My customer wants a different loan product.

Once your customer has selected a loan product and gone through the hard pull credit process, we can’t change the product they chose. If they’ve already accepted the loan terms and received our welcome email, they’ll need to reach out to our Customer Care team to close the loan.

After that, you can send them a new application where they can choose from the loan products they qualify for. Just a quick reminder — if they move forward with the new loan, there will be a second inquiry on their credit file.