Hanscom Federal Credit Union Eglin St, Hanscom Afb

Used to be my favorite credit union but multiple problems with payments, ways to pay, fraudulent charges ( charges made to my debit card ), antiquated banking methods and poor customer service made me change credit unions. I used to have many fraudulent charges on my HCFU debit card, I haven’t had ONE in the 4 years at my new CU

I sent a question online as to why this credit union does not have connections with Zelle money transfer. I got an answer from a customer service representative, Pat, who is very ignorant and she did not bring my question to the headquarters for answers. She only responded that she doesn't know why, then she did not go any details, so that she can end my answer. Terrible customer service. The customer service representative, Pat, doesn't care to bring the attention to the headquarters for answers. Shame on Pat. I am very disappointed

Nina went above and beyond to assist with refinance on two auto loans. Excellent customer service and competitive rates. Thanks for everything!

This used to be my favorite credit union. But between poor customer service, lack of branches near my home and fees, now it's one of my least favorite. The website is not friendly to use. The mobile site is meh. Paying credit card bill is a PITA. Seems like no easy way to set up a payment from a non HFCU account. Speaking of credit card, they changed the rewards system so now you have to reapply for the rewards card, even if you have been a member for 10+ years. Very disappointed in the direction this place is going.

Be aware that they don't explicitly inform you that they are running your credit. Just responding to an email gives them permission. I was inquiring about an offer via an email and they ran my credit then called me. I expect this from a traditional bank but did not expect this type of deceptive business practice from the HFCU. I've been a member for over 50 years and hope they change their policy to be more transparent and member-centric -as they have been in the past.

I have been banking with Hanscom Federal Credit Union for about two months now and it has been nothing but trouble. I will not be banking with them anyone after a phone call I received. Basically I was trying to move funds from my savings to my checking so that a few a bills can clear. I couldn't complete the transfer online so I called their 24 hour customer service number. However, the customer service representative wasn't able to find my account with the member's ID; which is on my statement. I emailed them a description on what happen and this is the resolution phone call: A woman called me and asked me about the situations and her only response was that their is a limit for savings transfers. Which is fine, but how come they couldn't find my account? I was told to call if I had an issues again (happen before but not this bad). After preaching to me about banking rules I explained to her that my education and work background is in banking and that I knew. Her final response was that she was happy that I have a fancy education but it doesn't mean that I knew about the transfer rule and nor does my work background qualify. There was nothing but sarcasm and quick passive aggressive responses. My tone was calm and I just wanted to explain what happen. It's disappointing that a local Military financial institution would talk to someone in such a way they did to me today, especially soemome who once served. I am closing my accounts shortly. Military bank? They are missing some core values.

My experience applying for a mortgage refi was poor. They got my income wrong. Failed to respond to my requests (rate lock, updates, questions, underwriting) in a timely manner. The assessor was pushy and 2x the cost of my other refi app. My experience with another bank where I'm currently going through the process is very different (SO glad I submitted two applications). HFCU may have the lowest rate but that comes at a cost.

Really nice staff, clean facility and quick service (in person). Only reason for the 4 stars is they rarely answer the phone. I've been trying for two days and finally reached someone. If you want to reach them, you will need to go in-person. BUT the service is fast and straight to the point and thats something I appreciate.

I was a member with them for 5 years. During that time I was treated poorly by phone staff and in person. There attitude is that they're not there for you, but I as a customer am there for them. I don't see how that makes sense. I had 2 personal loans, 1 credit card, a checking account and a savings account (all in good standing). When my credit card and debit card expired I didn't think much of it. In the past year I've been more cognizant of my credit score and ways to positively influence it. I reached out today to get a new credit card issued so I can use it and boost my credit score. I was told over the phone that my credit card was shut off. I told the representative that, that information is a mistake. She told me the card was shut off in 8/2015. I immediately logged onto the website and mobile app to investigate this information. In July I was charged a late fee, but then a week later was reversed. Now this was 2 years ago and not something I remember because it's so insignificant. I explained to the rep. that I must have been charged a late fee by mistake because I made a payment (which the app and website shows) on time. I pointed this out to the representative who informed me, "that doesn't matter". When asked to explain why it doesn't matter she said her system shows I was late. Again when asked to clarify how the system says that but the app doesn't, she said that's just the way it works. At this point I'm beyond frustrated. The call center representative transfers me to a loan officer (after I stated I did not want to apply for a new credit card and wanted my old card reactivated.) who tells me that I was mailed something and called back in august saying I have 10 days to make my account current. I explain to the loan officer that I've never been late and that all my accounts have been in good standing and to reconsider this otherwise I'll have to take my business elsewhere. Without hesitation the loan officer told me I can find the proper paperwork online. Does that sound right to anyone else? I ask for the representative's name (which should say something about their level of professionalism since they cannot properly greet customer or treat them with respect). She refused to give me her name until I gave her mine. This is 5 minutes into the phone call with this woman. Again, does that sound right to anyone else? I give her my first name and she wants the whole thing, now I sense she's being petty so I ask to be transferred to her supervisor. After a long wait a gentleman named Mr. Evans picks up. I explain to him what I experienced and at this point set on closing my accounts. I asked if he could mail me the proper paperwork for the process. He informed me that all I needed to do was fax him a regular white piece of paper asking to close my account and a signature. Again I'm baffled by this. I explain to him that it's a bad image for HFCU to not even investigate or help out their customers. This issue is not the first time I've had problems about their system messing up. It's the 3rd time and in every case the representative has admitted that HFCU's systems is deeply flawed and "a lot of customers" have issues with it. I'm not going to assume anything, but it should speak for itself. I would 100% recommend everyone from staying away from this poorly run institution. It's even sadder because I was stationed at Hanscom and interacted with some great staff there. When I was active duty they bent over backwards for my business. A lot has changed since 2012.

I just had a good interaction with the management at Hanson Federal Credit Union, and now I want to share this experience! When changing a loan over to HFCU, a check was marked as never received by the old loan processor. A “Stop Payment” order was issued, and a new check was mailed by HFCU. In the meantime, a negative mark was placed on my credit report by the old loan processor. That negative mark brought my “On Time” score down only one percent (99% versus 100%) – yet that had a significant impact on my total credit score. I contacted HFCU and asked for their assistance in straightening out exactly what happened. They immediately sent a letter for me to the old loan processor, who investigated and corrected the negative mark to four different credit reporting agencies. My credit score immediately jumped 33 points to 721, the highest I had in years! Thank you, Hanson Federal Credit Union!