Infinity Credit Union Larrabee Rd, Westbrook

The hold times are very frustrating, they give you an option to leave a voicemail but you never get a call back when you do leave one.

I would like to say i have been with infinity fcu for over 25 years. I have yet to meet anyone as helpful as Barbra Esposito at the Westbrook branch. She has helped me many times and has actually become a friend I enjoy. Always positive and enjoyable. She's great!

Let me start out by saying that I have been a member of this credit union for 10+ years and never have I had a poor experience... until today. I arrived to Infinity’s Westbrook branch location today to finalize (sign and collect a check) for a RV loan. I had spoken to 2 representatives yesterday, gone through all of the paperwork and was pre-approved. When I arrived this afternoon, I had been previously assured that the paperwork would all be ready to go. I waited for 15 minutes for the paperwork to arrive from their currier, which I had no problem with. Once the paperwork arrived, I was invited into a representatives office to sign. The representative sat next to me and went through all of the paperwork and figures that had been previously agreed upon over the phone. As I signed document after document, we came to the end and the proof of insurance was missing that I had sent. I immediately called my insurance company who emailed over what the credit union needed and we carried on. As we were approaching the point of the process that the check would be handed over, the representative asked where the bill of sale was. I explained that I had the blank one that the prior representative had told me they commonly use, but that I hadn’t seen the RV yet so it wasn’t filled out. She then asked if I had the title. Obviously since I hadn’t seen it yet, I didn’t have the title either. However, I did have a picture of it that was sent to me, which I forwarded to the credit union, so they could run the VIN and see that it was a clean title. To make a long story short, the credit union informed me that the previous representative from another branch location had made a mistake and that they would need the title signed over to me as well as a notarized bill of sale before they could release the check. I was assured by the prior representative that as with the several (4-5... I forget) that I’ve had with this credit union and all paid off ahead of schedule, I would be given the check and if I didn’t like the RV or something was wrong with it, I would just bring the check back and we could start the process over again. I asked to speak to the manager at this point and she came in and gave the regular manager speech. Listened to what I had to say, said ‘okay’ repeatedly and let me know she would speak to the representative who made this mistake. It was offered that upon receipt of the signed title and notarized bill of sale that it was an option for the credit union to wire the funds to the man I’m purchasing the RV from (who lives in VT, mind you), but I’m not sure who in their right mind this day in age would accept that as form of payment. If I didn’t have an active vehicle loan with Infinity, I would have closed the account entirely on the spot. I am a long-time member with not even one late payment and a credit score in the ‘excellent’ range. Me leaving might not mean much right now, but rest assured that my once excellent opinion of you that I shared with everyone I knew will be quite the opposite from this point forward.

The staff was extremely helpful. My debit account was compromised, so they cancelled my account and made me a new on the spot within minutes. Thank you Infinity!

I would not go here. They have the worst customer service I have seen. In next few months I am changing credit unions . They are not the same as they use to be. They lost that caring attitude. Also sometimes when you call no one answer the phone. For them being a service they really should answer the phone .

Terrible customer service. Been a member for almost ten years. It's always a struggle when it comes to loans, Never missed a payment always paid early. No confidence in their members. The level of distrust is shocking. "Update" 8/3/20 Below they claim to have reached out to me. This is false. Havent received a call, email or any form of response.

Waited 30mins in the drive thru line because they have closed their lobbies once again. There are 2 lanes but I’m assuming only one teller working both lanes. The line was out to the street. They need to do something about this or open their lobbies again but I’m sure they will use the covid virus as an excuse not to. Customer service is always great but the wait is making me consider moving to another FCU.

First of all, I resent the discontinuation of the savings passbook and their bank statements and their flimsy little receipts that create paper waste! In this way, I am reduced into a non-person. I also resent having them demand my physical address when I go to the counter. A while back I went to one of the branches and into a private office to find out if they had trustees or financial advisors that could help protect my accounts. I am shocked and horrified by their apathy and indifference to my welfare and their ability to get rid of me by handing over a list of other banks. The other banks are no different. Being a credit union, they should go out of their way to protect their clients finances and should provide access financial counselors who are there to protect the welfare of their clients.

Great trained personnel with answers. Always followed through for me!

Do not go here! They have the worst customer service I have ever seen..I have been calling and trying to get ahold of someone for a week now and nobody seems to answer. I've left voicemails and emails continuously trying to get information about a loan and have heard nothing. Dont waste your time with the people at infinity.