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No More Sunday Support
June 17, 2022
6:32 am
pooreva
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As of 2022.07.04 there will be no more Sunday customer support.

Monday to Friday: 8:30 AM to 6:00 PM
Saturday: 8:30AM to 4:00PM
Sunday: Closed

June 17, 2022
6:55 am
cgouimet
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pooreva said
As of 2022.07.04 there will be no more Sunday customer support.

Monday to Friday: 8:30 AM to 6:00 PM
Saturday: 8:30AM to 4:00PM
Sunday: Closed  

And, shorter hours too as I believe they used to go to 8PM. I always call early AM, so no issue for me ...

CGO
June 17, 2022
7:11 am
smayer97
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Actually, Hubert never had Sunday support, AFAICT. BUT they definitely are decreasing hours...
And the spin....This is what they consider "...to offer the same exceptional service ...."!?!
Strange definition and spin. Do you take customers for fools?

June 17, 2022
7:18 am
cgouimet
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smayer97 said
Actually, Hubert never had Sunday support, AFAICT. BUT they definitely are decreasing hours...
And the spin....This is what they consider "...to offer the same exceptional service ...."!?!
Strange definition and spin. Do you take customers for fools?  

They did have Sunday Support and I have called in once or twice to cash out a GIC and it is acknowledged in their email of Jun 16 ...

"The decision to discontinue Sunday service for Sunova and Hubert members was based on low call volumes on Sunday, noting that staff would be better deployed during peak hours from Monday to Saturday."

CGO
June 17, 2022
7:36 am
christinad
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What next? Are they going to say rates should be all the same? Actually i don’t know if they are different right now.

June 17, 2022
7:39 am
cgouimet
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smayer97 said
And the spin....This is what they consider "...to offer the same exceptional service ...."!?!
Strange definition and spin. Do you take customers for fools?  

How much phone support do you need? Moving $ in and out and buying GIC's is very simple online. The only phone support I've ever needed was to cash out GIC's after the Quarterly Interest Credit is done. The last one was yesterday at 10:51 with a total call duration of 2 minutes and 23 seconds according to my Android phone. Try that at Tangerine ...

Overacting?

CGO
June 17, 2022
7:43 am
christinad
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As i suggested, they may be pushing that things are more equitable between banks in the future based on this.

June 17, 2022
7:48 am
pooreva
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Sunday support was excellent as ever and it was great to cash GIC if needed. Sometimes GIC redemption instructions are missed so my preference is to talk with human on redemption day.
Lets see if are are going to get in touch with the same Huber support people or it will be a mishmash of support where one person has to support all 3 CU.

June 17, 2022
7:49 am
cgouimet
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cgouimet said

They did have Sunday Support and I have called in once or twice to cash out a GIC and it is acknowledged in their email of Jun 16 ...

"The decision to discontinue Sunday service for Sunova and Hubert members was based on low call volumes on Sunday, noting that staff would be better deployed during peak hours from Monday to Saturday."  

I called once on a Sunday to cash out a GIC that had its quarterly interest credit earlier in the day. I asked the CSR how busy they are on Sundays and she told me her busiest Sunday ever was less than 6 calls ...

CGO
June 17, 2022
9:49 am
blake
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smayer97 said
Actually, Hubert never had Sunday support, AFAICT. BUT they definitely are decreasing hours...
And the spin....This is what they consider "...to offer the same exceptional service ...."!?!
Strange definition and spin. Do you take customers for fools?  

Lol.....they are not the brightest when you have their back against the wall. I don’t want to get into details but they will grasp at any excuse they can and try to sell it.......thinking they can fool you. I will always remember the bad service....so yes......they do take us as fools.

June 17, 2022
9:51 am
blake
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christinad said
What next? Are they going to say rates should be all the same? Actually i don’t know if they are different right now.  

Last check I did yesterday Hubert and Accelerate finally had the “same” rates.

So what will Peter have to upgrade Hubert and Accelerate as....Access?

June 17, 2022
9:57 am
Dean
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pooreva said

As of 2022.07.04 there will be no more Sunday customer support.

Monday to Friday: 8:30 AM to 6:00 PM
Saturday: 8:30AM to 4:00PM
Sunday: Closed  

A small reduction in hours, and one less day ... No big deal.

Surely we've got Bigger fish to fry.

    Dean

sf-cool " Live Long And Prosper " sf-cool

June 17, 2022
9:59 am
Norman1
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We will have to wait until after Access CU, Sunova CU, and Noventis CU merge.

We don't know yet what the Hubert and AcceleRate online divisions will continue as after the merger.

June 17, 2022
10:03 am
Dean
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blake said

Last check I did yesterday Hubert and Accelerate finally had the “same” rates.

So what will Peter have to upgrade Hubert and Accelerate as....Access?  

For the time being, Hubert & AcceleRate will continue to operate separately.

If and when they are murged together, it probably won't happen for some
time.

    Dean

sf-cool " Live Long And Prosper " sf-cool

June 17, 2022
10:08 am
cgouimet
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Dean said

A small reduction in hours, and one less day ... No big deal.

Surely we've got Bigger fish to fry.

    Dean

  

I agree but apparently not ...

CGO
June 17, 2022
10:12 am
blake
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Norman1 said
We will have to wait until after Access CU, Sunova CU, and Noventis CU merge.

We don't know yet what the Hubert and AcceleRate online divisions will continue as after the merger.  

Here is the full email. Would you not think the call centres are all merging and who knows who you will be talking to? Vs running independently but all on the same hours.

========

To better serve our members across Manitoba during the amalgamation process, on July 4 all existing credit union and subsidiaries’ contact centres' hours of operations will be aligned to offer the same exceptional service at the same time.

This means that effective July 4, the Noventis CU Contact Centre, Sunova CU Help HQ, Hubert Financial Help HQ, and Access CU Member Solutions Centre will offer full service from:

Monday to Friday: 8:30 AM to 6:00 PM

Saturday: 8:30AM to 4:00PM

Sunday: Closed

These hours of operation align with standard service hours in our industry and simplify the service experience across all three credit union memberships.

The decision to discontinue Sunday service for Sunova and Hubert members was based on low call volumes on Sunday, noting that staff would be better deployed during peak hours from Monday to Saturday. Additionally, it is important to Access Credit Union that all staff have the opportunity to enjoy time with their families on weekends.

Learn more about the merger of Access Credit Union, Noventis Credit Union, and Sunova Credit Union here.

--

Please note we will be closed on Friday, July 1, Saturday, July 2, and Sunday, July 3 for the Canada Day long weekend.

June 17, 2022
10:25 am
Loonie
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The handwriting is on the wall. One of the reasons they gave for discontinuing Sunday service was that the competition doesn't do it; also, Access employees want Sundays off - i.e. Access doesn't want to upgrade service to that of Hubert's, so it won't happen.
That's the whole point of Hubert exceptional customer service. Is there something wrong with that? A lot of companies put it in their mission statement, "to exceed customer expectations" etc, but Access seems determined to lower them. It's clearly Access that is calling the shots so far. Back when they were promoting the merger, they kept saying they would choose "best practices" from each CU. Hah! If Sunova was going broke offering service to 8pm on Sundays, they certainly never told us. I have often called between 6 and 8 pm CST.

Who do they think they're fooling? Some of the competition DOES offer longer hours even 24/7, but maybe not so much in MB.

June 17, 2022
10:37 am
blake
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Loonie said
The handwriting is on the wall. One of the reasons they gave for discontinuing Sunday service was that the competition doesn't do it; also, Access employees want Sundays off - i.e. Access doesn't want to upgrade service to that of Hubert's, so it won't happen.
That's the whole point of Hubert exceptional customer service. Is there something wrong with that? A lot of companies put it in their mission statement, "to exceed customer expectations" etc, but Access seems determined to lower them. It's clearly Access that is calling the shots so far. Back when they were promoting the merger, they kept saying they would choose "best practices" from each CU. Hah! If Sunova was going broke offering service to 8pm r on Sundays, they certainly never told us. I have often called beteen 6 and 8 pm CST.

Who do they think they're fooling? Some of the competition DOES offer longer hoursk even 24/7, but maybe not so much in MB.  

Exactly. Carefully chosen and documented words that did not go off script (that were not conclusive or a promise) for the customers or employees. Don't want to lose either, right yet, that is. After the merge is complete, the fat will be trimmed. Less employees, lower rates, more fees, etc etc.

Like paying same price for a can of beans but less in the can.
Like no more seniors days or pricing for seniors.
Like no more price matching.
We have been screwed royally by Covid decisions.

June 17, 2022
10:53 am
Norman1
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blake said

… Would you not think the call centres are all merging and who knows who you will be talking to? Vs running independently but all on the same hours.

The three call centres will eventually merge. But, not immediately after July 1:

Which contact centre do I call for assistance after July 1st?
Our teams are currently working on integrating our phone systems and processes to best serve our combined membership. Until this integration takes place, please continue to contact your respective legacy credit union the way you did previously. For reference:

Access Credit Union Member Solutions Centre: 1.800.…
Noventis Credit Union Contact Centre: 1.844.…
Sunova Credit Union Help HQ: 1.833.…

It could be a while. There is the matter of bringing together the three banking systems. Noventis is using the same banking system platform as Access. But, Sunova is not:

When will the technical integration(s) take place?
Integrating databases into a singular banking platform is a major system change and impacts nearly every aspect of the credit union’s operations. Noventis and Access are on the same banking platform and that database integration is scheduled to take place on November 18, 2022. The Sunova integration is tentatively scheduled for Q3 2023. Until these integrations, it will be business as usual for all members.

June 17, 2022
11:21 am
cgouimet
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I remember the good old days when banking was available all the time except between 4PM and 10AM, except Saturdays, Sundays, weekends, Statutory or Banking holidays and only if you drove to your local branch next door to the A&P.

I suppose I shouldn't be surprised by the incredible over-reaction to this. Time for a glass of wine and relax everyone...

CGO
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