Integration weekend: Sep 22-24, we've been warned! | Page 30 | Hubert Financial | Discussion forum

Please consider registering
guest

sp_LogInOut Log In sp_Registration Register

Register | Lost password?
Advanced Search

— Forum Scope —




— Match —





— Forum Options —





Minimum search word length is 3 characters - maximum search word length is 84 characters

sp_Feed Topic RSS sp_TopicIcon
Integration weekend: Sep 22-24, we've been warned!
November 18, 2023
3:24 pm
Case1030
Member
Members
Forum Posts: 58
Member Since:
October 13, 2023
sp_UserOfflineSmall Offline
581sp_Permalink sp_Print

Rail Baron said

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.  

Other than a few more minutes waiting, I've seen nothing really change as far as the "service" I've gotten. The loss of Saturday hours took place long before the Sept platform amalgamation. Granted the website and self-serve functions are more kludgy or missing entirely post amalgamation. I prefer the old self-serve system as well but I'm not going to raise my BP 20-30 points over the loss of it. One thing I am pleased about is the availability of e-transfer direct from Hubert. I used to have to move to my bank first. Then again, maybe I'm just a happy kinda guy and Hubert is a good fit for me. sf-smile YMMV.

November 18, 2023
3:38 pm
canadian.100
Member
Members
Forum Posts: 952
Member Since:
September 7, 2018
sp_UserOfflineSmall Offline

Briguy said
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.  

I called Hubert on Friday (Nov 17) because that was precisely the end date of the quarter and I did not see the interest amount posted yesterday (even though the new interest rate was recorded properly) - I also waited on the line and arranged the callback which came 2 hours later. The Hubert rep called back and said I would see the interest posted today Saturday Nov 18 because they now post overnight following the end date - previously Hubert posted early in the morning on the precise end date of the quarterly period so one would see the interest on that day.
So when I did not see the interest amount added today (Saturday Nov 18) as the Hubert person said it would be, I made the phonecall to Access around noon - figured I had nothing to lose - and as I indicated above they said don't worry, phone back during a weekday and it will be corrected. So I will happily phone Hubert next week (on a weekday).

November 18, 2023
4:09 pm
Briguy
Member
Members
Forum Posts: 718
Member Since:
March 17, 2018
sp_UserOfflineSmall Offline

canadian.100 said

I called Hubert on Friday (Nov 17) because that was precisely the end date of the quarter and I did not see the interest amount posted yesterday (even though the new interest rate was recorded properly) - I also waited on the line and arranged the callback which came 2 hours later. The Hubert rep called back and said I would see the interest posted today Saturday Nov 18 because they now post overnight following the end date - previously Hubert posted early in the morning on the precise end date of the quarterly period so one would see the interest on that day.
So when I did not see the interest amount added today (Saturday Nov 18) as the Hubert person said it would be, I made the phonecall to Access around noon - figured I had nothing to lose - and as I indicated above they said don't worry, phone back during a weekday and it will be corrected. So I will happily phone Hubert next week (on a weekday).  

When I call the Hubert phone line they can no longer find me using my old Hubert account number, so they have to use my first and last name. They said that since I was a previous Access member that they probably got rid of my Hubert account. So from that info, and from what other posters have been saying, it sounds like the CS people picking up the Hubert phone line have access to ALL the different FI banking systems. So there's really no reason that Hubert customers can't phone in to the Access phone line on a Saturday, it seems to me. Other than treating Hubert customers as the poor cousins.

November 18, 2023
4:23 pm
Loonie
Member
Members
Forum Posts: 9292
Member Since:
October 21, 2013
sp_UserOfflineSmall Offline

I too had quarterly interest due on Friday and it did not appear until Saturday.
I'm not happy about this as it is a deterioration in service quality and we were not warned about this change.

I have other quarterly GICs with payment due Dec 24 for the quarter. These are in RIF, and I intended to cash some and send significant amount directly through Hubert to CRA for 2023 taxes. This has not been a problem in past years, but now I am concerned that it may not go through in 2023, which it must. I fully expected, based on past experience with Hubert, that, with adequate notice, this could all be done on the 24th, but now I'm pretty sure it will wait until AT LEAST the 27th - and I may still be looking for my interest payment on the 27th! That's cutting it too fine for me as Hubert, under Access, is proving unreliable.
I'm considering cashing out soon and sacrificing interest for this quarter.
What would y'all do??

November 18, 2023
4:57 pm
Briguy
Member
Members
Forum Posts: 718
Member Since:
March 17, 2018
sp_UserOfflineSmall Offline
585sp_Permalink sp_Print

Loonie said
I too had quarterly interest due on Friday and it did not appear until Saturday.
I'm not happy about this as it is a deterioration in service quality and we were not warned about this change.

I have other quarterly GICs with payment due Dec 24 for the quarter. These are in RIF, and I intended to cash some and send significant amount directly through Hubert to CRA for 2023 taxes. This has not been a problem in past years, but now I am concerned that it may not go through in 2023, which it must. I fully expected, based on past experience with Hubert, that, with adequate notice, this could all be done on the 24th, but now I'm pretty sure it will wait until AT LEAST the 27th - and I may still be looking for my interest payment on the 27th! That's cutting it too fine for me as Hubert, under Access, is proving unreliable.
I'm considering cashing out soon and sacrificing interest for this quarter.
What would y'all do??  

Maybe try emailing greg.rutherford@accesscu.ca and see if he will let you cash out a week earlier with quarterly interest paid to that point ?

November 18, 2023
5:12 pm
NorthernRaven
Moderator
Moderators
Forum Posts: 627
Member Since:
August 4, 2010
sp_UserOfflineSmall Offline
586sp_Permalink sp_Print

Setting aside the fulminators, it would be interesting to know what is to be expected of their systems now. It is quite possible that interest due on Day X is actually on their ledgers on Day X, and what is being delayed is whatever transactional record is used to display on the site. If someone calls in on Day X, doesn't see an interest payment due that day, but the CSR says, oh, yes, we see that, and you will too on Day X+1 or later on Day X, or whatever, then this might be the case. Since it is internal to the GIC, it may not be an issue.

Loonie, you were wondering about cashing in a GIC. If things are like above and the interest is on their ledger internally somehow, even if not displaying to the customer somehow, then if you call in on Day X to cash in a GIC to your savings account, the full amount including interest might be on the ledger and be the cashout value. This is all speculation and for entertainment purposes only, but I'd think it would be one possibility.

Whatever the lag in what the customer sees, the interest is due on Day X, and the underlying ledgers are going to be quite precise on this. If you cash in the GIC on Day X, it has a certain value, including the interest, and I would think they would either have that full value going into the destination, or the cashout would only appear on the next day if their systems need a +1 day for resolution. Otherwise, you'd have a phantom interest payment that next day with no GIC existing anymore to compound into.

It would probably be worth a polite call or email asking about the exact mechanics. Actually cashing in is different than just viewing their system for the GIC. Has anyone actually tried to cash in a Hubert quarterly on the day of an interest payment since integration? I've got a TFSA quarterly with an interest day due later this month, and I'm thinking of cashing it to have Oaken pull the cash as a TFSA transfer to pick up their 6% rate. If I do that, I'll check on the due date and let people know what I find out.

November 18, 2023
5:14 pm
canadian.100
Member
Members
Forum Posts: 952
Member Since:
September 7, 2018
sp_UserOfflineSmall Offline

Loonie
December 24 is a terrible date to have anything come due - Dec 24 this year is a Sunday. Dec 25 and 26 are holidays - things may get delayed and cause u problems. Maybe they would agree to process on Friday Dec 23. You are cutting it close - particularly at that time of year.

November 18, 2023
5:24 pm
Case1030
Member
Members
Forum Posts: 58
Member Since:
October 13, 2023
sp_UserOfflineSmall Offline
588sp_Permalink sp_Print

NorthernRaven said
Has anyone actually tried to cash in a Hubert quarterly on the day of an interest payment since integration?  

Yes. Several times now (I have a quarterly come due approximately every two weeks) with likely one more to do on the 23rd. I cash in and re-buy whenever there is a benefit to me in doing so. I usually call around 9ish in the morning and have a couple of posts over in the call waiting thread about this. The CSR advised me that even though I can not see the interest credited when I log in, it is there. Now whether she could see it, or was just going on what happens, I do not know. One was over a weekend and I called prior to the weekend to ask if I could put instructions in for it in advance. I was advised action would be taken on Monday with appropriate back dating. It was. sf-smile

November 18, 2023
5:28 pm
Loonie
Member
Members
Forum Posts: 9292
Member Since:
October 21, 2013
sp_UserOfflineSmall Offline

Yeah, I didn't realize 24th would be such a problem in the beginning as "old Hubert" had been so efficient and reliable in the past. I was sure it would be done by year end, but now not sure. Previous years had earlier maturities.

I suppose I could ask them to do it on the 23rd, but I doubt they would be able since, under the new protocol, the 24th payment wouldn't be honoured until the 27th, and not sure I'd trust that it would happen even if they said yes. It's an idea though.

November 20, 2023
7:11 am
YoHoJo
Member
Members
Forum Posts: 24
Member Since:
July 28, 2022
sp_UserOfflineSmall Offline
590sp_Permalink sp_Print

The nightmare continues.
Now, not only transfers out do not work but Interac does not work either.
Everything appears working, from their web site, but does not. Funds go into a sinkhole and takes time and effort to recover. A recipe for disaster. I wonder if they are in such a dire situation that they cannot allow withdrawals, or they will go under immediately.

November 20, 2023
7:35 am
MG
Member
Members
Forum Posts: 267
Member Since:
February 16, 2013
sp_UserOfflineSmall Offline
591sp_Permalink sp_Print

YoHoJo said
The nightmare continues.
Now, not only transfers out do not work but Interac does not work either.
Everything appears working, from their web site, but does not. Funds go into a sinkhole and takes time and effort to recover. A recipe for disaster. I wonder if they are in such a dire situation that they cannot allow withdrawals, or they will go under immediately.  

Interac worked for me last night. Only issue was that I was forced to add my mobile phone number when I set myself up as a contact. The notification came through only on my phone and not email, even though both were selected. A pain since I only use my computer for banking.

November 20, 2023
10:52 am
YoHoJo
Member
Members
Forum Posts: 24
Member Since:
July 28, 2022
sp_UserOfflineSmall Offline
592sp_Permalink sp_Print

MG said
Interac worked for me last night.

Tried again: not working. "We are unable to complete your request at this time"
Repeated 4 more times as per their suggestion. Same thing.
The freak circus at Access is getting wilder and wilder.

November 20, 2023
11:11 am
Case1030
Member
Members
Forum Posts: 58
Member Since:
October 13, 2023
sp_UserOfflineSmall Offline
593sp_Permalink sp_Print

Sending Interac from Hubert to my bank just worked for me.

Money deposited! The sender will be notified by email.
Confirmation # CA***ByF

November 20, 2023
1:40 pm
YoHoJo
Member
Members
Forum Posts: 24
Member Since:
July 28, 2022
sp_UserOfflineSmall Offline

Several family members tried the same thing with the same result:
Screenshot-20231120-1638.png

November 20, 2023
2:04 pm
Case1030
Member
Members
Forum Posts: 58
Member Since:
October 13, 2023
sp_UserOfflineSmall Offline
595sp_Permalink sp_Print

YoHoJo said
Several family members tried the same thing with the same result:
Screenshot-20231120-1638.png  

Well, given that the system is working but won't work for you and you family, I suspect the issue lies not with the system. Perhaps the only remaining option is to follow the advice and "contact us for assistance". Good luck!

November 20, 2023
2:07 pm
serendipity
Member
Members
Forum Posts: 168
Member Since:
October 30, 2023
sp_UserOfflineSmall Offline

YoHoJo said
Several family members tried the same thing with the same result:
Screenshot-20231120-1638.png  

Try a different browser.
Try a different device.
Try the app.
If still not working ... call them and ask why.
I know diddly about etransfer .... have you used up your limits?

November 20, 2023
3:58 pm
canadian.100
Member
Members
Forum Posts: 952
Member Since:
September 7, 2018
sp_UserOfflineSmall Offline
597sp_Permalink sp_Print

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  

Hey - there is no animosity at all towards them. But just to update you - the quarterly interest from Friday Nov 17 did not show up by noon today Mon Nov 20, so I phoned Hubert and they said they are working on it - they do not know why the interest did not get recorded for the Nov 17 quarter end by now - 3 days later.
Not worried at all - I am sure it will be corrected e-v-e-n-t-u-a-l-l-y or failing that I will just cash in the Term, perhaps losing a few days of interest but it is what it is with the new Hubert.

November 20, 2023
4:24 pm
Case1030
Member
Members
Forum Posts: 58
Member Since:
October 13, 2023
sp_UserOfflineSmall Offline
598sp_Permalink sp_Print

canadian.100 said

the quarterly interest from Friday Nov 17 did not show up by noon today Mon Nov 20, so I phoned Hubert and they said they are working on it   

So we agree, a Saturday call would have accomplished nothing better than the Monday call did. sf-cool

November 20, 2023
5:42 pm
canadian.100
Member
Members
Forum Posts: 952
Member Since:
September 7, 2018
sp_UserOfflineSmall Offline

Case1030 said

So we agree, a Saturday call would have accomplished nothing better than the Monday call did. sf-cool  

Nope - because the Access rep I spoke to Saturday said she would document the issue and forward to several Hubert reps emails so they had the details first thing Monday morning at start of business and could start trying to find the problem. I did not need to call early Monday morning. Hopefully they were already working on it when
I called much later today Monday - Hubert was aware of the details I had communicated Saturday. It did not hurt trying to move things along. I had nothing to lose by a 10 minute phone call Saturday except for 10 minutes since there was no wait on the line Saturday like there is during weekday. Anyways we each choose to do things we think may work to our advantage particularly when the unrecorded interest was not peanuts.

November 21, 2023
8:17 am
YoHoJo
Member
Members
Forum Posts: 24
Member Since:
July 28, 2022
sp_UserOfflineSmall Offline
600sp_Permalink sp_Print

serendipity said
Try a different browser.
Try a different device.
Try the app.
If still not working ... call them and ask why.
I know diddly about etransfer .... have you used up your limits?  

Aint trying any of that because I do not have to. The error is from the bank.
Retards at Access neglect to inform the client doing the etransfer that their account is inactive. I had written about it: during the migration my and my family members' accounts came across inactive and stayed inactive.
The accounts becoming inactive legitimately is not possible because we do at least 2 transactions per year when we contribute to TFSAs: in and out. So it is a migration SNAFU that Access and Hubert turned into FUBAR.
There is nothing on Access website that says that the account is inactive. So we did not know. And they aggravated it by throwing up a meaningless error message.
As to calling them: I am very reluctant to wait for 1-2 hours for a callback if there is a function on their web site that is supposed to work.
Their CSRs do not even mention the reason when I call them. All they say is "we pushed it through". So other family members have no idea what is wrong when they try their own etransfers and get the same error.
Fortunately, my high-6-digit investments are out of Access by now. So long, ***holes!

Please write your comments in the forum.