So I guess as long as I am trashing on local credit unions, here’s another complaint. I’ve used Utah Community Credit Union for years, and have been pleased (until now) with their service. I guess I’ll start with a compliment. One thing I like about them is that when you are depositing a check, all you have to do is endorse the back of it and write down your easily remembered account number under your signature, and let the teller know how much funds to put where. Washington Mutual always requires you to fill out an extraneous deposit slip.
But lately I haven’t been impressed. Recently they changed their website to include an extra security question if you are attempting to login from a different computer than usual. This is a good idea. If you are logging in from a different computer than usual, after you put in your account number and password, it asks you one of your predetermined questions, like, “What is your Father’s Middle Name” for instance.
I like to handle a lot of bill paying and banking using my phone’s web browser. I use Blazer, the default browser for Palm OS smart phones. So its my assumption that Blazer is one of the most commonly used mobile browsers. When I enter in my account number and password, it works fine, but when it asks me that security question, the submit button doesn’t work using Blazer (although with IE or Firefox on a computer, it works fine). So, thinking I was helping them with their traffic and their customer loyalty, I wrote this email to the webmaster:
Hi,
Whenever I attempt to login using Blazer, the default browser for Palm OS smart phones, I am able to get past the username/password page, but not the security question part. I can fill in the field with the answer, but the button under that to submit the answer doesn’t work, although it works fine with IE or Firefox on my computer.
Thanks,
cameron
Here is the response I got, which looks canned:
Dear Member,
For assistance with online banking access please contact member services. Representatives are available to assist you business days from 9:00 am to 5:30 pm at 223.8188 or toll free at 800.453.8188.
Please let us know if we can be of further assistance.
Sincerely,
Online Support Team
Utah Community Credit Union
I’m not savvy enough to know if this is an issue they can fix on their side, but my suspicion is that they could recode their site to make that page more compatible for mobile browsers because I’ve successfully logged in with Blazer before that security question page was instated.
Its just weird to me that they wouldn’t put in some sort of effort to fix something that would effect a significant amount of their traffic (I bet lots of people use their mobile browser to check their balance when they are out and about), and it is also doubtful that they handle such a large volume of emails that they have to send canned responses. I work for an internet retailer that serves North America, and our tech support team handles each email personally and with custom responses.
The least they could do is write a personal email explaining the cost inefficiency for them to invest the time for their engineers, or simply tell me its impossible to fix, if that’s the case. Or, hell, just lie to me or something. Usually people choose to go with a Credit Union because of the personal attention and because any input its members would give would be taken seriously. Apparently, UCCU has gotten big enough that that’s no longer the case.