LGE Community Credit Union
Customer Service
I’ve been banking with LGE Community Credit Union for 18 years, but it’s really more out of laziness, not because it’s a credit union I would recommend.
Lately, LGE Community Credit Union just doesn’t have the same highly quality service they used to offer when I first joined the credit union.
Right now, I am dealing with a new issue this month. I requested bill pay for my rent, it never showed up, and they didn’t offer to help me resolve the issue.
I am afraid this latest issue reflects a broader trend to provide poor customer service.
Each year, they’ve consistently rolled back their customer benefits.
For example, they stopped reimbursing fees for out-of-network ATM withdrawals, even though they have a handful of bank branches/ATMs across the metropolitan Atlanta area.
They even decreased the APY on their savings account.Benefits aside, it’s even hard to do basic banking with them.
The website and mobile app are not usable. The app consistently crashes when I am trying to complete transactions or check account balances.
The new dual security authentication via text message is a total mess; I was stuck overseas for work and couldn’t authenticate access to my account via text because the text messages never came through.
They said they had the wrong phone number on file when I spoke with them, but oddly I could authenticate via phone call just fine.
Not sure how they had the wrong phone number since I’ve had the same number since I started banking with them.
I think it speaks to their faulty systems, which really makes me distrust them and doubt whether they can safeguard my financial data…let alone my money.
If you are not a customer already DON'T become one.
Since they have taken almost all of the humans out of their main lobby, going inside doesn’t help or save time. The ATM would not deposit a money order at Christmas, so on Christmas Eve,
I sat in a line at their drive-thru for over a half an hour, then went inside and waited another half an hour before I finally ended up leaving without my money order being deposited or cashed. I would probably still be sitting in their lobby if I would have continued waiting.
If you are not a customer already DON’T become one. The only thing stopping me from leaving is the hassle of moving everything somewhere new. And they literally have everything…my mortgage, car loan, savings account, checking account…..
but eventually the aggravation of dealing with them is going to outweigh the aggravation of moving. I’m not sure what my breaking point will be, but I do know there will be one.
I have started being rude too.
I am giving it one star because I can’t give negative stars. I echo every terrible thing everyone else is saying. The customer service is awful…they are rude and interrupt you constantly while you are trying to tell them what is wrong. It is soooo frustrating, and as far as I can tell, upper management doesn’t care.
Their online banking is also awful…be prepared to hear “terrible” and “awful” over and over again during this review. Each online banking system update over the last two years has made their system less intuitive, slower, and harder to use.
Currently I can’t edit any of my payee information. They have to do it for me. Which requires wasting a really long time with customer service people who are rude. I have started being rude too.
They are my bank forever!
I believe we started banking with LGE in 1966 when we first moved to Marietta. I am so thankful for the friendly, excellent service that they have provided to our family.
They have helped me navigate through many of the bill pay changes and patiently helped me learn what I needed to do. I have always been treated with courtesy and respect any time I have had a question and called LGE. They are my bank forever!
Bad Service Provide
In my case, I caught the fees in time and contacted the call center. The rep I spoke was not helpful (similar to Mike P). She made no effort to resolve or reinstate my savings account and declined to escalate my case to a manager.
I was about to walk away from all this, but as Laurel pointed out my experience with LGE had always been positive. I contacted LGE a second time by phone and had the opportunity to speak to another person, more experienced in these matters to resolve my case to my satisfaction.
I initially signed up through a car loan, but had limited information about the other services. The definition of inactivity is a loan that is paid off (zero balance) with no transactions (deposits/withdrawals). Make note: that savings account is automatically opened by LGE when a person applies for a car loan. If your loan is paid off, you still need to maintain activity on the savings portion (subtle point!!!)
Horrible.
Mike P is accurate in his assessment. LGE does deduct $5.00 per month due to account inactivity. My account was also inactive for several months and I was slapped with 2 charges. I also signed up with LGE through a car loan.
I also agree with Laurel that LGE provides outstanding service. The staff is great, helpful and I paid off 2 car loans with LGE without any hassle. I recommend them highly for their efficiency and customer service.
The issue LGE needs to address is the inactivity fee for customer’s who take out a car loan. After the loan is paid off, you need to maintain some activity on the saving account or else you are charged inactivity fees.
This is not obvious to most people. What is worse is that you are not notified of the pending fees. I found out my account was closed when I called to inquire about the $5.00 deductions on my statement.
They are my bank forever!
I believe we started banking with LGE in 1966 when we first moved to Marietta. I am so thankful for the friendly, excellent service that they have provided to our family.
They have helped me navigate through many of the bill pay changes and patiently helped me learn what I needed to do. I have always been treated with courtesy and respect any time I have had a question and called LGE. They are my bank forever!
You should NOT bank here.
You should NOT bank here. The CEO is shady and was banned from working in Florida institutions. Google “Chris Leggett Florida” or click the link below
which she said she was not his superior
I realized this when she had not replied to me, but I was beginning to receive responses as a result of my emails form the loan officer and the VP. I sent the manager another email and asked whether she was the VP’s boss, to which she said she was not his superior, and at that time gave me the correct contact information.
So clearly I upset the VP and this was his response.
So not only did they cut their original commitment in half, they now wanted my cash to back the loan they would charge me interest on. The Twilight Zone. By all appearances, I offended someone with my emails.
The loan officer later said it was his boss, the VP and the person with whom I had complained about to the person I thought was the Branch Manager, The VP had said this is the best he would support. So clearly I upset the VP and this was his response.
I summarized another disappointment in the form of an email to the person I thought was the Branch Manager.
I summarized another disappointment in the form of an email to the person I thought was the Branch Manager. Within an hour of that email, it was the loan officer called me back. he stated they would now only fund 40% of my request, down from 80% he had committed to on the prior Thursday.
If that wasn’t a kick to the head he said not only was it down to 40%, I had to put up the cash to back the loan in the form on an interest bearing CD paying a little over 1/2 percent and they would charge me 2% over the paid interest rate. I understand I don’t need to explain to those reading this how this appears, so I won’t.
I kid you not, this was an offer they made to me. So not only did they cut their original commitment in half, they now wanted my cash to back the loan they would charge me interest on.
Never Again
She simply handed me a form and told me to fill it out. I told her I would complain. She went to get Debbie Cordell. Debbie was also not courteous and when I began to explain my frustrations – actually said, “Let’s be nice!”
I said, “No, you will listen to me now.” Nether Debbie or the associate assisting me introduced himself or herself, asked how they could help make this situation, or anything resembling good manners.
Scammer
That would have been good to know. The VP’s boss is the SVP Chief Lending Officer. So I forwarded the emails that I had sent to the manager to the SVP.
The SVP did reply to me all but saying her people followed proper procedure and she supports them and she was sorry that I felt there was a lack of communication for the loan officer. She stated several factually incorrect observations. So I’ve climbed the food chain and have realized it’s not the loan officers fault, I’m not sure it’s even the VP’s fault, it seems to be a culture within LGE.
I noted to the SVP that her email used the term frustration, her words… your email expressing “frustration.” When I spoke to the VP he said why was I so frustrated, when I spoke to the loan officer he said I’m trying to understand why you’re so frustated. Following the SVP’s comment I started seeing another commonality.
Very Bad
The loan officer later said it was his boss, the VP and the person with whom I had complained about to the person I thought was the Branch Manager, The VP had said this is the best he would support. So clearly I upset the VP and this was his response.
I summarized this concern in the form of yet another email to whom I thought was the VP’s superior, only to find out that she was not his superior and never informed me as such. All the manager did was forward my emails to the VP. I hope you can follow this.
I realized this when she had not replied to me, but I was beginning to receive responses as a result of my emails form the loan officer and the VP. I sent the manager another email and asked whether she was the VP’s boss, to which she said she was not his superior, and at that time gave me the correct contact information.
You should NOT bank here.
You should NOT bank here. The CEO is shady and was banned from working in Florida institutions. Google “Chris Leggett Florida” or click the link below
Mistakes and errors happen.
Mistakes and errors happen. It is how you handle problems that can make all the difference. With all the automation of online banking today, I rarely need to set foot in an LGE office. Unfortunately when the ATM failed to process the cash portion of my deposit, I had to go inside.
The teller could not help me (the telephone teller) and dismissed me to wait with the lobby full of people for a customer service person. I waited thirty minutes. During the time, I had to listen to an employee in his office talk on a personal phone call (he did eventually close the door).
When it was finally my turn, the associate was less than polite. After expressing my displeasure at the wait and the associate on a personal phone call, her only response was – “Oh, he is our investment banker and doesn’t help customers.” And I was to know this how? She simply handed me a form and told me to fill it out. I told her I would complain.