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Is DCU Incompetent? Trying to become new member

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I applied online last week. The automated e-mail asked me to reply with a scanned copy of my driver's license. OK, sent. Then Jen from Account Services (onlinemembership@dcu.org) replied asking to lift the EQ freeze. Fair enough. THEN Jen replies "oh, forgot to ask for a copy of your SS card..." so I reply with a scanned copy of that too, even though the initial automated e-mail explicitly states: "If your social security number was issued after June 2011 we will also require a copy of your social security card." Strange that they would require a copy of SS card when the number was not in fact issued after June 2011. My first impression was bad because of the back-and-forth over e-mail, with dragged the process out multiple days each.

 

I was then applying for a business checking account, which requires a paper application and lots of documents. I called to ask for my Member #, and they said it was still processing. OK.

 

Then today (this is over a week later), I called asking for the status of my membership, and they said there's no record of my application. I gave them the timeline and stated I sent in e-mails with driver's license and SS card. After a long hold, they said that they would make a decision by 5 PM today. I asked what exactly they look for for a simple membership approval. I stated I wasn't applying for credit and wanted SPECIFIC information on criteria and database queries they perform. She stated she couldn't get into it for legal reasons. I asked if they really want my personal and company business. I also mentioned that they're giving me a really bad first impression on their company and hung up.

 

I originally joined because I want the EQ FICO, then I saw that they have free business checking, so that looked appealing. If *this* is the level of incompetence I have to deal with, I'll take my business to a place with 1) competence, and 2) customer service.

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The problem with DCU is that they use a third-party company to help process applications when they are busy. I bet that issues is somehow involved in your case.

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Yeah, they denied my membership; said they couldn't identify me - even though several copies were sent to them.....three times.

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It took three weeks to get my membership, but when I could not furnish an updated copy of one particular document they were requesting (within a reasonable time frame) I explained my situation via chat, they were able to act like humans and help me out (when so many institutions are so inflexible). I have not apped for a credit product yet as I need to garden for a while, but I am satisfied with them based on my limited experience. The membership process seems to be the same for everyone, but people who have them say good things.

 

Sent from my SGH-T759 using Tapatalk 2

 

 

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I've never had any issues with them, but I've never opened a checking account, just a small savings account and a CD, so I can get the FICO. They aren't my main "anything" institution.

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I was never able to join for this very reason. They are pretty incompetent about this issue. You can't be Digital Credit Union if you can't manage your business electronically!

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I was never able to join for this very reason. They are pretty incompetent about this issue. You can't be Digital Credit Union if you can't manage your business electronically!

 

You also shouldn't be Digital Anything if you require your members to use their member numbers as login IDs instead of something they create for themselves, yet they do...

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Yea, from my experience most CUs become squeamish whenever something is frozen, my employeer's CU also a "Digital" credit union behaved the same way when my Chexsystems was frozen, asked for all sorts of documentation, requested that I came in to a branch.

 

They continued to state that there was a problem with my home address. Once I asked if it was a security freeze preventing things, after a hour standing there waiting, they said yes that was the error that they were receiving.

 

Lifted the freeze and DCU was a breeze to get into.

 

Key takeaway, lift any relevant freezes before attempting to join a CU. It can make them crazy.

 

Happy your membership issues were resolved.

Edited by lsacto

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I was never able to join for this very reason. They are pretty incompetent about this issue. You can't be Digital Credit Union if you can't manage your business electronically!

 

You also shouldn't be Digital Anything if you require your members to use their member numbers as login IDs instead of something they create for themselves, yet they do...

 

NFCU and JFCU also make you use member numbers.

Edited by Fitzhume

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They definitely are a bit quirky. Good customer service for the most part and some nice loan products but I'm currently dealing with an issue with em. Called them the other day to inquire about the CLI process. Had asked if they're like Amex or Cap One in that they do a SOFT pull. The rep assured me it was a soft pull. So I decide to go ahead and try. Sure enough, I check my report yesterday and there's a hard pull.

 

Dropped my EQ score 8 points. I just finished B* and EQ n TU were completely clear of inquiries. Don't really feel like doing it again now. So called and complained a bit. Said they'll listen to the recording and get back to me but they're not sure how they'll remove the inquiry yet.

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They definitely are a bit quirky. Good customer service for the most part and some nice loan products but I'm currently dealing with an issue with em. Called them the other day to inquire about the CLI process. Had asked if they're like Amex or Cap One in that they do a SOFT pull. The rep assured me it was a soft pull. So I decide to go ahead and try. Sure enough, I check my report yesterday and there's a hard pull.

 

Dropped my EQ score 8 points. I just finished B* and EQ n TU were completely clear of inquiries. Don't really feel like doing it again now. So called and complained a bit. Said they'll listen to the recording and get back to me but they're not sure how they'll remove the inquiry yet.

Ummm, really? wow. hope they do, but wouldn't count on it, DCU is a mess!

Edited by virtualtreasure

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/>They definitely are a bit quirky. Good customer service for the most part and some nice loan products but I'm currently dealing with an issue with em. Called them the other day to inquire about the CLI process. Had asked if they're like Amex or Cap One in that they do a SOFT pull. The rep assured me it was a soft pull. So I decide to go ahead and try. Sure enough, I check my report yesterday and there's a hard pull.

 

Dropped my EQ score 8 points. I just finished B* and EQ n TU were completely clear of inquiries. Don't really feel like doing it again now. So called and complained a bit. Said they'll listen to the recording and get back to me but they're not sure how they'll remove the inquiry yet.

The do a hard pull for anything, and you can't use the hard pull for multiple products. They do offer soft pull pre approvals, but it is a hard pull if you accept.

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/>They definitely are a bit quirky. Good customer service for the most part and some nice loan products but I'm currently dealing with an issue with em. Called them the other day to inquire about the CLI process. Had asked if they're like Amex or Cap One in that they do a SOFT pull. The rep assured me it was a soft pull. So I decide to go ahead and try. Sure enough, I check my report yesterday and there's a hard pull.

 

Dropped my EQ score 8 points. I just finished B* and EQ n TU were completely clear of inquiries. Don't really feel like doing it again now. So called and complained a bit. Said they'll listen to the recording and get back to me but they're not sure how they'll remove the inquiry yet.

The do a hard pull for anything, and you can't use the hard pull for multiple products. They do offer soft pull pre approvals, but it is a hard pull if you accept.

Not always. I got a pre approval for a new car loan. Accepted it without a hard pull.

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Okay, just to stick up for DCU, they are the best credit union I've ever had an account with and I have had accounts with many and many of the ones mentioned on this board. Instant approval membership for me, and I got my packet in the mail and debit card like clockwork in 3 days. Called up the reps and they gave me everything I asked for on the spot, including free fico. Extremely nice and knowledgeable. Early direct deposit like they advertise. And when I mobile deposit checks, they are credited to my account and made available within minutes of deposit during business hours, the full amount. Great, easy to use website. Try getting all of this at any other credit union or bank, that will be quite a challenge.

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I was never able to join for this very reason. They are pretty incompetent about this issue. You can't be Digital Credit Union if you can't manage your business electronically!

 

You also shouldn't be Digital Anything if you require your members to use their member numbers as login IDs instead of something they create for themselves, yet they do...

Digital as in digits, numbers, integers. The member number is badass.

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Hey I don't want to knock em too much, but that hard pull for a CLI pissed me off. I asked at least three different ways to make sure it'd be a soft pull and the rep assured me. To the point he began getting tired of me asking. Then when I call and complain, the new rep instantly tells me all credit requests are hard pulls. Kind of like I should know this (which I obviously did suspect), and my complaint was dumb.

 

Thankfully they record all the calls. Check the tape. Remove the inquiry. Then teach your reps.

 

Ha another thing about the CLI request was I had asked are they like Amex. As in only using a soft pull and having the ability for an increase after 60+ days. He said absolutely. When he comes back with the denial, guess the reason... wait for it... too early to request a CLI. Lol, so they did a hard pull when they technically couldn't do the CLI anyway.

 

I mean damn, a couple simple questions both answered 100% incorrectly. Leading me to do the CLI request. Would seem like pretty basic knowledge for their reps to have. Hell, I bet half the people on this site know.

 

Other than that, great credit union. Very happy to be a member.

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DCU was my first CU I joined when I started rebuilding. Everything worked flawlessly with them. I applied for the CC first and then did the membership. I was approved instantly for both and I did this on a saturday morning and by saturday afternoon they called to congratulate me on becoming a member and getting my CC with them. Since I have joined them I have had almost good experiences with them except for one time when I applied for a car loan. Well the loan officer who called me back was pretty nasty in his tone to me. I wish I would have gotten his name and complained. But every other time I have had contact with them it's been a positive experience.

 

As with all business relationships and transactions, YMMV. The thing is I joined them back in September and I swear that I must have gotten in with them right before the shenanigans with them hit the fan. Since then I have read more unsatisfactory issues with them that it's unreal.

Edited by up&climbing

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The do a hard pull for anything, and you can't use the hard pull for multiple products. They do offer soft pull pre approvals, but it is a hard pull if you accept.

 

So if I later open a checking and credit card, that's 2 more hard pulls? I got one hard pull just for joining.

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/>

 

The do a hard pull for anything, and you can't use the hard pull for multiple products. They do offer soft pull pre approvals, but it is a hard pull if you accept.

So if I later open a checking and credit card, that's 2 more hard pulls? I got one hard pull just for joining.

Yes, 1 for each.

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I was never able to join for this very reason. They are pretty incompetent about this issue. You can't be Digital Credit Union if you can't manage your business electronically!

 

You also shouldn't be Digital Anything if you require your members to use their member numbers as login IDs instead of something they create for themselves, yet they do...

Digital as in digits, numbers, integers. The member number is badass.

And so meaningful and easy to remember :P

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The do a hard pull for anything, and you can't use the hard pull for multiple products. They do offer soft pull pre approvals, but it is a hard pull if you accept.

So if I later open a checking and credit card, that's 2 more hard pulls? I got one hard pull just for joining.

A rep told me a few months ago that they were reevaluating this policy and that I should check back in... well... about now...

 

I have a self-imposed personal moratorium on new checking accounts... Has anyone contacted them lately and asked about this?

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The do a hard pull for anything, and you can't use the hard pull for multiple products. They do offer soft pull pre approvals, but it is a hard pull if you accept.

So if I later open a checking and credit card, that's 2 more hard pulls? I got one hard pull just for joining.

A rep told me a few months ago that they were reevaluating this policy and that I should check back in... well... about now...

 

I have a self-imposed personal moratorium on new checking accounts... Has anyone contacted them lately and asked about this?

I tried to get them to reuse the same inquiry earlier this month when I unsecured my CC with them to open a checking account and it was not an option. I didn't want a second inquiry, so I decided not to open it. It sucks because the only reason I wanted it open was to ach transfer money from NFCU to pay my DCU CC, and I can only transfer to a checking account. :( I just opened an Amex savings account that I'm going to try to use for this purpose though. :D

Edited by mendelssohn

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I applied for DCU months ago when I just started cleaning up my credit, scores were sub 600 and I was denied for membership.

 

If I apply for savings only, do I get the free FICO? And do they pull chex also?

 

Not sure if I want one of their credit products yet, but if I decided to, would app'ing for a card without having a membership--be one inq, then also become a member, if approved for card?

 

This will not happen until my round of B* is complete. If at all.

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