Smart Financial Credit Union Farm to Market 2920, Spring

I'm still waiting on a return phone call since last week from the Branch Manager CARLA KOEHLER. Long post.... I was working with Ms. CEIU who seemed nice but was inexperienced & gave me inaccurate info about a lease & personal loan. I visited this branch to complete them & this is were my FRUSTRATIONS began: 1. I was quoted different taxes & interest  totals in person vs. over the phone. 2. My inquiries about the loans & the process were not answered accurately and in a timely manner which became misleading. 3. To rush things up I had to go outside in the cold rain to use the ATM to get CASH to pay the $15.xx fee to have the check overnighted FedEx to the dealer. (I was also charged a ATM fee) 4. Then had to deposit the CASH with the "E-Teller" machine inside which didn't give coins back.(annoying & very time consuming) 5. Had to give my current address multiple times to have my new debit card mailed. 6. I asked for a loan amortization schedule, she said she couldn't provide me a copy (against policy). 7. Asked to change my loan due date said it's a $25 fee (no thanks) 8. I was assured that the loan will close & check would Fedex that evening.  But the next day, I got a late phone call that my digital signature was not allowed on the docs that I emailed days before therefore, I  had to return back to the branch to sign my "wet signature". (This should've been checked when I came to the branch the first time.) So I had to go to another branch that was closest to me at the time bc I was way on the South side of town running other errands & I needed to have the loan closed asap. 9. Now the FedEx fee increased bc of the delay of another day for check to be received by due date. 10. Now since my trust has declined w/SMART & due to them instructing me to leave certain sections blank, I asked them to send me copies of all of the completed documents that were sent to the dealer & the DMV . I got the run around & have yet to receive ALL of the completed paperwork. Granted the loan rates were good but the process & customer service were not favorable. I understand reps can make mistakes & you learn from them but at least be apologetic &save face. After multiple trips, phone calls, and questions I have wasted gas, time and money.  I  explained my overall frustrations and negative experience to the Assistant Branch Manager KATRINA UNDERWOOD who was very inconsiderate & unaccommodating. I asked her to check a possible discrepancy of total interest charges quoted and she was totally dismissive. Basically telling me I already signed the loan contract so it is what it is and it's nothing for her to check. I told her I could easily refinance the loans with another credit union who will provide better service and she responded that I should do that. (That was not a very SMART response.) Very rude,  unprofessional and not customer friendly. A good interest rate is not worth it if the fees are excessive & the service is poor. This is not a SMART place I want holding my funds.

Smart financial Relationship Specialist are prompt and courteous. They always greet you as you come in with a warm and generous smiles and welcome. They make you feel welcome upon every visit. A Great Branch to bank!!!

I always come to the location on 2920 for all my banking needs because I love the staff. They are always helpful, friendly and nice to everyone. I give smart financial 5 stats for being such a great place to bank with amazing staff!!

Everytime I go to the location on 2920 I am greeted with smiling faces. And always ready to help and they know me by name!!! I'm not leaving Smart Financial anytime soon!!!

I would like to Thank Smart Financial for opening this Branch, the employees are always so pleasant and helpful, and Ceiu Calderon Thank you for all you do it's much appreciated. 😊 Pastor Carl R. Smith Sr.

The branch tellers/mngr here are rude & incompetent. Gives wrong info, no apology, no call back. No inside ATM. Branch setup is small & awkward.

The low interest rate is not worth the hassle. They failed to mention that they are limited on their daily payment to $500 until after they run credit but somehow gave my fiancé a loan for a payment of over $500. So I have to call every month to make the payment. To top it all off she has had to call in multiple times with me to authorize me to make payments and request information and every time we’ve been assured that it’s done only to call again the following month and find out that is not the case. Their hours are limited which makes it difficult for her to call in hence why I call.

Basic transparency is lacking. Bad attitudes when questioned. ATM never works. FEES GALORE!

I felt it was time to update this review, but I left my original 1-star Poor review below. Soon after... smart financial rep called me and we had a nice conversation. Since then I revisited the branch a few times and they improved a lot. This is not a normal bank since it is almost all done electronic. They added signs to direct people, but most important they were Nice and helpful and willing to point you in the right direction. This was a huge difference from the previous times I visited. Old review 1-star Poor designed and not customer friendly branch. I walked in 3 people standing at desks. Apparently they are not there to help people. 3 groups of customers just randomly standing around. No place for lines. Or any type of direction. So after 13 mins of waiting watching the Manager laugh and Joke about the weather with another employee while waiting for her papers to print out. I started staring at her and making comments about how slow this bank was. I was finally directed to a ATM to deposit my check that was stuck in a corner. If these ATM is how this bank is now handling customers. Design the bank around them. With clear direction and replace your manger with one that is customer friendly. Smart Finanical needs to invest in thier shared branches and/or deposit online.

I love FM 2920 branch . Everyone there make me feel like family .