American Spirit Federal Credit Union - Newark, Delaware

Magdelynne M.

I put in a loan application more than two months ago. Two phone call follows ups later, still getting the run around. Called today and I got the response that it's because my account has a negative balance. Both my checking and savings accounts are in good standing. Something is not right with the services at America Spirit Federal Credit Union

Grace C.

Newark location does not adhere to the hours posted on the ASFCU website, Google, or the ones that are physically taped to their door. Their lobby is often closed (without so much as a warning to members) and, in my personal experience, they've attempted closing their drive-thru window early on multiple occasions. Customer service has, in my personal experience, existed on a spectrum - I've received excellent care from some representatives, while I've received radio silence and limited information from others in response to email requests regarding certain account actions that the website doesn't allow account holders to make themselves. Additionally, paperwork for both accounts I hold with this credit union was never supplied to me though I'd asked for it at the time I opened said accounts. Overall, not a good experience with a financial institution.

Jenna W.

I cannot recommend never signing up for this bank or leaving your account enough. I have been a member for over 10 years and have never noticed how much I was missing out on before switching to a new credit union. I have so many complaints from over the years that I am just going to do a top level bullet point list to get everything across.

1. Lack of customer service: On multiple occasions I have tried calling my location and was not able to get through to anybody. I have left messages and voicemails that never get returned. I had an issue that they were looking into regarding a Venmo transaction that I was disputing and I was told that I would get letters in the mail if they were able to help me or not. Letters never arrived and I obviously was not helped. Their lack of communication goes from small day-to-day inconveniences to bigger issues such as that. If you do not catch them during their limited business hours, you will not hear back and may even be told that they never got your message or that you did not leave one.
2. Inconvenient: They never had great hours for those of us working 9 to 5, but it was able to work before the pandemic. As soon as they were given the go ahead to switch to drive-through only, they dragged their feet returning to ever having lobby hours. They have the most limited lobby hours now that I have ever seen from an institution (2-4). You often have to do major banking decisions from your car since you cannot stand in the lobby face-to-face. It is just so non-personable and inconvenient. Adding onto inconvenience, there are only two locations as opposed to larger credit unions that have multiple locations. (In addition to other credit unions just having better customer service and better hours)
3. Lack of professionalism: Today I went to close my account, I managed to catch them during their limited lobby business hours. I was left standing at the desk for multiple periods while the person helping me was in the back helping other people in the drive-through. The person assisting me was also wearing an anime T-shirt, extremely concerning and unprofessional feeling for a bank to have. The last few weeks I was getting dinged for lack of funds since I switched my direct deposit to my new Credit Union, so I had no assistance in seeing if there was anything I could do to mediate any of these transactions. I decided to just pay them off to close the account even quicker. They had the audacity to tell me that they did not have coins to break the change that I was paying off. I told them that they 100% have to go find the coins for me because that is insane. Not just the fact that I was being charged these fees in the first place, but for them to ask if they could keep the change. Unbelievable.
4. You cannot deposit coins: Another family member of mine is also a member of this credit union, he brought rolls of coins to deposit into his account and was told that they do not accept coins. They said he could go bring them to the grocery store and have them counted at one of the coin readers that charges you a fee. I have no idea why a credit union with “America” in the title would not be able to accept a form of US currency.
5. Their online banking is extremely limited: You are unable to mobile deposit checks, which is extremely inconvenient in this age when nearly every single institution is allowing it.
6. Their sign advertises that you can open up a “free debit card” but does not disclose that you must have a direct deposit hitting the account or else you are charged a monthly maintenance fee. Misleading advertising to get you in the door.

I am now working with TruMark and have been pleasantly surprised with the convenience, location options, mobile banking, hours, etc. It really opened my eyes to how much I was settling for during the last ten years.

Peter S.

Extremely long wait at drive thru to deposit money. If you can believe it the inside is not open (why covid?) Can only get 3000.00 cash out per day due to there regulation. What a terrible bank with horrible service!!

Tyrus M.

I have to admit that dealing with this bank is quite frustrating. They never answer the phone... for years, the newark branch has never answered the phone once, and as much as you bring it to their attention, it never changed. The customer service reps, especially on the newark branch, are rude and mean.

Christopher C.

Been banking here for a long time. Have had some good moments over the years but am sorry to say that for the last 2 to 3 years this bank is abysmal in any customer engagement and or interaction. Phone calls and emails do not get answered. Loan requests never get answered. If you do get lucky and they pick up the phone they ask you to send an email that never gets answered. Better yet, you might get the "i will handle this for you myself" treatment and guess what? Nothing, absolutely nothing. As soon as i get a moment, i will be taking my business elsewhere. Enough is Enough.

Jinju M.

Worst bank EVER. 11:00 am. and the doors are locked. Only drive thru is open. Unreal how poorly this credit Union is run.

Richard C.

No lobby hours, must use drive thru and they don't take coin. What bank doesn't take coin?