Austin Telco Federal Credit Union

"I called Austin Telco to request an in person appointment to set up business and personal bank accounts. I was told by the person who answered at my local branch that due to COVID I needed to set up my personal accounts online and would need to go through the drive through with my business information to set up my business account. I was not given the option to come into the local bank, which was my preference. So I went online to set up the personal accounts as directed and made a mistake. It was my intention to set up one savings and two checkings, but when I finished the online process I had 3 savings and 2 checkings. At this point I made multiple calls to rectify the error, each call compounded the error. To make a long story short I've spent 2 days, multiple back and forth phone calls, and hours of my time dealing with the error caused by my lack of knowledge about how to set up what I needed. In the end Austin Telco lost my business as I have gone to another bank that allowed me an in person meeting with a banker. The time loss and frustration I have experienced could have easily been avoided if the person I spoke with had scheduled me for the in person meeting I originally requested. I would like to note that every person I spoke with was very kind. I don't suspect my complaint is about the employees directly. It's likely a bank policy issue. However I am not a banker, and I should not be expected to set up my own bank accounts. The policy of diverting people from coming into the local branch is making things more difficult for Austin Telco and their customers. I think this policy needs to be revisited. Please Also Note: If you want to do business with Austin Telco, you have the right to an in person meeting. Do not allow this bank policy (or the fear of the person you are speaking with on the phone, which may have been the issue in my case) divert you from dealing directly with banker or coming into the lobby to do business if you feel it is your best interest. I did not speak up for myself when I spoke to the original person and as a result have wasted my time and the time of several employees as well as dealt with unnecessary frustration. Or alternatively do what I did after this negative experience! Find a bank that welcomes your business and allows you to meet with a banker in person without hassle. I subsequently walked into the lobby of Horizon Bank on Research Blvd, spoke directly with a banker, and set up the accounts I needed without hassle. I only regret that I did not do that from the get go!"

"I had a complicated issue regarding a change to my Will and what paperwork changes needed to be made at Telco. They were patient and so helpful in getting my accounts in order."

"Very friendly staff."

"It's very easy to miss on Jollyville, so keep an eye out. But once you find it, the people are very friendly and helpful."