"We have 2 car loans with Altra"

We have 2 car loans with Altra. They kept taking a payment for one of the cars out on the 1st of the month the second was supposed to come out on the 19th of the month. But instead they took both out at the same time. My husband called and explain why he was calling they supposedly changed it to come out on the 19th but still took the payment out twice. He called today and they actually said there was nothing they could do to.chnge it. Well he called twice today they told him they had changed the payment but still.took it not once on the first and again today. But there's nothing they can do to put the money back on our account. I call Bullshit on that!

"Awful customer service"

Awful customer service, person over the phone was rude. All I needed was to make a payment and because of an incorrect “work phone number” on my account I was unable to submit my credit card payment, and now it’ll be late with an additional late fee charge. Person I spoke with (Alex) was unable to further assist me and gave me a different number to call.. all of this for only $50, when he was given card number, last four of social and cell phone number correct. Very stupid system!

"QUID PRO QUO"

Very disappointed i had altra fir a good two years i was on the process of switching over from a bank so I applied for a credit card. They refused to finalize the process and send the paperwork because they lost a copy of my boat title with them as secure party. Now the boat loan had 14.4% of principal left i had never missed a payment and i was ahead. As a result of this quid pro quo behavior i decided to close everything i could BE CAREFUL VERY SHADY

Update: the response is a lie the application was for a credit card and the "one more piece of information" was a copy of my boat title. They lost the one I provided 2 years ago. Again this credit union is shady beware

Yup that's what I said you withheld a credit card because of a missing picture one had nothing to do with the other

"I do not live near a branch"

I do not live near a branch, yet the customer service I receive is exceptional! The member service representatives that I speak with on the phone are knowledgeable and courteous! I am so pleased to be a member at this Credit Union!

"The altera app never works right "

The altera app never works right . It stops me every time I use it. With verification send a code that you can't find. It's not a safe app.

"My experience was exceptional"

My experience was exceptional and cannot say enough great things about Ben Haines. I have always struggled with consistent payments and financial stability and Ben put my full trust back into Altra Federal Credit Union. He walked through the process with me and discussed options on how I can make my account right. He talked with me with compassion, understanding and care, he deserves all the best. Once again, thank you Ben Haines

"ATM and customer service"

December 12th I went through the Holmen Branch drive through and deposited $3400.00 in $100.00 bills in the ATM. I knew this because I went to the casino the previous day and had a receipt of what I received. Prior to driving into the ATM I also stopped and counted the bills again. I deposited the bills, two came back out because of what I assumed was because they were turned over, and the ATM said $3100.00. I deposited the two bills that were initially rejected for a total of $3300.00.

I immediately drove around and went inside. I met with the bank employee, and after explaining the issue I met with a supervisor. Both went out to the ATM and checked to see if a bill was stuck in some trap in the ATM. I was informed there was not one stuck. I was informed that the machine was audited on Thursdays or Fridays, which meant I had to wait a week for them to recover the $100.00 bill I knew was missing. Waiting was not a big deal, although it was odd that these machines were not audited more frequently or this could not be looked into sooner with a specific issue.

December 19th I received a call from Altra stating that they did the audit and did not locate the $100.00 bill. There really was not other course of action at this point told to me. A comment was made about using a money counter and those are almost always completely accurate. I happen to work in a job where these are used and errors are made with them, thus the typical run the cash through twice to see if you get the same response from them occurs. I have no idea what occurred as I know little or nothing about ATMs, but I knew that I was missing $100.00 after using this ATM the week prior.

In any event, the staff was pleasant about it and the conversation was ended. I was not going to make a big deal about $100.00, but the more I thought about it I felt that someone needed to know this occurred. It must happen that people drop bills in their car or outside the car at the ATM, because more than one ALTRA employee brought this up to me. I am confident the way this was handled that was not the case here.

December 20th I got on Altra chat and was provided with a telephone number, extension and directions to contact a supervisor. I already talked to management at the branch in question so I did not want to chat with them again. I called and then was told to send an email. I explained that I was following the chat directions and now being told something different. After further checking I was offered to be put in contact with the management at the branch where this occurred. I already spoke with them so it did not make sense to rehash the same information with the same people again. I was then told that I could not be provided with the name of another manager and I would have to contact the branch management in question and escalate it with them and then someone would contact me.

This is where the customer service issues come in with Altra. It becomes a time consuming mess frequently trying to do anything with them outside of simple and normal. I am now two hours into this and it just becomes not worth it for $100.00, but then again with little or no staff available to help one is stuck using ATM's frequently and I do not want this to happen again.

This is another thing added to a growing list of customer service issues with Altra that I have experienced.

Added after response: There is zero concern for a jam in the machine. I'm fact it allowed me to put two additional bills so I have no concern the machine jammed. The response does nothing to address this. I suspect being new bills from the casino they were stuck and went through as one bill or something to that affect.

"(12/11/24)"

(12/11/24) - (12:24pm): Initial contact via phone requesting payoff amounts on two vehicles financed by Altra Federal Credit Union. (2017 Ford Escape) & (2018 Ford Escape).
I was instructed to Wire Transfer the total amount due of $22,573.87.
I was also instructed to call back in 48 hours to confirm payment was 'received'.
No additional instructions were offered & no additional monies were due!
(12/11/24) - (2:38pm): I Wire Transferred $22,573.87.
(12/13/24) - (10:50am): I called back & was told that the payment had in fact been received however, only the (2017 Ford Escape) had been paid off.
I was also told that a $5.00 'Incoming Wire Fee' would be in addition to the $22,573.87 pay-off amount plus any interest accrued since (12/11/24) & would need to be paid before the account could be closed.
Therefore, the additional amount owed before the account could be closed would be a total of $12.79.
(12/13/24) - (12:06pm): I 'Wire Transferred' the $12.79 at an additional out-of-pocket expense of $25.00 for the Bank Transfer Fee in addition to the $25.00 Bank Transfer Fee for the 'original' Wire Transfer of $22,573.87.
(12/13/24) - (2:49pm): I called back only to find out that there had been an additional $2.05 added to the debt!
I could not justify paying an additional $25.00 Bank Wire Transfer Fee, so I offered to pay the amount via Checking Account over the internet.
I was then told that the minimum amount that I could pay would be $10.00 leaving me with an overpayment!
12/13/24) - 4:32pm): I called back to verify that the two accounts had in fact been recorded as 'PAID IN FULL'.
After seeking assistance in this matter from NUMEROUS representatives with little to no knowledge or expertise in ALTRA Federal Credit Union's Customer Service Protocols I was finally connected with a one (Christy P.). Were it not for Christy P. this review would have ended up a much more negative piece. Christy P. went above & beyond in actually getting me the results I originally deserved by having a true sense of the process and offering alternative methods of having my efforts account for something. Christy P.'s professionalism & tenacity in providing every ounce of her energy in getting it 'Right the First Time' was apparent from the very beginning & immensely gratifying! Christy P. deserves this recognition & I would submit as a professional veteran of the business sector for over 52 years she needs to be considered as someone who should be promoted into a higher position within the corporation immediately!

"Thank you isn't enough!"

Kelly Korish was PHENOMINAL is helping us purchase our dream home!! I can't say enough about how easy she made the process, and I love how Altra sent a timeline of where we were, so we always knew what was going on. A friend of mine was trying to buy a home at the same time from a certain bank, and their experience was such a stark contrast to mine that it made me realize how great Altra really is! Thank you!!

"Not Helpful!"

Went to the the Copeland Branch to have help my developmentally delayed son have his automatic payment that is sent to Spectrum changed. The bill increased, and the old amount was being sent, getting him behind. I had to call Spectrum, pay the late fees, catch up on the bill, so he would not be disconnected. We increased the amount, to stay current. It was fine for one month, then it automatically started sending the wrong past amount. His bill was messed up again. Had to call Spectrum again. They charge a fee to pay the bill on the phone with an agent. Had to call Altra again. The person who set it up for him didn't set it up for reoccurring, monthly, only one month! My disabled son was not capable of figuring this all out again. Should have been fixed the first time. Went to the Copeland Branch last Sunday because their website says it was open until 3:00. It was not open.