Velocity Credit Union (Cedar Park branch) E New Hope Dr, Cedar Park

Velocity Credit Union (Cedar Park branch) Reviews

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  Megan Schneider
  1

  I’ve had difficulties with velocity since I opened an account with them a year ago but I gave them the benefit of the doubt due to lack of staffing from Covid. From consistently having to wait at least 20 minutes to be helped weather it’s in person or on the phone to bank tellers with awful customer service I’m done using Velocity as my bank. I was unable to access my bank account this weekend and staff would not answer the phone or return the phone call even though I waited over 45 minutes. Upon finally getting in touch with them this morning (after waiting 30 minutes) to discuss the issue, no regard was placed on the branch for not being accessible or helpful this weekend. I expressed my frustration and requested for fees to be waived on my account that we due to inability to access my account since I could not get in touch with branch and was told it was not their fault. I do not recommend banking with velocity, especially the cedar park branch.

  Response from the owner

  Good morning, Megan - We apologize for the wait time and encourage members to make a branch appointment online. As you can imagine, weekends and Mondays are some of the busiest times. I have sent your feedback to management for review and they may reach out to help resolve the issues. Thank you for your patience.

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  Julie Dobbins
  5

  I have been using Velocity Credit Union for six years. The Cedar Park branch is the one I use most. Everyone is helpful and friendly, even going the extra mile to help. Love Velocity Credit Union!

  Response from the owner

  Good afternoon Julie - We'll let the team know how great of a job they are doing in Cedar Park. Thank you for your long membership.

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  Donnie Smith (Smitty)
  5

  I have been a 22 year member of Velocity Credit Union. Along with a 25 year member of USAA being a military veteran. I prefer Velocity over USAA and do all my banking needs with Velocity Credit Union. You can’t go wrong with using Velocity for all your banking needs.

  Response from the owner

  Good afternoon Donnie - We love hearing great feedback like this. We'll let the team know how great they are doing. Thank you for your membership.

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  Melissa McKinney
  1

  If I could give them 0 stars I would. My car loan was through Velocity. I had no issues up until I wanted to pay it off. CUSTOMER SERVICE IS HORRIBLE! The worst experience I have ever had. I was hung up on or "disconnect" almost every time I called. You really don't talk to any one that works at branch, just people in their call center that don't seem very happy and or not helpful. I eventually was able to get the pay off amount for my vehicle, and I had the lady update my address while I had her on the phone. I drove an hour to deliver the check. I was told there was an over payment of 4.36. Okay, no big deal I thought, even though I got the payment information from their customer service people. The teller told me they would just put the money in the savings and that I could close it at anytime. I said thank you and drove off. I tried calling Velocity to find out when they report to the credit bureaus, waited on hold and Brittany transferred me with me having any idea she was transferring me to someone else. I sat on hold probably 15 min just to be "disconnected". That was yesterday. Today I call back to try to get the same information just to be told by Robin that she doesn't know and someone will have to call be back, fine. I noticed that my savings account with the 4.36 showed negative for .64 cents. Curious to find out that I was charged a 5.00 returned mail fee???? WT is a returned mail fee? I asked Robin about it and she said it was because they tried to send a check for the 4.36. Why in the world are they sending me a check and why didn't it go to the address I gave them. So, I hold again for a supervisor who can maybe explain this stupidity. I will never use Velocity again for anything and would definitely never recommend them. The people at the branches might be good but their customer service is the WORST I have ever dealt with. Something that should be so simple turns into a mess. Velocity and their customer service is a soup sandwich to say the least. I just talked to the Supervisor for the Customer Service Center. They charge 5.00 for returned mail regardless and they lady never updated my address. Be aware people. Wow. I cannot even express how much I hate Velocity.

  Response from the owner

  Hello Melissa - Thanks for the feedback and we apologize if we didn't meet your expectations. I will forward your review to a manager to research the matter. We very recently upgraded our core processing system so there may have been an issue. Thank you for your patience as we look into the matter for you.

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  James Jenkins
  5

  I spoke with Sharon Wendel (Real Estate Lender) today. She thoroughly impressed with her patience, knowledge, and responses. First, she took the time to listen to my long-winded explanation of what my wide & I want to do long-term. Then she asked relevant questions to ensure she understood our goals. Then she gave multiple options; informing me of the pluses & minuses with each. Where she really exceeded my expectation was how she gave me ballpark figures and help me plot the best course of action. Wow! Well-done Sharon & thank you!!

  Response from the owner

  Hello James - What a great 5-star review! We will let Sharon know how well she did. Thank you!

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  Molly Chudleigh
  1

  I have been trying and trying to cut Velocity some slack in several short comings including wait times on the phone, wait times at various branches and the low quality banking app for the last few years. I’ve even put up with several app issues including not being able to see all transactions ( where money came in and got deposited, just showing amount deposited). I’ve worked with the main branch to address some of these app bugs but never heard back on whether or not there was an even an attempt to fix the issues. While none of these complaints are big, I have finally had it today. My purse got stollen and I cancelled my debit card right away. It’s July 15th and I asked for a new atm or debit card on July 9th. Just got off the phone with the bank telling me I won’t receive my debit card for potentially another 7 business days! I have to go wait in line and get money out again today with my newborn baby. In short, if you never need to get anything done quickly this bank is fine. But if you ever get into a bind and need to get anything done fast, I do not recommend this bank or any of the locations. If you have all the time in the world and enjoy going and spending time at the various bank branches than this may be the bank for you.

  Response from the owner

  Hello Molly - We value your membership with Velocity and would like the opportunity to try to resolve the concerns you have. We apologize if you feel like these expectations have not been met. Please email us at [email protected] with your name and contact information. We would like another opportunity to restore the relationship.

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  Kathryn Richard
  5

  I needed to open a checking account quickly and no one could help me due to Covid. Until I spoke with Danielle at Velocity who safely helped me open up an account using the drive thru in Cedar Park. She was quick, efficient and very helpful. I was done in less than 10 minutes! I’d highly recommend this credit union!

  Response from the owner

  Thank you for the great review, Kathryn! We always like to hear positive feedback and what services are benefiting you. We appreciate your membership!

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  Mehria Smith
  1

  Worst Bank I have ever dealt with!! I always deal with reps and companies with kindness. I was chatting with one of their reps named GinaL and she ended the chat suddenly without assisting me. I called their number three times specifically their loan department and they keep stating that their reps are busy and I need to leave a voicemail. Statements lack detailed account information, history payments etc. I have logged into their system and I kept getting the Loan not Found prompt and agent online just advised me to call and ended the chat without notice. I wish I knew how bad they were before accepting my car loan from them.

  Response from the owner

  Hello Mehria - We apologize for the difficulty you’ve had contacting us. Our representative did not intentionally disconnect the chat session before it was concluded. After researching your account, we’ve found additional information. It appears we’ve been trying to reach you about your account but we may not have current contact information. Perhaps you could update your contact information online or by email [email protected] and we will be happy to contact you personally to address your concerns. Due to confidentiality concerns, the credit union is unable to discuss specifics about your account in a public forum like this.

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  Matthew Gillum
  5

  Amanda at the Cedar Park location has been great to work with, from loans to credit cards and regular account information!! This is by far the best banking experience I’ve had and enjoy to business with Velocity because of the people!! Thank you Matt

  Response from the owner

  Hi Matt - Thank you for the 5-star review. We appreciate your membership.

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  Maria Molina
  5

  Thanks Velocity for making our loan process so simple and efficient! Amanda helped us at the New Hope branch and was very professional and courteous! Everyone was very professional the minute we walked into the branch! Thank you!

  Response from the owner

  Thank you for the great 5-star review. We appreciate your membership.