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January 2024 by Elena L.
I have been contacting this brand and the customer service branch since October when I paid off my loan. I never received the first letter when paying off my loan. I've made numerous calls and everyone seems to give me the run around. First it was to request the title through the DMV - DMV stated they can't release it because the vehicle still has a lien - I called again the beginning of this month advising what was mentioned and they stated they will send a letter regarding this to have it resolved on 1/4/2024 it's 1/22/2024 and still no letter especially when I asked if it could be sent to a different address to ensure it gets received they said they couldn't make any changes and will be mailed. My dad went in today and they states I had to request a duplicate title if I didn't receive the first one, however, I can't request that when AGAIN the lien is still on the vehicle. It's over 5 months. I've never gotten a loan through them and I will NEVER do it again. Very poor customer service from every single person I've been in contact with them more than 5 times and that's insane and excessive.
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January 2024 by Robert C.
In late Nov 2023, I created an account using the online tools and went through the process, where I attempted to only open a savings account, but mistakenly also opened a checking account, however, declined the debit card, but completed the process. As a result of successfully completing this process, one month later at the end of December, I received a paper statement of this account and found that based on the checking account requirement of using a debit card at least 6 times a month, I was charged a service fee, which caused this checking account balance to be negative, which triggered the $10 a day overdraft fee; after 10 days, the fee was $100. Disclaimer: I created this account and it was and is my responsibility to ensure that all of the details were correct. So, after receiving a letter from GNCU about this issue, I called the 800 customer service number and discussed the details with them, then decided reconcile this matter at this Northwest branch. I explained the details to a teller and the teller spoke with the manager, who said I would have to pay the overdraft fees, before they could refund to me by the end of the day, which I did. However, the fees were NOT refunded to me and I had to go back after 3 days and speak with the same teller. This time, the teller said he would work on refunding the fees to my account, took my number, and promised to call me to confirm the refund, once completed, which he did, a couple of hours later, although only $55 in fees were returned. The reason only $55 was returned: the teller's manager told him this was the maximum he would authorize as the error/mistake was due my fault and I'm responsible to ensure the correctness of my account. The teller followed up with an email, capturing this information and the manager's explanation. I read the email and called GNCU customer service, where I was greeted by an individual who confirmed my identity, account, and reviewed the information, then PROMPTLY refund the entire overdraft fee amount, closed the unwanted checking account, apologized for the matter, asked which branch I visited, and said he hoped I would continue to be a GNCU member, even though my initial experience was not pleasant. So, while obviously not all GNCU personnel are they same, this branch teller's manager decision varied from the customer service agent, which is why I chose to write this review and highlight the discrepancy: GNCU seems fine to me, however, your experience at the individual branch may vary, so please be aware of this possibility when you decide which branch to use....
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November 2023 by Mark L.
This is the worst credit union in the State of Nevada! All they want to do is charge fees! They never help their members!
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November 2023 by Teuila G.
Poorest service here that I have encountered at any branch in town. I opened my accounts at the Vista location and always greeted with a warm smile there and they remember my name, but that's not the case here at this MaeAnne branch. 3 out of 5 visits because their ATM was down outside I've had to deal with their super rude employees that had me second guessing keeping my personal accounts and Estate account open here. If you hate your job so much just quit. I don't want to deal with you anymore than you want to do your job. I don't know that's just a thought. I'm glad the big banks are next door and ready to take my business back.
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October 2023 by Marlan J.
worst bank ever. we moved across country and the bank isn't there. not able nor is it practical to stick with them. This "institution" has done everything in its negligence and greed to delay the final closing. meanwhile as my account need to be at zero to close it. Some fees snuck through days after we requested it get closed and nobody informed us that they were not able to close the account. Meaning they slapped us with over $300 dollars in fees for an account we don't want, use, or need.
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October 2023 by Erick H
Credit unions are supposed to be better than banks, but this one if far worse. If they are going to hire a branch manager of such low character, I don't think they should be managing peoples money.
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May 2023 by R J
I have had nothing but pleasant customer service at this branch. I usually use the ATM, but when I've had to, the in-person help was friendly and efficient. I think GNCU should pay more attention to this location - they are doing a great job!
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April 2023 by Julie A.
A Five Star Banking Experience from Greater Nevada Credit Union off Maeann in Reno. My Mom came in and was welcomed immediately. She sat down at a lovely table to do her banking. Evan, our bank teller was kind and caring and helped print checks for her and get her the cash requested. He was so great at his job. He cared about the service he gave my Mom. The bank was clean and had beautiful reno decor on the walls. Love the rocks! Everyone here works as a team for all the bank customers who came in. This was a Five Star customer service experience as well. If you have not gone into this bank, I suggest you come in and experience their care in banking and customer service. It was the very best. A very satisfied customer. Julie A
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March 2023 by Sally Shaw
They phished on my computer. I believed them. The next day I went to GNCU. Monty and Paulina were a great help in getting my accts restored! Thanks......Sally
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February 2023 by Ms Tye M.
The online service sucks, I cant wait to refinance my loan somewhere else. making a payment online should not be this frustrating....Ugh
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January 2023 by Nancy V.
It was busy, but I was helped pretty quickly. Caige was the teller. He was very helpful. He's friendly and professional. I told him my ATM card wasn't working. He promptly got me a new one. He's an asset to Greater Nevada Credit Union.
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November 2022 by Jackie K.
I have been banking with GNCU for about 4 years. My experiences in-person have been pleasant, and I do love that they provide a notary free of charge which has come in handy. However, as someone who primarily banks online, I have not been impressed. The customer service team is also nice and pretty helpful, but I don't like how often I have to call them to resolve my issues. Sometimes the customer service team is outsourced to another team who have reduced ability to fix your issues. The website and app are buggy, I have had to call multiple times to get my username and password reset because it's super quick to lock you out and then it forces you to call. My card also randomly stops working and I also have to call if I want to get it unlocked. Maybe it's a fraud alert or something? If so, it would be nice to just get a text message where I could say yes or no on fraud but keep using my card. There's no text or voicemail, it just stops working occasionally until I call to get it unlocked again. The checking account requires you to use your card X times per month, and often I don't use it that much because the card just randomly declines even when there are thousands of dollars in there, so I get charged more than I expected to when I opened the account. I guess it's a millennial thing, but I just don't like having to call during business hours and wait for someone to resolve my issue. I'm usually super busy during business hours, and evenings and weekends are when I have the time to deal with bank errors and service issues. I want to be able to self-service through an online portal to quickly reset my password if the account has been locked or anything like that. They did just add this capability but you still need to have your account number memorized or on hand so this has slightly improved recently. I would prefer to be able to authenticate through my email/phone/username though and not need the account number, some kind of 2FA would be way more secure and easier to self-service as well. I've actually decided to move over to United Credit Union, I'm just tired of paying top dollar ($15/mo!) for a checking account that I can only sometimes use to access my money. I suggest that Greater Nevada Credit Union doubles their IT budget, so they can attract great talent and grow the team to improve their online outcomes. It's going to be the key to your survival in this new digital world. I love to support local credit unions but you guys have to up your game a little to compete!
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September 2022 by Steve B.
GNCU is the best and whenever I have the opportunity to stop into their Mae Anne location to conduct my company's business everyone has been fantastic. That said, there's a wonderful young woman named Monty Torres who puts up with my multiple requests with a constant smile on her face and a can do attitude. Thank you Monty and GNCU,Stephen L Barnes, Managing Partner Lake Tahoe Celebrity Transportation, LLC
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September 2022 by Roy Uhl
Total crop customer service. Understaffed. Reps have ZERO skills in properly managing a rush of members with just two “tellers”. Management is incompetent and worthless as completely clueless on how to staff and properly train and cross train employees to do what they exist for—provide service to depositors first and foremost
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August 2022 by Q M
They used to be a very good wholesome small bank. But lately has become the same big bank that Is every where. The staff is great and friendly but the company it's self is going in a bad direction. Lots of rules to make them money none to help out there customer.
