October 2017 by Sovana N.
I've been banking with AFCU for about 8 years now. I couldn't, for whatever reason get a car financed through them but was able to get a credit card with a decent credit limit and recently a house loan. I'm at the final stages of this process and I'm not at all impressed. For the standard they put themselves at and how difficult it is to get anything approved through their company, I just expect more. You can most likely find better rates and programs for first time buyers elsewhere, and get a better team of loan officers and processors. The ball was dropped on my loan, due to the team that was completing my loan taking random holiday, days before all the paperwork needed to be turned into the underwriters, our deadline was not met and date to close was moved. They decided to try and get the remainder of items needed in one day but were unsuccessful. Both agents couldn't reach the loan officer, Michael Derrow; he wasn't returning anyone's calls or emails, including mine. Several times the CD was changed and he email/left a VM as he was walking out the door. I couldn't get a hold of him, or anyone for that matter that could help. Michael recommended a program we qualified for that cost money and a 6 hour course with quizzes that would give us a few discounts. I did The course, I passed The quiz and I paid The money but now I'm being told, that even though I gave up a day with my family (which I don't get a lot right now) that I actually didn't qualify for and they're taking it away. The customer service at AFCU is below par, this includes the management. I was able to track down the email and numbers to the regional vice president, Colleen Harrington; she forwarded the novel I email to our loan officers manager, Leisa Gates. Colleens apology for what was going on (and there's so much more I haven't written) was robotic and cold. Leisa did an "investigation" into our loan but when she contacted me back, she simply stated they were working on it; no apology, no update about why the ball was dropped and then kicked around and no remorse for the fact that there's a family in a MOTEL and another who needed to start a small remodel project in order to move their 1 year old daughter in. Right now I should be in bliss, closing on my family forever home. Instead my wife is pulling her hair out and I'm trying to figure out how to get the house ready in time before moving day for my family without taking time off work- not looking good atm. From what little I'm being told, I believe my closing date will be moved again because these people can't get their numbers or information right. DON'T USE THEM!!!
