Hanscom Federal Credit Union

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Address: 1610 Eglin St, Hanscom AFB, MA 01731, USA

Phone: (800) 656-4328

Website

State: Massachusetts

Zip Code: 01731

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Reviews

I was a member with them for 5 years. During that time I was treated poorly by phone staff and in person. There attitude is that they're not there for you, but I as a customer am there for them. I don't see how that makes sense. I had 2 personal loans, 1 credit card, a checking account and a savings account (all in good standing). When my credit card and debit card expired I didn't think much of it. In the past year I've been more cognizant of my credit score and ways to positively influence it. I reached out today to get a new credit card issued so I can use it and boost my credit score. I was told over the phone that my credit card was shut off. I told the representative that, that information is a mistake. She told me the card was shut off in 8/2015. I immediately logged onto the website and mobile app to investigate this information. In July I was charged a late fee, but then a week later was reversed. Now this was 2 years ago and not something I remember because it's so insignificant. I explained to the rep. that I must have been charged a late fee by mistake because I made a payment (which the app and website shows) on time. I pointed this out to the representative who informed me, "that doesn't matter". When asked to explain why it doesn't matter she said her system shows I was late. Again when asked to clarify how the system says that but the app doesn't, she said that's just the way it works. At this point I'm beyond frustrated. The call center representative transfers me to a loan officer (after I stated I did not want to apply for a new credit card and wanted my old card reactivated.) who tells me that I was mailed something and called back in august saying I have 10 days to make my account current. I explain to the loan officer that I've never been late and that all my accounts have been in good standing and to reconsider this otherwise I'll have to take my business elsewhere. Without hesitation the loan officer told me I can find the proper paperwork online. Does that sound right to anyone else? I ask for the representative's name (which should say something about their level of professionalism since they cannot properly greet customer or treat them with respect). She refused to give me her name until I gave her mine. This is 5 minutes into the phone call with this woman. Again, does that sound right to anyone else? I give her my first name and she wants the whole thing, now I sense she's being petty so I ask to be transferred to her supervisor. After a long wait a gentleman named Mr. Evans picks up. I explain to him what I experienced and at this point set on closing my accounts. I asked if he could mail me the proper paperwork for the process. He informed me that all I needed to do was fax him a regular white piece of paper asking to close my account and a signature. Again I'm baffled by this. I explain to him that it's a bad image for HFCU to not even investigate or help out their customers. This issue is not the first time I've had problems about their system messing up. It's the 3rd time and in every case the representative has admitted that HFCU's systems is deeply flawed and "a lot of customers" have issues with it. I'm not going to assume anything, but it should speak for itself. I would 100% recommend everyone from staying away from this poorly run institution. It's even sadder because I was stationed at Hanscom and interacted with some great staff there. When I was active duty they bent over backwards for my business. A lot has changed since 2012.

 8 years ago (31-03-2017)

I had a terrible experience closing out my car loan with HFCU and have several complaints.  I spoke with the manager about these complaints and was impatiently blown off.  

My primary complaint is that HFCU sent the title to my car to the wrong address.  I called HFCU days before they sent the title, notifying them they had the wrong address on file and sent a fax with the updated address.  HFCU claims to have lost the fax, and, despite my phone call, sent my car title to the wrong address.  Instead of helping to fix their mistake, HFCU is sending me a title release letter and hoping I can figure it out from there.  I received no help and no apology.  The manager did not accept any responsibility, tried to blame me, and refused to even explore ways he could fix the error.  Because of HFCUs mistakes and carelessness, I must expend the time, cost, and irritation of dealing with the MA DMV.

I have several other minor complaints:

First, HFCU requires any changes in account information (i.e. change of address or canceling a monthly withdrawal) to be made in person or by mail, fax, or online.  They do not acknowledge information communicated over the phone or through email.  I have moved almost every year since opening my account and was required to move out of state to meet my military obligations.  Relearning 1980s fax technology each move is a very irritating.  

Second, In order to make changes to may account, I sent HFCU a fax and they lost the fax.  Among other things, the fax included a change of address and direction to stop making an automatic withdrawal from my main bank.

Third, HFCU continued to make automated withdrawals after my loan was complete, despite a phone call and fax asking them to stop.  The automatic monthly withdrawal was finally canceled, and the excess money returned after sending a second fax.   Hopefully HFCU will follow through and send the check.

I would not recommend HFCU.  In my experience, HFCU is inflexible, disorganized, and irresponsible.  Depending on the difficulty/expense of obtaining a new title for my car, I am exploring the possibility of filing a complaint against HFCU with the Consumer Financial Protection Bureau.

 8 years ago (13-03-2017)

I've been banking here for almost 2 years now.  The service is good and they don't push unnecessary services like the other big banks.  Making deposits and withdrawals at the teller was quick and easy.  Their online account access even uses two factor authentication.

 9 years ago (13-09-2016)

I had a question and was unable to get past the automared phone system to speak with a person.

 8 years ago (26-10-2016)

Awesome Long Standing Service  (20+) yrs! I live on the west coast and it feels as if I have them near! Excellent website!  

 10 years ago (01-04-2015)

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