1 /5 amat viv: I referred my sister to this branch for a small auto app. I assisted her with an online application, and we followed up the next day to discuss the outcome. I even called the branch and spoke with the SV, Shanika, who also spoke to my sister to add me as an authorized person of contact. She said it takes 48 hours or more to underwrite the loan. The loan officer, Dustin, requested all the required documents that the underwriter asked for. He said the last thing needed was a proof of residence document to get the pre-approval started. Today, we emailed again to ask about the closing process. No reply. We go to the dealership and let them know there is an open app that the credit union is working on. They told the dealer, the applicant had been declined. As an underwriter myself, I was appalled at the entire process and the negligence towards a potential client. It could be a discriminatory situation since my sister is a senior citizen on Social Security disability, and with a heavy English accent. We told the dealership to move forward with another bank. We dont want to deal with such a low level of customer service. She was approved in less than 10 minutes with a bank, not a credit union. Very, very disappointing and frustrating experience. Too bad my mortgage and HELOC loans are with this credit union. Will work on transferring them to a different financial institution, no doubt.
