Read some of our member concerns and what we're doing to resolve them
Member ConcernsWe take the good with the bad. If you have feedback at any point in the application or lending process, we want to hear it. On our website, we encourage members to give their feedback using a CEO Feedback feature. Current and future members may submit their thoughts, and will be directly read by Figure’s CEO, Mike Cagney. That’s how important your feedback is to us.
It is Figure’s commitment to provide a fast, easy, and hassle-free experience. From our 100% online application to our top-notch customer service, we are committed to serving you. And we’ll even show you what we’re doing to address your concerns.
“Tell us how we can improve.
We take your feedback seriously and address it.” —Mike Cagney, CEO at Figure
CEO Feedback Feature: Submissions
Hello Figure,
At this time requesting in person notary signing is not safe. I'm not certain we will be comfortable completing this loan due to that.
Best regards,
Figure Member
After several email conversations with a supervisor, we were able to reassure the applicant that our 3rd party can communicate all concerns to ensure all precautions are adhered to by the assigned notary. They ultimately felt safe to proceed and completed their notary sessions and were funded for 30K.
Hi ~ We refinanced our house yesterday and so I just cancelled our auto pay for our line. While I've really like the simplicity of Figure (online! fast funding!), it would be great to have access to a paper copy of something - if I wanted it.
I wanted to download a statement or something else that I could use verification that it was cancelled. I don't want any surprises! Also, some people like to kick it old school and have documents. Perhaps having an option for people to save them as a PDF or print them would be nice? Thanks! - Figure Member
Sam from Figure’s CSA team explained where to find the documents on the user dashboard and asked if there was any specific documents they needed. Our member wanted to make sure their records were not erased after paying off. Sam ensured them their documents would not be removed. Then, he confirmed with them the auto has been canceled.
They asked for a letter for their records as this would give them peace of mind if for some reason a payment is processed after the payoff. Sam worked with his team lead to have it emailed over to them immediately. Our member was very pleased to have a phone call back so quickly after leaving the feedback.
It is a bit frustrating to be limited only by your approved vendors when it comes to the income verification process. Why aren't we allowed to manually upload our information? - Figure Member
Figure provides multiple ways to verify income (taxes, payroll provider, link bank accounts). Applicant was not receiving their verification code from the IRS and did not have a supported payroll provider. They were able to link their bank accounts, which resulted in fully verifying their income. Has since completed the loan and has been funded.
Figure Member is a permanent employee with the DOD, which was not built out in our FHEL Verification of Employment Process Doc. This led to some delays in the application as we needed to identify a suitable solution for verifying employment through available means. In working with the applicant we identified the VOE process they have, and confirmed we would have sufficient access to mobilize these steps.
The steps involved having the DOD Employee log into their “MyPers” account, follow a couple instructions, provide us a personal password that they receive to their work email, then we can access the verification document.
We were able to successfully verify the employment of this employee, and they were able to proceed to successful funding. This situation also helped us establish another “path” through our VOE process that was otherwise unanticipated, and the process documents were updated with this scenario for future reference.
