Desert Financial Credit Union - Thunderbird Glendale

Reviews

• AS

  Angee Santi

  4 days ago
  1.0
  ATM Malfunction and Unprofessional Conduct ~ I am writing about an incident that occurred at this branch involving a malfunctioning ATM and unprofessional manner in which the situation was handled by a rude branch staff. On the day in question, I attempted to deposit $1,000 at the ATM on behalf of my daughter so she could pay her tuition and begin classes. During the transaction, the ATM accepted $600 and returned $400. No receipt was issued, and the $600 deposit did not post to my daughter’s account. I immediately entered the branch to report the ATM malfunction. I was not requesting access to my daughter’s account information, only attempting to notify the bank of the issue so it could be addressed promptly. The individual who identified himself as the manager initially refused to assist me, stating that he could not discuss my daughter’s account. However, he then claimed he would complete a dispute form, said it would be sent to my daughter, and stated that within 24 hours the $600 would be credited to her account. He further stated that if my claim was untrue, the bank would withdraw funds from my daughter’s account to recover the $600. This statement made me feel as though I was being accused of dishonest or fraudulent behavior. Despite earlier citing privacy concerns, the manager proceeded to ask personal questions, including the amount of my daughter’s tuition, which I found inappropriate and inconsistent with his prior statements. After leaving the bank, I informed my daughter that correspondence regarding the dispute would be sent to her. When we later returned to the branch together, we discovered that the dispute had not been filed, despite the manager’s earlier claim. During this time, the bank contacted my daughter stating that a dispute could not be initiated without her authorization, directly contradicting what I had been told. This experience left me feeling disrespected, misled, and treated like a criminal for simply reporting an ATM error. I have been a loyal customer of this bank for many years, dating back to when my children were young. I have never experienced this level of disrespect or lack of professionalism. Additionally, this incident reflects a broader concern I have observed at this branch. The bank has increasingly imposed intrusive and unnecessary questioning when customers withdraw larger amounts of their own money, including asking what the funds will be used for. These practices feel unprofessional and have significantly eroded my trust in the institution. Due to the handling of this matter, the misleading information provided, and the overall lack of professionalism, my family and I are now considering closing multiple accounts. I expect this complaint to be taken seriously, the ATM issue to be properly investigated, and appropriate corrective action to be taken to ensure other customers are not subjected to similar treatment. The money has not been returned as of yet. Branch staff were dismissive and failed to actively listen, repeatedly attempting to mischaracterize my statements and minimize the severity of the ATM malfunction by changing or disputing the amount of money the ATM accepted.
• NM

  Nancy McChesney

  6 days ago
  5.0
  Always have had a positive experience here since I became a member in 1975. It is my only bank!
• DK

  Darlene Kooken

  Dec 18, 2025
  5.0
  Rep knows me by name-inviting, engaging & very approachable. She always smiles & greets me. Love that lady! 😍
• LR

  Luis Ramirez

  Nov 6, 2025
  5.0
  Cheryl went above and beyond to ensure my father and I were able to start our business on the right track and helped us open a business account with Desert Financial Credit Union!
• SM

  Stewart McCormack

  Sep 30, 2025
  1.0
  We are leaving Desert Financial Credit Union. DFCU has been with holding transactions going through my account for up to eleven day to charge over draft fees. I accidentally over pay a bill so it was going to leave us a little shorter than normal so we notified the bank and they could not help us stop the payment. We knew it would be tight but the bills are paid. I paid a bill for around $160 on 9/18/2025 and it showed it was pending on our account that day so I thought it had been paid. Every other previous month the payment took only 3 days to go through my account. This month it took 11 days and it didn’t go through our account until 9/30/2025. We also had a Walmart order on September 20th, showed up in our pending transaction immediately but then disappeared and didn’t go through our account until the 27th. My wife just called yesterday and they reversed 4 overdraft fees since the accidental payment caused us to be overdrawn $6, which created 4 overdraft fees. We got positive in our account and couldn’t even get gas before you put that $160 charge through now causing us to be overdrawn again. This seems very intentional. The way you are withholding transactions is now going to cost my family hundreds of dollars. if I could leave less stars I would. We’ve had accounts with several “big” banks like B of A and US bank and though the fees were higher they didn’t utilize these kind of tactics just to make a few dollars for a billion dollar bank that pretends to be a credit union.

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