ComplaintsforGreater Texas Credit Union

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greater Texas federal credit union is conducting theft of my vehicle title, which was paid in full on September 06, 2023. They kept the title instead of turning it over to me, claiming that is a resolution for a different account and different contract that has a balance. This paid off vehicle is irrelevant to any other contracts or accounts.

  

  Business response

  03/25/2024

  ****************** has been in contact with the Greater Texas Credit Union since May 2023 regarding delinquent loan challenges.  We apologize for any inconvenience that *** have been experienced while working with Greater Texas Credit Union.  The title for the 2016 Dodge Ram 1500 remains held under the credit union's cross-collateral enforcement position due to outstanding loans in default. 

  The cross-collateral default remedy enforcement language is in the Closed-End, Loan Agreement, and Security Agreement signed by ******************, which reads: "You are granting a security interest in 1. Your shares and deposits in the credit union. 2. The collateral described below. 3. Collateral for other loans with us, except for your home and household goods."

  Please reach out to the credit union to discuss resolution by calling ************/************,option 8, or via email at *************************.

  Customer response

  03/25/2024

  Complaint: 21459653
  
  I am rejecting this response because:
  The said vehicle documents attempting to be stolen, were all paid off and supposed to be in my possession since 2023. 
  Regards,
  
  ***********************

  

  Business response

  04/03/2024

  The title for ****************** is being released today, 4/3 and sent via certified mail.  Please contact the credit union with any further questions or concerns.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is in regards to a couple of different situations with this bank. *** reached out for assistance on disputing a charge and they have been less than helpful and more than rude! I explained the situation in detail when filing the dispute yet Im still given a hard time. *** also reached out due to incurred fees because of funds needing to be transferred from 1 account to the other and the same two by the name of ***** continuously responds to rudely and is so unhelpful!

  

  Business response

  01/20/2024

  We are sorry if the member did not have a positive experience with our staff.  On 1/18/2024 the two fees in question were refunded.  The fee refund was initially denied while the merchant dispute was reviewed.  It can take up to 120 days for a dispute decision to be made between the member and a merchant.  At the time of the initial fee denial, the credit union had not received a response from the merchant.  The merchant dispute is still in pending status with the merchant.  

  Customer response

  01/23/2024

  Complaint: 21116971
  
  I am rejecting this response because: I spoke to someone last week and I was told that the credit union must wait 15 business days to provide a provisional credit. Our account should be protected by the credit union and customers should not be given a hard time if a situation like this should arise. Today is 15 days so the credit should be applied back to the account since the merchant has not refunded and advised us to contact our bank to do so. *** spoke to the merchant numerous times and Im told the same thing. Which is why Ive contacted my credit union on this but been given the run around. The fees were only refunded after speaking with a rep who understand the entire situation. 
  
  Regards,
  
  *****************************

  

  Business response

  02/19/2024

  At this time, the merchant has verified that the account is past due, and the charges are valid.  The credit union has instructed the member to work directly with the merchant with any further concerns.  This is the second time the member has claimed fraud on this merchant.  However, in both cases it was determined that the charge was properly assessed and processed. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Various complaints with the bank over the years that need resolution. They constantly take out overdraft fees, even when they are the result of their own mistakes. on 12/19 I deposited a check and they told me two days. I'm still waiting on my money and now they're telling me due to "special circumstances" they can't release the funds until tomorrow now. Yet they refuse to reverse overdrafts that are now being caused because I was unable to get my money when they promised it would be released, even though there shouldn't even have been an issue with the check to begin with. Every time I call them, they make a different excuse as to why I don't have my money. They told me that I should've done it in person, even though I used the check deposit tool on the app. They make no mention of holds or anything, it just says funds deposited before 3 p.m. would show up the same day. I can't deposit my money in person anymore either because it was already submitted. It wasn't even that large of an amount where they would place a hold, and now my life is again in ruin because of this bank not being honest with me, being shady and doing just whatever they feel like with my money. I have had to go nights without food because the bank didn't want to do the right thing at any point to help me. I've already seen how overdraft fees are supposed to be illegal anyway, under an order from the president, but I'd guess it would require me to dispute them in court, which I can't do without money. I am tired of the amount of unnecessary stress this bank has caused me. It is always the main office that you call that gives me issues. When I go to the branch in *******, where I live, I never have any issues. They hire people who can't do their job properly and *************** me more when I ask for help. I am done being treated like I don't matter.

  

  Business response

  01/17/2024

  We apologize for the inconvenience this issue has caused.  The deposited checks were insurance checks from out of state, triggering holds on the funds per the credit unions policy and federal regulation (Reg CC).  We appreciate the use of the different deposit options available to Greater Texas Credit Union members, including Remote Deposit Capture (RDC) and our shared branching network with other credit unions.  The check for $1,250 from ** Life was deposited using RDC and had a 2-day hold.  During that hold, the member did 7 transactions, each insufficient due to the deposit hold.  The larger, $73,000 deposit was done through the credit union's shared branch network.  Though the credit union was not a Greater Texas branch, they followed the hold procedures per their policy and in accordance with federal regulation of **** days.  

  The Funds Availability Policy brochure is provided to all members at account opening.  We also have this information available on our website under Account Disclosures.  Information on deposit holds is provided on all Greater Texas Credit Union receipts with the date the funds will be available for that specific deposit.  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May, I noticed I was being charged for CPI for my auto loan even though I have full coverage car insurance. I contacted the bank and they said they would have charges removed from my account balance if I provided proof of insurance (declarations page of my insurance). I emailed the page and called to verify it was received. Months have gone by and they still have not removed these charges from my auto loan. I am also accruing interest on these extra charges. I have reached out numerous times regarding these charges, and they will not respond to me asking to have them removed. In June 2023, I was told it could take up to a month. It is now the end of October and I get ignored every time I ask. I have been restricted access to my auto loan account and no longer am able to see the account ledger. I have asked to be granted access back to my account so I can see if these charges were removed, and have been ignored.

  

  Business response

  11/10/2023

  In speaking with the member, they are aware that the refund has been made to the account.  An email containing transaction history showing the refund dates and amounts has been sent.  Thank you!

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  oday this bank denied me access to cashing out my funds. I was interrogated why I wanted to take my cash out and then after i answered I was taken to the managers office like a child at the principals office while she called 3 people and explained my story as if it was any of her business and then denied me taking my cash out after saying she thinks it will be ok. Ive been a local business owner for over 10 years in *************** and had my account here for 10 years without a single . There is no hold on my funds no holds on any checks my balance is current and available I can withdraw cash from the atm and purchase with my debit card. Personally I feel like I was discriminated against. Im having to seek legal assistance just to get my own cash out of my account. Never in my life did I ever expect this to happen Im currently buying a house and it appears that Im going to lose the house over this. ************************* is the person who denied me access to my money. If you have money in this bank and you trust them be very cautious because if you have an emergency and need your money they might not give it to you its up to her discretion if she feels your trust worthy or not To get your own money. Ive never experienced discrimination before but it hurts badly and now Im losing a lot more than money over this. Personally Id be scared to have money here in the future and Ill go to a big bank instead of a credit union from now on. Im including a picture to show that my available balance and current balance are cleared in case they respond to this and lie about what happen. They should be ashamed of themselves you can search my case with the bbb as well as the Texas attorney generals office for further details on this matter after todays date thank god I was smart enough to have the talk on my phone and screen shots as well. This is the first negative review Ive ever posted but I think its necessary for people to know what happen.

  

  Business response

  11/08/2023

  ******************** was asked to step into the branch manager's office for privacy reasons to discuss his account.  We do ask our members questions for their protection due to the rise in fraud we see on a daily basis.  *************************, the branch manager at this location, contacted our accounting department and *****************, AVP to inquire why ************************ account was appearing the way it was on our system.  ******************** was able to withdraw his funds the next day.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had issues with getting the mobile app to work and they schedule a call with the developer then it gets cancelled. So here I am nearly a month later and unable to use the app. They have also restricted my account from mobile deposits and I am not near a branch. The nearest branch is about a ********************** which is not convenient. I am a state of Texas employee and I have had a check from retirement for a week now that needs to be deposited but they refuse to allow access to do so.

  

  Business response

  06/17/2023

  ******************,

  Thank you for the opportunity to review this matter.  We apologize for any inconvenience you may have encountered with digital banking during our recent conversion.  We strive to provide top tier service.  Our digital banking team has investigated the matter and found a solution for your account access.  A member of our team will be reaching out to confirm your successful login and access to your accounts through either our desktop digital banking or mobile App.

  We appreciate your membership and value member feedback.

  Greater Texas

   

   

  Customer response

  06/19/2023

  Complaint: 20190535
  
  I am rejecting this response because: this has not resolved the matter of accounting restricting my access to mobile deposits and Im ***** miles away from the nearest branch.  As a *********** employee this poses a hardship for me. 
  
  Regards,
  
  *****************************

  

  Business response

  06/20/2023

  Thank you for the opportunity to review this matter further.  The *** or remote deposit capture service through our mobile App and deposit capable ATMs is a service that can be restricted due to items being returned as insufficient. In cases where items are returned as insufficient, the service will be restricted and not permitted, even when a member is still permitted to have mobile App access.
  
  If ******************, has additional information relating to the previous transactions on her account, we will be happy to review further in consideration of the request. We will also reach out to her directly.
  
  We do appreciate member feedback and the important voice they have in our organization.
  
  Respectfully,
  
  *************************
  Sr. VP & COO

  Customer response

  06/21/2023

  Complaint: 20190535
  
  I am rejecting this response because: I am in need of this feature as I am an hour away from the nearest branch. When I had a return is was the other banks error! Not my fault this happened! 
  
  Regards,
  
  *****************************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Early at the start of the year I received notice that I needed to provide insurance verification on the vehicle financed. I sent to my insurance agent to forward to them, around the 2nd month of the year I received a notice that they had procured insurance to cover the collateral. I called on the phone and was told I had to basically resend the info. At this point I requested a pay off amount and sent a check that was $12600.00 and when I called today there was a lesser amount applied to the loan and a balance of 63 cents remained which has now blossomed into a $58.63 total billed. I also told the representative to close out my share account which has a balance of *****. My question is why could they not take the 63 cents from that and send me the balance instead of sending confusing notices with hidden late charges. I knew I should have gone with one of my lenders rather than let them place me with these guys. Basically all I want is the title to the vehicle I payed off and they can keep the money since that seems to be their major concern.

  

  Business response

  06/14/2023

  ************,
  
  Thank you for bringing this to our attention and allowing us the opportunity to review this matter.  I apologize for the inconvenience that you encountered, and it is not the experience we want for any of our members and borrowers.
  
  We have credited you for the charges related to the policy and we have processed your title to be sent to you.  We believe this error was the result of a vendor migration and apologize for the interruption in your borrowing experience.  We have also visited with the team members involved to review and address the opportunity for improvement.
  
  Thank you again for your membership and in bringing this to our attention.
  
  Respectfully,

  *************************
  Sr. Vice President ***** COO

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug.26,2022 my husband and I went to to the Drive Thru to deposit $6000 cash and checks. While on line we counted the cash again which were in 2 different envelopes one containing $4000 which was marked with the corresponding amount and the other money bank envelope with $2000 cash .We decided to deposit only $4000 cash + checks ,however , my husband accidentally placed inside the canister the other envelope containing $2000 and unable to get back the canister so he called the teller immediately and told her to make a correction because the cash in the canister was $6000 instead of $4000 and she responded to give her a minute. However , when we received the receipt the cash registered was only $4000, so I immediately went inside the lobby and made a complaint. The teller , ***************************, went out and told me that she only counted $4000. I asked for the envelope with $2000 cash because she did not returned it with the other envelope which the teller usually does whenever I deposit. She told me she has it and returned it to me after several minutes in the back. The envelope was empty and she said that I might have dropped the money in the car, but I told her it is impossible because I saw my husband placed it in the canister and that is why we called her immediately. She insisted that she only counted $4000 . She said they are closing and her manager will call me Monday after looking at the camera. We were told that the camera only showed the teller's head and did not show how much money are inside the envelopes. I emailed the President of the Credit union who is in ****** and tried calling him but no answer until now.

  

  Business response

  09/26/2022

  Thank you for the opportunity to review this matter.  We take the matter seriously and transaction accuracy is key to our daily effort in serving members.

  The transaction in question has been reviewed along with the supporting documentation.  An audit of the teller drawer and activity was also completed and no discrepancies were found.  The transaction amount and supporting documentation has been verified.  As shared with the guest member, the completed transaction was accurate based on the transaction slip, checks, and cash presented for deposit.
  
  During the in-person transaction and follow-up discussion with branch staff, the guest member referenced a yellow envelope that was not presented during the transaction but was within possession of the guest member.
  
  While we understand there is a disagreement, the records reflect that the transaction was completed accurately.  

  Customer response

  09/27/2022

  Complaint: 1801269
  I am rejecting this response because: the Credit Union  is not showing the complete video of the teller counting the money like the other bank. It only shows the  amount of cash that she wants to count from the box . If there is an excess in question she can cover it up or among themselves. The 2 envelopes each containing the $4000 dollars cash  plus another bank envelope with $2000 cash which the teller kept and did not return it to me until I asked for it and it took her a long time to return it to me without the $200 csash anymore. 
  Regards,
  
  ***************************************************************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today on 7/5/22 we incurred 13 nsf fees opposed to 1 OD fee. This is on the extreme side of things and absolutely ridiculous! So instead of our account being OD $378 it is OD $729. Making it very difficult. They are beyond unhelpful in these situations! I totally understand that I have courtesy pay as a feature but Ive also tried to get a line of refit for situations like this and any time we try for any type of assistance they decline anything and everything.

  

  Business response

  07/18/2022

  Thank you for the opportunity to review this matter.  We value member feedback and will always be willing to look further into a situation or account activity.  As it relates to ODP or overdraft privilege pay, this is a service that all members opt into or out of and the coverage is based upon their request.  ************ with associated fees is based upon transactions initiated by the member.  If at anytime the member disputes the transactions involved and those transactions are found not to be the responsibility of the member, then any associated fees would also be reversed.

  Members also have every opportunity to opt out of this service for their account.  We do and have provided courtesy reversals of the fee and that is the case on this account.  As for the account's current status and in being sensitive to the privacy of the member, we recommend direct communication by the member as one of our departments is reaching out based upon the current status and recent transactional activity.

  Any further reversal of ODP fees on the account for transactions initiated and conducted by the member would require the termination of ODP protection on the account for all future transactions.  We can facilitate this upon the member's request.

  Again, thank you for the opportunity to review this matter.
  
  Greater Texas Credit Union

   

  Customer response

  07/19/2022

  Complaint: 17521558
  
  I am rejecting this response because:no one has reached out and they are less than helpful when I call in. 
  
  Regards,
  
  *****************************

  

  Business response

  07/28/2022

  Thank you for the opportunity to again review this matter.  At this time, the account is not in good standing due to multiple returned deposits from an alternative account at another institution.  Notification is sent to the member to review and address.  The account is also available for review through online access or an in-person branch visit.
  
  In relation to the Overdraft fees, the credit union has provided multiple courtesy reversals in the past.  Our members have every opportunity to opt out of the service and at this time the account does not qualify and due to recent activity on the account, the discretionary service has been revoked.

  Customer response

  07/29/2022

  Complaint: 17521558
  
  I am rejecting this response because:they have failed to communicate with me at all and are completely making assumptions! 
  Which is totally not right. Why dont they try speaking to me instead of making assumptions?!?!
  Regards,
  
  *****************************

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/6/22 I was charged $98.49 and $51.36 by a merchant who charged my debit card in error. These charges were not to be charged to my card until May 2022. I reached out to them and with them not having a way to correct the issue they asked that I reach out to my bank to do so. So I filed a dispute and its been declined. Im out $203.85 with fees incurred from these transactions and this is putting me in a bind. GTFCU is not doing as they should regarding this matter. I did not authorize the charges to be made now! I did not expect to be out this amount!

  

  Business response

  04/20/2022

  Thank you for the opportunity to review this matter.  After a review of the account and case involved, we can provide a summarized response but due limit specifics due to the protection of individual account information.

  Our office received a card dispute on 4/8/22 and in this case the member stated that they made purchases from a merchant on 4/6/22 and that she ordered the wrong things.  In the dispute there was no mention of charges being processed early.  Agreements between a merchant and customer are between those parties and the credit union does validate or mediate those arrangements. 
  

  In the case of incorrect purchases or even in a dispute over the timing of approved purchase payment(s), the credit union is not responsible for those purchases.  These transactions were not part of a credit union error.  This is a disagreement between the member and the merchant and should be handled through normal return/exchange programs with that merchant.

  We appreciate the opportunity to review and provide additional information.

   

  Customer response

  04/22/2022

  Complaint: 17012863
  
  I am rejecting this response because:I NEVER stated the wrong items were ordered! I did in fact state that my card was not authorized to be charged which is why I disputed the transactions. Im not sure where this false information has come from but the lies are not appreciated. The fact is that my card was not authorized to be charged and the credit Union has done nothing about it!!
  
  Regards,
  
  *****************************

  

  Business response

  05/14/2022

  Thank you for the opportunity to further review and follow-up with your case.  At this time, we have decided to refund the funds for the charges involved in this matter relating to a dispute with the 3rd party retail merchant.  Thank you for your membership and for sharing your member feedback.

  Customer response

  05/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am thankful for the resolution regarding this matter. 
  
  Regards,
  
  *****************************

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