I don't stop here very often because I do most of my banking online. But when I do have to go in, they always do the thing I need done. Donna is the best. Say hi to her when you're there. read more

I've been a member since 1996. Was a great institution for a long time but it has slowly changed for the worse over the past 10 years and it seems every interaction I have with them now is frustrating and painful. I've moved most of my banking elsewhere over time but have come to the conclusion that I need to completely end my relationship. Sad. read more

Do not use this bank! Even though I let them know that I am in a foreign country, they randomly keep shutting down access to my account leaving me without any money on the other side of the world. I have had to stay up late because of the time difference to call them to try to resolve this, but it does not seem like it makes any difference. This has also caused me to be unable to pay some bills on time, which of course they will do nothing to resolve. Do not use this bank! Even though I let them know that I am in a foreign country, they randomly keep shutting down access to my account leaving me without any money on the other side of the world. I have had to stay up late because of the time difference to call them to try to resolve this, but it does not seem like it makes any difference. This has also caused me to be unable to pay some bills on time, which of course they will do nothing to resolve. This place has 0 customer service and will just hold your funds at the drop of a hat with no ability to resolve in a timely manner. I guess if you enjoy your funds being held hostage, by all means use this fraud of a financial institution, but you'd probably be better off using BoA or just keeping your money in a safe at your house. In short, this credit union is 100% shady, beware storing your funds at this "financial institution". Edit: Due to Velocity being unreachable and now the snow storm. I had to wait until Tuesday night my time to speak with them. I have been without food and lodging for days mow, and will be for another day. These people are holding thousands of dollars hostage which has caused me to go homeless and hungry. I honestly have no recourse until one of these muppets is available again. I repeat, never use them! read more

Nice people. Took my huge bag of change and converted it into bills. No charge as a member. I have used the CU for auto and HELOC. Recommended over most banks. read more

STAY AWAY FROM THESE PEOPLE!!!!! I have had nothing but issues since day one!!! All my information was forwarded to the credit union from the dealership INCLUDING my insurance, they began charging $150 "CPI" charges, had no idea what the hell it was. according to them its "their insurance" coverage. SENT THE INFORMATION OVER AGAIN, it was removed and now I just checked my account and what do you know $195.00 charges not once...not twice...but 3 times (twice on January 15th and ONCE on January 30th!!! total of $585 added to the account!!!! THIS PLACE IS COMPLETE AND ABSOLUTE BULLSHIT. I'm going to speak with an attorney!! read more

You are a horrible financial institution, and I'll closing my account as soon as my 2nd direct deposit comes in. You've taken fees from me in the form of OD fees that you refuse to reimburse me although they're justified on my account (I had money there in my acct.), but it the final straw for me was when I tried to use my card, but you sent me a code that didn't work and you didn't allow me to use my card. I was within the 25 payments per day rule. When I called, you couldn't authenticate me, and that tells me something sketchy is going on. So I have to come in to prove to you in person who I am. One day, I came in and was sitting and waiting to be seen, and the manager took a man to be seen even though I got there first. He looked right at me, and didn't say a word to me. My acct is still open at your credit union, but today, I couldn't speak to someone for help, even though I offered my social security number and other information to prove who I was. I was treated me like a criminal when you sent me some codes that don't work and not allowing my access to my funds. I went through three codes, none of them let me into my account. I lost the card with my account # on it, so I couldn't give you that number, but I offered the agent every other piece of information that would let me in my account, and she just couldn't understand why I was pissed off over not being allowed into my account. Hello! If you were treated as a criminal and not let into your account, wouldn't you be pissed about it too? I will be at the branch first thing in the morning to pull out my money and go somewhere else. I'm an Honorable veteran who deserves to be treated as a human being by their financial institution. If I could give you a zero, I would, but when you give reviews, tell people how things are,​ then folks running the company worry about their reputation when a customer gets angry and tells some truth. You still need that one little point to placate folks who think they're supervisors. I will see you first thing in the morning. read more

Still after 7 going on 8 Years the Best Bank Ever! it is the Employees I go to two of Velocity Banks also the one on Braker Ln however downtown one touch my spirit. It is that Lady can't remember her name who helped me at a moment I was experiencing anxiety about paying my rent and hoping the money was right! an older lady you could see she has wisdom, and she is the most Beautiful One literally, she helped me so,ooo good gave me the solution. You cannot know how she made me feel and that everytime I go to My Velocity :) I leave feeling important and as though I matter and I'm not Rich at all just hard working. I wanted a bank where I could have a checking and savings and not feel intimidated when going there to handle business after all those years of Banking Im proud to say I FOUND THE BEST!!! let me quickly mention there is and Black Man at the Braker Ln one he lifts my Spirit everytime I see him he is warm and honest and sincere and you could feel it in his energy. THANK YOU VELOCITY GREATFUL read more

Been with Velocity for years. Various loans large and small. Perfect record with them on payments until their auto payment system failed to transfer the regular payment. Velocity only called me after they considered it officially late and had reported it the credit agencies. I have never been late in my entire life. Velocity could remove this credit report but offered no consideration or help. I wrote numerous letters but they did not care. My other banks would have. Always thought a credit union would be better than the big banks but no. They are horrible to work with when you actually need help. And their payment system is bad. Will not bank with them again. read more

They are the worst company to get an auto loan from. Their service is horrible and their website is old school. So hard to pay a bill or get direct deposit. I will request that they never get a loan from me again read more

Consumer Warning!!! They turned my account over to the State of Texas Unclaimed Property Division after one attempted phone call- this is after I've been a member for over 15 years, moved out of Austin-so quit making deposits, but still filing my 1099 every year and receiving their emails regularly. When I called to inquire- they were extremely rude about having only tried contacting once by phone, unable to leave a message (due to my being out of the country at the time) and never bothering to send me even one email, pretty much, too bad- out of luck. With so many options to choose from Velocity should not even be considered! read more

Crystal G. Is amazing!! Thank you for helping my father Rudy with his account and app on his phone.

Standard Service, Everything's in order, only writing this review about Fran!! The Accountant / Teller !!! She is the best at customer service in her position out of almost all of the other employees. Solved all my problems in under 15 minutes every consecutive time! -Liam read more

When I accidentally paid a car note after the auto payment was turned on, I was overdraft in my bank. Velocity would not help me in any way. Thank you Velocity. You cost me over $100 in fees. When this note is paid off, I will never, ever use them again nor would I recommend them. I DO NOT RECOMMEND THIS CREDIT UNION.....USE A BANK! read more

Fran was a lot of help and answered all my questions! Super glad a bank with velocity!

I like most people have autopay set up. Specifically for my truck with velocity. Truck is almost paid off. For some reason velocity did not draft money from my account for one month. They drafted money from my account every month before for years, & there afterwards another year. Why they failed to make a payment to themselves is beyond me, and their collections supervisor (James). However, they finally call me A YEAR LATER to let me know I have a late payment, and an extra 160$ late fee. This is while they are still drafting payments out of my account. Nobody could tell me why they failed to pay themselves with my account they have access to. But I was told by (James) there's nothing they can do for me on the late fees, and that it's my fault for not keeping up with my account. Unreal. The worst. read more

The environment here is lovely! Julisa attended us with a great attitude and helped open an account for myself. Great customer service! read more

I recently encountered an issue with my account after almost 20 years. I went to the main branch to seek assistance, and the woman I dealt with, Fran, was unbelievably kind and patient and helpful. Throughout my history with this credit union, I have always received great help from the people involved. I highly highly recommend, I don't need the credit union in South Bend. I can't speak highly enough of Fran. read more

Been a customer for like 10+ years have had over 100k in and out of the bank just in the last year. Tried to order new checks. For one they cost an arm and a leg to order from the company they print with, from their online portal. Velocity has always had two addresses for me on file, a mailing and physical address(without a mail box). They have the wrong one on file for shipping checks below! So I called to get it fixed so I could order. They said they could order it for me, then proceeded to tell me the shipping price would be either $10 for non tracking and $24 for tracking (f#cking outrageous prices). I told her I have it on my end that there are more shipping options, and one is free. She argued with me saying well maybe if I call the printing company they can charge me the correct price... yet it says here that I have to contact the bank to get the address changed... velocity drops the ball and provides them the wrong address, and they cannot correct it. So me the customer has to just eat it and pay more for shipping... No thanks I will take my money else where!! My roommate says his checks are super cheap to order at his credit union. I guess it pays to be at a better union! read more

Not impressed with their service, they still charge late fees even when I pay my loan within the designated grace period. Because they take longer to "process" the payment, they then claim that it was late and then assess a late fee (even when I get an email confirmation that my payment was received within the grace period). No other mortgage lender that I have ever worked with does this. The date you pay is the date it should be processed, otherwise use a different system to collect electronic payments!!! I DO NOT recommend them. I will be taking my loan elsewhere! UPDATE: Velocity did reach out and adjust the late fees. Frustrating that I have to go to these lengths. But nonetheless they made the effort. I have updated my original 1-star rating. read more

I have been banking with them for twenty years. I stayed with them when I moved to Kansas because I utilize direct pay all the time. Anytime I have had difficulties they have been there to help. There was once an unauthorized use of my card and they handled it. They told me exactly what I needed to do to get it taken care of (make a police report). When in town I use the Braker Lane bank. It is quick and easy, cool, attractive environment, easy drive through access. read more

I have used this Credit Union for so many years. Everyone is professional and always helpful. I would highly recommend anyone looking for a hassle free credit union, they won't go wrong with Velocity Credit Union. read more

I have a court order granting me letters of testamentary signed by the probate judge in Travis county and they will not accept it. Always the run around with Velocity CU, the person I have had to work with has no common courtesy. read more

I recently opened multiple accounts at Velocity Credit Union Round Rock I have found this company to have some of the worst service ever. They won't make appointments so it's a first come first serve. A total waste of time I discovered that an insurance company was not receiving monthly premiums on my account after 3 missed payments I was threatened with cancellation of my secondary policy. When I called the bank they were totally unaware of this I was then told the PO Box number was mis-entered. I asked Velocity why they were not notified o f this after 3 payments were not delivered. There was no explanation... I found this Velocity to be ineffective inefficient. The customer service phone is usually a 30 minute or longer hold I am in the process of closing my accounts read more

I have been with Velocity Crediy Union for fifteen plus years, and nothing but good things to say about the banking institution. Staff is very friendly and courteous. I recommend Velocity Credit Union. I bank at the downtown branch, and will continue to do so. read more

My experience at Velocity was outstanding. My application was very easy to complete and the turn around on my approval was within the time frame they said it would be. As soon as I was approved I was able to make time to meet with Joe Lee and sign the loan documents. The whole process was stress free and easy to take care of. I would recommend VELOCITY CREDIT UNION to EVERYONE. Velocity has always felt like a family to me so going to them for a loan just felt natural. They have always helped me out, and they have GREAT RATES. I am VERY HAPPY to be a member here. read more

I called customer service today and the rep was awesome, quick and efficient!! She resolved my issue in less than 3 minutes. I'm happy.

Recently, there were charges on my Velocity Union Credit Card which I did not make. I received a notice from the fraud department and called them. That was almost 3 weeks ago. I still have not received my replacement card. The guy in the fraud department did NOT send it to the address where I'm temporarily living as instructed. So I called numerous times on 2/22/23 to rectify the problem. The automated system sucks! Even when I got through to a person, I was told to call another number. By the third call - in which the rep directed me to call the first number I had already called, I was livid and insisted upon speaking to a manager or supervisor. I finally spoke to Haley. She promised to expedite a new card to me at my correct temporary address. I still have not received it. She was also supposed to provide me with a tracking number once she had sent it, which she did not do. I called today and was finally given a tracking number only to find out that FedEx had tried to deliver 3 times, but left no notice on my door. I called FedEx and was told I could NOT manage my delivery, that only the sender could do that since it required my signature. I called Velocity Credit Union back and asked to speak to Haley. The representatives I spoke to refused to put me through to a supervisor unless I provided certain information - such as a credit card number - which I don't have because I haven't received the damn card yet and I destroyed the old card. I am SO TIRED of jumping through hoops and being redirected numerous times to the different department!!!! I've begun to suspect that my card was FedExed to the wrong address because there was never a door tag informing me of a delivery attempt any of the 3 attempts they made. I finally left a message for Haley and she was supposed to call me back. Ha!!!! Needless to say that hasn't happened. What is it going to take for VCU to get their act together?!!!!! They suck!!! Sent from my iPhone read more

Nazia took care of the issues I had over the phone. She was very helpful with a unique style of her own charisma that I can appreciate. I'm used to the monotone customer agents but she was something different! Y'all need to give her a raise! read more

I want to put zero stars. I have had a car loan through them since December and that are the worst lender I have ever used. Every month costs me hours of my life trying to pay my loan payment. I have set up online payments four times now. Never works. I am on the phone with four people each time. I am lucky if I can even find the RIGHT person to even take my money. WTF. Why would you make it so hard to TAKE THE MONEY I owe you!!!! I will be refinancing with someone where I don't spend hours of my life TRYING to pay a bill. Be careful with your dealership if you in-house finance. BIG MISTAKE!!! read more

Charged me for auto insurance on a loan after I already sent them verification multiple times. I only kept the auto loan for three months yet due to the errors it took me a month to get the title and to clear up the insurance charge. Slow to respond slow to resolve issues I wonder if I could charge them the interest rate while my title was delayed. read more

Velocity took a week to "upgrade" their computers thereby processing my credit card payment late by 3 days. No grace period, just an interest charge...thank you very much. I called their 800 number and their rep couldn't help because she had a "system error". Nice upgrade. Hopefully since the governor has declared the state open, I can now use the lobby. Since the pandemic started, wait time is at least 10 minutes per vehicle in the Braker Ln drive thru. Doesn't help the new ATM is broken 50% of the time. No one should dread going to the bank.Product: Velocity Credit Union Business ServicesComment00 read more

We took out a home improvement loan at the downtown branch in 2015 and the service was impeccable. The employees are trained properly and they make you feel like you are part of the Velocity CU family. Everyone was friendly and courteous to us. You can tell that they pay attention to the customer experience. It was excellent! read more

If I could rate them lower than a star I would... They have to be the worst bank I ever did business with. They nickel and dime you with hidden fees and they always tell you something different from what you read before signing up. Stay away, they are horrible read more

I can't give enough kudos to the great folks who serve at Velocity Credit Union. I've been a member since 2012, and have never met a financial institution who would go so far out of their way to exonerate their members. Twice in eight years they have helped me salvage my account from the hands of unscrupulous businesses. Not so much as one big-name-bank we used prior to Velocity Credit Union has ever even offered to assist in such matters. Thank all of you! read more

ARGH!!! Velocity CU's website is unpredictable and its operations are exhausting! There are built-in SNAFUs at every turn with every attempt to initiate/execute customary banking activities. : I've spent hours upon hours just trying to get customer service for what I believed was a fraudulent charge, only to be placed on hold for "at least 20 minutes"?!!! After a lengthy hold, the AI offered a callback (while maintaining my place in line). By the time the callback came through, it had been more than an additional 20 minutes. : I initiated a formal charge dispute on 4.16.2021, only to get a dismissive reply, "It is recommended that you contact the merchant...and/or request a cancellation or refund...We are unable to complete this via text message." (That is not how disputes work. And consequently, there is no obvious way to initiate a dispute online, either.) BTW, I don't care about the amount of the charge (it was only $0.23), but I DO CARE that the transaction was: 1) associated with a gas station (pay at the pump, which is known to be a hotbed for skimmers), 2) unauthorized, and 3) several days after a legitimate charge. (In my mind, all of this means that my card information was retained and compromised)! To any legitimate financial institution, this activity SCREAMS "skimming" and "fraud"; but to "Velocity Credit Union" (Austin, TX), it means that organized crime may likely get a running head start. And "customer service" merely means that the customer "serves" at the convenience and pleasure of the banking associates. (however painful): Today, the associate over the phone clearly explained that the transaction in question (linked to the establishment where I last used my card) was, it fact, a credit for a qualified purchase. --: 1) Instead of the first contact resolving the matter, I was summarily dismissed. Consequently, I have spend days concerned about the integrity of my account, and have made several attempts (via secure messaging to get a clarity about the dispute); 2) This is not the first time I have been treated like a less-than a valued Velocity CU customer. Because of prior suspicious/nefarious activities/fees - and subpar customer service, I resolved to maintain a relative small balance, check my balance daily, and re-engage my other financial institution for most of my banking needs. Still, it's time to close this operation down. Meanwhile, I'll need to close my account - I wonder what hoops I'll have to jump through to accomplish that... read more

See all

While my overall experience with Velocity has been less than stellar, I do feel compelled to thank Josh McCoy for his incredibly patient and professional customer service on my last visit. I felt listened to and valued, which truly goes a long way with me. Absolutely worth the trip inside the lobby - Josh helped me sort out a long running issue I'd had in minutes. Thank you! read more

They are extremely rude. Unhelpful. They charged my account for not having insurance, when I did. They have the wrong Vin on the auto loan. We are talking 6000 bucks. read more

Very Rarely do I have a problem at this bank. Always helpful and cheery. I came to this bank because of no fees, and it was close to my house. I have my business and personal accounts here. read more

Their custom service is the worst by far I've ever seen at a bank. Your dealing with my money and want to give me a attitude while I'm trying to ask questions regarding my account that shouldn't fly anywhere!!! read more

I love banking with Velocity but the 12th street location is awful. I come once a month to get paperwork notarized and either have to wait in the teller line just to put my name on a list or, like today, wait forever for be helped ... with no one else in line and 5 people made it through the teller line in the time I waited read more