ComplaintsforSouthwest Louisiana Credit Union

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 30th, we went to Southwest Credit Union to open a business line of credit in the amount of 36,000. , We were introduced to ******* ******s by ******* ********. She described the application process, requested various documents, and explained how to complete the profit/loss spreadsheet. We exchanged conversations about being long-time educators in the school system and our desire to go in another direction in our careers. Everything was done and submitted ******, told us that everything normally takes about 2-3 weeks. We had no real concerns because we were long-time members of Southwest. On July 20, after several phone calls and emails asking for an update ****** called and stated, “our line of credit was denied because there was no way, I could afford the loan with just my income.” At first, we were baffled and had no idea what she was saying. Then she continued about my husband quitting his job and that is when we tried to explain to her, that ******* had not and was not quitting his job. She blatantly disagreed with us and said that is what we told her, and we never told her that. As a matter of fact, we never spent any time with her or ever step foot in her office. All our time was spent with ******* ******** because she was frequently unavailable. ******* never resigned from his job, and she had no right to falsify our application. She finally said that she would have the application reprocessed and call us in a week. Well, as of August 5th, we have not received a call from ******* ******s or ***** ****** updating us on our business line of credit. ****** treated us like second-class citizens and had no regard for our business best interest. We demand an apology from ***** ****** and ****** ******s, and both should be reprimanded and reassigned to a new position. They have no business bringing their personal biases to consumers

  Business response

  08/10/2022

  On Monday, August 8th, SWLACU's CLO responded to this complaint and on Wednesday, August 10th SWLACU's CEO contacted the members as well as a response to the complaint since he was out of office on Monday and Tuesday. The CEO spoke with the husband of the couple and the wife was unavailable at the time when requested to speak with her as well. The husband stated that he would pass the information from the call on to his wife. After a long discussion of our members' complaints, SWLACU acknowledged and agreed that there was not appropriate, ongoing communication from our team members to the satisfaction of the members. The CLO and CEO both addressed our expectations of frequent communication throughout the loan and account process with our Business Members. We also discussed the pending loan request. There was miscommunication that happened during discussions in the loan process that were mistakenly put into the application and as soon as SWLACU realized the mistake, it was edited and rectified for underwriting. There was no ill intent, simply a misinterpretation of what was transpiring. SWLACU does take responsibility for not clarifying sooner which resulted in a delay of the process that should not have happened. Lastly, the reason for the denial was not properly explained by our staff. The CEO went over the application and explained in more detail the reason for the denial as well as alternative options available to the members that could assist in financing. The member appreciated the call and the responsibility we took. All of these issues have been addressed internally. SWLACU has additional follow up that has been assigned to the CLO. The members and SWLACU consider the matters resolved as a severe miscommunication and lack of follow up on the CUs part. We are committed to more frequent communication to our Business Members and understand the importance of that. The CU is absolutely not in any violation of Equal Credit Opportunity Regulations and vehemently denies any purposeful intent as we immediately corrected the issue once made aware, which again resulted as a misinterpretation of facts.

  Customer response

  08/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17679373, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Stephanie Cistrunk

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