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Integration weekend: Sep 22-24, we've been warned!
November 15, 2023
5:20 pm
Case1030
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Sure to send some further off the deep end...

"SERVICE DISRUPTION: – A banking system upgrade is scheduled for Sunday, November 19. During the 2AM to 2PM maintenance window online and mobile banking will be unavailable."

November 15, 2023
7:12 pm
serendipity
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Case1030 said
Sure to send some further off the deep end...

"SERVICE DISRUPTION: – A banking system upgrade is scheduled for Sunday, November 19. During the 2AM to 2PM maintenance window online and mobile banking will be unavailable."  

We wouldn’t want to push them too hard would we, during their continuous vulnerable times. Ha

I guess the flack from the unannounced maintenance last Sunday has caused them to make an effort to be informative.

Too bad all the other issues got swept under the carpet. Or are they just not brave enough to list issues and check off when solved. They must look like fools to the financial industry.

November 18, 2023
4:49 am
canadian.100
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So I see I have a Hubert one year quarterly TERM which had its quarterly date last week and the interest for the quarter did not get added, however the increase in interest rate did get changed correctly for the next quarter. Weird. Guess I will need to phone them Monday to get this "corrected" since they are not open Saturday.
Perhaps I should just cash in the TERM, take a hit, and get out of Hubert. Yes the staff are nice but I would rather not have to keep monitoring and then phone to get things corrected.

November 18, 2023
7:20 am
serendipity
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@canadian.100

You would think that they would re institute being open on Saturdays until they resolve all the issues.

I assume when you went into the quarterly GIC you looked at "transactions" and saw no posting of interest?

I have quite a few of them what was money needed, but not right away so rather than in HISA I put it into quarterlies, because of the higher earnings. I cashed all of mine in awhile ago to for two reasons ..... to re invest at the higher rate .... to be all paying interest and maturing on the same date. I had to do over the phone.

But in my quest ( a very solid decision ) to get out of Hubert I think I will put some into CWB (still need to open the accounts though) and put that money in their floating rate GIC's. That rate is better than Huberts HISA but not as good as their quarterlies.

So I need to be ready at the end of the first quarter.

You should be able to TRUST your FI vs monitoring and chasing because of their new weaknesses. And where is their communication of "we know it's happening" and "we are fixing it"?

It's your decision to leave or not. But I would suggest that you plan, where to go to and if you go with a CDIC FI, do you have the room to not exceed etc etc.

As mentioned before Hubert is 1 of 7 that have recently amalgamated to Access, so I see the core group of Hubert will be watered down with CSR's from all across Manitoba answering our calls. And that has started.

With in a few months I will have pulled out a LOT of money.

November 18, 2023
8:32 am
Case1030
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serendipity said

You would think that they would re institute being open on Saturdays until they resolve all the issues.

  

Just out of curiosity, what would calling on Saturday accomplish on this item that calling on Monday (or even the following Monday) would not? I get the animosity towards them, but realistically (or reasonably) what would a Saturday call accomplish?sf-cool

November 18, 2023
9:59 am
serendipity
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Good customer service, customer retention and respect. And show that they care. The company I used to work for would do what ever to keep customers happy ... including over time ... and calling more into work. It's not that costly vs what they will lose.

November 18, 2023
12:53 pm
canadian.100
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Case1030 said

Just out of curiosity, what would calling on Saturday accomplish on this item that calling on Monday (or even the following Monday) would not? I get the animosity towards them, but realistically (or reasonably) what would a Saturday call accomplish?sf-cool  

Well actually I did phone today because Access Credit Union has reps working on Saturday and I figured maybe they would be able to correct - and that would be done without having to hold for a long time on the phone Monday - I spoke to a person and she said I would have to phone next week because the specific people who service the former Hubert are there only Monday to Friday. I did tell her the problem (interest not recorded for the quarter) and she said "don't worry about it" "it will get corrected". So I will follow the advice "Don't Worry, Be Happy!" When I am out of Hubert I will definitely smile and be happy. sf-smile

November 18, 2023
12:59 pm
Rail Baron
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canadian.100 said

Well actually I did phone today because Access Credit Union has reps working on Saturday and I figured maybe they would be able to correct - and that would be done without having to hold for a long time on the phone Monday - I spoke to a person and she said I would have to phone next week because the specific people who service the former Hubert are there only Monday to Friday. I did tell her the problem (interest not recorded for the quarter) and she said "don't worry about it" "it will get corrected". So I will follow the advice "Don't Worry, Be Happy!" When I am out of Hubert I will definitely smile and be happy. sf-smile  

A sad reminder that Hubert members are second class citizens in the Access Credit empire. Why not offer common service standards to all of the amalgamated credit unions? All Access CU members may be equal, but some are more equal than others!

November 18, 2023
1:10 pm
cgouimet
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With y'all formerly Happy Savings folks seeking happiness elsewhere, Access just might be able to find the ways to restore former rate competitiveness and features for them of us hanging on and then do even better to bring y'all back.

Maybe perhaps kinda dreaming, heh?

CGO
November 18, 2023
1:13 pm
Briguy
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canadian.100 said

Well actually I did phone today because Access Credit Union has reps working on Saturday and I figured maybe they would be able to correct - and that would be done without having to hold for a long time on the phone Monday - I spoke to a person and she said I would have to phone next week because the specific people who service the former Hubert are there only Monday to Friday. I did tell her the problem (interest not recorded for the quarter) and she said "don't worry about it" "it will get corrected". So I will follow the advice "Don't Worry, Be Happy!" When I am out of Hubert I will definitely smile and be happy. sf-smile  

I'm a member of both Access and Hubert from before the merger, so it would be interesting what would happen if I phoned on a Saturday but my issue was with a Hubert 1 yr cashable GIC. I have a feeling they would tell me to call back on the Monday. Otherwise it would be easy for all the Hubert members to open up a chequing or savings account at Access to get an extra day a week access.

I tried calling Hubert on Friday, and the first time I called I was about 19 in the queue and they called me back after about 45 min, but something happened and we got disconnected. They didnt call me back so I phoned again and I was 17 in the queue, and they finally phoned me back about 2 hr after the start.

November 18, 2023
1:16 pm
serendipity
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canadian.100 said

Well actually I did phone today because Access Credit Union has reps working on Saturday and I figured maybe they would be able to correct - and that would be done without having to hold for a long time on the phone Monday - I spoke to a person and she said I would have to phone next week because the specific people who service the former Hubert are there only Monday to Friday. I did tell her the problem (interest not recorded for the quarter) and she said "don't worry about it" "it will get corrected". So I will follow the advice "Don't Worry, Be Happy!" When I am out of Hubert I will definitely smile and be happy. sf-smile  

@canadian.100
Yup. Do you remember the A&W bear walking down the dirt road after a burger or two, ever so nonchalantly with no worries at all??
Can I walk with you??

@Rail Baron
I agree and you would think us out of towners, that. are "used" doing it all ourselves have the least amount of payroll spent handling us. And then came the almaglation!! It's their fault and perhaps some of the Hubert staff should be working overtime for a few weeks.

I just spent all morning re jigging my excel program to handle the 3 new bank accounts that I need to cover for Hubert and for my wife's new inbound cash.

November 18, 2023
1:25 pm
serendipity
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cgouimet said
With y'all formerly Happy Savings folks seeking happiness elsewhere, Access just might be able to find the ways to restore former rate competitiveness and features for them of us hanging on and then do even better to bring y'all back.

Maybe perhaps kinda dreaming, heh?  

lol. Yup. My last 2 calls pushed me off the fence and I told the supervisor that called me back....she actually asked what could they do to keep me. I did not respond.

This is what I would like. Every GIC that I have that is at a lower rate than what is currently posted.....apply the higher rate to those GIC's.

November 18, 2023
1:52 pm
Case1030
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canadian.100 said

Well actually I did phone today because Access Credit Union has reps working on Saturday and I figured maybe they would be able to correct - and that would be done without having to hold for a long time on the phone Monday - I spoke to a person and she said I would have to phone next week because the specific people who service the former Hubert are there only Monday to Friday. I did tell her the problem (interest not recorded for the quarter) and she said "don't worry about it" "it will get corrected". So I will follow the advice "Don't Worry, Be Happy!" When I am out of Hubert I will definitely smile and be happy. sf-smile  

I was a Sunova (parent to Hubert) member as well as a Hubert member before the merge. Sunova did not handle Hubert issues, and Hubert did not handle Sunova issues. I would not even consider trying to get one to deal with the other accounts. YMMV. So not really anything new.

Having said that, I certainly support a person leaving a situation they are not happy with. It leads to all sorts of anger issues so it's best to just walk away. Good luck with wherever you end up. sf-smile

November 18, 2023
1:59 pm
Case1030
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serendipity said
Good customer service, customer retention and respect. And show that they care. The company I used to work for would do what ever to keep customers happy ... including over time ... and calling more into work. It's not that costly vs what they will lose.  

When I was a young lad working with customers my boss told me there will be some that are just not worth the effort and angst to try to please. He advised to escalate to him if a customer appeared to be going off the deep end (paraphrasing). Only had to do it a couple of times (customers actually appreciated being referred to the owner) and never saw those customers ever again so I don't *know* exactly what happened. sf-cool

November 18, 2023
2:47 pm
Rail Baron
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Case1030 said

I was a Sunova (parent to Hubert) member as well as a Hubert member before the merge. Sunova did not handle Hubert issues, and Hubert did not handle Sunova issues. I would not even consider trying to get one to deal with the other accounts. YMMV. So not really anything new.

Having said that, I certainly support a person leaving a situation they are not happy with. It leads to all sorts of anger issues so it's best to just walk away. Good luck with wherever you end up. sf-smile  

The difference was that back before Access, Hubert had at least as good service and hours as Sunova did. Maybe better. Now we're second class citizens in the Access empire.

It will be four more years before the last of my term deposits matures at Hubert. But each time one does, the funds are getting transferred out just as fast as their back office can do so. Then when the last one goes, I'll be asking for my $5 membership share back.

What would it take to keep me at Hubert? Right now, it would be rates that are more than 50 basis points higher than the competitors. Is that possible?

November 18, 2023
2:53 pm
Case1030
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Rail Baron said

The difference was that back before Access, Hubert had at least as good service and hours as Sunova did. Maybe better. Now we're second class citizens in the Access empire.

 

The *point* was that they were two separate entities and calling one to action accounts in the other is not really a reasonable course of action. There is likely a reason Hubert still has their own telephone and email contact. But hey, if people want to waste their own time, the time of the Access CSR and likely make themselves even more angry, feel free to try I guess.

As I said before, it is best to get out of a relationship where one is unhappy. Life is short. sf-cool

November 18, 2023
2:59 pm
Briguy
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Of the 5 stages of grief- denial, anger, bargaining, depression, acceptance, I think I'm still in the denial stage, so I have a long way to go.

November 18, 2023
3:01 pm
Rail Baron
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Case1030 said

Rail Baron said

The difference was that back before Access, Hubert had at least as good service and hours as Sunova did. Maybe better. Now we're second class citizens in the Access empire.

 

The *point* was that they were two separate entities and calling one to action accounts in the other is not really a reasonable course of action. There is likely a reason Hubert still has their own telephone and email contact. But hey, if people want to waste their own time, the time of the Access CSR and likely make themselves even more angry, feel free to try I guess.

As I said before, it is best to get out of a relationship where one is unhappy. Life is short. sf-cool  

And my point was that someone in charge at Sunova, Hubert, or both of them made a conscious decision to offer equally good service to both arms of their credit union. Of course there were different people and systems involved, but they both worked well and made customers happy.

At this time, one has to conclude that someone in charge at Access made a conscious decision to offer second rate service to those clients who had been amalgamated from Hubert. Second class both relative to the services offered to Access customers, and relative to the services that we received pre-amalgamation at Hubert.

November 18, 2023
3:11 pm
Briguy
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Rail Baron said

And my point was that someone in charge at Sunova, Hubert, or both of them made a conscious decision to offer equally good service to both arms of their credit union. Of course there were different people and systems involved, but they both worked well and made customers happy.

At this time, one has to conclude that someone in charge at Access made a conscious decision to offer second rate service to those clients who had been amalgamated from Hubert. Second class both relative to the services offered to Access customers, and relative to the services that we received pre-amalgamation at Hubert.  

Access always had excellent customer service too, so it's not readily understandable how they managed to mess this merger up so badly both from a customer service (long wait times and not always carrying out requests for future GIC changes) and IT perspective (less functionality, errors in reports and interest ).

If I'm still there after they get rid of 1 year cashable GIC and higher interest rates than Access, I'll switch over from Hubert to Access.

November 18, 2023
3:22 pm
canadian.100
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Case1030 said
Having said that, I certainly support a person leaving a situation they are not happy with. It leads to all sorts of anger issues so it's best to just walk away. Good luck with wherever you end up. sf-smile  

I would say I am disappointed - not "angry". I feel I was lucky to deal with Hubert while they functioned so very effectively. They certainly do not function effectively now. It is no problem at all for me as there are lots of other FIs to deal with.

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