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.
(