Department of Commerce Federal Credit Union - Washington, District of Columbia

Loc Journey

I have to agree with the other reviews about this credit union. The customer service is really bad. It seems the service and professionalism went downhill after Evan Clark (former President and CEO) left/retired. Working with the consumer lending is a headache. They don’t call you when you’ve been approved and they take forever to send you your documents to be signed for funding. I had a few issues when I was on maternity leave and receiving payment from an insurance company with them putting my checks on extended holds and when I called to explain what the checks were and providing stubs it was almost as if I was irritating the staff. The only good thing about this credit union is the gentleman that works in mortgage lending, Edmond. He is really pleasant and a delight to work with. This is my primary bank, but I am getting fed up with them and deciding to go to USAA or Navy Federal. I’ve had enough of Commerce’s unprofessionalism and carelessness.

T. B.

My experience is similar to another review, where I opened my account years ago…when it was just WHFCU. Customer service was great and matters were handled in a timely manner.

I just recently had fraud on my debit card. I was notified after it happened which is fine, I guess. My card was locked and I was told to just “wait” 10 days while they investigate! I’m not ashamed to say that, unfortunately I’m on a fixed income…broke! My account was wiped out and they wanted me to wait…with no funds and no explanation.

So, a few days later, I became a headache and asked why I wasn’t provided provisional funds. No one could give me an answer. Everyone I spoke to (at first) seemed friendly and empathetic, but couldn’t provide help and I kept getting the run around (off and on from 11am - 3pm) I finally asked for a supervisor. I don’t think I was ever transferred to one but I did speak to a young lady in card services that was very nice/nasty with no empathy. I remained calm because my money was finally being returned to me. I am, however, in the process of choosing another credit union.

Tim Ingram

UPDATE:
After sharing the below review, I have been impressed with DOCFCU's outreach. Not only did they reply here, but they emailed and called me to help resolve my issue, and apologized for my difficulties. Kudos to them!

Everyone who answers the phone is very friendly, but I have been trying for 3 days to have one simple question answered, and no one can or will answer. They tell me someone will call me from the loan department, and they have yet to call, and that they cannot see the information I need, only the loan department can give that to me. I ask to be transferred to that department, and they tell me there is no way to do that. I will not ever recommend that anyone who is not physically close to a branch ever use them.

SF

Horrible customer service. There is no voicemail and they do not return calls when you do get through. I have been waiting three days for an escalation to a supervisor. My statement does not match with what is given over the phone. The interest rates do not match payments. “Very shady”. They need to be investigated. Who would I contact? I have the paper work and my bank statements. BBB? They are a bank breaking federal laws. Please help with info of how to report them and their shady business practices. Thank you!

zoe stadick

the customer service is nonexistent and very unprofessional. they will not tell you about restrictions on your card/account that you yourself must call them in a specific time frame or else you will be completely unable to access your money, they then force you to go over a week without a single penny because of THEIR mistake and offer no reasonable solutions, much less ones being in a convenient and timely manner.
i stopped using my account years ago but decided to re enroll... now i remember why i stopped using them initially, there are plenty of other banks/credit unions out there that will not screw you over and have amazing customer service, DOCFCU is definitely not one of them

Sam Harkinson

WARNING ..TO ALL NEW CUSTOMERS.. THIS COMMENT IS FOR THE CORPORATE OFFICE. I HAD THREE OPEN ACCOUNTS AT YOUR BRANCH. I CALLED TO TRY TO MAKE PAYMENTS AND I WAS TRANSFERRED TO A WOMAN NAMED GABBY.. IN THE COLLECTIONS DEPARTMENT. I EXPLAINED TO HER THAT RECENTLY AT MY JOB I HAD TO TAKE A PAY CUT AND ALSO MY HOURS HAVE BEEN REDUCED BECAUSE CUSTOMERS WERE CANCELING ON WORK ORDERS AND ALSO ARE NOT PAYING FOR THE JOBS WE HAVE COMPLETED. I WILL BE MAKING SOME PAYMENTS TODAY AND I'M SORRY THAT MY PAYMENTS ARE LATE. ALSO I ASKED WHY MY DEBIT CARD WAS BEING DECLINED. I EXPLAINED TO HER I CHECKED MY ACCOUNT ON THE APP ON MY PHONE AND I DID HAVE MONEY IN THAT ACCOUNT AND I TOLD HER I TRIED TO BUY A SANDWICH FOR MY LUNCH BREAK YESTERDAY.. BUT I WAS UNABLE TO SO. I HAD NO FOOD TO EAT FOR LUNCH. GABBY THEN TOLD ME BECAUSE I WAS LATE ON MY PAYMENTS ALL MY ACCOUNTS WERE FROZEN.. I TOLD HER I USED THIS DEBIT ACCOUNT FOR EVERYTHING.. MY GAS FOR MY CAR AND TO PAY OTHER BILLS.. SHE TOLD ME UNTIL EVERYTHING IS CURRENT I WILL NOT HAVE ACCESS TO ANY OF MY MONEY IN MY CHECKING DEBIT CARD ACCOUNT.. AT THIS POINT SHE BECAME VERY RUDE WITH ME WITH NO UNDERSTANDING AND JUST DIDN'T GIVE ME ANY BREATHING ROOM.. THIS IS THE FIRST TIME IN 2 YEARS I'VE EVER BEEN LATE . SO NOW I'VE DECIDED TO SAY GOODBYE TO GABBY..AND TO THE CREDIT UNION AND TAKE MY BUSINESS SOMEPLACE ELSE.. I DID NOT MAKE ANY PAYMENTS BECAUSE IT'S ALL THE MONEY I HAD AND NOW MY ACCOUNTS WERE FROZEN SO I HAD TO USE THIS MONEY FOR FOOD AND GAS FOR MY CAR TO GET TO WORK.
WARNING.. TO ALL CUSTOMERS..
..

Space City Presa Canarios

This is probably the worst bank Ive ever been associated with. Customer service is HORRIBLE, when they do answer they always have an attitude. I can never transfer my funds from this bank into another account. I have to physically go to a shared branch which only allows $750 withdrawals a day. I applied to refinance my vehicle twice, they said I was approved and someone would reach out but they never do. I called back to request assistance for over a month will no answer. When I finally got someone they told me I had to reapply because the quote was only good for 30 days. Do your self a favor and go with another FCU.

Patrice Petersen

Please do NOT! This credit union is the worst! They still do things like it's the 90s. Actually, you can't even reach anyone anymore! They now don't have a phone #. In 2023! Trying to get an auto loan was a nightmare and the SENIOR Loan Processor Briana has a snobby demeanor. I had so many ?s and I always felt like I was bothering her to ask so I didn't. She always rushed me off the phone. I'd rather not give them my business and didn't.