother to ask us. So I had to ask him to help us as he was passing by. But wasn't expecting his reaction. I would recommend to either do everything online or simply go to a different branch."

"I very much regret opening a business account with SMCU. Customer service is severely lacking. When I signed up the agent did not enter my business name correctly and it took two weeks to sort it out so I could use the debit card and use my account. Many times I have been left in the dark with communciations and wish I had stuck with SF Fire Credit Union and may be switching back. Today I placed an order and for some reason there was a hold put on my card because of this transaction. I was never contacted; no calls, texts or emails to indicate they put a hold on my card. I had to call the number on the back of the card which then an agent named Kenneth told me I called the wrong number (how is it the wrong number if it is on the back of my card?). Then I called the number Kenneth gave me to then be connected with... Kenneth! He told me I called the wrong number again and proceeded to give me the exact same number to call. Unfortunately I had to get argumentative as he wasn't willing to help or connect me with someone who could help me or transfer me to a supervisor. Once I asked for a supervisor, he refused and then looked into my account and within 10 seconds was able to remove the hold on my card."

"I have been with SMCU for Years and have always had Excellent Service through all my needs. I recently decided to have my car refinanced and wanted to pay off a some debt. Elizabeth Alvarez went Above and Beyond to walk me through every detail. She helped me understand my Car Loan and how to get a better rate through the refi. She was patient with me that I would understand every aspect of this process. I want you to know I never even had to go in to the Bank, she assist me through the Phone and guided me with so much joy. Simple and Safe, San Mateo Credit Union works for your Best interest and they always want feed back to better their system. SMCU I hope you know what a Treasure you have "Elizabeth Alvarez" Thank you for all your services. Elizabeth Jauregui"

"I want to thank Hanz Lavagnino for his EXCELLENT customer service. I came into the branch selling a car in which I had a loan with San Mateo Credit Union. California State makes it difficult for such a transaction. Knowing the difficulty (especially during Covid), he called his resources at headquarters and came up with a solution that solved the transaction within 15 minutes. Customer Success is the heart of any organization, and Hanz exemplifies this belief."

"I wanted to thank Mary Ellen with member services out of the San Mateo office for her excellent customer service I received today. She was extremely busy with many members and was able to professionally help each customer in-between helping me with my account. She is excellent at her job and wish all people I deal with daily was as nice and professional as she is. Thank you Mary Ellen for your help."