Bank of the West Complaint: Settlement process and costs

#1617657 21 Oct 2015

Mortgage Conventional fixed mortgage

Complaint #1617657 submitted on 10/21/2015 relating to Bank of the West. Complaint relates to Mortgage Conventional fixed mortgage - Settlement process and costs .

Complaint was submitted via Web and sent to the company on Wednesday 21st October 2015.

Narrative (may be redacted).

I initiated a home loan in XXXX 2015 with a closing date of XXXX XXXX, 2015 with Bank of the West. The first closing date was extended due to the Appraisal department of Bank of the West accepting a turn in date for the documents two days before closing. The next closing date was cancelled and the loan objected because they were unable obtain Mortgage Insurance for not providing sufficient comparable properties.
I have listed the following issues I have experienced below : - Our loan processor rarely called or emailed us to keep us in the loop of our loan. I was rarely successful in contacting him when I attempted to call.
-The realtors and myself were lied to by senior processor XXXX XXXX when we asked for an explanation of why the appraisal took two weeks to get back to the bank. I called the appraisal company and asked why it was taking so long and they stated " Someone from the bank called and said the documents were agreed to be delivered on XXXX XXXX, 2015 ''. XXXX XXXX emailed all parties involved and stated that it was the Appraisal company that changed the date of acceptance, ( When in fact, it was XXXX XXXX in the Appraisal department of Bank of the West ).
- The loan processor did not get approval from myself to order a " RUSH '' document processing fee based on their mistake in ordering a document late. A non rush document fee is significantly less and was not shown on the signature form they sent me and was ONLY necessary due to their last minute performance.
- It came to our attention in more than one occasion that all of the people that were involved in the processing of our loan do not work on Fridays nor have contingency for calls or document handling in the event of their absence which was not told to us when the loan was initiated.
- The loan processor stated in email the an ILC, ( improvement land certificate ) would not be needed and ended up charging me for it anyways stating, " It 's a titling thing '' in contrast to an email conversation we had prior.
- Was called in the beginning of the processing by an alternate agent who interrogated me as if I were some rogue.

I feel that clearly what Bank of the West of XXXX has done has shown a repeated unprofessional nature and specifically a Failure to Perform/Breach of contract on my loan and wish to be compensated for the fees, charges and time that I have lost as a result of their failures.

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