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Past Member Feedback

Past Member Feedback

We take pride in working to make improvements for our members, by surveying them and listening to their feedback. Read what members are saying, and what we’ve done as a result:

  • Members have requested to receive CD and IRA dividends quicker.

  • The Credit Union should offer a Credit Card that gives cash back.

  • Debit and Credit Card CUReward Points shouldn’t expire so quickly.

  • Members requested that the Credit Union start offering student loans.

  • Members had various questions and concerns regarding loan application documents, and communication on the status of Home Equity loans.

  • The Credit Union should have more convenient branch locations.

  • Members had difficulty downloading account transactions into Quicken from Online Banking.

  • Members had several ideas on how to enhance the Web site and Online Banking.

  • Members are being impacted by the economy.

  • People are sometimes confused about who exactly is eligible for membership.

  • The Credit Union should have longer hours to make it more convenient.

  • The Credit Union should have more convenient branch locations.

  • Feedback: Members have requested to receive CD and IRA dividends quicker.

    Response:
    The Credit Union has automated this process via ACH. Members are now able to receive their money electronically the next day after the dividend is disbursed, compared to waiting 2-3 days for the check to arrive through the mail.

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    Feedback: The Credit Union should offer a Credit Card that gives cash back.

    Response:
    This summer we introduced the Visa® Platinum with Cash Back Credit Card. Members can earn 2% back on purchases at restaurants, grocery stores, and automated fuel dispensers, and 1% on all other purchases. The cash back earned is automatically credited to the member’s Credit Union savings account on a quarterly basis.

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    Feedback: Debit and Credit Card CUReward Points shouldn’t expire so quickly.

    Response:
    We have extended the expiration date from 3 to 5 years, so members now have more time to save and redeem CUReward Points.

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    Feedback: Members requested that the Credit Union start offering student loans.

    Response:
    The Credit Union was proud to begin offering student loans to our members in October. We’ve partnered with Credit Union Student Choice to bring you all the information you need to obtain a student loan. Through the Student Lending Center, members can learn more about our favorable terms and low rates compared to alternative student loan choices in the market today, as well as get a quote and apply online.

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    Feedback: Members had various questions and concerns regarding loan application documents, and communication on the status of Home Equity loans.

    Response:
    We made many improvements in this area, like revamping specific documentation related to auto loans and home equity loans, to add clarity. Also, a process has been created where an email update is sent to members alerting them that their Home Equity loan application is being reviewed, who their closer will be, what type of services are being ordered, and what the expected time will be before they receive a closing call.

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    Feedback: The Credit Union should have more convenient branch locations.

    Response:
    Along with the many ways to access your Credit Union if you aren't near a branch, one of the fastest growing areas is our Shared Branching network. We’re happy to announce that there are now 14 new Credit Unions in the network, creating 39 new shared branching locations in Puerto Rico. We've partnered with other credit unions across the nation to leverage their locations. We refer to these as our Shared Branching locations. Members can perform many of the same transactions within our Shared Branching locations just as they would within our own Service Centers. To find the Shared Branching location nearest you, use our online locator guide.

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    Feedback: Members had difficulty downloading account transactions into Quicken from Online Banking

    Response:
    The Credit Union has been working with Quicken to resolve issues with downloading account transaction information on certain accounts using the "One Step Update/Express Web Connect" function within Quicken. We are happy to announce that, effective immediately, Quicken has resolved the issue and members can now successfully download data directly into Quicken.

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    Feedback: Members had several ideas on how to enhance the Web site and Online Banking.

    Response:
    Below is a list of enhancements that are available now.

  • A complete redesign of the look and feel of the Web site
  • A Mobile Banking Web site which can be found at http://m.bcu.org for easier access to your Online Banking
  • A special News & Events section for updates on the economy and timely credit union information
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    Feedback: Members are being impacted by the economy.

    Response:
    Your Credit Union has numerous resources for you, including:

  • Free and confidential financial counseling and education available by speaking to a counselor on the phone through BALANCE
  • "Your Life and the Economy" articles dealing with topics from investing, the economy to debt management by independent contributing writer, Patrick Catania
  • Numerous other articles and calculators within our Financial Resource Center all designed to provide you with more information regarding financial issues
  • Consolidation loans
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    Feedback: People are sometimes confused about who exactly is eligible for membership.

    Response:
    There are many ways for your friends, family members or co-workers to become members of the Credit Union. In order to become a member, you must meet one of the following criteria:

  • Be an employee of one of our Select Employer Groups
  • Be a family member of an existing member
  • Live or work in Lake, McHenry, Cook County (north of Route 58), IL, the Village of Schaumburg, IL, Kane County, DuPage County, and Kenosha County, WI.

  •  View eligibility details.

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    Feedback: The Credit Union should have longer hours to make it more convenient.

    Response:
    We routinely monitor our hours and staffing needs to accommodate member traffic both in person and on the phone. Some branches have revisited this and made changes to better serve the members either in staffing or modifying their hours. In addition, we plan to roll-out a 24/7 call center with access to a live agent in August 2009 to better serve members when standard business hours aren't ideal!

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    Feedback: The Credit Union should have more convenient branch locations.

    Response:
    Here is a list of the many ways to access your Credit Union if you aren't near a branch.

  • Our Web site is available for Online Banking, loan applications, research and learning, and more!
  • Using a Web-enabled phone to access our Mobile Banking site gives you access to your funds when you're away from your computer
  • Telephone Teller is available by calling 800-944-8143
  • Member Relations (with 24/7 member service coming in August 2009)
  • Shared Branching locations continue to grow - 3600 branches that you can access. Find one near you.

    The Credit Union primarily serves employees of "sponsor" companies and their immediate family members. Because we serve such a select group of companies, we have built branches that are located either on-site at their facilities, or close by so that it is convenient for those members to do business there.

    For those members who have joined through other avenues or no longer work for our sponsor companies, we have partnered with other credit unions across the nation to leverage their locations. We refer to these as our Shared Branching locations.

    Members can perform many of the same transactions within our Shared Branching locations just as they would within our own Service Centers. To find the Shared Branching location nearest you, use our online locator guide.

    We'll continue to monitor the branch situation and open new branches where there's a clear need. We'll also continue to improve our online services, and expand other ways for you to remotely access your accounts.

    We look forward to hearing from you on how we can make the Credit Union your essential financial partner.