Beware of Victorian Teachers Credit Union FEES

Beware of Victorian Teachers Credit Union FEES … my wife just lost $90 in 2 weeks.

It all started when she started a new small business, something that we as a community should be supporting, someone with an entrepreneurial spirit. But coming froma teaching background she was also used to regularity of her income.

And it wasn’t just the extra cost and lack of immediate cash flow … but her daughter was having a baby, our first grandchild and she was part of the birthing team at the home birth.  So with two trips to Melbourne and all the excitement I can understand how she forgot to transfer some money to cover automatic payments like Medibank, and the car insurance.

Now picture a bank that cares for their customers.

Have you got that picture?

Well I have a picture from around 1985 one morning, rushing around shopping and banking and when I returned home the telephone went (mobiles weren’t that popular back then) and the voice said “Hi, it’s ‘Jane’ here at the building society and I think you left your leg of lamb here at the bank. Have you lost a leg …?”

WOW … even back then I was impressed with that quality of service.

The staff at the bank actually knew me, and it was ‘real’ service.

So the irony of the Victorian Teachers Credit Union banking system is that occasionally, when you make a payment on-line you get a phone call from a customer service staff member to check if you just made the payment.

Now I used to be a professional risk engineer and I do not believe that the risk of internet banking fraud is really very high, but it’s nice of them to call, yes?

So what’s the point in  sending my wife a letter after her account has been debited with all the fees? It’s a bit of a waste of time in my opinion … except they did say you can change from automatic payment to say BPay which would prevent the overdrawn fee. That’s a possibility.

And the cost of sending the letter, which is signed personally must be at least $1.

Wouldn’t it serve your customer better to call them … just like when they make an on-line payment? Surely they don’t do it for the revenue from fees and charges? No, not a credit union, that’s something only the BIG banks do isn’t it?

Ninety dollars in fees in two weeks … last time that happened was with one of the BIG banks whom we had just opened an account with because they were ‘next door’.  We soon moved our accounts.

I would install a system that sends out an automatic text message or email giving the customer say 24 hours to rectify the account, in fact I think the Victorian Teachers Credit Union used to do something like that.

Is service really that hard to provide?

I mean … I can walk into any bank almost anytime of the day and find staff members who could be more actively employed.

Have we simply allowed service to just disappear.

It appears to be the case at the Victorian Teachers Credit Union.