I started a process of refinancing my home through Bank of America. I had previously been a customer of Countrywide. Everything seemed ok except I had to keep re faxing things more than 2-3 times. I live in Kansas, my mortgage officer was in California and the processor was in Texas. The day before the loan was to be signed the processor had called me to give me signing details. I reviewed the information the officer had given me the day before which was tuned out to be a different payment by almost $70.00 a month. I reviewed the cost information with the processor and told him that the officer said that because my appraisal was high enough I did not need the PMI insurance on it. I was told by the processor that he was correct and either take it or leave it. I told him I would call the officer and get her take on this. She stated that the processor must have not read one of her emails and that the loan had changed and that the loan would have to be redone. I stated I understood that and asked how long it would take. She said she would assign a new processor and it would take up to 2 months. No, I was not happy and expressed that I did not understand why it would take so long since they just needed to re write it. She basically said that she was giving me this time limit to keep me from being unhappy if it took longer. She also stated she was not sure if the rate would still be locked in.
The next day I received a call from a Notary republic saying she had not received the loan document for me to sign. I called her back and explained what had happened; that the loan needed to be reworked. She was upset since she had canceled her morning to witness my signing. I apologized. I then called the processor who had ordered her and left a message he should do his job and stay up on emails. I told him I had to do his apologies and he had wasted more than several person’s time that day. I turned around and left a message also for the loan officer than I did not appreciate having to apologies for them with the Notary and that I was not sure about having to wait for 2 months since I was quite sure I could get it from a local bank in much faster time with what was seeming better customer service. Yes I was angry but did not curse at anyone!
Since then no one will return my call. I receive emails from the loan officer that she receives my pay stub and that “we are working on it.” This week I received the loan documents in the mail to again fax things they already have to a undisclosed person. I am being treated as I am not worthy of a simple phone call back. I am so angry at this point I am ready to say the hell with you and walk out at the last minute too. (I do not have to refinance at this point). (Before this I was receiving regular phone calls).
I know I am not the only one they are working with but honestly, don't I deserve a simple phone call? I have questions that are not being answered and if this is the way they are treating me now I am thinking that it will really suck when I am locked into the loan.
I am over all a very reasonable person. I have good credit and always pay my bills on time and I know that this may never get to the right eyes but to treat people like this because they are scared I may be upset with them. Well my answer is life is tough! But honestly I am not the one who screwed up!
I am hoping someone who has some power can see this complaint and realize that their personnel may need some training in customer service!
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