Perhaps my crying is caused by my heightened emotional state (being a brand new mother).... but I just had the most disturbing experience with a bank. I won't name names.... but the initials are WF.
My husband and I are interested in buying a home... with the recent addition of our baby boy- now is the time to take the next step. We have been saving for a down payment, working to improve our credit scores, and preparing all the necessary items. We chose (our first mistake) to pursue the bank for a pre-approval on our mortgage. The approval process was easy... The representative mentioned he would send me the commitment letter. I never received it. So, I called the bank this morning to check in. Of course my rep is on vacation... and 6 transfers (yes, 6, I'm not being dramatic)... the phone line was disconnected. I called back. With every transfer I was put to the end of the que. Every person that answered the phone said it wasn't their job... every person said let me transfer you. My frustration was compounding with each new person I had to explain my situation to... Finally the tenth person I spoke to said "I can't help you"... and I reached my boiling point. I said "I am so frustrated. I have been on the phone for an hour, please find someone to help me. And I would appreciate it if you stayed on the line until the next person picks up." then I continued... "I am regretting my decision to get financing with your bank".... and guess what he did then....
He hung up.
I wanted to use this time to remind each of us... that SERVICE really is our differentiator. Why do people (including myself) continue to pursue a banking relationship? Is it the fancy marketing or the perceived convenience? I honestly have no idea.
We need to educate consumers. There truly is a credit union difference!
Brandi Stankovic, CUDE
VP, Marketing and Admin
Ventura County Credit Union