Phone app
Easy to use
The new bill payer took some time to adjust
Liked older model better
The new bill payer took some time to adjust
Liked older model better
Response from developer
We appreciate your 5-star review! It's fantastic to hear that you're adjusting to the latest upgrade. Your feedback is critical to us, and it assists us in improving our services to better meet our members' needs.
Liked the old app.
Liked the old app. It was simple and quick. With the new App I was expecting at least a text or email based multifactor authentication. With so many frauds around that was an important thing to provide rather than replacing an app that was already better.
Response from developer
We are sorry for the frustration you've experienced with our Mobile App. Two-factor authentication can be turned on by following these steps: Once logged in please select Membership --> My Profile --> Sign in & Security --> Enhance Two-Factor Authentication. We hope this helps! If you have any questions, please call 800-328-8797, option 5, for troubleshooting assistance.
Frustrating and unintuitive
We just had a very negative experience with DCU and their banking app. This app has always frustrated me because of the way it seems to hide features in strange places instead of making them intuitive to find (e.g. statements or a list of existing scheduled transfers to name a couple). But this week all of my husbands bank cards were locked because of a $.79 interest fee on a credit card that he was completely unaware of. In November he paid the full balance like usual (or so he thought) and hadn’t used the card since. Unbeknownst to him, the bank balance he paid, which included an additional fee listed on the account, wasn’t the full balance. There was an additional $.79 owing but it didn’t appear on the credit card balance or in the section of that displayed additional amounts owed. He never received a single notification to alert him to this other than his regular monthly statement which because the account was at zero, he hadn’t checked. The cards were turned off without DCU even trying to alert him (It was clearly an oversight on his part - he has way more than enough money to cover this tiny amount!). It took us calling DCU and a DCU employee on the phone explaining that there is essentially no direct way for him to know he had a balance owing through the banking app. The only way would be to go to pay the credit card and click “pay in full” and compare that number to the sum of the balance owing and additional fees owing. We found this to be unbelievable. How can you have a banking app that doesn’t readily show you the full amount you owe?? You literally have to be trained in the app to be able to find what you actually owe. Moreover the employee was not at first willing to acknowledge the role the app played in the situation, instead insisting over and over that it was listed in the statement. Well that may be, but it doesn’t change the fact that the DCU app’s poor design played a major part as well. This was a very disappointing experience. We have been life long DCU members but DCU has been going downhill. I’m now searching for other credit unions with better banking apps because this is the straw that broke the camels back for me.
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Power online banking user gives thumbs up to team behind DCUs newer online banking system
I consider myself a power user of both the app and web site and I must say that all of the negative feedback on DCUs online banking app is ridiculous. Have there been bugs? Sure. Is the new app a clone of the old one? No. Are bugs addressed in a timely manner? Yes, every single time I have reported an issue this feedback is taken seriously and addressed.
Focus your feedback on bugs and new enhancements you would like to see vs. simply complaining and you will find that there is a team behind the newer app willing to make this the best experience possible. DCUs old mobile apps were really good, but the web site online banking was cookie cutter and very little could be done by DCU to make it better since they got the same product every other customer had. It really hadn’t improved in years.
You (like me) DCU customers now have the ability to have a mobile app and web site for online banking that can actually be enhanced to our needs. Report bugs, but also report enhancements you would like to see and maybe you’ll see what I found, that your feedback will actually be taken seriously and addressed.
Big thumbs up to DCUs newer banking provider. You took on a big task in this conversion and while it has not been perfect, it is obvious to me how hard you are working to provide members like me a great online banking experience.
Focus your feedback on bugs and new enhancements you would like to see vs. simply complaining and you will find that there is a team behind the newer app willing to make this the best experience possible. DCUs old mobile apps were really good, but the web site online banking was cookie cutter and very little could be done by DCU to make it better since they got the same product every other customer had. It really hadn’t improved in years.
You (like me) DCU customers now have the ability to have a mobile app and web site for online banking that can actually be enhanced to our needs. Report bugs, but also report enhancements you would like to see and maybe you’ll see what I found, that your feedback will actually be taken seriously and addressed.
Big thumbs up to DCUs newer banking provider. You took on a big task in this conversion and while it has not been perfect, it is obvious to me how hard you are working to provide members like me a great online banking experience.
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DCU should master the basics first
The new app is incredibly unintuitive and difficult to use. Additionally, it crashes near constantly and I am essentially unable to access my bank account via the app. Without fail, every time I try to load and view more transactions it crashes. It has been this way for several months. I waited, hoping that it was a simple bug, but it is clear that DCU (or whoever they hired to build out the app) did not take the time to quality test it.
We don’t want more features, we want an app that works. I would settle for an app that I can login to without it crashing more than half the time.
We don’t want more features, we want an app that works. I would settle for an app that I can login to without it crashing more than half the time.
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It’s time to break up with DCU
I’m writing this in December 2022, having stuck with the app and DCU for a few months since the redesign earlier this year.
Like many other reviewers, I have been a customer with DCU for many years. What was once a banking institution with high customer support, innovative remote banking options, and competitive rates has turned into a shell of what it once was. The last straws for me: increasing my credit line after almost 20 years requires a hard credit pull and the log-in experience continues to experience several bugs that prevent me from being able to do something as simple as log in and check my balance. I work in software development and although some issues are due to user error, I tested the log-in experience through many different use cases to verify if my constant and evolving log-in issues are due to user error or poor product development. It’s not me, it’s DCU.
I can no longer justify staying with this bank for my checking and savings needs. Advice to the developers: you really need to fix the login experience. It’s the *one* thing that you have to get right. Advice to DCU: it’s worth it to invest in a better vendor to build your software updates correctly. We don’t need more features; we need the basics (like logging in) to work.
Like many other reviewers, I have been a customer with DCU for many years. What was once a banking institution with high customer support, innovative remote banking options, and competitive rates has turned into a shell of what it once was. The last straws for me: increasing my credit line after almost 20 years requires a hard credit pull and the log-in experience continues to experience several bugs that prevent me from being able to do something as simple as log in and check my balance. I work in software development and although some issues are due to user error, I tested the log-in experience through many different use cases to verify if my constant and evolving log-in issues are due to user error or poor product development. It’s not me, it’s DCU.
I can no longer justify staying with this bank for my checking and savings needs. Advice to the developers: you really need to fix the login experience. It’s the *one* thing that you have to get right. Advice to DCU: it’s worth it to invest in a better vendor to build your software updates correctly. We don’t need more features; we need the basics (like logging in) to work.
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Stinks
DCU website and app was not that good to begin with but the most recent app is really terrible. My most recent issue is getting deposits deleted because your wonderful app won’t store the second picture of the rear of the check. I’ve restarted the phone and reloaded the app with no resolve. I simply cannot take a picture and have it save of the rear, just let’s you take a picture of the front. I’ve been using mobile deposit feature for better part of tens years so I can assure you it’s not user error. It’s also in a silly location by the way. You should mention to the knuckleheads that built this poorly tested app to put the check deposit selection in the account your in not else where in the app. I’m definitely about one more issue from jumping ship and going back to Citizen’s
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Does what it needs to.
Credit where it's due, I have been skeptical after the relaunch, and the new DCU application. At the time, developers promised that features would come back, and that the experience would get better. They are delivering.
It's a little difficult for me to separate business decisions from design implementation. I still don't like the ‘big bank’ focus that DCU has created, and I don't see any point in the integrations that are showing. However, the things that I want to do — check my balance, and see it as a widget — are now being delivered and that is the important thing for me.
It's a little difficult for me to separate business decisions from design implementation. I still don't like the ‘big bank’ focus that DCU has created, and I don't see any point in the integrations that are showing. However, the things that I want to do — check my balance, and see it as a widget — are now being delivered and that is the important thing for me.
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New app trashes everything DCU gained over the years with its users!
Long time DCU fan! Been through a few such interface changes over the years. I used to see it as an institution that wasn’t for profit but in tech was ahead of most for-profit banks. Not anymore. The archaic app makes a mockery of what good user experience is. UX, HCD, move over all of that. I mentioned this to a DCU official and got dismissed as yours get used to it. I do this change management for a living. I know change resistance when I see it and this is not it. I still waited a long time thinking maybe I’d get used to it but it pains me to say now I hesitate when I refer DCU to someone, which I happen to do more often than I’d care to admit.
I sincerely hope and believe it is a temporary blip but it has already lasted way too long and I know these things are not easy or fast to turn around. Vendors aside I am appalled at how DCU team allowed such a major change without user testing with a small group (focus group or pilot group)! It feels like they took loyalty of users for granted.
Best of luck to all DCU users until they turn it around!
I sincerely hope and believe it is a temporary blip but it has already lasted way too long and I know these things are not easy or fast to turn around. Vendors aside I am appalled at how DCU team allowed such a major change without user testing with a small group (focus group or pilot group)! It feels like they took loyalty of users for granted.
Best of luck to all DCU users until they turn it around!
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“Response could not be validated, data file was nil”
Whatever that means. I cannot even login on the app yet I go on the website and I can login just fine and make transactions. I have had this problem since three days ago and DCU seems to not know there’s a problem. There’s no error sent to the administration, and there’s no updates waiting. Everything is up to date and I can’t even access my account. Bad app, DCU’s app is getting harder to use every update. Might be time to move on from small town credit unions
UPDATE: They patched on a band-aid that lasted a week, so I was able to login for a short while. When I was unable to login, I had to go on the website just to access my account. Now I get the same response upon trying to login: “Response could not be validated, data file was nil.” No permanent solution, no overhaul of a terrible app, just a Disney Princess band-aid on the gunshot wound. Crappy app for a crappy credit union
UPDATE: They patched on a band-aid that lasted a week, so I was able to login for a short while. When I was unable to login, I had to go on the website just to access my account. Now I get the same response upon trying to login: “Response could not be validated, data file was nil.” No permanent solution, no overhaul of a terrible app, just a Disney Princess band-aid on the gunshot wound. Crappy app for a crappy credit union
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