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Regarding our home mortgage.
We went to our bank back in January when we first decided we wanted to buy a house. This was before we had even started looking at properties, let alone picking one out. They were able to give us an approval letter (not pre-approval, an actual approval letter) almost immediately for up to a certain amount of money, and they told us that when we selected a property, to call them back and they could adjust the loan amount to match the price of the house.
So, we picked a house about 4 1/2 weeks ago, and submitted a contract to the sellers. At the same time, we called our bank and told them we had selected a property. They wouldn't do anything until the contract was actually signed by both parties (at this point, the sellers had not signed it yet.) Okay, fine.
A week and a few negotiations later, and we were under contract, signed by both us and the sellers. So we call the bank back and give them the details. We were (and still are...maybe...) scheduled to close on Monday, April 5th. At the time we contacted the bank, this was about 22-23 days away from closing. They told us that our closing date was too soon, that it needed to be at least 30 days out from the time we told them we were under contract.
Would've been nice if you could've mentioned that when we initially told you that we were getting ready to go under contract. They said that they would put a rush on the loan process and hopefully still have everything ready by April 5th. Fine.
The title company requested a contact person for our bank. We asked the bank for a name and number for the title company, they refused to give us one until they had gotten some documents back from us. WTF? I don't even remember what the documents were anymore, but we got them and signed them and sent them back to the bank, along with contact info for the title company so the bank could contact them directly. A week later, the title company is hounding us because the bank still has not contacted them. We contacted the bank...oh, whoops, here's some more documents that they need us to fill out before they'll give us a contact name for the title company. Finally, we get a name and number to the title company.
The bank contacts the title company and asks for more documents from them, which the title company tells us they faxed. This was about 2 weeks ago. This will be important later.
Meanwhile, the bank needs documentation from my parents, since my parents wanted to give us some money for the downpayment. So, my parents jump through the hoops, get them the receipts they need, and write a letter stating that the money is a gift and not intended to be paid back. They fax it all to the bank, with all the info that the bank told us they needed. The bank gets it, but tells us that the letter doesn't contain enough info. Sure, it had everything in it that they initially told us they needed, but now they need MORE info that they didn't tell us about initially. So my parents revise the letter and re-fax it. Bank gets it, but claims that they need a special gift letter form attached to it. Something that -- you guessed it -- they didn't give us or tell us about the first two times around. So, we get that form, get it to my parents, they fill it out, and send the whole lot for the third time to the bank. All of this took place over the course of about a week, because our contact person doesn't always answer her phone and is bad about returning our messages.
My parents faxed everything last week Wednesday. At that time, according to our contact person, that was the last piece of information they needed, and after they received that fax, we'd be good to go. We didn't hear anything from the bank on Thursday, so on Friday we called them to confirm that they'd received the fax. We called multiple times throughout the day and never got a hold of our contact person. We left messages, but she didn't call us back Friday.
Monday rolls around. Morning comes and goes and we still don't hear anything, so early afternoon we call our contact person again. No answer, another message left. She finally calls back at about 4:30pm, only to tell us that not only does she not have the fax from my parents (she claims it's their fault because they must not have put the loan# on the forms they sent -- nevermind that the gift letter form that she finally gave us last week has the loan# printed right on it) but that she also doesn't have the stuff they requested from the title company two weeks ago, which the title company had confirmed to us that they sent. So, we get my parents (who are pretty fed up by this time, this is the fourth time they've had to fax these documents) to re-fax everything and call the title company to find out what's going on with them.
Tuesday morning we get confirmation from both my parents and the title company that they re-faxed everything. We call our contact person to get confirmation that she received it all. By the way, did I mention that she's on vacation Thursday and Friday this week, so we need to have everything ready to go on Wednesday? We call, and call, and call, several times throughout the day. Finally at 4:45 she answers our call, only to tell us that she wouldn't talk to us that day because she was in an important meeting, and that she would call us back the next morning (Wednesday morning, today.)
So, this morning comes and goes, no word from our contact person. We call her before lunch, no answer. She calls back a short time later stating that she needs a copy of a deposit slip from my husband; he had taken a large amount of money out of his checking account at one bank about 3 weeks ago and put it into the checking account at the bank that we're getting our mortgage through, and now they want a copy of that receipt. Once again, I wonder why this was not requested sooner, since the transfer was done 3 weeks ago and they have had ample time to ask us for this, knowing that we are supposed to close in a few days.
Our bank person assures us that this is the LAST piece of info that we need. We get it to her, she receives it. Looks like we're good to go, right?
Wrong.
At 8pm tonight, we get a call from someone else at the bank, stating that they have a problem with the fact that our lease amount changed for a few months last year. When I moved in with my husband last May, his lease was just expiring, and we decided not to sign another lease and instead go month-to-month, in anticipation of buying a house soon. After about 3-4 months, we decided we weren't quite ready to buy a house, so we signed another lease. So, for about 3-4 months, when we were paying month-to-month rent, our rent was about $50-70 higher since they give you a discount if you sign a lease. I don't know why the bank is taking issue with this, and I especially don't know why they waited until now to tell us about it, since, once again, none of this was a secret. Now they need documentation from our apartment office manager stating why our lease went up for a few months, which hopefully she can get to the bank by tomorrow.
I am so, so sick of this run-around BULLSHIT they have been putting us through! I absolutely do not understand why they couldn't just send us all the documents they needed filled out, said "here's what we need, get it signed by the correct people and get it back to us by the week before you want to close." It would have been so much easier than this "Here's a document you need to sign" then 2 days later "Oh we got that document but it didn't have all the information filled out correctly" then a week later "Oh we got that document but we didn't give you page 2 of it so here's some more you need to fill out" and on and on and on.
I really want to complain to someone, but I don't know who or how. The bank's website does not list an email address or physical address to contact them at, or a phone number for customer service issues. I'm not really good at complaining over the phone, either, and I wouldn't know who in the company to contact even if I was. I really wish we could back out of this and get another bank, but it's a little late at this point.
We went to our bank back in January when we first decided we wanted to buy a house. This was before we had even started looking at properties, let alone picking one out. They were able to give us an approval letter (not pre-approval, an actual approval letter) almost immediately for up to a certain amount of money, and they told us that when we selected a property, to call them back and they could adjust the loan amount to match the price of the house.
So, we picked a house about 4 1/2 weeks ago, and submitted a contract to the sellers. At the same time, we called our bank and told them we had selected a property. They wouldn't do anything until the contract was actually signed by both parties (at this point, the sellers had not signed it yet.) Okay, fine.
A week and a few negotiations later, and we were under contract, signed by both us and the sellers. So we call the bank back and give them the details. We were (and still are...maybe...) scheduled to close on Monday, April 5th. At the time we contacted the bank, this was about 22-23 days away from closing. They told us that our closing date was too soon, that it needed to be at least 30 days out from the time we told them we were under contract.
Would've been nice if you could've mentioned that when we initially told you that we were getting ready to go under contract. They said that they would put a rush on the loan process and hopefully still have everything ready by April 5th. Fine.
The title company requested a contact person for our bank. We asked the bank for a name and number for the title company, they refused to give us one until they had gotten some documents back from us. WTF? I don't even remember what the documents were anymore, but we got them and signed them and sent them back to the bank, along with contact info for the title company so the bank could contact them directly. A week later, the title company is hounding us because the bank still has not contacted them. We contacted the bank...oh, whoops, here's some more documents that they need us to fill out before they'll give us a contact name for the title company. Finally, we get a name and number to the title company.
The bank contacts the title company and asks for more documents from them, which the title company tells us they faxed. This was about 2 weeks ago. This will be important later.
Meanwhile, the bank needs documentation from my parents, since my parents wanted to give us some money for the downpayment. So, my parents jump through the hoops, get them the receipts they need, and write a letter stating that the money is a gift and not intended to be paid back. They fax it all to the bank, with all the info that the bank told us they needed. The bank gets it, but tells us that the letter doesn't contain enough info. Sure, it had everything in it that they initially told us they needed, but now they need MORE info that they didn't tell us about initially. So my parents revise the letter and re-fax it. Bank gets it, but claims that they need a special gift letter form attached to it. Something that -- you guessed it -- they didn't give us or tell us about the first two times around. So, we get that form, get it to my parents, they fill it out, and send the whole lot for the third time to the bank. All of this took place over the course of about a week, because our contact person doesn't always answer her phone and is bad about returning our messages.
My parents faxed everything last week Wednesday. At that time, according to our contact person, that was the last piece of information they needed, and after they received that fax, we'd be good to go. We didn't hear anything from the bank on Thursday, so on Friday we called them to confirm that they'd received the fax. We called multiple times throughout the day and never got a hold of our contact person. We left messages, but she didn't call us back Friday.
Monday rolls around. Morning comes and goes and we still don't hear anything, so early afternoon we call our contact person again. No answer, another message left. She finally calls back at about 4:30pm, only to tell us that not only does she not have the fax from my parents (she claims it's their fault because they must not have put the loan# on the forms they sent -- nevermind that the gift letter form that she finally gave us last week has the loan# printed right on it) but that she also doesn't have the stuff they requested from the title company two weeks ago, which the title company had confirmed to us that they sent. So, we get my parents (who are pretty fed up by this time, this is the fourth time they've had to fax these documents) to re-fax everything and call the title company to find out what's going on with them.
Tuesday morning we get confirmation from both my parents and the title company that they re-faxed everything. We call our contact person to get confirmation that she received it all. By the way, did I mention that she's on vacation Thursday and Friday this week, so we need to have everything ready to go on Wednesday? We call, and call, and call, several times throughout the day. Finally at 4:45 she answers our call, only to tell us that she wouldn't talk to us that day because she was in an important meeting, and that she would call us back the next morning (Wednesday morning, today.)
So, this morning comes and goes, no word from our contact person. We call her before lunch, no answer. She calls back a short time later stating that she needs a copy of a deposit slip from my husband; he had taken a large amount of money out of his checking account at one bank about 3 weeks ago and put it into the checking account at the bank that we're getting our mortgage through, and now they want a copy of that receipt. Once again, I wonder why this was not requested sooner, since the transfer was done 3 weeks ago and they have had ample time to ask us for this, knowing that we are supposed to close in a few days.
Our bank person assures us that this is the LAST piece of info that we need. We get it to her, she receives it. Looks like we're good to go, right?
Wrong.
At 8pm tonight, we get a call from someone else at the bank, stating that they have a problem with the fact that our lease amount changed for a few months last year. When I moved in with my husband last May, his lease was just expiring, and we decided not to sign another lease and instead go month-to-month, in anticipation of buying a house soon. After about 3-4 months, we decided we weren't quite ready to buy a house, so we signed another lease. So, for about 3-4 months, when we were paying month-to-month rent, our rent was about $50-70 higher since they give you a discount if you sign a lease. I don't know why the bank is taking issue with this, and I especially don't know why they waited until now to tell us about it, since, once again, none of this was a secret. Now they need documentation from our apartment office manager stating why our lease went up for a few months, which hopefully she can get to the bank by tomorrow.
I am so, so sick of this run-around BULLSHIT they have been putting us through! I absolutely do not understand why they couldn't just send us all the documents they needed filled out, said "here's what we need, get it signed by the correct people and get it back to us by the week before you want to close." It would have been so much easier than this "Here's a document you need to sign" then 2 days later "Oh we got that document but it didn't have all the information filled out correctly" then a week later "Oh we got that document but we didn't give you page 2 of it so here's some more you need to fill out" and on and on and on.
I really want to complain to someone, but I don't know who or how. The bank's website does not list an email address or physical address to contact them at, or a phone number for customer service issues. I'm not really good at complaining over the phone, either, and I wouldn't know who in the company to contact even if I was. I really wish we could back out of this and get another bank, but it's a little late at this point.
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