Texans Credit Union - Wylie, TX branch.
The first decade after we opened our accounts at Texans CU, things were wonderful. Now, Texans CU has become just another cookie-cutter automated, impersonal train wreck where computers take action without any human supervision or consideration of the customers, their history with the bank, or right from wrong. Computer automation doesn't care about customer satisfaction or retention. Customer service has gone from smiling representatives who listen to customer concerns to people who look upon the customers with disdain. Representatives now have a penchant for being argumentative when customers express concern over a bad policy. Rather than noting the feedback and passing it up the chain, they are quick to escalate matters to the point that customers want to close their accounts - and they are allowed to do this daily. How can they see this new business model as tenable when so many banking and credit union choices exist?
We originally opened our accounts and our children's accounts with Texans because the people were nice, and it felt like Texans went the extra mile to know and appreciate their customers. That feeling has long gone. For example, we opened an account for our disabled son so that Social Security could make ACH deposits to his account monthly. We had to have an account number to put on the application for Social Security, but by the time Social Security finished their process, 14 months had passed. We finally received notification that our disabled son's Social Security benefits were approved, but Social Security was not able to deposit his money because Texans Credit Union took the money that my son used to open his account away from him as an inactivity charge. That's right - Texans Credit Union has a policy: If you don't withdraw money from your account often enough, they will take it! When we opened my son's accounts at Texans, we informed the representative that our son is disabled and that the accounts were for his Social Security benefits. No notation was made on the accounts that it was for a disabled person. They sure will flag your account if you do anything they don't like, but they WILL NOT flag your account with helpful information like, "This person is disabled, don't take their money from them." No human was involved at all. Texans CU lets the computers take money from disabled customers automatically - 0 guardrails in place. Taking money from disabled people is egregious and evil. Congratulations, Texans CU. You have gone from compassionate to evil.
We chose to open new accounts at a large bank with international branches, where I also chose to open my business account and our primary checking and savings accounts due to the decline of customer service at Texans CU.
Our most recent incident at Texans CU was a few days ago. My wife had not used her debit card for over a year, so Texans canceled it. This is a card that each of us carries in case of an emergency, but when she attempted to use it, she found out that it had been canceled. How can we trust Texans CU when we find out that if we are ever in an emergency and need money at 4 am, on a bank holiday (like today, President's Day), or whilst traveling out of the state or out of the country, Texans CU has blocked access to our money? When my wife went to get a new card (which is an inconvenience), the banker told her that when that happens, she can just pop on into the local branch, sign the sheet, wait in the lobby, and eventually spend 30 minutes with a banker to resolve the issue. Nothing about that is "convenient", as your representative described it. Your policy is ridiculous. MY card to access MY money should not be canceled just because I am financially proactive and do not put myself in situations where I constantly have to use my Debit card. I felt secure in knowing that if I ever DID need to use it, I could. Now that trust in Texans is gone. I know that if I am out of the country and need access to my money, I am likely to find out that Texans has blocked access to it. I also know that if I contact Texans for assistance, I will get gaslighted, and if I say that I do not appreciate a policy that puts myself and my wife in danger, the person representing Texans CU will argue with me, dismiss my concerns and tell me to call 1-972-348-2000 if I have a complaint. A financial institution should not use customer deposits to make money while treating those customers like they are nothing but an annoyance.
The question Texans CU needs to ask itself is: If consumers are treated the same way at Texans CU that they are treated at the giant banks, like Wells Fargo, Chase, or Bank of America - why would they choose to bank at Texans? For access to fewer ATMs? For the same or higher rates on car loans and mortgages? There is no upside to using Texans. read more
