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Complaint Details
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Initial Complaint
03/24/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
3/24- I am a member of the credit union and have been for several years. I called and applied for a loan and the loan officer returned my phone call stating several misleading informationBusiness response
04/17/2023
[BBB Transcription via Email]
Response – ****** *****, Branch Manager
Ms. ***** had called and left a message to apply for a loan. I unfortunately was not available and asked **** to contact her and process her loan application.
I was off on March 22,2023 and returned on the following day. **** and I discussed the application since the credit score was below 600.
In reviewing, Ms. ***** had an Auto score of 522, her last loan was our holiday loan, $1212.00 for 12 months at 12%. The loan took 23 months to payoff and had 14 late payments. There were new collections on the credit report since her last loan with FFCU dated 10-30-2017. Ms. ***** has been at her current job for 3 months. Prior to this her job history was R***** 6 months, A***** 5 months, B**** 2 months, T***. A***** 1 year, not sure of the order. The decision was to deny the loan based on prior loan repay history with several months of delinquency and Insufficient Job time. After **** had spoken with Ms. *****, she came to me and told me about her being unhappy with the decision. I did try to reach out to her and left a message, she did not return my call.
Response – **** ******, Loan Officer
I spoke with Ms. ***** on 3/22/2023 about a preapproval for a vehicle she was looking at. I did tell her that I would call her on Friday and let her know what my approving officer said.
I called her on Friday to deny her loan based on her score, job time and repay history. I said hi ***** it’s **** from Fremont Federal Credit Union calling about your loan application. I said unfortunately we can’t approve your loan based on your repay history with FFCU. She started saying that she does have a bad history with FFCU, but she always eventually pays the loan back. I then told her that the repay history wasn’t the only reason. I said yes that’s true, but because of that we couldn’t approve you at this time. I then said another reason was job time. She then stated that she was calling the BBB based on the denial and what happened in the office yesterday and then hung up on me. When I got off the phone with her, I went to ******’s office to let her know what was going on. ****** asked for her account number so that she could call her. ****** called and left her a voicemail
If I can be of further assistance, please do not hesitate to contact me.
Thank you and kind regards, *****Customer response
04/17/2023
Complaint: ********
I am rejecting this response because: the statements from the loan official is incorrect.
Sincerely,
***** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.