Civic

Robert Inyang

3 months ago

I want to give an honest and balanced review of my experience. As a former LGFCU member, my transition to Civic in my experience wasn’t too bad. It took a few weeks for the system to update and settle, but after that I didn’t have any major issues. Today I visited the Raleigh location for the first time to withdraw funds. The location itself is convenient and right in the heart of Raleigh, which I appreciated. However, when I entered the building, the overall atmosphere felt a bit unwelcoming. The staff appeared focused on their computers, and the greeting felt delayed. The layout also surprised me — it felt more like a retail tech store setup than a traditional bank, which may just take some getting used to. When I was called to the desk, the interaction was very direct and to the point. While the transaction was handled efficiently, the overall customer experience felt somewhat impersonal. I understand that working with the public every day isn’t easy, especially in today’s environment. I hope the organization continues working internally to ensure staff feel supported and that customers feel welcomed and valued. On a positive note, the music inside was great.

Hunter Damber

4 months ago

⚠️DO NOT BANK HERE⚠️ I was with LGFCU before the Civic FCU merger. LGFCU was wonderful. Civic FCU has been the worst banking experience I have ever encountered. Extremely long wait times on the phone. Also waiting on the phone only to be hung up on. Its like trying to call the Veterans Affairs. Chat messages that go days before a reply if they get a reply at all. When they closed all of my accounts and then opened Civic accounts, my credit took a big hit. This bank is garbage. I am in the process of leaving for USAA. Do yourself a favor and take your money somewhere else. You work hard for it. Don't put it here. This ship is sinking. The 1.4 stars Google review is evidence of that. ***UPDATE*** I called tonight to initially modify a transfer as the app wouldn't let me do it. I have moved all of my money out of the Civic FCU account and over to USAA. I still have a personal loan with Civic to pay so I was trying to modify the transfer to pay the loan. The lady that answered was nice but had no clue what she was doing. It seems like they went from inadequate staffing for the phones to staffing that is poorly trained. After a while of listening to the lady fumble around, I told her I would call back tomorrow and to have a good night. Waste of time again.

Tony Jenkins

3 months ago

This bank is terrible! They have outsourced all the banking and made it nearly impossible for members to find a local branch. I never had this problem with LGFCU. I am filling an official complaint through through the US Government, and have already consulted an attorney about serious litigation! If anyone from Civic reads this, just know that I'm not playing! I'm having to use a mobile app to deposit checks and now I have to deposit cash through Walmart of all places! Your organization needs to be sued and made to do the right thing and give us our branches back!!! The CEO who caused this mess should go to prison!

Angelica Ulloa G

2 months ago

I had a very frustrating experience with Civic Federal Credit Union after closing my accounts. I previously had accounts with Local Government Federal Credit Union. When the transition happened and Civic was created, I kept only a savings account and my daughter’s account there. Since I am already a member of SECU, I decided to close those accounts on February 19. During the closure process, I confirmed my address by phone and by email to make sure the close-out check would arrive without any issues. However, the check was lost in the mail, and I had to wait more than 30 days. On March 24, I received a call from Civic saying they needed to verify my address again to reissue the check. During that call, it sounded like the representative already had the returned check, but apparently that was never documented in the system. To avoid the check getting lost again, I called back and asked if I could pick up the check in person at a branch. I was told that I could go to any office to do so. I waited until April 6, during my daughter’s spring break, so I could go pick up the check and then open her new account at SECU. When I arrived at the branch, the experience was disappointing. The teller who first attended me was eating and did not greet me in a friendly or professional way. After speaking with several coworkers, she told me that I would have to wait 90 days because they did not have documentation that the check had been returned. I stepped outside, made several calls to Member Access trying to identify who had called me earlier, and then went back inside to speak with another employee. They opened a case number but repeated the same answer: I must wait 90 days. What I requested was very simple: locate the check number, void it, and issue a new one. Instead, I was told nothing could be done. After confirming my address multiple times, waiting over a month already, and making the effort to come in person with my child during spring break, it is extremely frustrating to be told that the only solution is to wait another 90 days due to internal documentation issues. This situation reflects poor communication, lack of proper documentation, and an unnecessary burden on the customer.

Donald Johnson

8 months ago

The transition did not go well for this customer. Since the merger I have invested over four (4) hours of phone time (95% on hold) and yet to get a resolution to being able to open new CD accounts. I have been told "it works for everyone else, no one else has a problem". This financial institution has no customer retention department or anyone to voice a complaint or concern to. For most any question you are placed on hold and then they transfer you to a specialist that seems to be reading a script of close answers. I was given the phone number of the CEO so I called and left a message with no reply after 2 weeks. I never had a problem with LGFCU managed by SECU but now I'm not sure CIVIC cares about customers and CIVIC had a terrible transition plan. Seems the CIVIC plan is to let the dust settle and maybe lose some customers but become a bigger entity in the end. If you are looking for customer care this is not the place for you. If the above was not an indicator "YES" I'm a dissatisfied customer that can't wait for my accounts to mature so I can move on. I have opened accounts at two other banks and the process was easy and continued customer service has been great.