American Southwest Credit Union E Fry Blvd, Sierra Vista, Arizona

American Southwest Credit Union Reviews

3.7 stars based on 89 reviews

Featured Comments:

• b

  benjamin andres

  5.0

  Faye and her staff are absolutely outstanding. I've had plenty of opportunities to change who I bank with but have never even considered it. Thank you again for truly caring about your staff and customers. You've got a member for life in us.

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  Response from the owner

  Thanks Benjamin! We really appreciate your membership and your time for submitting a review online!

• A

  Angie Pantoja

  1.0

  Terrible customer service and stuck in the Land Before Technology. My card was shut off due to fraudulent activity (which I appreciate they caught that), but the problem is trying to get the new card. The first time I called, the lady said she'd have it sent to me and that I'd get it in 7-10 business days. It never arrived, so I called back. The lady on the phone that time basically said oops it never got sent and that she'd have it sent that day. I have been waiting two weeks again (but only 9 business days). I called today and she said to it's been only 9 business days, not 10 so call back in two days. So, I have been over a month without a bank card. Companies I autopay are emailing me because obviously the payments aren't going through because they still have the old number. I can't give them a new number because I still don't have the new card. This is actually the second time this has happened to me. The last time was a couple of years ago. I eventually just had them send the card to the bank instead of to me, and I went to the bank to pick it up. It just shouldn't be this hard. As a side-note, ASCU needs to get on the ball with technology too. They make everything too hard and you have to go into a physical location for entirely too many things that other banks can do online. The only reason I am still with ASCU is because my son has a car loan with them, and I can move money between our accounts super easy. When the car is paid off, we are both getting out of this place. We both already have bank accounts with another bank and will close out as soon as the car is paid off.

• C

  Cheryl Jean

  1.0

  The WORST BANK! There have been issues from day one starting with problematic online banking, credit card service payment processor started through a third party company which made it difficult to make the payments and seeing balance information and payment history. This was not just annoying but immediately I knew it was a mistake to start a financial relationship with them. There have been annoying little problems with customer service over the past three years, agents giving incorrect information on previous payment history on auto and personal loans, then the $10.00 fee for making your payment if made by debit card through another bank. There were times I called to make payments and the c/s stated that in order to process they needed to call me back?! A protocol I had never heard of but they stated it was necessary. Again annoying. There has rarely been a time I have had to deal with them that something didn’t come up. I got tired of paying the fees for payments so I switched our direct deposit hoping to help the annoyances become less. A month ago my husband suddenly could not get gas...called them the next day to find they locked our account because we were past our ten day grace on our loan. So we could not have access to any of our money until payment was made....basically holding our funds hostage! Bottom line your in for troubles in dealing with this bank and basically they make all the big banks look like Gold Medal Champions compared to this headache of a credit union. I highly suggest anyone thinking of doing business here of ANY kind to rethink it.

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  Response from the owner

  5/7/2022 Update Our new online and mobile banking app launched last month and it is fantastic. We've gotten 4.8 - 5.0 Star Mobile App and home banking platform reviews and we are so happy to report that this upgrade has solved small inconveniences. It has greatly improved the experience of our members. From the online banking and mobile app you can now access convenient Chat support, easily transfer money between accounts, add external accounts from other financial institutions and transfer money back and forth, pay bills, transfer money to other members' accounts, easily access e-statements, transaction lists, and 1099 and 1098s. In addition you can apply for auto loans, credit cards and consumer loans using our easy and fast online application feature (the old online application was very cumbersome and time consuming!). We are pleased to make this huge leap in technology because we care about our members and member service! Our members are our owners and we want to give them the very best experience possible. Original Response: Hi Cheryl, Thank you for your feedback. We have been working the last year 2021-2022 to upgrade our technology, which is a three part process. Part one is complete. We upgraded our online applications to streamline the loan process, making online applications easier to use. The second part of the process comes in about 4 days. On Monday March 28th, our online and mobile banking platforms will be down for a much needed upgrade. This will solve a lot of the small annoyances that our members have with online and mobile banking and smooth out the online experience. The third implementation to our tech upgrades will come in April/May 2023. This upgrade will completely transform our digital banking platform, elevating it to state of the art technology. This last upgrade will bring our members the ultimate in banking services. We wish we could make all of these changes immediately. But because of the sensitivity of our industry, the need for accuracy, and compliance with state and federal regulations, upgrades take time. If you have any questions, please reach out to me at [email protected]

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