Service One Credit Union - Campbell Lane, Bowling Green, Bowling Green, KY

I have been given the run around for several months since my mother fell and is in a nursing home. I am her POA for health, general POA and her representative for her will. I have been trying to get access to her account so we can pay bills. I took pictures of all documents and emailed them to the Credit Union. It took several weeks until I got a response that the POA was not usable because she had died. I wonder if anyone actually looked at the names on anything? I explained that the death certificate was for my sister who had been the initial POA, I am second. Now they want me to email the documents, pics were not enough. Now there were some discrepancies, no one could explain that. So they want the paperwork faxed along with talking to my mother from the nursing home!! Which I did both. Another two weeks go by and no one calls me back, I call them and now it is suppose to go to the lawyers because it is out of state paperwork. Another two weeks and now for some reason it is suppose to to “Compliance” whatever that is. After another week or so I am told the account has been closed!! No one has given me a straight answer for months!! Terrible service!!

Me and my mom have tried to call and talk to the call center and no one answers the phone, customer service has gotten so bad. They use to take care of their members, they have grown in other towns to make larger credit union but can’t take care of their loyal members. So sad Not seriously about Service anymore!!!!!

There fraud department mess with you and shuts your card down on the weekends and you have to wait till Monday to get help. There is no help on the weekends or after hours. Avoid them because of no support and harrisment from the fraud department. I have complained to the bank manager several times about the fraud department shutdown my account every weekend.

We are new to Bowling Green and Service One and so happy to share that our experience has been top-notch , 5 stars, hands down. Within a week we have become members and were able to refinance all of our loans from our other bank and much better rates. We were given welcome letters and emailed by Elisabeth Lindsey to welcome us and offer assistance. We worked with Carol on our loans and she was a blessing the whole way through with a great sense of humor, kind, Friendly and patient. We couldn't have asked for a better experience. We're so thankful we came here.

Update** The Campbell lane branch manager Paul was great when my husband went into the branch yesterday. I am not blaming any staff, I believe this is a system issue. All staff has been very kind but I am not holding my breath with this potential system issue. Paul and Scott the loan manager have both reached out and have been great and I am very thankful for their help and responsiveness. This gives me a lot of my confidence in this credit union, back to what it was when I first became a member. I had great things to say about the loan services. They were very helpful and informative but in the last year myself and my husband have been told that we are up to date on our loan payment for that month when we are at any of the branches making that month's payment but a couple weeks later we will get a call saying that we still owe on loans. This has ravaged our credit score once and we are diligently asking every month to make sure it doesn't happen again. Once again after going inside the Campbell lane branch to make sure everything was paid correctly because I had gotten a call again, I get another call a week later saying I still owe $50 because the late fee wasn't paid. Even though I specifically asked if I was caught up until feb. I get charged the late fee which I understand but how can you tell me that I am caught up on and I have just given you hundreds of dollars but you miss $50 in late fees but that is somehow my fault? I will be recording my interactions at all branches while I am a customer there because I am over being told one thing and that not being the case.

These people will give you the run around for hours for a pin reset, they will hang up on you 10 minutes before closing to get to their nail appointment, you will be waiting 72+ hours for your mobile deposit to go through, and no, their ATM's do not work. Edit: I was being generous with 72+ hours, I just called and was told my mobile deposits were going to take an additional week. Their site fine print basically says they do not work after 2:30 or on Saturday when they are technically open. You're fired. No one is going to put up with this. Bye!

Update** The Campbell lane branch manager Paul was great when my husband went into the branch yesterday. I am not blaming any staff, I believe this is a system issue. All staff has been very kind but I am not holding my breath with this potential system issue. Paul and Scott the loan manager have both reached out and have been great and I am very thankful for their help and responsiveness. This gives me a lot of my confidence in this credit union, back to what it was when I first became a member. I had great things to say about the loan services. They were very helpful and informative but in the last year myself and my husband have been told that we are up to date on our loan payment for that month when we are at any of the branches making that month's payment but a couple weeks later we will get a call saying that we still owe on loans. This has ravaged our credit score once and we are diligently asking every month to make sure it doesn't happen again. Once again after going inside the Campbell lane branch to make sure everything was paid correctly because I had gotten a call again, I get another call a week later saying I still owe $50 because the late fee wasn't paid. Even though I specifically asked if I was caught up until feb. I get charged the late fee which I understand but how can you tell me that I am caught up on and I have just given you hundreds of dollars but you miss $50 in late fees but that is somehow my fault? I will be recording my interactions at all branches while I am a customer there because I am over being told one thing and that not being the case.

We are new to Bowling Green and Service One and so happy to share that our experience has been top-notch , 5 stars, hands down. Within a week we have become members and were able to refinance all of our loans from our other bank and much better rates. We were given welcome letters and emailed by Elisabeth Lindsey to welcome us and offer assistance. We worked with Carol on our loans and she was a blessing the whole way through with a great sense of humor, kind, Friendly and patient. We couldn't have asked for a better experience. We're so thankful we came here.