Steven N.
Disappointed in our customer service rep
First the education is valuable. That I will not dispute. However, the sales call led us to believe our customer service rep would help us customize a plan that will work best for us and that they have a large list of vetted banks that offer programs that can help us in our financial goals. Our first call with our customer service rep was super rushed. We did have a rough time getting a good connection and I understand he probably had back to back appointments but he could have worked through our numbers calmly and when time was up suggest scheduling an additional appointment instead of making us feel rushed and unimportant. I knew I wanted to review additional numbers as we had a unique situation of wanting to not only handle our mortgage but look at the best way to assist our daughter in purchasing a house so I schedule a second meeting - not a bank list meeting. Our rep was very short with us and instead of offering options and suggestions for our situation just told us (as he very quickly ran through numbers) that what we were looking at doing was stupid (not those exact words but that connotation definitely came through). Then proceeded to give us a list of 3 banks for a first position HELOC. After looking at all our options (on our own) we decided to go with a 2nd position HELOC so I emailed our rep to ask if there were additional banks that were better suited for that and the response was - this one bank offers it or look at your own bank. What? $7000 to tell me to go to my own bank? Again, education has been valuable but not $7000 worth. I feel like we were sold on not only the education but the reps that would helps us customize a plan and their vetted bank list - neither of which have been helpful. So before buying, I recommend doing some google research on your own and I bet you can find most of the “education “ out there without costing you $7k.