Mortgage answers before the questions are even asked


Jolie Mann shares how her mortgage “nightmare” transformed into a blessing when she turned to Consumers for her home loan.

Jolie Mann was so excited to find the perfect home after a three-year search. It was just the right size for her and her son. They couldn’t wait to move. The next step was getting a mortgage ­– which seems pretty straightforward, except when it’s not.

Soon after filling out paperwork with a lender that her realtor had recommended, frustration set in for Jolie. She wasn’t getting the answers she needed. It became a nightmare.

“The experience with that person was not that great. I thought, ‘Why am I doing this when I have a credit union I love?’” she said.

That’s when Jolie called Consumers, where she had previously taken out a loan for a jet ski. “As soon as I started working with [Mortgage Loan Officer] Heidi, it became stress-less and a beautiful process!”

Jolie had one request for Heidi: Tell me everything I need to know.

Heidi made sure Jolie had everything she needed every step of the way.

Straight-up guidance from day one

“Heidi didn’t leave anything out,” Jolie said. “She was straight-up from day one. She knew what she was talking about. Heidi made the whole process easier.”

The depression and anxiety Jolie had been feeling about the mortgage process lifted. She also discovered another option to make the move easier.

“Heidi reminded me that I could use my 401(k) to cover moving expenses. I can’t explain what a lifesaver that was for me as a single parent. The other lender didn’t give me options.”

At every step of the mortgage process, Heidi called Jolie to let her know what was next.

“I didn’t have to wonder about anything,” Jolie said. “It was such a smooth process. Heidi stayed in contact at all the right times. She was always there before I had to ask the question.”

Even on move-in day Heidi was actively involved.

“She showed up [at our new home in Parchment] with gifts from Consumers,” Jolie said, “A wooden utensil dispenser for me and a device charger for my son.” Attention to many small details like this ensured that Jolie was 100 percent satisfied with her mortgage loan process.

Satisfaction beyond closing day

And, Jolie’s satisfaction continues beyond closing day for two key reasons.

First, she’s thrilled that Consumers doesn’t sell their mortgages. Jolie had a prior mortgage that was sold to a large national bank that created a lot of hassle for her. Consumers holds and services its mortgages (except for a small fraction of FHA loans), so she’ll get the same great customer service for the entire life of her loan.

Second, the Consumers Mobile App makes it easy for Jolie to pay her mortgage even though her new home is further away from the office in South Haven. The app gives her access to convenient banking. Anytime, anywhere. “I love it!” she said.

In love with Consumers
“I will recommend Consumers to every person I know. It’s crazy not to apply for a mortgage with Consumers,” Jolie said. “I absolutely loved Consumers Credit Union before this experience, however, now I think I’m deeply in love with you guys!”

“Jolie was truly a joy to work with, and we connected right away,” said Heidi. “I am so grateful for the opportunities I have to make dreams come true for the families I serve.”

Consumers helps more than 1,000 members finance their homes each year. When you need a mortgage or home equity line of credit for your home improvements, call us at 800-991-2221. We’re here to help you get the home of your dreams!


Pictured: Consumers Mortgage Loan Officer Heidi Bish (left) with member and homeowner Jolie Mann

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