My husband and I have been with VyStar for about 15 years. We've had two auto loans, a line of credit, a HELOC, credit cards, and our last mortgage with them, all paid in full. We've had our business accounts with them in the past and on average we had about 6 different accounts open at one time, including our retirement accounts. We've never had a late payment, and used them for all our banking and loan needs over the years. To say the least we were very loyal members. We used to love VyStar for their outstanding customer service. They made you feel valued as a member. But with the new changes they've made (and the fact they are growing too quickly in my opinion) they have become more like a bank in recent years and we've had nothing but issues. I understand growth and progress is important for a company, but they've gotten away from what matters with their members and care more about making money. One of the biggest issues we've had is with terrible customer service. The banks stopped doing a lot of transactions in branches so now that you have to call the call center, the wait times had increased significantly. The biggest customer service issues I've had though has been with their loan officers while trying to secure a loan for a new build. These loan officers are "working from home" but never are actually home when you call during normal business hours. We were given incorrect information on multiple occasions, or they were not communicating vital information at all, which affected our loan process in a negative way. They were always forgetting to return emails and phone calls to questions we had and we were having to resend emails and texts with the same information over and over because they would forget or misplaced information. There were inconsistencies with information given by different loan officers all together. They were also making us jump through ridiculous hoops with property we own out right, when no other bank or credit union we spoke to required us to do the same. In fact, the property appraiser and land surveyor had never heard of the things VyStar was requesting in their 30 years of business. We've had them do things like fail to send out expired debit card replacements, and then not allow us to get a replacement printed inside a branch so we had to wait another 10 business days to receive a new card. We've had issues with wire transfers while trying to purchase land (being given confirmation letter that the transfer took place in a branch, but it was never actually initiated). They reported to the credit bureaus that we were a year late paying off our last mortgage when we sold our house. I had to provide documentation that they originally sent me proving we paid our mortgage off as soon as we closed on the sale of our home. We've had ongoing issues with their online banking system after they made changes. The list goes on and on. After much consideration, we were so discouraged by the constant mistakes and lack of customer service, especially trying to to secure a new construction loan with them, my husband and I decided to pull all our accounts and money and go to another credit union. Sadly, VyStar is no longer a member oriented credit union.