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Old 07-22-2013, 03:00 PM
 
Location: Corona the I.E.
10,139 posts, read 16,005,942 times
Reputation: 9078

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I have an account there, they have always been good, and I have been on hold no joke for 40 minutes

Is there some telecom outage in the area? Are they have financial issues?
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Old 07-22-2013, 03:52 PM
 
Location: San Antonio. Tx 78209
2,649 posts, read 6,961,883 times
Reputation: 1739
It's a Monday?
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Old 07-22-2013, 03:54 PM
 
Location: Corona the I.E.
10,139 posts, read 16,005,942 times
Reputation: 9078
Quote:
Originally Posted by smuboy86 View Post
It's a Monday?
They finally e-mailed me they are supposedly upgrading the call center. Monday or nothing 40 minutes on hold is totally unacceptable..
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Old 07-22-2013, 03:58 PM
 
Location: San Antonio. Tx 78209
2,649 posts, read 6,961,883 times
Reputation: 1739
Frustrating, but if its the worst thing that happens to you all day, I'd still chalk one up for the win column
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Old 07-22-2013, 05:14 PM
 
14,637 posts, read 33,007,577 times
Reputation: 6683
Quote:
Originally Posted by Colorado xxxxx View Post
They finally e-mailed me they are supposedly upgrading the call center. Monday or nothing 40 minutes on hold is totally unacceptable..
I spend several minutes on hold with them whenever I call. 40 minutes is ridiculous but if they're blaming it on an upgrade, I guess that's an acceptable excuse. I try to do everything with them online since I don't have a branch near me, and they are pretty quick with e-mail responses when I have an issue. However, we've waited over a year now for a new debit card for my son's account that they said was compromised (he buys games from someplace overseas and it freaks them out so they shut his card down) but he has never had a problem with his USAA card performing the same transactions, so he's got about $50 just hanging around over there. I guess next time we're in SA we'll need to go in and close his account.
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Old 07-22-2013, 10:28 PM
 
422 posts, read 703,783 times
Reputation: 367
Great advice when calling SSFCU and here it is..

What time do you head for work?

I usually head for work at 630am and thats when I call them with no wait time whatso ever
I know it's early but it beats waiting.
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Old 07-23-2013, 08:37 AM
 
Location: Texas
475 posts, read 1,029,095 times
Reputation: 229
Call center management can be tricky in terms of how many representatives are scheduled or available. Not sure what might have been the case at SSFCU yesterday, but I think I heard that they are going to move their member services center to a new location nearby the headquarters...running out of space at HQ I guess. That might have been a contributory factor.
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Old 07-23-2013, 03:36 PM
 
Location: NE San Antonio
1,642 posts, read 3,820,764 times
Reputation: 1450
Get a direct numbr for your nearest branch the next time you are there, they can help with most things
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Old 07-23-2013, 04:56 PM
 
3 posts, read 4,888 times
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Default Improvements to Member Service is what is happening at SSFCU

Thank you everyone for your patience! I am Elizabeth, the Social Media Coordinator with Security Service Federal Credit Union and I will attempt to answer some of your questions.

Colorado XXXXX- We are sorry for the 40 minute hold time and the inconvenience. Right now, we are going through many changes: Transitioning members from CompuBranch to the new myBranch, our mobile apps, troubleshooting online banking and assisting customers with account questions. That is all of top of other job duties, so we keep our representatives busy! But all of those technological improvements to better serve our members creates the longer than usual wait time, especially during peak times when the representatives were already busy. We are asking that members be patient as we move forward together. In the meantime, you can always send a Secure Message through myBranch or you may email serviceteam at ssfcu dot org with your questions (and contact information with a good time to respond in the future) and a representative may be able to assist you there instead of using the phone. Please keep in mind that with a Secure Message or email, the reply is not instant but will allow you to not hear our wonderful hold music.

sapphire- Please email serviceteam at ssfcu dot org with your contact information and reference this post. I have given the team a “heads up” about your situation and they will be able to assist you further with your son’s debit card.

Thank you all for your patience and understanding!

Elizabeth R., Social Media Coordinator
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Old 07-23-2013, 04:59 PM
 
14,637 posts, read 33,007,577 times
Reputation: 6683
Quote:
Originally Posted by SSFCU View Post
Thank you everyone for your patience! I am Elizabeth, the Social Media Coordinator with Security Service Federal Credit Union and I will attempt to answer some of your questions.



sapphire- Please email serviceteam at ssfcu dot org with your contact information and reference this post. I have given the team a “heads up” about your situation and they will be able to assist you further with your son’s debit card.

Thank you all for your patience and understanding!

Elizabeth R., Social Media Coordinator
I have a string of e-mails already. It's really not that big of a deal because he's not a high roller and we've switched him over to USAA. We stay with SSFCU--out of laziness, I guess? We've left the SA area and since everything is done online we stay. USAA allows for checks to be deposited on my mobile phone so all is well. But thank you!
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