I am forced to write you to express my disgust & my extreme disappointment with the service that your establishment is presently offering to several of us, as customers, concerning the issuing of new ATM cards.
Your service of replacing & issuing of the new ATM cards is yet to be desired.
We are in the 21st century where computer applications are very user friendly and so, a service offered for the end user ( customer )can be enabled or disabled just by a click of a mouse button.
It has now been almost two months that my ATM card has expired and obviously, I had to get the card replaced. The card was surrendered to your establishment & I was told to return within two weeks inorder to get the replacement.
As instructed, I acted accordingly. However, upon my return, I was told that the production of new cards is not completed due to the new technology that’s been used, to upgrade the card. Unfortunately, it is taking longer than expected.
As a follow up, I was further told that within a week’s time, the card should be completed. This time I chose to call your establishment before I was faced with any additional disappointment. The clerk who I spoke to on the phone, clearly indicated that the new ATM/DEBIT card is now completed and so, I can now come and have the card collected.
Surprisingly & disappointingly so, upon my return to your establishment, for the second time, I was once again told that the card is not completed because the printer now, has broken down and a definite time cannot be given as to when the printer will be back in operation.
I will admit that it is understood that sometimes things happen out of the norm & it just maybe out of one’s control. Perhaps Murphy’s Law is applicable in this instance. However, I cannot comprehend as to why your operations do not have in place a backup system for eventualities such as this.
This situation has created a considerable degree of inconvenience. Needed monies from the ATM machine are not accessible, especially on weekends.
Because we are now in the digital age, I am sure that your IT staff can develop or edit a program within your computer system to have the ‘ expired date ‘ for all the old cards that are currently expired, be modified and extended to a later date so that customers like myself and others can be facilitated to access the ATM machines.
The present situation is disgusting & it is extremely unfair & frustrating to us who needs the ATM service. The situation needs looking in to immediately and to say the least, it does not speak well of your customer service.
Alex
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CFCCU Customer Service And Common Sense Has Gone Down The Drain TERRIBLY Over The Years..
I Had The Most Discouraging Experience With Them. From The Managers, To Mr. Mario Connor And The Service And Accountability Of Line Staff. They Need To Better Or Just Send Everyone Home TBH.. It’s Not Becoming Anymore..
As I Type This, I Am Reminded That I Need To Follow Up With Them AGAIN For Information I Requested Since November Month End 😒😒😒😒
Agreed
Agreed . They are untrained in customer service and also how to detect fraud and prevent money laundering. An eld. Over six month a balance of low six figures was reduced to less than 100.00 only then did the Credit union choose to advise the joint holder of the account what had happened. The family were told nothing can be done by the police and a lawyer. The credit Union officials have nothing to say.
Yesterday I was in the Old Parham road branch and had to talk about the poor service too., there was One teller and the place was packed with customers. I stood in line for nearly an hour to to a transaction. These banks are treating their customers like trash since covid. SMH.
It is poor service to not have enough tellers to service your customers in a timely manner.
Words cannot explain my disgust with the rhetoric of horrific banking service in my island if Antigua…
The complainer is correct.. In this age of technology.. such should never be the case… hmm
Writer: I don’t know if it will make you feel any better but Community First is not the only financial institution that needs a wake up. From my experience, most of the banks are way to old school in Antigua.
Why do they wait until your card has expired? They know the expiry dates of all the cards and hence the cards should be ready 3 or 2 months before they are expired. You can then activate the new card even before the expiry date.
Why do you have to go into the bank and wait in line to see if your card is ready? It could be mailed to you and you simply go online to activate it. The card is useless until it is activated. I have a card from CIBC and it expedite over a year now, they said they said it out in the mail and that I should check the post office. I had one from Scotiabank that expired when the pandemic start and have not gotten it to date – it had a negative balance and they still add on the annual charge and interest to the annual charge – now I am told they can’t do anything with the account because I am delinquent. How do they charge the annual fee and they told me they sent back the card???
Too much time wasting to get things done.
Services has become a problem, In all areas. Come on folks
As a member of the credit union I am aware that it’s our credit union so I don’t want to be too harsh but yes, their card replacement procedures do need some adjustment as I too have had some time wasted waiting for the promised phone call and physically checking for my new card. I am sure the system used to work efficiently but obviously there is some technical or operational issue that needs to be worked out. To the writer, It may not be as simple as just ‘adjusting the date’ (I used to print ATM cards) but there is no excuse for not being able to properly communicate with the customer on any difficulties being experienced, especially affecting multiple customers (take a lesson from ECAB…email costs absolutely nothing). This has now moved from a few simple communications failures to a real public relations issue. How about hiring or appointing a PR or marketing officer (if you don’t already have one – I can’t tell)? Don’t forget to empower them to make useful suggestions as opposed to just doing damage control.
We the faithful members await your next move.
You are in a better position than me, because over 6 months now I am waiting on my card.
Well imagine that I wrote to the Credit Union regarding a job as a consultant over 6 months ago, sent my CV and sample of my work. I am yet to get a response via a phone call, email or any other means of communication even after I have reached out on multiple occasions. It has seemingly become the norm to give poor service to their customers.
I can’t say that I have anything bad to say about CFCCU. They have helped me in so many ways. With that said there is always room for improvement with any establishment. More tellers need to be on duty when they know persons are gonna flock the offices because of holiday or month end and so on. Also they need to ensure that all staff members are respectable and courteous. I was at the branch on Old Parham Rd yesterday and the cleaner or security ( not sure what her post is) she was a light skinned lady that was wiping the counter after persons left. This woman had no respect for persons doing business there. Not sure if she and a lady that left from a teller was in some kind of disagreement or what but when the lady left she yelled at the top of her voice “nasty b.tch” and was laughing like it was funny. Even after the lady left she kept repeating herself and laughing like it was humorous. I found her to be so rude and disrespectful to the customers and more so the many senior citizens that was there, for using such words without any care. She would also turn her nose at some of the customers and all I could do was shake my head. She was so unprofessional
I’m saying it’s me alone in this predicament
And no call nor email to say nothing to their members…
And its really fustrating going inside the bank to get cash…have to be always asking for time frm your work place
Yes the service is very poor I created my account 2 months ago and yet to receive my atm card. It’s very frustrating because I can’t access my money and I hate going into bank lines.
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