GECU Avis 3

I tried on numerous occasions to get ahold of customer service on the 1-800 number. I called during business hours. The line didn't connect me after 30 minutes, I hung up.

Tried the live chat on the app. The live agent there just spammed information from a knowledge base, and didn't properly ask "is there anything else I can help you with?" I made sure to ask to update my address, but that wasn't addressed by the agent, they abruptly ended the conversation. The timeline to getting my new card was in April, after the card expired in February. At this point, I was getting ticked off: a half an hour wait to speak to a rep and mediocre live chat were responsible.

The next day, I decided to be on the line before the branch opened to be ahead of the game. No immediate answer, and when I did get ahold of someone, the first lady seemed uninterested in helping me by the sound of her tone. She gave me a number to call. Great, I don't want to be helped by someone that doesn't want to help anyway.

So I called the second number for card service. Again, I had to wait 20-30 minutes for an agent. I did, having the phone on speaker and doing other things while I waited for an agent. This time, I did get an agent that was eager to help me get sent out a new card. I explained my card was expired since February and needed a new one. She initiated a change of address for me, explained I'd be getting the physical card in 7-10 days, stayed on the line to guide me with the temporary virtual card in the app, and she was cordial throughout, even expressing no one should be without a card.

I have my new card now, but it's about time to move on from GECU. This experience is worth 2 stars because of the lady that did resolve my issue. I wouldn't recommend GECU to someone looking for a bank because getting ahold of someone is a mixed bag.

RUN AWAY from GECU!! What terrible service. My elderly father has been a longtime client and I have been trying FOR MONTHS to help him close some accounts and keep others open. GECU has been bureaucratic, unhelpful, unkind, disorganized and heartless. Every time we fulfill one piece, they make us jump through another hoop. They lose documents, don't keep track of what has been discussed, and generally don't care.

I've had a checkings, savings, and credit card account previously with GECU. All of my accounts were closed even though I had a credit card balance and no other balances. I've had no online access since I had no open accounts but I would make payments to the credit card at the local branch. They do not give me any information on it unless I ask for it and they have to always call another dept to ask because the agents have limited information. I basically rely on them for balance information, payments, etc since I have no access. I didn't know I was late on a payment after paying on the account for years and they marked me 30 days late on my credit report. I went straight to the branch and asked if they could make an exception but Ashley, from the other dept, said no. A couple of months ago, I realized they were overcharging me fees that I didn't know of until I asked. They were benefits that I signed up for initially if I were to be disabled but GECU didn't remove them when the card was closed... they continued to charge even though I could never use those benefits. I asked for retroactive credit since they should have removed it but they wouldn't and just removed the fees starting the day I had to fill out a paper which was inconvenient because I had to go to the branch.

They do not try to help the customer out once they make no more money off of them and make it a hassle for payments once the accounts are closed.