Kemba Credit Union Merchants St, Florence

This is the worst financial institution I have ever delt with. I was the seller of a property. The closing was over 20 days late because they completely neglected to do any of their paperwork, walkthroughs, or inspections. If it wasn't for our realtor, nothing would have gotten done. The staff at Kemba is at best incompetent. They scheduled closing for 11:00. Paperwork did not arrive till 1:00 and was incorrect. New paperwork was received at 2:00 and was incorrect. Finally got to sit down to close at 3:00. Kemba did not have funds available at the closing and assured us that the funds would be wired first thing in the morning. It is now the close of business the day the funds were promised, no funds, no transfer. Realtor and closing attorney still on hold with one of their representatives. All I can say is"DO NOT USE THIS BANK", unless you enjoy waiting and having your time wasted and not knowing where your money is.

Horrible customer service! Have spent many hours on the phone just trying to get thru just to be transferred to every department there is! I simply just need to make a credit card payment! I am a new client and have never had such issues making a payment. Went to online portal, it continues to make me verify my bank account (will not allow you to make a payment until the bank is verified, this part take's multiple days) tried to make a payment thru the automatic phone system, wont accept payment there! Called to speak to a live agent they want $10.00 just to make my payment with them!?

Trying to call ahead to see if there is a notary working today (Saturday) and can’t get through the call menu.

I have been in contact with multiple people at Kemba on Merchants street where I have my auto loan through. I am always sent around in circles trying to figure out what I need to do and I am given attitude the entire time. I have recently decided to set up ACH payments to make it easier where I do not have to deal with anyone at that location only to first be told that they don’t know what form I was given but it wasn’t the right one, given a different form to fill out and send in which i did and never got confirmation. I had to call to even see if the ACH form was submitted which it was not A MONTH LATER. I then was told the ACH payments would begin next month since it was getting to the point in this month where my payment was almost late so I went in and paid myself. Only to check my bank account a day later to see that both the payment I made, and an ACH payment was taken out. My voided check copy I sent them was lost. My payment has been applied to the wrong account before. The absolute worst customer service on the phone. And now I have had two payments taken out this month alone when I, myself have never been late on a payment and always pay more than asked each and every single month. I guess tomorrow I will see, IF I get an actual response, if I will get refunded the second payment they took from me. I do not recommend applying for a loan through Kemba Credit Union.

Matt the manager was very helpful and attentive in fishing up a process that Brenda had started. He was very efficient and effective! Great amazing service we experienced with my cousin

If you have too call there call center just FORGET IT ! Longest wait times and gosh there so rude. My husband and I applied for a credit card over a month ago never heard anything so we called and we were approved so I asked the employee why no one has called he said he wasn’t sure and was going to reach out to the guy doing our application “cliff” and he will have cliff give us a call STILL yet to hear anything . Every single time I call the wait times are SO long , durning covid employees must have been working from home because you’d hear dogs barking in the back ground tv on , kids talking . Zero lack of professionalism in that aspect, as the call back feature , 4 out of 5 times they call you back say “hello , hello can you hear me “ and disconnect so disappointing People in the branch are awesome to work with , call center no go , also if you try to apply for any loan expect a long process with people who are hard to reach

Kemba has seriously gone downhill fast,makes you wonder whats going on,if it's a safe place to bank with anymore.You can no longer check your balance cause they don't have a working automated system,not to mention can't get a live person on the phone.It would be nice if you could call a branch.Once you hold ten m8nutes,minutes, your callback info,wait a hour or two and someone calls back they are rude,act mad they have to talk to you.I really loved Kemba ,but since last year sometimes they have really gone downhill..

I have been with Kemba Credit Union for over a year. And Kristina has always been very helpful. I talked with her today and didn't have appointment and she always is very friendly and helpful and took the time to make sure everything was correct with my concerns. I'm glad they are promoting the right people. Thank you. Sherry

I have never before dealt with a bank that was so understanding, proactive, easy to deal with and customer friendly. Thank you for all you do, I will always make sure that I'm paying first the loan I'm having with you, before any other bill ;)

Very poor customer service takes over two hours on hold for anyone to answer your call.