Patelco Credit Union - Mortgage

Amy Earnest

★

"I genuinely cannot remember the last time I experienced this level of incompetence from a financial institution. I started a vehicle lease-buyout loan with Patelco on July 6, well before my lease ended. What should have been a straightforward transaction turned into nearly two months of me repeatedly calling Patelco, resubmitting documents, and trying to make sure they were actually doing their jobs. My original payoff quote eventually expired while Patelco was still processing the loan. When I learned this, I immediately obtained an updated payoff and submitted it on August 13. During that call, I specifically asked for the person handling my loan to call me back and confirm that everything had been received and nothing else was needed. Nobody called me. I continued under the reasonable assumption that my loan was being processed. Instead, VOLVO called me to tell me my lease was overdue and they still had not been paid. When I called Patelco, I learned that they had allowed my entire loan application to expire on August 20 because they supposedly did not have the updated payoff — the same payoff I had submitted a week earlier. Let that sink in: I provided the requested document, specifically asked them to confirm that my file was complete, received no callback, no email, no warning that anything was missing, and then they simply allowed my application to expire. This was not a situation where I failed to respond or provide documentation. I called Patelco repeatedly throughout July and August trying to stay on top of this loan. At no point before the application expired did anyone contact me to say there was a problem. I escalated the situation to management and asked them to reopen the application given that its expiration resulted from Patelco’s own processing and communication failures. After management and underwriting reviewed it, I was told they cannot reopen it and that I am welcome to submit an entirely new application. Why on earth would I submit a brand-new loan application to the same financial institution that demonstrated this level of incompetence handling the first one? Because of Patelco’s failures, my Volvo lease is now overdue and I have incurred a late fee. I started this process July 6, did everything asked of me, and repeatedly followed up for nearly two months. Somehow I am now the one dealing with the financial consequences. Mistakes happen. This was not one mistake. This was a series of processing failures compounded by an astonishing lack of communication and follow-through. I have completely lost confidence in Patelco’s ability to handle my financing and will be taking my auto loan business elsewhere."

Michelle Stevens

★★★★★

"Sabreen Awwad helped me with a very difficult loan transfer. This was a very complicated loan transfer as the result of a court order and was not able to be managed at my local branch in person. Sabreen was able to collaborate with the title department and the other party and get the loan transferred smoothly. She demonstrated effective communication, clear directions and guidance as well as care and patience. She is very knowledgeable, detail oriented and organized on the loan process. A couple of times I had to go into my local branch to sign documents and Sabreen was able to communicate with the Fremont branch to make the transaction smooth and easy. Thank you so much Sabreen you are the best ☺️"

Kirby Dela Cruz

★★★★★

"I recently had the pleasure of working with Dennis Seiffert, an Indirect Loan Funder at Patelco, and I cannot speak highly enough of the incredible service he provided. From the moment we started our interaction, Dennis was not only informative but also extremely personable. He took the time to ensure I understood every aspect of the loan process and made me feel like a valued client. In today's service industry, it's rare to encounter someone who genuinely cares about their clients, but Dennis exemplifies this dedication. His approach to customer service is a dying art, and it truly sets Patelco apart from other companies. Thanks to Dennis, my experience was smooth and reassuring, making me appreciate Patelco even more."

Johnson Johnson

★★★★★

"Ellen Chase from Patelco Credit Union , she gave my husband and I some outstanding service. I am pleased to give her a five star because she was really patient with us and answered all the questions that we had. I will be referring families and friends. Thanks again Patelco Credit Union for outstanding service…"

Carmen Castillo

★

"Since they have a new CEO he has changed the phone system and it's horrible. 1 - When you call to get your balance, a robot will answer and ask so many questions. 1- The robotic voice is too low 2 - Robotic sound is horrible 2 - Holding/waiting to speak with a live person is too long 3 - Employees lack in speaking clear English 4 - Patelco needs more tellers/waiting is too long 5 - Patelco Credit Union needs a new and better CEO"