Langley FCU - worst customer service ever? (spoiler: no, but still pretty bad)

heyryan — Thu, 28 Feb 2019 18:15:13 GMT

tl;dr: App'd for auto refi, no communication, declined for not being eligible for membership (I am a member), not responding to emails, calls, etc.

Sorry if this is a bit rant-y, but I wanted to share my experience in the hope no one else has to go through the same thing!

I joined Langley about a month ago, after reading some very positive experiences here on the board, and soon after saw they had a promotion for auto refinance: $250 cash, and they also give you back 10% of the interest you pay. The rate was the same as I'm paying now, so I decided to do it. Unfroze my credit report since they said a new pull was required for auto (even in the 30 day window from joining), and did the online app. It sat there for about 2 weeks as pending, with no communication from Langley at all. I called a few times to check on it and was always promised someone would get back/reach out to me, but no one ever did. I was definitely unimpressed at this point so I decided to see if email would be a better avenue. After some googling, found a VP of Consumer lending and sent an email explaining everything to him and asking if someone could at least reach out to me - no reply. Finally the status changed to DECLINED, reason: Not eligible for membership in this CU. WHAT?! So I called them yet again, and explained that I was already a member, and I applied through online banking so my member # was on the application. Clearly whomever looked at the app didn't look very closely. The CSR was as confused as I was, but they promised to have a supervisor look into it. A few more days passed w/o communication, so I called in again. A very nice and apologetic gentleman said he really wanted to help me and promised he'd call back within 24 hours or so - this was a week ago, and I still have yet to hear from anyone. I tried emailing higher up just to see if anyone would follow up with me, and 4 business days later, no one has reached out. I can't imagine continuing to do any kind of business with a credit union that so blatently ignores its members. I don't even want the loan at this point, I'd be too afraid of their response (or lack of) if I ever had an issue with a payment posting or something reporting incorrectly. I did finally get a rejection letter with the same "you're not eligible for membership" line checked saying my credit score was 795 at the time.

I will say, everyone has been friendly, but repeatedly promising customers that they'll receive a follow-up and then failing to do so is definitely not cool.

Re: Langley FCU - worst customer service ever? (spoiler: no, but still pretty bad)

Loquat — Thu, 28 Feb 2019 22:20:51 GMT

OP,

Sorry you are dealing with such. Even though they have failed to speak with you I think they have very well communicated with you. What communication? That they aren't the lender for you. They can't even get the most very basic task completed...which is keeping your word to a member. Take the heed of the warning signs...the writing is already on the wall. Don't walk...run away!

topic Langley FCU - worst customer service ever? (spoiler: no, but still pretty bad) in Auto Loans

Langley FCU - worst customer service ever? (spoiler: no, but still pretty bad)

Re: Langley FCU - worst customer service ever? (spoiler: no, but still pretty bad)