Wellby, Powered by JSC FCU Gemini St, Houston

HORRIBLE CUSTOMER SERVICE!!!!!!!! I was with JSC for almost 15 years. I can't get an answer back for weeks even when using their secure messaging. I had several issues getting mobile banking set up and had to spend my entire hour lunch break waiting in the lobby to get it resolved. They will nickel & dime you to death with their fees. They put holds on almost all your checks and deposits. They aren't live banking anymore either. I'd give zero stars if I could. I closed 4 accounts but had to keep 1 because of my loan. I wouldn't recommend Wellby to my arch nemesis!

We have been customers of JSC for many years and have always appreciated the care and concern the staff has cared for us with. Most recently, we had some confusion with our automatic payments that were setup. We reached out to Wellby/JSC and Bridgette and her team provided great support and reassurance to us during this stressful time. They helped us figure out what went wrong, how it happened, and helped to rectify the problem. Bridgette and her team took time out of their days to treat us like we mattered as customers, and that is hard to come by these days. Thank you to Bridgette and the lending team at this location. Job well done!

I just had the most personable experience since I’ve been a member. Ms Emily Medrano is literally the most understanding person I have ever met in finance. She went completely above & beyond for me. I know the transition into wellby has been difficult for all members but having someone like Emily to guide you through any concerns or questions will definitely take a ton of weight off of your chest. Thanks so much Emily!

Wellby is terrible! The customer service is terrible and you can never get a hold of anyone. They lost 2 of my mortgage payments in the past and now they forgot to pay my Windstorm Insurance out of Escrow. JSC FCU was better before the takeover. Get your loans from literally anyone else.

So far, Wellby is a complete nightmare to deal with. From mortgage to debit card, they've screwed it up and I've spent hours attempting to fix it with uninvolved employees who frankly don't care. "Call customer service" I'm told. Worse than useless, it's a five minute phone tree to an employee who eventually tells you to "call customer service". It'll be three days without a debit card tomorrow. At JSCFCU it was a two minute process. Took me 40 minutes at the branch, 40 minutes of phone time, and still no effing card. Time to end this farce and go elsewhere.

Some of their charges/fees are excessive and completely made up according to other banks. My family’s been loyal to JSC for decades, and we’ve only been having these problems since it’s switched to Wellby. Closing my accounts. Update: I already contacted someone at Wellby and they were no help.

JSC has always been great but the new Wellby related mortgages is awful. They've sent me 5 different bills and I already paid off the 2nd mortgage loan and received my letter of lein release. Don't ever use them for a mortgage or equity loan. They are terrible.

Been a loyal member since 1989 Customer service had already been tanking along with not keeping up with other banks, service and technology wise. With the change to Wellby , customer service entirely disappeared. Can't reach anyone on the phone. Don't bother with the online chat . One question has gone unresolved since December

Kim the Member service representative wasn't any help and has close out my debit card that I didn't authorize. There was a charge on my account that wasn't authorized, I reached out in the message center via the App. I really upset especially with Kim and once again I didn't authorize for her to close out my debit card.

EDIT (02/18/2022): Bringing this back up to two stars. I am thankful that two weeks ago, I received a call from Jessica, director of real estate lending, who has escalated my property tax payment issue. Something apparently happened with the company's processing of the wire, but I was assured that Welby will cover any late payments. Today after checking hctax online, I can see that my property taxes have been paid. Thank you very much Jessica. I can see that individuals within the company want to help as much as possible, but perhaps the company's infrastructure makes this difficult. Without Jessica, the official channels to get issues resolved (via the website or the call centers) are presently insufficient from a customer PoV. The call center told me to send an email to an automatic ticket tracker which has yet to respond to me. Similarly, I have still yet to receive a response from the online help portal since I submitted my complaint about this property tax payment delay. So the call center, online ticket system, and the online messaging portal have not been helpful. Anyway, many thanks to Jessica for getting this resolved, but I believe company issues still remain. EDIT (02/01/2022): Can I give 0 stars? It's now February. My property taxes are still not paid and now I'm receiving a $300 late payment penalty because this company is not paying my taxes from my escrow account. I'm so furious. EDIT (01/29/2022): Changing this to 1 star due to delayed property tax payments. The payment was supposedly applied on 12/02/2021 according to my mortgage statement. However, checking the hctax online clearly shows that it hasn't been paid. The taxes are due on 1/31/2022, and a penalty will occur on February. It's been over 50 days since the payment was supposedly applied. I am not double paying for this. Also, the website says that the call centers are open on Saturdays until 5pm. But after being redirected multiple times by a robot, I was told to visit on business hours. Update that please, but more importantly, please pay my taxes from the escrow account that I pay on time every month! So many negative things to say about the transition. As of Nov. 2021, there is no centralized support number so the customer service transfers you multiple times. Even the welcome transition packet says "call this phone number" but it actually doesn't work. For some reason your previous login simultaneously works and doesn't work as you need your previous JSC FCU account member number to reactivate your old login credentials. Mind you the account member number can only be obtained by calling the customer service number (but which phone number?) or if you happen to store that member number before the change. I don't understand why a new login had to be created which just made it complicated for all existing members. On top of that, whatever problems you were facing with JSC FCU before still exists since the change was mostly an organizational and front-end facing changes. There are a few services that you cannot activate online and still need to make a phone call ... which as I've mentioned before, has not been great at resolving problems without plenty of patience. I would say the only minute positive change I noticed was the fact that it was a little easier to pay your mortgage after obtaining login access (which was the most difficult part). Also, now it seems that you only need one login instead of two. So, if you are able to navigate the user-interface, you'll eventually land at the mortgage services button which was previously unavailable at the old JSC FCU online banking services. It's good that they're making changes, but the transition has been done poorly in my opinion and improvements can be made by starting with a centralized support number and training the staff to handle customer service requests due to the change more efficiently.

Ms. Sanam processed my vehicle refinance very professionally and diligently. The process was fast, straightforward and to the point. Very pleasant, professional and awesome customer service at its best. Thank you Ms. Sanam.

Ashley Jass was just awesome answering all my questions regarding a loan for my daughter. I really appreciated her patience as we discussed all of my questions. Thank you Ashley :)

Ever since they swapped over to Wellbys the banks have changed this location in particular tries to slip in the old version $100 bills when you try and withdraw $1000+ the ones without the water mark are easily counterfeited and I wouldn't put it past them to be trying to give customers fake $100s otherwise they would be able to ship back these old bills for the newer ones from the FED. Overall they fired the old JSC employees and brought in a bunch of new people.

Ethel has been great, she handled my concerns and is very professional. She has treated my wife and I like long time friends and the whole credit union has been very friendly

Tracy was amazing today. She was efficient and accurate with the notarized documents and wire transfer we needed.

I had a horrible experience with the Leah and the "manager" April! They were not helpful at all. Leah was not friendly to say the least. Even with having exceptional credit they made it very difficult to get my loan set up. April gave me her business card and said to call if we had any questions only to not take my phone call. Also, failed to mention she was not going to be in the office the next couple of days. Horrible experience dealing with those two ladies. The next day I went back into the office and ended up working with Emily (Gemini location) and she was so very friendly and helpful! She directed me to Allen who took care of things immediately without any issues! It was amazing and such a relief! Trevor was also extremely helpful! It took 3 days to get to these wonderful people who knew what they were doing!

The first time I asked a question using the secure message tool in the Wellby app, it took 15 DAYS to get a response… I tried again for a different question earlier this week, and we’re going on almost 4 days with no response. The auto reply says someone will respond within 24 hours. I wanted to take out a loan, but it’s too late. I’ve already applied, been approved, and closed at the other bank on Gemini just a couple blocks away… They wanted my business. Very sad to see after being a member for almost 20 years.

JSC was great UNTIL they got with Wellby Financial. Horrible service can't ever get any body to help. I've steadily being charged for CPI Insurance on my vehicle since December of LAST YEAR. My insurance is within there guidelines NOTHING has changed. Ever since they got with Wellby they keep charging me randomly sometimes $117 once , other times it up to 3 times!!! 😤 Someone was supposed to contact me today. I literally got call hang up at 4:59!!!

This bank has been horrible since taking over JSC. I would recommend this bank to anyone. It seems like most of the employees don’t know what to do. It takes a while when processing a check. And I get told once that there are no more 5 dollar fees and then again you get charged. So which is it? So someone gets the 5 dollars. There was a customer next to me and telling the lady that she didn’t take the 5 out and saying he was trying to be honest. So I wasn’t the only one having the problem. WELLBY is a total mess.

I can 100% understand why this company only has a 2 star rating! TERRIBLE customer service!! I switched my insurance policy. There was a one day lapse between my old policy and my new policy so I am now being charged for a policy Wellby purchased on my behalf even though a had coverage. Which my insurance company told me is illegal and WELLBY can be sued for this. But they refuse to remove the charge. Never again will I get another loan from this company.

Been with JSC since 1985, nothing but good things. Wellby came along and things went down hill. We decided to hang on thru the very rocky transition. Things have gotten no better, cannot get thru to a customer service person who helps, in one case their TV was so loud I had to ask them to turn it down so I could hear. We met in person with the CS manager at main branch, she was helpful and understanding but never returned our emails for follow up as requested. Left a message on their VM system, never returned. We do not trust them with our money any longer. I'm not even sure they know who they are, in some cases JSC signage came down, no Welby back up. We have decided to part ways, transitioning elsewhere. SAD.

Tracy was friendly and knowledgeable with helping me become a member and process a loan application, for which I was approved on the spot. She was able to answer all of my questions regarding online banking and the loan availability timing and steps.

I am very disappointed in Wellby- I’ve had an account with JSC for decades and never an issue. Staff was always ready to assist you and if you needed help a phone call would be answered in a minute. Each time I’ve tried calling you get a recording to hang on- what a joke! I just “hung on” for 11 minutes!! Trying to chat online is as difficult- if you leave a message you’re lucky to get a response in days- never hours or even the next day. I’ve tried being patient with this change but have reached my limit and am changing to another credit union or bank. This is the worst customer service I’ve ever encountered!

So I tried giving JSC a second chance and applied for a home improvement loan. The loan officer Cindy Taylor was quite unprofessional. She would argue with me about the documents I provided with all needed info! Given the discussion I was aware she did not view my documents at all. She couldnt given me an answer to many of my questions, even if you dont know the answer it would haven been great for her to say she didnt know. At the end of the conversation she begins a zoom meeting. I questioned her about this and she stated she didn't know they were taking when clearly it was loud were I could hear exactly what they were saying. I am beyond disappointed with this credit union and will be discontinuing my accounts.

I have been a member of JSC FCU since the 1980's. Overall, if I called for assistance or an appointment, the phone would be answered in 10 minutes or less. Now, however, after the rebranding as Wellby Financial, I cannot access my statement histories before October 2021. The IRS have to issue a subpoena to get the information for a tax audit, should one be required. When we tried to buy a car, we were on hold twice for 1hr 15 mins, and 1 hr 5 minutes. To obtain a cashiers check, we were still on hold after 45 minutes, when we visited another credit union, Aventa, who were finally able to help us by gaining access to our account. The result was we needed another bank to help us access Wellby. This review could have been so different if only Wellby President and CEO Martyn Pell will do what a proper bank does - hire enought people to provide a good service. Currently, Wellby is an unuseable bank. 3/15/2022 Wellby does not provide transaction detail before June 2021, it turned out, as I attempted to provide details during company tax preparations. We had to look at all the merchants who had drawn on the account for the early part of 2021, to complete our tax and book keeping, since Wellby does not provide a professional service. It is incredible that a bank is so incapable in the US.

I recommend Wellby for their excellent customer service. As a elderly member of the credit union, Nicolas as well as other tellers go far beyond the normal expectations experienced from other institutions and previous management. If your looking for that personal experience, thought lost..please consider Wellby for your banking and credit union needs. We use the Fairmont location.

Santa Castillo the manager provided out of this world services for a new loan! Her team member Etho was also awesome! Amazing team/services!

Be really carefull with the loan department specifically if you get a car loan they would charge for car insurance even if you have car insurance they make up a excuse to charge you and dont ask for refund you wont get it the insurance department got no phone number. Convenient. Be really cautious ⚠️

Ethel at the main branch was great when setting up my sons first bank account. Very exciting! Thank You

Tracy Hensley offered me excellent customer service for several requests. It was well worth the 1-hour drive to the branch.

Friendly and helpful. I spoke with Ethel and she made everything exceptionally easy; I’m excited to bank with them.

Ethel has helped me 3 times sorting out my home insurance dilemma and each time was pleasant and professional.

Everyone I’ve worked with is professional, knowledgeable, and supportive. If you can think it within the banking world, Ethel can make it happen!