Why I Fired My Credit Union

I didn’t set out to break up with my credit union. Honestly, I thought we’d be together forever. I opened my accounts there before I bought my house. I liked the people, I liked the vibe, and I liked the idea of being part of something local. Plus, I work in credit union marketing, so I wanted to be sure I banked with a credit union.

But then, I moved, and here’s the thing. I didn’t move across the country, or even across the state. I just bought a house where I could afford one. The problem? My credit union is way out there - past the suburbs, almost farmland territory. Meanwhile, I live in the city suburbs. Not exactly convenient.

And sure, you’d think: That’s why we have Shared Branching, online banking, mobile apps, and mobile deposit, right? Exactly what I thought too. Except…it didn’t work for me.

I tried Shared Branching, but half the time the teller didn’t know what I was talking about. Then, the online banking system felt like it hadn’t been updated since flip phones were cool. And the mobile deposit? I tried it multiple times - error, error, error. Finally, I gave up and used my mega-bank’s app, which worked immediately, every time. Oh, and Zelle? Forget it. My credit union didn’t even offer it.

My credit union didn’t reach out to see how I was doing, or to let me know about other financial product offerings. The only emails I ever got were about their Visa card. The thing is, if I can’t even rely on my checking and savings, why would I want a credit card, too? And because that was the only thing ever promoted, I wouldn’t have known they offered mortgages, youth accounts, or certificates without going on a scavenger hunt through their clunky website.

So, slowly, the inconveniences piled up, and I closed my accounts.

But here’s the important part for credit unions: it wasn’t about the people. The people were always kind, helpful, and welcoming when I went into the branch. The truth is, I don’t need friendly services just once a month in person. I need products that work every single day from wherever I am.

And it’s not just me saying this. Every year, member surveys tell us the same story: people want stronger digital tools, more modern payment options, and easier access. Service matters, yes - but it’s no longer the whole picture.

The good news? This is absolutely fixable. Credit unions can keep members like me by investing in digital tools that are reliable, intuitive, and up-to-date; expanding product options to fit how people actually live and spend today; and communicating beyond just one product so members understand the full picture of what’s available.

Most importantly, pair that signature people-first service with products that work every single day. When the basics function seamlessly, the great service your team is known for shines even brighter. At the end of the day, members don’t want to “fire” their credit union - we want to stay. If you give us the tools that fit our lives, we’ll happily keep choosing you.