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A BBB Accredited Business since

BBB has determined that Generations Community 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 Generations Community Federal Credit Union include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 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

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Generations Community Federal Credit Union
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: October 01, 1978 Business started: 07/01/1940 Business started locally: 07/01/1940
Licensing, Bonding or Registration

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
AMACinquiries@ncua.gov

Type of Entity

Corporation

Business Management
Ashley Harris, Director of Public Relations Mr. Tim F. Haegelin, President/CEO
Contact Information
Principal: Ashley Harris, Director of Public Relations
Business Category

Credit Unions

Alternate Business Names
San Antonio City Employees Federal Credit Union

Additional Locations

  • 9311 San Pedro Ave Ste 1100

    San Antonio, TX 78216 (210) 229-1128 (210) 230-9349

  • PO Box 791870

    San Antonio, TX 78279

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Professional AffiliationsX
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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (210) 230-9349(Phone)
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Complaint Detail(s)

9/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unfortunately, we must say that we're really VERY disappointed with the customer service at the Generation Federal Credit Union in San Antonio airport. We've used this branch for several years until a decision was made to bring on board one employee and since then the customer service started to be negative and unprofessional!! We have made several effort to contact her direct ******* and also visited their ****** ********, *** **** * ******* in his office (No ******* is available at that airport location) and explained the issue to him who promised to improve the customer service at that airport branch and we thought that service would be better, unfortunately, it’s getting worst!! Now our employees see more challenges, as the lady who's in-charge of the branch keep saying, this is my way, if you don't like it, complain to my management, in other words she does not care. Never have we heard such a statement in any financial institution. If we don't get this issue resolved, we will close our account, however before we do so, we'll make sure we will not recommend this bank to anyone.

Desired Settlement: We need to escalate this issue to Generation FCU upper management, and make our voice heard with airport management and make other members aware of our daily suffering. Please provide us with the contact information of the Generation FCU Vice President of Operations.

Consumer Response: ***** * **** *************************** ***** ********** ****** *** **** **** ** *** **** ******** *** *** * *** **** * *** ******* **** *** ********* ********* ********
 

We are requesting BBB's assistance in the resolution of our
dispute with the Generation Federal Credit Union. Thank you



**** *******

Business Response: Dear *** ****:

 

Thank you for your email regarding the Better
Business Bureau complaint filed against GFCU by *** ******* ****.  The Better Business Bureau ID number for this
complaint is *******.

 

As a financial institution, GFCU has very
specific and defined federal regulations that we must follow.  Our regulatory agency, the National Credit
Union Administration (NCUA), does not allow us to deviate from these rules in
any manner. 


During our previous conversations with
*** ****, the crux of his concerns revolves around his requests for GFCU to
make exceptions to NCUA regulations for his accounts.  When GFCU staff indicated that we could not
make the exceptions, *** **** indicated that we were not addressing his needs
as a member.

 

Our ******** ** ****** *****, **** **
***** and our ****** *******, ******** ******, have met in person with *** ****
on several occasions to explain the NCUA regulations we must follow.  During those meetings, *** **** indicated he
understood the regulations.

 

*** ** ***** instructed *** **** to
contact him on his cell phone should he have any additional questions or
concerns.  To date, *** **** has never
contacted *** ** *****.  However, *** **** continues to visit our ******* branch and request these exceptions.

 

After repeated concerns by both GFCU
staff and *** ****, the Airport management company requested that our **** ********* ** ****** *********** ******** ********, attend the Monthly
Concessions Meeting with the Airport Vendors (including *** ****) in order to address
the applicable NCUA regulations.  *** **** opted not to attend the meeting.

 

As a credit union, we go above and
beyond on a daily basis to assist all of our members as best as we can.  We understand that *** **** requests certain
exceptions with regard to his accounts. 
However, we cannot accommodate these requests due to NCUA regulations.

 

We welcome the opportunity to discuss
this matter further and encourage the Better Business Bureau or *** **** to
contact ******** ******** directly at ************.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved