Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #4425651
Complaint Overview
Complaint ID: 4425651
Company: Bank Of The West
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
State: Kansas
ZIP Code: 672XX
Date Received: 2021-06-02T12:00:00-05:00
Date Sent to Company: 2021-06-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I started the process to refinance my home mortgage on XXXX. I have my current mortgage with Bank of the West and have had it for probably twenty years. I am going through Bank of the West also for the refinance. The first loan application was emailed to me on XXXX. The load officer is XXXX XXXX XXXX # XXXX. Thirty days passed and when I called XXXX to ask the status of my loan he told me that application had timed out and he needed to resend the exact same file so I could resign it. The application he sent had several increases in loan costs for me and I questioned these. He then admitted that the original values were incorrect and that is why he submitted a new loan application on XXXX. He lied and said the first application had timed out over thirty days but in reality he held on to the application because of his mistakes. After arguing with him he finally submitted a third loan application on XXXX for me to sign through email. There are still values on that application that are not correct and he has told me they will get straightened out. He is charging me a refinance fee to correct his mistakes. I argued with him and said I should not have to pay for his time to correct his mistakes and he said if I don't sign the application I will not get the loan. He sent me a Loan Disclosure form supposedly with the final numbers and there are still mistakes. I do not get anywhere with him when I speak to him on the phone or through emails. I am livid with the fact that it has been over 14 weeks since I started this process and it still is not done. The loan application was only good until the date of XXXX which has passed. XXXX said that date can be extended by I believe he is stalling on purpose. All of our conversations and emails are recorded and I want some kind of assistance to get him reprimanded for the lies and deceit. On XXXX the loan processor XXXX XXXX called me and I complained and told her I was going to file a complaint against XXXX XXXX. I am sure he has heard this and now I am being ignored and doubt my loan will ever get processed. Every time XXXX calls she asks for information that I have already given her or XXXX and sometimes I am asked two or three times for the same information. I need help from someone who can review all the paperwork and telephone recordings and emails and get this process done. I am getting physically sick from the extreme stress and incompetence from XXXX XXXX. Please help. Thank you.
Frequently Asked Questions
What is Complaint #4425651 about?
Complaint #4425651 was filed against Bank Of The West regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2021-06-02T12:00:00-05:00.
How did Bank Of The West respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Bank Of The West?
Yes, visit the Bank Of The West company profile at readthecomplaint.com/company/bank-of-the-west to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.