Customer ReviewsforFirst Federal Lakewood

Inordinate delay in forwarding an expired debit card has frozen my assets. Customer Service tends to be smart asses, not helpful Considering their fees for services for NSF or the like, customers should expect a little more than three weeks to forward a card

We're sorry to hear that your experience wasn't as positive as it should have been. Our team takes customer service and satisfaction very seriously, and we sincerely apologize for any inconvenience this caused.

Having been a business banking customer for 8 years you think that they would worry about business accounts. So this year they changed their website. Its worst then their last website. They completed messed up the day the site was to come online and with Intuit software ie quicken and quickbooks. You can only download the information they want you to have. There is no option to download by custom date range or by statement. The day the new website came online it was supposed to be available at the beginning of business hours and was not up until after 10:30 Am. I reached out to the branch to ask a few question about the new site and meant a not so friendly corporate VP who seems to have promoted to his level of incompetence with this bank. Instead of just saying I need to look into your issue he points me back to their website to read what I told him I already read. They have been no help with their new website. When I reattached my quicken to the new site. It cross downloaded transaction from other accounts with this bank. All of the historic data that was on the last site is completely gone also. There is one employee left at the branches from when I first opened my business account. So I'm finally taking the hint and just like their employees its time for my business to leave as well. I have already closed 2 of my business accounts and have opened accounts with other banks to start the move.

We appreciate your feedback and we’re sorry to hear that your online banking experience wasn’t as positive as it should have been. Our business banking team takes the issues addressed in your review very seriously and we sincerely apologize for any inconvenience this caused. If you would like to discuss further, you can reach us at ***** ********

After being a good customer for 12 years I had to make the experience that my attempt to get a few questions answered did not turn out so well. There is one specific customer service agent who gave me an incorrect answer, did not what I had asked him to do in another case, and refused to transfer my call to a specialist in a third case. Three strikes within a little over a month, that is not what what I am used to from this bank. Unfortunately he seems to be the only one answering the phone, and for what I was told he used to be a branch manager at some point. There is no shame in saying "I don't know", but giving incorrect information when it comes to finances, especially as a customer service agent, that makes me wonder.

We're sorry to hear your experience wasn't as positive as it should have been. Our team takes customer service and satisfaction very seriously, and we sincerely apologize for any inconvenience this caused.

Beware. Very odd bank to work with. I did a mortgage with them and the SBA 10 years ago and First Federals part had a balloon after 10 years. They called and said they would renew the balloon since I had been a loyal customer and never missed or was late on a payment. The balance was only $191,000 and the property is worth $700,000 so it would seem like good business to keep things going. Then abruptly I got a call from the original person saying they didn't want to renew they just wanted the cash to pay the balance off. he then said I would get a call from some other gentlemen to go over my options. They set up a Zoom meeting and they start the meeting off with "How are you going to pay off the balloon?" I was like oh, I thought this was a meeting to go over options. it seems it was a meeting to ask me that one question which could have easily been communicated without wasting my time. They offered a 60-day extension from the 12/01 deadline, which would have been nice to get me into the new year and into my busy season. After some weeks they emailed and said the committee which meets once a month only approved a 30 extension. So basically they wanted it paid off on New Year's Eve. that's very inconvenient and awkward dating. I decided I didn't trust, not want to deal with this bank any longer requested a payoff and wiring instructions. they responded with a 1-day payoff quote. Basically, it made me drop everything and run to Huntington to wire them the money immediately to avoid additional interest charges. As a consumer or a business owner, I would think long and hard about dealing with such impersonal employees and a bank that hides behind faceless committees, that show no loyalty to good-paying local customers. maybe they should just stay in Lakewood and leave this area altogether.

We're sorry to hear your experience wasn't as positive as it should have been. Our lending team takes customer service and satisfaction very seriously. We appreciate your feedback.