Railway Credit Union

Initial Business Response /* (1000, 5, 2015/09/04) */
On Thursday, July we received an online application for a mortgageOur on-line application clearly states that submitting this application allows Railway Credit Union to pull creditThe preferred contact method was via emailNikki
*** emailed *** with the application, a list of additional documents needed, and a consent to pull credit as we like to have that in the file, if possible*** and Nikki emailed back and forth that day and Nikki received the application filled out along with the additional documentation that was needed*** informed Nikki that she was unable to print the documentsDue to her husband working out of town *** said the only time they could come in was on a SaturdayNikki let her know that Railway Credit Union is not open on Saturdays but there was a possibility that she would be coming into the office that Saturday the 25th to catch up on a few thingsNikki told *** that if she did, she would give them a callIt turned out that Nikki was unable to get to the office on Saturday due to family obligations
On Wednesday, July Nikki provided *** with the pre-approval they had requested via e-mailThe pre-approval was for a loan amount of $250,Without having a specific property address to work from, Nikki approved ***s for a loan up to $250,and possibly a little bit higher depending on the property taxes and home owners insurance on the specific property they findNikki went even further to give an example that they could look at homes with a $300,purchase price and put $50,down and have a loan amount of $250,Nikki let *** know in the email that this would put their monthly payment at approximately $2,000, depending on the taxes and insuranceThis number is very accurate given the rate environment at that timeIt is not our practice to quote rates because there are many factors that can affect that rate and mortgage rates can change several times in a day
In this email on the 29th as well, Nikki made *** aware when credit was pulled there were a few collections that would need to be taken care of before we would be able to close on a home loanWe gave her, in detail, exactly which collections those wereNikki asked *** to call us if she had questions about these collections or needed more information about them, as well as offering to see if they needed us to look at the possibility of doing a small signature loan in order to get them taken care of so they wouldn't have to pay them in full right nowThe last line in Nikki's email was "Let me know what questions you have."
Nikki did not receive a response back from this email at allShe was out of the office on Friday, July and *** called in and spoke with another employee of the credit union who helps out with mortgages when Nikki is goneAfter *** read her the email that Nikki sent back on the 29th she confirmed with him that this email was telling them the amount we could pre-approve them forShe then went on and quoted him rates from our daily rate sheet, just to let him know where the rates were for that day, along with payments that corresponded with those ratesThe conversation was positive and she felt the members were happy and satisfiedWe assumed they were now in the process of looking for a home
No other emails or phone calls were received from either *** or *** until we received a request to close their accounts on August Our AVP of Operations responded to the on-line request to close the accounts asking if they were unhappy and offered to work with them to see if we could get it resolvedWe didn't receive any communication again from ***s until August indicating that they were unhappy with the Mortgage DepartmentAfter this correspondence and learning they were unhappy, Nikki tried to call *** and left her a message as well as sent her an email on August letting her know that Nikki would like to visit with her about the situation to see what we could have done differently and have never received any responseNikki also called *** and when he answered he informed her that he was at work and couldn't talk and asked if she would call ***, which she had already done
When we received the complaint to the Revdex.com on September 2, Nikki again tried calling each of their phone numbers to resolve this and have left them messages with no response from the ***s
The employees of Railway Credit Union strive to provide the best possible service to our membersWe know that we can't always please everyone all the time, but when we hear that a member is not happy, we always try to resolve the situation positively for both partiesWe have tried to resolve this situation, but the member will not respond to our attempts to reach them
Initial Consumer Rebuttal /* (3000, 8, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I replied to the email that she sent an hour after receiving it on July 29thWe felt the mortgage dept is stretched too thin and didn't care for our businessOtherwise, we would've received communications from the business before we closed our account, not after
Final Business Response /* (4000, 10, 2015/09/15) */
After further review by our Credit Department, our on-line credit application clearly states that submitting an on-line application would grant Railway Credit Union permission to pull creditAlthough Railway was within our rights of obtaining credit information based on the submitted request, we are willing to remove the hard inquiry from *** and *** ***'s account due to their misunderstanding of the application processPer the requirements of our credit agency, in order to remove the inquiry, *** and *** need to contact the credit union as there is information and signatures that we must receive from them in order to honor this requestPlease contact Kay *** at ***