About

Stable, strong, progressive and connected to our community, since 1953

About Us

Since 1953, we remain a unique and trusted source of financial innovation and convenience.

Charitable Foundation

100% of your donation is put to work helping others.

Careers

Join a dynamic, growing credit union.

Partner Organizations

All members of our associational groups are welcome.

Employee Benefits

Schedule a free on-site lunch and learn seminars for your employees.

Connect

Learn, share and engage.

Rate & Review Us

We want your feedback.

Holiday Schedule

We will be closed on the following holidays

Reviews

REVIEW SNAPSHOT®

by PowerReviews
HFCUHanscom Federal Credit Union Reviews
 
4.6

(based on 121 reviews)

Ratings Distribution

  • 5 Stars

     

    (95)

  • 4 Stars

     

    (14)

  • 3 Stars

     

    (5)

  • 2 Stars

     

    (1)

  • 1 Stars

     

    (6)

Reviewed by 121 customers

Displaying reviews 1-10

Back to top

Previous | Next »

(0 of 1 customers found this review helpful)

 
1.0

Online access password reset

By 

from 11577

Verified Reviewer

Comments about HFCU Hanscom Federal Credit Union Reviews:

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.

  • Convenience:
  •  
  • Ease of opening/use:
  •  
  • Value:
  •  
  • Rate and Terms:
  •  

(1 of 1 customers found this review helpful)

 
1.0

Deceptive Practices

By 

from Hanscom AFB, MA

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

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.

 
5.0

Super Helpful

By 

from Main Office

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

Just wanted to pass along to management how great Sheila is. This morning she assisted us with her notary services and was very patient, helpful and informative. Please relay our sincere thanks and kudos to her and the rest of the HFC team. Regards, Jeff and Steph Bacon

(1 of 1 customers found this review helpful)

 
3.0

High yield savings

By 

from Marlborough, MA

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

I have had an high yield savings account with HFCU for a very long time. I make my monthly withdrawals (one per calendar month) from the account. Unfortunately this month, I withdrew very early on once (at a coop shared location)after which there was a situation where I needed more cash. When I called requesting them to make an exception to waive the fee for the second withdrawal, the representative over the phone without even reviewing my transaction history said that she cannot do it. She keeps the call on hold multiple times and every time she came back with more rudeness and lack of knowledge. She had to put me on hold to verify and reconfirm the dividend rate that was paid on these type of accounts. So much on product knowledge. I got a couple of messages from member service citing more than one reason(primarily they have to make profit to pay high yield savings) why they cannot waive the fee for my second withdrawal. They also continue to argue that they made an exception back in 2013 to offer me more than one more withdrawal which I cannot recall or even see in the account history.
There is a difference between members that abuse their privileges and members that have genuine needs which in my case I did not foresee.

"If we waived the fees of products as members request exceptions, we can not longer offer the products .HFCU would no longer have a profit at year end that we give back to members" Email from member service.

They would neither allow me to close the account without paying a fee as I am highly frustrated dealing with them. There is no more value or convenience in banking with them as there are no branch locations where I live. I talk about the advantages and benefits of credit union to everyone that does not have an account with a CU. As community-based, member-owned cooperatives, CUs member values are perceived different than commercial banks. If CU's cannot see the member needs and importance, sense of community who else can?

 
1.0

"There's a form for that..."

By 

from Undisclosed

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

Now that after 10 months of having an account with Hansom that I was able to FINALLY get online, but now in order to pay my load, I have to enroll in Bill Pay. So what does customer service do? Gives me a number to call (not transfer me). So I call. They say, OH we don't do that...you need to fill out a form for that. Another frigin form. This is process has been ridiculous. I'm taking my loan somewhere else!

 
5.0

Top Notch

By 

from Undisclosed

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

I have been a member since the late 70's! My family also became members! The staff is always friendly like family and I have never banked anyway else and never will! Thank you to all!

 
5.0

Thank you

By 

from MA

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

I have been with HFCU since about 1990 and will bank at no other institution. They have always been courteous and always have the answers to whatever questions you have. They are family. Thanks for the opportunity to comment and thanks for letting me know how much I saved this year.

(1 of 2 customers found this review helpful)

 
1.0

Surprisingly disappointing customer service

By 

from Ipswich

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

I've banked with HFCU probably for close to 20 years. I've loved them as an institution until recently and may withdraw my money due to terrible customer service, though given their attitude, I think they would not care. My daughter is a minor who set up a savings account with HFCU. She rarely opened her monthly statements because it was a savings account that she expected to grow over the long haul. I know rates are low, but I'm old school and have tried to teach her to save (clearly I haven't done that very well). My wife happened to open December 2015's statement and found that HFCU, as required by law I note, sent my daughter's money to the state abandoned property dept. That I can understand, however, because it's required by law. But, that's not all, as a parting gift, HFCU took $30 and an additional $5 fee of my daughter's $90 account. A tough, expensive, and punitive lesson to learn unfortunately that she should have opened her monthly statements on a monthly basis rather than every so often. When I asked why they wouldn't have also notified me (our accounts were linked online as I had helped her open the account with HFCU), HFCU was quick to point out that they sent two notices, but unfortunately for my daughter, the notices happened to not be the statements my daughter opened. But, customer service doesn't seem to care. They say they can't do anything because the account is now closed. I asked for them to change their policy to notify parents of potential abandonments when minors are involved. They appear to have ignored that request (who knows, we may be the only people this has happened to). Last, if they wouldn't change their notice policy when minors were involved, I asked for them to at least provide an indication on the outside of the envelope of potential abandonment. I haven't heard back yet, though I just sent it yesterday. Too bad and a little short-sighted. My daughter of course will never bank with them. I will encourage my son and my brother to remove their money and will dissuade anyone else I encounter. I do plan to contact my legislator to see about an amendment to the abandoned property law that may protect minors better.

(1 of 1 customers found this review helpful)

 
1.0

Terrible first experience

By 

from MA

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

I bought a new car and the dealership got me financing through Hanscom. In an effort to establish an online account I was directed to complete a form then fax or drop it off at a branch... The form requested a member number which I don't have so called to get it and I was on hold for over 30 minutes. When I asked to speak with a manager the manager never picked up (2 different times). Absolutely, blown away at the terrible service - I still don't have my member number and unable to establish and online account to pay my very first bill!!!!! Seriously considering refinancing and I have not even made my initial payment.... WOW :(

 
5.0

Christine - excellent customer service

By 

from Not Disclosed

Verified Buyer
Site Member

Comments about HFCU Hanscom Federal Credit Union Reviews:

I viewed my online Document Statement last night and noticed a late payment on my HELOC account. I knew I had been paying monthly via online transfers, so something must have happened? Perhaps I clicked the wrong button, etc?
So, I called Customer Service today - twice. The first CS that I talked to was not engaged and was not listening to my question. She insisted and matter-of-fact stated that I was paying my loan 1 month late (?) because "the Date of the Bill Notice is the date that the payment is due". I tried to correct her misinformation that bill statements/notice date is not the same as the bill payment due.... to no avail. I politely asked to speak to a supervisor - but instead she hung up on me.
I called right back, and this time I spoke with Christine, another Customer service rep. I explained my situation and right away she was able to view my account and where I had clicked the wrong transaction navigational link that created the past due. She said she will refer the matter to a manager in an attempt to reverse the transaction and apply it correctly as intended by me (customer). She said it might take 1-2 business days, but she took my ph# down so she can contact me. I was happy with the plan.
20 minutes later, Christine calls me back! She said the matter has been handled and appropriately credited towards my loan!! What an excellent customer service you have provided to me, Christine. Thank you for your kindness and your ability to 'listen' to customers like me. I hope your manager reads this and adds it to your personnel file. I am a manager working for a healthcare company, and customer service and first call resolution is the driving force of the success of a business. YOU are an asset to HFCU. KUDOS and Merry Christmas!

Displaying reviews 1-10

Back to top

Previous | Next »