Workers Credit Union, Fitchburg, MA

Workers Credit Union used to be a great bank. I've been using them for over 25 years. But recently things have changed. All tellers were removed and replaced with video machines. This is extremely frustrating and has caused me to be forced to wait to speak with someone in an office because the machine cant do my transaction. Then came a software upgrade to these machines in October. Not surprising, the upgrade went bad and all the machines went down. Its been 2 months and the machines are still not working. There has been basically zero communication from the bank to keep members informed of what went wrong, or any estimates to when we can have access to do banking again. At this point, other than using the mobile app, the only access we have to bank transactions is to wait for someone in an office to see you. For every single withdrawal or deposit, you need to wait for the office workers. I had always raved about WCU to others and couldn't have been happier with them. But once the workers were replaced with machines, everything changed. It's now almost impossible to do any banking. I have tried to be patient but am really at the end of my rope. It will be a lot of work to switch all my accounts to a new bank, but I can't deal with this any longer. If there were at least communication, or someone who could give answers other than "the software is still broken", I may feel differently. So I would rate this bank with 1 star instead of zero, mainly for the years that they were a great bank. Unfortunately that time is now gone.

My review is for the online bank. The interest rates, online app and interest deposits to the accounts the past 3 months (as of 11/6/22) Have not met the advertised/previous standards of past months. My interest rate deposits has been broken up into two installments, one at the end of month and then another a week later. This past months last deposit was especially low, lower than last months and I have not decreased my balance. Also, you get charged $5 to remove any money at any time, though they are good about refunding it if by accident. Additionally, It takes almost a week for your deposits to show up/be deposited unless via online check deposit. I would not have wasted my time if I had known about any of these issues. Moving my money elsewhere as soon as I can get ahold of a representative. Update: trying to close your account with workers? Good luck. I was told over 3 weeks ago that my account would be closed, called on a Thurs almost 3 weeks to see where my $ was. Account was never closed and no record, they'll escalate it & have someone call. I called Fri still no note, no record I wanted it closed and they said they'll escalate it. I write the company an email Monday (proof I contacted them) then someone calls & tells me that someone closed it that day & they can't expedite the check or get me tracking info. There is NO way to contact ANYONE who can help with any account related discrepancies. You have to call customer service & hope a 'higher up' calls you back.

About 2 months ago the ATMs and lobby were closed without notice at 2 on a Friday. I had no way to deposit money or get money until TUESDAY of the next week. When you call the 800 number they have no clue that there is any issues because they aren’t based in the area. Very frustrating to say the least. Since then the ATM has been regularly out of service. The lobby is sometimes open but without any humans to help. My son has an ATM card and for months it has been unusable at any other ATM other than a Workers one. When we finally got a human to talk to about the problem, they told us it was their fault not ours. Not helpful! My debit card has also been rejected by other ATMs for no reason. Overall the banking at Workers has consistently declined over the years. Disappointed.

I have banked here for 30 years. There are no more tellers inside or tubes at the drive thrus. There is no staff readily available to help. Everything is automated kiosk garbage. If i had wanted a disengaged and disinterested online bank i would have signed up for one. Where has the customer service gone with this bank? If you can't supply the banking service you don't deserve the banking customer. You have disqualified yourself from consideration of any further business.

After many years at workers, I cannot express how horrible the new system is. Multiple times I have been locked out of my account, unable to deposit checks, unable to receive a new debit card, mobile deposit not compatible with the new IOS update, deposit two payroll checks and cash at the Leominster location and it took 6 days to clear. That’s just a few things. Please clean the blood and spit off of the atm at the main st Fitchburg location

Very disappointed! The employees seem to not care about any situation that’s going on. Let’s start: I called in to asked for a deferment payment on a loan based on unexpected moving expense. I been with workers credit union for over one year now and by far the worst bank to finance with. I never had a late payment and always paid on time for the last year. I went ahead and asked for an extension for only one payment for the first time “me thinking they will approve it since I been good to them and made all of my previous payments on time”. They mention they defer payments once you been with them for over one year, but that’s NOT true. You will go to hell if you ever need to request an extension with these people! They will ask for so much things that other financial institutions don’t even ask for such as: bank statements, letter for reason, notice to quit lease (which I provided), receipts of recent purchases that you made, new household lease information. The sad part is that you give them all of the tools they need to approve you, but yet they tell you..DENIED and there is nothing they can do. I will continue making the payments and extra payments now to pay it off faster. UPDATE: I let my frustration get to me at first. I spoke to Rosa on the phone and we came into a mutual agreement. Rosa called regarding my disappointment I had with the payment department and she was professional, friendly, understanding, and helpful in every way possible. Rosa listened and understood my situation and the reason why I was frustrated with the payment department. Rosa work it out with me and even though I made my payment for the month I was requesting a deferral for, she offered me two deferral payments. Even though I needed one deferral payment, she went out her way and provided more than the help I needed.I really appreciate her help and glad to say that myself and workers credit union came to a mutual agreement that benefit us both. Thank you Ross for being understanding and helpful!

There was a day when a quick phone call could square away any issue, not now. I never used their online bill pay before but I have with NBTC and Fidelity. They were easy to set up and any questions, simply pick up the phone. Been trying now for two days to get online bill pay to work and it’s like pulling teeth. Spoke to their customer service dept seven times over last two days and nobody can seem to help me. To top it off, they could care less. Very sad how things are getting there. It once was a good bank, now, I can’t wait to get all my accounts to another bank.

I’ve been using them for over 20 years, they detected fraudulent charges on my account and notified me, I filed the complaint and after 4 months they have not reimbursed the money stolen from me. When fraudulent charges arose with my other bank I was given the money back within a week. I’ve called multiple times and I just keep being told I’ll get a call back. And then I do not. No help, no reimbursement, no customer service. Don’t bother. *update: they contacted me immediately after I posted this and started working on the issue. I was called multiple times and treated very kindly. Which was appreciated. HOWEVER nothing has been done to fix the issue and I have not heard from them since. Banking with my money shouldn’t be this hard.