Mountain America Credit Union - Salt Lake: State Street Branch — Local services in Salt Lake City

I was looking to start renovations for my home and after researching options decided to do a HELOC loan, friends recommended mountain america credit union due to the positive experience they had, I initially tried to apply online but had difficulty and miscommunication with them so I decided to go in person. The gentleman I spoke seemed knowledgeable about the process and relayed it would straightforward after discussing my needs they relayed we could also do a bridge loan to consolidate debt and still have funds for the renovation. With the estimated rates it appeared that everything would work out and I'd have lower payments so I went through the process and the contractor i had been working we peoceeded and planned when the payment would be.

The issues began after that verbally the amount had been discussed and confirmed unbeknownst to me the underwriter changed the amount to 40% lower than what was discussed and that change was never communicated to me until the final paperwork which unfortunately due to my schedule that day and being in a hurry I didn't catch the difference and signed. When the loan funded I went into my local branch to get the funds, and saw that I wouldn't have enough funds for the payment to the contractor due to the consolidated loan accounting for most of the HELOC. I spoke with a seperate loan officer and that is when someone updated me on the loan difference but there were no notes as to why or confirmation that someone had told me. On top of that HELOC loans only need a savings account opened, the loan officer I had orginally spoken opened a SECOND savings account, a checking account and a debit account which was NEVER discussed. I also found out that the loan officer gave outdated policy information about calculating the loan which would have affected my decision to proceed. When I called back the only option was to open a signature loan that had higher rates than my prior one. A manager called me back and relayed we could try to work something out with the rates which I appreciated but after this experience if I could close everything I would!

What I took away is that the loan officers are not on top of their jobs and unless it's on a document anything they verbally relay has no bearing on the final product and beware of extra products they open without...

I was seeking a recreational loan from this branch and was disrespected, blatantly lied to and disregarded. I made an appointment for my loan, which was ignored as other people were talking with my assigned loan officer when I arrived. I was able to speak to someone else, Cayden, shortly thereafter. Cayden was nice enough as a person, but did not seem to care about my experience as a customer. He asked for unnecessary paperwork before submitting the loan- you do NOT need a bill of sale already signed to receive a loan. I know he has been working there for at least a year because there is a plaque on the wall that states as such, so he should know better. Cayden also sent paperwork with the wrong year on the application to MACU's corporate office, causing unnecessary delays.

I submitted my loan on a Friday and wanted to know the timeline of events so I could coordinate with the selling party, so I asked if their corporate review offices were open on Saturdays, fully expecting them to not be. Cayden had the gumption to look me straight in the eyes and lie to me about it and said, 'Oh yeah, for sure. They work the same hours as us on Saturdays.' Okay, perfect. I am told that it may be done end of day, even better news. I am anxiously awaiting the phone call telling me it is approved, denied or needs to be negotiated. No phone call. Weird, but okay. So I call them, and apparently no one from corporate has looked at it yet. So I wait a day and call again. The lying continues when everyone who answers the phone (typically after 10+ minutes of wait time) fails to mention that corporate is not open. I was anxiously awaiting an answer on Saturday until it clicked when I visited a different branch to withdraw money - I realized I was lied to and continually disrespected by this bank. So I went and bought my vehicle cash instead of letting these incompetent goons have my business.

I have been banking with MACU for over 10 years. This interaction has made me look at other options for banks. I do not think other people should tolerate this level of disrespect and incompetence either. Their customer service was severely lacking and incredibly unprofessional. Please...

I want to start out by saying I am a loyal Mountain America customer and have been a member for the last 20+ years, so this review is towards this location, not the credit union:

I went to this location thinking they would have the most knowledgeable loan officers available, being one of the larger branches in the area. When I arrived I was greeted by Bri, who offered to help. After approximately 5 minutes with her she seemed agitated and annoyed that I wasn't very adept on the options she was presenting. She told me abruptly that I would have to speak to the Mortgage Loan officer, because she didn't have the information to help me. I said no problem and waited my turn for the officer. When the Mortgage Loan Officer, Lauren Brandol, was finally available she walked out shook my hand and lead me into her office. I presented the same questions to her as I did to Bri, to which she replied with an almost a worse reaction. I wanted a few different loan options and know the best way to proceed, but once again I was patronized with my lack of knowledge in this area. She told me her opinion on what loan I should be looking for, to which I agreed and asked if she could help me out. She told me that any of the other loan officers could help me and lead me back to Bri, the woman who just told me she couldn't help me. I told Lauren, "I just presented the same information to Bri as I did to you, and she sent in to speak to you, are you sure she can help me with this?" Lauren looked absolutely appalled that I would ask that, and replied with, "I'm sorry, are you sure you have the time to wait?" I left immediately.

I have always had great experiences at the majority of Mountain America locations, but this was the first time I was completely disrespected and patronized. I would strongly urge you to avoid this location like the plague.

I went to another branch and was taken care of almost...