Cove Credit Union - Nationwide Branches

Andrew Larison | Feb 26, 2022

We will be closing our accounts with Cove Federal Credit Union and will bank elsewhere. What the employees at the 577 Dudley Rd location don’t seem to understand is that banks are a dime a dozen, my girlfriend and I value exceptional customer service and that is NOT what you will receive at Cove. This past week we had a massive home renovation completed which will cost $19,000. Over the course of three separate visits we were met with unhelpful, and downright rude tellers, who provided us with misleading and incorrect information. A teller, who refused to provide her name, (an older white woman with a short blonde haircut and a nasty attitude, you’ll know her when you see her) provided some of the worst customer service I have ever experienced within a financial institution. She is apparently either lacking in knowledge or poorly trained, possibly both, but I feel that this speaks volumes for the entire branch, who they choose to hire, and how they prefer to conduct business. She was unaware of the upper spending limits that are often placed on debit cards when we asked her to temporarily remove the limit so that our $19,000 invoice could be paid. When we asked her to make a note on the account that this was in fact going to be a legitimate transaction she said, “The money is in the account, if it’s from a business it should go through.” Yet that is why we were in the branch, to ensure that it WOULD go through. Many times in the past I have had accounts temporarily frozen as banks flag large transactions for potential fraud. Apparently the fraud protection at Cove is nearly nonexistent if they are willing to regularly let large transactions like that go through with no questions asked. After calling a different representative, Misty, we were told that there were indeed upper limits on debit card transactions and that there was no way that a charge that large would not be flagged and that we would be unable to use our debit card for that purchase. This was news to the nameless rude teller who said, “Well you never said that you were trying to use your debit card.” At no point during our visit to this branch were we asked HOW we intended to proceed with this transaction, we were just given the runaround and left with little assurance that Cove would allow us to pay our bill without flagging the transaction despite us visiting the branch multiple times in an effort to be able to access our money as necessary. Upon requesting a cashiers check for the full amount the teller was so incompetent that she filled it out incorrectly, going so far as to misspell my girlfriend’s name EVEN AFTER WE HAD WRITTEN IT DOWN FOR HER. I get that it doesn’t take a rocket scientist to be a bank teller, but you should at least give a fuck. This particular account with Cove FCU has been open for 10 YEARS, and this experience has left such a bad taste in our mouths that we will be emptying and closing our accounts within the week. It is Saturday, Feb 26, 2022. We will be opening an account elsewhere on Monday. This woman was so bad at her job, so rude, and so unhelpful that we will NEVER choose to do business with Cove Federal Credit Union ever again. This reflects poorly on the entire branch, branch management, and executive decision-making. The carelessness and piss-poor service of a single employee has cost Cove the entirety of our business. Save yourself the hassle, DO NOT LET COVE HANDLE YOUR MONEY!