BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Amplify Federal Credit Union meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Amplify Federal Credit Union include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 5 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
National Credit Union Administration
4807 Spicewood Springs Rd # 5100, Austin TX 78759
Phone Number: (512) 231-7900
Type of Entity
Business ManagementPaul Trylko, President
Alternate Business NamesIBM Texas Employees Federal Credit Union
115 Sundance Pkwy
Round Rock, TX 78681 Directions
13050 Pond Springs Rd
Austin, TX 78729 Directions
202 Walton Way
Cedar Park, TX 78613 Directions
2608 Brockton Dr
Austin, TX 78758 Directions
3600 W Parmer Ln
Austin, TX 78727 Directions
4500 E Palm Valley Blvd Ste 136
Round Rock, TX 78665 Directions
607 Congress Ave
Austin, TX 78701 Directions
PO Box 85300
Austin, TX 78708 (512) 836-5901
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I recently purchased a vehicle at ***** ** ****** which secured financing through Amplify Credit Union. This purchase was completed on September 23, 2013. It is now October 30, 2013 and I have yet to be able to get Amplify Credit Union to validate I have an account or set up online access to my account. I have called them 4 times and get nothing but lip service telling me that I do not have an account. As the consumer/customer they asked ME to go to ***** to ask ***** send in paperwork regarding my financing with Amplify Credit Union. Now who is paying interest - me! So why am I required to do their job? Yet I will be the one to have bad credit reporting if I do not pay car payment to Amplify to credit account to which they refuse to set up or provide access. I called yet again to speak to someone on 10/29 who set up Account # and password yet when I go online to access it again asks me for 'access code' which has never been provided to me.
Desired Settlement: I also want a written statement that alleviates me from all responsibility if my car payment is late due to the incompetence of Amplify Credit Union in my numerous attempts to set up online account access to pay my obligation.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: Obtained a vehicle loan with Amplify. Paid the loan as agreed. As the lien holder Amplify was to deliver the title when loan was satisfied. Amplify has failed to deliver a valid title for the vehicle. An altered title was mailed to me. I contacted ****** in the title section at Amplify. She has admitted that they or their title holding company altered the title making it invalid. She refuses to take responsibilty the altered title. She has refused to take corrective actions to obtain a correct title. She has refused to elevate the problem to management to ensure this mistake is corrected and measures taken to ensure it doesn't happen to other consumers. At this point I paid off the loan and Amplify hasn't released a valid title for the vehicle. Spoke to ****** again today, June 20th, and she basically said she will not do anything to fix the mistake and it is now my problem. I need a valid title for this vehicle. There is an obvious problem in the title section at Amplify when they knowingly alter a title making it invalid, and then sending an invalid vehicle title to the owner. This needs upper level management involvement to resolve and the parties involved need to be held accountable.
Desired Settlement: Amplify needs to uphold their end of this transaction. I paid the loan off as agrred upon in the contract. They need to take ownership of the mistakes they've made and do what is necessary to obtain a valid title and deliver to me.
Amplify spoke to our member on June 27, 2013 and worked with the member on a resolution to his issue. In speaking with the member, the member Informed us that the original title that he received had a sticker with a document number on it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: It started when I was not getting my paper bank statements back Nov 2012 up to Present. That’s twice I had to call Amplify Credit Union regarding why I wasn’t getting my bank statements in the mail that I did not do the accepted automatic online monthly statement, as I hardly do online banking due to having a dial up and if it goes too long, it will expire and the printing cost, as well. The last time I called Amplify CU, I spoke to Shannon, the supervisor, on Jun 10, 2013. She said when I had originally enrolled in free checking, someone enrolled me online without me knowing it or without my authorization. She did resolve this issue so that this won’t happen again which suppose to happen first time I called when this happened. When I received my backdated bank statements from Shannon, Jun 13, 2013, I later realized going over the statements, as I only asked for April and May 2013 this time, which she sent me Jan through May 2013 statements, which confused me more when I already had them prior. Besides that, I noticed a charge that was done April 6, 2013, as I was missing one of the bank statements as should got it 2-3 weeks after this charge and I didn’t but I got it around 2 months later. So what happened was when I questioned this charge I didn’t recognized of $59.16 when I honestly only thought I was charged $9.86 and their small print in fine line that I missed they said is where they catch people without them realizing they were charging more which some companies do this. I called up the company of that charge for $59.16 and they said if I called them earlier as soon as I received my bank statement of that month , April 2013, like I should have, they would have refunded more than they are refunding me of $29.58, instead of $49.30. Now I am getting half the price refunded to me when I can’t use their service as I don’t have long distance to use anymore off their service. Had Amplify Credit Union monitor their customers’ account appropriately to make sure they are receiving their monthly bank statements by mail, as the customer did not accept to do the online monthly bank statements, this would have not happened. Again, this is twice they have done this to me missed out few months of mailed bank statements and now the timing is too late to get most of my refund or to do any resolution transaction of their faulty mistake.
Desired Settlement: Since it maybe a little too late to do the Bank Cardholder Dispute Form as I did not receive my mailed monthly bank statement on time from Amplify CU, the company who charged me $59.16 on April 6, 2013 would only refund me $29.58 and not the $49.30, I would like Amplify Credit Union to refund me the remaining of $19.72 to the difference of the loss, even though they have a policy stating they can't do the dispute or refund unless charge is $50 and over. It wouldn't be fair to me when they are the ones admitted to me that someone enrolled me to online monthly bank statements without my authorization, why my statements were late coming to me now, inquiring where my mailed monthly bank statements.
We contacted our member and issued the credit she requested. We apologized for the error and assured member the issued has been resolved. She will be receiving her statements monthly by mail going forward. In speaking with member, she advised she didn't reach out to us first to see if credit could be given as she believed we wouldn't per our dispute guidelines. We informed member while we do have guidelines for disputes, we always review them when a member requests it, and give credit if warranted.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|9/23/2011||Problems with Product/Service|