OneAZ Credit Union
Reviews and Complaints

Easiest way to transfer balances from high interest credit cards.At ONEAZCU, I had the best experience getting a "debt consolidation loan" so I could transfer a high balance credit card to a lower interest rate card. The whole process took 10 minutes and the loan funded immediately. I did it all online, I don't have to go to the credit union to pick up a check, etc. *** was the Virtual Banker that worked with me. She is fast and very friendly. I only had to provide 2 documents for her to make the decision to open my loan. I'm thrilled I'll be able to save by having a lower interest rate, and I suggest you contact her today, to do the same thing! Get your high balance card paid off -sooner and with a lower interest rate. Thank you *** I really appreciate your professionalism and helpfulness.

I've been a loyal One Bank member for many years, previously as a scholar and state worker. I have appreciated their professional and friendly service. Most recently, I had a rare balance issue related to COVID. I called last Friday and received advice on how to address the issue. Following the guidance, I made an immediate deposit today through the drive-thru teller at the local branch. I explained the situation as instructed. Later, I called the customer services for a follow-up. The One Bank representative was professional and knowledgeable, referencing my call from last week, and after discussing with a supervisor, informed me that my overdraft fees were waived. This excellent service is why I will continue to endorse One Bank as a top-notch banking and credit union.

I had an appointment on Oct 3rd to ensure my out-of-state charges wouldn't be denied again and to discuss removing a name from my account. The representative said removal required the person's presence. I explained past misunderstandings due to a third-party reference on my account. The representative promised to follow up, but as of Oct 19th, I've had no response. I'm very disappointed and wouldn't recommend this credit union.

I had a somewhat unique situation of needing to deposit a check that I had received as a refund. The check was made out to my father who passed away last year. This wouldnt be as big of a challenge if I was able to go to a local branch, but I recently moved out of state where there are no local branches for me to go to. I called the member services number and spoke with ***. *** was a great help and went above and beyond to try to help me with my situation and through her efforts and conversations with her supervisor, she was able to help me get my situation resolved. *** was very insistent on getting me the help I needed and was very friendly and professional throughout the entire call. I am very grateful for her help to get this done because otherwise I may have had to go jump through a lot of other hoops to try to get it accomplished. Thank you to *** and your team.

I applied for a vehicle loan and selected the option to ONLY open an account if I was approved for the loan. After going back and forth with the lender that was "helping" me, she insisted that I pay the $25 fee to open an account because the account would need to be opened to approve the loan, so I agreed. After my loan was not approved, I reached out to the loan officer asking for my money to be refunded. She agreed to refund my $25 and close the account as I did not want another open account if my loan wasn't going to be through them. To this date, it has still not been closed and there is now only $5 in my account because it is charging me $5 a month for having an account with no money being deposited. Horrible follow-up and misleading directions from loan officer. Now I am going to have to take time off of work to go in to a bank to figure out how to get my money back 4 months later.

The customer service representative was incredible to work with! I was locked out from my ONEAZCU account due to too many attempts. Feeling a bit frustrated, I called their help line and immediately felt relieved to be in contact with a knowledgeable staff member. The representative patiently walked me through my issue and restored my account access. Moreover, she advised me on setting up individual logins for my staff, ensuring that future login errors by an employee wouldn't affect my own access. This allows them to address their login problems independently. I would highly recommend this individual as a competent and cheerful worker. Her positive attitude confirmed that I am dealing with an excellent banking/credit union. Thank you for turning my frustration into a great experience!

I have been been with OneAZ for a few years now. We even took out a home equity loan. When payoff came about as we are refinancing our home, there was a late fee. This happened when I opened the loan about 4 years ago. I never received a notice or phone call that the first payment was due. Finally I received something about a late fee. I called and their representative inferred it was for 1 or 2 months. We talked and I was told it would be taken care of. Now I find out it was for 5 months! During the 5 months I did not receive a single phone call or letter about it, not 1! And I was told this was taken care of. Since that time not a single late payment, ever! The fee is $41.00, but it is not the money, it is the principal. They were charging a late fee every month and not even a curtesy call, nothing. They wanted to keep charging late fees so they could get more money. Forget the customer, bring us the money! I will be pulling all my money from there.

This review is based on the customer service I received from Linda A and Allison J. I've been with OneAZ when it was AZ State FCU. They've made some changes such as charging $5 from LOC and a few other "banking" choices which I try to avoid. Recently, I've had a couple issues with the Monroe branch which I had to contact the Call Center for assistance - several calls for two different issues. However, this is a 5 STAR REVIEW for the two ladies who went above and beyond to assist me over those barriers. Both ladies were polite, professional and without asking offered to go above and beyond to assist me in getting the tasks accomplished. I hope OneAZ will recognize the exceptional customer service those employees provided in assisting me to get the finances available and wired to complete the deposit for my new home in FL. If it weren't for them I very well could have lost it to the next buyer on the list. Thank you Linda and Allison. You were true blessings!

This review of OneAZ highlights the excellent customer service and professionalism provided. It was a pleasure to have a conversation for an hour and receive outstanding assistance with transaction controls on my OneAZ credit card, especially during online technical difficulties, even past 6:00 p.m. The personal care from OneAZ staff is commendable, and I hope it serves as an example for others in the credit union. I suggest that the staff member who assisted me should train others in customer service. As a long-time customer, I find such personal care very satisfying and gratifying. Thank you again to the OneAZ team.

I called the customer service number to ask about wire transfers. I was told that i could set up a zoom appointment if i had a computer. I set up the appointment. Received the appointment in an email. Accepted the 10 a.m. appointment. The calendar invite popped up at 9 a.m. i kept trying to join the meeting and decided to wait until 10 to try again. The meeting worked without problems. However, i was asked if i had the ability to print and scan a document. I was not told i needed that ability when i made the appointment. I was told i could just walk into the Gurley St. branch to complete the transaction. When got there, i was told that noone could do it and i had to drive another 10 miles to another branch to complete the transaction. Had i been told about the need for a printer/scanner, i could have made an appointment for my transaction and not wasted time and gas. I live in a rural area and it is already difficult to get to a branch to do business, so all my banking is usually done online.

I had an need to review charges to my debit card account, but for some reason was unable to log into my account at the credit union - so I called their listed number and after pressing the right buttons, I was connected with M. Because of a hearing issue, I need to use a closed captioning phone - where the person I am talking with has her side of the conversation displayed on a large screen. I explained to M what my problem was in logging into my account and my desire to cancel my Debit card. She asked the right question and provided me with accurate solutions to my questions. During the conversations, she provided me with all the professional help I needed to resolve my issues and she answered all of my questions politely with an easy to understand voice which is critical for hard of hearing people.I was actually quite amazed at her problem solving skills, that she obviously is well trained and experienced and I well satisfied at the time I spent with M on the phone. My only regret is that I was unable to give her a 10+.

I recently got a mortgage through OneAZ Credit Union and the whole experience has been a disaster. From start to finish and even now it's messed up. Every document had to be submitted a minimum of three times. Every time I submitted a form they said it was fine, then when asked what the hold up was, I was told the same form had to be submitted because they didn't have it. The loan officer would not return email, phone call or text message and would go MIA for days. My closing date was changed at least three times because they didn't have their paperwork ready. My down payment amount changed three times on my way to the bank to wire my down payment. After the fact, the money given to them in my closing costs was paid late to the homeowners insurance. I signed up for auto payment with them and now they won't make the payment until the 5th of the month when the payment is due the 1st and though it doesn't say it on the form I signed, I am told I requested the 5th. They are sending paperwork to the house I sold instead of the house I bought. I don't recommend doing business with this organization.

I reopened a checking and money market account about 10 days ago at a local branch. I had an account years ago in Glendale and liked the credit union. Since part of the year is spent elsewhere, I wanted a local bank account. After selling a house, I deposited $150,000. The representative was disinterested and rude. She said I'd have no checks for 2 weeks but waived a $5 cashier's check fee until then. When I mentioned not all banks charge this, she was patronizing. I felt unwelcome but stayed after a credit check and 45 minutes invested.

I reached out to my credit union, OneAz, today in frustration of not understanding the distinction between a "transfer of funds" and "*** pay" regarding a car loan with another credit union, *** patiently listened to my distress long enough that she was able to clearly pinpoint what wasn't working on my end, that got me "locked out" of initiating a transfer transaction and switching me to a "*** pay" transaction allowing me to successfully make my first car payment on time, without using my debit card, which would entail an additonal $10 fee from *** I am so grateful for her listening skills enabling her to ferret out the issues while fielding my frustration. New to this process, I didn't know the correct terminology, and I had chosen the wrong option on the website. Honoring my financial obligations in a timely manner is extremely important to me, especially since this is my very first payment on this account. Thank you, and blessings, *** OneAZ is graced to have you as a contact person for guiding customers in their concerns and interests. Thank you!

On Monday I made a deposit at the 17th Avenue branch. The tellers at this branch are inexperienced and frequently make mistakes, or take too long to figure out how to execute transactions, so on Monday I wrote everything down so the teller would have the account numbers and names of the account. Today I noticed that the deposit I made on Monday was made into the wrong account. When I called the branch no one answered, so I drove to the branch and asked them to make the correction. During my discussion with the branch manager, she told me, "We all make mistakes." I was put off by the lack of professionalism in that comment so I replied with, "These accounts are the fruits of my work and your mistakes impact my livelihood." Nevertheless, the correction was made but it took an hour out of my busy day. Here are my complaints - 1) Why is it so difficult to get a hold of a real person who can make these corrections? 2) Why doesn't OneAz have an internal method to give feedback, positive and negative, about customer service (I originally sent this email to the media email address but got an email in return saying the email address is restricted)? 3) Why isn't there a method of contacting corporate leadership to share my concerns? You don't even share their contact information. In the last year I have seen a significant decline in the quality of customer service at this branch. The good employees seem to turnover quickly. In the last three years I have lost the three good "go to" employees that provided great professional customer service. Customer service needs to be made a priority before me, and my deposits, find an institution where customer service is a priority.

Unwillingness to file a dispute to get charges not authorized reversed.

On January 13th, I contacted OneAZ customer service both over the phone as well as via chat and instructed the agent to close my OneAZ accounts. They declined to do so.

This company is sending me offers for checks, credit cards, and insurance in the mail. All of these things are proven to lead to higher rates of fraud and identity theft. I have contacted them on 10/12 and 1/4 (and three times prior) asking to be removed from all mailing list as I do not want this type of sensitive information in my mailbox. They told me each time that I had been removed. This time she said she would need my SSN to continue when I refused to give it to her since I no longer even have an account with them she hung up on me.

ATM machine rebooted in the middle of withdrawal procedure deducting $300 from my account without dispensing cash. My credit union, Prescott Federal Credit Union, has put in a dispute but that was on the 3rd of February it is now the 24th of February and neither will go past this point to resolve this problem. Meanwhile, I'm $69 dollars OVERDRAWN and can't afford to feed myself and pay my rent. VERY POOR CUSTOMER SERVICE ON BOTH *** to say the least! It took me over half of the day just to get *** Federal Credit Union to file a dispute, each credit union pointing the finger at each other with NEITHER accepting responsibility.

I opened an account with OneAZ Credit Union, spoke with a representative who informed me I was eligible for the $500 bonus offer, as long as I had $1000 or more in direct deposits in the first 60 days of opening the account. Opened 8/30 fulfilled the qualifying deposit on October 9th. I completed that in a single direct deposit before the 60 days was up. I went into the branch and they said I fulfilled my part to receive the bonus and would receive it in my account no later than 11/09. On 11/13 I still had not received my bonus, so I called, they said they see the offer in my account and just need to wait for a response from their team no later than Monday, 11/16. No call back, called back today 11/17 and they said that despite being eligible I will not see that money until I have had the account open for 6 months. I informed her that I was told I would have a deposit of the bonus offer within 30 days of the $1000 direct deposit, she said that there was nothing they could do.

In the last 3 days I was charged with 25 NSF fees totaling $875. I called them to let them know I was transferring money if they can please reverse the charges. They told me on the phone that I needed to settle the account to 0 before they can look into it. 4 or 5 more automatic charges occurred and I incurred several more $35 Insufficient fees. I had to scramble to find $1165. Yes, my account was that negative. When I went into the branch to try and settle it they said they could only reverse 5 of the 25 NSF fees. No matter how much I pleaded to look in the account and see money was coming in to cover my costs. I asked them to freeze my account but they said they couldnt because of ACH authorizations i allowed that I would need to contact them instead. He said at least I got 5 reversed that's $175. So I paid $990 to settle my account. I dont know how im going to pay my mortgage. We are in a pandemic. I cant believe they wouldnt let me talk to anybody about my account. I was a member the last 8 or 9 years.

This Credit Union is refusing to close my accounts. I requested via the secure message center as well as chat multiple times. They told me to put it into writing and sign it so I DID. They then claim it needed to be notarized after the fact. They refuse to produce any paperwork or agreements regarding this specialized request of a notary. They want me to put my health at risk by entering a branch during a global pandemic! I do not believe their demands are legal. I opened this account online, I request to close it online. I've used this account for many months, and they never needed a notary for anything. I opened my account, have an online user id, ATM deposits, debit card, ACH transfers. They are making unreasonable requests of actions I must take in order to close my accounts. They say they do not have my signature on file so if that is a problem why do I have an active account and why can't it be closed? If the signature is so important how am I able to bank and do every single thing possible at this bank except close my account? Please just close my accounts. Why charge me fees if my signature isn't on file and my accounts are not valid? How can you legally charge me fees for an account that is not notarized? p.s. they have my photo I.D. on file so this whole situation could have easily been resolved but they wanted to milk the clock and get paid to waste my time.

I first opened an account with One Az to get my car loan. I spoke with *** first on 9/11. That day I realized there was something on my credit that I needed to dispute as I was a co-signer on someones credit card who was going bankrupt and that was affecting my credit. I asked her to hold off and she agreed. I bought the car and got my loan from someone else with a high interest rate. I decided Id refinance with One AZ. On 09/30 I sent her my VIN # & a payoff quote. In the beginning of October she called and told me there was a document I had to sign that had to be notarized so she set me up with an appointment at the branch in my city. I went there the next day and when they got to me they had no idea what I needed to get signed and whoever helped me tried to contact her in two different ways but she never answered. It ended up being a *** for the title so I signed it. I emailed her to tell her I had it signed and asked if there was anything else. Thats when she told me they would only refinance $5000 and not the full amount. I was so frustrated because this was the first time this had been told to me so I told her never mind. I then received the counter offer letter in the mail saying I had until October 26th to accept it. I scrambled to put $3000 together and I contacted her again on Oct. 20th telling her Id accept it. I was then told I needed to put in another application so I asked why if I had a letter stating I had until the 26th. During this she lied and made up a lot of things saying that she had told be about the $5000 before I went to sign the poa and that we cancelled the appt. This was not true. She made me feel crazy but I had proof in our emails that she was in-fact making up conversations we didnt have. They made me send them the letter. They honored *** sent them all the info needed. I thought everything was fine but I found out 2 months later that they didnt have the lien and that they werent honoring my insurance.