I helped this member in the Redmond branch with a large cash withdrawal, and noticed his Visa Gold credit line was recently increased. When I asked if he saw the notification of the increase that we sent him in November, he said he had no idea. I asked if he had any other credit cards out there with balances, and he said, “I think I have a few small ones.”
I have helped a particular member with several loans over the years at both the Renton and Seattle branches, and we recently had a discussion about her daughter’s mortgage woes. I suggested she have her come in to see what we could do, which she did. Her daughter runs a daycare out of her home and needed to do some repairs and upgrades as well as pay off some bills.
This member came into my office to request a balance transfer and when she handed me the balance transfer form, I noticed her limit wouldn’t cover the amount she needed to transfer. I said, “No biggie, let’s run a quick limit increase request.” So we started the application and while I was entering the details for the limit increase, I reviewed some notes from when she applied for an equity loan back in early 2016, but wasn’t able to get approved. At that time her husband had recently retired, and their income situation had changed. During that same time, I recalled they had a large outstanding loan at a pretty high rate so I asked if that ever got worked out. I could immediately tell I hit on a sensitive subject when she said, “No, we’re still paying them; and I’m retiring soon. I AM STRESSED OUT.”