Sunward Federal Credit Union

Glitches in their system, not applying payments transferred to the car loan until 30 days past due, just so they can charge a late fee. Not once have I paid late, but here we go—and I am sure they will continue to do this. Very unhappy!

I would give this place a negative 50 if I could; it's not even worth a one-star rating, but I have no choice. To make a long story short, my son's truck got impounded. He bought the truck for $30,000 and only owed $12,000 after a year. The bank came and took the truck out of the impound lot without contacting my son, even though he was going to retrieve it. When we called them over 30 times, they told me they never signed the repossession paperwork, though it was clear they had. It was finally the city attorney's office that had to send us the paperwork to prove that they signed to take the truck. Clearly, the city attorney was going to help my son get his truck back, but the bank came out from underneath him and took it, even though he was never late on a payment and had paid it down from $30,000 to $12,000 in one year. They are awful. The worst part is that Pam Lusher is dishonest; she signed the repossession paperwork and even lied to our lawyer that she hadn't. Pam Lusher is not trustworthy; don't trust them, as their actions speak for themselves.

Worst credit union in customer service. The place has been mismanaged since the hiring of an out-of-state CEO and her associates. Do not do business with this "bank." There is more than meets the eye. Be cautious. Highly concerned about whether this place is even financially viable. Read the annual reports. I was a member for over 20 years.

The services this credit union offers are okay, but the inefficiency is staggering. There are almost always long and slow lines at the teller stations, with only a few tellers on duty, despite many employees apparently doing nothing nearby. Sometimes you need to call and speak with a real person, as AI chatbots just don't suffice, and the hold times can be incredibly long, often over 30 minutes. Sunward does not allow Google reviews, probably because there would be many negative reviews that would get high visibility.

We were hacked recently and were surprised that Sunward did not allow us to speak to its cybersecurity department. The upper management was highly defensive and difficult to work with. Our branch manager had a great attitude and was helpful when we went in; however, as far as we know, he has not followed through with what he said he would do and has not called us back after we left a couple of questions and messages for him to call us back. We did some research and found that credit unions in general are not as secure as the top 50 best cybersecure banks. Therefore, we are moving our large balances to one of the top 5 secure banks. Search "best cybersecure banks in the US," and you will see for yourself.

We were members of Mountain America Credit Union, which was subsequently acquired by Sunward. We were informed that there would be no changes to our accounts from Mountain America, about which we were apprehensive as we had several business accounts with them. Mountain America had been an excellent service provider, but the transition process to Sunward has been fraught from the outset.

The customer service we have received from a branch location on Rio Grande and I-40 has been dismal, to say the least. The young representative was unprofessional and dismissive of our inquiries regarding the smooth transition of our accounts. We never felt welcome. We have made several calls to their customer service, which has also been unsatisfactory, and the wait to speak with someone is excessive, leading to a waste of time. Despite our efforts, the transition has not been smooth. We are currently exploring alternative banking options and have found Sunward Credit Union to be the most unsatisfactory banking institution we have encountered.

Do not bank here! Horrible customer service. I've had my auto loan through them for a couple of years now, and everything is set up on autopay. I received a call saying they couldn't verify my insurance, and they were taking extra money out of my account to cover it. After jumping through numerous hoops, I was able to have my auto insurance verified. Then, two weeks later, I received a call that my auto loan payment had increased without notice, and they only withdrew the original amount, threatening me with credit reporting, etc. An employee named Brian called and was very rude. He said he would send me new paperwork via DocuSign and never did. I've tried to contact everyone I know at the bank, including their "contact us" site, and still have had no luck. Now, I have a payment due in a couple of days, and it's not going to be the right amount, and I will have to go through this all over again.

Really bad customer service! We were late on a credit card which has never happened in all our years at the credit union. We were treated like criminals. They freezed all our accounts without any warning or any notices that we were late on the card. We’ve never been treated so poorly by this institution. Not the same credit Union it used to be. Whoever is managing this institution in New Mexico is hiring the wrong people. The people we’ve been dealing with are rude and don’t know how to treat customers.

Online banking is a mess. Tried to set up my online account by phone. Error code when I tried to put SS number in. Said I was putting dashes in when I wasn't. Had to do it over the landline. 18 MINUTES ON HOLD. Disconnected three times. At least they called me back each time. Still not done, have to wait up to three days for some deposits to hit my an external account.

We financed our vehicle with them, we had insurance with one company and changed to another years later. The have added more to our loan telling us they have not received the information on the new insurance. It has been sent by Hartford 3 times and we went to the credit union here in Albuquerque and the man that helped us was very cold and short with us, telling us we had to go print out our declaration page and take it in to them. We did and again, he went and said he had faxed it. Again, we got a notice that it was not accepted. I went on the site they asked me to go to and entered the info there. Still, they charged us for their insurance. My insurance has also been sending them the information. Why are they so difficult? Are they using this to charge customers for their insurance? I don't know what to do anymore. I am researching to see who is in charge of this credit union. We have never lapsed our insurance. HELP!

Good company and not once have I had problems with them. I recommend anyone to use them for loan’s and banking and they also offer insurance

Excellent customer service, very pleasant experience all around. App also looks nice :) Incredibly friendly people with wonderful people skills and hardly any wait time. Loved my experience!

Interest rate on car loan was 2.5 which is great. Interest on my RV loan is 8.9 which isn't so great. Plus I never get statements and my account number doesn't appear on any of the documents I've gotten. I had to call them to find out my account number. They just don't seem to be very user friendly

For the most part, this credit union is fantastic. The rate on my auto loan is pretty fantastic. There's really only one issue that I have had. When I switched from one insurance company to another and submitted my new proof of insurance, the SLFCU did not receive it...nor did they receive it the second or third time I submitted it. As a result, they added almost $1000 to my loan and took out their own in-house insurance policy with the promise that once I submitted proof of insurance, they would refund the difference. They finally did receive my proof of insurance on the fourth attempt, but it took almost an additional month for the added car payment amount was corrected. I am glad it was eventually taken care of, however.

I have been a member of this credit union for close to 17 years and have also gotten my son started because of the ease and value of service offered. I have multiple accounts and have also had my home mortgage with them. Every step along the way has been handle with courteous, immediate service and it was also the easiest home mortgage process I have ever gone through. When there has been any question or problem (so few that I can't even recall what they may have been about) I have always been able to get fast resolution. They offer a broad range of services and everything is available online. I love my credit union and highly recommend them.