Velocity Credit Union (Slaughter Lane branch) S I-35 Frontage Rd, Austin

I had fraudulent charges on my debit card. I called VCU to report fraudulent charges on my account and was transferred to a third-party “card services”, which I did not understand at the time. After reporting the fraudulent charges I was then instructed to go into the actual branch to report the fraudulent charges again. Which was very odd, they issue me a new card then the following weekend, my debit card is inactive, the replacement one. Which doesn’t make any sense either. Now I am being told I cannot get another debit card issued unless I swear and file an AlfaDavid, three weeks later. I went the entire memorial weekend without money because I reported fraud on my account and the card that was reissued was cancelled for no apparent reason. Horrible customer service honestly.

I Was Having Trouble With My Zelle Trough The Online Velocity App, Called Customer Service As Well As Velocity Branch No Luck. Frances S. On The Other Hand Was Very Nice And Was Able To Get Me In And Out Of The Bank With My Problem Solved! Great Customer Service Ty Frances (:

Fran @ South Park Meadows was great taking the time to ensure my online banking was all set up, including a call back later to double check my log in was still working. Thank you!

I have been using their service for 7 years . I don’t know why they have low ratings. Overall, my personal experience was good.

Have been a member for 10+ years, and have tolerated their slow customer service and slower after the whole pandemic. I officially had it when I called to get my debit card replaced after it was overused and won’t really work too well. They’re charging $10 for a replacement!! What in the heck. I never needed a replacement debit in all the years, and for a long time customer that’s rarely needed anything I’m appalled they have the audacity to charge for one. Officially looking for a new bank.

We have been banking with velocity for many years. At first we had a great experience with them. After Covid, it's very hard to do business with them. Drive thru lines usually take around an hour. Sooo frustrating. We also Bank with other credit unions, but this one is by far the least efficient. I am sure they could come up with a more efficient system of doing business, if they cared more about their customers.

Spoke with a representative by the name of Tammy. She was not helpful whatsoever. When I asked her about my tax return she said “uh do you have the online banking app, you can look there.” No duh! I wanted to cover all my bases before contacting the IRS. She then went on to read a lengthy paragraph about the economic impact payment. I never mentioned the stimulus check. I clearly said tax return. Sounds like she not happy to help customers.

The Branch Manager Laura Alvarado went far beyond what would be considered great customer service. She helped me solve a difficult problem and checked in more than once to give me updates. I can't believe how nice she was in the entire process. Velocity is exactly what an Austin community bank should be.

I have had nothing but terrible service from Velocity Credit Union. Take your business to another credit union if you don't want to pay hidden fees. I am constantly surprised by the way they are able to charge me in new ways all the time. They are slow to process things when it works for them, and other times they are super quick. I prefer credit unions to banks, but this one is the worst.

I had spoken to them over the phone earlier in the day. They said the document I needed was ready to be picked up at this location. When I arrived, I signed in and had to wait about 45 minutes to be assisted. When I was finally assisted, they had to gather the necessary information from their main branch to be able to produce the document I needed. That took another 10-15 minutes. If you're ever in a rush, please do not count on this branch for speedy customer service.