Texell Credit Union

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OPEN NOW - Closes at 4:00pm

Had a horrible experience with this branch. Had a check that needed to be deposited into my account asap. We moved last year and although the nearest branch is now 60+ miles from us we stayed with Texell because of their service. The office in Belton is top notch and we had been very happy with the CU in general. With that said we figured we would call the Georgetown branch, notify them of the fact we would be mailing the check (one day delivery) and to please be expecting the delivery. I talked to a gal who seemed extremely engaged and willing to help. She assured me she would watch for it and deposit it immediately upon receipt. We mailed it to her attention and figured we were good. The following day at approximately 4:30, after waiting for a call from the bank confirming receipt and notifying us of the deposit, I called them. Same lady answered and said it was not there. The USPS tracking system showed delivered but she did not have it. She then claims she had talked to the mgnt team in the HEB where the bank is leasing their space and it was not in the building. After a few " I'll call you back's" we were told we would have to wait until the next day and she would check with the daytime staff of the store.

Next day, we call her again. She states she had talked to a Mgr who had called someone to go check the stores mailbox and she would call us back. 2 hrs later I called again. Now I'm talking to Larry who apparently is the branch manager. He tells me they have talked to HEB store mgnt "but once they walk away from me it's hard to find them again to follow up". He tells me the situation is top priority and he doesn't understand the mix up. He claims getting the mail h as s never been a problem in the passed. Another 2 hrs or so I get a call back from Larry saying he had talked to everyone in the store who would know and the envelope is not there. He suggests I put a stop payment on the check and have another issued. Although I was in desperate need of the deposit being made now, what choice did I have. I, at that time, trusted that they had looked everywhere and that it had not been delivered. I called the company who issued the check, had a Stop payment ordered, and had another reissued. Again I would pay for an overnight delivery and now wait a week due to a holiday. :(

Two hours later I get a call, not from Larry, from the gal I had talked to before. "We have the check".

This was the most disappointing experience I have ever had with any type of customer service. Although Texell in general has been great, this experience is what I will remember most of my time with this bank.

The gal who we worked with gave the perception she was trying, although I truly believe if you give it your all you will accomplish your mission. Larry, on the other hand was short and gave me the impression he didn't even believe their was a check. Thanks Texell.