Complaints

This profile includes complaints for Hanscom Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hanscom Federal Credit Union has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hanscom Federal Credit Union

  25 Porter Rd Suite 100 Littleton, MA 01460-1434

• 

  Hanscom Federal Credit Union

  150 South Huntington Ave Boston, MA 02130

• 

  Hanscom Federal Credit Union

  25 Sudbury St Rm E-245 Boston, MA 02203

• 

  Hanscom Federal Credit Union

  Building 1, Ground Level 1400 Boston, MA 02132

• 

  Hanscom Federal Credit Union

  Building 3, 2nd Floor (A-230) 940 Belmont Street Brockton, MA 02301

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of fraud. I never did any business with this company. I am asking to remove the inquiry appear in my creditaccountASAP. Date inquired was 02/21/2025

  Business Response

  Date: 04/18/2025

  We are actively working on a resolution for Mr. **** *******. We have reached out to Transunion to remove the alleged fraudulent inquiry on his credit report.
  
  

  Business Response

  Date: 04/25/2025

  This is in response to the complaint to the Better Business Bureau regarding request to remove a credit report inquiry from Hanscom FCU, dated 02/21/2025.
  
  We have checked our records and located an application; and determined no accounts/lines of ********************** were opened. Because you are disputing the credit inquiry on your TransUnion credit report, the dispute must be submitted directly to TransUnion. TransUnion will then contact us to provide the information they request for their investigation. Please start the dispute with TransUnion on their website.
  
  

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a member of **** for 15+ years and have used more than a few of their products, Checking, Savings, Auto / HELOC Loans and the Hanscom **** Card. My family and I have enjoyed the benefits of a credit union vs. traditional banks. For instance, our Hanscom **** monthly payment would be drawn out of our Checking Account if it was past the due date. Recently, between November and December of '24, they changed their process and our $35 minimum payment was not drawn from our account. We found out by calling back a mysterious caller named *******, leaving no details as to why she called. So i called *******, explained that we didn't realize the payment was late, explained how payments were made automatically in the past, and expressed my concern that something must have changed in their process as we had a different experience with this. I've never had a "collections" call from **** before either. Fast forward to January 1st - my credit score dropped 45 points, because ******* reported my 7 day late payment to Trans Union. This is a sickening feeling, when your family bank stabs you in the back and damages your credit for $35. ******* seemed odly relieved when I took care of the payment during that call. But, it's disappointing that she hadn't notified me of the negative credit impact she was preparing to send to TransUnion. Why and how could you do this? As a rule of thumb in the business, you don't send late payment notifications to credit reporting agencies AFTER the payment / issue is resolved, and not if there is a plausible explanation and certainly not before 60 days. I feel as though this is retaliatory, it doesn't make me feel comfortable banking with **** anymore. Par for the course: NOT RETURNING CALLS - ******* in member services on 1/7 and never received a call. Called ******* back on 1/9, she was surprised that ****** the collections mngr. hasn't called me. I told ******* I'd be filing a compliant, here it is.

  Business Response

  Date: 01/16/2025

  Mr. ******* November 2024 credit card payment was reported late due to the account being 45 days past due at the time the payment was made.   Late payments are automatically reported to the credit bureaus when the credit union processes the monthly credit reporting file.  It is standard practice to report late payments to the credit bureaus at 30+ days past due.  Mr. ******* credit card payment is not currently set up on automatic payments, therefore the minimum payment was not pulled from any of his accounts with the credit union..  Late notices sent to Mr. ****** on 11/18/24 and 11/25/24 indicated that the credit union may provide information to the credit bureaus about late payments. 
  Mr. ****** was contacted by the Assistant Manager of Collections on January 10, 2025, to discuss his concerns.  During this call it was explained to Mr. ****** that the credit card is not setup on automatic payments and that credit reporting is an automated process that takes place each month and will report any late payments that are 30 days or more past due to the credit bureaus.  Although the information reported to the credit bureaus was accurate, the Assistant Manager of Collections agreed to remove the 30-day late **** from Mr. ******* credit report as a one-time courtesy.  
  
  

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked the bank several times to update my mailing address/ last name and get all the bills in my mail, and I also asked for my loan documents, but the bank didn't do anything about it. They put my name into a collection for not paying on time while I have the money available at all times in my other accounts.A woman from their collection department called me a few days ago and was a bit nasty. I asked to speak with her supervisor, but no one called me back.

  Business Response

  Date: 12/18/2024

  We received the members inquiry regarding the credit reporting on his signature loan and have reviewed the loan account.  Based on the payment history, the reporting to the credit bureaus is correct, however, as a courtesy, we have made an adjustment to the payment history with the credit bureaus to remove the late reporting.  Please allow 7-10 days for the credit bureaus to process the adjustment on their end. 
  
  We recommend to avoid this issue in the future, please consider setting up automatic payments from one of the share accounts.  Additionally, members can monitor their accounts through online banking and view monthly electronic statements from there as well.
  
  Documents required for the name change and copies of the loan documents have been secured mailed to the member to complete and return.

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:10/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for 5 months to get my email address changed as I have been the victim of check fraud. I have visited the bank at least 4 times and called customer service. The software still doesn't work. When I go online to change my email I have to enter the authentication code which I do correctly. Then the software tells me an error has occurred. I would either like the email address changed correctly or I would like to close all of my accounts with no penalty so that I can put the money in a bank or credit union who can manage my data in a timely way.

  Business Response

  Date: 11/01/2024

  Ms. ******** complaint relates to a system error that did not properly transfer an email address update across all platforms.  We have now confirmed that information is properly up to date and that email notifications are being received. Our records indicate only one prior attempt to resolve this issue, nonetheless we regret that it was not appropriately addressed in a timely manner. Our contact center has received additional training on how to research and resolve similar issues, and a conversation with Ms. ****** resulted in a resolution to her satisfaction.

  Customer Answer

  Date: 11/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******