myCUmortgage Pentagon Blvd, Beavercreek

myCUmortgage Reviews

• K

  Kristopher Huff
  1

  My experience with myCUmortgage has been a gigantic waste of time and money. The sunk cost fallacy is the only thing that kept me from giving up and finding a different alternative earlier. I applied for a loan in May, and the agent ghosted me for several weeks. I contacted my credit union to see if they could figure out what happened, and finally I received word back from them. This trend would continue for months as I continued to think we were close to closing, just for them to need more information, most of which was already provided but needed updated due to their own dawdling service. It is now the 1st of November, and I have had enough. I have months worth of ignored emails, unreturned voicemails, and absolutely appalling customer service. My broker seemed to only to be available on Fridays, and often responded after close of business before the weekend. This complete lack of concern to the undue hardship they were putting myself and my family through was terrible. I also strained my relationship with the my Credit Union for even referring me to such a deplorable company.

  Response from the owner

  Good morning, Mr. Huff, and thank you for taking the time to provide this information. This is certainly not the type of service we strive to provide, and although market conditions may be resulting in some delays across the board, we should have been more efficient with our communications with you and your credit union. Someone from the myCUmortgage management team will be reaching out to you very soon to see how we can improve and complete your loan process with us.

• E

  Erin Harbour
  1

  I would NEVER ever use this company. They have misinformed me more than once, almost losing my home over it. I will not speak to them via phone anymore because I want everything in writing from them. I had a phone call about my account and an agreement was made, this employee made no note of anything so it came back to haunt me. I want rid of this company as soon as I'm able to. No one answers emails. If you call, no one knows why you were asked to call in. HORRIBLE.

  Response from the owner

  Good afternoon, Erin. We appreciate you taking the time to contact us. This is certainly not the service we strive to provide our credit union members and would like to discuss. We know you mentioned that you're hesitant to contact us, but we urge you to contact Member Care at 877.912.8006, provide your name and ask to speak with the manager on duty. We will do all we can to remedy this.

• E

  Emiliano Tamayo
  1

  I started the refinance process through my credit union. I was then contacted by this company and was approved. I had several questions I needed answered so I email them a couple of times without response. I then sent another email, which was answered stating that I would receive a call back. Never called me back. The excuse is “we are very busy”, so am I. I decided to cancel the process with them and seek for another lender. My advice is that you go with a lender with better reviews, because your credit is going to get a hit. This was a very frustrating experience for me, never again.

  Response from the owner

  Thank you for providing this, Mr. Tamayo. It is our goal to deliver five-star service, and we apologize for not meeting your expectations. While we are all very busy, as you pointed out, we still take every effort to assist you with any questions you may have. We certainly understand your frustration. Concerning your credit score, please know that according to the credit bureaus, multiple inquiries for a similar purchase (i.e., a mortgage) has little to no affect on your credit score—we hope that alleviates any concern you have concerning your credit. If you have any further questions, we encourage you to contact us.

• K

  Kim Kern
  1

  I paid off my mortgage loan in full, they took 2 weeks from the date of the letter being written until it was received by me a whole 10 miles away. Because of this delayed communication my property taxes became delinquent (even the funds were available for payment in escrow and then later returned in the form of a check). I had to pay a 10% penalty due to their delays which is completely unappreciated. I am buying a new house and will not work with Wright Patt Credit Union or My CU Mortgage ever again. Terrible experience of mortgage being sold off multiple times and no way to get in contact with them other than phone or email. Horrible experience that costs way too much money in the end.

  Response from the owner

  Good afternoon, Kim. Thank you for bringing this to our attention—we would certainly appreciate the opportunity to learn more about your particular case and assist however we can. We encourage you to visit our offices at 3560 Pentagon Boulevard in Beavercreek and ask for myCUmortgage Member Care. You can also visit a WPCU Member Center if it’s more convenient and they can tie us in on a call. Of course, you’re always welcome to contact us at 877-912-8006 or email us at [email protected].

• B

  Becca Alexander
  5

  I’ve been with this mortgage company for 3.5 years and had a great experience. It’s always easy to get a hold of someone at customer service to satisfactorily answer my questions. I get my updated mortgage statements the day after I pay, and I can make extra payments whenever I choose. I’m not sure why other reviewers have had issues - my home insurance and taxes are always paid on time through my escrow.

  Response from the owner

  Thank you for your review, Becca, and we’re THRILLED to hear your satisfaction with myCUmortgage. If you ever have any questions or concerns, please contact [email protected]. Thank you again.

• M

  Mr. Baker
  4

  I dont like giving bad reviews but after reading other reviews for escrow issues I thought it would be best to leave a review. If reviews are not left companies would mostly not know of problems customers have. I really wanted to like this place that is affiliated with Hopewell Credit Union that I really like. Our hassle started from the beginning before closing. First of all we have credit scores of over 800 with a very low debt to income ratio. We thought this would be as easy as all the other mortgages I have done. This place wanted everything from certified birth certificates of my children to a certified divorce decree from from the court that was several states away, which we had to hire an attorney to go to the courthouse to get. Not to mention the divorce well over 5 years earlier. They did not ask for the kitchen sink that actually would have been easier to get. We have now been with My CU for a few years and for a few years in a row my escrow has been short causing my payment to go up. That would be ok if it was not for a error in My CU paying 2 homeowner insurance policies. One of these policies I had canceled well over 2 years ago. The customer service guy said I called and switched insurance that I never did. I said ok if I had called which I didnt and switched insurance why would you still have paid 2 premiums out of my escrow? If the customer service guy had been nice about it would have helped ease my frustration. However, that was not the case and said I called in and caused this problem. I told him I have not called My CU in over a year and that was from my escrow was short from paying the insurance which I did not have. At the end of my call he had become more polite and asked if there was anything else he could do. I only said just fix this so it does not keep happening. How hard could it be to have red flag pop up when 2 insurance policies on the same property? We have other mortgages and none of them have ever had escrow shortages. We have never had to give certified children's birth certificates, divorce decrees or anything else like that they asked for and delayed closing by weeks. This has been our experience with them. If you want an easy hassle free mortgage I would advise to look elsewhere as we are doing now.

  Response from the owner

  Thank you for leaving your review, Mr. Baker, and you’re absolutely correct—we need to hear from customers like you. It is our goal to provide excellent service to our credit union partners and their members. We are already working to address your concern and welcome you to contact Nancy Gabbard, our Direct of Member Care, at 937.912.7045. Don’t hesitate to contact us at any time at 877.912.8006 or [email protected].

• J

  James Darnell
  1

  Please READ, READ READ! First of all, to be fair, for the first 7 years of our mortgage{2013-2020} "myCUmortgage" deserves a 5 star rating, but then the true nature of their business shined through! In June 2020, we reached out to "myCUmortgage" to potentially take advantage of the Forbearance Program under the Government written "CARES ACT" in relation to COVID-19. We asked what was entailed and if there were any surprises upon post Forbrearance. "No", we were told, "no surprises and no balloon payments", etc!. We were also told that there will be no fees nor penalties and that the suspended payments will go to the back of the loan, ok. Even Marc Moreland{early stage default manager} in an e-mail told me that the suspended payments would go to the back of the loan, ok. We were assured that the pre-COVID monthly mortgage payment would resume upon post-Forbearance and that the suspended payments will go to the back of the loan, ok. Hey "myCUmortgage", we understood that the back of the loan meant extending it out, plain and simple! But.... after subsequent paperwork was sent to us that contradicted what was told to us via phone call, we called again for further clarification. We kept being told to ignore the paperwork and that we were covered under the Covid-19 forbearance plan, ok. By this time we are into September and this specific trained agent said that in order to put the suspended payments to the back of the loan, that a loan modification had to be done! Hmmmm! That also explains why the payment feature on our profile was disabled! I had reminded this "myCUmortgage" agent again that no one had mentioned anything about a loan/mod from the begining and there was every opportunity to fully disclose that to us. I had mentioned that Wells Fargo and B of A are being summoned to Congress for the plethora of complaints in regards to those antics that "myCUmortgage" are also using. My personal bank who was the "loan originator" was alerted and they too were alarmed. Also, I reminded the "myCUmortgage" agent that all phone calls to "myCUmortgage" have been recorded from the beginning and that I will be filing a case with the FTC. Phone line magically dropped and less than a week later in September we received documentation in the mail of an automatic approval for another 3 months of suspended payments{Oct-Dec} which we did not authorize btw! If there is no response by myCU to this post then that shows guilt. If myCU spins this information then I'm curious how. My advice: You may trust a debt collector until you don't so beware and be careful!

  Response from the owner

  Good afternoon, Mr. Darnell. We appreciate you taking the time to let us know about your interactions concerning the forbearance program. We understand the frustration with this ever-evolving process and sincerely want to assist you. We have been attempting to contact you for the last couple of days to discuss. We will continue to reach out or, if you prefer, you can always contact Member Assistance at 877.912.8006.

• C

  Caitlynn Ellis
  1

  Got preapproved, found a home, made an offer, offer was accepted, filled out all my paperwork in a timely manner, paid $1000 in earnest money and inspections, sent notice to my apartment that I'm moving out, and while waiting for the appraisal suddenly it gets cancelled. Turns out that although we got preapproved suddenly we aren't able to get a loan through them and I'm out $1000, don't have a place to live in a month, and now I'm going to lose out on our perfect home. Our loan officer was great, timely, and polite, I wish that was enough to make up for the lost money, time, and living arrangements that are going to make the next several months miserable.

  Response from the owner

  Hi Caitlynn. We are sincerely sorry to hear about your unfortunate chain of events concerning the approval of your mortgage loan. This is not indicative of our passion to help our partner credit unions and their members. Since every loan is unique, it would be most helpful to learn more about your particular case. Please contact our Member Care group at your earliest convenience at 877-912-8006 or email us at [email protected].

• M

  Mike Coby
  5

  Jennifer Kettlewell who works for this company is the reason why I even got my preapproval and now have a home. To be honest, I was dealing with misinformation from other mortgage companies and I almost didn’t get a home. For example, I was told by one mortgage company while I was shopping around to stop looking for home because I had a gap in my work history when my father was diagnosed with dementia. This was very upsetting to my husband and I called Jennifer and she instantly knew that wasn’t true. She knows more than other mortgage officers and actually cares about people and doesn’t pressure them. Idk where this company found this expert, but Lord whoever made the decision to hire her should get a promotion immediately! Jennifer thank you for everything. If you didn’t tell me the truth about that whole situation, I wouldn’t have a home now. And we’re so happy now. Thank you!

  Response from the owner

  Thank you for taking the time to write a review—it is sincerely appreciated! And Jennifer is great, isn’t she?! We’re so happy she was able to help you find a home, and we look forward to assisting you anyway we can moving forward. Don’t hesitate in calling us with any questions.

• C

  Chris Rike
  5

  On my second mortgage with myCU. Have had no complains so far. They are friendly and great at their jobs. I've never experienced a poor representative when I've called in to make payments, ask for information or make changes to my escrow. Not sure why everyone else is giving 1 star.