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April 2024 by David Dor
I have been with Hanscom Federal Credit Union over 5 years now. I have never had a problem. I actually had a car loan with them first. Then I got card with them. Why get a card with a big bank where you have to pay interest over 20% when you can get one here without the high interest. I have always paid on time. I have visited their Burlington branch multiple times when I lived in the area. The website and their technology could be a little bit better.
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February 2022 by Steve S.
Unfortunately zero stars is not an option. I applied for a HELOC as a bridge loan for a home I was purchasing. The application process was a nightmare. The representative was non-responsive and disorganized which made the process much longer than it should have been. I was told by the same representative that this was an interest only loan. After closing I found out that she had set up the loan as interest plus principal which nearly caused me to get denied for a mortgage and lose the home I was under agreement to purchase. On top of this, it takes 20 or more minutes to get someone on the phone and when you finally do the employees are unfriendly and not interested in helping. If you are looking for a friendly credit union who can help you with your financial transactions, I would strongly advise looking elsewhere.
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July 2021 by Tony Ciampo
Always great service!
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February 2021 by Roanna B.
Terrible!! ...I am paying out an arm and a leg in monthly loan interest. This is NOT what I signed up for on my loan. Be careful what you sign!! ..apparently there are pages and pages of bank small print that will change everything..noone will educate you about your loan, then noone will help you if you have a problem. After reaching out numerous times, I finally got help, BUT of course it will take MONTHS to change to an interest only loan. In the meantime I am forced to pay outrageous monthly fees/interest. I will never do business with HFCU again. What a nightmare.
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August 2020 by Vance C.
I'm really happy that I don't review companies after my first experience because of things like I am about to describe. I was directed to Hanscom Credit Union for a home equity loan by someone who had a great experience doing the same. The home equity department was incredible. Even during this COVID fiasco the process was easy and they bent over backwards to get it done before my wife went out of town for a month. I was considering moving all of my banking accounts to Hanscom. Fast forward to my present situation with filling out an application for a mortgage refinance. After a few days I received some pretty standard docusign documents. However upon reviewing my closing costs I realized that even though my credit score is almost 800 averaged across 3 reporting agencies and over 800 in one of them; they are using 1.875 in points to give me a percentage rate almost a full percentage point above what other financial institutions are advertising (with no points). This would cost me almost $8,000 above the closing costs of $2,073 (I was expecting between that and $2,500) It took me 3 weeks to get one of the 3 people working on this mortgage to even answer an email, a month now and not one phone call has been answered or returned by these people. Yesterday I called and spoke with 3 different managers until I found one who promised me that I would receive a call back by a manager from the mortgage department. It is now 4:37 pm the next day I have called and left messages with no response. I understand if you are ashamed of your establishments predatory loan practices but, all I want to do now is have you close out this application and never run my credit again so that you don't drive it down with unwarranted requests! Points are fine if you're going to give me a 2.9% interest rate and my credit score is 600 or less; I would have been over the moon excited. However, I have a pretty decent credit score, I don't need points to get a 2.9% interest rate in this market and definitely not the 3.25% rate I was offered with 1.875 points and $9,287 in closing costs. This is predatory lending. I've had an easier time dealing with the RMV and National Grid lately.
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August 2020 by Regina D.
This is the most dreadful and incompetent financial institution on the planet. I opened a simple savings account so I could occasionally withdraw cash at my workplace, which has a Hanscom ATM (which, by the way, cannot even accept deposits). They have proceeded to send me an ATM card that cannot be activated. There is a sticker on the front with instructions to call an 800 number to activate, but the activation process asks for a 3 digit security code on the back of the card. The card they sent me does not HAVE a 3 digit security code on the back. It is not a credit/debit style card, it is a plain old fashioned ATM card. I have spent 2 hours going back and forth with customer service and NOBODY can figure out how to activate this card. Eventually they told me they would call me back but instead have blown me off. In the meantime they have been debiting my account by a $6 per month "inactivity fee" that I NEVER recall having agreed to. They do not enable online transfers from savings accounts, and since they cannot supply me with a working ATM card, they essentially are holding my money hostage and making it impossible for me to post any activity. The only option I have is to drive for a half hour to get to a branch and try to do a withdrawal at a teller window. Well that is not going to happen. Since I have to go to that much trouble, I will be telling the teller to CLOSE my account.
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July 2020 by Paul Meehan
I use to love this bank and have referred so many friends here but things have changed, I’ve had many MANY issues here but my biggest is during the pandemic. I was out of work for 12 weeks waiting for unemployment and this bank charged me over 600$ in fees while my other banks waived fees without me even asking. I called the customer service line and explained the situation the lady was extremely rude and said “we’re only giving you $220 back” i replied that’s it? She then said “ that’s not good enough fine 120$ goodbye” and hung up couldn’t get a name at all. I don’t understand how someone that doesn’t even know me can be punishing me with my own money? Especially going through the times we just did, Just talking to a customer like that alone isn’t right at all. This level of customer service is totally unacceptable and i will be leaving.
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June 2020 by Fox H.
Absolutely disgusting predatory practices. They claim they are "nonprofit" but they function as a for profit bank. They do not care about their members; they only care about charging insane fees so the CEOs can get enormous salaries (trust me, I know this for sure). They will pounce your account without your permission and take EVERYTHING IN IT - HUNDREDS of dollars, and when pressers why, will respond "well, legally, we can." They will take all your money, intentionally overdraw your account, and then will start charging you overdraft fees that THEY incurred. They do this just because they can, and don't care that the money they took was for food and housing. They will kick you out onto the street without a second look. Whatever you do, do NOT open an account with Hanscom. I am telling everyone I know to close their account, and turns out everyone else has similar stories, so this is not a one-time issue. This is their standard business practice. Absolutely disgusting. Oh, and don't try to apply for a loan during COVID- they will only approve you if you already have the money in your account. If I had the money, why would I be applying for a loan? RUN from this place.
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June 2020 by Will Currier
We have always received good service at HFCU. Thank you.
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May 2020 by Ali S.
If I could give 10 stars I would. I've never experienced such outstanding customer service from a bank! I had been with HCFU for my car loan and contacted them for the PPP loan. Almost immediately after I inquired through their online form, Phil called me to follow up- on a Saturday! He laid out all the following steps and answered all my questions and concerns clearly and with confidence. Phil responded to every outreach in a timely manner, and made it as easy as possible the whole way though. He connected me with Alberto at the Bedford location who set me up with a new account- also on a Saturday! The whole experience was easy, friendly, and absolutely instrumental in enabling me to carry on business operations through COVID-19. I have a number of accounts through 5 other banks- none of them has ever been this easy to work with, let alone able to facilitate the PPP loan so quickly.
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July 2019 by M C.
Nice modern office, great people and efficient process. A quick note of thanks to Eric for the incredible timeliness in processing my documentation. I was suitably impressed by your thoroughness, professionalism and efficiency when I visited your branch.
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July 2019 by Kyle M.
I wish a 0 star rating was an option. I served in the AF for 4 years and got suckered into using this bank because they were on base (Hanscom AFB). I had an auto loan with them around 2011-2012 and it is still biting me in the butt. I missed a payment because guess what, they don't mail you out monthly statements and they were so quick to report it to the credit bureau that in 2019 I'm still being haunted by it. What prompted me in writing a negative review today, I was turned down from a re-fi auto loan due to this (even though my credit score is great). So don't let them near your money because they are not helpful and are quick to blame you, yet won't say sorry for their mistake. My only advice is to do the military members of this great nation a service and close down your credit union. I tell all my friends at Hanscom to avoid this awful institution.
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April 2019 by Daysiane Urban
Very disappointed with management!
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December 2018 by Andy T.
This is a terrible institution to deal with. As a credit union for government employees they are supposed to put you, the member, first. That is a crock of sh*t. They are worse than any bank that you could choose to deal with. They are unhelpful on the phone (if you can reach anyone), their systems are terrible and antiquated, and they seem to make it a point to be uncooperative. My advice is to go find any other bank or credit union that actually will care about you as a customer. As I write this, I am trying to close our accounts. We cannot do it online because their system is a about 30 years old and the phone representative is so incredibly un-helpful that it is almost as if it's on purpose or a practical joke.
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September 2018 by David D.
I originally became a customer of HFCU through the MassSave 0% loan program. After dragging my feet to link up with a financial institution, Hanscom was absolutely phenomenal. The loan process was super easy and every person I worked with was caring, efficient and knowledgeable. I had such a good experience that when we needed another loan, we decided to go back to them. The second experience was overall just as good as the first. Really appreciate the fact that they treat you like a person and they get the process done in the timeline you specify. A special shoutout to Anna Metrik who helped close our loan on time even after one of her employees (who we were working with) needed to go out on an unexpected leave.
