I was approved (online) last Thursday for a refi. I received a generic email from them telling me I would hear from a rep shortly so which I replied the next morning to request that callback. By lunchtime day I hadn't heard, so I called DCU only to be told that no one can help me, that I need to just wait for the rep to call me. I asked them when I would hear back. He said for sure by 7pm that same day. I did not hear from anyone, then it was the weekend... yesterday (Monday) I was so busy at work I'd forgotten to call them and didn't remember again until about an hour ago which meant I'd be calling them 15 min before they close. I'm so disappointed with their lack of customer service that I didn't make that call. I would only save about $250, but heck it's almost a whole car payment. I'm so irritated right now, I'll decide tomorrow to call them or to leave it alone.
Yes I'm a member since last summer so they have all of that (took 3 weeks and many phone calls to bug). I was going to call on Monday and as a person here said to do, ask for a loan officer. I had just been so busy Monday I didn't think about it until Tues. What irks me is that it's been 4 biz days and I've heard nothing, and that when I did call them they said that no one could help me and to wait for the call. I know many are very happy with their service but I think people should also be aware of their lack of.
UPDATE: It's been 2 weeks now. I do, however, get their emails inviting me to auto finance with them. LOL
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!
Well, a nice girl called me today to see if I still wanted the refi! She said my app expires tomorrow. lol really?? does it expire tomorrow?? Only 29 days later.
So did you take them up on the refi?