I called in today to get an update as to when I would be receiving bonus reward points from a promotion at the end of 2025. I was very frustrated after talking to 2 credit union employees who told me that there was no such promotion and generally acted as if they didn't care. I was on the phone for 35 minutes and when I was being transferred to another dept my call was disconnected. I called back and my call was answered by Nisha Genani. She patiently listened to me, which must have been hard as I was really frustrated, as I explained my situation. At first she told, me as the others did, that there was no such program. I told her I had received an email in late December/early January saying that I was to receive my bonus points soon for qualified purchases during the promotion. I unfortunately I had misplaced the email but was adamant that I did and told her what it had said. She told me she would have do further research and would I mine if she put me on hold. After about 5 minutes she came back, asked if I was ok and to let me know that she needed a little more time. When she finally returned she told me that she had found documentation supporting my claim and would document everything and send to the investigation group for resolution. Dealing with Nisha was refreshing. She treated me as if I was special, took ownership of the situation and did her due diligence to investigate and and get it resolved. She treated me with respect, made me feel special, and showed me that she cared about doing was right. I appreciate all she did. She is a valuable asset to the organization and is due the respect and recognition for doing fantastic job. I am sure the next person she deals will feel the same. I was my pleasure working with her and hope I will be able to again.
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