"TBCU"

Very friendly staff. Always a pleasant experience when conducting any transaction.

"Smooth account opening"

I needed to open an account to be able to setup recurring online payments, so I set one up online. Later on that day, I got a call from a nice young lady by the name of Liberty. She was very nice and helpful in helping me finish setting up the remaining things that I needed to get my account started. All in all, everything went very smooth. I'm glad I had the opportunity to open account with TBCU. Thanks!

"Had to call in to drop a protection…"

Had to call in to drop a protection plan from my auto loan and Dayaa made is easy to do and even followed up afterwards.

"Excellent customer service!"

Excellent, quick service!!

"I recently changed my cell phone number…"

I recently changed my cell phone number and I was having trouble updating my profile on the app.
I called TBCU and Jackie gave me instructions on how to get the issue fixed.
Actually she stayed on the phone with me while I navigated through My profile she was very instrumental and taking care of my problem. I really appreciate Texas Bay for their employees and caring about their members. Thank you so much Jackie. Keep up the good work and more companies need employees like you have a blessed day.

"Edwin was very patient and…"

Edwin was very patient and understanding with the situation we was going through unlike the lady that we talk to before him. Thank you for helping us.

"Alexis was very helpful today when I…"

Alexis was very helpful today when I called in about my account balances in my personal and joint accounts she needs a raise. Thank You Alexis you are the face of Texas Bay.

"I needed some assistance with a few…"

I needed some assistance with a few things and Alexis went above and beyond. Complete satisfaction. Had patience with all my needs and was so polite and great follow up. Thank you Alexis. Texas Bay is lucky to have you!!!!!

"Alexis"

Alexis, Was ABSOLUTELY AMAZING!! She was very informative and knowledgeable with every question I had. She also took care of me quickly and spoke very soft professional.

"Customer Service and Mismanagement"

I am writing to formally file a serious complaint regarding the gross negligence, lack of accountability, and complete failure of service at Texas Bay under the management of Miss Sylvia. The repeated mistakes, refusal to address urgent matters, and utter disregard for customer concerns have not only caused financial hardship but also eroded my trust in your institution.

When I first opened my account, I was issued an incorrect account number. As a result, I incurred multiple NSF fees through no fault of my own. I followed the bank’s instructions and submitted the necessary documentation directly to Miss Sylvia for adjustments. Despite multiple follow-ups via email, she has ignored my requests, failed to make the adjustments, and has not responded to this day.
This is a clear case of negligence, and a direct violation of the customer service standards expected from a financial institution. If these fees are not reversed immediately, I will escalate this matter to the relevant banking regulatory agencies.

Recently, I visited the branch due to a malfunctioning chip on my debit card. I was assured that I would be issued a replacement card with the same 16-digit number but a new expiration date and security code. However, when I attempted to use my new card, my transactions were repeatedly declined.
Upon contacting customer service, I was informed that the card issued to me was not properly registered in the system, effectively leaving me without access to my funds. This is not only unacceptable but also poses a serious financial risk, especially if I had been relying on these funds for essential purchases.

The most alarming aspect of this situation is the complete lack of accountability from the branch manager, Miss Sylvia. She has ignored multiple formal requests, failed to take responsibility for errors made under her supervision, and consistently avoided addressing customer concerns in an attempt to dismiss or "sweep issues under the rug."

Her failure to perform her duties properly is not only unprofessional but outright unacceptable. A bank branch manager is expected to uphold integrity, provide solutions, and ensure customer satisfaction. Instead, Miss Sylvia has demonstrated incompetence, lack of responsiveness, and a blatant disregard for customer issues.

Miss Sylvia’s misconduct and failure to fulfill her managerial duties. A complaint with the Consumer Financial Protection Bureau (CFPB) and Texas Department of Banking will be filed.

I will share publicly share my experience of warning other customers of the risks associated with banking at your institution.

This situation is beyond frustrating, it is an outright failure of service and leadership. I expect immediate corrective action and a direct response from upper management.