Since I started my first real job, I've had an account at a local credit union. It used to be specifically for employees of a certain company, but has expanded to include anybody who wants to start an account. For all of these many years, I've gotten a quarterly statement.
Earlier this week, I got my statement. I was shocked to see two charges of $5 each, billed as PAPER STATEMENT FEE. I know a lot of places charge for the paper statement. I think my regular bank charges $2, as does another institution where Hick currently gets a quarterly statement for HIS money. I don't mind paying that, because sometimes I just want a paper statement for reference. My issue is with the "surprise" of these two charges, and the fact that I only received one of the statements.
I know that this credit union has been pushing online accounts for a while. They had started offering more and more services over the years, including checks and online banking, whereas it used to be just a savings account kind of business, with Christmas Club accounts, and loans for cars. I had thought about setting up an online account, but all I would do with it would be check my balances in my CDs and regular account. The less info out there to be stolen online, the better! So I figured my quarterly paper statement was just fine.
When I saw these fees, I was concerned. One was for July, which is understandable. It was the 2nd Quarter statement. But the other was for AUGUST! And I didn't even get a statement then. What's up with that? Is the credit union going to act like a bank now, and send out MONTHLY statements? I'm not paying $5 a month! I went online to see about setting up an account, but the first thing that came up was a warning that it was NOT SECURE. I went in a different way, which gave me the same screens, and appeared to be secure. But I was leery.
I called the credit union. A very nice lady listened to my complaints.
"I don't remember ever seeing that it would cost me $5 a month for my statements! Is that a thing now? Because I used to only get them quarterly."
"We have been advertising this since November 2024." [Which means that IF they had included it on the newsletter tucked in with the quarterly statements, I would have seen it twice, but if it was online, I would not have seen it at all.]
"I know about the availability of the online accounts. But I never saw that fee mentioned."
"The paper those statements are printed on is incredibly expensive!"
"So what do I need to do, just go online to set up a password for my account, and then the paper statement fee will go away from now on?"
"Yes, or I can do that for you right now."
"What? Then do that for me! Because I really don't want an online account."
"Okay. It's done."
"Thank you! I also have a son who has an account there. I think I'm still on it. I guess you're not allowed to take the fee off of that account also?"
"Yes. I can do it. There. I fixed that one."
"Thank you so much!"
"Any time you come in, or if you call ahead, we can print you a statement on regular paper."
"That's great! My husband comes in there once a month to make a deposit. So he could get one then, if we wanted one?"
"Yes. We can do that."
"Thank you! You have been very helpful. I really appreciate it."
See there? Val dodged another sign of progress! And it only cost her $10.
And just as important, talked to a live human being that was willing and capable of making the necessary changes. That is an example of what is still available in small town living. We get that kind of service from our bank also. I can have things taken care of over the phone, sometimes, which I really appreciate vs having to find a time to get in to talk to someone, not to mention scheduling it with their now reduced open hours, which has become a pain. Ranee
ReplyDeleteYes! Talking to a real person is like winning the lottery these days! Even at our branch bank, I have trouble getting a real person. Doesn't matter if I call the local number, or the corporate number, the phone wants to ask me automated questions, and in the past, when I've gotten a real person, she was not local.
DeleteI sometimes think I was born in the wrong era. Like you, I like things in black and white that I can read and make notes on, then file away just in case I might need to reference them. I like to shove paper in the faces of those who would try to tell me I am remembering things incorrectly. Sometimes things get lost online and are never to be found. I am too old for all the frustration!
ReplyDeleteWe are so similar (except for me not putting my foot down and standing up to people, heh, heh) about paper copies. I, too, love waving evidence right under some nay-sayer's nose! That's hard to do effectively with a phone screen.
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