ECU Administrative Office - Kitchener, Ontario

Randy M.

The drive thru ATM on King St. does not always ask for the denominations you request when making a withdrawal. It gave me 2 $100 bills. A number of vendors will not accept $100 bills. This has happened 3 or more times to me. Each time I was told that the machine is low on $20 bills. This should be easily corrected. I had to stand in poor weather waiting the branch to open to get $20 bills. A woman told me that I would have to wait. Could she not have invited me into the area between the two sets of doors? The former ECU staff would have invited me in. We have pulled some investments out of the ECU. I guess we should continue the process.

Melissa S.

Ever since the new merger with WFCU, it's been a nightmare. Problems with online banking, debit card issues, and even personal banking issues. It's to the point that it's affected my everyday purchasing and banking. I used to love this credit union, but not since the merger.

EDIT: I've waited since November 6, 2021, for the credit union to call me about a banking issue. I never received a call from them about that. However, they called me on November 8, 2021, wanting to discuss my review. Umm, we can discuss it once my banking issues are resolved first. I ended up having to figure out on my own what the issue was. I'll discuss these issues once I receive an answer to the problem I called about on November 6, 2021. I felt they cared more about my review above than my concerns as a credit union member.

I went to use my new MasterCard debit card today, and again, another problem. I couldn't input my PIN, and it would decline despite having more than enough money in my account. This has been going on since 2019, and a few different debit cards. I haven't been given a straight answer on that at all. This is extremely frustrating, especially when you have a cart full of groceries and you're unable to pay for them because your debit card won't work. I'm seriously considering closing my account as soon as I pay off my student loan. This credit union used to be SOOOO good—nothing but downhill from here.

Problems from not getting callbacks to no one knowing how to properly reset a banking password for online banking and keeping me locked out of my account for three days. To problems with my student loans. Unable to use my debit card randomly (despite having money), huge holds on MasterCard debit purchases (compared to my other bank who uses Visa Debit and takes the money asap without any holds for things like Uber Eats). Staff do not leave voicemail messages if I'm not home to answer my phone, but when I call, a staff member has no idea why the credit union called me—not getting straight answers for my problems. Also, next to no communication amongst staff about my problems.

I've had friends and family members who bank here and have had similar issues. I'm not sure if they've tried to address those issues, but it's frustrating.

Most of the staff who work at the front are gone, and new staff are there. I miss the days when I could walk in and was greeted right away by my first name. Now, I'm just another number. It might seem like a small detail, but that was a huge reason why I missed the old customer service.

Anders (.

Takes them weeks to reply to any e-mail. Had a card stop working for online purchases and was given no explanation why. Had an employee call my baby "fugly" in a public Facebook group recently too. Yes you read that right. They have done nothing to acknowledge this or offered any sort of apology yet.

Ngozi V. A.

I invested $500 and received $466.18 back. I was to receive $517. It was a fixed 1 year deposit at 3.4% interest rate. They claimed to have sent a cheque but later told me they actually didn’t send the cheque then they charged me for keeping the money in my closed account.

Don’t invest your money here. They use hidden charges to make you lose money.

Very very bad experience. There is no peace of mind.

DO NOT INVEST YOUR MONEY HERE!

Connie J.

I had great experiences with this bank for many years until today . I have never ever before felt like i was so low . I did not feel well treated and dont deserve to be treated like this after all the years i have given them my buisness . Never once missed any payments . I also said i wanted my account closed and the girl went over me and talked to another girl and she said no this account will stay open . I owe them nothing and should be able to do as i want if i choose to close my account .

Alouka H.

Bad experience ATM - Debit Card -online banking.

WFCU ATM always down the one close to my home I can't withdrawal money so I use etransfer to my other different bank account in order for me to withdrawal cash then when I use etransfer I found that online banking has it is own issues or down and takes hours for issues to fix.

Debit card is another story doesn't work in some my favourite stores I get frustrated many times at the cashier while I can't use my card make me looks bad think I have no money in the card and delay the line.

I spend hours to have access or to figure out how to access my money in my WFCU accounts can't access it then I need to go to use my other different bank account in order for me to have access for money because WFCU banking issues never fixed and consistent called WFCU then operator transferred me to other lines no body answer left message and no one never get back to my call, very poor customer services make it in convenient, frustrated and it is time to move out my business.

Mark T.

Love the Kitchener Branch at Ardelt and all of the staff there. Yes, there were a couple of hiccups with the WFCU merge, but they seem to have been taken care of now. One big plus of this change was the very competitive rates that they were able to offer. I won't bank anywhere else, it's always a pleasure to work with these people.

Inna R.

One star to attract management attention to your branch ATM access time. It is accessible only during the working hours! But people are working that time too! Also, no access on the weekend at all. Going to stop the relations with the Credit Union only because of that.