Poor service since merging
Been a member of Oakland County Credit Union since 1970's. OCCU was wonderful, a true professional and family institution. They cared, worked with their members on everything.
Ever since OCCU merged with Vibe, the service has spiraled into a mess. There's only one phone number now to contact the various locations and good luck waiting for someone to answer. Wait time is long, up to 58 minutes.
Although the customer service people are polite and can do a one-time transfer in case of problems, no one seems able to determine my current problem with logging in.
First issue was a couple years ago when no one was aware the new software would not recognize a 0 at the beginning of a login identity. That took months to resolve. Seriously? No one vets this software?
Recently, Vibe no longer recognizes my landline phone number. It just stopped this July. Does Vibe's software no longer recognize landlines? The landline is my number for business as it's reliable compared to cellular service.
Believe it or not, there's a lot of us professionals who retain a landline. Online banking is a time/gas saver, but logging in lately is impossible. I am forced to drive to a location or wait on the phone for someone to assist.
There have been several promises to expedite a solution and no one has ever called when promised. Not one return phone call. I'm beginning to suspect there is no management, just lip service.
A customer service representative reinstalled my cell number, which I am now forced to use to login on my computer. What a hassle.
It's a mystery why the landline number is no longer accepted.
To be fair, there are still a few (very few) employees remaining at the Dixie and Waterford Main Branch who are very helpful. However, I am looking into taking my and my parent's accounts to another credit union. Everything has changed for the worse. I cannot recommend Vibe Credit Union.
