Consumer complaint received 2020-11-07
Company: STATE EMPLOYEES CREDIT UNION
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
XX/XX/XXXX-XX/XX/XXXX I went to XXXX XXXX to purchase a vehicle with my Pre-Approved State Employees Credit Union auto loan. I picked out a vehicle for purchase and contacted State Employees Credit Union to complete the loan process. I spoke with XXXX in the loan servicing center. She said I must fax over proof of insurance on the vehicle, my drivers license, pay stubs, and bill of sale on the vehicle. I sent over all that information and XXXX kept us on hold for over 2 hours coming back to the phone every fifteen minutes asking a question about income and address. At the end of this call at XXXX when the dealership closed at XXXX, XXXX says the application has to be sent to risk management. The salesman stayed over to close the deal, but at the end of the call we where left to wait. XXXX said a member of risk management would reach out to me in the XXXX. 
I took another day off to close this an get my vehicle, but no one called my so I went to my local branch which is number 25. At that time XXXX XXXX comes out because you cant speak to representatives inside due to COVID-19. He then lets me know that the problem with my loan is my drivers license is they are Florida, but I live in North Carolina. No mention of income verification that was mentioned the evening before by XXXX. I explained to them that I tried every day for 2 months to get into a North Carolina DMV, but was not successful. They said I had 120 to take the loan before it expires. Due to not being able to get into the DMV here in North Carolina I took further action and went to go stay with my mother for a few days to get my drivers license in Florida. I verified with State Employees credit union by phone that this would be ok before doing so. They said as long as I have a valid drivers license they dont care what state I get them in. My grandpa passed away two years ago and I came to live with my grandma in NC. Even though I live with my grandma I frequent Florida a lot to visit my mom. I let the bank employee know this. XXXX say he cant do anything further and he then gives me information for XXXX at another branch. I call XXXX and he says he would check with risk management about guidelines. XXXX comes back on the phone after several minutes and says guidelines say as long as my car is insured, titled, and my address is all North Carolina I can get an auto loan. He said he would notate the account and for me to head back over to branch number 25 to pick up my loan check and sign promissory notes. I then head back over to the branch and XXXX calls back out and says there is still a problem, we cant verify your income. XXXX nor XXXX mentioned anything about that. I was told to go pick up my check and now Im given the runaround again. She also proceeds to say she has no income information to verify. Remind you XXXX kept us on the phone phone over two hours the night before discussing my income. Now they dont have it, but they have everything else the dealer sent over. I say to her that I will go get them. I go to a local print store and have the dealer fax me all paperwork sent to the bank the night before and pick up papers. I go back to the bank and give her the paperwork again. She goes back in and comes back out half an hour later and says a family member owns the corporation you work for and we cant extend you the auto loan for that reason. I explained to her that I may be young, but I know that at this point Im being profiled and singled out because I am a young XXXX female. It is now XXXX and Im still getting the runaround. I ask for the number to XXXX to have this matter escalated and she says let me go get it. She returns with the name and number for someone in her branch. Not the corporate information she promised. 
My mom then call that number even though it was not what I ask for or was promised and spoke to XXXX XXXX. She gets on the phone all nonchalant and says Im district manager and you have to speak to me before you can speak to someone in XXXX. She explains again that this is not fair practices or proper protocol. I want to nip this in the bud now. She puts her on hold and connects her to risk management. XXXX in risk management says all we need to do is verify the income because her check does not come to this bank. My mom offered to print out my bank statement and send. She says no need. If you can open your banking app and show us where you receive a deposit each week that matches the amount on your check stub we can proceed. I then return to the XXXX branch on XXXX XXXX and wait for another hour. An employee not XXXX who was supposed to come out looks at the banking app and verifies the deposits in the same amount of my check stubs for the past four weeks. We wait another thirty minutes and XXXX calls back and says we cant accept because all the deposits didnt go ACH transfer. I ask XXXX if I could bring in the statement because the employee said he didnt see the deposits. He says no bank statements are not good enough we need tax returns now. I ask if it wasnt good enough why did you have me wait an hour for someone to look at my banking app? He has no answer except unfortunately we cant move forward without tax returns. I explained I have none. Im XXXX and have never filed taxes. Although, I have been working for years I have only been working full time since 2020 and I have no tax returns. He says Ol well unfortunately there is nothing he can do. He then connects me with XXXX and she says the same. I ask her why are they being unfair and racially profiling me? She says no its not that. I says yes it is. You ask for proof, I provide what you ask for and you say well that aint good enough. They had me purchase insurance on a car and give me the runaround for two days. I did my research and I know this is not how it goes. I ask XXXX XXXX for her bosses name and she says I cant give you their name, but I can have them call you on Monday or transfer you to their voicemail. She says hold on and hangs up the phone. She did not call back to give me information to escalate my issue because I told her I was filing a complaint.

Company response to consumer: Closed with explanation