Charter Oak

M. Marshall, MSW

3 months ago

I’ve banked w Charter Oak FCU ~10 yrs personal (checking+savings) & 6+ yrs business. Never one overdraft, never a penalty charge, clean history the entire time. You’d think that would matter. It doesn’t. This CU has become rigid, dismissive, slow & unwilling to support the very people keeping it open. “Member-owned” is marketing fiction. Issue 1 Brought a legit business check for $6100+ from a reputable coin exchange in Guilford CT, drawn on another bank. Teller refused to cash it & said they’d place an extended hold 7-10 business days. For a long-term customer w established accts, that’s absurd. No attempt to verify, no flexibility, just policy & shrug. That’s not protecting members, that’s holding money hostage. When I said give me the check back, I’m switching banks, teller replied “okay” w sarcastic smirk/tone like she couldn’t care less. That interaction showed everything: no value for loyalty, relationships or professionalism. Took the SAME check to KeyBank & they cashed it on the spot for a $7 fee as a non-member. A bank that doesn’t know me treated me better than the CU I supported for a decade. I opened an acct at Liberty Bank & will move all DD & bill pay this week. Issue 2 Nov 2025 I ordered a black winter coat from Columbia & they sent navy. Columbia told me I must pay return shipping, packing, then buy a more expensive “true black” coat bc mine was on sale. Their mistake, my cost. I filed a chargeback thru Charter Oak (used my bank card). They dragged it out thru 14 separate messages requesting info, delay after delay, then denied it anyway. I provided photos proving wrong color, order details & the support chat showing Columbia refused to fix it. After weeks of wasted time, Charter Oak refused to back their own CUSTOMER. The process felt designed to wear me down until I quit. Issue 3 Last Aug I tried mobile deposit bc I’d just had surgery & couldn’t leave home. Endorsed check, uploaded front/back. A week passed & still not posted. Called branch & was told “mobile deposits take longer, you should’ve come in.” I explained the surgery & limited mobility. Then she said if I’d deposited in person it would’ve only had up to a 3-day hold. So the “convenient” service is slower & when a customer uses it during a medical situation the answer is basically too bad. I asked to cancel the pending mobile deposit so I could bring the physical check in. Answer: no. I asked for an exception due to emergency surgery. Still no accommodation. Clearing a check should be the same verification whether in person, ATM or mobile. What I got wasn’t process, it was indifference. Issue 4 They spam constant emails trying to sell life ins & mail the same junk to your house. That’s what member money funds? Instead of training staff or improving service they burn it on marketing trash. Bottom line Charter Oak = policies over people, loyalty means nothing, legit funds delayed w no reason, disputes dragged out & denied, medical situations get zero flexibility, frontline attitude openly rude. I’d rather they close than keep pretending to be a credit union. At minimum they need a corporate housecleaning & to stop reinforcing disrespectful teller behavior. If you want real service, go elsewhere.

S Nahr

3 months ago

So far, I have no complaints. I opened an account recently. The only thing I found a bit disconcerting was the fact that the person who assisted me with opening my account wrote my SSN down on a piece of paper. It made me uncomfortable, and I let them know. I was assured that the paper would be shredded at the end of the day, however, having worked with finances as an employee, writing down account numbers, SSNs or CC#s was absolutely forbidden as it created an unnecessary security risk. I still don't feel.comfortable about the situation a month later, and am considering closing my accounts.

Joel Lopez

6 months ago

Thank you, Maoly, for your assistance. Your dedication, commitment, and strong work ethic truly stand out, and I appreciate the time you took to help me resolve the issue. I would also like to extend my thanks to Aaron for his excellent customer service and continued dedication to supporting us.

Jordan Reid

a year ago

Evan Wiencek was absolutely awesome to work with, I came in with a rather unusual problem and he did everything he could to make sure we got to where we needed to be. Friendly, personal, and professional. Exactly why we continue to use Charter Oak for all of our banking

Amin Ilia

a year ago

Disappointed with Charter Oak's customer service after recent unauthorized charges in my account. Resolving the issue was a nightmare - multiple calls, transfers, and still no resolution. This is a big concern, especially considering the sensitivity of the situation.