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December 2023 by Carlos S.
The staff never smiles and they don't even acknowledge you when they're taking so long to make a simple transition. I went there today and I had the worst experience. They basically took my money I was supposed to deposit in my account and couldn't even make it go through. Long story short, they just took my money without even counting it. And they put it in a machine that is holding it till tomorrow morning. Super weird honestly. They don't have any customer service skills and we all know that the problem always comes from the management. That being said, I hope these people do something about improving the way they treat their customers and train the employees to deal with situations like this with carisma and acknowledge the customer that is in front of them. Because it seems that they haven't been trained properly on the customer service field.
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November 2023 by Justin Spratt
I haven't had any problems, it's been 6 years. I had way more issues with on point
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November 2023 by Cindy C.
State of Oregon issued checks will not be available in your account for an entire week! Beyond frustrating, if I deposited someone's personal check I would understand. 2 different tellers couldn't find any deposit. I was asked what deposit?? Do you know the amount? I told her the amount of each check, she said I don't see any deposit. Ok I deposited 2 checks last week...Then she said well it looks like they were lumped together?? Ummm is that accurate accounting?? Ok now why don't I have access to the funds? I deposited last Friday and it's Tuesday. I was told it would be a 2 day hold ( business days obviously) She said well that's standard for a mobile deposit, ok I went into the bank and deposited with a teller. How is this a mobile deposit? Well actually since your account is so new your funds will not be released until Thursday. Done. Poor customer service experience more than once within a short amount of time. Wanted to give a new small credit union a chance but I will let Chase have my business back.
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October 2023 by Joshua F.
I have been a member here for 6 years and at first I loved this credit unions. However. the service has greatly gone down hill. If you never have to talk to anyone at the bank, either in person or online then it’s a fine bank, but once you need something, it’s a mess.When I added my partner to my checking account a couple of years back, it took two hours! Also a few years back, they switched to a third party for phone support and they are not helpful in the least. During the pandemic they switch their hours to M-F 9-5 which makes it impossible to visit them in person. Today I witnessed the teller rudely judge a customer, dismissing them from the store with lies to not have to serve them. I ended up being helped by two tellers today and both were rude and dismissive. It’s seems that people do not like their job here and that unfortunately transfers to the customers. I certainly hope they can turn things around. In the meantime, I’d avoid this credit union and safe yourself the headache.
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October 2023 by Peace L.
Janelle Johnson is the best out of all the bankers and tellers I've dealt with at Trailhead Credit Union over the years. She is an excellent banker who is very composed, competent, and polite. Every time I visit this small branch, there is only one teller, and every time I do, she goes above and beyond to give me excellent service. For Trailhead Credit Union, Janelle must be a valuable asset.
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April 2023 by Jeff Blank
I've been with Trailhead for a number of years. I check around every once in a while but still haven't found a reason to switch. I'm happy.I've been to the Old Town and Mississippi branches and had nothing but good experiences. Staff are friendly and relaxed while still being professional and businesslike, as one would expect.The Division branch... not so much. I wouldn't say I've had *bad* experiences here, but I wouldn't say I've had a good one, either.Employees seem a bit weary or stressed or something, like they're behind on some important work. It's nothing intentional or overt, just a vibe (but a pretty strong one). And things just always seem a little disorganized. I've stood first in line for a teller and waited 10+ minutes because no customers were being seen due to training that was happening during the lunch rush. (If the training had involved seeing customers, that would have been one thing, but it did not.) I've gotten what I'm pretty sure was a weird look for wanting to withdraw cash as small bills instead of just using the ATM outside. (And then I had to wait for customers behind me to be seen before I could actually get my cash.)So any more, I just don't bother with this place. I'll gladly drive all the way up to the Mississippi branch on the rare occasion I need in-person banking.
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November 2022 by Veronica W.
Super friendly, great service and clean establishment. I also love how they have a chalkboard calendar up each month and each day it has a random event or activity going on in town that day. It's a cool way to check in about what is going on around town and any new spots to try!
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October 2022 by Christopher L
Went in to this branch credit union to do a Shared banking deposit to a credit union account on the country. The staff were very helpful. I was in and out in less than 10 minutes, and the money was deposited instantly. Love this service! No fees even, just great, friendly service.
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January 2022 by Kimberly Seidl
Monet was super friendly and knowledgeable. Was the easier part of my already hectic day. Thank you.
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December 2021 by Lucas Hammons
I really wanted to find a local bank but...it assuredly won't be this one.I opened my account online. Easy enough. Was told I needed to add $30 to my account to get a debit card shipped. Went to the branch in person, deposited $100, was told the card would be shipped to me. 3 weeks later, no card. Called - no answer. Called the next day and could tell they'd forgotten to send. Whatever...stuff happens. Still no card another 3 weeks later. Called. They'll send another.Card arrives one and a half months after opening account. Finally, I can use it! Except...the card itself is bad. It's...weird and seems that the chip is just slightly off center or something, so every time I enter it into a machine to read the chip...nothing. I have to try 5+ times or hope swipes are accepted. SoThe account I opened was free, with some type of cash back feature. But to get cashback you need to meet particular criteria. First month: didn't use my debit card 10 times to get cashback. Okay...I'll try to use it online more since I can't use it physically. Next month: Made >10 purchases, but no direct deposit. Setup direct deposit. Next month? OH, I didn't accept eStatements, which is hidden and you're not prompted to add them. At this point I don't care anymore, I'm going out of country and will deal with it later.I leave for South America, informing Trailhead that I will be traveling abroad. They add a travel notice. All good, right? Nope. I use my card ONCE and it gets blocked. I call and...no answer. Ugh. So I wait and chat online the next day, from South America. I inform that agent that my card has been blocked and that I am traveling abroad and that I need to use it. The response? ?No joke, it's: "Yeah, we cancelled that card, but you can just go into any branch and pick up a new one."Needless to say, I've transferred all of my money out of this account and cancelled direct deposit. I have no confidence that this bank can responsibly handle my money. On top of all this, I never once felt like the customer service was good or staff was friendly. Extraordinarily disappointed.
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December 2021 by Buck Bored
They should change the name to Failhead, or Traildead. This branch USED to have friendly and helpful employees. Now, you're "greeted" by anti-social lumps who act like punching a few keys and being forced to communicate verbally are above and beyond their duties. They're very good at discouraging in-person banking, and making "personal service" an empty phrase. Looks like I'm bank shopping again.
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October 2021 by Jared Greco
WHY aren’t you open on Saturday anymore? Also the shared branches have withdrawal limits so aren’t an adequate substitute. Considering switching to a credit union that is open on the weekend.
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September 2021 by Jam Rah
My account gets flagged for a fraudulent charge, good job Trailhead. I then have to call them to get a new card and no one has answered my call ALL DAY. Left voicemails and no callbacks. I have to go through the weekend without access to my account… not cool. Customer service with Trailhead is the worse I’ve ever experienced in banking.
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June 2021 by Sarah
Aya is just a wonderful person and she went above and beyond! Great customer service, thank you!
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May 2021 by Lokanta PDX
I have worked in investment banking for over 9 years in 3 different banks and used 8 different bank for my accounts. havent seen worse system ever. also i have been asked to pay 15 usd for each e bank statement . even for getting those by email. The only bank account i have in USA. using their credit card. checks. automatic payments. direct deposits. Business account. savings account. payroll. purchases.. everything i could and i was going to be ripped in return. I ll switch banks ASAP. The only good thing i can tell would be Front of the house people are trying to help but the bank/union or whatever they call themselves is pretty bad.
