Ascension

R Espinosa

4 months ago

I've been with this institution for years, have my direct deposit for my job. Then last year we opened a business account and plan to expand our business and invest to another business. We applied for a loan August of 2025 and was told that we was approved for $100K. So we started planning for our business knowing we have a $100K capital to work with. We submitted all the required documents, it was a long process. Then loan officers do not update us with anything we have to constantly call and go to the bank to get information about our loan application. Days, weeks has past we haven't heard from them. Until we received a phone call to tell us we only got approved for $50K which was so confusing because we was first told about the $100K. So they offered us another loan to cover somehow the difference of the amount that they first told us. December 2025 came we thought everything was all good since we haven't heard from them because they do not communicate unless we go to the bank in there face. December 23, 2025 we signed the $50K loan and we was told that in the 1st week of January 2026 we will sign the other part of the loan amounting to $40K. After Christmas I received a call from the underwriter Heidi telling me we can't go forward with the loan because the properties for collateral is located in New Orleans. After months of waiting and hours that we spent dealing with these people to find out they can't do it was very frustrating. Then we went back to the bank again 1st week of January 2026. We sat down and talked to Monty about this situation. We was in his office for hours waiting, he talked to the CEO and finally told us we was approved for $40K. Eric the loan officer then told us that we can sign the paperworks that same week. My husband works offshore and supposed to go back to work but he stayed for an extra week to take care of this cause they need a wet signature. That whole week pass it was a back and forth conversation with them. Until the following week came they still don't have updates for us so we decided to go to the bank again to see what's going on. Only to find out AGAIN that they can't do the loan because of mortgage. This process was from September 2025 to January 2026, a lot of miscommunication and misinformation with the bank. Giving us all the high hopes and always making us think that they will work with us. Throughout this process it was also uncomfortable to us everytime we step to this bank and we have to deal with the same issues over and over again. We are very disappointed with the outcome and they could have handled this in better way. The very first day we step in there for the loan application they should have told us they can't approve us for whatever reason they got. But instead they caused delay, wasted our time, and messed over my husband's job. To be honest I don't even think they care about how we felt because they think we are begging them to give us this loan. Despite all of the years I've been banking with them I thought they will treat us better.

Kelsey Stapler

7 months ago

Beware of un notified fees that will make you go broke. I am very disappointed in this credit union due to the fees acquired from an accidental overdraft charge. Once everything is settled with the account I will be immediately closing my account and no longer banking with ACU or recommending it to others. The only positive I have for this situation is the second customer service representative I talked with on the phone was very polite, understanding, and able to give a small refund. For context, I have been banking with ACU for roughly 10 years, my parents even longer. Recently I switched all my major accounts to joint with my fiancé under a different bank, but wanted to keep my credit union card for smaller or repeat purchases to stay with the credit union. I accidentally charged my credit union card instead of my main debit card through another bank for a payment. When my credit union account was over drafted I received no notification through text, email, or the mobile app even though I have all alerts turned on for transactions. Since I was unaware I charged the wrong account and my balance went negative I continued using my credit union account for smaller purchases like I normally do. This included an $8, $12, and etc. purchases, but unknowingly getting charged a $30 fee for each transaction or automatic payment that came out of my account. Through these couple days still no notification of a negative balance or these fees being applied. Resulting in $190 worth of fees for transactions that equaled to $78. This establishment marketing themselves as "member-driven institution" should be ashamed, especially in these hard times many families are going through including my household. I am thankful for the reimbursement of one of the $30 fees to help offset some of the overdraft amount, but this is only a small portion of what I was charged. My feedback is to have a notification for members when they're account goes negative to avoid a situation like this, though if ACU is becoming greedy I do not see this happening.

Paul Bryant

4 months ago

The Professionalism and hospitality I have experienced has been amazing. Always a kind word and a smile makes a difference which cannot be overlooked. Thank you 🙏🏾

Tanner Irvin

9 months ago

Had an account with them for over a decade, so decided to get my first car at 20 with them. Rolonda Brower was an amazing assistance for me. Extremely communicative and patient, she made the process extremely easy! High recommend her and this Credit Union all around!

Stacie Mitchell

10 months ago

Ms.Rolonda Brower was so sweet and efficient .She made feel welcomed and appreciated. She has great customer service skills and is very great at her job. .She took her time with me and she is very patient went out of her way to take care of me .My overall experience was amazing.