Everwise - Drive-Up Only 2/20-2/21

"My 10-year mortgage had one last payment due on December 1, 2023. I decided to turn off the automatic payment scheduled and instead I sent it a little early, on November 24. The payment went through and I heard nothing from the Credit Union. December 3 the Credit Union informed Experian that the account was paid off. January 2 the Credit Union reported to Experian that my mortgage payment was past due by at least 90 days. I called that day and spoke with someone named Scarlett. She looked it up and stated that because the payment was a little early it was not recorded. She said she was crediting me the late charge and back-dating the payment. She said I had $26.32 due to cover the county fees to close the mortgage. I submitted that payment same day. She also said she was emailing the person that did the credit reporting to have the late payment removed, because it was not in fact late. I now have the county paperwork in hand confirming that there is no longer a mortgage on my home. On February 3 I was informed that the Credit Union had reported that my mortgage was at least 90 days delinquent over due by at least 90 days. I called the Credit Union again and was brushed off with the statement that they would get back to me. They have not. This all has caused my credit score to drop about 130 points."

"The app does not show balance and they have been aware for years. Games and toys a plenty but no professional banking in app."

"Have tried to close account several times they close it and then it reopens. And how can they not provide documentation that an account is closed."

"Took a couple of times coming to the store to get an issue resolved, but every time the teller Matt was super helpful, while everyone else pretty much dropped the ball."

"I love TCU as a whole but I’ve had a few negative experiences at this branch. Today my mother, boyfriend, and I went in to get him added to our account and then open up a separate savings account with just my mother and I on it. We got inside and waited for a teller so we could ask to sit down with a banker. When approaching the teller she wasn’t exactly the friendliest, she acted if we were interrupting her. Which I understand people can have bad days I’ve worked in customer service it just threw me off a bit. It Made me feel bad for being there. She put us in the system and said we could go sit down and wait for a banker. We waited and then someone came out and said “next customer please” which I thought was odd usually they’d say the name of the next person they were going to assist. So the other person who was waiting exchanged looks with us since we did not know who was supposed to go next. He says we could go so we got up and headed inside of the office. The banker did not introduce herself and overall had a very “I don’t want to be assisting you” vibe. She mad no attempt at small talk so it was a quiet and uncomfortable experience. Midway through getting my boyfriend added to the account she calls another customer and begins talking to him. She finishes the phone call with that customer and a few moments later she slams her mouse on the desk. It startled me and kinda scared me. I talked to my mom and said that we could just finish setting up the savings account tomorrow so we didn’t take up more of her time. I also just wanted to talk with someone about which account would be best for us and other banking related issues. I felt like she would not have given us the time or attention to do so. I felt like our needs were not important. My mom and I decided that we will just go to a different branch and hope for a better experience with someone who doesn’t take phone calls mid appointment and doesn’t dismiss our banking needs."