VanCity Savings Credit Union

"Every time I've had to call Vancity VISA customer service, it's the same situation, they take forever to attend to their customers, it's inconceivable! If they can't handle the volume of people who contact them efficiently, then they shouldn't handle credit cards."

"I had to convert my RRSPs to RIFs and scheduled a telephone appointment. The representative was over an hour late and never let me know she would be late. I had to phone Vancity to track her down, she didn't apologize and said she had another client. Furthermore, when I went into a branch to apply for a bank card, this has yet to arrive. I applied on June 09 for it. It's August 10. There are no tellers, you have to stand in line waiting and waiting. The branch looks empty. I see no benefit to banking with Vancity anymore."

"UPDATE: Thank you to Sophia assistant manager at the South slopes branch in Burnaby for helping me get through this. She went above and beyond to help me here. Even going out of her way to put my bank draft into my RBC account at a physical branch on her own time. The bone I had to pick was really with the security department for locking all my funds but she went through a lot of red tape for me. 'm so so angry. I had some fraud occur on my account. Security is looking into it, and they have frozen my account. I retired to Elliot lake now.I cant get to a Vancouver branch. I opened a RBC account here in Elliot lake as their csr suggested and now I'm told I cant access my account until the security investigation is over...and that takes at least 3 weeks??I cant buy my dogs food or Gas or Groceries now. I cant even transfer my own money! I am so disappointed in Vancity...your holding my funds hostage."

"the bank had my incorrect name on file the past 15 years. then I had to go into the bank at random to fix it. after that was told I needed to re do some papers the old ones are invalid. my funds got misplaced by vancity and the repair was laughing at me and talking over me. I asked to shut up or get me a professional. they shut up, so I went ahead and clearly explained the situation without aggravating the situation. they respond with "Are We done?" WTF VANCITY really went down the crapper . apparently anyone can get a job there now. terrible service!"

"I had a very disappointing experience with Vancity regarding an inactive account that accumulated small monthly fees without any meaningful account usage. Instead of making a reasonable effort to contact me and resolve a balance of around $107 directly, the account was quickly escalated to collections, which negatively impacted my credit. Most of the balance consisted of service charges and interest rather than actual transactions. What’s frustrating is the lack of proportionality and customer care in handling such a minor issue. I expected much better communication and resolution efforts before a collection referral was made. I hope Vancity reviews how situations like this are handled in the future, especially for inactive accounts with very small balances"

"I've been banking with Vancity for personal for almost 50 years and business for almost 40 years - the last decade have been especially terrible, how many different online banking systems have they rolled out in these 10 years… possibly 3 or 4 now with the current system hitting an all time low. I've provided feedback with every iteration, hoping for improvements but my constructive feedback has clearly been dismissed as its members are now struggling to use a system that clearly doesn't function properly and unusable. Why can't I make bill payments and print the transaction details or save it as a PDF for future reference, receipt or transaction confirmation like I have for the last 20 years? The elected board is clearly not listening to Member feedback or even reviewing these 3 or 4 website iterations before they are rolled out - the new platforms are a waste of money, especially when you're going to scrap them 2-3 years after use, over and over. Honestly consumers, you can do better… don't waste or time or get caught up in this mess. Same applies to their mobile app - I can't count how many times I've needed to change my log-in information because of each system roll out."

"Personal bank doesn't allow for connection with monarch and other budgeting tools. Website and mobile app are utterly bad. To make everything even worse they have unexplained charges. To bad because their charter aligns more with me but the service is so bad that I'd recommend to go to RBC or BMO"

"I HAVE BEEN A MEMBER SINCE THE SIXTY'S AND LET ME SAY THROUGH EXPERIENCE THAT SOME OF THE CURRENT MANAGEMENT, ESPECIALLY IT DEPARTMENT NEEDS TO BE FIRED NOW !!!!!! . THE TECHNICAL OPPERATION & LAYOUT OF THE BANKING SOFTWARE IS PATHETIC . !!!!!! COMPLETE SCREWUP ! SHAME SHAME ON THEM ......"

"Business banking - bank feed pdf, csv etc doesn't show names! Just amounts and dates - completely useless for uploading into accounting software. Confirmation and reference numbers don't show like they used to. Errors messages that say there's something wrong but no indication whatsoever of what input is expected. I could go on and on. Lots of problems on the personal side too. Designed by a 5 yr old who has never done any banking. Complete garbage. Slower, more steps, less information."

"Do VanCity think we are losing it?? The experience negotiating our business account today was abysmal. No previous statements available, little chance to reformat the downloaded current statement without a lot of trouble....website hard to negotiate...what was wrong with the previous situation that needed such a drastic and difficult change? Banking with VC for 15 years and NOT impressed...time to change??"

"Their new website are terrible, why change the old one that works fine, I have been with Vancity for more than 30 years with both my personal and business accounts, with the way they go, I am thinking about switch !"

"The debit cards have trouble working. The website is a catastrophe and it gets worse everytime they change it. There has been little growth with my shares with them in 20 years, well under inflation. I have felt 0 improvement in over 20 years with them as a loyal customer."

"Horrible bank. I am a Vancity customer since 25 years. Paying regular my mortgage and invest in RRSP. I am trying to transfer my RRSP amount to an investment company. Vancity is doing everything possible to delay my decision. The don't respond. They lie and refuse. They are refusing to do one transfer for the entire amount. They are splitting the amount and charging for every single amount a transfer fee of $100. It's my money. I worked hard for it and they try to keep it. Shameful. Vancity made good money on my money over the last 25 years. Never ever would I sign any contract with this criminal organisation."

"Garbage. This new woke app approved by the new ceo if Vancity Wellington Holbrook is an absolute useless piece if garbage. This is another example of "why change something that is just fine" Nope, gotta screw things up because you can and your mommy named you Wellington. Go woke, go broke. Advice, hire more CSR'S, you're gonna need them. Great job CEO, losing money already, I bet."

"I made an online purchase and the fraud department flagged it suspicious. Even though I trust the business I was dealing with Vancity would not release the funds unless I bring the invoice to the branch and show them what I am purchasing. Then they told me I can't use e-transfer at all on my account until I do bring in THAT invoice. Huge invasion of my privacy!! I am closing my accounts."

"Was told I could not get my money in cash by teller who made me feel like I'm a criminal person was cold and unfriendly also received 📞 from some other woman who referred to me as a stupid old man was with vancity."

"I spoke to Sepehr Azizkhani of the Maple Ridge Branch of Vancity today. The reason for my call was that I have been hit with huge and unexpected vet and dental bills this year. I was really embarrassed to ask for help but Sepehr made me feel very calm and comfortable. He was courteous, respectful, and knowledgeable. He patiently explained the different types of loans and helped me decide the best option for my circumstances. He's the best! Anne Browning"

"We use an infinite privilege card, and the benefits are not what they are made out to be. One perk is that you get access to lounges at airports, which is nice. Unfortunately, the lounges in Vancouver were nice but have really deteriorated in quality over the last few years. You have travel insurance with the card, but they use a third party (World Travel Protection) who is next to useless. I put in a claim for trip cancellation in March. They finally agreed to pay the claim in July after multiple delays (because they were busy!), and then mailed a cheque to the wrong address. I am still waiting for it. I called Vancity Visa about it when the insurer was still were not reviewing the claim after multiple calls, and they said it was a third party and they could not contact them. My sense is that the ancilliary benefits on the cards are mostly marketing hype."

"Had account, and a Visa. Went to use Visa. Declined. (card had a year+ to expiry) Contacted Vancity. Was told they could not find an account in my name. Odd, as I get statements from it. Their Visa person was of no help. Said he could not locate card number. All suggestions the same from their people, "Come into a branch and we will sort it out". I am four hours drive from their nearest branch. I have NEVER been in a branch and signed up online. Told them to make sure everything was cancelled entirely as I would not use the account or card ever now. Told "we can't do that as we have to verify who you are". Yet they refused to use the security questions to do so! And then, the next day, I get an email that my card (that the day before they said they could not find) was cancelled. Not really an indication that they have the slightest clue what they are doing."

"I am getting real sick and tired of going to my bank on payday and services are down .That is twice now .I am thinking of leaving your poorly run company .Ideots"