Over my 15+ years of using UFCU for my banking needs, their customer service has gone from absolutely fabulous to absolutely specious. Now I have gotten a situation where I am temporarily living outside of Texas, and I have been trying to get a replacement debit card FOR THREE MONTHS. I get my account statements every month, yet they are seemingly unable to deliver me a replacement card. I give up. I'll be transferring my account to another credit union. UFCU acts like a regular bank and does not concern themselves with their members needs. Shame on them. read more

If you're thinking about refinancing your mortgage w/ UFCU. DON'T!! Sonia David and Nicole Southerland are the loan officers I worked w/ to refinance my mortgage and they were not only uncommunicative (don't answer their phones, messages go to voicemail and they call you back at THEIR convenience) but also deceptive. I was told that if I paid $425. for an appraisal that my refinance would probably go through. Well, it didn't. Now I want my $425. credited back to my bank account and nothing more to do w/ UFCU. As soon as my last check clears I will be moving my account to another credit union. I cannot emphasize enough how deceptive this process was. Even toward the end I had to call Sonia to find out the status. Neither of them bothered to call me!! read more

Do not use the UFCU. I had a few hundred dollars taken out of my account. Since I didn't notice it initially, I was not allowed to dispute it (because it fell outside their designated dispute time). Do not make the same mistake I did of thinking it would be more ethical to use the local credit union, or thinking that they themselves would be more ethical in their behavior. read more

There is hard to deal with this bank, they do not have direct numbers on their branches, their employees try to do their best, but many are not well trained to give the right answer. I thought this bank was better than my ex bank b of a, which i am thinking banks are the same. Ready to make money over customer service. I won't recommend this bank at all. read more

Brad at the call center went above and beyond in giving me customer service with a smile. He was quick to figure out my issue and resolve it, then went the extra mile to treat a longtime customer like family. This is why I choose UFCU!! read more

We've been a member for years. Until now we've always had a very positive experience. I financed a car purchase last week which suddenly changed the vibe. After some pause I figured out the difference between this interaction and my previous encounters. The difference is that I asked the folks I dealt with to help carry out this transaction to fit my needs and timetable rather than their own. In this instance I was purchasing a vehicle from an gentleman whose parents had both died within the last year. This mean that he needed various legal documents to prove that he could legally sell the vehicle. At various junctures I would send documents to the credit union to see if they met their requirements. I'd send them over and then we'd wait. And wait, and wait. When I asked for an update I'd get "Well, I guess old so and so hasn't had the chance to review the docs. I'll send them another email." It seems that it is very rude to actually call a co-worker or to walk across the hall to inquire as to the status of a pending request. When the gentleman I was purchasing from indicated he'd be in the vicinity the next day for other legal matters concerning his parents estate I called, again, and asked if they could please review the documents they were holding in hopes that the sale could be done that day and not make him come back into Austin twice on separate days. Because I had some urgency behind my request I called within a couple of hours to follow up on my first call. Man, talk about your icy silence over the line...... Oh, the interest rate we were quoted ended up being different than the one we settled on. It seems the gal on the phone missed something that meant the rate we would end up with was .10 higher than originally quoted. When I asked what happened I got a nervous giggle in response and nothing else. Finally, the lady who helped us actually close the loan finished with "I can see from the notes here you've had some difficulty". I'm guessing my insistence on the credit union actually doing it's job in a timely and professional fashion had been duly noted in the file. I like the more laid back atmosphere I get from the credit union, that the person I deal with usually won't be attempting to sell me something just to meet a quota. I don't like it when this same attitude feels like they don't have to be responsive. read more

First, I will say the customer service is wonderful but beware if you have a auto loan. My car got repossessed and I was only a week late and contacted the loan officer to say it was going to be taken care of in a couple days. My note was under $200? I've been a member since 1995 and recently got laid off. So beware....... read more

Great bank! That is, as long as you are residing in Austin and able to go in and talk about your situation with bankers. If you need to make any arrangements by e-mail, or dare I say it, phone, you are best served elsewhere. Like the situation I am going through presently where I have moved to Dallas and MUST deal with the attrocious customer service that exists outside the friendly tellers and staff at the branches. The only conclusion I can draw from my horrible experiences with customer service and any and all representatives I deal with over the phone or via email is met with unfriendly, uncaring and above all incompetent responses from those I must deal with. Even reaching someone in Collections is near impossible as the wait times are bordering on ridiculous (45 minutes) plus it helps no one ever answers their direct line, even when they call and leave their extension. Either they must have very amateur staff/management or do not pay well beyond the positions in the actual branches themselves, is just a couple educated guesses on my part. Either way I am taking my business to USAA including loan and other business and would advise others to stay away as these bad practices are ruining what used to be a very reputable financial organization. read more

I used to recommend UFCU to anyone searching for a new bank or credit union but not anymore. They convinced us to merge our truck and boat loans into one offering an excellent interest rate and we agreed to do so under the explicit understanding that we could separate the loans out if we needed to in the future. We decided that we wanted to sell the truck and now they won't separate the loans even though we planned on paying the boat ahead a few months! The "manager" we spoke to was blatantly disrespectful and basically told us that the loan officer who lied to us is no longer employed there because of these issues and our only option to get rid of the truck now is to sell the boat as well, AND good luck selling a boat in the middle of winter. I don't care if she doesn't work there anymore, if your employee said it you need to follow through on your promises! I am so disappointed in the member services and customer service- we were thinking of getting our mortgage with them next year but you can be assured we will be taking our business elsewhere and I'll be paying off my credit card and loan with them and closing my checking account. I'll also make sure to let all of my friends and family know that they won't keep their word to members. I am disgusted by all of this. read more

I recently refinanced my truck I was helped by Juliana Mejia she was awesome got everything done on a Saturday and thanks to Patrick who she was on the phone with he helped push the paper work thru. read more

I thought a credit union would be different but this one is just as bad as a regular bank. Good luck getting anyone to help you with anything on the phone or in person. Wow what a disappointment. read more

Wow, I was fairly happy with them for a while. Have a checking account, savings account, car loan and personal loan. I do all my banking online. Then when I got ~20 days late on my car loan, UFCU suspended my ability to manage my accounts online. I cannot log into my online bank account until I pay my car loan. This is absolute BS. read more

Its pretty rare to actually like and be able to recommend a bank/credit union to others, but UFCU seems to be legitimately good at what they do. I've had an auto loan with them for three years, at the beginning of which there were not a lot of places in town willing to give me a loan. Long story short three years down the road UFCU has helped me to greatly improve my credit and I've recently started doing my checking through them as well. I have never waited more than a few minutes to speak to someone whether calling or going in directly, excellent customer service. read more

As a credit union, UFCU is infinitely better than a bank by default. It's free of the high pressure sales and corporate clones often found at banks. I've always encountered genuinely nice people and professional service at UFCU. The interest rates offered on loans are more competitive and business hours are more extensive than what's typically available at banks. You've also got to love having access to hundreds of free local ATMs through the Austin Credit Union Alliance and shared credit union branches across the country through the National Shared Branch Network. Another great service is you can walk in to get a replacement debit card at the Steck branch. Additionally, you can take advantage of periodic free shred days to shred personal documents at the 45th Street location. I have to take off one star for the typically slow service both at the drive-thru and when visiting with an advisor inside. Other than that, I can't say I have any complaints about UFCU. It has been a great ten years being a member! read more

had the worst phone call experience and all I wanted was to make sure my payment was on time and it was but had to talk to 3 people. One being a supervisor. Will make sure I do not talk to the same guy again. Will put a note by my screen so I remember to hang up if I get this so called CS person again. read more

I have been banking at this branch since the early 1990s and with the credit union since the 1970s. Rates, banking services and customer service are always tops. Most recently a teller showed me how to save more money with the young savers accounts for my teenager. I think the knowledge and attitude of the employees make the place. read more

opened an account so I could put away money for an emergency.... needed it and found out that they took 40 bucks from me because of 'inactivity'. excuse me isn't this a savings? To not use it till you need it! Thanks and don't believe the "HYPE" of credit unions. read more

Will never go anywhere else! this is the most understanding bank you'll ever have! I was recently in a car accident and got a little behind financially causing my acct to go in the negative. I decided to call and email them about the situation, not expecting the service I got! they waived the bank over draft fees, completely clearing out my acct. I couldn't believe it! Will never ever go anywhere else. They are simply the best! better than all the rest:) read more

I've used UFCU for a few years now and decided to get my car financed through them. I've always paid on time but recently had personal financial issues. My payment was due on the 17th of every month, I was on my way to make a night deposit on the 21st and I was just getting out of work but my car was already repossesed. I was very embarrassed and thought my car was stolen. I can't get to work, my fiance wrecked his vehicle in the beginning of the month. I wish there was something I can do, this is is not right. read more

UFCU is truly the WORST bank I have ever had exposure to. If you are new to Austin like we were, do whatever you can to avoid UFCU. In the last 12 months, our identity has been compromised 4 times, their rookie mortgage brokers nearly cost us our house, and I have now been waiting on my most recent check order for over 1 month that after three calls to customer service, they still haven't managed to get right. Trust me, this bank can't even process a check order. During one of the four card compromises this year, I happened to be in Vegas at the time. I called UFCU Customer Service and asked them to cancel the check card that had been stolen. Instead, they cancelled the only card and only access to money I had left available to me. Once I realized they had done this, I called back and asked them to reverse it which they said they couldn't, effectively leaving me stranded in Vegas with no access to money. I met with a couple of their senior level customer service managers upon my return to Austin and they told me they had no record of me ever calling or losing my card. Therefore, there was nothing they could do. The lack of customer service and general indifference towards even the most basic rules of business operations is truly breath-taking. Avoid this bank at all costs! read more

They do not take care of or care about their loyal customers. I had multiple auto loans with UFCU over the years, all paid on time monthly and all paid off. About a year ago (when I switched to Telco) I was seeing advertisements and receiving mail about their very low interest rate on used auto loans. When I called them about the interest rate on my two at-the-time current auto loans (because my rate was significantly higher) they refused to lower my rate to anything close to their advertised rate, even though I have the credit score for it. I called and spoke with two different UFCU reps and both said it wasn't possible to lower an existing rate (despite the rate brand new customers walking through the door were getting). I took my business to Telco, where I got 2.something% (slightly less than UFCU was advertising). It was also very difficult to set up an online account (I finally gave up), and they charge you $5 to make a payment over the phone, so I ended up going in to the branch every month to pay (yuck.) read more

Considering that they try to help people make better financial decisions and serve the "university" community, they totally fail to realize that the majority of students and young people are riddled with student debt. The overdraft fee they charge if $40, which is more expensive than most other banks - Chase for example charges $34. Now we ALWAYS try to avoid overdrafting as much as possible, but unfortunatly when it comes to paying bills and then sometimes having to put gas in the car to go to work or spend $10 on groceries to get by until pay day.... They may refund one overdraft fee, but if you happen to get anymore they will basically say "screw you" and lecture you on budgeting. I will be filing complaints against them with the Consumer Financial Protectuion Bureau for several overdraft fees I was recently charged by them as a result of a delay in my direct deposit due to the company's accountant being in the hospital (of which I provided documentation). read more

In my mind, this bank has gone downhill. I've been a member since 2003, and all I've really asked of them is transparency about any restrictions on the use of my debit/credit card. There should not even be any, since I have a lot more in my account than I ever spend. But what Lois Turner, in card services, told me about the limits on my account have simply not matched up with reality. I would not have been able to buy a much-needed bed today, at Macy's, had the sales person not been able to figure out how to get around what was an unannounced $500 limit by breaking up the transaction into two gift-card purchases. Even if this is a merchant-imposed limit, UTFCU should at least let me know I have to check with every merchant every time if I don't want embarrassing surprises, and why I have to do so. One thing I really need from a bank is reliable communication, and I do not receive that from UTFCU. read more