UFirst Credit Union 811 East 12300 South, Draper, UT 84020

"We have banked with UFirst for over 20 years. We loved the small-town feel and the fact that when we walk into a branch they know us by name. But over the last couple of years unfortunately things have gone way downhill. It first started with them changing their website and app a year or so ago. When the first new website was loaded it did not have the ability to show amounts over $9,999.99. We have a business and run much more than that through on a monthly basis and this is absolutely absurd. They did get that fixed. But the new website also is extremely inconsistent in what it categorizes transactions as. When we try to reconcile deposits and transfers it sometimes shows where the transactions come from or go to and other times just says something like “deposit” or “transfer” and the amount. This has caused a real accounting headache on our end. Then a couple of months ago we paid off a vehicle loan. We wanted to cancel the bill pay to the institution that held that loan since it was paid off. But when we tried to access our bill pay it said it had never been set up which made no sense since every month for a few years it had been automatically making the transaction through that very bill pay. They were perplexed and their best solution was to put a stop payment on the transaction which could only be good for 6 months and they suggested we keep coming in every 6 months to re-set up the stop payment. They tried to insist that maybe the payment was initiated from the other institution, which it was not. We spent hours on the phone with the bill pay company trying to resolve the issue. We were told every excuse under the sun. We heard them swearing and bad mouthing us and all clients who call in when they “put us on hold” but failed to mute the phone. It was honestly the most unprofessional experience we have ever had. Ultimately after numerous trips into the branch, and many, many hours on the phone with both UFirst and the bill pay company we finally (hopefully) got the issue resolved. It was a glitch in their system that shut down our bill pay and made it look like it had never been set up (crazy when we had active automatic payments that had been going for a few years). Yesterday we tried to use the e-deposit to deposit a check. Today we received an email that the deposit was rejected. After calling in they said we have to have the check in hand to deposit. We have dealt with other institutions that allow us to deposit a check from a picture of it. Apparently they do not allow this which makes no sense since we have to take a picture of the check to e-deposit it. To say the least we are beyond frustrated and are actively working to move our banking to a different institution. UFirst doesn’t care about clients and it is really showing. We highly suggest banking elsewhere."

"Something changed with Ufirst. Customer service isn’t the same and when my account accrued many fees randomly that never used to happen and they refuse to refund them. We are leaving ufirst to find a bank that works with their customers."

"Worst experience in 20 years. The service has deteriorated significantly. Just a newer or upgraded branch does not make you better. My account was locked few days back (without any reason). I have been trying to reach an agent on phone. I finally got to an agent after 30 minutes in the queue and the agent sent me back to the queue. I have been calling and calling and calling. Chat online on the website does not work. What is going on guys?"

"Frustrating! I wanted to pay off extra principle on my car loan, but you can't do it online; you have to do it in person. I went inside the Draper branch, but the teller didn't know where the forms were to fill out to allow you to pay extra principle on a loan. Really? Electronic payments to UFirst aren't available through my other credit unions so I have to have a check sent to them in the mail each month. After having the car loan for two years, they sent a notice that they they haven't received a copy of my insurance policy. They want a form showing they are the loss payee, the VIN, full coverage with $1,000 deductible or less, and the dates of my coverage. They received this from me when I bought the car. Maybe this is a new thing, but I've never seen it before. This is my 8th car loan--my first one at Ufirst and probably my last at UFirst."

"“I can help you! We can refinance your auto loan and give you cash and instead of a 5.99% (in the fine print…nearly increase it to 17%) …please sign on the dotted line and we’ll take care of it! A “great” institution would seek for what’s best for the customer. Be an advocate we can trust and believe “has our back” This bank definitely has the potential to “be more” I’m at a crossroads right now…either waiting to pay off my auto loan and personal loan or transfer to another institution “that actually cares” I can’t even get assistance opening a checking account there. However, within the past year, the agents that work there have been seriously “ruining their name” They have been careless, disloyal and a disservice to the customers. Retrain or rehire is what I would suggest."