TDECU Sugar Land Land

Examples of how reactive customers may have to sometimes be after a decade with an institution that constantly ignores customers and doesn't have a chain of command. This has brewed over the years due to not getting any service. See below: There's typically no accountability, valid contact information, and often a disconnect between the business and loan department and the member care team. I imagine that is how the title, Member Care Specialist was birthed. Some team members at TDECU respond and others care more about working from home walking pets, raising kids, and doing other things. What is the chain of command when constant failures have added up between the business department and loyal customers? The contact numbers, (979) 238-8***, and the mobile numbers aren't aiding in getting into contact. A past failed email hadn't helped with getting into contact with this department. The email was invalid. Also, the in-house branch representatives have run into trouble reaching business specialists as well. It seemed to start when the business department branched out from being housed in the physical centers. I initially attempted to join the business account side of things with TDECU in 2020. I couldn't get any customer service from the business department. I couldn't even name a representative, email address, contact number, ombudsman, supervisor, or any other details associated with the said department. They're rather negligent. However, in maybe January 2022, some random TDECU business staff reached out to me. I am unsure of what the random inquiry was about when the time had passed by two years. Now, I am attempting to make contact with the department for a different reason. They're still rather negligent. What are the business department's working hours, expected phone etiquette, supervisory chain, and protocol for working remotely with customers? Also, if the responding member doesn't know, who do you know that does know? What's their name and extension? Forward this to them instead of being careless in the responses. You're employed because people have financial needs. The job didn't knock on anyone's door. Most members swear that they cannot give out the business contacts' numbers, emails, and all of the typical information usually found on websites, business cards, brochures, and other advertisement. I learned from an untrained staff that she was coached about not making the mistake of doing that again. What is the reason the business associates are able to hide? They may need a better training module. They should be required to keep their phones on during the day for whatever their working hours are, esp assuming the working hours are 8am-5:00 PM. If I was the tellers and other bankers, I would want to work in business. They get to get paid to ignore folk.

I’ve been a TDECU customer for 21 years and have watched it steadily go down hill. They got too big too fast. Customer service is horrible, not only on the phone but in person as well. This brick and mortar branch is no different. Why ask me to make an appointment if you do not keep the appointment time?

Thank you to the entire TDECU team and branches across the city. Especially, Trent Wayne, Joe Ramirez, Christopher Soriano, and Trena Ammons. TDECU is the epitome of relationship banking and will always be my first stop for any of my banking needs. Every visit, every encounter put me in a better position than when I came. TDECU far outshines the others!!!

Good luck. Bad app, horrible online services. I had to get a code every time I wanted to look at my account (no matter where I logged on from, even home). Almost half the time, the code never came. About every 5th attempt to access my account, I would have to change the password. My wife would have to call from the branch anytime she wanted to do anything so that I could verify the transaction. How does that even make sense? Any issues that occurred would result in an hour on the phone, longer if you get "disconnected". I has taken me over 6 months of trying to get my accounts closed. 3+ hours on the phone today to finally make that happen. I heard great things. Maybe those were the good old days.

I have always wanted to join a credit union and I live in the Sugarland area so I decided on TDECU. I went on a Saturday and they open at 8:30am - I entered the lobby and NOT ONE WORKER addressed me for FIVE MINUTES! I watched the tellers talk in the back, the people who sit at the desks made coffe and then walked right past me to their desks. I finally sat in the little sitting are they have in the center of the bank and it took someone 2 minute to come over and ask me what I needed. I was there to open a business account...NOW ONCE I SAT DOWN WITH THE RIGHT PERSON, she was very nice and informative BUT it took them SEVEN minutes to even acknowledge my presence and that equates to poor customer service to me so I didn’t open my account with them.

Bad customer service. You cannot call the bank directly... You have to call a call center and then they will send an email to the bank asking them to call you and that can take a few days. We were given incorrect information that we could wire transfer money for our real estate transaction over the phone. We went to transfer the money with an agent and Just Kidding, we can't do that over the phone or online. We have to wait for a branch to contact us in the next few days and this may cause us to break our real estate close/contract. The bank is currently only by appointment only... They really need to let customers be able to call them directly and make appointments.

Had an absolutely fantastic experience here with Daniel Garza. He assisted me in opening my accounts on a Saturday and was so professional, knowledgeable and friendly. I can’t wait to tell my friends and family about my great experience

i have been with couple banks and cannot compare to customer service that Tyrea Birks have provided. She is amazing! always there when you call/need her.

Dear Sir, I spent 30 minutes on the phone in pure frustration with a representative who's name I did not get and lady named ****** in CC services trying to navigate the new CC online website. While I was logged off 6 times in 6 minutes. Both were untrained and unhelpful. THEN I called back and got Shanequa , WOW what a difference. She bent over backwards to help and was such a pleasure to work with. BTW she was logged off twice while we were on the phone also. I own my own business and would fight you to hire her away from you. Just thought you would like to know.

I love my bank. My money seems to grow better here, the employees are great aND alwats ready to help with any needs or questions. Great place to learn about how to invest money. They offer many classes to help with money management and other topics. This is a total money management company. There is nothing they don't do.