Velocity Credit Union (Braker Lane branch) W Braker Ln, Austin

The worst banking experience of my life. I was a local customer 2010 to 2021. They allowed money to be paid to another user’s loan from my account and refused to refund my money. Their customer service is the worst!

I've been a Velocity credit union member for over 15 years, and I'll never go anywhere else. The staff are friendly, all of my transactions are processed in a timely manner, and if there is a mistake, I can talk to a real person to help me quickly resolve the matter. The customer service is top notch, even when they are short handed like everyone else.

Very spot on. Helped resolve a misuse of my lost debit card ASAP. Replaced it same day. Have been a member for over 10 years, love it, very dependable.

After spending an hour in the drive thru line 3 times in a row, I’ve decided this is the most poorly adapted, badly managed branch that I’ve ever experienced. Hire some more tellers or be more expeditious in transactions. My transactions never take but a few minutes, so I don’t understand. They get one extra star for giving my dog a biscuit every time.

Absolutely the worst call center setup and credit card system ive ever had the displeasure of dealing with. Every time I call these guys I'm on hold for 30-45 minutes. Regardless of time of day or which day. I also will have to jump through some unnecessary hoops to get my credit card cancelled with them. The most inconvenient credit union I've ever been apart of. Should've cut them loose sooner.

It was my 5th visit today and if it wasn't for Kris and Jerald I wouldn't given a 4 star. My experience had been awful specially with the associates before... the front desk staff were awesome today. Thanks to them. Definitely, someone need a customer service refresh seminary for sure.

I recently joined. I didn't request to join. I purchased a vehicle and this was the place that financed. I have to say that my experience with this bank is not good. Called several times, very long wait time, only to be transferred to another department. Not good. Now after waiting almost 2 hrs to pay at the drivethru, they say "move to the front of the building and a manager will bring out your receipt". Unbelievable. If you are buying a car and dealer offers Velocity as your financing, DECLINE such an offer. Not worth it.

I opened an account with Velocity in May. The experience was a little bumpy, but I understood given the Covid situation. This week I decided to add another product. First, to apply, I needed my account number. I logged into my online account and followed the instructions in the help section, but for “my security” the account number isn’t listed in my own online account. I spent about three hours of my day trying to reach someone to get my account number because the rep on the secure chat told me she couldn’t provide it. The rep assured me the hold time was less than five minutes. So not true. And hey Velocity- you guys aren’t the only ones working from home- I can’t spend my whole day on hold or immediately stop what I’m doing to answer a call back- especially an hour later- I move on. After I finally got the number I needed to apply for the product, I spent a good portion of the next day back and forth with customer service AGAIN because I guess one has to have a PhD in computer wizardry to figure out how to get through Velocity’s “easy” online application. I’m a girl who works with and teaches technology products to clients everyday, but I guess It’s my fault. Turns out, not so much my fault- the documents I needed to sign via a link that wouldn’t let me sign in and/or gave me an error- had to be sent the old fashioned way via Docusign. And I’m all for security, but five to six security questions and keeping account numbers from the account owners is a bit extreme. The rep who I finally got to speak with on the first day was really cool and helpful. The guys on day two were less than stellar. My experience with the reps on the phone, via email, and in the drive thru (Southpatk Meadows location) back in May was great. Overall, just fix your platform and make your online processes easier so folks can live their life and not have to take up two days opening a simple checking account. People will call a lot less often and we can all live happily ever after. The end.

Update: a rep did contact me and make this situation right! She was awesome and explained everything!! Still giving 3 stars though because I do feel someone should have reached out sooner than keep charging me 1 years worth of wrong address fee at $5/month. Awful customer service!! Very rude and Im a long standing customer with ZERO late payments for 3 years!! Realized I was being charged $5 a month for over a year!!!!! Because I have auto-deposit and paperless...guy on the phone (wish I caught his rude name) said "welllllll, its your responsibility for not notifying us soooooo...ill send this to management and see if they can help you" . I hope so, so I can close this account and never bank there again!!

5th in drive thru lane. One hour and 15 minutes later, finally get served and I wait...and wait 30 minutes longer! Just trying to make a final payment! WOW! Never again! Glad we're done with this bank! Stay away from Velocity folks! Pathetic!