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June 2025 by L M
Vilma was very helpful and thorough. Velocity Credit Union offers free notary to its members for some documents. No appointments necessary. Awesome!!!
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June 2025 by Devynn Montoya
Voicemail phone tree broken. Cannot get through for any help or support.
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June 2025 by Cristina Cardenas
Round Rock Branch Experience:
My boyfriend and myself attempted to open a joint account at this location recently. I am an active member with my own account
On our initial visit we were initially assisted by a gentleman who requested both of our IDs, which included my boyfriend’s consulate card from Mexico and his passport.He was then asked to provide proof of address, which he did by presenting a document. However, the department subsequently declined his submission and requested further documentation, such as a pay stub, lease, or utility bill, which we did not have on us.
We came back and provided documentationof what was requested. After bringing in his pay stub and other documents,Ashley, the representative we were working with that day informed us that the department had declined the request because my boyfriend's Social Security number (SSN) and Individual Taxpayer Identification Number (ITIN) did not match. While I understand there might be systems in place for verifying such information, it’s important to note that the SSN and ITIN are two different numbers, each serving distinct purposes. This was not explained clearly, which added to our frustration.
Additionally, I would like to point out that my boyfriend owns his own home and it is fully paid off. This further supports his stability yet it seems this was not fully taken into account during the review process.
We felt that the decline was possibly based on a misunderstanding or an internal policy issue, and, unfortunately, it seemed like his nationality was an underlying factor in the decision. As a result, we left the branch without successfully opening the account.
We believe that clear communication around what is needed for identity verification and proper explanation of the process would have helped us avoid this situation. It would also be helpful if your staff was better equipped to handle situations involving ITINs versus SSNs without misunderstanding the difference.
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March 2024 by Betty Trevino
super bad customer service they don't solve anything my second time in this bank and same thing happened no solutions
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December 2023 by Matthew M.
Had help setting up auto pay for auto loan. Linked my account and everything. Still didn't go through. Now I have my first late payment ever. Please vcu just take my money. I beg you. Why are you so hard to pay?!
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November 2023 by Guillermo Flores
Great customer service - better than Austin
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October 2023 by Paul Brown
The people there are lazy. Call the branch while o was in there and no one would pick the phone up so I left
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July 2023 by James Ivery
Best bank ever.
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July 2023 by James Wood (Top Notch Irrigation)
Lisa was very helping and took care of my deposit and other transaction request.
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April 2023 by Sonja Shannon
Love, love Velocity. I've been with them since I moved to Austin in 1995. So happy with Velocity, I continued to use them as my primary bank when transferred out of state for 12 years. Before Velocity, I switched banks all the time because of poor service and non-friendly customer policies.
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April 2023 by sonson1951
Chris the teller is a very friendly guy.He takes the time to engage with me all the time. Out of the ordinary!
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March 2023 by Rick Atkins
Leslie and Lisa are the best. They always make my time in the credit union an easy and fun experience. Please reward them and don’t let them get away. Also go back the old from.
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December 2022 by Lan Salazar
Excellent experience, service was immaculate. I was there a few weeks ago and the teller Meredith was especially friendly and helpful. 10/10 would recommend.
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September 2022 by Pauline Raymond
I went through the drive-through for a simple withdrawal of $40 on September 21, 2022 at approximately 4:50pm, and the inadequate, rude and unprofessional teller named Chris took almost 20 minutes to complete the transaction.I was not too much upset about the amount of time & lack of communication from Chris. I did not understand Chris's nasty attitude towards me. I called the Round Rock branch after my rude experience and I have yet to hear from the branch manager explaining why Chris had an attitude towards me.Please inform Chris to always be professional and to leave his nasty feelings at the door.
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January 2022 by Jessica McRae
My mother has been a member for 20 plus years, and for the second time in the course of two months her account has been compromised. While, I understand it’s a sign of the times what I find hard to believe is the level of service, and solutions she is being offered. She has moved 3 1/2 hours away. She has no access to her funds now. Their solution is for her to drive 3 1/2 hours to get a new card, and or open a new bank account. Here’s a thought how about you all overnight her a new card! They provided her the option of opening a new account, but again she is 3 1/2 hours away! The alternative go online, and set up a new account, and contact their service center to have them move her money over, and finish the process. At 5:30 she was told she was going to receive an email with a form that was necessary to continue. As of now no form, and the service center is closed. You all are closed on Friday, so now she has no access to her funds or the funds scheduled to be deposited into her account on Thursday! Do you all see what an awful predicament you have left her in?????? I am going to make sure she gets a new account somewhere else as quickly as possible!!!!!!
