Commonwealth Credit Union

Angelica L 

on BBB

2 years ago

My insurance paid off most of the vehicle I financed through them, and I paid for gap coverage through commonwealth. My insurance paid them on September 1, 2022. I have a letter stating that it would take 4-6 weeks after that for it to be settled with gap. It is now October 12, 2022 and it is still not settled. It has been 42 days. I called them and they have gave me the run around each time. I have to sit on hold for 20 minutes or longer for them to put me right back on hold. They informed me finally that they can’t file th... read more

justin s 

on BBB

3 years ago

I've been a mortgage-only customer for the last three years. Do NOT use their mortgage products. I'm not sure if it's their software/tools or if their processes/people lack structure or training. Either way, it shouldn't be my problem. Every year I have to call about a wildly miscalculated escrow projection statement. Last year's projection was so bad that the shortage for this year would DOUBLE my projected monthly escrow payment. Their banking platform (web/app) is just as bad. I discovered a random late charge from seven ... read more

Jay S 

on BBB

3 years ago

I've been a mortgage-only customer for the last three years. Do NOT use their mortgage products. I'm not sure if it's their software/tools or if their processes/people lack structure or training. Either way, it shouldn't be my problem. Every year I have to call about a wildly miscalculated escrow projection statement. Last year's projection was so bad that the shortage for this year would DOUBLE my projected monthly escrow payment. Their banking platform (web/app) is just as bad. I discovered a random late charge from seven ... read more

Cecil W 

on BBB

3 years ago

I am writing this as a formal complaint about Commonwealth Credit Union. I have been a member of this institution since 2017, and during that time have experienced several instances of unsatisfactory service (i.e., discrimination, rude tellers, etc.); particularly, Lexington, KY locations. However, my most recent experience is completely unacceptable. I called this institution's main number on 1/16/22 to renew a debit card expiring on 1/31/22. The representative assured the card was ordered and in route for delivery and woul... read more

Steven L 

on BBB

3 years ago

I applied for a mortgage online with Commonwealth Credit Union. I received a Mortgage pre-approval from loan officer James W*******. My wife and I found a house we liked and put in an offer that was accepted. The purchase and sales agreement required us to lock in financing within 5 days of the date of the contract. I provided the Purchase and Sales agreement to Mr. W*******, who then requested more financial documentation to process the loan. I provided the requested documentation and reached out to Mr. W******* again for s... read more

Diane C 

on BBB

4 years ago

Absolute worst customer service ever. Paid off a $44,000 car loan last week (7 years early). Was going to transfer all my financial accounts to them, but after 3 trips & terrible service, I'll stay where I am. AVOID AVOID AVOID 

Kathy D 

on BBB

4 years ago

Thee worst customer service , EVER !!!!! Thought I paid my car off for over 4 weeks. Started to worry , never got confirmation in the mail. So I decided to walk in Commonwealth Bank. They were still holding my check for over a month. Over $30,000 worth !!!!!! Given no reason why they were doing this. You think that was just sitting back there in the vault ??? Hell no, they were making money on my money instead of paying my loan off. No apology, nothing. Who holds money that long ???? Not trustworthy ......I suggest find anot... read more

KEVIN F 

on BBB

4 years ago

This bank provides face to face services, but not to people who are not able to wear a mask due to their disability. On 7/1/2020 I was denied services by Forest at the Meijer Way (Lexington) branch on the basis of my disability. 

Luann B 

on BBB

6 years ago

Jennifer G.helped me over the phone with a balance transfer offer. She went the extra mile to help me and keep me informed of process status. Very pleased with her great customer service. First time customer, Luann