HFS Federal Credit Union

App (and online banking of HFSFCU more broadly) has all the appearances of full service online banking, but falls short in performance when compared with others. A few examples: 1. While you can initiate a loan right in the app, you cannot submit your loan documents using the app/online secure messaging feature. (I had to print all mine out har copy and deliver them to the nearest branch.) 2. You cannot use the built in secure messaging to communicate with the third party provider that runs the eBill feature. (I have had to use private email.) 3. The eBill function is not ready for prime time. The app has had trouble initiating eBills for several of my payees and has repeatedly broken down when being used with payees that reportedly had been setup and established. The third party provider has not been able to resolve ongoing issues dating back many months and the bank itself has not chimed in at all, even though it has been copied on all correspondence (using private email accounts) and has had queries submitted directly to it via its own in-house secure messaging system. 4) Images of deposited checks never show up and customer service has been unresponsive to the issue. Biometric log in is a plus. Online/electronic payments to payees seems to function well. Tracking account balances is easy, as is moving money between accounts. Electronic/remote notarization would be a handy addition.

Thank You very much for being so current and continuously aware of our communities, banking wants and needs. I applaud those involved in your mobile banking app. It’s such a very useful tool to have when we’re on the move, while on vacation & especially working in the construction industry, constantly moving from job site to job site around the entire island. Much Mahalo for being such a wonderfully great place to experience any & all our banking needs. So welcoming, inviting, courteous & always making us leave happier then when we came in. 🙏👍🏽🤙🏽

One of my checks “failed” to deposit. Luckily I checked my deposit history because the app nor the credit union informed me of the “failed” transaction and it did not have any indication of why it failed. I called the credit union to find out what was going on. The credit union couldn’t see the failed deposit at first. Then accused me of trying to deposit the check into the wrong account number. Not sure how that is even possible when you have to log in to your account on the app to do the mobile deposit. Then the credit union said the “system” scanned the check incorrectly mismatching the dollar amount on the check compared to what the actual check showed. The credit union’s solution was to bring the check in to the credit union in person to resolve the issue. If that’s the case, how can customers have faith in the mobile deposit feature if it doesn’t work sometimes and having to physically bring the check in to the bank defeats the purpose and convenience of the mobile deposit feature. I wouldn’t have wrote a bad review if the credit union handled the situation better. I may not understand the technology of the program / app but an actual human could see the discrepancy so I’m disappointed that they couldn’t override the “system” and approve the deposit right then and there. Or maybe even suggest trying to attempt the mobile deposit again if the customer can’t make it to the credit union due to work, etc. Maybe it’s time to switch to a big name bank that has better technical support and customer service.