State Employees

Amber Lee

7 months ago

I have been a customer since moving to NM over 10 years ago, I loved this credit union. I loved how efficient they were. Over the last 8 weeks, their customer service has sunk. I can’t use my debit card, I had a full cart of groceries last night and it declined, there are funds in my account. I checked my account to verify. I have been trying to call to speak to a representative, I called the location in Albq off Montgomery, I called the location in Enchanted Hills, currently on hold with the St Michael’s branch. I’ve been on infinite hold with each branch while trying to see what is wrong with my debit card. The St. Michael’s branch automated told me I was first in the que to speak with someone and gave me an estimate of 12 minutes before someone will answer. Mind you, I’ve already been on hold for 32 mins and counting combined (3 locations). I cannot go into a branch as I’m at work and they are closed now on weekends. Saturday was perfect for us to go in for any assistance but that isn’t an option anymore. I hate to close a long standing account, but this customer service is horrible, our time is not valuable to this company. **update** Apparently, the bank teller I spoke with in person canceled our debit cards when ordering our replacement cards as our cards were to expire at end of the month. Simple mistake, but caused major inconvenience and the long wait times to speak a person is simply not okay. Will for sure close our accounts and move to Nusenda Credit Union. Nusenda has amazing customer since as I finance a vehicle there and they are always available to assist even at the last minute before closing at 6pm. I can commend Monique for doing her best to remedy the situation, she was kind and worked hard to fix things. :)

Stephen Herrera-Luna

7 months ago

This was my first bank from when I was 15 years old. I haven’t had issues until this last year when they’ve had to do updates to their online system. When the mobile banking is down from Friday at 2pm into the morning of the Tuesday following I figure ok I’ll go check the atm. ATM’s couldn’t even give me my balance all weekend. I called in for an agent and she said she couldn’t give balances until the update is done. Be better SECUNM. I’ll be coming in this week and switching to a new credit union. Anyone who banks with SECUNM should reconsider immediately. Good riddance.

Shannell Townsend

6 months ago

It’s the busiest time of day when people are trying to get to the bank on their lunch hour. The bank should be aware of this and not have two out of five tellers open with 18 customers in line out the door. I’ve been coming here for years, but the last few months have been rough. The tellers themselves are very pleasant.

B E

7 months ago

Who thought it was a good idea to do an upgrade the weekend before tax extensions are due? I can't sync our business account with QuickBooks, and now I have a lot of extra work to do. We also couldn't see our personal account balances until this morning. Shame! This is the last straw for us. My husband has seen how this bank has constant issues, and mine (USAA) never has problems. We will be taking our business elsewhere.

Travis Dutton-Leyda

7 months ago

Ever since SECUNM rolled out their new website about a year ago, everything has gone downhill. The rollout was completely mishandled, they could have easily communicated with members ahead of time, explained what was changing, tested with focus groups, or at least provided training or FAQs. Instead, they just flipped the switch and left everyone to deal with the chaos. The new site is clunky, unreliable, and constantly breaking, often at the worst possible times. Who plans system maintenance over a three-day weekend when people are traveling or trying to access their accounts? Their customer service is just as bad. The phone system is a mess, it loops you around endlessly, disconnects you after long waits, or lands you with someone who doesn’t have the tools or information to help. When you finally reach someone, they’re often as frustrated as you are. There’s no coordination, no accountability, and no real concern for members. To make matters worse, after applying for a loan through their website, I started receiving multiple scam and spam calls every day. Either SECUNM is selling customer data or there’s a serious security flaw in their system, neither is acceptable. We’ve been loyal customers since around 2008, with multiple loans and a significant amount of money moved through this bank over the years. You’d think that kind of loyalty would matter, but it clearly doesn’t. At this point, we’ve already identified the new bank we’ll be switching to. The plan is to establish our new accounts, move over direct deposits, update all automatic payments, transfer funds, order new checks, and notify every vendor and service provider. And honestly, all of that is going to be easier than dealing with this bank any longer. SECUNM needs to take a serious look at how they handle technology, communication, and customer relationships. Until they do, I strongly recommend banking elsewhere.