Business ProfileforChartway Federal Credit Union

Worse experience ever with a refit union! I recently opened an auto loan and would never use Chartway ever again. I only used them due to the thought in ease of member to member loan. Definitely the opposite and experienced the most frustrating auto experience ever. The process took over a month to finally receive the title in order to register the car and be able to drive the vehicle. The loan officer was not trained on the situation, reached out to her supervisor without a follow-up, never returned my voicemails, I had to email and call several times without responses over weeks, supervisor was not helpful either and offered a resolution then stated he wouldn’t suggest I do what he advised. I even went into a branch to provide documents as they requested me to do. They ended up sending to corporate days later when I was told to do go into a branch so it would be expedited and sent to corporate, I even asked the branch if they could expedite it. Had I known they would’ve sent it later I would’ve hand delivered myself. I could not drive a vehicle that I was already paying insurance on for over 4 weeks. The loan officer and her supervisor were not helpful throughout the process and Chartway lacks in training and learning gaps, corporate and their branches are disconnected and not familiar with what each other do. Lack of communication all around from corporate to branch, loan officer to member, supervisor to employee, and overall process flows have procedure gaps.

Hi Ms.D****, I extend my sincere apologies for the recent inconvenience you encountered with Chartway Credit Union. We hold ourselves to the highest standards of member service and regret that we have not met your expectations. We attempted to contact you June 21, 2024. Your feedback is highly valued, and we have escalated this matter to our Director of Consumer Lending. Moving forward, we are improving communication between our lending department and branch locations to ensure clarity and avoid such issues in the future.