Virginia Credit Union

I have been a member of Virginia Credit Union for 31 years, and until recently, I would have strongly recommended them. Unfortunately, my experience over the last several weeks has completely changed my view of the organization.

After my husband lost his job, I proactively contacted VACU to discuss temporary hardship assistance related to my personal loan. I have maintained excellent credit for decades, consistently carried an 800+ credit score, and have never made a late payment during my entire relationship with the credit union. I wasn’t avoiding my obligation. I was reaching out early, responsibly, and transparently to ask about possible payment relief, refinancing, or modification options before falling behind.

What should have been a straightforward conversation turned into a frustrating three-week cycle of poor communication, endless transfers, conflicting information, and extremely long hold times, often exceeding two hours. The transition to the new Member One system appears to have created significant operational and customer service issues. The online loan payment experience is also incredibly difficult and not user-friendly.

While I was eventually granted a short payment extension, the refinance process was equally frustrating. I was initially told refinancing would not meaningfully lower my payment, so I requested that my application be withdrawn. Days later, I was informed that I had actually been approved pending proof of rental income. I promptly submitted lease agreements, bank statements showing recurring rental deposits, and tax returns. Despite clear documentation and visible monthly deposits into my account, I was told the income could not be verified and would not be considered.

The Virginia Credit Union I knew for decades used to go above and beyond for its members. This experience felt completely different. The level of inefficiency, lack of coordination, and inability to resolve straightforward issues has been deeply disappointing.

At this point, VACU feels less like a member-focused credit union and more like a large corporate bank, except with worse customer service. Comparatively, I have found Navy Federal Credit Union significantly easier and more competent to work with.

My parents and grandparents were also longtime members, so this is not a review I write lightly. But after 31 years, I am seriously considering moving my business elsewhere and refinancing my loan simply to avoid dealing with this institution again.

Never been so frustrated in my entire life. This conversion has been a total nightmare. Too many problems to list. I was with Member One Credit Union for almost 60 years. But am now thinking about severing my relationship with VCU. After talking to Multiple customer service representatives and getting the runaround for Hours, a lady named Amena was Finally able to figure out why I was not able to sign up for online banking. The conversion pulled in a zip code from years ago so the system wasn’t recognizing my current zip code that I had changed years before. This was just the beginning. I’m actually at the credit Union now with a different problem. Many unhappy people in line. There needs to be some accountability.

What used to be a reliable, customer-focused experience has completely fallen apart. For over a week now, accounts have been a mess—transactions showing up as “ATM” with no merchant names, which led to incorrect ATM fees being charged. Yes, they eventually reversed them, but that doesn’t excuse the chaos in the first place.

It gets worse. I had a simple $9 refund from Walmart somehow get flipped into a debit after the merger. That’s not a minor glitch—that’s a serious error involving my money.

Meanwhile, branches are packed with frustrated customers trying to get issues resolved. Lines out the door, long waits, and no clear answers. And online banking? Still inaccessible.

I’m already in the process of moving my accounts elsewhere, because this level of dysfunction is unacceptable. What was once a great credit union has been completely ruined.

Avoid Virginia Credit Union at all costs.

VCU took over Member One CU and in turn bought my mortgage loan. These people are very uninformed and not helpful. I tried for 5 months to get my mortgage on auto-pay like I had with Member One. Finally, the only way I got it straight was to send them a priority mail with signature required to get it fixed. I'm dreading dealing with them and may go elsewhere for my banking.

Got into a call to help figure out some issues with my card, and a nice woman named Jessica helped me and just made my day!

I made an error and paid my first payment twice. They are asking for a $50 fee just to transfer one of the payments back. They say it's because I am at fault for not sending the form back. I believe the email did not contain the correct information. Either way, $50 for a few button clicks seems excessive.

I've been a member of VACU for 40 years. I've had numerous personal loans, auto loans, a 30-year mortgage, and a HELOC. All were paid on time, all paid off. I am currently debt-free with the exception of an auto loan that I wanted them to take over. My home is worth over $400K, and I have a 401(k) worth over $50K as well as savings of $40K, yet they turned me down based solely on my income. It's unbelievable; they look at one number and make a decision? VACU is nothing like it used to be; now the members are just numbers and not worth their time. I am leaving permanently.

Don't make a principal payment on anything they offer. They will not report it as a payment to the major credit bureaus, and it will hurt your credit.

Since Virginia Credit Union 'merged' with Member One, it has been a terrible experience. VACU has deplorable leadership coming directly from the top management, which is concerned about their bonuses and perks. Savings rates are laughable. Fees are randomly assessed. I had well over $100,000 spread across money market, savings, and checking accounts, but twice I received random account fees which were credited back only after I wasted time calling to have them credited. Customer service could not explain why these were assessed and agreed 'something was not right.' Rates and services have changed in a short period at Member One due to VACU. I have started moving my money out; a CD from Member One matures soon, and I am done.

I do not recommend this institution!

VA Credit Union doesn't process direct deposits on holidays, even when the employer submits it the day before, at 9:30 a.m. After inquiring, it seems that no other bank operates this way. I will be banking elsewhere after 17 years.

My husband and I have been members of VACU for years, having multiple bank accounts, home loans, and car loans. We have always felt positive about banking with VACU and have received good customer service. Sadly, as I've observed the credit union's growth, it has become apparent that expansion and profits take precedence over customer care. The department that manages mortgages is disappointing in terms of customer service. I have been dealing with an issue for over two months and have not yet spoken to anyone willing to investigate the details of my problem; instead, they provide a generic response and say they can't assist. VACU struggles to keep up with modern digital communication, which exacerbates communication issues further. I am relieved to have accounts with other financial institutions and plan to transition more of our accounts away from VACU.

Disappointed Long-Time Member

I've been a loyal member of this credit union for many years and have maintained excellent credit throughout. Despite my long-standing relationship and strong financial history, I was recently denied both a consolidation loan and any kind of loan assistance. It's incredibly disappointing that they are unwilling to work with me, especially when I've demonstrated responsibility and trustworthiness over time. It feels like loyalty and good credit mean nothing here. I expected better support and flexibility from a credit union that promotes itself as being community- and member-focused. Unfortunately, I can no longer recommend their services.

For decades, VACU functioned well with strong customer service and competent employees—offsetting the poor systems, software, etc. In recent years, VACU has declined at an extraordinary rate, to the point where there is no reason to use their services. They are fascinated by growth through acquisition, seemingly not understanding that it is very difficult, even for a strong and able organization, to "merge" with other entities—and have done so poorly. VACU has simply disregarded customer service; their systems are inferior; their hardware is unreliable; and it is rare to find a competent employee at any level. Perhaps most striking is the impression that their management simply does not care, as long as they continue to grow. They have received pointed, detailed, negative feedback over a period of years and respond by simply continuing on the same path to mediocrity—at best. Personally, I have moved most activities and services to other institutions.

Overall the service has gotten worse. The drive thru lines at Laburnum Ave is more than 22min. In the branch a teller placed a business check into a personal account after being provided a deposit slip. The error wasn't noticed until later that day. I was told two days before correcting. I spent an hour on the phone to correct without an apology. You can no longer transfer money from one member to another.

Horrible! Keith McCraft, the AVP of Short Pump branch, is rude and doesn't even know how to open an IRA. How could he be an AVP? And he said they don't honor appointments. Avoid the disheveled-looking AVP.