Baxter

L E B

4 months ago

Their cyber security is a joke. I was locked out of my account twice. The second time, I was told it was my fault and that they would need to close my account and open a completely new one, making it impossible to access my funds for at least a week. How am I supposed to pay rent/bills?? Just an absolute mess and headache. When I did actually close my account with them, it took about 2 weeks. I cannot believe how incompetent they are. Stay away. Go anywhere else, literally anywhere but here with your money.

keith papendick

5 months ago

Someone got into my account. I am unable to get back into my account. The first associate could not get into my account and was going to get another associate to get into my account but would take up to 60 to get a response. I requested a supervisor. 10-15 min later the supervisor told me my account was locked but did not know/have a reason for it being locked. I was told I would have to call back after 7am est to speak with a specialist. The supervisor told me that no one would be able to get into the account until a specialist unlocked the account. He then told me that the fact the account was locked did not mean my account was compromised and there are many reason an account may be locked. Upon pressuring for a more explicit answer I was told that he was not going to argue with me and ended the call. This is ridiculous that your people, I was told they were Baxter CU employees, cannot fix my account without waiting as long as "one business day". This does not seem like good practices and this is not the first time I've had trouble with having fraudulent access to my account.

Whitney L

8 months ago

This review is not directed at Vince or Lori, who have always been wonderful to work with. My concern is with the collections department. Their team does not appear to see scheduled payments made through the app, so if you are even a few days late you may receive repeated phone calls and unexpected fees. For example, I was charged months later for a $55 fee for a “door knock” even though I had already called to provide a promise-to-pay and caught my bill up. When I followed up today, the representative was dismissive and unwilling to work with me to resolve the issue. Overall, I believe BCU as a credit union is solid, but the practices and customer service within collections feel inconsistent and unhelpful. It would be much better if they recognized scheduled payments and handled communication in a more transparent and respectful way.

Rachel Haas

10 months ago

BCU Mortgage has been an absolute nightmare to deal with. For over four months, I’ve been trying to resolve a loan recast, escrow removal, and PMI removal. The issue is still not fixed. Every time I call, I get conflicting information or am told to pay more—even though they have funds that were misapplied and my account is on hold. I was assured this mess would not affect my credit, yet they are now inaccurately reporting to the credit bureaus missed payment, directly damaging my score. I’ve also been sent “automatically” to collections throughout this administrative error. The entire process has been disorganized, stressful, and handled with zero accountability. Based on my experience, I would not trust BCU Mortgage to manage your loan accurately or professionally. What a nightmare this has been.

linda cleave

4 months ago

I’m fine that the credit union staff is excellent to work with. They are very accommodating. You never feel like you’re being rushed. I rate them as number one.