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October 2023 by Steve M.
The Customer Service has gone downhill steadily for the last few years. The face to face contacts require you to provide a drivers license to help the tellers properly and accurately identify the members and to make sure they have the right account - (if you have an account you are a client and a member of the Credit Union) Let's see, if I give you my account number, my ATM card and the facts of my last bank transaction - won't that be sufficient to verify I am who I am. Or We could setup a PIN. But wait that still means we don't expect the tellers to get to know or recognize "clients. Maybe the IT department could install a biometric device to read a fingerprint like I have for My IPhone Sorry, it just not how I want to bank. I'm moving my account to either TD. And or Community Bank.
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September 2023 by Meghan R.
Highly recommend you don't do business with them. Heritage sent me a letter in the mail about "pre qualification" awesome I'll give it a go I've had my car for some time maybe there's a lower/better rate. Mark sent me a message after I applied for my refinance that he already had me matched with a few lenders. I mixed up 2 numbers on my application as I have slight dyslexia, he then tells me that everyone has denied my application...after he told me he already had me matched and he was putting numbers together. I fixed the numbers that I had mixed up on my application for him to tell me that they'll get back but the end of the month is busy for "new applications only" so I may not hear back as quickly as my first application...fine no big deal. It has now been a month. I feel like I've been pretty patient and I saw good reviews about the company before I had applied. However, this is just my experience. Take it as you will.
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March 2023 by Jill D.
Horrible customer service. On two occasions throughout the time we had a loan here, I had to deal with very rude, condescending customer service members. I would not recommend this bank.
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August 2022 by Lee M.
Would you bank here? I opened a checking account at Heritage Family in January. From the start, it did not go well. A debit card was to be issued within "a few days." After 10 days and no card, I inquired at the Brandon branch and discovered that the card had been sent to a deficient address and that because it was a bank card, it could not be forwarded and would be returned to the bank; I had given Heritage my correct mailing address when I opened the account. The manager assured me that she would correct the problem and get back to me in 3 days. She did not acknowledge the bank's oversight nor did she call. Finally, 3 weeks after opening the account, a debit card arrived; 5 days later--and 2 plus weeks after her promised call--the manager called asking if I had received it.Here's my greater concern. Unbeknownst to me--and certainly without my authorization--Heritage Family ran a hard credit report on me. I discovered this in April when another financial institution updated my credit standing. I'm 78 and have an Excellent credit rating. I was opening a basic no frills checking account, not applying for a loan or a line a credit. But because of Heritage's inquiry, my credit score took a several point hit and the inquiry will remain as part of my record for two years. That's unacceptable. I contacted Customer Service with a request that Jed Kenyon, the Allen Street branch manager, be in touch with me. Two weeks and 3 requests later, Mr. Kenyon wrote with his contact info.I wrote a 2 page email sharing the above information and requested that since I had not authorized a hard pull of my credit report, that Heritage contact the appropriate entity and withdraw that request so that my credit score could be returned to its rightful value. Six weeks later and I have not heard from him.Let's laugh. I handed the teller my deposit slip and check. She keyed in some numbers. Then again. Finally, after a third attempt, she told me she could not find my account. She pointed to the hand-written numbers she had entered. I told her they were today's date. As with most deposit slips, my account number is in the lower left corner. Arrogant. Incompetent. But, oh, so humorous. I closed that account and opened an account with a financial institution that is trustworthy, respectful, competent, and professional. Incidentally, they minted a debit card while I waited; I activated it 15 minutes later; and 2 hours later I was making purchases with it. Thank you, Bank of Bennington.
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May 2022 by Amy Moore
Terrible. I have made a bad review for Heritage before but since they are so tied with the community and do good things I have never posted it. I have been told by countless people that they never have had issues and that has also held me back from sharing my experiences and issues. I have constant issues. They have an antiquated system and it just keeps getting worse. The app never works properly for anything especially mobile deposit (which you have to pay for unlike most banks and it is done manually by a person who keys it in twice a day, how’s that for Stone Age?). When mobile deposit doesn’t work you have to drive to the bank, they cannot help over the phone in any way. This is a 45 minute drive for me. The app also never updates, so I am unsure of its security. I have also had issues with my bank account info being stolen in the past and it took them 10 days to get back over $1000. Transfers and transactions are extremely slow and customer service is slow and often very rude. They do not work well with Venmo transfers either and do not provide instant Venmo deposits… the list goes on and on. As a self employed business owner in Rutland county, I feel extremely ignored and used. I do not like making bad reviews for local institutions but this cannot be ignored and my hope is if this is seen maybe something will change .
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January 2022 by Eric F.
I'm new to Vermont from Arizona and absolutely love everything about Vermont with the single exception of HFCU. I've found their practices to be demeaning, wrongfully judgmental and even profiling certain members like myself as assumed criminals. As I've never been in any trouble with the law with the exception of a few driving tickets in my 63 years, I was actually profiled by the arrogant and condescending CEO, Matt, in a phone conversation we had over an outgoing wire that I processed with a banker at the Allen Street branch that was later blocked and my money was then put on a 10 day hold whereby I have no access to my own money. Unfortunately, the person at the top, CEO Matt, is the reason why I have zero respect for the man and the credit union as the ridiculous policies and procedures that the lower level employees are forced to follow, even though I'm quite certain that most of those employees know how wrong those practices are but have to follow them as the man at the top has created the absurd policies and practices. As the phrase goes, a fish always rots from the head down. This couldn't be more true than the example of the fish head being the simple minded, arrogant, condescending CEO of the organization, Matt. I actually feel sorry for the employees that have to work under this vile man. It's no surprise that HFCU only has a 2 star rating on Yelp.
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November 2021 by Lindsay Perry
Doing business here is always frustrating. Takes 10 times as long as other banks to process transactions, systems are constantly down, teller lines & customer service wait times are excessively long.
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July 2021 by Winter L.
Over the last 2 years I have complained multiple times about general incompetence, only to have the issues remain or even get worse. Nothing is ever the banks fault, even when it is. Even getting a straight answer is difficult as answers vary daily an according to who you speak with. I've been given attitude by tellers, call center staff and even a VP. Their strategy appears to be blame the merchant or retailer for any errors and just lie when that doesn't work. After several years banking here I can say with confidence that the management is not good, the outdated and inefficient computers and softwares also don't help. I feel like I have been condescended, lied to and even that the bank has retaliated against me for complaining. I would describe the services provided by this bank as amateur, inconsistent, outdated, unprofessional. They have zero internal accountability and are staffed almost entirely by young women who are quite friendly but poorly trained, and older women who are not very friendly but also poorly trained.
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June 2021 by Winter Levine
Their computers and bookkeeping abilities are seriously lacking. There are major issues with processing times for debit transactions and the quality/usability of the debit cards themselves.
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March 2021 by Craig O'Dell
Terrible ! I have always used them for all my vehicle loans in the past, I have been trying to find a loan officer to work with that will email or call me back, the place has become a joke! All they do is push me off, hard to contact, never return emails, never return calls!
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February 2021 by JG Eckel
Very friendly staff, willing to take the time to help you with your problem or questions.
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December 2020 by Liam S.
Shannon is rude and completely unhelpful. She also hung up the phone on me with a great deal of attitude. Worst employee I've ever worked with at heritage.
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April 2020 by Irene Orlando Goyette
I have been extremely happy with the service and people at HFCU. I recommend them to everyone.
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January 2020 by Chad Vince
I had the best experience ever while getting a loan and working with Heidi sweet on Tuesday 1/14/2020 she made it easy and I was able to do everything I needed from my phone and email thank you very much!!!!
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November 2019 by Christi Burke
Been with the bank for 8 years and was just told “we treat everyone the same” because the refused to refund an unreasonable fee. AKA we are unwilling to consider any unique circumstances. Despite being a loyal customer for 8 years. As soon as I tie up some loose ends I will change to a bank who actually works with their customers
