Gulf Credit Union W Parkway St, Groves

I have had no issues with getting loans & it has always been an easy process. I decided to apply online & Marion H picked up my loan , needless to say I was very disappointed in the lack of customer service she presented. I was automatically denied & she didn’t give an explanation, or even tried to offer any other service or loan. I reached out & spoke to Susan B , she looked into the situation & gave me an explanation on why it was denied in the first place. Eventually , she was able to get me approved & I even refinanced my auto with gecu. Mrs. Susan was very friendly & patient throughout the entire process , & made sure to get me approved & funded before her vacation. She talks to you with professionalism & answers any questions you may have.

I went in two different occasions to open an account. The second time I brought additional documents to verify that I live locally. I was in the drive-thru for about 30 minutes calling to explain why I was there in the first place. I ended up speaking with the same lady whom I spoke with the first time I was there. I was told that the proof I brought wouldn’t suffice. The service member said I had told her last time that I didn’t live in that address, so I needed to bring additional proof aside the proof I had already brought! I told her that was not true, I never did tell her that, and that in fact I do live locally and the proof I brought should suffice. I was in the drive-thru for about an hour by then. Finally I was told to pull around if I wanted to open an account. I asked about how long it takes since I was already sitting in my car for a long time. She answered with “I don't know”. I’ve never been so disrespected at a bank / service company. The lack of communication with the customer, the blaming, and the wait time should not be experienced or tolerated ANYWHERE.

Aside, for the costumer service today was rude, which is unusual. I've been a member for over 20 years and it seems this credit union has not updated with the electronic/app banking features as technology has improved. The way users sign in using the sight is unusual by using you banking number and the online banking is only for one account For example: if you have a joint account with your spouse, they must use your banking creditials instead of having there own due to using the user name as the account number. Also, my employer pays be biweekly(Friday) however GECU holds my check to verify it if it is over a specific amount, even though the payment is regular from the same employer. This hold typically isn't released until the following Monday. Also,a new positive change is during traveling using a debit card, they recently implemented a text to be sent to verify the payment attempt. The payment will initially decline but after the verification and 3 minutes, you are able to use the card again. This is a new feature, before you had to make a phone call.

GROVES,TX BRANCH LAURA’S SERVICE WAS BEYOND AWFUL - Laura is very rude and unprofessional. I called to ask about a charge I did not authorize, and told her not to deactivate my card due to the passing of a family member today in which I wouldn’t be able to make it down to the credit union. She then tells me she can not credit my 25$ charge back and to file a police report on top of going to Target where it occurred. I told her never mind, since it was only 20$. I had another separate issue about a hold on a return, in which she rudely said she was already doing fraud paperwork and stated she cancelled my card. She said “you called about fraud and now you’re talking about a return?” I told her for the 5th time not to deactivate my card over the issue and she said there was nothing she could do until I drove up to get a new card. She didn’t want to help me with my second issue either. She then got tired I guess and passed me on to her supervisor, in which she said the same statements. My family has used Gulf for years. My mother called and spoke to Ben about the issue, in which he removed the “block on my account” with no problem and offered to credit my money back if I had a receipt. He said Laura could’ve easily done that. She does not need to work in customer service..or with people’s finances. Thanks to her, I had to deal with her stupidity while in a funeral home today with my money frozen. Just called to ask a question on my charge and hold. BEN=5 stars+ LAURA & Supervisor (woman)= -0 stars

Got a decent rate when I refinanced the auto loan, but little did I know the headache I would be in for. It’s taken two years since paying off the loan to get them to release the liens that they had on my vehicle. Calls to the local branch or their head office in Groves are like pulling teeth, being passed from person to person and everyone saying, “Oh! You’ll need to talk to so and so for that,” as they continuously pass the buck from one coworker to another for 30+ phone calls - and that’s if you make it that far without being hung up on. I’ve received more efficient and courteous customer service from the Department of Motor Vehicles throughout this process - and that should tell you something. I will never do business with this institution again and will be closing my remaining accounts with them shortly. I encourage anyone reading this to consider doing the same.

3rd time I've been in to get a new debit card. 3rd time an excuse as to why they can't. I'm tired of being dismissed mid sentence and looked down on. Last time I checked, my money was green too. Definitely moving our account very soon.

I've always had a positive response with this credit union.

Friendly fast service , wasy to get to.