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Member Survey Feedback

Member Survey Feedback

In late 2009 we made several improvements in response to what our members requested through our surveys. Read what members are saying:

Feedback: The current economy is bad! The Credit Union should do more to help members in financial distress.
Response: The Credit Union understands that personal financial difficulty can be stressful, but our goal is to help our members achieve their financial goals and dreams and offer as many ways as we can to take that first step towards success. We have a few alternatives-absolutely free of charge.

For members that would like to discuss their loan and share accounts, we have financial solutions representatives that can be reached at 800-899-8059. They take great care to invest the time and attention necessary to fully understand a member's difficulties, identify solutions, and help find that light at the end of the tunnel.

The Credit Union also provides BALANCE Financial Fitness program for our members, which is a confidential financial education and counseling service. BALANCE counselors can be reached at
888-456-2227, and members can ask a variety of financial questions, review credit reports, and get advice on how to better manage their finances.

Feedback: Members have expressed difficulties in downloading their Online Banking transactions into Quicken.
Response: The Credit Union has worked with Intuit®, the makers of Quicken®, to eliminate the difficulties members have had with downloading transactions into Quicken. Members can now download transactions automatically through a process called Express Web Connect. Because Intuit policy only allows support of Quicken 2008 or higher, the Credit Union is only able to support these versions. If you have an older version of Quicken, you will need to upgrade your version to use this service.

In addition, the Credit Union will soon have a Quicken self-help area on our Web site. This new area will include links to:

  • Step-by-step instructions to set up Express Web Connect
  • Links to the online support forum called Quicken Community.


    • If you are still encountering any problems, please contact our Remote Services Specialist at
    800-388-7000 x8412.

    Feedback: Members were disappointed when they were traveling abroad and found their Credit Union Credit Cards weren't working.
    Response:     To protect our members, the Credit Union has safeguards established that trigger a warning when card usage behavior is uncharacteristic for a member. Sometimes these triggers block a legitimate transaction from going through without further verification.

    Our Fraud Department collaborated with Marketing to make members aware of this issue in an effort to prevent members’ charges from being declined by:

  • Posting a message within Online Banking
  • Including an insert in two of our monthly statements, and
  • Printing a message in quarterly statements, directing the member to call the Credit Union if they were planning to travel internationally.

    • If you have upcoming international travel plans, please give us a call at 800-388-7000.

    Feedback: Members would like to see a more user-friendly page on the Web site to access their investment account information.
    Response:     We are in the review and planning stages of offering a more content-rich and easy-to-use Web site dedicated to members who want to access their online brokerage accounts as well as online research, news and competitively-priced trading capabilities. Look to hear more about this soon.

    Feedback: Members have requested that we provide more information on our Web site about our products and services.
    Response:     In an effort to enhance our products and services, we’ve begun restructuring sections of our Web site to provide members with additional resources and information. We’ve also included new tools to help you when choosing a product or service. Some of these upgrades include:

  • An Online Bill Pay demo
  • A way to see how you save on the cost of stamps
  • A checking account comparison chart
  • Step-by-step instructions on how to make a transfer to/from another institution

    • In addition, we are creating a self-help guide that will lead members through step-by-step instructions on how to use Online Bill Pay. We anticipate that this will be completed sometime in the next couple of months and will be available on the Web site.

    Feedback: Members said that communication regarding the process of home equity loans coming due was unclear. There’s confusion over who to call and who would help to renew the loan.
    Response:     We made some significant improvements in our home equity loan renewal process, eliminating the number of call transfers-making it a more streamlined experience for the member!

    We look forward to hearing from you on how we can make the Credit Union your essential financial partner. Feel free to email or call us at 800-388-7000.

    View a list of previous member service improvements.