Are you a member with them? I went through something similar when I refied a month ago but they didn't give me too much of a hard time.
They have different ddepartments that handle different loans. I would ask to speak to the department that handles auto refies. That departments extension starts with a 9 I think. You can mention that. Do they have your SSC and DL? They couldn't help me until I email or faxed that over. Once I did (and became a member) everything was as smooth as butter. Ask for their email to send loan documents over to if you don't already have it. They have 2 email addresses and the one to send loan doc's to isn't on their website. You must ask for it.
They have different ddepartments that handle different loans. I would ask to speak to the department that handles auto refies. That departments extension starts with a 9 I think. You can mention that. Do they have your SSC and DL? They couldn't help me until I email or faxed that over. Once I did (and became a member) everything was as smooth as butter. Ask for their email to send loan documents over to if you don't already have it. They have 2 email addresses and the one to send loan doc's to isn't on their website. You must ask for it.
If they gave you a really good interest rate, I would try and wait it out for a few more days if you can. I have heard of others having a hard time getting through to the person they need to speak with and that they should wait for the call. I definitely know how you feel though.
Also it has been quite busy for DCU from what I have been reading. That may also contribute to their delay in returning your call.
I've had some terrible customer service with them, as well. Oh well, the product makes up for it..
Not sure how it works with a refi, in my case, I asked for a loan officer from the branch and told the CSR that I have an approved loan and would like to discuss something with the loan officer. They gave me an extension number (it did start with 9, something like 9501 or a permutation of it) prior to connecting me but I never got the reply that I needed to wait for a call from them. This was before I even had a car that I wanted to buy and I only wanted to ask when the approval expired and verify how much I was approved for. Also, make sure you key in your member number when prompted since I noticed that the wait time is less if you do this. When you get a loan officer on the line, ask for your approval number and use this in all your emails and phone inquiries so they access yur file faster and they associate the documents you email to your account right away. Hope this helps!
