Members 1st Federal Credit Union, York, PA

Been a customer for several years. Have to praise the teller (Brook Hancock) at the White Street branch in W. York. She was awesome when I dealt with her. They should double her salary!

Lamont acted extremely annoyed and combative at me for requesting bank statements - now I get anxiety if I may have to deal with him. 12 sheets of paper ended up being $24. That is straight up robbery and taking advantage of previous customers needing documents for government welfare.

The ATM took money out of our account without giving us the cash. The number on the ATM was broken. We are having to wait now over a week to get our own money back, which is frustrating and ridiculous. I have been banking here for over twenty years though, and everything else I have to say is positive.

Can never get anyone on the phone. Wait time 20 min+ and trying Chat online wait time over 1 hour! I've tried clearing up our issue twice. Last time was through drive up which is not private. No one was able to speak to me inside. Thought it was corrected but when checking my Sav bal and Loan they apparently did the opposite of what I requested. Can't wait until loan is paid off! Received a call from them and after 3 tries everything has been taken care of. Thanks!

Today, I went to Members 1st to inquire on the next steps in resolving my mother’s account. With bank card, my drivers license, and her death certificate in hand I proceeded to see the teller. (Upon waiting to be acknowledged) I was called up. I asked questions and the papers were copied. I had another set of question to which Amanda said she didn’t know and would have to contact the business office. She walks off and ask questions. Upon hanging up, she proceeds to tell me about my mother credit card and bank account and in order for me to receive my mother’s fund that I need to give them a paid funeral receipt. I then said to her, my question was about getting a copy of her statement”. As she continued to speak, I stopped her and said can I please speak with a manager, I have some additional questions. At this time, Amanda smirks and says sure. She begins to type on her computer and 2 and 1/2 minutes later (I checked my phone) she states I just sent the manager a message she will be right with you. I stated that was a long note. About 5 minutes later, the assistant branch manager Connie Wilson walks over and ask am I the only that have questions about an account (I am the only one sitting in this space at this time). I say yes and follow her to her office. Connie closes the door and begins to state that she was on the phone with the business office and begins to talk about the account. I said Connie you are making an assumption on why I asked to come into your office. She says oh I know why you are here. You are asking about your mother’s account. I said no ma’am I am not asking you that. I came in here for something else and you are making an assumption. She continues to try to talk about the account when I reiterate that she is making an assumption. I said you didn’t ask me how can you help me. You took what was said to you and without asking me the customer what it is that I need. She said if I am not going to listen to her that I can just call customer service and that I can just leave. I said again, ma’am I came in to tell you about how your teller Amanda tried to handle me, she was not kind and she smirked. But after this behavior, I can see where this type of treatment stems from. She stood up (in an authoritative manner over her desk) and said you can just get out. I am at awe at the treatment of trying to handle business after one’s parent passed away. Needless to say, that all of our accounts will be moved to another credit union. This might not be anyone’s else ism but I do not wish this type of encounter on anybody. John at the 800 number was kind. I stated to him this complaint needs to be escalated to their district manager and I will await to hear from someone so that I can make a formal complaint. Additional Note: While sitting outside speaking with customer service, the bank employees begin to come out. Lamont (a representative that I know) came out to give me condolences on my mother’s death. I looked at him and said how do you know, I wasn’t speaking to you. She said welll they… and I ended it with they was talking about me. He went to apologize for what happened and I said it was unacceptable and it is not your responsibility to do that.Lamont said you were upset. I said no I wasn’t (because I wasn’t) I asked her a question and she didn’t answer it. So he went on to tell me what should have said. I said that doesn’t change what was but thank you. He again apologized and I said your manager kicked me out. I stated that she assumed what I was coming to speak to her about and not one time did she ask me. She kept trying to overtalk me. He apologized again. I said this is and was not your issue. I am more disappointed at the outcome of this. My hope is that the powers to be will investigate this situation and listen to ALL parties and not listen to individuals that have clearly attempted to get their stories together. I also would like the a district manager to pull the videos and the note that was sent to the assistant branch manager, Connie Wilson for closer look at what happened

Everytime I go to use the ATM it's out of order and the coin machine. Driving to this branch is a complete waste of time two out of three times.

Been a customer for several years. Have to praise the teller (Brook Hancock) at the White Street branch in W. York. She was awesome when I dealt with her. They should double her salary!