Velocity Credit Union (Brodie Oaks branch) S Lamar Blvd, Austin

Went in yesterday to the Brodie Oaks Branch to get a replacement debit card. I was assisted by Amanda and Arely, both were very friendly and processed my request quickly. Thank you both for the excellent service!

When I walked in, I asked to speak to a banker to file a claim. I made three purchases on July 26 from Sears. I never received my purchases because they sent it to a previous address. Instead of sending it again to the right address this time, they said I would get my purchases refunded. I got a refund for 2 of the purchases. I tried calling Sears three times, I waited for an hour and they hang up instead of answering each time. I called Velocity and explained to them the situation and they told me to visit a branch to file a dispute. I visited the Southpark Meadows branch and they do anything to not have to file a dispute. They called Sears and they said they would refund me. They only refunded me for a partial amount. I came to this branch and they told me that they couldn’t do anything for me and that’s something that I had to deal with Sears only. I also wanted to dispute an overdraft fee that I wouldn’t had been charged had I received a full refund. I asked them for a number to call to speak to a manager since they wouldn’t allow me to speak to a banker. She said the manager would say the same thing. While I waited, a white man walked in and they didn’t even asked him for an id or bank card like they did to me. He just walked right in to talk to a banker. They were right because Sarah Rodriguez was as useless as them. I was able to file a dispute, but I didn’t get a refund for the overdraft fee. She said that I had three fees refunded in the past which weren’t even my fault to begin with, but she said they still counted. I thought the good thing about Credit Union was reduced fees, but not Velocity. Time to go back to Bank of America.

We live in SW Austin and this particular location is very convenient for us. We truly enjoy the vibe at the Brodie Oaks branch as the people are very friendly and courteous. We also took out a home improvement loan at the downtown branch in 2015 and the service was impeccable. The employees are trained properly and they make you feel like you are part of the Velocity CU family. I highly recommend Velocity CU!

This location provided me with the absolute worst experience and customer service from a bank/credit union I have ever been given in my life. I've had multiple auto loans through Velocity for years. When I came to pay my bills I was told by Nazia that even after I paid my bills, which I am not behind on, that they would be withholding the rest of my check with no justification what so ever. After I left and called Velocity's corporate office to inform them of the situation they stated that there is no plausible reason in the slightest way for that to happen. I then went back to the location to speak to a manager and when I asked for the name of the teller (Nazia) who told me this the other teller absolutely refused to give me either Nazia's or her own name and then proceeded to completely ignore me stating that they would get a manager for me to speak with after I was told there isn't one here at all. I'm currently STILL standing at their counter simply trying to cash my check and pay my bills like I do every pay period. This is BEYOND ridiculous and absolutely HORRID customer service. I would recommend that nobody EVER use this location no matter how dire the need. I will never come back would prefer to drive completely to another city to deposit my check before ever stepping foot in this building again.

I was just informed by the branch manager that the check I dropped in the night deposit Friday after work “can’t“ be processed on Saturday, they don’t do that. With a holiday closure on Monday, I won’t have access to my money until Tuesday, if then. Even the guy at the front desk was confused by the decision. That is a lazy and ignorant policy, which is entirely counter to customer service. I’m closing my account. This location needs a new manager.

Very pleased with the service and quick response to any questions on services they offer. Great credit union and highly recommend!

I love my credit union. Been traveling all over for a year and they were super helpful in maintaining my account and any issues that came up. Everyone is always so friendly and happy. They get busy but are always efficient so it's a quick process to get in and out. Become a member and never look back.

I came in clearly stating I needed advice and guidance. The agent was really a robot who gave me basic info and filled out my application on the computer. Money managing is a scary topic to me and her lack of social skills made me feel even more uneasy. She was polite but did nothing to establish confidence and looked like she didn’t really want to be there, just like me! I had heard good things about Velocity but after this experience I’d rather bank with a company whose agents are better trained in customer service.

Staff and management are friendly, professional, and deliver excellent customer service. Stephani and Anjuli just helped shepherd me through a wire transfer that I though wasn't possible when I walked into the branch two days ago. They basically saved an out-of-state home purchase for my wife and myself because of their knowledge and diligence.

My experiences with Velocity Credit Union go back to the mid nineties. I got my mortgage from them and have never seen any issues at either the central location or the Round Rock Location. A great bank and firmly on their customers side.