Consumer complaint received 2024-01-23 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: STATE EMPLOYEES CREDIT UNION
State: NC

Complaint narrative:
On XX/XX/XXXX, I applied for a HELOC Loan. My credit score at the time was XXXX. I have no student loans, was at or under XXXX XXXX for my credit card utilization. I also have never been late ( actually overpay ) on my mortgage since XX/XX/XXXX. I am also a XXXX XXXX  who resigned as a XXXX  on XX/XX/XXXX. I also started to form my business ( have tax ID, and appropriate documentation from XX/XX/XXXX ). So the equity loan was to help with operation costs and other for my business. 

I did not receive any follow-up information about the status of my HELOC loan. Therefore, I called Sunday morning XX/XX/XXXX. The representative ( whos name I have via email with all supporting documents in reference to this matter ) told me that in order to be approved, my DTI had to be lower. I asked about adding my spouse. The representative asked my spouses racethen her tone changed and she mentioned we should be able to be approved. My spouses credit score was XXXX a with a delinquent payment history with other bills. Moreover, my spouse has close to {$200000.00} in student loan debt. 

Later that evening, I received a phone call stating my loan was approved. However, I would have to pay off my spouses debt ( car, credit cards, etc. ). Near the end of the discussion, I asked for the remaining amount for my HELOC loan. The representative mentioned I would have {$12000.00} remaining from my HELOC loan. If my spouses DTI was lower than mine, then why would I need a co-applicant? 

I followed up with NC State Employees Credit Union last week ( XXXX, XX/XX/XXXX ) and I have yet to hear back in reference to the issue. I did try to go to two banks in person to file a formal complaint but was lead to believe I could not. They also sent a police officer in an XXXX  to the second bank of which I was the only person in the parking lot ( no other customers ). This lead me to feel uneasy so after I was told there was no manager in duty, I returned home. 

I also tried to contact them via email last week and there has been no clear response in reference to the matter. The CEOs name is listed ; I tried to email her ; however, from one email account it stated the email address could not be found. From the other : I was able to reach her ( XXXX XXXX ). There has still been no response in reference to the matter. Additionally, there have been {$500.00} of unauthorized transactions from my salary advance account which had up to {$1000.00} in it. At this point, this matter needs to be scrutinized thoroughly because I feel this bank has violated several banking codes. 

Lastly, I was listed on the application they filled out as not being affiliated with the military ( which I get monthly payments from and its drafted into my account with this banking agency ) and the amount is more than my spouses annual salary. Please thoroughly read the attachments. 

Again, I have ALL documentation and more, but ironically, I am receiving emails about moving forward with the {$100000.00} loan ( of which Ill get back XXXX  XXXX will not proceed ). I feel this bank is avoiding the issue and each day violating more and more laws/ethical codes of conduct. Thanks for investigating this matter. If anything else is needed, please feel free to reach me at XXXX. 

Best Regards, XXXX XXXX

Company response to consumer: Closed with explanation