Servus Credit Union - Okotoks - Okotoks, Alberta

Andrew R.

I had an outstanding experience at Servus Credit Union in Okotoks. Nick provided exceptional assistance in opening my account, making the process seamless and efficient. The entire team at the branch was incredibly helpful, addressing all my inquiries and concerns with professionalism and care. Highly recommend this branch for their excellent customer service!

Bryan N.

This branch is great. I have elderly parents that they treat incredibly well and use common sense with. The Servus business website is superior to any other I have used in 30 years of business.

Barb G.

We used Servus for business and they have been nothing but problems. Our credit card gets locked for no reason, the app locked us out regularly (and we had to go in to get it reopened), transfers to the credit card took between 1-10 days and they would never add our account manager on to the account so the person DEALING WITH THE MONEY had NO ACCESS. 0/10. I wouldn’t even recommend this credit union to my worst enemies.

Rick B.

Short version: Questionable competence, terrible service, terrible communication and even when escalated to the manager this continued with the manager 'forgetting' for 2 complete weeks. The icing on the cake was pulling my credit report twice for no reason they can explain which caused a drop in my score due to two hard enquiries pulled in quick succession.

80% of Canadians NEVER change their bank, you should be trying to get every customer you can.

Long version
I wanted to bank with a credit union as they are meant to provide better service, support the local community and generally be better and more ethical businesses than regular banks. I'm taking the time to document this whole thing to show how utterly ridiculous this entire thing was.

29-Jan Spoke to Wally at the Okotoks branch and he asked for my documents. I told him I was going to be away for long periods and so I really wanted to move quickly and get something in place even though my mortgage was only due at the start of May.

31-Jan I sent all of the required documents in a single email and asked for a rate estimate not to pull my credit as I am talking with other providers.

01-Feb Wally replies, says he can hold the posted rate and that the rates have dropped today.

01-Feb I ask what the rates are but I receive no reply and figure I'll give it a week.

07-Feb I ask what the rates are again, but again I receive no reply, and so I figure I'll give it another week. By this point 3 other banks had provided me rates and were ready to do a valuation of the house.

13-Feb I email again and ask if there is a problem providing the rates or is there someone else I need to talk to.

13-Feb Wally replies, provides the posted rates and says I need to call him if he doesn't respond to my email within 24 hours. I don't see why I should have to chase a credit union to become a customer.

14-Feb He says he'll work on my application Friday 16th, I get a random meeting invite which turns out isn't actually a meeting, that's the time he is working on the application. It has been 14 days and the application is just starting to be worked on.

23-Feb I didn't hear anything for a week and so I contacted Wally again asking for an update.

23-Feb Wall says he's booked time today to work on my application - that was meant to be last week?

23-Feb I email and ask if there is a problem? Is he overloaded? Are processes making this slow? This is taking much longer than every other quote and is only just being worked on.

23-Feb 1st credit report is pulled.

23-Feb After reflecting I decided to call Servus head office to find out if this is normal. I'm told it isn't and so I make a complaint. They say they'll let the manager know.

23-Feb Manager Darrell calls me, seems friendly, wants to make things right. I tell him I need something in place because I'm going out of country, he commits to prioritise it. I'm given an estimated rate and I ask if it can improve (I had a better quote), he says he'll need to ask his area manager and he'll call me Mon 26th.

28-Feb Mon 26th came and went with no call. I give a few extra days and then I email Wally asking if there's an update.

28-Feb Wally replies and says him and Darrell WILL BE reviewing my application. Now 5 weeks.

28-Feb Darrell calls me and tells me the same rate as last time. I say we had this discussion and you said you'd ask your area manager to reduce the rate. Darrell apologises because he forgot and commits to do this and get back to me in a couple of days.

28-Feb Second credit report.

07-Mar I leave it a week, hear nothing and so email Wally asking if he knows anything - no reply.

07-Mar I call Darrell's direct line, leave a voicemail but figure he's finished.

08-Mar Didn't receive a call back and so call his direct line again and it goes to voicemail. I call the branch and then get hold of him - almost as if my call was screened. I ask if he's spoken to his area manager, he tells me he's forgotten AGAIN. I ask why a second credit report was pulled, he was unable to tell me, I tell him forget the entire thing.

Bryan T.

They quoted me a rate for my home equity line of credit. It was a really good rate so I stopped pursuing other applications. Fast forward 2.5 months. The initial advisor I talked to had not finished the application and ended up leaving the branch, it was handed off to another advisor who was really busy because he was taking on extra clients, also he got sick. Needless to say, not my fault that it took so long in fact I came in 3 times to see what was happening with my application and all 3 times was assured that it was progressing. Which brings me to now when they said that the rate they quoted was only good for 1 month which is basically useless because they can't process an application fast enough to make it happen. Now they offered me the same rate I was pursuing with other banks only is been 2.5 months and I'm about to get busy with work. Really wish they had handled this more professionally. The CEO who promised this did not tell me there was a time limit on the rate they promised and their advisors were not able to process my application in time to fulfill what is essentially an empty promise. Waste of time. All downhill at this institution since they merged about 25 years ago when I first started banking at this institution.

Laura M.

I don't know why anyone would choose to bank here. No one can answer the phone, return a call, or provide any customer service. AVOID them, you'll end up wasting hours trying to get ahold of anyone, and when you do they won't be able to answer a single question.

Ian

If you have nothing else to do and want to hear the same recording every 30 seconds for an hour, call Servus Credit Union. They are here to serve us as quick as they can... according to their recording. Tried to call for a account balance of a car loan and Just hung up. Simple thing, but painful. If I need to wait more then 15 minutes to get help over the phone, I will never use that source ever again.

None Y.

I guess the truth hurts cause they had my review removed.

Servus CU is appalling, technology is hopeless, call centres are a waste of time, problems are many. This branch in particular has gone downhill rapidly. The CU axed so many staff recently in a short space of time and the moral show it. If you try calling the support line for one of the many issues, you'll be lucky to have anything rectified, so then you attempt to get it fixed at the branch and even if it's dead they'll be too busy to do anything productive. Try the manager.... good luck with that too. I suggest trying a complete other financial institution if I was you..