Business Profile

Credit Union

Greater Texas Credit Union

Complaints

This profile includes complaints for Greater Texas Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a formal complaint against Greater Texas Credit Union for their refusal to refund $ ****** in unauthorized charges made to my account. I opened my account on February ******** with an initial deposit of $****** for 1 savings and 2 checking accounts. I was told the *** cards would arrive to my home address within 5 to 7 days. After 2 weeks, I went to the branch to ask. At which time, the branch manager told me that my account was negative ********* explained to the branch manager that I had never received the *** cards and that I did not conduct any of these movements. I was told that the fraud department would investigate this and would take care of it.On February 24th, I spoke with ****** in the fraud department. Again, explained that I had never received my *** cards and that I, nor anyone in my household, had anything to do with this. The fraud department agent was extremely rude and about accused me about committing the actions on the account.On March 10th, I spoke with a collection agent and explained that the account was used by an unauthorized party and that the fraud department was looking into it to get it resolved.On March 19th, I received a collection notice that I owe GTCU $500.00 I spoke with ******** (he would not give me his last name and would only mumble his first name), and told me that I am responsible for this money.Again, I stress to GTCU, I never received the *** cards and I, nor anyone close to me, had anything to do with this. I am extremely disappointed on how **** has handled this issue and have made every effort to shift the blame and focus their accusations back at me, their customer.I was hoping for a closer relationship with my bank since credit unions are supposedly about the 'community' but after this experience, I will never go to a CU nor recommend any CU specially Greater Texas CU I want my initial $****** back, my accounts close and never work with GTCU again.
Business Response
Date: 03/21/2025
Were sorry to hear about your frustration regarding your account. You have informed us that you did not receive your ATM cards; however, records indicate that they were activated using your provided phone number.
Additionally, our ATM monitoring system captured an individual depositing the fraudulent checks, and we had requested your assistance in identifying them. Unfortunately, we were unable to receive your cooperation in this matter.
At this time, we ask that you continue to work with our card fraud team. We strongly encourage you to provide any information that may help us resolve this issue as quickly as possible.
Thank you.
Initial Complaint
Date:02/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an old checking account and ********************** card under my profile with balances on them which is causing me to not be able to qualify for membership again . I unfortunately dealt with a lot financially which caused me to have to file for Chapter 7 bankruptcy. I just need the balance on my old checking account and the $12,504 on my credit card ending in to be put a $0 balance since they are both included in my chapter 7 bankruptcy.. my attorney info is ****** ******,****** Law, PLLC ****************************************************** My Chapter 7 Bankruptcy case number is 25-30606 Thanks
Business Response
Date: 03/10/2025
Mr. ******* We have notification of your chapter 7 bankruptcy, which is not set to discharge until 5/27/2025. Your checking account is currently at zero. Your savings and credit card balances will remain at their current negative status, even if discharged.These negative balances will be documented as uncollectible. If you have specific questions on your membership or account balances with ********************, please reach out directly to AVP of Collections,********* ***** at ************************************************. If you have questions regarding your bankruptcy and credit bureau reporting, please reach out to your bankruptcy attorney.
Initial Complaint
Date:01/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am filing a formal complaint against Greater Texas Credit Union for their refusal to refund $1,633.19 in unauthorized charges made to my account. Despite my prompt notification of the fraudulent activity and multiple attempts to resolve the issue, the credit union has failed to fulfill their obligations to me as a customer.Details of the Issue:Unauthorized Card Issuance:While I was out of state on vacation, Greater Texas Credit Union issued a new debit card in my name without my request or authorization.On December 8, 2024, this card was used to make unauthorized transactions totaling $1,633.19.Notification of Fraud:The credit union contacted me on the same day to inquire about suspected fraudulent activity. I immediately confirmed that the charges were unauthorized and not made by me or anyone authorized by me.Failure to Resolve:Despite my immediate reporting of the fraud, Greater Texas Credit Union has refused to refund the stolen funds.I have made multiple attempts to resolve this matter directly with the credit union, but they remain uncooperative and unwilling to issue the refund.Request for Resolution:I am seeking the BBBs assistance in resolving this issue. I request that Greater Texas Credit Union:Refund the full amount of $1,633.19 for the unauthorized transactions.Provide an explanation as to why the fraudulent charges have not been refunded in accordance with their obligations under the *************** Transfer Act (EFTA) and industry-standard practices.Supporting Information:I am happy to provide additional documentation upon request, including account statements showing the unauthorized charges and records of my communications with the credit union.This situation has caused significant financial and emotional stress, and I trust the BBB can help facilitate a resolution. Please let me know if further information is required.Sincerely,***** ****** Phone: ************ Email: **********************
Business Response
Date: 01/08/2025
Mr. ****** -
Thank you for contacting us about your concern with fraudulent activity on your account. It was a pleasure working with you to resolve the issue. As discussed, $1,633.19 was refunded to your account on January 6, 2024. If you have further questions, please reach out to our VP of Payments Strategy and Operations, ***** *******, at ************ or ********************************************.
Thank you!
Customer Answer
Date: 01/08/2025
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
Date:01/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Complaint Against Greater TX FCU for FCRA Violations Dear Better Business Bureau,I am filing a complaint against Greater TX Federal Credit Union for repeatedly reporting inaccurate and conflicting information on my credit report regarding Account Number: ***********. Despite my disputes, these violations remain unresolved.Key Issues:1.Inaccurate Reporting: The account is listed as charged off with a $499 balance, while $45,820 is reported as written off, creating confusion.2.Exceeding Reporting Limits: The account is scheduled to remain until March 2029, which exceeds the ***** seven-year limit.3.Failure to ********************* My dispute was ignored, and the account was not updated as disputed, violating FCRA Section 611.Desired Resolution:I request the account be deleted from my credit report due to these continued FCRA violations and that written confirmation of this action be provided.If this issue is not resolved promptly, I will escalate my complaint to the ***** FTC, and State Attorney General and consider legal action.Thank you for your assistance.Sincerely,****** ********* *************
Business Response
Date: 01/08/2025
Mr. ********* Your concerns appear to be primarily with the credit bureaus and their documentation of your failure to pay your loan with Greater Texas.

1. Since you never made a payment on your loan, the entire amount was written off and reported to the credit bureaus. To avoid any confusion as you state, please know that since a payment was never made on the vehicle loan, the entire amount remains due. Please contact ********* ******, AVP of Collections, at ************ to arrange payment.
2. The write-off of your unpaid loan occurred on March 23, 2022, 7 years prior of the March 2029 date you reference that exceeds the ***** seven-year limit.
3. We have received many credit bureau disputes regarding this unpaid loan balance and have responded to each of them prior to the response due date.
We have again reached out to you at the number provided on your complaint with no response. Please contact ********* ******, AVP of Collections, at ************ to arrange payment.
We reject the request to have the account be deleted from [your] credit report. Please reach out to us with payment so that we can resolve this issue promptly.
Initial Complaint
Date:08/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So my vehicle was supposed to have been paid off by July 2024. But apparently since I got the loan out through ***** in December 2017, they added ************* through them even though I had full coverage on my vehicle including the comprehensive and collision that's required. They started this from the beginning of the loan through now. I have provided proof of *************** all my declaration pages from then until now. And they said if I did that they would issue a refund. We'll they keep giving me excuses as to why they can't refund it. Now instead of my vehicles being paid off. Which the terms were 78 months which this past July was the 78th month. They want to say I still owe over $6000. Now excuse me when I say NO! I followed the term on contract. I paid you for 78 months. I had and still have proof of insurance (full coverage) mind you. I sent you the declaration pages which state everything on it. So why not issue me my refund and close out this loan already. I'm not doing buisness with Greater Texas ever again after this account gets closed off. They are great alright! GREAT AT TAKING YOUR MONEY!
Business Response
Date: 08/30/2024
Mr. ***** -
Thank you for reaching out to us regarding your challenge with your auto loan. Upon receiving your complaint, we immediately investigated the matter. Your premium charges totaling $1,651.00 were charged for a lapse in auto insurance. Your documentation has supported a refund of $1,083.00, which has now been applied. We have been trying to contact you with no response. Please call us at ************ to discuss any further questions.

Thank you!
Customer Answer
Date: 09/03/2024
Complaint: 22088193

I am rejecting this response because: I appreciate the refund from state national, but I also need to be refunded from the insurance company you had prior to state national. The **** or some company like that. That's where majority of the insurance lapse is. Since 2017 through June of 23. Where's that refund as you seen I my attachments the insurance I had goes back to when I first purchased the vehicle. So can you please resolve that issue than I will be satisfied. I don't feel I should be going over the original contract for 78 months and pay for something I can prove I had.

Regards,

***** *****
Business Response
Date: 01/10/2025
We understand that Mr. ***** is frustrated with the status of his complaint. We have worked with him to secure a refund from **************, the insurance carrier that provided coverage during the period that we believed Mr. ***** was uninsured. His documentation was instrumental in securing that refund and we thank him for his assistance.

We have reached out to Mr. ***** to follow up with him on January 8^th and 9^th after receiving the new BBB complaint, leaving messages both times. We have again petitioned State National for a refund and have a pending case with ******************** carrier to provide additional clarification and documentation.

We will continue to work directly with Mr. ***** directly to resolve the issue or clarify the position of State National and Greater Texas. To help assist this process, we would like Mr. ***** to contact our VP of Collections, ********* ***** at ************************************************************************ or ************.

Thank you!
Initial Complaint
Date:07/09/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Credit union did not deliver proper notice before closing my account. I received ONE letter AFTER my account was already closed indicating that I needed to confirm my contact information. Credit union unilaterally closed my account without my permission and stole the funds that were in the account
Business Response
Date: 07/09/2024
***********************,
I am sorry for the inconvenience you experienced with the closure of your accounts. ******************** provided two notices prior to the closure of your accounts that stated:
In order to meet state law requirements, it is the policy of Greater Texas Federal Credit Union to review and update our account records periodically. Our last record of activity or direct contact from you or your account is over three years old and needs to be brought to an active status. Please check the appropriate item AND sign on the space provided below. We must have your reply in our office by June 15, 2024. Failure to update your account by this date will result in the closure of your account. The balance will be turned over, as the law requires, to the Texas Comptroller of Public Accounts.

_____ The above address information is correct for the account, and I am aware of the account.

_____ Please change the account holder(s) address and phone number to read as follows:
               _________________________________________________
                _________________________________________________

_____ I wish to close my account. Please send a check for the close-out amount to the following address:
               _________________________________________________
               _________________________________________________

____________________________    _______________________
Signature                                               Date

____________________________    _______________________
Email Address                                       Phone Number

Your assistance is greatly appreciated. Please contact Greater Texas Credit Union at ************* or **************, if you have any questions. You may also fax your reply to ************** or email your reply to ************************.
I have confirmed that the notices were mailed to the same address provided on this BBB complaint. Your checking account had $0, and your savings account had $5. The $5 was not stolen, but rather submitted to the Texas Comptroller of Public Accounts as is required by law after 3 years of inactive status.
To recover the $5 escheated to the State, you should visit claimittexas.org. Though the funds have been submitted to the State of Texas, it will likely be a few months before the information is updated and your funds are available.
I again apologize for any inconvenience.
Customer Answer
Date: 07/09/2024
Complaint: 21962630

I am rejecting this response because: the business is making false claims. They DID NOT send two notices and they did indeed steal my funds as they are not reflected as unclaimed property with the state. Business has made no attempt to correct their error and instead chooses only to hang up the phone in customer's face.

Regards,

***********************
Business Response
Date: 07/25/2024
************,
The escheatment of accounts to the State of Texas is not theft, but rather a requirement of Texas law. Greater Texas does not have your funds ($5.00), nor has it profited from the escheatment. As has been notified to you by the Greater Texas team the funds can be reclaimed through the website claimittexas.org or by phone at **************, or by contacting the State of Texas *************************** at:

Texas Comptroller of Public Accounts
Unclaimed Property Claims Section
P.O. Box 12046
****************-2046
Multiple communications were sent to all members who had accounts with no activity for three years. Our investigation concluded that mailings were sent to you at the correct mailing address. Thus, we delivered reasonable and proper notice as required by the State of Texas. Given your claim that you received only one notice,and it was delivered late, we suggest you speak with the United ********************* regarding the mail delivery issues you experienced.
Customer Answer
Date: 07/26/2024
Complaint: 21962630

I am rejecting this response because: Business has provided no evidence that they sent the required notices and has provided no evidence they have turned the funds over to the state. there is no record of the funds in the unclaimed property website.

Regards,

***********************
Business Response
Date: 07/29/2024
************ - We again apologize for the frustration this experience has caused you. You have stated that you received one notice. This confirms that the address we have on file is correct. The mailings were completed for all escheated accounts at **********************. Please work with the postal service if you are having challenges with your mailing. The State of TX may take a few months to document the escheated funds. There is nothing more that Greater Texas can assist you with. The mailings were completed as required by law and the funds have been submitted to the State of TX as required by law.
Customer Answer
Date: 07/29/2024
Complaint: 21962630

I am rejecting this response because: the business is providing zero evidence of anything of their claims. Proper notice was NOT provided and funds have NOT been sent to the state. Business failed in multiple ways and is now abdicating responsibility for their failed process and discriminatory practices.

Regards,

***********************
Initial Complaint
Date:05/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our auto insurance deemed the vehicle, that we had financed through Greater Texas Credit Union, a total loss due to hail damage in September 2023. The insurance paid the majority of the loan off and we had ************* on the vehicle as well. Greater Texas Credit Union had failed to collect the ************* and have been reporting late payments to our credit reports. As of today, they show as 150 days late. We went to the credit union to close our checking account in March 2024 and found out that the truck loan was never settled. They attempted to collect payment from us. The credit union added an insurance policy to the loan after it was recovered. It was not in our possession. After the auto insurance sent payment the credit union removed this loan from our list of active accounts in December 2023 and we anssumed all was settled. We never received any phone or mail communication to state otherwise. I called the credit union and they stated they are responsible for collecting GAP and will do so and also stated they would rectify the issue with the late payments being related to our credit. I disputed the late payments with the credit bureau and the credit union claims late payments are correct. It has been over 30 days since last contact with the credit union and there has been no progress.
Business Response
Date: 05/10/2024
Greater Texas CU has been trying to get in contact with the member unsuccessfully. There is action required to be taken on the part of the member before the *** claim can move forward. The *** company, not Greater Texas, needs the member to initiate the *** claim. Please reach out to Greater Texas CU at ************************* or ************ Option 8. We are willing and able to help the member move forward into receiving the benefit of the *** product purchased at the dealership, not Greater Texas CU.
Customer Answer
Date: 05/10/2024
Complaint: 21667287

I am rejecting this response because:

This information that tempted to contact is a completely untruthful. We have been the ones contacting the credit union. We have no written correspondence nor calls from the bank raising anything from us. I requested from the ** representative to provide me documentation of what our next drops were and they did not give any. Again, my husband and I called the ** to find out what the status was now. **** stated he stamped to call the dealership the day before but have not attempted again. He told me the ** did not file a gap claim until Feb 2024. Many months after the vehicle was deemed a total loss. We are still on the same issue of not having it resolved due to lack of probes on their end. I specifically asked Alon what I needed to do and he said he was waiting on the dealership. So I told him I would contact the dealership and get things going because obviously they were incapable to make any progress after all this time. I successfully contacted an individual at the dealership that guided me what I needed to do assist in this and had it done within the hour! I have a recording of that call that clearly presents little effort done on the ** side. I explained how my score dropped 70 points because of this mess. He stated that my credit report correction is under review with a manager but they should have to wait to receive the Gap payment. Ive done my part. No thanks to **. Who never contacted me before this month to communicate any updates.
Because of their lack of work I have to deal with pushing back my home buying process and rental companies requesting double deposit for to my credit score. This has been very costly! This could have been taken care of a lot sooner if ** should have communicated. Anything.
There is still no resolution and were still waiting on the credit union to collect the gap payment. I even forward to them my cancellation of the warranty so they can proceed with a gap claim.
All we ask for is constant communication, until this matter is resolved. Its been 8 months!

Regards,

********* ****** ******
Business Response
Date: 09/06/2024
Ms. ******,

Sorry for your frustration. We have reached out to you on:
We have also attempted to resolve this with both the dealership and the *** warranty company. From our information, the *** warranty company is awaiting further information from you. We are ready to assist you in any way we can to help to resolve this matter.

Please reach out to VP of Risk Mitigation, *** ******* directly at ************, who oversees these teams.
Customer Answer
Date: 09/06/2024
Complaint: 21667287

I am rejecting this response because:

This matter is still not resolved. It is still being reported as late on our credit report. *** has not been processed. There is no record of any further communication after we had to step in to assist. This loan needs to be paid off and closed ****. You will be hearing from our attorney.

Regards,

********* ****** ******
Business Response
Date: 09/10/2024
Please reach out to our VP of Risk Mitigation, *** *******, directly at ************. Mr. ******* is in the best position to help navigate your situation. Mr. ******* has not heard from you after our last BBB interaction. He is awaiting your call and is both willing and able to help you.
Initial Complaint
Date:03/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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
Date:01/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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
Date:12/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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.

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