Hanscom Federal Credit UnionReviews of hfcu.org

At one time this credit union faired as functioning well however in recent years their decline has been noticeable. Originally their call return periods were measured in minutes or hours, now days. Their customer service out of hours is stunningly dismal having virtually no actual ability to affect anything unless it is Monday to Friday.The latest is stunningly poor.... having 'revised' the application for online access have serious flaws, all introduced due to incompetence of software programming or decisions to completely ignore legacy users and technology. The web access is so poor that checks cannot be submitted this way any longer.Once again, this credit union has severely declined particularly with its flexibility to serve existing members. It has been a farcical and shambolic transition for online access which after months HAS STILL NOT BEEN CORRECTED, WITH NO PLAN OR ANY INDICATION WHATSOEVER WHEN IT WILL BE RESOLVED.... I advise anyone continuing as a member as well as any potential new ones to carefully consider the woeful incompetence of this institution.

I am writing this review to express my profound dissatisfaction with the current operational state of Hanscom Federal Credit Union, specifically regarding member communication and support. While the institution markets itself as a 5 star reliable financial partner, the actual administrative infrastructure makes it impossible to conduct basic banking business. The primary issue centers on an absolute failure of customer service access points, with unreachable Staff. It is impossible to connect with a live representative via telephone. Multiple requests for callbacks remain entirely unreturned. The "Pilot" digital assistant is a flawed technology implementation and serves no functional purpose. The AI tool merely redirects users to the standard customer service phone number. Cyclical Dead Ends! Automated systems should streamline service, not create impenetrable barriers forcing members into an endless loop. Unanswered calls and unhelpful chatbots demonstrates a severe disregard for customer retention and basic account management needs. I strongly advise prospective members seeking a reliable, communicative financial institution to look elsewhere.

I had a loan for an appliance that went through Hanscom with automatic withdrawals. I contacted them when the loan was paid in full and after two months, payments stopped. I presumed that money would sit and perhaps gain interest. INSTEAD it cost ME money every month... about $300 when I discovered that I had a monthly fee to pay for money that THEY took after I told them to stop. The only way I even discovered it was when I thought I would start using the account as an additional savings. It took WEEKS for them to locate my account because I did not have the member number, which I never interacted with them because it was always electronic. They could NOT find my account with my SSN, DOB, Name, Address?? Very inept. I finally found my loan number and then discovered the YEARS of monthly fees when I thought I was "saving" by keeping my money in a credit union savings. Zero bank statement via email or mail and horrible customer support via phone. I will continue to support credit unions, just not Hanscom.

I have been a customer now for about a year, it's been a amazing experience everyone there is so nice. So far I have only had one problem and it was tiny and got solved right away! I recommend this bank to everyone.