Very disappointed in UFCU over the past few years. It just gets worse and worse. Now I cannot even get a live human via the phone line. No option for a live CSR. It's insulting to have to go through every prompt in hopes that one will give you an option for a live human being that can answer the question that isn't covered in the prompts. I've been banking here for decades but today was the last day I'm willing to waste any more time at UFCU. read more

I have been with UFCU for nearly 25 years. For the most part, they'd provided me with good banking services. However, I recently had the nerve to seek an auto loan through them, and received an astronomically high interest rate. More, the loan officer I talked to suggested I look at a cheaper car! I have fair credit, but I've never missed a car payment in my life! indeed, UFCU refinanced a previous vehicle of mine with no trouble and at a better rate than the dealership! the thing that REALLY disturbs me is that my co-worker, whose credit is about the same as mine, was able to get a pretty good rate on a truck! Madness! But then, my coworker is very Caucasia, and I'm African-American and I know discrimination in loan rates is a long-time narrative. Suffice it to say, it just may be time for me to start banking elsewhere. UFCU was good once upon a time, but they've changed, and not for the better. read more

This credit union is definitely not focused on people. I tried for three months to get a financial predator off of my mentally incapacitated sister's account and was given the runaround continually with the members services requiring more and more documentation, losing forms and even questioning whether an investigator for Adult Protective Services had any authority to do anything. Focused on people--but not customers who have financial predators on their accounts. read more

Used to love UFCU 10 years ago. Now the phone menu is awful, you'll get a fraud alert every week and you have to call them, and be on hold for an hour. Their service level has greatly declined. I'm likely switching once I find a new one and move my money over. read more

Their service is horrible. I was out of town with my daughter. They decided that my card being used at the beach was a "security risk." They froze my card WITH NO NOTICE - no call, no text, nothing. I tried to use my card to buy pizza and gas and was told the card had been reported stolen. NOT TRUE. The card was in my possession at all times. When I called to ask what was going on the rep could do nothing. I asked to talk to a supervisor and was left on hold for thirty minutes and then was told no one was available. This is not how to run a bank. read more

I've been with this bank since 2017 and they haven't done a damn thing for me the minute I can leave this bank I will be doing that so many problems from customer service to ATM to opportunity to grow UFCU is not the bank you want to be with Velocity has done more in one year than UFCU has ever done I recommend Velocity credit Union I only use UFCU to get my checks that's all they can do read more

I had no idea I was not the only one having an issue with their current upgrade. The old website may have been a little outdated, but it worked, and it was accurate. Um, I think it may be time for me to go to their sister bank because I bank there as well, but I have been with UFCU longer. It's been a while since this new upgrade now, and no changes have been made. I hate making the switch and leaving completely, but it makes sense. read more

Been with them 12 years. The new app is awful. They say they want input, but it hasn't improved after a year or so. I've asked them 4 times not to roll my maturing CD into another CD. I still got a letter warning me if I don't tell them otherwise, they'll roll it over. I'm going in today to tell them again--3rd time I will have told them in person. I'm switching to RBFCU this week. read more

I called to ask for extension on my car loan due to not being able to make ends meet because of COVID due to expenditures. She refused to help and kept creating scenarios on my account and not listen to me and my reason for needing assistance. I am now looking for another bank. read more

I cannot stand your new mobile banking app. I have been a customer since 2002 and the past two months have been chaos. I am not able to get a debit card in a timely manner and now I can't even log into my bank account and get a hold of anybody to help me login into my bank account and this isn't the first time in the past two months. I am very unhappy and I want somebody to contact me ASAP. 512-294-9770! read more

I was a customer with them for over 8 years. We moved and they started sending my wifes debit card replacements to our old address. We updated all of our addresses but they still had an old one for the debit cards. They REFUSED to update the address unless my wife updated the account. My wife is a busy executive and does not have time to deal with a credit union, thats my job. THEY ARE SENDING DEBIT CARDS TO THE WRONG ADDRESS AND THEY DONT CARE. Dont do busines with these awful people. read more

I no longer live in Austin and it has become an extreme hassle to make my once monthly payment. Absolutely horrible phone banking. UFCU has made it nearly impossible to access your account over the phone even with your phone verification code. Not only does it cost me $10 to make a one time payment to pay my auto loan I also have to answer more than 4 different security questions even after I provided my social security birthday and address. Not to mention the fact that I was on hold for 40 minutes. Also terrible online banking there is no option to make a loan payment online that would be too convenient. I owe $2000 on my auto loan and I'm now gonna put it on a credit card so I no longer have to deal with UFCU ever again. read more

I have had two accounts with UFCU for 15 years. Since COVID, they have plummeted in terms of service and quality. This is the ONLY bank in the area which remains closed for walk-in services during the pandemic. They say appointments are easy to make, but no one ever answers the phone anymore. It remains impossible to access this bank for the past 1 year now. I can't get into my lockbox. I can't open an account for my teenager. If I wanted to talk about a loan, I won't be able to meet with anyone, since their phone hold times are extremely long (I waited on hold one time for 23 minutes before giving up). I'm sad to say that I am leaving this bank after 15 years. There is no plan for how long they intend to keep things closed up, since pandemics don't have official ending dates. I'm shocked they haven't come up with a better plan in almost 12 months now. This is unacceptable. read more

Poor experience with loan servicing and member services. Waiting for weeks for resolutions submitted via Customer Service portal online and if you call no one can find or tell you anything. I submitted a cancellation request for a loan add-on and 3 weeks later "conveniently" they could not find my Docusigned paperwork so I was charged for something I no longer wanted to pay for. This is not the first and not even the second negative experience with this bank. Take your business elsewhere read more

This company charges you fees for everything all the time. I've had an account with them for years now and there is no respect for loyalty. Just hidden fees and charges all the time that make 0 sense. Definitely stay away. read more

When you can't trust the bank that has your money, something is very wrong! Ever since UFCU switched over to the "upgrade" (an actual downgrade) in October 2023, it has been a nightmare. This "new" mobile banking app is horrible. Whomever made the decision to go to this platform should be fired!! I should be able to log into my account and see what my balance is and have it reconcile with my check registry -- not have to refresh, and refresh, and log out and log back in -- wasting 30 or so minutes. Last week I had money missing from my account. Spent 3 hours on the phone and then another hour in a branch, only to be told there was absolutely no explanation as to why it was missing and having them deposit the missing money back into my account. Isn't that concerning to anyone?? Last year they cashed a check on my account -- the check wasn't written by us (or even to us), nor did it have our account number, name or address on the check, yet UFCU deducted the amount from our account. What kind of clowns are running this place?? Been members there for over 20 years, but we are done and moving on to a more trustworthy facility!! read more

Reviewing banks is weird, because you're partly evaluating face-to-face service performed at a particular location by humans, and in part assessing a network of online and corporate services shared by everyone. Since I rarely bank at any UFCU location (but opened my account at the campus store), this review is mostly for the company overall. That said, giant bonuses for banking with UFCU: early deposit of my U. of Texas paychecks; ATMs all over campus and the central city; uber-low-interest credit card they gave me; an additional location near my apartment in Hyde Park, allowing me to get cash quickly near home. Well, that is if the ATMs are working that day, which is only about a 60% proposition, it seems. And despite some of the horror stories, I've always had good experiences in the campus location itself. I've had them notarize several work documents for me (for free) so that I could them in for work-from-home gigs. They got everything right and were quick and friendly both times. Nicely done. There are several major drawbacks, though, to UFCU, or more like one major drawback expressed several different ways: their security policies are terrible--completely, irresponsibly lax. When I opened my savings and checking accounts, for example, while they were walking me through the setup screen and using pulldown menus to locate my stuff, I could actually see other people's account numbers on screen. While I'm neither a mnemonicist (probably not a word, by the way) nor scam artist, this practice would be a fine opening for those who are. Ditto with the web page: who in dog' s great creation thinks it's a good idea for customers to use their account numbers as their login ID? That's insane, particularly if you're ever forced to bank from a public location, and as a crazed bonus, the numbers aren't blacked out as you type them. You can't just have customers invent a personal user ID and password like everybody else? So, here's the deal: I've never had anything go wrong as a result of these policies, so my experience with UFCU has been substantially positive. And customers everywhere are protected in the event of an account breach. But that would still be a giiiiaaaaannt hassle, and would likely knock three stars off this score. So fix that, UFCU. read more

Their app is shit. It's been nearly a year of calling twice a month to fix whatever is wrong and they still act surprised that there is an issue. Supposedly I am the only one that has to think of a new password twice a month. read more

UFCU has given me loans overtime and have decent rates. Prefer to use them for my financial needs.

Coming from west Texas, and comparing this bank to my bank, the difference is night and day. When I moved to Austin about 5 years ago, I hesitated opening an account with UFCU due to the negative reviews. Heck, most banks in Austin had negative reviews, but I picked this one. Instead of closing my checking and savings account with my other trusted bank, I chose to keep it open. Thank God I did. Today, I called UFCU to ask an employee to lift a hold that I placed on a merchant. A few months ago, I had issues with this merchant, so I placed a hold so I would not see any transactions that I did not authorize. I spoke with a female and asked if she could lift the hold. She said yes, but that she would charge me $30 to do this. I told her that I have never heard of such charge. She quickly became rude and feisty and said, "Well, you asked for this hold, you signed for it". I told her I knew that, but the problem was the $30 charge. I also did not know the hold was permanent. Then I told her that my other bank in my hometown does not charge $30 and hinted that their customer service was much better. She became hostile and told me to use the other bank. I told her this is the reason I did not want to open an account here because of her attitude. This reflect poorly on UFCU. She went on and on and continued being rude and condescending. I hung up, then quickly called back and asked for a supervisor. I spoke with a person named Mitch who apologized for her behavior, but also, this is the shocking part. It turns out the female lied to me as he went on to explain that they do NOT charge $30 for lifting a hold. There you go folks. The negative reviews speak for themselves. I hope to close this account in the near future. Also, this is not the first time experiencing bad customer service at UFCU. read more

A manager did reach out to me to address my problem below. I'm going to wait before fully updating my review to make sure the issue is really resolved, but they did follow through as indicated in their response. --- Their early fraud alert systems don't work and they did not honor my legitimate card dispute. I track every pending purchase on my debit card, and when I saw a pre-authorization for Survey Monkey for over $400, I called UFCU card services the same day to indicate that I did not approve the charge and attempted to get it blocked. It went through anyway, even though the charge was being made on an OLD DEBIT CARD NUMBER that supposed to be inactive. I had turned over the Survey Monkey account when I left my employer several months earlier, so I had NO access to the account and did not know my personal debit account was still on file there. Since my former employer was still using the Survey Monkey account, I tried to work with them and Survey Monkey to get my money back. My former employer did pay Survey Monkey for use of the service, but I was never reimbursed by Survey Monkey, primarily because UFCU kept rejecting the credit, apparently because Survey Monkey was attempting to refund a cancelled debit card number. When I called UFCU, they said they couldn't fix it and I would need to dispute the charge, so I filed a dispute. UFCU then denied my dispute and my appeal to their decision. Consequently, Survey Monkey has been paid twice for the same account, which I have not had any access to, and I am out more than $400 and the time I spent trying to my money back. I strongly advise you to do your personal banking elsewhere. I'm not the type to file a dispute unless I feel like there is no other choice and they did not have my back when I needed their help. read more

Absolutely horrible customer service. I called to cancel my credit card, due to a scam and charges that were unauthorized. It took me 37 minutes, four different people and re-entering all of my security information into an automated system, four different times. Absolutely ridiculous and unacceptable! read more

I've been a member of UFCU since the 80's and they are hands down the best! We had an incident of fraud several years ago and they jumped through hoops to take care of us! My only complaint is I live in Dallas now and on the odd occasion when we need to deposit something or need to do any banking, we have to use a shared branch. The shared branches near us are awful! We thought we'd found a good one in Neighborhood Credit Union on Campbell in Richardson, but they treated us terribly on Friday; I'll be posting about them next! UFCU has financed cars for us, personal loans, etc. I can't say enough good things about them! read more

Tried to use my credit card in a store today but it got declined. Knowing I had plenty of credit, I called to inquire why and get it sorted out. I can't tell you how frustrating it was to be on the phone and get NOWHERE with this for about 30 minutes. 1) The prompts on the messaging system do not get you where you need to be (ie, the prompt for "Credit card, ATM card" only gave me additional prompts...none of which took me to why my credit card was declined. I finally chose "declining a transaction" as it was the closest to what I was trying to do but that was incorrect and the person who answered that call could not help me), 2) When I finally got in touch with customer service and inquired why my credit card was declined, the person said it was due to a fraud alert. I asked why I had that and she said it could be due to the city I was in (I was just down the street from my house, so it couldn't have been that) or the store I was shopping at. What?! It was a sporting goods store and I shop at these kind of stores all the time! Anyway, she connected me to the fraud department so that I could resolve this. Well, 3) Fraud department had NO record of any fraud or case number on this credit card. So back to square one. 4) Finally, after calling customer service one more time, and explaining everything again (for about the 4th time), Jesse looked up my credit card number and told me that there was a "potential" fraud alert on my card. So, because it was "potential," it did not go directly to fraud department for resolution. So, for a resolution, Jesse requested the store clerk to run my card "one more time" and then he had to manually OVERRIDE the decline on my card. 5) In this store, while trying to get this issue resolved, I had to say aloud, to multiple UFCU (or affiliate) agents on the phone, my credit card number, my birthdate, my full name, the last 4 of my social. So now, anyone who was in that store has that information. I can't tell you how humiliated and embarrassed I was while in that store. I did all I could to not get angry on the FIVE DIFFERENT PHONE CALLS IN HALF AN HOUR to try to get this resolved. I felt that everyone was looking at me wondering if I had stolen this credit card or if I was overdrawn or if I couldn't pay my bills, thus getting "declined" 3x on this credit card. This policy is NOT to protect me from fraud. It is to protect YOUR company. This process that I went through today shouldn't be this challenging and frustrating. This is not the 1st time that UFCU has "declined" a credit card of mine. One time before, I was attempting to purchase groceries online (to be delivered to her) for my elderly mother who was in another city as she couldn't go to the grocery store after a hospitalization. When my mother never got the groceries, I found out that the UFCU credit card was declined there. And again, I was never contacted to inquire if this was a purchase that I was making (rather than someone trying to use my credit card fraudulently). Your bank desperately needs to find a better way to do business or you will make many, many people incredibly unhappy and they will move their business to another bank with more effective service (for instance, my husband's Capitol One card will call him on the phone if they suspect fraud...why didn't you do that when I was trying to use this card?!?! It would have made things SO much easier. read more

They used to be a family bank that would go the extra mile for you . Now just corp like all others very disappointed with the service. Been with them for 20 years ??????? Wow read more

I UFCU for a while, but now I wish I would've never opened an account here. I kept getting my card info stolen throughout the pandemic and had to get at least 4 cards in probably less than a year. Of course I disputed the fraudulent charges and just recently lost my card/ got it stolen. Because of me disputing FRAUDULENT charges in the past, they told me my dispute was denied and they locked my debit card. The guy I spoke with was pretty much calling me a liar and it pissed me off. My infant daughter just came home from the NICU & I can't even go out and buy her more formula for tonight/ the next few days because of f*cking UFCU! I hate this company to the fullest now! The fact that they literally blamed me for my card info being stolen is absolutely ridiculous. I'll be closing my account asap and never looking back. read more

We applied for a Mortgage back in February and we decided to put a pause to the process. With the pandemic and being laid off. We stated to look again in the summer and I reached out to our loan officer. To this day, she has not reply to any of my emails or calls. Not only are they going to loose two long-time clients, but they have lost the opportunity to make money on a mortgage. We will be closing next month on our home, not thanks to them. The customer service the loan department provides is one of the worst I've seen. Sad. I checked my email, and the last email she sent to me once I started to check in again, was back in MAY!!!! The loan officer is Maria Sweet | Mortgage Loan Officer | NMLS# 1171257 UFCU Mortgage Services | NMLS# 441215. read more

This has been the worse bank that I have ever delt with. They do not try to help the customer. Their service sucks and they hold your bank account funds if loan isn't paid by due date. And when you do try to pay they block it and you have to call in to pay it. They are very quick to send a neg result to the credit reports. I'm so sorry I refinanced my car loans with them. Because my account would have been closed along time aho. read more

I absolutely hate this credit union. I've been with them since 2011 so that's 12 years and they have gone downhill to say the least. They have very little money now and are a part of ESG which is bad news folks. So if you're looking to refinance or a new loan, they have their own scoring model that doesn't match FICO or any others so beware. They only want to lend at very high interest rates. Big banks aren't great right now either, but the customer service at UFCU now is beyond terrible. At this time, I will be closing all of my accounts with them and moving my loans. They have no respect for long-term members. They're only concerned with new members and that will change too eventually. My biggest regret is ever banking with them in the first place. Even down to the little things, such as never removing fees even though I've only had 3 in 12 years and I still haven't received my debit card that I requested twice 8 months ago! And I don't even care because I'm moving everything to my new bank. They're small time and they're not the same credit union they used to be. They're corrupt and border on usery. read more

I was tentative opening a new account, being a 40 something who hadn't been in the US for 20 years, but everybody was not only patient and accommodating but super friendly, and it's been like this every time I go in, no matter who is working. I'm giving 4 stars just because the interest rates on their savings and money markets are pretty lame, but in terms of customer service this place deserves 5 stars, easily. read more

My family has been using UFCU for over 30 years. The customer service is awful now. I would not recommend them. I have a couple loans with them and other family members have a substantial amount of years and money with them. I will be looking to transfer my business elsewhere. 40 minute wait times for customer service is horrible. Especially when the bank has had a security breach which they have not told customers about. Very wary. read more

I just had the best customer service experience in my life with Briana Marisel!!! She handled multiple questions (rapidly and accurately) that I had to post about her. Excellent People you have UFCU! read more

Been a custom of UFCU for over 30 years. BUTT, in 2016, they have become very ANAL. Within the first few months the ripped me off for at lest 80 buck. I had asked to stop them from doing overdrafts for anything, but they would NOT. Then charged me $40 a pop for NOT doing what I'd asked. But when they shut off my on-line access off for a late payment on a CC, which also cause a house payment to bounce as I could not move money between my two accounts. That was the final straw. I moved my business else where! ..!.. UFCU. What a piece of GARBAGE! And with in several months, their best employees at the branch that I was doing business Quit and went to some other financial institution. That was a good sign of what came soon thereafter ... sh*t. If good service is a big deal then what the hell have you ever done about it? NOTHING! and I know more than you as I have been a client of this business for over 30 years, which is longer than you idiots have even been alive! Ass Holes! read more

Mr Doctor: Hello fine sir. I have just finished mixing my labor with some natural resources. They have given me something called a "check". They said you could help me. Teller: Yes, we can take that. Mr Doctor: You don't say! But what will you do with it? Teller: We give you these green slips of paper in return. They can be exchanged for things. Mr Doctor: Things!? What sorts of things!? Teller: Books, takeout Chinese, a plasma tv, whatever. Mr Doctor: What about a lovely vacation to the coal mines of Siberia? Teller: Yes, that too. Mr Doctor: Why would someone who is not a complete idiot part with say, a healthy male llama, in exchange for mere paper slips? Teller: That's the way it works. That's our system. Mr Doctor: But why does this system work? Teller: It works because we believe it works. Mr Doctor: But why do we believe it works? Teller: Because we know that everyone else believes that it works. Mr Doctor: That makes sense. Teller: Trust me, we're glad you think so. Have fun in Siberia. Mr Doctor: I'll send you a postcard! read more

This was supposed to be "the" bank for UT-Austin students. After more than 3 weeks of screwing around trying to open an account, in which they kept wanting utility bills to prove residency from a high school student (doh!)...they are saying that it is still pending review. Horrible customer service when we tried to call to facilitate the process. Do not waste your time. read more

We got a mortgage loan with UFCU and it was an easy process from the start till the end. I worked with Travis and his team. Being a first time homeowner, Travis and his team answered all of my questions in details and in a timely manner. I got a quote from at least 10 vendors and UFCU had a very competitive rate plus their closing costs was very less as well. read more

I have been a member with UFCU since 2011, just recently their customer service is not so friendly. I have had many cars financed with them and even had loans with them. I have noticed that when you use your debit card and it shows pending in your account, they will overdraft your account to get their payment and then charge you the $40 courtesy pay fee, not so courtesy when you are the ones that caused the overdraft in the first place. On another note, I recently applied for a loan and it was denied because of some credit issues, first off you are taking the money directly out of my account and second I explained in great detail as to why my credit was not top notch and you told me not to worry about that as my pay history with you was awesome. A big bunch of liars, will look into refinancing my vehicles somewhere else just to get rid of these people, I will take my membership elsewhere where its appreciated. read more

Theyre ok for a bank but their website doesn't work 75% of the time so you can't log in to see how much money you have in your account. Their app doesn't work at all so I don't use it at all cause you can't log in 99% of the time. For a big bank like this I don't understand why they can't get a programmer that can actually do his job and make a functioning website or app. Ive never had this problem with any other bank. It's not like they don't have the money to get it fixed im going to switch banks cause I can't do the simplest things like look at how much money I have in my account like I can do with every other bank. I don't understand how they're so incompetent that it makes them incapable of functioning. Ive used smaller banks with better apps and websites so what is their excuse. They need to fire whoever is running there website and find another person. read more

Truly, the absolute best bank in existence. I have raved to a drive thru woman who inquired about UFCU. The banks in Chicago don't hold a candle to my experience with their services. I was so sad that I couldn't find a bank in Chicago as awesome as UFCU. That may sound odd to someone still banking with big corporate branches, being passionate about a credit union, but, they're consistently helpful, understanding, and prompt. If you are considering switching banks to UFCU, definitely do it. You will wish you had made this choice sooner. One of the better financial decisions I've ever made. read more

The tellers at this branch (Guadalupe street next to coop) are not professional at all. EVERYTIME I go in they are all talking to each other behind the counter while I wait in line to be helped. Then I seems like nobody wants to help me. When I go to the counter, they don't ever engage in conversation and barely acknowledge my existence. When I walk in, I am almost never greeted even though they have a greeter as well. The branch on Brodie and slaughter has much better service and I like the people much more. read more