Terrible Loan Experience
What should have been a straightforward car loan process turned into one of the most frustrating and poorly managed customer service experiences I’ve ever had. I applied for a loan on June 23rd , I promptly submitted all required documents, but didn’t hear from anyone at the credit union until 7 days later. Then heard nothing for another 10 days—until I followed up twice asking for a status update.
When I finally spoke to the loan officer, Andres Portillo, he was unwilling to provide a basic loan quote (interest rate and payment) unless I first made decisions about the optional add-ons they peddle; extended warranty, unemployment insurance, etc. He even complained about the inconvenience of having to send the information via email. This lack of professionalism was shocking.
Despite more follow-ups, I still couldn’t get a basic quote. With my lease expiring soon, I had to request a new loan officer. Megan Rader stepped in and was much more responsive. She quickly provided the quote and loan documents. However, even after she assured me she would handle a temporary vehicle registration permit as my registration was expiring on July 31, nothing was done. I had to follow up again, only to learn that no action had been taken—leaving me with having to pay my car registration twice (once to the credit union as part of the loan process and again to ADOT so I could legally drive my car) and wait 30-60 days before I can request a refund from ADOT.
This entire experience was disorganized, frustrating, and a complete failure in customer service. I expected more from TFCU. I would not recommend them based on this experience.