Sign in

Strata Credit Union

1717 Truxtun Ave, Bakersfield, California, United States, 93301-5102

Sharing is caring! Have something to share about Strata Credit Union? Use RevDex to write a review
Reviews Credit Union, Loans, Banking Services, Mortgage Broker Strata Credit Union

Strata Credit Union Reviews (%countItem)

A payment was erroneously made using the checking account and it was not possible to call to cancel because the call center was closed because Kern Federal Credit union does not offer 24 hour call center to access account and the 24 hour number only handles MasterCard issues and cannot access account. However, when calling today a call center staff *** was rude and unprofessional and said false things that Kern Federal has a 24 hour call center and that we could have called yesterday when the call center was closed and the 24 hour number said they cannot access account, *** said it was out fault and was rude to the point of being insulting. She also said you could go to the branch but the branch was closed and so was the call center. She also said there was only one supervisor who was unavailable supposedly.What kind of call center has only one supervisor who is unavailable? The credit should offer 24 hour call centers if it did this would not have happened. The call center staff also need sensitivity training because *** was among the rudest staff I have spoken to.

Strata Credit Union Response

Dear Revdex.com, thank you for your message. We apologize for the delay in receiving/responding to this message. In the future, please send any communications to *** and no longer to ***.

Thank you for your message. We absolutely do have a 24 hour call center that is open every day except Christmas. We have spoken with this member and let her know that she can access her account from the convenience of her own home via our online banking platform that also gives her the option to do an ACH stop payment and transfer funds as needed 24/7. We strive to provide the best service to all of our members, all of the time and unfortunately there has been a misunderstanding about how this member is able to access her account in many ways. Sincerely, Kern Federal Credit Union.

Customer Response

I am rejecting this response because:
The call center is open 24 hours but only for debit cards, the main call center that can access the checking account closes. Major banks allow customers to reach a call center 24 hours however sometimes the caller reaches call centers in other countries, This credit union does not offer a call center 24 hours for checking account access. The call center staff are rude and could care less, there is only one call center supervisor *** who was very abrupt. There is no way to stop payment on the mobile app and how does this credit union only offer customers a fee reversal once? Most banks offer 3 reversals a year. This credit puts its rules before consumers. The call center is only open until 5 pm pacific time it does not have 24 hour call center access to checking accounts most major banks do. I ask for a few reversal because the call center was closed so stop payment was not possible and this credit union has a predatory only one fee reversal policy which should be illegal. Almost all major banks offer 3 reversals a year not once a life.

Strata Credit Union Response • Jan 04, 2018

We take pride in providing quality member service, therefore we’ve investigated and made numerous good faith attempts to resolve this complaint. During our investigation we also found that the complaint contains factual inaccuracies.

Our call center is available 24/7 with the only exception being Christmas Day. This is accessed through our main published phone number *** or toll free ***. These numbers are publicly listed on our website and all third party directories. The phone number on the back of our debit card is for card related services only. This information has been given to the complainant on numerous occasions.

The transaction in question, an ACH Stop Payment, is also available 24/7 through our online banking service.

We have also given the complainant four fee reimbursements, totaling over $120 dollars, in less than one year. None of these were due to our error. All of them were good will reimbursements. We believe this is far more compassionate than most financial institutions would be. Along with each fee reimbursement, we’ve informed our member about the cause of the problem, how to eliminate overdrafts and how to access her account after hours.

Regarding the tone of our communications, we understand our member is upset, and we empathize with her frustration, but she has personally insulted and used profanity at our call center staff. It is our policy not to subject our employees to abuse, therefore we have ended phone calls when members treat our staff poorly. Our Vice President of Sales and Membership, ***, has tried to reach out to our member on three occasions. Each call has been met with no answer and a message indicating that the mailbox is full. Ms. has also sent her an email requesting her to contact us at her earliest convenience.

We would very much like to provide resolution for our member, however we feel that we’ve exhausted all reasonable possibilities.

-Kern Federal Credit Union

Check fields!

Write a review of Strata Credit Union

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

Strata Credit Union Rating

Overall satisfaction rating

Address: 1717 Truxtun Ave, Bakersfield, California, United States, 93301-5102

Phone:

Show more...

Web:

This website was reported to be associated with Strata Credit Union.



E-mails:

Sign in to see

Add contact information for Strata Credit Union

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated