On Tap Credit Union - Golden, Colorado

Andrew M.

As a 13-year member, I've generally been very content, so a recent issue was surprising and prompted a 1-star review (which I deleted to repost this). Matt M. completely turned things around! He went above and beyond, thoroughly addressing my concerns, explaining everything clearly, and reassuring me about some unfounded accusations from a different banker. Thanks to Matt's excellent customer service, I don't have to worry about finding a different financial institution.

Katie W.

I’ve been a loyal member of On Tap Credit Union for 13 years, and my mother worked there for nearly a decade, so I’ve always trusted this credit union. However, after multiple failed attempts to resolve an ongoing issue with my debit card, which has lasted for over a year, I am beyond frustrated and disappointed with the member service I have received.

For nearly a year, I've been experiencing problems with my debit card, leaving me unable to access my own money. I’ve contacted your call center several times, and gone through troubleshooting steps—but the issue persists without resolution. I even came into your Golden branch, unable to resolve. My mom even reached out to your CEO who assured her it would be resolved, yet it was not. Your card manager also became involved, assuring me it would be fixed, guess what, not fixed. Every time I reach out, I’m promised that the problem will be fixed, yet nothing changes.
What’s most upsetting is the lack of urgency or accountability on the part of your team. As a long-time member, I would expect more—especially when it comes to something as essential as access to my funds. I am a college student, who does not live close to the Golden area, so online member service is of utmost importance for members who are not local. Your call center asks ridiculous questions to authenticate me, such as my age when my account was opened. I was a child when my account was opened, my mother opened my account when I was 9 or 10 years old. Your call center also asked how long I have lived at the address on file, again, I have had that address on my account since I was a child. As I could not answer those questions, I failed my authentication, and had to call back in at a later time. Perhaps asking out of wallet questions regarding specific transactions on my credit card or deposits into my checking account would be a more prudent way of verifying the identity of a caller. During my last interaction with your call center I asked for a Colorado Native debit card to be sent to me, hoping this issue would be resolved. Much to my surprise, the Aspen card arrived in the mail. The same card design as my credit card. Why ask me what card design I wanted when you were going to just send a random one? The service I’ve received is far from what I expect from a credit union that I have grown up with. I opened my first credit line with you, and the assumed this credit union would be my forever institution. Your employees do not care about your members, it is apparent with the interactions on the phone and in the branch. If you value customer loyalty, expect reliable service, and like your debit card to work and to be able to access your money, I strongly suggest looking elsewhere. There are many choices in Colorado for credit unions that actually care about their members, On Tap is not it.

Brezzy M.

Amber Baca was a great help toady setting up my online banking app so I can access my accounts. Aswell as helping set up deposit with my payroll and linking external accounts with my savings. Even went out of her way to try to figure out my payroll app to see if she could help me set up amounts being sent to accounts. Give these women a raise she more then deserves it.

Raven W. T.

Matt M at the Golden branch is amazing. My husband have been working with him as our personal banker for the last couple of years and he has helped us so much from account questions, loans and so much more. We are very thankful to continue to work with him! He is truly an asset to your team!!

Jayma A.

I am always so impressed with the excellent customer service I recieve @ OnTap Credit Union. Raquel was so helpful with a new login for one of my accounts. She also told me about the 6 month CD that earns 4.25% every dollar counts! Thank you Raquel and OnTap for years of excellent service to your customers.

Todd W.

Efrain at the Golden branch provided me with Exceptional customer service and went above and beyond for me. Efrain is an example of how to treat members so they don't want to go anywhere else. It made my day. Thank you Efrain.

A M. (.

Not the same bank our family fell in love with in the ‘80s. After almost 40 years here it feels like they are more interested in getting new business than keeping the old. Had more issues over the last year and sometimes they aren’t helpful when you have questions. Wish they could bring back some of that small business charm they use to be so proud of.

Robin S.

Mary T. was amazing at helping with my personal and car loan. We were waiting for something with car loan and she kept following up and once we got it we made sure the rest was done the next time I got back and even had an issue with the old leander and she wouldn't let them hang up until we go what we need. Once again Mary T is amazing and will keep going back when needed.