KEMBA Westerville Branch - Westerville, Ohio

Laura G.

Best rates and service for the last 25+ years for this happy customer! Kemba has been able to continue to beat loan rates, interest rates and offers great customer service for decades now, love them!!! Branch staff is a breeze to work with, they keep their appointments when I book online. Love the free coin collector for the kids, easy to open/close accounts and I love you can add notes of every transaction if you want and download it to a spreadsheet. App is easy to use and you can block your own cards when/if you loose them and unblock them when you find them. You can also get cards printed in the branch the same day, no waiting on the mail. They offer minor accounts too to making managing money a lifestyle they can learn early. Automated tellers online when you call make it easy. Shared banking with other credit unions with no fees for ATM use makes it convenient. Love having my account linked to my kids so we can easily transfer money back and forth within seconds. Highly recommend this bank and this location has longer hours which is great for those minute visits. Keep up the great work Kemba!

Corey V.

Drove from Gahanna to this branch on a Saturday for a notary appointment. Get there, and they say “there’s no notary here, her schedule was open today on accident.” I got no phone call, no text, no email. Not good service.

Ken C.

Their customer service is lacking to be sure. They make you do everything via their phone system which is pretty bad.

The "iPay" (3rd party processor) that they use for bill payments is shady to say the least. They'll take money out of your account before they even send the check. They put this money into their account (so they get interest on the float (and imagine how many payments they're getting that interest on collectively!).

I used the online banking system to make a payment. The iPay interface is less than intuitive and it's not easy to distinguish what you're putting in for personal information vs. merchant information. As a result, one of my checks came in the mail to my address, although the check was made out to my merchant. Needless to say, the merchant never received the check, but the money had been out of my account for a week at the time I received it in the mail.

When I took this to the branch, rather than credit the account for the amount of the check (which I handed to them), after theorizing for 5 minutes on why this might have happened, they sent me out the door with an 800 number and an "id". Told me to call the 800 number and they'd get my money credited back in. Presuming this 800 number went to iPay.

Got home, called the number, wanted a "claim number" put in the number (twice, so no, I didn't miskey the 5 digits) and it told me that "no such claim number was found"). My options? Put in the right number or end the call, no option to talk to a human. I could go on about this experience, but why waste your day?

Look for another 5 star rating to come in after this one from someone who works at Kemba.

Ken C.

With respect to my previous post of a couple days ago, I wanted to follow up and note that the Westerville Kemba did follow up and make this right. So it's not like they don't care. I do think the 3rd party processor should be changed out and the customer service model tweaked a bit, but I did have actual people (thank you Meredith) follow up and get this worked out.

I do want to add, that I find it very interesting the random order in which these reviews are posted by Google. I had to scroll down a few dozen to find my review of 2 days ago past many others posted years back. Reviews from within the last year will always be more relevant than those 2 years ago or more, so always check the dates on reviews!

Ken

Joseph H.

I've been a Kemba member for 16 years (give or take) and have had a relatively positive experience overall. The building is clean and inviting. I have a credit card and a car loan through kemba along with my savings and checking account.

Most of the stuff Kemba does is modern and good. It supports mobile payments like apple and Samsung pay. The mobile app uses biometrics like it should. Every time I go in there, it's for simple stuff but it's a pleasant experience.

However, there are a few wrinkles I'd like to see fixed. Chase and other banks use a quick pay system to transfer funds between two member accounts. If Kemba had one, I could close my chase account as my girlfriend and I frequently use that feature to send money to one another. The video tellers are fine if you know what to ask for and how to ask for it. I wish the ATMs allowed deposits.

Additionally, some CSR calls get routed to a call center that has vastly less power than someone from the bank itself. That one is a minor annoyance, all I needed was a bank statement for my savings account.

In any case, I'm just a normal member and I don't use kemba for any complicated stuff like mortgage or business so I cannot comment on that. However, as a bank, it's pretty good.

Ellie C.

The teller I interacted with was absolutely wonderful, very kind and efficient and super helpful for people like me who are new to banking. Her name was Ash. 🙂

Highlight C.

if you frequently take out money on your card for rent or child support, prepare to have your card locked and frozen, now im 4 days late on rent because this bank things im stealing from myself every 2 weeks, at the same time, the same day. same schedule, its retarded, lets not forget im about to be evicted now cause the card froze itself, amazing bank...

ADHD A. T.

Constantly locking my card for "fraud" due to reoccurring payments that have been the same for months.