Mortgage -- Trouble during payment process -- Complaint #5318272
Complaint Overview
Complaint ID: 5318272
Company: First Hawaiian, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Hawaii
ZIP Code: 96707
Date Received: 2022-03-11T12:00:00-05:00
Date Sent to Company: 2022-03-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XX/XX/2021, I applied for a mortgage with First Hawaiian Bank ( FHB ). After submitting my complete financial and employment history, my mortgage loan officer, XXXX XXXX ( XXXX # XXXX ), recommended that I pay for a rushed home appraisal ( {$700.00} ) and mortgage lock rate ( {$1700.00} ). Per XXXX XXXX 's guidance, I submitted a check for the mortgage lock rate on XX/XX/2021 and paid for the rushed home appraisal on XX/XX/2021 via my credit card. It was my understanding that after submitting both payments my mortgage was finanalized -- XXXX XXXX stated nothing to make me believe otherwise. However, prior to submitting these fees, XXXX XXXX failed to disclose : ( 1 ) she had little to no communication with the FHB mortgage underwriter up to that point, ( 2 ) the loan was not even close to being finalized, and ( 3 ) there is a possibility I will not receive 100 % refund should my mortgage be denied. Thus, it was out of blind faith, and trust in XXXX XXXX 's advise, that I paid both fees. It was not until XX/XX/2021 that I received the preconditional loan approval -- weeks after being advised to submit the fees. Similarly, it was not weeks later that I learned the FHB mortgage underwriter had concerns regarding my financial eligibility and my mortgage approval was in jeopardy. My mortgage was ultimately not approved. The fact of the matter is, if I would have been correctly advised, I would have never submitted either payment. I've raised my concerns with FHB, and attempted to dispute the fees with XXXX XXXX 's supervisors, but they insist they have done nothing wrong and there is nothing they can do to help.
Frequently Asked Questions
What is Complaint #5318272 about?
Complaint #5318272 was filed against First Hawaiian, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-03-11T12:00:00-05:00.
How did First Hawaiian, INC. 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 First Hawaiian, INC.?
Yes, visit the First Hawaiian, INC. company profile at readthecomplaint.com/company/first-hawaiian-inc 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.