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This business is not BBB accredited.Additional Locations
Phone: (512) 474-1955 Fax: (512) 474-2731 View Additional Phone Numbers 306 E 10th St, Austin, TX 78701
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This business is not BBB accredited.
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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 Public Employees 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||1|
|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. Gary Whitcomb, President/CEO
Credit Unions Consumer Finance & Loan Companies Real Estate Loans
THIS LOCATION IS NOT BBB ACCREDITED
306 E 10th St
Austin, TX 78701 (800) 772-1955 (512) 474-1955 Directions
THIS LOCATION IS NOT BBB ACCREDITED
PO Box 2205
Austin, TX 78768
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Additional Phone Numbers
- (800) 772-1955(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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Problems with Product/Service
Read Complaint Details
Complaint: December 2015, I attempt to withdraw funds from the ATM at the Public Employees Credit Union (Walnut Creek Branch) 8013 Centre Park Drive Austin, TX 78754. The ATM did not dispense requested funds, However my bank account was debited for the amount. I immediately came in contact with the bank manager (***** *****). ***** attitude towards me was very careless and unprofessional. She s****d I'm going to have to wait one week until the ATM company (Brinks) comes out and audit the ATM. 8 days later I contacted *****, she s****s the ATM had a malfunction but due to the fact she is busy with other things she was unable to assist me, then ***** hangs up the phone in my face. I have never experienced such carelessness from ANY banking institution.
Desired Settlement: An Apology from ***** ***** for her unprofessionalism towards me & $380 the ATM was suppose to disperse.
We did not receive the first BBB notification that you referred to. The first notification that we received was on 1/17/2016.
******** **** is not a member of PECU nor is he an accountholder at our credit union. PECU did not issue the card used by Mr. **** at our ATM in this disputed transaction. Mr. **** did not talk to the credit union Branch Manager. Mr. **** did talk to the PECU branch Head Teller. The responsibility for this particular problem is primarily that of the card-issuer, not PECU. However, we worked hard to help Mr. **** and, as of last Friday, January 15, Mr. ****’s funds were restored, despite the fact that the card-issuer never contacted PECU regarding his dispute.
Mr. **** requested a $380 ATM withdrawal at PECU’s Walnut Creek branch ATM and s****d that he did not receive the requested funds. Mr. **** requested the withdrawal using a card not issued by PECU. Mr. **** must go back to the institution that issued the card that he put in PECU’s ATM machine to request the $380 ATM withdrawal to begin his dispute of the ATM transaction. The card issuing institution should then send a dispute form to PECU. PECU would then look at its ATM balancing information to verify whether or not the transaction disbursed his funds or not. All financial institutions would be forced to address this situation exactly the same way that PECU tried to resolve the issue. All disputes originate at the institution that issued the card used in any disputed transaction. The company that issued Mr. ****’s card never contacted PECU about the dispute Mr. **** filed.
After Mr. **** starts the dispute process with the card issuing institution, PECU should receive a dispute form from the card issuing institution. Once the dispute can be verified by PECU, we would then credit the account of the institution that issued Mr. ****’s card. Then the institution that issued Mr. ****’s card would be responsible for getting any monies owed to Mr. **** back to him. Mr. **** expected his funds back immediately. But when a card is used at an ATM not owned by the card-issuing institution, and there is a dispute, the resolution takes much more time. We do not have access to Mr. ****’s account information and must rely on the card-issuer to inform us of the facts of the dispute.
Mr. **** became agi****d once he learned that we could not immediately give him back the money that he s****d he did not receive from our ATM. I understand his agitation and I would be agi****d as well as $380 is a lot of money. But in this case the dispute must be filed with the card issuing institution. ATMs are wonderful and provide easy and convenient access to your money – when they function properly. When an ATM does not function properly, a cardholder must file a disputed transaction report directly with the card issuing institution. When you need to file a dispute for non-receipt of funds from an ATM, it will be quicker if the ATM is owned by the same institution that issued the card. When the ATM is owned by a different institution from the institution that issued the card; you have the worst case scenario as far as getting the dispute handled quickly.
Again, PECU was able to resolve this error and restore Mr. ****’s funds without the card-issuer taking responsibility as required by federal regulations.
Yes, the dispute has been resolved and funds have been received. However, the customer service experience was unsatisfactory. Again, ***** ***** the Walnut Creek Branch "Lead Teller" attitude towards me was unacceptable. No ifs, and or buts about it. When ******** **** entered the bank on 12/29/2015 and informed ***** about the ATM issue, she blew it off as she did not care. ***** swore up and down I was delusional, due to the fact I was the only customer that had an issue with the ATM. I was so bothered, I contacted the Vice President of PECU banks - ****. **** apologized to me on the behalf on ***** *****, and s****s she could have done a better job, and he would personally address the issue with *****. The only reason I received my funds back was by contacting PECU upper management . ***** ****** the VP of Financial Services was very sympathetic and helpful & assured me she would do everything in her power to returned the owed funds to me. I am very aware that when these malfunctions happen, it will take time to complete the dispute due to the fact I am not a member of PECU Bank. However, there is NO reason to mistreat customers. PERIOD.
Read Complaint Details
Complaint: My issue that I have tried to address numerous times now is that on my TransUnion report, this account is being reported as open with a balance due of $829.00. This account is closed. I have a copy of the title. On 1/11/2013, 6/6/2013, 7/9/2013, and 7/24/2013, and 8/27/2013 I disputed the inaccurate information with TransUnion and it was subsequently verified as correct each time. My second area of concern is that "hard" inquiry was done on my Equifax credit report on July 24, 2013. Another "hard" inquiry was done August 28, 2013 on both my husband and I's Equifax reports. There was no permissible purpose for me or my husband's credit to be pulled by PECU. Neither of us authorized a pull by phone or in writing.
Desired Settlement: I want the hard inquires removed from my and my husband's credit reports and I want my TransUnion report to be updated to reflect a zero balance and paid in full.