Something's changed with Trailhead. I have been a member for over a decade. However, recent changes with Trailhead and VISA has made my experience completely downhill.
I've had more fraud issues with my card in the last few months thank the entire time I've been with this Credit Union.
Resolving, the fraud and through their channels and processes has become a nightmare. I have received conflicting answers across the board and no one can pinpoint why their fraud prevention isn't lining up.
I spent three days working with many team members across the board to resolve fraud on my account only to be told they cannot submit anything for me when in the end someone did. Who on Trailhead 's end ? No one can tell me.
I get multiple card declines for small transactions that I've done before
I have been a customer of Trailhead for several years, and whenever I've had loans with them, they've been just amazing—straightforward, personable, communicative, and so kind. Any issues have been sorted within a reasonable timeframe, and they are a credit union I trust.
To highlight my most recent experience: I'm currently living abroad and needed a loan to cover some expenses while I transitioned jobs. Jacob at Old Town was so prompt and accomodating when I explained my situation, and I was able to be approved and sign my loan documentation within hours. Such a great relief, and great customer service! With I could give you guys ten stars!
DeChavien Parks
5 months ago
Kyle was extremely helpful in my debt consolidation. Getting me on a payment plan I can afford and paying off my collections.
Chance Durthan
8 months ago
I can not believe who the manager is, I didn't get his name, maybe Carl? I only heard from the girl behind the counter he was yelling at in front of customers. I was in with my older uncle who I drove while he was trying to figure out a weird charge on his account. The guy helping him had to keep speaking over what was literally a man screaming at what looked like a little girl calling her stupid in FRONT OF US while she kept apologizing trying to explain something and he stormed off telling her she would need to see him right after. The guy helping us said, sorry.
My old uncle told me, yeah, he's like that every time I come in! This is the old town branch. I don't know what they think they are doing with a hostile jerk being in front of people, but I hope that girl gets a new job ASAP and I'm convincing my uncle his money is better kept somewhere else.
Can't believe they tolerate that jerk, and my uncle only comes in once ever few months or so, so that it is an EVERY TIME thing is unbelievable. Get that man some manager training or get him out of there. He is HURTING YOUR BUSINESS!
Michael Brinton
2 years ago
Don't make the mistake I did and trust this company with your funds. I moved to a Trailhead CU account as my main banking account from Wells Fargo after some disappointment with them, but after the nightmare that Trailhead has been I'm scrambling to go back to Wells Fargo. So much wasted time and effort for nothing... Maybe this review can at least prevent others from making the same mistake.
I'll start with the good things that originally drew me to Trailhead that held true - they have good rates and a few nice perks, like how there's no minimum required deposits or associated fees, and you can access a network of CU ATMs for free withdrawals. Also most of the reps I talked to were friendly.
Unfortunately, the negatives outweigh those positives far too strongly to recommend it. Every step of the way from trying to get my account set up to trying to use it, I've ran into problems and frustrations. When I was first setting up the account, representatives gave me bad / conflicting info a few times that led to unnecessary frustration. And a poorly designed setup process led to me encountering an error in the system when I tried to activate my card, which led to me having to cancel a grocery purchase at the store and spend an hour on the phone getting bounced between multiple Trailhead departments and sitting on hold, just for reps to point fingers at other departments and send me in circles.
None of this was encouraging, but I was still willing to give them a chance. Unfortunately the problems have only continued in the months since, and these problems are pretty clearly systemic. Despite setting up direct deposit into my account and storing thousands of dollars in it, they constantly block transactions I try to perform, as their system seems to be paranoid (and stupid) about what it thinks is fraud. And since they don't offer support outside of daytime weekday business hours, this means you can get left unable to access your funds for days at a time. I've called and tried to find out why, and once again I haven't been able to get consistent answers or resolution. One rep even gave me attitude (this was an outlier though, like I mentioned they're usually friendly at least even if they don't know what they're doing). Did I mention that their security and tech is lacking? Their app has decent UI and features, but there's also a lot missing, and they have some surprisingly bad security systems in place (like selecting your sensitive info like SS# and address from a short list of options they read out to you. Someone could get past this with very little info on you, and could even just guess their way through until they get lucky - or they could record the options and use process of elimination to find your info).
I wish I could go back in time and never bother switching to Trailhead CU, I've gone through so much frustrating loss of time and money trying to make things work with them, for nothing. They make Wells Fargo look the shining example of banking, which is saying something.
