SoT's website was already pretty bad, even by credit union standards, but then they updated it and…read moreabsolutely flubbed the rollout.
For starters, once I was finally able to log in (which was a chore, see below), I found that no transactions before 9/2/26 are visible. No problem, I thought, I'll just download the statements. But of course no *statements* prior to 9/2/26 are available either. This is a really special level of incompetence.
The login/re-enrollment was flubbed too. When you go to log in, it says "For First Time Log in [sic] you MUST enroll." This isn't my first time logging in, so if I take them at their word, that doesn't apply to me. But actually, what they *meant* was, if this is your first time using their UPDATED WEBSITE, then you have to RE-enroll. But that's not what they said. They could have been clear rather than completely freaking ambiguous, but Star of Texas Credit Union.
The instructions have a link to [re-] enroll, but it's dark blue text on a black background so you can't actually read it. This is an institution I'm trusting with my money, and they can't get even dead-simple things right. Does not inspire confidence.
Those instructions to [re-]enroll also obscure fields of the login form so you can't see them.
Then of course, when I try to enroll, it rejects my input. Credit unions famously require you to add or omit digits to your account number, but they NEVER deign to explain that on the form that asks for your number, which is of course the case here, absolutely zero clue on the form as to what format they expect. I found an old statement with the member # on it (7 digits, omitting leading zeroes from the account number), but the form wouldn't accept that anyway.
The fields hide your input as bullets, and there is no option to show what you entered so you could check it for accuracy.
The SS# field accepts dashes. Are dashes required, or prohibited, or will the form work either way? No telling, because the developer was too stupid to give the user any clue. (Best practices is to allow either.) In any event, the app rejects my form with either dashes or no dashes.
The form asks for both a PIN as the last 4 digits of your SS#, as well as your full SS#, ridiculous for 3 reasons:
(1) If you're giving them your full SS#, they already have the last 4 digits. Duh.
(2) The clue that the PIN is the last 4 of your SS# is hidden behind a dropdown. They *could* have put that hint right under the field or inside it, like, you know, a non-idiot would.
(3) People are rightly wary of entering any part of their SS# online, much less the entire number, especially when the URL isn't even the credit union's domain, it's "financial-net.com", whatever that is. The best way to authenticate existing customers is with THE EXISTING PASSWORD THEY ALREADY HAVE.
So now I'm forced to call. Guess how long I'll wait on hold when a gazillion other customers are also calling because SoT flubbed the rollout?
When you call, the system reads a long notice about how they're extending their lobby hours. That happened nearly *two years* ago. Every time you call, you're forced to listen to a long, stale two-year-old message.
The phone tree has no option for checking/savings. Since I had to pick something, I chose 2 for Operations, and after listening to hold music for a while, it eventually said "The destination voice mailbox is full" and HUNG UP ON ME.
Called back, hit 6 for Accounting, same deal: "The destination mailbox is full" and it hung up on me.
Called back, hit 3 for Lending, same deal: "The destination mailbox is full and it hung up on me.
Called back, hit 4 for Mortgage, same deal: "The destination mailbox is full and it hung up on me.
Called back, hit 5 for Collections, same deal: "The destination mailbox is full and it hung up on me. A greeting asked me to leave a message. I did. No one ever called me back.
That was the last phone tree option to choose, there are no other choices. So, it is impossible to call them to get any answers about your account.
Incompetence Olympics.
I was forced to visit the branch. Of course I saw staff on the phone helping other customers who couldn't log in, entirely as expected.
