All services went well great customer care friendly attentive customer service I am totally impressed with this service

I'd like to express my appreciation to Jamie (I don't know her last name) for assisting me with my account. I had been locked out for a month and was very frustrated with both T-Mobile and the Wellby app on my phone. Because of this, I couldn't view any transactions on my accounts. Jamie took the time to help me understand what was going on and worked with me to resolve the issue. I truly appreciate her patience and support. Great Job Jamie!!!!!!!!!!!!!!! read more

Tara was very plesant. I received my new card immediately. I used this bank for decades.

I was having an issue with my debit card. It was recently issued by the Asst. Manager of the Katy branch. I was trying setup future direct debits but was unsuccessful after 3 attempts. I called on today, 7/19/25 and spoke with Ashley Alexander in the contact center. Wow...talking with Ashley Alexander was such an awesome experience. Her patience, and kindness were noted and appreciated. She thoroughly reviewed my account situation and went the extra mile to ensure follow up with me on Monday 7/21/25. I am so grateful that she took the extra time and effort to assist me and did so so kindly. Wow...thank you Ashley you made a stressful situation for me, less stressful. I appreciate your awesome customer service. Thank you again. read more

My bank card was hacked for the third time this month Three new cards and they won't do anything cuz the transaction is pending on Christmas Eve won't get in any of my money back till after Christmas when the transaction clears then they can go as a fraudulent charge they just don't seem to care read more

This company is a joke! Dodged a bullet here. So much hassle, waste of time and nothing but a run around trying to open an account with these clowns. Can imagine the headaches of actually trying to do business with them and sure don't trust them with my money. Like, what company turns down business and doesn't care how their reputation reflects in the community smh. They should be called Well-bye cuz I'm staying with my current credit union. read more

after listening to last night's board meeting I was disgusted with the manager claiming 23 seconds to answer a call. this is not the case. I just tried calling and could not get validated. it seems basic customer service is not available at wellby read more

Worst customer service ever... and I mean EVER. No one answers customer service phones. Staff at branches are woefully unprepared for anything but making simple change (I'm assuming they can do that). Absolutely no knowledge of IRA CD's but they seem glad to pretend like they do. Took two hours to set up a simple one for me and I was the only customer there. They seemed to think it was funny. read more

JSC FCU used to be top notch, everything has degraded at Wellby. Don't believe me, try to call 281-488-7070. You will get endless robot talking / lists of numbers to press. I used to be able to call and immediately speak with someone. I'm so tired of this, the only reason I haven't changed to a new bank is the hassle of changing all my bills. The quality sucks. read more

I have always banked at the Wellby branch on Gemini. It used to be a great bank but the knowledge and experience has deteriorated over the years. I now always try to do everything online and go in person only when necessary. Wellby has opened a branch at the HEB on El-Dorado store in Houston. We went there to get a clarification of something that was told to us at the Gemini store. The Person helping me was Alysia. She was very knowledgeable and friendly. She clarified my concerns and I left extremely happy. I will now make the El-Dorado HEB branch my place to go to. I have been doing business with JSC for almost 30 years and was again tempted to leave but with Alysia's help I plan on staying. THANKS ALYSIA........ I rate the HEB El-Dorado branch with ***** stars. read more

I had a home mortgage through JSC that Wellby took over with the buy out. I am not impressed with the Wellby policies or procedures. I cannot talk to someone about my mortgage face to face, that office is in Dallas or somewhere else. While the people I speak to on the phone are polite, they cannot assist me in the information I am looking for. I am so glad I now have no other accounts or loans with Wellby and will not deal with the institution again once my mortgage is completed. read more

I've never had such an awful banking experience quite like this one. So much so that I've gone out of my way to find a way to leave a review somewhere! This isn't a review on this particular bank location, but just the phone customer service. No one seems to know what the heck they are doing. I've been passed around and around constantly. Every time I have to call (which is now once a month to pay my loan because they cannot figure out how to put my loan on their app) is a minimum of a 30 min ordeal of my life wasted. I deeply regret using them. I had JSC when I was a teen and my family has always loved JSC. They are not the same. read more

Terrible service . Terrible money security! Was great when jsc had account 20plus years closed all accounts and will never use again

I was happy with their service: fast, polite and complete. I am surprised at their low ratings.

came in for some change they took a whole half an hour to give me 14 dollars. their security guard was rude and the staff too read more

Wellby Financial - these people suck and they don't even know how to use their own system - Banks & Credit Unions Near Me - Houston, Texas

At the east shaw location in pasadena tx, Norma and Delia were very helpful, they deserve a raise.

Wellby is not JSCFCU. I never had any problems prior to the change. I was able to get a car loan in 30 minutes from JSCFCU. With Wellby it took a month. The person handling the loan insisted that I drop off some original paperwork from Honda even though I only had it as a fax from them on my phone. She required that I print it out & drop it off at the front desk in an envelope addressed to her. What no one bothered to tell me was that the person on the phone was in Deer Park while I have always worked with the main branch on Gemini. It would be three days before it got to her and a week before she got back to me. When I opened my account 25 years ago I joked that all I wanted from them is that they don't sell out to a bigger bank. I mentioned that to the loan manager who told me it was just "rebranding" to appeal to a younger clientele. I left a message with a question on 5/30. While it said they'd respond within 24 hours, it wasn't until this afternoon they asked if I still needed help. They didn't even answer the question. I told them that as the appeal to the younger clientele, they need to respond to those of us who've had accounts before that clientele was born. As soon as the car loan is paid off, I'll be closing all my accounts there. read more

I've had an account here since the early 1990's. Ever since they have changed to "Wellby" to "be competitive with the market" the quality of service has gone so far downhill. I called in today to speak with a loan officer in regards to a certain type of loan. After spending about 10 minutes with the promts, I finally got a person on the phone. Her name was "Brooklyn" and I asked her if they provided a certain type of loan and I needed to speak with someone in the lending department. I a giggling manor, I was asked to hold. After she picked back up she asked me again to repeat what type of loan I was asking for. I did so again and gave a brief synopsis of my situation and asked if I could speak to someone who handles loans. I was told to hold again. After picking back up, Brooklyn informed me that they did not do the type of loan I needed and I only had one other option. I explained again that she was not understanding and asked for a third time to speak to a loan officer. Again in a giggling and kirt manner, I was told she could not. What ever happened to helping your "members?" What happened to professionalism?? Absolute rudest experience I've ever had on the phone with a FDIC institution. I will be closing my accounts and banking elsewhere and will advise my family and colleagues to do the same. read more

Their online Banking system is difficult to use and the mobile app is worse. The customer service reps are typically new and not helpful. It is sad, I was with JSCFCU for 45yrs and it was much better, I'm surprised it declined this fast. I suggest using a different bank. read more

What a monumental JOKE Wellby is!! I retired from Boeing and have had my account since 1988. JSCFCU had better wake up and smell the coffee!!! I have an automated pension deposited every month and can't even get online to make sure it was deposited. I was told by some recording that I have been locked out of my account. This is a total disaster!! read more

Update from 10/29/2021 post: going on THREE days of no access to any of my money with JSC. I've called MULTIPLE times now, and STILL have yet to get through to ANYONE, nor has ANYONE called me back. THIS IS RIDICULOUS!!!!!!!!!!!!!!! My account has been compromised and my debit card has been on hold since 10/28/2021, but NOBODY at JSC is picking up through ANY of the numbers provided. Original post 10/29/2021 - If I could give ZERO stars, I would. The new "system" is terrible. I am also curious if other members have recently experienced fraudulent charges on their account since this new Wellby transition too. ZERO customer service. I was given the runaround and bounced from one rep to another. There were fraudulent charges on my account. I informed them they were not valid and to reject the pending charges. They stated they would place a hold on the credit card/debit card and that I would be required to contact the number in the back of the compromised card, in order to get a new card. Not only did they PAY the pending fraudulent charges after I informed them they were not authorized, they also did NOT place a hold on the card. And when I tried to contact ANYONE from the multiple numbers on the back of my card, I was placed on hold for a ridiculously long amount of time. I'm currently STILL on hold with the "customer service FRAUD" department, as I write out this review - going on almost 30 mins being in hold now. I am closing all of the accounts I have with JSC. I've been a member since 2000. This Wellby has just lost JSC ANOTHER 20+ year member. read more

Seriously thinking of changing banks. I can't believe how different things have changed... and how fast since the Wellby transition.

I was never informed that they changed the name and I tried calling today and was on hold for over 45 minutes and I just hung up!!! We will be taking all our money out of this facility by Monday morning!!!! read more

I financed an auto loan with JSC in June 2021. Unknowingly, JSC began charging me $117 every month for insurance coverage even though I've had insurance since purchasing the vehicle. I have attempted multiple times to get reimbursed for these fraudulent charges and JSC Customer Service continues to railroad me and push me off on somebody else while providing zero accurate answers. Whatever you do DON'T finance with JSC. I think my only option now is legal action. read more

JSC FCU was doing just fine until Wellby came along. Now, customer service is a huge part of what is lacking with them. My mobile app showed both personal and business accounts until that froze up and I was unable to get data from my biz account. I tried calling a couple of weeks ago, but after an hour, I gave up. I am currently on hold again, going on 45 minutes. Will be going to another bank to sign up tomorrow (and it will not be Wellby). read more

I financed my car with wellby in nov 2021. In march 2022 i tried to sell my vehicle but cant because wellby doesnt have the title. They say it was sent to harris county title office 2/4/22 and hasnt returned. In the meantime i have 5 offers on the vehicle but when they call to pay it off, they're told they dont have the title and buyer backs out. I had it sold in march for $15,800. Now best offer is $14,600 but they cant buy it because they cant get title. I was with jscfcu since 1988 with not a single problem. Wellby takes over and now costing me money with their incompetence. Car has been financed there over 5 months and they dont have title. read more

If you go to purchase a car in the Houston area and they try to push Wellby Financial on you, DONT DO IT. Making payments is a horrible hassle. No way to make payments online (Yeah in 2023, no online payments). I wish I would have paid the extra 0.2 APR and gone with a different bank. I'm thinking about trading in my brand new ram rebel GT for something else just to get rid of Wellby. read more

I recommend banking almost anywhere else. This credit union did a rebrand in October of 2021 (from JSC Federal Credit Union to Wellby Financial). Since the rebrand customer service has been non-existent with calls not answered, call back requests not honored, and IM chat through the online site also not answered. When I was finally able to speak to someone I was told 2 conflicting reasons why I could not transfer my money to another banking institution. Also, since the rebrand the site glitches constantly so it does not always show your correct information, you have to get another bank involved to try to handle money transfers and they have made procedures that used to be simple more difficult than they need be. As a long time JSC FCU member (since the 1990s) this transition has been very frustrating. JSC used to offer excellent customer service and you felt proud to bank with them. Unfortunately this is no longer the case. read more

In-person they are amazing. Online and on the phone? Completely awful. The phone experience has gone way down since the Wellby transition, and I know it can take a while to get the hang of things and get adjusted to a rebrand and restructure, but it's been months now. It is still the same as when the transition and rebranding initially happened. It takes 3 weeks for someone to reply on the chat function within the account, and even then the response is unhelpful. On the phone I finally got to someone after over an hour wait, after using the phone menu to specify which area I needed help in, and the person who picked up wasn't even qualified to answer my questions. If I'm going to be helped by a random customer service agent, then why even bother with the mobile menu to specify what I need help with? If you're local to the area and are nearby a Wellby location so you can just go in-person for any assistance, then it's a great bank. If you aren't able to go in-person due to time/distance, then I advise looking for another bank. They are not built to accommodate clients outside of the NASA/JSC area of Houston. read more

I was locked out of the telephone banking, can't get online banking to work since they changed sites, called and was on hold for 46 minutes, then the person that answered was rude. read more

Don't use this bank. They will take all of your personal information and share it without your permission. And when I mean all, I mean ALL your personal information. They have no shame in divulging your private life to complete strangers and then forbidding you to visit their location to discuss the matter. This issue appears to be widespread as I've encountered many individuals who are aware of the details of my personal affairs. This company may be hearing from my attorney. Not sure yet. But they may certainly want to be prepared. read more

I have been a member of JSC FCU since the 1980's. Overall, if I called for assistance or an appointment, the phone would be answered in 10 minutes or less. Now, however, after the rebranding as Wellby Financial, I cannot access my statement histories before October 2021. The IRS have to issue a subpoena to get the information for a tax audit, should one be required. When we tried to buy a car, we were on hold twice for 1hr 15 mins, and 1 hr 5 minutes. To obtain a cashiers check, we were still on hold after 45 minutes, when we visited another credit union, Aventa, who were finally able to help us by gaining access to our account. The result was we needed another bank to help us access Wellby. This review could have been so different if only Wellby President and CEO Martyn Pell will do what a proper bank does - hire enought people to provide a good service. Currently, Wellby is an unuseable bank. read more

Cannot get in touch with anyone, anywhere. Waited hours on phone. No answer. There is no one to talk to. If you could just leave your phone number for them to call you back it would be fine. I cannot access my account read more

So it's been the VERY LAST STRAW, CLOSING ALL MY ACCOUNTS!!! Once again asked for an increase on my credit card & once agin they denied it. All my other cards are $4k plus limits. 23 years at the same COMPANY, what are people going to do with a $500 limit for 5 years of paying on time all the time with no rewards!!! Don't bank at this bank low interest rates, but make you jump through hoops worst than a big bank. Low loan limits with high standards. For one they don't do EFT payments at all, I have a credit card & I have the bank mail the checks or have to pay at the bank. Who has time so keep doing that. Then the bank allowed the lowest limit on the card of all the cards I do have & don't offer to increase it. Better to just bank at Bank of America than here. I wish I could post negative stars. RECOMMENDATION use Shell FCU, I've been with them long & they increased my card with them by $3k without me asking. They've quickly approved personal & refinanced vehicle loans better than JSC... read more

The worst bank I've join in. Customer service doesn't seem to know how to help. I have the worst experience to transfer money outside institutions and never had problem from other bank. I understand how they prevent fraud however doing the verification is just too annoying to wait 2-4 days and still not working. Ugh read more

This company who took over a wonderful bank are morons!!! I have an auto loan with full coverage insurance. They asked me to update my information and I spoke to two people one who actually called my insurance for verification and they still charged me for extra insurance. Not once but three times the charge!!! WTH!! read more

Horrible office. I called, they told me lobby is open, when I showed up, lobby was closed and they told me to use drove thru. It took me the whole hour to get ahold of somebody, I was just seating in my car and they were completely ignoring me. Finally the guy asked me, that do I need, and he just had no idea how to give me those checks. Zero stars, horrible experience. read more

What a HORRIBLE bank!!!!! They will down right screw up your credit for THEIR MISTAKES. I am in the process of finding a new bank to refinance my car since they just totally f****ed with me and my credit!!! read more

They don't care about their customers at all, in fact, they prey on them. How? Well, for one, if you have a loan with them, they will only allow you to pay it without a fee if you come into the branch. In 2020. Otherwise, $5 sucker. This in the time when Suzie with a lemonade stand can process a card transaction using Square. Secondly, they are sneaky. They have consistently added CPI to my loan, never saying anything. They claim they snail-mailed me some letters. So, when they want payments & such from you, they will call, they will email, whatever it takes. If they are adding CPI to a loan, they will NEVER make a real attempt to contact you and resolve it first. Third, they just don't deserve to have customers. Unless those customers live within 5 miles, are elderly, and have all the time in the world. Their website sucks. I couldn't even accurately view all of my transactions. It simply doesn't work. The branch is only open during the times I'm at work, (Which is why point number one sucks so much) and they only stay open til 1pm on Saturday. If you make it before 1pm, you will wait to have any real service bc they don't want to pay to actually staff the location. read more

Wish I could leave -0- stars. JSC had their issues that I tolerated, but their merger with Wellby has been a major disaster. Some adjustments are expected by this is a nightmare of all nightmares. Messages are rarely answered and if so it is months behind, told to call if urgent but they don't ever pick up the phone (infinite hold), and now we learned they disconnected our mortgage auto-draft 4 months ago, as they went with a 3rd party for payment. took all day to fix that and get paid up, accruing late fees and I'm sure affecting our credit. Can't register with the 3rd party because our account number was changed and only a partial number is available to us. Welby said DMI handles the payments (and aut0-draft) then DMI says no Welby does, so had to go into the bank as you know even when just JSC was always an all-day adventure. They also removed some accounts from our site putting them in another account, therefore another site to register and keep track of. What a nightmare! They should be crediting us for this whole debacle, but do you think that will happen. HA. I have to spend around 4 hours at least on this so they owe me the loss of wages to the tune of $75 per hour, which seems quite fair. Staffing enough people would be nice or at least staffing with people that didn't lose out in the zombie apocalypse. Brains are important particularly in banking. read more