Thinkwise Credit Union Reviews (%countItem)
Thinkwise Credit Union Rating
Address: 2441 N Sierra Way, San Bernardino, California, United States, 92405-3547
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My name is ***. I applied for a Home Equity Line of Credit (HELOC) the end of November 2018 via the credit union website. Page *** emailed me November 30, 2018 and instructed me to fill out the application she had attached to her email, because I filled out the wrong application on the website. December 7, 2018, I received an email from *** who told me it would be much easier to fill out the application that was attached to her email and send it back to her. I filled out the application attached to Miss ***’ email and sent it to her December 10, 2018.
On or around December 20, 2018, I entered Think Wise Credit Union to find out the status of my application. I was told by a gentleman that Miss *** had locked my application in her desk and gone on vacation. I returned to the credit union on or around December 28, 2018, to inquire again about my application and was told Miss *** was still on vacation and there wasn’t anything they could do about my application being locked in her desk. Nobody knew when she would return back to work. Meanwhile, I continued to call Miss ***’ extension to leave her voicemails. I got no return call or emails from Miss ***.
On January 31, 2019, I sent an email to Miss *** to ask about the status of my loan. I didn’t get a reply email or phone call. On February 25, 2018 I called the credit union to complain about my application. A lady told me personnel who handle loans were in a meeting and she would have someone call me. A couple days later Miss *** called me to let me know she discontinued the application because I didn’t return it to her. I told her I sent the application to Miss *** per her request. She then told me she would check into it and call me back. It’s been four months since Miss *** said she would return my call and I’ve heard nothing from her. I thought the lady said her name was Miss Harmon, but I think it was Miss ***.
This service is unacceptable. If I’m being treated this way, I know they’ve treated others this way. You don’t lock someone’s application in your desk and go on vacation. You don’t disregard customers emails or voicemails. I received a call from Ms *** on June 25, 2019, she left a voicemail wanting to address my concerns. I called her 3 times and she has yet to return my call. It's been 2 weeks since she left a voicemail. This is just wrong. She obviously doesn't want to resolve the problem.
To Whom it May Concern:
Thinkwise Credit Union received a Member complaint via email to our CEO on June 25, 2019. This information was then forwarded to the COO for follow-up and resolution. Immediately upon learning about the Members experience, the COO made a call and left a voice message requesting call back. Several other attempts via email and cell phone were made between the date of the original complaint and the date of this letter.
With any Member concern, a thorough review of the information at hands is reviewed as well as the opportunity for key players to share how things transpired from their perspective. A timeline was created by the COO to understand Ms.’ concern regarding her application and her experience. In her complaint, Ms. states she made various attempts to reach a particular team member regarding her application; confirmed. In her complaint, Ms. inquires why her application was discarded; confirmed. In her complaint, Ms. states she left 3 messages, however, no records to support other than one voice message received on August 9, 2019.
On August 14, 2019, I finally had the opportunity to speak to Ms.. During our conversation, I addressed key concerns to include, but not limited to the following:
§ Paper applications. Paper applications have been discontinued. All applications are completed online or in person electronically. This was implemented to ensure instances like this do not occur. Centralizing where our applications are retained provides enhanced data security and a better Member experience regardless of the status of the application.
§ Service complaints on the Lending department - Transformation of the Lending department has been ongoing. We have a new cohesive team that understands the importance of providing individualized service, which includes follow-up.
§ Veteran & Disability - Specific markings within the branch reflecting designated to service disabled/handicapped individuals.
§ Team Members on vacation - Reinforced with the entire team that Out of Office messages are essential should a Member reach out via email or telephone.
We appreciate Ms.’ feedback as it reaffirms some of the changes made operationally. I am confident Ms. will give Thinkwise the opportunity to make this right and move forward from this.
Sincerely,
***-