Complaints

This profile includes complaints for Credit Union of Texas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Credit Union of Texas

  900 W Bethany Dr STE 100 Allen, TX 75013-3827

  
• 

  Credit Union of Texas

  601 N Plano Rd Richardson, TX 75081-2942

  
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  Credit Union of Texas

  4180 S Hampton Rd Dallas, TX 75224-4704

  
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  Credit Union of Texas

  1020 Gross Rd Mesquite, TX 75149-2167

  
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  Credit Union of Texas

  2525 Macarthur Blvd Lewisville, TX 75067-8177

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had been charged for a bill pay service that I have never used or signed up for. The account had a fraudulent charge of ****** along will the additional bill pay charges of 5.00 a month since 12/31/23. I would like to be refunded for both.

  Customer Answer

  Date: 05/01/2025

  This issue has been resolved and case can be closed.

  Thanks

  Business Response

  Date: 05/01/2025

  Mr. ******** contacted Credit Union of Texas on April 21, 2025 regarding an unauthorized *** transaction on his account. During his review of his account he also noticed that he had received monthly fees for a **************** offered through Credit Union of Texas. While Mr. ******** did enroll for the **************** in 2022, he had not used the service. In 2023 Credit Union of Texas updated our fee schedule to include a charge for enrollment in the **************** provided. Proper notification was provided to all members at that time of the fee change. However, during the *** dispute process was when Mr. ******** noticed these fees being charged against his account. When ********************** was notified of the *** dispute, the process started to investigate, and Mr. ******** also requested to have his **************** cancelled. The *** situation was resolved on April 21, 2025 and the **************** was cancelled. The request for the Bill *** fee reimbursement was then reviewed and a final credit was applied to the account on April 29, 2025 for all Bill *** fees incurred as a result of non use of the service. Mr. ******** has been contacted about the full refund of the fees. Should you have any additional questions regarding this situation, please contact Credit Union of Texas. 

  Customer Answer

  Date: 05/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a push notification for an *** fee on my account on March 17th, the same day I reached out via message to inquire as to why the fee was incurred. Due to my long work hours being outside of credit union hours, I use the messaging feature. On March 21st I had not received a reply so I reached out again. Then on Monday March 31st I had still not received a response so I reached out again. As of today, there has still been no response from the credit union as to why i have this NSF fee charged to my account. This account has little to no activity so I have no idea where it initiated from and cannot get any reply from ****.

  Business Response

  Date: 04/03/2025

  April 4, 2025
  Via Email: Better Business Bureau; *************************************************************************
  Better Business Bureau
  Attn:Complaints
  
  Re: Complaint No. #******** Zorriana *****
  Dear ******************** accept this response to the complaint from Zorriana *****:
  March 17, 2025: Zorriana ***** reached out to a non-response inbox for push notifications inquiring on details regarding a non-sufficient funds fee that was assessed to her savings account.
  March 21, 2025: Ms. ***** again messaged CUTXs online banking push notification inbox to ask about her non-sufficient funds fee.
  March 31, 2025: Ms. ***** sent a third message to request more information on why she incurred the non-sufficient funds fee to CUTXs push notification inbox.
  April ******: Credit Union of Texas (CUTX) received a complaint via the Better Business Bureau from Zorriana ***** detailing a failure to follow up with messaging communication regarding a non-sufficient funds fee.  Management followed up via phone call three times in an attempt to provide assistance to Ms. ***** as well as apologize for the lack of response in the non-response inbox. Each call management either received Ms. ****** voicemail or the call was manually disconnected by the recipient of the call.
  Subsequently, a follow up email was sent to Ms. ***** detailing the disclosure that provides CUTX members an option to live chat rather than message the push notification portal. The disclosure states, "Thank you for choosing Credit Union of Texas. We are no longer responding to messages submitted through this feature.Please return to your dashboard and select our updated live chat feature." Additional details for phone and live chat service were provided as well.CUTX also refunded the non-sufficient funds fee and provided information on the fee that was incurred that was the result of an attempted draft by Discover to Ms. ****** account.
  ********************** strives to provide exceptional banking experience for all our members. If Credit Union of Texas can be of any further assistance in this matter or if you need additional information, please do not hesitate to contact us at *************.
  Sincerely,
  Credit Union of Texas
  *************
  
  

  Customer Answer

  Date: 04/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the Credit Union of Texas to find what my payoff amount was. I was told by a representative that I needed to pay the balance on the car, $12402.84, and the credit card balance of $5575.95 for a total of $17,978.79 to receive the title to the car. The representative, stated that they filed a claim with the insurance company and that this was the remaining amount left in order for me to receive the title. I decided to sale my car to RPM GARAGE and spoke with two more representatives of **** prior to making the deal with RPM GARAGE to confirm that this was the correct amount and expectation to receive the title. RPM GARAGE, agreed to purchase the car from me for $24,000 based upon their ability to receive the title to the car. after confirming with my permission, again, with the bank the requirements to receive the title to the vehicle. They agreed to pay off the balance of the car and the credit card directly with ****, paying me the balance once the title was received. I waited two weeks with continuous follow-up phone calls to both the **** and THE GARAGE on the completion of the process. March 17, I spoke with another **** Representative who told me that I needed to speak with someone at **** (an internal insurance company, it appears) claiming that they did not have the title. **** at **** told me and the finance manager (******) at RPM GARAGE that he had the title and was not releasing it until he received $29,000 for an insurance claim that was filed by ****. I called **** and was routed to ******, who failed to help said I had to wait 48 hours while they reviewed the matter. I waited 48 hours without resolve. I asked to speak with a supervisor (****** ********) & left a voicemail for him. He has not bothered to return my call to date. Further, RPM Garage has sold my vehicle and not paid me the balance of $6,021 owed. They refuse to pay me for the vehicle they sold without the title.

  Business Response

  Date: 04/07/2025

  April 7, 2025
  RE: BBB Complaint No. ******** ***** *******
  
  To Whom it May Concern:
  
  Our investigation of the above referenced complaint reveals Credit Union of Texas received an insurance claim payout for the 2017 ******** from ****, our loss insurer on 01/22/2025. Credit Union of Texas is no longer in possession of the title, nor are we the listed lien holder and we have communicated this information to Mr. ******* and ****** at RPM Garage.
  
  Our insurer,****, has requested Mr. ******* contact their office by calling ************ to discuss the status of the title as it pertains to the insurers insurance claim payment paid to Credit Union of Texas.
  
  Should you have any questions or need further information, please reach out to Credit Union of Texas at ************ as soon as possible.
  
  Sincerely,
  
  Credit Union of Texas

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November ******* the Credit Union of Texas took $585.00 which was an auto payment for a lease payment on a 2020 ***** CRV. However, I refinanced the vehicle, with the same company and received a smaller payment (Fair Lease) I did not know I needed to contact my bank to cancel the auto pay. Once I realized it. I did so. I then contacted the Credit Union and requested a refund. First payment on new lease is not due until February 26, 2025.They initially told me, the ***** account that the money came from would have to be in my name. Which it is. I also learned the $585.00 was deposited in my deceased wife's credit Union account. Once I reported my wife deceased, I was locked out of that account. I ended up joining Credit Union of Texas in order to continue paying on a Heloc loan my wife and I opened. The person I talked to said she needed to talk with her supervisor and would call me back. This never happened. I called again and was told they would deposit the money in the Heloc account, for my deceased wife.The Heloc account is not in arrears and is up to date. I have allocated the $585.00 to other bills and need those funds returned to my ***** account or my ********************** account.

  Business Response

  Date: 01/13/2025

  We have reviewed the grievance from Mr. ****** and while we can see that our employee was following protocol due to the account status. Mr. ****** recently refinanced his lease he previously had open with himself and his wife. With this we opened a new membership in his name only. The refund should have been placed in the new account, but it was mistakenly placed in the account that still listed his wife. We have reached out to Mr. ****** to see if he would like the funds placed in his new membership or if he would like us to send the refund to his external financial institution. We provided a direct email and phone number to our VP of Operations to ensure Mr. ****** is properly taken care of.

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid off my car loan with the Credit Union of Texas in 2020. For 4 years, I repeatedly contacted them to release the title, but they failed to do so. Despite their claims that the title was sent, the *** confirmed it was never released.I spoke to representatives ***** and ******* multiple times, who failed to resolve the issue. They instructed me to bring a $2 money order to their office to request a replacement title. I complied, yet they never followed through. They repeatedly insisted they had sent the title, but per the **** this wasnt possible since the title was never released by the credit union.I have proof of payoff, which I will attach, showing the car loan was fully paid. However, after 5 years of dealing with this issue, I had no choice but to obtain a bonded title to register my vehicle. This cost me approximately $3,000, including fees and *********, I am unable to sell the car because buyers are reluctant to purchase vehicles with bonded titles. While I do not expect further action from the Credit Union of Texas, I am requesting reimbursement for the costs I incurred due to their failure to release my title.

  Business Response

  Date: 12/30/2024

  ************ paid off her lease on March 10, 2020. On this same day the purchase buyout documents were sent to Ms. ********** which included the purchase order and odometer statement. On March 20, 2020, the title for *************************************************************************************************************** In addition, a Vehicle Transfer Notification was also completed with the Texas **************************** to show the date of transfer to ************* On September 6, 2022, Ms. ********* called in and informed our representative that she could not find the title. The representative emailed Ms. ********* a paid in full letter and a release of lien so that Ms. ********* could obtain a duplicate title. In June of 2023 Ms. ********* called in again to inquire about her title. The representative looked up the ***** tracking number, but the member said she did not know who the person that signed for the package. In July of 2023 Ms. ********* stopped in our office to drop off $2.00 so that we could obtain the duplicate title for her. It took quite a bit of time because the title had already been released to Ms. ********* along with the lien being released. The certified copy of the title was obtained on September 15, 2023.This title was also sent to Ms. ********** This title also shows that there is no lien. When Ms. ********* inquired with the *** that the title was not released,we cannot speak fully about this as we do not know the entire context of the conversation. However, the *** would in fact have shown that the title still had a lien and was not in Ms. ********** name because the title work had not been completed to transfer ownership. When a lessee purchases their vehicle, the title is signed (released) and mailed to the lessee. It is then the responsibility of the lessee to pay the tax due to the *** and have the title transferred to their respective name. We have attempted on several occasions to assist Ms. ********** A bonded title was not necessary as we did provide a release of lien when she originally called in to let us know that the title could not be found. 

  Customer Answer

  Date: 01/06/2025

  I am rejecting this response because:   They said they sent a second title in 2023 but this simply isnt true. Ive never received a title other than the bonded title I received from the dmv. If the title was actually released I would have been able to get a replacement title from the tax office but they said several times, and well after 2023, that the title was still in the credit unions name and the title wasnt released. I think the best resolution would be for the credit union to have the title at their office and I come pick it up since they insist they can get a replacement title and seem to have issues with mailing the title. If they are not able or willing to do this then I think that would confirm this is not a legitimate claim that they released the title. If they are willing and able to hold the replacement title at their office so I can pick it up then I will drop the complaint.

• Initial Complaint

  Date:11/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempt to call the Credit Union of Texas ******************** at their corporate office. The customer service representative refused to allow me to speak with the ********************. I was calling about the remaining balance on my car loan. This credit union is also known for not answering their phones.

  Business Response

  Date: 11/29/2024

  November 27, 2024
  Via Email: Better Business Bureau; *************************************************************************
  Better Business Bureau
  Attn:Complaints
  
  Re: Complaint No. #******** Lajasley ***
  Dear ******************** accept this response to the complaint from Lajasley ***:
  November *******, Ms. *** reached out to Credit Union of Texas (CUTX) in an effort to know her auto loan vehicle owed balance without ******************************* (***) fees.  The representative was unable to assist and did not escalate the call to *************** after consulting with the appropriate department.
  November 26, 2024: CUTX later received a BBB complaint notice by Ms. *** expressing concerns about not being transferred to management during her previous interaction.
  A CUTX manager promptly contacted Ms. *** to address her concerns. During the call, the Manager apologized for the inconvenience caused and provided the current balance on her vehicle loan. Additionally, Ms. *** was given clear instructions on how to remove the *** coverage from her vehicle.
  November 27, 2024: *************** reached out to Ms. *** to again apologize for the inconvenience caused by the prior interaction and lack of service standards met. Ms. *** confirmed that all her questions were answered and expressed appreciation for the follow-up and the proactive outreach from both teams. Both representatives involved in the assistance of Ms. **** interaction will be coached on how to better provide an exceptional experience and ensure all members needs are met during their interactions.
  Credit Union of Texas strives to provide exceptional banking experience for all our members. If Credit Union of Texas can be of any further assistance in this matter or if you need additional information, please do not hesitate to contact us at *************.
  Sincerely,
  Credit Union of Texas
  *************

  Customer Answer

  Date: 11/29/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** approved my insurance prior to funding a loan. They reviewed the coverage amount and ensured me it was sufficient and acceptable. One month later they send notice that they are mandating their own insurance. My insurance has never lapsed and is still effective. I have provided proof of insurance at least 5 times but they continue to bill me extra for duplicate insurance. There insurance they have mandated is 10 times the amount that I am already paying. They force me to use a faulty automated system, that rejects my proof of insurance over and over. When I visit in person they force me to use the automated system. They are diplomatic thieves. Over the course of 20 months I have over paid nearly $2,700. They need to be stopped.

  Business Response

  Date: 10/17/2024

  *** ********* opened his loan with Credit Union of Texas on September 1, 2022 for his 2019 ******************** boat, with the trailer and motor as collateral. As part of the loan closing process, *** ********* provided proof of insurance and signed the Agreement to ***************** for the duration of the loan agreeing to minimum deductible amounts. Once the loan was funded all documents were processed and the loan started being tracked for insurance purposes. This is done to ensure the credit union is added as lienholder to the policy, proper deductibles are met, and insurance remains in place for the duration of the loan. During that process it was determined that the collateral information on the insurance did not match the actual collateral description on the Certificate of Title for the Bayliner. Notices were sent out and while *** ********* continued to provide proof of insurance, the information still did not match the title we had for the collateral. This approval process is handled by the insurance tracking vendor, but in researching the situation further the **************** team with Credit Union of Texas uncovered the reasons for the insurance costs. The Manager of the **************** department has since reached out to *** ********* to work to get this situation resolved. Once the collateral information has been updated and reflects properly on his insurance, properly protecting the collateral of the loan, a full refund will be provided to *** *********. 

  Credit Union of Texas abides by all regulations and requirements for financial products and services. While insurance coverage is required for all collateralized loans with Credit Union of Texas we continue to work with members and our tracking vendor to ensure members are serviced properly through the entire process.

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wont let me close accounts despite multiple trips to the bank and signing multiple forms.Credit Card has no balance. Checking has $0.11, and savings has $2500.I have been charged $22 in service fees since asking to close accounts.I want my accounts closed. When I opened them there were no fees and now Im being charged $11 per month.

  Business Response

  Date: 10/21/2024

  Please accept this response to the complaint made by Ms. ****** against the Credit Union of Texas regarding her member experience at the ******** branch in getting her accounts closed.
  
  On October 7, 2024, at 2:20 PM, the Branch Manager called and left a voicemail to the member in an attempt to receive a call back to discuss the situation. The Branch Manager also spoke to a team member in card services prior to calling Ms. ****** to get the credit card closed immediately since the case was done on July 30, 2024.  On October ******, the Branch Manager called  the member again at 11:30 AM  and left a voicemail to let her know that this credit card had been closed and a refund of $50.00 was credited back to her account.  On the same day, an email was initiative at 12:16 PM with the following message below:
  
  Good afternoon, ****,
  
  I followed up on your credit card today and it is now closed out.If you would like to come by and close out your savings account, you are good to go now. I also refunded 50 dollars in fees back into the savings. If you have any problems, please reach out to me.
  
  Ms. ****** replied to the email at 12:25 PM with a response of Thank you.  On October 11, 2024 at 10:31 AM, the member visited the ***** ****** location and closed out her account at the teller station.
  
  Credit Union of Texas strives to always provide the utmost level of service to all of our members. Should you have any questions regarding this situation or resolution, please feel free to contact us.

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/4/24 I was a victim of a scam leading to fraudulent money transfers, robbing us of $30,294.00. I got a text clarifying a charge to ******* for $265.67. I replied N for no. I got a phone call (972 area code) same as my credit union. A man (gave fake name) from (my credit union's name) told me someone was trying to use our account in *******. He told me to log into the app to ensure all the charges were correct. First attempt password "incorrect" so he told me to go through the steps to change it and asked me to"verbally tell him confirmation codes in the text message coming in, confirms it's you changing it." That's how he got access to accounts. He told me there was going to be "an investigation into my online banking account to find the person trying to get ************* banking would not be available & not to try to log in until the investigation is closed". He called my cell daily reassuring me everything was going well. He was very professional and well-spoken. My email address was changed by 1 *********** username/password. After the acct changes, the mult. money transfers from ***** to checking, checking to savings & vice versa, plus another member's acct into ours and finally all the money to ************* occurred. We DID NOT GET one text, call, or letter from the credit union confirming ANY of the above!We're loyal members for 26 yrs, and they say "there's nothing they can do." They don't have a fraud ***** only Unprofessional, incompassionate, improperly trained employees who submitted incomplete evidence to Discover => denial to reimburse credit union. Banks have mult. ways to prevent scams ie IP addresses, geometric location, flagging systems, phone records, NOT this credit union!! Employees failed to return promised calls/emails. Took a complaint via email to the credit union to get a call from low-level manager a week later no apology. Nobody advised me, they will not reimburse any money bc"I gave them access". 10.9% daily int on *****, HELP

  Business Response

  Date: 10/11/2024

  Please accept this response to the above-referenced BBB complaint regardingSeana Macintosh. Below is a summary regarding the activity on the account.

  
  Our records confirm that ***** ******** filed a case on 9/12/2024 for the following transfers on the dates listed below between 9/5/2024 9/19/2024 initiated conducted through her online banking. The overall loss being $30,4***** sent to Discover.

  
  09/05/2024 Internal Transfer $1,000.00 from ************** to checking account.
  09/06/2024 External Transfer to ************* debit $2,000.00 from Seanas account.
  09/06/2024 External Transfer to ************* debit $4,000.00 from Seanas account.
  09/06/2024 Internal Transfer $6,000.00 from Seanas HELOC to checking account.
  09/07/2024 Internal Transfer $2,000.00 from Seanas checking to savings account.
  09/07/2024 Internal Transfer $800.00 from Seanas saving to checking account.
  09/08/2024 Internal Transfer $19,000.00 from Seanas HELOC to checking account.
  09/09/2024 External Transfer to ************* debit ***** from Seanas account.
  09/09/2024 External Transfer to ************* debit $270.00 from Seanas account.
  09/09/2024 External Transfer to ************* debit $1,630.00 from Seanas account.
  09/09/2024 External Transfer to ************* debit $4,000.00 from Seanas account.
  09/10/2024 External Transfer to ************* debit $1,000.00 from Seanas account.
  09/10/2024 External Transfer to ************* debit $2,000.00 from Seanas account
  09/10/2024 External Transfer to ************* debit $2,000.00 from Seanas account.
  09/10/2024 External Transfer to ************* debit $4,000.00 from Seanas account.
  09/10/2024 External Transfer to ************* debit $4,000.00 from Seanas account.
  09/10/2024 External Transfer to ************* debit $5,000.00 from Seanas account.
  09/10/2024 Member to Member transfer credit of $10,000.00 from another Credit Union of Texas account.
  09/11/2024 Member to Member transfer credit of $8,000.00 from another Credit Union of Texas account.
  09/11/2024 External Transfer to ************* debit $500.00 from Seanas account.
  09/12/2024 Member to Member transfer debit $10,000.00 to another Credit Union of Texas account.
  09/12/2024 Member to Member transfer debit $6,000.00 to another Credit Union of Texas account.

  
  Below is a summary of the calls that took place with ***** ******** and Credit Union staff regarding our intake:

  
  On 9/11/2024 Ms. ******** called the Credit Union of Texas ************************** She calls in and states there is something going on in her account and it is not right. Ms. ******** was asked to verify a transaction as part of the verification process with Credit Union member services **** and she stated she was not able to verify as this was the problem. She stated she is dealing with somebody telling her not to look at her account right now because they are doing an IT investigation. Ms. ******** then asks the ***resentative at **** is there such a thing like what she mentioned and proceeded to say she received a text message like the messages that are sent to her when something is not her. She stated the transaction was ******* for two hundred and something dollars. She stated no it was not her and then she says she received a call from someone name ******* Rolling, and he made her login to her thing (meaning her online banking) and change her password, but he didnt ask her for any information.******* then told her he was going to look into this, but she could still use her debit card but not to log in until he calls her. He called her Friday 9/6/24 and called her 9/10/24 stating that this was still being investigated but Ms. ******** then felt it was weird to tell her not to login to her account. Ms. ******** stated she received balance alerts every morning and it stated there was $20,000.00 more into her account than when she looked at it last.

  
  The **** ***resentative asked her did she disclose any credentials and Ms. ******** stated no. She stated he didnt ask for anything he just had her change her credentials while she was on the phone and then he told her an iPhone 13 logged into her account and in order to get the phone off of her account, she needed to change her password. She believes ******* locked her out and stated he told her not to log in. She hadnt logged back in because she believed him until last night 9/10/2024, she felt it wasnt right. She questioned How could I not look into my own money. Ms. ******** tried to reset her password last night 9/10/2024 and it would not let her. **** ***resentative states I see a few external transfers one for $2,000.00 and one for $4,000.00 and Ms. ******** stated no I havent scheduled anything. Ms. ******** stated she has not been able to look at her account since last Wednesday 9/04/2024. **** ***resentative let the member know she must place restrictions and asked if she had a branch location near her area. Ms. ******** then stated her husband could go. The *** let her know since she is the primary we would need her to step into one of our Credit Union of Texas locations. Ms. ******** was told when she visited to get a new account number and to ensure she completed an ACH exception form to allow her direct deposit to come through. Ms. ******** then asked if someone is using the account to transfer money. **** ***resentative let her know she sees external transfers and she would place restrictions. Ms. ******** then asked when she received the new account number would she be able to see all the charges. **** ***resentative then let her know she would get a new account number, and the form would help ensure that she receives her direct deposit. Ms. ******** then apologized and said sorry she did not call sooner she should have known that was weird.

  
  On 9/12/2024 Ms. ******** visited a branch regarding her account. She wrote a written statement that stated she received a text message on 9/4/2024 at around 1:00 pm from what she thought was **** clarifying a purchase of $265.67. She ***lied with a text back N for No. 9/4/24 at 13:20 received a phone call from ************ from a man with an American accent claimed to be ******* Rolling informed her that someone was trying to make a purchase at ******* in *******, **. He asked if they had been to ******* recently. He also stated there was an iPhone 13 thats linked to their Credit Union account, and he could help Ms. ******** remove that phone from her account. He then instructed her to try to log into the **** application while on the phone. Ms.********* 1st attempt with the correct password did not work. He asked her to try again. (Ms. ******** states she cannot remember if he sent a link or a text) and it didnt work. He then asked her to change her password and to try and login again. That also failed. She states he sent her a text with a verification code that he asked her to ***eat back to him. He then told her that they would express ship a new debit card in the meantime, and it was ok to keep using current debit card, but she was not to log into online banking or the app. He stated he would call Friday 9/6/24 with an update. He called from the same number ************. On 9/6/24 at 9:12 am and 18:29 pm he called to reassure her that the investigation was going well, and debit card was on the way. He stated We need some more time to continue the IT investigation with how they got into the account. He instructed her to keep using the debit card but not to login into any online banking or Credit Union app. She did not hear back from him Monday, so she texted the phone number he gave her as his direct line ************. He called Tuesday 9/10/24 from ************ at 16:38. This is when she finally realized it wasnt right. She tried to login to **** app, and it wouldnt let her, tried to change password and it said it didnt exist. Called **** at work from cell 00 0956 to ***ort concern and ask if ******* Rolling was an employee. Planned to call at 0800, but stated I am a nurse and got busy. This was the end of the members statement. The branch assisted her with getting a new account number and completing paperwork for her case.
  

  9/19/2024 **** ******** called into Credit Union of Texas regarding an email he is receiving,stating he has received zero help. The Credit Union of Texas ***resentative let Mr. ******** know we would get a manager to assist, and Mr. ******** disconnected the call.
  

  10/01/2024 **** called in stating he was provided a number, but he was trying to get in touch with the Fraud Prevention Manager. He asked for his number and was provided an extension.  Mr. ******** was also asked if he would like to be transferred, and Mr. ******** stated no and that he would try to reach him.
  

  The summary below is the ***************** investigation:

  
  On 9/11/24 after Ms. ******** called into Credit Union of Texas, our *** notified the fraud department, we then reached out to Discover in attempt to recover funds by hold harmless letter (This is a letter we use to attempt to recover funds) Please note the external bank is not obligated to return funds if they are unavailable on their end.
  

  On 09/12/24 Our fraud investigator spoke with Ms. ******** while in office to get a verbal statement in which she ***eated the story from above. Ms. ******** stated she received a call around 1:00 pm from someone who she thought was the bank. She stated the individual asked if she was making a purchase from ******* for $265.00. She reached out to her husband to ask if he had made a purchase and once confirmed ***lied No. On 9/4/24 at 1:20 member received a phone call from ************ - The gentleman sounded American and stated his name was ******* Rolling. He stated someone was trying to make a purchase in *******, ** and asked if she was there now. Member stated no. Then he asked did anyone own an iPhone 13, he saw this linked to the account and the member stated no. He let the member know he could remove the device but needed a couple of minutes. Member was asked to change her password, and a code was sent to her. She then read this code off to the fraudster. The fraudster then asked her to log back in and she was not able to access the account. She read a code to the fraudster twice as he requested. Fraudster stated it is ok to use your DC in the meantime, but you cannot login until Friday 9/6. Ms. ******** received a call Friday 9/6/24 and the fraudster stated everything was going as planned but they needed a few days to continue the IT investigation. Phone call was from ************ and a phone number was provided for the member to callback ************. Member tried to call Tuesday and attempted to login, but she could not get in which prompted her to callback Wednesday. At this time, we let Ms. ******** know we would review the documents, and we are continuing to work on recovering funds from Discover.
  

  The fraud investigator began the investigation by pulling records and reviewing the information from our online banking system, please see below:

  
  Activity on 9/4 (over 20 logins including failed)
  No activity between 9/1 and 9/4
  Member device (*******)
  Logged in on member device 1:15pm (****** IP)
  Additional registered device in ********** (iPhone Pro Max) (***** ******** authenticated with fingerprint scan)
  Logged in on iphone 14 pro max 1:20pm (********** IP) using face ID
  Member device
  Logged in on member device 1:24pm (****** IP) using fingerprint
  iPhone SE (******* IP) (Signed in with username and password)
   recovered account by username 1:24pm
  failed to sign in due to invalid credentials (1:29, 1:30, and 1:31)
  Member device
   removed their own device from profile at 1:32pm
  recovered account by username 1:32
  Recovery magic link sent 1:32
  Link verified 1:32 and passed 2fa
  (***** ******** updated Password changed 1:33)
  iPhone SE (Florida IP) (Authenticated with username and password)
   registered and passed 2fa 1:34
  logged out and back in at 1:35 (making sure they can get in and out as needed)
  updated email to similar email as member and passed high risk verification (entered password since they already had it)
  oout and back in 1:36
  added external transfer account (*************) and verification deposits sent
  
  (Please see attachment)
  
  
  logged in at 1:58, 2:43, 3:32, 4:15, 5:17, 6:07, 6:08, 7:39, 7:39, 11:27,
  9/5 (16 total logins)
  iPhone SE (******* IP) (Authenticated with username and password)
  logged in at 4:50am, 9:51am, 10:58am, 12:42, 2:54
  external account verified at 2:54pm
  transfers begin (external)
  
  
  
  Logged in at 3:21, 3:40, 3:46, 3:57, 3:59
  Transfer created at 4pm (internal)
  
  Logged in at 5:13, 6:06, 6:34, 9:09, 9:09, 10:47
  High risk authentication requested (not completed) at 9:09
  Activity on 9/6 (over 25 total logins)
  iPhone SE (Florida IP) (Authenticated with username and password)
  
  
  Logged in at 12:05am, 12:27am, 9:14am, 11:01am, 11:57am, 12:33, 2:44, 2:47, 2:54, 3:13, 3:50, 4:02, 4:02, 4:08, 4:08, 4:22, 4:28, 5:04, 5:42, 6:11, 6:29, 6:39, 6:47, 7:07, 8:18, 9:18,
  Removed device at 12:27am
  Signed in 9:12am with username password and 2fa
  2:45pm scheduled transfers (external)
  
  
  Internal transfer below
  
  External transfers below
  
  
  
  
  
  
  
  Login at 4:08pm attempted to schedule 2k transfer but failed
  Login at 4:22pm attempted to schedule 2k transfer and $2088 both failed
  Passed high risk authentication during 5:04pm
  Removed own device at 5:04pm
  
  Activity on 9/7 (10 total logins)
  iPhone SE (Florida IP) (Authenticated with username and password)
  Logged in at 2:19am, 3:00am, 5:19am, 9:18am, 10:33am, 11:58am, 2:50, 4:52, 6:00, 11:02, 
  2:19am transfers scheduled
  Internal transfer below
  
  
  6:00pm transfers scheduled
  External transfers below
  
  
  
  
  
  
  
  
  Activity on 9/8 (8 total logins)
  iPhone SE (******* IP) (Authenticated with username and password)
  Logged in at 10:50am, 12:10, 12:54, 3:40, 3:50, 3:54, 7:48, 10:40,
  10:50am transfers scheduled
  External transfers shown below
  
  
  3:50pm transfers scheduled
  Internal transfer shown below
  
  
  
  
  
  
  
  
  Activity on 9/9 (over 25 total logins)
  iPhone SE (Florida IP) (Authenticated with username and password)
  Logged in at 12:32am, 2:14am, 7:08am, 8:12am, 10:19am, 10:53am, 10:54am, 11:24am, 11:57am, 12:18, 12:45, 12:57, 1:18, 1:57, 2:07, 2:36, 3:06, 3:29, 3:52, 4:00, 4:01, 5:03, 5:03, 5:47, 9:58, 10:32, 11:06, 11:33, 11:45,
  12:32am transfers scheduled
  External transfers shown below
  
  
  3:13am external transfer settings were updated by Epysis
  9/10 (roughly 49 total logins)
  iPhone SE (Florida IP) (Authenticated with username and password)
  Logged in at 3:05am, 4:33am, 7:39am, 7:54am, 9:16am, 9:26am, 9:41am, 9:50am, 11:06am, 11:39am, 12:07, 12:55, 2:06, 2:50, 2:51, 2:54, 2:57, 3:00, 3:02, 3:04, 3:04, 3:07, 3:19, 3:27, 3:34, 3:53, 3:58, 4:00, 4:02, 4:06, 4:15, 4:15, 4:30, 4:39, 4:43, 4:46, 4:57, 5:07, 5:08, 6:10, 7:02, 8:07, 10:09, 10:19, 11:05, 11:05,
  3:34am external transfer settings were updated by Epysis
  2:50pm transfers scheduled
  $1,200 transfer failed to schedule
  
  
  External transfer shown below
  
  
  3:07pm transfer scheduled
  External transfer shown below
  
  4:40pm High balance alert removed from profile
  Ms. ********* device in ******
  11:25pm Authenticated using fingerprint scan
  11:26pm failed login using invalid credentials
  Additional registered device in ********** (iPhone Pro Max)
  11:41pm authenticated using face ID
  9/****** total logins)
  
  iPhone SE (Florida IP) (Authenticated with username and password)
  Logged in at 12:06am, 12:19am, 12:19am, 12:33am, 12:43am, 1:33am, 1:33am, 1:52am, 4:33am, 6:19am, 6:20am, 6:20am, 6:25am, 7:00am, 8:17am, 8:33am, 9:24am, 9:59am, 10:57am
  12:20am transfer scheduled during memo mode
  
  6:25am transfer scheduled
  External transfer shown below
  
  
  
  10:57am account turned dormant
  9/12 Ms. ******** visited the branch location to change her account number.
  Account restricted in core and permissions removed
  

  Multiple logins into an account are not uncommon this is a practice we see with our members regularly.
  

  The fraud department with Credit Union of Texas reviewed the online banking activity and compared it to the conversations we gathered and determined that Ms. ******** authorized the transactions and activity when she provided the two-factor authentication (This is a private code sent to the member phone number on file to verify it is ************ and password. Ms. ******** received a call from phone number ************ and a phone number was provided for the member to callback ************. These phone numbers do not belong to Credit Union of Texas. Unfortunately,Ms. ******** did not attempt to call Credit Union of Texas until 9/11/2024 to confirm if these were valid calls nor did she reach out regarding the balance alerts that were being sent to her pertaining to a change in her account balance. We also reviewed the alerts that were sent to Ms. ******** and confirmed Credit Union of Texas sent an email alert to the original email on file regarding the contact information and device being updated. ***** published phone numbers for Credit Union of Texas are listed on our website.  The fraud department has concluded due to *********** providing authorization we would be denying the claim.
  

  9/16/2024 Our fraud investigator reached out to Ms. ******** regarding her case. During this call we let Ms. ******** know the claim would be denied. We sent a hold harmless letter (This is a letter we use to attempt to recover funds) to Discover. We let Ms. ******** know the claim has been denied as we have not heard back from Discover. Ms. ******** was made aware since she provided the password and the two-factor authentication (This is a private code sent to the members phone number on file to verify it is Ms. ******** logging in.) the activity was authorized allowing the transfers to be processed.  Ms. ******** then asked to speak to a supervisor at this time we let Ms. ******** know that we had planned to send it over for another review and she would receive a call after the case had been reviewed. We were sympathetic as we do care for our members and strive to provide the best service in each case. Please see the activity above from our online banking provider.
  

  9/20/2024 Ms. ******** submitted a complaint to our help email. The claim was still being reviewed during this time. However, due to the complaint the Fraud Prevention Manager wanted to contact Ms. ******** and was unable to reach her due to her work schedule.
  

  09/25/2024 Ms. ******** returned the Fraud Prevention Managers call. We let her know that we were looking into everything and trying to get in contact with Discover. We understand how this matter affected Ms. ********
  and wanted to ensure we exhausted all efforts to assist in recovering her funds. *********** mentioned that her health insurance Cigna sent a statement stating that her health information and financial banking information was hacked and that might be how her online banking information was hacked. We let her know we were looking into all the notes from the case but wanted to ask what information she provided once more to ensure we had everything noted. *********** then stated ******* Rolling stating he is from Credit Union of Texas with an American accent told her there was an iPhone 13 attached to her **** account and he asked if this was accurate, and she said no. He then stated well I can you get it removed from your account I just need you to login to your app while youre talking to me which member stated she sees all the red flags now but at the moment she thought it was the bank. Manager with **** asked what number he called from, and she stated she wrote them all in the statement.Member then mentioned when she looked at her ******* statement, she saw 471 or **************************** front of it. We asked her for the police ***ort number and member stated she would get it. She mentioned she submitted it to the police department and was surprised they were looking into it. Ms. ******** attempted to login, and it did not work. Her password that worked prior was no longer working so he had her change it on the phone and then had her ***eat the code that she received by text message (This is a private code sent to the members phone number on file to verify it is ******** logging in). We asked who changed the password and Ms. ******** stated she was unsure on who changed the password. She then stated she remembered getting a code to change it to. We then stated It appears the individual was in youre account for a couple of days and the Ms. ******** stated yes. We then asked during this time did you login Ms. ******** stated she could not. She stated ******* told her not to login while they were doing an investigation and she believed him, and *********** stated her debit card worked which was another red flag. We then asked was there contact made in between the first time from when the password was changed. She stated he called and checked in every day. She stated her husband stated this is just weird and finally it hit her that she was being scammed for five days. We let her know we are trying to help and have a few more questions were you using the debit card, and she stated she was using it. She stated her husband were sharing one. We asked did the individual initiate contact and she stated she received a text asking was she attempting a charge out from ******* out of ******* for $265.00 and she reached out to her husband since he works at job sites at *******, and he said no so she typed back on text and the individual called. The individual called from a 972 number which made her think it was the bank and she put this in her statement. We asked if she saved those messages, and she said no and she stated when she went back to the cloud they were not saved. She tried to recover them, and she recovered all the messages around but could not recover that one. We asked her to reach out to ******* to recover the message. We then asked did it ever cross your mind to call us directly and she stated she thought she was talking to us. The individual who got into her account changed her email that she hadnt changed in years. She stated she did not get a call or a letter. The member provided the police department number 24091603.
  

  09/27/2024 The Fraud Prevention Manager contacted Ms. ******** to let her know the claim was denied and tried to explain situation and she disconnected the call.
  

  After a thorough review, ***** ********* claim has been denied due to the transactions being authorized when she provided her password and two factor authentication (This is a private code sent to the members phone number on file to verify it is Mrs. ******** logging in.) When her password and two factor authentication was provided this allowed access to her account allowing the transfers to be processed. Please see above information from our online banking provider. We have investigated Ms. ********* claim regarding her statement of an employee being involved, we have determined this not to be accurate.
  
  Regarding Mrs.********* account ********************** submitted a hold harmless letter to Discover (This is a letter we use to attempt to recover funds) regarding the external transfers totaling $30,4***** (Please note the external bank is not obligated to return funds if they are unavailable on their end). Discover did not respond which would indicate that there are not funds in the account.
  

  We sincerely regret that she experienced this loss and understand how frustrating it can be.We made every effort to recover the funds, but unfortunately, we were unsuccessful.
  

  At Credit Union of Texas, we take fraud prevention very seriously and have various systems and protocols in place to detect and address fraudulent activity such as providing educational tips to protect members accounts, we also have a fraud page on our website for educational purposes, we review ***orts, receive and work alerts and provide multifactor authentication to our member which allows them to control who gains access to their account. We have worked diligently to recover the funds in this case, and we sincerely regret that we were unable to recover funds and understand how difficult this situation is.
  

  Credit Union of Texas strives to provide exceptional banking experience for all our members. If we can be of further assistance in this matter or if you need additional information, please do not hesitate to contact us at ************.
  
  Sincerely,
  
  Credit Union of Texas
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because:  The Credit Union of Texas is not providing true and accurate findings with their details of events, they left out important details in the "activity log" and changed the wording of my statements, and re-worded details of the investigation by the supposed "fraud investigator".  This is unacceptable, and I have called my lawyer.  If a person with any fraud prevention education, or who "take fraud prevention seriously" just glanced at the activity log provided, there would be no doubt that this is fraud resulting from a scam artist succeeding in coercing me to believe he was with the "Credit Union of Texas".  They failed to protect me as a member, and are now calling me a liar.  They did not reach out to me via email or any other way.  I did not provide my password to anyone.  I did not attempt to call the CUTx because I was under the belief (aka what a scam is & how it's successful) that I was working with an employee from them during the whole thing!!!  The "Fraud Affidavits" provided by this credit union are from 2017.  No employee provided a title when talking to me, now all of a sudden they have "Fraud Investigator" and "Fraud Prevention Manager" listed to describe the employees.  Please explain how the Fraud Prevention Manager's unanswered phone calls (for multiple days) forward to Fair Lease Car Lease department?  ***************** is responsible for reimbursing fraudulent losses, my lawyer will be in touch.

  Business Response

  Date: 10/21/2024

  Credit Union of Texas conducted a full and thorough investigation on this matter and we have done our best to accurately illustrate the details and our investigation efforts in this response,including our attempt to recover funds from the third party financial institution.  The phone calls that are referred to by **** ******** were made to a direct number to our leasing department.  However, we have verified that there were also calls from both *** and **** ******** to the fraud prevention manager's direct number, where contact was made.  We tested but are unable to recreate a situation where calls to this number roll over to the leasing department.  We sincerely regret that **** ******** disagrees with our response, and recognize that this is truly an unfortunate situation.  However, we have nothing else to add at this time.   

  Customer Answer

  Date: 10/21/2024

  I am rejecting this response because:   the matter is not resolved.  My attorney will handle the rest of the situation.

• Initial Complaint

  Date:09/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter is in college station at school at Texas a&m and debit card was flagged a block because they thought it was fraud on 9/28/24 but she has been at school for 5 week now using her card all over campus and now they lock her out but thats not the prob. when i went to cutx branch to fix the issue the branch manager was at first NOT helpful at all he said there was nothing he could do to lift the block that to fix the prob he would have to send a new card and would take a week but my daughter is 3 and a half hour away as i live in ************ and she now has zero access to her money and she lives in a dorm with no address so how can u mail it to her (u cant) funny after i got mad and asked for his supervisor all of the sudden he made a phone call and just like that within literally 5 min the block was lifted and finally prob fixed. So i said to the branch manager thank you but this mean you lied to me saying there was nothing you could do but send new card when there was something you could do that means you didnt really want to help the situation you tried to just get me to leave.

  Business Response

  Date: 10/16/2024

  Please accept this response to the complaint made by Ms. **** against the Credit Union of Texas regarding her daughters account being flagged for a potential fraud charge.
  
  Ms. **** conveyed that her daughter is attending college, and her debit card was flagged on September 28, 2024. The debit card was locked to prevent any further charges and Ms. **** visited the Frisco branch to fix the issue with a team member.  The branch team member immediately opened the account and searched for the daughters debit card. The status showed Captured which means that the card was blocked from future debits. The team member informed Ms. **** that the card was blocked and that the only process that can be executed at the branch is to print out a new card or mail one out to the daughter.  The team member asked if the daughter had an address so a new card  could be mailed.  Ms. **** stated there is not an address since the daughter is attending college. 
  
  The team member conveyed to the member that a call will be initiated to the ************************ to see if there is another solution on assisting and possibly unblock the specific debit card mentioned. The member replied ok.  Card Services stated that the member must confirm that the suspicious charge on the account was indeed the daughter and Ms. **** was asked to come into an office, to confirm the information with the  ************************.  All the details were confirmed with the member, daughters account was notated, and the block was removed so the debit card can be utilized for transactions.
  
  Credit Union of Texas strives to always provide the utmost level of service to all of our members. Should you have any questions regarding this situation or resolution, please feel free to contact us.