BBB Logo

Better Business Bureau ®
Start With Trust®
Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of Extraco Banks?

If yes, click here to login.

Are you...?

BBB Accredited Business since

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers home loans and investment property loans.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Extraco Banks 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 Extraco Banks 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.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 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 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Extraco Banks
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

top
BBB file opened: February 04, 1994 Business started: 01/30/1978 in TX Business started locally: 01/30/1978 Business incorporated: 03/22/2002 in TX
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:

Federal Deposit Insurance Corporation
1910 Pacific Ave # 1900, Dallas TX 75201
http://www.fdic.gov
Phone Number: (800) 568-9161

Type of Entity

Corporation

Business Management
Mr. Paul Taft , Senior Vice President, Compliance Officer Mr. Mike Thompson, President / CEO Ms. Cheryl Traudt, Vice President - Director of Marketing
Contact Information
Principal: Mr. Paul Taft , Senior Vice President, Compliance Officer
Principal: Mr. Mike Thompson, President / CEO
Business Category

Banks Insurance Companies Mortgage Brokers Mortgage Bankers Computers - Networks


Customer Review Rating plus BBB Rating Summary

Extraco Banks has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 100 W Central Texas Expy

    Harker Heights, TX 76548

  • 1003 E Highway 190

    Copperas Cove, TX 76522

  • 107 S Frontage Rd

    Lorena, TX 76655

  • 1207 N Loop 340

    Waco, TX 76705

  • 1208 E Main St

    Hamilton, TX 76531

  • 1504 Williams Dr

    Georgetown, TX 78628

  • 1612 Williams Dr

    Georgetown, TX 78628

  • 1700 East Palm Valley Blvd.

    Round Rock, TX 78664

  • 1700 N Valley Mills Dr

    Waco, TX 76710

  • 18 S Main St

    Temple, TX 76501

  • 1821 South Valley Mills Dr.

    Waco, TX 76711

  • 200 Hewitt Dr

    Waco, TX 76712

  • 2000 N Main St

    Belton, TX 76513

  • 201 W Jasper Dr

    Killeen, TX 76542

  • 250 University Blvd

    Round Rock, TX 78665

  • 302 N Key Ave

    Lampasas, TX 76550

  • 3615 S 31st St

    Temple, TX 76502

  • 415 N Johnson Dr

    Mc Gregor, TX 76657

  • 5402 Holly Rd Ste 2106

    Corp Christi, TX 78411

  • 700 Lavaca St Ste 1400

    Austin, TX 78701

  • 800 E Main St

    Gatesville, TX 76528

  • PO Box 6101

    Temple, TX 76503

  • PO Box 7595

    Waco, TX 76714

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have owned my account with Extraco for too long. Since they were paid to go with Discover, their service has bit the dust. My card & my wife's card picks and chooses when it wants to work. We can't buy groceries, we can't pay bills, we can't get gas. Either the cards won't work or Discover is not acceptable. Which in our case is every single one of our bill vendors so we are left to pay third party vendors to pay our bills. I call EVERY time this happens. It's my money, I shouldn't have to ask permission or worry if it's going to work. The most recent time, my wife called and since she has lost her voice she has to yell to be heard. I was standing in the same room while Extraco was on speaker so I know exactly how this issue came about. When the "relationship banker" by name of **** came to the phone, there was automatic tension. That alone shouldn't be; if you're having a bad day, leave it at the door! Since my wife is yelling to to be heard this woman is becoming offended. I explained whybshes yelling and she told me "this phone call does not concern you, please do not interrupt again." Are you serious ****?! That is MY account! After this, she told my wife & I to "** ** ****." Is that really how Extraco is treating customers now? My wife tried to file complaints but couldn't get anyone to cooperate. Today 10-10-14 my wife was once again attempting to use the account when ait declined again. She went to the bank where they informed her they had closed our account. She called me & I went to find out where my money was. We find out that we have been fired from Extraco for "use of inappropriate language." Without notice. Without authorization. So we were cursed at by ****, a relationship banker for Extraco but we, the customers were let go instead of corrective action towards ****. I wanted answers and got nothing from the bank. They are completely oblivious to the language & manner in which their employees treat their customers.

Desired Settlement:

I demand an apology to myself and my wife from Extraco & from ****.

Business Response: Mr. ******

We apologize for any inconvenience or offense you may have experienced in working with Extraco Banks or its representatives. Please contact a customer care representative with further questions that you might have.

Prior to selecting Discover as our debit card provider, Extraco and Discover determined through transaction testing that the vast majority of local and national merchants who our customers used did accept Discover card. During the conversion to using the Discover debit cards, it was found that some local merchants did not accept Discover card. Over the following months, Extraco and Discover successfully helped most non-accepting merchants to make any necessary adjustments to begin accepting Discover cards. Extraco and Discover representatives are continuing to work with the remaining local merchants who we have confirmed do not currently accept Discover. We apologize for any inconvenience caused by the conversion process.

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

I am rejecting this response because:

It does not explain why **** was allowed to cursed at a (now former) Extraco customer nor does it even acknowledge this fact and matter of concern for how customers are treated. NOt to mention myself and my wife have made it clear that **** owes the apology. Also, your response doesn't explain why TXU, DISH, H-E-B, WALMART, CAR INSURANCE & MORTGAGE were all deemed unacceptable for Discover payment. 

Regards,
**** *****

10/8/2012 Problems with Product/Service