Texas Trust Credit Union Vought Heritage Credit Union fraudulently and unethically opted me in to an unwanted service without my authorization. Grand Prairie, Texas

Thank you for the response.  For the record, I actually like the text alerts, they can be very helpful, but annoying since it is sent from a different # each time.  As you stated earlier, yes, I have been contacted, and yes, all overdraft charges were reversed, including the ones incurred after TTCU got royally chewed out by my husband over the course of several phone calls.  I also received a phone call from the branch manager (I think it was?  Not sure.), in which she graciously and profusely apologized and answered our questions.

What I am upset about still, and not pleased with in your response, is the opting-in business.  We were NOT offered a choice to opt in to the OPP when we attempted to open the children's savings account.  If offered, we still would have said "NO!".  The fact that it was "authorized" without our permission in the first place is reason enough for me to be upset, this is still an unethical practice.  Nowhere on the Federal Reserve website did I happen to notice that "This service is described and a verbal opting in for the service is allowed." Do I need to start tape-recording all verbal conversations with my bank's employees?

This incident is merely the latest of a growing lack of decent customer service with TTCU.  In the last couple of years we've been dealing with more rude employees, and "policies" that differ from day to day, hour to hour, and branch to branch (like putting a hold on a paycheck, printed on a business size check, from a business, and had been deposited on the first of the month, every month, for the same amount, for the previous two years)

For other consumers: Be very, very careful when dealing with banks of any kind, whether they be credit unions or big banks.  No longer is it about the customer (when TTCU was still "Vought Heritage Community Credit Union, bank employees would bend over backwards to assist us in any way possible).  It's about their bottom line, and how much they can make even if it means screwing over very long-term customers.  Only by being vigilant can we consumers protect what few rights we have left.

At Texas Trust Credit Union, we take it very seriously when a member has a bad experience.  We strive to exceed our members expectations at every opportunity. 

It is in our best practice to include offer specific details on any promotional coupons that we hand out.  But, information regarding federally required identification for new accounts isnt placed on the coupon.  In most instances this isnt a hindrance to our new members.  However, this particular grand opening event had well over 1,000 people in attendance.  Even though we more than doubled our staff, this still made for longer than usual lines at new account opening.  We did apologize to the member for the inconvenience this made, and that after her wait we had to inform her that she didnt have the appropriate documentation to open the account for her child.

During any new account opening process with a current checking account member, it is federally required to offer a Debit Card Overdraft Protection Plan.  It can also be reoffered throughout the account life.  This service can help our members avoid embarrassing situations such as having a debit card declined at restaurants or stores if an unexpected circumstance causes their account balance to drop below their expectations.  This service is described and a verbal opting in for the service is allowed.  Texas Trust then mails a confirmation postcard to the member.  This allows our members a chance to confirm that they did indeed want to opt into the Overdraft Protection Plan.  If the member receives the postcard and perhaps misunderstood what they were opting into previously, they can then contact the Call Center, located in Grand Prairie, TX, to have the service deactivated.  Any fees obtained within a reasonable timeframe may then be refunded, as was done for this member.

Our eAlerts, text message alert system, creates alerts for a members accounts based on transactions (such as a direct deposit, low balance, or a large transaction) that the member chooses to set up.  This service isnt tied to Overdraft Protection.  It is free of charge.

Texas Trust strives to give our members excellent service at every opportunity.  If a member does have a negative experience with Texas Trust, we strive to make it right as quickly as we can.  For this, Texas Trust has been named Best Bank or Best Financial Institution in 4 of the 5 communities we call home, as voted by readers of the local newspapers, for at least the last 3 years running.  We have provided positive member experiences for over 76 years, which is why roughly 25% of our new members come from referrals.  

In addition to providing financial services, Texas Trust is committed to providing free financial education. In 2011, we launched MoneyFitTips.com to further this goal.  At MoneyFitTips.com, financial tips are provided through blogs and videos, and additional online resources.  Building Traditions of Financially Fit Families serves as one example of Texas Trusts commitment to enhancing financial trust to better our communities.  Visit TexasTrustCU.org/aboutus to learn more.