Consumer complaint received 2021-03-18
Company: PEOPLE'S UNITED BANK, NATIONAL ASSOCIATION
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Before I begin, I would like to mention that I have been a personal banking customer with Peoples United Bank for over 20 years. I have been so satisfied with Peoples United Bank that I never considered looking for another bank. Last fall I decided to start looking for a new home, and XXXX XXXX became my mortgage loan officer. I appreciated XXXX 's good humor and professionalism during our interactions together at the beginning. He imparted a lot of valuable information to me at the start of my house search. 
After much looking, I placed an offer on a house that was accepted. This was an exciting moment for me and my family as we have lived in the same home for 20 years and were looking for a fresh start. Unfortunately, my daughter got furloughed at her job on XX/XX/XXXX, and I was concerned how this would affect my eligibility to purchase the new home. XXXX assured me over the phone that everything should work out, as long as I rented out the second level of the home. With that assurance, I moved forward with the Pillar-to-Post house inspection and signed the housing contract. 
I reached out to XXXX several times to arrange a time to give him a hard copy of my financials. I did not receive any sort of response. After many attempts, I called the branch directly and it informed me that XXXX was traveling and would reach out to me later. He informed me that he would reach out to me if he needed anything else. From then on, the communication dwindled to nothing. XXXX stopped answering my calls, texts and emails. My real estate agent advocated on my behalf and tried to reach out to him as well, but he did not answer her emails. XXXX then called her to inform her that the everything was looking fine and that the appraisal was scheduled for the following week ( first week of XXXX ). On XX/XX/XXXX, XXXX became concerned and reach out to the branch directly to complain about the lack of communication and her concerns about the appraisal. Again, he assured her that the appraisal was under way and that the appraiser would reach out the following day ( XX/XX/XXXX ). No such thing occurred. 
On XX/XX/XXXX, XXXX informed me that he was unable to make the numbers work for the sale. I knew that this would happen since he did not keep me updated on the process until XXXX got involved. My suspicion is that XXXX lied about his progress and never touched the file until my real estate agent filed the complaint. To cover himself, XXXX stated that I was not approved to purchase the home. Of course my loan would not be approved if it was submitted so late. If he had done his job in the beginning, he would know that I rented the second level of my house and that my daughter was working again, which would have resolved any issue of lack of income. On top of this unethical behavior, the customer service at the XXXX XXXX XXXX is abysmal. My daughter has tried since last week to file a complaint on my behalf regarding XXXX XXXX 's non-existent handling of my potential mortgage loan. The first time she called, she was told that the manager was away. The representative took down her information and told her the situation would be handled. The second time that she called, she was told that the manager would call at the end of the week. My daughter did not expect this call to occur, so she called today around XXXX. She spoke with XXXX who seems to be the assistant manager. XXXX told her that the manager XXXX did not get the information regarding the complaint until today. XXXX said that XXXX would call XXXX and my daughter back before the end of the day. At XXXX XXXX this afternoon, my daughter called again and was informed that all the managers had left for the day. He was also told that XXXX did not work at the office. 



If I had to summarize my experience with Peoples United Bank, it would be as follows : 1 ) XXXX XXXX XXXX XXXX demonstrated that he could not care less about my potential home purchase. He did not bother to work on the file until my real estate agent was fed up with his lack of follow-through. He consistently lied about his progress and did not have the decency to keep me informed about my status until he could lie no longer. Because of his negligence, the house seller lost a potential sale, my real estate agent lost a potential commission and my plans to move were destroyed. He also jeopardized a potential commission for himself and the bank, which is bizarre considering his job is to ensure that loans get approved. I also lost {$830.00} for my home inspection. 
2 ) The leadership at Peoples United Bank has shown me the same level of respect and transparency as XXXX XXXX XXXX did. Specifically, the managers at Peoples United Bank have not shown interest in acknowledging my complaint and have decided to lie to my daughter numerous times. As I stated before, I have been a customer for Peoples United Bank for over 20 years. The " customer service '' I have received has been pathetic and frankly insulting. I believe that management at Peoples United Bank is covering up XXXX XXXX 's poor performance with my case and will do nothing to rectify this situation for me. I am beyond disappointed and disgusted with all the deceit and incompetence I have witnessed.

Company response to consumer: Closed with explanation