I wrote the open letter to USE Credit Union this morning, as it developed out of an actual e-mail I was writing to the hotline address. It had apparently been irritating me for a while, because it really flowed. Bad web design is not a felony, but all the interfaces for handling money should be optimized for the actual user. That includes in-person tellers.
I deposited a check yesterday. I also made a small withdrawal, just $20. As I was walking to pick up bagels, I checked my account on my phone. It didn’t reflect my deposit, nor did it reflect my withdrawal. Since it was a personal check, I thought that maybe it would take a couple of days to clear. And because it was Saturday, maybe my withdrawal would register in full until Monday. I made a mental note that modern banking really sucks, and went along my way.
After I wrote that letter this morning I went to a café with Susan and Clover. As Clover was waking from a nap and I was sipping tea, Susan read something on her phone, looked up at me and asked, “Did you transfer me $500?”
My jaw dropped. She continued, “And… withdrew $20?”
What. The. Fuck?
I don’t give tellers my member number, I hand them my debit card, so there shouldn’t be a verbal misunderstanding. I didn’t tell them to deposit that into Susan’s account, which allows me to make deposits. And I certainly didn’t ask them to give me money from Susan’s account, which is insane.
I am so done with that credit union. I know of another one nearby that friends use, so I will try it out. I am going to close my account at USE as soon as possible.
Dear maiki,
Thank you for sharing your feedback yesterday on your blog and via USE Credit Union’s President’s Hotline and Member Service email. On behalf of USE Credit Union, I apologize and regret that you did not have a positive experience during your branch visit yesterday. In reviewing your transaction with Retail Services, we identified that our teller made a human error. We acknowledge that we made a mistake and we’re taking it seriously. I personally apologize for this error and branch management is taking action to ensure that the teller involved receives additional training and coaching to ensure this error is not repeated. In pursuing action to correct the error, it was brought to my attention that you addressed it within your online banking service. Please reach out to me if there is any additional action we can take to make it right.
You also shared feedback regarding USE Credit Union’s website. The tactic of displaying a pop-over message in front of our online banking login is a communication tactic that has proven useful in communicating critical notices to our members (based on previous experience). You shared that you access the site daily (thank you for that), so it’s understandable that for the approximate two week time-frame that this is active, you find it disruptive to your online experience. Most members don’t access the site daily which is why this communication tactic was planned in an attempt to notify as many members as possible in advance of a significant change to their online experience (a new website launch and changes to online banking navigation).
Regarding the session-based bar promoting USECU’s mobile apps, we agree that this can be better executed and plans are underway to enhance it.
The current (and future) website is designed to be compatible with the operating systems and browsers most commonly used by our members and the most popular in the online space. While currently there is no development plan to support the operating systems you list, we will continue to monitor accessibility and usage data and listen to user feedback. The reference to IE-only compatibility pertains to an online loan application module. We agree with your assessment and we’ve been working to expand compatibility.
As for social media, USECU (like many other financial institutions including credit unions) is present on Facebook and Twitter as a way to communicate with those who want to engage with USECU in the social space.
USE Credit Union continually monitors feedback shared by our members. Credit Unions take great pride in their commitment to excellence in member service and delivering on the “People Helping People” philosophy. It’s feedback like yours that helps management take the necessary corrective action to ensure that USE Credit Union delivers quality member service.
Thank you for sharing your valued comments that will help us improve our in-branch operations and online member experience. Your voice matters. We’re listening and we care.
P.S. A copy of this reply has been emailed to you as well.