Heart O' Texas Federal Credit Union Imperial Dr, Waco

Have been with HOTFCU since '80's. They wouldn't finance my first pre-owned vehicle saying I'd never borrowed that much (under $10K). Should've been my sign. I went to another financial institution and only requirement was open an account. That other institution has financed 3 vehicles since then for me. Dec 2021 1 check was mailed to HOTCU as well as 1 to another financial institution. The other financial institution posted the amount FEB 03 2022. Jan 2022 HOTFCU charged my account an inactivity fee. I called 11 Feb and spoke to "V" (not giving names as only want to share my experience) letting her know due to inclement weather there, it may have delayed mail . She was very pleasant and told me they hadn't received my check. I called back in a few weeks and spoke with her again, same, no check. She said she had my information and would look out for my check. February was hit with another inactivity fee. I called, spoke to her again and said I'd mail another check and would like to see if the inactivity fees could be reversed. No followup. MAR 9 AND MAR 10 BOTH CHECKS WERE POSTED. I called several times after that, was asked for my account number and told "Imma place you on a brief hold"...NO ONE RETURNED NOR WAS THERE A PICK UP. Thought since I was asked for my account number, someone would follow up. Called Killeen office thinking I could get someone competent. The same receptionist (very pleasant) took my call and said they were having phone issues. Again placed "on brief hold" and no pick up. My final call was 15 Jun (9:41 am -9:59 am). Same scenario. Thursday 16 June drove 2+ hours (ONE WAY) to HOTFCU. Upon arrival, (only 1 customer, myself) was pleasantly greeted by the receptionist, I pleasantly reciprocated, identified myself and asked to speak to "V". She was in her office chatting with a co worker. We greeted and I "refreshed" her memory. She seemed as if this was her first time interacting with me. Anywho, told her I'd sent 2 checks to Waco on same date, other institution posted on 3 Feb, HOTFCU received another check to replace one they said they hadn't received and both were posted on Mar 9 and 10. Expressed my intent to seek inactivity fee reversal. She verified info, said she needed to seek approval and returned shortly/quicker than quick saying, "I have good news for you, we can get those fees reversed". After that, we verified totals and expressed to her that I'd like to close my account. Honestly, maybe all of the mature adults were off except the Drive Thru teller. The employees appeared as they were in Kiddie Day Care, in training for professional jobs which explains the beyond lack competence-followup. TOTALLY DISSATISFIED AND UNACCEPTABLE. JUNE 2022, I closed my account with HOTFU. So regret this as they were my first choice in selecting a financial institution and the prior employees were consistent and thorough.

This is the worst place ever!!! My husband has a car loan and got behind 60 days was in contact and was 5 days from bringing in the entire amount they towed it in the middle of the night ( after making arrangements ) They had the nerve to have it towed to Killeen and that is 45 min away from our house they charged over 900 in fee's then another 200 at the tow co. They are a bunch of incompetent thieves i will be contacting BBB and a lawyer please if you can go anywhere else GO AS FAST AS YOU CAN!!!! The collections lady is as ignorant as they come and a liar!!! I can not believe they treat customers this way but from reading the comments it is obvious

I won’t even waste my time explaining all the reasons I give one star… I would’ve chosen a half star if it were available.

I haven’t been able to log into my online account for several months, either on browser or the app. Every time I call Member Services, I get transferred to someone else who does not answer the phone. I’ve left voicemails and nobody ever gets back to me. I called again today and the young girl from Member Services was very rude. She kept sighing like she didn’t want to be there and didn’t want to help me. She ended up having to transfer me, and of course nobody answered. I left a detailed voicemail but I know that no one will be getting back to me. I also talked to Esther today about a different situation with my car loan and she was very condescending. As soon as I resolve my issue I am getting the hell out of this credit union.

Clerical errors were found with my loan and they fixed it! That's good customer service! 👍

You would think that being a member for 8 yrs with these ppl that applying for a auto loan would be a little more easier than going elsewhere NOT!!! Its sad you have to hassle them to get anything done. I really think they don't care about their members or try to help them in any way.

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