Getting Increasingly Frustrated With This Company.

When we began banking with Southwest Airlines Federal Credit Union, we loved them -the service was great -we were happy to be out of an actual bank and with a credit union.  

Then we went to Mexico... I called prior to our departure to tell them that we were going to Mexico, this way we would not have any issues using our debit cards.  The said it would not be a problem.  However, when we arrived in Mexico, our cards would not work.  When I called, they informed me that our cards would never work outside the country because of the increased fraud risk.  Understandable, but if we had known this prior to our departure, it would have been helpful.

Today, our debit cards expire and we have not received new ones.  Somewhat my fault for not calling earlier to address this situation, but I kept thinking they were on their way.  I called this morning to see what the ETA might be and was informed they were sent on August 15 and must be lost in the mail.  I immediately asked for those cards to be cancelled and reissued.  They said it would take up to 10 days to get the cards, not happy with that response, we called back asking if there was anything additional that could be done, we were informed there was not and that there was no supervisor who could help us.  We called a different branch and they said they would reissue the cards and they would send them overnight.  What they failed to tell us this time was that the cards we currently have would be de-activated immediately.  This was a huge inconvenience since we are going into the weekend with no cash and now unable to get cash since we do not live in a city where a branch exists.

Overall, I am highly disappointed in the fact that in two instances they have failed to give us all the information we needed.  It’s even more disappointing that they have the name Southwest Airlines in their title since some of the best customer service I have ever received has been with that airline!