Velocity Credit Union (Round Rock branch) Round Rock Ave, Round Rock

My mother has been a member for 20 plus years, and for the second time in the course of two months her account has been compromised. While, I understand it’s a sign of the times what I find hard to believe is the level of service, and solutions she is being offered. She has moved 3 1/2 hours away. She has no access to her funds now. Their solution is for her to drive 3 1/2 hours to get a new card, and or open a new bank account. Here’s a thought how about you all overnight her a new card! They provided her the option of opening a new account, but again she is 3 1/2 hours away! The alternative go online, and set up a new account, and contact their service center to have them move her money over, and finish the process. At 5:30 she was told she was going to receive an email with a form that was necessary to continue. As of now no form, and the service center is closed. You all are closed on Friday, so now she has no access to her funds or the funds scheduled to be deposited into her account on Thursday! Do you all see what an awful predicament you have left her in?????? I am going to make sure she gets a new account somewhere else as quickly as possible!!!!!!

If I could give this bank a negative star review I would. I have been a member for three years. Throughout my time here the service has gotten worse! Just moved and started a new job. My "bank" constantly giving me issues with giving me access or a little grace till next paycheck. Doesn't honor your time as a customer. Doesn't take into account a pay increase. Always is giving me reasons why they can't help you. I got the message, not a valuable enough customer.

I have been using the Velocity Credit Union on 620 in Round Rock for 20 years. I would bank with no other institution The staff have always been courteous and extremely helpful. I have refinanced my house through them fairly recently and it was a user friendly experience.. Thank you Velocity!

I have been with Velocity for 15 years and sad to say we will be looking for a new bank. In the last year or two, velocity credit Union has lost all respect, they are doing a poor performance and almost cost me my new house. They are not paying attention to what they are doing when I called to confront them the man he told me it was my fault. - my fault that he labeled my earnest money cashiers check as “withdraw” in the description. The point of a cashiers check is so I can go straight back in to my account and look it up. Instead I had to go through 4 people to get the help to change the description to “Lone State Title Abstract Co.” anybody that has bought a house will tell you they make you provide bank statements and proof of all big deposits. So when my stimulus was deposited by check for $7000 they labeled it as a deposit with no description. Again I had to call them and have them fix the description to IRS deposit. I use to really love this bank but I’m thinking it needs a whole new crew in there.

Took my mom to cash in her change and it was a minimum of a 30 minute process. We had an appointment. We called the number they told us to call and it took at least 45 minutes at this point. I’m typing this as we wait so this is the reason for time changes. We were the only person there. Not being able to go into your own bank is a disgrace to the banking system at velocity.

Velocity is great unless you need to call them for any issues. I called just to get a link to reset my password because my login was disabled. Talked to one person then was transferred. 2nd person transferred me to someone else, I waited on hold and was hung up on. Called back 1st person transferred me to someone else. This whole process took 30 minutes and talking to 4 people just for a password reset, I never been to the physical bank location but I can imagine how slow it is.

I've been with them since I was 14. I'm almost 30 now. The wait times have never been great but now in the past year....ridiculous. took 1 hour and 20 minutes to do a wire transfer because...they forgot I was in line waiting....cmon. I now bank with a different credit union that can be called 24/7.

I admit I have been majorly on edge with this virus for many of my own reasons. Today, Mari (Marcella?) helped me a lot with quite a number of banking issues I was having. She even went above and beyond by giving me advice on a non related to her issue I am having with COSTCO. I really appreciate her. She was amazing. I take off a star though only bc velocity has changed. It’s a great place but they started recently not allowing my card to go through at the grocery store, etc with no notice. Trust me I did not handle it well. I am only human but this is a good branch and we are all doing the best we can. Bless anyone reading this and I hope she gets all the praise she deserves and that she’s treated well at HEB too per our conversation today. Thank you!

I stand by this credit union as much as I can but its getting harder these days. The new online banking seems worse than ever. I was expecting more from the "changes". However, I have always felt that they do great at resolving minor issues.

I wish I could rate them with no stars. Before I made the decision to apply for a personal loan at Velocity Credit Union I researched other credit unions and I settled on going with Velocity. Before applying for a personal loan with Velocity I spoke to a loan processor in their loan dept. and she said in order to get the better rate of 6.49% you would need a credit score of 740. Well, I have a credit score of 760 so clearly I qualify for the better rate I,  requested $40,000 they gave me a counter-offer of $10,000 and the lame excuse on why  I don't qualify for $40,000 because, I did not have a track record of prior personal loans. I have several unsecured credit cards with very high limits and they have all been paid back with no late payments, student loans-paid off, I'm a homeowner and I have paid off autos loans.  My answer to them I don't go around getting loans just to be getting a loan clearly my credit is excellent and I have the income to pay it back. So to me they are practicing deceptive trade practice because clearly I qualify for the loan amount. No where on their website does it stipulate that you must have  prior   personal loans. Then they came back with another counter offer of $15,000. My question to the loan processor was If I didn't have any experience why offer me any amount,  I have a business account  with Velocity but I will be closing it as well.  I requested Joelee Washburn the Loan Manager to call me back yesterday, I still haven't received a call back from him,  but  he had a loan processor to call me to tell me his counter-offer.