Integration weekend: Sep 22-24, we've been warned! | Page 37 | Hubert Financial | Discussion forum

Hubert/Access Interac e-transfer function is now operational - it was down first thing this morning.

I appreciate what Greg is saying, but who was the bright light who decided to move ahead with the Hubert "integration" in the absence of appropriate systems being in place?
I would put this squarely on the shoulders of the CEO of Access. At the meeting that I watched when the merger was being promoted, he was, in my opinion, unduly enthusiastic. There was no compelling case made for the merger at all, by either side, and now we have a mess, apparently with no end in sight.

Greg tells us the problem is with a vendor. This is the second version I have heard as to what the problem is. A CSR told me it was a regulatory problem. They need to get their story straight and COMMUNICATE with members clearly and proactively.

I still do business with Hubert, but am very annoyed that no one has taken responsibility for this fiasco or publicly acknowledged it or apologized for it.
Greg may read this blog but apparently the CEO doesn't, or doesn't care. I think it's time for him to go.

Blame it in the vendor.
Blame it on a regulatory problem.

I say blame it on Access CU.
Keep in mind that it appears Access CU is using the same platform as Oaken.

I have no issues with the Oaken system. And they seem to always improve new processes. And no problems cruising around with in their website. And what can’t you do on the Oaken system? I would say I can do everything I want on the system….full self serve. So it can be done, Access!

Access has a log out issue and you can’t cruise from GIC to GIC from transactions to details without incurring error messages. Although a second and an inconvenient try usually works.

Hubert went from a very well working system to Access system. They went from a 90% self service to the current Access system. Hubert CSRs, in the past, seemed to have the autonomy to make to do a lot of fixes while on phone or would transfer you to someone who could. Now we have CSRs that say they don’t have access to everything and aren’t knowledgeable on some products. <= Try to remain composed when you hear that! Then off to the back office who don’t follow up with the customer. That’s bad!

I have been an IT guy and can reassure that any conversion we did was not a failure like the Hubert/Accelerate to Access conversion. We did tons of testing and planning. We had tons of input from the field (users) as well. We also ran it on a backup system and did trouble shooting before going live. We had all programmers and field people ready for fixes.

The total blame is on Access.
The package selected.
Advising the vendor of what was needed.
The option to have vendor do fixes.
The transition management.
And why roll out both to Access? Would have been more sense to combine Accelerate accounts with Hubert Accounts on the Hubert system. Then when the dust settled in a year or two, the way these guys are going, move the Hubert/Accelerate system to the Access system.
And look around at all the extra payroll being spent! That could have been spent on a better system that would save money in the long run.
Look at all the disgruntled customers that don’t have as good and quick access to their funds as they did in the past. And now have to phone more often on “their” inconvenient window. Is it up to us to “put up” with Access as they struggle to fix….or will this be the new normal.

These folks are not organized properly. Access CU has been down too long this morning! M I C...K E Y...Mouse...operation IMHO. The CSR didn't even know it was down...until I called and 5 minutes later it was confirmed...

cgouimet said

Hubert discussions often attracted a lot of posters but mostly always with positive contributions until this one.

Now at 729!  

I agree, I have nothing positive to say about them now. If I was easily able to exit them I would. I don't trust anything they say and if I look at their actions I feel they are trying to kill hubert, not restore it after their dreadful transition. I mean, it's been 5 months now and you still can't simple tasks online and many of the CSRs are now unreliable and even the reliable ones from before are forced to use workflows and processes which result in delays and errors which are not acceptible for any business, never mind a financial institution.

I would not recommend anyone doing business with them at this point unless they have to and I don't see them making any effort to regain trust as they don't even seem to care that they've lost it due to their inexcusably poor planning. I guess that's all the vendors roadmap.

Even now, they don't put an effort to communicate properly and can't even properly brand communication so you know which institution you're actually dealing with. I will stop now because all I have left is name calling.

silencer said
I'm wondering if anyone else is having the issue I'm having. Before the integration I had recurring EFTs set up from my Hubert account to external accounts. Their "integration weekend" webpage promised that existing recurring EFTs will continue to be executed automatically (even though for new ones you will need to phone in). BUT, when I checked my transaction record on the Access online banking site, no, those recurring EFTs did not happen. This is a huge huge mistake...  

Vaguely familiar. I had setup auto bill payment(S) on the new site. I called in to ask a question, and was informed that this feature doesnt work for hubert clients! ( ok, so why offer it ! ) Good thing I checked because the last thing I need is missed payments... Just Saying. If Hubert would only post a list of things that do not work or work differently, would it be asking too much? MORE TRANSPARENCY NEEDED HERE so that clients are not kept in the dark. Maybe a timeline of what is planned to be implemented by when etc. As far as I can tell, after 4+ months theres still silence, and that tells me that nothing is progressing, so, I'm speculating that we will not see any progress for quite some time.

cgouimet said

For clarity, It crashed with all accounts I have at Hubert, not just the one I'm already linked to.  

Mine finally worked using access and doing one at a time. Shows up as access cu hubert under linked accounts.

Unfortunately it doesn't work with Tangerine for whatever reason. Their plaid program won't login to the account and if you put the info in manually it just give an error and tells you to call them. Don't you just love this care free modern technology which makes our lives easier and increases our quality of life?

cgouimet said

Wow. Catching up? I had to go back to Nov 3 to find that original post...  

I was reading through to see what people were saying about their experiences pulling from hubcess or accbert before asking and saw your experience but didn't notice if you had managed to solve it yet.

I do wish these businesses would stop flushing money into complex systems and JUST ANSWER THE DANG PHONE!

At least they keep ETF free for Hubert accounts, which i am utiliziing to move interest etc out of Access. Original Access account have to $1 per transaction.