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Pioneer West Virginia Federal Credit Union - Left Hanging

Vehicle Loan - Complaint
Review by jondoherty on 2012-09-29
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
CHARLESTON, WEST VIRGINIA -- I always cringe when I call to follow up with a business and, after an extended hold, during which they are desperately searching for some remnant of the information I previously gave them (invariably, more than once), they respond with, "Well, do you remember who you spoke with?" It's a sure sign that this business has absolutely no system to manage and track customers' requests and paperwork.

Instead, a customer is left at the mercy and whims of an arbitrarily assigned, representative, who, if one is fortunate, is competent and motivated enough to competently process one's request, or, if one is unlucky, will never be heard from again. In my case my assigned representative "left" the company and with him disappeared my request to refinance my car loan.

Enticed by an advertisement for low car loan rates by my credit union, Pioneer West Virginia, on September 5 I applied online to refinance the loan on my car. I was "instantly" approved and received a follow up call from A., my assigned loan representative. A. asked me to call him back with my car's VIN number and the payoff amount for my loan, which I did the next day. And then, nothing. Finally, I called on September 28 to find, you guessed it, that A. was no longer with the credit union and no one else knew anything about my loan request.

I am astonished to find that all traces of my loan disappeared when this person "left" Pioneer West Virginia Credit Union. I find it amazing that, apparently, the credit union does not have anyone overseeing the overall progress of all on-going loan applications. I find it astounding that when this person "left" the credit no one had the foresight to follow up on the loans he had been assigned.
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