We have closed our accounts at TCCU as of today. We traveled 20 miles to the Credit Union to finalize paperwork on a loan. When we arrived, my wife needed to use the restroom, but was informed they don't have "public restrooms". She walked a block or so in downtown Austin to Franklin's BBQ that allowed her to use their facilities. When we got in to see the loan officer, we got the same explanation as the receptionist: "We're not allowed to let people behind the teller desks". At this point, I decided not to pursue the loan. Someone I assume to be the bank manager came over to offer the same explanation. I asked, if a person had a true emergency, could they under some circumstance use their restroom. She replied, "Only if they sign a log and are escorted by CU personnel." Shouldn't they have led with that? At this point, I closed our accounts. read more

Continuing my earlier list of problems: (13) Most password reset systems send out a url for the user to click in order to initiate the reset. Instead, TCCU sends a temporary password, which is an acceptable alternative, *if* TCCU made it extra-clear that this is what they're doing. But they don't, which results in some users skimming the message and clicking the link in the message thinking that it's the reset link, when it's actually an unsubscribe link. To wit, the subject of the message should be changed from "Lost Online Banking Password Request" to the more specific, non-ambiguous, "Here's your temporary password", *and*, instead of listing the entire cryptic URL for unsubscribing (!), the message should instead be HTML email with the hyperlink embedded in the word "Unsubscribe". (15) There's often a phenomenon in customer service where a customer has a problem (the original issue), then when s/he tries to solve that problems, s/he runs into more problems, such as a bad website or clueless support reps (the resulting issue). The resulting issue often makes the customer even more flustered than the original issue. Compounding this, when the customer explains the original issue and then the resulting issue, poorly-trained support reps zero in on the original issue and completely ignore the resulting issue. That creates a NEW resulting issue, and the customer could then wind up stacking half a dozen resulting issues while desperately trying to get staff to even *acknowledge* those resulting issues, much less actually address them. This happened to me multiple times. I told the first phone agent that I logged in but couldn't find where to change the answers to the security questions, so is it possible to do that on the website, and if so where? She didn't know (which is a problem in and of itself), so she put me on hold, and then when she finally came back she said, "Yes, you can change the answers on the website." (Groan.) I told her that was unhelpful, because I'd already told her I was logged in and couldn't find where to change the answers, so again, WHERE do I change the answers?! She put me on hold again, and then came back and said, "When you log in, you can change the answers." (Groan.) I told her, "This is the THIRD time I'm telling you that I'm already logged in, which you're ignoring. Let me speak to someone else." She transferred me to a supervisor, I explained that I told the previous rep that I was logged in and couldn't find where to change the answers, but she kept blithely telling me that I could change the answers on the site, which didn't address my query of WHERE could I change those answers? The supervisor likewise completely ignored the resulting issue (the bad service from the first agent) and instead tried to solve the original issue (how to change the security answers). They've failed Phone Support 101: LISTEN to the customer, and if there's a resulting issue from an original issue, address the resulting issue FIRST. (16) When I log in and click through to my checking account, the website says, falsely, "There are no transactions yet." THIS IS BLATANTLY INCORRECT, as I actually have numerous transactions. Again, it's bad when any website gives wrong info, but especially so when the site is a financial institution. What they really *meant* to say is, "There are no transactions in the last 15 days." It's bad when customers have to second-guess the website to try to figure out which things are true and which are false. (17) The 15-day default for the transaction (tx) window is utterly ridiculous. The *minimum* default should be at least the last month's worth of transactions, and if there are none within the last month, it should show at least the last 20 txs. (18) There's a horribly unintuitive "Scroll for more [transactions]" feature. You have to scroll down, BEYOND the visible list of transactions, then have to scroll back up to see how many transactions it deigned to show you. (19) They get kudos for letting you resort the txs into chronological order (to match what your bookkeeping software likely shows you), since most banks and credit unions don't offer that feature. read more

Their customer service is amazing. Their staff are friendly, knowledgeable, and helpful.

TCCU has been great for me for the past two years I've been with them. I went though a divorce and job loss and my credit took a devastating hit. With TCCU, I was able to raise my credit significantly by getting a secured credit card and getting small loans to help boost my numbers on my credit score. The staff are all amazing and they have been very informative. There are times the response has been delayed, but nothing too long. I would have to say that my only real complaint with them is that they closed locations. They are left with only one location right now and I wish they still had the one by my house. read more

This bank is a shared bank for some out of state banks. The two employees that helped me today were awesome. Great customer service. So helpful! read more

I have been a member of TCCU since 1984. Consistently, throughout the years, the staff has gone out of their way to be friendly and helpful. I have borrowed money to buy cars, pay taxes, help relatives, and even get a refinance mortgage on our house. I have recommended TCCU to friends and new Travis County employees and I would not hesitate to do so again! read more

This is probably one of their worst bank experiences. Twice I've had to deal with slow / incompetent customer service regarding generating a cahsier's check and depositing a cashier's check. Weird place. read more

I have been a member of this credit union for several years now and the recent changeover in staff has been a serious detriment to them. A staff that used to be friendly, courteous and efficient has been replaced with staff who are very discourteous and do not appear to have working knowledge. Subsequently, I have experienced delays in the posting of deposits to my account (even DIRECT ONES) which have been historically credited at the point of opening hours. The last two instances, I have had to wait until well into the workday to see my midnight direct deposit credited. When I have called to complain about this; I was given a very dry; non-customer friendly response. COVID-19/pandemic has affected us all and is NOT an excuse for rudeness and flat out incompetence. read more

I have been with TCCU since I was 18, financed all of my cars through them. 15 years later still banking here. Wayne and his team at the main branch are simply fabulous! They never hesitate to go above and beyond, their customer service is stellar. Bank local! You're in good hands! read more

Offers a personable experience that is rarely encountered in corporate banking. They also have unbeatable rates on safety deposit boxes, too. However, their aversion to concealed carry has prompted me to looking for another banking institution. read more

I have done business with TCCU for 16 years. They are far and away the best "bank" I've ever done business with. They are all friendly, courteous, knowledgeable, and go out of their way to make your "banking" life as easy as possible. I like to tell Wayne that everything that we owe, goes through them. They offer everything you might need at a very reasonable cost, and I really like the personalized service. They are throwbacks to the old Austin we knew and loved. I can't rave about TCCU enough, give them a try! read more

Not sure what happened to this bank but it really sucks now. I had someone call me tell me my payment is late and ask for payment. Ummm they auto draft the payment and it already came out of my checking.....where the hell is it? Oh yes I see it now we have it. Hmmmm ok. I went to buy a car and decided to call ahead and get pre-qualified. They call me 2 days later wanting a vin # first! Rbfcu got to me within hours. Rbfcu it is guys! read more

TCCU is the best. Customer service is bar none. Bank president Wayne Watters is so personable. They treat you like family!!