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A BBB Accredited Business since
BBB has determined that Austin Telco 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 Austin Telco 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
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
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. James Poplin Ms. Kathleen Miller
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Additional Phone Numbers
- (512) 206-3570 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: In 2011, I took out a personal loan of $1000 at Austin Telco Federal Credit Union, in the interest of a positive impact on my credit score. Through a variety of errors in billing, reconciliation and miscommunication that loan is now reporting as a charge off on my credit report. The account has been paid, in full and the errors in communication along with misdirected funds from the wrong accounts have caused serious damage to my credit scores. A review of their reporting to all three bureaus makes it clear that late fees and payments were compounded or misdirected. For example, their reports to all three bureaus show 14 late payments in less than 2 years. 9 of them are reported as 90 days late – that’s 18 months of late payments on that 90 day tally alone. This is a usurious, predatory lending practice. I have paid the full loan off but they still list the account as a charge off, making it look like I completely skipped out on my obligation. I made my payments at the drive-thru, always marking the deposit slip to show that I wanted the funds deposited to go toward my loan. After a few months, I began to get late notices in the mail. I called to ask why and was told I hadn't made my payments - any of them. But I had. They had been improperly deposited to my checking account, not applied to the loan. The only reason I had the checking account was to set up the loan payments. The bank did not "backfill" my payments with timely payment notices, meaning they continued to report them as late payments even though the payments had been made on time. They did move the funds over to go into the loan but it seems that the damage was already done. I thought from there that the issue was solved and each time I made my monthly payment over the next two months I would verbally confirm with the drive-thru teller that it was to be allocated to my loan payment, NOT the checking account. But then the letters started coming again. The same thing had happened. Frustrated, I called again and was told the same thing. They moved the money over to cover my loan but without my knowing continued to consider those payments as missed or now late payments. When it happened again, I became irritated. I was almost done paying the loan off but they were showing me as paying late repeatedly. In my frustration i sought a payoff and requested documentation to that effect. I was told on the phone that my loan had been paid in full. Then it was reported to the credit bureaus as a charge off. That is when I learned that they thought I still owed $300+ dollars - I have to assume from late fees associated with the misdirected payments. With great frustration and many letters, requests and phone calls I reluctantly paid the remaining amount in an effort to finally clear this issue up. But it continues to be reported and to give the impression that I do not pay my debts. I am making a formal offer, again through the bbb, to pay any fee that is needed to remove the late payments and negative information from my credit reports. I have paid in full and then some, but with all the mistakes and communication errors, I am willing again to reach out to solve this because the whole reason I took this loan out in the first place was to help boost my credit score but the opposite has happened. I now have a glaring charge off on all three reports that makes it look like I do not pay my bills or take care of my responsibilities. I am working with the bbb now in an effort to resolve the matter and my next stop will be the Texas Attorney General’s Office as the mistakes on this account, have damaged my reputation and my credit worthiness far worse than any help that could have come from a simple $1000 personal loan.
Desired Settlement: I would like all late fees and negative or derogatory information on this this account to be completely removed from all three credit bureaus immediately.
Business Response: Austin Telco F.C.U. is obligated to report exact payment history on all loans for all of our members to the credit bureaus. All information regarding this loan has been accurately reported to the credit reporting agencies.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved