Integration weekend: Sep 22-24, we've been warned! | Page 30 | Hubert Financial | Discussion forum

Rail Baron said

At this time, one has to conclude that someone in charge at Access made a conscious decision to offer second rate service to those clients who had been amalgamated from Hubert. Second class both relative to the services offered to Access customers, and relative to the services that we received pre-amalgamation at Hubert.  

Other than a few more minutes waiting, I've seen nothing really change as far as the "service" I've gotten. The loss of Saturday hours took place long before the Sept platform amalgamation. Granted the website and self-serve functions are more kludgy or missing entirely post amalgamation. I prefer the old self-serve system as well but I'm not going to raise my BP 20-30 points over the loss of it. One thing I am pleased about is the availability of e-transfer direct from Hubert. I used to have to move to my bank first. Then again, maybe I'm just a happy kinda guy and Hubert is a good fit for me. YMMV.

canadian.100 said

I called Hubert on Friday (Nov 17) because that was precisely the end date of the quarter and I did not see the interest amount posted yesterday (even though the new interest rate was recorded properly) - I also waited on the line and arranged the callback which came 2 hours later. The Hubert rep called back and said I would see the interest posted today Saturday Nov 18 because they now post overnight following the end date - previously Hubert posted early in the morning on the precise end date of the quarterly period so one would see the interest on that day.
So when I did not see the interest amount added today (Saturday Nov 18) as the Hubert person said it would be, I made the phonecall to Access around noon - figured I had nothing to lose - and as I indicated above they said don't worry, phone back during a weekday and it will be corrected. So I will happily phone Hubert next week (on a weekday).  

When I call the Hubert phone line they can no longer find me using my old Hubert account number, so they have to use my first and last name. They said that since I was a previous Access member that they probably got rid of my Hubert account. So from that info, and from what other posters have been saying, it sounds like the CS people picking up the Hubert phone line have access to ALL the different FI banking systems. So there's really no reason that Hubert customers can't phone in to the Access phone line on a Saturday, it seems to me. Other than treating Hubert customers as the poor cousins.

Loonie said
I too had quarterly interest due on Friday and it did not appear until Saturday.
I'm not happy about this as it is a deterioration in service quality and we were not warned about this change.

I have other quarterly GICs with payment due Dec 24 for the quarter. These are in RIF, and I intended to cash some and send significant amount directly through Hubert to CRA for 2023 taxes. This has not been a problem in past years, but now I am concerned that it may not go through in 2023, which it must. I fully expected, based on past experience with Hubert, that, with adequate notice, this could all be done on the 24th, but now I'm pretty sure it will wait until AT LEAST the 27th - and I may still be looking for my interest payment on the 27th! That's cutting it too fine for me as Hubert, under Access, is proving unreliable.
I'm considering cashing out soon and sacrificing interest for this quarter.
What would y'all do??  

Maybe try emailing greg.rutherford@accesscu.ca and see if he will let you cash out a week earlier with quarterly interest paid to that point ?

Loonie
December 24 is a terrible date to have anything come due - Dec 24 this year is a Sunday. Dec 25 and 26 are holidays - things may get delayed and cause u problems. Maybe they would agree to process on Friday Dec 23. You are cutting it close - particularly at that time of year.

Yeah, I didn't realize 24th would be such a problem in the beginning as "old Hubert" had been so efficient and reliable in the past. I was sure it would be done by year end, but now not sure. Previous years had earlier maturities.

I suppose I could ask them to do it on the 23rd, but I doubt they would be able since, under the new protocol, the 24th payment wouldn't be honoured until the 27th, and not sure I'd trust that it would happen even if they said yes. It's an idea though.

YoHoJo said
The nightmare continues.
Now, not only transfers out do not work but Interac does not work either.
Everything appears working, from their web site, but does not. Funds go into a sinkhole and takes time and effort to recover. A recipe for disaster. I wonder if they are in such a dire situation that they cannot allow withdrawals, or they will go under immediately.  

Interac worked for me last night. Only issue was that I was forced to add my mobile phone number when I set myself up as a contact. The notification came through only on my phone and not email, even though both were selected. A pain since I only use my computer for banking.

Sending Interac from Hubert to my bank just worked for me.

Money deposited! The sender will be notified by email.
Confirmation # CA***ByF

YoHoJo said
Several family members tried the same thing with the same result:
  

Well, given that the system is working but won't work for you and you family, I suspect the issue lies not with the system. Perhaps the only remaining option is to follow the advice and "contact us for assistance". Good luck!

Case1030 said

Just out of curiosity, what would calling on Saturday accomplish on this item that calling on Monday (or even the following Monday) would not? I get the animosity towards them, but realistically (or reasonably) what would a Saturday call accomplish?  

Hey - there is no animosity at all towards them. But just to update you - the quarterly interest from Friday Nov 17 did not show up by noon today Mon Nov 20, so I phoned Hubert and they said they are working on it - they do not know why the interest did not get recorded for the Nov 17 quarter end by now - 3 days later.
Not worried at all - I am sure it will be corrected e-v-e-n-t-u-a-l-l-y or failing that I will just cash in the Term, perhaps losing a few days of interest but it is what it is with the new Hubert.

Case1030 said

So we agree, a Saturday call would have accomplished nothing better than the Monday call did.   

Nope - because the Access rep I spoke to Saturday said she would document the issue and forward to several Hubert reps emails so they had the details first thing Monday morning at start of business and could start trying to find the problem. I did not need to call early Monday morning. Hopefully they were already working on it when
I called much later today Monday - Hubert was aware of the details I had communicated Saturday. It did not hurt trying to move things along. I had nothing to lose by a 10 minute phone call Saturday except for 10 minutes since there was no wait on the line Saturday like there is during weekday. Anyways we each choose to do things we think may work to our advantage particularly when the unrecorded interest was not peanuts.