Houston Federal Credit Union - Sugar Land, Texas

M M.

People do not bank here. We opened an account with them many years ago. The only reason we had to open an account with them was because we were financing our car with them. We were told to put five dollars in this account, and that's all we have to have. We finished paying off our car a couple of years ago. I received a statement showing that we still had five dollars in that account for many years. And then on March 26th, 2025. I received a bill saying I have to pay $5. First, I was like, who's trying to use our account.We don't bank here. Then, after calling them, I was told in Oct. Of 2024, They had a change of regulations. And if that account is not active anymore, I have to pay a fee of $7. First of all, if I knew this back in October of 2024. I would have closed my account right there and then. Because it makes no sense paying $7 fee to keep $5 in that account. First of all, this account was not open as my regular checking account. This was a car loan account. So I don't see what kind of activity I should be doing in that account to avoid a fee. I've asked to speak to the manager manager, did not help?I asked to speak with someone who's above manager. They told me her name is Jessica , and they told me she will call me sometime on March 26, 2025. Today is April 11, 2025. No call. And let me tell you.I called a couple of days ago.Ask for her, and they told me the same thing. And nothing. So, while I'm waiting for her to give me a call back.My fees are growing. And I can't close my account until it's paid. Well, I don't mind paying five dollars or twelve dollars to cancel this account. Because trust me after this, I'm definitely not doing business with them. But what i'm fighting for is that this was not the contract i assigned many years ago. So why should I be paying for this? Not to mention, I didn't know anything about this until March 26th,2025. And I believe i've should have received maybe at least three regular letters and then a final before they charge me. Where are they? No, only one letter and it already had fees on it. I asked them why I didn't I receive this information. They told me it's because i'm not an active member. Okay, you just said I'm not an active member. LoL Then how was I supposed to know that you changed your policy in October of 2024, and i had a $ 7 fee on my account posted. I don't bank with yall. How was I supposed to know that. They told me it was my responsibility to know that. Excuse me, how? Do I keep up with everyone's policy changing with every freaking place in Houston. All I know is that none of this was on my original contract. So I've should not have to be worrying about this. Or I should not be dealing with this at all. Obviously, Jessica is not doing her job. As a head of that bank, she should have called me at least March 27th or sometime in March. We are have way through April yall. And still no call. I had to call again and make an argument for her to finally get on the phone. What kind of supervisor is that? or whatever her role is. I don't even think it was Jessica that I spoke with. I think they were playing me. So do not bank at HFCU WITH JESSICA AT 16320 KENSINGTON SUGAR LAND LOCATION. I wish I could post no stars at all. There is no loyalty to long-time members. SAD. Take my words they will be closing doors soon because people will not deal with this. With that kind of respect, customers will not stay. I and I'm sure many others prefer to put money on stocks. Part2: Thank you Owner for your response. It's been at least 3_4years since my car loan PAID OFF, and there were no fees until March 26th, 2025 is when i got my letter. I was told that Oct.2024 is when these regulations took place in my account. Why it took this long to send me this information. If i knew this back in 2014 i would have closed this account right after i finished paying off my car. If Jessica called March 26, 2025, i would have closed my account March 26, 2025. And only pay $5. Her neglect put me @ $12 now. U say maintenance fee. No, this is membership fee. See pic below

Alissa L.

This is a great bank for the 1900s. No ATM machines inside. The staff is older and most the customers are too. People are nice, but I need a whole day off when I have to go inside for anything and everything. Slow service. They rely heavily on the facility rather than having any customer service over the phone. The app needs plenty of updates. Their are no refreshments inside, which is fine; at least they have a water fountain. The exterior of the building is the only modern thing about this place.

Cat A.

Zulika Diaz is truly 1 of 1. My family, starting with my mom, has been banking with HFCU for decades. The past 8 years Zulika has been apart of my financial guidance. Thanks to her help years ago and checking in over the years, understanding tools available, and current state of the market, my now husband and kids can live happily and with a strong financial plan and great future ahead. Zulika we very much appreciate your genuine help throughout the years and look forward to our next check in. Continue being the great professional and kind positive person you are, thank you!

Kia N.

This place and specifically Johan Cervantes are amazing when it comes to auto loans or refi’s! Rates are better than other credit unions. More importantly the service is incredible. Johan takes care of all my lending needs and he’s always available asap via text email or call. I’ve financed both luxury and exotic/super cars with him and the guy is truly on top of his work. I’ve used larger credit unions like PenFed and Ally, they all give you the run around before any work is actually completed. The lenders and underwriters here know what they’re doing and get it done fast!

Shantella W.

I've been a member for 31 years and plan to end my relationship with them. Representatives in the dispute department don't respond to emails, nor do they acknowledge receiving important communication, and quickly pass the buck instead of helping me solve my problems up front. If you don't ask for an update, they absolutely will not provide one. I've asked for an update yesterday about my dispute, and yet again, Carlos has not responded. I guess he's got an attitude about having to do his job. I've had to take time out of my work day more than once in the past week unnecessarily. The level and service quality is WAY DOWN.

Ralph L.

I’m tired of being treated so poorly! I have business and personal accounts and after YEARS as a customer, they still won’t let me access or move my own money. Last straw was today with thousands in my accounts, I couldn’t Zelle $637 to an existing Zelle contact.

Goodbye and good riddance

Jared Z.

Update: After I closed my HELOC with this credit union, I've been flooded with dozens of multiple mortgage loan insurers sending me mail. The mail arrives in yellow, pink, green cards, as well as regular and "official looking mail" making it seem like it's urgent that I sign up for this insurance immediately. The letters and cards reference Houston Federal Credit Union along with my name, address, and loan information. Super disappointing.

Really had some hope for this Credit Union. They don't allow online principal payments to be made to a loan or line product. This means members have to call to make a principal only payments or drive to a branch just to make a principal only payment. I called at 2:53 p.m. and it is now 4:46 p.m....I still have not been able to reach a representative. I even did a "call back" option; but when they call back, it only rang one time and the call was disconnected. Members should be able to do a simple principal only payment online to their loan without having to wait hours to speak to a representative. I can't help but feel I made a big mistake opening an account and a HELOC with Houston Federal C.U.
As I'm writing this review it's now 4:53p.m. and I'm still on hold. It's now been over 2 hours just to speak to any representative that can do a phone transaction. This is deeply concerning for a financial institution, let alone our local Credit Union.
I shared this information with Houston Federal C.U. and they referred me to the phone line, which again I've been waiting over 2 hours just speak to a live person. They close in 3 minutes This is going to be an ongoing nightmare.

2/7/25 Yikes. What an Incredibly dismissive and defensive response. Addressing member concerns by referring them to the same backed up phone line. Obviously giving feedback to this organization is pointless.
Houston Federal CU response is below, which unfortunately speaks for itself on how poorly this organization publicly and openly treats its own members.

Thuyuyen A. H.

I had the pleasure of working with Ava at the Houston Federal Credit Union, and I cannot speak highly enough of the service I received. From the moment I walked in, Ava was incredibly welcoming, making me feel at ease right away. She was not only friendly but also extremely knowledgeable and efficient in addressing my needs. Ava took the time to explain everything thoroughly, answering all of my questions with patience and clarity.

Her professionalism and dedication to providing top-tier service truly stood out. Ava’s warm demeanor, combined with her expertise, made the entire experience seamless and stress-free. It’s clear she genuinely cares about the clients she serves, which is a quality I value greatly.

Because of the outstanding service I received from Ava, I wouldn’t hesitate to recommend Houston Federal Credit Union to my family and friends. I will definitely be returning for future financial needs. If you're looking for excellent service with a personal touch, ask for Ava — you won’t be disappointed!