ESL Federal Credit Union Canal View Blvd, Rochester, New York

ESL Federal Credit Union Reviews

3.7 stars based on 11 reviews

Featured Comments:

• C

  Catherine Carter

  5.0

  Always friendly staff and good customer service

• j

  jlo 5616

  1.0

  Very disappointed in the Loan Payment Solutions department. My friend is a developmentally disabled adult and her mother recently passed away. Her late mother had put her daughter on her vehicle thinking her daughter would have an asset in the vehicle upon her death, but she passed away early in the loan leaving her daughter a car worth less than the loan amount. I contacted ESL on my friend's behalf to try to arrange a forbearance to allow time to try to sell the car to pay off the loan. ESL wouldn't allow any deferment or forbearance, wouldn't take less as a payoff amount, and wouldn't forgive any late fees. Their only "option" was to turn in the vehicle for repossession and in turn destroy a vulnerable person's credit. Payments were missed while the mother was in the ICU for 3 months, and ESL won't even waive those late fees or defer those payments. Over the past 6 months I repeatedly called ESL and left messages for "supervisors" in the LPS department to try to discuss things further, but my calls were not returned until I filed an NCUA complaint. I don't understand the point of a Loan Payment Solutions department if they literally have no payment solutions to offer struggling and vulnerable individuals, especially as the COVID pandemic is still affecting many people. They repossessed the car after threatening me for obstructing their right to repossess when all I wanted was a callback to discuss the options with a supervisor.

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  Response from the owner

  Hello – we are so sorry to hear about your loss and for this experience in settling affairs on behalf of your friend's mother. We strive to provide superior service to all our customers and sincerely apologize that we did not meet that expectation in this case. I have alerted our Loan Payment Solutions managers regarding your concerns. Please feel welcome to contact us at 585.336.1125 so we can route your call to one of our managers and assist further.

• T

  T B

  1.0

  I've never had this hard of a time trying to pay a loan or bill.

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  Response from the owner

  Hello, we are very sorry to hear about the difficulties you're experiencing in paying your loan. So we can look into this case further, can you please contact us at 585.336.1000? We would be happy to assist you and work towards a proper resolution.

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