Empower Federal Credit Union, Johnson City, NY

Worst, worst, worst financial institution I've ever dealt with in my life. If there's any way at all you can avoid using their 'services,' do yourself a huge favor and go elsewhere. In December 2022 I spent 51 minutes ON HOLD to speak with a person, only to be transferred 3 times. The last person I talked with ended with me requesting to speak to a supervisor who, (surprise -- not), wouldn't even speak with me (this, after an additional 41 minutes trying to get my payments straightened out. I normally send a paper check monthly for my car payment. In November I utilized my bank's online bill pay (which I've never had a problem using) to send in my payment to Empower. It was seemingly so simple that I sent my December payment in the same manner. On December 5th I received a letter from Empower saying my account was delinquent, they hadn't received my November payment, and I've been charged a $25 late fee. I checked with my bank first - turns out Empower returned both of my bank's checks. Apparently, my bank should've specified their checks needed to be deposited into my checking account and then I could authorize the car payment. Whatttttt???? Why would my bank's check be any different than mine? Frankly, I would think their check would be more reliable than that of a customer. In the end I was told the $25 charge would be reversed once my payment was received. It is of no surprise to me at all that when I received this month's car payment statement, the $25 was not removed from my account. My plan is to get a loan through another bank and pay off these jackals. I don't have time for their joke of a credit union run around.

You call in, you wait 30 minutes just to get a phone rep. You give them your account number/social, then they ask for your password for online banking. They tell you it’s wrong even though it’s not. They won’t let you make a payment on an account without confirming this password which makes zero sense, they say you have to go in to a branch. Nah. Even if they did let you make a payment, they charge you $10 for making it over the phone. They tell you to make a payment online. They charge you $10 to make a payment using a credit/debit account. Take your business to Visions, these guys are a commercial bank hiding under the title of “Federal Credit Union”.

Most Horrible bank I’ve ever experienced I was a member of Horizon FCU and this bank could never match how professional and nice Horizons were I can’t even get into my own account not even with my social it takes 15 -20 mins to get a hold to someone only for them to tell you they can’t do anything please Take your money and run this bank is horrible …. If I could give no star I would

Absolutely the worst bank or credit union I have ever dealt with. Gave me incorrect account numbers for my direct deposit. This caused deposits to be denied. Took me multiple times to resolve this with employees lying to me on my deposit situation. Run from this bank because it seems their management cannot even correctly think through a bank merger. Terrible foresight, terrible banking knowledge, terrible customer service.

What a nightmare! 3 phone calls to report fraudulent charges. 1 call to shut down the card, 2nd call to dispute the charges and then 3rd call to get the bank to send a new card. The kicker is you call the same contact # but no one transfers you or can handle everything in 1 call. Ridiculous

Worst, worst, worst financial institution I've ever dealt with in my life. If there's any way at all you can avoid using their 'services,' do yourself a huge favor and go elsewhere. In December 2022 I spent 51 minutes ON HOLD to speak with a person, only to be transferred 3 times. The last person I talked with ended with me requesting to speak to a supervisor who, (surprise -- not), wouldn't even speak with me (this, after an additional 41 minutes trying to get my payments straightened out. I normally send a paper check monthly for my car payment. In November I utilized my bank's online bill pay (which I've never had a problem using) to send in my payment to Empower. It was seemingly so simple that I sent my December payment in the same manner. On December 5th I received a letter from Empower saying my account was delinquent, they hadn't received my November payment, and I've been charged a $25 late fee. I checked with my bank first - turns out Empower returned both of my bank's checks. Apparently, my bank should've specified their checks needed to be deposited into my checking account and then I could authorize the car payment. Whatttttt???? Why would my bank's check be any different than mine? Frankly, I would think their check would be more reliable than that of a customer. In the end I was told the $25 charge would be reversed once my payment was received. It is of no surprise to me at all that when I received this month's car payment statement, the $25 was not removed from my account. My plan is to get a loan through another bank and pay off these jackals. I don't have time for their joke of a credit union run around.

Soooooo Bad. Since Empower took over Horizons it has been nothing but issue after issue. It took 3 days for a mobile deposited check to go through haha. After waiting for literally 20 minutes I was asked to leave a call back number (by a machine not a person). To no great surprise I never received a call back. Called again, this time it took 15 minutes to speak with a person. They handled the issue but it should not and would not be an issue with other banks. I left this bank and I encourage everyone else to do the same. Absolutely the most horribly run place i have ever dealt with. 👎🏻