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Phone: (432) 363-6600 Fax: (432) 367-0611 View Additional Phone Numbers 4041 E 52nd St, Odessa, TX 79762
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Southwest 66 Credit Union include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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
Type of Entity
Business ManagementMr. Sean Cahill, CEO
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Additional Phone Numbers
- (432) 368-4239(Phone)
- (432) 333-4900 (Fax)
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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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: I attempted to make a deposit into my account consisting of both cash and checks. They required my ID to complete the transaction (I did NOT ask for cash back), I refused to provide my ID and my deposit was refused. I promptly went inside to close the account (stood in line for 20 minutes...with only 2 people ahead of me) I explained what happened. She said "so, you want to close the account?" My response, "yes!" She promptly did so and NEVER once asked for my ID! Really? I just left with my $740 deposit and my $4,700 + balance all without showing my ID one time! My call to management has yet to be returned!
Desired Settlement: I want an explanation! Why was the ID required to make a deposit and. NOT required to withdrawal the entire balance?
Business Response: It is our Company Policy to ask for ID in the drive and in the lobby no matter what type of transaction the member is making. This is a safety procedure not only for our members but also for our credit union. I am sorry that the teller did not ask you for your ID when closing the account she should have asked for your ID to verify your account. When coming through the drive thru the tellers always ask for an ID to verify that the person making the deposit or withdrawel is the account holder.
I left a message today 3/19/15 for Mrs. ****** ***** to contact me regarding the complaint she had regarding closing her account and the teller not asking for her ID. PLease contact me at 432-*********
Problems with Product/Service
Read Complaint Details
Complaint: I applied for a loan over 5 weeks ago. Still no response. I have spoken to Branch manager **** who wouldn't return calls until I showed up in person. For some reason when they pull my credit report nothing shows up on their end. **** requested copies of where it shows my credit score. I sent her my credit card statement and I also went to experian a website and purchases my own report to show her. Their new and improved phone system is the worst. Every time I call I have to wait at least 15 minutes for someone to answer it's just a recorded message playing the whole time. I finally get through and ask to be transferred to her and I just get her voicemail. I gave left 4 voice messages since Friday and emailed her about 4 times. She doesn't respond. I want to speak to whoever is above her because she won't give me that information either, so that I can complain. I want other people that try to use this credit union to know how bad the customer service is their. Their Facebook page also has complaints listed.
Desired Settlement: I want**** ****** boss to call me.
October 29, 2014
The member called and dispute the decision to decline a loan when we explained she was not eligible for a loan at this time. We had helped her just a short time earlier with helping reestablish credit by providing her and her husband a credit card with the credit union and it was simply too early to issue a new loan. The member was not happy with this response and started coming in demanding while being very rude to speak to someone in charge. She spoke with our VP of Operations to complain. Our VP of operations explained once again why she was not eligible for a loan. We attempted to pull a newer report, even though we weren't in any way suppose to pull a new one just to see if something had changed. The more inquiries one has, the greater impact it is on the score. The member had placed a freeze on her report and we were unable to obtain a score. She demanded we use her credit report she pulled for herself. We. Explained we cannot use her Bureau but we have our own and she needed to see why her score was frozen. Nevertheless, it would not change our decision as again based on our current information and recently granting credit, she was not eligible. Even after this discussion, she came back in several days later and then wanted to see someone higher, so the EVP/COO contacted her and explained everything again and that we are here to help and in the Business of granting loans. We are working hard with her to place her in the position where we can help her. We have given her and her husband a credit card even though it was outside of our guidelines. It seems unreasonable to demand more when we have already done more than our underwriting standards will allow.
The member was accepting and understood the outcome after speaking with the EVP /COO over her concerns.
The member went online to our Facebook page, our COO EVP learned and slandered the credit union badly along with several other people she knew. To the Point we had to temporarily shut down our Facebook page.
My whole reason for filing the dispute for credit union was because no one was returning my calls, messages or emails prior to speaking to the VP of operations. Every time I called about the loan application I had processed they would tell me the girl that processed my application was on the other line and would call me back. She would never call back A week passed and I called again and they said she was out sick. I asked to speak to a manager and they transferred me to **** ****** voice mail.I Left a voice mail. The next day I went by credit union and asked to speak to **** because she never returned my call. The receptionist told me she was not available. I then kindly asked the receptionist if she could give me contact information for someone above **** ***** since she wasn't even returning my call. She asked me to hold on went to back and came back with ****.
I then went with **** to her office and explained to her what was going. on. She apologized for not returning my calls. She said she did receive them but she hadn't been able to call me back. She said "We keep having these stupid meetings and so I get so backed up with work" Then she apologized for saying that and said she didn't mean to say it like that and shouldn't have said that in front of me. I told her it was ok. She said as soon as meeting was over she would check on status of loan and call me back. She called me and said they showed no history of credit on my credit file. I advised her my credit score was around the 620s and that i had several credit accounts. She then asked me if I could provide her with a copy of my report that i had so she could show it to underwriters and that she would get back to me. I even have an email from **** asking me to email her my report, which I will forward to you. The problem started again when I never heard from **** again. I sent her my report and then I let a day pass to give her time to receive it since I know she is busy. I then emailed her to see if she received it. She never responded another day passed and since she had given me her direct line I called her no answer so left her a voicemail another day passed and she never called me back so the next morning I called and left another voicemail. Right before closing I went into the credit union and asked to speak to her since she still hadn't returned my call. She was gone for the day so the loan officer that was there asked if she could help with anything I explained to her what was going on and expressed to her that I was upset becuase I still did not have an answer from ****, this is like a whole month after I had requested the loan originally. She told me to hold on and went to back and came back and gave me a phone number for VP of operations and told me to call her. By this time I had already filed complaint with BBB before I went to credit union. Their facebook page had a rating button on there and I went on there and gave them a 1 star out of 5 and commented that the credit union was really bad about getting back to people about loans. None of my friends went on to post anything. I Did see a previous post that a mutual friend had posted but that was a couple of months before I did and she was having the same issue. A lot of other people gave the credit union bad reviews for same issues as well as not answering phones but I did not know those people.
Any how I finally spoke to the VP who finally spoke to me and gave me an answer. After I spoke to the VP is when Erika finally called me and explained everything to me. So it took me calling the VP to finally get someone from the credit union to call me back and get me an answer on my loan status. That is all I wanted even if it was sorry we cant approve your loan at this time. My complaint was not because I did not get approved for a loan. My complaint was filed because no one would call me back. I never spoke to anyone about the loan until after I spoke to VP so their response is inaccurate saying I came back because I was denied. NO one ever told me I was denied Jayne only told me they couldnt see anything on my credit file. I wish the VP would call me back to get these comments by credit union straightened out because they are inaccurate. I an forwarding ****s email right after I send this.
I am sorry that the complaintant had not received a phone call back from ****. We are currently in the process of correcting our procedures so that this type of incident does not happen again. We have a VP of Operations that now makes sure all phone calls and emails are answered in a timely manner and the Centralized lending department is also calling members back in a timely manner. Again I am sorry for all that the consumer has gone through and I hope that we can resolve the issue. Please contact me with any further questions.