Hanscom Federal Credit Union

"I. Have been banking at Hanscom for about 20 years and I have always been treated great. Good rates and fine people always there to help. Banking started at the O’Neil Building and continues today in Bedford. You can’t do any better anywhere else. Glad that my family was turned on to them."

"Very patience and understanding regarding a banking problem, and they were long-suffering in taking time to resolve the issue."

"Had a pretty awful experience with Phil and Susan. I recently paid off my autoloan with Hanscom via their Loan Payoff feature - please note this is separate from a loan payment. The payoff feature locks the amount to be paid and states the total including interest. Nowhere does it state that it's not actually the payoff amount as I was told by Susan then Phil. My payoff went through and I logged in to the app to double check and was surprised to see a balance on the loan of 25 cents. I was told this is because of the time between using the payoff feature and hanscom processing the payment that it accrued interest during that time. Despite the fact that I used the payoff feature which pays principal and interest. I was then told that the payoff feature is only good for that moment in time and that the 25 cents was valid and owed. I asked if they could do a 25 cent courtesy credit as nowhere does it state that using the payoff feature labeled "Payoff" with the specified payoff amount won't actually pay off the loan and that it'll continue accruing interest despite having paid the full pricipal+interest due. I was told no because Phil felt this was a valid debt and that that's just how it works. I was told that if I call back that he's let all of his subordinates know to transfer me directly to him because I clearly haven't gotten it through my head and just don't get it. I asked to speak to his manager and was told the only person higher than him is an executive. I asked to receive a call back and was told he informed his executive of the request. I did reach out to the Massachusetts Attorney General as well with regard to the interaction with Phil who was very rude and the fact that "Payoff" doesn't mean payoff, that despite paying the full principal + interest they continue to charge you interest until they finish processing that payment as they "don't know your intent" as Phil told me. I don't understand why this wasn't as simple a resolution as a 25 cent credit, which would've kept me as a customer and led me to recommending them to others. Now I'm left with a bad taste from what I can only assume is poor customer service because I paid my loan off several years early and they'll lose out on extra interest that would've been generated. I'm very frustrated as someone who works in customer service myself I've processed credits in the hundreds for customer satisfaction and lack of clarity let alone 25 cents. Unbelievable."

"Terrible Terrible Terrible. They won't let you use your temporary ID from the RMV to withdraw money. Even your expired licence is not acceptable? I go there all the time yet now they don't know who I am? So I was that person yesterday but not today? You can't get to your own money.Horrible policy. I will be moving my money asap."

"So I am actually a Finance Manager of a Car dealership, and have been for the past 10 Years. I have working with Hanscom's indirect lending department countless times, but never the branch. Let me just say, they did not skip a beat with the quality of service I was given. I was getting an auto loan for another dream car, and Julie Colon at the Hanscom Beverly, MA branch was diligent, attentive and got the loan done. Every step of the way she kept me posted and ended up getting me a 5% lower rate than I was getting quoted by other banks. I closed in less than 30 Minutes, and flew down to Washington, DC to purchase my car. Hanscom Federal C.U. is without a doubt one of the best Credit Unions in Massachusetts, or further out. If you have not given them a chance yet, please do so, you will not regret it! Thanks again for everything Julie and the Hanscom Fed. C.U. Team!"