1 /5 Lisa W: I have been a member for 20+ years and have gotten/paid off an auto loan with them. Recently I discovered I was charged a “maintenance fee” on my account, which has never happened in the entire history of having my account. When I contacted customer service (Jade), she said it was cause I have “basic checking” instead of “premier checking” (makes no sense because it sounds like premier should have the fee). Regardless, I switched and was told to docusign the change. I received maybe 10-15 requests to sign, all of which said to enter an “access code”. When I pushed the button to notify the sender that I didn’t have this code, her response was to continue sending me the request to sign. I finally had to reach out to request it and she told me to use the last four digits of SSN, as if I should have known this without her telling me. Hidden fees, and poor customer service are two reasons I will be closing my account.
