Nusenda Credit Union Pan American Fwy, Albuquerque

I would not recommend this bank for any military members with the possibility of being deployed overseas. I’ve been trying for days to get a simple letter for customs clearance of a vehicle financed with them and I was told “sorry we don’t have a template for that”. I sent a template and that was no good because I made it. Then I get asked to have US customs in Germany to send a letter to them requesting what they need!! The customs office could only send an email from their official government email to mine so it could be forwarded but that still wasn’t good enough. Then I’m told to have US customs to send an international fax with the same information from the email. This is absurd and US customs in Germany will not send an international fax for a bank to comply with something that so many other banks and credit unions send without any issue. I can not believe they would not even try to help, especially since I have over $140k in assets with them.

Added $3720 onto my auto loan with no notice to me. They said I didn't have insurance and this was the fee. Upon proving I did have insurance since day one, they said it would take until the next billing cycle to fix. So my regular car payment no longer covered what was due and my account showed past due. They do not care how this affects my credit. This could have been solved with a phone call or an email, but they said it is not their policy to reach out to members who do not have insurance.

Alejandro Trujillo was awesome! He helped me in such a stressful situation. His attitude was also so uplifting too, definitely made my day!

This is the worst branch in the whole city. They are always closed and they never tell you when that will be. Every bank in the city is open except for this one. They are so lame!

My family is being stalked by a Nusenda Employee. She has access to our accounts and is complete enmeshed in my familys business and is spreading destructive opinions. It has resulted in my wife losing her sanity my daughter being kicked out of our house. I’ve been paying thousands of dollars to undo the damage. This is psychological violence! It need to end and it needs to be documented!

The call center is absolutely unhelpful! Waited for 30 minutes on hold all while having a family emergency in ICU at a hospital 5 hours away from Albuquerque. I spoke with the supervisor and while on the phone she informed me it was best to step into a branch. Again, I'm out of state. Needless to say nothing was accomplished and I will have to start from square one again tomorrow. Waste of time. Extremely disappointed with the member service I was provided.

Excellent customer service from Alejandro! Thank you for your assistance and follow up after the initial in person transaction!

This CU used to be all about customer service, but now they are so afraid of COVID that they won't even answer their phones. So disappointed.