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Customer Service

Complaint Rating:  57 % with 7 votes
57% 7
Contact information:
OnPoint Credit Union
Beaverton, Oregon
United States
I banked with OnPoint for years and watched as their customer service went down the toilet. They have by far the worst customer service I have ever encountered from a bank. To start with they literally lost deposits, and failed to reimburse wrongful fees after agreeing to, and acknowledging they were %100 at fault. (They actually found the deposits in a garbage can. An employee had tossed them away, but kept the deposit slips). When my husband and I moved and we called to change our address they also failed to do that as well, several times. Their customer service reps input addresses to countries that don't even exist, and we live in the US. It took several calls just to get a rep that was able to do a simple address change. Don't bank with Onpoint unless you enjoy holding your bank's hand during the most simple of tasks.
Complaint comments Comments (14) Complaint country United States Complaint category Banks
More ONPOINT CREDIT UNION Complaints & Reviews


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N  5th of Apr, 2010 by    0 Votes
I believe the reason for their customer service going down the toilet, is because the employees are under tremendous pressure from management to make sales goals. (The management at the Beaverton branch are notorious for this). They are so focused on bringing in business to keep the managers off their backs, that true customer service has suffered. They even incorporated "Secret Shoppers" to evaluate the employees and make sure theyre are selling products, this has added even more pressure, because the "shops" are used against the employees, resulting in reprimands, write ups and even denial in well deserved pay raises. So for those of you who are wondering why customer service is lacking? Now you know the truth. It does not excuse recklessness and lack of attention to detail, but if anyone is going to point fingers, point them at the Branch Manager and at the Teller Supervisor...and as a side note, the according to the BBB website, they have processed a total of 18 complaints in the last 36 months!!
A  17th of May, 2010 by    0 Votes
Portland Teachers Credit Union provided very good service. Since it became OnPoint it has gone downhill rapidly as expressed in the above posts. They are a predatory institution that acts more like a bank than a credit union with members. But, OnPoint has some hard days ahead; they issued $105.5 million in loans in 2008, up from only $668, 000 in 2007 as part of the whole CountryWide type scams. They are now starting to see large default rates as a result. I doubt they can pressure their employees to con enough customers into buying their clever and expensive products to make up for the losses that are coming.
N  18th of Jan, 2011 by    0 Votes
Every time I call Onpoint I get a different answer. One day they can fax something to a third party with no problem, three days later they need my physical signature for the exact same document. However, if I call right back, the next person who answers will fax it without my signature like the first time. Onpoint makes banking inconvenient because it seems like they need a physical signature for everything. Since there are not many locations, driving there for one signature is extremely inconvenient. Onpoint claims this is to protect its members. However, the other credit union I bank with does not require signatures for every little document. I cannot wait to finish my car refinance to my other credit union. I will be more than happy to drive all the way to Onpoint one last time to close all of my accounts for good!
N  10th of May, 2011 by    0 Votes
Its too bad that the above has had problems at there branches, I live in Vancouver do my business at the 63rd street branch. I find everone there is outstanding. The service is better then any other Credit Union that I have delt with, also better then my bank, I will soon do all my banking with OnPoint. I mostly deal with Stu and he excellant. My name is Bill.
A  10th of May, 2011 by    0 Votes
I agree with William Olson,
N  11th of May, 2011 by    +1 Votes
Do you work for the CU, Bill?
N  12th of May, 2011 by    0 Votes
The lure for success of this credit union is offering low rates on loans. Once the bait is taken, the profit is not made by the loans, but by new customers who in turn bring over the rest of their accounts from other banking institutions, (direct deposit, checking, savings, investments, ect.) That is the KEY!! Large profits are then vested in the forms of lucrative bonuses for managers who sit in their offices, read other people's emails who have little or no contact with customers, and crack the whip on hard working employees who bring in the business and receive little respect or pathetic kick backs. This is what they don't tell you. PTCU was a much better credit union, it may of been smaller, but it was successful, they cared for employees then and revered them as the ones who made the difference. PTCU use to be a top ten place to work, now they don't even make the list, what does that tell you? Bank at any other Credit Union, not at OnPoint.
N  29th of May, 2011 by    0 Votes
Like many of the PTCU customers, I loved that Credit Union.
And like many of the OnPoint CU customers, I CANNOT STAND THEM.
Can only quote one of the comments above & cite my own complaint. Before I do either, let me warn everybody: IF YOU ARE A MEBER, RUN AWAY FAST. IF YOU ARE NOT A MEMBER, DO NOT JOIN. THEY ARE GREEDY AND RUTHLESS. THEIR FEES ARE HIGHER THAN THOSE OF CAPITAL ONE AND OTHER BANKS.
1) Quote from an obave review:
"Portland Teachers Credit Union provided very good service. Since it became OnPoint it has gone downhill rapidly as expressed in the above posts. They are a predatory institution that acts more like a bank than a credit union with members. ..."


I have been a member of this credit union since 1995, when they still were small, very customer oriented, and called Portland Teachers Credit Union. I opened my account with PTCU (Lloyd Center branch) when I first moved to Oregon. And I liked the credit union so much that I kept their account for all those years, even though I moved back East in 2003.
In between, the small credit union joined forces with other unions and became OnPoint Community Credit union. Since then, it has become progressively worse, to the point of the on point greed, fraud, and ABYSMAL customer service.

For the past 2 plus years, I have been trying to receive the name and address of their CEO. Instead of that information, I have received, TWICE, threats that my account would be closed if I do not stop.

As it happened, the threats I received were made right before my departure for Ecuador and duting my stay here. So, it was too late to change the bank, but the threats, signed by their numerous VP of (what they call) customer service are on the record.

Also on the record:

1. The first incident of the Pay Pal fraud, when the On Point sided with PP and welcomed such fraudulent operations as getting into my checking account without my authorization and withdrawing money,
billing my credit card for $250, for the purchase of a $4.95 postage label, etc. I GOT NO HELP FROM ON POINT, but, after around 4 months, and many ours of wasted time, Pay Pal refunded their fraudulent charges.

2. The second incident with Pay Pal (which repeated the first one to one) and after which I closed my Pay Pal account and informed On Point that no Pay Pal charges are to be accepted either to my credit card, or to my checking account (the latter was never connected wit5h Pay Pal). After a few months of back and forth writing (whereby On Point answers without even reading my letters and sides with Pay Pal), On Point charged ME for putting stop payments on the bank account, which has never been connected with Pay Pal. Then they re-billed Pay Pal fraudulent charges to my credit card, doint it so that, after my account was closed (due to theft) with PP charges credited, they re-billed PP fraudulent charges to to my new credit card, when it at long last was issued.

3. Upon my arrival to Ecuador December 2, 2011, I was robbed, at gun point, of all my belongings, including cash, credit cards, debit card, AND ALL. The loss was reported to my disreputable bank immediately. IT TOOK THAT SO CALLED ON POINT AND SO CALLED COMMUNITY CREDIT UNION OVER TWO MONTHS to provide me with replacements cards. AND THEY REFUSED TO PROVIDE ANY CASH ASSISTANCE IN BETWEEN. Trey were asked, due to peculiarities of tie Ecuadorian postal system, to mail my debit and credit card by the USPS priority mail. They refused to do so, insisted that they could only mai the documents by the 1-st class mail.
As it turned out, 2.5 months later, when the despicable liars with signatures of VP Customer Service, were insisting that my cards were mailed, they were languishing in their processing center. They were not mailed until around February 15, 2011, i.e. 2 months later.
By that time, the despicable liars did mail what they called replacement cards, after being threatened with a law suite.

4. The fees are simply OUTRAGEOUS and growing by the minute.
Although the currency of Ecuador is the USA $$$, the On Point Community credit union, charged $8 for the withdrawal of each $500, plus they charge outrageous foreign transaction fees on their credit card, whose customer service is the WORST credit card customer service I have ever had.

5. As of May, 2011. they raised their fees for bank withdrawal to $ 9 for $500, which are distributed by he bankomat in the USA $$$. No warning has been made regarding this fee increase.

6. Meantime, their interest on savings amounts to $1 per $10, 000 of savings. So, that so called community credit union has been paying me, since January, 2011, around $1 for keeping my $10, 000 and charging me $8 - 9 for the withdrawal of each $500.

7. After their despicable credit card charged me their OUTRAGEOUS foreign transaction fees for the purchases made in $$$, I wrote them that, having paid off the balance in January, 2011, I would no longer use their cards. I paid off the balance, I stopped using it. The very next month, they re-billed Pay Pal fraudulent charges (around $220) to the card, whose number had been never known to Pay Pal. (the dispute went back to October- November, 2010, long before I had left for Ecuador, where my credit card was stolen.

8. Since the OnPoint fraudulent re-bill, in January, 2011 of the Pay Pal fraudulent charges, of October-November, 20101), I have contacted their credit card 10000 times, telling them that I dispute their fraudulent charges and will not pay for them. They refuse to open the dispute, but have been charging me all sorts of late fees for that fraudulent charge.

N  23rd of Oct, 2011 by    -1 Votes
i would like to know what good it does to complain to all of these sites. Who reads them with the exception of those who have a complaint. there are so many complaints about banks, insurance companies and so on, but where does it go from here? does someone look into the complaint? does someone help with the complain, or is it primarily a way to vent and tell others "buyer beware"?
N  16th of Jul, 2012 by    0 Votes
I deposited cash in one of their ATMs that I share with my credit union. This was on a Saturday. I put the money in, the machine spits out a receipt that says "equipment error, please contact your banking institution for more details". The cash was never recorded as deposited into my account, so the machine basically stole it. And it wasn't a tiny amount, y'all. My rent was due. So I go in, the dumb girl behind the counter says she cannot access the machine, and they will not refund my money. I have to go all the way to my bank, fill out a dispute form, and pray the guy counting the money when he processes the machine doesn't pocket my cash. Are you f*ing serious right now? Oh, and it won't be fixed until Monday, possibly later in the week. So not only is my rent now late, but I have to wait for them to figure out why their machine malfunctioned in the first place? AND I don't get my money? omfg...this is exactly why people get shot in the face.
N  20th of Oct, 2013 by    0 Votes
You need to investigate credit unions very carefully before joining. According to the well-respected non-profit organization monitoring organization, Guidestar.org, this company has lost it's non-profit status, although they still market themselves as such. Furthermore, the CU president was paid more $1.9 million in salary and $680K in "other compensation" in 2011. (See attached photo). This is all public information on the Guidestar website in the CU IRS 990 forms. Perhaps the employees are stressed because management is screwing their credit union members, and the employees all know it. The list themselves on LinkedIn as "non-profit." Organizations like this that present themselves as "returning profits to members" but behave no differently than a very greedy bank should be run out of business.
A  25th of Jan, 2014 by    0 Votes
Onpoint is the most corrupt bank I have ever delt with
Recently my card was stolen and money withdrawn
I reported this to onpoint they tell me they won't give me another debit card
And today I get a letter from Marci in their fraud dept telling me they won't replace the money stolen there is no way to contact this Marci person as her contact info is excluded from the f-u letter.
N  6th of Mar, 2015 by    0 Votes
On Point is fine if you never encounter a problem. We have had 2 issues-both On Points error. One they said we never reconfirmed our mortgage, even though one of their employees verified we had done that twice with her and secondly, they automatically withdrew our mortgage twice for January. I have that on paper, but they say we must have requested that. I told the customer service girl that I'm going to refinance elsewhere and she said Ok! That's your choice! We've already closed all of our business accounts and personal accounts that are not linked to the mortgage. One more to close and we're done. Don't bank with On Point!
A  8th of Jan, 2016 by    0 Votes
Clackamas/Happy Valley is not professional nor kind.
We are very dissatisfied with the service here. Branch manager insulted my job and discriminated against my Husband's account due to this - even admitted it over the phone. If you are looking for a respectful and professional place to do your business do not bank here!

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