Business ProfileforLandmark Credit Union

Currently I'm behind on my two car loans with LCU. Recently I received a call from their representative (we'll call him ******) wanting an update and or resolution. Prior to speaking with ******, I informed another rep that I would like to surrender the vehicles. The rep informed me of the process and that I could still owe a remaining balance after the vehicles were auctioned. When ****** called, he asked for Mr. ***** (that's me) in a tone that could make a person have flashbacks to their childhood, and aggressive.I took his tone as he means business and probably will be direct. I gave him permission to call me ***. He commenced to ask probing questions about why I hadn't made an effort to make a payment. I explained it like this “making a payment will take food off my table and I was laid off. I proceeded to address his questions in a calm manner. I understood that I'm currently in the wrong by being delinquent . We were engaged for a little bit about account information, surrendering/repo process. ****** crossed the line with his derogatory comment about me being in my forties, I quickly shut him down from finishing his comment. I did not react in a negative manner, just proceeded on with the call. I was truly off guard because I made myself vulnerable due to the nature of the situation. Shortly afterwards, ****** again started to make another insulting commit by saying " you should find a new job", combined with his tone. I was insulted for the second time. I addressed his comments in a non aggressive manner. Expressing that the new job is experiencing a slow period that's not normal, and I'm actively seeking a second or new job. The call ended with us agreeing to reconvene in a couple weeks. There was no empathy, understanding, care, or apology from ******. All key components his teammates showed. I hope no one else has an experience like this. These last few days, I haven't been myself. ****** words have negatively impacted my emotional state.

Dear **************, We apologize if you have experienced any frustration with your latest interaction with a Landmark Credit Union associate. We appreciate your feedback on this matter. Due to the sensitive nature of supporting information, we have mailed a more detailed response to the address on file. Once you have had the opportunity to review the information, please let us know if you have any further questions on this matter. Kind regards,Landmark Credit Union