topic Re: Disappointed with customer service at DCU - a fluke? in Personal Finance

Disappointed with customer service at DCU - a fluke?

Anonymous — Fri, 30 Sep 2016 22:33:57 GMT

Hey all,

I joined DCU last night with a savings account, as I plan to use them for an auto loan in a oouple months. I was shocked to get an inquiry today. A hard pull to join a credit union? Is that the standard? The lady I chatted with said that that's just what they do and if I were to immediately apply for a loan today, they would do another hard pull.

The service on live chat is pretty lackluster - alright, really bad LOL. Should I stick to phone conversations? Help me out guys, I'm pretty disapointed with the service I'm receiving. I have just used live chat a couple times and haven't actually talked to someone. Does that make a difference?

Please tell me that what I'm experiencing is just random. I hate to think I joined a CU that isn't going to have good service.

Re: Disappointed with customer service at DCU - a fluke?

Anonymous — Fri, 30 Sep 2016 22:53:33 GMT

I'm very surprised! I have an auto loan with them as well as the Platinum Visa and most of my money and CD's are with them. Savings, checking and money market as well.

They always HP Equifax. The pull is good for 45 days.

Re: Disappointed with customer service at DCU - a fluke?

Anonymous — Fri, 30 Sep 2016 22:55:18 GMT

Customer service in my experience has been outstanding. I do however read lots of complaints.

Re: Disappointed with customer service at DCU - a fluke?

Anonymous — Fri, 30 Sep 2016 22:55:51 GMT

That's what I like to hear. I'm hoping it's just a fluke!

Ok, so the lady was wrong (again LOL)? So, with the pull they already did, I can have them tell me what my auto rate would be without another hard pull?

Re: Disappointed with customer service at DCU - a fluke?

Anonymous — Fri, 30 Sep 2016 22:59:01 GMT

According to them and it was my experience when I joined was 1 HP good for 45 days with no additional HP's regardless what you apply for.

But you never know.

Re: Disappointed with customer service at DCU - a fluke?

iced — Tue, 04 Oct 2016 15:13:29 GMT

@Anonymous wrote:
That's what I like to hear. I'm hoping it's just a fluke!

Ok, so the lady was wrong (again LOL)? So, with the pull they already did, I can have them tell me what my auto rate would be without another hard pull?

They HP'd me when I joined them for a checking account years ago, but I didn't think much of it. Comcast and Verizon have done more HPs on me than DCU has.

Once you log in on the DCU app or website, there's a section for pre-approvals and offers. These tell me the amount and rate they offer to me. I used to think it was just a sample rate but I accepted an auto loan earlier this year and got the paperwork to take to the dealer for when I purchased the car, still with no HP. There was no language in the fine print that said it was a sample rate subject to credit approval, nor was it a range of values, so it may be your actual rate.

I didn't go through with the loan in the end so I don't know if they would have eventually done a HP or not.

Re: Disappointed with customer service at DCU - a fluke?

minski — Tue, 04 Oct 2016 17:21:02 GMT

Can't say. When I joined, I opened checking since it was free and applied for an auto loan at the same time. One HP to EQ. My only experience with CS was when they called me about the auto loan. Rep was pleasant. But then I kept getting these reminder emails about the auto loan which was a bit annoying and pushy.

Re: Disappointed with customer service at DCU - a fluke?

Anonymous — Fri, 07 Oct 2016 15:51:04 GMT

I opened my account and then later opened a checking. Over the phone, the representative stated the checking would not be another HP. He/She forgot to mention that opening online may result in an automatic HP and that I should open the checking account over the phone.

I was able to fill out a form and dispute the second HP. DCU removed the second HP. Couldn't be happier with the savings rate but haven't dabbed into their credit products yet.