Servus Credit Union - Okotoks

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!

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.

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.