Houston Federal Credit Union Kensington Dr, Sugar Land

I would recommend taking your business somewhere else. I would only give them one star only because they USED to be good and had a good experience in previous years. I decided to do business with them again with another loan. Their customer service is now abysmal and it is difficult to reach anyone when you need them. On two occasions I was waiting more than 20 minutes to reach an agent. After trying their alternative numbers, I drove directly to their location to talk to with an agent face to face, and none weren't there and their employees just kicked the can with some excuse and promised to contact me (which they never did). The excuse they gave is they are working "remotely". In case they haven't noticed the pandemic is over. In another occasion, I was at the dealership, and we tried every other number to reach an agent to confirm some info. It took 20 minutes to finally get to someone.Also, through email they are also not responsive. By all means, try your bank or some other credit union instead of their snake oil service.

Absolutely the worst customer experience and financial institution I have ever worked with. They continuously change their online banking platform, moving from one piece of garbage to another, and each time they "lose" my address and email so I no longer receive statements and notifications including the automated notifications for bill pay. I hear not a word until they have collections call me, but only after they lock your account so you are forced to make any payments over the phone, which they charge an additional fee for. Absolutely scam. Then after I am able to have them confirm that it was their mistake that I did not receive notifications, they still are unwilling to waive the late payment fee and then are also unwilling to let me close my accounts. Horrible technology. Horrible processes. Horrible leadership. Horrible business. Why would any want to be a "member" of just a terrible CU. So much for "members first".

Anthony Lopez helped me with my most recent truck loan and did a FANTASTIC job. He was quick to answer questions and help me quickly get financed and even make changes. I've done business with HFCU for decades now and have always been 100% happy with the service I've received.

This was my first time opening an account with a Credit union and I'm so happy that I chose HCFU. If I could give 10 stars I would just because I have the BEST loan officer ever, Anthony Lopez. He went above and beyond for both loan applications I applied for ( auto, and an unsecured loan) to make sure I was taken care of, and made me feel like his number 1 priority. He was accessible, personable, informative, empathetic, and most importantly patient and kind. (you just cant find customer service like that anymore.) So if you're looking for a Credit union with upstanding, nice, and trustworthy people HFCU is definitely where you want to go. Thank you so much again Anthony.

Recently worked with the loan officer Glenn Roden who helped me finance my RV. Although initially felt very overwhelmed, he was very knowledgeable and professional the entire time making the process go smoothly. Glenn was very detail oriented and attentive to any questions I had or even had not thought of yet. I would absolutely recommend & would work with him again. Thank you! :-)

I have called and called and waited for 20 to 30 minutes each time with no answer!!! I never had this problem in the past but in the last two years there service sucks at the teller and over the Phone!!!! Customer service is not what it used to be!! Your employee's are a reflection on the company we trust and it looks like HFCU is going down hill, I talk highly of this bank and referral people but if this how customer service is I'll do a better job or get new management to get things right.

It's sad that I even have to write this. I have been a member of Houston Federal Credit Union since 1987. For 33 to 34 years I received impeccable service from representatives who made you feel like family. I took out many loans during that time and paid every one of them back in full and never missed a payment. I even remained current on a loan after being forced into unemployment after being part of a RIF after 25 years of continuous service. As one might imagine paying bills became difficult and, although all bills were being paid, credit card debt racked up for basic living expenses like food and gas. I applied for a debt consolidation loan to get out of credit card debt rut, and HFCU denied me because my DTI ratio is too high. Um. Wouldn't a debt consolidation loan help that? I guess I just don't understand that to be approved to borrow money, you must first not need it. But the biggest reason for my frustration is very poor service. Contacting HFCU seems like an exercise in futility. Almost every time I need to contact an HFCU rep these days, I cannot get through. If I leave a voice message I need to stay by my phone so I don't miss their call should it actually come. If I miss that call we're back at square one. Using chat has never worked for me, no one responds. Using the app to contact a rep has been the most successful avenue, but it still takes a while for them to respond. My latest message to them has prompted this review. I haven't received a response in 2 days about an issue with not receiving my renewed credit card. I'm am tired of the abysmal service and the lack of member loyalty. Makes me feel kind of sad that it has come to this. I don't want to do business with any company who gives me the feeling they don't care. UPDATE: Eric Moeller, AVP Consumer Lending, was very helpful with addressing the issue with customer service, my missing credit card and with a small loan. Eric gets 5 stars from me for taking charge of handling a situation that he should never have had to be involved in. Because of him I increased my rating of HFCU from 1 star to 2.

I filled out 4 application on different banks for a home loan 2weeks ago . 3 days later I already qualified for a home loan from all 3 banks. And now 2 weeks later still no answers But charged me $26 right away after fill out the first page on the application. That’s an other way to make money too Get charged and get nothing in return. I try to call HFCU more than 1 time, left messages, no response back. be on hold for over 30 min every time HFCU in Sugar Land

I would rate the them with half of a star, if it was possible! Absolutely the worst customer service ever! I advise anyone to be aware of opening an account with this unprofessional “credit union”, because they will take all the possible chances to rip you off!

I utilized the services provided at this ranch rcause it is closer than my bank. I am currently disabled due to a stroke suffered in 11/2018 and now have to depend on others for transportation. I have not had a steady income in five months. I received a check much needed to pay bills and purchase medications because I no longer have insurance. The teller was asked to fax the heck to my bank in order to avoid the hold(3 business days). I later contacted my credit union and found out she did not fax the check and its been 24 hours, now I can not contact the service center to find out what happened and get the problem corrected in order gain access to my funds. Love the convenience of the service centers and I am only submitting this review because customers should be able to follow up with the financial institutions trusted to handle our money.

If I could give 10 stars I would. Thanks to Johan I was able to get into the car that I wanted! He was more than helpful throughout the whole process and it could not have been easier. He was always a phone call or email away and answered any question that I had.

We had the pleasure of working with Glenn for our auto loan. He’s very polite and professional. Also, he’s freaking hilarious! He made us feel very comfortable and answered all our questions. This is the second vehicle we’ve financed with HFCU and I can say with confidence it won’t be the last. Best rates and service in town. Love this credit union!

5 STARS HFCU AND 10STARS FOR ANTHONY LOPEZ!! All I can say is I feel empowered by the credit union and especially by Loan officer, Mr.Lopez. Very passionate and smart with cars. He has helped my wife and daughter through their car buying process. This man knows his stuff. I will be back for sure- he has earned a customer for life.

This bank seems to be not the same way it was few years ago! I’ve been a member since 2013 and recently the customer service sucks, not to mention that some of them are RUDE. I have deposited a check remotely 10 days ago and I have called many times to see when it will be released and each time the wait time on the phone is over 20 mins and when they finally pick up and answer my questions rudely and say it will be available the next day. I am still waiting when is this next day coming. Like I have my money in your bank you should have someone nice answering the customers phone calls. I have deposited checks remotely before and it never took more than 3 days.

We have been HFCU members for a long time and most of the customer service reps are very good, but I really want to credit one of their customer service reps, Harrison Stonecipher! Each and every time we have spoken with him, Harrison's customer service skills are excellent. He is knowledgeable, courteous and professional. You can trust what he tells you and he follows through with whatever needs to be done. He does all he can to make sure whatever issue we are calling about, is handled correctly the first time, done in a timely manner and frankly, being a RN and also in a customer facing profession, he really is supervisory material.

Just purchased a car with the help of the Loan Officer, Anthony Lopez. He helped make the whole process go so smoothly and I am greatly appreciative of him. So glad to have people like him involved with making such huge life decisions. He's my guy from now on! Thanks Anthony!

Called to get a very low loan.. considering my very high credit and trade lines I assumed it would’ve been easy to do so. Automatically declined. They didn’t even allow me to add additional proof of income. I’m so confused on why the associate Frevlyn Hatten would be rude while working with me. Moving forward we should definitely take in account that credit is serious and not to be played with.

Called to get the information- I am an influencer based out of Los Angeles and was speaking to Mr.Anthony Lopez. He has great communication skills and customer service. He answered all my questions and concerns regarding how you guys do business. I am expanding work through the Houston area and he was pleasant to speak to all the way around. Found my go to place and person, thank you mijo, Anthony!!

I have been with HFCU since the early 2000s and the staff at all locations are great. In particular, Harrision at the Kensington Dr. branch in Sugarland is courteous, extremely knowledgeable and his follow-through is awesome. He quickly finds out what you're trying to accomplish and then has or gets an answer for you pronto. He communicates very effctively. He keeps it concise and to the point. I agree with another reviewer that Harrison is management material. Great job Harrison. You deserve a promotion and the opportuinty to train others to have the same level of service as yourself.

UPDATE 05.29.22: Emailed the address indicated in the "response from owner" on 5/24 with no reply. Also received an email from the Better Business Bureau regarding my complaint I filed against HFCU: "The business has failed to respond to your complaint. Therefore, this complaint has automatically closed as "no response."" ORIGINAL REVIEW: I have been using HFCU for a few years, and love the staff at the Kirby branch. That said, I didn't realize HFCU has been charging me "bad address fees" of $7.50 per month for almost 2 years. When I discovered this, I contacted them on 4/22/22 and was told explicitly that they do not attempt to contact the member to let them know there is an issue in these situations. I was also told to submit the request to update my address via email, which I did immediately. But I was once again charged the fee on 4/30. Furthermore, I let them know that their practice is terrible, and doesn't at all convey an interest in providing good customer service. I was told I would hear from a manager. That has yet to happen. I have since learned their BBB rating is an "F." I have never seen that with any business. I would not advise anyone to use this financial institution.

I found working with Ms Alka Patel at the Kensington location in Sugar Land very customer oriented and caring. Ms Patel was professional yet personable. She was attentive in listening to my banking needs, knowledgeable in what to do, and was immediately responsive. Most impressively, Ms Patel followed up with me by phone to inform me of the status of my requests. This is the kind of service that gives a customer trust and satisfaction.

I applied for a signature loan today and the loan officer helping me with my application, Craig K., was AMAZING! I had unexpected car repairs and needed funding asap. Craig diligently worked with me and made the entire process seem smooth and effortless. He listened to my financial concerns, answered all of my questions and matched me with loan options and payments that wouldn't be a strain on my pocketbook. Not only was I approved, I was able to get my car repaired and back on the road and this was all on a Saturday! I hope that it's a while before I'll need emergency funding again, but if so my mind will be at ease knowing that Craig K. will be there again to offer stellar customer service. I'll be sure to be back when it's time to apply for an auto loan for a new car! Thanks again to Craig K. and the team at Houston Federal Credit Union!!