Customer ReviewsforAustin Telco Federal Credit Union

Wish I could give this FCU 0 stars. After years of being a patient and tolerant customer I am finally at my wits end. ************************* updated their online system and never once sent an email to me that bill pay would be unavailable. I call when I was unable to access bill pay on my phone/mobile login after new system was released and was told they had since an email about ******************* being down, i searched for an email but had NEVER recieved any notice. Today more than a week later I can not access ******************* and when selecting it get logout. I'm done Aus Telco you are FIRED! This is no way to run a financial institution.

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Thank you for the opportunity to review this matter and we apologize for any inconvenience that you may have encountered.  We took considerable effort to not only announce the digital upgrade but also customized messaging in multiple channels to members using specific services with the digital banking.  At the time we received notice of your complaint, a member of our payments team, has reached out to try and assist in troubleshooting any errors you may have encountered.  In some cases, we have identified that the individual user may have pop-up blockers enabled on their computer which is impacting the overall bill pay experience.

Our records do show that topic specific emails were sent to your email on file.  Additional information was shared with our membership through the credit union website, digital banking banners, and member newsletters. We understand that you are frustrated and want to ensure you get the most out of your membership. A member of our team has reached out to your phone number on file to offer further assistance.  Thank you for your membership and for the chance to look further into this matter.

Respectfully,

Austin Telco FCU

This is strike 2 for us: The new digital banking has changed the status of our "joint" account to primary. They want to see the "original" POA (power of attorney), and will not change their new designation back to joint because this is the new norm in banking. We have reported our dissatisfaction to manager. According to staff, the reason why they have two designations (separate logins for spouses) is this is the "trend". We were told a husband brings his wife in and creates a joint account, and then the husband comes back to open up a private account. This new trend prevents the unknowing spouse from seeing the husband's private account. The wife and husband must have separate logins.So, the customers want individual accounts for privacy reasons. (We can only guess that some people just want to play the shell game). We reminded the staff that this can cause problems if encouraged with IRS and inheritance issues. We also noted it affected credit score issues, as my wife has a better or higher score due to her purchases. We are not interested in this new digital designation and want our joint back. (***** is a community property state). We still have the original enrollment forms that prove we opened a joint account.Needless to say, the login is seen by us both. It is only the "title" of the account that designates only one spouse as owner. Strike 1: This is the 2nd software upgrade the ** has made that cause us concern. The first was tap-to-go credit cards that were considered by card member services to be bad. One of our cards failed and disrupted service. They acted like it was our fault demanding we put in the correct numbers, yet that failing card was all we had. Resolution was to get an entirely new card.

Thank you for your questions regarding account structures at *********************************************.  As a member-owned financial cooperative, accounts have always been structured with a primary member and a joint.  This goes back to the origins of credit unions and the rights and privileges associated with membership.

Regarding the home banking upgrade implemented last week; the upgrade in no way changed the ownership status of any account.  With our previous home banking platform, each account had only one login username and password.  Because of this limitation, the login credentials were often shared, especially by spouses, in order for multiple people to be able to view and manage the account. 

Our upgraded platform allows for all primary and joint account holders to have their own login with their own unique username and password.  This not only allows for a more secure and personalized experience for each account holder, but also brings about additional benefits such as the opportunity to present individual credit scores for each account holder, and the ability to customize the look and feel of the account display to suit their individual wants.  Each member will see all the accounts they are associated with and can set up their display and favorites as they see fit. 

If you would like additional information regarding the account designation, please feel free to contact one of our member services team.

I've had an account with them since the 90s and never had a problem. They have some great savings account rates.