The time finally came in my young adult life that I needed to apply for some sort of loan. I tried reading up on loans and all the terminology before applying for one, but a lot of it was still a bit foreign to me. After taking a trip to the Bedford branch and talking with Alberto, I knew that both him and HFCU were there to help me. He walked me through all my options, gave me the first timer advice I needed, and never pressured me to sign any dotted lines. The service/help I received from Alberto was phenomenal! Thanks Alberto! I really appreciate all the help!

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Bedford, MA

I just wanted to bring to attention the incredible customer service provided by Alberto at the Bedford location. I had trouble with my password and had to call back multiple times, Alberto was extremely patient and helpful I never write reviews but I wanted to put in a good word for him because his service was so excellent

Will

Billerica MA

I've reached out to two representatives to help me join this credit union. One did call back and left a voice mail but never called me back after I returned her call and the member service branch never returned my call. I'm not even interested in the credit union anymore.

Brittany

Usa

Alberto is the best, most professional, responsive, fast and efficient service representative I've ever had. He represents HFCU with A+++ service!

Rob

Lexington, MA

Just spoke with Customer Service rep for a second time in two days. First time, could not look up my account using my SSN - had to have my member number. This morning I tried to enroll on line - errored out. Called CS again, verification questions including mandatory stating what my payment is to the penny, this after account # name zip code last four of ssn. Asked about online access - reason for error - no email address on file. Blanked out email and error again as email is mandatory. How does one add an email? By FAX ONLY. Abysmal customer service and snide remarks too. Can't wait to pay off my loan.

Jim

Dracut MA

I called other lending institutions listed by MASS SAVE and by far Hanscom was outstanding. One bank stated that the loan/check would take from 30-60 days to process. I called Hanscom and luckily was connected to Anna from the Lexington/Burlington office. She walked me through the on-line process and that same day I was approved for the loan. Anna was over the top helpful. What an outstanding experience. I was also able to pick up the check close by to my office in Downtown Boston at the McCormack building and they were wonderful. Don't waste time with other lending institutions listed by MASS SAVE and contact Hanscom FCU.

Sandra

Malden, MA

The service and product I received from HFCU was excellent! Members went out of there way to assist me with obtaining a credit line that works best for me. I highly recommend their services for any financial need they are able to accommodate.

Dot

Boston MA

Colin at the VA branch in WestRoxbury was excellent to work with. I had a stressful situation, and she answered questions, and got the ball rolling for me with such a great attitude. Totally professional and was even my advocate when questions had to go to the main office. Colin, keep doing what you are doing, as you made my life smooth sailing today. Thank you HFCU for hiring the right people to work with your customers!!

dzTrust

Westwood, MA

Resetting the password after locking the account is hassle and really not a god support from the call center representatives. There is no automatic process to unlock like other CU banks has like a text message / email process. Fed up and thinking of closing out the account.

Ram

11577

Last month I had two charges on my HFCU credit card. The first was $7.99, the second was $1.00. I paid the $7.99 charge but missed the $1.00 charge--thus I was hit with a $15.00 late fee on an account with a $1.00 balance. The late was assessed because I didn't make a minimum payment..... I think the $15 late fee is unfair and I e-mail HFCU and request the late fee be waived. I was e-mailed back and was told it was fixed....it wasn't. So I sent a second e-mail saying the account was not "fixed" and please give me the proper credit. I received a second e-mail that said you "WERE" given the proper credit. Not happy, I visited member services at the Hanscom office and dealt with Melissa. She made a call to someone in another part of HFCU and proceeded to tell me all accounting was correct. She pulled some HFCU records and after 10 minutes of going back and forth -- she disappeared for about 15 minutes--to talk to someone in the HFCU back office. She reappeared instead of telling me what happened, she went straight to defense....and I said I don't want to fight over a $15 charge--what's the end state. She finally admitted that there was an accounting error and I was going to receive a credit. OK.............. So I leave, go back on line to find out that I was NOT given a credit (she lied). What she and the back office did is transfer money from my checking account to Credit card--thus creating a credit on my credit card. This is a banking institution. They know (or should know) the difference between a money transfer (which is what HFCU did) and a credit (which I did NOT receive). Never once was I told that they transferred money from my checking account. I was told that I received a credit. So, I made a second trip to HFCU and talked to the assistant Branch Manager. She was nice enough, but made nothing but excuses for the deception that occurred. I looked at her and said, "You're in the banking industry, you know the difference between a transfer and a credit." She acknowledge that HFCU does know the difference....but nothing will be done. It took I believe eight accounting actions to reverse one $15.00 late fee. I have been with HFCU for over a decade and I've had some really good service....apparently those days of good (and truthful) service are gone. My HFCU accounts will be closed as soon as I can make the changes...suggest everyone else do the same.

Carmen

Hanscom AFB, MA