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Member Survey Feedback

Member Survey Feedback

Thanks to your feedback, we are continuously working to perfect the way we do business. Above all else, superior service continues to be our top priority.

We’re excited to offer many new and different ways for you to take advantage of our products and services, and want the experience you have with BCU to far exceed your expectations. It’s just one of the many ways We’ve Got Your Back™.

Below you will find real member feedback along with personal responses from BCU business leaders that describe how we are putting your feedback into action:

  • “It seems that it's very difficult for BCU reps to access historical account data—why isn't this information available to them on a computer?”
  • “BCU should continue to work on improving the online system and mobile app. The website could be designed better.”
  • “Show me how to make more money.”
  • “Be up front with all information and time requiring to complete a home refinance.”
  • “What are the restrictions on ACH transfers between linked checking accounts at another financial institution?”


  • “It seems that it's very difficult for BCU reps to access historical account data—why isn't this information available to them on a computer?”

    Giving our members fast, hassle-free access to their accounts is extremely important. We recognize that making this happen requires empowering our members with easy-to-use mobile and online tools, and empowering our Member Relations Representatives on the phone and in Service Centers with the tools they need to help members quickly and efficiently.

    For the vast majority of member requests, resolutions are immediately provided. However, as with any financial institution, the range and complexity of potential inquiries vary, and often specialized functions must be involved. When this is the case, we won’t keep you guessing. Your Member Relations Representative will get back to you with an answer or update as quickly as possible.

    - John S.

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    “BCU should continue to work on improving the online system and mobile app. The website could be designed better.”

    We are always working to make our online and mobile experience better for our members and have introduced a number of improvements over the past couple of years: Online financial planning, free online credit scores, and Deposit Anywhere are just a few. However, we know that we consistently need to improve our website in order to provide the best experience.

    We are currently in the midst of a multi-year initiative to improve our website, Mobile Banking and Online Banking to give them a fresh design based on our members’ feedback. We look forward to launching our new website toward the later part of this year. This new design will feature improved navigation, a fresher look, and will be designed to work well with mobile devices so it’s easier to bank with us no matter where you are. Look for updates on our website or Facebook page regarding the new website launch and for sneak peeks of the site.

    - Scott S.

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    “Show me how to make more money.”

    At BCU, we have a team of Financial Advisors that can help you maximize your wealth and help you plan toward your retirement goals. To find out if our Investment Advisors would be a good fit for you, please visit your nearest Service Center or give us a call.

    Return on your investments is going to depend on the amount of risk that you are willing to assume, which is influenced by the time you have before you need access to your money. Your percentage allocation of fixed income, equities, and cash is determined by your goals, risk tolerance, time horizon and investment objectives. This investment allocation allows you to maximize your return and provide the best opportunity to reach your financial goals.

    - Jay B.

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    “Be up front with all information and time requiring to complete a home refinance.”

    Thank you for choosing BCU for your home loan financing needs. We have been working hard to expand our mortgage team over the past year to better support you. While there are many factors that can impact the documentation requirements and processing time of your loan, we are taking extra steps to ensure better accuracy at the time of application all the way through to your closing to help prevent unforeseen delays.

    We have made recent system enhancements to provide our Loan Officers with more detailed information about the documents that we will need from you in order to complete your transaction. Armed with these tools, our Loan Officers can set the proper expectations for you up front. We have also added additional loan checkpoints for our Processors so they can have your documents reviewed earlier in the process. This helps them to provide you with timely and relevant updates along the way.

    Keeping you informed from start to finish is very important to us, and we value our members’ feedback as we continuously look for ways we can improve our service to you. You will need to provide pay stubs, W-2s, tax returns and other documents depending on your mortgage. Your Loan Officer will give you a complete list of items needed from you once you have been approved.

    - Jonda R.

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    “What are the restrictions on ACH transfers between linked checking accounts at another financial institution?”

    For security reasons, the Credit Union places a limit on the dollar amount that can be transferred between institutions. The amount of the restriction varies due to previous credit history. If you receive an error message online, please call BCU for assistance or visit your nearest Service Center. You can also log into your account and use our secured messaging.

    - Greg K.

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