MAC Federal Credit Union 10th Ave, Fairbanks

MAC helped me get started on my financial journey, but after being with them for awhile it is sincerely disappointing to see a lack of growth in important areas. It has been YEARS (literally) since their online statement service has been accessible. Their Bill-Pay system is archaic, and also rarely works online. The app service is very limited, and there is no 24/7 customer service. Rates are fantastic, but for a credit union that has been in the community for literally decades I would hope to see them be more competitive in any other way beyond their CD rates. Their lower level employees are crazy nice and honestly seem to feel bad about the inconvenience of their services, but it’s clear there is a serious problem in their management.

I have been with MAC for a while in terms of loans and I’ve never had a complaint. However, I did have the best experience with Ausha Phillips recently. She did an outstanding job troubleshooting the new system MAC has and made sure we were completely taken care of. She even stayed with us far past closing hours just to make sure we were taken care of. 7/5 Stars for Ausha!!

I am very impressed with MACFCU. They helped me when no other bank would. I am very appreciative of Katie and Ausha. They are very helpful when I come into the bank. They helped me with my loans and gave me great rates. They both go above and beyond to make sure that I am happy when I leave the bank. I wouldn't bank with no other bank. Thank you too Katie and Ausha.

I loved MAC, it was the best bank I had ever worked with. I have had 3 trucks ($50-85k each), multiple motorcycles ($7-20k), trailers, equipment, credit cards, rv's, and even a HELOC through them, all paid in full. It used to be so easy to work with them. Not sure what has happened, perhaps they decided they no longer want to prioritize their existing members, or perhaps it was outsourcing parts of their loan processes, what ever the case is, they no longer seem to care. Their counter staff are still wonderful, but their loan side has become so horribly unprofessional, unorganized, and removed that I will be going elsewhere for future loans. They take forever to get in touch, the loan officers don't seem to be bothered to make anything happen. It took over three weeks to get a payoff in, and another two to get a new loan setup. A good 16 hours of my time wasted. I've gotten repeat requests for proof of insurance, despite a full copy being provided both in person and via email the day of signing, as well as sent via the portal with their out of state third party processor. I'll call to verify they have it all, then get additional calls, emails, and letters threatening to impose overpriced insurance if the documents they had already confirmed having, were not resent. Big let down. The ball hasn't just been dropped, it's been allowed to roll right down the drain. Low rates are not enough to put up with such poor service. Go elsewhere and avoid this nightmare of a trainwreck.

Horrible horrible customer service!!!!! Especially from a supervisor by the name of Kaloni. No help whatsoever. Lost my debit card and was told i will have to wait for three weeks for a new one. Not a shred of an attempt was made to see if something else could be done as i continually expressed the nuisance and inconvenience. No accommodations attempted for a member of close to twenty years. Is this what customer service has come to? My money in their bank but no effort to help a member of many years.

Horrible they will charge your account even when there isn’t money inside your account and will have long lasting pending charges for what.

I just switched my personal and business Banking needs over to MAC this week. The entire staff was very helpful. I dealt with Katie Howell personally and she went above and beyond my expectations. She answered all my questions, got everything set up, and never tried to push any other services or loans on me. She explained everything very clearly, had all the answers I needed about fees, interest rates etc. I look forward to being with them for many years.

I have been a member with MAC since 1998. I have never had any issues with there services. Today, the Cushman branch provided poor customer service, to the point I considered leaving them altogether. I decided to stop by and ask for additional assistance and Mrs. Kita not only helped me but made sure I was granted the customer service I deserve as a MAC customer.

I went to MAC FCU to obtain a new motorcycle loan in 2016 from the Harley Davidson dealer here in Fairbanks Ak. I did have to open an account with them to get the loan, so I put the minimum amount in to open an account. ($10 or $25 I can’t remember) I also put in another $90 or so at some point, so I roughly had $100 in the savings account for no other reason than Geico sending me a $90 check during the whole Covid thing for no reason really. I didn’t want to go back to the insanity of bank drive through lines, so I deposited it by taking a picture with my phone and sending it through the app. It worked flawlessly. Awesome 5/5 In the midst of the pandemic (May or June 2020) I paid the Harley off in full, and early by a year through the drive up window, due to the lobby being shut down. I was able to receive the title in hand about 45 minutes later ( I waited in the parking lot). Admittedly a bit long, but it was during spring COVID 2020, the drive through lines were long, and more than likely they weren’t expecting it, so I can’t complain. That was the last time I used their services. Awesome 5/5 The reason I dropped a star is because I just checked the app on my phone. My balance of $100 or so is gone due to inactivity. I have been charged with inactivity fees for the past year. $ 10 a month. I suppose I should have realized I was getting charged for inactivity fees, or checked the app. It’s not my main bank, I didn’t need the money, I figured it would sit there and collect the penny a month until I wanted to utilize MAC FCU more. I have been working full time, and going through a degree program at UAA full time for the past two years. I just graduated and wanted to deposit some cash into my savings account because I wanted to get a newer car loan through MAC FCU in the next year or so, that’s when I noticed this morning my $100 was hemorrhaged from the account. A letter, email, or phone call would have been nice. Not so awesome 4/5

A $10 fee for a replacement debit card is unacceptable. Taking my business elsewhere as this is a sign of a much bigger issue. I had two cards recently fail due to poor plastic quality, and was refused a free replacement, even at the cost of losing my business. I have sold card processing along with card fulfillment of EMV, dual contact, even titanium cards for many years for the largest debit processor in the US. If you are losing money on single contact EMV instant issuance at $5 then you have a MAJOR internal problem and need urgent consulting as well as a fulfillment expert on staff ASAP. PS you should waive any fulfillment charges if there are issues with plastic quality regardless of the replacement frequency rules you have decided on.

MAC credit union is outstanding!! This was my first time getting a loan for a vehicle and was approved for way more than I expected or even needed. I first bought one vehicle which was my daily driver. Soon after I spotted one of my dream cars and had to have it, and MAC made that possible. However that’s not what prompted me to leave this review. It is the amazing customer care and service which is why I’m writing this review. 3 years later after moving far from Alaska I decided to sell one of my vehicles (and in a very short window right before a deployment) MAC helped in every possible way to make this happen given the time constraints. And a major shout out to Ikram Ibrahim who I’ve been fortunate to talk to on multiple occasions and has helped me with every last question . Even though I’m no longer in Alaska I will be sticking with MAC for any future endeavors!

Majunny helped me and was such a pleasure to work with. She was kind, intelligent, and helpful with all my questions. She was great!

Worst Bank I've ever delt with. Refused to cash an out of state TAX REFUND, wrote on that refund check then said sorry nothing we can do. I waited 5 months for that check and had to wait another month and a half for a new one. My husband has automatic payemts for his auto loan and every 2 weeks we have to call and pay and listen to their RUDE employees say no automatic payments were ever set up. But if you check the papers we signed yes infact we did. And the problem NEVER gets fixed. If you file a complaint it also goes NOWHERE. They take your money and charge you for late fees when there shouldnt be. I would NEVER in my life recommend this bank to absolutely anyone.

I felt a little embarrassed because I didnt have all the paper work I needed in hand but Katie was extremely helpful and welcoming. She was very understanding and helped me with my situation opening an account, getting a car financed and even helped getting information on insurance. She definitely made the process easier. The receptionist at the time was also helpful and she didn't hesitate on helping me retrieve some paper work from the dealer. I greatly appreciate the professionalism and I will be going back when I need anything else!

This evening my wife and I closed an RV loan at MAC Federal Credit Union with the help of Manoli. She was very professional, extremely knowledgeable, pleasant and overall just easy to work with. The entire process went smoothly and she was a very nice young lady. We want to thank her for her help in closing our loan and wish her success in the future.

this is a great bank, BUT they fell out of complete favor with me after they closed my account of 13 years without warning. my checking was overdrawn by $12 for about 20 days! a letter or phone call would have been much appreciated if it were that serious. I bought my 1st car through MAC and had numerous personal loans. guess my history meant nothing.