ORNL Federal Credit Union

Horrible customer service all the way around. Purchased a vehicle and obtained the loan through ORNL. Attempted to use the banking app, and have since been locked out of my entire account for 2 months. After attempting to contact the customer care line during different times of day/evening/mornings, I've been on hold for at LEAST 30 minutes each time without ever speaking to a representative. The autmoatic hold voice says that my call is important to them, but clearly it is not. Horrible system ran so poorly, I have intention on finding another bank to transfer my loan to.
Apr 28th, 2022

Great bank (credit union) for auto loans! Decisions are made locally in Oak Ridge. Very helpful staff.
Mar 21st, 2022

Online banking has been problematic since I began banking at ORNL so I needed to sit down with someone to help me. I intentionally chose a small branch in my community so I could have a personal relationship with the people who work there. That has not been my experience. After Covid service became more challenging. Now the Chapman Highway Branch has unvaccinated employees in tight spaces who also seem uninformed about the medical crisis our communities are facing. Covid has created so many. Immunize-compromised customers may not be safe. I did not feel safe nor heard. I will say I got very upset. I left the lobby, went through drive through and withdrew my money from my accounts. Thankful to live in America where I have choices.
Dec 11th, 2021

One word, CLICKISH. if your not in their click they are gonna do everything they can to make it hard on you...they can't punish me with late fees, so they try to charge me $15 to come into branch and pay loan payment. I have never been charged a fee, but according to the rude male child in the front, he is allowed to charge me the $15. I have always paid on time, a car note, signature loan, credit card, checking and savings account. I am finished with ORNL, me and my excellent credit. Like he told me, I would have to come in the branch and wait while he request the form to close my credit card from somewhere, someone.... that this is the only way. I thought banking was suppose to be for the community members not pick and choose who to charge outrageous fees to and make wait long periods for things that probably has other more convenient ways to complete. I didnt get his name, but he's the young blondish male sitting at the counter at the south knoxville branch. He needs to work on his customer service. At the end of the day, its the attitude that you use with others that truly count, his attitude has cost his employer a very good customer.
Aug 23rd, 2021

Where do I even begin, I came into this branch today with numerous questions and concerns and this team really helped me tremendously! They gave me the answers I needed and resolved many issues that have been a headache for me for about a year. These guys were great. Thank you all!
Jul 19th, 2021