Edwards Federal Credit Union - Palmdale, California

Chiffon J.

I have been trying to get a hold of the bank manager for weeks trying to close my sisters account after her death. The lack of help I'm receiving, has made our grief process much harder for our family.

Can the customer service at this bank be worked on? Do they need more or better training? Are you hiring?

Lakesha M.

Since joining Edward's Credit Union, I’ve found it consistently difficult to receive the help and great customer service I expect. Kimberly, in particular, has been unprofessional and unhelpful, especially during times of financial stress. She behaves as though changes I make to my account to suit my needs personally affect her. When transferred to another person, she tries to paint me as the problem, despite me clearly explaining my situation. Fortunately, Margie, the loan officer, was able to step in and honor my second request, which I greatly appreciate. Kimberly could definitely learn a lot from Evonne, whose outstanding customer service has been a breath of fresh air.

I want to thank Evonne at EFCU for her professionalism and support. I truly value her approach. By contrast, I bank with other institutions where my experience has been excellent, with consistently great customer service.

just_joy13 A.

Worst bank option if you’re not staying local (who knows if it’s any better if you stayed close), which isn’t an option in the military. Customer service via email is terrible. I either didn’t get answers to email inquiries or eventually got an answer after multiple follow up emails. Calling in is no better. It doesn’t seem to matter what time you call, when they first open/towards closing time, waiting for about an hour, if it doesn’t happen to hang you up after all that waiting. you always had to get transferred to the specific department you’re calling for, so another 30 minute hold, if someone even answered that call. I paid off a car loan 2 months ago and still haven’t gotten the title in the mail. I keep getting told it’s been shipped out, given a tracking number that can’t be tracked when you look it up, which is suspicious. “Elevating it to a supervisor” doesn’t get you an answer any faster or anything other than it’s been shipped and “should be there soon”. 0/10. Do not recommend and definitely never using again.

Jeff M.

Customer service is so poor, call to ask simple question at end of the day and after 15 minutes of waiting it goes to call center, due to Palmdale branch closing at 2 PM. Does anyone really wonder why members are pulling out in droves? This CU used to be a respectable institution in the AV, now it is a fine example of how NOT to run an organization! Stay away from this institution if you want some form of Customer service, better service on accounts, better interest rates and the feeling that you are important, not another stat for tellers. BEWARE, NOT A GOOD CREDIT UNION

Jennifer R.

So far I'm not to happy with the customer service, app or banking experience overall. I opened a new account and had to wait 10 days ( 7 business days) for my money to be available. When it finally was Im still unable to use it and don't know why as I can't get in contact with anyone. The text number that is given via the automated system is incorrect, I had to look it up myself. I was told a bank manager would reach out to me and I have been waiting 5 hours. The app will not allow me to register even though my information is correct. I finally decided to call in and have been waiting on hold for over 53 minutes and counting... After over an hour I was told nothing could be done about the problem as the account is new. I will changing banks as soon as my money is released to me. I thought Chase was bad.

Samantha D.

This credit union has extremely poor service. It takes at least a day, sometimes multiple days to get your requests answered. When attempting to chat in online, you might wait for 5+ minutes for someone to answer. I emailed the CEO and CXO and informed them of my challenges and did not receive a response. As of now, I requested to close my account on 12/28 and tomorrow will be the 7th business day my account is still open. It is clear that management is not focused on the service to members.

Rick W.

Always there for me when i need them. I joined in July, 1976 and they are like family. Most recently I picked up the phone and they bought my wife a convertible for our 35th year wedding anniversary.

Beth S.

I would NEVER put my money here.
Customer service is seriously lacking. I’ve called a few times with a question and after waiting 45 min to reach this institution I hung up.
Today I went there and the employee opening up the front door at start of business day, looked like she did not want to be there, said nothing to greet the customers. I talked to a teller who was relaying what I was saying to this same employee and she was listening and responding to him, and he told me. I had to ask, why don’t you just talk to me. I asked for a phone # that someone actually answers and told her how nobody answered on a few occasions, didn’t care, that’s how it is. Bad business!!!