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Member Feedback

We turn your feedback into action.

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You asked,
we answered

We continuously work to provide you unparalleled service and products. Because our success is based on how well we meet your needs, we rely on your suggestions to guide our efforts.

We're excited to offer many new and different ways for you to take advantage of our financial tools, 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'll find real member feedback along with personal responses from BCU staff members that describe how we're putting your requests into action.

    Member Feedback

  • February 15, 2017

    Does the Credit Union have a smartphone app?

    Yes! The Credit Union’s smartphone app lets you view balance information, transfer funds and view account transaction history using an iPhone®, iPad®, Android®, tablet on your mobile device.

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  • February 15, 2017

    After I become a new member how quickly will I receive my debit card?

    If you opened a checking or savings account and did not specifically opt out of a debit card, one has been ordered for you.

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  • February 15, 2017

    Does the Credit Union offer any self- service Financial Management tools?

    Our all-new Life. Money. You. microsite helps you create a personalized financial command center where you can build interactive money management plans, keep up-to-date on your chosen topics of interest, and much more.

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  • February 15, 2017

    How do I set up direct deposit on my Savings or Checking account?

    To establish direct deposit to your Savings or Checking account, please provide your company's payroll department with the Credit Union's routing number, 271-992-400, along with your 14-digit account (MICR) number.

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  • November 14, 2016

    What are some of the enhancements to the mobile banking application?

    The new Mobile Banking app is better than ever, with a fresh look, smoother navigation and all the mobile banking security you'd expect from the Credit Union that has your back. It has the same on-the-go banking features you already love—and some exciting new ones.

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  • November 14, 2016

    What are the checking account benefits offered by the Credit Union?

    At BCU, checking starts and ends with our flagship PowerPlus Checking™. With this account you’ll earn interest, access, and ease.

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  • November 14, 2016

    What are the benefits of using a mobile payment app like Apple Pay or Samsung Pay?

    Digital wallets like Apple Pay® and Samsung Pay™ allow you to easily pay for in-store and in-app purchase with just a touch.

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  • November 14, 2016

    Does the Credit Union offer a Student Loan Program?

    Yes! We offer student loan solutions for both undergraduate and graduate students as well as a refinancing options for post-graduates.

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  • July 25, 2016

    Fix the phone tree, it is sometimes difficult to get to a live person and sometimes the choices are confusing. Please simplify.

    Changes in the past few months have created a more streamlined and efficient phone tree process.

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  • July 25, 2016

    Why does the Credit Union not cash U.S. Savings Bonds?

    The Credit Union is currently researching the best way to serve member needs in this area.

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  • July 25, 2016

    What are the benefits of the new Travel Rewards Visa® Credit Card?

    Our most rewarding travel credit card puts you that much closer to fantastic redemption options.

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  • July 25, 2016

    Why is the Cash Back Credit Card being converted to the Cash Rewards Visa® Credit Card?

    We introduced the new card to continue bringing you the best financial products and services available.

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  • July 25, 2016

    Any plans to update your Mobile Banking app?

    You’re in luck! The new Mobile Banking experience launches in August 2016.

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  • April 21, 2016

    My employer doesn’t offer direct deposit. How can I earn interest on my PowerPlus Checking account?

    Starting April 1, 2016, deposits made using Deposit Anywhere also count toward the $500 monthly direct deposit requirement.

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  • April 21, 2016

    Provide more information about the different home loan programs BCU offers.

    At BCU, we offer a number of home loan options tailored to fit your needs.

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  • April 21, 2016

    Why does my debit card look and feel like a rewards card with a smooth surface? How can I request an embossed card?

    The smooth surface format allows us to provide instant issue debit cards within minutes at our various Service Center locations.

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  • April 21, 2016

    Can BCU provide mortgage statements in electronic format?

    While we don’t currently offered electronic distribution of home loan statements, we’re exploring ways to incorporate this service.

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  • January 21, 2016

    I was unable to find much information about your HSA options online and had to call for additional information.

    Information on Health Savings Accounts (HSAs) is plentiful at the Credit Union Retirement Central site.

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  • January 21, 2016

    Does BCU offer any products and services to help members rebuild credit history?

    BCU offers a credit card designed specifically for establishing positive credit and a variety of educational resources to help you improve your standing.

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  • January 21, 2016

    How am I able to see my FICO/credit score?

    To support you in creating your best financial life, BCU provides a free service for viewing your credit score and maximizing this important number.

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  • November 23, 2015

    Allow online retrieval of year-end tax statements during the month of January so we don't have to wait for them to be mailed.

    You now have easy online access to a variety of important financial documents from BCU.

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  • November 23, 2015

    Does the Credit Union charge a fee for using an ATM?

    At the Credit Union, ATM fees are a thing of the past!

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  • November 23, 2015

    How can I view copies of checks that have cleared my account?

    An internet connection is all you need to keep track of cleared checks.

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  • November 23, 2015

    Am I able to keep my membership if I no longer work at the same company?

    As we like to say at the Credit Union, “Once a member, always a member!”

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  • November 23, 2015

    I would encourage you to continue to develop your talent and help your employees build their careers. The Credit Union has a phenomenal staff, and the quality of your service is very important to my family and I.

    We couldn’t agree more. Giving you unsurpassed service and financial products demands a commitment to not only bringing in outstanding employees, but also nurturing them in their career and skill-building.

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  • August 17, 2015

    Higher interest on investments and savings. Offer better rates for CDs, savings accounts.

    Historically low interest rates have allowed BCU to offer extremely attractive loan rates over the past several years.

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  • August 17, 2015

    Need to post credit card payments in a timelier manner, within 24 hours, instead of 2-3 days.

    Managing your Credit Union accounts just got a lot easier!

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  • August 17, 2015

    Since my membership is new, I still need to familiarize myself with the Credit Union.

    Participating in one of our monthly “Maximizing Your Membership” webinars is a great way to become more familiar with BCU.

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  • August 17, 2015

    The car buying program saved me thousands of dollars and gave me maximum negotiating power, or rather, did it on my behalf!

    The Credit Union is very excited about our partnership with TrueCar® to provide a service that helps you save time and money when purchasing a vehicle.

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  • August 17, 2015

    What types of transactions and services are available at a Shared Branch?

    Shared Branch locations are available through the Co-Op Shared Branch Network, allowing you to perform transactions on BCU accounts at over 7,000 locations.

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  • May 20, 2015

    I can no longer perform Online Banking using Internet Explorer 11. Are there specific browsers that are compatible with your website?

    BCU's new website supports all major brand name browsers including Internet Explorer®, Chrome®, Firefox® and Safari®. If you've updated your browser within the last couple of years, you shouldn't experience difficulties using our site.

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  • May 20, 2015

    Make it a little bit easier to understand the difference between the two types of checking accounts. There was some confusion.

    We totally agree! Rather than having members choose between checking accounts with various benefits, we decided to consolidate all the best perks BCU has to offer into one great account.

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  • May 20, 2015

    When will the Credit Union offer Apple Pay?

    You spoke, we listened! Apple Pay™ is now live and ready for use. To take advantage of Apple Pay, you’ll need the following:

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  • May 20, 2015

    Why is the Credit Union switching from Credit Karma to SavvyMoney?

    SavvyMoney® gives us multiple advantages. First, with SavvyMoney, we get a best-in-class partner who provides not only credit scores, but also valuable guidance from personal finance expert and best-selling author Jean Chatzky.

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  • February 23, 2015

    Does the Credit Union offer investment portfolio help?

    BCU’s team of financial planning and wealth management professionals offers free consultations and investment reviews. Our focus is on working with you to design and implement financial strategies promoting financial security and peace of mind during both your working and retirement years.

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  • February 23, 2015

    How can I prevent my debit or credit card from being blocked when I am traveling?

    To ensure uninterrupted service during your trip, notify us of domestic and international travel at least one week before you depart.

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  • February 23, 2015

    Why do joint accounts need to give equal ownership as well as equal membership to both joint owners?

    It’s standard practice for financial institutions to give equal ownership rights to eligible joint account holders.

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  • February 23, 2015

    Why does the credit union not offer copies of members' credit reports?

    At BCU, we want to make sure we’re providing you the most accurate information at all times.

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  • November 21, 2014

    I wish that I didn’t have to use my member number to log in to online banking.

    Great news! We heard your feedback and have updated the login process to allow users to designate a custom User ID.

    Read More
  • November 21, 2014

    The automated phone tree is confusing. I wish that I could get to a person faster.

    We continue to assess the most efficient self-service channels and solutions for our members. We are hearing you through our surveys, and are currently working to enhance the experience of our phone tree and explore ways to get you to a representative in a timely manner. 

    Read More
  • November 21, 2014

    The Deposit Anywhere app is difficult to use. How can I make sure that I get a clear image?

    For best results when using Deposit Anywhere, please ensure the photo of your check is clear and void of shadows or any other items that could cause issues in accepting the image.

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  • November 21, 2014

    When is the credit union going to get the security chip in their debit/credit cards?

    Our members’ security is one of our highest priorities; thus, adding the security chip is one of our highest priorities in the upcoming year.

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  • November 21, 2014

    Why does the Credit Union have to put a hold on my checks?

    Check holds are governed by Reg. CC—The Expedited Funds Availability Act. They are designed to help the Credit Union manage financial and regulatory risk associated with check deposits while ensuring the timely availability of funds to members.

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  • August 12, 2014

    How do I see how many CURewards points I have?

    In order to see how many points you have, you need to have your Visa® Credit or Debit Card registered with CURewards by visiting the CURewards site.

    Read More
  • August 12, 2014

    Who is eligible to join the credit union?

    There are a number of ways to qualify for membership at BCU. Eligibility includes family members of existing members, our Community Charter and Sponsor Companies.

    Read More
  • August 11, 2014

    Can international wire transfers be made more self-directed? I fill out information online and press 'submit' and it's done?

    Your membership security is our top priority at BCU. At this time BCU does not offer any online or self-service options for wire transfers.

    Read More
  • August 11, 2014

    How can BCU help me rebuild my credit?

    As your credit union, we offer a variety of solutions to help you rebuild or establish a positive credit history.

    Read More
  • August 11, 2014

    How do I set up my direct deposit?

    To establish direct deposit on your Savings or Checking account, please provide your company's payroll department with the Credit Union's routing number –
    271992400 along with your 14-digit account (MICR) number.

    Read More
  • August 11, 2014

    I wish the credit union website was a little better, I think the site could use some upgrading, but it's functional.

    It’s been over 5 years since BCU has made a major update to its website and we agree that it needs some enhancements.  That’s why we have been working to launch a new website design which we will roll out in September 2014.

    Read More
  • August 11, 2014

    I would love to refinance my home with BCU, but I'm still underwater. Could it be possible to provide a product for a homeowner as myself, underwater?

    There may be an opportunity to help refinance your home even though you still may be underwater. The government has a program called HARP (Homeowner Affordable Refinance Program) which allows homeowners to refinance even if their property has lost some of its value.

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  • May 1, 2014

    I had a challenge with too many withdrawals from my savings account, which resulted in charges. I also was unaware of the restriction on the number of withdrawals. Please provide a better explanation of restrictions on accounts.

    While we do our best to be as transparent as possible regarding any potential service charges, we understand our members lead busy financial lives and these details can get lost in the shuffle.

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  • May 1, 2014

    Other credit unions and banks provide members with free checks, why don't you?

    At BCU, we strive to continually improve our member experience by investing in the products, benefits and services that provide the greatest value to our members. As member transaction preferences have changed, we've invested more heavily in payment channels that align with this behavior.

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