Consumer complaint received 2023-10-03
Company: ASSOCIATED BANC-CORP
State: WI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Changes in loan terms during the application process

Complaint:
This year In XXXX, I applied with Associated Bank on my area, after working with XXXX XXXX, I was denied the loan only after I reached out to the residential lending department because my loan officer would not answer very important questions about documents the underwriter was requesting. She kept telling me to reach out to the first time homebuyer non profit for clarification. I included the homebuyer program in the email, and they responded by saying Im far enough in the process to move forward working directly with the lender and he was surprised that the file was denied. The lender XXXX continued to ignore me and the documents I uploaded into the XXXX XXXX. After receiving the email from the homebuyer program, XXXX denied the file for insufficient documentation. I uploaded a complaint letter into the portal and got a call from XXXX from the escalations department at associated bank. She let me know that she wanted to know what happened by they did get me a pre approval. She mentioned she thought this was a good opportunity for training, and would help me in any possible. She gave me her direct phone number, and told me to call her with any questions or if that lender did not reach out. Fast forward to my realtor reaching out to XXXX. XXXX told the realtor that my file was no longer hers and gave the name of XXXX. It took over XXXX weeks to get clarification on the botched pre approval XXXX, XXXX assuming, was forced to write up. Upon getting clarification, we found out that XXXX had entered the pre approval including conditions that I could never meet. For example, a condition was that I would secure {$5000.00} in gift funds from a family member when that was never discussed with me. She also put that I should have the beginning balance in my savings when she knew I was using some to put unkept debt to make it to the closing table. 3 months later after searching for clarification and not being able to reach out to the writer of the botched pre approval, XXXX finally told me there was no first time home buyer grant funds available, and that the funds in question has to be a gift, not a grant. Honestly the whole process with associated, specifically XXXX XXXX has been a nightmare. Her ego was bruised Im assuming because the last time I spoke with her she scolded me about 3 different complaints from my with XXXX different lenders simply because I called the XXXX number. I hate to think this file was denied/sabotaged for personal reasons, but I can not figure out why after working with a first time home buyers program, I would be sent over for her to deny me. Even the homebuyer program is confused, and even though she had to do the pre approval because this file was escalated, she sabotaged it by including funds in there that I never said I had! She needs to face some consequences. Imagine if I got an excepted offer, paid for inspection only to find out this was sabotaged. Thanks to my realtor for being diligent and helpful in understanding the loops XXXX wrote in my pre approval.

Company response to consumer: Closed with explanation