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BBB Accredited Business sinceAdditional Locations
Phone: (210) 229-1128 View Additional Phone Numbers 9311 San Pedro Ave Ste 1100, San Antonio, TX 78216
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A BBB Accredited Business since
BBB has determined that Generations 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 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||4|
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 ManagementAshley Harris, Director of Public Relations Mr. Tim F. Haegelin, President/CEO
Alternate Business NamesGenerations Community Federal Credit Union San Antonio City Employees Federal Credit Union
10660 W Fm 471
San Antonio, TX 78251 Directions
10718 Potranco Rd
San Antonio, TX 78251 Directions
1150 N Loop 1604 W
San Antonio, TX 78248 Directions
13311 N Us Highway 281
San Antonio, TX 78216 Directions
1735 S WW White Rd
San Antonio, TX 78220 Directions
18140 San Pedro Ave
San Antonio, TX 78232 Directions
1828 N Saint Marys St
San Antonio, TX 78212 Directions
1945 S W.W. White Rd
San Antonio, TX 78222 Directions
24165 W Ih 10
San Antonio, TX 78257 Directions
4005 Fredericksburg Rd
San Antonio, TX 78201 Directions
6000 NW Loop 410
San Antonio, TX 78238 Directions
7503 Yarrow Blvd
San Antonio, TX 78224 Directions
9255 FM 471 West
San Antonio, TX 78250 Directions
9311 San Pedro Ave Ste 1100
San Antonio, TX 78216 (210) 229-1128 (210) 230-9349 Directions
9900 Wurzbach Rd
San Antonio, TX 78230 Directions
PO Box 791870
San Antonio, TX 78279
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Additional Phone Numbers
- (210) 230-9349(Phone)
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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|2/5/2016||Problems with Product/Service|
Read Complaint Details
Complaint: We have been fighting with Generations Member Solutions department since March 2013 with this very same issue. My husband and I both lost our jobs on the same day at the same time. Did not get our unused PTO or last pay checks. Our family of 7 went 6 weeks without any income. We have been as diligent as possible with our payments and have always stuck to our word when we commit to a payment. We have been treated horribly by tellers at the bank when we go in person to make a payment (which Generations was made aware of) AND we went through several processes to receive a Hardship break on our loan....to find out we were not eligible in the first place. We have never been given opportunities for some sort of relief or resolution. No Skip Payments, no nothing!!!! However, we continue to do our best and make payments as timely as we can. We pay all of our bills online. Generations is the only place that won't allow us to pay online (unless you bank with them....um NO WAY!). We up until this month have been able to email the member solutions department with the payment information and they would process it. Until last week, when I submitted our payment information 7 days ago to process a payment on our truck loan. I submitted the information via email and through the generations website. Payment was not processed through either forum. This is unacceptable. If they want their money...they should process the payment.
Desired Settlement: I would like to receive a "fresh start" on our loan. We have made it this long without losing our vehicle and do not ever plan to. We rely on this vehicle. We have gone through a lot with losing our jobs unexpectedly. We are going through the proper channels to receive our money from our prior employment, but it is still pending in Arbitration almost 3 years later. We have insurances on the loan in place that should have protected our account that no one ever mentioned we could use at Generations. We pay for it every month! We just need a fresh start AND the ability to process payments online or via email. We do plan to ultimately refinance the vehicle as soon as possible (with another bank to get away from Generations), but in the mean time, it needs to be a 2 way street of cooperation. We pay them. They accept it in the form we submit it. Don't call me 3 and 4 times a day - if not more. You could have had payment a week ago!!! Obviously you don't want your money that bad!!!! BUT we are not giving up our vehicle....so process our payment and be done with it.
Dear Ms. ********:
Thank you for your phone call regarding the Better Business Bureau complaint filed against Generations FCU by Ms. ***** *********. The Better Business Bureau ID number for this complaint is ********. It is important to note that due to federal privacy regulations on member accounts, we are limited in our ability to fully respond to Ms. *********’s concerns.
However, in response to Ms. *********’s request that either Skip-A-Payment or a hardship loan be offered, Generations’ policies and procedures indicate that both these products are only available to members who have a satisfactory repayment history, and/or no loan charge-offs on their account. Accordingly, as Ms. ********* indicated in her complaint, her current loan is not eligible for our Skip-A-Payment feature, and she is not eligible for a hardship loan.
With regard to the ability to email payment information, due to security purposes, Generations does not currently offer this service. Email is not considered a secure method of communication as we cannot ascertain who is sending the email without proper verification procedures. In the past, Generations occasionally allowed members to contact our Member Solutions Department via email. However, due to recent internal policy changes as a result of federal privacy regulations, we do not accept payment requests via email from any member.
However, we do encourage Ms. ********* to setup online payments through her primary financial institution's bill payment system which will allow for timely receipt of her GFCU loan payment.
Should you have any additional questions, please do not hesitate to contact me directly at *************
As I mentioned previously, we are limited in our response because we cannot provide specific account details on Ms. *********’s accounts. Additionally, she’s requesting that we make special exceptions for her account which would violate federal lending practices.
Problems with Product/Service
Read Complaint Details
Complaint: This bank refinanced a vehicle for me. After they messed up the paperwork (I was able to take it to the bank and show them where they made a mistake) they continually denied any wrong doing (they failed to pay off the vehicle, claiming that they did, just to send me a letter, months later, stating that they finally paid off the vehicle after I lost it due to their mistake) and now are charging me over $9200 because of their mistake. Also, they rejected my VA disabilities check, even though for the last 3 months they accepted all of my work checks into my fiancs account without any issues, which led me to have to come up with an additional $1500 this month and every month until the VA un-suspends my account because generations rejected it as a fraudulent rejection. Also, while this mess needs to get fixed, I am being charged an additional $100 a week on a bill that was going to be paid with my disabilities check on the 1st of this month (October) I believe the rejection was out of malice due to the fact that I have made complaints to the corporate finance department due to their mistakes.
Desired Settlement: I would like the $9200 bill for the vehicle removed from my credit and for myself to not be held accountable for it. Also, I believe the bank should have to pay the addition fees that I am having to burden due to their mistake again ($100 a week, I can show total amount of fee charged when bill is able to be paid)
Business Response: Generations FCU is limited in our ability to respond to this particular complaint due to federal privacy laws that protect member account information. However, speaking in generalities, federal law requires that a Veterans Administration disability benefit check must be direct deposited into an account that has the disability recipient listed as either a primary signer or a cosigner. By law, disability checks cannot be deposited into accounts where the individual who is receiving the benefit is not listed on the account. As with every financial institution, there are automatic processes in place that reject these types of deposit errors. It is important to note that personal payroll direct deposit requirements are different from those of VA disability benefits. With regard to the vehicle refinance, there are again several privacy regulations that prohibit us from fully discussing the issue with a third party. As mentioned in his complaint, Mr. ****** has indicated that he has paperwork showing an error was made by our credit union. We have contacted him on repeated occasions to request copies of these items. However, he will not provide us with that documentation and has indicated that he will only speak with the Better Business Bureau. We would again request that Mr. ****** contact our Vice President of Risk Management, J****** ********* at ************ in order to resolve this issue. Should you have any additional questions regarding this complaint, please do not hesitate to contact me at ************
Business Response: Please find attached our response to the BBB Complaint. Unfortunately, due to federal laws regarding member account privacy, we are very limited in the response we are able to provide. We cannot provide specific account information that would help clarify the situation. We have attempted to contact Mr. ****** on several occasions, however, he will not speak with us and indicates he will only speak to the BBB.
Read Complaint Details
Complaint: I was told I would receive $75 when I signed up for my checking and savings account through the San Pedro Branch May 19th, 2015. I never received my $75.00 and called to speak to customer service today and was told that I did not qualify because I didn't use my Debit Card 20 times in a month consecutively for three months. No one had ever told me this requirement. I was also charged numerous late fees while Generations held onto my funds without posting my money.
Desired Settlement: Give me the $75.00.
September 18, 2015
*** ****** ****
Better Business Bureau
RE: Generations FCU (GFCU) Complaint #********. * *****
Thank you for your phone call regarding the Better Business Bureau complaint filed against Generations FCU by *** ***** *****. The Better Business Bureau ID number for this complaint is ********.
Generations conducted a campaign promotion from April 13, 2015 through June 20, 2015 which offered an account credit of $75 to new members who:
1) Opened a new GFCU checking account
2) Enrolled in eStatements
3) Enrolled in Direct Deposit
4) Conducted at least 20 debit transactions per month from the checking account for the first 90 days after account opening.
Every piece of advertising and collateral promoting this offer featured these disclosures. Additionally, branch staff highlighted these disclosures during the account opening process, both verbally and through in-branch collateral materials. I am attaching for your review:
1) sample advertisement featuring the disclosures,
2) sample in-branch flyer featuring the disclosures, and
3) sample Staff FAQs that featured these disclosures as talking points.
Unfortunately, Ms. ***** did not meet these requirements and thus was not eligible to receive the $75 credit.
We sincerely regret that Ms. ***** was not aware of the minimum requirements of the promotion. However, the requirements were highlighted in every advertising and collateral material she received, in addition to being verbally presented during the account opening process.
With regard to the held funds, Federal law requires Generations to place “holds” on funds that are deposited into newly established accounts, as required by Regulation CC, also known as the Funds Availability Disclosure.
The hold times outlined in Regulation CC are based on the amount of the deposit, type of deposit, as well as length of relationship with the member. These holds are an industry requirement and occur at every depository financial institution.
Members are made aware of Regulation CC during the account opening process. We verbally walk members through the Membership and Account Agreement (which outlines Regulation CC), and they are provided a copy at that time.
Additionally, the Member Service Agreement is available on our website and mailed to any member who requests it at any time. I am also attaching a copy of our Membership and Account Agreement for your review.
Should you have any additional questions, please do not hesitate to contact me directly at ************.