UW Credit Union University Ave, Madison

Have been on the phone for 43 minutes so far and the "customer service" representative is telling me he has the phone number I need but is not allowed to give it to me. No it is not the head of the company! I need a branch phone number. You would think they cared more for their scripted "customer service" games than their actual customers. Oh wait a minute -- actually 43 minutes-- they will give me the number. So this is a typical UWCU interaction. BE WARNED!

I always get courteous, professional service, regardless of whether it’s in person or over the phone.

I was on hold for 15 minutes. When the lady finally came on I started to tell her about question on my checking account. Was promptly DISCONNECTED. Called the toll free number. Automated voice said wait time was 15 minutes. Hung up and called the 232 5000 # voice mail said wait time was now 20 minutes!!! I have been a loyal customer since 1987. Please don't make me decide to change banks!.

Great branch location in a great organization. Credit union account holder experience is much better than bank experience. Fees are lower, service is better. UW Credit Union is among the best credit unions. I recommend them unequivocally. Staff at this branch are always friendly / helpful. Waiting time is short. Highly recommended.

Very open design and a welcoming location, with front-desk staff to answer any questions and direct you to the appropriate people. Tellers are friendly and quick. Would be nice if the investment services department would organize their meetings, though. I was told a given date, but when I got there they told me they expected it the day before. Nobody told me.

Nate was the first friendly face to greet me and he kindly and patiently helped to address each of my needs.

I would recommend UWCU to students with simple financial situation who have access to campus branch locations for in person assistance and ATM. Their over the phone customer service is honestly the worst. After spending hours on the phone with multiple representatives, being hung up on for not being able to answer their quiz questions. You'll just have to go to a local branch in person anyway. Their hours are not great either for a busy working person. If you have lots of auto pays, utilities and expenses save yourself time and go to either a state bank with a good reputation like Monona Bank or an institution like Schwab that can still serve you as your accounts and needs grow. Moving your accounts and changing your pay settings on different websites is painful so do your research up front and make the right decision for you from the beginning. My financial situation is more complex than when I first started banking at UWCU back in college. I kept my accounts with them anyway mostly for the joint checking account I have with my partner to pay for shared expenses. Recently we experienced account mix ups that have been causing ACH returns to the wrong account while I have enough balance in the right account. I couldn't fix it because it was set up correctly, a set up that has been working for years just stopped working. I had to wait so long for someone who doesn't know anything other than scripted. They kept referring me to my other bank to resolve the issue and the other bank couldn't do anything because it was UWCU system. Finally, I closed my joint account that had all my utility bills drawing from the account. While I was looking more closely to my personal account transactions I realized sometimes my utilities auto payments have been going out of my personal savings and checking even though I can see that I had entered my joint account number. I really hope that I'm the only customer with this issue because it took hours to go back and clean up this mess.

I have been waiting forever for my tax returns, and I changed jobs too. While I make more money now, there was a lapse between paychecks, and I needed a little help to get by for the next month or two (and to pay off a few pressing debts). I do all of my banking here at the UW credit union (although I may be changing that ASAP now). I applied for a small personal loan of $2,000 ( I make roughly $27K a year and I have very few bills). I had JUST paid off a $15,000 car loan with UW a few months ago, yet they refuse to help me with a small loan for $2,000. I guess I will take my business elsewhere from now on. Maybe they won't treat me like an untrustworthy child somewhere else.

Attempts to force arbitration now. I’ve seen the terrible generic corporate response UWCU is giving, it’s a lie and arbitration never benefits consumers. As a customer for nearly a decade, I’m extremely disappointed in this very anti-consumer choice by UWCU.

I worked with Matt on a HELOC. He was very knowledgeable, professional, helpful, always answered all of my questions, and was extremely responsive to e-mails and my phone calls. He made the entire process seamless and very efficient from start to finish - not to mention timely! We were able to close quickly. I highly recommend him.