Onpoint Community Credit Union

It’s not very often that I feel compelled to write a review, but after our disastrous experience at OnPoint recently, I feel it is warranted. We originally became members in 2008 when we took out a home equity loan. We were so pleased that in 2010 we financed the purchase of a vacation home with OnPoint. A few weeks ago, with mortgage rates at all-​time lows, we decided to refinance. Being loyal customers and members, we called them and began the process.
I don’t know what has changed internally with this organization in the last couple of years, but it is drastic and disastrous. Our loan officer was difficult to work with from the beginning. He was uncommunicative, sloppy, lazy and painfully incompetent. He talked incessantly about how busy he was and made us feel as if we were a nuisance in his day. We filled out the application online, gathered our documents and waited. After several days we finally got ahold of him and asked to make an appointment to bring in our docs, lock in the rate, etc. We made it clear we were ready to go and that we could come in at any time. He said any time was fine and suggested 3:00pm. During the appointment, he said it was too late in the day to lock in our rate. Fully aware that rates change constantly, we were not pleased and were confused why he would schedule us too late in the day to do this. He was unapologetic and we were forced to take our chances the following week. The next business day, we left several messages with him to do the rate lock. No return call. By the next day, rates had climbed and I was furious. If he had done his job, we would have been able to lock in the previous week and things would have been fine. But we decided to continue with the loan at the higher rate, even though it was going to cost us an additional $ 390 in closing costs, and we told him to lock in the rate.
Our $ 970 deposit check was cashed and we waited for the call from the appraiser. A week went by and out of the blue we received a form letter from the processing department in Portland requesting more documentation. Unable to reach our loan officer — again — I called Portland and asked for clarification. Through the course of the conversation we discovered that we were NOT locked into our quoted rate and that our application had not been fully processed. I drove straight to our branch and waited to speak to him. I asked him point-​blank if he had locked in our rate. He typed away on his keyboard and assured me that yes, everything was fine and that the people in Portland didn’t have their stuff together. I asked for a printout confirmation of the rate lock and he said that he didn’t have access to it, but would email it to me as soon as he got it. I was instantly suspicious.
After another call to Portland and a conversation with his boss, it became clear that we had been manipulated and worse — he had lied to my face and cashed our check. Where was our $ 970 deposit if it hadn’t gone to lock in our rate? That alone must be a violation of banking laws. I wish I could say that this had been our only problem with him, but the list is long. But being lied to was a deal-​breaker. Portland offered to set us up with a loan officer up there, but how can we trust a company that operates like this? It’s apparent that their in-​house communication and training is a mess. After another call to Portland, we demanded our account be refunded our $ 970. In the meantime, we’ve closed our account and are refinancing with another, trusted, local bank. We will never go back to OnPoint.