Reviews

Review Details

• Review fromP. W.

  Date: 02/26/2025

  Took a car loan out in May 2024. Transactions were done completely over the phone. We were ask if we wanted the insurance coverage they offer that would cover payments if either of us were out of work for anything medical, fmla, etc. and we agreed to the coverage. January 27, 2025, my husband had surgery on his hand and would be out of work for 3 months. The week before surgery, I called the credit union to check on the coverage and was told by a credit union representative it would cover him being on FMLA. I was told to contact Trustage, the company that the credit union sells the insurance through, to set up the claim. I did this and was told it would be covered but we would need to call after surgery to confirm his surgery, but claim was started. After surgery, Trustage then proceeded to tell us that he would not be covered because him being out was considered disability, not their description of FMLA. I explained we were not told that prior when I called and then I called the credit union back to try to get them to help. They called Trustage and were told the same thing. I spoke to the loan department manager, ****** and explained one of her employees told me the week prior that it would be covered as well as talking with Trustage and starting the claim the week prior. The employee at the credit union was ***** and the employee at Trustage was ****, as I documented speaking with them!! Manager said she would check into it and we were told by her, after she spoke with Trustage, to file the claim in my name because Trustage stated their FMLA coverage would cover me taking care of my spouse. I explained to her I asked about that when they said they weren’t going to cover my husband but told me what they cover. I was told they wouldn’t cover a self employed person(I am founder of a non profit recovery home). I tried to explain that to the manager but she said do it anyway because that was what she was told by Trustage! We did it her way and was once again denied!

  Kimberly Clark Credit Union

  Date: 02/28/2025

  *** and Mrs. ******** spoke to the *** at the credit union and she explained to them the process for filing a claim to the insurance company. This is the comment from Ms. ******* at the credit union.On 5/16/24 a loan was processed for the ********, and they did purchase Debt Protection that carries a Plus Benefit. They received a copy of the attached paperwork, on page 2 it states in bold print This protection will not protect You during a leave of absence that occurs while You are a Temporary Employee, an independent contractor, self-employed or employed by a joint borrower. The ******** called the credit union on 1/31/25 very upset that Trustage (credit union ins company) was not paying their claim. They stated that one of our employees told them the claim would be paid through ****. The employee they talked to said she did not tell them that, that she told them they would need to file a claim to see if Trustage would pay. I called Trustage and they advised us to file a claim under the wifes name, the original claim was filed under the husbands name. I then called them and told them that Trustage would be contacting them for paperwork for the claim. At no time did I tell them this claim would be approved, I simply told them the claim was filed and that Trustage would make the ****************. ******** called back on 2/26/25 mad again because Trustage did not pay the claim for his wife. At this time, I offered them a 2-month skip-a-pay so they didnt have to make the payments and he refused my help saying no they would pay what they owe.We do not make the determination on what the insurance company pays and what they dont. Every member receives a copy of the insurance definitions for their review before they take the insurance out. We regret that the insurance will not pay, but we did not make that determination

  P. W.

  Date: 03/05/2025

  The loan was all done while we were traveling via phone. We were ask if we wanted the insurance coverage by *****, who did the loan. We were told it would cover and pay car payments(I was told up to 3 months of payments )if we were out of work like for ****. **** IS A FEDERAL LAW so we did not realize that a company can pick and choose how they want to cover only part of ****. ***** is also the person I spoke with at the credit union the week prior to my husbands surgery and yes, she did tell me it would be covered under **** and advised me how to start the claim, which I did in my husbands name since he was having the surgery and going to be out of work! ****************** (spoke to ****) started the claim and said to call back after he had surgery. I did and this is when we learned they took out parts of the federal law and wouldnt cover ****. We were told it would cover me for taking care of him to try that way but my career is a non profit I founded so Trustage said that wouldnt be covered either because it was considered self employment! When I called the credit union back and was not happy with results, I spoke with management, ****** *******, she called Trustage and advised they said to start the claim in my name! As I stated before she said thats just what they told her to do with me trying to tell her they already said they would not cover me but she request we do what they ask so we did. I never said that she stated it would be covered! After that denial, my husband called and and she did offer a couple deferred payments and my husband said no we would pay what we owe but expect. Trustage to pay what they owe too! The reason we did not want deferred payments is because thats not what we were paying for through insurance coverage. We were paying to have the payments made in the event of loss of work for ****, medical leave etc. The coverage was sold to us without the people doing the selling being knowledgeable of what they were telling us it would cover!! We want the payments covered as they should have been according to the way it was told to us when purchased or we want a FULL/COMPLETE reimbursement for the amount of the insurance policy since it was misrepresented to us and wont pay!! Ms. ******* states that whats not covered is in bold writing which falls under my career BUT we initially did it in my husbands name and **** is a covered event!! **** is written bold but the definition definitely is not and its only a partial of what the FEDERAL LAW states. But in parentheses it says, as defined by the Federal Family and Medical Leave Act. That should include everything written in the federal law!! Written very oddly on the Trustage Policy! We would file a claim against them but the **** is who sold us the product and so we are starting there

  P. W.

  Date: 03/24/2025

  The loan was all done while we were traveling via phone. We were ask if we wanted the insurance coverage by *****, who did the loan. We were told it would cover and pay car payments(I was told up to 3 months of payments )if we were out of work like for ****. **** IS A FEDERAL LAW so we did not realize that a company can pick and choose how they want to cover only part of ****. ***** is also the person I spoke with at the credit union the week prior to my husbands surgery and yes, she did tell me it would be covered under **** and advised me how to start the claim, which I did in my husbands name since he was having the surgery and going to be out of work! ****************** (spoke to ****) started the claim and said to call back after he had surgery. I did and this is when we learned they took out parts of the federal law and wouldnt cover ****. We were told it would cover me for taking care of him to try that way but my career is a non profit I founded so Trustage said that wouldnt be covered either because it was considered self employment! When I called the credit union back and was not happy with results, I spoke with management, ****** *******, she called Trustage and advised they said to start the claim in my name! As I stated before she said thats just what they told her to do with me trying to tell her they already said they would not cover me but she request we do what they ask so we did. I never said that she stated it would be covered! After that denial, my husband called and and she did offer a couple deferred payments and my husband said no we would pay what we owe but expect. Trustage to pay what they owe too! The reason we did not want deferred payments is because thats not what we were paying for through insurance coverage. We were paying to have the payments made in the event of loss of work for ****, medical leave etc. The coverage was sold to us without the people doing the selling being knowledgeable of what they were telling us it would cover!! We want the payments covered as they should have been according to the way it was told to us when purchased or we want a FULL/COMPLETE reimbursement for the amount of the insurance policy since it was misrepresented to us and wont pay!! Ms. ******* states that whats not covered is in bold writing which falls under my career BUT we initially did it in my husbands name and **** is a covered event!! **** is written bold but the definition definitely is not and its only a partial of what the FEDERAL LAW states. But in parentheses it says, as defined by the Federal Family and Medical Leave Act. That should include everything written in the federal law!! Written very oddly on the Trustage Policy! We would file a claim against them but the **** is who sold us the product and so we are starting there

• Review fromLinda M

  Date: 06/19/2024

  Friendly, customer oriented and an overall great group of people. So helpful in so many ways. Glad to be a member for over 70+ years. LM

  Kimberly Clark Credit Union

  Date: 06/20/2024

  Hi *****. Thank you for the 5 star rating and the nice review. **** appreciates your business and I am very proud of the **** employees for their great member service!Sincerely,****

• Review fromCh J

  Date: 06/09/2023

  I have been with this bank for years but the customer service level is now poor. ******* in the credit/debit card department is so very rude. The tone of her voice lets you know that she absolutely HATES her job. She is VERY condescending and you can tell that she does not like dealing with the public. Every time I've ever dealt with her she has been very rude. I don't understand how KCCU can employ someone who is not customer friendly. She has consistently been rude for YEARS! We as customers deserve better and customer service goes a long way!

  Kimberly Clark Credit Union

  Date: 06/12/2023

  Thank you for letting me know about the type of service you have received. I will address this complaint with my staff and remind them that we are here for our members and to offer courteous and friendly customer service. A smile in the voice on the phone goes a long way and I want to make sure our members get that when they talk to someone at KCCU. I want to offer my sincere apologies and regrets for your unpleasant experience. I appreciate your business.

• Review fromTerry S

  Date: 03/07/2023

  I went to my credit union (KIMBERLY CLARK CREDIT UNION) to take care of business, the lady asked me for my membership I.D card before buzzing me into the branch, I showed her the one I had on my phone. She requested that I have the actual I.d card. It took her a minute to buzz me into the bank, once I got in, I was very upset! I went to one of the tellers to do a transaction and notice the buzzer lady let this older white lady into the bank without her producing her membership i.d, and I immediately made a comment to my teller, I quote she didnt have to show her I.d her response was, shes a longtime member at the bank, I responded and said me too!!! I felt discriminated against!!I called to speak to ***** (manager) she gave me excuses instead of a solution. She was totally against me!