OnPoint Community Credit Union

"Not a member, but I did a transaction that required me to walk in here on a Saturday morning. Two tellers working, Simi long line, they still delivered great customer service, wore a smile and did a great job assisting me. It looked like they offered a lot of benefits for members, great interest rates, coin counter machine, flexible accounts. Nice waiting area. ATM option."

"I was going through my bank account and realized that a little over $5000 was missing from there. The transactions showed from two separate locations that I had not been shopping at. I opened an investigation with this Onpoint location since it’s our primary one and the first thing they told me was that I had to have made those purchases and withdraws since it was with my new debit card which they never alerted that they mailed to me which was extremely negligent making it that much more confusing that my card had been stolen and compromised. Somehow this person had obtained the new debit card that Onpoint sent out, they knew my pin exactly, and they knew my exact withdraw limit. After endless attempts of trying to explain the situation and get to the bottom of it with the teller on when they sent my new card (which they kept telling me they didn’t until she finally saw in the system that they did), how they think this happened, etc., I asked for the manager. Instead of coming out to talk to me and help me, the manager (who I could see through the glass doors, was not occupied with another task or on the phone) refused to come out and kept sending the teller back and forth with information. I left extremely upset and disrespected. That manager should not be in that position if they cannot even come out of their office to have a conversation with a member about resolving a huge breach in their account. Talk about fostering distrust. We knew more about the inner workings of Onpoint more than this branch did, including having to investigate ourselves and figure out what happened without any help from this branch where they accused me of taking the money out myself. We ended up contacting and speaking with employees of a different Onpoint branch where they were super kind and helpful. It took over a month for us to receive our money back but thankfully we did. I essentially had to perform the investigation myself and gather all the necessary information because OnPoint wouldn’t look into it at all. Overall, a very disappointing and traumatic experience where it completely broke my trust and loyalty with this bank (posting on my husband’s behalf) because he was the one who was dealing with all of this."

"I have been into the bank a couple of times in the last week to open/ close accounts. Katherine M. Helped me both times and she is OUTSTANDING! she is so patient, super sweet and genuinely caring! Thank you OnPoint for having such a fabulous individual as part of your team. She really is a gem."

"On my first visit, I had explained to the banker that I was looking to move all of my banking accounts to a new bank because of dissatisfaction with the customer service of my previous bank. I was told that a couple of my new accounts would require me to speak to another banker, so I opened the ones I could and setup and appointment for the following Saturday. When the appointment day arrived, I went into the location and told them about my appointment. I was immediately brought to the banker, who claimed that the only appointment she had was for someone else. I explained that my appointment had been set a week ago, but she insisted that I had no appointment on the schedule. She was extremely rude and short with me, especially considering that I had just moved my accounts from a bank with poor customer service. I promptly closed my remaining accounts with Onpoint and will NOT be doing business with them again. Add them to a growing list of banks that are not the least bit interested in providing any kind of security or customer service."

"There are many different reasons to value a bank or credit union. For me it starts with great customer service weather it's over the phone or in person at the branch. OnPoint Mill Plain branch shines very bright in that category! Aside from customer service, OnPoint as a credit union is there to serve it's members, not shareholders, like traditional banks. OnPoint offers very competitive rates on auto financing, credit building programs for young people without a credit history to obtain their first credit card and build credit. And many other services designed to help their customers without feeing them to death like the giant monster megabanks. Every experience that I have had with them has been exceptional from a customer service standpoint. As long as they continue to shine they will continue to get my business. in my 52 years I have had many relationships with various financial institutions and I never thought that I would leave USAA, but OnPoint has won me over. I wish I got the teller's name that patiently helped at the counter on 4/20/2021. The transaction took nearly an hour and a half because my other bank (which no longer has my business) could not do something as simple as letting me withdraw my own money through a debit card cash advance. The teller who helped me at OnPoint was very courteous, friendly and helpful throughout the entire hour and a half that I fought on the phone with my old bank. Whoever you were, thank you!!! You now have a new customer."