Wellby Financial

Considering the danger of internet sites being hacked, I do not put personal information on the internet. Unfortunately, Welby has chosen to ignore the concerns of their customers and go completely paperless. This means I have no record of any of their accounting: no statements other than what they put out on the internet. I will be closing out my accounts over time and transferring them to a reputable, customer-sensitive financial institution.

Please be mindful when doing business with Wellby. I had a strong credit score and reached out to refinance my car loan. Initially, I was quoted a 5% rate, but later I was told my credit would need to be re-run because the Vehicle Title Report had not yet shown up.

After they ran my credit a second time, the rate unexpectedly increased to 15%, and I was later told that no application had ever been submitted. This experience was extremely frustrating and disappointing. I'm sharing this so others are aware of my experience.

If there were a category for "Everything" I would choose that. When Wellby was still JSC (Johnson Space Center FCU), they were our primary financial institute. My husband has had an account with JSC since he was a little boy. After they implimented the "Powered By Wellby" system in Oct of 2021 they have gone off the rails. There is no transparancy involved in their system, you get vague answers that are 99% incorrect or simply deflection tactics and the only reason I bank with them is we had a pre-existing line of credit loan otherwise, I've moved all of my primary banking business elsewhere.

Their employees are nothing more than that, employees. They do not know anything about the banking business nor do they care. You can never speak directly to anyone in any of the departments, you must leave a message and they have 48 hours to call you back. I called to speak to someone in the Accounting office and the first line of their defense is a team of illiterate, uneducated plebes off the unemployment line, trained by a "module", I'm sure. There's no professionalism, diplomacy, decorum nor proper English applied.

Our $61.00 payment was due on the 19th (yesderday) so I transferred 136.00 from my husband's account and $75.00 from my account (we agreed to pay as much on the balance as we could each month.) I had not scheduled payment, made a phone call and without any word from us Wellby took it upon themselves to transfer $2,182.33 from my now primary Credit Union without concent. The balance of the line of credit was only $1,532.40 so, with the $2,182.33 they paid off the balance and put the rest in my husband's savings account... GO FIGURE. I'm now waiting for a call back from someone to give me third party information about $2,182.33 of my money!

I HATE WELLBY... this is the last straw. I will close all my lines of credit with this JOKE of a company and bid them adieux!!!

This company is a joke! Dodged a bullet here. So much hassle, waste of time, and nothing but a runaround trying to open an account with these clowns. Can imagine the headaches of actually trying to do business with them and certainly don't trust them with my money. Like, what company turns down business and doesn't care how their reputation reflects in the community. They should be called Well-Bye because I'm staying with my current credit union.

There is no accountability for mistakes made to the customer's disadvantage. Moreover, it is like trying to beat a dead horse to get help. My son and daughter will no longer be banking with Wellby. Thank you for what?

UPDATED: The rebrand from JSC-FCU to "Wellby," which sounds more like a puppy name than a credit union, now appears to be very polarizing. There is a significant number of negative reviews focused on non-existent "customer service" at the corporate level and higher "fees," which have become an issue since the rebranding. Any new or potential members should consider these mixed reviews and perhaps research the "specific branch," as I mentioned, that they would be utilizing to make an informed decision.

Finally, Wellby's original aim was to be more inclusive and serve a broader membership base; this appears to be a failure. This credit union has gone from very good customer service orientation as JSC-FCU to very poor at the corporate level since becoming Wellby Financial. My local Seabrook Branch had an excellent team at every level, but since losing our manager, the quality has decreased, especially with a $12.00 fee for a cashier's check.

With the new manager, the morale seems to be much lower according to several customers I have spoken with. Regarding my recent issue at the corporate level, I needed to contact the branch and, not having their extension phone number, I called the main number and was told in no uncertain terms that they would not transfer me to my branch unless I gave my full name and account number, which I didn't have available. I could hardly believe it; it felt like an FBI interrogation. I should have expected this since it became "Wellby Financial." They don't understand that their survival depends on a great customer service approach, including customer satisfaction, which does not appear to be a "Wellby" objective. What is their objective? It's their state-of-the-art new 9.5-acre headquarters palace at Baybrook Center, located off I-45 on Gulfbrook Drive. The question is, is this really serving the best interests of its members rather than maximizing profits to share with Wellby's members? Certainly not, as it cuts into our members' dividends and pay raises for employees. Today I stopped an additional deposit at Wellby for a $125,000.00 maturing CD at Navy FCU and reinvested it at Navy FCU instead! And I will not renew any CDs on deposit at Wellby as they mature.

Charging $12 to pay a credit card with a bank draft? Seriously? I thought they wanted us to pay that way for convenience. I've had this account open for 30 years (Welby bought it out). I'll be paying off and closing this credit card for sure now! There are way better cards out there not doing this.

So, as of March 2025, Wellby Financial charges customers a $12 "convenience fee" to make their payment online through their portal. Really? Charging customers a fee to make their payment without the assistance of a live person? Very displeased and will be looking to refinance with another banking source.

STAY AWAY! This bank doesn't know where your money goes when there is a debit from your checking account. All they say when you ask, "Who received this $500 that was withdrawn from my checking account?" is, "We are only provided with the information you see in your app." Which means they DO NOT KNOW! What kind of bank is this that allows money to be taken out of your checking account and doesn't even know where it went? So, now all they want to do is freeze my account and issue another number. What a nightmare. We have multiple direct deposits and many automatic ACHs for utilities, etc.

Wellby-JSU-FCU is an exceptional Credit Union that operates with a lot of integrity. Their Seabrook Branch Management Tim and Heather and their entire staff truly seem to care about Customer Service and about helping me make the best choices for my business and myself. The entire branch has a can-do attitude, and I highly recommend this credit union, especially the Seabrook Branch.

Great credit union. Was told if I get my credit score up they would refinance my car. Yes!!! They did refinance my car from a 15.99% to 5.74%. Great savings.

Finally, JSC - now Wellby - has come into the current century and launched a new app and website. It's modern, super fast and the new brand is refreshing. Great team of people and customer service is sincere and helpful. There is a log happening for the better. Keep it up!

JSC really helped me get out of a bind with my last loan and now I stick to them with all of my auto loans. I got the car of my dreams because of them and I highly recommend

Earlier this year just before the pandemic I was involved in a vehicular accident that resulted in me losing my car in total loss. Following the trend of how 2020 has gone, my hours for work were cut do to the growing effects of the pandemic. Naturally like many others at the beginning of the pandemic, I did not know what was in store for the months to come. As a result, I was forced to spend my money wisely as I was unsure if I would even have a job in the coming months. Thankfully, JSC provided use with a furlough to help use through these trying times. Although I am truly thankful for what they were able to do for use I some how left in a bitter distant from how they handled the situation. THEY REPORTED MY MISSED PAYMENT ON MY CREDIT ACCOUNT DURING THE PEAK OF THE PANDEMIC AFTER I CALLED MULTIPLE TIMES TO DISCUSS MY SITUATION. Granted I am a 25 year old student who puts him self through nursing school and is only able to work a few days a week do to the course load. With that being said, you can only imagine what happens too my bank account when your already working short hours and then those hours get cut during a pandemic.!!! As I talked to the representatives it felt as if they were proud to enforce these penalties as they sit at their full time essential jobs that did not experience any kinds of hard ship during this pandemic. Whats crazy is, that they preach that credit unions are supposed to be more understanding then larger corporations but from my experience they are just the same. You will honestly be bette off financing through a bigger bank because they are are a lot easier to access through apps, access, and they will probably treat you a little better.

The only reason I gave them 4 instead of a 5 is you can't call the individual branches and speak to a human being to ask a simple question. I always get routed through the main switch board and have to go through a series of prompts and never get where I want to be. It can be very frustrating. They need to fix this.