Monterra Credit Union

San Mateo Credit Union never seems to respond quickly, as I am still waiting for GAP insurance to be added to my auto loan after requesting it and speaking to customer service. It's been over a few weeks and they still haven't added it to my loan even though I have the money for it, and I've been basically ghosted by the customer service representative that supposedly processed the transaction. Strange and frankly unprofessional behavior for a credit union that's supposed to help me.
I'd only recommend SMCU for their low APR, but if you can find another institution around their APR, you should just go with them in order not to get treated like this.

Predatory Lending. Took out a HELOC under a bait-and-switch 1.99% introductory rate. I made sure to borrow only while that rate was still in effect. It was verbally explained to me that if I borrowed MORE, then the rate then would be adjusted to 3.25%. But I did not plan to borrow more, and didn't- so I thought I'd be re-paying at 1.99%. I never would have agreed to an adjustable rate where they can continually jack it up- I would have taken out a fixed. I've never had an adjustable rate loan, the car loans & mortgage all have been fixed. Thus I relied on the bank to explain the terms, and they did an incredibly poor job of that- in a way that feels deceptive rather than just poor communication. I've called and spoken to senior people multiple times and everyone gives a different explanation. The last time I spoke to them a few months ago, I was assured that they cannot raise it more than 2% in a year. Now I see my monthly payments zoom. I call and am told they have it at 5.25% because they aren't using the 1.99% rate I actually borrowed at as their base interest rate from which adjustments are made- they are starting at 3.25 and now have added on another 2% so they have already increased it 3.25% in a year. The "promo rate" was a total FRAUD. Unless you can repay your entire HELOC back with the one year, you are just paying prime rate on an adjustable mortgage, and you will be gouged. The promo rate meant absolutely nothing other than an enticement to take out the loan from them, rather than my long term credit union elsewhere. Unfair & predatory lending practices surprising in a credit union.

During the past 6 months on average I have been required to wait 30 to 45 minutes to get through to a live representative within their Call Center. Not good customer service :-(

Due to a fraud activity, card was closed, not the account. card was replaced. This account is open, current and in good standing!!

I began a new chapter in my financial life, and it really began with my checking account and savings account. I Visited my branch in San Mateo and spent quite some time with Blanca. I showed her my financial plan and goal and wanted to set up my account in a way that would accommodate my savings need. Prior to this I needed to make sure my CC was up to date. Blanca was not only inspired by this, she was very supportive and made things happen. She is the force behind the changes we made, and continues to support me in many ways to meet my new financial plan. I really appreciate her for what she has done and the idea of what she will do to help me. She takes the edge off and is a master at diffusing tough situations. Thank you so much!
I’ve been a member since 1993

I've been a member of SMCU for a few years now, and suffice it to say I am pleased so far by the services they offer. I first opened a savings account with them, and the application process was mostly hassle-free, all done in one visit, after which I was able to deposit money almost immediately after. However, there were fees that did occur if your balance went below a certain limit, which was slightly annoying when first starting out.

When I first turned 18, I also went ahead and applied for a checking account; the process was also simply easy, as everything was done in one visit. The checking account was also linked in conjunction with my savings account, which made managing my funds easier. Their online service is also a great benefit; I had forgotten my login credentials and had my account subsequently locked; but with one call with their customer support was more than enough to have my account available to access again. I'd definitely recommend it to anyone willing to switch to a credit union.

The reason for my visit to San Mateo Credit Union was I needed a student loan. I had heard about their rates and that they were better than any of the big banks in the area and wanted to get information. Their customer service was great. Yes there was a wait time of about fifteen minutes, but it was well worth it. I got someone who was well informed on student loans and was very nice. The loan process itself was a little annoying. I had to follow a bunch of steps online with my mother present (she was cosigning). The customer service agent helped the whole time and explained what needed to be done. It was a new process so every once in a while she had to get on the phone with the support department to answer our questions. But it was all taken care in one sitting; a student loan set up and approved two weeks later and a savings account to establish me as a member of the credit union. All in all it was a wonderful experience and if you need a loan I would go to the San Mateo Credit Union office in San Bruno, their help was terrific.