Client Review on Harborstone Credit Union

Feedback:

I brought my sister in to open up a checking and savings account. Although I am a US Citizen, my sister is a permanent resident so I wasn’t too familiar with the process of what ID requirements there are for her situation. So to be safe, we brought in the following:- Philippine Passport - US VISA attached within passport book- Social Security card- proof of mailing address At first, the gal we worked with said those would be fine to open the accounts. Then later on, she said they were not acceptable. When I asked what was acceptable, she let me know that WA State ID and the SSC along with proof of mailing address. I wanted a little bit more explanation on why the items we brought in were unacceptable but they weren’t really able to provide a good explanation until I kept pressing for specifics. I truly believe that empathy can go a long way in any industry you work in, and I believe that the gal we working with showed compassion for our situation but I don’t believe the banker helping her showed understanding regarding our situation. I think it’s also extremely important to know your own ID requirements and why you guys ask for those requirements. The gal we were working with said that in her 2 years of working for Harborstone, she had never come across the situation before. I found it shocking that permanent residents don’t come in to your bank to try to open accounts and that we were the first one. The two bankers helping us provided only one option for the primary ID and it was the WA state ID. After they gave me that only option, I asked if my sister’s US Permanent Resident Card would be sufficient and after 10 mins of research, they were able to verify that it was. How do the bankers not know their own ID requirements to open up checking and savings accounts? Or at least provide alternate options versus me having to dig deep for the information. I’m extremely disappointed in the level of service we were provided with today. I contacted BECU after coming to your branch and they were able to provide me a whole list of acceptable and unacceptable forms of ID. Just having that knowledge made the difference for us in our situation. I hope you are able to understand where we are coming from and why I’m so upset by this situation.