Thank you for your patience during these trying times April 16, 2020
To my fellow members:
To say that we are in unprecedented times is an overused, yet totally appropriate statement.
Thank you for your continued patience and understanding as we endeavor to deliver service during this pandemic. The Wall Street Journal recently reported that customers had trouble with online and electronic banking services at the largest financial institutions in the country. Between the holiday weekend and the anticipated arrival of Economic Impact Payments (stimulus deposits), DCECU has also been experiencing an extraordinary increase in Online Banking and Mobile App usage, call volume and drive-thru service requests. Our Member Contact Center has had a 50% to 100% increase in call, chat, and conversation volume each day this week. Due to the high volume of member inquiries, wait times may be longer than usual as we continue to assist members during this time.
Due to stimulus deposit expectations, demand for service via our Online Banking and Mobile App exceeded two times prior maximum demand levels resulting in intermittent slowness and timeouts. We are working with our vendors to alleviate these issues and have seen an overall improvement in system response. Look for the addition of new features and options as we strive to continuously improve your Online Banking and Mobile App experience.
In addition, we adjusted our drive-thru service to better align with the extension of the Michigan “Stay Home, Stay Safe” executive order and CDC recommendations for “social distancing” in the workplace. In order to maintain appropriate space between our employees, we limited the number that are working the drive-thru lanes and reduced our lanes from six to four. This will inevitably lead to longer drive-thru wait times, but it is the appropriate step. We continue to encourage the use of our self-service channels such as Online Banking, our Mobile App, credit/debit cards, phone banking (1Call) service, and our extensive ATM network whenever possible. Please refer to the suggestions below that might be helpful. If these services are new to you, please contact us for help.
We are honored that you trust us to serve you and we assure you that we are taking the appropriate steps to ensure the health and safety of members, our employees and the community.
Thank you for your membership.
Michael G. Goad
Dow Chemical Employees’ Credit Union
We know your time is valuable. Here are some suggestions to ensure you receive the best possible service.
|To receive the most expedited service, there is little to no wait times at DCECU (or other) ATMs. Find an ATM near you. We have also temporarily increased our daily withdrawal limits to $1,000 per day. At non-DCECU ATMs, this may require multiple transactions.|
|When calling us, if wait times are too long, start a Conversation in Online Banking or the Mobile App for a response before the end of the next business day. If you need to reach us, don’t give up. Please keep trying.|
|We have identified that most of the transactions that are currently being processed in the drive-thru can be completed remotely which will ensure we all are doing our part to put an end to the transmission of this virus. In lieu of visiting our drive-thru, please safely conduct these transactions using our ATMs, Online Banking, Mobile App, phone banking (1Call) service, credit/debit cards or by mail or phone.|
|You can find information on Economic Impact (stimulus) payments here – or verify your deposit easily using Online Banking, our Mobile App, or phone banking (1Call) service.|