ComplaintsforHeart O' Texas Federal Credit Union
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called the bank to let them know we were going on vacation and the dates we going to be gone so we would not have problems with our debit card. Well for the past two days we are not able to use our card. This has happened to us before, dont understand why. No I cant get ahold of anyone to resolve this issue. Not very happy with you guys. We are stuck in South Podre Island and cant use our cards.Business response
09/08/2023
********************************* has retired and therefore, ************************* is responding to this complaint. I have reached out to ****** and apologized that his card did not work while traveling. His card was marked as traveling within the state of Texas. However, the fraud specialist, picked up a transaction labeled high risk on August 25th through Uber Eats. ****** was called to verify if the transaction was ok. ****** did respond on the 28th and the restriction was released.
We appreciate ****** bringing this matter to our attention. Moving forward, if the fraud specialist phone call is answered or the text sent to his cell, if the transaction as identified by ****** as safe, it will post. If a questionable transaction that fraud specialist identify as suspicious, and no response to phone or text is received, the card will be restricted. This is done to mitigate fraud.
We believe that the problem is resolved and again, appreciate the positive response from *************
Please reach out to *************************, at **************** if you have any further items that need clarification.
Thank you!
Initial Complaint
08/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a large Certificate of Deposit at HEART O TEXAS CREDIT UNION in ******* Texas and when my Certificate of deposit renewed -it was renewed at a very poor rate -in a 1 year CD -which is the only poor rate they have. Even the 9 month and 2 year Certificates pay 3 times mores interest-seems like HEART O TEXAS CREDIT -targeted me with a low rate CD. Furthermore-I received NO NOTICES that my CD was going to renew! NO NOTICE that it had renewed, no emails. no website message at all. If I want to remove my Certificate -now they want to charge me $80.00 so I have to pay for their poor business practices! This credit union treats customers very poorly.Business response
08/24/2022
We will contact the member and offer him an opportunity to change terms based upon his comments. We will also contact the member and confirm his address on file. We do not want to lose members and will try to correct this immediately.Initial Complaint
06/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been with the Heart of Texas Federal Credit Union for a very long time and in 2017 I purchased a 2014 Buick Encore through the credit union, and I also purchased the extended warranty through them with ********.The laswt time I used the extended warranty was in February of 2022 for a cracked Coolant tank on my buick. Well, on 5/25/2022 I tried to use my extended warranty for some repairs that needed to be done through Patriot Buick but after contacting ******** they were informed that my extended warranty expired in April of 2022.This warranty was obtained through the Heart of Texas Federal Credit Union, so they have been charging me for a service that I no longer have. When I called to speak with the branch manager, I was told that she "would" call me back, that has never happened, and it is now 6/01/22. Also, the representative told me that my car payment wouldn't be lower or that because I was paying for the extended warranty that it doesn't have anything to do with my car payment.I find this to be very untrue because I do not care if I was paying $10 more a month for the extended warranty along with my car payment, when the warranty expired my car payment should have decreased $10. I think this was some shady stuff that the Heart of Texas Federal Credit union would actually do, to their customers and then on top of it NOT to inform me that the warranty was expiring, I would have paid extra if need be just to keep it, (but I wasn't informed) and then they don't have the professionalism to call me back when I call about it. I know for a fact that these are some of the rudest people that I have ever encountered and they act as though the customer owes them something when they call. Also, they ALWAYS sound a s though they are at a funeral when you call to speak with anybody in either branch. They act as though they hate their jobs and that they are only doing it to pay their bills. This is the WORST credit union (as representatives go).Business response
06/02/2022
In regards to the complaint concerning extended warranty, I reached out to our vendor ********. ******** does not send out notices concerning the expiration of extended warranty policies. The policies are written that coverage will expire at a specified odometer reading or date, whichever should occur first. The vendor has no way of knowing odometer readings so they are not able to provide notices.
The extended warranty policy can either be paid for upfront or added to the loan. The member opted to have this added to the loan. The price of the policy is spread over the life of the loan so there would not be any type of reduction in payment amount if the policy expires.
The member received a copy of the extended warranty policy, that she signed acknowledging the coverage provided, price and that the coverage would expire at either an odometer reading of ******* miles or 4/21/2022. A copy can be provided if needed to the member.
Please let me know if you have any further questions.
Customer response
06/03/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.