We've had good experiences with East Texas Professional Credit Union in the past -- great car loan rates and friendly in-person service. Unfortunately, our recent experiences have been very disappointing. First, we were told we had to drive five hours to a branch in person to initiate a rollover. When we got there, we learned that wasn't true at all. All we needed to do was initiate it through our brokerage account directly. We weren't given that information up front, so the trip was a complete waste of time. Second, when we did proceed with the rollover check, it was mishandled. The check was sent without the account number, got rejected, and then was deposited into our regular account with a stop payment fee charged to us. It took more than two weeks and multiple inquiries to get that fee refunded. And when the refund finally came through, it wasn't even deposited into the correct account. Throughout this whole process, there was no communication, no explanation, and no apology. Finally, when we tried to make a principal-only payment on our vehicle loan, the service was just as poor. We were told it couldn't be done until the following week because of ACH, even though the funds were clearly available in our account. The representative promised to call us back multiple times but never followed through. We always had to chase her down, and every time we did, we were just given another excuse. Between being given misinformation, wasting time and travel, mishandling our money, refunding fees incorrectly, and failing to communicate, we've lost a lot of trust in this credit union. This whole experience has made us consider leaving ETPCU altogether. I hope they take accountability and improve, because this level of service is unacceptable. read more

I am a local business owner, and my experience trying to coordinate basic account services here was fraught with unnecessary hurdles and a lack of professional follow-through. Instead of providing solutions, I was met with "red tape" and outdated procedures that felt more like gatekeeping than banking. There was a significant lack of clear communication regarding requirements, leading to a "runaround" that wasted valuable time during my business transition. No one really seems to know what's what and what's going on in this institution. In an era where efficiency and digital integration are standard, this institution feels stuck in a "manual" mindset that is not conducive to growth or modern entrepreneurship. I have since moved my business and personal accounts to a different institution that actually values my time and understands the needs of a scaling professional. they also nickel and dime you on everything. Since I am moving out of their Service area, they waived the fee of closing my account within a month. Bottom line: If you are a business owner looking for a streamlined, supportive banking partner, look elsewhere. They are more focused on finding reasons why they "can't" help you than finding ways they can. read more

I received great service. Everyone was very friendly and helpful. I would recommend ETPCU to anyone looking for their local banking needs. Thank you read more

I have been a primary account holder at East Texas Professional Credit Union. Recently, the bank froze my accounts and applied a $19,000 loan belonging solely to my mother to my accounts, even though I had no connection to the loan and my funds were entirely my own. When I contacted the bank to explain and offered to resolve the debt myself, they refused to cooperate and insisted only my mother could handle it. This caused significant inconvenience, including travel and additional costs. While the funds were eventually returned, the lack of notice, refusal to work with me, and dismissive behavior show a serious disregard for customer rights. I would caution others to be careful and ensure they understand the bank's policies before opening an account. read more

Very unprofessional bank. So many many points I could make as to steer people away from using this bank. But I'll just list a few. Tellers pocketing cash deposits and not logging them multiple times. Rude managers with bad attitudes and always assuming they are in the right on everything. Overdraft fees without being overdrawn regularly. Just a very very bad bank, they appear to be proffesional on the surface but when you have an account issue, that is when their true colors show. Steer clear. read more

My husband passed away and when social security sent my MINOR child a benefit payment the bank returned it to social security and told them that the recipient had passed away (who was my daughter) and now social security is trying to fix this banks error and send me a payment to another bank! read more

I wish I can add something positive about this credit union, but nothing comes to mind. I had just moved to a new location and upon informing them of that so that I may get my new debit card when it expired, I thought everything was set. A few days into the final month, I was informed the new card will arrive by the end of the month. 2 days prior to the end I call these guys asking about it and found out that they sent it to the wrong address! Rather than admit to the mistake they argued and then accused me of purposely giving them the wrong info and now I have to wait another 6 to 7 days on an expired card while someone else has my card. I wish I could change banks at this point. No accountability, no attempt to rectify. read more

I have applied for 3 loans over 5 years. I have had a 750 credit score consistently during this time. I have been approved for 2 loans and one loan I never got an answer? The last loan I was approved for was a home equity loan. I had to pay for an appraisal of my home and was told after the appraisal came back that I could only borrow 20 percent of the equity amount. Now, I told the home mortgage center loan officer, who's name rhymes with Tara, in the beginning, that I thought my house would appraise in the low 400's... she never mentioned that I could only barrow 20 percent of the amount. the other loan I applied for before this and never heard back from was weird. The lady said my credit was good and that I would only save $20 a month. I told her that $20 was okay because I just didn't want to deal with the bank that I originally got the loan from. She said that's great and I never got a call from her again... the 1st loan of the 3 I was approved for and did actually, get the loan for a car. was a long, drawn out process that took 4 weeks.!!!! The lady who was putting my loan together, quit in the middle of it. It took the bank 2 weeks to figure this out. It's my fault for trying to deal with ETPCU this much. I am closing my account and moving on. Something is wrong with management and the culture there. read more

Most inept bank I've ever delta with. Went in with 200k in equity on our home asking for 30k to buy a lot. They came back and said we had to much debt..... all our credit cards are paid off each month. Self employed accountant and have never had a loan denied in 40 yrs. HORRIBLE BANK RUN!!! Opened account before we did loan put 10k in them told is we had to wait 2 weeks before we had access to a dime! I showed them our check cleared the other bank it went on deaf ears. read more

I was a member of the East Texas Credit Union, which was absorbed into ETPCU in the merger. I recently had a problem when the chip on my card malfunctioned. When I called to inquire about getting a new card, I was able to get through fairly quickly (which I did not anticipate). I spoke with Josha in the Member Services Department at the Longview, TX location. She was super friendly, accommodating, and helpful! read more

Just did an auto loan with a woman named Paisley. I have had the most frustrating time with this process. I have been called several times to come back up to the bank to sign more documents that didn't get signed when I was there THE FIRST TIME. On top of all that she is impossible to get a hold of as her phone goes straight to voicemail every single time I call. Very very frustrating experience to have to stop what I am doing in my work day to come up to the bank to sign documents that should have been signed and submitted weeks ago. She also screwed up my payment method and am now having to go up there AGAIN to make a payment. read more

Terrible! The worst customer service ive ever experienced in my entire life. Ive never had to call the bank so much ever until i started banking here. Ive been here 3 years and i should of left when they lost my loan papers not once but 2 times! Recently ive started using the mobile deposits for personal checks for my small business and the first check was on a 7 day hold because it was the first time using it. Ok no big deal. The second time it was on a 3 day hold then moved to an additional 7 day hold without notice. I went up to the bank and was told that it was because i didnt have a built history of using mobile deposits and that the next time it will be depsited in the 3 days. He said as long as i keep $25 in my account 3 days is all it takes. Ok so on the 9th i did a mobile deposit and the app said it would be deposited on the 14th. Well the 14th came and no money. So i call and tell the girl that my money hasnt been deposited and before she even looked into it was giving excuses. "Thats because we haven't recieved the check to pay you." Not true i used the mobile deposit. "Oh well its on a 3 day hold." Yes i know, i was supposed to get payed today... then she decided to look into it. She called the person who handles the mobile deposit and told me that she decided to put the check on a 14 day hold. I asked why and she said it was because i didnt have a history at the bank. Not true... ive been banking there for 3 years. She looks and says "oh, yes i see.." a long pause then she finally says "well, she decides the holds according to company policies." I ask to speak to a manager and i stead she forwarded the call to the "she" who decided to hold my check. I got a huge round about excuse mainly because i didnt already have $200 in my account they wouldnt cash the $200... but then goes on to tell me that if the check doesnt clear i wont be penalized... how does this make sense. I asked to speak to her manager and she refused. I asked to get his name and she gave me a bogus name. Guess what!? I still dont have my money. How in the world can someone expect to live and budget when you have someone on the other end holding money and pushing extensions for absolutely no apparent reason? At the end of the conversation she told me "ill tell you what i can do for you today. I can drop the 14 day hold and release the money to you on Thursday." I asked her why Thursday and she said to make sure the check clears but if it doesnt i wont be penalized... Save yourself some stress and just bank elsewhere. Ill be closing my account as soon as i get my money. read more

My wife and I have been members for almost 20 years and have been taken really good care of. We have had many auto loans over the years, at one point our credit took a big hit and ETPCU did not beat us up with sky high rates. We did have higher rates than when we have had good credit, but they treated us right. They have always beat the rates car dealers offer other than the zero interest rates, but your better getting a loan at the credit union and taking the cash back offered by the dealer. My only complaint which isn't really a complaint is I wish they had better rates on RV's and it would be nice if they had VA Home Loans. read more

I have had nothing but the best from this Credit Union. Most all of my business dealings have been through the Spring Hill location. They have been very helpful in all aspects of my banking needs. I will and have for the past 30 years recommend everyone to give them a try. I highly recommend ETPCU for all your banking needs. read more

I am very disappointed with this credit union. I tried several times to download the app. But was unsuccessful. When I moved out of town, I had problems with my car payment that are still not resolved. I will never do business with this company and will never recommend them. read more

I have been a member here for many years and have been in the Credit Union for help with problems concerning getting on line on my computer and everyone I have gotten help with has been nothing but kind, helpful and friendly. I would not think of going anywhere else. Thank you for helping me and doing a good job. Shirley T. read more

Very poor customer service! We paid off our truck and the payment cleared my bank on 9-11-2017 yet they held the title for 30 days because they said we were behind on another loan that had nothing to do with the truck account. We had in fact caught up on the other loan but the title clerk didn't check her accounts and mail it. We were told by 2 different CS people the title was mailed on 9-23 so we were looking for it. After 25 minutes arguing this was not right, she finally apologized after seeing we were in good standing on the other account then made it sound like she was doing me a favor by mailing me a title to a truck we paid off 30+ days earlier. read more

Without a doubt, theist clueless customer service I've seen. We came to clear up some issues on my moms account. It took 45 mins and multiple calls to change beneficiary?? Why is mom keeping her money here? read more

Don't go to Flip for your Mortage loan go elsewhere! He is a horrible communicator (I've heard this from tons of others as well) and expects you to read his mind! One thing goes wrong And he ditches ya! He is horrible ! I can't believe I had referred people to him in the past. Won't do it again! Other then that, rates are great and I like the bankers and tellers. read more

Very poor customer / member service.All decent loan officers seem to have moved on. Alway quick to charge extra fees, they say they have to because that is where revenue now generates. No one cares after you reach 55. Will have to move on. Sad, they previously were so caring, not last few years. read more

I have always had excellent customer service with this credit union, both over the telephone and in person. I have been with the credit union for over 35 years and have never had a problem. I'm a senior citizen and unless things change, I will never consider using any other banking service. read more

They used to have great customer service a few years ago, but it has declined past the point of the big national banks. The last few times I've been in it has been absolutely maddening dealing with the staff. You would be better served to deal with Austin Bank or Texas Bank and Trust. I deal with all 3, and East Texas Professional Credit Union is by far my least favorite. read more