Over last 10 years Bank went from the best to absolutely the worst! Letters gets unanswered, personnel doesn't know simple common procedures - example - I sent a letter asking to close my Roth IRA CD and cut a roll-over check payable to Scottrade - my new IRA holder. I have done similar roll-overs many times and procedure always was the same for the closing and opening the accounts and name on the check. In DFCU they even had no Customer Service - Sales was handling Bank patrons. They ignored my first request (didn't want to give me my money on CD maturity), ignored my second letter, made me come to the Branch in person instead of work and tried to cut a check in my name instead of roll-over check - meaning - I would have to pay tax on big amount I was planning to roll-over. When I explained, Sales was rude, completely unknowledgable and fearlessly rude. Finally one smart person told that Sales woman how and what to do - exactly I requested and what Scottrade asked for. My letter to CEO was answered, of course. In fact, it was a survey they had on the table. I stated they are rude and I am unsatisfied and explained why, but no one from Direct Federal Credit Union didn't care. BUT point is - their service is completely bad, they do not do what Client is asking, they do completely the opposite each time.