SECU Credit Union Baltimore National Pike, Ellicott City

Our journey with SECU started in Nov. 2021. If we had begun with this particular branch with Kristie and her manager, it probably would have been completed in November. However, we started online and on the phone. Getting connected with anyone through the phone on the main line is always a hit or miss prospective. We were passed around to no less then 6 different reps who all made mistakes and we had to start the whole process of acquiring a HELOC 4 separate times. Each time someone submitted incorrect or incomplete information and the application was denied. We would call, never speak to the same person of course, but after holding for a real person to speak with you for over 20 mins each time I couldn't be choosy. Without going through the whole ordeal in detail, we were finally connected with the supervisor who restarted the process. At this time I contacted Kristie at the Ellicott City branch office. She and her manager were actually the icing on the cake. Literally, they went over ALL the documents with a fine tooth comb and made sure that they were submitted correctly and completely, which was flubbed by another branch, smoothed everything over. What took almost 3 months, they succeeded in 1 week. We went into the Ellicott City branch to close on the loan and Kristie, again very meticulously went over every sheet of the doc to make sure there would be absolutely no reason for the loan to be rescinded, especially due to thoughtless and sloppy procedures. She rechecked and asked her manager to recheck all the docs so that not one signature or initial was missing. Thank you, both for showing us how it should have been done in the first place.

I have been a SECU customer for over 30 years and was so happy when a branch was opened in Ellicott City. Every interaction with staff here has been exceptional. Our recent banking needs have been with Ashlie. Ashlie is AMAZING. Her customer service is top notch and she is so personable. SECU hit the jackpot with having Ashlie on staff. Clone her!

I was excited when I found out that this location was opening in Ellicott City because I had been thinking about opening an account with SECU, it is close to my home and work and I had heard mostly positive things about the company. I did not have a positive experience here. I did some research online but I wanted to go in to the store and sit down and meet with someone as I have at other banks in the past. So I walked in and no one was at the welcome/front desk. I saw two employees in their offices, one of them was with someone and I could not see if the other was as well. Either way, both of them saw me, no one greeted me, not even a "Hi, we will be with you in a few minutes." I stood there for at least 5 minutes just waiting. And then finally, one of the employees came out of his office and said "Hi, do you need anything?" I explained to him that I was looking to sit down with someone and chat to get some more information on SECU because I was interested in their services. He said "Are you a member?" I said no and that I would like some information becoming a member. He says, "Ummm, well all of the information is online but I will give you some brochures." I took the brochures and said thank you. And he goes, "anything else?" I said no I am good, and left the store. I was taken aback by the lack of customer service and felt like I was being discriminated against and not being taken seriously because I am relatively young looking and I had my son with me (who was asleep and needed no special attention). I felt like I was being rushed out the door and that my business was not wanted there. NOT A GOOD FIRST IMPRESSION. Needless to say, I will not be banking with SECU ever.

Beautiful new building and left having a better day after closing a loan with Alyssa!

Every branch I've been to has been consistently 100% in EVERY area!

I recently finished an equity loan through SECU. Thank you so much Cristy for the quick process and detailed help. I've gotten help from many different people on past loans , but Cristy by far is the best. Cristy was amazingly helpful👍Thank you for everything. If anyone needs to use SECU Bank, go to Cristy for help!

Thank you Kristie for guiding me in the right direction to help ny son establish credit.. very informative and excellent customer service.!!!! Thank you

Tried calling one of the brns, waited on hold 25 mins - thennnnn, REP would not transfer me to a live person at the Ellicott city brn. Appointment ONLY - NOT every person wants to live by appnt only ..

I would NOT recommend to anyone. They take long time to process paperwork & have you call multi people with no answers.