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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:

  • Better information is needed about how to locate surcharge-free ATMs, Service Centers, and Shared Branches.
  • Members request more easy ways to conduct transactions with the Credit Union—especially if a Service Center isn’t close by.
  • Requests were made for Debit Card limit increases after some members found their transactions denied due to those limits.
  • Members requested the loan process be more streamlined and speedy—especially for their loan paperwork.
  • Communication regarding auto loans can be clearer and more frequent.
  • New members weren’t always sure how to access and use their new account.
  • The current economy is bad! The Credit Union should do more to help members in financial distress.
  • Members have expressed difficulties in downloading their Online Banking transactions into Quicken.
  • Members were disappointed when they were traveling abroad and found their Credit Union Credit Cards weren't working.
  • Members would like to see a more user-friendly page on the Web site to access their investment account information.
  • Members have requested that we provide more information on our Web site about our products and services.
  • 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.
  • The loan process could be improved and better expedited.
  • Additional assistance was requested on how to navigate and use our Online Banking products - particularly if members aren't near a branch.
  • With the swell of mortgages due to the low rates, there have been a few concerns regarding a lack of communication through the mortgage process (i.e., the loan status.)
  • A lot of members question who is "eligible" for BCU membership. Are only employees of sponsored companies eligible to join the Credit Union? And, can a member stay a member even if they leave their company
  • When will you have a program and/or mobile app that will allow me to deposit my checks remotely?
  • Feedback: Better information is needed about how to locate surcharge-free ATMs, Service Centers, and Shared Branches.

    Response:
    Some members use our locator link but found the information incorrect. As a result, we upgraded our online locator guide. Members can now access our online locator to find a surcharge-free ATM, Service Center or Shared Branch by selecting "Find a Free ATM or Branch". link along the top of every page on our Web site and also on our mobile site. To enable our members to access the Credit Union, no matter where they are, our new location database:

  • Is updated in real-time to ensure accuracy of over 70,000 surcharge-free network ATM locations that our members can access
  • Has the ability to indicate which ATM is able to accept deposits
  • Enables members to download data into their GPS.
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    Feedback: Members request more easy ways to conduct transactions with the Credit Union—especially if a Service Center isn’t close by.

    Response:
    Members will soon be able to deposit a check from home! This newest Online Service we call “Deposit Anywhere” will enable our members to submit checks for deposit directly to the Credit Union simply by using a scanner and Online Banking. We are currently beta testing Deposit Anywhere and it’s scheduled to launch in September, so look for more information on this soon.

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    Feedback: Requests were made for Debit Card limit increases after some members found their transactions denied due to those limits.

    Response:
    Because we've improved the secure monitoring of our members' Debit Cards, we have been able to increase the ATM limits from $500/day to $1,000/day for ATM withdrawals, and from $500/day to $3,000/day for purchases made using a PIN. Signature-based purchase limits remain at $10,000/day. Individual exceptions to these limits remain unchanged.

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    Feedback: Members requested the loan process be more streamlined and speedy—especially for their loan paperwork.

    Response:
    To help streamline the loan process and save members time, we have begun using Docusign, a program that allows our employees to send secure account and loan documents to members, and receive their signature electronically. Obtaining member signatures electronically through secure email saves both our members’ and employees’ time, ultimately allowing our members to have quicker access to the funds they need.

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    Feedback: Communication regarding auto loans can be clearer and more frequent.

    Response:
    Very soon, we will start sending members a welcome email as a part of the lending process to include the name and contact information of their loan representative so they can get answers to any questions they may have about their loan during and after they close their loan.

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    Feedback: New members weren’t always sure how to access and use their new account.

    Response:
    Our New Member Welcome letter was enhanced with customization to display all of the account types that the member opened, further instructions outlining next steps for their accounts (if applicable), and where they can find more information about their accounts such as enrolling in Online Banking and other Online Services. We think these more targeted instructions will help!

    Response Follow Up: With our last update, we stated that we would soon have a Quicken self-help area on our Web site with instructions on how to set up Express Web Connect and links to the online support forum called Quicken Community. We're happy to let you know that this Quicken Member Support section, along with frequently asked questions is now available within the Online Services area of our Web site.

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    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.

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    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.

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    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.

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    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.

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    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.

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    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.

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    Feedback: The loan process could be improved and better expedited.

    Response:
    This need from members led us to implement DocuSign on July 1. Docusign is an option available for members that would like to sign their loan documents electronically. This secure process also saves time, and allows the members to close their loans more quickly—at no extra charge!

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    Feedback: Additional assistance was requested on how to navigate and use our Online Banking products - particularly if members aren't near a branch.

    Response:
    An electronic Online Banking Guide is now available through the Web site. Members are now able to walk through the sign up and usage for both Online Banking and Online Bill Pay with this guide. Although it’s available electronically, members also have the option to download the document as a PDF to save to their computer, or print it out for future reference anywhere they need it.

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    Feedback: With the swell of mortgages due to the low rates, there have been a few concerns regarding a lack of communication through the mortgage process (i.e., their loan status.)

    Response:
    This is high on our radar and communication is actively being managed. We are engaging our branch network to be more involved in answering member questions and be more proactive in the member's process. Also, members now have the ability to check their mortgage status online, using a link on our Home Loans page.

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    Feedback: A lot of members question who is "eligible" for BCU membership. Are only employees of sponsored companies eligible to join the Credit Union? And, can a member stay a member even if they leave their company?

    Response:
    Membership isn’t just limited to employees of sponsored companies. There are many ways for your friends and family to become members of the Credit Union. Eligible members should:

  • 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.
  • Adobe PDF View eligibility details.

    Also, for members that move on to work for an organization that isn’t one of our Select Employer Groups, their membership is still valid. Even if members relocate to anywhere in the world, they can still have access to their accounts at the Credit Union using many of our remote access channels like Online Banking, Mobile Banking, Shared Branches, and our surcharge-free ATM network.

    As we like to say, “Once a member, ALWAYS a member!”

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    Feedback: When will you have a program and/or mobile app that will allow me to deposit my checks remotely?

    Response:
    We can’t tell you how often we hear this in our surveys, on our page on Facebook , and from talking to members. We know how excited our members are to get this convenience, and we are now excited to tell you ...IT’S HERE! IT’S LIVE! Deposit Anywhere (the name of our new remote deposit capture service) allows you to conveniently make secure deposits anytime using either your desktop computer and scanner, or your iPhone™ or Android™ powered phone. Learn more about Deposit Anywhere and view a step-by-step guide to get started today!

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