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September 2023 by Bill Thoms
Long wait time on phone to reach customer service.
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May 2023 by Misha Huntington
what kind of bank can't get into their own vault?
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March 2023 by Zach Vandermeer
Had a pretty awful experience with Phil and Susan. I recently paid off my autoloan with Hanscom via their Loan Payoff feature - please note this is separate from a loan payment. The payoff feature locks the amount to be paid and states the total including interest. Nowhere does it state that it's not actually the payoff amount as I was told by Susan then Phil. My payoff went through and I logged in to the app to double check and was surprised to see a balance on the loan of 25 cents. I was told this is because of the time between using the payoff feature and hanscom processing the payment that it accrued interest during that time. Despite the fact that I used the payoff feature which pays principal and interest. I was then told that the payoff feature is only good for that moment in time and that the 25 cents was valid and owed. I asked if they could do a 25 cent courtesy credit as nowhere does it state that using the payoff feature labeled "Payoff" with the specified payoff amount won't actually pay off the loan and that it'll continue accruing interest despite having paid the full pricipal+interest due. I was told no because Phil felt this was a valid debt and that that's just how it works. I was told that if I call back that he's let all of his subordinates know to transfer me directly to him because I clearly haven't gotten it through my head and just don't get it. I asked to speak to his manager and was told the only person higher than him is an executive. I asked to receive a call back and was told he informed his executive of the request. I did reach out to the Massachusetts Attorney General as well with regard to the interaction with Phil who was very rude and the fact that "Payoff" doesn't mean payoff, that despite paying the full principal + interest they continue to charge you interest until they finish processing that payment as they "don't know your intent" as Phil told me. I don't understand why this wasn't as simple a resolution as a 25 cent credit, which would've kept me as a customer and led me to recommending them to others. Now I'm left with a bad taste from what I can only assume is poor customer service because I paid my loan off several years early and they'll lose out on extra interest that would've been generated. I'm very frustrated as someone who works in customer service myself I've processed credits in the hundreds for customer satisfaction and lack of clarity let alone 25 cents. Unbelievable.
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November 2022 by D B.
Extremely helpful one of the many credit unions used by AAA for loans.Had a great experience with my auto loan.Great rates and good service
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September 2022 by Michael Andersen
Terrible Terrible Terrible. They won't let you use your temporary ID from the RMV to withdraw money. Even your expired licence is not acceptable? I go there all the time yet now they don't know who I am? So I was that person yesterday but not today? You can't get to your own money.Horrible policy. I will be moving my money asap.
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July 2022 by Gregg Poirier
So I am actually a Finance Manager of a Car dealership, and have been for the past 10 Years. I have working with Hanscom's indirect lending department countless times, but never the branch. Let me just say, they did not skip a beat with the quality of service I was given. I was getting an auto loan for another dream car, and Julie Colon at the Hanscom Beverly, MA branch was diligent, attentive and got the loan done. Every step of the way she kept me posted and ended up getting me a 5% lower rate than I was getting quoted by other banks. I closed in less than 30 Minutes, and flew down to Washington, DC to purchase my car. Hanscom Federal C.U. is without a doubt one of the best Credit Unions in Massachusetts, or further out. If you have not given them a chance yet, please do so, you will not regret it! Thanks again for everything Julie and the Hanscom Fed. C.U. Team!
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March 2022 by Supreme
Rude customer service. I felt uncomfortable in there.
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May 2021 by Michele Wood
The customer service is HORRIBLE! I would rather deal with the RMV than this place. Regardless of the office I call, I am routed to an automated system with a recording that states, "we are extremely busy and be with you shortly." Yeah, well guess what? The customers are busy too and placing people on hold for 20 minutes is not acceptable.The red tape with this place is unbearable. Take your business else where. They are not worth the headache.
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April 2020 by Richard Comeau
No understanding for its members during the Covid19 crisis. Go elsewhere
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April 2019 by Dan Boschen
Very pleasant experience and fantastic rates/packages. It is also great that when you call a person always answers the phone right away!
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February 2019 by Steven Donovan
Horrible customer service!
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September 2017 by Nicholas Cumbo
great auto loan experience! Fantastic rate.
