Rivermark Community

Rich Eisenhauer

3 months ago

I called Rivermark Community Credit Union to ask why my mobile check deposit had not been accepted yet. The customer service representative reviewed my information but responded by explaining that, under policy, all funds might not be available right away. I understand Rivermark’s funds availability policy. That was not my question. I was asking why the deposit had not been accepted yet. Rivermark has published policies that distinguish funds availability from deposit acceptance, but the representative kept repeating the funds availability policy even after I clarified what I was asking. Since I wasn’t getting the information I needed, I asked to speak with a supervisor. After about 5 minutes on hold, the supervisor got on the line and asked me in a condescending way if the representative “provided the policy and that was not clear.” I explained she wasn’t answering the question I asked and restated the specific information I needed. At that point, he understood and tried to access my account to see what was happening. After I provided multiple account details, he said he could not access my accounts due to an internal error and told me I would need to call back later. This was near the end of their operating hours and I wanted to resolve it the same day. I spent about 20 minutes on the phone with no solution, then drove to the nearest branch to resolve the issue. This experience was beyond frustrating and the worst customer service I have received from any bank or credit union. I highly suggest you stay away from Rivermark.

Andrea Nummerdor

6 months ago

This is one of the worst experiences with a debit card you can imagine. I picked Rivermark after reading about their services and they were conveniently located. I’ve had them for less than a month and will be closing my account. Your debit card gets blocked for everything. You want to add your card to Venmo? Have to call the bank. Want to add your card to Apple Pay? Believe it or not, gotta call the bank. You think you’re going to pay for a purchase online? Think again because you will actually be calling the bank. Out of all the times my card has been blocked, only once have I received the txt message to approve the purchase and move it forward. Sometimes I get a notice in the app letting me know they blocked the transaction, but no option to approve it. Most websites just say “an error has occurred”, making me think it’s on the websites end until I see in the app, once again, that Rivermark has detected the transaction but not allowed it through. Absolutely nuts. Then when you call, every CSR works for a different department so you will be transferred 2-3 times. And, the one time I’ve gone in, I was directed to “virtual tellers”. Instead of dealing with the employees in the office, standing right there, I had to go wait in front of what was essentially a face time call for a “virtual teller “ to pick up. The people in the office were nice, but I had to wait ten minutes for someone in a call center to show up on the screen rather than being helped. Awful experience, do not go with this credit union.

Mary Pivarnik

7 months ago

I left chase to go to a Rivermark credit union. The primary reason was the call centers at Chase, being out of the country, limiting customer service. At rivermark, overflow goes over seas. You can't understand them, and I have yet to get answers to my questions. Rivermark staff doesn't respond to voicemail or email inquiries. It's very difficult to get a manager or anyone to call you. (Even with their businesscard). Or even to get an appointment! I have had a lot of trouble navigating their on-line banking. I attempted to pay $2500 bill. My Bill pay noted a completed withdrawal of 2500 on my checking account, but it was taken out of my husband's account! I have found it difficult to add new accounts. You can add the name exactly as the bill says. I.e. synchrony-TJ Max entered as the name comes out as just synchrony. I never had the problems and frustrations from chase as I did with Rivermark. Their customer service is far below standard. I am going back to Chase.

Durran Champie (DLIC)

7 years ago

I've been a member with Rivermark before it was Rivermark. I've had lots of experiences over the years good, bad, but always reasonable and I never encountered anything that caught my off guard. This "video teller" experience though, it's really different. I'm all for technology making things in life better, but I don't see how the sterile interaction through a video with a teller that isn't even in the same building is an improvement. Maybe I'm old fashioned (I can't believe I'm saying that), but I miss the personal interaction, especially in regards to my money. Give the people an option, have some real people there, and maybe some video kiosks as well, and give your members a choice instead of what I can only assume was a cost saving method. And give the people a freaking chair to sit down in if they are going to be at a kiosk. I had to wait for my deposit to be signed off on due to the size. I'd have liked to sit. I can imagine lots of other scenarios where people would like to sit and wait for the teller to come back to them.

Jennifer Swaim

8 months ago

Got switched over from advantis to rivermark. Got charged dormant fees. Asked if they could reimburse me yet said they wouldn't. So glad closed account before I owed them. Took a lot of money that will never get back. No call, no email and no letters yet they said they sent letters but it was only after I requested reimbursement and updated new address that any letters got sent to my old address after.