The most important reason is, they have an actual physical local branch.
I have had a savings account with the OrangeCU for some 20 odd years now. However in recent times I've noticed a marked decline in customer support, which has now reached a breaking point. The OCU website featured a message announcing "intermittent technical issues" which was apparently affecting online banking, phone banking and their app. Attempted to access my online banking account on Thurs, and was met with an "invalid details" message. Was this due to those "intermittent" technical issues? Or I had I been hacked, my password changed? Worried as I was I decided to wait a while to see if things were corrected. They weren't. Decided to ring - the phone just rang and rang and rang. Tried their "contact us" form, nada. As I'm not living in the town with the sole physical branch anymore all I could do was wait. Next morning nothing had changed, was impossible to reach anyone. No sort of update on the website on these "intermittent" technical issues they were experiencing. Later that day another family member, who also has an account and was experiencing the same thing, let me know she actually managed to reach someone by phone (after several tries, and a nearly hour long wait on one occasion), she was told they've been swamped with calls on this issue. Apparently some update to their system had had the unforseen issue of affecting verification for online/phone/app logins, and getting around it required the OCU staff to access your account while in communication with you so you could provide a OTP etc Technical issues happen, I can forgive that. What I can't forgive is the complete and utter failure to communicate with their customers on what is happening, or the solution. Just a generic "technical difficulties" notice, that is clearly inaccurate because there's nothing intermittent about it. I was actually foolish enough to think "wow, an issue affecting so many people, they must be working around the clock to fix it." - No. They closed for the weekend, no one taking calls. So come Monday I'm back to the game of trying to reach someone so this can be sorted. Going on five days unable to access my account due to an issue at the OCUs end. Its done me for trust, and so I'll be switching my savings to another institution. I simply can't imagine such an issue lasting for so long, accompanied by such an utter lack of communication with customers, from any other bank.
Has a strange way of dealing with community organisations. It appears that anyone can walk in and stake a claim on someone else's account.
Always friendly and always help with any questions that need to be answered.
IF a problem arises its only a phone call away to fixing. No hassles All staff are highly trained .Nothing is a problem to them.
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