One Source Federal Credit Union

★★★☆☆

I currently have an auto loan with One Source Credit Union, and unfortunately, my experience has been very disappointing. The customer service has been poor, and I have encountered rude and unprofessional behavior from staff members when seeking assistance with my account. One of my biggest concerns is the payment process. I am not given a convenient option to make my loan payments online, which forces me to call in to make a payment. Every time I call, I am charged a $5 payment fee. These fees add up over time and create an unnecessary financial burden, especially during months when money is tight. I do not believe customers should be charged extra simply because they do not have access to an online payment option. As a customer, I expect fair treatment, professionalism, and convenient banking services. Unfortunately, my experience has fallen short of those expectations. In comparison, I have had an excellent experience with FirstLight Federal Credit Union, where the staff has always been respectful, professional, and willing to help. I believe One Source Credit Union would benefit from additional training in customer service, communication, and member relations. I also encourage management to review their payment options and fee policies to better serve their members. Based on my personal experience, I would not recommend One Source Credit Union to others.

★★★☆☆

Today, June 1, 2026, I went to the Gazelle location and I'm happy to say that I was treated with courtesy and respect. This was a 5-star visit. Sandra was the teller contact. She handled my transaction with professionalism and answered my questions about the procedure for a transaction I plan to initiate in the future. During this visit Carmen, who was a teller at another location, passed through the lobby and I engaged with her about her current duties at this location. While speaking with Carmen, Mark came through the lobby and spoke to me by name. I commented I was surprised that he remembered my name, and he said he tries to remember the names of the people he helps. I told him they need name tags because I don't always remember the names of the people who treat me well, but I certainly remember the names of those who don't. This last comment was made because the manager, Joann, had come in and was sitting at her desk looking directly at us. I certainly hope she was able to hear the conversation because she could learn something about customer service from either of these persons. If this had happened in April with either one of them instead of Joann, I would never have left a 1-star review. Thank you, Sandra, Carmen and Mark. My faith in this location is renewed. April 6, 2026 comments--I really wish I had posted reviews of the excellent service I have received in more than 50 years of being a member. I have always been treated respect & professionalism. Instead, today's unprofessional, disrespectful and lack of customer service skills encounter with Manager Joann at the Gazelle location has prompted me to write this review. I patiently waited while 3 tellers were helping other members. One teller finished with her member & with no greeting or acknowledgement of me, she went to the computer at the drive thru teller window. I quickly realized she wasn't helping a drive thru member but was staring out the window, sipping from her water bottle & occasionally looking at the computer screen. Finally, she turned, looked at me & started across the room shouting out are you a member or share branch. I approached the counter, saying member. Again, she asked member or share branch. Now, she was at the counter, so I asked why she was shouting from across the room. She said they ask all members that question. I told her they usually address the member at the counter, not shouting across the room. I gave my account number & ID. She went back to the computer at the drive thru window, apparently to access my account. Then she came back & asked how she could help. I said I wanted to make a deposit & gave her a check. She took it back to the computer at the drive thru window & came back with the deposit receipt. She asked if there was anything else, so I addressed her conduct toward me. At this point, she said she apologized but that they ask everyone that question. I told her it wasn't the question it was how she did it. I asked for her name. She said Joann. I asked for the manager. She said she's the manager. I asked for the name of the person over her & she said they weren't there. I told her that wasn't my question, I wanted the name of the person, which she gave me. If she can't exhibit good customer service skills in front of members & other employees, she shouldn't be managing anyone. In my opinion, she should be reprimanded & demoted. Additionally, I understand the reviewer who said he considered taking his funds out.

★★★☆☆

Very disappointed. Went in to do my banking. Called to a teller who was offended when I said Merry Christmas to her. She said that it's not Christmas yet!!! Then I introduced myself and asked for her name and she glared at me. I told her my name was Joey. Once again I get a dirty look. Then, because I just retired after 47 years of teaching and coaching, I asked her where she went to high school. This time she glared at me so I politely asked her why the dirty look. Then she snapped at me and asked why would I ask her such a question. Very very bad vibes from a dark spirited young lady. When finished with her I was seen by a pleasant woman who helped me with a CD. Then she sent me to a different teller from the first, thank goodness. Her name was PAT and she saved the day!!! She was AMAZING!!! Kind, polite, fun, and a sweet heart. She made things much much better. Extremely helpful and thorough. If not for her I would have withdrawn ALL of my money and never returned. I know that branch can do much much better. When I asked the first teller if she'd gotten her Christmas shopping done she said, sarcastically, that she can't shop with no money. How sad to have such an attitude. I usually use the Westside branch and have NEVER had a problem. I hope the manager can use this as a coaching moment for his employees. I mean no one any ill will. Soooo Merry Christmas to all...even Miss Grumpy!!!