ORNL Federal Credit Union

ORNL used to be a good bank, but not anymore... The customer service is pointless, as no one can answer questions, and they do not offer to find those answers. The connection to Quicken has been down since early December, and they acknowledge there is a problem, but there are no details about a fix. The app crashes for days at a time after updates on IOS, then you have to delete the app and reinstall. The "fraud protection" is out of control. I have had many of legitimate transactions blocked due to their faulty algorithm, and customer service just says there is nothing they can do to fix it. When transactions are flagged as fraud, they notify you 20% of the time if you are lucky, but if you have to call to unblock your card, then you sit on hold for 30-45 minutes. I have had my card canceled by their fraud department, despite my never having reported a fraudulent transaction, and never having a fraudulent transaction hit my account. Over the past 6-9 months, I have spent 6-8 hours on the phone trying to find answers to all this nonsense. I even had a manager provide her direct line because her people could not answer simple questions when asked. They should have just stuck with being a local credit union instead of masquerading as a large bank. I am off to find another solution to my financial needs, as ORNL is not that solution anymore.
Mar 14th, 2022

Jan 11th, 2022

A big thank you to Taylor, Ftn City!!!
Sep 19th, 2021

Friendly fast
Sep 9th, 2021

My wife is a few weeks removed from having our first daughter. She needed to make a name change on her account and deposit a check, so she did the responsible thing and called the customer care line to see what steps she needed to take, as we dont necessarily want to leave the house with a newborn. The customer care rep made a note on the account that my wife could use the drive through to deposit her checks, and change her name. Apparently thats not the case, and the representative at the drive through window wouldnt even entertain the idea. She said the drive through was too backed up to help (we sat there for five minutes before being helped, and only one car behind us after that). Its frustrating not to have the employees on the same page. Were closing our account and will be moving to a different bank.
Apr 20th, 2021