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Integration weekend: Sep 22-24, we've been warned!
November 9, 2023
4:38 pm
scrooge
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How many realize that, although they tried to make it look like they were keeping Hubert and shutting down Accelerate, they actually did the opposite, kept the Accelerate 'format', and only kept the Hubert name!

Prior to the merger: Accelerate was already parners with Access and accounts were 'viewable only' through the Access app, but you had to phone in to get anything done.

Now: Accelerate is gone. Hubert is 'viewable only' through the Access app but you have to phone in to get anything done.

So I doubt they will bring back the great Hubert self serve features that they worked so had to erase!

November 9, 2023
5:10 pm
serendipity
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Can you not do a GIC online? But just not a quarterly. And I assume you can still do joint but NOT give maturity directions or to pay interest annually.

So what I found out today is that some of us have 2 HISA accounts, one for Hubert and one for Accelerate (if you had Accelerate).

So if you are doing a pull, say from Oaken.....you must use the correct "PULL" link to do so, as per Bonnie. I was told a few weeks ago that it does not matter.
IE. cash in your Hubert HISA...do NOT use a pull using your Accelerate link.

November 9, 2023
5:13 pm
serendipity
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scrooge said
How many realize that, although they tried to make it look like they were keeping Hubert and shutting down Accelerate, they actually did the opposite, kept the Accelerate 'format', and only kept the Hubert name!

Prior to the merger: Accelerate was already parners with Access and accounts were 'viewable only' through the Access app, but you had to phone in to get anything done.

Now: Accelerate is gone. Hubert is 'viewable only' through the Access app but you have to phone in to get anything done.

So I doubt they will bring back the great Hubert self serve features that they worked so had to erase!  

Or upgrade the Access system to do what Hubert used to do!!!

I agree Hubert is using the inferior Accelerate system with and without some assisted functions.

November 9, 2023
7:43 pm
serendipity
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davidgeorge said
There is a "Messages" section. Can we give Access CU the GIC maturity instruction by sending them a message instead of calling them?

Capture.JPG  

That message thing is a JOKE!!!
I login and see that there are 5 to 15 messages waiting for me. And find 0 or 1.
I asked about it....using the message function and never a response.

November 9, 2023
7:48 pm
serendipity
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pooreva said

davidgeorge said
There is a "Messages" section. Can we give Access CU the GIC maturity instruction by sending them a message instead of calling them? 

WHY you are asking HERE when agent is just a click away (chat). Find out and let everybody know...
I prefer calling as I can talk to live person with a name and most likely all calls are recorded so there will be a proof what kind of instructions are provided.  

@pooreva
I think the OP was asking for any one here to "share" their experience and was not looking to have it thrown back at them.

@Davidgeorge
I prefer an email and message as then I have the question and answer in writing that can be stored for future use. A call can easily be denied as ever happening.

November 9, 2023
7:49 pm
Scruge
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Briguy said

I had both Access and Hubert accounts before the merger, so I have the ability to create new "accounts" = GICs when I log in now ( but not the quarterly annual one ) . However, the GICs are with Access, so the interest rate is 0.05 percent less, so I am phoning in. I imagine that Access and Hubert GIC interest rates will eventually be the same so I'll be able to create new ones online once that happens. But I would still have to phone in to not renew the old GIC. I'm not sure if other people in this group have the ability to create new "accounts" or not, theoretically they should since they're logging in to Access, maybe someone can comment.  

I have only a Hubert account. Last weekend I used the online "Create account" to create a new GIC just to see what happened.
The GIC was created at 0.05% less, the same as Briguy. I could not make it joint even though the money was coming from our joint account.
Monday morning I received a call from Gisele at Hubert asking if I had intended to create an Access 1 year locked-in GIC instead of a Hubert 1 year quarterly pay GIC. I said I didn't really know what to expect & I had tried it as an experiment. She moved the money into a Hubert 1 year with a 0.05% higher rate & back dated it while I was on the phone because that's what I really wanted.

My gut feeling is merging credit unions is not easy. Access & Hubert used different software systems. Access is the parent entity so it made sense to keep their software. I believe the Hubert CSRs have been told the old Hubert functionality will be restored once everything has stabilized. I hope that is accurate.

November 9, 2023
8:28 pm
serendipity
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Scruge said

I have only a Hubert account. Last weekend I used the online "Create account" to create a new GIC just to see what happened.

I have both....but is irrelevant

The GIC was created at 0.05% less, the same as Briguy. I could not make it joint even though the money was coming from our joint account.

Jeepers not good...you used to be able to make joint online...all you had to do is enter your spouses account number.

Monday morning I received a call from Gisele at Hubert asking if I had intended to create an Access 1 year locked-in GIC instead of a Hubert 1 year quarterly pay GIC.

You created a quarterly online??
I collapsed a number of quarterlies and reinvested the $ at the new higher quarterly rate over the phone. I was asked the same, if I was aware of the higher 1 year rate. I said yes but I wanted the flexibility of the quarterly withdrawal options. hmmm does that mean the quarterly is on its' way out. And every time we take a new one it extends the program??

I said I didn't really know what to expect & I had tried it as an experiment. She moved the money into a Hubert 1 year with a 0.05% higher rate & back dated it while I was on the phone because that's what I really wanted.

That was nice.

My gut feeling is merging credit unions is not easy. Access & Hubert used different software systems. Access is the parent entity so it made sense to keep their software. I believe the Hubert CSRs have been told the old Hubert functionality will be restored once everything has stabilized. I hope that is accurate. 

I say all of the impacts to us were not documented nor were we advised. Crappy job. If you use Oaken you will see the same software. Oaken has the 2025 Cadillac option Access has the 1957 Volkwagen option. They went cheap...and they KNOW it.

November 9, 2023
11:11 pm
everhopeful
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Scruge said
Monday morning I received a call from Gisele at Hubert asking if I had intended to create an Access 1 year locked-in GIC instead of a Hubert 1 year quarterly pay GIC. I said I didn't really know what to expect & I had tried it as an experiment. She moved the money into a Hubert 1 year with a 0.05% higher rate & back dated it while I was on the phone because that's what I really wanted.

Wow, full marks to Hubert's staff to monitor and follow up with people creating Access GIC's. I wouldn't have expected that.

My gut feeling is merging credit unions is not easy. Access & Hubert used different software systems. Access is the parent entity so it made sense to keep their software. I believe the Hubert CSRs have been told the old Hubert functionality will be restored once everything has stabilized. I hope that is accurate.  

I really hope it comes back, but I wonder how likely that is, considering they had over a year between merger and integration (which was half a year after the vote) to work out the kinks.

November 10, 2023
8:06 am
serendipity
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Just read this. I think I have an issue with push pull..but have to do more investigation.

But I fund this to be a joke.

Hubert offers a simple value proposition: some of the best online deposit rates. Couple that with a brand focused on simplicity and convenience for our members and easy-to-use services, and you’ve got a marvelous online savings destination! And (as the cherry on top) we’re happy to share that all deposits with Hubert are 100% guaranteed by the Deposit Guarantee Corporation of Manitoba.

November 10, 2023
4:22 pm
everhopeful
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Until integration weekend, that was absolutely true. Kind of ironic that its much harder to "Access" our accounts now.

November 10, 2023
6:36 pm
serendipity
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A bit more information. On the old Hubert, we had a country like style of conversations with the people there....most out of or very near Selkirk. Nice, reasonable, and helpful. Today Access is a quagmire of 7 mergers and who knows who you are talking to, that has the Hubert touch ... that original group is only going to get diluted to a new and much poorer level of service as I recently incurred.

Some are trying hard and are overly sucky vs "listening to what is said" and actually helping you. Basically the call I had a couple of days ago, the CSR just threw everything back at me to solve only to find out the CSR is incompetent or has poor training as the answer laid within the walls of the new Access FI after I asked a logical question about exceptions. I did not appreciate an overbearing idiot talking to me vs listening and resolving by asking to escalate the issue. Nor do I appreciate all the "I guess so's", "maybe's" and "yes it could have".

Just a warning.....if you have Accelerate Cheques or push/pulls set up you may find that they won't flow very will!!

For customers that had both Hubert and Accelerate, there is more work to do and more difficult to push or pull as you now have to check what account your money is in and then use the correct push/pull. And I am NOT going to use the free eTransfer option as I don't know or see the withdrawal rules of it all...and I don't trust it (at any FI). I think the eTransfer was set up to minimize the exodus. So with this dual HISA, it's the oddest set up that I have ever had. And am hoping to eliminate that odd set up. It's a PITA. Why wasn't all the accelerate stuff converted over to Hubert with new numbers? Problem with RRSP RRIF and TFSA reporting to CRA??

A couple of musts for me:
Put the push pull back in!
Give us a guarantee that quarterlies are going to remain....as I already smell the demise of them.

November 10, 2023
6:46 pm
phrank
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serendipity said
A couple of musts for me:
Put the push pull back in!
Give us a guarantee that quarterlies are going to remain....as I already smell the demise of them.  

They can't even do something as simple as label an RRSP as a spousal RRSP, I have no faith in this organization anymore. When I was trying to confirm with them that the spousal RRSP was still designated as such, they lambasted me for being inconsiderate about how busy they were due to the merger. Well, if they had managed the merger properly, this wouldn't be the case, would it? So basically you have to expect to deal with morons now. They last assured me that the spousal RRSP would show up properly designated in the next statements and of course it didn't. Sadly, are there any options where you get good service anymore? I'm thinking it's time to convert all cash to gold and run for the mountains! sf-laugh

November 10, 2023
7:57 pm
serendipity
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@phrank

Sounds like we’re talking to same person!

They don’t seem to realize what us out of provincers do BEFORE we are at wits end and make the call. The end result of the amalgamation is total chaos. Then you get an aggressive and incompetent CSR!

I have no problem minimizing or going to zero with them. And I am not going to take their aggressiveness. Sure they are tired with it all...call after call. The worst thing a befuddled CSR can do is dump it all on the customer.

Oaken has the same but better version of software and you get all your answers online.....it’s all there. Joint, successor name etc. And a fantastic certificate that confirms principal, interest to be paid, joint with name, successor, maturity instructions and interest payment schedule (annually or at maturity). The certificate is downloadable and one is mailed too.

And yes I agree. They shot themselves in the foot by merging, with incompetence and customer disrespect, to a crappy system.

November 11, 2023
7:33 am
serendipity
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Yesterday I did a pull from "FI A".
Today I see the funds are now in "FI A" and they are still in my Hubert Account.
And yes I used the most current version of the Hubert account #.

These guys ... I don't know what to say. I am utterly astonished at their ability to function as a respectable financial institution.

November 11, 2023
7:51 am
cgouimet
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serendipity said
Yesterday I did a pull from "FI A".
Today I see the funds are now in "FI A" and they are still in my Hubert Account.
And yes I used the most current version of the Hubert account #.

These guys ... I don't know what to say. I am utterly astonished at their ability to function as a respectable financial institution.  

I always monitor my transfers. Kinda anal that way :):):)

When I initiate a pull at FI 1 from F2, the $ will show in FI 1 before they disappear from FI 2. Similarly, if I do a push at FI 1 to FI 2, the funds always disappear from FI 1 before they appear at FI 2.

The time lag? 1 banking day. So if you initiated on Friday, check Monday.

Nothing unusual here so far from my perspective. Maybe you're just more anxious than usual about Access/Hubert.

CGO
November 11, 2023
8:14 am
NorthernRaven
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serendipity said
Yesterday I did a pull from "FI A".
Today I see the funds are now in "FI A" and they are still in my Hubert Account.
And yes I used the most current version of the Hubert account #.

These guys ... I don't know what to say. I am utterly astonished at their ability to function as a respectable financial institution.  

I fear you may have exceeded your FDA recommended daily dose of outrage... 🙂
You can see sometimes see this in other circumstances with two institutions where Access/Hubert is nowhere involved. There's a batch process going on under the hood, "FI A" system has updated the amounts their customer-facing UI shows, where Hubert's hasn't yet, on the same day. It is possible that "FI A" is being a little optimistic in displaying before the batch officially settles, but since people have been saying that Hubert interest isn't posting as quickly (or even next day), they may have some extra delays or checks in their batch processing systems given the hiccups in those during the transition.

If Hubert doesn't show the updated info by the end of the same calendar day, that's redolent of bookkeepers with eyeshades and ledgers, not the computer era, but not exactly un-respectable. Some FI remote "push" transfers from your account immediately, and for a day or two the amount is in neither account, and I think at least one I've dealt with doesn't show the outgoing push as any sort of "pending" transaction either, aside from the debit on the account.

The payment system is slowly working its way towards realtime transfers for smaller amounts, maybe even sometime this century!

November 11, 2023
8:26 am
serendipity
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cgouimet said

I always monitor my transfers. Kinda anal that way :):):)

When I initiate a pull at FI 1 from F2, the $ will show in FI 1 before they disappear from FI 2. Similarly, if I do a push at FI 1 to FI 2, the funds always disappear from FI 1 before they appear at FI 2.

The time lag? 1 banking day. So if you initiated on Friday, check Monday.

Nothing unusual here so far from my perspective. Maybe you're just more anxious than usual about Access/Hubert.  

ha ha you're correct on that. And right now....Hubert system is DOWN!!
Anal eh!! Me too.

November 11, 2023
8:28 am
serendipity
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NorthernRaven said

I fear you may have exceeded your FDA recommended daily dose of outrage... 🙂
You can see sometimes see this in other circumstances with two institutions where Access/Hubert is nowhere involved. There's a batch process going on under the hood, "FI A" system has updated the amounts their customer-facing UI shows, where Hubert's hasn't yet, on the same day. It is possible that "FI A" is being a little optimistic in displaying before the batch officially settles, but since people have been saying that Hubert interest isn't posting as quickly (or even next day), they may have some extra delays or checks in their batch processing systems given the hiccups in those during the transition.

If Hubert doesn't show the updated info by the end of the same calendar day, that's redolent of bookkeepers with eyeshades and ledgers, not the computer era, but not exactly un-respectable. Some FI remote "push" transfers from your account immediately, and for a day or two the amount is in neither account, and I think at least one I've dealt with doesn't show the outgoing push as any sort of "pending" transaction either, aside from the debit on the account.

The payment system is slowly working its way towards realtime transfers for smaller amounts, maybe even sometime this century!  

Thanks. Will monitor tomorrow as well. I just don't trust them anymore.

November 11, 2023
8:38 am
NorthernRaven
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I see the current Access login glitch as well, both desktop browser and my iPhone. Looks like their authentication system isn't responding.

November 11, 2023
8:58 am
billybob
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I could access the website this morning around 10am EST now it's down with Error 502 at 11:50am EST. Since the switch everytime I try to do something (in this case transfer money) there is always a glitch or new limitation I did not know about before. The old online access just worked all the time and had all the features I needed. Sigh

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